Apple The Oaks

Don’t come! My husband had to wait 30 minutes and they failed to help him replace his screen at a reasonable price. The screen issue was an internal issue from a software update. There were also other customers equally frustrated due to the long wait. I have vivid proof how bad their service is. They kicked him out of the Apple Store

- Yesenia Rosales

I have apple care first off. I made an appointment because the online services told me to do so. My iPhone 15 plus is having battery issues, loses anywhere from 10-20% within half hour without use, when I reset the phone the battery will drop around 15%, when at around 20-25% battery life, it will shut off, I plug it in and it turns on with about 40% immediately. The camera also does not focus at all. I brought it in, they did diagnostics and told me it was not a hardware problem and that it was a software problem. They made me do a factory reset, left me unattended for 45 minutes while the employee went to help another appointment even though I had an earlier appointment. After 2 plus hours they told me I have to bring my phone back in another day because they are too busy to fix mine, even though I had an appointment that was scheduled and they took on others while keeping me waiting. Apple care is no longer what it used to be. This location has terrible customer service unlike what it used to be. Before anytime with issues and having apple care, they would quickly fix or replace my phone. Now they give me the run-around and expect me to come back in at another time to their needs, not at all the customer’s need. At this time I will no longer be putting any money or effort into apple. I will take my money and time to a company that is willing to provide the service they guarantee. Would rate 0/5 stars if possible. This location has DRAMATICALLY decreased in customer service and only focuses on production sales.

- Grubb

1) Best advice I can give is make an appointment with your Apple phone ahead of time. 2) check in right away with an employee wearing a RED T shirt( Staff ). 3) estimate to wait 1-2 hours. 4) hopefully they resolve the issue that is occurring with your phone. *Some staff was very helpful,informative, kind, but other staff needs to be better trained or terminated. I witnessed at least 2 employees being very rude to older customers. Date of visit (12:30pm-3.30)

- VenganAcomer 805

Entitled/Lazy? Either way consistently terrible customer service. "Getting out"- oriented mentality. This is the third or fourth time I've come to the store to buy something, probably the fifth or sixth time to get help +/- buy (last 2-3 yrs). The store never has time to help you. i've been with Apple since the very beginning, and I've never run into something like this... the cool, funky of Apple is long gone and people are needing to get home to their glasses of Merlot, cat and TV. I've started using other locations but don't always have time to drive out of town. I have an unusual schedule which is not predictable and I cannot schedule a Genius Bar appointment simply to *buy a new iphone*!! [and I don't think that is necessary to buy something from the store ... Yes, I made it very clear that I was here to buy an iPhone] Isn't that what you are here for, to sell things? Maybe even HELP your customers?? ) I simply wanted to buy an iPhone, the model of which *I* know (but they do not). i've driven to the mall with my tight schedule arriving at the store and I walked into the store 21 min before closing. Instead of being met by a helpful (let alone pleasant😄) sales person, I am met by "Ame" (maybe rest of her name was scratched off her badge)... somewhat perturbed, sounding annoyed that I have a showed up Ame asks me *what I want*? I tell her that I would just like to buy an iPhone. She tells me that it's 19 minutes before closing (been standing there for a few minutes already) and they are having THE only two last associated selling [last?!] phones". Isn't just simply making a sale, the easiest thing in the world to do with Apple? There are 8 emplyees stand around. Apple have you become too big for your britches or is this just a problem with the Apple store at the struggling Oaks mall?? I'm Going to Santa Monica or Simi next time. Entitled/Lazy? Yes. I sat on a lovely couch here at the Oaks. I waited 15 minutes --(just to watch the situation unfold— yes I am being pissy and trite— sue me, I'm human. Bit this same story is retold in different forms at this location over and over— I'm sure I'm not the only one. There are EIGHT Managers, associates, sales people etc (does the customer really care what your level of rank is?) ... standing around doing nothing for the last 30 minutes!! Yes, at 10 minutes past the hour their doors are still open with no customers! maybe back in the day when Apple first came out it was cool to be working at the Apple store... but folks those days are gone and you have to just do your work, and do it well. Try.

- David Daddy2Two (Dr. Matero)

I went in because my battery on my iPad was broken. They told me they could not fix it so I bought a new one. The employee helping me with the purchase was fine. I was then sent to a table with several male employees to assist with the set up. They were more interested in their personal conversation between the employees then helping me or anyone else at the table. The employee then asked if I wanted cell service on my iPad which I had already paid extra for. He then said I would need to go to Verizon to transfer my cell service from my old iPad to the new one. I said you need to fix it he then said you need to call Verizon. I again said no you need to fix it. He walked away for a few minutes came back and transferred my old SIM card to the new iPad. That’s all it took and he was too lazy to figure it out. I am shocked at the horrible customer service at this Apple Store.

- teri brown