Apple Arrowhead - Glendale, Arizona

Kaden Ramage

They ruined my phone and told me they wouldn’t fix it. I don’t usually write reviews, but the crazy injustice that happened here still blows my mind.
Two weeks ago my top speaker stopped working on my iPhone 14 Pro Max. Since it was a year and a half old and I did not have Apple care I had to pay the 150 dollars to have it repaired. Not a big deal, and after they fixed it everything was good for about two weeks and then the speaker goes out again. I was a little annoyed, but not worried as the part is under warranty for 90 days. So I go back and they are very apologetic and assure me this fix will now be free as it’s under warranty. They then take an additional 20 minutes over the quoted repair time to come out and tell me they found potential water damage on the speaker. This amazed me as my phone has never been near any water in the last two weeks, and they were the ones that just fixed that part. So they proceeded to tell me that policy is that can’t fix it since they suspect water damage. I understand that, I’m a bit annoyed that now I wasted the original 150 dollars to fix the speaker and it won’t work, but live and forget. Well as they put it back together they break the screen and leave a huge bar down the middle. But again since they suspect water damage they tell me they can’t replace it, and all they can do is say sorry. So they hand me back and unusable phone after walking in with a perfectly functional phone just with a top speaker that wasn't working. After escalating to the manager (Stephanie I think) she also said there was nothing they could do. So I take the phone back and then on the way home the display totally gives out. I would advice staying far away from here for any repairs, it’s crazy that they can total a perfectly operating phone and then just say whoops sorry it’s against are policies to fix it.

Robyn Mendel

Wow! I haven't been to this Apple store in Arrowhead Mall for many years. What a wonderful experience I had! They moved to a different spot in the mall (since I was here last) and expanded. This location is busy, but they have numerous employees on hand to help us customers. They have plenty of their products on display for everyone to check/test out. Fast, friendly, and efficient. ?⌨️?

David Rizzo

Why anyone would give this store less than five stars is beyond me. The staff is prompt, attendtive, and knowledgeable. Best of all, they are very understanding and patient. Natalie helped me and I never felt rushed. Even though this store is further away, I will return every time.

Diane Loftus

Went to upgrade my phone to an iPhone 16 Pro Max. Darrell was excellent, but I find it rude to get there early, wait in line, spend over $1300 and the manager kept going by asking Darrell to help someone else while he was helping me. He would start out by saying “he will be with you as soon as he is done with this customer”, but then would circle back and ask him to help the next person real quick. I had to keep interrupting to ask if I should hit continue, etc. during the setting up process. The manager finally asked us if we wanted to sit down. Ummmm, NO cause then we will probably never get out of here. I found that type of customer service very rude…maybe the manager should have jumped in to help the customers with the small issues rather than butting in to my time. One customer at a time and focus on that customer would be the more respectful way to go!

Victoria B

I bought a phone on October 21st, 2024 and I was going to trade in my lilac I phone 14 at another time because the store associate there was no time limit if I want to trade in my phone later to make sure all my data goes onto the new phone. She failed to mention that I do have an expiration to get the full amount and that if I wanted to get it on my credit card I do have a time limit of 2 weeks from buying the phone. So do your own research instead of asking the associates. If you don’t trade in your phone as soon as two weeks of the purchase they offer you a gift card and if you aren’t applying the gift card to a purchase then and there at the store they lower the monetary value of the gift card to less depending on the value of your phone.

Clinton L. Stevenson

I recently had a very unpleasant experience at the Apple Store while attempting to resolve an issue with a warranty item. From the moment I began speaking with an employee, it was clear that he was unwilling to assist and was dismissive and condescending in his responses. I could tell almost immediately that he wasn’t interested in fulfilling the warranty obligations for the item, so I asked to speak with a manager to avoid further confrontation.

When the manager, Kaia, arrived, I was surprised by her approach. Instead of addressing the employee’s behavior, she asked me not to speak to her staff in a certain way. This was frustrating because the rudeness had come from the employee, not from me. Her initial attitude was standoffish, likely based on the incorrect information she had received from her employee, which only made the situation more uncomfortable.

Previously at this location, a representative refused to exchange the item, telling me the item was too soon to exchange. How can an item be too soon to exchange because it wasn’t damaged enough, to months later (now), it’s too damaged and they refused to exchange the item. It makes no sense because the item is warranty for one year.

At one point, Kaia reprimanded me for using hand gestures while speaking, even though that is simply how I communicate—there was nothing aggressive about it. Her unnecessary comment set a negative tone for the entire interaction.

The situation worsened when the employee continued to be rude, not only to me but also to Kaia. He refused to exchange the item, despite it being under warranty, and repeatedly told me to "have a nice day" in a sarcastic and condescending tone. He said have a nice day 5 times, in my face, before I told him to get out of my face. It was clear he knew he was being rude, and it was disappointing that Kaia did not address his behavior directly sooner before I said something.

Although the item was eventually exchanged, the overall experience was deeply insulting and embarrassing. Kaia’s comment about exchanging the item "this time" felt like an unnecessary and petty remark, adding to the frustration. If an item is under warranty, it should be exchanged without such condescending comments.

In the end, this experience at the Apple Store was outrageous and disappointing. The situation could have been handled much better, and I left feeling disrespected and frustrated.

Eventually Kaia apologized and was supportive of exchanging the item, but it was unnecessary.

Lastly, thanks for the very nice employee or Apple representative named Maryanna, she was helpful and nice and eventually helped calm me down from the rude employee.

Heather Courtois

I have been shopping at this store for years and the service or lack there of that I received today was terrible. Surprised that they were not that busy at all. I was greeted twice upon entering and told the employees I was interested in a new watch and was going to look at them and would let them know when I was ready to purchase. Once I figured out which one I wanted I let an employee know and she said as soon as she was finished she would help me. I waited for over 20 minutes while she proceeded to help 2 different people that just walked right up to her. On my way out a different employee asked if I needed help and when I told her what was going on she did not seem to care until I told her I wanted to purchase a watch. Terrible customer service and left without buy a watch.

Vinh Nguyen

I went in there to get the new Iphone 16 Pro Max. The sales representative, Priyanka, was extremely helpful. Great customer service. Very polite and professional. She even stayed after her shift to help explain all the benefits of apple care. I definitely appreciated the professional work ethic. Thank you so much