If I could give zero stars I would. Absolutely nig...

If I could give zero stars I would. Absolutely nightmare service! I called customer care who set up an appointment specifically to replace my iPhone 11max pro because it arrived scratched to my house for the same night. I drive an hour to the location and wait an hour in the store while the guy helping us gets the needed code . After an hour in the store he gets the code and goes to the manager Reid and comes back over and tells me that the manager won t let him give me the new phone. I told him that wasn t an option, it was in their system I was to get a new phone, PER THEIR CARE TEAM. The manager came over and told me their care team made promises he WOULDN'T KEEP. Reid refused to give us his full name, he was directly going against their orders. He also refused to give us his managers name as well. We have a complaint against him and the store. I have never been treated so terribly by anyone, let alone a manager going against his own companies direct order. Their online team is replacing the phone, since he wanted to refuse it, something the care team told me was absolutely against company policy and not what apple does to their customers.