Apple Sainte-Catherine

nnUnfortunately, during my first visit—even though I had an appointment—things did not go as expected. After a lady checked my phone which she did excellently, I was referred to a gentleman to help replace my phone. However, that staff member was not professional at all. Most of my data, especially on WhatsApp, was completely deleted—even though the initial technician had assured me that nothing would be erased. On top of that, he couldn’t even complete the process, and it was clear he didn’t know what he was doing.nnI returned the next day, and thankfully, the team sales manager introduced me to a lady who handled everything perfectly. She was highly professional and completed the process smoothly.nnThank you for your attention.

I recently had the pleasure of being assisted by Ali at the Apple Store, and I must say, it was an outstanding experience. Ali was incredibly kind, patient, and respectful throughout our interaction. He truly knew what he was talking about and provided clear, expert advice that made everything so much easier. Ali's exceptional customer service skills made my visit a delight. I highly recommend seeking out his assistance if you're ever at the store. Thank you, Ali!

A week ago if I could have given -5 stars I would have. Somehow I didn’t let one bad experience with an employee sour my complete experience. I had left with a broken phone even though they had just told me it was fixed. I discovered it was not at all fixed and was replied to in such a derogatory and inpatient way by an employee at the Genius Bar that I left in a total sadness and frustration. An employee that had originally taken me in that day called me when I was two blocks away and apologized and offered me a solution at no extra cost! I returned a week later to pick up a new phone replacement which ended up being faulty not even an hour after picking it up. At this point I was fuming for now having wasted hours to just end up with a phone that didn’t work! Every single staff member I interacted with when I went back was extremely understanding at my frustration and were next level caring and wanting to make sure I left with a functional phone. Everyone from the techs to the managers were top level and in a culture where customer service seems to be disappearing I was met with professionalism and great service.nnSo thank you to all the staff yesterday at Apple, you guys restored my faith in corporate customer service.

Absolute WORST customer service experience I have EVER had with any store! If I could give NEGATIVE 5 stars i would!nnThis is an update on a previous review. My ipad order was picked up/stolen by someone who managed to obtain my order number. the store did not bother to verify my identity on a nearly $3000 purchase.nnWhen i went to pickup my order, The store offered NO assistance whatsoever other than to tell me to contact apple support.nnApple support told me they could not refund me since it was a store error, so i needed to resolve the issue with the store.nnI returned to the store and spoke to the manager. She told me I needed to contact the police and file a report before the store could do ANYTHING. When i asked why my order was given away without verifying identity, she explained that the workers only verify identity when prompted by the system. There was no explanation of when the system prompts identity verification because apparently $3000 orders do not need to be identity verified. I asked for a number to contact like her boss. She said no, i can only contact apple support.nnWhen i went to the police station, they told me they cannot do anything since it was store error. Nothing was stolen from me, neither my identity or ipad since the store never verified identity and i never had the ipad for it to be stolen.nnWhen i returned to the store the manager seemed surprised. She said this has happened MANY times before. Multiple people have had their items stolen since the store does NOT verify identity unless randomly prompted to. Apparently in all those previous cases the police filed reports. She took down my name and info and said she would get back to me.nnI called apple support again. I insisted the issue be resolved since the store said it was incapable of doing anything without a police report. Eventually, apple support worked with the store to create an investigation report and i was told my order would be refunded.nnApple support was amazed at the stores lack of accountability and I was appalled at the complete lack of effort on the store’s part to help me in any way whatsoever. I had to push and push for the store manager to even take my name down.nnAbsolute WORST customer service experience I had ever had the misfortune to suffer. I will NEVER return to this store. I would advise anyone coming here to be cautious because if you have any issues, the management will make no effort to help you at all and you will need to go through other channels to resolve your issue.

Unacceptable Experience at Montreal Apple Store – Sasha’s Complete Lack of Accountability and the Worst Example of Case Management.nnI purchased a second laptop from this Apple Store in March. Less than two months later, it slipped, and the screen stopped working. Initially, the staff offered me a one-time exception to cover the repair under warranty, considering the recent purchase and the first drop. I even received an email confirming that the repair would incur zero cost.nnHowever, just one day later, I received a call from the store informing me that they could not honor the promise made. It turns out that Shasa, the store manager, decided to retract the commitment, throwing the employee who initially offered the solution under the bus. This was not just frustrating—it was a complete lack of accountability.nnShasa provided the worst example of case management I've ever experienced. There was no effort to resolve the issue or to follow through on Apple's initial commitment to the customer. Instead, I was left with confusion, frustration, and a profound loss of trust in Apple’s customer service.nnThis experience has been incredibly disappointing, and I would strongly advise anyone to be cautious when dealing with this store. Sasha’s leadership is a clear demonstration of poor customer care and lack of professionalism.