Apple Bentall Centre

Interesting experience this evening. Had a specific appointment for a battery change at 1820 tonight. Initially I was directed to the order point for “click and collect”. Once that confusion was resolved, it was noted I had arrived 15 mins early, and was told “the system cannot check you in until 1815” – sent off for a walk around the block. Returned and was checked in by a different member of staff at 1811 – perhaps the second member of staff was using a different system… Or perhaps the first member of staff was just feeling awkward. One of those statements is true! After sitting at the Genius Bar for some time, I was asked if I wanted to upgrade my phone – no thank you. My iPhone was then “diagnosed” and I was told that the wireless charging port was not working. I said this was strange as the phone had been charging in the car on the trip to the store. After some further discussion, a portable wireless charger was found, demonstrating that the charging capability was indeed working fine. It was pondered in-store that perhaps the Apple diagnostic software was to blame. Then it was onto the problem I’d booked for – a battery replacement. I was told that this would take 2.5 hours and my phone would be ready ay 2100. The appointment booked was a specific “battery service”, and the part was in stock. I was unable to wait, so queried the time it would take and was told that “many others” were in the queue in front of me. Come on Apple! An appointment was booked, the category of appointment was “Battery Service”, so you knew what I was coming for. When booking an appointment, one fully accepts that the work will take some time (up to an hour for battery replacement seems reasonable), but to be told the work cannot be started until 90 minutes after the appointment time because “many others” are in front of you in the queue is unacceptable. Rubbish customer service. Won’t be rushing back…

Outstanding customer service by Priya. Thank you for making our experience at Apple Store memorable. Its location within the Bentall Centre is great and accessible by escalators and lifts. Kind and helpful staff. Workshops and seminars are scheduled to help you to know about phones and iMACs.

After being almost robbed blind in the TRS apple store in croydon, this store was a breath of fresh air! I was met with immediate help on the spot with no appointment, i only waited 40 minutes after coming in for urgent assistance with my ipad. Customer service was friendly from the get go. 10/10 from me! I am very grateful! I wish i got the names of the persons whom assisted me but i didn’t, thank you for fixing my ipad.

I visited the Apple Store in Kingston with my wife on 22/11/2025 to purchase an iPhone 17pro. We first waited for over 30 minutes for a sales assistant to become available. When someone finally attended to us, we were told that they would not be able to transfer the data from our old phone to the new one because, although the store closes at 7 pm, they do not carry out data transfers after 6 pm. We agreed to do the data transfer at home and simply buy the phone outright. However, when we tried to proceed with the purchase, we were told that they could not sell the phone because their system had already closed. We were informed that even if we paid now, we would still have to return the next day to collect the phone. This was said while the sales assistant was holding the very phone we intended to purchase. What is the point of the store being open until 7 pm if the system cannot process orders after 5 or 6 pm? It makes no sense and feels like a complete inconvenience for customers. Very disappointing experience.

The girl with the wavy dark hair and an eyebrow piercing (I forgot her name sorry) was super helpful! She talked me through everything and it was such a quick and easy process purchasing a MacBook and AirPods! So friendly and personable. 10/10 experience!!! Thank you girlie

Genius Bar is such a waste of time, you go in to store, book a slot, in my case 2 hours later, fine I went shopping and then got a text to come back. I did that and told the customer service staff in store I recieved a text for my appointment. At this point I was led to another seat at the bar area to wait again .. no one approached me, acknowledged me, or even asked how long this next waiting game would take. Staff here aren’t great, the system isn’t great and i fully understand why people go elsewhere or private to deal with their phones away from Apple, this was shocking and I’ll probably move to Samsung or Google after this shambles … don’t waste your time! It’s a mess !!!

I want to express my gratitude for the wonderful customer service provided by Marly. We went to purchase the iPhone 17 Pro Max, and she was incredibly helpful, kind, and patient with us. I can't emphasize enough how lovely she is—she truly made my day. I have so much appreciation for her!

Honestly, I’m really disappointed with how bad the service has become at the Apple Store in Kingston. I went in recently thinking about upgrading to the new iPhone 16 Max. I wasn’t 100% sure yet, but I was leaning toward buying it outright literally ready to spend over £1,000 on the spot. You’d think that would get at least some attention or effort from the staff, right? Wrong. One of the guys there, I think he was Moroccan and he was honestly just rude. Instead of answering my questions or helping me figure things out, he brushed me off completely and actually said, “Maybe it’s a sign that today’s not the day.” I mean, really? That’s how you treat someone ready to make a big purchase? It was like I was bothering him just by asking for help. Completely put me off. But I still gave them the benefit of the doubt. I came back the next day, fully decided to buy the phone and do a trade-in with my old device. This time I was ready to go, I just wanted to get it sorted. But guess what? They told me I couldn’t do the trade-in that day and that I’d have to book an appointment… in a week. So let me get this straight? I came in twice, ready to give Apple my money, and both times they made it way harder than it needed to be. The new staff just don’t seem to have a clue. No urgency, no interest in actually helping customers, and absolutely no comparison to how the store used to be. The previous team was so much better they knew their stuff, were friendly, and actually made you feel welcome. Now it feels like you’re being a nuisance just for asking basic questions. I genuinely love Apple products, but this experience really made me think twice. The Kingston store needs a serious rethink when it comes to customer service. Until then, I’ll be going elsewhere and honestly, I’d recommend others do the same.