Unpleasant experience at a local Apple store

Question

Hi
I'd like to share my experience at a local Apple store. I am not sure this is the right place to initiate this but I couldn't find an email link for complaining about the Apple customer service.
My wife has a Iphone4 and she has cracked panels for both front and back side. She's been to the Apple store at Bethesda, MD and one of the staffs told her she should pay $29 for repair the front side panel and also she offered her a free phone replacement.
At that time, she didn't backup the phone. So she did a backup and visited other Apple store at Tysons Corner, VA. The staff told us we have to pay $140 something for repairs and there is no replacement policy for her phone available. That's fine. Why each Apple store has different policy? OK. That's fine.
The worse thing happened was the staff was very unkind and unprofessional. We felt like he looked down on us. Even he said why we did not fix the phone at the Bethesda store. He made fun of us saying just bring the phone to there. He kept making sneering smile on his face and talked with the other staff about the situation. They laughed at us.
I was so unpleasant and asked him to call his manager. And the manager kept saying the different policy and never mentioned about his wrong and arrogant attitude toward customer. I can't understand this situation and I strongly appeal this to Apple customer service dept.
I need to have a reasonable apologies from him and the manager which they refused to tell on the day. The address of the Apple store is
1961 Chainbridge Road McLean, VA 22102 [phone].
How can I report this to the customer service representative?
Thanks.

Answer 1

Screen Damage
Accidents happen. Sometimes a screen can get cracked or shattered. We’re here to help.
Request iPhone service
You can mail us your iPhone, make an appointment with a Genius at an Apple Retail Store, or click or tap below to start a service request and see more service options.
How long will it take?
Service at an Apple Retail Store is normally completed on the day of your appointment. If you send in your iPhone for service, you’ll receive a replacement or your repaired iPhone in three to five business days. A replacement iPhone will be new or equivalent to new in both performance and reliability.
How much does iPhone screen repair cost?
Repair and replacement costs depend on your iPhone model and your AppleCare coverage.
When you request screen repair online or by phone, Apple will place an authorization on your credit card to cover the iPhone out-of-warranty cost. We’ll charge this amount if your iPhone has additional damage and is eligible for out-of-warranty service. If your iPhone has no damage other than the screen, we’ll charge the amount below. Learn more.
iPhone 6: $109
iPhone 6 Plus, iPhone 5s, iPhone 5c, iPhone 5: $129
Plus a $6.95 shipping fee. Fees are in USD and exclude local tax. Pricing applies only to screen repair by Apple. Accidental damage isn’t covered under the Apple One Year Limited Warranty.