Joel was an absolute pleasure. He was extremely helpful and patient. My father didn't know any of his passcodes or how to get into his new iPad and Joel was kind and patient with us. We left with the iPad completely set up and all data transferred to the new iPad. He smiled the whole time. A man who loves his job. He is a keeper. Beth Cook read more

Formal Complaint Regarding Employee Misconduct at Apple Oak Brook Mall I am submitting this formal complaint regarding the conduct of Heather L. Bryson, an employee at the Apple Store - Oak Brook Mall, during my visit on February 24, 2026. I have been an Apple customer for nine years, and I have never experienced treatment of this nature at any Apple location. Summary of Incident I approached the store with a simple question regarding my AirPods case: whether the case could be repaired or replaced, as the pods themselves still function. Heather initially responded that Apple "can't do anything" and suggested I contact a third‑party repair service. When I asked for clarification on why a corporate Apple Store could not provide repair options or guidance, Heather became visibly upset. She refused to provide: * Her name * A business card * Contact information for store management * Information for Apple Corporate * Access to a technician who could explain repair or mail‑in options Her refusal escalated into outright hostility. When I attempted to calmly escalate my concern to a manager, she repeatedly told me to leave the store instead of providing the requested information. Escalation and Physical Contact During this exchange, an unidentified male wearing a hoodie and hat -- who did not appear to be an Apple employee -- aggressively bumped his chest into me and attempted to physically remove me from the store. Only afterward did another employee inform me that this individual was "security." His behavior was unprofessional, aggressive, and completely disproportionate to the situation. I informed staff that I would wait for police to arrive so the situation could be documented. Despite this, Heather continued yelling "Leave" and prevented another employee from assisting me or even hearing my concerns. She then called the police -- not mall security -- simply because I requested escalation to management and corporate. Concerns of Discrimination I believe Heather's behavior was discriminatory. I made it clear I was willing to leave once she provided the appropriate corporate or managerial contact information. Instead, she escalated the situation, involved police unnecessarily, and contributed to me being banned from the mall and arrested -- all over a request for clarity on an AirPods case repair. Her conduct was unprofessional, hostile, and inconsistent with Apple's customer service standards. With a respectful approach, this interaction could have resulted in a sale, as I was open to purchasing a new pair of AirPods if repair was not possible. Documentation I have obtained the FOIA records for the entire incident, including police documentation. I intend to make my experience public and pursue any appropriate legal action regarding discrimination, negligence, and the mishandling of a long‑standing Apple customer. Requested Action I am requesting the following: * A formal review of Heather L. Bryson's conduct * Clarification on Apple's policies regarding customer escalation and repair inquiries * Contact from Apple Corporate or Executive Relations * Confirmation of whether the security individual involved was contracted by Apple and whether his conduct aligns with Apple's standards This experience was unacceptable and deeply concerning. I am asking for Apple to address this matter promptly and professionally. read more

I am extremely disappointed with my recent repair experience. Apple replaced the mid section of my phone and changed the serial number without informing me beforehand. I was never told this would happen, and the consequences were significant. Because the serial and IMEI changed, my cellular service could not be reactivated without contacting my carrier, which left me without phone service or verification access at a critical time. This created a cascade of unnecessary issues including Apple ID verification problems and delays that could have been completely avoided with basic communication before the repair. If I had known this would require carrier reactivation and potentially disrupt my access, I would have planned differently. At $16.99 per month for AppleCare, I expect transparency and foresight, not surprises that leave me locked out of my own device. I could have taken this phone to an independent repair shop, paid less, avoided a serial number change entirely, and not been forced into a restore or carrier intervention. The repair itself may have been completed, but the customer experience was careless and disruptive. Apple should inform customers upfront when a repair will change identifying hardware and impact carrier service. That omission is unacceptable at this price point. read more

This Apple Store had a nice layout. It was quite spacious. It looked like they had a lot of staff. I appreciated that it was at the Oak Brook Center. I thought they had a great location. It looked like they had a lot of great Apple products too. read more

Nightmare, long waits, no straight answers. Messed up appointment time, and waited 3 1/2 hours for them to pair my watch to my phone. Tell me what to expect and I'll go home and do it myself. read more

Like all Apple stores this store was crowded, busty and hectic . It is smaller than other Apple stores, but has the same design. We were greeted, and told the worker the reason we were there. We were told it would be approximately 15 minutes and showed where to wait. Approximately 8 minutes later we were taken care of and out quickly. I have only had positive experiences with Apple employees and commend them for outstanding customer service. read more

This place is always crowded and a bit hectic, but despite these flaws this location is always convenient for me to stop by. I was able to make an appointment this morning for today. When I entered I checked in with an associate and probably waited about 6-7 minutes before my name was called. There was debris in my charging port preventing me from properly charging my phone. It was an easy fix, it took about 10 minutes. They took my phone to the back cleared out the debris and voilà my phone was fixed! Free of charge, can't beat that! So happy I live near a reliable Apple Store where I can get all the care I need for my Apple products. read more

Only go there if you have to, it's a mess. They have nice people, but not everyone is informative nor helpful. It's always hot in there and just seems like chaos. read more

It took over an hour to tell me there's nothing they could do for a damaged iPad. This place is designed to push the latest Apple products, nothing more, nothing less. read more

First time ever at an Apple store. I needed ny ipad replaced due to a broken screen. I set up the meeting online and they took me on schedule. I was in and out with my new ipad in 30 minutes. The "Genius" isn't the most educated on Apple products (so be patient and do your research), but the customers that you encounter here are far worse. read more

My daughter locked herself out of her phone, we don't have a Mac to reset it and of course she was desperate to get it back working, so we needed to go the the Apple Store. I was worried it would be an all day event bc we didn't have an appointment but it was the total opposite. We were seen within 20mins and out in about 40mins only bc we were trying to recover all of her pics. Everyone was so nice, pleasant, helpful and I really appreciate the convenience of it all. read more

My 11 year old son asked for the new iPhone 16 but instead he got a iPhone 6 and a 2017 MacBook air. He is now crashing out and wants to sue. read more

Apple Oakbrook - Computers Near Me - Oak Brook, Illinois

Conveniently located but this store consistently has some of the worst customer service. I shouldn't have to flag you down to buy a $2000 computer. I've never been in a store, other than this one, where so many people are standing around waiting to help and I get ignored to 10 minutes. Yes, I timed it. Even when I asked for help, I was told they would send someone and no one ever came........I was looking to purchase a MacBook Pro......This is not my preferred Apple Store. My preferred Apple Store is in Naperville but this is much closer.......Just terrible. Eventually, I just left. From now on, I'll just goto my preferred Apple Store...........Happy holidays, I guess..... read more

We stopped by this store because we had some confusion on how to properly transfer data to the new iPhone 16, it seems that no more Sims cards isn't that great an idea. But anyways, the place was very busy so we waited our turn. They were very helpful with our problem. I began looking at a new iPad while I was here, they have numerous varieties. The place is very clean, well lit and the staff is very professional. read more

From the moment we walked in we were immediately helped and taken care of from very knowledgeable staff. I purchased my phone from the Apple Store and had it delivered to the store and I had an appointment to pick it up at a certain time. Place was insanely busy and I tried to get an appointment days earlier to have them take the time to help me get my phone information and all my stuff transferred from my iPhone XS to the new IPhone air. I was disappointed I wasn't able to get an appointment because everything was booked, but I figured I would just take it home and try and do it on my own when I get there as soon as I walked in the greeter sent me to the line to pick up my phone and write them in there, I asked them if anyone would have time to help me set it up and get it transferred and they said absolutely. I was shocked but so relieved and so happy it took close to an hour to get everything transferred, and I had to go through several different techs because they kept changing stations, maybe but whatever the case was each one they sent me and this person would be helping like the whole table of people so those poor techs we're bouncing around from person a person, and in some cases even tables each one of them knew exactly what they were doing, and like I said within a little less than an hour to an hour taps, we were out the door and everything was transferred successfully so happy with the Apple Store and with the employees and what the whole transfer of information read more

Had an appointment at 11AM for Vision Pro. Arrived in time and was checked in. Waited for more than 30 minutes and left as no one was there to the demonstration. Talked to a supervisor and she said sorry we have no personal, Than why does Apple take appointments? read more

My partner and i went to the Apple Store yesterday, in our matching pink crocs. The employee put us in a queue and had us hang out a bit. About ten minutes goes by, and the scheduler is not far away talking to two guys who also worked there. I can hear the guy say "and Lucas is right over there waiting on us" and I see these three men look back at us up and down, and shake their heads no. I assume They saw our matching crocs as neither of the employees spoken to came to assist us, and made a woman who wasn't even covering the floor come help us. Do not shop here if you are a veteran or of the community. read more

Came in on Saturday march 8 ahead of time for my appointment to test my phone. The guy helping me helped me for 10 min, made a conclusion before testing my phone. I still asked him to test. He told me to hold on while he helps a girl with her MacBook across the table from me. He spent 30 min helping her pick out a hard drive while I waited there in front of them. I finally asked "can I go now?" He said "yea you're good." I unplugged my phone from his MacBook and left. I never got a feedback form to rate the experience. I always come to this store to buy my devices but I'm avoiding this guy going forward. Case ID: 102546346735 read more

This isn't this specific store per se, but basically Apple. I brought my computer in for data transfer, reached out to the store to see if it's done, and kept getting sent to the general customer support line. CS says it's done, but I have no way to verify with the store other than driving out there (about 40 mins). Very frustrating. read more

Some of my discontent with this visit is just Apple, period. Like how annoying it was that even though I made an appointment several hours prior to showing up here, I still had to wait about 15 minutes (yes, I was on time) because they don't have enough technicians and they let the techs have enough time with folks who come in for help. Or how everyone wears the same color, and since at some (many? All?) they've actually gotten rid of the specific Genius Bar area you don't know if the people standing around chatting with each other in apple shirts are just ignoring you, or if they're sales or whatever and can't help you with technical issues. That's just really annoying and I don't understand why anyone at Apple corporate doesn't realize that perception is just as important as having "one apple" or some stupid junk. The tech who helped me, Michael, was competent. He was welcoming (not overly friendly or familiar, which I appreciated). When my phone was doing it's thing and there wasn't anything to do but stare at it for 30 minutes, I was more than happy to let him help another customer so they didn't have to wait longer unnecessarily. Perhaps that was my mistake? Because the receipts that were emailed to me were for that other woman, not me. I never received a receipt/confirmation of service for my own issue, just hers. With her full name, phone model, purchase date, serial number, and IMEI included in the email. Not sure who now has the information for my phone--if it was her maybe I'd feel a bit safer since for better or for worse I don't assume a woman in her mid 60s or older would think or know to do anything harmful with it--but it's really disconcerting since I won't be replacing that phone anytime soon. I'm sure someone could cause me plenty of problems if that information was in the wrong hands. So, thanks, Apple. I guess I've learned my lesson and next time I need help I'll just make the person sit and stare at my phone with me for 30 minutes since they can't be trusted to keep customer information straight. read more

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Came in on the release day of the new iPhone to buy a previous model iPhone (was not aware the new iPhone was releasing that day), but the staff was still super nice even though there were lots of people with booked appointments ahead of us. One of the staff members told us to stand outside the store and wait for assistance. Two more staff members approached and asked if we had been helped. Within 20 minutes, we got our phones despite being one of the busiest days. Staff was helpful and quick, got straight to the point and got us out faster than expected. read more

I have an iPhone 16 I got it back in November. I have been to this location multiple times for the same issue I have been having for the past 6 months. The techs are nice and I appreciate the patience they have. Unfortunately my problem has not been solved. My phone has been erased and reset multiple times and still the same issue persists. I was told by a head genius erasing my phone and then restoring it would fix my issue and it did not. There were techs there that were so dismissive of my issue and just passed me on to others. I wish they took things seriously and not act like it was a waste of their time. If my issue cant be fixed, i will return this phone and go to android. Worst experience. read more

Crystal was amazing and patient with us and did not give up on our phones issue! 10/10 recommend

This Apple Store location is much like every other Apple Store location, it's great! It's centrally located within Oak Brook Mall, offers plenty of square footage to browse, has a friendly staff, is clean and inviting, and moves customers in and out efficiently. From time to time I stop in for this, that, or the other and each time I have a delightful experience. My most recent trip was much the same - I was in and out quick with exactly what I needed. Well, I did a bit of browsing as well, but you can't not! For these reasons, and because it's the closest to home, I'll be returning here many times in the future. read more

If you're a woman of color, don't spend at this store. Apple needs to train staff, and Team Leads specifically Gabriel at this store on how code of Ethics when dealing with the general public, and how unprofessional and disgraceful it is for store staff, especially leadership to threaten a customer. He's a huge liability for the company if this behavior is allowed. I spent 2 hours in the store waiting to upgrade my phone to leave with no new phone and time wasted. The issue was due to a software glitch on Apple's end, that they couldn't resolve, and blamed it on my mobile carrier. They stated that a note in there system said that I wasn't eligible for an upgrade without paying a deposit... Something I have never had to do in my 20 plus years of buying phones. It was suggested by the sales person that initially wanted my sale, to contact my mobile carrier while in store & have them speak to the store staff directly to confirm that no such restriction existed on my account. I proceeded as requested and called my carrier who confirmed that I was cleared to purchase any device of my choice with no restrictions. Once Apple couldn't figure out why I kept getting a message to pay a deposit, the sales person sale and I'll quote her, "if we try to reprocess the upgrade, and it requests that you pay a deposit, you will not be able to back out and you will have to pay the full amount. Huh? I have never heard of a customer being strong armed to pay a deposit for an upgrade that they're eligible for when they have no debts owed to carrier or Apple. The sales person then said, I'm going to go get my team lead "Gabriel" to come over and assist you. She should have said, racist bully who was going to dismiss me as soon as he came over and start a yelling match in order to look like the big man on campus. Gabriel came over and said "what do you want me to do about this? I have no way of helping you. You need to take that up with your carrier" and gathered several members of his staff around in a huddle on the sales floor to make a mockery of me. I said "this is how you speak to customers, and treat them? He said "why didn't you just upgrade your phone at the t-mobile store" huh? So now I can't come into the Apple Store as a customer with a MacBook, iPhone, AirPods, Apple Watch, and be serviced? With treatment like this, he made it easy for me to make the transition of my entire product line to Android products. I will never return to this store as long as he's in leadership. Any woman of color should steer clear of him and this store. He will assume you can't pay your bill without just cause, and treat you as if you're less than. I can confidently say that his behavior is beneath my pay scale. Many of the wealthiest individuals don't look the part. That's why you should always watch how you treat people. I'm writing this so that other customers are aware of how things like this designed to try to humiliate someone, can be costly for a corporation when discrimination, and threats take place in a public place business. I had to get in contact with counsel, as well as Apple's legal and compliance department to make not of this horrible treatment I received as a 13 year Apple customer from this "Team Lead" eager to try to show his authority in front of his staff. No one spending their hard earned money with any service provider, or supplier should ever be treated this way. To the staff members that stood around and watched instead of diffusing his yelling across the sales floor, shame on you. I'm happy to say that it was all caught on camera. read more

I had a really good experience here, but then again I'm not one to complain. I made an appointment online because my screen was cracked and I couldn't use my phone. They send you reminders about your appointment and provide you with everything you need to know prior to meeting with an associate at the store. It took me a while to find the store, I never really realized how big the mall was until I had to find the apple store. A really nice lady helped me locate the store and upon my arrival the place was packed. It took a few minutes before I was approached by an associate but eventually someone walked up to me to ask me if I'd been helped. I let him know I had an appointment. He took my information and directed me to the back of the store where there are cubes and tables for sitting. I took a seat and waited patiently for someone to come and help me. It took maybe 15-20 mins for the gentleman who was going to help me with my phone. Once the gentlemen arrived to help me, we spoke for a while and discussed my options, then he took my phone to the back to get it repaired. He told me it would take about an hour but it didn't take that long. I sat at a table, plugged my other device in and relaxed while they repaired my phone. As I stated above it took under an hour. Everything was perfect, but I'm not at all surprised. Would definitely go back if I needed to. FYI : Everyone that works in the Apple Store wore a mask and practiced social distancing. read more

Wow, the most painless Apple Store experience I ever had. To be fair I was purchasing one item, not getting something repaired. But I was sent to one station, showed the person what I needed, she looked it up, they had it in stock, I paid, the end! Less than ten minutes. Everything should go so smoothly. read more

A useful resource. It's not what it once was; am I doing business or am I in a student film? The young people that helped me were technically competent and helpful. But they are terrified of anything not shiny, brand new and Apple Care protected. Make no mistake, this is a Cadillac dealership that's does not want to work on Chevy's. If You are purchasing gear and do not need brand new; go see Han. Thanks read more

I know there's a lot of people who don't care for Apple products, but today was a reminder why they're worth they're worth the money. Today I meet with Paul at the Genius Bar, he was about to bring my 2012 MacBook Air back to life without costing my a dime! I bought this computer back in July or 2012 and it's still running great! I can't say that for any of the dozen of Dell or HP laptops I've owned. Thank You Paul and Apple! read more

Apple Oakbrook - Apple Store, OakBrook Center, Illinois. - Computers Near Me - Oak Brook, Illinois

This is my go to Apple store and they have the most amazing selection and service. On this recent visit I had a new battery installed in my phone and while waiting purchased a new elastic band for my Apple Watch. My tip is to make a reservation ahead of time. read more

Apple Oakbrook - Welcome - Computers Near Me - Oak Brook, Illinois

Terrible customer service. No technicians available. Rude. Unorganized. Walked out and would never return. MUCH BETTER LOCATIONS NEARBY.

I had a software problem with my iPad so I made an appointment for Saturday, March 9. We were directed to a table in the store and shortly Stephanie came to help us. She was absolutely great! Bubbly personality and knew just how to fix my problem. Even though I am older I appreciated that she didn't make me feel like a doddering old lady. I really hope that Stephanie gets to read this. read more

so my Apple Watch broke....standing in line for 2 hours gave it in . fortunately I had Apple care so they gave me a new watch to replace. I like Apple but hate the wait!! read more

One benefit of Apple is the Genius Bar at no extra cost. Spent my career in electronics and know my way around but so happy to bring a device in and get incredible professional advice and fixes. Never had a bad experience. Some are incredibly bright on their knowledge but every one has been knowledgeable and not afraid to tap an other tech that may be slightly more experienced. And part of the cost (free) read more

Do not go to this Apple Store. They are not trained well. They locked up my mom's phone because they don't know what they are doing. Then they were rude to my parents that are 85 and told them to leave. read more

Extraordinary and thorough service. The employees here are very helpful and are happy to help.

Crazy iPhone 15 and Apple Watch Ultra 2 release day but handled fairly well so far. In and out in less than 15 minutes. Well managed location! read more

Apple Oakbrook - Computers Near Me - Oak Brook, Illinois

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I am struggling with the latest ISO update Apple has put out, Catalina. To start with I had to purchase a new MS for my Word & Excel because Catalina is not compatible with the version I was running. There goes $150 dollars but I get that. The problem was the key code would not over ride the current MS. I walked in the Apple Store at 7:45p, as soon as I could get in after I got off work in Chicago. The greeter took me in as her "one emergency case" because I use this computer on my husband's estimates. I HAVE to be up and running. Ryan spent worked his magic, after a few false starts, and I was on my way/up and running before 8:30p. Next problem with Catalina/Music is it is NOT compatible "owned" music. I OWN my music and my computer kept telling me, "you do not have international permission to play this music". Mind you I paid for and own these CD's, so I was in Friday night with a Genius Bar appointment. Paul decided we needed to uninstall Catalina and re-install Mojave, so I left my computer overnight and returned the next day with my back up so he could re-install. Apparently the updated I-phone was then not compatible with Mojave so long story short, after 3+ hours at Apple, I was back to the original Catalina that does not load my music, especially album art correctly. I left with "let's hope Apple completes a patch for this, soon." Apparently I am not the only client having issues with Apple's replacement for I-Tunes, "Music". Here is the twist. My upgrade, a 3 star to a 4 star, is because the customer service and concern for my problems was amazing. Paul was genuinely understanding about my love for my 1300+ CD's and my album art. He really cared and tried to fix my problem. The real problem is with Apple releasing an ISO that was not ready for public consumption, hence not a 5 star, but a rating is a package deal and Oak Brook is owned by Apple. read more

Apple Oakbrook - As always, the place is PACKED - Computers Near Me - Oak Brook, Illinois

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In and out, great services. I booked ahead of time, got both my mom and dad theirs new phones. Very happy with the services that we got even though it took almost 30 minutes to transferred all my mom old information to the new one, they were there helping along the way. read more

I waited over 40 minutes to buy a watch. The kind man who checked me in, kept trying to find somebody to help me. Finally, a woman was helping me and we were doing very well but another sales person said, can you please help this other woman. She then proceeded to pay attention to the other woman, rather than ring up my order, answer my questions about a missing app on my existing watch. She suggested I come back a different day to get my questions answered at the genius store. Since she couldn't answer my question about the missing out, she said, I couldn't figure out how to get the rebate within 14 days. She also didn't remember all of the items that I was going to buy. Although it was a total waste of my time, I felt very good about leaving without purchasing the watch. There's a reason I haven't been back in that store for over five years. read more