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I bought my Apple Watch Series 10 brand new six months ago and have experienced several issues since then. 1. The watch shows an incorrect remaining battery percentage, sometimes becoming stuck at a single value such as 1% or 100% for an entire day until the battery completely drains. 2. At times, the watch fails to turn on and becomes stuck in a loop, repeatedly powering on and off while displaying the Apple logo. I dropped my watch off for repair on 2 January and received it back on 10 January. I used it for only three hours before the same issue appeared again. After charging the watch for one hour, the battery level became stuck at 57% and did not increase. I will return to the Apple Store on George Street tomorrow within 24 hours of picking up the watch. I expect Apple staff to explain why my watch was sent for repair but not properly repaired. I do like Apple products; however, Apple’s (Mr Cook) values seem to be applied differently depending on individual employees’ understanding.

I had a very unpleasant experience at the Sydney Apple Store on 29 September 2025 at 7:37 pm. I was testing two different models of AirPods, spending about 30 minutes in total to compare sound quality and features. When I started trying the Live Translation feature (less than two minutes in), a middle-aged male staff member (black hair tied in a small ponytail, riding a scooter inside the store) interrupted me in a very rude and unfriendly way. 😡😤🤬He stared at me and said: “This is for trial, not for you to use!” and then asked another employee to take the headphones away. After that, he continued patrolling the store with sharp, hawk-like eyes, as if looking for the next customer to treat the same way. This behavior was extremely unprofessional and made me feel very uncomfortable. I had originally planned to purchase, but after this experience, I completely lost interest. I walked out with no mood to buy anything at all.❗❗❗ Apple is supposed to be customer-first, but this was disappointing and disrespectful. He stared at me and said: “This is for trial, not for you to use!” and then asked another employee to take the headphones away. This was extremely unprofessional and made me feel very uncomfortable.🤏🏻👎🏻👎🏻👎🏻 I fully understand demo units are for trial, but I was clearly just starting to test a new feature. Apple is supposed to be customer-first, but this experience was disappointing and disrespectful.

I had a very disappointing experience at this store. I came in simply to buy an Apple Pencil and needed help confirming which one was compatible with my iPad. At the entrance on the ground floor, a staff member briefly spoke with me and directed me to go upstairs. However, after arriving upstairs, no one came to assist me. I asked several staff members for help but was repeatedly told they were busy. Eventually I approached another staff member who appeared to be coordinating the floor. She told me to stand in a specific place and wait while she found someone to help me. I followed her instructions and waited there for around 15–20 minutes, but no one came. The staff member who asked me to wait later walked away to assist other customers, and even though several employees were gathering and talking together, no one checked on me. I stayed where I was told to wait, unsure if anyone would ever come to help. After waiting a long time with no follow-up, I had to approach another employee for the second time before someone finally assisted me. I understand that the store can be busy, but asking a customer to wait and then providing no follow-up reflects very poor service management. My previous experience at this Apple Store was normal, but this experience even really so disappointing.

I have the worst experience ever in this store. My parents recently had a very frustrating experience at the Apple Store in Sydney. They originally purchased an iPhone 16. Later they decided to exchange it for an iPhone 17 in-store. Before completing the exchange, they specifically asked the staff member whether the new **transfer receipt** would still allow them to claim the Tourist Refund Scheme (TRS) tax refund at the airport. The staff member clearly told them **it would be fine**. However, when they arrived at the airport, they were informed that **a transfer receipt is not eligible for TRS refund**, meaning they could not claim the tax refund anymore. If the Apple staff had given the correct information, my parents would have simply returned the original phone and repurchased the new one, which would have generated a proper tax invoice eligible for TRS. Instead, they relied on the information provided by the Apple employee and ended up losing their tax refund. When we contacted the store afterwards, the response was extremely disappointing. The staff refused to take responsibility and said it was the traveller’s responsibility to understand TRS rules. That response is unacceptable. When customers ask a direct question about tax refund eligibility before completing a transaction, staff should provide accurate information instead of misleading guidance. Very disappointed with the service and lack of accountability.

Visited the Genius Bar from a booking I made online , served by two reps one was alright and the other was so rude. Wait time is about 30 mins to get assistance and for them to diagnose an issue - had 2 issues; started off with my right AirPod not working then the Bluetooth was not able to connect to any devices. The lady fixed the Bluetooth issue but replaced my left AirPod instead of right one. Then I went back to advise what the my original issue (aka right AirPod not working) I get taunted by the second representative disclaiming its cuz I haven’t charged it for 30mins and told me “your more than welcome to stay behind after the store closes to charge your AirPods” along with other similar exchanges where he’s fully siding with his colleagues diagnosis rather than trying to listening. Charged them at home for 2 hours and still came across my original issues where my right AirPod is unresponsive lol I guess I got to go back again hopefully to another store or get served by a different person 🥲

I had a great experience today, thanks to Sharon. She was very patient and took the time to clearly explain the features of both the phone and the watch. She also helped me try on the products I was interested in, which made the whole experience very comfortable and enjoyable. Her professionalism and friendliness really stood out. I truly appreciate her help and would highly recommend her service!

I would not normally choose this Apple Store unless it is absolutely necessary or the location is convenient. On more than one occasion, when I encountered issues, the staff made me feel that they were more interested in avoiding responsibility than helping customers. For example, I once purchased an accessory from this store that developed a problem just two days later. When I returned to ask for assistance, the staff refused to handle the issue and insisted that I contact the product brand myself. Their attitude was quite firm and unhelpful. Later, I went to the Apple Store at Bondi Junction, where the same issue was resolved quickly without any difficulty. Another unpleasant experience happened when I traded in my old phone while purchasing a new one. I presented my ID at this store, but the staff forgot to return it to me. About half an hour later, I came back to ask about it. The staff again responded with a very rigid attitude, insisting that no ID had been left behind and accusing me of losing it myself. They even told me I was looking in the wrong place and asked me to leave. When a manager came over, the situation did not improve. Instead, the manager challenged me and asked what would happen if they checked the CCTV and my ID was not there. I told them that if my ID was not there, I would leave immediately, but if it was, they should be the ones explaining themselves. A few minutes later, the manager returned with my ID. Unfortunately, there was no apology. Based on these experiences, the customer service at this location has been disappointing.

I had a very disappointing experience at Apple Sydney. One of the staff members was extremely rude and disrespectful, showing no professionalism or courtesy at all. I was simply asking a normal question but was treated with impatience and arrogance. This kind of behavior is unacceptable and seriously damages Apple’s reputation. I hope the management takes this seriously and improves staff training and customer service quality.