Apple Sherway Gardens

Had to stand in general 40 people line even after preording the thing. What's even the point of pre-paying? !

My iPhone was blocked. I came to the Apple store for help. The manager named Brandon told me that my phone was reported as stolen and that there was nothing he could do to help. This is despite the fact that I provided all the papers that I received when buying an iPhone. I just can't understand how a company as famous as iPhone hires such incompetent employees as manager Brandon.

Bad experience picking up the latest iPhone. No clear signage to avoid the line outside while having the appointment for pickup. Plus the asian guy controlling the line was really rude. Have had great experience with Apple Square one and would prefer that store going forward even if its not a day 1 pickup for me

Great store size. Many employees around the store to help with all your questions, concerns and purchases. Apple products are on display for you to find the right device whether that be a desktop, laptop, phone, watch, earphones, etc. Accessories are located on the walls.

I had a rather disappointing experience with the service. The response I received was simply to wait, without any further assistance or updates. What made it worse is that it seems I'm not the only one facing this issue and waiting for a resolution. It would have been much more helpful if the service provided regular updates or offered alternative solutions. Overall, my experience with the service was quite frustrating.

Horrible. Don't go there. You will waste you precious time by bunch of "genius" people who cannot do anything.
The quality of apple products are getting worse as well. My airpod pro got broken within 3 years with super gentle use (<30 min per week). They admit that there are many defective products but they are not going to repair/replace.

I paid $89.72 for this case. After few months it peeled off completely. I claimed the warranty and they replaced it. This is the second one and it is even worse. So I definitely don’t recommend to purchase. The reason for “1 star review” is not this. The reason is I went there 3 days ago to claim the warranty again because this is ridiculous quality. They asked for the receipt and I showed them the receipt from their store. They said they are going to make a claim for the new one. After three days they called and said the warranty is expired and they can not replace it. So why I would ever purchase this case again? Why I would ever walk into this location again?
Obliviously I am an iPhone user and it is not going to change. But to purchase a case - never again. Thank you.

Technician said the problem most likely cannot be fixed and tried to sell me a new phone instead. Having done research on the issue myself I suspected it to be a quick fix.
I took the phone to a repair shop who was able to identify and fix the issue within 30 minutes. The issue was a loose battery connector.

In terms of staff knowledge and service quality, Apple Store at the Sherway location is superior than other nearby locations. Carlos from the genius bar is very friendly and professional. Will definitely come back for future purchases and services.

Everything is up to the bar except the significant time you have to spend on every visit to get the service you're asking for.

I went in for a Genius appointment with my wife's iPhone. It was stuck in an infinite loop boot cycle. They tried an iOS update, which failed. They said the next step was to completely wipe the phone and update again. That meant losing all the data on there. Not an option.

The reason for 1 star is that Apple either does not have the ability, or the will, to diagnose and repair their hardware. I got this phone repaired at a third party repair shop for a very reasonable price without any data loss. They were able to diagnose over the phone correctly before I even set foot in the place. THIS is the kind of service that should be expected of a premium brand like Apple. This is what we are paying for, but not getting.

And because of all this, "right to repair" is SO important to all of us now. Apple has actively fought against this with hardware and software locks on their more recent hardware. That would be fine if they could be trusted to diagnose and repair accurately and at reasonable prices. Given that this is not the case, "right to repair" needs to be enshrined in law so that we have options.

Quanna and Adam are absolutely amazing, thank you so much for helping me when I forgot my password! ️

Very clean well organized place but I'm not an apple type of person Sonim a little Biased when it comes to this review

Worst store to go in. Have very poor customer service. The sales guy was very rude and was not interested in talking any questions.

Friendly staff and knowledgeable.
Somewhat disappointed that they couldn’t provide technical support on-site.

I received the most AMAZING customer service by Clive at Sherway Gardens. He literally went above and beyond to make sure my standards were met and to my absolute satisfaction. He provided me such a high level of customer service that not even my provider could have done for me which is outrageous. I will absolutely be recommending anyone I know to visit the Sherway Gardens apple store location! Thank you again Clive and if I could give you 10 stars I would!

Well organized and great discipline by the staff here. They quickly helped with all the concerns I had.

I had a fantastic service, the Consultant went beyond; she was very patient in explaining different products, she was very efficient and professional. I was smiling when I left the shop

The store was packed and there was a fire alarm going on, i waited in line for a minute or so until Clive came to take my order. He directed me to another gentleman (who unfortunately i don’t remember the name). I spent less than 10min in the store and got everything i needed. Efficiency is the word.

Store has plenty of staff and is laid out like any apple store. Doorway has little to no signage re: walk-in policies for shopping and the door-person put thats that gap on the customer leading to a rude encounter. Other than the apple staffer at the door the rest of the team did a great job.

Wife's complaints largely ignored, but heard that the same location replaced a friends iPad free of charge no questions asked. So apparently some people get grilled with questions to gain proof, and others can complain slightly and get whatever they want. This location is proof you shouldn't be a decent person if you have an issue, you should be a monster so they get you out of there.

All of that said, credit where it is due, the layout is nice and open, and just like other apple stores the products are available to play with. The staff themselves are all friendly (as per my experience) it's just that they act as if their hands are tied with the issue we had. If you want to buy an apple product, come here. If you want it repaired or replaced, go literally anywhere else.

Absolutely horrible experience.
Upgraded iPhone X to 13.
Beware of their pure genius solution of offering resets to your device after botching your migration /restore from the cloud service you’ve been paying for for years.
Waste of time there & ruining hours of you personal productive time for days to come.
After many years of being an apple user, I’m left so seriously disappointed.
Do not go here.

Exceptional customer service. The associate that helped me get my phone today made sure I was getting the best possible service deal with my phone carrier. A deal that I would get to keep long term/ after my contract is up. I will always buy my Apple products from a direct Apple store from now on.

Associates were friendly and I was in and out fast. My only gripe is that I purchased a new MacBook and they had not bags. Imagine purchasing a 1.5 k item and they couldn’t even provide a 10 cent carry out bag.

Extremely happy with the service. Brought in a Macbook Pro for repair. Wait-times for an appointment were understandably high. However, staff were courteous and the appointment, identification and fixing of the problem were extremely efficient. These folks are lifesavers!

My iPhone screen was cracked so I booked an appt.for 10am using the Apple website. They serviced it within an hour and only costed me $40 (only with AppleCare, otherwise $250)!

Since I'm about to order few fully loaded 8TB Macbooks Pro Max for my office ($7,649 each) I thought I will visit the store to get the feel / hands-on experience of similar spec'd machine as those MBPs are on special order. To my surprise I wasn't even let into the store as employees said there is no walk-is. "Appointments only". So my genuine question is what is the actual F purpose of the store when customer which spends tens of thousands can't even walk into the store to interact with Apple product. In comparison when shopping for Tesla last week they gave me car for 2 hours to see if I love it. And I bought it. Meanwhile Apple didn't allow me to touch the laptop. Let it sink in. SMH

I had a great experience with Sarah. She was super informative and very friendly. She also took the time to help me decide on a new iPhone. I’m so glad I had her help because I wasn’t sure on getting an iPhone but she convinced me!

Obviously amazing service, same as any location! I needed replacement AirPods last minute, and ran into the store. A wonderful gal working the front helped me right away, rushed to the back to make sure we had them in stock, and completely saved my day! Great store.

Brought iphone 12 to genius bar for repair. Screen was unresponsive. After running diagnostics and tests it was decided it needed to be repaired. After about 25 min received an email for pick up. I was told that they couldn't open the screws and that screws were tempered with. Now if the phone was bought in February and still was under warranty why in the world would I even attempt to temper the screws. Stuff clearly accused me of that. The phone was in the protective case otterbox at all times. Just before handing the phone over the tech cleaned the speakers using little brush and putty and watching him there was no sign on any damage on the phone around the screws or otherwise he would have pointed it out. Just very disappointing and unprofessional how they tried to accuse me of tempering with the screws when I didn't even know where the screws are! Very very disappointed with the service and treatment. Will never go to this location again.

I booked session online and I reached on time. I still had to wait outside for 30 minutes. I just left without buying.

Went here for a Genius Bar appointment for 6pm today. I arrived at 5.45pm. We were signed in but ignored for 45 minutes. People after us were seen and left.
When I raised this issue, no apology was given but told I would be seen. Will not be going here again

I have been here several times and probably the most recently because I purchased iphone 13 and imac. Honestly, I have met more than 5 people for the past week (since I booked several appointments) they were ALL super nice. They were welcoming, helpful, friendly and sooo nice I don't get why the rating is so bad here. Phone calls are hit or miss depending on how busy the store is but that is pretty much every store and you can't really expect them to be answering the phone call all the time when theres literally million people at the store. Anyways, I love shopping here!

Came to return something and the employee was being rude for no reason. I’ve purchased a lot of Apple products over the years and as of late, the customer service has been lacking.on the phone and in person at the store.

ERIC greeted us in the line outside the store and asked some quick questions, took my daughter’s phone, and fixed it on the spot. Very professional, approachable, and great customer-focused approach! Thanks again ERIC!

Sahil is an example of great customer service. Smooth transaction with a friendly, easy-going, professional.

My experience here was ok, I didn't have to wait in line for long to get my order in fact I only waited for about 3 mins

Poor system set up with covid.

I made an apt for 12: 25pm today. There was a Sherway employee controlling access to the hallway in front of the Apple store, and when he asked if I was there for an apt, I said yes, and he told me to stand on the decal next to him (20 ft from their apple entrance). He said the same to the girl behind me. By the time, an apple employee came over, it had been 10-15 minutes. He sanitized his phone, and then a girl told him to switch out, she took his phone sanitized it. After all of this when she finally came over, she told me I didn't need to be waiting there, and I could just go straight in, so I walked over (a group of people behind me) lined up in front of the store. I waited again (5 more minutes).

A guy pulled me aside and told me that because I'm late for my apt, they needed to serve ALL the on time people first that came for their 12: 45 apt, and hopefully they could get to me. HOPEFULLY.
I said it wasn't my fault that I was held back by the other staff member, he said "I highly doubt you've been here, and waiting over there for the entire 20 minutes.you're late, and you'll have to wait to see if you can be served. " I left because I can't wait and hope to be served when I made an apt, and it wasn't my fault I was late. Poor set up honestly, and poor customer service on that guy's part.

I want to return a product I purchased at your store. But you guys are not accepting returns and I can’t ship it coz I don’t have order Id (number you get when purchased online). I visited the store but your employees refused to accept return and didn’t offer any alternatives. As per your return policy I am supposed to return it by 8th of Jan. Please help.

This location has extremely helpful and knowledgeable staff. They didn’t faff about as I had my replacement request put through under warranty after a few moments of device inspection. Took about 2 days for me to have my new iPad after dropping the unit off!

I had such a wonderful experience! I was helped by Emma initially who is incredibly professional, knowledgeable, and attentive. She really listened to my concerns and guided me through a solution to help me get my MacBook fixed. I wanted to thank her for her kindness and prompt service. She is definitely an asset to the company! Beyond that, when I came to pick up my computer, Nick was helping me and was also very kind and helpful. Both Nick and Emma made this experience really great. All the other staff were also friendly and always asked if I needed help or if I needed anything.

Horrible experience. Had to wait a week to get an appointment. Went for the appointment, they were about 30 minutes late. Then they told me that they had ordered parts for the computer, only to find out THEY DIDN'T ORDER THE PARTS. Then called apple support and they told me I have to go in for another appointment for someone to look at the computer to confirm that the parts are missing (which I could just send them a picture of) and then come in yet again after the parts are order to have it installed. That is if they even order the parts. Worst experience ever, and just generally "apple care" is no real help. Literally worst company for technical support. Wish I could give less than one star.

Problem with Apple Canada is that you can’t get the same things you can get in the USA? No refurbished items like appletv or iPhones!
Lacks lots of goodies!

Apple is a great store. The facility is incredibly clean. The employees are well mannered and very approachable, especially if you don't know something about an apple product. Went in to get a new phone, and they were able to assist me and explain which phone does what. Thank you apple!

I love this store as i got what i needed.also people working here have a wonderful patience levels.even though the store is busy the customer service is appreciable.

I don’t usually write reviews but wanted to say that I received amazing customer service from Ralph at Apple Sherway Gardens. I bought a new iPhone and had an issue. Ralph worked with me and went above and beyond to figure out what the problem was. Turns out it was a problem with Telus. Even though it wasn’t an Apple issue Ralph offered me a discount on another model and extra accessories to make sure I was happy. I didn’t take them but appreciated the offer. You rock Ralph keep up the good work.

Apple again made me waste my time. Tried to replace battery per their program and they rejected because of “water damage” in a working phone that has been working for 5 years except for being “slow” AKA Apple scandal of intentionally reducing CPU performance. Before come I clearly asked if I would be wasting my time for having maintained outside apple. The answer was “as long no battery you’re fine”. The store managers don’t acknowledge they have an issue. Instead keep saying they have their “policy” written in their website. I guess in those small letters nobody reads. Instead of bringing my feedback to management team. He kept repeating the same thing. Very stupid thing to do. Shame on them. Lost my business now.

Nice place but not for me. Too much strong perfume throughout the whole mall. The only place nice was the foodcourt where there was no strong scents and good and delicious food.

Very helpful team of people who genuinely wish to make your tech experience better. Since they get really busy, it’s helpful to have an appointment scheduled. Financial disclosure: none.

Staff here know their stuff!

Lots of products that wow you. Plenty of choices and options.

Just stopped in to ask a few questions. No purchase today.

I was look for help and asked someone, they looked happy to help. Then a different person came over and said “I’ve got it. ” No problem I’m just happy to get some help. I asked the price of the iPad and the keyboard together, and I swear to god, he walked away and told me he doesn’t have a calculator. I know it sounds crazy but I swear that’s what happened. I’m gonna come back and buy it later, cuz I love apple, but what the heck.

I found an iPad and decided to take it to the Apple store in Sherway Garden to see if they could get it back to the owner and they refused. Shocking! I'm doing the right thing and Apple is not willing to help. Wow!

I went to the store as I was having Issue with my iPhone X EarPods. They make static noise. They guy assisting me spoiled my half an hour by just saying that can you reproduce the issue in front of him. It even produces the sound and the guy was like there is something wrong with the app or the songs. I replayed the song for him twice. The dumbest guy I’ve evey seen in my life. After some time I threw the EarPods in front of him and walked out.
I didn’t even hear back anything from them.
Worst customer service, will never go for Apple products they never provide any service after sale in this store.

This is the worst Apple store I've ever been to. Talked to a sales representative and then her manager, both rude and unfriendly, with the least focus towards providing a pleasant customer experience. I would give them 0 stars for customer friendliness and another 0 for their service. When you're spending more than $1700 on a product, you deserve better. I would recommend to go to Square One or Yorkdale Apple stores for your purchases.

These guys know how to handle their customers well. Always book an appointment. Friendly staff. Quick resolution. My Iphone 6S got repaired same time.

Like all Apple stores super busy but I went during the week in the afternoon and it wasn't overly busy.quick service.had what I needed.quick and efficient checkout.the staff is knowledgeable

Apple specialist Gilbert is AWESOME! I have had the pleasure of working with him on several purchases. He is always knowledgeable and honest!
Thank You for all your help and making our lives easier with our Apple products!

I have been to this store for training and had a pleasant experience. So I am taken aback by their repair service. The first time I went, I asked to replace my battery because it was not holding power like before. The technician said my battery is fine and mentioned many possibilities that can cause the battery to lose power quickly. It's been at least 3 months since then and it's getting worse. I went to this same branch for replacement and waited at least 20 minutes despite my appointment time. The technician checked my battery and said "Your battery level is at 87% and 80% is the time we normally change it. " I had to explain again that after fully charging the phone, the power is nearly gone in 2 hours even if I barely used it. In addition I have been paying for Apple Care for 23 months with Zero claims. He agreed to change the battery and asked me to come back in an hour. When I returned after more than an hour, I showed my receipt to a person in front who asked me to wait by a table. I was waiting for about 20 minutes and wondered if they had forgotten me as a lady who just came in got her item almost immediately. Finally a staff member came with 4 items and called names out. The 1st person did not appear, and as she waited for the 2nd person to appear, I asked from where I was seated if my phone was included in her batch. She snapped, "Miss there are people who came ahead of you and they will be served first. " All I wanted to know is if she had my phone so I would know I haven't been forgotten. Such arrogant and poor customer service. It's true what previous reviewers said - be prepared to wait and wait and wait. I wish I had read the reviews before coming to this sorry branch.

Apple store like all the other Apple stores i.e. Nice but expensive. I think the location is good, what I mean is good part of the mall. It is close to the entrance which opens early for Apple tutorials. I remember going there few years ago early morning on Saturday before the store is officially open. It's convenient that you don't need to go through the whole mall. The store is almost always busy, but I think it's typical of all Apple stores.