I don't know why this location did not get a better rating. I just bought my phone yesterday (not from this location) and had a very unusual problem where I could not activate it. Benny was not only super helpful but was very intrigued and eager to help me out to resolve my issue. He's also one hell of a multitasker too! Big thanks!!!
Had an amazing experience picking up my Apple Watches. The associate whose name is Beyond was very helpful, informative and kind. I left completely satisfied. Good job!
Complete chaos.
Came here yesterday trying to get the phone battery replaced, was told to wait for 2 hours.
After two hours of wait was told the slots are booked up and come back tmr and it can be done in 2 hours.
Then today came back with appointment, and said the slots are all booked up again! and cannot change the battery until tmr.
Two trips three hours and nothing is fixed
I opened my macbook pro one day to find the display had lines going across the bottom and side of the screen. I initially took it to Apple Burlingame where the guy quoted me $750
Months later when I saved up money, I went to Apple Hillsdale hoping they'd have the part in stock since it's a bigger store. To my surprise, the tech that helped me said that they could repair it for FREE since the damage is covered by the 1 year warranty! So I came back a couple days later when the part they ordered to repair my macbook came. Again, I was quickly greeted by a friendly staff member and soon after a tech came to take my macbook. He told me that they do their repairs in house and even work over the weekends to get them all done quickly! But that it could still take 3-5 days to repair. No joke, 24 hours later, I got a call saying my macbook is ready for pickup. I'm a programmer who works from home, so I was really excited and rushed to go get it! The pickup was just as fast and smooth as my other times in the store.
Each time I came here I was immediately greeted by a friendly staff member and asked what I needed help with. Then I was very quickly helped by an equally friendly tech who seemed to know their stuff
I cannot recommend this place enough compared to other apple stores in the bay. Especially if you need a repair, this place is well staffed with pros so they likely won't have to ship your device off and make you wait weeks :) thank you so much
Walked in at 4:00 pm just to have something checked on my watch. Was told “no available appointments,” though there were 6 employees standing around. He said yes had available appointments the next day. I said great. In the morning please. Nothing available until 1:30. Same with Friday. Walked out without the 3 minutes of assistance I needed. Here we are in the heart of Apple country, and there’s not enough qualified staff to help.
Started off slow, but once someone got to me, good service kicked in and i got my battery changed after preliminary system review.
Phone was ready in good time but in the mean time, i went to a wonderful apple class, at first to kill time. Amy led class and was such a clear, compassionate communicator. Learned a lot and liked how Amy communicated! Bravo, Amy!!
We brought a phone to the store that wouldn't boot up. The Apple representative rolled his, because it was a non-commission contact. He then said that it would be 4 hours before he could help us. I won't return to this store, and I will keep my allegiance to Samsung phones...even though I'm up for a new phone. My kids all like Apple, but we won't be going to this store for ANY Apple products. Rude and disrespectful service is unacceptable in my book!
6/07/25 @ 7:30pm
I walked into the store and immediately noticed several employees standing around chatting with each other. They clearly saw me enter, yet not a single one acknowledged me or offered assistance. It felt like customers were an afterthought. I had to approach them myself and ask if they even worked there—just to break up their social hour. Even then, they looked at me like I was the one being rude for interrupting.
Absolutely unacceptable customer service.
Probably one of my least favorite Apple Stores- customer service is ‘bad’ compared to other Apple Stores. This coming from a prolific Apple consumer. Poor service is not because they lack in merchandise, but because they are the least knowledgeable people and are not familiar with complicated scenarios during transactions. It did feel like they actually do not ‘care’ about resolving the issue (ironically what customer care is all about). And yes, this is not an isolated observation. Shifted to doing business at the Burlingame location. Fantastic customer care there. Avoiding going forward
I the customer was insulted, and told that the task that I needed to solve was sending a document from me to a business, could not be done. When I commented to her, that the task was doable she said no it could not be done. This lady’s name was Bash! She then told me I was disrespecting her and told me to leave. This can be common for some of the employees at Apple Hillsdale’s store
This lady’s name is Bash!! Rude and out of line and I would like this review to expose her behavior.
E
I came in on May 8th with a 2017 MacBook Pro for a key replacement. The “T” key had officially gone the way of Crystal Pepsi. Kind of an important key, I’ve learned.
The employee who helped me was great. He listened, helped me out immensely, replaced the key on the spot, and explained that Apple admitted the keyboard design on my model was flawed. A full keyboard replacement would’ve cost me around 700 dollars. He saved me half a mortgage payment on a key popularized by Wheel of Fortune.
About two weeks earlier, I had a charging issue with my AirPods. One would charge, the other noped out like the Pope in 2013. Two employees went above and beyond to get them replaced. Music is very important to me, and my serotonin thanks you.
Shout out to the tall Genius Bar employee who told me I might be able to walk in and get the key replaced. That’s the only reason I came back, and he was right. Another helpful employee sold me a cord and offered extra advice. Great team.
Now for the honest part. Four out of five stars.
On March 28, 2025, I came in to look at computers. A newer employee, with a senior staff member nearby, was helping me. I made it clear I wouldn’t be buying that day. I always research big purchases first. Once I said that, her tone shifted. Smiles stopped, answers got clipped, and asking for a receipt became weirdly difficult. It was uncomfortable enough that I questioned if I did something wrong. But I chalk it up as a teachable moment, not a pattern.
Every other interaction I’ve had here has been positive. Back in November 2024, a female manager went above and beyond when I upgraded my phone. I even complimented her out at the end to compliment the store and her team at the time.
I’m also noting that a manager did call me about the March incident but never followed up. I understand life happens, but a callback would’ve gone a long way.
Overall, this store consistently exceeds my expectations. One cold interaction and a missed callback won’t stop me from recommending them to anyone looking for Apple help.
One small request. Please remind greeters to speak up during busy hours. Sometimes it’s hard to hear them over the noise.
Had an Apple Watch but forgot the passcode. Made an appointment and was dealt with in the most professional way. The store employee did not get her name, was very knowledgeable. Very quick service, I will visit again when back over in the States
Ian went above and beyond to get the issue resolved I had with my iPhone. I came in 30 minutes before closing and instead of just throwing up his hands and saying not his problem he did everything he could to help me out. Outstanding customer service.
I recently purchased an iPhone 16 Pro Max from the Hillsdale store, and my experience was extremely disappointing and irresponsible. Despite explicit and clear instruction requesting a fully unlocked and unrestricted device, I received a business-restricted phone tied to my employer. I found this after traveling overseas, that this precious Christmas gift for my nephew is useless for personal use as it required employee login.
The sales team failed to meet my clear requirements, above all the subsequent attempts to resolve the issue were met with inefficiency and a lack of urgency. The store's inability to provide a correct device and their failure to rectify the situation in a timely manner have caused significant inconvenience and wasted time.
As a customer, it is reasonable to expect that a reputable retailer like Apple would ensure that their products meet the customer's specifications, if not, appropriate efforts, timely response should have been made. Unfortunately, my experience at the Hillsdale store fell short of these expectations. After multiple interactions with my employer's IT support desk, I was finally able to resolve the issue after a month. There is an essence on why customers prefer "Brand-New" devices, especially if there are going to be someones Christmas present.
I am currently coordinating with the hills dale store and Apple Support on what can be done next.
I will revise this review if the store takes concrete steps to address my concerns and provide a satisfactory resolution.
Wow, special thank you to David in service advising. My iPhone was having issues charging and he fixed everything. I was helped right away and he went above and beyond. Thank you to David and everyone here! A great Xmas fix just in time for the holidays - thank you!
This place wants to upsell u like crazy, and “geniuses” wants to treat u like an idiot. Specifically talking about Yousif.
Had MacBook issues, that needed logic board replaced $800. OK
Asking why and how it may happen, got me comical responses.
1. Downloaded wrong files
2. Plugged wrong items that drew too much voltage
3. Backed up corrupted phone
“Genius” literally confirmed that downloading the wrong files bricked and damaged the laptop.
Apple makes great products, but should avoid this place.
These idiots sell me a defective AirPods and refuse to replace it saying the period for replacement ended. How can identify that it’s a manufacturer issue and still refuse to do the replacement.
Complete trash this companies has become along with the customer support.
October 12, Saturday, I came in to purchase a new phone. We waited for around 5-10 minimum because we didn’t have reservations. The store was quite crowded during the weekend.
After my sale associate found me (I think his name is Barry, I don’t remember his name), he walked me through every step I would have to do because my situation was a bit complicated. I bought a new iPhone 15 and wanted to trade in an iPhone X for some credits. The problem was that phone belonged to my little sister, and in order to take her phone, I passed my current iPhone 12 to her. And, we all wanted our data on the phone, so it was gonna be really time consuming for us to transfer data from one phone to another, and we had to do that step twice. But, Barry was really delightful and patient. He aided us and guided us in every step to make sure we didn’t accidentally delete any data during the process.
We spent 3 hours at the store, but he was really helpful the whole time. Thank you!
I scheduled a repair appointment for my iPhone and arrived on time, only to find out the necessary part was out of stock. Despite selecting a store online that I assumed had the part, I had to spend 30 minutes at the store, then travel to another location. This process wasted three hours total. It would be great if the appointment system could check part availability before allowing customers to book. Overall, the technology seems underutilized, leading to a frustrating experience.
Get to the apple to replace broken glass on the back. They replaced the whole body and returned my phone. The phone started to lose the network.
I had 6 visits to the store and spent hours on the phone with support.
They took my phone to the remote service for a week, there were no results, they didn't see the problem. The problem that I showed twice to two different persons in store.
I paid $1100, half of the price for apple care and now I have a non functional phone after apple care.
Easily the worst experience I’ve ever had at an Apple Store. Was lied to about my phone being deleted. We’re not willing to help recover anything. Wouldn’t give me access to my old iPhone to recover data on it. Basically told me I they wouldn’t help me. They did replace my iPhone but also locked me out of my apple account so and deleted all trace of my eSIM. The employees didn’t seem to know anything. And wanted to do everything in there power to remove me from the store instead of trying to offer any solutions. The staff is in educated and clearly clueless to the problems they create. I would never go to this store for anything other than buying a phone. Do not let them help you set it up do not let them touch your device. As they will more than likely ruin it. Here I am writing this on a brand new iPhone 14 Pro Max that I can’t use because of the employees errors.
Very strange situation with online orders. the order was made to the store's address in order to avoid the theft of an expensive parcel under the door of the house. I was waiting for the laptop and daily monitored the status of delivery to the store in the morning at lunch and in the evening. All the time there was a notification that you should wait for a notification that you are ready to pick up in the store. The next day after the expected delivery date, the status changed to the order being canceled by me or the waiting period in the store expired, refund complete. I did not receive notifications, SMS, or messages. No one knows the reasons why the goods disappeared and they say that I did not come to pick it up and we most likely sent it back to the warehouse. They offered to order a new one. The refund did not occur, and an additional message appeared indicating that it was being sent to my home address. The staff at the store doesn't know anything about this. There is still no tracking number for the order. I don’t understand anything at all, but I feel stupid, to put it mildly. Feedback is extremely poorly organized; the staff either does not have appropriate access or is not trained, although everyone was polite.
I bought a MACBOOK PRO 13 INCH. The solder that was suppose to hold the WIFI wires in place disconnected. I spoke with a employee there and he said that they could not fix it and that I would have to buy a NEW Apple laptop to resolve my problem. I am homeless and I don't even have any money for food. Today is Sunday DECEMBER 17, 2023... SANTA... Please HELP ME.
My husband was having issues with his Iphone screen all day. We decided to go to the Hillsdale Mall Apple Store. We were greeted right away and offered help, but when the person assisting us looked at the iPhone the issue magically disappeared, which was awesome. Highly recommend coming here for great service and awesome store ambience.
Nice store. Workers are friendly. Love the decoration. Visit the store to get a replacement for iPod Pro earphone first generation , which sometimes has an issue. After they tested and confirmed the earphone has issue they gave a replacement.
Like most Apple Stores, this store was immaculately organized with friendly staff who are ready to help you. We had an appointment to pick up a new laptop and when we arrived, they were not only ready with our new item ready to go, but they were able to help us do a trade in with our old laptop. Although it was busy, we were in and out within 15 minutes, and most of that was just waiting for the old laptop to get wiped. Overall great service and products.
Belino took care of us in this store. Very helpful and knowledgeable about the product and offers. Very COVID-19 conscious in the store. Associates follow COVID protocols closely. That makes me feel safe. I recommend this place to get any apple product.
Super shop.. they had lots of options and the sales personnel was so helpful .. he helped change straps for the iwatch and was very patient in the overall process . He also explained some discount options and interest free emis. .. overall I loved the look and feel of the shop .. and it’s in mall .. so , lots of other things to shop .. welll done all employees
Website
