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December 2023 by Darryl C.
The Apple Store was so helpful. We had an issue with our tablet's battery. They took a look and determined it was a fault within the iPad and not something we caused. They found a like iPad and replaced ours for minimal cost. I did not expect such assistance by replacing the old one because of the battery was faulty. I expected to be told there is nothing they can do but I was incorrect. I am thankful there was an Apple Store in such a central area.
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November 2023 by Connor B.
CoryManager and Jeff leadership genius bar, Apple team. Both have been the most disheartening people I have met that work for Apple so far. Connor Barner Guaranteed replacement day of if he showed up if there was inventory. This was done directly by Apple support team messaging. Connor took it into the store on 11/28/23 and he was informed that "" it's an anomaly where they have their diagnostics down "". Even though the phone was previously bent before any damage. The customer has AppleCare. Jeff at Apple store has been the worst part, a sweet lady brought out a replacement device had Connor to sign a contract for $99 to replace the brand new phone; that is in stock in the store. And now some random guy in leadership team decided to come up and say that we have to leave it overnight, even though they already have a replacement phone IN FRONT OF THE CUSTOMER (already promised to him before the leadership man (Jeff) showed up and the phone is clearly damaged and covered with insurance. This is terrible customer service for anyone, who is a working human being and needs to use their phone 24 seven and went out of their way to show up to the Apple Store after spending four hours at night on the phone with an apple support messenger to get to the problems solution , because connor was guaranteed "that if they had the iPhone he needed replaced in stock-they would replace it that day "" what kind of customer service brings out your replacement device when you desperately need it for work and then takes it back and says "due to their diagnostics being an Anomaly" "They are unable to replace the device for at least 24 hours "" -(Cody manger at Apple) As if that's the customers fault; and as if they shouldn't replace the device immediately, especially when they show it in stock IN FRONT OF YOU AND FIRST HAVE YOU SIGN TO HAVE IT REPLACED IMMEDIATELY. and- already confirmed that via messenger (WITH APPLE SUPPORT). This is not proper customer service, and the way in which these men treated myself and my husband was even worse.
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November 2023 by Sal G.
Far gone are the days of the customer focused Apple company. They no longer place the customer first and It's sad to think how you cannot count on them to standby their products. Now my phone screen is not working and I doubt they will repair it without asking for substantial money. Read my emails (photos) below for my frustration with Apple. Do yourself a favor, look around at other products. if you're in the ecosystem, like I am, look for ways to transition away like I'll be doing... all of my work devices and personal.
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November 2023 by Christian
Don’t get your devices serviced here. Go elsewhere. The employees are rude, untrustworthy and argumentative. Their manager “Wilson Wilson” has zero people skills and needs training in customer conflicts/escalations. Be prepared to wait extra long after you’ve booked an appointment. Most of the employees are just running around wasting everyone’s time chatting with each other. SMH.
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November 2023 by Jose Morales
The reviews are right when it comes to bad service . The guy that was helping me didn’t even know what he was doing. He ended up disconnecting my sister line and it was just a pain to call T-Mobile to get it resolved. I didn’t even authorize that. He said that the device would be activated once it has been turned on. The device was a surprise gift and there goes the surprise since my sister was asking me what had happened to her service. What a shame. This place needs better experienced people.
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November 2023 by James K.
Had no appointment and was greeted almost immediately by a rep. Told them we were there to upgrade my wife's iWatch and was told we could wait (approximately 23 minutes) or we'd get a text when a sales person was available. We waited and was asked to wait by a table that had lots of different iWatches to browse. Within 15 minutes, salesperson introduced himself and asked how he could help. Showed him the old watch checked it operation and condition said there would be a $60 trade-in (iWatch4). My wife wanted the new I watch nine in red, they went and pulled it out from the back, and offered to set up and transfer and close out the account from the old iWatch to the new. Took place in total from wait to completion less than an hour.
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November 2023 by J Bloodworth
It’s actually kind of humorous how other reviewers were right about this being the worst Apple Store ever. ? just glad it’s an outlier and not normal.Removed my screen protector I bought from them to assess value. Quoted me $200 less than apple site and then wouldn’t replace screen protector and said I had to file a claim through Belkin. Bad experience and could have been due to it being slightly busy and poor policy of store but both employees seemed to not be able to care less about me as a customer. Below average seems to be 3 stars as my phone is in worse shape after walking out of there as when I walked in.I just got notification from Apple about all the things they messed with on my account. They turned off find my and deleted it from my devices. They didn’t bother putting them back on.They also never bothered looking into why my current Apple Watch doesn’t track sleep. Just said “I don’t knooOOooooww.” ?Take another star. Haha, I am just glad this was a very abnormal experience with Apple Store representatives. Usually they’re always awesome.Just go to another location, they seriously do not care if you do anyways.
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November 2023 by Michael Skubic
Confusing and corporate. I hate it and everything here. It’s like a giant grey curtain but at least there are a few good bars
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November 2023 by Marilyn G.
Came here last month and placed an order for the IPHONE 15 PRO MAX 'coz I dropped my Iphone 14 pro max on the concrete again, the screen and Camera are not damaged, but the back has a bit of damage.It seems that every year at the same month my phone is flying away from my hand ;) , my husband said to just tell him if I wanted a new phone every year and he will get me a new phone, but I'm sure that it's just coincidence when Apple release a new phone something happens to my old phone ;) We went in to this Apple place in Fashion Valley, as always it's nice, bright, and always packed 'coz it's in the mall. There's a waiting list to get assistance, but it didn't take that long, we were accomodated right away. I showed my phone and I asked to replace my phone, a few suggestions was made, but the best suggestion was by the person who assisted us, they suggested we replace it to a new Phone, the Iphone 15 that came out this 2023I selected the Titanium iPhone 15 Pro Max with 1 terabyte.I Ordered my IPHONE 15 pro Max, and it was a quick process. It took awhile for it to get delivered, but it was worth the wait 'coz the new iPhone 15 pro max is TITANIUM, has a faster processor, and has a better camera , screen is the same size but the weight of this iPhone 15 pro max is Lighter than the iPhone 14 pro max.This APPLE place here in FASHION VALLEY is nice, the transactions are always smooth when I needed assistance on our iPhones.
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November 2023 by Heather Broomhall Photography
I visited on October 7, 2023 and had an absolutely fantastic experience with Trevor. He was patient and friendly and helped me with everything. The store was very busy and as we were figuring things out he didn’t let me feel rushed even for a second. He really went above and beyond and is a great asset to Apple. (And no, this is not his mother ;) ) Thank you so much Trevor!
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November 2023 by Grace Matthews
Mon., Oct 16 @ 2:30pm Fashion Valley Apple Store. Purchased 2 iPhones early for Xmas. One for me the other for hubby. We Didn’t want to want to get into the holiday rush and deal with crowds and shortages. No appointments were available at the store so we just went in. My hubby & I waited 45 minutes for an Apple sales rep to get to us. She was great once she finally arrived. The Fashion Valley Apple Store is always packed. But really??? It’s painful to wait a long time to buy an expensive appliance. Can’t Apple improve the stores customers service and wait time? It’s only going to get worse as the holidays come.
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November 2023 by Jay Jay
PSA: Regarding repairs avoid this location at all costs. After being told by a representative a computer repair would take 3-5 days, it's now been 17 days with no update regarding when the computer will be ready. There is no communication with the repair team, the customer service in store team provided no information or solution to the issue. As a Apple customer for 15 years, this is by far the worst possible service, repairs and communication I have ever received from the company. If you are repairing a device that is used for your business and is vital to operations: DO NOT GO TO THIS LOCATION.
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October 2023 by Paul D.
Utter chaos. I wasted one visit when it turned out their computer system had crashed and they could not do my transaction. I am not sure if they take appointments for what I was doing but I should have tried. Result was my second visit resulted in a wait to see the triage nurse at the front of the store. Then I was sent to stand in the corner waiting for service. Apparently several people were ahead of me. The line to see the triage nurse grew alarmingly out the door despite her efficiency. I was impressed when two more triage people appeared and quickly shrank the line.Once someone came for me it all went well.
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October 2023 by Darby H.
You know, I've been doing business with apple for a comparatively long time. But the manager of this store is simply the worst representative of the storied company, a useless twit who regurgitates company policy with such a contemptuous attitude that I must question my loyalty to their products. It is one thing to refuse to service a product (they do NOT service iPads for hardware problems, and they only offer "full-unit replacements" for a price comparable to a used iPad elsewhere). But it is vile to suggest that the customer should pay for AppleCare in order to have the company stand behind the product, and that something must be wrong with the customer's head should they decide otherwise. I have never had a store manager look down their nose at me, until this one. She literally sneered at my incredulity when I suggested that there's something wrong with selling an "unserviceable" product. But in this case, I'm less upset about the company line than the way it was delivered, with venom dripping from her words, sneers, insults to my intelligence, and the suggestion that I as a customer do not matter. She literally tried to convince me, gaslight me into thinking that I was being treated fairly. Well... my next purchase was from iFixit.
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September 2023 by Oren P.
Not easy or convenient to get to and also not very helpful when anyone there finally tries. Just getting an appointment is a pain - and if you come early, you will get to see others not have their problems resolved before yours is not, either.