Apple Masonville

First time shopper.went and picked up an iPad pro for my husband's birthday and the salesman was fantastic! I have minimal knowledge on apple products. I explained what he wanted it for and he gave me my options but wasn't pushy about having to pick the most expensive thing. Definitely a great experience! It was a busy busy day there and I was helped very quickly!

Do not buy The iPhone 13 promax you will regret it worst camera I’ve ever use on anything let alone an iPhone $2000 piece of garbage I wish I never bought

They botched a screen replacement. And blamed it us. It wasn't sealed properly. Told us we have to pay. Wife gets another iPhone ill divorce her after this place

Purchased a charger and charging cord from here. The charging cord got damaged, and they wouldn't replace it or fix it as they claimed when I purchased it.

I bought an Apple Watch from Costco as a gift for my brother it Kelsey shocking him. So I brought it here to get it fixed or replaced. Absolutely ridiculous wait times. I gave it in July and still haven’t received the watch. They say it’s a safety issue so it takes longer. Shouldn’t it be the other way around. I doubt they’re going to resolve the issue anytime soon. I was better off taking it to a third party for the issue. Lastly, I have apple care for the watch as well.

Didn’t appreciate a passive aggressive tongue lashing I got for showing up to my appointment 25 minutes early. All I did was say hello and tell them my name. I got lectured to about appointment times

My first time driving to London and let me say this mall was the highlight of my trip. Bought a pair of sneakers at CHAMP. Love it?

A good under-one-roof place, where most-bought goods, ranging from clothing to footwear, drugstore to eating. Lots to choose from! Places like MARSHALL'S, SHOPPERS DRUG MART have lots to offer!

Was there with cash to buy too brand new phones out right and was told to just wait I stood there for over 30 minutes and asked again and was told to just wait awful service

My daughter purchased a Laptop on Friday at 430 and was told they would do the data transfer and have it back to her by Saturday. It’s now Sunday afternoon and the transfer has not been done and she is trying to get the laptop back.
I called the number on the website for the store and was actually an Apple service centre so I had to give them the London postal code to contact them. I called 3 times as the first 2 I was disconnected and the 3rd time I told them they were useless and hung up.

When I was there my daughter and I were passed over by 4 people who were able to sell us a iPhone 11. "Go see this person. "

You know, I still thing you can use the million-colour light bulb to grow those plants in the basement XD but thats like mixing it with shrooms!

Makes you book an appointment to come in for service and then sits you at a table for over 30 minutes with no one coming to help you. Been waiting here for my issue to be solved for almost 2 hours now for a phone that’s less than a month old and completely unusable

I have no complaints. Had an appointment scheduled for the Genius Bar. Was right in at 10 and promptly assisted. The tech, Ashley, was fantastic! It was quite a lengthy going over, left for 50 min or so came back and understandably she was helping another customer, but I was kept in the loop of her progress. She did juggle us both, but very professionally! I can see how perhaps some customers would get frustrated as it is quite a busy store. Again, no complaints.

It was a rather nice visit, I got the answers I needed and figured out the issue with my iPad. Always the most kind people there:)

I spent 20 min trying to call your store so I could talk to a person. Why does this have to be so complicated? Why am I unable to call a single number without explaining what I want 3 times over to an automated system which then connects me to your call center in a different country while I try to connect with someone in the mall that is 10km away from me.

Purchased a MacBook Air online for pickup. Booked a time, drove almost an hour to the store and no representative was available for almost 40 minutes. Representative who was finally able to assist me was also assisting someone else at the same time. Chaos. Finally given my device in a bag, no offer to assist me, inspect the device with me or offer any service or help. My device is defective. Now I have to try and book an appointment to exchange which means driving back in and, hopefully, exchange. Store is disorganized, chaotic and zero customer service skills. Very disappointed. Phone is never answered. Apple Support offered zero support.

Went here to buy a MacBook, short wait because of occupancy restrictions and no pressure sales. I knew pretty much what I wanted and asked about the transition from PC to Mac. Employees were nice and helpful.

Visited this place to repair my broken screen display of my macbook.even though they made sit for around 20-30 minutes, guy who reached out to me spoke very friendly and resolved my queries without any doubts. I have dropped my laptop to get it repaired and requested them to courier me as i stay very far from this city. He assured me that they have possibility to send it via fedex.just in 3 days i got confirmation call from the store that it got repaired.as i mentioned the distance issue they have confirmed my address to fedex me.

I felt it was going good, but its not.i was calling them almost 2 times daily to ask about the status.when i call the store, it automatically connects to the automated voice and redirects to technician and then they connect me to store. I need to explain everything each time and ask about the tracking number or status of the delivery. They could have sent me a text message or call or email with tracking number that it has been dispatched. They even gave me a wrong tracking number and need to recheck it once again by calling them.

Finally it got delivered and guess what, there is a small dent at one corner end of my screen. Also there is lots of dust in between the keyboard and the display.they just changed the display without any cleaning and additionally another physical damage. I was utterly disappointed with the kind of service provided by this store. I won't recommend this store to any of my friends.

Worst dealings with customers ever This is the third time I come to them to buy 2 iPhone 13 Pro Max they tell me defrent reason The employee tells me come tomorrow we don't have time now we will be closing in an hour

Brought two of my devices that broke due to updates from apple and was unable to resolve either issue without spending more money. Employees were friendly and tried their best.

My brand new iphone 13 would not pickup up calls or call out. I took it in, the guy wiped it and did an update, said there were not any hardware issues. The phone worked in the store. I left and it stopped taking and receiving calls. I went back 4 days later. The guy removed my vpn saying it was the problem. I go out to the parking lot and of course the phone does not work. They then replaced the whole back door, sounds great and I am happy. I leave for an hour, come back to pick it up. A different guy gives it to me, does not put the sim back in, tells me absolutely nothing, just hands it to me. I have to sit there for another 30 minutes doing an update and set up. The guy who gave it to me was not the least bit pleasant. The phone does finally work, but their auto mechanic type services means I will go back to Samsung in two years. I was in and out of the store four times. Apparently, Stalin lives!

Firstly, There are many more Apple stored in Ontario, this is not the only one.
Some reps/ customer associates are thinking that way.
Hey reps, we are not there for getting free Apple products. And of course we are not Tim Cook.

Too many procedures to get it.
Most often, a crowded place.

Paid more than a what you get in a paystub and giving advices to come back 2 hours after/tomorrow/when appointment available/ with appointment. Yes I know its COVID era. But many reps wearing red and black are just roaming inside and cracking jokes. People who paid for the products (even for in-store pickup too) need to wait outside for reps.isn't that a big joke?

If you are well dressed and got More Melanin/pigmentations, May be the person at the gate will let you in fot walk-ins.

Interesting!

Genius Bar.another joke.

Not pointing anyone's name.but hey Apple Masonville, please please educate your associates/ reps/ employees.bcz we paid a lot of money to get the products and i hope these joke crackers are getting paid hourly!

Will update! _

I had a great experience at the Apple Store in Masonville today. I had some technical issues with my AirPod Pro and Amanda at the Genius Bar was super friendly, knowledgeable and helpful! Would give 6 stars if that was possible.

Wish they have 0 stars.

I ordered pickup for different location and ended up at london location and the first rep-1 was nice and explained me my options and I agreed with him to cancel my order and take appointment with london location and waited for 45 mins.

Went back to the door as he asked me to come back in 45 mins but that rep was on break. Now comes the rep-1 who yells at me for waiting there and stating I should be in line and check in. But i was already in line and got checked in and came to the door as per his colleagues instructions.
He pulled his tab and checked for my name and saw what I mentioned was true and couldnt resist his ego and started being rude to me asking me to go back in line again.

Now comes rep-3 right after he asks me to leave. She checks my name and asks me to come and wait inside. And someone will assist you.
Waited inside for 20 mins to just see everyone in the line get addressed while i am made to stand in the corner line and humiliated. Even the security guard felt sad for my situation and came to me tried to be nice to me.

In the mean time rep-2 addressed couple of other customers who walked to the door with prior appointment just like me. Not sure how I am the issue when i didnt utter a single word nor ever seen any of those faces in life. Only difference between me and other customers was I was colored and others were not. That is how I was made to feel.

Now rep-3 on her way back notices my eyes waiting for her to come back talks to rep-4.

Rep-4 comes to me asks for different customer name and started taking care of them who just walked into the store.

My buddy with me was about to tell them to show some respect and I just walked away as I never want to give my business to them.
Ive been to apple stores in many other cities and countries but never ever thought apple as a company would appreciate such behavior from its employees.

Each of those reps cant coordinate among themselves and show the anger on customers and make customers feel that they get treated different based on color of skin that is sickening. That is how they made me feel today. I never blame Apple for this but Apple Masonville team and management should have some reality check on their own lives.

Not a great selection of IPads on hand. I know it was before Christmas.but for being a huge store it was amazing how they seemed to only have a fresh inventory of tablets that were over $1100.00. I will give it 3 stars as the sales lady was very helpful and I still bought 2 sets of air buds from her.

Product is good! Over priced.
Apple likes to make themselves look like they are all about customer service. However when you call apple customer service they will tell you your local store is all booked up for buying a new $2000 phone. Go to the local store and line you. When you get in the line and get to the front of the line they tell you they can book you an appointment for an hour and half later! That’s odd your cx like says you have no appointments today. Yet when looking at the apple reps screen there are 20+ spots. Now all this a little odd when you already know what phone you want and have it put aside for you. Just grab the phone and let me pay for it and be on my way. Seems like a very useless way to do business. Apple must be losing so many sakes this way / or the manager doesn’t have sale targets to hit in this location. Is this way hawuei is over taking apple in sales and customer service?

We went in to get help with my fiancés phone and we had one of the best experiences ever in terms of customer service. We were helped by Audette and Pjer; they were both very friendly and knowledgeable.

We were able to solve all of our issues and wound up finding the best deal on a new phone upgrade.

Both Pjer and Audette are incredible assets to your store and I would recommend their service to anyone going to this apple location.

As usual, I had made an appointment to pick up my new phone and that process was easy. But I didn't want to drive back to Windsor (180km) without having a working phone on me and I was having real trouble with setting it up over the mall's wifi. So I went back to the Apple Store, with 40 minutes to closing time, and asked if I could get help setting up the phone. The woman who was controlling access at the door told me it would really be best for me to go home and do it there since they'd be closing in 40 minutes. I explained my situation and what was happening and even demonstrated to her the issue I was having. She told me that she didn't know how to fix that issue and - despite the store being almost completely vacant - she told me she wouldn't get me a "genius" to help me with it because, by that point, it was 35 minutes to closing. Apple used to pride itself on its customer service but that was not my experience this time around. Very disappointing because that was really their edge and they're losing it.

I wish it was possible to give negative stars. This is hands down the worst location in Ontario. It is never a pleasant experience. Managers at the store make it feel like they are doing you a favour by existing.

I made an appointment for Friday of last week. I arrived roughly 15 minutes early. Not many people in the store. (Not much staff for that matter). When I arrived at the area in the store where you check in, I let them know who I was at the time of my appointment. The gentleman, who I later found out is a manager, informed me that it would be a wait of at least an hour and the store closed in a little over an hour, so it was quite possible I couldn't get into the store. Before I could even open my mouth he had the nerve to say "we could book you in tomorrow. " Sorry but that is completely unacceptable. I understand if there is an emergency in the mall or store.or a power outage but this simply was not the case.

After a looooong debate I was allowed into the store about 45 minutes later.pretty much at closing. I purchased what I needed I was out in less than 10 minutes. I would have gone elsewhere but the item I needed was out of stock everywhere else I called.

The store was never busy. I could never count more than 25 people, including employees in the large Apple Store. To my amazement this place always manages to lower the bar for customer service in ways unimaginable. Quite frankly I believe they are short staff.but who would want to work their with terrible management. Go anywhere but this store.

It was fantastic because it’s apple store. The people there were perfect very kind. I like them.

Staff was excellent. My only complaint (likely an apple directive rather than a location specific complaint) is that when purchasing or replacing a phone via warranty it would be nice if it were updated to the latest software in the store (understanding that new software updates come out and most of the time one will be required). It's a tedious process, especially with slower Internet service.

I just want to say that this place is literally a meme. Came here to buy something and was ended up told all the "buying sessions" are closed at 6pm? So no one available for a 15 minute sale? Or it could just be she was a misandrist and didn't want to help.

Will never know, buying a different product

Went to the store to repair my Apple watch screen since it had major scratches. Person wiped my watch and I did not have a backup so I thought it would be free.the person came back and said that would be 329 dollars I left the store and started resetting up my apple watch the way I had it but what a waste of time and to wipe my watch thinking it would be free and then coming back and saying 329 was annoying.

Worst product you can ever buy is the apple product. I have this old apple iPad that I tried to use. The safari is the only browser on it and most of the movies do not work in that outdated player. I tried loading new internet browser but it says system requires at least 10.0 update or something and that I need to update. When I try to update it tells me what system is up to date.

So basically I am locked out of using this Ipad for anything in the app store. I cant load discord, I cant load skype. I cant load anything.

Rip of not a company

I booked an appointment for an iPad. I had to drive 45 mins, when I arrived they have sold all of them. Also, the waiting time is ridiculous. Definitely not worth your time and money. Too bad that the staff makes the brand look bad. Never coming here ever

I would give 0 stars if that was an option. I am a university student and I was having issues with my MacBook. It was an emergency situation because all of my schoolwork is online including tests and assignments so I needed to get my Mac checked out. The worker at the front of the Apple store was being extremely disrespectful and indifferent to my situation. They had employees just looking at the wall but the man said I couldn’t get my Mac checked out because I hadn’t booked. I am positive that for an emergency situation like this, there were multiple people that could have assisted me, but they were just being selfish and lazy. I was quite disappointed and frustrated. I drove all the way to the mall (they don’t pick up calls) only to return back home with a broken laptop. I was even prepared to buy a new MacBook but I couldn’t even step into the store when it not even close to full capacity. I have never experienced such inhospitality in an Apple store. You guys let me down and you should be ashamed!

Didn't enjoy my experience here. That was partly due to their strict Covid protocols limiting people in the store so i couldn't really just browse. It was also partly due to the associate who was helping my group was loud and spoke really fast like he was trying to get on to the next person.

Worst experience ever! I wish I should have never switched to apple. Worst service ever. All they say is they don’t support any other apps than the apple apps, so they cannot resolve my issue with the phone which I bought 2 months back and the phone keeps freezing.

Extremely disappointing service today at this store. Spoke to two different staff, both were impolite, dismissive and I even had the pleasure of being called a liar, nice fellas. Had a leather case purchased from apple for a brand new phone, less than two months old. The phone case peeled the corner off coming out of my pockets and apparently won't be replaced because it's not a manufacturer defect. I would have assumed that at nearly $100 the case was designed to come in and out of pockets but I guess not.

I told the staff I was disappointed with the outcome and asked if he would throw the broken case away. His smug reply was "Uhm no, but apple will recycle it for you"

Apparently being the only apple store in the area gives them free license to treat their customers like garbage.

Are only Apple Store in SW Ontario. Great staff, very up to date on the latest and greatest offerings from Apple. Always willing to listen to customer's needs and do not try to upsell customers.

Great store, helpful and friendly staff. Brian is great and very professional, including those staff who's checking the costumers appointment.

All of the staff is very knowledgable and friendly they helped me get my stuff transferred from my old phone to my new phone and they helped me get everything I need as I moved from Samsung to Apple. Amazing place with amazing staff.

Really appreciated the excellent customer service both times I've been in. The staff are very friendly and helpful. I don't feel pressured into anything here which is really nice!

I was at The store and they trade me very badly as a customer service even the manager she didn’t even help me for my situation and they try to kick me out of the store and the other manager I talk to she doesn’t know even the situation and she given me many excuse not even nice with me I m very upsets I throw my watch to apple store then I left I have been waiting from 11 to 3 o’clock not even appropriate my waiting time I have very bad experience with you even though I will give you very bad reviews so bad so bad! The manager is so bad so bad both of them they don’t know how to talk very nicely kind of the jobs that the manager supposed to be very friendly with a customer and try to treat them very well why they put you as a manager even if someone gets mad you have to talk to him very nicely and she was going on with this situation even if you take from your time that’s your job customer service first customer service first customer serviceNot even she help me about my situation they are very rude! Location Masonville London Ontario I wish take a poll take it seriously and changed all the stuff most of the stuff specially the technical and the managers the lady managers because you guys it’s not watching your review!

Very good location. Got the help I needed at the Genius Bar. Nothing to complain about except the prices. Ha.

They never answered the phone, I must have called 15 times no answer, also very rude and terrible customer service

Pretty bad customer service, I came to fix my Mac because I spilled drink on it the guy has not even investigated but started throwing at me prices for different parts of Mac to fix and said we cannot promise it will work.
I have asked if they can at least open it for me so I can clean memory before selling he refused.
And the price he mentioned was like 900 cad.they cannot even help you with basic things like opening your mac with skewdriver.
Honestly terrible service where they try to just take your money without even checking what is broken first.

A very poor communication style and your phone people and person at the door making appointments 'concierge ' are not working from the same template. A very poor, inconsistent experience that led to me showing up, as per your store policy and wasting 30mins in a line up you said I didn't have to wait in as I didn't need a specialist as I know what I needed to buy. Get it right eh! To whom can I send my bill for lying to me and wasting my time? !? !

Guys are rude and unwilling to answer technical questions. These guys think they know more than Tim Cook the bald brown guy is extremely impolite! Come on man, just be normal and humble. Life is just short

I have quite a few issues with Apple as a company, but the people who work at this location are really nice and helpful. I haven't ever had a bad interaction with them before, and they fixed my laptop a couple days ago for me after 3-4 days of it randomly glitching. Thanks Apple!

Not too busy. If you made your appointment your inside in 3 minutes. Service with technical was fast and a screen replacement will be done in 2 hours. Great job guys, very professional.

Greg is an awesome guy. I am from China, so my English is not perfect. He explained things to me patiently.

The customer service was not as expected.

My iphone 12 pro was not functioning after a week, so I had visited the store.

I had a word with the manager and then was able to get a solution on this

No one answers the calls. Phones not available in stock. No proper communication. Never expected this from Apple! Very sad!

Of all the Apple Stores I've been to in Ontario. This location and Sherway Gardens are my favourites. Helpful at the Genius Bar is very important. I had an issue I couldn't resolve with my MacBook Pro. The gentleman didn't talk down to me or make me feel like an idiot. Kudos.

Friendly service at this location. Nice mall to boot.

I had a behaviour interruption with the manager; I believe the email was misleading regarding the situation. This managers reaction to me would make me shop at another store and I may still utilize an outpost instead.but the staff do not fall under this circumstance. I have never had an issue and they have always been cordial and helpful above and beyond.

HOWEVER Apple is a great company. I love there visionary view, ease of access and a company that stands behind there research to grow and evolve. They back products with ease of access to repair. Products are expensive but I feel worth the price for the longevity. The Genius Bar is the most helpful to me on many occasions.

Never answer the phone. Called 8 times in a row today. No answer. Wasted over half an hour. Pretty sure their phone system is screwed up. However, I must say the service is good when you can get it.

Contacting this store is a nightmare. WORST virtual sales rep ever answers the phone. It keeps saying " I can't hear you". Eventually got transferred to a sales person or so I thought. Phone just rang and rang and rang.nobody answered. How hard is it to have a real person answer the phone? I went to the store in person (40 min drive) only to find out they were out of stock of what I wanted. They actually said " you should have called first'

They don't pick up the phone, put on hold for ~30min got connected and then the call hung up right away. Tried again, nothing.

Absolutely terrible customer service. They don't pick up the phone for starters. After replacing my phone, they kept my SIM card by accident, locking me out of all of my accounts as I can't used 2FA.

I have never received such awful customer service from any company.

I had to back up my old iPhone to my new one Apple can’t do it because of COVID. Something with a $1000+ you should get service.

The probably have the best line division know what you want and just shopping. I thought for sure with 10 people a head of me i was going to be waiting for hours. Nope! Was in and out in 30 mins!

They wouldn’t perform a repair on my MacBook due to water damage. My computer has not experienced water damage.

ZERO STARS 0/5.
I've purchased the MacBook Pro 2020.used it for sometime, then realized that the exterior is defective. I called the customer care and they recommended to return it to this store for replacement. The phone agent assured me that I have I can replace it whenever I have time to go there. Once I went to this store, they surprisingly refused the replacement for two weird reasons: first, I have passed the return period, even the agent assured me that I have plenty of time, and btw I have the recorded call to prove my claim.the second weird reason is that they suspect my honesty of claiming that the device is defective while they are very sure (but not 100%) that it is a scratch that I did, even they didn't say they QA has a 100% guarantee not to produce defective devices.
Now I am stuck with this defective machine, they only willing to fix it under my apple care which is NOT FAIR.

Great customer service! Went here to get my MacBook Air’s battery replaced and everything was done so smoothly.

Incident of 12 September 2020
Jacob the guy at door
Micah the guy came out for help
They both were acting up weird and they were treating me like they are paying for my phone. It was straight disrespect and harassment. I waited in the line for 20 minutes and jacob let the other guy behind me enter just to get earphones. I was there to buy a phone they were acting up like there dad is paying for phone.
Jacob & Micah bums

Bright clean store that is well stocked and when I went with a friend there wasn't much of a line up.