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January 2024 by Kathryn Halls
Worst customer service at this location. Buy your product and set it up at home and don’t waist your time. Didn’t even know how to get a new phone transferred over, while the manager was preparing for 7 pm closing 40 minutes early.
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January 2024 by Asma Adnan
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.
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December 2023 by Kristin Smithson
DON’T WASTE YOUR TIME OR MONEY! We had a horrible experience at this Apple Store location. Our teen’s iPhone was shutting off on its own, and we were told a new battery would fix the problem. We made our appointment, they were supposed to text us when they were ready for us. Never texted us, we finally got helped, they were supposed to text when finished, again, no text. When we pick up the phone, it’s still shutting off on its own. We were assured it was because it wasn’t fully charged. We get charged for a new battery. Battery was clearly NOT the issue! We get home, fully charge the phone, STILL not fixed. After 3 hours at the store, I’m beyond irritated! I have to spend another hour chatting with someone competent on Apple Care +, and end up getting a replacement phone sent. Whoever is responsible for diagnosis and repairs needs to be trained on how to do their job! We feel like they didn’t want to deal with the situation, and we were basically just disregarded. I bet if we were buying new iPhones, we would have been treated differently. Such a joke.
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December 2023 by Christy DeMars
I walked in with an iPhone with a cracked back, 2 of their sales associates said that they cannot fix the phone that I would have to replace it. They didn't offer any other solutions like a simple phone case either.So I went to uBreakiFix in Madison and was greeted by Fritz, he said absolutely he can fix it. Did not try to bullcrap me to upsale like Apple Hilldale did.
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November 2023 by The Trend
Betsey is amazing her attitude and customer service was above and beyond something a competent manager should do..however the frumpy manager Christy S racially profiled me at the store while I was receiving service, spit on me, threatened me with "security" and accused me of lying then started balling crying for her customers to see like a lunatic all because I was requesting my genius bar helper after being there for 2 hours POC STAY FAR AWAY! in the 4 hours total I was in store I witnessed the clear difference in how POC are treated versus Caucasian people how shameful!
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October 2023 by Andy Gorman
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.
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October 2023 by Maximiliano D'Larentez
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
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October 2023 by Tyler Coppens
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.
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September 2023 by Tiffany Trachte
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.
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September 2023 by Linda Stace
I had a VERY poor experience with a particular manager last week. I sent an email to the store which was received by an amazing manager who enlisted yet another AMAZING manager to resolve my issue. While I still have serious concerns about the first interaction, the way the other members of the management team worked to resolve my issue was appreciated beyond what words could describe.
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August 2023 by Lisa Ruge
Very very unhappy with Hilldale Apple Store. Placed an order online to be delivered (paid extra for this). Received notice that it was on its way and I could trac it. So I did. Kept refreshing and all of a sudden, it said it couldn’t be delivered and was returned. No reason why. Called and talked to 2 different people who really couldn’t help me. So I drove to the store to try to get my order. Talked with a manager (not friendly at all) and was told basically there was nothing they could do. Since it said it was returned, it was in the system. Did not offer to make things right. It would be 5 business days for my refund, but I could re buy and be charged twice until my credit came. What is wrong with customer service anymore!
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August 2023 by Elizabeth Rhiannon
Joseph/Joe for sure deserves 5 stars. I dropped my phone in a lake and it stopped charging. I was really scared the charging port was permanently damaged even though I had turned off the phone and let it dry overnight. Turns out it had some debris in the port that he was able to simply brush out and it started charging again. I’m so glad there was no damage to my phone otherwise I would’ve had to spend hundreds of dollars. He was very kind, informative, and helpful. He let me know of all my options. Before it started charging again we knew it was still able to charge with a MagSafe charger so he let me know accessories I could buy of those, and let me know my options of getting AppleCare since my phone is under 2 years old. He was thorough in his explanations, patient with questions, and genuinely helpful.Joe was great at my Genius Bar appointment. The first lady (I didn’t catch her name unfortunately) was friendly and helpful too. She’s the one who set up my appointment with the tech. I originally was there around 5:30 and had an appointment scheduled at 7 before they closed at 8. I came in and the next lady I dealt with wasn’t as friendly. She was standing talking to another employee and then a customer walked up to the employee she was talking to and he started helping them. So then she was standing there doing nothing and I walked up to her. I was walking straight toward her making eye contact with her. She kind of pivoted around with her back facing me slowly. Then as I walked up and was close she walked across to the front of store. She wasn’t on her tablet and didn’t talk to anyone so didn’t appear busy. I kept staring at her. I could’ve said “excuse me ma’am” but didn’t want to come off as impatient or rude. Then she circled back 30 seconds later and said “did you need something” so it was a weird interaction, maybe she thought I was just browsing even though I beelined straight towards her lol. Then I told her I had an appointment at 7. She said the tech was supposed to be done for the day but that she would tell him I was here anyways. She said they had already turned other people away for the day, I assume people who came after me. But I had literally scheduled an appointment. I guess if that’s true they shouldn’t over extend themselves and make appointments so close to close. She made it seem a little inconvenient and like I should maybe go home. I would’ve if I hadn’t lived 50 minutes from the store, a busy work schedule that week that wouldn’t allow me to come back, and a desperate need for my phone. I at the very least would’ve needed to buy a MagSafe charger that day. So other reviews complaining about appointment times and customer service aren’t too far off. Expect if you need to schedule an appointment you might wait for a couple hours. Thankfully I was seen at 7:30 and Joe made up for the experience by being quick, thorough, and kind. He got me set up on my phone to be able to get apple care since I was under my two year warranty. I’m so glad it got fixed for free and I wasn’t out hundreds of dollars.
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August 2023 by Danielle Rankins
I was told I could go to the Apple Store to trade in my iPad. Get there after waiting for almost 30 mins, poor service, just for a worker to erase all of my info, then proceed to tell me I can’t trade it in because it’s a newer iPad. Heated!! Apple Hilldale train your people correctly now I don’t have my info that was storage in my iPad nor a laptop for school. Poor customer service, and it shows from these reviews.
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August 2023 by maria solis
I had a scheduled appointment. Got there and checked in with someone at the door. They told me to sit at a table, so I did just that. Tons of people continue to come in and get help before me, I sat for over an hour with not one employee coming over to speak to me or check in on what was going on. Several of the staff members were even standing there just hanging out with eachother and looked past me several times. This should be unacceptable, especially when someone has an appointment! I think the entire store needs some customer service skill training. They are more worried about the sales, then helping the scheduled customers. NOT OK!
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July 2023 by mary carr
I just went to hilldale Apple to check out some phone covers for my phone and some watch bands, and to see what else they had. Nobody would help me every time I went to have somebody help me. They push me off onto somebody else who pushed me off onto somebody else finally one guy took care of me and helped me, but it was like they blew me off. I was very unhappy. I bought my purchases, but I will not be going back, they were all standing around talking and not doing anything. I love Apple. I have had many apple phones and all your current devices, both Mofie chargers iPhone 13 Pro apple I watch.