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

[Rogifan]

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 for accessories using the Apple store app on your phone. I’ve done it many times.

 

[Ebok]

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.

Uhhh you can do that with the Apple store app. In fact you’ve been able to do that for years before Angela was in charge

 

[BarredOwl]

It's sad that Apple destroyed one of their greatest products, the stores, with neglect and mismanagement... just like the Mac.

 

[Ebok]

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

They don’t hire ppl who know Apple, they hire ppl to fit their diverse criteria’s.

Not that there’s anything wrong with it, but at least pic ppl of diverse backgrounds that know their crap.

 

[now i see it]

communal gathering places my as. Everyone wants to get the heck out of there ASAP.

 

[Dirtydutch]

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...

 

[Jim]

True Story: I went into the Apple Store to look at the HomePods. Place was crowded with people looking for tech help. A 30 something had hoisted her rear on the table containing the speaker pair. I didn't know that they had paired two speakers, so when I increased the volume to check out the sound she would then lower it. I thought it was a defect. Then I noticed what was happening. I told her that I was sorry that I had not noticed that the speakers were paired. She told me to F***-Off and went back to chatting with her friend who had now joined her on the table. I left and have never gone back. Everything I do is on line or with 3rd party retailers. You know that Apple is not a luxury brand when you look at who owns their product NOT the price.

 

[Fozziebear71]

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

Couldn't even begin to tell you how many times I've gone into an Apple store and talked to employees about a product or service and it was glaringly obvious that they didn't know what they were talking about.

 

[ItsNotaTumor]

I don't mind these changes at all and every Genius I've worked with has been excellent at their job, but the influence and where Ardents came from its so obviously a clash with the spaces some of these stores are in compared to what the store can offer. High end fashion is about bare space, minimal product- not about community and conference between people. Having an Apple store with this kind of influence a few doors down from a Forever 21 or Hot Topic doesn't bode well for the user. They have to adjust their demeanor from store to store. It makes sense in standalone stores in large metro areas but not in your average mall. I think the stores could do so much better with defined zones. the open, bare concept does let people flow but like the Genius bar complaints I've read, learning and fixing matters should be visibly separate from demonstration.

 

[mdatwood]

You can pay for accessories using the Apple store app on your phone. I’ve done it many times.

Uhhh you can do that with the Apple store app. In fact you’ve been able to do that for years before Angela was in charge

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?

 

[code-m]

I miss the day when Apple displayed new devices at the store front windows. It gives me an idea that new products are out. Now, it is just seeing clients in lines. For some reason the stores remind me of hospitals.

Jokes on you, Apple only updates it’s products during the spring or fall season with announcements and silent website updates from time-to-time infrequently. The idea is to keep visiting the Store even if a new product is released or not to demonstrate and experience the eco-system hands-on. You are not going to get that by seeing products in a store. In similar fashion, Costco, Sams/Walmart, etc do not window advertise, one has to walk in the store. Granted this is Apples products, their do however have printed advertisements on the windows promoting the flavour of choice, for example XR, XS, iPad Pro.

One does not buy an edible food by looking at it, tasting and sampling leads to a possible purchase. Same with computers, the MBA 2018 looks great but the keyboard is defective over time, I would not know how it feels by looking at a picture. Also let’s get real, you are on MacRumors you know exactly all the recent Apple hardware and software releases, you are not an average customer who just walks in when their need sometime, most consumers don’t know most of the detailed differences between the XS and XR.

 

[Mac+1984]

This is why I no longer work in Apple retail. I loved it when I started, which was just before Steve died. While Apple stores have always been known as "legendary gathering places," times have changed, and I know of no geek who meets other geeks at the Apple Store to "hang out." The notion of making all the employees appear the same to the customer is good in theory, because being able to ask any employee for help is awesome, but this usually only works if the store is not busy. But unfortunately, the employees are either too busy with the impossible demand or they are not qualified to help the customer because that's not their role (how does the customer know??).

Having both a dedicated POS area for checkout AND being able to use iPhones on the floor to ring people out would probably make more sense. Also, clearly separating the sales and Genius Bar area may make it easier for people know where they are. I hope they can finally crack the problem.

I was a Creative that trained customers in the One to One program. While it no doubt cost Apple a lot of money, it truly set the customer experience above the rest, which, in returns, drives loyalty for life. It was sad when they did away with the program. Before I left, it seemed anyone could get a job at the Apple Store. I would cringe when fellow employees didn't even know basic things about Apple products.

While this sounds arrogant, you only bring other Apple loyalists into the club if you know what you're talking about and clearly love the products. Still, Apple Stores are still better than the alternative. Long live the fruit stand.

 

[felixroqu3]

This is exactly why I left Apple. It went from treating customers like family in a very nice, warm, and welcoming environment to just like any other retail company that is all about sales and "getting the customer in and out."

 

[JJSantoro]

Apple is becoming the new Best Buy. Tons of employees walking around not doing anything. Yet when you actually need help there is no one around.

 

[modul8tr]

Some stores are better than others but retail is currently not able to keep up with Apple’s success. They’re overcrowded and smell like sweaty gyms. It’s a VERY good problem to have, but still a problem. I have confidence they’ll get it sorted and likely sooner than we expect.

I feel like genius bars should be split into new spaces dedicated entirely to support since most Apple Stores can’t become larger. They also need a triage system. Someone with an iPhone/Macbook that won’t power on and no Genius Bar appt., is in more of an urgent care situation than someone with a cracked screen that made an appt two weeks prior.

 

[TheShadowKnows!]

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."

Wow! Just wow!
Is this guy for real? Or it is just me?

 

[Harthag]

Why would you gather at an Apple Store? That’s such a random idea and never even occurred to me.

„Hey bro. Wanna hang today? Sure. Let’s mEet at 4 pm at the Apple Store, i haven’t seen you in a while!“

Exactly, lol. This idea is among the dumbest I’ve ever heard and it seems to have backfired. Shocking! I’ve stopped enjoying going to the Apple store to buy things and buy online now. The flagship store here in Chicago is the new layout and it’s a cluster more often than not. Why would I ever want to just gather at an Apple store. Glad Angela’s gone.

 

[Tozovac]

Ah corporate America, where one executive gets a bonus for changing something and the next executive gets a bonus for changing it back. 🙄

But change is often confused with progress in both corporations and forums. 😵

iOS 7, cough, cough, hack, spit, cough!!

 

[GaryMumford]

The old store format was way better than todays mess.

Apple, there is a reason for the saying "If it ain't broke, don't fix it"

 

[AZMecha]

I agree we need to have the genius bar put back in place.

I also acknowledge changes into services, but it should not be a sacrifice in technical knowledge on how the iOS and ecosystem work together.

Too many times I've seen a retail employee of obviously doesn't know the answer will quickly tell you go to apple forums or say let me ask a genius an walks away only to see them try to help someone else. BS 😡😡😡

These so-call experts are truly just below average beginners which makes me wonder how did they get hired in the first place, or what was level of training use and understand the product that people love and as for myself have been in the ecosystem for more than 20 years....

Majority of them cant even tell you how too use garage band or even so far upload your own music mixes to be used as a ring tone.🙁🙁🙁

 

[BigBoy2018]

For all the tens of millions Ahrents walked away with from Apple, it's just mind boggling how she made things worse, not better.

And yet the next company in line will also offer her tens of millions of dollars for her 'expert' knowledge.

Just goes to show you that in the corporate world, execs glide in and out of companies less on what they specifically did, but on how the overall company did - and they were lucky enough to be there during that time - therefore getting some of the credit ... and as a result: sh--tons of money.
[doublepost=1557238481][/doublepost]

I agree we need to have the genius bar put back in place.

I also acknowledge changes into services, but it should not be a sacrifice in technical knowledge on how the iOS and ecosystem work together.

Too many times I've seen a retail employee of obviously doesn't know the answer will quickly tell you go to apple forums or say let me ask a genius an walks away only to see them try to help someone else. BS 😡😡😡

These so-call experts are truly just below average beginners which makes me wonder how did they get hired in the first place, or what was level of training use and understand the product that people love and as for myself have been in the ecosystem for more than 20 years....

Majority of them cant even tell you how too use garage band or even so far upload your own music mixes to be used as a ring tone.🙁🙁🙁

These sales people are 'experts' in helping people select the right watch band color for them. That's Arhents legacy.

 

[code-m]

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?

Lol, you get confirmed on exiting by an employee closest to the exit.

Like any jobs, some employees put the effort due to passion and drive, others are there for the benefits and pay and do the bare minimum. Some may have busy personal family lives and things happening, so those things take priority. It happens to all of us. Try focusing or giving your A game at work when your spouse or child is hospitalized or gets in trouble at school or whatever, life.

 

[jclardy]

The dumbest thing Apple has done with their stores is making the lines “invisible.” The random people standing at tables aren’t just hanging out, they are in line to get their iPhone fixed.

I went to pick up an already purchased iPad Mini recently. I went up to the first guy, he signs you in and sends you to a random spot in the store, then you wait an indeterminate amount of time until a random employee comes up to you with your stuff. It isn’t a great experience. Then you add that to the fact that my local Apple store (which is the lifeline of our area mall) didn’t get in iPad Mini accessories for two weeks after launch (I ended up buying a Smart Cover from Best Buy and I got it faster.)

Lines exist for a reason - people can see that a place is busy and they should come back later. Apple has eliminated lines and made something much, much worse. If it is going to take 20 minutes before one of the 30 employees in the store can get to me, it would be nice to know visually by looking at an actual line of people waiting for things.

 

[jonen]

Definitely not the most enjoyable experience when you know exactly what you want. Walked into a local Apple Store last month on 2 separate occasions to buy the iPhone XR. I was greeted with 4-5 employees staring at me with their iPads in hand.

Ended up having to answer some generic questions about my purchase until the guy ends up saying, "I guess you already know exactly what you want".

 

[RogerWilco]

I visited an Apple store once, in the pre-Ahrendts era. Nothing special about the “experience”, it was a busy retail outlet with a vibe not much different than similar stores. If I never set foot in another one, no great loss IMO.