Apple Alderwood

Hysterically bad experience. With all the covid-19 related measures in place they are only letting customers in the store by appointment and escorted by a employee, fine, most places are doing something. The earliest appointment available was an hour wait. Made the appointment and we went off to burn an hour in the mall. Came back 5 minutes early for appointment and ended up waiting for 45 minutes after the appointed time to get in. You can see right in the store and there were three male employees just standing around talking to each other and looking at their ipads for at least 20 minutes. Occasionally we noted 5 or 6 employees standing around not doing anything. I really regret not taking timestamped pictures of them standing around. Eventually we when we got in we were not allowed to really look at anything, we wanted to look at and ipad pro and my wife wanted to get an iphone, instead we were hustled in and hustled out. I guess they all needed to go on break again. What was supposed to be a quick trip turned into a huge waste of time. They permanently lost our business.

My rear camera on my iPhone 11 Max Pro went out and needed it replaced. Went to Apple and due to the current pandemic I could either try to get in as a walk-in or make an appointment. I elected to make an appointment which was almost a week out. But when I got there they diagnosed my issue quickly took the phone in and repaired it within an hour. They replaced the camera under warranty.nnService was awesome and super quick.

I feel bad on this rating for 3 stars only! I typically like to give a place 5 stars.nWe had a confirmed reservation - appointment at a designated time. We arrived 15 minutes early the guy made us feel like we were from another element. So he says come back in 15 minutes. Which is understandable but a smile and some warm customer greeting’s would of been nice! Then we finally get in to phone shop was planning on buying 3 phones today. Then everything was order only low stock due to demand. Great I get it, then while we are planning to order the right phones an associate comes to our group and says due to covid we are limited on people in the store so only one of us can be inside to order. Well mom was gonna use her card to make payment. Then of course I was gonna make order but we had to either decide in minutes who will stay and who will leave the store. So due to the mix up and unprofessional service we went to Tmobile and purchased a new phone.nHope the staff could of had more finesse and charm to there clients.

Disclaimer: I never write reviews, so my taking the time to write this says something about this stores management. This is not an overreaction.

I am from out of town, visiting family for the week. When I got here, my phone was acting up so I restarted it. When I restarted my phone the apple logo was frozen on the screen ,and since then, I have not been able to turn my phone back on. I was on a customer service chat with Apple for over an hour yesterday and they said that my phone was covered by their limited warranty and I could get a replacement at no cost. However, I was not going to wait 3-4 business days to receive the phone as I am out of town and really need a working phone for work. I quickly scheduled an appointment at the Alderwood Mall Apple Store at noon. I scheduled this appointment by following the Apple prompts saying that my phone was “unresponsive and not working”, and I scheduled it almost 24 hours in advance.nnWhen I got to the store, the store leader Sean (or Shawn) said that I scheduled a “shopping” appointment. They would not help me tap into the limited warranty I was promised. I told him that I am from out of town and I drove a super long way to get to this store, stating “I have had this appointment booked for a whole day, and I followed the prompts stating my phone was UNRESPONSIVE and NOT WORKING.” He told me there was nothing he could do and if I wanted help I would have to wait two hours “or leave”. I could not believe that. He said they didn’t have anyone available to repair my phone, even though my phone didn’t need to be repaired. I told him, “I don’t need a repair. The customer service agent I spoke with said nothing could be fixed. I was told that I could get this replaced at no cost, and I have screen shots on my computer to show you if you would like.” Sean again reiterated, “There is nothing I can do to help you.”

The lack of empathy shown by this stores management was unprecedented. I could not believe that they were so unwilling to help me out. Not only did I spend an hour plus talking to their customer service via web chat, I spent another hour driving to their store only to be turned away by their manager. 

My phone was not dropped, has no water damage, etc. It is broken because the device malfunctioned. It was Apple’s faulty product that brought me to this position, and they have clearly shown they are unwilling to help.nnIf I were Sean’s supervisor I would be appalled at his lack of customer service skills. Not a good look for apple.

Had a scheduled Genius Bar appointment, showed up on time and waited 45 minutes before deciding to leave. Definitely a lot of employees standing around, so it was not for lack of staff. This was also during COVID so one would think they would not want people hanging around longer that necessary. So not only was it a troubling customer experience, it was unsafe. Which is very unusual for Apple.