Apple Trinity Leeds

Reviews

• VZ

  Vish Zack

  3 days ago
  1.0
  I am extremely disappointed with the service I received at iStore Trinity. My phone suddenly became completely unresponsive and would not charge, leaving me without access to calls, messages, banking apps, work communications, and essential personal information. Given the urgency of the situation, I went directly to the store because I was unable to even book an appointment without a working phone. After waiting 15–20 minutes to speak with an advisor, I was asked to wait while they attempted to restart the device. After a further 30 minutes, nothing had been resolved. I was then told that I would need to book an appointment and wait several more hours before any technician could assess the device. What I find unacceptable is that a customer who has spent thousands of pounds on a premium Apple device is expected to wait hours for assistance when the phone has completely failed without warning. An emergency technical failure should be treated as a priority, not handled through a standard queue with no flexibility. I requested a temporary replacement device due to my work commitments and was told none were available. I then asked whether the store could retain the phone and assess it later, but this was also refused. At every stage, there was a lack of practical support and no effort to provide a reasonable solution. Most concerning of all, even after speaking with the manager, no meaningful assistance was offered. The manager was unable or unwilling to take ownership of the situation, escalate the matter, or provide any alternative support. If management cannot help customers facing urgent device failures, it raises serious concerns about the level of customer care being provided. This experience falls far below the standard I would expect from a premium retailer representing Apple products. I left the store with the same unusable phone, no solution, no temporary device, and no confidence in the support being offered. This is, without question, one of the most disappointing customer service experiences I have encountered.
• CZ

  Connie Zhou

  Jun 8, 2026
  1.0
  Service from staff was horrible. I wanted to buy a iPhone and the staff had no interest in helping me, white guy with short beard and tall was extremely not interested in helping me and stood next to me as if helping me when I was literally asking him for help. I honestly expected better. I know Apple employees are busy but I’m sure it’s not up to this point.
• MM

  Mads

  Jun 3, 2026
  1.0
  I wish I was giving 5 starts because most of the members of staff in the store couldn’t be more helpful if they tried. Especially Tek (sorry if miss-spelt), she is absolutely amazing! HOWEVER! The manager (didn’t catch her name but an older lady) needs to be sacked. Her attitude and customer service skills are atrocious. She didn’t even try to at least pretend to be helpful. She basically just fobbed us off after we had made a booking for repair and traveled from other end of Leeds. 1 bad member of staff really does let the entire team down. REPLACE - To keep up good reputation.
• MS

  Maryam Syed

  May 31, 2026
  5.0
  We were assisted by Andy who honestly had so much patience! My husband was trading in his phone but it was causing a few problems due to an iOS update - Andy was extremely patient and kind so thank you to him!!
• TT

  Taibah

  May 28, 2026
  1.0
  Purchased an iPhone 17 Pro Max from Apple on 21st May and returned it a week later due to battery and microphone issues, which should not be happening when purchasing a brand new phone directly from Apple. I appreciated being able to exchange it for a new one, and the woman I first spoke to when entering the store was lovely and helpful. However, I was disappointed with the customer service afterwards. I understand the store was busy, but the overall attitude from some staff felt dismissive and unprofessional during what was already a frustrating situation. During the exchange, I was given a new box and charger, but another staff member then removed the charger because I had already received one with the original phone. I completely understood this and had no issue with it, but the way it was handled and spoken about came across rude and unnecessary. What disappointed me most was the lack of empathy throughout the process. There was no apology for the inconvenience of having to return a brand new phone only a week after purchasing it outright, and no manager came over to speak to me directly or check that everything was being resolved properly. Instead, the manager’s attitude and manner made me feel uncomfortable rather than valued as a customer. For a company like Apple, where customers are spending a significant amount of money on premium products, I expected much better customer service, communication, and professionalism.