About
Location :
Added by Jopie, at 21 January 2017
Opening Hours
- Monday 10:00 AM – 9:00 PM
- Tuesday 10:00 AM – 9:00 PM
- Wednesday 10:00 AM – 9:00 PM
- Thursday 10:00 AM – 9:00 PM
- Friday 10:00 AM – 9:00 PM
- Saturday 10:00 AM – 9:00 PM
- Sunday 11:00 AM – 6:00 PM
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15 Reviews
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08 April 2018
This whole store needs customer service training 101. Did my own independent study to see how truly bad it was after hearing about it. Placed a pretty good size order online and went there to pick it up. Using the timer on my phone it went way over 20 minutes before I approached an individual to ask for help. Never did one employee even acknowledge that I was in the store or even ask if I was being helped and 15 times an employee walked past me. They all have their faces buried in IPads and phones instead of acknowledging customers. I will say once I engaged an employee the rest of my time there was excellent and the individual whom assisted me was knowledgeable and friendly.
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15 March 2018
I have always had good service here. We have a house full of Apple devices including 6 computers. Ours have all been a long term investments (one of them is 12 years old and still running). From time to time they need repairs but this Apple store has always been very helpful. It's rare for them to be on time for an appointment but they are also not charging me for it so I just plan to wait - and that's OK. I love the new location too.
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25 February 2018
Every time I have gone to this store I have received helpful service as quickly as they've been able to provide it to me. Today it was replacing the up arrow key on my MacBook Air. I walked in - without an appointment - when the store opened. Walked to another store while I waited, came back after 20 minutes, and was seen by a Genius within an hour of opening. Considering how busy they were, I thought this was pretty amazing. Then, when I said that I needed the computer to work all weekend, and could not leave it with them, the person with whom I was working (whose name, regrettably, I did not get) worked some magic, and Jared fixed it within minutes. I now have a fully functional keyboard and am very happy with the service I received.
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18 February 2018
My son's Iphone7 crashed. We purchased it last April. Awesome service from Jay at the store. After a few diagnostics checks to see if the phone could be recovered (and it could not), my son walked out with a new working phone without one dime spent. Took about an hour or so to run the diagnostics, set up his new phone, and get it established with our network provider. Jay was extremely helpful and knowledgeable giving us some useful tips and ideas. He understood the phone set up and process well. Without his help, this could of been a slow and painful process. Very happy and satisfied customer. Thank you Apple Hilldale!
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12 February 2018
I was skeptical to get work done on my wife's iPhone in Madison after seeing the surprisingly low reviews here. I participated in the Apple battery exchange program and since we knew we were going to be down in Madison had them send the battery there. The experience we had was top shelf. A friendly employee got us seated and working with another employee in about 5 minutes after walking in. We left the iPhone there to get the new battery installed, went to one other store and returned 30 minutes later with our service completed and ready to pick-up. Great customer service that was quick and easy. Thanks!
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30 October 2017
From the time I arrived at the store at 10:50 to request an appointment until the time I left at 2:30, it was a terrific experience. The technician, Jay, was accommodating and personal. He calmed my anxiety, laughed at all my stories and even hummed while I sang a verse of Girl from Ipanema. I walked out relieved and thankful with a working device in my hand.
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26 October 2017
They've lost my business. Some of the staff are wonderful and kind but my phone frustrations hit a breaking point and it became time to end the relationship. I was a loyal iPhone, Apple watch, Mac book user, and my loyalties have changed.
After purchasing a 128 GB iPhone 6+ the screen became non-responsive. I took the phone in, went thru the suggested troubleshooting, which they said was a software issue. I took the phone home, backed it up, wiped it, and then restored it.
Phone became non-responsive again and I returned to Apple. Ended up having to buy another phone at $149. This entire process happened THREE more times and despite no physical damage to the phone I was required to buy the phone each time for $149.
It appears the problem was in Apple's shift to the larger bendy glass for the first time on the 6+ model and they didn't get the specs right. Not upset about that but disappointed a company with $250 billion IN CASH blamed me the consumer for this, highlighted by my final visit when the Apple rep asked me if I "keep my phone in my pocket?" implying that was not wise. It's a phone.
I decided to make the move to a droid for the same reason I first went to apple. Innovation, practical functionality, and cool features.
After purchasing the Samsung s8 I am thrilled (its been 3 weeks) and I'm looking to make the shift to a chrome book next.response / report this review -
20 October 2017
Just a note to say thank you for the excellent service I received today from Hugh who received my IPhone 7 Plus with a cracked screen @ 12:15 and when I picked up my repaired phone at 2:15. I've been to this new store several times and it's always been an enjoyable experience. There is usually some activity on the green space -- a game of chess or a bag toss game in progress. Apple did this right! They softened the feel of the entire Hilldale Mall adding a dimension of fun to the experience. And today there was a class at noon so I learned a thing or two about my phone. Thanks!
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16 October 2017
Wow the first two times they did not see me and denied my reservation even when I had email confirmations. I am writing this review while waiting for my 3rd appointment. I have been waiting to be seen for 20 minutes already this is a joke. I received the $2,000 laptop and it didn't work right out of the box. It took me 5 days to get an appointment. would not recommend this location for professionals or busy students. UW Madison can do the work much faster and is much more professional. Probably the worst Apple Store I have been to so far.
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05 September 2017
Went there on Sunday. I have an iPhone 7 and the screen just decided to not wot anymore. I take really good care of my phones and there wasn't a scratch or crack on it. Anyways, I have apple care which is very well worth it. They replaced my screen display and had me going the same day!!! Awesome, friendly customer service!! Although the store might be busy a lot
Of the time it is worth the wait for outstanding service!!! I will be buying my next laptop there when I can afford it!response / report this review -
02 July 2017
I came to the Apple Store to have them wipe my broken phone which was a refurbished insurance claimed I phone 6 s Plus. I was greeted by friendly staff who checked if someone could help me then sat me down at a group table and told me to sit at the corner but didn't explain why. I didn't like that so I moved seats, and commenced to spin my phone while waiting for someone to assist me. The woman who was receiving help across from me asked me to stop "because it was annoying and I was being very rude" I questioned that I was was not allowed to fidget? How fitting since fidget spinners are currently a trendy product. She told me she had an appointment and asked me to move from the large table, which I then told her if she had an issue with me she should move. She told me I needed to learn some manners, I told her I had worked today, she said she didn't care. I asked her how old she was, she asked me how old I was and I told her. It was not a pleasant experience and by the time someone helped me, someone different than had been mentioned previously by the Apple tech support who was assisting the woman who felt special and let her mouth run like it was her right to tell me I was being bad, I was emotional and crying. I'm glad I don't have anger issues and my parents taught me appropriate social behavior. Now I understand a bit more why Apple is set up the way it is for when I need assistance in the future..maybe people who have appointments could be given a table together away from those waiting to be helped. The woman who helped me sincerely cared, demonstrated incredible knowledge of the product, made pleasant small talk, made me not feel helpless and alone did a great job.
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02 July 2017
No regard for senior customers, i.e. dangerous stools to sit on, blaring music for millenials. 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.
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13 May 2017
I’m writing to inform you of a sickening amount of racism I incurred in an Apple Store over the last two days. The store I visited was in Madison, Mississippi. I’ve been having issues with my iPhone 5S, so I took the phone in to get it checked out. This was yesterday, May 11th, 2017. As I walked in, there were three people ahead of me. Two of these people mentioned that they were “walk-ins” and had no appointment. These two people were African American, and I am white - I only mention this because it will become relevant as this story progresses.
Anyway, as the line continues, I finally get a chance to speak with the attendant at the door. I tell her that I’m a walk-in as well, and mentioned that I was having the same issue the two other people who were in line (random iPhone crashes). She then tells me that they are not accepting walk-ins at this time, and that the closest appointment she had was later that evening. I told her I wouldn’t be able to make it back in the evening, and asked why the two people in front of me were being helped as walk-ins, but I was being turned away. She mentioned that these two people had appointments, though, as I mentioned previously, these two people were walk ins - I heard them say it, and I heard her confirm that they would be treated as walk-ins - so she lied straight to my face. I continue to ask her for immediate assistance, but she denies it and suggests I return “in the morning around 9:45” before they open so that I can be put on a waiting list.
At this point, I give up and agree to come back tomorrow. However, as I am leaving the store, more people come in, and are accepted as “walk-ins”. Once again, these people were African American. At this point, it was painfully obvious what was taking place.
I come back the following morning at 9:45 and have my name added to a list. However, one odd thing I noticed when adding my name to the list is that everyone in line was asked for a phone number, except me. This information will be relevant in a moment.
As the store opens, I am greeted and a man checked me in. He told me to wait at a table, and that I would be assisted shortly. 30 minutes go by, and I am still not assisted. I have noticed multiple (African American) people who I was in line with outside come and go, and even more come in from outside later on, that are assisted and leave very quickly.
At this point, I approach someone and ask why so many people have been helped, yet I was not. He asks for my name, then tells me that I was never even added to a wait list, or checked in for that matter. I explain to him that I added my name to the list before the store opened, and that a man checked me in. He then asks if the man asked for my phone number. I told him “no”, to which he responded, “then you were never checked in”. At this point, I was beyond angry. I was the only white male in line, and the only person to incur this type of “mistake”? Hard to believe that is a coincidence. But after about 15min, I was placed with someone who replaced my phone.
However, as this man is replacing my phone, I notice something. Every white customer was placed with a white Apple Representative, and every African American customer was placed with an African American Apple Rep. With this in mind, realize that there were about 15 African American Reps, and only about 3 white Reps. Because of this, Every African American customer was being assistance, while white customers were having to wait. Also, every poster in the store that is advertising a product, features an African American. Also, I would like to restate that African Americans were being accepted as “walk-ins” and white people were being turned away.
I am absolutely baffled at how a company such as Apple can employ people who exhibit this type of racially biased behavior. I’m not even sure how to proceed at this point, I’m so upset.response / report this review -
03 February 2017
Apple West Towne was once a great place to get outstanding, quick customer service on your Apple products. However, this is no longer the case.
I made two back to back appointments because I had two Apple devices with issues. After arriving to the store 10 minutes early, I was finally greeted by my "Genius" nearly 30 minutes after my first scheduled appointment. The employee was nice, but poorly trained and not at all knowledgeable. He wasn't aware of the multi-touch issue replacement program for the iPhone 6 Plus, even though it's a widespread issue on the 6 Plus. After I showed him the recall on Apple's website he had to check with a manger twice to confirm what was already listed on the website.
While I should've been able to replace the device for $150 on the spot, I was later told that the iPhone would have to be sent off site for inspection. After waiting 2 hours, my second appointment was finally finished. 2 hours for 2 devices is insane. Both appointments were scheduled within 10 minutes of each other. Don't call your staff Geniuses when they know very little about what they're doing.
What was even more irritating is how poorly allocated the Apple staff was. Why do you put 8 to 10 sales staff in the front of the store and only 2 or 3 Geniuses in the back when you have more customers in the store looking to get service than are looking to buy anything? Why not cross-train your sales staff so they can bounce back to the Genius Bar when the front sales are slow? Definitely don't make customers wait 25 minutes when they already have an appointment scheduled! I had to wait 4 days to even get in, which is another issue that plagues this store.
During my 2.5 hours in store I watched one of the managers sit in the front of the store chatting with others staff for nearly the whole time. I didn't see him talk with a customer even once. Then at one point 5 Apple employees were sitting in the back near the Genius Bar practicing their Spanish with each other. Why not help the customer waiting at the Genius Bar?
Overall I am very disappointed with the customer service at Apple West Towne. I look forward to management addressing these issues. Most Apple Stores have higher standards than this location does.
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28 January 2017
Great store and great customer service. Came in with an old heavy Mac Pro and was immediately greeted at the door and they carried my computer to the back of the store for me. While walking through I was checked into my appointment within seconds of telling them my name. My issue was resolved in under 20 minutes and best of all when I asked what I owed them, they said just a smile. Extremely impressed with the customer service.
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