Apple Retail Employees Vent Frustrations About Stores Becoming Less 'Shopper-Friendly' in Recent Years

[Rogifan]

This was such a boneheaded idea. If I'm going to go to the mall to socialize, I'm likely going to do it over a meal at the food court -- not while dodging people who are trying to get their Apple hardware repaired.

If you’re not going to Apple stores to socialize then why do you care as you’re not at the store anyway. And I don’t think she was referring to Apple stores in malls but stores that have more space, especially outdoor space. I think the Today at Apple stuff is great. I think using the stores for learning is great. It seems like most of the complaints are coming from those who need their device serviced. Maybe they need separate smaller stores for just service.

 

[Sym0]

The last time I went in to a physical store for Apple to to buy a new iPhone XR for my wife. We walked in and someone meets you at the door and asks you what you want to do. I told them, and without even blinking said its a 30min wait.

30mins to wait to spend $1000!! Like, I'm already handing the coin over and I am not allowed to for 30mins! I had three kids with me, what a joke. It would have taken 2mins to get a box and take my money...

Stupidest system I have ever seen, 90% of the people in that store don't need 30mins to 'experience' handing over money.

 

[groove-agent]

The “no lineup” system is great in theory, but doesn’t work in practice. People walk in there not knowing where to go or who to talk to. Once they do track someone down who they think can help them, rather then getting helped they get put on a list and wander around the store waiting to be found. It seems excessive for some of the simplest things. I personally don’t like it.

 

[Abazigal]

Bloomberg again huh. I don’t know why people still continue to give them the time of day when it comes to Apple-related coverage. Bloomberg has proven that they have absolutely no credibility in this area.

 

[LeeW]

even if that means moving away from the idea of Apple retail stores as social gathering places

Not if, they must. I was in my local store today, kind of felt I was getting funny looks from staff for not wiping my feet before I went inside. The whole experience is dysfunctional.

But if anything stood out most it was that I knew more about the products than the staff who appeared somewhat disinterested in anything but the core spec of each device.

 

[rols]

With the Apple store app you actually can just scan a product and buy it with Apple Pay yourself. It’s called self checkout I believe.

I just looked at the Apple Store app thinking I might find a button for 'scan and pay' but there isn't one. Does it mysteriously appear only when you're in an Apple store? Or do you use the camera, scan one of those 3D codes and it pops up in the app ready for payment? Just wondered how it actually works.

 

[B4U]

If referring to the thread from 2/3 days ago, or me in particular ... that's cause those I quoted in the first page of said thread ... did not substantiate the hate/dislike/disdain, they did come across as misogynists and called out to substantiate but I'll leave that there.

I was not referring to you at all. In fact, I did not even reply to that thread.
It was a general statement from observations.

But by all means, feel free to take it personally if that makes you feel better.

 

[hellopupy]

Glad I'm not the only one that thinks the Apple store is a mess. There is no real help there and it feels like they're constantly handing you off to new staffers. Predictability is key in a shopping experience and with Apple, its something different every time.

They need to separate the 'I'm just here to kill time playing with connected demos" area and the "I'm just here to buy something" area.

I personally avoid the Apple store whenever possible.

 

[iAVERY]

I just looked at the Apple Store app thinking I might find a button for 'scan and pay' but there isn't one. Does it mysteriously appear only when you're in an Apple store? Or do you use the camera, scan one of those 3D codes and it pops up in the app ready for payment? Just wondered how it actually works.

In a Apple store the Apple store app changes dynamically to present you with self checkout options. You can scan the accessory you want with the camera, pay with Apple Pay and walk out. The receipts save to the app.
[doublepost=1557265449][/doublepost]

Apple needs to realize that this is a STORE and not a "gathering place." People come to Apple stores to buy products, get repairs, or see what's new. They don't come to hang out. If they want to make it a gathering place, add beer or a coffee bar, but otherwise, just make it the best shopping experience they can. Going to the Apple store used to be a great experience, now it's just a pain in the ass.

I would come to hangout if there was coffee and seating, kind of like Starbucks. Would make waiting on my keyboard to get repaired much more pleasant.

 

[kazmac]

I get in and out as soon as possible. Not a fan of the Apple as luxury brand and the way the stores changed for the worse over the past five years.

If Apple made stable hardware and software, I’d still be in and out ASAP.

I like folks’ ideas is keeping products and services separate. If you’re buying something, the sales person could ask if you’re interested in services and call over a services rep. And vice versa.

Apple as a gathering place, nope. Not for me.

It’s sad when the employees know this was just another idea that just does not work.

 

[hellopupy]

In a Apple store the Apple store app changes dynamically to present you with self checkout options. You can scan the accessory you want with the camera, pay with Apple Pay and walk out. The receipts save to the app.
[doublepost=1557265449][/doublepost]
I would come to hangout if there was coffee and seating, kind of like Starbucks. Would make waiting on my keyboard to get repaired much more pleasant.

Now starbucks' free bathroom and hangout policy is attracting so many drug addicts, they needed to install needle disposal boxes to protect their employees from getting potentially infected since employees were already coming into contact with the needles.

 

[Wanted797]

The open air store layout is chaotic, cold and dysfunctional. Employee knowledge of products has dropped significantly in recent years.

Very true. In 2010 the first Apple store opened in my city. I was at university studying IT and wanting different work I was interviewed for at that store every 2 years between 2010 and 2018 with follow up interviews. 8 interviews in total before I stopped updating my profile.

Over that time I came to realise my knowledge of Apple Products was growing and going to the store for help was no longer worth the effort. I used to be able to walk in and be paired to someone who knew what they were talking about Photography and Aperture. Now I’m far more likely to find the answer myself online.

They’d prefer to hire the young Gen Z kid with pink hair who can show grandma how to use emojis than someone with actual knowledge about the products.

 

[Guda.FL]

Best they have done is the ability to check out yourself with Apple Pay and not speak with anyone.

 

[uwdude]

All true.... She wanted to focus on building a community, however, forget that you need to sell stuff to have a business:

That makes sense. The goal was probably to increase non-service traffic in the stores, and thereby increase sales. And she probably thought she could do that by creating community centers, and it didn't really work. And that would be a consistent reason in the corporate world to let her go.

 

[masto182]

Exactly, Apple stores have gone downhill when Ahrendts had control...

I can not agree with this statement anymore. How anyone thought getting someone from a high fashion brand like Burberry was a good idea is beyond me. I used to cringe every time I heard any of her ideas.

It's so bad that recently I went into an apple store with my wife and she reached over to touch an apple watch that was on a stand but out in the open, not behind glass. as she reached towards it an apple employee came rushing over in a panic and said no you can't touch them they are for display only, speaking to us like we were peasants no worthy of there products.

I personally feel she has done irreversible damage to the Apple culture, and if Google was able to create an operating system that was a good as OSX, I would do a full stack swap tomorrow, my wife's and my MacBook pros, our iPhones, Apple watches and pads would all be gone. But fortunately for Apple, it is OSX that keeps me bound to them for now.

 

[NOSFERATU]

I haven't had any problems when making an appointment ahead of time. Walk in, get in seen in a few minutes and walk out.

When I randomly walk in to buy a cable or something it takes way too long. The first person who looks like they can check me out usually can't so someone else gets called over. They really should just let me scan the accessory with my phone and pay right there.

You can pay right there, if the item has no serial number. You just pick it up, launch the Apple store app on your iPhone and scan the barcode. Tell it to pay with Apple Pay and you are done… no muss no fuss
[doublepost=1557269602][/doublepost]

Yea while their service is essentially the best in the industry still, it is quite an issue when you get there knowing exactly what you want, and you're ready to pay, and you're kind of just standing there alone while there are those odd classes are going on at every other table...it would also seem there aren't enough sales people in there as well, you always have to find an employee to locate another employee for your needs...

Just a suggestion…

1. Go to Apple.com
2. Put what you want in the cart
3. select pick up at store
4. wait for the email that it was pulled and waiting
5. go in and tell them you have an order
6. let them scan your Q-Code on your iPhone
7. underpants
8. they bring you yo' stuff
9. SUCCESS

[doublepost=1557269834][/doublepost]

How come no genius has ever told me that? Sigh. So you can pay, walk in, grab the item, and walk out without talking to anyone?

You grab the item you want (can't buy an item with a serial number this way)
scan it using the Apple Store app
pay with the credit card you have loaded in your iPhone wallet
walk out with yo' stuff

Or order it online
select inshore pickup
tell the person at the door you are there to pick up an order
they run it out to you

 

[madKIR]

Oh yes, Angela turned the stores into god knows what! More open space? Yes! But also very confusing and unfriendly as well. They need to go back to their clear sections. I can only imagine how confusing these stores are for somebody who is just a casual Apple customer.

 

[LauraJean]

So, "branding" is the executive priority while store experince worsens for customers? That explains why I was so perplexed earlier this year when I went to pick up my SEs in two separate visits, handed-off from one sales person to another like a bean bag, lengthy waits in between, the crowded sales floor a noisy swirl of motion. My previous visit was back in 2016 when one employee handed me my iPod Touch and I out in ten minutes.

I do not understand this corporate love affair with whatever "branding" means, as something distinct from product quality and customer treatment. Those are the very elements that cause brand recognition and trust.

 

[DeepIn2U]

Glad I'm not the only one that thinks the Apple store is a mess. There is no real help there and it feels like they're constantly handing you off to new staffers. Predictability is key in a shopping experience and with Apple, its something different every time.

They need to separate the 'I'm just here to kill time playing with connected demos" area and the "I'm just here to buy something" area.

I personally avoid the Apple store whenever possible.

You've pretty much answered your own observation.

Kiosks or tables are for 'I'm just here to kill time playing with connected demos" yet maybe not having a huge 8 foot table to display various watches that anyone cannot pickup and instead put them on a wall via a vertical display would save up considerable space. Also, iPad, iPad Air, iPad Pro 11" and 12.x" doesn't need 2x 8FT tables ... make it one, and even stack some on the wall.

Current Mac Pro, yeah the one from 2013 should not EVEN be on display in any brick and mortar stores Apple.
"I'm just here to buy something" area is pretty much the online store with in-store pickup (N. America it's usually within 3 days to 12; smaller items vs custom items respectively).

Considering this is now their 3rd Executive for Retail in less than 6yrs this is an issue that should be front and centre weekly with Tim Cook.

At the end of the day ... we ALL have our gripes, as well as a plethora of suggestions yet it'll take time for any changes to really take affect and we'll then after see if something works. Right now I don't think Apple has a formula that's been vetted and ready yet.

80% of the stores still have the original "brushed metal G5 design" era.

Even this design with it's gigantic ceilings screams wasted retail floor space vs a second floor.
2016-05-19-image-27.jpg

 

[LauraJean]

I said this since the day Cook took over but it was early and people would say get over it it’s Post Jobs era.

Genius Bar appointments used to be 1 on 1 interactions with ZERO wait time. Jobs said he wanted customers to feel like family.

Immediately when Cook took over it became 1 employee for a table of 4 customers, all waiting while the employee ran around helping each at the same time.

I had a wait time of 20-30 min past my apt time. BUT they canceled my original appt once because I was late a couple min.

So I guess we aren’t allowed to be late but Apple is allowed to be 20-30 min late.

Cook downsized employees to save $$ on labor. This is what we got. Everything with him is monetary.

Your last sentence defines the sad truth of the dehumanized business model that is so prevalent today.

 

[mi7chy]

I had no issue. Came in to buy a gift card and was quickly helped without pressure to get anything.

 

[LauraJean]

As of now, Apple still sees its stores as communal gathering places. According to CEO Tim Cook, "We should probably come up with a name other than 'store,' because it's more of a place for the community to use in a much broader way."

Maybe it wasn't Arendts.

This dictum makes the other functions impossible. She's gone and he's still pushing the key problem. I say he made her job impossible. How is O'Brien going to fix it, if she has to follow his dumb rule?

He doesn't even want to call it a store. It's some commune in the woods.

I am sick of this "community" sop, as if this makes up for a loss of quality and competence.

 

[MacDaddyPanda]

Man that article talking about employee getting death threats and what not. Who would tolerate that job for min wage? That sounds an awful place to work. Talk about incentive and lighting a fire under ones pants to get something better asap. That was in the UK? Similar scenarios in the US stores? I can't imagine getting away with a death threat in a US store.

This really is disconcerting. I mean I need to be threatened myself before I'd have the notion of threatening someone myself. And it'd have to be over something more important like my life was on the line or something. Seriously, how demented are you to get so aggressive over a product that the employee had nothing to do with.

 

[Lounge vibes 05]

Totally agree with less knowledgable staffs. I've talked to so many stupid staffs and in most cases I know more than them. One genius even refused to repair my MacBook with a bad hinge because he thinks there's nothing wrong with it, I insisted for him to open it up and finally he came back to me admitting the fault.

A few years ago, I went in there to get my MacBook replaced. This was before they added the whole new layout and all that stuff. I was in and out within 30 minutes.
A few months ago, I wanted to get my AirPods replaced, because the batteries had degraded so bad, so quickly, and it was just a terrible experience. I tried to explain to them that the lithium in the AirPods had degraded significantly over only six months, and they had no idea what I was talking about. They had no idea what I meant by lithium, or degrading, or anything like that. I literally had to break it down into a timeline, where I pointed out that six months ago they last for five hours, and now they only lasted 45 minutes. I was almost in the store for three hours, and I never ended up getting my AirPods replaced. I ended up selling those, and just buying new ones.
Also, it took them almost an hour to finally believe that I had AppleCare on my computer when I had to get the keyboard fixed. Apparently, when I had had the keyboard replaced the time before, it was at a different store, and they had to replace the entire unit. So apparently my original unit had AppleCare on it, but the new ones didn’t or something like that. Really complicated

 

[Mr. Dee]

I have to say I had the opposite experience. Last year when spent over 5 grand on Apple products, I had everything and was out of the store in less than 20 mins. That was a mission shopper experience.

On the other hand, getting the peeling screen on my MacBook Pro repaired was kind of unpredictable. Apple estimated about a week, luckily I had my Surface Pro with me. I also got my iPhone 6s battery replaced, which took an hour, I used it to go window shopping and eat something.

I actually like the behavior of staff, some will approach you but most don’t bother, which is fine. If you need to purchase something or ask a question, you won’t have a problem at all and thats the experience I’ve had so far.