Apple Hilldale

Well staffed and well stocked Apple Store. We had all of our questions answered and enjoy the experience.

- Todd

Surprised my wife by bringing her here to buy her a new phone for her birthday. During our meeting, the team member persistently attempted to add on services and sell us a more expensive product than we wanted despite the fact that we told them we knew exactly what we wanted when we walked in. I understand that 'up-selling' is part of the gig. He attempted to sell us on the Apple Care service by telling us an anecdote about him dropping his phone in the bathroom. "So you dropped your phone. What does that have to do with me" I thought to myself. We declined the service.....or so I thought. Apparently, we had too much trust in the team member as I just noticed a monthly bill appearing on my credit card from Apple. Turns out that they added the Apple Care service despite us declining it. Now, we have the painful task of dealing with their support team in order to be refunded the money for a service we explicitly declined. We will not return to this store.

- Michael Matthews

Interacted with a handful of people at the store to assist with a battery replacement. Guillermo is the only name I remember, but everyone was incredibly helpful, knowledgeable, and friendly. I was impressed at how great the customer service was given how busy this place was. Someone was assisting me and another customer at the same time, and I was so touched by how patient she was with the other customer who seemed to be struggling with the technology. Excellent staff here.

- Samantha S

I still wonder that apple hiring people who doesn’t have basic knowledge about financing through AT&T, porting numbers. They are creating AT&T accounts with temporary numbers and having financing on that number instead of keeping the current number that customer wanted to continue. John was the manager who doesn’t know anything and I wonder how he became manager. I had explained my issue couple times and he is simply suggesting to talk to AT&T. Why the apple creating accounts if they don’t know how to edit the process and not responsible of created accounts. Atleast they have to help until 14 days period. I am glad we met Christie who helped us and made us feel better!! I am requesting apple to hire people like Christie and we don’t need people like John. He is very poor with communication and zero knowledge about his job and responsibilities!!!

- Nandeesh P

I personally had a bad experience at the store. There is a lot of staff standing around, and yes, you get greeted right away, but that's about it. Overall, the staff is pretty poorly trained in communication, service, as well as detailed knowledge of their own devices. I had some questions on the features about the 16pro max I had just purchased, since I am on a fence of returning it. The store was basically empty, and all the staff was standing around chatting with one another. I was greeted promptly and was told I would be able to speak with someone who can talk phone features with me. Shortly after, I got to talk to a girl (Aralia or similar) who wasn't very friendly or welcoming or knowledgeable. She didn't have a clue about any features of the phone and didn't care to even dig in or ask someone. She just told me to schedule an appointment with an "expert" which I thought she was. Then she continued telling me how I could try a walk-in next day, but I might have to wait 4-5 hours. What???? I had to push her arm to schedule an appointment for me. She seemed very disinterested in service, product, or her job. When I got to see the "expert" a few days later, he was good. However, first think he tells me when I walk in is - "I only have 15 min. time for you". What???? Why wasn't I told that before? What if I have more questions? Aren't 2000 bucks worth it? When I tried to go into detail with him, he told me honestly that they don't really have "real experts" who know detailed phone features. So sad! During Steve Job's time it would have NEVER happened. If service is going down the drainer, so will Apple. Your HAVE to train your staff!

- JR Info