Apple West County

about call to Apple costumer US support and defenetly will open complane case..1) about assistants attitude at Apple store and 2) about poor quality of last version of Apple phone..after just 1 year of use got black screen( no damadges) original guarantee only 1 year,did pay cash and now need just put "apple" in a trash can... such a shame for world global company like that for poor quality and providing poor service

- Victoria Mitina

Went in for a simple audio repair on my iPhone 13, but the process was frustrating and overly complicated. First, I had to visit the store just to run diagnostics (which can be done at home). Then, they told me to wait a few days for a call to drop off the device; an unnecessary second trip. When they called on Black Friday, it took two hours to find parking, and I waited 45-50 minutes in-store just to drop off my phone. After wasting 2-3 hours, I left without my phone and ended up buying an iPhone 16 because I needed a replacement. Days later, I contacted customer support since the iPhone 13 was paid off and I hadn’t heard back. The rep said it was “repaired,” so I drove back, only to find no repairs had been made due to supposed water damage (despite the phone being water-resistant). They offered a new iPhone 13 for $100 with AppleCare, which made no sense since I’d already purchased the iPhone 16. I won’t return to an Apple Store for repairs again. They prioritize sales over service, have poor communication, and their procedures are inefficient. I love Apple devices, but the retail experience is terrible & disgusting

- James Jameson

I came to the store to see if my AirPods could be replaced an to see if I had a warranty, but I explained I didn’t know to navigate to the correct area on my phone he did even try to show me he just went an spoke to someone to see if they could be replaced they said no.what’s the point of having a warranty? I haven’t had them a year & again the the Man did not even try to get to the area this store had been not even an average experience,. Each time I’ve left feeling like the person did not even try to help

- tasha shell

My issue started with a loaner phone due to my phone needing repaired. Initially The worker first approached me in what I felt like was an aggressive approach, but I could have mistaken it for something personal he was dealing with, but inappropriately , being the fact that he was at work and not home. That made me uncomfortable from the start of our interaction. He came at me verbally aggressive as if the problem at hand was his personal problem and not how one should conduct their self at work. It made me uncomfortable. He walked off for a short second and even another employee apologized for the guys behavior. Really It was all in his demeanor. When he came right back he says we have a problem. Well the problem I was unaware of. I had a case on the loaner phone so I was shocked myself when I seen the back was broken. Well he insisted on me paying a fee of over $200 to fix it. Since this was unexpected I wasn’t financially prepared to pay that amount. I simply asked him to show me where in the paperwork does it say that he could keep my phone as he insisted, and I asked where did I sign & agree to that as I was obtaining a loaner phone. I tried to tell him I had no problem paying for it being I was the last one who had it, but I couldn’t afford the whole amount that day & I would like to see the policy. He was at no understanding. Instead of explaining the policy to me, or helping me understand, he gets so frustrated that he walks off after repeating himself because he had no other words to help me as a customer feel safe in the situation. Very unknowledgeable. I don’t know the man’s name because he didn’t introduce himself, & he had no name tag or anything on for me to identify him. I requested a manager multiple times until he finally got somebody, but the guy he brought over after conversing with for a good 3-4minutes came over without introduction of self & he had no name tag on to identify himself either. Typically a manager entering a conflict would introduce their self, apologize for any inconvenience, & proceed with a solution to the problem. All I simply wanted was to see policy as I already told them both I would pay for the damage just for the fact I was the last person to have it in possession. The guy he brought over was stuck on repeating the same thing over and over and failed to help the matter but only making it worse. I like music but I don’t like repeating records. I currently have an iPhone 16 that needs the back repaired and I have that repair scheduled with a different gentleman who was nice, professional, & respectful along with being apologetic. But at this point, I do NOT trust the store to touch anymore of my property because I’m scared they will unlawfully take my phone. The phone they gave me as a loaner is an iPhone 10, the phone they took, was an iPhone 15pro (major difference in value) And I felt like over $200 to fix the back glass of a $150 phone was a little ridiculous when the phone itself isn’t even valued over $200 I’d rather just buy the phone at that point. But in reality, this isn’t about me paying for damages to a loaner phone. It’s about that employees conduct which very much does go against apples code of conduct policies. I have not gotten to speak with an actual store manager at this time, so I’m hoping they correct the behavior and make this problem right in some form of another. I’ve also contacted the bbb and will take further action if not corrected. His behavior was unacceptable. Regardless if the customer is right or wrong you as an employee should not act as he did. I will be calling the store manager today if I don’t hear a call back & will update this post after speaking further with somebody. Hopefully after meeting some sort of resolution! I don’t want to look at this as a store problem because the other workers seemed very polite and respectful. I’d like to see it for what it is and that’s a customer to employee(s) issue. To management, please make corrections to said employee(s)and contact me so we can further discuss the issue. Please

- Mike

Encountered a very attractive Hispanic man with a bun and glasses that helped me replace my iPhone with significant damage. He was so kind and so sweet and so handsome. Thank you Mr.Guillermo! The wait to get my iPhone fixed was extremely long.

- asia morales