Extremely Disappointing and Unethical Service – Beware of This LocationI had an extremely disappointing experience at the Apple Store in Pasadena (54 W Colorado Blvd) that has left me feeling deceived, frustrated, and frankly, taken advantage of. My phone was under warranty with Apple, and...
Read MoreExtremely Disappointing and Unethical Service – Beware of This LocationI had an extremely disappointing experience at the Apple Store in Pasadena (54 W Colorado Blvd) that has left me feeling deceived, frustrated, and frankly, taken advantage of. My phone was under warranty with Apple, and I went in to have the screen repaired after it cracked. Since I couldn’t visit the store myself, my father kindly took the device in for me. Instead of honoring the warranty and performing a simple screen repair, the staff convinced him that the only option was to purchase a brand new phone, leading to an unnecessary $700 charge.This should have never happened, there was no need to push a new purchase. Worse still, after realizing this mistake, we tried to resolve it with the store. However, the staff refused to return the original phone and blocked us from using the insurance coverage we had, effectively leaving us stuck with a $700 bill for something that was totally avoidable.Since then, I’ve been passed between the store manager and Apple’s 1-800 customer service line, with no one taking responsibility for this issue. The store manager has been especially unhelpful, refusing to escalate the issue to a higher-up regional manager when I requested it. It’s as though they have no interest in helping us, despite the fact that we were misled and charged unfairly. Instead, I’m stuck in an endless loop of excuses and phone transfers, with no resolution in sight.To make matters worse, this store does not answer phone calls directly. Every time I’ve tried calling the branch, my call is forwarded to the main Apple customer service line, making it impossible to reach anyone at the Pasadena location. This lack of communication and transparency is completely unacceptable for a brand like Apple.I expected far better from such a renowned company, but this entire experience has been unprofessional and downright unethical. After being misled into buying a new phone and receiving no help in resolving the situation, I am left deeply dissatisfied. It is outrageous that after spending $700 for something I didn’t need, I still don’t have my old phone back, and no one at this store is willing to take accountability or offer a solution.If you are considering visiting this location, I strongly urge you to think twice. The customer service here is not only incompetent but borders on fraudulent. This store’s refusal to communicate, the misleading sales tactics, and the lack of accountability are shocking. Beware, especially if you’re handling a warranty or repair issue.
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