Apple Chermside

I can appreciate it is a busy time of year, and that retail gets hammered. However the 2 guys I was unfortunate enough to be allocated were rude and pretentious. You sell phones, watches and headphones bro's, chill.

Took my Apple Watch in for ‘repairs’
Drove over an hour to be told by the employee (Keegan) that’s I have to buy a new watch and they do not do repairs there. Waste of time and money on watches that don’t even work properly. No solution and my watch wasn’t even looked at.

The worst customer service ever had,
The name on the receipt is wrong so I ask the staff, he told me that doesn’t matter, but now I need to correct the name. And they so I need to back to store to fix it.
And also they never answer email, if you call, they say just send the email again

I have been to the store a couple of times, the last two visits have been terrible, they leave you alone with no service if you are not going to buy something… I was there because I needed service with my devices, all bought on iPhone, but how was I going to spend money with my visit i did not deserve the same service.

I bought the 2020 new MacBook Air last week and the new MacBook Pro released the week after so I was gonna return the air and get the Pro. So I queued 30 mins and finally could get into the store, and the lady who served me couldn’t even know how to do the factory reset on my MacBook, and just kept ask me to restart my MBA again and again so it wasted another half an hour for just standing there restarting but not the factory reset. Thank god that she finally gave up and asked the Apple technician to come and help and we finished the reset in 5-10 mins.
Then, I told her I wanna return the MBA and get the new MBP.
So I was gonna return the MacBook Air which I paid A$1549 with student discount and I’m going to get the 2020 MacBook Pro with the price of A$1839 (with student discount as well) so I should be paying the differences with A$290 in total. But the lady asked me to pay A$460 as A$1549 was already discounted and I should be paying the full price for the new Mac A$1999. But the thing is A$1549 is the price should be refunded even tho it’s with the discount. So I’m just trying to get the product paying by my refunded money. It’s not applying two discounts, it’s only one. So if I’m paying $460 in total then where’s my discount. Isn’t it too hard to understand? Isn’t it just a simple maths question? And she argue with me for another 30 mins. And I’m so sick of it so I just asked for full payment refund and walked off. Won’t come back at anytime. Been there quite a few times, staff was not friendly but this time is the worst experience ever. Should go to the one at the city.

Very very disappointed with their customer service…. Was trying to get help for my Apple Watch, got a appointment for 3 times, once a employee said that I gonna get a call from Apple care and they will solve the problem but nobody called me…then I went back and and took appointment for next day I went there and still my problem wasn’t solved everyone was ignoring me there were around 15-20 staff member at that time and it was not busy as well. I wasted my time and money as well

Terrible customer service -

After not being able to book an appointment due to faulty phone, was greeted by the terrible customer service of Jasmine once we made our way to front of the queue. She said it was possibly charger I was using and I could not be seen today after doing a hour round trip didn’t bother to see how far we had traveled or offer to help in regards to our concerns, we couldn’t do a walk in or could wait around she denied both. Booked in for the next day to pass by on my way back to the car to see another representative who we spoke to booking us straight in for a walk in.

Matt took the phone to the back, said there was a chip in Conner of screen hardly visual able you can feel it it with you finger it leads to a crack under the display which feed the water into the phone. I must say this phone is a replacement of the original I had that was repaired and then had the same issue this phone being 8 months old iPhone 11 Pro. He said he can do $900 + but they also do contracts on behalf of Telstra,
What would I like to go for? He asked, I requested details in writing and declined his sales he removed all cost off paperwork.

I have seen they have put the original phone and purchase date on the documents I will be taking this further as you can tell by the review this is a common issue, I was a loyal customer iPads, IMac and iPhones this is disappointing.

The team at apple don’t seem to care about their customers at all.
We arrived and had to seek out someone to talk to, they said they can’t speak to us as they have another customer.
They then asked us to book an appointment and come back.
We came back, and now it’s 10 mins past our appointment still not being helped.
Not great for a company that has so many staff, but not a lot of initiative.

Needed to replace my iPhones battery. Had spoken to Apple support who ran diagnostics to confirm. They then made an appointment for me at chermside to have battery replaced. However, he was unable to tell me how much it would cost or how long it would take so I called the store to enquire.
Staff member at Apple Chermside was neither polite or helpful. She too was unable to tell me how long they would need my phone for as they wouldn’t know if they would have to order in parts. I explained it was just an iPhone 8 battery and could she check if they had one in stock ahead of my appointment to minimise my time without phone. Apparently this was not possible and she said that they would need to run diagnostics to confirm it was a battery issue. It didn’t help when I told her that Apple support had already done diagnostics and my iPhone itself had given me a warning. I reiterated that I just needed an iPhone 8 battery and nothing else and staff member was still unable to tell me how long, whether an hour or a week, I would be without a phone.
I contacted a regular phone repairer and asked about a new battery. Friendly and helpful employee told me that no apt needed, it would take 1-2 hours and all at a very reasonable price.
Sorry Apple, you’ve lost our business and I will no longer purchase your products for our household and family.

I had booked a Genius Bar appointment at this store but the website let me book a time when the store was closed.

As welcoming and inviting as the customs and immigration desk at a US airport. It’s not the staff as such - it’s the whole set up to make the customer feel like it’s a privilege that the company actually deigns to deal with the likes of you. Too many red shirted staff standing around watching you, too many checkpoints just to enter the store itself, and an experience of being too inadequate and unworthy to sully the doormat. Buy your apple gear somewhere else, and do your warranty claims through that retailer - unless you’re into humiliation and wasted time

Poor customer service, staff not knowledgeable about policies and procedures. Manager, you need to align your service processes and procedures and update your staff as they can be giving wrong information. You wasted 45 minutes of my time.

I intended to buy a new laptop, the next appointment available was two days after the day I went.

Their covid protocols are ridiculous. They question you what you're there for. You have to line up like cattle outside the store. If you're buying something you have to wait at the entrance while someone brings it to you. If you want to browse, you will be accompanied by a staff member.

We visited Apple Store Chermside Westfield in Brisbane on Nov 26,2021. And unfortunately it turned out to be a very unpleasant shopping experience, the worst in 6 years since we moved to Australia. We would like to file an complaint towards the store manager Tony.
On that day we decided to buy an Apple Watch, and before making the payment, we specifically asked stuff A at the store if it’s ok to use gift card to pay, and the answer was ‘absolutely fine’. We then purchased the gift card in front of stuff A and proceeded our purchase. It turned out that stuff A was not familiar with how to pay with gift card, and accidentally transferred our gift card credit to my Apple online account without even knowing what happened. At that point we were left with an empty newly purchased e-gift card, and had no idea where the money had gone.
Next 2 hours, it was chaotic.we were put under great pressure try to figure out how to get our money back, running around in the store and busy making phone calls. We contacted our credit card issuer; our insurance company who issued the e-gift card with dead end.
Eventually with the help of stuff B, we located the money in my Apple online account which was there due to Stuff A’s fault. Stuff B then suggest that we make an online purchase and we wait there for another 1 hour or 2 for the order to get through, but he can’t guarantee it will go through… At that point, we were already paying high parking fees at the shopping center.
Naturally we can’t agree with that, so we asked to speak with store manager. Tony, the store manager was unbelievably rude. He came to us not to offer any solutions or compromises. On the other hand we as customers with good faith kept making compromises. We firstly insisted to walk out with our product on that day. The answer from Tony was No. We suggested a refund, the answer was No. We then agreed to purchase online and had the product shipping to us which means we went to the store, paid the money and ended up leaving without the product we purchased due to stuff’s fault. We suggested fast delivery and Apple waive additional shipping fee, so that we can get our product sooner. And the answer from Tony was still No.
He even said and I quote “ Yes I admit my stuff made an mistake and I apologize on his behalf. What more do you want me to do? Do you want me to fire him? ” In front of all customers and stuff members, as an Apple store manager, Tony said the exactly words several times to us, Apple customers. We felt humiliated and bullied. We were absolutely shocked and disgusted by his response. We figured there’s no point arguing with him, so we made the online purchase and waited for the product shipping to us for another week.
An Apple store stuff, represents the brand, let alone a store manager. Apple is growing bigger and stronger, and it doesn’t care about any customer service anymore, and us, loyal customers don’t mean anything to Apple anymore. When I said this to Tony, he simply shrugged.
I don’t know if my complaint towards Tony has any impact. I just don’t want any other customers to go through what we went through

Thought I’d update. Lots of promises and no follow through. Blame customers for mistakes the Apple team have made, and then stand around shrugging their shoulders until you get frustrated and leave.

Useless. Literally wasted an hour and a half of my time for nothing.

I first visited the Apple Store Chermside because my iPad Pro 11" 2020 was not charging. We were serviced by apple staff member Katrina who found out that it was my cable that was faulty. They replace my cable for free and we went home, a fair distance away. Upon our arrival home we found that we had been supplied an incorrect cable, therefore having to return to the apple store, wasting another hour in travel time and in the store. Upon our second visit to the store we found Katrina's attitude to be rude and dismissive.

Stupidly in every one who work hear I don’t know who trained these people they don’t know simple basic things they can’t help rude and waste of time idiots are working hear please be careful

The service I received was totally rude and I was not helped with what I actually wanted.
Staff didn't seem to actually care what the customer wanted and gave the impression that they didn't want to be there.
Not going back

One star is more than what they deserve, wanted to by a gift and was turned away as I “need to see a specialist for sizing” before I can make a purchase, and I need to make an appointment to make said purchase