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December 2023 by Sam Ioannidis
Last night on black Friday i went to your store. I entered the mall at 7pm and you had a huge line up so i decided to stay in the mall look around and wait until the line died down. We then walked back up after and hanging out in the mall longer than we had planned. I was now 945pm and me and my wife walked up to the entrance(no line up at all) and were greeted by your employee standing at the entrance asking me what we were visiting for or how can we help. At this point I said yes we have been here at the mall waiting for the line to die down and we wanted to come and buy 2 new iPhone 15 and we know the colors and the models so just want to come in and pay for them and then leave.He then responded by telling that all of the representatives were busy with clients and I was like ok I will wait and hope someone frees up. He would not even let us in the store and just wait and also stated that he had to turn so many people away.I find it extremely rude and inconvenient that we were not allowed to even enter the store and just wait. We drove across the city on typically the busiest day next to boxing day for sales trying to find parking and wait in the mall longer than we intended to just to have the have the opportunity to come in the store then to be stopped and said you cant even wait to see if anyone frees up.We have purchased numerous products from apple and its really disappointing to have been treated like that. I never really even entertained the idea of switching from Apple to a different brand but I have now entertained the idea and will be looking to do so.
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November 2023 by Rosanne M.
Be careful if you are looking to have your computer repaired. Twice I was persuaded to buy a new computer because mine was going to be too expensive to repair and not worth it because it was 'old'. Twice they were wrong! First time I had to take it to another store. Second time I had to call for a supervisor to overlook the work. Both times, my computer was up and running, no charge. I also had to wait over 40 minutes for an appointment before I got up and walked out. I was told, "sorry we're busy". Obviously, this store doesn't understand what it means to make an appointment.
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November 2023 by Matthew Dovsek
We had a fabulous experience, due to your salesperson, Larissa. She anticipated our every need, shared her knowledge and expertise with a friendly smile. Someone needs to make her the manager.
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October 2023 by Adam
Showed up to my appointment on time. Had to walk up to staff to check in and was told to wait so I did for almost half an hour as I saw tech staff going up to other people who are just walking in to help them. After the 5 or 6th person to get service right away I spoke up and they said oh yes, just wait at a different table, so I did. Another 10 minutes goes by before a staff came to me.. turns out they don’t keep replacement accessories for the Apple Watch in store like I was told they would over the phone due to my watch band breaking, so I drove 2 hours to go into the store for nothing. They had to order it and I have to drive another 2 hours to pick it up when it comes in.
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October 2023 by A Skinner
Disappointing experience with this store. Good service when buying multiple products from them, but not so much when problems arise. One manager in particular was condescending and unwilling to even look into my recent concern. On top of that, our Apple products have been much less reliable than in years past, while service seems to be declining. Not a great combination.
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September 2023 by Kathy Huxley
Took in phone to diagnose after 6 pm. They soon found it needed a new screen. Answered all my questions and checked on a few things. Said they could book an appt in a hour. By 8:45 it was done and working Really great young lady and tech guy! Missed their names but they have fantastic customer service! Really great experience.
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September 2023 by Jessica Filson
First time shopper.. went and picked up an iPad pro for my husband's birthday and the salesman was fantastic! I have minimal knowledge on apple products. I explained what he wanted it for and he gave me my options but wasn't pushy about having to pick the most expensive thing. Definitely a great experience! It was a busy busy day there and I was helped very quickly!
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September 2023 by Adam Mullins
The team lead is a deadbeat who should not be given a position where he has to deal with people, and especially be the carrier of bad news. No sympathy and honestly no visible skills sets that this guy even knows how to do his job. If you ask for or hear anyone say “team lead” save yourself from this lazy fellow that looks like he just smoked marijuana. I am mind blown by the recruitment tactics of large companies especially apple. If someone starts slacking months or years into their career, please remind them your core company values. Surprising to see no “genius” at the Genius Bar knows anything about the apple devices. Many issues I overhear or presented that I was having. A YouTuber could help fix but a supposable apple genius could not even diagnose.Awful representation.
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September 2023 by Diane Hogan
Today I was in the store to discuss watches. This was a follow up visit. My First visit was helpful, rep was knowledgeable.Today, the rep did not listen to what I was saying. All she had to say was why not get the series 9?I did not hear of an update to the SE.She said there always is.No details. Not helpful.Actually rude.
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September 2023 by Shuangjin Zhang
Today, started around 5 PM, my visit to the Apple Store in Masonville was truly remarkable. The staff there went above and beyond to assist me in resetting my iPhone, essentially restoring it to a brand-new state. Their patience, professionalism, and expertise were absolutely exceptional. Their attitude and level of service were nothing short of outstanding, and I departed from the store completely satisfied. I had wrestled with my malfunctioning iPhone for hours, unable even to power it off, so their help was incredibly valuable to me. A heartfelt thank you to them for their assistance.
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September 2023 by Niaz Chalabianloo
I recently purchased an iPad Air from Apple Masonville, and I must commend the exceptional service provided by a very friendly elderly staff member. Not only did he assist me with my purchase, but he also entertained my wife and me with some delightful magic tricks. The transaction was smooth, and his professionalism stood out. Thank you for a memorable experience!
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September 2023 by Peter Yuan
Exceptional poor service, surprisingly with an Apple Store. Ordered online for pick up at the local store, email stated “Available Today”. When I followed up at 5:45pm, “it is being shipped to the store” and the attitude is “what else do you want?” It is not a trustworthy brand anymore. Peter
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August 2023 by marijke L.C.
My son travelled two hours from Windsor for 2:15 pm appointment on July 29. Genius tech examined faulty right air pod and said nothing he can do -- because he had no air pod in stock to test. Very poor customer service. No solutions offered, nor any apparent attempt to think of any other ways to triage. 3rd gen. air pods and Apple Care, what a waste of good money. Not impressed with performance of this Genius Bar for what should have been a simple exercise.
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August 2023 by Jiahe Shi
Just had a horrible shopping experience in this store. I’ve been setting in inside for MORE than 9 minutes and none of the assistance come to ask what I need or service me. During this long 9 minutes I tried sooo many times to get eye contact with the salesperson to get their attention. I even see two salespeople standing in front of me and chat gladly……Btw I’m an Asian boy wearing orange shirt and several Apple devices on me. Really hope I just overthink it, but this store really need to improve their service quality ASAP for sure.
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July 2023 by Pennie Jevnikar
July 20, 2023. Took my 95 year old mother to look at iPads. She was treated with such respect and caring. Each staff member was super. She purchased an appropriate iPad and then had it customized for her needs. It was an excellent experience in all regards.