Apple White City Reviews Summary

Customer Service

Pros:

• "Woman called NIKI who works there is a great asset to the company. She was welcoming and communicated very well."
• "Staff members are very kind and helpful every time, especially the guy who’s name is “Antonio”."
• "Aaron was friendly and very helpful. He went out of his way to fix the ipad and successfully brought it back to life!"
• "I couldn’t thank Amal in particular for sorting my problem out. Five hours later my phone was working perfectly."
• "These guys went above and beyond for me."
• "Amazing customer service, specifically from this tall man with ginger hair- I rudely forgot his name but he was amazing with my issue!"
• "Allan was extremely helpful as well as the other team members!"

Cons:

• "Bad experience.My iPhone 14 pro max has battery issues and bed smell come from the phone so the iPhone store gave me invoice of replacement my phone in 1 week but they took more then 1 month."
• "Went with issues with my phone and 3 different people asked me the same questions over and over."
• "The staff was the most obstinate woman I’ve ever met."
• "Appalling customer service - Jess the manager got on her high horse rebuking & refusing to serve me."
• "This store is full of staff yet no one is getting served."
• "I simply walked off as nobody actually had a clue what they were doing. To be treated like that knowing people are spending 1000’s in a store is shocking."
• "When I finally got through to a manager I continuously asked to escalate this, the manager said there was no complaints department at the store and my complaint would not got beyond."

Repair Services

Pros:

• "Laptop was shipped to the repair team, who I spoke to on the phone and who said that the laptop would be repaired as it was under warranty and the issue was due to a product defect."
• "I did complain through the proper channels and customer service was good, I also got my laptop needed repair free of charge."
• "Took it to regents street next day staff are amazing took my laptop and did the repair again free of charge in 2 days."
• "The problem was fixed on the spot with no dramas and they apologised profusely for the poor service I had received."
• "Genius Bar team said the repair would be free of charge."
• "Thank you Neil! I was already having the worst day and then boom phone stopped working complete black screen. But after seeing Neil he fixed my phone in no time."
• "Thank you Aaron! I brought in an old ipad which wouldn't turn on and so I thought was a goner."

Cons:

• "They then, in error, shipped the unrepaired laptop back to me and are saying they won't do anything further about it and it cannot be repaired."
• "Neil attempted to fix my laptop twice, but obviously it didn't work."
• "Worst shop for Mac repair, took 3 weeks to replace battery and gave it back with hdmi not working and keyboard broken."
• "Was told there would be no charge as there was no cracks on the laptop screen to be then get a call 2 weeks later that there was liquid damage in the keys and the screen could only be repaired once the keyboard was replaced at a cost of £669."
• "The worst Apple Store experience I’ve ever had. Had pre booked an appointment to upgrade my phone on the Apple Upgrade programme and have never been more messed about by completely incompetent staff."
• "Terrible service, i gave my phone to this apple shop to fix months ago, paid £100 and i have kept going constantly to check when my phone has come and each time, no update."
• "They could not fix my machine."

Store Experience

Pros:

• "Great shop to visit, with friendly and welcoming staff."
• "Queue management is great, by the time you're in they know exactly what you want."
• "I had some really good customer service from Harley (I believe that was his name) he was very knowledgable and patient answering my questions so I ended up buying it."
• "What started off as a terrible experience, OTIS and AMAL absolutely smashed it out the park."
• "The store provides a generously spacious area where you can leisurely explore and interact with their latest devices."
• "It’s great to visit this location because you have so much to shop and eat at in the mall."
• "I'm delighted to share my thoughts on the Apple Store at Westfield Mall. It truly is a haven for iPhone enthusiasts."

Cons:

• "Queue was huge. So went to John Lewis to get one and they’re out of stock."
• "I was standing outside the store waiting to be served by a staff member, and then I was skipped in the queue."
• "It’s brutal! It took me over an hour to get to the apple store in traffic."
• "Shocking service. Worst service I have ever come across."
• "Worst Apple Store experience ever."
• "I went into this store on November 21 between 3pm and 4pm to get a trade in price for my older iPhone 12 Pro Max after upgrading to 15 pro max. Awful store employees, they kept referring me to other colleagues and they refused to look at my device and give a value."
• "Really disappointing service from a brand well known as Apple and its store in Westfield White City."