For sure, I have been a long term Apple user inside business and without. But my experience of visiting an Apple Store has gone from bad to worse. I booked a battery replacement online. I selected 2.20pm as my appointment time. I assume the appointment time was related to when my device would have its battery changed. I was wrong. When I entered the store a guy asked if he could help. I said I came for an appointment to have my battery changed. He directed me to the back of the store to some seats, because I guess he was not sure I could find my way there without guidance. Once I was there a second 'genius' took my details and asked what was wrong with the device. Clearly she had no access to the original booking platform so I had to repeat myself. Then a third 'genius' came to do a 'diagnostic' on my phone - my goodness I have never been in the presence of so many geniuses before!. I get it. I told him it works, can only charge to 81%, but he was not allowed to believe me - he had to see himself (mostly because he was a 'genius' and I was not. So at only ten minutes in I am past the cast iron screening process designed to make everyone feel like an idiot in the face of an Apple 'genius'. I was relieved of my phone and was told, despite the appointment that I made for 2.20, that the (what I know to be a 30 minute procedure) was going to be completed by 5.00pm. 2.5 hours later. When I returned at 5.00 I was told it was due to finish at 5.20 by another 'genius'. So I came back at 5.20. Unsurprisingly, true to expectations the 30 minute repair had not been done by 5.20 so I told the new 'genius' I was talking to to get the backroom 'genius' to give me back my phone if they had not opened it as I would rather leave and salvage what was left of my day. But hey - guess what? It was open but not finished. SO they would not return it to me. By then I was seriously regretting coming in and wished I'd gone to iSmash for a non-Apple battery replacement. Finally, by 6.05pm my phone was returned with a new battery with a lot of pomp and ceremony ("I'll run and get it"). And here's the thing. Apart from the annoyance of having to face 3 smiling 'geniuses' before I got to hand my phone over; despite putting up with Apple Arrogance (with Apple - arrogance comes as standard - you don't pay extra for that) the replacement was not done at the time the appointment was made. OMG - wait a sec. Maybe you had a rush of customers. But NOO. Apple does not countenance a rush of customers. Everyone has their slot. So. Why not make my slot 5.30pm?? After all, given that you charge £85 for a replacement battery, the item probably costs £45 and the labour £40. Suggesting a half hour job. Half of my entire day was wasted by a supremely inefficient, and arrogant service.