Apple Grand Arcade

I recently had an exceptionally positive experience with the Apple Store in Grand Arcade, Cambridge, which was refreshingly efficient and contrasted sharply with some of the reviews I had come across online. I sent my wife and daughter to pick up a 16-inch MacBook Pro M3 MAX, along with 2 pieces of AirPods Pro (2nd generation) with MagSafe Charging Case (USB-C). The service they received was not only incredibly swift but also exceptionally courteous. My wife was so impressed that she told me, "They treated us like queens." This level of service was especially surprising given the strict identification policies highlighted in other reviews, where just a simple scan of the notification code I sent sufficed for them.

While I acknowledge some customers have had less favorable encounters, citing strict ID requirements, the need for appointments even during off-peak times, perceived service inefficiency, and concerns about equal treatment, my family's experience stands in stark contrast. It's clear there are areas the store could improve on, particularly in ensuring consistently welcoming and efficient service for everyone.

Given the quick and highly positive service my family experienced, I am inclined to believe that this Apple Store has the capacity to deliver top-notch service, as evidenced during our visit. However, it's crucial for potential customers to be mindful of the mixed reviews and adjust their expectations accordingly. Despite the varied experiences, based on the swift and respectful service we received, I would recommend this store for straightforward pickups and purchases.

It's also significant to mention that my family and I are black, and the respectful and unbiased treatment we received, coupled with the swift service, provides a reassuring counterpoint to some of the concerns raised in other reviews. This experience gives me hope that the store is committed to offering quality service to all its customers.

We had such a great experience at the Apple store. We wanted to trade in a phone and buy two new phones, and Izzy was incredibly patient and helpful. She took the time to explain everything to us with patience and had excellent knowledge of the products. We would come back again!

11/10. After the worst customer experience ever from the EE store in the grand arcade, the Apple store saved me from a very sticky situation with my phone! The staff who helped me were very understanding and i will be using them directly instead of giving my money to EE! Brilliant service

They don’t actually sell apples! I’m absolutely appalled, I came in looking for 8 pink lady apples for my apple crumble tonight, but all they had were eye pads, I’m not sure why I would want pads for my eyes when I go into a shop for apples, but I am outraged at their prices! They sell them for £1000 upwards when you can get a pack from amazon for less than £10! The young lad that I spoke to was very helpful and directed me to a market stall, but their apples were small and bruised, I expected better from such a posh store.

Friendly staff. A pleasure to visit. I returned an old iPhone in exchange for an Apple voucher. It took 10mins to run a few checks and the whole process was easy.

Saturday afternoon, store was super crowded. Bought a display protector who was applied spontaneously and with a lot of love for details by Paul. Best customer service experience I had in a very, very long time! Would highly recommend

The genius Steven unlocked my MacBook for me, despite a lot of challenges. Incredible service and went above and beyond so thank you very much. 10/10

Great display of kit with loads of staff and top knowledge of the products. Support with purchasing new product could not be faulted.

That was the best customer care. I would like to express my deep sense of gratitude to the staff (Paul) for their help and patience.

Went in for a new battery for my iPhone, took slightly longer than normal as my phone has a damaged socket. In the end they couldn’t complete the task properly and configure the new battery, so explained the problem and gave me the phone back with a new battery for free! Phone is a bit confused about the battery but officially once you damage the socket you need to replace the whole thing, so all things considered they were very helpful.

I visited the Apple store to trade in my mac book Pro for an iPad. I was greeted by James who was so kind and helpful. I have honestly never experienced service anywhere where I have left the store feeling like I made a friend. James was so personable, we spoke about our mutual love of music, shared a few laughs while he got everything done and sorted for me. James is an absolutely brilliant guy and definitely a reason why I will only visit this particular Apple store.

Gavin at the Genius Bar did an excellent job at both customer service and making me feel calm and I felt that he was empathetic and able to help. Gavin needs a raise he is a great asset to your team!

They are amazingly helpful. I visited them with minor problem on my iPhone, and right there they checked it and fixed without any cost, even my iPhone 12 is 23 month old and I bought it from John Lewis. John Lewis customer service was awful and they wanted to keep my phone up to 28 days, but the technician at the Apple shop Cambridge fixed while I was waiting. Many thanks for been helpful.
I am using my phone for my business and you guys saved me today. Will never go to John Lewis buy anything from them.
Next phone would be from Apple shop in Cambridge. Thanks again.

Always a smooth experience. Great staff, very helpful. My watch got replaced in a cost effective manner.

Bought a new iPhone today, superb service from one & all - special mention for Mazza, nice to see someone with some life experience in a customer facing rôle; there are a lot of other companies that could learn a thing or two from her!

Had accidentally smashed my rear glass on my iPhone. Super easy to book an appointment same day and be seen. Was dealt with by Paul who was phenomenal. Due to closing times they weren’t going to be able to replace it that day, however Paul worked his magic and found a workaround. Thank you Paul!! :)

Amazing staff members 👏🏽👏🏽👏🏽👏🏽 Who incredibly hard to serve their customers 👏🏽👏🏽👏🏽👏🏽👍🏾I look forward to seeing you all soon.

The staff's assistance was greatly appreciated, but regrettably, they were unable to resolve the issue I had with my iPad on this occasion.

Professional, friendly and engaging staff. As soon I stepped into the store they welcomed me and asked what they could help with. The store tends to get busy on weekends, but we'll worth the visit if you'd like to try some devices, do your research before purchasing your next or first Apple product. Recommended.

Amazing, helpful and knowledgeable staff. Never pushy, always a relaxed feel. I love Apple and just love the overall experience within the Apple Store. All the products in store or online are very high quality. You know they would not sell anything sub-standard that would damage the brand. Always feel reassured that when buying anything that it will be a quality product and will last the test of time.