Apple Metrotown

Reviews

• KK

  K K

  3 days ago
  1.0
  Horrible customer service. I booked online and arrived a few minutes before my appointment. I had to wait to check in but that’s understandable. After checking in, I had to wait an additional 30 minutes to be helped. While I’m waiting, I could see multiple Apple technicians just standing around and doing nothing; this speaks to how disorganized their system is. Before my technician arrived, some other guy with curly hair came to tell me they were running late, and for some reason they were serving a person that was scheduled at a time after me, when I questioned why, he didn’t really give me a reason but told me “it’s okay, we are working as fast as they can.” He was not apologetic at all. Why is it “okay” to have my time wasted? What’s the point of booking an appointment if I still have to wait? Frustrating as it is, I told the curly hair guy the issues I have been having even though the iPhone 17 I purchased was only a few months old. It’s abnormal for my apps to keep crashing more than it did on my older iphone. He corrected me 2-3 times mid sentence, that iPhone 17 is a “computer,” and it’s not perfect. How is correcting me going to help the situation? The new iPhone 17 was having more issues than my old iphone XR . The curly hair guy was very dismissive of the issues I am seeing and disrespectful of my time. He then jotting down something and went away. My Apple technician Gordon came about 10 minutes after and I had to repeat telling him the issues I have been seeing. The curly hair guy did absolutely nothing to help and was very condescending. In the end nothing was resolved as their system didn’t detect there was anything wrong with my phone. At least Gordon was respectful and empathetic. Retrain your staff, Apple.
• AT

  Anahita Tarapore

  5 days ago
  1.0
  I visited the Apple Store today at 7.50 pm for getting my phone checked by a technician. Dalpreet was the person who attended to me for my phone as the screen has been flickering and my camera button freezes and doesn't work at times. I have made 4 trips to this store and there has been no help. This trip I even spoke to a supervisor his name is Derek and he was rude to quiet an extend where he refused to speak with my husband over call to have my phone replaced as it is under warranty and they would only replace my screen and button. When I asked what will happen if my phone goes out of warranty and the button is still not replaced, the answer was it is the reality it is what it is. My phone is still under warranty and they refused to replace it. Derek was rude and unprofessional and not at all of any help. This is not the kind of service Apple should provide. I have once again left with no resolution to my phone issues. Definitely less than a 1 star if I could.
• SP

  shahvir patell

  5 days ago
  1.0
  Absolutely terrible experience at the Apple Store Metrotown in Burnaby. My wife’s phone is still under warranty and has ongoing issues with the screen flickering and a camera button that completely stopped working. Despite visiting the store FOUR separate times, they kept refusing to properly service or replace the device under Apple’s own warranty policy. To make things worse, staff claimed they “don’t have the button in stock” and couldn’t even tell us when it would arrive. Meanwhile, the warranty period is running out. Instead of helping resolve the issue, they kept pushing us to buy AppleCare. That felt completely unacceptable considering the phone is already under warranty. Derek, the executive we dealt with, showed a lot of attitude and zero willingness to help. The level of customer service was pathetic and dismissive throughout the entire process. Very disappointing experience from a company that claims to stand behind its products and customer service. Do Not buy from this store.
• MV

  M V

  May 6, 2026
  1.0
  Very disappointing experience at this Apple Store location. Waited around more then 25 minutes just to be told the cable needed to be ordered anyway — something that honestly could have been checked much earlier instead of making customers sit and wait. What made it more frustrating was receiving the service email afterward and seeing the issue marked as “physical damage,” when there was clearly no physical damage at all. The lump/bulge on the cable is obviously heat-related, and a simple search online shows many people reporting similar issues with newer cables. It honestly makes me question how carefully the cable was even inspected before categorizing it that way. It’s now already been 4 days, and I still have no idea when the replacement will arrive. From my understanding, Apple Stores in Canada do replace cables in-store if it’s considered a manufacturing issue and under warranty, so the whole process has just been confusing and unnecessarily time-consuming. By the time the replacement finally arrives, what exactly are customers expected to use to charge their phones during the warranty period? In the end, it felt like a complete waste of time. This was the original cable that came with my iPhone 17 Pro, so I genuinely expected a much smoother and more knowledgeable support experience from Apple.
• SS

  sebastian

  Apr 28, 2026
  1.0
  I had a horrible experience at this store and will never return. I would rather take skytrain to a different location than deal with the staff here again. My iPhone was completely dead, so I ordered a new one online and scheduled a pickup. When I arrived, a staff member asked me for a QR code from my email. I explained that my phone wouldn’t turn on and I couldn't access it. Then she called the manager, but he showed no empathy and only told me to go home, get my laptop, come back, and show the QR. I was a little shocked by his rudeness, but I went back home in the rain, assuming I had missed an email with the instructions.

But at home I found that the QR code and pickup instructions were sent only 15 minutes before my scheduled time. Of course I was already on my way to the store, only with a dead iphone, and there was no way for me to know this requirement. When I returned with my laptop, the experience got even worse. The guy I spoke to ignored me when I said I was there for a pickup. Instead he just looked down at his tablet and asked if I had an appointment, which I thought was about my original pickup schedule, so I said yes and told what had happened earlier. He told me to sit and wait, and when he came back after a while, he claimed so dismissively that they had no record of my name, suggesting I was at the wrong store. I opened my laptop and showed him the email, and he finally realized his mistake, but didn't even apologize and just walked away to grab a coworker. Only the very last person who scanned my code and gave me the new phone was very nice and friendly. Everyone else, including the manager, was so rude, arrogant, unprofessional, unhelpful, and lacked basic empathy. Truly disappointing service.

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