Apple White City in Shepherds Bush | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Poor planning and time wasting.

I booked two slots of battery replacement services a week prior to the day of the appointment. On the way to Westfield there was road closure with heavy traffic, so I was 20 minutes late to my first appointment. Regardless of how frustrated I was, I understand it was cancelled.

What really tipped me over was my second appointment. The first helper at the store signed us in and asked us to wait at a desk. We waited for 10 minutes to only be told by a second helper that there was not enough specialist to do battery replacement in time before closing.

When we asked, he said the first helper would have known from the system. Then he continued to try making excuses for not being able to fulfil a pre-made booking because there “might not be enough parts to complete the replacement anyway”, which he immediately went back on when we asked whether there were parts for the battery.

If Apple cannot fulfil appointments at later hours of the day, they should not open slots for such services. Spending a whole evening getting to a booked service, sitting in heavy traffic and running to get to the store to then be told that the appointment cannot be carried out because of their poor planning.

The staff in general seem a little snotty and quite unhelpful. I went in today to collect a phone I’d ordered after being in twice yesterday. No one had mentioned that the service that helps you transfer from your old phone to your new phone doesn’t start till 12. The supervisor / manager didn’t even seem to know.. she first said 11, then 11.30 and then came back to me and said noon. I was then like theres 6 associates currently not busy – can one of them not help me? She went to go and check and someone agreed quite reluctantly. Neither her, nor the woman I spoke to yesterday explained how long it would take so if someone hadn’t agreed to help me and I’d have had to come back another time I still wouldn’t be able to do it as they said it would take 2 hours!? I just cannot comprehend how in-store shopping still exists when customer service is at this level. Apple sells premium products so surely the in-store experience should also match this? There was hardly anyone in the store at 10.30am on a Thursday and yet they were so reluctant to help me until I started to insist and act like a bit of a Karen.

They lied to me. Unprofessional behavior.
I recently encountered a situation where I felt the information provided didn’t align with my experience. I believe transparency is crucial for customer trust, and I hope this feedback helps in maintaining the high standards of service you’re known for.
I realize that cracked screens are a common issue, but it’s unfortunate that I felt that I was compelled to buy a new phone due to inaccurate information and because I received misleading advice regarding the repair options for the cracked screen. I still believe it’s a manufacturing issue and should be repaired under the warranty, but sadly they keep giving me misleading information to avoid fixing my iPhone15 pro that’s 50 days old. My new iPhone has a manufacturing issue, they still refuse to admit.