Terrible Customer Service at iStore Menlyn

I’m extremely disappointed with the service I received at the iStore Menlyn. I went in to trade in my old iPhone and purchase the new iPhone 16 Pro and the staff's attitude and service were shockingly poor for a premium brand like Apple.

When I enquired about using Payflex to make the payment, I was abruptly told, “You must use it online,” with no further explanation or assistance. There was no effort to help me understand how it works or to guide me through the process. Once I tried to use Payflex online, I discovered that it doesn't allow purchases over R15 000 — something the staff should’ve known and mentioned upfront, especially given how expensive Apple devices are.

Despite the lack of help, I managed to purchase the iPhone online and selected in-store collection at Menlyn. When I arrived, the service was just as disappointing. I was barely greeted. No one made any effort to be polite or helpful. A staff member simply handed me the phone in the box and walked away. I wasn’t offered any help setting up the device, transferring data, or checking that everything was working.

Considering how much Apple products cost, the bare-minimum attitude from the staff is completely unacceptable. When you spend over R25 000 on a phone, you expect professional, helpful, and friendly service. Sadly, that was not the case here.

The iStore Menlyn seriously needs to improve its customer service and staff training. Right now, the experience feels more like buying a budget item off a shelf than making a premium purchase. This is not what customers should expect — or accept — from a brand like Apple.