Mrs L.

Our family has purchased 3 iPhones from Orchard - two 5S and one 6S - between 2017 and 2018. All the 3 phones arrived promptly, in good condition and packaging. We had no problem setting them up. The price was reasonable, considered the thorough testing and 30-day warranty. We did not have any problem with the 3 phones, hence never needed the warranty.
But what impressed us most was their customer support when we had problem with a pair of new earbuds we bought as a complete package with the 6S. The 1st pair did not work; They promptly shipped us a 2nd pair which was lost in the mail; The 3rd pair we received but also did not work. We visited their office on College Street as they suggested, for them to trouble shoot and were provided a replacement pair. In 2 months, unfortunately, the pair failed again. We visited the office again on December 7 and received another pair of replacement.
With all these failures we should have been frustrated. However, in all the correspondence and in each encounter, we witnessed their staff (Dylan in particular) went above and beyond to trouble shoot and try the best to solve the problem. Although they could not figure out what went wrong but they focus on customer experience, put themselves in our shoes and take ownership of the issues.
It was a life lesson for my teenage daughter - even in mishap, a calm and positive approach can always make the situation better for everyone. Orchard may not have full control if the batch of earbuds have some defects. But they have control on good customer support, and focus on just that.
We left Orchard with a new pair of replacement, and I know I will remain a loyal customer!