Apple Kahala

Apple has a new business model where you have to setup an appointment in order to buy stuff, which takes time... Plus, I don't like a return policy of 2 weeks.😒 Service here was satisfactory, the people were polite, somewhat knowledgeable about phone to phone transfers, put in effort to applying my $40 screen protector to make sure there's no air bubbles. I feel like if you're gonna spend money at Apple, you've definitely got some flex to demand better service.💁🏻😏

- Dave

The store will not allow appointments for iPad battery replacement. They require a visit for a battery evaluation, at which time they will tell me I need a replacement battery, then make an appointment to come back to the store a second time. This is a frustrating policy, requiring customers to make 2 trips to the store when it should only take one.

- Jack Laufer

This Apple Store is great! Excellent service

- Adamo Stivala

My daughter goes to UH last minute thing she ask me she need a keyboard for her iPad Pro it was sold out in Ala moana mall sells person redirect me to kahala mall. Upon arrival there the vibe it was so weird maybe because there closing at 9 but it’s only 8 I have to find his name he help us ask about the iPad and right away giving us the old version of keyboard and told us it’s $180 I was like why so cheap than in ala moana? And he didn’t even bother to answer and I keep telling him my daughter wants the new keyboard so she doesn’t need to used the mouse pad And he keep saying it’s not gonna work because your iPad Pro it’s older (1yr old) the new one it’s $350 I was like so I didn’t ask you the price 😡 and so I got my daughters the iPad and I used one of the displays they got new keyboard they have and show him see it works? And he just said it works ? 🤷🏻 oh well just pay the difference then. We came there we knew the price and he didn’t even try. He made us felt like there’s no way we can afford it! That person doesn’t belong in a customer service business.

- Edeline Tavarez

6/10/24, I went to the Kahala Apple Store and bought a new iPhone 15 plus and was totally pleased with it. On 6/13/24, I went at 10am to turn in my iPhone SE as a trade in. The kid who was “helping” me was bragging about how he’s been with the store for 3 1/2 years, but an Apple employee for 14 years. I was getting very concerned as I watched him rushing through all the screens, only to watch in horror as he said, “oh oh”. He had deleted everything on my new iPhone and I mean everything 🤬. He said he could get it back and asked me who my cellular service was with. I told him Consumer Cellular and watched his mouth drop. He didn’t know what to do. I asked him if he had done this to another customer before. He said, “a couple of times”. It was all I could do to control my anger by looking away in disgust. Indy Mendoza Jr, a manager came to help and we used their phone to call Consumer Cellular to restore my phone and electronically install a new SIM card l. But Indy couldn’t access my email because my iPhone was dead 💀. I had to drive home and get my iPad and return to the store to access my email and let them figure out how to install the new eSIM card. It took a while, but I was lucky that I had everything backed up to my Cloud account. Otherwise, all my contacts, calendar, and everything important would have been completely lost. Indy and another manager, Jara, worked on my phone until 4pm, 6 hours after I walked in at 10am. Both Indy and Jara said they have my contact information and would be contacting me to offer an accessory or something to try and make up for what they did to me. What should have taken 15 minutes, took 6 hours that day. I had to return home and fight the traffic back with a water main break a block before the Mall. I couldn’t make the appointments and visit my 98 year old mother, much less call anyone to explain what happened, let alone the deal with the amount of stress and anxiety from the whole experience. Two days later, I noticed my McAfee security wasn’t working, and I had to have one of their specialist take another two hours deleting and reinstalling their app on my iPhone, iPad and laptop. Still, my phone was not working properly, my voice mail needed to be reset by Consumer Cellular, and I still wasn’t receiving certain calls from people trying to get ahold of me. The following Thursday, I went back to the Kahala store to speak to Indy and Jara who never called to follow up what they promised. They weren’t there, and a senior manager, Nicole Lute, said she had heard about what happened and would have them call me by Sunday. The following Wednesday, I called the store because no one had called me and I was feeling like they were Ghosting me. They weren’t available but Nicole emailed me saying she had called me three times and my phone immediately went to email. I was holding my phone in my hand the whole time waiting for them to respond, but my phone didn’t even ring. I checked my call log and her calls didn’t even show up as missed or anything. I called the store and finally was able to speak to Nicole. I told her I have been way more than patient and even more, tried to be understanding, but I have never been treated as badly and feeling ignored by anyone else in my life. I was ready to file a complaint with the local consumer protection office, Apple, and Yelp. Nicole requested that I come in the next morning and she would personally take care of everything. The next morning, she had to have a specialist work on my phone so that calls to my phone would ring and work with Consumer Cellular to properly set up my voice mail. It’s still not how it was before but it’s good enough for now. After more than 15 hours of my time, stress, frustration and being totally inconvenienced, my iPhone is still not working like the day I bought it from them. Nicole gave me a car charger, and a magnetic charger as a way of making up for what they did to me and my phone, but I preferred that they didn’t screwup everything on my iPhone and my life

- Derrick Hyun