Apple Mall of the Emirates

Booked an appointment for a simple battery change. Came, was told to wait 10mins for a “technician”. After a 30mins wait someone comes along and tells me that I’ll have to leave the phone and come back tomorrow to collect it because they wouldn’t be able to get the battery replaced today. What’s the point of taking an appointment to be told to come back the next day? My next phone will not be an iPhone.

I recently visited the Apple showroom located in the Mall of the Emirates, and my experience left much to be desired. Upon entering, I was surprised to find no visible employees; instead, it felt more like a cafe, with customers leisurely enjoying their coffees. I was unable to locate a single staff member to address my query, so I approached the security guard, who kindly directed me to an employee. What struck me was that these employees were wearing hoodies that concealed the Apple logo, making them difficult to identify.

When I approached one of them to discuss an issue with my AirPods, which I had purchased just one month earlier, I was met with an aggressive response. The employee bluntly asked, "Do you have an appointment? Get an appointment and come. " When I inquired about booking an appointment, he informed me that appointments were only available after Fridays. I clearly mentioned him I can come only after 9 PM, which he scheduled to 9PM instead of 9: 30 or 10pm, but when I pointed out on his phone that the time was set to 9: 00 PM, he reacted harshly, saying, "Excuse me, don't touch my phone, " without any apology or explanation.

This experience was disappointing, as I have never encountered such subpar service in any showroom before. I must also express my concern that the treatment I received may have been influenced by racial bias, as the employee in question was a white European, while I belong to another nationality. This kind of behavior is unacceptable, and I hope Apple will consider hiring individuals who prioritize customer service and do not exhibit such attitudes. Such interactions leave a negative impression of Apple, which is unfortunate, given the company's reputation for quality products and service.

Great experience at the Apple
Store. There are no cashiers, or cash counters. The concept of an open space where you can simply try out all their gadgets is a new age concept, something very specific to Apple.

Unorganized and Passive-Aggressive Staff,

I visited the store at a monday night to check out the AirPods Pro. I informed the staff that I wanted to do a little jog in an empty corner of the store to examine the silicone on the earbuds and how they felt in my ear.

While he initially agreed, the security personnel approached me in an intimidating manner and argued that I didn't need to jog to test the AirPods. I had to explain to him why I felt the need to do so. Furthermore, I was interrupted by a female staff member in a sarcastic and condescending manner, asking, "Do you speak English? " It seemed as though my presence was seen as disruptive and that I was doing something wrong, while this was not the case at all.

Overall, I did not feel comfortable, and the lack of organization in the store was quite apparent.

Definitely the best store after Dubai Mall, been there yesterday regarding one of my phones and get it replaced with an additional fee.

The worst off-line shopping experience. Too difficult to buy smth coz assistants are all busy.
In my opinion better order online or go to another store.

I’m buying an iPhone for the first time, I asked for help with the settings, and the employee showed it incomprehensibly and hurried, then he generally said that it was time for him to break. I didn’t expect such a service from a world-famous brand.

روحت الساعه ١٠: ١٤ دقيقة بليل وطلبت حد يبص علي الساعه بتاعتي لاني نزلت بيها المايه وبتديني خطوط حمرا والموظف قالي هشوف لو في معاد متاح وفعلا قالي في معاد بعد نص ساعه وبعدها جه موظف تاني قالي لاء دي غلطه من السيستم ولا مفيش مواعيد واحنا بنقفل ١١ قولتلوا في ياس مول اخدوني في ساعتها لما كان عندي مشكلة وبجد اسلوبهم يقرف والمديره هناك كانت واقفه وسامعه وعادي. بقولو انا بشتري من ابيل مش من شركة تانيه ياعني عيب اوي يحصل كدة يمكن تكون مشكلة بسيطه وتتحل علي طول ورفضوا. بجد اول مره في حياتي يحصل معايا موقف زي ده من شركة بتعامل معاها من وانا ٢٠ سنه. انا محبطه وزعلانه اوي بجد

Nice place. Has carrefour. Food court has limited options. Tried jollybees for the first time and it was great.

Nice and cozy A lot of signature coffee shops and the supermarket is huge and have a great variety of merchandise

Poor Service & knowledge
I use Apple products for past 30 years and iPhone since it’s first edition, the agent told me rudely we have nothing to do with Apple ID! Ana ever later tried to help but couldn’t.
I think Apple should be reminded that a business needs customers not the other way round, they should meet customer expectation, I’m just asking support to gain account access since 10 month, yes that hard to recover Apple user password.please learn the local way of welcoming visitors, we are your assists, use smile and coffe if possible instead of black ribbons and big muscles.

Apple user

Fast service and so professional but I booked my appointment with apple app for my iPhone problem it surly saves lots of time

I had to fix my device outside and paid extra because going there is like entering 7 star underground rooster exclusive fighting arena. Two big guys is first layer then investigations to know if u took appointments etc.and ppl waiting outside like they are paying us not the vice versa. Sales agents are cool however

I book for a technical support. Waited 30min to finally be served. One of the first questions is "where did u buy the device". From there, i felt the attitude changed, and i felt they did not want to help from that point. I call this discremination. U have official retailer for a reason. Also make sure u have ur product available and stop playing that supply need so we can stop buying from your retailers! Discremination.

ممتاز جدا جدا جدا
مواعيد مظبوطه وتنظيم رائع وسرعه في الأداء
مبسوطه جدا اني اتعملت معاهم

Never go there for customer support, useless waste of time. And I had the total opposite experience with Dubai mall branch.
Apple Mall of the Emirates is not a go for support. If you need support, visit Dubai mall instead.

A company completely different from others with very polite employees. Thanks to Apple for the excellent after-sales service.

So sad for such a great brand not to be backed up with good customer service. MOE makes you feel like they doing you favor by spending your money with them. It’s a major issue getting into the store, you are “welcomed” by two large bouncers, how to welcome your customer.

Great service. I like how they allow their staff to wear shorts at work and that they hire staff from different nationalities

Have you ever been to the Apple store in MOE? What a drama to even enter! Such a snobbish approach for a simple shopping experience. Disappointing!
The entire family has iPhones and such an experience leaves a sad taste!

I am not happy with the service they provide. My new iPhone 12 Pro Max has been heating up and unusable. I have been spending 2 weeks back and forth with this branch and the online support. But they can not figure out what is wrong with it. And when I ask for a replacement phone they try to convince me they will fix some part of the phone and see if the problems keeps happening and then I go again and again to fix the phone. This does not make sense. If you know what is wrong with it then great, fix it. If you do not know then please give me a new phone replacement. If you are an apple support and reading this I want to say I have been always a fan of apple products but recently your customer service is so bad!

At the time of interview they didn't sat any company policy and in offer later mentioned lot of there policy and low salary for MEP supervisor (I have more than 20 years of experience in UAE mep field, and don't have a professionalism especially in HVAC.

Very poor customer approach. The first thing you see when you approach the store is a security bouncer dressed in black. Then you have to deal with staff who think they are doing you a favor by letting you in! I mean seriously! What a way to say welcome. Such a put off appointment or not!

Congratulations Apple u gave me the worst customer service experience ever.
I have an airpod used mabe 20 times and started to disconnect after 1 minutes. When I visited to Emirates mall store and when I tried to explain that I have this issue the technician he said sir because you are using too much battery died and advice to buy new generation and I said I was going to tell you that I used it only around 20 time and he replied ah sir because u didn't use too much battery died hahahahahaha so I am confused now should I use or not or I just keep in safe box. Any ways continue guys with this ego and more bites coming to your apple till dissappear. Good luck

My very nice and very beautiful cute program has been to roam around in Mall of Emirates.
It was an important job of DU office there.
Du you waste so much time, do I have any time left to shop?

Very poor experience they keep you waiting for your turn while staff are busy chatting with each other recommend you buy online the whole customer journey is horrendous to say the least save yourself the humiliation

The place is a joke! There is twice more staff than customers but none can help (or even have heard) about the most discussed iWatch 6 troubleshooting across Apple forums (inconsistent display).

I waited 2 hours to see a technician who had the same knowledge as the others which means no clue. Finally my watch was sent to “engineering team” which likely means replacement.

Though, on forums it seems other customers in other countries had better luck having the similar issue fixed by some sales guys from their local store.

Went there and was told they can't help me. The genius there felt sympathy for my issue and her 2 techs helped me and resolved my issue. This store has greatly improved in quality

I would not even give a single star if I could, cause the service is very poor and not profession at all there, and I will never go back to the store even. I have been attended by a Chinese lady, while I’m a Chinese, and she is very much arrogant. And she seemed she is feeling shame to speak with me in Chinese though she asked me to go for her other colleagues’ assistance.

From last year try to book appointments to fix my MacBook can't only online and no one answer the call

We queued for almoat 2 hours after having a conversation on the phone with their help desk only to find out that the information they gave us was wrong and they did not have the product available in store. I totally understand the times are different but we didn't have to wait for 2 hours in the queue if we were given the correct information. I even asked the lady at the door that before I queue up, can you tell me if you have this product in store amd she was the one who advised to call and then told me if they said we have it, that means we have it.

Horrible Service Quality and Attitude. 1 year 4months after I bought a brand new iPhone Xs Max 256GB for 1400 USD a green line appears on the screen going from the top to bottom while watching Netflix.
Apple Manager tries to explain it with me probably dropping the phone, which didnt happen. Finally he tells me that nobody can ever guarantee how long technology lasts. The tone and his disregard made his words even worse. He really shouldn't work in a customer facing environment.
I own every single product line of Apple from Apple Watch, iPad Pro to Macbook Pro incl. Homekit products, icloud & music subscription.
Apple lost me and the rest of my family who I will support transitioning away from Apple like I once helped them transition to Apple.

My overall experience was not good here. At first they took my iphone and replaced it with another device but within three months that device stopped working. I went to Apple support center called Makina at Albarsha 1, because Apple store in MOE is closed due to Covid-19, I am unable to fixed my phone at Makina because as per them the motherboard is defective and stating that I have to visit the same store at MOE. I really upset with the defective device given to me as a replacement with repair number R448177528. I am not expecting this type of service from Apple.

One of the biggest branches in UAE, nice atmosphere and decent staff, usually they are hosting fun events for kids and adults.you can check the events timing from the Apple shopping Application.

Amazing showroom experience. This is one of a kind and different way of presenting an international brand. The showroom itself shows the value of the brand. Just one issue that few of the service personals behave like they are the owner of the brand but good and
iPhone is the best mobile in the world and the very good service I have iPhone 10 screen broken when I get an appointment to repair my screen that's a gay repair my phone it is very good service

So there little.open plan walk up style fabulous provided you got staff who actually look like they friendly and ok maybe lie if you have to. But hey ho I guess it's to get the masses passed through and processed as opposed to speaking to another person. Seems rather robotic and sad.

الحقيقة وجه مشرف لشركة ابل والخدمة الرائعة التي حظيت بها حيث قاموا بصيانة الايفون الخاص بي بشكل سريع وبدون مقابل لهم مني جزيل الشكر والتقدير. The truth is an honorable face to Apple and the great service that I enjoyed. They repaired my iPhone quickly and for free. Thank you very much

Better than buying Apple products from outside sometime u even get better deal and in the event of any problem if u purchased from Apple u will be always protected

My yet favorite mall in Southern Dubai. It cool with a lot of cultural shows and massive passion outlets and variety of restaurants with different nationals dishes. What I love the most is its artificial Ski and the Vox Cinema as well as the Gamezone.

I don't like the staff is very angry i think they are a Steve Jobs maybe supervisor tell him to took the customers like that

I didn’t get the same quality of service as I did at the apple stores in the US. I was asking about the prices of the phones to a female apple associate and finally she told me to just look on the phone (what? !?). Shouldn’t she have the prices memorized. I know I would.

Also, the phones are more expensive than the exact same phone you could buy at Carrefour just by walking downstairs and taking a few more steps.

Bottom line, prices are not competitive and customer service is out of wack! If you’re a value oriented shopper you will find the phone you want cheaper from an authorized seller in the same mall!

Next time I’m in Dubai I’ll give this place another chance and provide another review.

Instead of going to some vendors for replacement Apple parts, please see visit Apple Store is available at 2 ND floor. You will feel the professional staffs handling our requests.
Highly recommend.

I had a problem on my Iphone, Its restarting by its self. I went to apple stor in mall of the emirates.met a guy, Tom is his name. He just tried to install a new software.deleted all my data.and in the end told me that there is no way to fix my iphone bcuz of hardware problem.he offerd me a new phone for 2100 dirhams and apple will take the old one.
I went the same day to a small repair shop and they could install a new software for 100 dirhams.
I dont trust apple anymore.
This is ofcourse not okey. We pay high prices to get a good service, not for this service.