-
October 2023 by Tim S.
I'd like to address "Apple Support" Yesterday, I did a bonehead thing and ended up unintentionally Bricking my Macbook Pro M1. This happened Saturday about 12pm. I called Apple Support and we ran through things I could do to fix it, which none worked. The Tech was very savvy but was unable to help me, but rather than dropping me, she ask me If I would take it to the Apple Store for them to look at it. I said "Of Course" thinking I'd not get it back for a few days. She said "How's 2:30pm?" I was shocked, I asked her "2:30 PM TODAY????" which she replied "Yes". By this time it was 1:30pm and still in shock at getting a same day appt. I scurried down to the Apple Store in Gilbert Az. I walked in and there were about 40 people in the store, but, one guy came up to me immediately asking me if he could help. I said, Yeah, I have a 2:30. I gave him my Name and he said "Ok, Your Checked in. Go sit there at the bar and we will get to you" I thought ok. .i'll be waiting for awhile with all these people. Well I no sooner got seated then a tech walked up and said "What the problem? Start from the beginning". I laid out what I did and he said "Oh, I can fix that. It will be 15 minutes. Can you wait". Again SHOCKED. true to his words it was fixed so I could restore my files. I can't say enough good words about the Gilbert AZ Apple Store" The responsiveness and profession way they took care of me was fantastic.. This was the best Customer Service I've ever had;. Kudo's to Apple and the staff at San Tan Village.
-
October 2023 by Ann F.
The lack of stars for this Apple Store is clearly on point. I have had a problem with my phone for three months, after several visits to an Apple Store I was told I could get it fixed so I scheduled an appointment today at 1320 after quite a bit of time they offer to fix the phone and promise me it will be just like a new phone. Not so, after four hours I return, pick up my phone and take it home to set up except the genius' at the Genius Bar sent me home with an old version so I couldn't transfer data. I get back at 1930 and told the gal I couldn't get my phone working, I knew what the problem was but she just thought I was ignorant. So after 45 minutes with only a computer to update my phone and the manager not owning up to the error I now have a phone and missed my plans for the evening. I thought ownership of their error when it has been an Apple problem all along would have been appropriate! I just unplugged my phone looked around and left, no one really helped me once my phone was plugged in to the computer for the update.They will take your money easily, but the help isn't there!
-
September 2023 by Erika B
My friend had a distressing encounter at the Apple Store in Santan Village. They promised a replacement for earphones, but it turned out to be a scam. The employees' attitude left much to be desired, and the store was overwhelmingly crowded, making the whole ordeal even more disappointing.
-
September 2023 by Kevin Rude
I went into the apple store due to my cellular service not working, and the employee Tabitha assisted me, she was absolutely amazing she was quick, very knowledgeable, and she helped me out more then she knows. She is an absolutely awesome person and employee
-
August 2023 by nat?¿
Went to buy a Mac book pro, and I had a lot of trouble explaining to my grandfather how the amount had added up with the student discount, and the service guy we were working with was nothing but patient and pleasant - even after I had problems with my card as well. I hope he has a good life, cause he was very nice when he could have not been :)
-
August 2023 by Shari Noland
Went in with the hubs for an appointment to get his phone fixed. Asked BOB if he could look at my air pods and he told me I had to make an appointment. Meanwhile I’ve watched him do nothing for 10 minutes. Great customer service.
-
August 2023 by Gavin T.
DO NOT USE THIS STORE!!I've had three extremely rude and unpleasant employees working with me. One of which made snarky comments about how I wasn't going to have a phone for an extended period of time. I came here to get my camera replaced in my brand new iPhone 14 Pro because there was dust in it (thanks apple). I figured they would replace the entire phone since it's so new, but no. They opened my phone up (had to take everything out of it according to the employee), and replaced my camera. I asked numerous times if it would still be water resistant because I take rain photography and he swore up and down that it would be completely fine. Well my phone hadn't seen any water up until yesterday. My iPhone didn't even get submerged and after a hot day, the front camera fogged up. I took it back to this store and they said it was my fault and wanted to charge me $700 to replace it. THE PHONE IS BRAND NEW keep in mind. They opened it and ruined the factory seal. Now I'm stuck with a $1200 iPhone that has moisture in the camera. Avoid this place at all costs!! There was only one employee that was extremely nice to me and she helped get something solved the last time I was in there. Shout out to you!
-
July 2023 by Corinna M.
I placed an online order from Apple for pick up at this store. As you know, nothing made by Apple is cheap $I arrived at the store with my order number and they could not locate my order because it was processing. They direct me to call customer support which only redirects me to the store. That's all the help the "specialist" could do. All these geniuses are far from that. Instead, there are at least a half dozen of them standing around talking to each other while I still have a paid transaction and no product.
-
July 2023 by Clayton Clark
Called ahead and scheduled appointment for a repair. Was told would be done same day no problem with my Apple Care. Drive 30 minutes to nearest store only to be told I would have to leave phone over night. This is not a possible option for me as it is my work phone. Now going to have to try and somehow find another time to drive all the way back and hope it actually gets fixed. Very difficult when you have two jobs with no days off to make time for appointments that they can’t even honor. Terrible business practice and very unprofessional.
-
July 2023 by Olivia L.
I bought an Apple Watch SE here Friday June 30th, 2023. I was in and out of the door quick. I decided to set everything up at home because I thought it'd be simple and easy. The next day I tried to set everything up on my phone and I was trying to pair my watch to my phone. For some odd reason I couldn't get it to connect. I swear I did this like 50 times lol.I went back to the Apple Store that same day. As I walked in I noticed they seem kind of busy. Eric greeted me right away anyways and asked if I needed some assistance. I told him the issue and he even apologized even though it wasn't his fault. Now that's great customer service!! I spent about an hour in that store and he kept me entertained while he was trying to help me with my Apple Watch. He made conversations with me and even made me laugh a few times. It wasn't awkward at all. I haven't had great customer like that in a long time. Thank you Eric for treating me as if I was your family. I was glad to have my Apple Watch paired up with my phone.. I told Eric having an Apple product can sometimes be difficult and he agreed. He even mentioned to me that they have classes there at the Apple Store if I was ever interested to learn more about my phone. I never knew they even had a class. It was nice to know. I will definitely be back here if I ever need to purchase any new apple products in the future again.
-
June 2023 by Tisha K.
Great customer care and problem resolved. My Apple Watches battery exploded and blew out the back of my watch. Very unusual according to tech. They replaced my watch free of charge.
-
June 2023 by Scott Howard
If you like waiting, this is your place. The original visit was told it would be 45 minutes until my appointment. That ended up being over an hour to be seen. Then the second visit to pick the fixed item, we are sitting and waiting to just pick up the fixed item over 45+ minutes. Plenty of customer service agents. They just pass you on to wait. Plenty of customer service agents standing around. Stay away!
-
June 2023 by Tristan Nadine Lesley
I don't know where the bad reviews are coming from for I had a great experience there and am not sure how anyone could have anything other than that-I had called Apple to inquire on an upgrade, everything was processed on the phone yet still didn't have an email saying my pickup was ready-I walked in and had multiple people ready to help me, showed them my order and they instantly say it was in "limbo/processing" state for I hadn't signed off on terms/conditions page-As soon as I did that "Brandon" said it would take under 30 minutes to get my phone ready, it took maybe 10Walked in and showed my order and phone was brought out-I in no way was going to go home and do the upgrade on my own in the instance I messed up or had questions, so sat at the table and people helped me get through the steps-It's easy but I had 2 questions they helped with-Again, everyone was so nice and helpful...I never felt like they were annoyed or so busy and couldn't help me-I recommend anyone to go here to make a purchase or just get assistance, there were so many people in green shirts that were ready at anytime to answer questions-Thank you everyone today for helping me and making my upgrade seamless-
-
June 2023 by Luis Rivera, Jr. MS.
Took in my phone, which was not holding a charge well. The tech initially said that I was fully covered by Apple Care and proceeded to run a rushed diagnostics on the device. After that, they noted that the system passed their diagnostics and if I wanted a new battery, it would be 70 dollars and a 5-hour wait. They also proceeded to say that they couldn’t verify if they even had the part I needed and rushed off. To say I was unimpressed by the process of asking for help would be an understatement. I’ll never buy Apple Care again because when you finally go to ask about it, they have a reason not to support you. I ended up going to both Best Buy and Asurion the same day, and my assumptions were correct. Apple simply wanted to make money and not honor what was going on in the device. My phone was serviced in 45 minutes with no issue by another provider.
-
May 2023 by Summer Kamal
I went in to get a new phone. The rep was nice and helpful. I received support right away. However, towards the end, he told me I needed a new Apple Watch because my Apple Watch wouldn’t work with the new phone. That didn’t make any sense to me. I decided not to move forward with a purchase that evening. I eventually bought my phone through Verizon and my Apple Watch was successfully able to connect (same phone as the one at Apple). I am very concerned I was given false information at Apple.
