Not able to fix power button not working, even if it has warranty till July 22, asking $250 for replacement, unnecessary spend 2 hours time. Did not feel good. They told they dont have enough tools to fix problem.

They were so helpful and easy to work with. The store was clean and orderly. The place was busy but there were plenty of great staff on hand to help. I went to have AirPods looked at and they made the whole experience hassle free, the staff that helped me made me feel like they actually cared about my experience!

Helpful staff and I was able to see and handle the products. Staff was able to help me compare products I was interested in. I hadnt expected to be able to ask questions since they are usually very busy and it can be hard to get time with a staff person without an appointment. Happily, I did not have this problem when I visited. If you have in depth questions or do a larger purchase you are probably best off making an appointment on the website before making the trip.

Overall good experience with COVID protocols in place. I went to get battery replaced on my iPhone 7 and was ready within an hour for pickup. They answered my questions and learned a few things here and there.Details of experience below:1. Security greets you, and there are two lines, one for Genius Bar and another for New Product Purchase (I believe)2. You pass security 1 and see security 2 who checks your temp3. You are now talking to an employee explaining details of visit4. You meet with a second employee who goes over the details of your repair, etc.5. You get a slip from them giving you an ETA for completion of repair and yo leave6. When you return you repeat steps 1-4 above and leave with your repair, etc

I purchased online for a simple pickup for which I was required to schedule a time slot. I arrived in the time slot and waited at the front door with no idea where to pickup while no one greeted me to help. The Order Pickup was in the far corner of the store, hidden from my view.Additionally, there is no bike parking near the store and I needed to search the Hilldale area for a spot. When I mentioned to the Apple store employee, he shrugged and pointed in some direction of where I should have found a rack.

Best Apple store experience if had. I’m and out in 15 mins. Great people. Great vibe.

Very rude and dismissive staff. Stopped in for a Genius Bar appointment (iPhone rebooting every 10-15 min). Found out when I arrived that Apple phone support had scheduled it a day later than they told me on the phone. Store staff refused any help because their schedule for the day was full, despite over 10 employees standing around doing nothing. These people will treat you like garbage and are happy to leave you with a non-functional $1000 brick while they stand around. Unacceptable.

Very helpful team of people when I needed my phone fixed. I was about to switch to Googles phone but my son has the Pixel already and he loves it.

Nice location - Haley greeted us and helped us buy a new iPhone and accessories. She was super knowledgeable, helpful, and fun to chat with!

After waiting “on hold” for 10 plus minutes, I was able to schedule an appointment at Hilldale-Madison Store. Upon checking in at my appointed time, service technician, Sebastian found his way to me. He was kind, courteous, and able to detect and fix my IPhone 5 issue. I was worried that it was “obsolete “ and that I’d need to buy a new one!!! What good news!!

Waited for ever to get assistance to buy a watch. No one came over to help me. At one point a bunch of employees were just standing there. Got sick of waiting and walked out. Will be making my purchase online. Too bad they missed out on a sale 🤷🏻‍♀️

Excellent Apple Store (just like most of them). Pleasant staff. My appointments were taken on time within my appointment window.

Came to pick up an ipad at my scheduled time and they simply did not have my order. Guy was simply befuddled and offered no solution

I had a very tricky problem on a ten year old iPad. Shane was great in helping me get it working again. He said he hadnt ever seen anything quite like it so I really appreciate his problem solving. Well done!

Apple reps — my phone is over heating n Matt literally laughed n does NOT CARE! He’s earful n should be tired!They erased my phone n list ALL my photos with out my permission and signature from Montana n my moms funeral. I’m getting an ATTY they violated CONSUMER PROTECTION LAWS MY PHONE IS DEFECTIVE N THEY WANY MECTO PAY a $1000! No I already bought my phone it’s a bucket of BAD APPLES!

Won’t let you buy any items in store. You have to order online and stand around for an hour to get your item. If you want to talk to one of the employees (20 of them standing around doing nothing), you have to make an appointment at least 4 hours in advance. Some of the most useless and i knowledgeable apple “geniuses” I’ve ever seen.

Wish i could give a ZERO. Got my Unlocked 6s battery replaced here. From then, my phone says No Sim. Am not sure what kind of QA they did. I had big expectation on apple store until i visited here. Big disappointment

Excellent, immediate service; successful purchase; thanks to Sage

First experience was pretty bad. Staff didnt seem to know much about the capabilities of their devices. They didnt seem too interested in explaining the devices that you were interested in to you. Security guards at the front were also quite aggressive upon entering the Apple premise. Told them I had an appointment at 615 pm. They told me I was early and advised me to go walk around. Told them Id just stay and wait in the corner but they seemed almost annoyed at the fact that customers wanted to wait around the area away from others for their appointment. Overall not a pleasant experience.

Picked up my iPhone that I purchased there. Paid for it online picked up in store had absolutely no issues. The store staff was extremely helpful and friendly.

Just wanted to share that David who helped me was great. He was patient and understanding. Thank you to David for a great experience at the Apple Store!

Incompetent - absolutely incompetent - will not honor year warranty - when making an appointment online - and you go in they say they dont have it - will not help, will not assist with anything - DO NOT GO TO THIS STORE - you are wasting your time.

I will be purchasing a laptop shortly. Sage was very helpful!

They were busy but had SO many employees on the floor which was refreshing to see!

Wonderful service and great handling of Covid. I felt safer here than almost anywhere else, and they’ve got it down to art. You know exactly where to stand and when you’ll be helped. Everyone was so friendly, from Sam at the door to Seb who fixed my phone. I had a sudden malfunction that required a massive hardware fix and it was done in an hour. They made what could have been a stressful experience actually a great part of my day!

I have been here and had less than 4 star, but tried the app and solid appointment time and found much better success. Highly recommend a little legwork before your visit. My appointment started on time and took less than 20 min for total phone swap and reconnect to network.

Great experience all around, set an appointment to get my airpods pros fixed, and in less than an hour they had gotten them all fixed up and working like brand new!!! definitely a 10/10 experience and will come back again if i have any issues in the future

If you’re ever having a day where things are going really well and your self- esteem is high, just stop by the Apple store so you can get treated like garbage and have that feeling summarily ripped away. The employees at the Apple store will gladly take the wind out of your sails.**Writing this from the last Apple iPhone I will ever own.

We had a question and there were 5 staff members standing around talking with each other and not helping customers. This store must think they are important but terrible customer service. Even that manager in back just stood and watched with no help. Very disappointed!!!

Apple!!Love the process of having to get in since the pandemic. I had to run there to get a new charger and they allowed me in; without an appointment. Was in and out within 8 minutes. Thanks Apple for the fast and reliable service!!!

Sebastian might be the worst manager I have ever dealt with. Completely unprofessional. I dropped my laptop off for service and they specifically said they would back up it up to the cloud for me so I don’t lose my documents. Turns out they were lazy and just selected the box that said it was backed up without actually doing it. All my stuff was gone including my resume that I spent countless hours on. After realizing my stuff was lost I called and was put in contact with Sebastian. He basically said he didn’t believe me and that there was nothing he could do (I was blamed for a mistake they made). I then asked if I could speak to another manager and he said the answer wouldn’t change. I now have to completely rewrite my resume and try to find ways to get my important documents back. Sebastian is completely useless and is a horrible manager. I hope no one else has to deal with him.

I ordered an Apple Watch online the night before for “Express Pickup” at this location.During the checkout process I reserved my time slot (4:30-4:45pm). I arrived a few minutes early. As I approached the store, a security guard inquired about whether I had an appointment. I told him yes, for Express Pickup and stated my designated time. He politely pointed to a desk & Apple employee in the store and stated, “as soon as that young lady is done cleaning that table, we’ll get you inside to take care of you”. I waited less than a minute when he opened the door and let me inside.The employee who helped me was very friendly and efficient. She checked my QR code and verified my ID to make sure I was the owner of the order, then bagged it up and sent me on my way with a smile.Overall, I was impressed with the way they are handling the current pandemic situation. Apple stores are typically very, very crowded and could potentially be a hotspot for spreading the virus. Setting up appointments - which was right on time - and cleaning between clients seems like a good way to combat the potential hazards. I’m not sure if this is an Apple Corporate decision, or one put in place by the Hilldale location, but either way it seems to be working.

The staff went above and beyond to help resolve a technical issue I was having. I truly am grateful for them fixing my ipad and also their suggestions on other products & services.

Incredibly helpful staff. Clean and safe store. Great stop!

Purchased online to pick up said I never order wasted time and money

Ok but hard to get exact price info

Pleasant experience. Well organized. Employees were nice and professional.

Went in with a functioning phone, bought a new SE2 and left from the genius bar with a phone that we couldnt activate. Needed a new SIM card from our carrier. The genius didnt know that. Beware shoppers....

I had an appointment. Covid screening and distancing policies were fast. My assigned genius was polite, knowledgeable and fast.

Not helpful. The greeter at the door tried to diagnosis the problem with my MacPro and had no interest in looking at it. He told me over and over (about 15 times) to take it to a data recovery place. Never heard me respond with the fact it is backed up. I dont need to recover data. I just need it fixed. So I left.

Great experience here, friendly fast service.

Very prompt service

Went to the Apple store to purchase 2 iPad chargers. I was turned away & told to buy online. I told them I needed it today, they told me to go around the corner to Target. Target does not have any iPad chargers, they are all sold out. The problem. I am a cross country truck driver, hauling medical supplies & I use my iPad for my business. I use ALL Apple products. I see how this store supports small business. You should start using Best Buy.I’m leaving tomorrow, so I’m off to Best Buy.

Most arrogant employees of any Apple Store I have ever been-walked out and got very nice service at Best Buy

Terrible experience so far, 3 visits to the store and my apple AirPods hasn’t been replaced or fixed, didn’t get an e-mail or any update of what’s happening, i go there on a Monday and they said that because it’s Monday they don’t have the pods on stock to replace mine so now i have to make another 4th trip for this again, this is not how you gain customers but definitely how to lose them 👎It’s ridiculous that a 3 month old 250$ AirPods fail that quick

Twenty employees standing around but apparently you have to have an appointment to ask anyone a question. Pretty poor first experience at this Apple store.

Was disappointed in the customer service. For someone with hearing loss, masking alone already makes communication extremely difficult. The way the store is set up for appointments made communication horrible. The employees across the desk are practically enclosed behind the plexiglass and makes it impossible to hear. I could hear every other employee in the store, but not the person actually assisting me. I stated that I have a hearing impairment and wear hearing aids, but no alternative accommodations were offered, I had to ask multiple times for her to repeat things or clarify, it was a frustrating and stressful interaction. A simple drop-off for a phone repair shouldn’t be so difficult.

My family uses Apple products I dont like Apple at all because over the years I have used their products I always have broken screens or a technical problem happens when I get my Apple products right away I would never suggest Apple to anyone I use Google products and I have better luck with Google I would never in my life use Apple again because of the problems that keep happening all the time

Very well organized, staff are friendly

The service is great

Terrible experience. Bad container service. I hate this place.

Zero stars!The security guard lost your sale. I came to upgrade my phone and get my wife an apple watch. The cocky, arrogant security guard with “little guy syndrome” was not worth dealing with. So we went to US Cellular and ended up purchasing the new Samsung Note.Remember Apple... people have a choice and will change if they are treated poorly.After chatting with some friends and explaining my experience at Hilldale. Two friends told me about their similar experiences.Get a grip on your staff and make some changes.

There are problems with the newest Mac Air Apple does not know how to fix. They replace random boards, but the cursor still jumps from line to line. When you continue to type, it deletes the intervening text. Cannot Undo to get it back. Happens in Word and email.

People in store are very nice

Extremely poor experience They dont allow you wander around in the store even you got tested negative and vaccined. Always watching you as if you are trying to steal something. The employees are arrogant, and discriminative. Wouldnt go here for a second time!

Everyone friendly and very helpful. Very little wait time.

Did not get the same information twice from staff, their helpline was not helpful at all. I only got good service when I was transfered to an Apple troubleshooter who agreed I was getting lousy service.

Silly store that sells overpriced fruit themed electronics...the only thing redeeming about this store is the people that work there, very friendly and pleasant to talk with.

Zero stars. Some of the worst customer service I have ever experienced. The manager that helped me today was very rude and did not help his customer at all. He basically called me a liar, told me he couldnt help me, and that no one else at Apple would either. He was condescending and awful. He argued with me, didnt apologize for not being able to help. Should be fired! Apple, why cant you be better?

The Apple store is usually crowded, so expect a little wait during busy times, but it has a cool design and good music. Ive had to wait to get attention from employees a bit more than usual here than at Apple stores, but I think thats partly because this store serves Madison and a large surrounding area.

New Hilldale location (as of 8/12/17) is really nice! Wouldnt expect any less from Apple.

Terrible customer service. Barrel chested, unfit security guards treat everyone like they are a terrorist. Sleepy, inattentive customer service reps. Just wanted to pick up an item that I ordered online, and it turns out it was not even there. Also terrible time trying to get through on the phone. Unfortunately the only Apple store in the area. Awful experience. Most likely will try to figure out how to get a comparable item through another vendor.

I ordered my tablet on online. And it was all very easy. I chose pickup at the store, and when I got there, it was ready, and all the waiting was avoided. My wife will make an appointment to have it fully set up. My sense for the three star google rating is that the story is very busy, it is hard to get to, and Apple prices are crazy high. But all the associates I dealt with were very friendly. I am a hard grader, but my experience above was top class, and it was Black Friday.

Very busy but staff almost all available to attention. Cool environment to hang and try new gadgets

Theyre fine. If you know what you want walking in you wont be disappointed

Staff was awesome, in and out without a wait

Excellent handling of COVID concerns with outdoor temperature checks and employees serving customers outside. Great service can only do so much to offset the pain of Apples signature price gouging though- expect to pay through the nose for everything.

I stopped here randomly on a dreaded Saturday morning 3 weeks before Christmas and survived nary a scratch! The store is clean, the customer service is top-notch and I was happy not to need to wait in line as they have mobile checkouts. Highly recommended.

Ive had several issues with my new iphone. After bringing it in to the store for the 3rd time in 3 months, the tech support again forced me to do a full restart of the phone, wiping all my data and settings (again, this was the third time this has happened and I have had to reset and reconfigure my entire phone!). When I requested to return the phone and receive a refund instead because Ive been very frustrated with the persistent malfunctions, I was told that I couldnt because I am out of the 14 day return window. This seems very unreasonable to me.The store clerk who helped me was helpful, but the manager was extremely rude, condescending, aggressive, and inconsiderate.Dont buy an iphone, theyre terrible.

While I love the Hilldale Store it is very hard to reach the store. You think the number would go directly to Hilldale Apple store or you could leave a message. Instead you go directly to Apple Care support where you will be put on hold for 20 minutes.They should put Hilldale’s phone here not Apple Support

Sebastian at the Madison Apple store was fantastic! He helped me a 70 year old woman who loves Apple products but needs help. Sebastian was friendly, helpful, patient and delightful to work with. Give him a raise!

Very friendly and helpful associates. They seemed a little overwhelmed but it was Christmas eve so its understandable.

Perfect place for pick up. Clear sign boards and security

This is a mixed review.The sales staff here evaluates you by your skin colour and the clothes that you are wearing.The technical staff is very nice.Walking into this store and trying to talk to the sales staff makes you realise how important Martin Luther King was.The sales staff here treat coloured people not like trash but like sewage.The fun part is that many tech guys here are coloured and you might run into a student working here while they are studying computer science at the university. The tech staff is super nice and they know their stuff much better than the other Apple stores you would have visited anywhere.Just avoid the sales staff and the meet and greet staff.If you want to buy something just buy it online or any other store. Not worth the effort coming to this place and being treated like sewage.Unless of-course you want to know why the civil rights movement was so important for American society. It would be a good history lesson live. You would get a live demo.

Everyone in this store is beyond helpful. In the last hour I have been here, I have been checked on by multiple employees and all have been very kind. They resolved my issue in a timely manner without any problems

ZERO STARS...Worst customer Service. Dead end answers with no help what so ever on helping unlock a PHONE THAT I PURCHASED and have SHOWN PROOF of several times. Managers cant help you and neither can tech support. Literally will never purchase an apple product again. Damn shame

One of the very few Apple stores in the state making it a very busy place. Walk-ins will wait for a while until a tech becomes available after you check in. Recommend making an appointment before going. Tech was very knowledgeable and courteous and solved our issue. Limited seating if you are waiting. They will text you if you decide to check out nearby stores when they are ready which is nice.

Good service with knowledge employees.

Amazing! Beautiful store with an abundance of talented staff members. Although the store was busy, staff handled all customers with efficiency and skill. Robin, at the setup table, was especially helpful and extremely knowledgeable. It was quite a positive experience.

Super knowledgeable staff member, beautiful store. I was in and out in a jiffy! Love my new iPhone!

We were purchasing an ipad for our business, called ahead and they said it was in stock. My husband stopped by the store and was told its lunch hour so we cant go in and grab the ipad for you to purchase and leave with. Can he come back in 2 hours. Ive never heard of anything so non customer friendly. 3 associates sat outside with lunch and no one would sell him the exact one item he called about and knew was in stock. wont return.

I love Apple. I truly do. Everything I own is Apple. Unfortunately, I wish the staff here were more accommodating. I come in to buy things, and it takes forever to get any sort of help- just let me pay and leave!!

Beautiful location and friendly staff.

Horrible experience didnt want to help me because of my skin color.

This is the most gorgeous Apple store Ive ever been to. They are so incredibly helpful from the moment you walk in the door. We love the free classes (sessions) they offer too. My daughter did the Sphero one and we have done a few others that we have LOVED! This is one of my favorite places to go.

A nice store but very busy. It would have taken hours to see tech support and a week or longer to schedule an appointment. Great store and nice staff but super over crowded. It is the only one in Madison now.

The staff here are so kind and the tech was sympathetic to my phone issue (the phone had completely turned off and could not be charged or turned back on). However, besides attempting to plug the phone in and see if the computer would recognize it, there were no other diagnostic tests run, and it was suggested that I see if I could extend my warranty and get a replacement phone. Again, staff was very kind, but after leaving the store, I went to Batteries Plus where the staff quickly ran some tests and informed me they could put in a new battery. The staff member at the store assured me that this seemed to resolve this issue, but did remind me that they could not put in the old battery if some other issue occurred and if it did, I would probably need to get a new phone. However, the phone is functioning for now and I am able to use it!I appreciated Apples offer to try and help, but overall, I think it would be beneficial if they attempted other diagnostic tests on the devices brought in.

They have a mall cop, no walk ins, appointments only(by calling) and not busy at all. Worst customer service ever, the employees were standing behind their desks doing absolutely nothing while so many of us waited outside. Someone asked for the manager but was only handed the phone number to call customer service.

Always busy. But worth every second you wait. Also, dogs are allowed. :) I brought my Great Dane who kept me company while I waited for some service. She got all the pets and love from other customers!

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. Its 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 thats OK. I love the new location too.

If I could give negative 5 stars I would! Horrible customer service if you are trying to get a live person at the store on the phone. I understand that these snot nosed kids dont like talking on the phone but sometimes it is needed.Needed to ask a simple question before spending the 2 hours getting there for an appt. Spent 45 minutes calling repeatedly the local number. It always went to a call center somewhere. They would transfer me to the local store but they never answered. If I could ditch Apple I would.

I dont know anything about the in-store experience, but I called to get a copy of an old receipt, and needed tech support, but wasnt getting help through Apple phone support. Mark, at this store, talked me through the process and got me all set. He deserves a raise! Theyve got a good guy there with Mark. Thanks again.

Its Christmas Eve and I really thought it was going to be a long shot to go to the mall and actually walk out happy with a new iPhone. Thanks to the SUPERIOR service of practically the entire Apple Team I was able to walk out as a VERY HAPPY and SATISFIED customer. The customer service I received from the crew today completely exceeded my expectations. Each and every one of them, and by everyone of them I mean....Patrick, Josh, Neil, Doug, Greg and Lori did a wonderful job working through all of the questions I had. Thank you all for your help today. You made this girl VERY happy! Keep up the great work!

Nice store. Friendly staff who are very helpful

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 wasnt 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 lotOf the time it is worth the wait for outstanding service!!! I will be buying my next laptop there when I can afford it!

Just wanted to give a big shout out to Krista S who was able to get my Iphone issues/ cell phone issues resolved and was able to get the whole thing taken care of in about 30 minutes. She was funny, easy to work with and all around awesome. Def recommend this Apple Store and Krista.

Holy smokes, the customer service here is quick and incredible! The people working here are on top of things! They are very informative, too. I was in and out with my order, although the store was cram-packed! Also, I just have to comment on how well lit the place is. I dont think Ive ever seen that amount of light clarity anywhere else, before, in my life. Apple really wants you to be able to see the very best light of their product (literally and figuratively)! Hah! Apple continues to amaze me with their brand!

The new digs are nicer than the old West Towne Mall, but its still a loud, crazy Apple store, but I assume thats what you want when you chose to walk in. Of course all the Apple people are friendly and knowledgeable. The fact that Apple insists on a FEW really GIANT store makes you feel like a cog in their giant wheel, rather than the more personal feel of any smaller facility. ... or maybe its that Manhattan Energy the place gives off. I always get what I come for, but also always feel like I need a beer to unwind after Im done there.

The employees are helpful but expect to wait at least an hour to get help, no matter the day or time. And if you make an appointment, it will most likely start about a half hour late! The store is beautiful and it seems to be well staffed, but somehow it takes so long to get assistance. I went in because my iPhone 6 would randomly turn off multiple times throughout the day. They rebooted my phone (wiped it clean, and updated it) free of charge.

Zero star. Terrible customer service. Mean and rude. I am contacting Apple company and Federal Communications Commission. I will update the details very soon. Just gave you guys a warning now.