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December 2023 by Malgorzata Lukasiewicz
I do not know how is hiring the staff, but those who work there are complete unproffesional. I bought the apple wach there 10 days ago because my old one was damaged and they said repairing the old one would be same price as the new one because my apple care was expired. Two days ago, I got to know that I am getting a new watch for Chistmas present so I needed to return the one I bought ( it was not oppened yet). I went to the store to return it and because they did not have a cash in the store (I paid partly by cash and partly by visa card) , I let them do credit my visa for the entire sum. Today i checked ny visa account and I noticed that they did not retured the money to my visa!!!! They charged my account again!!! I am so disappointed with the customer service. And sorry does not work. We are not talking here about a small amount of money. And.... by the way, I found the guy who repaired my old wach for 1/3 of the price of new watch.
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December 2023 by Leo Zolein
This Apple Store is always the best. Most professional and best people work here. This last time I went there Mo and I had the pleasure of meeting and he is just astonishingly helpful and knowledgeable.There was a solution to my problem when I left the store when I dealt with Mo
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December 2023 by Whistler
This one may be the worst Apple Store I’ve ever been to… I booked online for service on 2pm, and I was 3 minutes earlier when I arrived. The receptionist at the Genius bar asked me to tell her what the problem is for my phone, then asked me to wait at a table… 10 minutes later, nobody came. I had to go ask the receptionist again… then later there came a “Genius”, she used her device checked my phone, and told me the phone is all OK, passed all tests… So she didn’t know what has caused the phone to shut down when I’m using it… she suggested me to update the IOS, then come back if there’s still problems. She asked if I wanted to update the IOS with her laptop, and I said yes, then she brought a laptop and connected my phone to it, then she left for other customers… 20 minutes later, the IOS was not updated, I unplugged my phone, and there came another “Genius” asked me if I’m done? Then he took the laptop after I said yes… Wow, what a brilliant Genius service!!! By the way, when I was waiting for the IOS updating, I chatted with two other customers about the problems I’d had in the past using iPhones… and the “Genius” helping them and trying to sell them new iPhones just disrupted our chatting impolitely, saying my experiences were not relevant to his customers… Yeah, I understand, Apple now has become a money machine, the only thing their staff concern is how much they can rip off from your pockets… bigger phones, bigger pictures, bigger storage, bigger iCloud, bigger cost, bigger benefits for Apple, bigger salary payments for these lossy “Genius” who don’t care about customers experience at all!!! My family has been using Apple products for more than 10 years, spent more than 30000 CAD for many devices… then this is the lossy service the Apple has to provide! Shame on you!
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December 2023 by Arjun Raythatha
These guys care more about the customer behind you rather than you.I know there’s a rush but I think quality is greater than quantity.You can’t just shoo a customer without understanding their problem just because you have more customers in line!!!!One guy at the Genius Bar did that and the guy at the entrance did that.Guys, improve you customer service at least if not the phones!!!
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November 2023 by Butter Vs GOLD
Last week, I encountered a significant issue with my iPhone 12 Pro — it was stuck on a reboot with a flashing Apple logo. Initially, I visited an Apple Store for help, where they only attempted a software reset, which failed. They quickly concluded that I needed a new phone without exploring other repair options.Seeking a second opinion, I consulted a third-party service. They identified a common problem related to the Face ID module. After disconnecting the Face ID and speaker module, my phone started working again, albeit with some minor issues like the non-functioning top speaker and Face ID, and a slightly lifted screen.However, the real problem began when I returned to the Apple Store, hoping to get the Face ID fixed. I explained the entire situation, including the third-party service's intervention. After leaving my phone for repair, I was later informed of Apple's policy against repairing devices serviced by third parties. I was shocked to find that my phone's screen, which was previously fully functional despite being slightly lifted, was now partly non-functional with white spots.When I raised this new issue with the staff, specifically with Kayle, the manager of the Genius Bar, I was met with extreme rudeness. They insisted the screen issue existed before and offered a replacement phone for over $700. This is completely unfair, considering the screen damage occurred while in Apple's possession. My attempts to discuss this further were dismissed, and I was asked to leave the store, leading to an unnecessary police call.I am deeply disappointed and frustrated by this experience. It's disheartening to see such a lack of accountability and poor customer service from a brand like Apple. This incident has significantly diminished my trust in Apple's service standards.
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November 2023 by Julia Nufer
My recent shopping experience at Apple Coquitlam was nothing short of exceptional. From the moment I stepped into the store, I was greeted with the highest level of service and an unwavering commitment to customer satisfaction. The sales representatives exhibited a remarkable dedication to educating and assisting customers, all while sporting genuine smiles and an infectious enthusiasm that made the entire shopping experience a delight.My purchase of the iPhone online was seamless and remarkably efficient. Placing my order at 2 pm, I was pleasantly surprised to find that by 6 pm, I was already picking up my new device. The order system, coupled with the prompt text notifications, showcased Apple's commitment to streamlined and customer-friendly processes.Although my overall experience was overwhelmingly positive, I couldn't help but feel slightly disappointed that the $2300 phone didn't include any additional accessories. The necessity to purchase separate adapters for USB-C and other essentials felt like an additional cost, particularly considering the significant investment already made. It's disheartening to see a company of Apple's stature prioritize profit over the complete satisfaction of its loyal customers. The shift from the seamless, wireless experience to one cluttered with various cords and adapters has indeed altered the charm of acquiring a new Apple device, causing more of a headache than anticipated. For instance, even with the new MacBook Pro, I found myself needing adapters for adapters just to ensure compatibility with older devices. It's high time for Apple to reconsider this approach, prioritizing user convenience over increased profits.Despite this minor setback, the Apple Coquitlam store stands as a shining example of customer service excellence and friendliness. The staff's profound knowledge, efficiency, and dedication to creating a positive customer experience are a testament to the brand's commitment to its patrons. Apple Coquitlam has set a standard of service that other establishments should strive to emulate. My overall experience at the store was a reaffirmation of why Apple remains a leader in the industry, and I look forward to continued excellence from the brand.
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November 2023 by Miles P
Worse customer service. I went there today to get help with my iPad and this man in his 20's with short reddish hair told me "you have to wait for three hours and if you can't wait then just go" and then he walked away. Perhaps the management needs to hire professionals who understand patience and tact in dealing with customers and more technicians!
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October 2023 by Zainab Taha
I was there today a few days ago. I bought myself an iPhone 15 Plus, but the problem happened to me with the phone’s screen. When I went there, the employees were very cooperative with me. They even took the old phone and gave me a new one, and hoped that I would not be disappointed with the new device. Thank you. Thank you for the good service
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September 2023 by ava bouillon
I got my phone screen fixed today after breaking it at work. brought it in to see a quote and other options i had. the two men and woman i dealt with were absolutely amazing. my phone was fixed and done by the end of the day. all in all i had such a pleasant experience!
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September 2023 by Pawni Varmani
Absolutely worst service I’ve ever seen. Came in an hour before closing, told the person in the front what I wanted and was told to wait for about 10 minutes and that they had my phone in stock. 45 minutes later another guy comes in and tell me to go to the carrier as they were closing in 15 minutes and did not have time to check its availability for me. It felt like discrimination and they didn’t even listen when I wanted to complain for my time wasted.
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September 2023 by nadia motei
0 is better, they are rude and for 25 cent for bag for purchase over200$ the rude staff want to charge me. I hate this store.
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September 2023 by Rindra Ramamonjison
If you are looking for the worst customer service of all Apple stores in greater Vancouver, this is your store.I came here to their genius bar because my iPhone had an issue. It would not turn on. I did not expect to be patronized, to be lectured about what is in my best interest, to waste my time being passed between one technician to another. The first technician told me they would replace the phone for this kind of iPhone if it does not turn on, then he changed his mind and said he felt a vibration so we just gonna replace the screen and 99% of the time it would fix it. I did not feel comfortable with his dumb-downed explanations and he asked me to talk to another technician whom reassured me and literally promised to replace the screen within 90mn. But then, they would not deliver because they found some humidity inside my phone. They said it is a "damaged phone" and would not replace the screen even if the phone is still under warranty.I came to the store at 2pm and at 4pm, I was told they would not replace the screen and I have to pay $129 for getting a refurbished phone because that is for my "best interest", the manager Dougie said. Then, when I agreed to pay the fee, he finally told they don't have a replacement phone yet. I have to wait for days to get it.I took the phone to the phone and went to the phone repair kiosk downstairs and it took them exactly 15mn to replace the screen, paid half the fee and got my phone data back.Had I accepted being coerced by the staff to follow their words, I would have lost my photos and data, paid twice the amount it would have required to fix my phone. In his own words: "do you want to replace your phone or not?" I really did not like the tone of the manager Dougie, nor the initial encounter with Kevin whom I said I am confused by his explanations and told me if "you want to talk to another technician".It seems like this genius bar at this store is run like a military operation and the manager feels entitled so the team also treat customers like me as just a consumer. At least, that is exactly how I felt but they would of course deny all of that.I will never come back to this store again. It is not a hit a miss. This is the experience they want customers to have. They follow their playbook and process without any regard to what customers feel about the experience there.
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September 2023 by Lindy Lou
This is my silicone watch strap after 11 months of wear. I brought it into the Apple Store at Coquitlam Centre. They told me it was not under warranty as it was my fault it tore in half (as I was putting in on after charging). She said she’d never seen that before - so couldn’t possibly be a defect. What ensued was an unpleasant experience where I felt like a ping pong ball being shunted from counter to counter. I had an appointment (which the fourth representative told me wasn’t possible because they no longer do appointments - I showed him my confirmation text), but they continued shuffling me from counter to counter. All in all, a sad experience with staff that felt almost robotic. Don’t get me wrong, I love my watch - and my iPhone and my iPad. But Apple doesn’t seem to get customer service. When a new, superior company and product surfaces, that’s where I’ll be headed.
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August 2023 by Joy Jingco
The staff are a hit or miss. The first guy who sold us our phone was nice and friendly, but then came the part where we had to setup our new phones… the first girl that came was wonderful, but then she took her break and we got switched with this other guy (he had a beard, hat and earrings), - long story short: he sucked! Just rude and terrible!He kept trying to take my old phone away before the setup was complete saying to me “since you traded in your old phone it’s now ours, your data is backup up to yesterday”. Meanwhile I had to aggressively repeat 3x: “it’s backed up to YESTERDAY. I have new pictures TODAY! I took my one year old to the fair and I want to make sure the pictures are transferred over! Please wait until they are!!” I understand it’s a trade in, but it’s still my right to ensure my data is transferred! Please retrain your staff!In summary - go to Metrotown. Their staff are more consistent.
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August 2023 by phung pham
Big spacious store with all the iphones, ipods and ipads with apple products. Shop is usually not busy much.