Apple UTC

The manager did not honor our request to have the rep who had helped us on buying new phone with Verizon plan upgrade promotion a week ago that we come back to finish the business. We told the manager repeatedly we are willing to wait for the same rep who helped us last week, but the manager insisted he won’t be available, she asked another rep to help us but was not helpful, and even the manager failed to help us and wasted two hours of our time. Very poor management and very bad customer support. We left and will go to another store.

- Amy Hui

This place sucks. If I could give 0 stars I would. Scheduled an appointment at genius bar. Had to wait 15 minutes past scheduled time because only 1 genius was available. My issue wasn't resolved during the meeting and I was told the "lead genius" would call me back the next day. That didn't happen and I had to call in. I called in and the agent was condescending for some reason. I couldn't hear what he said at one point. He had said "repair". So when he repeated it he said "repair" with an "r". Not sure what else repair would start with or what it would be confused with. He could've done without that. It took him some time to figure out why I was calling. He ended up reading the meeting notes from the prior day and said he believed the "lead genius" was there and he would check. He asked me to stay on the line. I waited for over 5 minutes for the "lead genius" Javier to come on the call. Javier wasn't helpful at all and was condescending as well. Basically said nothing Apple could do for me and I should've purchased Apple Care. I said if that's Apple's position then I'm done with Apple. His response was "cool". Apple/this place doesn't care about its customers. I've had Apple for over 20+ years but this is it for me. I'll be moving away from Apple. Lemon computer aside, what really stands out is how Apple/this place just doesn't care about its customers. At least they didn't care about me.

- Andrew Evans

Congrats to Vivian and to the entire Apple team at the UTC mall for losing a 3.8k sale on an Apple Vision Pro + lenses yesterday, August 17, 2024. The rudeness and discrimination experienced with 3 different employees at this store made me and my family walk out and drive to the Fashion Valley store where we bought the Vision Pro, as planned. Vivian was rude, she looked at me and my brother from head to toe only because we have a foreign accent. This was a “Pretty Woman” kind of scene and like in the movie, the store is the one losing money, considering that the customer can find the products elsewhere. Reading other bad reviews, I really wonder if this store is profitable as the team is making many customers run away. Start training your team to welcome customers, introduce themselves with a smile and provide the best customer service to everyone the same way! If not, customers will keep choosing other Apple stores! I’ll definitely do that!

- Luciana Leone

Extremely unsatisfied with there tech support team. I took the computer in to get the screen replaced in which they told me it would take 2 business days. They found a battery charging error on my computer and instead of continuing with the initial repair they waited for me to call them, (they initially emailed only) to tell me about the issue without starting the actual problem that I wanted them to repair. Now I have to wait another 2 days for them to repair my computer after denying their upsell on a battery replacement. Complete waste of time. Zero starts for the dumb protocols that they have here.

- Gabe Mejia

This is the worst Apple Store ever. I went to the store three weeks ago to get my Apple Watch repair a week later and got an email saying that I need to pick up my Apple Watch. It took me 45 minutes to drive and find a parking space. When I got there had to wait about another 15 minutes for someone to come and Toby that they forgot the son in my Apple Watch for repair. How. incompetent!!! So they sent my Apple Watch back For repair again. Then I got an email three days ago to come pick up my watch. So I went there, waited for about 15 minutes and this guy showed up and told me that they couldn’t fix my watch because my watch was too old. I spoke with the manager of the store and asked him why no one called and let me know that my watch was too old to be fixed. Instead of having me driving back-and-forth back-and-forth and wasting my time. These people are idiots. They don’t give a damn about the customers. Very very disappointed! Never shop there again.

- Susie Sor