The back story: Attended the iPhone 6 release on 9/19 at Town Square. I arrived at 5am and found a few hundred people ahead of me. Not surprised. At 6:30, an employee told us that their system was down, so they could not go down the line and reserve phones. They promised that they would do an inventory and hand out vouchers for the phone we wanted, allowing us to leave and come back any time that day to get our phone. That promise never happened. I then was told that the store was allowing people to purchase up to two phones at a time. This is absolutely insane to do on a launch day. With hundreds in line, it would have been more humane to limit it to one. The staff was very friendly and helpful, but the store is poorly managed and handled this situation badly. In the end, I waited nine hours and was told that they sold out. Very disappointed.
Next day: I decided to try my luck that night on the website and see if any phones were available. Fashion Show location had just what I wanted, so I bought it online for pickup that day. I made my way down there and saw a huge line again. I was then told to stand in a separate line for those who already bought a phone. After five minutes, Phil greeted me warmly and immediately got my order. I told him about my horrible experience at Town Square and he was horrified. He then proceeded to do all he could to make it right. I won't go into specifics, but he was awesome. I cannot say enough about Phil and this store. Thank you!