Apple Bentall Centre

Reviews

• FU

  Faide Usluer

  2 days ago
  1.0
  Disappointment!! They do not aware about their policy and lead us with wrong information about booking and walking. Our time value as yours!! Please be mindful for your customers.
• SH

  sheida Heydari

  Aug 2, 2026
  2.0
  I accidentally damaged my laptop and booked a Genius Bar appointment at the Apple Store Kingston Bentall Centre to have my laptop repaired. During my appointment, I realised I didn’t know my Apple ID password, so I had to reset it and wait for an hour before continuing. I returned after the hour and was seated, but then I waited for another hour without any update. As I had a train to catch, I politely approached a member of staff, “Indy”, to ask if she could give me a rough estimate of how much longer I would need to wait. I completely understand that the store was busy and that delays can happen, but the way I was spoken to was extremely disappointing. Indy responded in a very dismissive and confrontational way. When I asked if she could give me a rough timeline, she said: “I can’t give you any timelines. As you can see, the store is really busy. You were away for an hour doing I don’t know what you were doing for an hour, and now you’re back and you have to stay here until someone is free to help you.” The tone and wording were extremely inappropriate. I was not complaining about the waiting time; I was simply asking for an estimate because I had a train to catch. Instead of receiving help or reassurance, I felt blamed and spoken to disrespectfully. After this interaction, Indy walked away and did not offer any further assistance, so I had to approach another member of staff. Eventually, another colleague became available and helped me. He was professional and apologised for the previous interaction, which I appreciated. I understand that busy periods happen, but customers should still be treated with basic respect and professionalism. My issue was not the wait itself it was the unnecessary attitude and the way I was spoken to when I politely asked for information.
• TD

  Trevennon Dakota

  Jul 29, 2026
  1.0
  By far the worst customer service I've had from any Apple store. They've had my MacBook for a week awaiting repair, I missed a call from the store thinking it was ready to collect - I have tried 14 times over the last 2 days, along with 3 different support agents calling multiple times, and the phone just rings and rings and rings until it cuts off. I finally spoke with a senior agent/manager and she explained that there's a requote from the £0, to £229 for apparent liquid damage, the issue was the MacBook being dropped and shocking the display, there may be liquid damage but that isn't the cause of why my MacBook went in to be repaired?! I asked if there were any photos of all the sensors? Nope - funny that. I have received no requote from the store and they've only tried to contact me once?! The agent even remotely accessed my phone screen to see My Support and there was absolutely nothing about a requote there even though Bentall Centre have apparently said they've sent me an email - they haven't, we even tested it. How is the biggest tech company so shockingly awful with digital communication? Needless to say, I still haven't been contacted and I'm unable to travel into the store as I'm a wheelchair user and house-bound. So my MacBook is stuck with some technician somewhere until Apple Bentall Centre decide that it's probably a good idea, if they say "You need to contact the Genius Bar at your earliest convenience" that they have a phone on the shop floor?! I saw someone else have similar issues and they had his business MacBook for 2 months. I'd encourage you to take your repair to a different Apple store because this is pathetic.
• MG

  Mehmet Guven

  Jul 28, 2026
  1.0
  Really bad customer service, they had me waiting for an entire month for a replacement after they broke my keyboard during another repair. So overall, my laptop was in the Apple Store for roughly 1-2 months. Oh, this is a business laptop by the way; this is Apple's turnaround time on a business laptop. When asked about the progress of my laptop, apparently Apple thought hiring a "rude girl" was an appropriate person to man the phones. I'm surprised she didn't tell me to do one over the phone, as I got into a full-blown shouting match with this lady. With Apple faltering on security, giving the UK government backdoors (that we even know about), and poor customer service and a complete lack of software development, the patterns are on the wall. Apple is no longer the company it used to be. I won't be buying any more products from this company. I spend roughly 4000 quid on average yearly on computer hardware. I even just bought an oppo find n6. Well played Apple. Regional needs to clean house on this store, an Apple store with this low of a rating is clearly a sign of something.
• CN

  clocks Nolan

  Jul 18, 2026
  5.0
  I wanted to leave a review for Jack at the Apple Store in Bentall Centre, Kingston, after receiving some of the best customer service I’ve ever experienced. My little sister and I came in needing help with a phone and a laptop, and although both devices unfortunately turned out to be beyond repair, Jack couldn’t have been more helpful. He was patient, knowledgeable, honest, and took the time to explain everything clearly without ever making us feel rushed or pressured. Even though it wasn’t the outcome we had hoped for, the experience was genuinely outstanding. Thanks to Jack’s advice and professionalism, I ended up purchasing a new computer with complete confidence. His friendly attitude, expertise, and willingness to go above and beyond completely changed what could have been a disappointing visit into a fantastic one. Jack is a brilliant representative of Apple and an outstanding example of what exceptional customer service looks like. If every member of staff provided service like this, retail would be a much better experience. Thank you again, Jack—you’ve gained a very happy customer, and I hope your hard work gets the recognition it deserves.

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