Apple Metrotown

New update: sharon assisted me at 3pm today. She was very helpful. She exchanged my both airpods as they were not working properly.
Old review: Micheal assisted us today evening. He replaced the damaged airpods. Such a nyc guy. Thanks michael.

Lot of collections.
No customer management. If you ask and price or tax details they will not guide you.

If you ask 3,4 time they will come to your plac

I’ve spent way too much money on Apple products over the years. Too. Much. Money.

But no regrets. Their stuff made me happy.

Except the Newton. That was garbage.

I'm well aware that racism exists in Canada, but I never expected to encounter it at the Apple Metrotown store. I was denied service based on my race and nationality.

I had made an appointment and brought my brand-new, still-sealed Apple AirPods Pro in their original box with the BESTBUY sticker on it, following the information on the Apple website's bulletin - AirPods Pro Service Program for Sound Issues to the Metrotown Apple Store. The floor manager, Derek checked my name against my appointment and accused me of having a counterfeit product immediately. He deceived me into opening the sealed box and provided false information about my eligibility for Apple service. Once I opened the box, he said right away that my Airpods are not eligible for the program. When I pointed out the inconsistency between his response and the information on the Apple website, he asserted that the details on the Apple site were incorrect and that, as the manager, he has the final say. Throughout the ordeal, he displayed an arrogant attitude and seemed to relish being in control, abusing his position of power. I complained to the Apple support line right away. After going back and forth between the Apple support line and the Metrotown store, a very kind manager named Karen @ Metrotown Apple Store listened to my concerns and resolved the issue with my AirPods professionally. However, the incident shouldn't have happened in the first place. Racism should have no place anywhere and should be condemned!

To Apple: if you come across this review, please investigate my case using ID: 102067386728. My appointment was 11: 10am on August 19,2023 at Metrotown Apple Store

RJ was incredibly helpful. Very professional, and helped a former Apple skeptic come around to a more holistic understanding.

Just wanted to stop by and say thank you to Jason, for helping resolve the issue with my phone today, after a week of back and forth with techs online.

Kudos to the genius bar team here. I had some quality related issues with one of the products and the gentlemen who helped me, Fred, was really considerate and helpful. Thank you.

Wonderful place, good service, sellers who speak several languages. Apple products, no comparison!

Came here with a friend looking for an Apple Watch and a Laptop and we recieved amazing customer service. Huge thank you to Amit for being super helpful and transparent. He was really knowledgeable about all the products he showed us. He does not try to upsell you like most other retail workers but instead he picked out products for us that would genuinely suit our needs. It's rare to find genuine people in the retail industry so thank you again Amit for providing excellent customer service!

Bought most of my apple products here. Always very busy but the transactions are done very smoothly. Chill place.

Poor manager and poor training
It was 10 minutes to close they told me we start cleaning up and I could not go inside and touch the phones
Is it really Apple store

Great service!
I am an Android user but the only product I use is airpods pro. Recently I found an issue in that so the experiece I got from customer support and in store support was really appreciable. I was amaze the way they deal the issue and resolve it.
Being an Android user from last 10 years now I am planning to move to Apple after having such a great experience with apple support. Waiting for good deals in Apple iPhones.

I took my 8 month old MacBook Pro in for the second time today for an ongoing repair issue that I have been dealing with since I purchased it. I had also spoken to a Senior Technician at Apple Support who had me go in the second for the store to do a specific repair. On my last trip the tech was rude and dismissive and spent more time talking to other techs about how not to help and talking despairingly about Apple Support then actually fixing my computer. When I repeated what I was told by Rick at Apple Support the tech then went to speak to a manager. When he returned he was kind enough to mansplain about the reports they had done and apologized "for taking so much of my time today", but that he would have to do more tests before they would even consider doing the recommended repair. When I told him this was not acceptable as I had spent $3k on the computer and have the extended warranty, but have had nothing but the runaround, he stood nodding his head and offering zero assistance.
The entire encounter was a graphic display of misogyny and agism. I was asked if I worked on my computer in my basement between my router and a hot water heater (because you know I'm a subterranean mole person) because perhaps that might be the problem. Or maybe I need a better router or stronger internet, or maybe more expensive and better quality peripherals. When I told them what I was using for these items the shocked expressions spoke volumes. How could a WOMAN, especially someone older know these things? It's ironic that on International Women's Day of all days I would have to deal with some of the most blatant sexism and misogyny I have seen in a long time.
End result? Computer is still broken and I walked away after having the worst customer service experience I have ever had. Given the price point, the brand loyalty and the desire to achieve high customer relationship management, you would think that they would do better. Instead a customer who has spent over $8000 on 7 Apple devices (not including full Apple Care on each) from September to December, would be afforded a modicum of effort and respect from Apple representatives.
Ladies if you are hoping to be treated equally when needing assistance on your Apple products, maybe don't go to this location or hope you get one of the few women I have seen working there.

I'm quite unhappy with this store. Called them a few times, went through the automated phone system to talk with a salesperson. I just needed to know if they have the product I was looking for, in store or not!

Common Apple! This is not the way to treat your customers.