Category: | Computer Store |
Address: | 300 Monticello Ave, Norfolk, VA 23510, USA |
Phone: | +1 757-628-8400 |
Site: | apple.com |
Rating: | 2.9 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 12–6PM |
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Nicole Morro
Made sure after reading some info to make an appointment online. Made appointment for 6:30 p.m. on Saturday evening. Arrived about 6:05 p.m. Store was extremely packed and I was looking for someone to check in with. Most employees towards the front were busy assisting customers so after wading through the crowd found about 6 employees congregating in one area and had one of them check me in. Was asked twice while waiting if I was doing ok (which I was pleasantly surprised about). A young lady then came up to me to ask me why I had made my appointment and what they could do to help me. Explained that the screen on my phone was cracked and needed a replacement. She then told me that I would have to have my phone replaced since they didnt fix the screens (or they couldnt be fixed) and then asked if my information was backed up. I explained it wasnt and then she quickly set up my phone to backup to iCloud. Up until this point my experience was very nice and quick and I was happy. Then my "Genius" stepped in to help me. I again showed that the screen was cracked and he quickly told me - new phone - $49. Saw that my phone was backing up to the iCloud and took my phone. Came back with a new phone, handed it to me, swiped my card and told me to select my carrier, the phone was set up and I was good to go. I would have to wait till later to restore information from iCloud since it was still downloading and they would leave it on overnight connected to their WiFi. I asked if I had issues or the information didnt back up correctly could I come back and have it fixed. He basically told me I was out of luck if it didnt work because they mail out the warranty replacement phones. I also asked if I needed to go to Verizon to have my phone set up and he said I should have NO problems and it should work after it finished setting up. Sounds good right? Wrong. My boyfriend and I continued to walk around the mall and I tried to send a text message, didnt work. Tried to make a phone call, didnt work. I ended up having to go back in to the Apple store and use one of their iPads to log onto my Verizon account and update the phone information. Also, I dont own a Mac at home, so now Im at home today and had to reset my phone and start all over again because they didnt want to take the time to explain things to me at the store and I couldnt access anything from iCloud on my PC. So thanks but no thanks MacArthur Apple store. Your 10 min of half-a$$ service led me to 2 days of utter frustration.
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A Private User
While I have had good experiences with Apple in the past, I am unhappy with my latest experience. I submitted my computer for repair, and noticed that the customer contact information was grossly outdated on the receipt. I asked the tech to please update my information, and provided my phone number, new address and email address on her copy of the paperwork. She assured me that it would be updated immediately. When the day to pick up my computer arrived, I had still not received any phone calls or emails. In fact, my receipt had not been emailed to me, so I called the store and was put on hold and disconnected more than once. I decided to call back the next morning. I tried to talk to the employee over the background noise, and explain that I just wanted to check on my order. I was put on hold and shuffled, and no one wanted to look it up by the repair number, only the phone numbers, and I kept having to explain over and over that I wasnt sure which number it was under. I was told I would receive a call back, and was lenient because it was a holiday weekend. No one called. I called back today, was insistent on giving the repair number to a rushed sounding employee who said he didnt know how to look up my order and needed the tech to come back from lunch. I received a call back from a store manager, letting me know that they had been trying to get in touch with me for a week, and my number (the one I havent used in nearly five years) was constantly busy. - My original request for my information to be updated was not filled. - My information was not passed on to the technicians. - No one thought to look at any of our other numbers listed, because I have had calls from Apple in the past to my new number. - I run a small business from home and this has greatly impacted my capacity to do business. - The store is not convenient to drive to and you have to pay for parking, plus even with product in hand, sometimes it is a long wait to be assisted. I love Apple, but I do not love how disorganized and hurried the staff at MacArthur Center is when it comes to customer service.
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tarn krumm
I hate to rate this store as a 2 but the experience walking in the front door was painful. I would have dropped it to a 1 but they have been courteous and knowledgeable in past visits. The problem is that I stood in this store today for 20 min and was literally never acknowledged. I would have even appreciated being looked at and told "hey- super busy today and there will be a wait but we will get to you just as soon as we can". I would have waited indefinitely. There were store managers concentrating on their mini Ipads, sales associates addressing clients, associates monitoring their handheld apple devices, others standing in the back of the store addressing each other.. Maybe younger customers walking in were immediately greeted and pointed in the right direction but that was even random. My husband and I stood in front of the Apple watch case alone silently begging for acknowledgement- after 20 min, we opted to leave and go in the direction of Richmond where we now hope to make the purchase we walked in to complete but were denied due strictly to poor salesmanship. I acknowledge I could have tried again to flag someone down, grab a sleeve- this should never be necessary in a retail store. Instead, I tapped a shoulder and grabbed a sleeve to ask where the next nearest Apple store was and I got a laugh and "I know how you feel" from the associate before he zoomed along. The manager standing next to us continued to study his IPad. Had they even attempted to say sorry- hold on well get to you- I would have stayed. Sad right? So off to Richmond and hope to leave a better review there since my experiences in NY, Chicago and multiple other Apples stores across the country have never been like this (would you have guessed it- Im in Sales- and 5 stars to this store for teaching me how not to greet customers))
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Daniela Jelambi
Im very dissapointed with this store and with Apple in general, I bought an iphone 6 and two days after i got it in the mail i dropped it and the screen cracked, I decided to have it fixed as soon as possible because i didnt want to hurt myself with the pieces of glass. Unfortunately, that day the weather conditions werent very good because there was a snow storm in my area. However, i called the store and they told me they were open so i made an appointment for 6:20pm; i live in a city 40 min away from the closest apple store so due to the weather conditions the traffic was very bad and dangerous, since I knew that I wasnt going to make it on time for mu appt., I called them again at 6:00pm and I told them i needed to re-schedule my appointment for 7:10pm,I finally made it and after 2 hours of driving with the bad traffic and terrible weather conditions i got there and what a surprise!!! the store closed at 7pm.. Really??? could somebody have called me and tell me that the store closed?? the employee on the front of the store there was an associate who told me they have called all the people with appointments in order to inform about the store closing and cancellation of appts.... i never got a call, or an email, anything.. !!!! I dont feel like i want to drive over there again to fix my phone! I am an Apple user and so is my family. This is my third Iphone, my brother has had three, My mother has had two, we all have ipads but Im very dissapointed with the customes service. I dont like a company that has no respect and consideration with its customers. I guess i may need to start thinking about getting me a Samsung.