It's yet another kind of bait and switch. Bait you with good service then switch to behavior that would be considered abusive inside any bricks and mortar shop anywhere in the world.
Apple aren't your friend. They'll show you this whenever it suits them. If you have feelings other than suspicion and dread about Apple (or any other big tech company) you need to address those because you're having your basic human responses of being kind and decent hacked by highly paid and trained professionals.
"I don't like Apple but some of their products are better than the competition" Is the absolute best they should ever get from your emotions.