Apple Bluewater

So after phoning in advance, booking an appointment, having spent four hours in the store driven a round-trip of 120 miles Apple, can you believe it on it? Do not accept payment for AppleCare on Apple Pay! As a business we have 50 or so devices among us staff and Office and I cannot believe the awful level of service we’ve received today. Firstly, we arrived on time for our appointment and we’re told there was an hour and 20 minute delay. We came back when we received a text message to sit at a table for another hour. Eventually, a lady strolled over she was rather not interested. Basically went through the process Lost our data three times, dealt with everybody else on the table and kept losing the data. It came to paying the excess and they cannot take Apple Pay in an Apple Store for the excess! I did a brief survey around the table we were sat on and nobody could believe that you could not use Apple Pay in an Apple Store. So by the end of it all we have wasted four hours or so + 2 1/2 hours of driving to be advised that it can be replaced over the phone using Apple express replacement. I spoke to the manager who was like a robot reiterated the same thing and being a business who spends thousands a year on Apple upgrades and devices apparently means absolutely nothing! So we are returning home with a broken Apple Watch and having to ring it through on the phone. Last Apple device we will be purchasing. Appalling show.

Went in for a visit today 11/10 and was served by Brendan, just want to say how great he was, talked me through every option with me, loads of patience and didn’t feel rushed at all. He made sure I was happy the whole way through the process of buying a new iPhone and made sure everything was right. Amazing customer service. Thank you so much Brendan!

amazing staff, created a lovely atmosphere when I visited the store and the service was even better. Really happy with how quick the turn around was for my repair, dropped my iPad off for a repair on the 6th and was ready by the 11th. Please make sure you’re apple care covered, saved me £220!!!

I visited blue waters Apple Store today with a disappointed and unpleasant experience during the visit. While browsing iMacs in the display area with my children, we moved a few unoccupied stools from the customer consultation area to make our viewing more comfortable. After a short while, a staff member approached us and asked that we return the stools, stating they were needed for other customers. I explained that the stools had been unused for quite some time, and during the next 15 minutes we remained in the store, they continued to remain completely unoccupied. Despite this, the staff member insisted on their removal with the justification that someone might need them. Frankly, this felt like a dismissive and untruthful response. The tone used was unnecessarily curt and gave the impression that our comfort and presence were not valued. It was especially frustrating given that we were potential customers actively exploring your high-value products. I would like to ask: • Is it Apple’s policy to discourage customers—especially those with children—from making reasonable use of available seating while browsing? • If so, why are there no stools or seating arrangements provided in the display areas, particularly for families with children who may need a moment to rest during the shopping experience? • Are staff trained to approach such situations with customer empathy and flexibility, or simply to issue instructions without genuine engagement? I expect better from a brand like Apple, which prides itself on innovation and customer-centricity. It was disappointing to feel unwelcome, and even more so to witness such inflexible and arguably disingenuous reasoning from your team. I hope you take this feedback seriously and consider improving the accessibility and staff training within your stores. A simple addition of a few stools in the display areas, and a more respectful customer interaction policy, would make a significant difference.

I had some issues with my phone and came to the Genius Bar to see what was wrong with it. Had an amazing experience!! The staff were very helpful and I only waited about five minutes to be seen by a technician. He was very helpful and friendly, though I didn’t catch his name. My phone was ready to pick up within two hours, the turn around was extremely quick. I’ve never visited the Genius Bar before but I am impressed by the quick and quality service :)

My first ever visit to the Apple Store @ Bluewater to transfer data over to my new iPhone 17 and what can I say… Very welcoming staff particularly 2 guys, think one may of been called Brandon and his colleague, sorry didn’t catch his name (had dark hair). Extremely knowledgeable, helpful and kept their cool in a very busy environment. Excellent customer service! Thank you for your help! Lorraine

We visited the Bluewater store for help setting up our new phone from our old one. We are in our sixties with no clue what to do. We were assisted by Lucy who is a credit to the store she was absolutely amazing, so patient and friendly. Couldn’t have asked for better service thank you Lucy

I visited store in Bluewater and my help was Tonny. What a lovely and helpful store assistant. So professional and honest. Book for me Apple customer service to help resolve problem. When I realise I have problems with missing photos my store manager assistant advised go to Bluewater Apple store and get advice and she know Tonny. She was 100% wright about Tonny knowledge. He did eveyrhing to help me. My rate10 out off 5. Thank you Tonny. Loniya from O2 store in Eltham (security)