How can I file a complaint against an Apple Store Employee?

AubreyL

macrumors newbie
Original poster
Jul 10, 2007
23
0
I had a bad experience in an Apple store this evening. I won't go into the whole story but the employee was very rude to me and then at the end of it he says "I know I'm snippy today but it's been a busy day for us" but he was very arrogant. When I asked him a question about something I knew he was wrong about he flat out said "I don't need to check with anyone else. I'm the manager. I know everything" Of course the story is much longer than this but I have never had an employee be this rude to me anywhere. I'm not the type to complain but would like to know how I can file a complaint with Apple. I looked at the contact us section on the Apple web site but can't find anything. Any idea how I can do this?
 

siurpeeman

macrumors 603
Dec 2, 2006
6,313
18
the OC
in all fairness, i could imagine it being a really busy day for apple store employees. could you maybe cut the guy some slack and let this one go? it could be your good deed for the day. :)
 

solvs

macrumors 603
Jun 25, 2002
5,703
1
LaLaLand, CA
Go back later, preferably with someone else, and see if they're still like that. If they are, complain to a higher up. You can contact Apple via their customer service # to see what the proper channels are. If they aren't there, maybe ask those who are and see if that's what they're like all the time. I've had some bad days, and try really hard to be extra customer friendly no matter what, but stuff happens.

If it was really that bad, and you're still pissed tomorrow, lodge a formal complaint.
 

iSaint

macrumors 603
in all fairness, i could imagine it being a really busy day for apple store employees. could you maybe cut the guy some slack and let this one go? it could be your good deed for the day. :)
I give people slack all the time. Especially in an environment where you don't even get assistance in most retail stores. Apple's trying hard in that area, so I would say this guy needs to have this called to his attention by his superior. If he can't handle retail (goodness knows I couldn't), he needs to get out!
 

CalBoy

macrumors 604
May 21, 2007
7,830
36
steve@apple.com

Email sent there DOES get results.
That would be going a bit far. It would be a lot easier to call Apple and tell them that you had a bad experience with an employee at Store in city X. Explain the situation, and say that all you want is to let them know. Be sure to say that it wasn't all the employee's fault; perhaps Apple needs more people so the few who do work there aren't stressed out too much? Either way, you should complain and tell someone at Apple; not only will it make you feel better, but you will be doing a service to future customers who might have a similar experience with that same guy again.

Here is Apple's general Customer Service Page

Here is their "Store Experience" site.
There is a number at the bottom, but I have a feeling that it's just the "MY APPLE" number, which usually connects you to a sales rep. Good luck.
 

adrianblaine

macrumors 65816
Oct 12, 2006
1,157
0
Pasadena, CA
I run into rude people in retail all the time, but it's just water off my back most of the time. I find a lot of ignorant Apple employees, but I usually don't need to ask any questions anyway...

My gripe is with Home Depot and Lowe's employees. I can never get them to help me and they never ask if I need assistance.
 

CalBoy

macrumors 604
May 21, 2007
7,830
36
My gripe is with Home Depot and Lowe's employees. I can never get them to help me and they never ask if I need assistance.
OMG, how true is that? And then of course there are those automatic check-out deals. It's almost as if they want us to become an even more xenophobic society:rolleyes:
 

solvs

macrumors 603
Jun 25, 2002
5,703
1
LaLaLand, CA
My gripe is with Home Depot and Lowe's employees.
Really? I was at a Home Depot a few weeks ago, and one of the guys there was really nice and helpful. Then again, one of my exes works there, and she's evil, so I guess I get what you mean. She's lazy too.

Least most of the ones in my area pay decently, so you usually get good people.
 

robbieduncan

Moderator emeritus
Jul 24, 2002
24,597
60
Harrogate
It's almost as if they want us to become an even more xenophobic society:rolleyes:
:confused:

As the built in dictionary on a Mac will tell you xenophobic means "intense or irrational dislike or fear of people from other countries". Is every single employee of Home Depot and Lowe's from another country?
 

shikimo

macrumors 6502
Jan 17, 2007
379
0
Lyon, France
I used to think consistency in customer service was a problem too.

Then I moved to France.

Recently, in the course of the same day, I was given some of the best service of my life in a guitar store, thrown out of another store 30 minutes before it closed because the owner decided (out loud) that "no#$#body was $#%^ing going to buy anything today," and then afterwards got rained on outside of a camera store--where I had bought something--because the owner retracted the automatic awning right over hour heads to prevent us from standing in front of his store and waiting for the cloudburst to pass.

You just never know; there are people here who love to do their jobs, and just as many who refuse to do them under any circumstances. It's all relative...but I tell you for sure that, on average, y'all are getting better service over there.
 

Doylem

macrumors 68040
Dec 30, 2006
3,858
3,640
Wherever I hang my hat...
Take a couple of deep breaths, sleep on it... and see if you still feel aggrieved tomorrow. Don't email in anger. I did it last night, then had to send a grovelling apology this morning. ;)
 

wongulous

macrumors 6502a
Dec 7, 2002
953
0
Well it was kind of a crazy day yesterday, and something tells me that this is only 50% of the story. But complain if you must--you won't get much out of it but a forced apology.
 

CalBoy

macrumors 604
May 21, 2007
7,830
36
:confused:

As the built in dictionary on a Mac will tell you xenophobic means "intense or irrational dislike or fear of people from other countries". Is every single employee of Home Depot and Lowe's from another country?
It's actually used as a fear of a foreigner, not just someone from another country. I was trying to use it a sense that Lowes and Home Depot are trying to isolate us so much, that we begin to view eachother as "foreign." I can see how it didn't make sense, sorry:eek:
 

queshy

macrumors 68040
Apr 2, 2005
3,687
3
Kind of reminds me about my experience at the apple store (search for "Completely outraged").

I would complain...apple wouldn't be happy knowing that kinda stuff went on in their stores.
 

gnasher729

macrumors P6
Nov 25, 2005
17,177
3,132
I had a bad experience in an Apple store this evening. I won't go into the whole story but the employee was very rude to me and then at the end of it he says "I know I'm snippy today but it's been a busy day for us" but he was very arrogant. When I asked him a question about something I knew he was wrong about he flat out said "I don't need to check with anyone else. I'm the manager. I know everything" Of course the story is much longer than this but I have never had an employee be this rude to me anywhere. I'm not the type to complain but would like to know how I can file a complaint with Apple. I looked at the contact us section on the Apple web site but can't find anything. Any idea how I can do this?
Why don't you post where you work, so we can check out what a nice person you are? Maybe you give us your bosses phone number, so we can make some inquiries. Usually if people are rude to you, you might think about what you have done to deserve it. That's called responsibility.
 

Unspeaked

macrumors 68020
Dec 29, 2003
2,448
1
West Coast
Why don't you post where you work, so we can check out what a nice person you are? Maybe you give us your bosses phone number, so we can make some inquiries. Usually if people are rude to you, you might think about what you have done to deserve it. That's called responsibility.

Remember, this is Apple - the company that gives customers who purchased items two months ago $100 credits if they moan and complain loud enough.

Having set that precedent, I feel customers have the right to go into stores and act as obnoxious as they like, expecting perfect customer service in return.

I mean, that's the logic Apple retail seems to be based on, right?
 

jonnylink

macrumors 6502
Jul 15, 2007
256
0
I find it interesting that so many people are willing to blame the original poster without any details. Filing a complaint is fine, if the person has a record it of complaints then it might mean something, otherwise it probably wont. And if the person files a complaint and is silly for doing so it will probably be apparent by reading the complaint.

And I will say this. The OP said that the guy was a manager. It is the manager's job to be the customer service expert. That is one of the reasons he/she is paid more. No manager should ever be rude to a customer unless that customer has become aggressive and hostile, and even then they should just ask them to leave the store. Calmly. Otherwise they are not doing their jobs and should have a complaint filed against them. No one ever said customer service didn't suck, but that is what it is all about.
 

DesignerOnMac

macrumors 6502a
Jul 23, 2007
831
64
Working Retail

For all you folks who have never worked retail. Let me give you some insight!
I worked retail for 7 years selling computers! I can not begin to tell you what a horrible experience it was on a daily bases.
1. I had bench marks to meet per month, such as $10,000 of computer equipment to sell.
2. A percentage of those sales involved extended service plans.
3. We had sales flyers in the Sunday paper every week, with our lose leaders. Brought the customer in and then 'upgraded' them to a more expensive product, with more profit margins.
4. If you did not meet your sales goals as well as your extended service plan goals you were terminated!!

To add to all this above you had to deal with unreasonable customers making demands, etc.


I am not saying the OP did this, but all the above for $7.00 an hour before taxes is very stressful! (Also have an ******* manager and your done real quick before the day starts!)
 

CalBoy

macrumors 604
May 21, 2007
7,830
36
For all you folks who have never worked retail. Let me give you some insight!
I worked retail for 7 years selling computers! I can not begin to tell you what a horrible experience it was on a daily bases.
1. I had bench marks to meet per month, such as $10,000 of computer equipment to sell.
2. A percentage of those sales involved extended service plans.
3. We had sales flyers in the Sunday paper every week, with our lose leaders. Brought the customer in and then 'upgraded' them to a more expensive product, with more profit margins.
4. If you did not meet your sales goals as well as your extended service plan goals you were terminated!!

To add to all this above you had to deal with unreasonable customers making demands, etc.


I am not saying the OP did this, but all the above for $7.00 an hour before taxes is very stressful! (Also have an ******* manager and your done real quick before the day starts!)
To be sure, retail is a tough job. However, that never creates the right to be rude to a customer. Unless that customer is being rude, threatening, or preventing you from making another sale, you have no right to be anything but polite and courteous to them. I think the person the OP was refering to needs some lessons on stress management.