I just had an unbelievably poor experience at this store. A week and a half ago I ordered a brand new Macbook Air M3 15" with 16gb of RAM and the Microsoft Office Suite to go along with it, totaling nearly $2000, and shipped to this store.
Just this morning, the Apple Store app was indicating that my order was "Ready for Pickup." Upon ending the work day and heading to this store to pick up my purchase, I checked back on the app and the status had changed to "Picked Up."
I came into the store after speaking to a representative on the phone. I spoke with the manager and showed them my order information. The manager was beyond rude... at one point even insinuating that I was "looking at her funny." I asked if they already gave someone my order to which they confirmed they had already given away my purchase to someone else who apparently "showed government ID". The whole thing is very fishy...
I then asked about their "government ID" policy for order pickups and asked how someone else could be in possession of my ID. The manager then cryptically told me that "one of her team confirms" that someone showed government ID with the information on my Apple order. I then pulled my government ID out (which they hadn't seen at that point) and showed them that I am in possession of it.
I asked if we can look at security camera footage and the manager got noticeably cryptic and did not like me asking questions, at one point, even saying "why do you have all these questions?" or saying "you're asking a lot of questions."
I then asked, "what does someone in my position do next?" The manager replied, "I don't know... this is a unique scenario." I then asked "so, this has never happened before?" and they replied "I cannot answer that question..."
I then let them know a police report would be filed which I am now in the process of completing.
What the heck is going on this store??? Do not ship anything of value to this apple store as clearly something fishy is going on here.
It is clear that either employees are colluding with outside family/friends to steal customer purchases or employees are handing out valuable items without properly checking government id or other proper proof of identity documents before handing items over.
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.
