Apple Eaton Centre - Toronto, Ontario

Muhammad D K

Extremely Disappointed with the Unprofessionalism at Apple Store Eaton Centre

I recently visited the Apple Store at Eaton Centre, and I must say it was a very disappointing experience. When I walked in, the store was packed with customers, many of whom were waiting for assistance, just like myself. Yet, shockingly, not a single Apple employee seemed to care. Instead of attending to customers, the staff appeared unprofessional and disengaged. They were more focused on chatting among themselves and laughing rather than doing their jobs.

What was even more concerning was the managers' behaviour. Rather than leading by example, they stood around, laughed, and made it clear that they had no interest in helping the customers. The atmosphere was one of complete indifference. The managers' attitude reflected a lack of concern for the brand and its customers, which was especially surprising for a store that represents a world-class company like Apple.

I spent twenty minutes walking around the store, waiting for anyone to acknowledge me or offer assistance, but every staff member ignored me. Clearly, the employees weren’t interested in helping, and the lack of customer service was appalling. It was as if the store was running on autopilot, with no sense of urgency or responsibility toward the people waiting for help.

Thankfully, after an eternity, I came across an employee named Sarvi. She was the only positive aspect of my entire visit. Sarvi was incredibly polite, attentive, and professional. She immediately apologized when I told her I had been in the store for twenty minutes without anyone approaching me. Unlike her colleagues, she was focused and engaged and seemed to care about my experience. She gave me her full attention, resolved my issue efficiently, and left me a much better impression than when I first walked in.

Apple desperately needs more employees like Sarvi. Her professionalism and dedication were a refreshing contrast to the rest of the staff, who lacked the basic skills necessary for customer service.

It’s time for Apple to review its hiring process and reconsider the type of individuals it brings on to represent its brand. The current team, especially the management at the Eaton Centre location, lacks the professionalism and care that customers expect when visiting an Apple Store. It isn’t enjoyable to see a brand as prestigious as Apple represented by employees and managers who seem entirely disengaged.

In conclusion, while Sarvi's efforts were much appreciated, my overall experience at the Apple Store Eaton Centre was a big letdown. If Apple wants to maintain its high standards, it needs to invest in hiring more dedicated, professional employees and implement better training to improve the customer service experience. As it stands now, this location does not reflect the excellence that Apple is known for. Apple can and should do better.

Joey Lam

I had the best time joining three workshops over a week staying at a hotel nearby. The workshops I joined were ran either by Greg solely or Greg and Aliyah jointly. They could teach a wide range of age, from little kids to senior citizen, as well as knowledge level. It was fun and I learned new things. I enjoyed their workshops a lot!

Tim He

Absolutely horrendous experience. Avoid Apple at any cost and if you won't, avoid this store at any cost.

I pre ordered an iPhone 16 pro at this location. On the ordering form, I was offered a bunch of time and I selected 11 to 11:15.

I came to the store at 11. The line was over a hundred people strong. I waited in line for over 30 mins, and they served maybe 30 people.
I came back at 5 after work, and the line had doubled. I called the apple line to try to reschedule pickup, and they tried calling the store 3 times. They then told me "they couldn't help me because it is dependent on local store policies."

Not sure if it's just plain evil corporate greed or the management can't do simple math. But this nightmare has convinced me switching to Apple was a total mistake.

Jay 6ix

Han and team deserve a high praise for their professionalism and customer service excellence. I'm leaving this feedback to make sure they get the acknowledgement they rightfully deserve.

I visited the store to get my phone battery replaced through an appointment. Since my phone was out of warranty, I had to pay for the service on pickup. I had a large balance on my Apple Account that I've been meaning to use but their system would not accept it as a payment due to technical issues they were having.

Han, hearing the situation came to resolve the issue in the most creative way, to make sure I leave the store happy. It's also worth mentioning that it was a weekend evening when the store was busier than normal. I was astonished with their quick judgment, execution and teamwork. I remain as a loyal customer at Apple not only because of their cutting edge products, but because of the people like Han and the team that genuinely care about their customers.

Thanks team! I will be back in the near future for my device upgrade 🙂

Atilla

Don’t worry for comment. Apple will be good. Parking is very expensive. Why did I say that? ? The waiting time ruined me. Since I waited here for so long, I had the opportunity to observe them. I am not writing this comment for the products. Of course the products are great. The problem here is that although there are too many employees, they are not interested in you on purpose. This situation causes apple owner customers to queue up. Especially in the repair section, there are very long queues. Maybe it's a marketing strategy to make the store look crowded. There are too many idle employees with tablets in their hands. As a result, I do not recommend coming by car. Apple may have made a deal with the parking lot. By the way, I still haven't gotten the device. I'm still waiting. Should I go home, drop the car off and then take the bus back?

Arkam Thameem

Arnold was fantastic! I came in with a battery issue, and even though the store was packed, he managed to help me out with ease and a smile. He was incredibly proactive and handled every customer smoothly.

My first interaction at the store didn’t even start with a greeting, so meeting Arnold truly made my day.

Apple, hire more people like Arnold—he’s truly an asset! Even though I ended up staying for about two hours, I feel lucky I got the job done and had such great help.

Tati Tad

Great customers care, fantastic products ?and always an amazing experience at Apple Store. The only missing complimentary station with water

Darren Wang

Even you did pre order for iPhone 16, you still need to wait for at least 1.5 hours to line up. The worst store I ever been, time to change to a Samsung