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WorriedHarry
User level: Level 1 (4 points)

Trouble getting service at Apple Store for iPad purchase

Hi, a few days ago I attended the Birmingham Apple Store, UK, to purchase an iPad. Despite multiple attempts, I could not get anyone to serve me. I made contact with six staff members. I was sent from one staff member to another and repeatedly told to wait while someone would come and help me. I counted 18 staff members and around 70 potential customers. I have never had this experience before - that I would go to a retail shop, knowing exactly what I want to buy and then not be able to get anyone to serve me. I left after trying for an hour. Is this problem specific to this apple store or has apple introduced some new system which is resulting in frustrated customers?

Posted on Oct 4, 2026 9:19 AM

2 replies

LotusPilot
User level: Level 10 (334,506 points)

Oct 4, 2026 9:53 AM in response to WorriedHarry

When busy, Apple will always serve customers in the sequence that they join the queue. As iPad (and other high value) items are not "on the shelf", they will need to be brought from secure storage to the customer for the purchase process to be completed. This process includes recording of the device serial number for warranty purposes; this essential information will appear on your receipt.


As the new models of iPhone have recently been released, it is perhaps expected that the Apple Store will have been very busy on a Saturday. While perhaps disappointing that your experience was not as you would expect, perhaps allow credit for Apple's adherence to its policy of giving full attention to customers in-turn.


For future reference, during predictably busy times you can substantially reduce your waiting time - and effectively bypass the queue - by making an appointment for the Genius Bar:

Genius Bar Reservation and Apple Support Options - Apple (UK)


Many UK Apple Stores are also open late - and on Sundays. Visiting Apple Stores at quieter times can expedite your visit to purchase. Also consider an online purchase with in-store pickup; again this can significantly reduce your waiting time. Apple also offers free courier shipping to your home address - completely eliminating the need to queue in-store.


Allan Jones
User level: Level 10 (85,896 points)

Oct 4, 2026 9:54 AM in response to WorriedHarry

Unfortunately, Apple will not see your disappointing experience in these user-to-user forums, and we have no power to change Apple's staffing policies.


Best to start with the store manager. If needed escalate to corporate:



I understand Apple has some corporate presence in the London Battersea Power Station but I do not know what functions are there.



Originally posted at discussions.apple.com/thread/256370336