Apple Coconut Point

"I bought my computer there a month ago. While I love my computer, I would love to know why I am missing money out of my bank account this morning after using my card AT THAT STORE. Apple does not have my card number. I want to know why a $115 is MISSING OUT OF MY ACCOUNT."

"TLDR: Mistakes Happen. Some employees care and some do not - this store most did care. 4 Star Breakdown: - 1 = Mike Genius Admin (no sense of escalation) + 2 = Manager (high EQ but I didn't get her name...) + 3 = Grant (who turned around a mistake with grace) More Details: I had a logic board failure in a top-of-the-line Mac M2 Ultra Studio. These things happen but what's not normal is the Genius Bar not listening to the customer (or reading Apple notes from the hours of phone based support prior) on activities already performed by Apple support. 1. I was returned the machine with them merely reviving then rebuilding it. Something I've already done 3x with Apple online support and communicated that it isn't a long term fix. So I told them I doubt this is the fix but would take it home and see..... Of course 24 hours later... orange "SOS" lights on the front of it with no booting. 2, When returning it - the Genius Bar Admin (Mike) had little customer service DNA and even after hearing that the techs did not fix correctly - I had to wait over 2 hours for an slot to just hand them the machine back to fix correctly. I repeated my frustrations and he simply did not care. Eventually Raul helped shortening my wait by I'm sure a couple of more hours. The drop off process took 2 mins. The lack of escalation for a recurring issue was surprising. 3. When I got the machine back the 2nd time they said they swapped out the logic board. Good - they did a hardware change which is what I was expected. Took it home, booted it up and was surprised that my 192 GB of memory machine was now 64 GB prompting another trip... 4. I go back to the store and ask for the manager (didn't catch her name) and told her of the experience and she a) got right on it and b) grabbed the tech (Grant) who worked on my machine. Both of them talked about how they would fix it, the steps and the priority given. They wanted to fix the problem and was empathetic to the pain in the butt of all the back and forth required. 5. I go to pick the machine up a couple of days later (they overnighted the correct logic board) and fixed it asap. Grant comes out and hand delivers it, apollgized for the previous issue but said it was done correctly. I go by the manager and thank her for helping to get it done quickly and how professional Grant was during the process. I now sit here writing this review from the fixed machine and (crossing fingers) it seems to be working great. After-action: Sent a note to Tim Cook to systemize the escalation process. Online support even stated that it's unfortunate that even if the Apple Store makes the mistake - you have to wait days for a time slot or go in person and wait hours for the possibility. That should be fixed with some reserved slots for recurring / escalating issues."

"Just drive to another Apple store. The WORST customer service I have ever experienced at an Apple. This store needs some serious customer service training. Hailey was misinformed and lacking knowledge of the processes and Patrick at the Genius bar was rude & condescending. Not what I expect at Apple. Was assured that if I came back 4.5 hours later they would be able to change my battery. After making it clear it was a 45 min drive both ways for me, there was nothing more they could offer. Drove back at 6:45pm for them to tell me they don't have the battery in-stock and even if they did it would be 2-4 days to change the battery. I waited 4.5 hours and drove 3 hours when they could've taken 2 minutes to check in back. Awful experience all around."

"I got gift cards for a gift and wanted an Apple Watch. At Coconut Point FL they were very organized and helpful from the guy that met me to the awesome lady, Liz that waited on me. This girl was very knowledgeable and could multitask!!she had so much patience and help several people at the same time who wanted watches. I give her a great big 5 STARS. She is the best."

"I've owned Apple products for 16 years and have been relatively happy with them. I was need of a new battery for my phone so I called Apple and after 35 minutes of explaining to the person what I wanted to know I finally got to speak directly to the store manager. he wouldn't even tell me if he had the battery in stock until I made an appointment, drove the hour and 20 minutes to the store to find out if they had it. I explained I was far away and only wanted to know if it was in stock at this moment. They would not tell me. extremely disappointed in how this was handled. It appeared to be a total lack of caring for the customer on their part. The 1 star rating is far to many!!!"