Apple Masonville

Although waited for almost an hour before the genius staffer helped , it was totally worth it.Evan was so knowledgeable, patient, and very professional. Helped with my issue’s (big ones) setting up my email addresses with patience. I am a 75 years old, not too technical , but with the helped of Evan, all my problems solved,Saying that, I will forever be loyal apple customer.Thank you Evan.

I don’t know if employees need to reach a quota for AppleCare sign ups but lying isn’t the way to go. We were purchasing a new iPhone and the employee told us that if we signed up for AppleCare and decided we didn’t want it anymore, we could easily cancel through the app and we wouldn’t get charged as long as it was under 30 days. Turns out this is a lie because we were still charged. I called into Apple Support and they told me that this info is wrong and I needed to call to cancel and they refused to refund me even though I was only listening to what the employee told me. Be very wary of what they tell you.

i had the pleasure of meeting Gary today at Apple Masonville. He completely exceeded our expectations - he was very knowledgeable in apple products, was pleasant to work with, the kindest soul, made me laugh and genuinely enjoy my experience of buying a new phone. He even showed a couple magic tricks at the end. 10/10 recommend asking for Gary when visiting apple.

I am writing to express my disappointment with my recent visit to the Apple Store on March 4th, 2023, at around 18:30-19:00. I visited the store to purchase an Apple Watch ultra, and while the employee at the door was welcoming, the service I received at the Apple Watch desk was subpar.Upon arriving at the desk, I waited patiently for the employee to finish serving another customer. However, after completing the previous transaction, the employee completely ignored me and instead attended to someone else who arrived after me. I stood beside the employee for a full five minutes without any acknowledgment or assistance.Feeling neglected, I sought help from another employee, who advised me to wait for assistance. I waited for another five minutes, but no one attended to me until after a total of 15 minutes of being ignored. I found this extremely disappointing, as I expected better service from such a reputable company.While I understand that customers may be expected to have some prior knowledge of products, it is the responsibility of store employees to provide assistance and support to all customers, regardless of their level of familiarity with the products. Waiting for 15 minutes without any acknowledgment or assistance was unacceptable and made me feel undervalued as a customer.I kindly request that Apple addresses this issue to ensure that future customers do not experience similar treatment.

The staff in the store is okay, but there are two people I don't know if they are called senior advisor or supervisor who are very bad and are the worst staff I have ever seen. One is about a hundred and fifty centimeters tall with two large earrings male, l another is a very tall black male, they work very poorly and extremely bad attitude, their ability to work is to constantly check their tablet computer and then tell you nothing we can do. they as the store's l leader should be to help customers solve problems, or to solve the problems that normal employees can not Solve, not the problems that normal employees can't solve and you directly reject them. Especially the high supervisor, he doesn't even have the means to tell you the clear reason, he just does everything according to his system, such a person doesn't deserve to work in the store, much less to be the leader of the store. A person without any ability to solve additional problems should leave the store.Finally, Apple's apple care team helped me remotely to solve my problem, and I am very grateful to them. Thanks to Apple's customer service department for helping me, if you are greeted by these two managers in the store, my advice is to go home immediately and call the customer service department, it is much more useful than wasting time with them.

Was looking to purchase new AirPods for my wife for Mother’s Day, employees standing around not helping potential customers that are waiting to buy with product in hand.This is the third time this has happened at this location where I’ve had to wait for over 20 minutes for someone to even acknowledge that I was looking to buy something and it wasn’t until I was leaving the store.Mine as well just purchase online as it would probably be a quicker and easier process.

I've been a VERY satisfied Apple consumer for decades at this point. One of the things that's always kept me coming back has been the phenomenal Customer Support. That said, in the last week I have had some of the most terrible experiences with both an Apple Retail Store and the phone support I've ever had with a computer company. I'm generally frustrated with the situation I'm in, but that's neither here no there and I can cope with it and move on. What I'd like to do is file a complaint with the company for its own benefit so that heopefully this is a fluke and doesn't happen to someone that doesn't have such a good experience with the company. Had I not worked with Apple for so long I'm pretty sure I'd never buy another product after the terrible support I've gotten in the last few months. ‘Rae’ the store “Manager” said that she acknowledges the issue with my iPhone but can’t fix it. Because Apple doesn’t have to fix the software issues

One of the worst experience ever we had at this store. We were there to make a purchase and knew what we were buying but they had no sales rep available who could help us and we waited patiently for someone to come and help us where half of the staff was just standing idle and also ignorant including the manager who did had enough curtsey to make an eye contact to acknowledge that they are willing to deal with us. Later someone from sales cameTo help us and we made the purchase and were waiting for another personal of there store to bring the item out to location where we were standing. The other person made fun of our name making a joke to herColleagues in front of us. When we raisedConcern on this and expected an apology from her to which manager came over and apologized on behalf of her where she should have done that. This shows how much of etiquette and work ethics people working at apple store have. They are so unprofessional and falls on the manager itself who is ignorant to customers and lead with example where staff Don’t want to care about the customer. We returned the item right away and left disappointed. This is not going to effect the store or to the personnelBut overall the reputation of Apple as they are representing Apple and not themselves. Great work keep it so Apple realizes that they need to work on some people skills. They have made huge success in giving advance technology but poor customerService.

The customer service was amazing. The staff were super efficient and I didn’t have to move from one spot where I was looking at the iPads. The manager came up to put us on a waiting list but answered as many questions as he could because he didn’t want us waiting. After about 10 minutes the staff member Dustin came to answer the rest of my questions. Helped me pick which was the best option for me, and ensuring I had the software I needed. All products were brought to us by another staff member and we paid in the same spot. It was super efficient and amazing for my grandma who doesn’t like crowded places because we stayed in one place the whole time. Dustin was super nice and was super patient while I worked through all my questions.

Worst customer service experience. We bought an I phone 14 pro just a month ago and the battery keeps draining and need to be charged by afternoon. The Genius Bar guy , Rae, ( I think that’s his name) was outright rude and dismissive. He basically said iPhone 14 had higher resolution so battery will drain faster than other models. Wish I knew before I spent over $1500! Always had great support from Apple but the last store busy was horrible.