We were helped immediately we went into the store and given good suggestions that was very helpful. Overall very good service. I would have given 5 stars if they had fulfilled there promise to teleph... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
After an Apple upgrade over the weekend, 2 of our IPads had difficulty opening, and we were unable to access anything. Contacted Apple Support by telephone, and after 2 long conservations, the proble... See more
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Needed to replace the battery in a 2020 model phone but was worried that they might not stock that particular battery. Phone called made to Woking branch, helpful staff physically checked one was in s... See more
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I went to the Istore in Woking to buy a new IPad Air. My current one lasted ten years and two months (so quite good). The Istore shop assistant Niro was extremely helpful in giving me advice about the... See more
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Company details
Written by the company
At iStore we sell and service Apple products with all the must have accessories. Online or in-store we're here to help you get the most out of your Apple products. iStore is an Apple Premium Reseller and Apple Premium Service Provider based in the UK.
Contact info
112 Strand, WC2R 0AG, London, United Kingdom
- 02072129090
- marketing@istore.co.uk
- istore.co.uk
4.3
Excellent
632 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
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Visited the Colchester Store
Visited the Colchester Store. Help and advice much appreciated. Always professional, always friendly.
August 8, 2024
Unprompted review
Reply from iStore
Hi,
Thank you for your kind words! We're thrilled to know you had a positive experience at our Colchester store. Our team always strives to provide professional and friendly service, and we're glad it showed. If you ever need more help or advice, we’re here for you.
~ Irene
Guildford Store. Very disappointing service - took days
Guildford Store. Very disappointing service – suggest you avoid this store if you want any servicing done to your device – I got the impression that the staff doing the servicing are incompetent and badly managed.
I took my iPhone there for a battery replacement, 2 pm appointment. That seemed to go okay, but when I got home, I found that the home button was no longer recognising fingerprints. So, I got up early and was there at the store at 8:45 the next day, for the advertised opening time of 9 am. The staff were waiting around and one of them actually starting helping me out. Seems the boss had some issues and so the store didn’t actually open until 9:45 (no apology given for that). The process of trying to fix my phone then started, trying to sort the hardware, then having to do a complete reset of the phone, with the front desk guy doing a reasonable job of keeping me informed each time I returned. However, the blame is all put by them on having to do things the “Apple way”.
Then I am told it has to be new screen and that will take normally 2 hours, but they will try and do it in 1.5 hours for me as I have been waiting so long (it’s 12:10 now) so off I go to kick my heels once again. When I return 1.5 hours later, so 13:40, I am told that it’s Apple policy to give me a new phone as it is two things wrong (yesterday battery and now screen). When I later get home, I see they had sent me an email at 12:24 stating that – why didn’t they call me at 12:24 as I was wandering around Guildford? – they had my number and they had checked that before I left the shop to wander round!
And I then have to return to the shop in a few days to collect the new phone – unlike all sorts of other companies who manage to courier phones – they say they have too many bad experiences. Hmm - really - or just another inconvenience for the customer rather than iStore?
So having done three trips to Guildford, one taking most of a day, I then have the joy of setting up a phone from backup, with all the malarkey that takes, especially with banking apps - Deep Joy - not.
Overall, the repair process seems optimised for Apple/iStore's way of doing things and the customer's time is free - and that attitude permeates to the extent that they won't even bother to call the customer as the repair progresses – they just wait until the customer comes back to the store.
To summarise, the front of house staff are all pleasant enough but the back of house staff took my phone that needed just a battery change and managed to mess up the screen as well, and then couldn’t be bothered to call me when they decided the next step or needed to talk to me – that attitude no doubt driven by the top. Every time, nothing happened until I went back into the store. So, like I say, incompetent and badly managed – and thus best avoided.
(In contrast, I had dug out my old iPhone 6S to use while my main phone was being repaired. Battery not lasting very long, no longer supported by Apple, so I had to go into one of the many high street phone shops to get a new battery - I had lots of time on my hands! Matey changes it out in ten minutes in front of me, costs £30. Sure, I have no warranty but hey, the phone is nine years old. The contrast between that and iStore cannot be starker.)
July 30, 2024
Unprompted review
Reply from iStore
Hi Al,
Thank you for sharing your detailed feedback. We’re sorry to hear about your disappointing experience and apologise for the inconvenience you faced.
Firstly, we regret the delay in opening the store that morning caused by unforeseen circumstances.
Regarding your iPhone battery replacement and the subsequent Touch ID issue, we understand how frustrating it must have been.
We replaced the battery successfully and performed an extensive diagnostic test (using Apple’s system) on the device before handing it back. All the tests passed, including the Touch ID, therefore there was no reason for the tech department to suspect any malfunction.
We attempted both a revive and a restore, but neither resolved the problem. When we went to process the display replacement, Apple’s system flagged that a whole unit replacement was required. Unfortunately, we do not have any decisional power on the matter and we are not able to override.
We acknowledge that our communication could have been better. We should have ensured you were informed more promptly, especially considering the inconvenience of travelling back and forth. Our intention was to keep the repair options open for you and not lock into a decision without your consent.
We have noted your feedback about the lack of call updates and will improve our processes to avoid similar situations in the future. Given we had your phone, we assumed you didn't have another device to contact you on, but we should have clarified this and found a way to keep you better informed.
While we strive to provide top-notch service, we fell short in this instance. We appreciate your patience and the time you took to share your experience. Your feedback is invaluable and will help us improve our service.
If there's anything further we can do to make this right, please let us know.
~ Irene
Visited the Crawley store today…
Visited the Crawley store today following an issue charging my iPhone. Josh who greeted me, was excellent and had my issue sorted within 2 minutes. Really appreciate your help. Highly recommend
August 4, 2024
Unprompted review
Reply from iStore
Hi Karl,
Thank you for your feedback! We're thrilled to hear that Josh was able to assist you promptly and efficiently with your iPhone charging issue. Your recommendation means a lot to us. If you have any more questions or need further assistance, please don't hesitate to reach out.
~ Irene
The young man we dealt with was…
The young man we dealt with was incredibly helpful. He asked us about our iPad use and made realistic suggestions about what would suit us. I went into store thinking I needed the biggest and most expensive but instead, on his advice, I bought the perfect iPad to suit our needs. I would most definitely use this store again
July 22, 2024
Unprompted review
Reply from iStore
Hi Deborah,
Thank you for sharing your positive experience! We're thrilled to hear that our team member provided you with helpful advice and guided you to the perfect iPad for your needs. We always strive to ensure our customers find the right product and it's rewarding to know we've succeeded with you. We look forward to serving you again soon!
~ Irene
Reply from iStore
Hi Christian,
We're delighted to hear that you enjoyed our service. Thank you for your review!
~ Irene
Everything fine once I had made my way…
Everything fine once I had made my way through the security system to make payment.
Delivered next day.
July 24, 2024
Unprompted review
Reply from iStore
Hi,
Thank you for your feedback! We're glad to hear that everything went smoothly with your order and that it was delivered promptly the next day. We appreciate your patience with the security system and hope you enjoy your purchase.
~ Irene
Reply from iStore
Hi Isacc,
We're delighted to hear that you enjoyed our service. Thank you for your review!
~ Irene
Reply from iStore
Hi Philip,
Thank you so much for the kind review. I hope you're enjoying the new device!
~ Irene
Quite Effortless
Process of ordering was extremely easy and I was able to find exactly what I needed with all the desired specs on my purchase. Finance options came in super handy. Delivery was super quick, literally next day and handled great. I am very pleased and would definitely recommend :)
July 16, 2024
Unprompted review
Reply from iStore
Hi,
Thank you for sharing your positive experience! We're thrilled to hear that you found the ordering process easy and that you were able to find exactly what you needed with the desired specifications. It's great to know that the finance options were helpful and that the delivery was quick and handled well. Your recommendation means a lot to us, and we look forward to serving you again in the future!
~ Irene
Reply from iStore
Hi Beenish,
Your satisfaction is our goal. Thanks for taking the time to leave a review.
~ Irene
Speedy delivery and helpful staff
Ordered a Macbook Air on Monday evening and it arrived Wednesday, very speedy service. After speaking with a very helpful and knowledgeable person from the IStore team in Chester I knew exactly which size and spec was right for my needs. Macbook is now set up and I am very happy with my choice.
July 3, 2024
Unprompted review
Reply from iStore
Hi Anna,
Thank you for sharing your positive experience! We're delighted to hear that your MacBook Air arrived quickly and that our team in Chester was able to assist you in choosing the perfect size and spec for your needs. Enjoy your new MacBook, and we look forward to serving you again soon!
~ Irene
Very bad experience at the shop in…
Very bad experience at the shop in Guildford, Uk. I was told initially that they would need the phone for 40 min to replace the battery, I have pre-booked. Once I got there they told me that I was wrong and that they needed 2 hours instead. When I came back after two hours the phone wasn’t ready yet, the technician came out without apologies and on the top of that he got really defensive trying to blaming me for keeping him there. I then was told to wait another 30 min. After 30 min, again the phone was not ready and I had to wait another 10 minutes. The staff was avoiding me while I was there waiting, very unprofessional. Finally I had my phone handed to me but the battery was at 18% and I had to run home to make sure i would get more charging. Absolutely appalling service. Avoid avoid avoid
July 3, 2024
Unprompted review
Reply from iStore
Hi Luigi,
Thank you for sharing your experience with us. We are sorry to hear about the inconvenience and frustration you encountered during your visit to our Guildford branch.
We regret that there was a discrepancy in the initial timeframe communicated to you. Our standard procedure is to quote 2 hours for iPhone battery replacements, and we are currently investigating why this was not accurately conveyed to you.
Regarding the delay you experienced, we understand how frustrating it must have been. The technician was attempting to ensure the battery replacement was completed as swiftly as possible, and we apologise if his communication came across as unprofessional. This was certainly not his intention, and we will address this matter internally.
As for the battery level, per Apple Safety Guidelines, new batteries cannot be fitted if they hold more than a 20% charge. They are received from Apple with this level of charge, so a battery level of 18% is within the expected range following a replacement.
We deeply regret that your visit did not meet your expectations. We hope to provide you with a much better experience in the future.
~ Irene
fast and reliable
Shipping was fast and reliable. I received my order within two days, and it was well-packaged to prevent any damage. I highly recommend this to anyone looking for quality gadgets and reliable service.
June 27, 2024
Reply from iStore
Hi,
Thank you for your fantastic review! We're thrilled to hear that your order arrived quickly and in perfect condition. We strive to provide quality products and reliable service, and we're glad we met your expectations. Your recommendation means a lot to us.
We look forward to serving you again!
~ Irene
No tracking Info
I placed my order yesterday evening, however, 24 hours later, I am unable to track the status of my order.
I have reached out via the website twice today, but have received no communication and am beginning to doubt the validity of my order.
June 19, 2024
Unprompted review
Reply from iStore
Dear Katherine,
My apologies, I can see that I did reply to your ticket yesterday, however it looks like it didn't reach you.
Tracking is available on the morning the order is due for delivery. Which is today and tracking was provided earlier this morning. Delivery will be with you within the order timeframe.
Please reach out to webshop@istore.co.uk if you have any more questions relating to your order.
All the best,
Will - iStore Webshop
Reply from iStore
Hi Peter,
Thank you for your kind review!
We're delighted to hear you found our website easy to navigate and enjoyed fast delivery.
We appreciate the 5-star rating!
~ Irene
Really great!!
Really great has been my third I bought from this website and I recommend everyone trust worth
June 11, 2024
Reply from iStore
Hi Guendy,
Thank you for your continued support and recommendation! We're thrilled to hear you've had great experiences with us. Your trust means a lot. Your 5-star review is much appreciated.
~ Irene
Fast efficient
Fast efficient. Service. Transferred or information from my old IPhone and IPad to the new ones.
June 7, 2024
Reply from iStore
Hi Tony,
Thank you for your feedback. We're glad to hear that you received fast and efficient service for transferring your information to your new iPhone and iPad. We appreciate your 5-star rating. If you need any further assistance, feel free to reach out. Thanks for choosing us!
~ Irene
All was good
All was good, the price, and paying options, quick delivery, great product quality, i am happy with everything
June 7, 2024
Reply from iStore
Hi,
Thank you for your feedback! We're pleased to hear that you were happy with the price, payment options, quick delivery, and product quality. If you need any further assistance, feel free to reach out. Thanks for choosing us! ~ Irene
Fantastic product with easy delivery…
Fantastic product with easy delivery would recommend
May 21, 2024
Reply from iStore
Hi Jason,
Thank you for your feedback! We're thrilled to hear you found our product fantastic and the delivery easy. We appreciate your 5-star rating and recommendation.
We can't wait to have you again as a customer. Thanks for choosing us!
~ Irene
Not next day delivery
I was told that it would be next day delivery, then I was told it wouldn't be delivered for another couple of days. I went with iStore as they offered free next delivery which I needed since my old MacBook stopped working which meant I couldn't manage my business.
June 3, 2024
Unprompted review
Reply from iStore
Hi Ryan,
Our free delivery service takes 1-2 working days. Since your order was placed over the weekend, it was processed on Monday and delivered within the expected time frame. We specify this on the product page, our FAQ page and in our order confirmation emails.
If you have any further questions, please feel free to reach out to us directly at marketing@istore.co.uk.
~ Will
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