Apple Franklin Park Mall

I feel that this store is a mixed bad when it comes to customer service. I always seem to have issues with my iphone 14 pro max, and verizon blames apple and apple blames verizon. I mean it's rediculous at times. I have had issues with my phone and my airpods for a while and they are like call verizon. My airpods i took in and I found out that they were a knock off. I called apple and they said we could do nothing about the issue, and told me to buy another pair. I mean this used to be a good company and know it's not. I mean you have some good people who know what they are doing at this store and at other times you have people just wondering around on their phones. I wished we had more options when it came to apple service stores around the area. I would agree alot of employees just standing around playing around on social media. I went into Thai store and my serial number says it’s under warranty and they do nothing to try to help me. This is terrible customer service and this company only cares about money not the retention of customers they keep saying these are fakes they came in a sealed Apple box and it says it has a warranty. The company refuses to help me out and replace these AirPods when it says it’s under warranty. I am wondering if apple with reply to me?

- Moose 419

Apple sold me a lemon and this store fumbled the experience--I bought a brand new iphone Pro and it stopped working all of sudden. I took it in to deal with it and Customer Service was subpar. It took two days without my phone to fix it. I had to check in 4 times. No one at any point expressed any sympathy or empathy for the fact that their product just stopped working (until the very end with the head manager). It turns out it was sold with a defective logic board. Their attitude was "We will fix it" but that's it. Any inconvenience caused by not having a phone for two days is apparently on you. If I sell a top of the line product and it fails, I am apologetic, sympathetic and try to make up for it to my loyal customers. They did not. I have lost my trust in apple products and customer service. Several employees were less than stellar. They are listed below. Ben- Head of genius bar, was chipper and perky as long as you are acting as if you're a buddy at a gaming event. As soon as he's faced with a customer who is unhappy with apple service, his facade falls completely apart and he became snippy, confrontational, and has no skills to resolve issues. Epic CS fail here for a manager level employee. Kate - brought me my fixed phone, then went to get a manager to discuss compensation and instead disappeared for break leaving me to start from square one and cue again. Alex - Tried to step in and literally talked over me in the first minute. No business being a manager of even a McDonalds. Katie- Finally I dealt with the manager of the store. She showed empathy, concern and the desire to follow up. She also swapped out a defective case for me easily. However, she bounced me back to calling CS on the phone even after they had told me to take it up with her for my final issue. She should have taken responsibility for the misinformation at that point and she did not. Tab - The regional manager was not available to be reached even thought I had tried everything else. Overall, the attitude at this apple store is all wrong. They are nice enough if everything goes well, but their attitude should be better. The number 2 job is to fix products. The number one job is Customer Service. This means showing customers they are appreciated and showing sympathy and a desire to make things right by standing behind their products and their advertisements. In this case that didn't happen, they fixed it, but seemed to not care about their reputation or any hardship caused. Retraining required. The number 3 job is sales. Instead this store puts that at #1. There were always way more sales staff than staff helping to fix faulty products. Do better Apple and do better this Apple Store! **By the way, in order for customers to be able to hold businesses accountable, it's international standard to provide name of employee and last initial or employee ID number. Several employees here refused to do so, including Ben. This could explain why service was subpar, they hide from accountability with common names. This needs to be addressed as well.

- Jacob Pearson

I set an appointment with a tech and drove about an hour to get here cause they were the only store with an open appointment on such short notice. I went here because my MacBook pro was having some minor issues that Apple couldn't trouble shoot. The lady that helped me did a GREAT job! My biggest issue was there was like 10 people working there AT LEAST and my appt was at 545 cause it was the only one open. I was willing to but the new iPhone 14 pro max and the new ultra watch but they said they had closed the drawers already. I was a general manager so I know you can re open the drawer and shut it down especially if you are a manager and are about to sell over $2000 in product.

- Tony Apperson

Went into the Apple Store to request help in pairing New phone to new watch. The professionalism that Julian Glenn displayed in the very personal guidance that he gave me was most appreciated. His courtesy is typical of the staff at our Apple Store at Franklin Park Mall. Thank you so much Julian.

- John Charles

Took my daughters phone in because the screen went out. After reviewing my account, they sent me to T-Mobile my provider because I have warranty protection. They could’ve just taken my money and fixed it, but they did not do that.. I had to go back to the store so they could help me reset the phone to factory in order to buy a new phone. Casey was amazing as well as the rest of the Team. They’re helpful and truly want to help. Thanks guys!

- Nicole Moodt