iStore - Canal Walk: iPhone 15 upgrade with iPhone 11 trade-in

I did the upgrade at tje Canal Walk store on Monday evening. A consultant assisted and assured us that should we wish to do a phone-to-phone transfer, they will keep my wife's iPhone 11 and we can come back the next day (Tuesday 26 March 2024) to do the transfer back-up to the new device.

We got there after work yesterday (Tuesday 26 March 2024) and after waiting for what felt like hours, we were eventually acknowledged by someone who advised us to stand in the tech-support line. The previous consultant informed us the previous night that she would not be in the next day but one of the technicians is aware of everything and will keep the phone aside and assist us on Tuesday.

We stood in the tech support line for quite some time and were eventually assisted by another lady. She confirmed that the technician would assist us once he was done with his current customer. He eventually came out from one of the back offices and attended to us. He searched for the phone and after another lifetime of waiting told us the phone was not there anymore and was sent away -by a member of the earlier shift.

This, after we were told the phone would be placed in a vault and nothing would be erased from the phone!

Robin assured us that the phone wouldn't be erased and would be sent back for us to do the transfer of information. I am yet to receive any feedback. I have very little hope of the phone being sent back untouched.

It is utterly ridiculous that we have to be kept in limbo after we were assured that we can come back the next day!

In hindsight, I should have never done any sort of business with this store.

Firstly, the customer service is pathetic! When you enter the store, there is nobody there to assist you. On the odd chance that you do find someone who is not "busy", they're unable to assist you.

I understand that the store is designed in such a way that it is meant to be a modern way of customer service, but I can assure you that you are grossly failing at this concept. There are not nearly enough staff to assist with the customer demand and it seems that none of the store employees communicates with each other.

DO NOT WASTE YOUR TIME WITH THIS STORE!