During my repair appointment, the technician confirmed that my phone had failed a hardware test. However, despite being within my warranty period, they refused to repair or replace it. Instead of addressing the issue, the managers were dismissive, offering excuses and trying to dance around my questions rather than honouring the warranty or providing a real solution. After wasting my time with unhelpful responses, I finally gave up and left. An extremely disappointing experience. This store and Apple has lost my business, I won't be purchasing from Apple again and I don't recommend anyone purchase Apple care warranty. The lack of professionalism and customer service was unacceptable especially considering the costs of their products. read more

I am a big apple fan, however the customer service at this location is terrible. I tried to book an appointment, it's a machine gives you a link. Yada yada yada I wont focus on this since thats how it work in all apple store. I have a apple 12 pro Max under warranty with apple care. The New phones do not come with the USB-C wall charger anymore. They also changed the wire so it dont fit the block I own anymore. We tried to exchange the wire that no longer work. They told us because it is a few month old it is no longer covered. We didn't keep the receipt so it could be 8 month or 11 month. We bought the new adaptor USB-C because we can no longer charge the phone. When you sale your old phone you give it with the charger and block. However with the price of $25 each I don't keep too many extra. We had each purchase a block and one wire. I had two and one is definitely more then a few month old (past the one year) The line was not as packed today as on other days. We were able to get service in about 35 minutes. The lady was trying to push sales of more wires and blocks. Letting us know that they would be covered if we did. I was always under the impression that apple care was good for things like that. Nothing was explained it was just a hard no. We made sure to ask for the receipt to be sent via email. That way we wont lose it. Apple Win read more

I love Apple products!! That in itself garners a 5-star. However, I have never owned or used any of their computers or laptops because of the prohibitive costs. That's a shame, really! Is there a difference? They seem to think so. What I have used for many years is their smartphones. Even those can run nearly $1,000, so you'd want to get your money's worth. After all, there are cheaper phones out there. I also love the fact that the apple store staff can now link into your account - with your permission and assistance - to advise you on their perspective of your best deals. However, for this experience, the technician gave his opinion that phone companies are not giving as many loyalty deals anymore, or less and less - trying to wean their clients. He says people hop between carriers now for the best deals. Personally, I still find that you get the best deal through your carrier directly when you call them yourself. Service this day was a 3 1/2 at the most. Average rating for this experience remains at 4-star! But my faith in apple products is high, so I'll leave this review at 5-stars. And of course, having said all this I'm still happy with my old 6+... which is already 4 years old (I'm so old school!) I will wait another year or so before looking around for another phone for myself. After all, styles change. I look forward to seeing what apple has to offer in the future. read more

Went in to buy IPhone 15 and was told J had to make appointment and earliest appt was an hour away. I wasn't asking for any kind of help. Why do I need an Appointment just to but something? Seems they forget who the customer is. read more

Unbelievable how useless customer service is at this store. You wait 15-30 minutes to get someone to see you and then that person is of little or no help. I have purchased over 20K of apple products over the years and watch the company get richer as buyers get shafted by their policies, customer service and lies. Wish I could quit them but I'm in too deep and I guess they know I'm gonna drink the Koolaid til I die. read more

Took iphone for battery replacement. First "genius" insisted it was a software problem not hardware. Nope! Second "genius" saw the clearly expanded battery had opened the case. But he lied and said the glass was cracked so no replacement if battery... he wanted $450 to fix it and no guarantee it would work. Nonsense. Went to 3rd party shop in Kanata and the guy found no crack or problems and replaced the battery for $85 in 45 mins. Beware the Apple "geniuses" who lie and try to get you to buy something new. read more

The welcome and salesperson were good, but the two who were supposed to be helping me with my new iPhone were useless. The first was watching a loud promo on her iPad all the time she was perfunctorily guiding me through the process. When the second come on shift, the two of them had an animated conversation and completely ignored my question. The second one told me I was just 'tweaking' when I was having trouble with a password but then had the same trouble herself. When I asked what to do with my old phone she looked at me as though I was an idiot and said, well it's your phone. Dismissive, almost abusive treatment of a customer who had just spent the better part of a $1k. read more

Sad story with a happy ending. My iPhone disappeared two weeks ago while traveling. Finally had it replaced yesterday. Spent the rest of the day attempting to get it activated through our usually reliable network carrier. By six o'clock it was working to a point, but left without new APPS and proper functioning. Decided to ask assistance at the Apple store. Wow, I am impressed. Staff was very knowledgeable, helpful and very patient with me. Answered any and all questions correctly and with enthusiasm. It was great to be able to use my iPhone properly. He even explained and helped me to get basic APPS activated and working that I had never thought of using (or was not comfortable with). Then he helped me to understand other products that I am now considering to purchase. Great store and great people. read more

it's actually kind of sad how bad Apple services have become. They have a lot of people available to "help" you. But these guys are not exact the technical people you want. The real tech guy is sitting in the back. if they are able to service your device (Which can sometimes be free due to the quality program - great on Apple for service commitment). But I also find that sometimes they are unable to provide very basic repair that I could get done elsewhere for cheap. Which is strange since you know, this is Apple themselves. I got more to say but all in all, while their service may seem available to consumers, it isn't actually that available. Good luck on your engagements with them. read more

very poor service. they said they would help me remove the jammed sim card out but since they were cutting close to closing time (which wasnt my fault or theirs, they were busy and I waited for an hour). they said to come back next day and they would do it. next day comes and I brought my phone in and they said unless theyre doing repaird, they wont be openingup the phone to get it out. wtf? then dont make me waste my time going there. I ended up paying some guy $40 to open my phone up and he did it in 5 fucking minutes. 5! read more

loosing two hours of my time and in the end can't fix iPhone 14 , no parts available after two hours waiting, zero respect for ppl time .

There's a huge difference between a laid back approach to customer service and not wanting to work. My experience fell into the latter category. It started as soon as I walked in. There was a group of employees congregated around a table and socializing. A few glanced at me and then quickly away. One gave me the once over and actually made a face before turning away. "Well, whatever," I thought. "I know what I want, and I don't feel like driving to Rideau or ordering online." I also didn't feel like coming back to make a return, so I sought out help. I wouldn't have been surprised if that same group huddled a little tighter in an attempt to pretend I wasn't there. I felt like I was being pointedly ignored, and when I said, "Excuse me" they glanced at me, at each other, and finally at one person who seemed to have drawn the proverbial short straw and slowly turned around to help me. That person didn't seem to know much more than I do, and asked another employee who sounded very put out that he had to work. In short, I'm glad there's a location in Rideau, which I've been to in the past and is worth the trip, especially since they actually know the difference between "hands off" and "please don't inconvenience me by making me work." read more

DROOLING!!!! Anything for Apple products is my sort of hangout! I went in to see if my iPhone was unlocked or not, and the store was absolutely full of customers, and I found out they offer classes and had 2 going while I walked in. very VERY cool! It was great to see young and old alike learning about iPhones, Mac laptops & desktop computers, and how to use them and while it is selling their products, I was almost tempted to sign up right then. I had to wait about 5 minutes or so for a representative to help me out, and check me in (subsequently to get to talk to a tech about my phone), but I looked around at their accessories for iPads & iPhones. Granted they are expensive, but you get what you pay for. I'd rather pay $50 or $75 for a case than the replacement cost for whatever it is and it will be at least 6, perhaps 8 or 10 times the cost of something to protect... Sorry I just went on a tangent. I got the answer I needed and with an explanation and the tech even showed me the information online that he referenced. Not the answer I was looking for, but it was a definitive answer nonetheless. if I have a few hours to kill, and a couple hundred dollars to spend, I'll be back! read more

Very bad experience with apple store Bayshore, I mad a reservation at 11h45 after I have been told that the waiting time will be around 1h and 15 min , however, the time to replace the battery is about an hour which means that the phone will be ready around 2pm which was confirmed by the spécialiste at the store, when I got the sms , I went to the store and after all the verification was made , then , they informed that the phone will be ready by 4:05pm, this is not acceptable at all as. Took to the decision to wait because I was told initially that the phone will be ready at 2pm, I had another appointment at 3pm30 and I couldn't wait till 4pm , very bad experience and the worst communication even seen , I will never go there read more

Horrible experience. I recently purchased a pricey computer (mac) and needed to transfer data from my older mac onto the new one. My older mac stopped charging in the interim. The clerk I spoke with said he could do nothing to help. I then asked for a recommendation of someone in the city who might be able to help. The clerk said he could not help me as this was against company policy. I then asked if this was a problem that could be fixed at all. Again the clerk said he couldn't say. He refused to transfer me to anyone else in the department. Honestly this is completely unacceptable and some of the worst customer service I have ever experienced. Avoid this store at all costs. read more

Excellent Customer Service. Staff is friendly & knowledgable. If you call to find out more information about a product or a service they will tell you if they don't know and find the answer for you. This location is on par with what you would except from any Apple Store. read more

I've used Apple products for the last 5 years and I've had nothing but excellent service from those at this store. The details are irrelevant but short story is that the the service has been quick and attentive. My issues ranged from broken (smashed) phones and i-Pads to charging issues to just making purchases. I always go in with the mentality that I know nothing and they always step up to explain everything as they go. I once went in with a battery charging issue; they quickly assessed the issue (blockage in the port), jumped the queue and had me out in 15 minutes - no charge. Heading back in today with another issue with my phone and fully expect the same terrific service read more

Went in to get power cord replaced under Apple Care. Was told to wait over by the headphones table and that it would be 10-15 minutes. 30 minutes later, I asked what the status was and was told that it would be 10-15 minutes. Agent told me that I could go in the mall and they would text me when my appointment would come up. Then I was told that because they didn't ask for my phone number at the start that it was too late to be added to be able to text me. I was told come back in 15 minutes, so I did and was told it would be 10-15 minutes. Already having wasted 45 minutes, being told I'm to wait another hypothetical 10-15 minutes, I cancelled my appointment. I'll try Rideau Centre instead. I love Apple but not the treatment at the Bayshore Apple Store. read more

Went twice for support and information. Both times, I received excellent customer service and assistance. I am impressed with the capacity and knowledge the sales agents had to help me with my questions. read more

it's an apple store, they have fun gadgets :) my new fav stuff is everything that supports a iphone or ipad i.e. the new lighting systems that are controled via iphone :) or the new thermostats.......very, very cool, and of course all the health options nike has etc. enjoy 28 of 30 read more

Always professional and not afraid to ask someone for info if they themselves don't know the answer. Was helped by Jen who saved me from buying something that would not have work read more

Worst Apple store I have ever been to. I arrived to a nearly empty store and I tried to upgrade my Iphone 7+ to the X on December 24th. The transfer process went so badly that I ended up getting a refund and walking out with my sim card. All the staff could say after 1hr and 40 minutes of waiting for a single app to download was that their wifi was slow and they asured me it will be all fine when I get home. ( In the same time my gf had my ip7+ setup from factory and installed all her apps) They refused to do anything to make it work. So after nearly 2 hours of waiting for the most basic (240mb) Google app to finish loading ( all others were paused) I asked for my money back. It was the worst shopping experience I have ever had. I've gotten all gens of iphones since the 5 and this is the first time I had shopped at the bayshore location. I have never had an experience upgrading phones event remotely close to this disastrous attempt at customer service. read more

I went into the store with a simple question. I have a 10.5.8 version with intel. Would I be able to upgrade to 10.6 or higher? A group of employees were in a group chattering away. One of them finally shuffled over to me. I asked my question. He went blank. "I don't know anything about that. But we can make you an appointment with a technician." I repeated that it was a simple yes or no question. He called somebody else over and I got a sales spiel about buying a new system, then the suggestion I make an appointment with a technician. It was a basic question. These guys should have known the answer. But then I realized -- they were essentially salesmen who didn't know very much about their product read more

Worst ever customer service. Went there at my appointed time for the replacement of a battery for an iphone. They made me waited for an hour and after that told me that they are out of the battery. Why have an appointment at first place if you can not honour your commitment read more

Horrible service. My computer is completely broken and won't even turn on and I'm a 3rd year university student. I was only home for a week and I told them that so they said they I could leave a separate contact number so that when I leave it can be picked up. My computer has been there for 3 days and it hasn't even been touched!! I leave for school that is 6 hours away tomorrow and don't have a computer!!!! So now my parents are supposed to drive 12 hours to drop off my computer because nobody working there apparently understands or gives a crap about the concept of a time frame! I mail NEVER go back to this apple. Absolutely horrible customer service. No one knows what they are doing. There are many other tweets complaining about time delays as well. read more

My IPad stopped working, and I took it in to the Genius Bar on Sunday. Matt saved the day. He was extremely helpful, knowledgeable and very pleasant. I could not ask for a better customer service. Thank you Matt, you made the whole experience painless. read more

I have not had one positive experience in this apple store. Not all, but a large proportion of staff at this location are ill trained on appropriate customer service. The first time I had to go into the store to get a phone replaced, I was turned away because I did not have an appointment. I then made an appointment for 2:30pm and received service well after 30 minutes had passed from my original appointment time. When I did eventually have assistance from a representative, he told me that I would need to purchase a completely new phone. He said they would need to set it up for me and that It would take another 15 to 20 minutes and he would need to take my old phone. I had shopped around in the mall for quite sometime before returning to the store. After I had returned I waited for 10 minutes before seeing the customer representative who was originally helping me, only he was grabbing his jacket and heading out. I asked him about my phone, he brushed me off and said someone else would help me, he was going on break. I waited for another 15 minutes while the customer representative that was now supposed to help me, was finishing assisting someone else. Also, if you have apple care do not expect them to honour it. I had to go into the store twice for an issue with the battery and vibration on my phone. I was turned away once and told to just back up and restore my phone, this did nothing. The second time, I went two weeks later, I was turned away because they did not have the model of my phone and would need to wait until the 27th of January before they had it. Anytime I have been into this store I have been unable to have a resolution of any issues I have been having with my device. I have also been witness to customer service staff treating other customers with lack of regard and care. Including, snickering and/or mocking customers who are not as "techsavy" as they are. This will be the final time that I put money into apple products. You spend large amounts of money on their products to be faced with extremely poor customer service. You get better customer service when you buy a beverage at Starbucks. This is just the face of poor customer service and corporate responsibility. read more

Visited Apple Store at Bayshore Shopping Centre, Ottawa on 19th Aug. 2018 at 1:30pm. This was mine 4th visit to this place in my life time. You can see the Worst Customer Service at this store. I WILL NEVER VISIT ANY APPLE STORE again. Every time I visited the store none of the staff was attentive and professional and I always came out unsatisfied and frustrated, whereas customer service should provide a satisfaction to the customer. Mentioned here is only about my last visit.The staff dealing/taking in the customers was totally unprofessional and was unable to handle the people in que, giving priority to anyone who said 'excuse me' forgetting the people waiting in line. Just for a Battery change of my cell phone I was told 4 Hours waiting time and about 1 hour to be spent when it will be actually changed. ( Went to another repair store and got my cell phone fixed in 30 minutes and cheaper). One cant wait for such a long time, only for battery change. Besides the staff is always, discourteous, rude and having high headed attitude. Rating is NIL NIL NIL. read more

My mother and I went in for help with her apple product and were greeted by an old man who took us aside to help and I use that term as loosely as possible he would hardly make eye contact and after about 2 mins seemed very frustrated with our lack of understanding of apple products I never use apple products as I find them overly complicated. So after those two minutes he pretty much completely turned his back to my mother only to slightly look over his shoulder and give very quick rude instructions as of what to do next. Then after he got tired of doing his job he walks us over to a younger employee he leaned in and whispered something very quick to the guy then after he "tried" to help us after one log in attempt which he did not even look at the screen for he told us it was locked and to return 24 hours later. So we started to leave and I decided to try myself to see if it was locked out and I was able to get the I pad farther along in the sign in process then either of these horrible employees were able. The entire atmosphere of the service was horrible I actually felt very uncomfortable about the experience and this reestablished my ideas that Apple products are overly complicated and the service of the store is the nail in the coffin I will never purchase an apple product in my life time. The visit to this store was at 7 pm today Wednesday January 18th. I hope this review is passed along to the owner of the store as he should know his employees are working with no intention of actually helping anyone who might not know everything there is to know about Apple products. read more