Apple SanTan Village - Gilbert, Arizona

Peter

I purchased a iPhone 14 Pro Max about two years ago after my 13 iPhone was lost. I had Apple care but not for “theft and lost” so whatever I got burned for the 13 and purchased a 14 pro max. With all the warranty and insurance Apple offers with Apple care. Now the phone is damaged and battery life is depleting and worn. I called Apple to see what my options were they told me I could be charged $1600 on “hold” while they mail me a new device. Or I could go to a store and they would replace it without the hold. So I schedule a reservation at Apple santan village. I was unfortunately greeted by Emylee and Arlene. They were both extreme passive aggressive and not helpful whatsoever. As a matter of fact all they did was tell me what they couldn’t do for me and wasted my time. They told me the ONLY option was to repair the device and not replace because it’s more “cost effective” for Apple. So now the rep on phone and the rep in store are giving me conflicting information. Which Apple should hold themselves accountable and do what’s right for the customer. And my Apple care expired 7 days ago so they wouldn’t honor is. No big deal I’ll renew it. Then they told me it “may” take 24 hours for Apple care to reflect on their end. Which rep on phone today told me I was good to go. So Emylee and Arlene need a class in customer service and doing ways right for the customer. And Apple shouldn’t be “cost effective” at the expense of the customer. I was lied to by either the phone rep or the store rep Emylee. I do believe Emylee did not like me and I believe she had no interest in actually helping me. I can’t leave my phone at a store to get repaired. I use it for work all day. Everyday. Emylee declined to tell me who her boss was. Therefore validating that she didn’t want her supervisor to find out about her poor behavior at work. Arlene and Emylee should be more aware of their behavior and help the customers who make their paychecks possible.

Tyler R.

I had an exceptional experience at the Apple Store recently, thanks to the fantastic service provided by Cody, a red-headed fellow who went above and beyond to assist me. From the moment I walked in, Cody greeted me with a warm smile and was eager to help with my iPhone purchase. He took the time to answer all of my questions, offering detailed explanations on features and options. His knowledge and patience made the entire process seamless, and I felt confident making my decision. Cody's customer service was outstanding, and he truly made my visit memorable. Highly recommend visiting this store for a smooth, friendly shopping experience!

Rio D. B.

The entire team was incredible and helpful, from the Genius Bar, sales and apple care by phone.

All were also asking if I had learned about their new products - but not in a pushy way, just helpful.

Great store experience. Thank you.

Arezoo S.

I had a very disappointing experience at this location. The staff was extremely unprofessional—several employees were standing around chatting instead of assisting customers. After waiting for 15 minutes, someone finally began helping me, only to interrupt our interaction to assist someone else. I expressed that I was in a hurry and felt disregarded. When I asked another employee for help, she simply said they were busy and multitasking, and that the original person would return to assist me. Overall, the lack of professionalism and poor customer service were unacceptable. I would not recommend this location.

Dimitar

Screen replacement under warranty done in 3 days when estimate time was 7 to 10 days.
Great people, excellent service. Very polite, knowledgeable and professional.
Highly recommended!!! Especially after visiting the incompetent authorized provider mobile kangaroo on Baseline, I will only go to an Apple Store and no any other authorized jokers. Apple stores are very busy but it’s worth it the wait and the crowd since the service is outstanding!!! Tank you guys, keep the good work and don’t let the corporate to give any work to authorized provider/jokers…

CoDy H.

I LOVE apple products. But this place is an absolute nightmare and every time I’ve come here I have to go seek out a customer service representative. Nobody comes to you. Nobody attends you. Bring back good customer service and improve your systems for customers walking through the door and being met quickly and respectfully. You guys know better.

Renzo F. G. B.

I had a very disappointing experience at this location. The staff was extremely unprofessional—several employees were standing around chatting instead of assisting customers. When I asked another employee for help, she simply said they were busy and multitasking, and that the original person would return to assist me. Overall, the lack of professionalism and poor customer service were unacceptable. I would not recommend this location.

A P.

Spacious Apple Store with friendly staff. Easy location to visit.