Apple Sainte-Catherine

Avis

• WW

  Wei

  2 days ago
  2.0
  Came here to replace a lost AirPod and unfortunately they gave me the wrong side? When I came back the next day, I was met with terrible service from RABY who was downright rude and unempathetic. She wanted me to wait AN HOUR because I didn't have an appointment, which I completely understand if I had a regular new issue. But to ask me to wait for an hour when it was the store's fault - where if I had received the right item to begin with, I wouldn't even be there? That's ridiculous. She refused to listen to what I was telling her about why I was there, was extremely rude and condescending and I don't think that's the Apple standard of service. Only when I asked to speak to a manager, then they put me aside and got someone to talk to me shortly after. Hassan was great and friendly, and once the Floor Manager actually came over and understood the problem, they swapped it out for me immediately and apologised. Apple, please train your Geniuses to have better service standards - particularly Raby from the Sainte-Catherine branch! Worst Apple staff member I've encountered and I've been to Apple Stores in 3 different continents. +1 star because Hassan was lovely, but I cannot emphasise enough how horrible Raby was.
• RR

  Rubal rck

  3 days ago
  1.0
  Disappointing Customer Service Experience I purchased an iPhone 17 Pro Max for $2,010.46 and also booked an appointment online for a Vision Pro demonstration. I arrived at the store and waited for my appointment, but I was eventually told by a manager/lead that the Vision Pro appointment could not be accommodated because the store was busy. What disappointed me most was seeing employees having casual conversations with each other at the same time, while the manager/lead was also standing there talking with staff. From a customer’s perspective, it was frustrating to wait for a scheduled appointment and then be told it couldn’t be done because the store was busy. I’m really disappointed with the level of customer service. I hope this feedback encourages the store to provide additional customer service training and improve how scheduled appointments are handled.
• YP

  Yasaman Pishvaei

  3 days ago
  1.0
  This review concerns Apple Canada's online-order/customer-service handling rather than the staff at this particular store. Very disappointing experience with Apple Canada. I ordered a custom-configured 14-inch MacBook Pro on August 4 and needed it before August 18 because I am leaving the country. I selected August 14 pickup and then spent approximately 40 minutes on the phone with Apple specifically to make sure everything was okay. The representative reviewed my order, assured me everything was fine, and told me I would be able to pick it up on August 14. The very next day, Apple cancelled the order. I then spent several more hours across multiple calls trying to resolve the situation. A sales representative, Fernando, eventually found a 16-inch alternative in Montreal and was looking into a possible accommodation because I was having to accept a different and more expensive computer. The call was disconnected before anything could be finalized, and I received no callback or confirmation. The following day I spoke with another advisor and a supervisor, but Apple ultimately offered no discount, no accommodation, no expedited replacement, and no other solution. I understand that orders can sometimes be cancelled. What is unacceptable to me is that I specifically contacted Apple beforehand to verify that everything was fine, relied on their reassurance, and was then left with almost no time to find an alternative.
• SH

  Samra H

  Aug 8, 2026
  1.0
  ***USLESS SCREEN PROTECTOR COVERAGE DONT BUY IT SCAMMERS *** Worst customer service after buying they are really nice when you go buy but immediately change for services after I bought the screen protector 2 years plan which is sold by them but it’s belkin product they charge you 55$ before taxes and told me that i can come whenever any number of times to change my screen protector which brooks so fast I went to change mine and they said you have to order first at your house and then they will just apply and the cost of shipping is 17$ with taxes every time you need to change protector The 65$ at the start and 17$ each time when you need to change screen protector such a useless service and fraud they don’t want to reimburse I hope i will be able to just return my stupid phone and switch to samsung forever ***USLESS SCREEN PROTECTOR COVERAGE DONT BUY IT SCAMMERS ***
• TM

  Thang MACH

  Jul 28, 2026
  1.0
  Dear Apple Customer Relations, I am writing to express my disappointment with a recent warranty experience involving my iPhone 17 case. I have been a loyal Apple customer for more than 20 years, and this is the first time I have felt let down by the level of service I received. In mid-June, I visited the Apple Store on Sainte-Catherine Street because my iPhone 17 case had become defective after only three months of use. I was assisted by an employee named Jackilou. During our conversation, I asked whether I could exchange my defective case for a transparent Apple case instead, as I no longer wanted the same model due to concerns that the issue might happen again. Jackilou told me this would be possible. However, she explained that I could not receive one of the transparent cases that was already in stock because those were reserved for retail customers and not for warranty exchanges. Although I found this policy unusual, I accepted her explanation. Since the Laval Apple Store is much closer to my home, I asked if the replacement could be transferred there. She agreed and told me to wait for an email or text message when the replacement arrived. I visited the original store on June 15. After waiting until July 27 without receiving any email, text message, or phone call, I went to the Apple Store in Laval to check on the status myself. To my surprise, the staff there had no record of any transfer or replacement request. The manager asked me to start the entire warranty process again. I also asked whether I could receive the transparent case instead of another defective-model replacement. Unlike what I had been told at the Sainte-Catherine store, the manager initially said this was not possible. I explained that I had already been promised otherwise by another Apple Store and expressed my frustration over the inconsistent policies and communication between locations. After hearing my concerns, the manager eventually agreed to provide me with the transparent case immediately from the store’s inventory(transparent case is cheaper than my the defective case I bought). While I appreciate that he resolved the issue, it should never have required a second trip, over a month of waiting, and a complaint before the matter was handled properly. My disappointment is not about the defective case itself—products can occasionally have issues. What concerns me is: * The apparent failure to process or transfer my warranty request. * The complete lack of communication for more than six weeks. * The inconsistent information and policies between two Apple Store locations. * The unnecessary inconvenience and time spent resolving a problem that should have been straightforward. I have always associated Apple with exceptional customer service, which is one of the reasons I have remained a loyal customer for over two decades. Unfortunately, this experience did not reflect the high standard I have come to expect from Apple. I hope Apple will review this incident, investigate what went wrong with my warranty request, and ensure that customers receive consistent service and communication across all Apple Store locations. Thank you for taking the time to review my concerns. I look forward to your response.

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