Apple Guildford Town Centre

Staff is good. Very quick service. Little overcrowded sometimes especially on weekends.

won’t decrease the star rating but the specialist AHMED was too frank with us. There was some issues with the AirPods disconnecting when equalizer turned on and at full volume only. he simply told (not advised, directly ordered) me to STOP using equalizer without giving any other solutions. I work as a manager in retail and I know how to talk with customers. At all times he was acting “over smart” thinking I don’t know anything about technology etc. I’m myself a student of IT so it’s very hard to fake things in front of me. Gave this feedback to his direct manager hoping he may train his staff better and tell them the basics of customer service.

If I can give 0 stars, I will. Went in a Saturday. I ordered Apple Watch Series 9 online. It has been delivered and upon checking, there is a dent on the watch. I tried to do an exchange on the app store but they’re only available Monday-Friday. I live in Langley. The nearest is at Guilford, Surrey. I went in and told the lady that I would like to have my watch exchange because there’s a dent when I opened it. She registered me and told me to go inside and they will find me. After 1 hour, I followed up then the other lady said I should wait in line outside and register because I will be going to do an exchange for a new one. I explained that the other representative told me to go inside and someone will approach me. Her face became annoyed and told me again that I’m exchanging for a new watch so I need to register and wait outside. Do they even understand my concern? If they did, they should have told me the right thing to do in the first place and didn’t let me have this bad experience and waited for more than an hour with nothing! I just went home. BAD CUSTOMER SERVICE!!!! UPDATE: Waited for Monday to exchange it online. The chat group from Apple Support app understood my concern and I had my exchange processed the same day. Note: If you’re returning/exchanging Apple products via Apple app, they offer UPS to drop by your house to get the return/trade-in for FREE as long as you had the package ready for shipping with the package slip that Apple provided. You don’t need to go to any UPS store anymore. UPS will go to you and get the package. Love it!

The staffs were great!. We were not served on time but the transaction was fast and easy, given it was a rush hour. The Filipino staffs were extra charming and approachable!.

It's a struggle for me to be out long with some injuries but it was important to me to make sure that someone understood the damage to my device in person rather than hope someone remotely would assess it fairly, as it's just so hard to know these days. After scheduling a repair session it was so easily handled though! There was some waiting to be fair, things are pretty crazily busy there, but they listened carefully, made sure they understood what I was talking about and took care of making it straightforward to get the replacements for my devices. I can't stress how much it helps to have applecare+ to have the extra security for an expensive device, I'm glad I didn't settle for what Best Buy was pushing on me. Thank you so much for helping me and making replacements a breeze! It was confusing to figure out who to talk to the second time around, things are just so busy there and it isn't clear where you're meant to go to pickup repairs, but everyone was very kind and overall this experience was so appreciated. :)

I recently visited Apple store in Guilford mall in Surry to unlock my Mabook air, and I must say that I am extremely disappointed with the level of service I received. The entire experience was marred by an unreasonably long wait time. Upon arrival, I was hopeful that the process would be efficient and timely. However, I ended up waiting for an astonishing three hours and twenty minutes before I finally received assistance. This extended wait time not only inconvenienced me but also made me question the competence and professionalism of the staff. It is unacceptable for a service provider to subject its customers to such excessive delays without any clear explanation or apology. I understand that unforeseen circumstances can arise, but the lack of communication or efforts to expedite the process was disheartening. Considering the amount of time wasted, I regretfully state that I will not be returning to this location. As a customer, I expect prompt and efficient service, and unfortunately, my experience fell far short of that standard. I hope that management takes this feedback seriously and works towards improving their service quality and wait time management. Potential customers deserve better attention and respect for their time and should not have to endure such prolonged delays. I sincerely hope that my review serves as a constructive critique and prompts the necessary changes to ensure a better experience for future customers.

Day before yesterday, I encountered an unfortunate incident where my phone had broken, and I urgently needed to purchase a new iPhone. Despite getting off work late, I rushed to the Apple Store, determined to make my purchase before closing time. I arrived at the store within minutes, demonstrating my commitment to acquiring an Apple product. To my dismay, the sales executive at the store made an issue out of the fact that only 10 minutes remained before closing time. I was shocked by their lack of empathy and understanding, especially considering that my arrival was well within the remaining time. It was a matter of mere minutes, and yet the sales executive displayed an unwillingness to assist me. As a customer, I expected better treatment and a more accommodating approach from an esteemed company like Apple. The sales executive's behavior was not reflective of the exceptional customer service that Apple is known for. Instead, it left me feeling undervalued and disrespected.

I went into apple to purchase an apple pencil, I was helped by Eliza who was great! She asked questions to ensure I was buying the correct product to work with the ipad model I was buying it for, I was picking up for someone else and she was patient while I confirmed details. I had a mobile gift card to use, I clicked on a button that loaded it on my apple ID and made it non redeemable through the store system. Eliza jumped in to solve this problem by submitting a pickup in store order so the gift card could still be applied, thank you Eliza for your help!