Apple Market Mall

Hey, it's an Apple store. You get what you'd expect. Great service, beautiful layout, overpriced products.

Bought an Airpod Pro 2 Gen. The case cover is loose and they refused to do anything with it. Bad service!

I was shocked by the 45 minute wait to buy product. This would be understandable if I needed help with an issue I was experiencing with an apple product but to wait this long to simply check out was laughable. Had to leave, unfortunately I was unable to commit to that. Note to self, buying in store from apple is not a quick detour

Utterly amazing customer services from Apple employee Graham Bosch, it’s the person that breaks or makes the experience and he was unbelievable in his professionalism, help, assistance, knowledge and understanding and putting us at ease. We hope he will be acknowledged. Thank you.

I will never return to this Apple Store. I bought AirPods Pro 2nd gen here 15 days before Apple launched the new USB-C ones. I contacted Apple asking to exchange for the USB-C ones and they said the store should be able to do at manager discretion. I tried and apparently the manager here was not very found that I as 1 day over the return period.

Being honest one day over for a situation where Apple is clearly changing a port standard, I believe this situation could have been better handled.

So my tip is go to Chinook Centre or buy online, but don't count on any exceptions at this place.

I don’t trust apple privacy and security once I change my cloud ID on apple computer and my password was still saved when I tried to change my my apple cloud password an option was there reminding me that I changed my password in oct 2019 in apple computer and they can log in to my iCloud which I removed hopefully they can’t log in in my iCloud though I changed my iCloud email but I forget as I changed ny Hotmail account also there that password is still on there computer or not
And can you trace it in your system that if so than help me in my privacy
PS
As it’s shouldn’t remain save in that computer forever even I changed my password so many times after that but from that apple computer they can log in to my iCloud anytime
No privacy no security at all

Apple products and service have definitely gone down hill.
Unfortunately I will not buy another Apple product.

Extremely disappointed with staff! Walk in at 7 pm hardly anyone in the store. Looking for help on the apple pencil connection issue. Not even willing help! Very disappointed!

Huge thank you to John for his expansive knowledge and amazing demeanour. He was so informative and kind. Thank you so much!

Alex was friendly and extremely knowledgeable and helpful. Not pushy at all. Went above and beyond our expectations regarding the purchase of our new laptop. We then had Tim help us set up our computer and he went over the basics with us, ensuring we knew how to operate it once we left the store. Very patient and knowledgeable as well. He made us feel very comfortable asking all of our questions. Overall an excellent experience by everyone we interacted with and we’re very happy with our new laptop.

I am an Apple addict. We have a ton of Apple products in our house and have always found this Apple Store location very helpful both for sales as well as for tech support. I have never had anything but excellent service. All the techs have been upfront with me. Of course there is "up-selling, " but I have never felt pressured to add on extra pieces or trade in an item that is still functional. I have always felt like it is a dialogue with the staff.

I wish I caught the gentleman who helped me yesterday with my new Apple Watch. He has helped me a few times and is very knowledgeable, upfront and honest. They even fit me in for a service appointment for my phone right away! Thank you!

Very arrogant customer service, they insist the defect product is not service-able or eligible for return because it looks like not In sellable condition! What a joke, so Apple will try to resell the defect product! Cool, but that’s scam

All I want to do is browse Apple's products at my own leisure and not have some employee tower over me at all times. It ruins the experience every time. I purchased a 7 Pro and 12 Pro Max in the past, I'm not a window shopper.

I went to purchase an Apple watch and a watch strap with the gift card I have. There were some technical glitch which took 1 hr of mine to figure it out which consists of me calling an Apple care customer service as per the manager of the store and a specialist. When I spoke with the apple care team they said it has nothing to do with customer service. I wasn’t able to buy the products I wanted and there were lot of confusion which almost took my 1 hr. All in all I wasn’t suppose to buy my products I wanted because of the glitch.

Apple, Being such a big player globally this was least expected. It needs to be fixed.

This store is part of the mall near one of the entrances, close to Safeway. I came here to pick up my items that I bought online, and I was greeted upon entering. I gave him my name and he said my items would be brought out soon; I waited a bit of time before they were brought out, and I was glad to see it wasn't all in a bag (yay better for the environment). I then decided I'd rather have a longer keyboard instead of the shorter one, and so I was brought to the area for returns. I returned the shorter one and bought the longer one, and I also asked for my company's corporate discount which was granted. Then, I returned all of my other items so I could rebuy them and apply the discount. Typical Apple store, really shiny with all their products out for people to test and see. I was surprised they don't sell black keyboards anymore (or maybe that was only a USA item, not sure). Anyway, good experience as usual!

I had an appointment at 6 PM, and I arrived early at 5: 47 PM, the gentleman working there suggested me to come back at 6 PM. The person thats 2 spots in front of me also has appointment at 6 PM i heard him, didnt ask him to leave. I’m okay with the policy but what is up with the double standards? Then i came back at 6, i thought it would go in the order of people’s appointment but no, now we go into the store in the order of the line up… and now there’s a huge line. I asked the lady there whether i can go in its 6 pm. She gave me so much attitude, saying these people checked in before you so you have to wait your turn and be patient.

I wanted to buy a new phone and trade in my old SE. It was the most horrible shopping experience of my life. The sales person treated me like am idiot and was not willing to help me at all. I will never go into an Apple Store anymore. Of course, I walked out without buying.

I had an Iphone XS. 1.5 years old. It was in my swimming suit packet and I forgot to take it out before entering swimming pool. The swimming pool was 1 meter deep and I wasn't there longer than 15-20 mins. After this, my phone didn't work. Apple claims IP68 rating which means "Max 2 meter for up to 30 minutes. "
I went to this store and talked to their manager. He seemed to be careless and really didn't care at all. What he said was that fluid damage is not our responsibility. I think Apple should be responsible for the information they published. It is absolutely misleading and should be corrected, if their devices can not stand the condition.

Sheva was an amazing sales rep. She gave such great customer service and was so nice while helping me decide on a new iPad!

Ridiculous customer service ever on 2021.09.03. Especially the leader of the store, Tyrus (This is what he spelled to me. Unfortunately, I am not sure that does he giving me the correct name). He was not willing to listen to me and non-stop telling us what he can see from the record. But the point is do you know what is customer service? Listen and understand my concern is the most important part of customer service! Also, the worst part was… He was not letting me ask questions and telling me this is my last question. And then he said thank you and bye.
I hope someone from Apple can contact me. I would like to share my whole story and make sure he can improve his customer service from this.

Tyler was amazing, the store manager was not helpful nor were the other clerks but thankfully she got Tyler to come help and he was able to fix our problem.

I gotta be honest… I’m a die hard Apple fan. I own more Apple products than I care to admit. I have always been super impressed with the customer service at all locations. I just bought an iPhone 12 Pro yesterday. The phone was having issues out of the box. I called Apple Care twice in less than 24 hours to try to resolve the issue, but they instructed me to bring my phone in. I made an appointment at the chinook location.

Upon explaining the issue to the tech, he immediately told me I was entitled to a new phone. After checking his inventory, he apologized and told me there was none (of my model) left in stock. He called Market mall and asked them to hold their last one for me.

After driving across the city, I gave one of the employees my name and he had no record of the chinook guy calling. He called a coworker over. I was told there was no record of the phone call. I needed to book an appointment.

The story goes on and on and lands with my buying a SECOND IDENTICAL PHONE because they won’t trade the phone out like the chinook tech guy arranged. I’ve now paid nearly $3900. I can return the initial phone once I drive home to get the box. But the store is closing now. I don’t even understand what just happened.

The third and final gym I dealt with tried to tell me that because I bought the newest model, it should be fixed, not replaced. Huh? IT’S 23 HOURS OLD AND BROKEN, dude.

Honestly, I’m so disappointed. Such a cool company with such innovative products and usually, great customer service. I feel humiliated and embarrassed to be such a verbose supporter of Apple at the moment. I hope everyone was just having a bad day, but what the heck just happened.

Signed,

Why Did I Have To Buy Another Phone?

Went in to pick up my laptop after it was dropped off for a battery repair, my laptop ended up with scrapes and gouges. No accountability whatsoever.

I came in here with an issue with my face id and front camera (portrait) not working. The tech was very helpful and quick and resolved my issue by replacing my phone under warranty. They really an efficient service model here and are very helpful.

Now they make you wear a mask (which should be a personal choice as it is not required anywhere else in the mall). They are so focused on this that they didn't put us in their queue to get some help. What a joke and waste of our time. Get over yourselves apple and maybe help your customers because you know.that is your business.

Easy access from shopping centre entrance. Good for physically challenged access. Wish they would stock more non-Apple accessories.

Super easy to book your shopping experience online. They are really friendly and we were helped by Chris regarding and exchange. He made the whole process very easy.

Had to order online and they gave me a
Pickup time. I arrived in my pickup window and I received in 5 minutes after arriving. The sales associate was friendly and got everything finalized quickly.

I had to bring in a cracked iPad screen. Not to excited about the cost to do that but the staff member was super helpful and tried to work a better deal and made sure everything was explained and resolved with transfering over my apple id. I left happy but poorer

Done with Apple products. One year old laptop needed two repairs within a year, basically replacing the entire laptop. Their higher prices used to make sense but now you’re just paying for the brand without the quality

A visit during COVID is a future glimpse into a wildly cold dystopian future. They’ve hired incredibly unqualified guards to maintain law and order… or simply to direct people into one of two lines. While I was there the security guard tending to my lone was shuffling people around like a game of Guess Who. I must have done something right because I got bumped ahead twice. While in the store I had an interaction with an employee and it went as planned, nothing more, nothing less. I’m excited for the days when the freedom to roam the Apple store returns.

Great staff at this location, was not overly pleased that i had to wait an extra 30 minutes then when my appointment was scheduled tho but oh well. What does confuse me a little is that i was told i needed an appointment to buy something yet there was a drop in line that seemed to be moving a lot faster then the scheduled appointment line (maybe why my appointment was pushed back a little). I get with covid that precautions have to be put in place and i will say that it feels like a very safe environment however just like the Chinook location your wanna-be security guards are a comical joke. I think these stores could really benefit from a counter so that when someone just needs to buy something they can pay, take there item and then go without entering the store.

My wife and I went to pick up an online-ordered iPhone a few days ago. We had to show ID and their email for picking up, which is no problem. But they only allow one of us to go inside the store. No matter what, we couldn’t go in together. They cannot bend this rule. We asked that we’d wait until you have room for 2 openings. No dice. Talked to a supervisor. Again no way. After much arguing to the pint of shouting, she said ok with a terrible face. There is no courtesy to customers. This is all in the name of Covid and exercising authority. Even inside the store, we had to show ID again. This is like you’re guilty until proving otherwise. We were looking forward to getting a new cell phone. This experience of picking up from that store totally ruined that excitement.

Michaela was very helpful and gave us excellent customer service.
She did diagnosis for my phone and figured out the issue quickly. After that, she gave us fair option to do repair or trade-in. It was great deal and i purchased new phone. Excellent customer service. Thank you

Worst experience ever with apple, I use to love this store and their service. I don’t know if they recently changed manager, but the current manager is terrible at communication, customer service. He does not care about the customer at all!
My Mac broke down without a sign due to the system update and I lost all my data, I brought it in and heard 0 apology, he blamed everything on me and said that I should have backed up my data and told me that I should use iCloud. It is not my problem that caused the computer to crush.
I talked with the online service with the exact same problem, they were super polite and great at communication!
I don’t know this guy he at market mall got his position.
There was also an Asian guy at the store, he knows nothing about the product and the process.
Does apple hire random people now?
Terrible experience
In terms of the product, many people had the same problem so apple really should do something.
I also asked about a really general question about iPad Pro, and people that work their had to search online for the answer? So unprofessional.
Buy your apple product online or call their online service, they are much nice and know a lot more than the people at market mall.

If I could 0 I would. Went into return some memory UNUSED and STILL IN ORIGINAL PACKAGING and they refused. They also berated me for coming in and lying about using it. I then went to the Chinook store and was relieved to have another member help me out. Your management needs training.

The guy working in gensus name SIRUS.really disappointed.need to be ask id first when drop phone not at pickup time! Not appropriate at argument.overall service n staff really good and helpful.

The uttam security guard is so knowledgeable and so helpful that I made this review about that particular person. Guided me through the whole process and was very patient. That tall gentlemen should be working for apple instead. We appreciate the work you do Uttam!

Don't bother going to the store if you haven't been online to pre-purchase your items. They are not allowing customers in unless you've booked a spot to pick up an item that was already purchased online. Also, you will probably still have to wait in line despite your timed booking - I observed this after standing outside for an hour.

All this waiting seems strange. I showed up to buy a new iPad but had to phone Apple. The call centre people were very friendly and helpful. They checked that my item was in stock here and booked me a time for pickup for an hour later. I wandered for half an hour and then noticed there was no line so I asked if I could pick up early - after 5 minutes my item was in my hands and I was leaving.

Had a screen protector installed by them with air bubbles and misalignment. Amber called me before the appointment and made it sound like everything is going to be smooth. Went in to get it fixed but after wasting my time they turned me away.

I"ve been a loyal Apple user for about 15 years now. I love their products but its the service that keeps me coming back and its the very reason I won't purchase phones, computers, or tablets from other brands. Are there things that Samsung makes that are better? Maybe but for me the ease of dealing with Apple when something does go wrong sets them apart and its why stick with them.

I purchased an iPhone 12 mini from Bell on Dec 26th and waited 2 weeks for it to arrive at my house. When it arrived I right away noticed there was a defect in the camera. I contacted Bell and was told it was going to be 2 weeks for them to ship me a replacement and I'd have to pay for it and then wait for a refund once my original was returned to them. Given Canada posts current delays I'm looking at about 3-4 weeks before I'd get that money back. I don't know about you but I don't have that extra money this time of year to pay for an extra iPhone.

Solution I contacted Apple about the issue and they set me up with an appointment with the Genius bar to have a look. They confirmed the camera module was defective and sent me home with a brand new phone. Quick and painless really.

Apple takes the Covid situation very seriously and to best protect their staff and you they require you make an appointment or pre-purchase and then go pick up. Yeah its a minor inconvenience, but honestly its not that bad. I sorta wish all stores worked as smooth as Apple does. As far as I'm concerned they set the bar for what service should be.

Keep up the great work and thanks for taking care of me and my new phone!

I had issue with my battery and they spend 2 hours from my time and I got my iPhone with the same issue!

Phenomenal support and even during COVID times there isn’t too much of a wait. My iPhone 11 stopped working and I took it there and they gave me a full diagnosis and gave me a loaner iPhone to use temporarily until mine got fixed. Overall, excellent staff and awesome support.

Associates have no clue what they are doing. They made everything complicated for a return and a pickup.waste of time

Their products are what they are - a bit overpriced but very refined and reliable. We counted three different security guards and could not gain access to anything without an appointment due to Covid-19. Make the appointment well ahead of time - they won’t fit you in otherwise.

Never liked their stores. And now with this *THING* Going on its WORSE.
The person at the door was rude. *Do YOU! Have an appointment? If not YOU can not be seen* (big a$$ *raspberry* to ya) makes me rethink thinking about getting one of those products.

Some funny acts by apple.ca online stores.not my first loopy experience with this local apple store.do u really wana wine about this service grade.and explain what happened and what blablabla.basically i bought an earpod with an iphone mini，they didnt charge me delivery fee cause of the covid.but i have to go to this local store to pick up my 25dollar worth of earpod with a time frame.wow great bundle.also my supposingly new iphone cant inherit my old iphone‘s apps.because of issues，and to unlock it i have 3 authentication process.they give me an estimation of 1month wait time.so i browse around the ca stores none the less.keep it up ur pride worth something

Always busy but the staff always find a way to help the customers. Now due to covid there is always a line up to get in and actually need to make an appointement to get in. Not a fun of it. The days of just walking in to even browse the web on their ipad and laptops is gone.

I am very disappointed with the service i received from apple. It saddens me to write this because i have used an iPhone for the past decade, and been assisted by the apple store many times with service above and beyond my expectations.

I can't say that about apple's customer service anymore.

I was on a hike 2 weeks ago, and my phone randomly behaves oddly. I soon receive a error message - SIM CARD NOT INSTALLED.

I manage to get down from the hike with little trouble and lot of paranoia because i use All trails on my phone to guide me along the hike.

I reset my phone, and the phone works fine for 4 days and the issue shows up again. SIM CARD NOT INSTALLED.

I take it to the apple store the first time and they just tell me to do the basic steps -> Reset, reinstalled etc. Do all that and the issue happens again.

Now i book a appointment with the "Genius" bar and they initially were going to replace my phone, but after 30 mins they decided to send it to a depot for inspection

Now i get a call after 1 week that my phone is fine because we reinstalled the software and its working.

I asked for a replacement because what if i am lost on a hike or in trouble and my phone goes "SIM CARD NOT INSTALLED", because i had reinstalled the software and the issue happened again.

This is the worst service i have received in the decade i have been with apple. If i am paying $2000 (phone + apple care) i expect good service.

Apple you have disappointed me and made me seriously consider moving to android.

Deeply saddened

I don’t normally complain about a location- I try hard to find the kernel of good but wow!
I took my 1 year old iPad Pro in to this location because all of a sudden, my headphones would not work with this particular device.
It’s Covid- I know, I am in food service! I totally support mitigating the risk - I teach it to my teams, but WOW!

Uniformed security line you up - on both sides on an isle. No questions are asked but they take your temperature- mine, you ask? 21.4 degrees! Yup hypothermia! When I asked if the thermometer was accurate he asked me if I wanted to “go in or not”. Yup, I did. Even with hypothermia. I needed to have my device fixed.
While in line, I noticed that although there were about 45 of us in line, there were 15 employees all wandering around with their tablets - the issue was that they were talking to each other! There were 4 customers in the actual location.
Now we numbered 60 in line - still very unproductive staff doing nothing but wandering around looking at tablets.
Finally made it inside. The person took my iPad, asked what the issue was and advised me it couldn’t be fixed. He checked the warranty and gave he the pricing for a new one. Told me to sell mine.
The transaction took less than 3 minutes.

I walked out, the customer who was at the table across from me exited at the same time. He asked if he could see my device. He went into the settings, changed something and asked me to try it. It was “fixed”!
So, Apple- using Covid as an excuse to not provide excellent service? Sucks!
Do better -

The line outside of this place blocks all traffic. Staff have bumped into me multiple times because they are not paying attention to anyone except their line up.

Edit: they have since changed their line up procedure and respect mall traffic much more. Good on you Apple

I have an android, so naturally I don't like the place. I am in the parking lot waiting for my wife to get apple accessories and it has been 3 parts of an hour already. Got to go here she comes
Claiming the best customer service EVER! Lol