Apple Kahala

This store seems to be the smaller of the 2 on Oahu, but hey, better than nothing! Nothing, as in reference to the amount of Apple Stores on Maui.

It wasn't as crowded as its Ala Moana counterpart, which makes for a better experience and customer service.

3 hour wait on day 1 -
4 hours on day 2. (Even with an appointment')
You get tossed around and "serviced" by a kaleidoscope of employees in red shirts, none of whom could truly be dubbed "genius". The manager was actually the least effective of them all, , which is reflective on why a 30 minute simple fix turned into several hours over the course of two days.
Too depleted to go into specific details, just know this shop will steal your soul.. Despite this knowledge and bad experience I walked out with 3 new phones and all the needed accessories, only to be told on my way out they actually had the part to fix my cracked phone, which was the original reason I entered the store. Originally I was told they didn't have the part - so I made a new purchase,- only after transferring my sim card to the new phone did they magically discover they had the part and could have repaired or replaced my phone for hundreds, instead of thousands in new equipment I didn't need. . The business model is high on sales, a bit of hostage takeover vibes and low on actual knowledge of the products.. . . save your time and energy and buy online. I'll never get those two days back. Apple Kahala , you can do better.

Seemed OK. Just visited briefly. I dislike the elitest booking stuff it's posturing. Service at a phone store should be 1st in ... etc but it's an Apple Store thing. One can walk into any store for an android & for that matter Apple & get immediate service.

While I typically find this Apple Store to have good customer service, the female tech with the short hair was condescending and rude and proceeded to correct my naming of the store. Then, while she was in the middle of helping me - she started helping somebody else instead!! Lastly, two other employees started gossiping about a ‘ white lady’ - their words not mine - who was simply looking into the store!!

Seemed OK. Just visited briefly. I dislike the elitest booking stuff it's posturing. Service at a phone store should be 1st in ... etc but it's an Apple Store thing. One can walk into any store for an android & for that matter Apple & get immediate service.

Dear Apple Store Management,

I am writing to formally express my disappointment with my recent experience at the Kahala Apple Store.

Prior to visiting the store, I called ahead and explained that I live approximately an hour and a half away and planned to arrive around 2:00 PM to purchase an iPhone 17. I clearly stated that I needed the phone to be unlocked, set up with my wife’s Apple ID, configured with T-Mobile, and that my goal was to leave the store with a fully working phone. I was explicitly told this would be possible.

I arrived at the store at approximately 2:10 PM. I first spoke with Brendon, explained my needs again, and was then passed to Nick. Nick appeared rushed, and after I once more explained my requirements, I asked about a military discount. He confirmed one was available but instructed me to go online and pay for the phone myself. After completing the purchase, I was told I would need to wait before the phone could be set up.

While waiting, I attempted to get help with my wife’s iPad Pro, which was unable to install the latest update. Brendon was unable to resolve the issue and passed me to Kalleo, who was neither polite nor welcoming. Kalleo was also unable to resolve the issue and passed me to Whit, who again attempted the update but continued receiving an error message. I was ultimately told there was an error but that no one knew what it was and that the issue could not be fixed.

I then returned to waiting for the phone. Later, I informed Brendon that I also wanted to purchase AirPods for my wife’s iPad Pro. I was assisted by Jenny, who was the only employee during my visit who was genuinely caring, friendly, and helpful. She successfully brought out my phone and AirPods and paired the AirPods to my wife’s iPad.

At approximately 4:10 PM, Brendon returned, and I asked him to proceed with setting up my wife’s phone as originally promised. At that point, I was told that we were “past the window,” that phone setup must be done at the time of purchase, and that the phone could not be unlocked. None of this had been disclosed earlier, despite my explaining my requirements clearly both on the phone before arriving and in person to multiple employees.

When I requested to speak with a manager, I was approached by Tyler, the supervisor. His demeanor was dismissive and unprofessional, and he showed no concern for the fact that I had been passed from one employee to another for an extended period of time. Overall, many employees appeared more focused on talking amongst themselves than assisting customers, and there was a noticeable lack of basic customer engagement, friendliness, or attentiveness.

In total, I spent over two and a half hours in the store. While I did ultimately receive a refund for the iPhone, the entire experience was exhausting and frustrating. It was also a significant disappointment for my wife when I returned home without the phone that we had been assured could be purchased, unlocked, and set up during this visit.

Given the misleading information provided before and during my visit, the lack of transparency, and the poor customer service throughout, this will be my last visit to the Kahala Apple Store. I hope this feedback is taken seriously and used to improve training, communication, and customer service standards at this location.

Sincerely,

Anthony

While I typically find this Apple Store to have good customer service, the female tech with the short hair was condescending and rude and proceeded to correct my naming of the store. Then, while she was in the middle of helping me - she started helping somebody else instead!! Lastly, two other employees started gossiping about a ‘ white lady’ - their words not mine - who was simply looking into the store!!

The screen protector on my iPhone 13 Pro was loose. The customer representative was extremely helpful in processing the Belkin warranty return. She even went so far as to help with the online form.

Jera is a excellent representative for Apple!

Jeremy was very knowledgeable and helpful!

Needed a gimbal for my phone and finally found one that can finally support my phone. Checked online to make sure it was in stock before going down. Within minutes of entering the store we were politely greeted by a worker and she was able to find the product for us right away and check us not that long afterwards. The whole process was fast and stress free. Would definitely shop here again.

您好我來自台灣
我想在這邊買東西（AirPods Pro）
我會請我媽媽去那邊購買
有看到評論區
需預約才能買東西
我先預約可以嗎？

It’s an Apple Store. Came here to get my devices serviced. Wait times are average. Genius Bar customer service is ok.