I went to the Apple Ginza store to make purchase. Since I knew exactly what I wanted I expected it to be a simple, quick transaction.
First problem was finding a staff member to talk to. There were lots of staff, easily identified by red shirts, but they were all chatting with each other. This is despite the store being full of customers. When I finally prized a clerk away from his important personal conversation, he directed me to join a milling crowd of people that he amusingly called a queue.
I asked him why there was such a huge queue, and he said because of all the Chinese. Wtf? There was a huge queue because staff were swanning around rather than serving customers. Since when is the nationality of a customer to blame for poor service?
Since when is that sort of comment acceptable? Does Apple disdain Chinese customers in particular. On joining the poorly managed queue, I experienced a fifteen minute wait until a staff member came and took my order on an iPad. That part took 15 seconds.
Then she told me I would need to wait an hour to be be handed my purchase. I then walked out. I'm not paying a premium to be treated this way. On the way out, I noticed other customers in the queue beginning to argue and pick fights.
Apple really need to do something about this store if they value their reputation. I noticed many other complaints about this store online.
I tweeted Apple regarding the racist comments by their staff, but they didn't answer. I guess that means they are ok with that sort of behaviour.
Product or Service Mentioned: Apple Customer Care.
Reason of review: Poor customer service.