Apple Retail Employees Vent Frustrations About Stores Becoming Less 'Shopper-Friendly' in Recent Years

A new article by Bloomberg has highlighted some customer and employee frustrations with the state of Apple's retail business, particularly in the wake of changes introduced by former retail chief Angela Ahrendts. According to some current and former Apple employees, the retail stores have become more focused on branding than satisfying shoppers, leading to more complaints lodged against some stores.

apple bangkok store opening interior 11072018
Ahrendts left Apple last month after first joining the company in 2014, and Apple executive Deirdre O'Brien has succeeded Ahrendts in the retail position. The shake-up happened as Apple's retail business faces more and more issues alongside slowing iPhone sales.

O'Brien is now tasked with revitalizing Apple's retail business, even if that means moving away from the idea of Apple retail stores as social gathering places, which was the initiative spearheaded by Ahrendts. The former retail chief built stores with less clearly defined locations for checking out and speaking to Apple's Geniuses, in an effort to promote the company as a luxury shopping brand amid the launch of the first Apple Watch and its $17,000 Apple Watch Edition models.

According to Bloomberg's sources, this led to customer confusion and was accompanied by other issues, like less skilled employees and the removal of the traditional Genius Bar at some stores.

The overhaul of the Genius Bar has been especially controversial. Customers looking for technical advice or repairs must now check in with an employee, who types their request into an iPad. Then when a Genius is free, he or she must find the customer wherever they happen to be in the store. Ahrendts was determined to get rid of lineups, but now the stores are often crowded with people waiting for their iPhones to be fixed or batteries swapped out.

Apple was “trying to streamline things,” says one employee, “but in the process made things more difficult for some customers.”

One former Apple executive said that O'Brien is looking to borrow from the past and break up Apple stores into more clearly defined sections. These include areas that promote Apple's growing services business, like Apple Music and Apple TV+. A few employees speculated that she will also bring back the original Genius Bar.

To help boost sales in the interim, Apple has begun offering discounts on iPhones, cheap financing, trade-in offers, and more. These offers were seen around the world, including specific promotions in Australia and China, with Apple typically e-mailing customers about the limited-time discounts. In the United States, Apple even updated its website to promote a monthly payment option for iPhone XR and XS trade-ups.

The first Apple retail store that will open under O'Brien will be the Carnegie Library location in Washington, D.C. on May 11. As of now, Apple still sees its stores as communal gathering places. According to CEO Tim Cook, "We should probably come up with a name other than 'store,' because it's more of a place for the community to use in a much broader way."

Visit Bloomberg to read the full article: "How the Apple Store Lost Its Luster".

Popular Stories

iOS 26 Feature

iOS 26.1 to iOS 26.4 Will Add These New Features to Your iPhone

Wednesday October 1, 2025 1:26 pm PDT by
iOS 26 was released last month, but the software train never stops, and iOS 26.1 beta testing is already underway. So far, iOS 26.1 makes both Apple Intelligence and Live Translation on compatible AirPods available in additional languages, and it includes some other minor changes across Apple Music, Calendar, Photos, and Safari. More features and changes will follow in future versions,...
john ternus on stage

Gurman: Major Apple Leadership Shakeup Impending With John Ternus as Next CEO

Monday October 6, 2025 6:21 am PDT by
Apple is entering its most significant leadership transition in more than a decade as multiple senior executives prepare to depart and CEO Tim Cook begins to shape the company's next generation of leaders, according to Bloomberg's Mark Gurman. In the latest edition of his "Power On" newsletter, Gurman explained that Jeff Williams, who was viewed as Cook's potential successor for several...
ios 26 1 slide to stop

Apple Fixes Alarms in iOS 26.1

Monday October 6, 2025 11:56 am PDT by
With the second beta of iOS 26.1, Apple updated the design of alarms set on the iPhone, making them harder to dismiss than before. Stopping an alarm in iOS 26.1 beta 2 requires a new Slide to Stop gesture rather than a simple tap. You can continue to tap to snooze an alarm, but if you want to turn it off entirely, you need to use a swipe. Transitioning from a tap to a slide gesture to...
iOS 26 Feature

iOS 26 Adds These 200 New Features and Changes to Your iPhone

Saturday October 4, 2025 8:19 am PDT by
Apple's website offers a list of nearly 200 new features and changes (PDF file) included in the software update, released last month. Apple also shared equivalent lists for iPadOS 26 and macOS Tahoe. iOS 26 is compatible with the iPhone 11 and newer. To install the update, open the Settings app on your iPhone, tap on General, and tap on Software Update. Below, we have highlighted eight ...
ipad mini 7 feature blue

iPad Mini 8 on the Way: Expected Features and Release Timeline

Monday October 6, 2025 5:05 am PDT by
A new iPad mini is "absolutely" on the way, according to Bloomberg's Mark Gurman. So what should we expect from the successor to the iPad mini 7 that Apple released a year ago? Processor and Performance Apple is working on a next-generation version of the iPad mini (codename J510/J511) that features the A19 Pro chip, according to information found in code that Apple mistakenly shared in...
iCloud iPhone 17 Pro

Apple Highlights Five Perks for iPhone Users Who Pay for iCloud Storage

Monday October 6, 2025 6:29 am PDT by
After launching new iPhones last month, Apple is promoting iCloud+ with a prominent banner on its home page, in a bid to boost its services revenue. In addition to more storage, all iCloud+ plans include five perks for iPhone users. As a refresher, iCloud includes 5GB of storage for free. If you want extra storage, you need to subscribe to an iCloud+ plan. In the United States, prices range...
iOS 26

Everything New in iOS 26.1 Beta 2

Monday October 6, 2025 3:54 pm PDT by
Apple released the second beta of iOS 26.1 and iPadOS 26.1, introducing useful changes to alarms, multitasking on the iPad, and more. There are also subtle tweaks to some of the Liquid Glass design elements as Apple continues to refine iOS 26. Alarms and Timers Alarms set using the Clock app now have a slide to stop button rather than a tap to stop button on the Lock Screen. To snooze an...
CarPlay Liquid Glass Light

Rivian CEO Doubles Down on Decision to Not Offer Apple CarPlay

Monday October 6, 2025 7:45 am PDT by
On the latest episode of The Verge's Decoder podcast, Rivian CEO RJ Scaringe told guest host Joanna Stern why the EV maker continues to pass on Apple's CarPlay — both the standard version and the more advanced CarPlay Ultra. Echoing his previous comments on the matter, Scaringe said Rivian is focused on offering a "seamless digital experience," where customers do not need to switch between...
AirPods Pro Firmware Feature

Apple Releases New Firmware for AirPods Pro 3, AirPods Pro 2 and AirPods 4

Tuesday October 7, 2025 11:27 am PDT by
Apple today released new firmware designed for the AirPods Pro 3, prior-generation AirPods Pro 2, and the AirPods 4 models. The firmware has a build number of 8A358, up from 8A356. There's no word on what's include in the updated firmware, but the prior 8A356 update added iOS 26 features to the AirPods Pro 2, AirPods Pro 3, and AirPods 4 with ANC. The software introduced better audio quality ...
ipad pro 2024

Next iPad Pro to Have Two Key Features, But One Rumor Still Uncertain

Sunday October 5, 2025 7:00 am PDT by
The next iPad Pro models are rumored to feature two key upgrades, including Apple's M5 chip, and an increased minimum of 12GB of RAM. Last week, apparent unboxing videos for the next-generation 13-inch iPad Pro were uploaded to YouTube by Russian channels Wylsacom and Romancev768. The same YouTube channels leaked the 14-inch MacBook Pro with the M4 chip before it was announced by Apple...

Top Rated Comments

Digital Dude Avatar
84 months ago
The open air store layout is chaotic, cold and dysfunctional. Employee knowledge of products has dropped significantly in recent years.
Score: 102 Votes (Like | Disagree)
B4U Avatar
84 months ago
And when people criticize her bad decisions, they are labeled as misogynists just because the bad decisions are made by a woman.
But the fact is, the decisions themselves are simply bad no matter who made them.
Score: 94 Votes (Like | Disagree)
magbarn Avatar
84 months ago
Exactly, Apple stores have gone downhill when Ahrendts had control...
Score: 87 Votes (Like | Disagree)
Scottsoapbox Avatar
84 months ago
Ah corporate America, where one executive gets a bonus for changing something and the next executive gets a bonus for changing it back. :rolleyes:

But change is often confused with progress in both corporations and forums. o_O
Score: 81 Votes (Like | Disagree)
The Phazer Avatar
84 months ago
Finally, someone might do something about the fact it's actually quite hard to walk into an Apple Store and just buy something.
Score: 48 Votes (Like | Disagree)
haruhiko Avatar
84 months ago
Less and less third party accessories, more and more pointless expensive stuff, tens of versions of old and new iPad, iPhones and MacBook scattered across tables, nobody knows which one is the latest version. A bulk of store area is used to place... stools on it with random kids and grandmas sitting on it doing nothing, with a giant crazy screen playing nonsense ads. Noisier than a market. Extremely difficult to find someone to help, even for checking out. What is a Genius Bar? Apple Store's service has never been this bad before 2015 or so. These 2-3 years has negated the good reputation of the Apple Store built up in decades.

And god damn it I cannot return any goods in Hong Kong's Apple Stores since 2017. WTF? Tim Cook may care about your privacy but he never cares about Apple Store's service.
Score: 36 Votes (Like | Disagree)