Apple Guildford Town Centre

The place is a regular apple store and offers all that is expected, the staff in the store are especially helpful

I recently purchased a MacBook Air for school at the Apple Store, and I couldn't be more pleased with the outstanding customer service I received from VEENA.
Her knowledge, patience, and willingness to go above and beyond made my shopping experience truly exceptional.
Veena's expertise helped me make an informed decision, and her friendly demeanor made the entire process enjoyable. Kudos to Veena her amazing customer service!

Jed was very helpful in assisting me with the purchase of my new phone! He was always patient and we didn't feel rushed. Very funny guy. Thanks Jed!

They are not good man. Not so good experience. I had appointment for 7: 30 i went there at 7: 25 i waited for 30-40 mins. Till 8 nobody came to me.

Zero stars! The service here is a big joke. No one to help you check in for the waiting queue. Was there with my 3 year old for more than 10 minutes and nobody acknowledged or checked me in. Upon trying to talk to an employee to ask him to help me check in, the Pordan Damsay of employees responded with “I am not a receptionist“. This has to be the worst apple store I have ever been to. Spent more than 5k this year alone on apple products from this store and this is the pathetic service they have to offer.

I'm personally not an Apple guy, but I have to say that the staff at this location were incredibly attentive, well informed of their products and a real pleasure to deal with.

I attended the Apple store at Guilford mall today. I had a new iPad that I was having trouble transferring the data from my iPhone to. I cannot say enough about the assistance I received. The staff member, whose name I forgot to get, was absolutely outstanding. A total awesome experience. Thank you.

Don’t give them your business! They don’t care about their customers! They would rather disrespect constantly than be ethical.

Awful location! They are all trained to be the least helpful as possible. Even if you have Apple Care, they would rather waste your time and go out of their way to not help you! I’ve some here several times since it’s opened and I’m always faced with rude employees that couldn’t care less about you, your products or customer service. Don’t give them your business!

The most profitable company on the planet and their greed always outweighs their respect to the people that supported them.

Worst customer service. I need to upgrade my high school credit to get into university and without a university letter I could not get the little 10% discount due to not being accepted yet I’m a older student going back so their isn’t an acceptance letter as I need a computer to upgrade to then apply for university. Rude staff and not helpful.

Useless, not helpful people, irresponsible.

Train your employees professionally, not just stand there like stupid statues, and randomly judge customers’ financial ability.

Had absolute fantastic service today from Mike and a blonde girl who greeted me (can’t recall name) Mike was so wonderful coming up with solutions and helping me. Very much appreciated! Jodi

Worst customer service! I wanted to trade in my old phone and buy a new one but they wouldn’t let me do it because they are closing in 20 minutes.

Very friendly and knowledgeable staff. In one occasion the staff saved me an hour or so by verifying student status on site when I was planing to use student discount for one of the products and didn't have the student ID with me.

Some staff are really rude and impatient here.don't know what they are angry for. Is raising some questions you can't help or you don't know my fault or what?

Its useless to buy online and pick it up in this store location because after you called in their store number and said, “its been delivered and ok to pick up, ” then asked if its ok to pick up if theres no confirmation email, and said, “its ok” then when its time to pick it up, they said, “its not yet there and its still processing in their system. ” poor customer service.they all say different things.

I had an appointment for the replacement of my Right Airpod.
Showed up at Apple Store Guildford location, two ladies greeted me and told me to wait at THE GENIUS BAR and also told me that someone will come and will help me with the issue of my airpod.
Very disappointed with their response, nobody wanted to help me. They were just referring me from one guy to another but none of them were listening.

The service technician at this location went above and beyond with helping me get out of a nightmare situation that my Fido provider created for me. They got me a brand new phone within minutes and got me up and running again when my service provider Fido failed immensely. Thank you for being good people and making things right, even for another company's error. I will always recommend Apple Guildford!

The staff is not very knowledgeable and informed me to buy something that wasn't even compatible with my new apple watch. Had to go back to the store to return the product but they gave me a hard time saying how people make mistakes which is fair and how in any other situation I would've needed this product. This should be an embarrassment to apple as their employees are not up to date on what there products come with/need. Definitely never going back to this store, so useless.

This 1 star is for the Apple Business Account team at the Guildford location. Very poor service of responding back properly. To set up an account is taking me 5+ days and I can't even reach them on phone. Worst service ever from any Apple store.

The floor representatives are great though! 5*

I went to buy an ipad, theybtold me to wait after asking for what I wanted. Waited for 30 minutes for the same guy to ask me again what I wanted and the tell me they were out of stock.

Absolutely bad and rude staff with 0 knowledge. We asked them few questions about 13pro and pro max pre booking and features but they were like go to the website and check and book over there too. Excuse me! Why you opened a store if you can’t even give a good customer service. Ridiculous! Never going back. 0000 stars

Literally takes HOURS for them to answer a single call, and all they say is ‘check online. ’ Yea thanks for wasting my time.

You can find just about anything here if you take your time and look some good sales great service don't go on the weekends quite busy but away from that good food great drinks and a little bit of everything

We called in to check if they have stock available but instead was told to go to website to check it. Come on, a simple can save us time

This place has been going down quickly since pandemic.

The Genius Bar guys are young with limited experience. Lot of high school new hires.

Most of them look like Cashiers, NOT technician.
=

I took my MacBook for them for A CHECK. A short GUY with beard didn't bother to run a software test, neither he wanted to open the case. He asked me a leave me macbook for them to repair. He said that they have to change xxx, possibly more after they open the case.

Actually my MacBook has a valid Apple keyword recall. However, the guy wasn't aware of that.

Eventually I took to London Drugs, apple authorized. They cleaned my keyboard. The technician there also run multiple tests. Everything is GOOD, plus it FREE because of that recall.
Finally, I was happy to be told that my MacBook is GOOD.

We had purchased a phone from here and ended up with some issues. Raymond looked after us and very kind and patient with me. The wait was long even with n appointment, but Raymond gave great service and was able to resolve the issue.

Staff is rude here, treat you like a complete fool, left the store feeling humiliated. I would never come back here. I would give negative ratings if I could.

I like it. I find it luxurious but not too intimidating which makes it comfortable to find a phon that you want. 24/7 service is always helpful also.

They don't seem to care about your time or needs. Very happy to be getting out of the apple ecosystem

Avoid this store at all cost. One of the worst customer service here and have zero knowledge about the products and the company policies they make things up on the fly.

Gave me the wrong order plus I had to wait forever. The only good, after I told them about it they gave me a free dessert and that wasn't very good.didn't feel like waiting again for the right order. Never been there since and will never go there again.

I had a nice encounter with some of the employees but cindy, ruined my experience.unfortunately, i had to come in a 2nd time and have another encounter with her.later i saw her whispering to another male employee, looking at me and smiling/laughing which made me feel extremely uncomfortable.unprofessional + immature.

Well maintained and brightly lit corridors with a good mix of retailers and some independent stores. Thank goodness for variety. Have created pic nic seating areas outside for Covid-19 compliance and it was convenient to eat in the cheerful seating area near fresh planters. Overhead lights will look pretty in the evenings and make the place look more appealing and inviting.

My recent experience at the Guildford Apple Store relates to a warranty issue on an iPhone SE (2nd gen) that will not power up. I can best summarize my experience in point form as follows:

May 19:
• Went to the Guildford Apple store. Was told I needed an appointment. Scheduled appointment for 3 hours later.
• Came back to Apple store. Spent the better part of 45 minutes trying to diagnose the “no power up” issue on the iPhone.
• Tech scanned the SIM tray (which we shared with him was from an iPhone 8 to match the backing of the phone which was replaced). No issue here.
• Tech was able to verify remaining warranty on this phone and informed us that he would have to order us a replacement phone based on the “no power up” as they had no replacements in stock.
• I am told to wait for an email when the phone arrives and all I will have to do is come in and pick up. No appointment needed. All is good.
 Note that that this point, based on verifying the phone’s warranty, one can deduce that the phone is confirmed to be what it is…. An iPhone SE (2nd gen).

May 25:

• I arrived at the store, was greeted and wait for the replacement phone, which I receive within 10 minutes. I sign a waiver and leave the store.
• 15 minutes after I leave the store, I receive a phone call, saying there is an issue with the phone I returned. I ask what the issue might be and the clerk tells me I left them with an iPhone 8. I respond by saying this is impossible as a) I don’t have an iPhone 8, b) this is the same phone I brought in on Saturday (which they confirmed to be an iPhone SE 2nd gen).
• I drive back to the store.
• Once at the store, I am accused of returning an iPhone 8. I said this is the identical phone I showed them on May 19th. They are insistent it is not. I said, try and power it up. They didn’t try. This would have proven that this was the same phone I brought in on the 19th as the issue would have been duplicated.
• I explained to the clerk that yes, the SIM tray is from an iPhone 8 and that the backing on the phone was swapped (as was mentioned during the original appointment on the 19th).
• Now the story changes – I would no longer have warranty if the backing was changed.

My question – everything was disclosed in appointment #1, the phone was verified as being an iPhone SE (2nd gen) with warranty, then why am I now being denied the replacement phone?

I have spent hours of my time dealing with this, I’ve been accused of providing the wrong phone (in other words, calling me a liar), I have been nothing but forthright and honest. I came back to the store to set things right whereas I could have chosen to not return.

Here is where this store failed:

a) Tell me at the first appointment that I am not eligible for warranty based on the replacement backing. End of story. I can accept this.b) Before accusing me of giving you an iPhone 8, you should check your records and verify (as you did in the first appointment) that I returned an iPhone SE. Or at least put forth the same effort as in appoint #1 to verify the phone model.c) Have less arrogance. Admit to making a mistake and at very least apologize.

This has been a most disappointing customer experience and I know Apple can do better.

@Apple Guildford – if you want to reach out to me to make this right, refer to RO# ending in 204147.

Was told they could do nothing about my MacBook keyboard and touchpad not working and it would cost $600 to fix. Ordered parts and tools off Amazon for $25 and fixed it myself in 15 minutes.

Really bad, no meaning to book an appointment. Nothing works accordingly. Person coming after me is entering first. Exhausted.

Worst store ever. Don’t even bother, probably easier to get into parliament than this place. Security guards everywhere, only allow customers to pick up purchases. But everything I wanted said it was available in store I till I selected this store. Wasn’t even allowed to talk to an actual Apple employee. Had to talk to some know-it-all security guard who knows nothing about there stock. All I want to buy was a new computer and I can’t wait a week for them to ship it to me. This store sucks.

Went for an express pickup at the given time. They couldn’t find the order in their system. “We can’t help you”, that’s all I got. Arrogant employees who don’t want to sell you anything.

Fast and efficient service. In and out within 15 minutes. Navjot was knowledgeable about the product. The only thing was that it looked as though his supervisor was telling him to speed things up.

Apple does NOT stand behind it's products. One year and 2 weeks in, the screen stops working due to their software update and you are fully own your own. A phone that has never been dropped and is safely incase in an otter box.
Having to shell out almost $300.00 to repair something that is 100% Apple's fault is extremely disheartening especially knowing you are still paying off the phone. A billion dollar organization that doesn't stand behind what they make. It is really appalling. Their answer is to tell you to pay for insurance to protect yourself from Apple's poor prodct protection. It is all very very wrong especially during covid when everyone is already struggling. I for one will never get another Apple product again. If I could put 0 stars I would.

Excellent service from "Mel" on Sat Mar 27/21 for our 1 pm appointment! The line up outside was organized in such a way to foster social distancing and the inside of the store too. Felt safe. But "Mel" was spectacular, it's her service example which is why we are Apple customers.

My Iphone X randomly crashed/rebooted and wouldn't start back on. Then went into recovery mode which I was unable to deal with so I took it into the Apple store. After a few minutes they declared the phone useless, which was shocking because the software crashed on its own. There was no physical damage done to the phone itself. They suggested buying a new phone and said I wouldn't receive trade in credit because the phone wont turn on. I then took my phone to a neighbourhood cell phone store. Within 3 hours and 50$ got my iphone back to normal! Do not assume they are your only resort! Try calling around and getting it fixed elsewhere. Buying a new phone should be your last resort. I bought an Iphone 12 last week for my family member, will be returning tomorrow to buy a Samsung now. I will no longer support Apple, software issues should be dealt with in store and shouldn't be waived off as the customers problem or fault.

The staff in this store are so entitled. I told the staff that talks to you outside the store that Im there to trade my phone and buy a new phone. After few mins theres a staff that whispered something to the same guy then the guy told me they dont do trade in today bec their system was down. That was a big lie! When i was inside the store the staff that was assigned to me tried the trade in and it worked.
Another issue was, I asked them to help me sync the files on my old phone to my new phone bec I wasnt aware that they dont do that in store anymore. They adamantly said No. They should at least mention it on their website or somewhere so people are aware esp for those who need help with technology. So I asked the guy if i can go on one side and it will only take few mins to that. The guy never helped me even if they are aware that I might loose some of my pictures, contacts and notes. They are only after your money. With that money your spending, you should be able to get the help you need. I even told them from the start that Im not good with technology. A lot of staff there are just chatting and standing. Dont go to this store. They wont help you

I wish I knew the name of the person that helped me out today.outstanding. The only thing that is annoying is the process of how to make an appt to goin there.

Terrible customer service, very bad shopping experience! The staff definitely need much more training!

I came driving 200 km to buy a Mac Mini, 3 MacBooks and 4 iPads and they did not let me in! Seriously?

Fast service, very well organised with registration & getting customers in & helping help.

Had to come in on a few occasions due to a mix up with my purchase and Fernando was very attentive and patient. Although I did have to come back multiple times I appreciated the fact that he took my time into consideration.

This Apple Store is great but I don't like how booking appointments online is sort of complicated and at times reaching customer service through the phone can be a hassle too. The people working here are generally nice and they truly do have your best interest at heart.

Today I visited the apple store @guildford and it was one of the worst experience I ever had. The girl who was attending me was leaving my phone one table and was dealing with other customers again and again. I know she put my phone to get it updated but she was taking too much time to do next step as I was noticing the update was completed 15mins prior. She was pretending more than actually helping me out. She ruined my day. Not satisfied with her service at all. My last time visit was a way better than this and the guy? Over there really helped us out and was very happy with his service.
Last time there was some technical problem with my husband’s phone and he took just 15 mins to fix that up and performed all the steps the girl did today in approximately in an hour doesn’t making any sense!

One of the worst customer service experience I have ever had so rude staff members and employee name Gordon was so much hard to deal with.went into the store after waiting patiently for 6 months to get my mac book pro repaired. Laptop working perfectly fine and operational except camera and some display problem.so called advisor did tests remotely and did not even asked our consent or informed us that he will open up the laptop and will start investigating from inside. Guess what came up saying this repair is not covered and will cost 2200 bucks.why would you spend 2200 dollars on a laptop which is already an year old. Worst thing happened when he said some shot circuit caused the LAPTOP NOT TO EVEN TURN ON NOW. SO WE CAME TO STORE WITH A LAPTOP WORKING AND OPERATIONAL IN ALL WAYS AND NOW MANAGER is defending the employee and asking us to leave store with a black screen laptop which does nt even power on anymore and left us with zero choice except to pay 2200 bucks to them. #poor customer ##service ever seen

They have more stuff than customer. Most of stuff are not helpful. I was standing there more than 30 minutes. They kept taking customers behind me and told me person behind me already know what they will buy. They just want money. Very bad customer service. Apple management should review their reviews and improve customer service.

Apple at Guildford Town Centre is by far the worst apple store location I’ve visited. Completely speechless on how could any apple store to have such a different standard than the other ones.it’s like they are not even APPLE!

None of the staff here seemed to want to be here. Would rather stand around and stare at their own counterfeit designers shoes than actually putting in an effort helping their customers.

I really liked how active the staff is. I was really unable to decide between 2 iPhone watches and one of the staff member helped me by asking upfront; explained me the difference between the two in detail.

Oh Apple. You make great products, and of course, you are the quintessential posterchild for planned obsolescence. It's just your service process is abominable! I think a roller coaster is a good parallel. Customers walk in for help and are instantly confused until a someone greets them. But then they are shuffled to a bar-like table with the most uncomfortable chairs and a dizzying number of Apple shirts chatting to others and walking past. Yes, at first glance it looks hip, but then again, who goes to a bar for help? Most go to a bar to drown away their problems. Now what seems like an eternity later, you finally get to talk to someone. At least everyone there seems smart enough to answer 90% of the issues one may have. No, they don't know everything, but they can cover the bases.

MANAGER IS GOOD FOR NOTHING. DOES NOT KNOW EVEN HOW TO TALK TO CUSTOMERS. CUSTOMER SERVICE ISNT A THING IN THIS STORE,
JUST GANGING UP ON CUSTOMERS WITH THERE NON SENSE EXCUSES.

Good customer service. Very helping guy fixed my phone very quickly and told me everything I had to do.

Worst apple store i have ever visited. Staff needs to fix their attitude problem.we visit your store to get products not to see your clown faces so, better give some respect to your customers.

The best store for Apple lovers.you can spend time and see the apple products on your ease and can decide which is best for you.