Apple Bentall Centre

Reviews

• JS

  Jordan Steven

  4 days ago
  1.0
  ⚠️ WORD OF WARNING: Complete Breakdown of Apple Support & Protocol As an Apple customer of over 15 years, I am absolutely appalled by the lack of customer support, broken internal protocols, and corporate indifference I recently experienced. I purchased the new AirPods Max (2nd Gen) close to release day, alongside AppleCare+ (totaling over £550). Straight out of the box, the headphones had severe hardware faults: the microphone, battery, and Bluetooth connection were all defective. I took them to the store and was promised a 1-week turnaround for a repair. Instead, a 5-week nightmare began: Two weeks passed with no updates. I had to call the store every other day and make in-person visits just to get information. Store staff told me I could get a refund, but then claimed the store "didn't have the option" to process it. I was passed "pillar to post" between online support and retail managers, with both sides denying responsibility and telling me to "wait indefinitely and rectify the situation myself". After 5 weeks of limbo, I was finally told that the Apple repair facility had completely lost my brand-new headphones; yet still no offer of a refund, replacement or any form of resolution. It took a documented 10+ hours on the phone, store visits, and a formal complaint for someone to finally resolve this. Ultimately, the store issued the refund—the exact same refund they spent over a month claiming was technically impossible for them to do. Once they actually clicked the button, it took less than 2 hours. I then followed up with apples privacy team to request all documentation around this case - which I am legally rightful to. I received receipt of this request and was told it would be with me in due course. Again, 3 weeks have passed, and still no documents, no follow up, nothing. Apple was happy to take my money, but my £50 AppleCare+ counted for nothing once things went wrong. If it weren’t for my persistent daily follow-ups, I would still be waiting. I will be deeply cautious about ever buying from Apple again. The ultimate irony exposes a cynical business model designed for Apple’s financial gain. I only bought these 2nd Gen headphones because my 1st Gen pair wouldn't power on, and Apple flatly refused to fix them - demanding £300+ for a replacement. That predatory anti-repair stance forced me to buy a new pair, alongside AppleCare+ to protect my investment. Yet, when this new pair arrived defective, Apple flipped their narrative and insisted on a "repair" they claim is impossible when you pay out of pocket. They arbitrarily switch protocols to trap consumers in costly replacement or insurance loops. This corporate greed is exactly why global Right to Repair laws are now cracking down on these artificial roadblocks. Apple prioritises profit extraction over its 15-year loyal customers.
• AK

  Adnan Khan

  Jun 18, 2026
  1.0
  I was given an appointment for 4:45 PM, but despite arriving on time, I was left waiting beyond my appointment time. I approached staff members several times to ask for assistance and explain that my appointment time had already passed. Nevertheless, nobody attended to me until after 5:00 PM. When I was finally seen, the employee who assisted me was rude, dismissive, and unprofessional in his manner. He informed me that the hardware had failed and that the only option available was to pay approximately £690. No written assessment, repair reference number, or detailed explanation was provided to me. What concerned me most was that while waiting, I observed another customer who appeared to have a similar issue with their device and was offered a replacement phone. In my case, I was simply told to pay £690. This left me feeling that my case was not treated fairly or given proper consideration
• SA

  Sara Aboelela

  Jun 14, 2026
  5.0
  had an excellent experience with Apple and wanted to specifically thank Isaac and the rest of the team for their outstanding customer service. After initially being told over the phone that my repair could take quite a while, I spoke with Isaac in store. He immediately took ownership of the situation, kept me informed, and managed to get everything sorted within 24 hours. His efficiency, professionalism, and willingness to help completely exceeded my expectations. The entire team was friendly, knowledgeable, and genuinely focused on providing the best possible customer experience. Thanks to Isaac’s quick action, what I expected to be a lengthy repair process was resolved incredibly fast. I am extremely satisfied with the service I received and would highly recommend this Apple Store to anyone. Thank you again to Isaac and the team for going above and beyond!
• SA

  Susan Allen

  Jun 13, 2026
  1.0
  Not happy with the customer repair service at Apple Bentall Centre Kingston. I had made an appointment to get my iPhone battery replaced or so I thought. Staff member carried out diagnostics and agreed new battery £85. They had the battery in stock so great I thought. Then I was told they had so many repairs that day they were backed up. I was told I would have to leave my iPhone all day and pick up at 7pm. I had travelled from Farnham and not able to stay until the evening. I arranged with the staff member to return on Thursday 18th June by 10am to ensure I can get repair done. I received an e-mail confirming repair can be done anytime before Friday 19th June. The next day I received another e-mail about the repair changing the repair date to Wednesday 17th June which I can’t do. I have called the phone number given for Apple at Kingston many times but it just rings and rings. Considering the cost of Apple products the customer service is not up to much unless you want to buy a new product.
• BS

  Bryan Sy

  Jun 1, 2026
  5.0
  I had a mixed experience when I visited the store last Sunday (31/05/2026) at around mid afternoon. I ordered an Apple Watch as a gift for my partner. I always get items of value delivered to my home, but given that it was a surprise present, I decided to drive with my 2-year-old daughter to my nearest Apple store to pick up my order. The store was busy, but I could see a lot of green shirts, so it was apparent that they were well-staffed that day. I approached one employee and mentioned that I was there for a pickup. I was then directed to the collection desk where there were 2 other customers ahead of me. Less than a minute after my arrival, Alex, who was at the collection area, acknowledged me and said that he would be with me in just a moment, which is a positive approach. A lot of customer support staff always overlook acknowledgment. In addition, you can see straight away that he genuinely wants to help customers. His body language is relaxed and his tone of voice is calm despite being busy. While waiting, I placed my carry-on bag on top of the waiting desk and my daughter on the desk while holding her and keeping her in front of me. Behind her was the acrylic holder that holds advertisements and product information sheet. Given that she was really close to the acrylic holder, at one point, she stood above it. It was a mistake on my part; I should not have allowed her near it or even put her on the desk. One of the staff highlighted that she needed to come off the table. I apologized and did what I was told. He then turned around, and his body language just shifted to being annoyed, which I find very unprofessional. I understand that, yes, it is common sense not to put a child on top of the table, even if I am holding the child at all times. And yes, there is a chance that the acrylic will break and potentially injure someone (very unlikely due to its thickness). it was a laps of judgement on my part. However, professionalism should be maintained at all times. There is no need to make faces or display unprofessional body language. We are adults; we can discuss and approach any situation like adults. Alex, who was standing across from me, saw that my facial expression changed from being calm to almost annoyed. He immediately came over to get my QR code for my order. As soon as he found the order, he immediately started working on it and even offered me a seat. This kind of customer service, attention to detail, is very rare. I was in customer service for almost 5 years prior to moving to my current field of work. This is the type of employee that can mitigate damage to a company's image and can turn an average and standard interaction into a positive situation. He recognized the situation, he acted immediately to mitigate tension and turn a negative experience into a positive experience. Thanks Alex, you deserve recognition for your hard work and exceptional service.

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