Apple Cherry Creek is an electronic store in Denver, CO.
This Apple Store in Cherry Creek offers an exceptional shopping experience with a wide range of products and knowledgeable staff. Customers praise the store's modern design and convenient location.
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1 Reviews on “Apple Cherry Creek in Denver”
Attn: Head Store Supervisor –
I need to share a very unsettling experience we have had throughout various dates at the Cherry Creek Apple Store. I have added supporting documentation, case numbers and details throughout this email.
My 18 year old son is starting the exciting adventure to college this summer and he has been saving up for his first MacBook Air to bring with him. We knew we had a choice on where to purchase his computer. We chose Cherry Creek Apple based on prestige and sales associate knowledge. On July 18th we worked with a wonderful sales associate to purchase a 15 inch MacBook Air for $1,399. Although we did not open the box in the store, as I never have with any of my Mac purchases, we waited until we were home. When my son first opened the box and turned the computer on the screen was pixilated and damaged. This was evident before he even had an option to shut it himself or even set it up. By that time the store was closed and we were already back home. The next morning I sent my son to drive back down – another 2.5+ round trip – to exchange the defective computer. Upon arriving back at the store an associate “Mike” (brown hair, average height, around 30s) worked with my son on the return. He blatantly used age discrimination against my 18 year old and told him HE damaged the computer and needed to PAY $100 Apple Care deductible to fix the screen, which was sold to us like this. I firmly believe had an adult been there he would not have treated my son like someone who was “trying to work the system” and return a product HE damaged as soon as it was taken out of the box. He hadn’t even gotten past opening it up! After Mike told my son he must have damaged it “because computers don’t get damaged in boxes” he sold my son another computer and ANOTHER Apple Care plan. Mike told my son to pay for the repair, purchase the new computer, drive back down to pick up the repaired computer and then he could return it. In what world does this make any sense?? I spoke with Mike on the phone to try to understand his return rationality. I respectfully explained this was sold to us not 18 hours ago like this and that had I purchased from another store, such as Best Buy, we would not be having these issues and be able to exchange.Condescendingly Mike responded, “Well I don’t know, I don’t work for Best Buy.” He accused my son of the damage and this was “store policy” to use Apple Care to repair. We needed the computer for college orientation so we purchased the other computer to use while completely tainting the whole exciting college laptop experience.
On 7/19, immediately after the store experience of obvious age discrimination and policy abuse, I spent over 3 hours on the phone with Apple Customer Care explaining the situation. I was told by a senior supervisor, Travis, that this was not the policy and should not have been handled in this manner. He filed a complaint against the store as well as gave me a case number.
On 7/24 we drove another 2.5 hours roundtrip to pick up the repaired computer just to be met with Mike again. He seemed rushed, condescending, annoyed. He retrieved the repaired brand new computer, charged us $100 plus tax, and then as annoyed as he could project on us returned the computer. He said he couldn’t return the Apple Care but “Maybe Travis could”. He was talking about the senior supervisor I spoke with. I told Mike that the senior advisor I spoke with said this was not supposed to have been handled this way to which Mike replied, “Well I doubt Travis has ever touched a computer in his job.” This is YOUR sales associate mocking a senior supervisor for Apple Corporate. At this point I was so angry at the whole experience we returned BOTH computers! Rather than just exchanging the original defective computer the store now had two used MacBook Air computers returned, an angry customer, a special experience ruined, 5+ hours of me on the phone with Apple Customer Care, 7+ hours of travel back and forth from Fort Collins.