Apple Danbury Fair Mall

Absolutely terrible experience at the Apple Store in the Danbury Fair Mall on Seven Backus Avenue. Yes, it was Christmas weekend, so I fully expected the store to be busy. That said, we arrived about 10 minutes after opening. There were only a few customers in the store and roughly 20 employees standing around, many of them clearly engaged in a manager meeting. I asked for help and felt like I was interrupting their discussion. I was told someone would be right with me. After several minutes, a manager approached and asked if I needed information. I explained that I already knew exactly which phone I wanted and simply wanted to purchase it quickly and leave. I did not want to browse, compare, or have a guided sales experience. That is when the absurdity began. I was told the manager could not sell me the phone. Moments later, I had three managers standing in front of me, all saying the same thing. None of them were allowed to sell me a phone. I was told I had to wait for a salesperson so that Apple could ensure I had a great purchasing experience. I explained that I did not want to wait. I just wanted to pay for the phone and leave. That was apparently unacceptable. I was told the managers who supervise the sales staff are not trained to sell products themselves, despite there being six to eight managers standing idle. So instead of helping a customer who was ready to buy immediately, they insisted I wait for a salesperson who was not available, all in the name of a controlled experience. At that point, I said out loud that this exact behavior is why people shop online. I left the store, ordered the phone directly from Apple online in about two minutes, and received free delivery before Christmas. After placing the order, I went back into the store and informed them I had already purchased it online. I was told they understood and that their policies were meant to ensure a good experience. What I went through was not a good experience. It was rigid, inefficient, and customer hostile. Good customer service requires judgment and flexibility, not blind adherence to policy while customers walk out the door ready to spend money elsewhere. I strongly recommend avoiding this location if you value your time or expect basic assistance.

The staff at the Apple Store is amazing and so patient. They allowed me to resolve an issue as they were closing and were very professional. I’m very happy with my new iPhone 17 and I couldn’t recommend this store more!

Went to the store to get my wife the new Apple Watch for our 1st year anniversary and customer service was the worse at that store! We got there waited like 15-20 minutes for someone to ask us if we needed help with something but no one did it even there were 8-9 employees around one table just talking since the store wasn’t busy at all so I asked the it they can help us and one of them approached me saying “you are just looking around right?” How does he knows what am there for? I wished at that moment I had picked a better place to get an Apple Watch… I ended up buying the Apple Watch but definitely no coming back!!!! the worse customer service every time I went there, save your time and go somewhere else!!!

Staff unhelpful, they told me to buy a new iPhone and I went down the walkway to the 3rd part store, Mobile Rescue and they fixed it. Staff wanted me to blow $1200 on a phone. Hell no. I have a old iPhone that has been serving me fine, they tell me they can’t just fix a charge port and tell me to either pay 400 to replace a phone that is about worth 100 online or buy a shinny new iPhone with soo many good features. Screw this place and Apple.