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January 2024 by Jacinta Devlin
Just drive to another Apple store. The WORST customer service I have ever experienced at an Apple. This store needs some serious customer service training. Hailey was misinformed and lacking knowledge of the processes and Patrick at the Genius bar was rude & condescending. Not what I expect at Apple. Was assured that if I came back 4.5 hours later they would be able to change my battery. After making it clear it was a 45 min drive both ways for me, there was nothing more they could offer. Drove back at 6:45pm for them to tell me they don't have the battery in-stock and even if they did it would be 2-4 days to change the battery. I waited 4.5 hours and drove 3 hours when they could've taken 2 minutes to check in back. Awful experience all around.
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January 2024 by Pam Herr
I got gift cards for a gift and wanted an Apple Watch.At Coconut Point FL they were very organized and helpful from the guy that met me to the awesome lady, Liz that waited on me. This girl was very knowledgeable and could multitask!!she had so much patience and help several people at the same time who wanted watches. I give her a great big 5STARS. She is the best.
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January 2024 by Jim
I've owned Apple products for 16 years and have been relatively happy with them.I was need of a new battery for my phone so I called Apple and after 35 minutes of explaining to the person what I wanted to know I finally got to speak directly to the store manager. he wouldn't even tell me if he had the battery in stock until I made an appointment, drove the hour and 20 minutes to the store to find out if they had it. I explained I was far away and only wanted to know if it was in stock at this moment. They would not tell me.extremely disappointed in how this was handled. It appeared to be a total lack of caring for the customer on their part.The 1 star rating is far to many!!!
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January 2024 by Valerie Nation
I can’t say much because I didn’t buy in store but I went to get answers. I am interested in buying an iPad so had questions. When entering, an employee greeted me and asked what I needed. He then added me to a queue on his iPad and said we could mosey while waiting for an associate to help me. They were very busy. I waited for about 15 minutes and then just left because it wasn’t that important.
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December 2023 by Joseph McDaniel
Useless. Scheduled an appointment for a $69 battery replacement. Waited 70 minutes past my appointment time, only to be told they couldn’t do it today. Had the audacity to apologize that my appointment was “a little” late. It was apparent that they don’t want to replace batteries at all, they’d much rather sell you a new phone.Also witnessed lots of employees standing around chit-chatting instead of helping customers, but I only noticed because I had to wait so long.
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December 2023 by Yamile F.
Came in, not one employee greeted us or came up to us to see if we needed help. Can’t say the same for every customer in that store, they greeted everyone else and walked up to them but not me and my two sisters. We were in the store for a while and my younger sister even attempted to get the attention of one employee who literally walked right past her when she said “excuse me”. After 45 minutes we just left and decided to come back and again no greeting but the couple behind us did and a member walked up to them immediately. We ended up with one employee because the security accidentally bumped into my sister and caught the attention of an employee and we just asked that employee to help us. It was frustrating to say the least because we felt invisible. I’m not sure if it’s because of the way we looked or something but do better. I’ve been here 2 times and I’ve never been treated the way they treat the YT people. I never wanna help these people earn commission again just gonna buy it online and wait the 3 days because there’s no difference that’s how it feels like it’s lasts when you’re in this store.
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November 2023 by Adam Dalton
I attended a class to become more productive with my MacBook. The class was very helpful and it was fun to interact. I find the people that work here are very knowledgeable and offer great advice for my technical shortcomings.
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October 2023 by Gabriella Pelissari
Got in, was told 20 minute wait to trade in a watch, been waiting for an hour and left cause no one can care less, 5 people that works there just chatting with each and leave people waiting, i wish apple could be like every other normal store, grab what you want and walk to check out!!! Or at least they start giving good attention to the customers! Just awful!!!
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October 2023 by Brynne Wiedeman
we showed up at 7:15pm and they close at 8pm. an apple employee was eager and ready to help us make a purchase. the manager (justin) then came over, whispered into the employees ear then the manager told us no one was available to help us. there were a few employees standing around readily available to help us. the manager spent 10 minutes arguing with us telling us no one could help us (which could’ve been all the time it took to check us out and grab the product we came in to purchase). when we asked him why we couldn’t be helped he wouldnt give us an answer
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September 2023 by Dr. Greg C.
Had to seek some help at Genius Bar regarding a 2016 IPad battery issue. The battery was considered past its service life; I was offered a new 2016 iPad like mine new in box, new battery, out the door for $99.00 plus tax! Amazing. Great help from courteous associate the whole time.Apple is the best!
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September 2023 by Joseph Gonzalez
Incompetence is the best word to describe the staff here. After paying to increase my ICloud data storage to back up my phone after having a hardware malfunction, when I got home I found out that the backup didn't take because of said malfunction. I spent four hours waiting for the repair through no fault of my own and lost my sons video of his birth. Thanks Apple.
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September 2023 by Jeff W.
I have had good experiences in the past at this bestbuy however this was pretty bad. I know it's hard to get people right now, that was not a problem here, plenty of blue shirts milling about, however you have no idea which ones are capable of helping you. After about 30 min someone from mobile tried to help me but he admitted he could not answer my questions... final someone from the TV section tried but could not tell me really anything about their TV install capabilities and when I asked about Apple TV she was clearly guessing... and the guess was to say "no" because there really is no consequence for a customer silently walking out the door. My recommendation is to cross train your team and clearly note who is capable of answering questions for different areas. I hope it improves. I like Bestbuy but this was a poor customer experience.
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September 2023 by L Smiley
Four stars because it took two visits to get the problem resolved. Five stars for how respectful and helpful the employees are at the location. Had an appointment both days, did not have to wait either visit, was helped right away. How to receive a new phone, and there were some problems transferring over information. The gentleman took plenty of time trying to make sure the transfer was successful before we left. Unfortunately, final transfer of a critical app was not successful, that is much more likely because it is a military app rather than anything having to do with the efforts of the Apple employee.
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August 2023 by Jayne Walker
Purchased a MacBook online set a time to pick it up between 130 and 145 when we arrived at this location at 1:50 I was escorted by a heavyset woman with very bright lipstick, which this comes into play because as I find out this is the manager. I wait in the specific area for about 10 minutes. I was also with my husband and he was looking at other products but was able to receive help before I did so I showed the lady my order number and explained I had the appointment to pick it up at this time and they told me it was still processing. They then tell me to call the Apple customer care because they can’t help me. I proceeded to do that and as I am doing that another sales associate comes up to us and I explained to her this has happened before actually a month but at that time somebody canceled the order, so I just want to make sure my order is not being canceled. Unfortunately, I should’ve never said anything about that because that’s all they wanted to talk about was the prior attempt at purchasing a MacBook now the heavyset lady, with a very bright lipstick, decides to come over and ask what’s the problem I explain to her what’s going on and let her know. I actually have to be out of the store within a few minutes because I have an appointment to be at at 3 o’clock. She turns to the sales associate laughs and rolls her eyes. I said to her I don’t understand what is so funny about the situation and she says everybody’s busy not just you at that point I explain to her whether or not everybody’s busy I had an appointment from 1:30 to 1:45 to pick up this MacBook, it is now 215 and nobody knows what is happening, so this is an excusable , I let my husband know he can talk to her because I am not going to talk to somebody who is so disrespectful. I went outside and spoke with AppleCare. They proceeded to tell me they don’t know what the holdup is but my laptop will be ready in about 15 minutes unfortunately by this time I cannot wait another 15 minutes so I had to cancel my order. In the meantime, my husband is in the store, speaking to the heavyset lady with the bright lipstick And she tells him that he’s going to get nowhere and she doesn’t care if he has money to pay for it because money does not matter at the Apple store, which I find very confusing, because if money didn’t matter, then they would just be giving the stuff away for free so in conclusion if you want to get a MacBook or any type of product from the store, just order it online and have it sent to your home because you will not get any customer service from these employees especially the The heavyset manager with the bright lipstick.
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August 2023 by R W.
Zero stars not an option so you get one, begrudgingly. I ordered a Mac for pickup thru the Apple App, using Apply Pay, set a pick up time at a local Apple Store (Coconut Point Estero). Arrived on time, checked in, Genius Bar person acknowledged we had an order but for some reason the order was "grayed out" so the order was "processing" and therefore apparently unable to deliver. Their suggestion? Call Apple Care! That is not a good sign, but we do. Guess what? Wait for it.... person answers the phone ends up transferring the call to another person. So, basically the associate places the responsibility on us, the paying customer, to untangle as to why my order is "processing" even though my Apple Cad has already been charged. I had not yet gotten a text or email to "confirm" the order but I am not going to wait at home for such a notification because then Apple Store will give me the runaround when I am late, and yes, Apple sets the timetable.Meanwhile, we end up with another sales agent and then a person purporting themselves to be a "manager". Based upon prior experience at this location, I have known people to represent themselves as managers but, in fact are not. Okay, taken at face value. Apparently Apple, as a matter of training, teaches their retail staff stonewalling and side-stepping as customer service methods. In this encounter, they keep referring back to a prior negative experience I had at another location, nice background but not relevant here, I probably should not have even mentioned it. But none of this is expediting my paid for order. We explain we have an appointment in an hour and the "manager" merely smirks and remarks how everyone is busy. Mind you, still on the phone with Apple Care. Manager departs myself and sales associate supposedly to look into it. Do you believe the manager asked me why I would choose pre-order with in-store pickup? Why not? Do I need to justify it to you? If it is such a problem, then why is it an option? Doesn't it work to your benefit? The customer has paid, walks in, collects, and leaves. When I mentioned in the future I will just bypass the store for shipping to me, the associate tries to plant that seed of doubt, suppose it gets stolen? Well, at least I have an answer as to why my device isn't in my hands, at the Apple Store no one knows anything. I was getting pretty frustrated by the circular logic and lack of focus on the bottom line- either give me my Mac or don't. We are well beyond the pick up time window, and it would probably take another 10 or 15 minutes for this additional research, but I am not sure what they expected to uncover, remember the other associate said my order was "processing" and grayed out, so if you could not tell me anything then, what more could you add now? And you know what? I am sure they would come back after all this looking around with an "I don't know" or come back next week sometime, good answer. If I wanted it 7 days from now, I would have ordered it for next week, not same day pickup right? I was going to be late for the appointment the manager sneered at. While they were supposedly "researching" I gave up and walked out of the store situation unresolved. No Mac. The finale of the call to Apple Care sums it up. According to Apple, just because they give you an appointment time frame does not obligate them to deliver on time, so you better not be late, but they will not respect your time. So do not take your appointment time literally but more like a guideline. I attempted to change my order from a pickup to a delivery, but they said they cannot do that, I would have to cancel the order and place another order. So I cancelled the order and did not place another order. So, in order to make lemonade out of lemons here, Iet us recap what we learned:#1- Pre-order and pick up is likely to be a disaster. Do yourself a favor, just walk in, ask for the product you want, pay for it, and leave with your selection in hand. It COULD BE,