Apple La Encantada

Reviews

• VO

  Victor Manuel Banuelos Ozono

  May 10, 2026
  5.0
  Todo resultó cuál se esperaba de una empresa seria. Hicieron el cambio sin ningún problema.
• JH

  Joshua Harley

  May 10, 2026
  5.0
  I had an amazing experience at the Apple La Encantada, especially thanks to Jimmy. I drove all the way from Phoenix to Tucson because no Apple Store in Phoenix had the iPhone 17 Pro 1TB in silver that I wanted. I previously had the iPhone 17 Pro Max in the same color and storage, but I realized it was just too big for my hands, so I decided I’m sticking with the smaller Pro models from now on. When I arrived after a two-hour drive, my pickup order still showed “processing” even though I had already been charged around $1,600. I called Apple customer service like Omar (who was also very kind and helpful) suggested. Customer service assured me the order would be ready within 10 minutes, even though the store was about to close. Unfortunately, that never happened. While I was quietly waiting at a table, Jimmy noticed I had been there for a while. Even though he was helping other customers, he stopped to check on me multiple times. Once I explained the situation, he immediately took initiative and said something seemed off. He checked my order confirmation, looked into the system, and came up with a smart solution: if the order wouldn’t process, we could cancel it, refund it, and simply purchase the phone directly in-store since they actually had one left in stock. That idea ended up solving everything. Jimmy stayed patient, professional, and determined to help me, even right at closing time around 8 PM. He verified the inventory himself, canceled the stuck order, helped me purchase the phone successfully, and reassured me the refund would come quickly — and it actually came back within a day. What stood out most was that Jimmy genuinely cared. He understood that I had driven all the way from Phoenix just for this phone, and he didn’t want me leaving disappointed. His customer service went above and beyond, and honestly made the long drive completely worth it. Thank you again, Jimmy. You absolutely deserve recognition for your professionalism, efficiency, and kindness. If I’m ever back in Tucson, I’ll definitely stop by this Apple Store again.
• BS

  Bret Summers

  May 9, 2026
  1.0
  Is there less than 1 star? Employees who act like you're a burden. Poor customer service and won't repair something that continues to not work. They don't stand by their own repair work. Paying for a name, not quality.
• TG

  Tylor Goodine

  May 1, 2026
  1.0
  I arrived at 3:30 PM intending to purchase an iPhone. No advisor greeted me at the door. I waited and made eye contact with multiple employees to signal that I needed help. After 30 minutes with no assistance, I approached an employee near the front who told me to wait where I was and the next available advisor would come to me. Another 45 minutes passed with no one coming over. I then joined a line near the Genius Bar and waited about 30 more minutes. An advisor finally greeted me — she was helpful, but visibly hesitant to assist with setting up a new T-Mobile account. She repeatedly suggested I see someone who could give me more time, then called over a nearby advisor who was not helping anyone at the moment. That advisor told me it would be another 15-minute wait. When I pointed out I had already been in the store for more than an hour and a half, she simply shrugged and walked away. In total, I spent nearly two hours in the store, was passed between staff, and left without the purchase I came to make. That kind of treatment isn’t what I expect from Apple, and I’d appreciate a response on how this is being addressed.
• PP

  Poly

  Apr 23, 2026
  1.0
  I was sold a defective phone. When I returned to address the issue, my concerns were repeatedly dismissed rather than properly addressed, and the interaction became increasingly hostile. During one interaction with a manager, she was confrontational and pointed her finger in my face, which I found completely inappropriate in a customer service setting. After being told I would receive a refund, I returned the phone for the required evaluation. The store took possession of the device at that time. However, I was later told that I had not provided the phone, which directly contradicts what occurred during the return process. They proceeded to attempt gaslighting me and denied ever taking possession of the device. This has not been resolved. Apple's promises are nothing but lies. Avoid this place at all costs.

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