Apple Hilldale

Too busy and never enough staff to help the customers.

I was with my husband to buy an iPhone 15 pro on December 28, 2023, at 7:15 pm. We were asked to wait, and then the Manager let the two customers who came after us help and kept us waiting. Upon asking why she hadn't helped yet, she decides who can go first and doesn't have a system or wait line. She was disrespectful to customers time, racist, and condescending. Meanwhile, the employee stepped in and said he could take care of us, while the manager interrupted and said no, we should come back later.
She said her name was Sarah and she was a manager. Such an incompetent manager that Apple should get rid of them. She would be better at cleaning the store rather than a manager with her racist attitude toward Southeast Asians.
Apple store at Hilldale lost big sales because of their Manager’s egoistic racist and obnoxious attitude towards the customer. They should fire her.

John was very helpful for our MacBook repair. He was kind, patient, and ensured all of our questions were answered.

Apple Store is full of wonderful Apple Goodness - location is congested and parking is a premium

Great service, no pressure….busy, we didn’t think to schedule ahead….we used our time wisely

No regard for senior customers, i.e. dangerous stools to sit on, blaring music for millennials. At least turn it down. The technical assistance is at best C-, but there have been a few exceptions. However, those ones leave and move on to better things. Staff sometimes ignores you when you have a scheduled appt. I got a laptop there for about $800, and soon the price went up exponentially. It was a very good product, but I would not go back. Too much commotion, which makes being organized impossible.

After the experience I went through getting my new iPhone, I’ll eventually switch to droid. The cost of iPhones is crazy and trips to Apple Stores is usually a headache. The staff often seem unsympathetic to the already irritating experience I have been through, and feel patronizing when expressing my issues and frustrations. I witnessed another man upset with a product that he too paid a lot of money for and spent a lot of time and effort trying to fix. I overheard the staff, while standing right next to me, express their annoyance with him. Apple products cost a lot, and require a LOT of time and effort to diagnose and fix. It’s unfortunate the staff isn’t more understanding of this.

Mark was amazing for someone extremely ignorant about iPhones like me that took his iPhone heavy user dad to the store. MARK, I WHOLEHEARTEDLY HOPE YOU'RE GETTING PAID WHAT YOU DESERVE.

Wouldn't let me just drop off my headphones for repair under warranty. Made me drive all the way back again for an appointment just to waste half hour of my time sitting around before finally agreeing to send them off to get repaired.

Two times now I’ve waited an hour past my appointment and check-in time still not to be helped. If I could give zero stars I would, because this time I just left. Is it because I noted my warranty expires in 2 weeks? Go anywhere but here.

I purchased 2 AirPods Max and purchased the $59 AppleCare+ insurance. Well, one of the AirPods Max was lost or stolen (we left them in a hotel while we went out for dinner, the next morning packing, I realized I could not find them, complained to the hotel but no solution). Went to Apple Store, explained what happened. The representative tells me there is nothing he can do because the $59 AppleCare+ only covers damage to the headphones.
We talked for about 30mins, he was trying to get me to replace the headphones but I would have to pay retail price, I refused because I had purchased insurance. Disappointingly, I went home with no Headphones and found out I spent $59 on AppleCare insurance which does not cover much (RIP OFF).

If I would have been made aware the insurance does not cover theft or loss, I would have never purchased the insurance. For a company who makes a large profit, they could not resolve my problem, even with the receipt of purchase and the serial number for the missing headphones.

PLEASE BE AWARE OF THE HILARIOUS AppleCare+ INSURANCE THEY WILL TRY TO SELL YOU, BUT WHEN YOU FILE A CLAIM, THEY WILL FIND A WAY TO REJECT YOUR CLAIM.

I was going to upgrade my MacBook Pro but after this encounter, I will give Microsoft a change with their laptops

I made the trip to Apple Hilldale because I cracked the screen on my new phone. The staff were great. I was able to get in the queue to have my phone looked at. The staff made sure I was backed up, then set me up with a replacement phone through AppleCare. The whole process took about an hour.

I wish I could remember the names of the two gentlemen that helped me. Both of them were amazing, they both deserve kudos for the great experience.

Service is generally good at this store. However, I brought in an old and dying SE and requested that the information on that phone be transferred to my newer Apple 10 phone. I was told by the greeter that the store could not do that because all the information would have to be transferred to a computer first and my old phone was 'too old'. I mentioned that I had an MacBook Pro but to no avail. I then found the website "Swappie" that had an article titled, "Transfer your iPhone’s data with Quick Start". It was over my head so I called my son who found that my phone was new enough and he transferred my information by using a third phone using Facetime to see me through the process. That greeter needs to learn about "'Quick Start" and to try a little harder.