Apple Sherman Oaks in Sherman Oaks | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

I had a very unpleasant experience at this Apple store today. I went in with a GIFT which I received 1 week earlier. I explained to the employee that I already had the item I was GIFTED and presented the corresponding GIFT receipt. Generally, when you return a GIFT, the employee will ask you what you would like in its place, such as a different item, store credit etc. However, common sense does not apply at this location. After I stressed several times that this was a GIFT and I presented a GIFT receipt, the employee, without asking, refunded the item to the card of purchase, that of the person from whom the GIFT was from. When I expressed that this was not what I wanted to happen, the employee responded, “that’s on me”. I returned a short time later and asked to speak to a manager. I explained the situation, and I was told that because the purchase had taken place online, they could only refund the item to the card with which it was originally purchased. If this were the case, why would you offer a GIFT receipt with an online purchase to begin with? More importantly, why was this not explicitly stated to me by your employee before they refunded the item? The whole point of a GIFT receipt is to be able to return or exchange a GIFT without notifying the person who gave the GIFT. If this does not fit in your policy, fine, but at least have the decency to explain to a customer what is going to happen before you initiate a refund. Now, because of your utter lack of basic communication skills, I have to go through the embarrassment of explaining to a loved one why I returned their GIFT. And, having explained all of this to the manager, I was not offered any possible resolution to the situation they created. I was not even offered an apology. This place is beyond incompetent. Save yourself the grief and find another Apple store to patronize.

I just had an extremely frustrating and disappointing experience at Sherman Oaks Apple Store. After initiating a claim for an express replacement through Apple Care+ support, I was given two options: either have the new phone shipped to me within 3-5 days or visit the nearest Apple Store for a quick replacement. Opting for the latter, I made an appointment and went to the store with high hopes of resolving the issue promptly.

However, what transpired at the Apple Store was nothing short of a nightmare. Upon arrival, we were checked in and made to wait for an astonishing 40 minutes. As we waited, we were under the impression that our express replacement would be handled swiftly. Much to our dismay, after the prolonged wait, we were informed that the store only offered repairs and not replacements.

What added to our frustration was the fact that this crucial piece of information could have been conveyed to us right at the beginning when we specifically mentioned that we were there for an express replacement. Instead, the store employees chose to make us wait, wasting our valuable time and raising our expectations, only to let us down later.

To make matters worse, the customer service we experienced was appalling. The store employees and technicians we interacted with were rude and lacked any semblance of professionalism or empathy. Their attitude and behavior were entirely unacceptable, leaving us utterly speechless and disappointed.

As a long-time Apple customer, I have always held the company in high regard for its commitment to customer satisfaction. Apple prides itself on delivering exceptional products and services, and this experience fell far short of those standards. It was not the Apple way that I have come to know and appreciate over the years.

This Apple Store is incredible. I initially got Steven, but his shift was over and I was then helped by Mark who went the extra mile in calling and talking with Verizon about an issue I had getting my phone number transferred to my brand new phone. When Mark went on a break he had Valentina help me and she was phenomenal in getting all of the extras (case recommendation, extra charging block car charger and long 6′ cord) I wanted showing me a thorough rundown of all the billing aspects of my new phone and Apple Care package and did it with a smile and a professional attitude. All three individuals were phenomenal, but I really thank Mark for his communication skills to Verizon and Valentina for following through with the rest of my experience. She’s a total professional and deserves much, much credit (they all do!) I was treated with great respect. My wait time was short and everyone truly cared.