Business
Why So Many South Africans Are Complaining About iStore Right Now
Why South Africans Are Losing Patience With iStore
For years, buying an iPhone or Mac locally often meant one thing: walking into an iStore. The sleek branding, premium pricing, and promise of Apple-level service created a sense of trust. Lately, though, that trust appears to be wearing thin, with a growing number of South Africans sharing stories of poor service, delayed deliveries, and frustrating refund battles.
Across online platforms and private WhatsApp groups, the mood has shifted. What was once excitement around a new device is now often replaced by anxiety about whether orders will arrive or warranties will be honoured.
A wave of complaints that cannot be ignored
Consumer sentiment tracking site HelloPeter paints a stark picture. Over the past year, the overwhelming majority of reviews for iStore South Africa have been one- and two-star ratings. Many customers describe experiences that feel far removed from the premium promise attached to Apple products.
Common themes keep repeating. Shoppers say store staff are dismissive or lack basic product knowledge. Others complain about being sent from pillar to post when trying to resolve simple issues. Stock shortages and long delivery delays feature heavily, with customers reporting weeks of waiting and little communication.
What makes the situation more concerning is that these complaints are not limited to one branch or region. Reports span multiple stores across the country, suggesting deeper operational problems rather than isolated incidents.
Warranty disputes hit a nerve
Few things anger South African consumers more than feeling shortchanged on an expensive purchase. Several customers allege that iStore is failing to honour warranties on devices that are barely a year old.
One particularly troubling account involves a relatively new iPhone that stopped working mid-contract, allegedly due to a manufacturing defect. The owner says they were left without assistance despite paying premium prices and being locked into a long-term agreement.
Another case raised questions about repair standards. A customer claims their phone suffered catastrophic water damage shortly after a battery replacement, despite the device being rated as water-resistant. Requests for technical proof that the device had been properly resealed were allegedly ignored, adding to suspicions and frustration.
Social media adds fuel to the fire
The issue has spilled onto social media, where public figures are now weighing in. Sean Ashton, an executive at Old Mutual Wealth, took to X to air his frustration after waiting weeks for a refund on a cancelled order. His post, addressed directly to Tim Cook, struck a chord with many South Africans who replied with similar experiences.
In a country where word of mouth travels fast, these high-profile complaints carry weight. They also raise uncomfortable questions about accountability when problems go unresolved.
Not Apple, but often mistaken for it
One major source of confusion is ownership. Despite its branding, iStore is not owned or operated by Apple. South Africa has no official Apple retail stores. Instead, Apple products are sold through authorised resellers, including iStore.
For many years, iStore benefited from near-exclusive access to Apple devices because its parent company, Core Group, was the sole official distributor. This led to long-standing accusations of inflated pricing and limited competition.
That landscape changed in April 2024 when Asbis Group became a second official distributor. Since then, South Africans have started seeing more competitive pricing, with retailers like Amazon.co.za offering lower launch prices on some new Apple products.
A turning point for tech retail in South Africa
The growing backlash against iStore comes at a time when South African consumers have more options than ever. Price comparisons are easier, alternative retailers are stepping up, and patience for poor service is wearing thin.
If iStore wants to retain its place as a go-to destination for Apple fans, rebuilding trust will be essential. Clear communication, faster refunds, and transparent warranty processes are no longer optional in a market that is finally becoming competitive.
For now, the message from customers is clear. Premium prices must come with premium service, or shoppers will simply take their money elsewhere.
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Source: MyBroadband
Featured Image: Mall of the North
