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November 2024 by W G
Friendly. Good service
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November 2024 by Yolanda Jin
Terrible service!!! What’s the point of making an appointment? I’ll leave that as an open answer, as people might have different perspectives. My appointment is at 10:45. I went to the store and got checked in, and someone just told me to sit somewhere. 30mins passed… I’m still not being serviced. I’m currently sitting here and waiting… This is ridiculous and unacceptable.
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November 2024 by JOSE ARTURO
Very Good
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November 2024 by Stanley Yee
The staff are friendly and attentive
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November 2024 by Elmira Srt.J
We tested the demo vision glasses with one the guys there. It was so helpful for my decision regarding buying it. Complete and step by step instruction.
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October 2024 by Diharah Jayanetti
The Worst Experience in the World!!!
It saddens me to write this post about the service I received from the Apple Store in Richmond on Saturday the 19th Oct 2024.
I really wanted to buy the latest Apple Watch (series10) so I went to the Metrotown branch as it was convenient and decided to buy the watch. Then the girl who I was talking to said the particular strap I wanted was not in store so she said to “put in the order online and go and collect it today from Richmond”. She said to select the earliest time possible. So I put in the order paid for it and I received the notification that the funds were transferred successfully so I went all the way to Richmond. The time that showed was “2.45 and 3pm”. Since I got to the mall around 2 ish I decided to go to the store and just enquire about the status of my purchase since I had time to kill.
When I went to the pick up section there was a boy ( hate to bring in race into this review but it had honestly come to point that I have to make my voice heard about how I was treated from another South Asian) I walked up to him politely and said this is regarding the online purchase I made and I showed him my confirmation and for some reason I felt like it irritated him and he said “I don’t know when it will be ready”. I was taken aback a little bit because I am a paying customer and I asked him about a purchase and his response was utterly rude and incompetent. I have been to apple stores world wide and never have I ever been talked to like this. I get that some days we have bad days but you don’t talk to your customer as if they are bothering you. I looked at my husband who was very shocked and told me to ask someone else. So I walked up to another girl who was extremely polite and told me that I will get an email with a code then it will show it’s ready for pick up. I received proper instructions. I thanked her sincerely and went to do some shopping. It was past 4 pm and I still didn’t receive it. So we went back into the store and asked what’s the hold up and why it’s taking so long. Then they told me there’s something wrong with my payment? I was utterly confused because I got the confirmation that my funds went through and now their keeping my product that’s already in store ready for pick up. When I tried explaining she said to call their hotline and explain the situation. Then I went to the corner of the store and took a call and to find out from AI that they are closed. I was lost for words!! Once again the store had disappointed me and left a very important piece of information that their customer service hotline doesn’t work now because they close at 5.
I went inside the store and spoke to another person explaining my situation and he brought this matter to ironically another south Asian girl who then told me I should pay again and buy the watch from here and cancel my order. I’m not going to lie but it’s a crying shame that these are their solutions to a disgruntled customer. I told her I’m not crazy to pay again and I need a better solution and then she just smiled and stood there without talking to anyone on my behalf. You would think if someone is working for Apple would be trained properly with customer service but for some reason from my personal experience certain individuals in the store seem to lack that.
I was very angry and frustrated. Then I thought for abit called again and got ahold of the AI representative and told that I want to make a complaint!! That’s the key word if anyone wants to urgently contact Apple!! Then it immediately directed me an agent who listened and transferred me to the relevant department. Honestly if anyone who can help its corporate!! Then I was told that my payment is all good and the product is ready and corporate was confused why I can’t simply get my product. So I went inside and gave my phone to someone else. This time a girl called “Rebecca” I am so so happy with how she handled the situation. She was a true gem. After waiting for nearly 5 hours I received my watch. This store lacks co
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October 2024 by William
Terrible customer experience. Was told to come in for iPhone pick up at a certain time, but had to wait 2 hours after the appointment time and then they finally told me I was not able to pick up my purchased order today. Horrible with setting expectations.
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October 2024 by susu sima
Really great experience here during the Apple Visions Pro demo! Friendly gentleman (so sorry I forgot your name) guided my mom and her friend (the two Chinese women) through the whole experience, and was patient to let me translate throughout. Great staff here!
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October 2024 by Kirat dhesi
Hi want to complain about the service I received at Apple Richmond centre today I had an appointment book and they told me think about the decision when I returned to purchase they told I need to book an appointment?? Very confused and very unhelpful. Super unprofessional and inconsiderate will never be coming back here.
I would’ve understood if this was big purchase but I literally went get a replacement for one lost airpod. Ridiculous.
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October 2024 by Conner X
Long wait in store with no one approaching to see if I needed help. Literally no one came up. I had to grab someone who “looked like a specialist for assistance”. The specialists have no idea what’s going on. With my inquiry they flat out lie to my face with the wrong answers. Slightly better than Apple Pacific because of the parking. So Two Stars for you Apple Richmond. Keep up the Great Work.
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October 2024 by Ali Mehregan
Good experience
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October 2024 by HH WEI
I bought an iPhone 16 Pro from the CF Richmond Apple Store on 09/21/2024, the second day it was launched. After carefully setting it up and doing a data transfer, I found a long scratch on the screen the next morning. I returned to the store, unsure if I caused the scratch, but confident I had handled the phone with care and hadn’t done anything rough. I expected help, but the staff and supervisor refused to accept the return, saying the phone wasn’t in “mint condition.”
The supervisor insisted that Apple’s quality control would have caught the defect if it had been there from the start. He then offered to replace the screen for $39 under AppleCare, but I had already paid extra for AppleCare. Worse, they didn’t have spare screens in stock to do the replacement. So, I was left with a scratched phone and no solution.
I’m left wondering if Apple’s quality control failed or if the iPhone 16 Pro’s screen is too fragile. Either way, I feel let down. I expected more care after paying for AppleCare, but I walked away with a scratched phone and a scratched heart as a long-time Apple fan.
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October 2024 by Kam Yan
I bought a new MacBook Air15 a month ago.I found recently the charging devise did no work. I took it to the Richmond Centre store of BC.it was found that the charging cable did not work. Apple store staff told me to come back for a replacement when I receive an email to return to pick it up.
I received email 2 days ago and I went there this evening(Sept 20) at 8:25 pm. Upon arrival there was a queue of about 20 people outside the store. I went in and was told to register with a male staff at the back end of the store. I showed him the email. He registered it and sent the message to the counter behind a door. He asked me politely to sit down and someone would bring the cable out to him to give it to me.
I had been waiting patiently , and chatting with this staff. After half an hour, I asked him to check if his message was sent out . He checked and told me it had been received. During this waiting time, I saw other staffs coming in and out of the door in the back room with different new boxes of iPhones or watch or other accessories.By 9 pm the queue customers were all taken care of. I saw the boxes contain new apple products which ,I was told , were ordered online or by phone by the customers who came to pick these up .I saw they paid for their products.
I expressed my displeasure to the same male staff who went to talk to a man whom I was told was the manager.This manager did not take any action but continued to do other things in the front part of the store.
I finally approached him and told him I was ahead of the other people in the front who got their products while I had been waiting for 45 min. He said it was a busy evening and told me not to raise my voice. I told him I had been waiting very quietly. If I did not call his attention, I might be staying until Apple sore and Richmond Centre closed and might be I would be told to come back the next day!
Shortly after he came back with a man and gave me the cable.
They both did not apologize and said they were BUSY.
Now. Is it because they were busy with taking in the NEW customers first and get the payments on the merchandises? And postponed deliberately to fulfill order that there was no money to be received. I shall expect a better explanation than being "BUSY" in the handling, processing and policy from the manager, his boss and the CEO of Apple of Canada.
Is this the way APPLE provides selective, grading services to the Apple customers?
I would appreciate an answer.
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October 2024 by Hana Kim
They need a better system. What’s the point of having us select a pickup time slot if we’re gonna have to wait in line anyways?
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October 2024 by Alexander Teh
No longer crowded. It seems to have lost its buzz. Used to be extremely popular.
