Dear Apple Store Management,
I am writing to formally express my disappointment with my recent experience at the Kahala Apple Store.
Prior to visiting the store, I called ahead and explained that I live approximately an hour and a half away and planned to arrive around 2:00 PM to purchase an iPhone 17. I clearly stated that I needed the phone to be unlocked, set up with my wife’s Apple ID, configured with T-Mobile, and that my goal was to leave the store with a fully working phone. I was explicitly told this would be possible.
I arrived at the store at approximately 2:10 PM. I first spoke with Brendon, explained my needs again, and was then passed to Nick. Nick appeared rushed, and after I once more explained my requirements, I asked about a military discount. He confirmed one was available but instructed me to go online and pay for the phone myself. After completing the purchase, I was told I would need to wait before the phone could be set up.
While waiting, I attempted to get help with my wife’s iPad Pro, which was unable to install the latest update. Brendon was unable to resolve the issue and passed me to Kalleo, who was neither polite nor welcoming. Kalleo was also unable to resolve the issue and passed me to Whit, who again attempted the update but continued receiving an error message. I was ultimately told there was an error but that no one knew what it was and that the issue could not be fixed.
I then returned to waiting for the phone. Later, I informed Brendon that I also wanted to purchase AirPods for my wife’s iPad Pro. I was assisted by Jenny, who was the only employee during my visit who was genuinely caring, friendly, and helpful. She successfully brought out my phone and AirPods and paired the AirPods to my wife’s iPad.
At approximately 4:10 PM, Brendon returned, and I asked him to proceed with setting up my wife’s phone as originally promised. At that point, I was told that we were “past the window,” that phone setup must be done at the time of purchase, and that the phone could not be unlocked. None of this had been disclosed earlier, despite my explaining my requirements clearly both on the phone before arriving and in person to multiple employees.
When I requested to speak with a manager, I was approached by Tyler, the supervisor. His demeanor was dismissive and unprofessional, and he showed no concern for the fact that I had been passed from one employee to another for an extended period of time. Overall, many employees appeared more focused on talking amongst themselves than assisting customers, and there was a noticeable lack of basic customer engagement, friendliness, or attentiveness.
In total, I spent over two and a half hours in the store. While I did ultimately receive a refund for the iPhone, the entire experience was exhausting and frustrating. It was also a significant disappointment for my wife when I returned home without the phone that we had been assured could be purchased, unlocked, and set up during this visit.
Given the misleading information provided before and during my visit, the lack of transparency, and the poor customer service throughout, this will be my last visit to the Kahala Apple Store. I hope this feedback is taken seriously and used to improve training, communication, and customer service standards at this location.
Sincerely,
Anthony
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Apple designs and creates iPod and iTunes, Mac laptop and desktop computers, the OS X operating system, and the revolutionary iPhone.
