Apple Crocker Park — Local services in Westlake

Do you like bad customer service and being deflected to multiple representatives while still not getting an answer? Do you like having being told inaccurate information and wasting your time? This is the place for you. For such a basic task as swapping a watch band for a bigger size they made it awfully complicated.

I arrive Friday afternoon trying to swap my watch band for a bigger size. I talk to a representative and she mentions its appointment only. That's my fault for not knowing. I then explain that I'm trying to swap out my band. She again mentions appointment only without processing what I am there for. Whatever I can waste a couple hours around the area. I go back for my appoint to talk to another representative. He doesn't know how to handle this situation so then he talks to another rep. They discuss and say that I can only do the return with the serial number from the apple watch I bought with the band. Okay I'm slightly frustrated the first customer representative could have told me this when I explained what I was doing but I can't be that mad if they can't do their job without the serial number. But it turns out I didn't even need to bring in the watch.

I go back the next early morning to try to take care of this. I bring the watch and then go talk to a representative to make my appointment. He then just points me to a line saying wait there. Then another representative asks what I am there for and she tells me to talk to that same guy to make an appointment. Isn't it fun to go in circles talking to the same person again? Once I get to my appointment I talk to another representative. He doesn't fully understand how to process to exchange so he talks to either his manager or another representative for help. This takes some time. I simply ask how long to expect for the delivery, he then goes over to talk to another representative for help. Once I finally get the exchange done I realize he didn't even ask for the watch that I brought this time. I then ask for clarification and he mentions that I didn't even need to bring it.

I had to go through at least 5 different representatives to handle a watch band exchange. If any one of the earlier representatives had any thought or time to accurately handle my situation, I could of been in and out of the place in 10 minutes. Instead everyone's time was wasted because of the lack of knowledge or experience. I felt like an automated robotic call system could of handled my request better and would of been more empathetic. I'm just frustrated it appeared the representatives did not know how to do their job and also how little effort they gave.

2 stars because at least they were...

Wish I could give negative star rating! This store has negative customer service. I purchased an iphone pro on July 18th and tried to return it days later only to find the store closed due to COVID, so no luck returning. I called the online Apple store to return the phone but was told in store orders need to be returned to the store and Apple will allow 14 days from the store opening for a return. Well, I called and checked for many weeks. It happens that over 5 weeks later the store opens, and I try to return my phone and was told it is over 14 days passed the store reopening. Well I said the store was closed for 5 weeks or more and I stopped checking especially with my focus on school starting with two young children, being a widow/single mom in the past year, and a serious job -- and especially given no consideration for closing for 5 weeks when my return would have been processed in less then four days of purchase if they remained open! The Apple Store employee and manager still refused to honor my return. I called the online Apple Store and they give the same response, we can't return in store purchase. So online they extended to 45 days but store sales are only 14 days from re-opening. It is a total scam -- they close the store whenever they feel with the excuse of COVID and provide no customer support to purchases made in store. Better customer service would have been the Apple store calling or emailing all individuals who made a purchase within 14 days of the temporary store closing -- and let them know that the store had reopened for returns - OR even better allow online Apple to handle store returns during the store closures.

Apple customer service stinks -- tired of hearing we apologize from blank faces and voices that can care less about you as a customer and meeting your needs. It's all about Apple - let's close for 5 weeks and dupe people into not getting their deserved refunds because we can make more $'s by willy nilly closing and opening our stores!

People buy online - at least they are able to assist on returns and extend return policy to 45 days (vs. in store of 14 or 15 days). Or, preferably, buy Android phones because Apple customer service is...

I have a 2022 M2 chip MacBook Pro that was taken in for service due to an erratically functioning trackpad. The tech at the service desk was very helpful, informative, and friendly. He was working under a lot of pressure because he was the only service tech on duty but he continued to maintain a friendly attitude with everyone while I was there. I did not have AppleCare coverage by the way. He informed me that if the service department detected any evidence of liquid damage to the trackpad the computer would be closed up and returned to me, further suggesting that I could then use an external trackpad to operate the computer. It is important to note here that everything about the keyboard was still fully functional at this point. I agreed with his declaration and we proceeded to register my computer for service. They did not have any trackpads in stock, he said, so it would be a few days before my computer was serviced. I agreed and left my computer with them. about 1 week later, I received notice that my computer was ready to be picked up so I returned to the store to pick it up. There service tech that brought me my computer informed me there was liquid residue discovered and that they would be unable to repair the trackpad. He showed me an external trackpad that the Apple Store sells. I told him I would wait to purchase such a device. There was no charge for the service they had performed. I went home with my computer, turned it on, and THE KEYBOARD DID NOT WORK! I could not log in or anything anymore. Recall the keyboard worked until I took it in. I called the Crocker Park service Dept and they just kept repeating that there was liquid residue and there was nothing they could do. He must have said this a dozen times. It was a very frustrating conversation. Why did my keyboard quit working after they opened it up? There was 'liquid residue' not active liquid??? The way they handled my complaint and the fact that they took no responsibility for the keyboard malfunction was the reason for this bad review. Anyway it was a very unhappy experience and I will never use this...