-
April 2024 by NELL
Went in to get help with my new iPhone 15 pro. The camera wasn't focusing properly.I walked in and stood in front of a group of employees chit chatting, eventually one of them asked if I needed help and I said yes and they asked if I had an appointment. I replied yes again, and as this woman was looking me up a man next to her said "I see a (my name) scheduled for 5:50pm is that you?" It was 5:30pm. I said yes, I can wait the 20 minutes if needed, but he said he could help me then.We went over to a table and he explained that sometimes removing everything from the device and doing a hard reset and then reloading all my info is better than downloading everything from the cloud (I forget why he said this is) so he asked if I wanted to try that. He explained that I'd have to redownload all my apps and re-login to everything, and reset all my preferences and whatnot and my screen set up but that all of my actual information (texts, contacts, etc) would be preserved. I said let's do it, and he proceeded.After things go booted back up and I was in the process of downloading my apps and signing back in and all that I noticed that about half of my contacts weren't showing up. I called the guy over and asked him what was going on. He said that he suspected some of my contacts were Gmail contacts rather than icloud contacts and that once I logged in to my Gmail account and granted permission to my contacts they would be repopulated. I went to login, and got a notification to go to Authenticator, but when I went to Authenticator it told me to go back to Gmail, which then displayed a message telling me to open the Gmail app (which is what I was already in). He looked at it for a bit and went in the same circles I had just gone in, and then handed my phone back to me and just said "sorry, weird". I was like, ummmm, you're not going to help me? He said he'd never seen that happen before and wasn't sure what to tell me.Eventually I made my way over to a computer to see if I could figure anything out by trying to login to Gmail on a computer rather than through the app. A different associate came over, a very petite Asian woman in a baseball hat, and asked if I needed help. I explained to her what had happened and that I was left to figure things out on my own and she took it upon herself to make this her problem as much as mine. Together we were able to get things sorted out after over an hour of Googling, searching through Reddit, and changing some Gmail settings online.The fact that the original dude just walked away and told me there was essentially nothing he could do, while then going and standing with his work buddies leaning against a table doing literally nothing but gabbing, is beyond infuriating. I was late to pick up my 1 year old because of this situation, and unable to contact her sitter because of not having access to all my contacts. I think by the time I left the Apple Store it was 7pm, and remember I had arrived at 5:30pm.Absolutely ridiculous, awful customer service from that guy, and many thanks to that other employee.
-
April 2024 by Peggy Schall
Bought screen protector online but found out that is self administered so staff returned it and was able to switch to the one staff will put on your phone.
-
March 2024 by DC2
I don't like leaving negative reviews, but sometimes it's necessary for the public good. My recent support experience at this location was very poor.I have a 2018 15" MacBook Pro. It needed a battery replacement. the battery replacement for this model is tedious. Apple will replace it for $250. This is what I took it in for.I set an appointment, arrived for the appointment, was greeted and checked in, then fully ignored for over an hour. Many people came for service and left again while I waited. They were busy, but I couldn't get a tech or associate to make eye contact. over an hour after sitting, during a lull, I managed to interject myself into the very end of a conversation between a customer (who arrived WELL after I did and was now checked out and leaving) and a tech. I informed the tech I had been allegedly checked in over an hour prior but hadn't had contact since. The tech discovered the process hadn't been completed on their end, and repeated the process again. In short order, I was finally seen.Stephanie, the attending associate, was polite and courteous, and very understanding. She informed me about the battery replacement cost, then requested I leave my machine with them for the day so someone in the back could take a look at it in order to verify that the battery was the issue. She was kind and professional throughout. Stephanie is the only one that deserves any stars.I was called later that evening and informed that unfortunately, the battery had been tested, and it was not the only issue, and in fact the entire main logic board would need to be replaced, as well. The flat rate for this is $698.This surprised me. It surprised me because I used to run an Apple tech shop. I was in that world for many years. Simply put, I had already run the diagnostics and verified it was the battery. But replacing batteries for models from this time-frame is tedious, because the batteries are attached directly below the trackpad with an adhesive that works very well. You have to be careful with batteries- damaging them can cause them to catch fire. To remove them, you basically have to disconnect everything inside the case- again, it is a tedious process. I get not wanting to do it. But for $250 and the fact that the company offers the service, I expect it to be done- properly.In order to truly verify that the battery is the issue- especially in cases like mine, where the machine was failing startup entirely due to the bad battery- you have to remove the bottom case and manually disconnect the battery, then power on the machine from an external charger. This is because in this model the battery is in the direct path of the external power source, so if it is bad and attached, external power also fails to boot the machine, hence the requisite battery disconnect. It's not extremely difficult, but it isn't exactly easy, either. I get it- but I didn't design this thing, and I don't professionally service them, either.So, knowing all of that, I asked if they were sure and what had been done to bring them to this conclusion. I was told directly the battery had been disconnected, and that the machine still hadn't started up. Furthermore, I was told directly that the diagnostics had also shown issues with the MLB, and needed to be sent out for repair- the flat rate was now $698.I was dubious. I opted out of the service, and picked my machine up the next day. In the notes on the form I had to sign in order to get my machine back, I noticed it stated I was not running the most recent version of MacOS. Again, I found this strange, because I happen to know that I am.So I had another professional look at it. Battery is now replaced, diagnostics show all is good across the board.Apple techs never actually tested the battery, they never detached it for verification- they never cracked the case. In short, they didn't do their due diligence, and then blatantly lied about it. They couldn't be bothered, and went for the money grab instead.Unless you hate your money, go to a diffe
-
March 2024 by kingdom trends
My experience was superb! Jeff was amazing at getting my MAC sent to repair and making sure the warranty was on point. The manager also at the time (didn't catch her name) was also on board. I ended up coming out not having to pay for the repair for the screen which was a huge blessing to my pockets. Not sure about everyone elses experience. But if it's anything like mine, the consistency from all with the service I received would amp the stars up for sure. Thanks Apple Store Tacoma.Signed Happy Apple Customer, ?
-
March 2024 by Daizha Brown
I spent 1.5 hours in this store to simply get a replacement 3rd gen Airpod case, only to be told I needed a receipt to show the Airpods were an authorized purchase. Interesting. Considering they were a gift, I didn't have the physical receipt with me as I had left that at home. In hindsight, you can simply click the Airpods in the device section and view the serial number, but I was told the case couldn't be sold without showing the serial number which wasn't found. Great. After doing some searching I found the receipt and was still told the reference number and receipt wouldn't suffice. I asked can't you just look up the name and email of my bf who purchased it and view the purchase? I was told no and that he would have to come up with the payment card. Interesting, never have I ever been to an Apple Store where they can't simply look up a purchase made at the store. A manager came in to help with the case and got the name of my lovely bf who purchased it and ten minutes later, walks out with the receipt printed. All it took was a first and last name, like I said.So I am giving a 1 star review because1) Waste of my precious time2) You can simply look up any name to find a purchase which is exactly what I said3) Lack of problem solving skills on several occassions4) And lastly, why go through all that trouble lowkey assuming the Airpods were from an unathorized dealer in the first place....during Black History Month at that. It's giving microaggression and unconcoious biases at work.
-
March 2024 by Nicki Michaels
Jay was very helpful and insightful.
-
March 2024 by Jimmy Dimitrios
no many coffee areas
-
March 2024 by Tom Cornwell
Great customer serviceClean, orderly store
-
February 2024 by Dominique Smith
I needed to have my phone restored after it was stolen. Victoria helped us resolve this issue rather quickly.
-
February 2024 by Roman Borishkevich
They will only help you if you schedule an appointment, very disappointed.
-
February 2024 by Jim
Bad customer service. Snobby employees who look down on you. They can’t be asked to help. Most of all they just waste your time
-
February 2024 by Joel B
Worst experience. Customer service is garbage. They do not value your time. I set up an appointment at 2 to get a phone screen fixed and I had to wait till 6:30 pm to be seen. They initially told me I was checked in and then told me my appointment will be at 3 pm then 5 pm. I got seen at 7 pm. And was treated terribly by staff.
-
February 2024 by Abby Brockman
Brantley and Victoria helped my friend so much today that I’m writing this review as we’re still sitting here! They were both so patient and helpful, explaining the entire diagnostic process, how to protect and transfer files, and answered all of our many questions and fears. He also went above and beyond to help it get covered by warranty which is an absolute game changer ? They are both so kind, friendly, personable, and knowledgeable. Thank you, Brantley and Victoria and Apple for bringing the best!!!
-
January 2024 by Bonnie Mariconda
I drove an hour to get here. I had made an appointment. I was treated with sort of a snotty attitude. Apparently you have to make a separate appointment for each device and when you’re like me, running my business and brings in 10 devices you were out of luck. Nowhere on the website did I see that nor have I been able to get in touch with the business department I get runaround in circles I was on the road once, and desperately needed an item that could not be produced unless I made an appointment during a very busy tradeshow. Also, my devices have disappointed me I’ve invested $10k plusApple and wish I felt more valued as a customer.
-
January 2024 by Kimberly Chastain
I called prior to coming in to verify that I could trade in my phone through my carrier, which I was told was possible. I go in, they remove my phone case and privacy screen protector, and start the trade-in. Somehow, the associate managed to butcher the process so that I not only "used" my upgrade, I'd have to wait 24hrs at a minimum to see the refund for a brand new iPhone off of my account with my carrier. I couldn't contact anyone while I was stuck there until I asked for a phone, and even after it all, they really expected me to take my disassembled phone products and old phone without even offering a simple, "Sorry. We messed up." OR offering to replace my screen protector? I had to state my case and reason with them that this is really bad business practice, and I had little to no desire to ever do business here again. The kicker is we had JUST come in a month prior and traded in my husband's phone, same way, with no issues. We had been in and out in ten minutes. I'm a stone cold believer in having a bad day, but not one person in that store took control of the situation, had the initiative to apologize, or the gall to at least offer some sort of compensation for completely wasting my time, messing up my upgrade plan with my carrier, and overall being the wettest fart of an iPhone upgrade experience. I don't even know if this brand new iPhone 15 Plus on my carrier's account is even going to come off of it. So I am likely paying for a phone I don't even own.