Apple Southland

Non-existent service. Came in for a click and collect and it took longer to receive it than be told it was ready. So, I go to the order collection area and wait, for five or so minutes. A dozen employees in the store, those who aren’t doing lessons, chatting in pairs. Some of them make eye contact with me and none offer help. I went to the case wall and looked for the case I ordered. Not there. I went back to the waiting area and contemplated cancelling my order, wondering if there was another kind I could buy elsewhere. Once free, a plump employee goes to help a blonde woman with her order collection. He chats to her while somebody else “runs” it out. She arrived after me. She was with her boyfriend. At last when he came to me, I vocalised my concerns. He was “apologetic”, so let the faceless Apple retail executives know he tried. However, this is a cultural issue at the stores. Even when you are holding the item you wish to buy, the employees don’t want to go near you. Last time I was here, an employee told me at Apple, they don’t have individual sales quotas to make in any month. He said it makes the job so much more relaxing. At my retail job, I do have a quota. Still, we offer people help not to take their money, but on the chance they’re looking for help. They are not concerned if you want help at Apple. Might have to book a session just to get an employee’s attention, really. In short, if you aren’t a conventionally attractive male or female, act like you’re about to steal something so suspicious employees will offer help. That or order delivery. $15 for speedy delivery until 2pm. Extra star for the pride display, though.

Service overall was amazing. The sales assistant was really detailed and had a great attitude. When I bought my new watch I was concerned about setting it up myself and that’s when they introduced me to Oliver. He was kind and patient and explained everything so well for me. All my questions that I had he managed to answer without any issues and he even showed me some of the newer features as well. He was very professional and despite the fact that the whole process took us a very long time, he consistently checked in on the progress and reassured me along the way.

All good in-store until you receive a dead iPhone. It wont power up or charge straight from the box. Now I've got a $2500 brick that wont turn on and no one can find my order details from the purchase at Apple Southland yesterday. Online support, sales, tech teams all can't find my order in their system. So called the store direct, Angela is a 'specialist' but also doesn't have access to look up my order details. Asked to speak with the manager, apparently not available. Waiting on a call back to resolve this still. Was also told I could not have the name of the 1IC store manager. Would be easy to bring back to store to exchange, however I live 4hrs from the store and the store also says they now don't have stock of this exact model until sometime next week. So not worth the 8+ hours return trip to just visit the store. I should have purchased online, at least then the order details would be in my apple account no record of this order from in-store anywhere apparently. Online orders ship for free, so this would have meant a replacement would also be shipped to me, avoiding having to visit the store again. All good and quick service when you know exactly what you want, quick to take payment and send you out the door. But if you have an issue, it's a pain to sort it out.

I’d like to say huge thank you to Apple store Southland assistants Charlie and Brendon. My computer of many years broke and I came in twice, first to figure out what to do with it and second time to get advice on buying a new computer. I was truly treated with so much empathy that I could never have expected. Apple is doing a great job selecting and training their staff members. These guys are gold and deserve a pay-rise or at least be recognised in some other way

Disgusting service at this Apple Store. I’ve never experienced such disrespectful, patronising staff in my life, not just to me but to other customers sitting on the ‘genius bar’ next to us. Was first told to leave and come back because we were too early 10 minutes before our ‘appointment’ , as if there wasn’t 40 staff members walking around aimlessly. Had a rude, disinterested staff member laugh at our simple question, and insinuate that the Phone was faulty or stolen, when I was in fact sent to the store from apple text support. Because we were forced to sit on a mock bar, I had the displeasure of hearing a poor woman next to me get berated for not understanding what he was saying. The staff member raised his voice and said LISTEN TO ME!! Even though she was listening just confused. He then loudly asked why she spends so much time on a dating app, and that would be what’s causing her issues. Just disgraceful and strange. The customer is not always right, but they deserve to be helped without being humiliated. Yuck.

This is the worst customer experience I have ever had. And i was shocked that it happened at the Apple Store. My iPhone stopped working and it was less than 12 months old. I took it to the Genius Bar and the insisted on doing a safety escalation, after that the Genius Admin accused me of tampering with the phone. Then when I pushed back to ask what evidence they were basing that on she would not tell me. I called back and spoke to a manager that said I had misunderstood. I asked the manager to check with the staff member again and the same story. So I contacted Apple legal and requested the repair noted on my device and the manager had flat out lied to me. They were convinced that the phone was tampered with because I had made previous appointments that I never attended for a damaged back plate. I had booked the appointment for a family member the phone issue was resolved and I’m surprised that a company like Apple would allows this kind of behaviour from its management.

I have been really happy with the service I have received at the Genius Bar on the 2 occassions that I have needed to use it. The staff have been really friendly and explained what was going on. I have been seen promptly at my appointment time and my phone was fixed and ready at the time that I returned. I'm really grateful that the service exists!

I normally dont leave feedback but I met one of the most patient staff today at Apple Southland - Angela. Admitting that my request is such a pain on backside but she was so so understanding and patient in order to find solution for my problem. Super duper friendly and lovely service from her.

Excellent service from start to finish. Love the fact that I can call Apple help centre at any time and have my problem solved over the phone. In store extremely helpful with my purchase and transferring of data.

Normally very impressed with apples service but today I went in as my Apple Watch band broke only had for a month. I explained this to a customer service member who advised me that he had to ‘book me in’ with someone to discuss further and then it may or may not need to go to Genius Bar. After waiting 10 mins despite loads of the CS team standing around I left. Too many hurdles for a simple watch band replacement!!! Frustrating!

Directions to Apple Southland with public transportation

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