Apple Metrocentre

Reviews

• HD

  Hugh Denholm

  Oct 8, 2026
  5.0
  Excellent, patient and cheerful service from Maggie. Thank you!
• DM

  Doaa Mohammed

  Oct 7, 2026
  5.0
  Incredible service today from Dan. I was looking for a new iPad and pen for university. He explained everything to me clearly and made me away of all the discounts available to students. Dan was a star :)
• PL

  Pet Lamb

  Oct 4, 2026
  2.0
  What a ridiculous process that you’ll let me book an appointment to collect a product when you haven’t finished “processing” the payment. The payment has processed from my perspective, I’ve had the approvals through. What an absolute waste of my time, getting me to come all the way to the Metrocentre for my appointment. Really disrespectful of your customers.
• JG

  J G

  Sep 24, 2026
  1.0
  I have been an Apple fan for many years and have visited the Metrocentre Apple Store countless times, as well as Apple Stores across the UK. I have generally had very positive experiences, with staff often going above and beyond to help me. Unfortunately, my experience on the iPhone 18 Pro launch day on 18 September 2026 was completely different. I am not someone who normally writes negative reviews, so the fact I am taking the time to write this shows how disappointed I was. At around 6:30pm, after finishing a long shift at work, I went to collect my new iPhone, something I have done for years. I was served by a member of staff named Prashant. I appreciate launch day is extremely busy, but from the beginning I felt he showed very little interest in assisting me. He repeatedly asked where my phone was. Unfortunately, I had left it at home while rushing to work that morning. I apologised and explained this several times, but he continued asking. I had my collection QR code printed and my ID ready, so I could not understand why this became such an issue. Things became worse when he asked whether I was trading in my old phone that day. I explained I had selected the option to trade in later, as I have done for several years. My usual process is to collect my new phone, set it up at home, erase my old phone and then return it for trade-in. He then said to me, “Next time, pick properly when you order.” I found this completely unnecessary and rude. Even if there had been an issue with my selection, there was no need to speak to me in that manner. What made it more frustrating was that he simply made a few taps on his device and changed the selection to trade in later. If it was that easy to resolve, I could not understand why I was spoken to so dismissively. There was another apple staff member at the table directly opposite us, assisting another customer. He turned his head and looked over at us, and the customer he was assisting also turned and looked in our direction. I deliberately remained quiet because I did not want to cause an argument. Unfortunately, the experience continued to disappoint. After completing the collection, my brand-new iPhone was simply dropped into the small white Apple bag from a height. When you have just spent over £1,000 on a device, you expect it to be handled with some basic care. This was very different from my previous Apple experiences. Later, while a store manager was assisting me with another query, Prashant came back and said, “Please bring your phone next time you come to collect your device.” I had already explained and apologised about leaving it at home, so I found the comment unnecessary. Following the collection, I submitted detailed feedback through the post-collection email Apple sent me. The store manager called me today 24 September listened to my concerns and assured me that Apple takes feedback seriously. I appreciate him taking the time to do this. Unfortunately, this experience has made me seriously consider avoiding the Metrocentre store in future, despite it being much more convenient for me. I would rather travel to Apple Eldon Square than risk another experience like this. I do want to stress that this is specifically about my interaction with Prashant and not the whole team. I returned the following day to collect an Apple Watch Ultra and was assisted by two gentlemen, Sam and Ben, I believe. They were patient, professional, friendly and genuinely helpful, going above and beyond throughout the interaction. Kudos to them — they provided exactly the level of customer service I have previously experienced from Apple. Sadly, my interaction with Prashant left a very bad impression and completely overshadowed what should have been an exciting experience collecting a brand-new iPhone. I sincerely hope Apple reviews what happened and takes the feedback seriously.
• HB

  Hilary Bolton

  Sep 21, 2026
  5.0
  I just wanted to leave a huge thank you to James at the Apple Store in Gateshead. He was absolutely amazing and helped my son retrieve his information from an iPhone that had been stolen. James was so calm, professional, polished and incredibly knowledgeable throughout. He explained everything clearly and made what could have been a very stressful situation feel so much easier. What a brilliant member of staff he is! Apple should be very proud to have someone like James representing them. He went above and beyond, and we really appreciated all his help. Thank you, James! ⭐️

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