A very good store. I was there buying a Mac mini and they did not tell me that I needed to get one of those apple studio displays. They told me that I could just get a third-party monitor and keyboard. It was great! Why does everyone keep hating on apple Hilldale? read more

A ROTTEN APPLE. Today I had my first negative experience with Apple. Sorry for the long read, but I'm angry enough to relate what happened. About two weeks ago, I bought a new iMac. The 2019 model I had was working fine, but I wanted to upgrade. I was told BOTH online by a consumer shopping assistant and in the Hilldale store that my current Mac was worth $100 in trade. (Not great, but at least something, for a computer with no issues that was babied). I ordered the new Mac. I picked it up 9 days ago. I was told "you have two weeks to get the data off your old iMac and reinstall the operating system". I took 8 days to get it wiped and ready for trade. Today, taking it in, I was told by the manager at Hilldale... "Oh, it's worth zero now... but you can leave it here and we'll recycle it." I argued the point that they had given me a period of two weeks to get it in for the trade, and he said "Well, I guess in that time it went from $100 to zero. Sorry." I brought it home. I went online with Apple. Talked with "specialists" online about the order who told me, "It looks like 15 hours ago the value dropped from $100 to 0." I said...."You gave me two weeks. I took 8 days. This is a bit ridiculous." It may be the last shopping experience EVER for me at the Hilldale Apple Store. Man, I miss the helpful people at Graphite. I doubt this would have happened. read more

My appointment at the Genius Bar for a quick check of my AirPod Max was made two days earlier. The check in person told me to wait until my appointment before he would check me in. I waited by the tables 15 minutes and I finally asked the MANY employees just standing around when the technician would be ready and they said because I arrived late it would another 30 minutes. I said I actually arrived early and the guy at the front must have not checked me in! They said they would still not get to me for 30 minutes and they made me feel small and unimportant. Apple...being a big fan for decades but with the Siri AI delays and dishonest release practices lately other brands are getting my attention. Please do better staff training on basic kindness and inclusion. read more

The store was helpful, sadly apple is slipping further and further down. After the last several updates Apple has been sending constantly notifications that MY phone is not connecting to MY Elderly, 78 and 80 year old, Parents Phone. My parents used facetime twice when my mother had cancer, and now Apple cannot seem to grasp the fact that MY device does NOT need passwords sent to ANY OTHER DEVICE. Nor do I need the harassment from apple on a regular basis. The store did, correct my husbands device and apologize for the HELL the IPHONE 26 update did to both devices, however, with the cost of these phones the screwing up maps in the middle of a 2 hour drive and messing up several other apps, apple should consider paying people for their time, or do better test runs before hand. As for the harassment between my phone and elderly parents, It should take ONE NO response for apple to get the picture that the devices do NOT need to be Connected. Doing so would actually lower security. Giving another option for face time without email seems MORE than reasonable way to stop elderly discrimination. read more

Nobody to check us in at the front door for our appointment. Stood there for an hour after being told someone would be with us shortly. Then told had to be last of 9 other people who just arrived. Told them to forget it, went home and ordered the phone in 3 minutes. Shipped to my door in 2 hours. Making an appointment is a frustration, just buy online. read more

Not a fan. Why did you put the store in a place so hard to get to ? Also why is it like a damn zoo in there so disorganized and people looking lost/ just waiting. A guy waits on me tells me my phone is dead and NEVER offered to fix the phone tried to sell a new phone spent time looking up the deals at my cell carrier's website .I decide to buy the phone turn around he's gone now have to start over with a new person because dude # 1 never made notes. Second person tells me they can fix it for 499 if it turns out to be fixable . I say ok they tell me to come back to drop my phone off ( what business model is this?). Brought my phone in as soon as they called me to tell me the parts I ordered arrived. The person on the phone kept going back and forth about how soon I should come in to expect my phone so I went right away . THEY PROMISED TO EMAIL ME AND CALL THEY DID NONE OF THESE. ITS THEEE DAYS LATER I STILL DO NOT HAVE AN UPDATE. I tried to call the store haaaaaaaaa you cannot talk to humans there i steadI speak with a customer service rep who seems to work out if an aviation hanger from the sound of a machinery in the background . IS MY PHONE FIXABLE? " Gurrunnnnnndddddhhhhbhhhbwghhhaa" the small plane taking off in the background screams . All I could make out was I have to pick it up by the end next week . Hhhhhmmmmmmm I have a bad feeling . read more

This Apple Store is severely understaffed. I remember back in the glory days of Apple, going to an Apple Store was an incredible experience. If I wanted to buy an iPhone 3G in 2008, it was remarkably quick and easy. Unless it was the launch day for a product, you usually had a plethora of staff available to help you purchase one, pick one out, show you the features, and help you set it up. On top of that, the "Genius Bar" was filled with knowledgeable techs and when you made an appointment, you would be introduced to your "genius" who would help you and ONLY you until your issue was resolved. Unfortunately this is no longer the case. This Apple Store location (and most Apple locations tbh) is pure chaos. I brought my water damaged phone in here hoping someone could help me get some of the data off of it. While the tech who was helping me was friendly, I felt like he often left me sitting for long periods of time while he ran around the store helping other customers. I don't fault him for that - the issue is, he had way too many responsibilities on his shoulder and he couldn't dedicate most of his time to helping me. There just wasn't enough staff to keep up with the demand of customers. It doesn't help that this is now the only Apple Store within a 75 mile radius. I then decided to buy a new iPhone as my old one was on its last leg. I was told to "stand over there" and wait for someone to come help me. It took maybe 20-25 minutes for someone to finally come help me just BUY a phone. That NEVER used to be the case in the old days. Apple Stores are a joke compared to what they were just 10-15 years ago. read more

I went to the Apple Store to exchange an item get credit for a trade-in and also upgrade a previous purchase. A security guard was great. I was greeted properly by one of the managers. She was very nice made me feel welcome. I was directed for the exchange. It was awkward from the get-go. I asked if I could go on the same side of the table or they could come over by my end so I didn't have to keep kind of speaking up I didn't wanna share too loudly publicly. I was told no it was just awkward. Fortunately, another gentleman an employee got involved that was very nice professional and I was grateful for. Then I had my items all taken care of in a professional manner returned, exchanged, and credit given on my trade-in all as expected. However, after that I was walking around the store looking at new products, I looked for some additional customer help with employee. I saw one guy leaning up against the wall, talking to I think a different employee. I raised a hand to ask if he could give me some help he came over. I asked him about the genius bar. He's like why do you wanna know about the genius bar and then I said well I had a few different questions and just want to know where they meet then he says well. Tell me what you need and then I started to explain that I was wondering about my Apple Account, maybe changing an email. I had a different couple questions and I said could you just verbally tell me a sketch of what I do I told him I'm a geek and I just want some information that was it... Well the guy went out of his way to ignore me when I asked a couple times if he could just give me directions and he kept telling me push this then push this, but he wasn't like just telling me where to go and I could get there myself or just giving me the outline like I asked for-then he asked me if I have a VPN on. I told him no, and I showed him in the connected devices section what was connected and I said it says VPN disconnected I don't have it connected. I don't have it automatically connected then he navigated me to the same thing to look at the VPN in a different part of the phone and he kept telling me now push this now push this and I'm like could you just tell me please you know like an outline of what to do is. Then we get to another section of the iPhone that also points out that the VPN is disconnected and then he says oh I see you have Surfshark well do you mind uninstalling that and I'm like yes I mind uninstalling that and I told him the VPN wasn't connected. Then he says to me abruptly you could've just told me no! I'm not gonna work with you! He copped a big attitude like a prima donna, like he was doing me some kind of a favor, instead of being a paid employee to treat me nicely and he didn't acknowledge or realize that he wasn't listening to me And I had to show him twice the VPN was disconnected and then he wanted to know if I could uninstall it or would be willing to; but he still wouldn't give me the outline of were we are even going with this. Then like I say he just abruptly acted like I mistreated him And then he walked away and said he's not going to work with me or help me-- it left a very-negative impression and I have to say I'm wondering why they're even paying that guy or if he realizes that he's being paid to not only help Apple customers but make them feel good and welcome that they're in the store so that we continue to purchase things and tell other people how great it is not only that store but Apple. There was another employee that actually was nice to me was helpful. Gave me an idea where to go and then I only had to collect a couple things on my phone and he understood that I wanted to keep it simple and then I even commented on once you're in the Apple Account I did notice there was a plus symbol to add additional emails and then he just politely verbally explained to me, which is what I wanted an outline. read more

Hi, I'd like to buy a 64 GB iPad mini wifi. Do you have it in stock? "Yes", ok great I'll take the silver one. "I can help you order it online" But you just said you have it in stock. "Yes but I can't give it to you, only a specialist can". Ok can I wait for a specialist? "It will be an hour, or you can order it online and come back for it today" But I'm here now. - left pissed off, whatever this is it's a ridiculous policy and they just lost an easy sale read more

If you want to be profoundly disappointed, go to the Apple Store with the goal of getting quality service. After visiting here three times I will never shop here or seek any form of service from this store. The store seems very corporate and interested in checking off their boxes. Personalized customer care definitely out of the question. The experience that pushes me over the edge is certainly last time where the Apple Store, including management, wasnt willing to make any compromise for am exceptional situation. It wasnt even that they weren't willing to be accommodating, rather, that the reasoning behind why no one was willing to fullfill my request was different depending on who I talked to. The variety of reasoning really comes off as suspicious and makes me wonder if I am being lied to. The constant low quality service compounded by this last event really is the tipping point. Unfortunately no other locations nearby but luckily will make it easy and stop shopping Apple. read more

Intended to get onto Yelp and write of the atrocities of the Apple store and the minions who inhabit the nest. Upon entry I was placed on the waitlist. As anticipated, and for the first time ever I was both quickly assisted (!!) and also offered the expertise of someone who wasn't a Millennial type who would be all knowing great and powerful OZ breed. If you've been in such a situation and are also someone who wasn't just birthed in the recent decade or so that typically finds employment in this cliquish club, you'll know what I write of. Instead I was assisted by a full fledged adult who both listened to my problem and proceeded to rectify it without a literal translation of protocol adhered to as if Hitler himself wrote the book on procedure. I'll identify this man as Johnathon. Don't know his surname. But I'll liken him to the guy who most closely resemble Stephen Colbert. He's knowledgeable and not in any way among the rest of the elite worker bees, drones, who gets lost in petty details making a repair or resolution possible in a way that I've never before encountered at any of the previous three Madsion Wisconsin area Apple factory service hives. Bravo! read more

The Customer service is sucks here more 12 people standing here and nun of them helping me and they keep telling me to wait so rude so disrespectful read more

I received extremely poor customer service from Brook, the woman in charge of order pickups at the Hilldale Madison store. She didn't know how to handle a fairly straightforward issue (perhaps slightly unusual) and had zero motivation to figure it out or to even make any attempt whatsoever to try to help me. She coldly told me that I'd have to call customer service on my phone. When I did, the customer service person knew exactly what to do and asked me to hand the phone to Brook. Brook rudely said, "I can't talk to them, I'm taking care of other customers!" (She did find time to chat with her friend - another employee there, while her "Other customers" waited.) In the end, I was never able to pick up my new computer. Brook and the store manager should be fired and replaced with pleasant people who put their customers needs first. read more

Horrible staff. After waiting 45 no one would help me with my cracked screen. Said they won't help me and kept telling me to buy another phone. Assholes !!!!!! read more

Excellent Apple Store (just like most of them). Pleasant staff. My appointments were taken on time within my appointment window.

I tried to ask about purchasing an update for Microsoft Word, which I need to complete an article for publication. The salesperson was extremely rude to me and refused to help me. I had my laptop with me. I had also tried to purchase it online and nothing went through. read more

Sierra Big shout out for help updating my phone. I've had trouble for a long time, but Sierra spent an hour fixing my issues while we chatted about everything. THANK YOU read more

We were basically pushed out of the store and asked to order online as that would be "easiest" because it was two hours before closing. Also they have disabled posting reviews on Google. read more

So many observations and frustrations. This location is new and it looked like there were a lot of people working. I counted about 20 different people in red shirts with white apples. I thought-- perfect. This is going to be great. I will get help and figure out what I need. I was looking for covers for my MacBook Air -- not a lot of options. Just two hard cover shells and two sleeves. Ok. So I move onto a 2m lightning cable. I find what I need. Check-Out: This is where the frustration begins. So i'm looking around for someone to help me. Everyone is talking to another customer. There are about 3 people who are playing with a gadget and busy with a kid. I go towards the table where there are larger computers and it seems like a lot of people are being helped there. I stand next to the table and wait...and wait....1 minute. 5 minutes. 7 minutes. At one point, someone asks someone who sat down near me (after 4 minutes into the wait), "Has someone helped you yet?" I am just standing there with this box and waiting and still wait. People walk past me, looking down at their devices. Once in a while, a handful of folks laugh and crowd together and walk away looking at their devices. Finally, after 15 minutes of waiting, someone asks me if I need help and I tell them I waited about 15 minutes and I just wanted to check-out. I probably won't go back to purchase any products--- I can do that on-line. I'll probably only go for the Genius Bar for fixes. What a frustrating experience. read more

Whenever a loyal customer of over a decade leave a store feeling disappointed at the technical support, it'll always leave a lingering bitter taste. Four days ago, I stepped in to get an audio/battery issue checked out, but there was no walk in available so I scheduled an appointment for today at 10:20 in the morning with the Genius Bar. The specialist ran a few diagnostic tests and said everything according to the tests was functional except for a software update. Nothing was done to address the issue of the audio quality sounding muffled and the only test was playing a sound on speaker in the loud open space when everyone is talking loudly nearby. At no point did we test the headphones that was malfunctioned nor was anything of substantial resolution provided. After rebooting and waiting almost a full hour at this point, there was no solution to resolve the poor audio quality, and the specialist left to attend to other customers. Again, maybe it's just my phone, or maybe it's just Apple. Or maybe it was just the headphones - a simple replacement would have been appreciated but that was not the case. Next time, I'll just have to consider other phones when I'm looking to upgrade even though this is a brand new phone bought within the last few months. Skip the store and spend your money elsewhere. read more

If anyone was a hassle, it was probably me, took a while to decide between iPhone SE 2 or iPhone XR as a backup phone, since my iPhone 7 battery wasn't doing so hot. Don was very helpful. The price on the phone and accessories were really good too. read more

Is it just me or is the concept of a "shopping appointment" not great? Part of this is my bad, I've only been to an Apple Store once before so I didn't realize these appointments were a thing. I showed up today cash in hand, phone in mind, but was told I'd need to wait 40min until a shopping assistant was available so I could make a purchase. I literally just needed somebody to take my money. It's my 3rd iPhone, I know how to set these things up, don't need the photo transfer or Apple Care. The store itself was nice as was the person who greeted me and informed me of the above. So mostly just giving Apple 2 stars for coming up with this idea. read more

I made an appointment to repair head phones arrived at my scheduled time being told I had to wait. I was next in line even though I scheduled an appointment. What is the point of making an appointment if you get pushed to the back of the line. And when I left rather upset and canceled said appointment they did nothing to make it better. read more

I like the way I got complete attention. Very thorough. I like the workshops. Got some one on one attention!

I made an appointment here via Apple.com and was impressed with the service. Employee 973608787 took my phone for repair, explained the entire process and even followed my special request. Upon pickup, my phone was ready at the time they estimated and I was checked out by another friendly employee. Phone was fixed and I was on my way! read more

Online order and pickup went smoothly. Staff knowledgeable about technical specifications for gear and attentive. On the balance, a decent experience for the few products I've purchased recently. read more

Very satisfied with your staff, they took good care of me and they solved my iPhone problem quickly.

The Apple store at Hilldale is more concerned about sales than security. In contrast to what other reviews state you must need a STOLEN credit and debit card to make large purchases. I had my wallet stolen out of my purse while shopping at Costco and within 15 minutes the thieves used both cards to make 3 separate transactions for just under $6,000. The store does have security, yet, they were standing visiting with each other when I stopped to speak with a manager about the situation. They could have been walking around, or in the very least, watching the clientele. If this protocol were followed maybe it would deter such losses. I didn't get any satisfaction from the manager either. My star rating would be no greater than 0, but I'm forced to give a 1 in order to make others beware!!! read more

Honestly apple needs to figure their things out they make it impossible to walk in and buy what you want. Why can any other store sell their products with ease but the store thinks they are so elite they have specialist read more

This new Apple Store at Hilldale is excellent! I love it! To begin with, it's huge. Much larger then the West Towne location was. Way more spread out and you don't find yourself bumping into people constantly. And the entire front of the store is glass which is awesome because it brings in a ton of natural light. Secondly, as it's not attached to the mall anymore, it's less crowded. There aren't groups of kids in there just to play with phones and iPads. The majority of the people in there are in there for a reason, not just to take up space. There is a gigantic screen on the back wall that they use for classes, and is otherwise just showing cool art and product info, pretty interesting to watch if you're waiting. They do have a public restroom, it's tucked in the back so if you're not familiar just ask where it is. The restrooms are all gender neutral and spotlessly clean. Huge plus! Lastly, service is on point. When I was in, we worked with Hugh, who couldn't have done a better job. He was friendly, chatty, and knew his stuff. He made our visit painless and it was handled super efficiently. Aside from him, the other employees I observed were all very engaged and not one of them had that look of "I just want to get out of here" on their face, even as we neared store close. One employee was playing with a customer's two small children while their parents finished up, just to keep them busy and happy. That was really cool and refreshing to see. Overall, I am a big fan of the new location and definitely recommend stopping in. read more

Scam... Scam... Scam... Have a pile of apple products that all have software issues all stopped working right after warranty??? Thought when you bought something you owed it. No apple has somehow convinced the people that they own anything you buy from them and have no rights.. Tried to ask question on there help page (community pages) but was removed by apple because it spoke against them.. Sad they censor and hide customers complaining about bad services, bad software issues and proof of them lieing to the public about there very shady business... Hopefully some day they are held liable but hard when they pay to make the laws work for them... read more

Really terrible customer service. Wanted to buy two apple watches and had a quick question before I made the jump and they wanted me to make an appointment to do that a few hours later!! So ridiculous that I don't even want to buy apple products anymore. read more

Stop at the store- My laptop hasn't been work for over a week. Stop by without an appointment ( I know, I know always make a appointment) But Alex btw-- who the only tech on duty.. made it work For me. I'm really happy & trust the guy here. Keep it up. read more

My review is negative and quite simple. I drove up so I could look and buy an apple mag case as well as potentially buy an Iwatch band if it was sized right. Guess what.... there were about 10 people working in the store. 8 of them had no customer and were staving there doing nothing. So the guard (he sure pretended like he was important so guard I thought of him. In actuality this guy had the personality of a tree stump and the brains to match..but...... that not the negative review. I can look last a personality or as I saw him, a moron to meet the objective i came for. Oh by the way the store is an hour from home so it was a longer than normal drive. So why does Apple suck? I told you it would be simple. Simple like their employee minds. They would NOT allow us to shop at the store. Why? Because we did not have something that needed to be fixed. Don't blame covid, you have over 10 employees and customer are in and out of there all day! Just chalk it up to ignorance! You corporate fools did not want to make money! I came to spend money and they refused!! What company doesn't need money. Apple sucks now. I will buy online. I'll buy new windows computers and an android phone and maybe an android watch or Fitbit. All I wanted was to purchase a phone case and a charger. Probably costs you 20 bucks to make them and you sell them each over $100 so you lost $180 profit jist from me today. I wonder how many more you turned away. By far the dumbest thing a corporation has ever done. Iwatch mag case and you lost an apple customer over it. My family was all apple, I'll make the switch Monday with phones first. Goodbye apple. Knuckleheads. read more

Staff seemed overwhelmed and misdirected. We went there to pick up of an item that was purchased online to be picked up at the store. Should be quick and simple right? NOPE. I have had better pick up experiences at WalMart and I am NOT a fan of Walmart. Anyway, we were directed from one employee to another, meaning they pointed at their co-workers and said, "she can help with that" and "he can help you with that" I have to say, they were smiling and polite, but NOT HELPFUL...finally a "manager" came out from the back of the store to "help". After about 15 minutes, finally received the item. IMHO - Apple Stores....hell on earth! Thank you Apple Store for reinforcing that online is better than shopping in the stores. read more

I've been here a few times for service/repairs, and it's fine. I've almost always left with what I needed (minus one snafu that wouldn't let me finish setting up my phone after I left the store), but it's always kind of a pain to get what you need. + You can schedule appointments if you need service/diagnosis/replacements/etc. + The people working have been generally kind and efficient in getting my problem fixed. - You can schedule an appointment, but I'd say they have about a 50/50 chance of running on time. - There are always a million people and it's always super hot in the store. - Due to the crowding, there's not always a good place to wait where you're not in the way. I'm grateful there's a place to get my phone taken care of when I need it, but I wouldn't set foot in this store without a specific need and a pre-scheduled appointment. read more

First thing you should know is one cannot reach a worker at the West Towne store by calling the number. You get routed to a person at a general center. Thus far I am 8 of my own hours, 4 Apple reps at the general center, and 4 of their hours in on the issue of trying to get my photos from my iPhone 5s to my computer and/or iCloud. It seems like that should be simple. Isn't that one of the selling points of the 'convenience' of these 'lifestyle' products? I am convinced the reason for the hours long wait is so Apple can sell you more products. Even when you have an appointment, you are seated for a long wait. When someone checks on you, there isn't help offered just an inquiry on the issue and more waiting. Answer is always to buy new. The point at this store is to move product. Service, diagnostics when there is a technical difficulty - nonexistent. I had an iPad go down a week after the extended warranty expired. No replacement. No inquiry on how to fix it, Buy a new one I was told. "These are made to last two years?" I asked. I purchased a new iPad and new iPhone this year. Once those expire, I will move on to another platform and products. Apple products do not come with support. This review is based on Apple at West Towne Mall experience plus the overall Apple experience. I'd give a zero star rating to Apple if I could, I will be off the iWhatever's asap after the pretty poor experience over the last few years but the absolute waste of 8 hours so far (now i'm on my way to the store again) over two days. To get pics from phone to cloud or pc. read more

I enjoy getting help on my computer projects during studio hours. I have been coming in for help since at least 2011. I have been an Apple consumer since 2008. I am trying to convert my husband to your products. The only hard thing about your products is that they are expensive. You keep raising prices on iPhones which is frustrating. Your Apple employees are helpful and easy to find in the store with their matching uniforms. I am still trying to understand how to access my iCloud from my phone and other devices but I plan to take class on this so I can learn more about the iCloud. I like that the iCloud only costs me 2.99 a month. Please continue having studio hours. I have just recently figured out how to sign up for a class using the Ap instead of by calling the store managers. read more

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Drove to the Apple store, made a 1:30 pm appointment at 11:25 am. Notified at 11:29 am they are almost ready. Not what time they'll be ready, not how long it will take, or when to be there. But I'm on my way at that point o pick up my kid from morning camp. Another message says if you need a half an hour later appointment message "_" . Well my appointment is at 1:30pm and it's 11:40am.. I don't need a 2pm appointment. They message at 11:52 am (13 minutes after the "we'll be ready for you soon") to check in. So I drive back. 11:58 am when I'm literally pulling into the lot they message they've moved on and I'll need to schedule an appointment online or come in. "You haven't checked in, so we had to move on to other customers. If you need help, talk to a Specialist or visit apple.co/CAS" The clerk when I walk in says they can't help me until 12:45 now. Oh my! Just oh my. read more

Wrote a review years ago when they really didn't help me very much. They did end up giving me a new phone eventually. But now that I am on phone number 4 which I bought from them a few weeks ago I was having trouble getting data even though I could make calls and send texts. No internet or Maps. My cell provider was no help. A guy named Julian fixed it in like a minute. Simple setting that was wrong. Very grateful. read more