Apple The Gardens Mall

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Kevin Russell

Showed up at 2:40 for a 2:50 appointment to request a replacement for the battery swelling in my apple watch, that popped off the faceplate (a product defect, and fire hazard). Their "technical" people were more interested in helping some senior use his email account than documenting and addressing a product failure that could lead to loss of property or life in the worst case scenario (a fire). While I waited for my appointment, no less than three sales people casually walked up asked me what my issue was then proceeded to tell me basically the only option was to replace, at my cost their faulty device. I waited for 15 minutes after my appointment was scheduled , then walked out because clearly apple cares more about the bottom line that actual product quality. No way I'm going to be buying another apple product. Source: Product Design Engineer

D

I went in for a battery replacement and they told me that if they crack my phone’s screen during the replacement that I would be responsible for the cost of the screen replacement ($220). Two separate employees confirmed this. I denied service and called Apple support who then told me that was false and that they would call the store to confirm their policy. Support called the store and the employee at the store lied and said my phone had pre-existing screen separation that they saw during battery replacement. This is a lie because they never took my phone out of my hands to work on it. The phone is 100% functional and without defects. I don’t trust these employees and will never return after they chose to lie.

Graham

I came in today to the Gardens Apple Store for what should have been a quick, pre-arranged trade-in and pickup. Before we started, I asked for a different band and was told that would be “no problem.” Instead, they had to process the purchase and then refund it. They made a mistake with the refund, and only when I challenged the receipt did they realize my trade-in hadn’t been processed correctly. After dealing with two more advisors, I was told they’d have to email me a gift card. That took another hour of waiting. When I came back into the store, they acknowledged me and said someone would be right with me — but here I am still waiting, over 45 minutes later. What should have been quick has now taken almost three hours. This experience has been incredibly frustrating. The staff didn’t seem to care, and there was no sense of accountability for their mistakes. I remember when Apple stood out for the customer experience — now it feels no different than any other business that only cares about getting your money.

Tyler O

Sucked, spent a whole 45 minutes in here for the "genuis" to tell us that what we needed replaced they didnt have in stock. Couldn't you say that at the beginning so people dont waste the day here wondering why on God's green earth do I make a appointment at store to not be seen at the time of my appointment. The whole experience made me grateful to be a samsung owner and I hope apple fails as a business