Apple Grand Central

V

Viola Swinton

via Google

I had an out-of-the-ordinary experience at this location around 3:15 p.m., and it left me very disappointed given how I’ve been treated here in the past. I came in because my headphones were no longer working and were disrupting my work calls. I was between errands, after a workout and before picking up my daughter, so I followed directions and went to the area where customers are told to wait for assistance with service-related concerns. When I arrived, there were no other customers waiting in that area. There were three male employees present. One was named Ruben, and another did not have a visible name tag and did not introduce himself. I was asked generally how I could be helped, but instead of actually assisting me, I was passed off. What followed was upsetting: both Ruben and the other employee immediately began helping two white customers who had walked up after I had already been standing there waiting. The most troubling part was that these customers arrived after me, yet were taken ahead of me as though I was not there. When Ruben eventually came back and asked what I needed, I explained my concern and asked why I had been skipped. His response was, “I didn’t see you.” I found that extremely difficult to accept given how obvious my presence was. Whether intentional or not, the interaction carried the weight of a microaggression, and that should not be taken lightly. I was then directed to a supposed manager, but that conversation felt dismissive. Rather than meaningfully addressing what I had experienced, he quickly moved to resolve the headphone issue without really acknowledging the treatment that led to the complaint in the first place. What is especially disheartening is that this is a convenient location for me and has been easy to walk to from home. No customer should leave feeling overlooked, dismissed, or made to question whether they were treated differently. I hope this location takes customer experience more seriously, because this interaction has made me consider going out of my way to another store.

C

cindy cruz

via Google

During my visit to the Apple store, the staff member who assisted me behaved inappropriately by grabbing his crotch as he approached to help. This was unprofessional and made me uncomfortable, and it affected my experience.

A

Abdourazack Hassan

via Google

Worst experience. SPENDING 2 hours for a replacement AirPod! Checked in and i was told that I will be assisted in 10min yet had to wait 40min. Left frustrated and not helped! Yet they call it the Genius Bar!

T

tauryn ja

via Google

Don’t bother making an appointment at the genius bar— you have a better chance at being seen with a walk in.