Apple The Promenade at Chenal

I’ve always had good experiences at Apple Stores, which made my recent visits to this location disappointing. On my first visit, I had a Genius Bar appointment to replace damaged AirPods. Despite the appointment, I waited nearly an hour while the employee assisting me was also helping another customer and training someone else. During that visit, I asked about an issue with my laptop and was directed to another employee, who had me leave it overnight. When I returned the next day, the experience worsened. The employee I was told would help me avoided eye contact, appeared distracted by his phone, and told me someone else would assist me. I was redirected again, asked for help setting up my laptop, and then left waiting with no follow-up. No one came to help, and I eventually left the store without my issue resolved. The consistent issue across both visits was a lack of ownership and basic engagement. I never felt that any one person was responsible for helping me, which was surprising given Apple’s usual standards.

Since there's only one Apple store in the entire state of Arkansas — Apple at the Promenade at Chenal — it's understandable that there's often a wait for service, especially on Saturdays. Even so, the staff seem to make an effort to offer service quickly, and it's almost always professional and helpful. We especially appreciated Jamie, who worked with us last week as we bought a new iPhone. He couldn't have been friendlier, more courteous, and more helpful. Ditto Alexandra, who helped us when we brought in a computer we no longer needed us and gave us a trade-in price for it. One cavil: the high stools are not especially helpful for senior citizens who need to sit as they're waited on. I understand the sleek postmodern style the store is going for. But even with that style, I'd think some more comfortable chairs might be found for the many older customers who come into Apple on a routine basis. Parking is always a problem at the Promenade, too, though that's not Apple's fault. It's a built-in problem for the whole shopping center.

Pretty unorganized. I came in and no help. Saw an individual towards the back helping another individual asked me if I needed something. Told him I was needing a screen protector, told me he couldn’t help me and to go to the front and someone will help me. Waited about 25 minutes at the front, but apparently I’m invisible because they were quick to help the people that came in after me. Decided to leave since apparently my business is not worth the acknowledgment.

Well, I had an appointment at 1:45pm and checked in at 1:45pm. Nobody came to me until 2:12pm after I complained several times. What’s the point of appointment if we have to wait for almost 30 minutes??Even worse was, obviously there were several employees idle and just browsing the store. The security guy, receptionist, and another guy named Patrick were not kind and didn’t care how customers feel. I have visited more than 20 apple stores across many states, and this store provided me with the worst experience ever. Oh, the person who helped me at the genius bar was good enough though.