Apple Guildford Town Centre

Avis

• KO

  Kevin Obida

  1 day ago
  1.0
  The store itself is great and well maintained. Unfortunately, my experience with some of the employees was very disappointing. I returned a phone case that I purchased online. The case was completely sealed and unopened. Before the return was processed, I clearly told the employee that I wanted a full refund back to my original payment card. I was told that would not be a problem. However, instead of receiving a refund to my card, I later received an Apple Gift Card for the same amount. I contacted the store to explain that I never agreed to receive a gift card and that I specifically requested a refund to my card. Since then, my concerns have been ignored and I have not received a proper response. What frustrates me most is that I was given incorrect information at the time of the return. If a refund to the original payment method was not possible, I should have been told that upfront so I could make an informed decision. The store is perfect, but the employees are not. Good customer service means listening to customers, providing accurate information, and following through on what was promised. Unfortunately, that did not happen in my case. Very disappointing experience, especially from a company that prides itself on customer service
• TK

  tanu kooner

  4 days ago
  5.0
  Anita provided outstanding customer service. My phone repair was taking much longer than expected, but she went above and beyond and arranged a brand-new replacement phone for us. She was professional, helpful, and genuinely caring throughout the process. Truly appreciate her efforts. Apple is lucky to have someone like Anita on their team 👌🏼
• MS

  Mandy Sandhu

  Oct 23, 2026
  1.0
  I called the store to inquire about the iPhone 18 Pro Max and simply wanted to know how much I would need to pay upfront. The representative, Shyanne, started asking me several unnecessary questions that had nothing to do with my original inquiry. I politely explained that I am not very tech-savvy and have been using iPhones for years because I find them reliable. I also made it clear that specific features were not important to me. Despite repeatedly asking about the upfront cost, Shyanne continued avoiding my question and asking things like, “What features are you looking for?” even though I had already explained that features were not my concern. She also started asking me, “What happened to your current phone?” I found this question completely irrelevant to my purchase. I was not calling for troubleshooting, repairs, or advice about my existing phone. She was not going to fix my phone, so I did not understand why I needed to explain what happened to it just to get a price for a new one. Whether my current phone is working or not has nothing to do with my right to inquire about purchasing another phone. What frustrated me most was that even after I politely explained myself multiple times, she continued asking questions instead of providing the information I requested. It felt as though she was more interested in questioning my reasons for buying a phone than actually helping me make a purchase. I found the entire conversation frustrating, unnecessary, and unprofessional. I understand that sales representatives may ask questions to understand customers’ needs, but there is a difference between being helpful and repeatedly asking irrelevant questions while ignoring a customer’s straightforward request. I should not have to justify why I want to purchase a new phone or explain what is wrong with my current one just to find out the upfront cost. I expected basic customer service, a clear answer, and respect for my time. Unfortunately, that was not my experience with Shyanne.i had to hung up the phone without getting the answer I called for.
• MS

  Marina Soula

  Oct 18, 2026
  5.0
  We revived the best service in this location. Shout out to Jasmine and her manager (can’t remember his name, young blonde guy) who literally answered every question we had, and helped us solve any issues we had. I have always had great experience but this time they literally went above and beyond. Thank you so so much both. Jasmine you will definitely be an amazing lawyer. We will come back to order the duo when it’s available!
• KK

  Kim

  Oct 8, 2026
  1.0
  Very upset after my experience at Apple this afternoon 08/10. Walked in wanting to purchase a case and a screen protector for my new iPhone and was approached by an employee named NIMRAT. She processed my transaction, asked if I needed a bag, so I responded yes and then she said I needed to pay for it LOL like why wouldn’t you ask me before I pay. She told me she would go grab the bag and went off to wander and speak to her colleague leaving me standing there waiting for my screen protector to be installed. I had to go ask another employee to finish what she started. Not only was she unprofessional and incompetent, she grabbed the WRONG screen protector… this ordeal ended up taking 30 MINUTES FOR A SCREEN PROTECTOR AND CASE. Why would an employee think it’s appropriate to lie to someone tell them they’re grabbing something and that they’d return? If NIMRAT wanted to go talk sh*t to her friend & wander around she should at least have the guts to tell me she didn’t wanna serve me. The manager is incompetent too lol didn’t even know how to do a service recovery job, took her side couldn’t even comprehend that a customer shouldn’t be walked off on and left hanging after they’ve shopped and paid. As a repeated customer at this location, its very unfortunate that I’m left feeling disappointed and had to deal with this level of unprofessionalism. Nothing in that store is cheap.