Apple Battersea - London

Isabel D. M.

I had the worst experience in this store. I booked at 2.30 on a sunday for a battery replacement and from minute one I was told that it might not happen on the day. When I came back after following all the steps I was told they will not be able to fit me on the day but I doubt they could have done the replacement on the day even if I would have been ready at the original time of my appointment. If this is a recurrent issue, why do they allow to people to book at that time? On top of this, I asked to put a complaint to hopefully improve the process and instead of giving me a method to do so I had an argumentative store manager which only told me to send an email. I am sure a company like Apple should offer their customers a system for customer experiences and complaints

Justin C.

Extremely dismissive manager stating that the store / technician couldn’t have scratched my device during a screen replacement (replaced under AC+) and blamed it on my fault. When questioned about how can they 100% guarantee such statement, question was dodged. Brought up that in the repair authorisation form, it stated “ Cosmetic Condition: No signs of physical damage or tampering to camera or back”, manager answered that “did our specialist looked through your phone with a microscope or briefly inspected it as from this, I can’t see anything wrong” to which I replied that it was his problem that he couldn’t see. Accused me of going round and round in circles when I’m trying to explain that it couldn’t have been caused by me as it’s always in a case (mous). Told me he wasn’t going to waste any more time further. Enquired about escalating to an another manager to which he replied “nope, you’re speaking to him.” Enquired about speaking to his supervisor, “Nope, I’m the highest.”

Lack of respect and post customer care. Not the first time with bad experience at this store. Don’t waste your time at this store and go to Regent Street.

Peter W.

Just visited to get my AirPods looked at, as I just realised I’d brought them over a year ago but forgot I had apple care. Excellent service from Jonathon on the service bar very personable and an asset to your store. So much so I went on to by a case for my new iPhone and a screen protector again the woman who served me was lovely I didn’t manage to get her name but she was on sales bar 2. Great team every person on interacted with was helpful and speedy.

Scott B.

The worst Apple experience I’ve ever had.
On the 22nd of August, I purchased a refurbished iMac through Apple’s online store. I was told it would be ready for collection at Battersea Power Station, but the experience quickly turned into a nightmare.
I had to call over 14 times, was kept on hold for up to 50 minutes, passed around from person to person, and received contradictory information every time. I was promised emails and updates that never arrived. A manager was even rude to me and hung up the phone. Apple staff also refused to document my complaint or provide any written acknowledgment — making accountability impossible.
Although I eventually received my iMac, the process was unprofessional, stressful, and unacceptable, especially for a company I’ve trusted for over 20 years.
Because of this, I have now sent a formal complaint directly to Apple CEO Tim Cook by email, and letters to Apple’s head office in Cork, Ireland, and Apple UK HQ. Apple needs to take customer service seriously — at the moment, it feels like they simply don’t care.
After this experience, I have to ask: can anyone really trust Apple anymore?

Michael P.

The member of staff I asked about fixing a setting on my iPhone could not have been less interested or helpful.
I appreciate that it was Friday afternoon and her mind was obviously on other things but if this is the level of service that meets their managers expectations it's time to refresh the training or I should just change away from apple products.
Service appalling

Ayelabola F.

I had a very disappointing experience at this Apple Store. I had an appointment scheduled for 1:30 PM and arrived early at 1:20 PM. Despite arriving on time, I wasn’t attended to until around 1:50 PM over 30 minutes later.

When someone finally came to assist, she asked me to enter my iCloud password and then walked off to attend to another customer, leaving me without help. I tried to speak to her again because my phone got locked and I couldn’t proceed, but she ignored me and said she was speaking to someone else.

When she eventually returned, I told her I no longer wished to speak with her and asked for someone else to help. Another staff member came and told me they would get back to me within 24 hours regarding my password issue.

I traveled all the way from Southend just to get my battery replaced, as this was the only store with availability and the poor customer care made the trip feel like a waste of time.

I expected a much higher standard of service from Apple. Very disappointed.

Bruce L.

I recently had my iPhone 12 battery replaced at the Apple Battersea store. When I collected my phone they told me that they had replaced the screen as it had not passed their post repair tests.

When I got home I discovered that my phone was frequently freezing despite having zero issues prior to the repair.

I returned to Apple and on this occasion the technician told me that my screen had been broken during the battery replacement. They were illusive about this when I had originally collected the phone which I find unprofessional. After running some diagnostics it was confirmed that the replacement screen was faulty and it was replaced AGAIN.

Once again this did not solve the issue and I had to return to the store for a THIRD time. Apple then decided to replace the hardware in an attempt to resolve the issue of my phone frequently freezing.

Despite replacing the screen twice and the hardware the issues did not resolve and I had to return the phone for a FOURTH time. Once again the diagnostics showed a hardware fault.

I asked the manager if they could replace my phone in light of the fact they had damaged it during the repair but she told me this was not possible and offered to order in another replacement part as there were none in stock. In the meantime she advised me to reset my phone AGAIN which has been incredibly time consuming and advised me to only use my phone with essential apps .

I was also put under undue pressure to upgrade to a new iPhone which I did not appreciate seeing as I had just spent £90 on a new battery.

My phone has become useless to me as I am unable to use it with all my apps so I am using it as a bedside clock and have resorted to using my ancient iPhone 6 which works perfectly.

Apple should have done the right thing and replaced my phone seeing as they damaged it during the repair. I will be escalating this issue.

UPDATE : After speaking to Apple HQ they have agreed to replace my phone but they need to verify that my phone was getting repaired for the same problem each time I visited Apple Battersea however it seems that the incompetent individuals at the store logged the issue as a sensor issue which is total nonsense and as a result I had to wait for HQ to verify the details. They were supposed to call me today but have failed to reach me. I called customer services and they had the incorrect telephone number listed for me . It was an American number and nothing like mine. So I am still waiting to have the issue resolved having spent the entire afternoon sitting beside my phone waiting for their call. The incompetence I have experienced is FRIGHTENING. I have never had to deal with so many imbeciles !

Samira C.

I popped into the Battersea for a trade-in. At first, the salesperson seemed keen to help, but the moment he realised it was a trade-in, he started stalling—umming and ahhing for twenty minutes while telling me, bizarrely, that he needed to serve other people first, even though he was already serving me. After twenty wasted minutes, I took my laptop back and asked another staff member for help. He was efficient, helpful, and incredibly kind.

Apple- either train all your staff properly or don’t keep the ones who clearly don’t want to be there.