Apple Tacoma Mall

Reviews

• MM

  Mark McMillian

  1 day ago
  1.0
  Review Title: Disappointing Service – Sale Lost I visited the Apple Store at Tacoma Mall to ask about a Mac Pro with the new M5 chip. I approached a sales representative (young man with curly hair) and asked a straightforward question. His response was, “I don’t think so, let me check and I’ll be right back.” Instead of returning, he went to chat with other employees and never came back to assist me. This lack of follow‑through was frustrating and unprofessional. I was ready to make a purchase in‑store, but because of the poor service, I’ll be buying online instead. Apple products are excellent, but the customer service here fell far short of expectations.
• JN

  Julian Navarrette

  Nov 16, 2025
  5.0
  I bought my Apple Watch ⌚️here and the man who helped me was very nice and the service I got was very great! I always come here if there’s something wrong with one of my devices or I just want to check out the latest tech. 5 stars!
• MK

  Matt Kunkle

  Nov 14, 2025
  1.0
  The customer service is terrible here. They made commitments that they then walked back and were unable to honor. Their "customer experience manager" Mark Mandell was argumentative and refused to offer any help after they deceived me. I asked for a contact of the store manager or regional manager and was told they were not allowed to provide that information. I would have returned the purchase but it was a gift for my wife.
• BB

  Blair Beadnell

  Nov 9, 2025
  1.0
  It seems impossible to call directly to the store anymore. I wanted to have the battery replaced in my iphone. Before scheduling it online, I wanted to know how long it would take since I live over an hour away. It turns out that when i called their number, i immediately got routed to apple’s main call center where, after navigating the phone tree, i reached a dead end. the person who told me only the local store could answer the question. I pointed out there appeared to no way for me to reach the local store since my calls get routed to the call center! That pretty much was the end of the call.
• RW

  Rome Whittemore

  Oct 26, 2025
  1.0
  The Apple Store at Tacoma Mall completely failed to uphold any of Apple’s Steps Of Service or competencies during my visit. An experience that was not only disappointing but shockingly unprofessional for a brand built on customer experience. As someone from out of state, my first impression of this location was appalling. There was no greeting, no acknowledgment, and no effort to inquire about my needs. Several employees stood around staring at their iPads, seemingly checking Genius Bar schedules or Kronos instead of paying attention to customers visibly waiting for assistance. Not one person looked up to offer support, guidance, or even a basic “Hello, welcome to Apple.” The level of disengagement was stunning. To make matters worse, my girlfriend went in separately to pick up AirPods I had purchased online for her. Her experience was just as cold. No greeting, no assistance, just blank stares. For a company that preaches “enriching lives through connection,” this store felt lifeless and indifferent. As a Director of an IT company and a small business owner myself, I find it disappointing that no one inquired about business needs or potential partnerships. Something that directly impacts Apple’s business metrics and relationship building goals. That simple lack of initiative alone demonstrates a complete breakdown in awareness and ownership. "Good enough" isnt because what you do, says who you are. Here are some things to work on since there was no enrichment coming from this store or employees. Tacoma Mall store shows clear gaps in the following competencies: • Approach & Connect: No effort was made to engage or make the customer feel welcome. • Discover: No curiosity or attempt to understand customer needs. • Communicate: Lack of proactive communication or guidance at every point of contact. • Own: No visible ownership or accountability for guest experience. • Team: Zero collaboration or collective effort to ensure customers were served. If this is the standard Apple is allowing, the Store Manager is Allowing, the Lead Genius is Allowing and the Product Zone Manager is allowing, it’s unacceptable.I was looking to make a move to Washington and utilizing Apples Services as you can tell I am very familiar with them. After this experience my IT company will not be purchasing or recommending Apple hardware moving forward not because of the product, but because the customer experience at this location has proven Apple’s service promise is not being lived out at the front line.

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