Apple Willowbrook

Reviews 3

FR

Frank Kapitza

My experience in the Apple store today was absolutely terrible. It started with a scheduled 12:45 appointment. I had to wait 10 minutes, that was not that bad. Here is the bad parts. I was greeted by a young woman named Margarita. She noted the cracked screen on my I-phone and told me that she would repair it, I said OK. I also said that I wanted to get a screen protector on my phone because that was damaged as well. Margarita told me that she does not do the screen protections and that I can get the screen protection put on when I go back to the Apple store to get my phone. I mentioned to her that I wanted to get the phone fixed and the screen protector put on at the same time so when I arrive to pick up my phone it will save me time. She again said "I do not do the Screen Protections". I said I know that what I am requesting of you is that when you are done repairing the glass on my phone to just hand my phone over to the person that does the screen protection. She said AGAIN "I do not do the screen protections" I said again I understand that, please do not say you dont do screen protections again. I dont even want you to do the screen protection on my phone if you are telling me you dont do it. All I am asking you to do is when you are done repairing my phone to pass it on to the person who does the screen protecting. Then she asked me if I wanted her to call a manager. I said no, look I think I am asking a very simple request of you and Apple a technology company known for its efficient time management to make this process efficient for me, I just want to get everything done who whomever does the work so when I come back to pick up my phone everything is done. She agreed. Not so as it was later determined. Then I told her that I wanted to pay for everything right now, she said I dont have to pay now. I said I want to pay now so that when my wife arrives to pick up my phone she can just take my phone and leave. Margarita who to me seemed to just be in her own little world was in my opinion confused by my simple request to pay Apple sooner than later. When my wife arrived to pick up my phone she had to wait 10 minutes for someone (that is not a problem for us) for someone to ring her up. Turns out Margarita forgot to charge me $32 dollars which I would of gladly paid initially then my wife had to wait another 10 minutes for them to find someone to put the protector onto put the protector on my Phone - EXACTLY WHAT I WAS TRYING TO AVOID IN MY COMMUNCIATIONS WITH MARGARITA. In short I am very disappointed in the Apple organization for setting up this inefficient system and I am very disappointed in the staff of Apple specifically Margarita who again I feel was in her own little world, consistently didnt listen to what I the customer had to say, kept repeating that she didnt install the protector on the phone, agreed reluctantly to pass on my phone to the person that did do the phone protection and didnt do that. Terrible experience today. I am very disappointed.

BR

Brianna Reyes

This is my Apple Store of choice because it is closest to my house. I went there the other day as a walk-in because I cracked my iPhone 6S screen. It was cracked to the point that the button was going to fall off, so I could not wait until July 1st for the next open appointment. I went in at 5:30. They took down all of my information and said in about 35-45 minutes, I will get a text message saying to bring my phone back for someone to look at it. 6:30 comes around & I went back into the store. They apologized that I did not get the text and that my appointment was at 6:15. Instead of bumping me back to my spot, they put me at the end of the waiting list, which had 9 other phones ahead of me. They sat me at a table until 7:30, when someone finally came to look at my phone and take it phone from me. She said 8:45-9:00 pm my phone will be ready for me. I figured that would be the case so I was okay with that. In the back of my mind, I say the store closes at 9 anyway so I have to have it back by then. I go back into the store at 8:40 and ask for the status on my phone. Now they say its not ready, there are 3 phones ahead of mine, and it should be ready at 9:15. I waited until 9:15 at the Genius Bar. They say another 10 minutes and it would be ready. I was told another 10 minutes all the way up until 10:30 that night. They said the machines werent working properly. To fix the screen, it was $129.00 plus tax. To avoid this again, I wanted a screen protector which was another $35 plus tax. I assumed maybe I would get a discount or something for the wait because of their machines not working. Nope full price for everything meanwhile the girl next to me that was waiting as well got the screen protector for free because her card was declined. They also put it on for her no problem. Apparently nobody knew how to put the screen protector on for me that I bought so I went home and did it myself. I was very unhappy with the service from Apple in Willowbrook mall.

CA

Carla Lilien

I arrived at 5:00 only to be told the wait would be 1 1/2 hours. I put my name on the list and left the mall for that amount of time. When I returned, I was told by someone else the wait was another 45 minutes because they were very busy. I was directed to a table where others were miserably waiting for help. It was now 8:00, and I was still waiting for some attention. If my phone was not so dysfunctional I would have walked out. At 8:50, someone called my name to the desk where a young man was fixing three peoples phones at he same time. He spoke so fast, I couldnt catch up With him and did not give me his full attention because he was too busy talking to a friend who stopped in the store. Meanwhile, it is now 9:20, and he looks at my phone.. reset something and said its working fine now. It is now 9:35 and I exit the store, disgusted at the time I spent waiting. I get into my car, and the phone did not work... exactly the same problem I went in with. I was not only lied to by this employee, but from 5:00 to 9:35.. I wasted an entire evening with no result. This Apple Store is a disgrace! You are treated disrespectfully and dishonestly by the employees. The next day I brought the phone to the Verizon store near my home, it was fixed perfectly by a knowledgeable expert, not a snotty kid with an attitude. Shame on this Apple Store for scamming your customers. Everyone tells me the same story about the Willowbrook Mall Apple Store. I will Never return there. Who do you think youre fooling???!!!