GMS Store Reviews 1,750

5 star service

Unacceptable delay in delivering APPLE IPHONE models. Their express courier company, NACEX, is also terrible. Avoid.

I ordered 2 products for pick-up in store, after validating that those are on stock. That day I was already in 3 different shops in Lisbon, unsuccessful, so I bought the products online to ensure I can have them - thinking that it will be ready in a couple of hours, as in every other shop with in-store pick-up. Wrong. In the end, I needed to wait 3 days until I was able to receive the (in stock locally) items, the online support was not available on weekends, and the clerks locally couldn’t do anything than tell me to wait. Never ever in my life, that was the worst experience from customer perspective, ever.

Product showed as available on the website, I order it, and then received nothing - no confirmation or anything - for over a week. Customer service line kept hanging up on me, chat was unresponsive. I had to drive to a physical store to get information that the product was not in fact in stock when I ordered it.
Then, suddenly, two weeks after the order was made, a dispatch notification came and the product was delivered the next day.

The service is unfriendly and unhelpful with not good English knowledge. I bought air pods that were supposed to be with mag safe option - they're not (I asked the salesperson several times if they are, but unfortunately noticed it when I got home). I cannot return them because the shop does not have the same policy as apple (and here again: I double-asked the sales person and he every time his answer was that they have the same policy as Apple and returns are possible within 14 days). I went to the store again to ask about a solution and they were of no help. The whole conversation was very unpleasant, the boss has been yelling and interrupted my talking the whole time. DEFINITELY WOULD NOT RECOMMEND!!!

Nothing more to add - excellent service!

Smooth and fast transaction and delivery.

Called store in Faro for help with service of my Apple TV box they said call 217960597 i tried so many times you wait 9 minutes 30 secs then someone answers as they answer they put the receiver down so you call again 3 times same thing happens what really terrible service a bought a iPhone 12 pro from them for 1,150 Euro it means nothing to then they have no interest in customers once you have paid for your purchase Liguei para a loja em Faro para obter ajuda com o serviço da minha caixa de Apple TV, eles disseram ligar para 217960597 tentei tantas vezes que você espera 9 minutos e 30 segundos, então alguém atende ao atender, eles colocam o receptor para baixo, então você liga novamente 3 vezes a mesma coisa acontece o que realmente serviço terrível, comprei um iPhone 12 pro deles por 1.150 euros, não significa nada, então eles não têm interesse nos clientes depois que você paga sua compra

Absolutely ridiculous support service.
I had 3 month old iPad that had been in its cover, never dropped, that had part of the screen by the button pop and drop down on the inside. No external damage.

I sent it off to their support center who simply noted: "broken screen". Which means it's on the customer to pay for a full replacement.

When I asked for a proper assessment they told me to reach out to apple - Apple in turn told me that they can't do anything and that it's all in the hands of the service provider.

So apparently, the producer of the product takes zero responsibility for their broken devices and their poor service provider support.

Extremely disappointing.

Don’t visit this store. I went for a cuple times and they are not on the level we used to have from Apple-Stores. The team is really unable especially you have to be careful if you meet Hugo Pereira because he is the most unprofesional of the team. Today I pased a note to to Apple to make them think about if it make sense that GMS continue beeing Premium Seller even if they are unable to make basic after sales Services.

Serve o propósito

Everything was great but, in my case, my employer was buying me a MacBook Pro and we were not able to pay using a non-Portuguese billing address. So we had to pay using a Portuguese billing address + someone's NIF number as it seems to be mandatory. Another thing is that I didn't receive any email confirmation ever. Just the online confirmation that I paid 😒 it might be a corner case but it would be great if in the future these 3 things would change.

Very mixed feelings about the experience - Definitely not dealing with Apple as you do in London, NY - clear you are dealing with an authorized 3rd party reseller.

Things to be aware of:
1. GMS Store is a different entity to the GMS Shops found in the shopping centers.
2. GMS Store online can do a click and collect, but only to one shop in Lisbon pretty pointless. (seems like the only agreement between the shops and online that exits).
3. Can’t do returns to any of the stores, has to be sent back to the online store through the mail.
4. Don’t have the same products or availability in shop vs. online, ok this is seen in other shops as well. I wanted to buy in store, but had to order certain things online.
5. They offer a WhatsApp chat but they are very slow to respond, not an instant chat.

Positive
1. Made the order of a MBA, it arrived when they said it would, pretty fast.
2. Had to return one peripheral, shipped it to them , the refund was fast as well.

I think that it would be so much better if the online and in store experience were more seamless. Even as separate entities, it almost feels they are also different owners.

I will try other authorized resellers and see how things go, Corte Ingles and Worten also sell some Apple Products.

I ordered a Macbook to be picked up in the Faro shop the same day, and the website worked well.
The staff (3 or 4) in the shop were very friendly and wanted to help, but the procedure was obviously not familiar to them and it took about half an hour to release the computer.
I think it would have been faster not to order online, but as I am 20km from the shop I wanted to be sure the model I wanted was there.

The computer works great after 1 year, very satisfied. Thanks!