|267 Crocker Park Blvd, Westlake, OH 44145, USA
|10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM
Employees lack common courtesy. We needed to replace a phone with apple care while on vacation so we went to the closest store- an hour away. We get there and they cant find the purchase history for the Apple care so they sent us to the Verizon store which was a 10 min walk away. It was 8:30- the Verizon store closed at 8. We get back to the store and call Verizon customer service (which they could have done, or at least suggested the first time considering the apple care is an apple product- but they had absolutely no way to help find their own product.) After sitting on the phone for nearly 45 minutes with Verizon we figured out what needs to be done to get our phone situation taken care of, they tell is they cant help because they already closed the registrars. Keeping in mind after they sent us to a closed store, we returned to the apple store before closing. There were 2 of us in the store, one one the phone and me- giving the employees updates on the situation. They all gave understanding smiles like they could empathize with what it was like to drive for hours out of our way while on vacation with no phone. Where they failed miserably was not one person told us they were closing the registars. No one said that after a certain time they would not be able to anything with their products they did have control over. No one told me, in passing or while we were chatting that our situation would have to wait until the next day. The whole situation took 2 hours longer to resolve because they failed to keep us updated and are not aware of others their business relies on.
As an avid Apple user, I have come to expect a high level of service and customer support over the years. I came away from our most recent experience at the Crocker Park Apple Store completely disappointed. Our son was having issues (again) with his iPhone 5, turning out to be hardware related, and unfixable. The only option was to pay $249 for a replacement. While I understand the fundamental reasoning behind why they would not offer some sort of alternative option, the associate helping us, and eventually the manager (Mary Lu, I believe) seemed to take little (no) interest in our matter, and kept repeating the phrases that Im sure they were taught by the powers that be, such as "we understand your feelings", and "I feel your frustrations". When I stated that there seems to be several unresolved issues with iPhone 5, the sales agent told me that they see way more iPhone 4s. Of course they do. The 4s are much older. Let me be clear...I did not expect a freebie. But $249 for a replacement after weve already had to replace the phone for another hardware issue seems unreasonable, regardless of warranty status. In the end, we left without resolution to the matter, took our business to the AT&T store, and had an excellent experience with Nick, our CSR.
Got my iPhone 7 plus six days ago and it has been having issues the entire time. I called ahead and was told if I came into the store since it was within my warranty I would be given a new phone. They set me up with an appointment and I waited two hours then went at the scheduled time. Got there and didnt have to wait long but once a girl was helping me all she did was run diagnostics on my phone and go talk to some blonde guy. She then came back and told me it was a software issue and the only way they could give me a new phone was if I erased everything off of my phone, started fresh, and if it happened again I would get a new one. I could have done that at home and theres nothing I could have done to cause an issue with this brand new phone. So I wasted my time driving 40 minutes away from home to be told I couldnt get a replacement phone even though I verified I could before even agreeing to make an appointment. Absolutely pathetic that they send me a screwed up phone but treat me like its my fault its glitching like that
I would not recommend this store to anyone. I had my iPhone completely wiped when I took it in for a shattered screen, I lost all of my data and precious and irreplaceable photos. They were incompetent in checking the date/time of my last backup and were too busy rushing around to pay attention to what theyd done. I was treated very nicely by the people at the Eton store and by every customer service, tech support, and customer relations person that I spoke to over the phone. However, the managers at this store continued not to return my phone calls, brought me into the store for no reason (I counted 5 trips over the span of 3 days - all pointless), and then would not offer me a refund of the $49 I paid to have my phone replaced, even when their own Customer Relations department urged them to do so! Thankfully Customer Relations made it right when this store refused to help, so I have no beef with Apple customer service in general. Merely this store in particular. I will never ever return.
Most incompetent and rude staff I have ever come across! I went to get my screen fixed and they messed up the battery. Went back and they told me that this phone cannot be fixed so I have to buy a new phone and pay for it. I didnt need a new phone and just wanted to get my phone fixed but they told me there was no other option. So I had to pay for something they fed up with!!! The manager was sooo freaking rude...not sure who appointed her a MANAGER! She only knows how to put blame on others for something they messed up with! This was probably the first time I went to an apple store but helllllll noooo....if I need to deal with managers like this....never again!! My phone still blacks out on me...doesnot charge and would shut down randomly...but hey...I am not stepping into that store because nothing is getting fixed anyways!!! APPLE NEEDS TO TEACH CUSTOMER CARE TO ITS REPRESENTATIVES FOR SURE!!!!
chef shawn thomas
Bought an Apple Watch in December and had to have Apple figure out why the Watch is freezing and self rebooting. A Watch I only wear for 2-3 hours a day. If this is an on going problem, why continue to sell this item. Apple you are losing your rep very fast. I have not received my Watch and its now 2 weeks; I was told 5 days max. Apple a billion day company, and an excuse of the holidays is not a very good excuse for the delay, considering Apple knowing the Watch would be a good seller during the holiday; why wasnt the right personal on hand for these problems. Billion dollar company smh. For the last 2 years, Apples service and detail to software has failed me many times; I have been to the Apple Store for problem at least 50 times in the last 5 years. Updates, if any are slow! This is and will be my last Apple product for my family. This will be my last Apple product for my family.
I go to this store for all our companies Apple hardware, computers, laptops and iPhones. The level of service has always been excellent for me so I am surprised to see so many negative reviews. First, if you need service you MUST make an appointment. I dont use the store for iPhone contracts, I go to Verizon for that because that is what they specialize in. I DO got to the store for all repair work. in the dozens of repairs I have had done there, two were not done correctly. They performed corrections on those without delay or incident. I consider myself an Apple expert and sometimes ask very difficult questions. If they dont know the answer they always FIND the answer for me. It is odd that my experiences which are pretty extensive differ so much from others.