Apple Kahala

Reviews

• AC

  Anthony Calleja

  Feb 1, 2026
  1.0
  Dear Apple Store Management, I am writing to formally express my disappointment with my recent experience at the Kahala Apple Store. Prior to visiting the store, I called ahead and explained that I live approximately an hour and a half away and planned to arrive around 2:00 PM to purchase an iPhone 17. I clearly stated that I needed the phone to be unlocked, set up with my wife’s Apple ID, configured with T-Mobile, and that my goal was to leave the store with a fully working phone. I was explicitly told this would be possible. I arrived at the store at approximately 2:10 PM. I first spoke with Brendon, explained my needs again, and was then passed to Nick. Nick appeared rushed, and after I once more explained my requirements, I asked about a military discount. He confirmed one was available but instructed me to go online and pay for the phone myself. After completing the purchase, I was told I would need to wait before the phone could be set up. While waiting, I attempted to get help with my wife’s iPad Pro, which was unable to install the latest update. Brendon was unable to resolve the issue and passed me to Kalleo, who was neither polite nor welcoming. Kalleo was also unable to resolve the issue and passed me to Whit, who again attempted the update but continued receiving an error message. I was ultimately told there was an error but that no one knew what it was and that the issue could not be fixed. I then returned to waiting for the phone. Later, I informed Brendon that I also wanted to purchase AirPods for my wife’s iPad Pro. I was assisted by Jenny, who was the only employee during my visit who was genuinely caring, friendly, and helpful. She successfully brought out my phone and AirPods and paired the AirPods to my wife’s iPad. At approximately 4:10 PM, Brendon returned, and I asked him to proceed with setting up my wife’s phone as originally promised. At that point, I was told that we were “past the window,” that phone setup must be done at the time of purchase, and that the phone could not be unlocked. None of this had been disclosed earlier, despite my explaining my requirements clearly both on the phone before arriving and in person to multiple employees. When I requested to speak with a manager, I was approached by Tyler, the supervisor. His demeanor was dismissive and unprofessional, and he showed no concern for the fact that I had been passed from one employee to another for an extended period of time. Overall, many employees appeared more focused on talking amongst themselves than assisting customers, and there was a noticeable lack of basic customer engagement, friendliness, or attentiveness. In total, I spent over two and a half hours in the store. While I did ultimately receive a refund for the iPhone, the entire experience was exhausting and frustrating. It was also a significant disappointment for my wife when I returned home without the phone that we had been assured could be purchased, unlocked, and set up during this visit. Given the misleading information provided before and during my visit, the lack of transparency, and the poor customer service throughout, this will be my last visit to the Kahala Apple Store. I hope this feedback is taken seriously and used to improve training, communication, and customer service standards at this location. Sincerely, Anthony
• JW

  joshua W

  Dec 5, 2025
  1.0
  Worst apple store on island employees are LAZY! said per their policy they can do a data transfer when its apple phones! Horrible rude service luckily att right by was more than happy to help great team over there
• DE

  David E

  Dec 3, 2025
  4.0
  Seemed OK. Just visited briefly. I dislike the elitest booking stuff it's posturing. Service at a phone store should be 1st in ... etc but it's an Apple Store thing. One can walk into any store for an android & for that matter Apple & get immediate service.
• CW

  Christine Wiley

  Nov 19, 2025
  1.0
  3 hour wait on day 1 - 4 hours on day 2. (Even with an appointment') You get tossed around and "serviced" by a kaleidoscope of employees in red shirts, none of whom could truly be dubbed "genius". The manager was actually the least effective of them all, , which is reflective on why a 30 minute simple fix turned into several hours over the course of two days. Too depleted to go into specific details, just know this shop will steal your soul.. Despite this knowledge and bad experience I walked out with 3 new phones and all the needed accessories, only to be told on my way out they actually had the part to fix my cracked phone, which was the original reason I entered the store. Originally I was told they didn't have the part - so I made a new purchase,- only after transferring my sim card to the new phone did they magically discover they had the part and could have repaired or replaced my phone for hundreds, instead of thousands in new equipment I didn't need. . The business model is high on sales, a bit of hostage takeover vibes and low on actual knowledge of the products.. . . save your time and energy and buy online. I'll never get those two days back. Apple Kahala , you can do better.
• UU

  UBMSB UBMSB

  Oct 11, 2025
  5.0
  Best Apple store I have been to -- in California, Ecuador, Asia, and here in Hawaii. Their experts really are, and they go out of their way to help even if you are a walk-in with no appointment.

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