I went to Apple to get my iPhone screen fixed. Was told I should make an appointment, so set it up and came back. The drop-off experience was quick and painless, and I was told I would pay 29 bucks. I come back later to pick it up and I'm told it's 165 dollars. Took me asking for a manager and explaining that I was misquoted, but they did honor the original 29 dollars, that was nice. What I'm upset about is the Apple TV remote that I bought. I asked the staff how I would know what generation my Apple TV was (remote only works on 4th generation and up). They asked if my Apple TV was black, I said yes, and they said it's fourth generation. I get home, try to pair it and end up calling Apple Support Team to find I have a 3rd generation Apple TV. Now i'm out 69 bucks because there is no way to get that out of the box without destroying it. I feel like this place can't get it's act together. read more

While the Apple store was not able to magically solve my computer problem, (unfortunately, my laptop logic board and hard drive are gone), the team was very through in reviewing and troubleshooting my issue. I kind of knew going in that something major was wrong. I also messed up my appointment time (my fault), fortunately they were able to get me in with an appointment on the same day at practically the same time. Thanks Apple for getting things done! read more

Bought my sport Apple Watch less than two years ago and use it mainly on weekends. But battery doesn't work now and they want $199 to replace a battery on a $399 watch. Seriously? Because it's is beyond 1 year warranty so that amounts to $100/year for battery use. I only gave it two stars because staff were polite but even they were surprised by cost. I'm really disappointed in quality of product. read more

I wish I can give 0 stars, scratch that -5 stars. I don't think employees here ever been trained on customer service or anything of that nature. I cringe every time I walk in there. The sense of entitlement and arrogance drive me crazy. Asked for an employee by name ,who was expecting me btw, and not one person would even check if he was available. Kept getting "I haven't seen him here all day" instead of actually checking. Then I came in early just to drop off my device (which they were dead btw) and was told have to come back during my appointment time. Told them just need to drop my device off you can keep it as long as you need and not one person offered to help. After I fixed my screen walked straight into T-mobile and upgraded to an android. read more

I had a great experience they were very helpful, They are very friendly and professional. Tom is amazing he made sure My phone was great before I left and it was very quick. read more

Had an appointment to get my screen fixed. Got there and was told there is a two-hour wait. Drove here from Libertyville. What was the appointment for? Total disregard for my time. Going to the mall and the guy at the kiosk fix it. Poorly managed store read more

Drove 45 minutes to only be told that they were out of stock. Did nothing to try and help me get a computer. So useless.

Thank you Marc C. You reaffirmed my faith in humanity. I went into the Apple store for repairs last week and to be clear I was in a horrible mood and was a total Jerk. I was terse and I was cutting staff's questions off with my answers. Poor, poor behavior. I'm sorry. What did Marc do though? Met every piece of crap I presented with kindness, knowledge, and compassion. He sensed where I was emotionally and my tight schedule and adjusted his answers and demeanor to my own natural clipped rate. I went in for repairs and after quickly going through options with me he sold me on a new MacBook Pro with no sales BS. From start to finish it was probably 15 minutes and I could not have been happier. Marc, thanks for meeting my crappiness with equanimity and kindness. You're a good man. Thank you. read more

I have been to this Apple store location twice and it is the worst Apple store I have been to. Either the employees are rude, unhelpful or both. The first time I went was to get a new charger for my MacBook I got the larger one (which cost more) thinking it would charged my MacBook better/ faster but now one told me it didn't matter the size. It was at a different Apple store which was way more helpful that told me that this store had me waste extra money for no reason. The second time I went I had an iphone issue and everyone who has an iphone know that you have to go to the apple store is you have a technical problem with your phone. my phone basically has my life on it so i was already freaking out about it just shutting off with the battery being fully charged, which probably max out my level of irritation and I had already been to an other apple store that basically said they could not help me because I didn't have an genesis bar appointment and they didn't have any open appointment until the next day. So they had me schedule an appointment with the Northbrook store. Once I got to this store, it was like a hot box it seemed like there was no ventilation and it was the summer time which made it smell sweaty and disguising. There were a whole bunch of employees standing around (not doing anything), almost everyone of them asked if they could help me but once I said I had a problem with my iphone they said they couldn't help me. I finally asked after standing there for 20 minutes if there was anyway that someone could help me with my phone instead of having to wait until someone ACTUALLY at the genesis bar was available to help. the employee who I asked was extremely rude when he spoke to me and gave me a smart- mouthed answer of "I'm sure you can wait another 15 minutes for you scheduled appointment". I have owned Apple products for years and never and I mean NEVER had a genesis appointment start on time. This time was no different I had to wait 30 more minutes not 15 minutes 30 to get help. To top it off they couldn't even figured out what was wrong with my phone, and they just took guesses at what the problem was and said I would be charged for whatever they replaced on my phone even though there was absolutely no physical damage to my phone (I've had a screen protected and a case on my phone since I bought it) so they were going to charge me to replace the battery but if that wasn't the problem then they were going to replace the screen and charge me for that as well. So after waiting for almost an hour to be helped I ended up walking out the store with a still non working phone. I will never go back again read more

This place is a joke. They gave me an appoint for an hour later. Came back in an hour and then was told it would be another 25 mins and then another 10 mins. And now that time has came and gone. Still waiting. Why even give appointments? Im sure if i wanted to buy a mac book the staff would stab their mothers and other customers to help me but not to do something simple. read more

PLEASE take the extra few minutes to drive to another store like the one in Deer Park. I stopped in to have a missing footpad on my Macbook pro replaced, and they charged $10. They then insisted on keeping the computer overnight. I had to drive 30 minutes each way! I went back the next day to pick up the computer, drove home, and the computer wouldn't start! This macbook is under 2 years old and hadn't had a problem before. I spoke the the 'geniuses' over the phone again, and they said I'd have to bring the laptop in again. When I went back, they spent 10 minutes trying to get the computer to start up before telling me that the hard drive needed to be wiped. In doing this, they also claimed the hard drive failure and repair coinciding were a complete coincidence. I lost 2 years worth of data, and didn't walk away with so much as a gift card. Literally the worst customer service experience of my life, and I used to shop at Radio Shack! read more

Awful customer service while visiting the "Genius" Bar. First, how many times do you really have to reintegrate that there may be data loss for a iPhone screen replacement. The answer: 7 before I left. Second, what is the reason for the diagnostic being ran on my cracked iPhone screen? I came in for a very visual hardware issue, NOT a software issue. There is absolutely no need for that. Also, why do I need to log into my iCloud account? Are you data mining me?!? Third, the "genius" lied to my face twice before I grabbed my phone and left. Lying will get you fired at any other job but apparently not at this location. Fourth, for the love of customer service ask me how I'm doing or how my day is going.. Some sort of small talk to make me feel welcome in your sterile, uninviting, hole in the mall. My "Genius" made me feel like I was a waste of her precious time. If I'm that big of a waste then I suggest getting a non customer service job. Fifth, so glad I went to a third party agency that fixed my phone at a third of the price, in less than 20 minutes, and did not involve a random diagnostic or my password/code. I have been to Apple Stores all over the nation and this, by far, was the worst one I have ever dealt with. If I could give it zero stars, I would. read more

Worst customer service among all apple stores i've been to. I have been a fan of apple for the past 5 to 6 years. I own at least $7k worth of apple products and never had an issue till couple days ago in the Northbrook branch. The manager has a really bad attitude as well as some of the employees. they never appreciate a loyal customer. I would never recommend anyone to go this branch until they hire some professional people who know how to take care of their customers. read more

They literally said I needed to buy a new phone, I fixed it the next day on my own. Next time actually take a few seconds to think and give a legitimate solution before saying that I need to spend another half a grand on a new phone. read more

Why I regret getting a Apple Inc. Mac and can't believe everyone has one... 1. You can't SIMPLY just open an image in a folder, click right left/right to go between photos. You have to Command + A, then click Left/Right... more steps. Then when you hover over a simple photo, you can't just click Delete like on Windows... You have to Exit the preview and delete the photo. 2. Want to Delete something... No. You have to click Command + Delete. 2 Fingers 3. Want to Drag a Full Screen Window from 1 screen to another (2 Monitors), you won't be able to. Because that's not Mac was meant to work. You have manually drag the corners of your browser to fit your screen then you can pretend it's full screen, just so you drag windows from 1 screen to another. 4. Have a business? Want to simply rename a phone number in Skype Business... Good luck, it takes 4 steps instead of 1. 5. Have 2 Screens or even 1 Screen but working on 2 things at once... Try hovering over a Youtube Video or any work you're doing on a different screen, your mouse will NEVER be recognized. 6. Interested in configuring every little thing when you get a computer? Get a Mac. 7. Want to have a browser with almost invisible tabs, get a Mac and you will have Safari, the most worthless browser for getting any work done 8. Are you a windows user? Do you have to "Eject" every device without it breaking? Well in 2016 my friends, if you have a Mac, your computer has to be told that you are about to take out a USB 9. Ever type something out and wanted to delete the letter before the word, with Windows, you click Delete. With Mac, you just have to press 27 buttons in order to delete the first letter of a word. Or press the left button for an hour so you can use "Delete" (Backspace in Windows" 10. Ever wanted to sit there and look at 2 monitors, while your Mac figures out that there's 2 monitors plugged in? Well now you can sit there and waste 15 minutes, by buying a Mac 11. Did you know you clicking SHIFT will not select all the photos in between in image view mode? You have to go to list mode to use the SHIFT option. In thumbnail mode, you have to select all the photos in those rows and unclick the photos you don't want? I can't understand why people think Mac's are easy... These problems have nothing to do with "getting used to a Mac", they should be default. You shouldn't have to eject anything, I shouldn't have to select all the photos to see them 1 by 1. Who has time for that when we all have 1000's of photos? After being convinced to get a Mac, by the fellow Mac users, I have to say, I can't believe so many people use this Metal Giant iPhone thing and think it's a computer just because it's fast and metal. Mac's are durable and fast. But if you ever want to accomplish anything in life, get rid of this metal scrap. Apple Inc. It's 2016, your software sucks. You may have a lot of money to advertise and make something look good on the outside, but on the inside it's a worthless product. P.S. NOBODY SHOULD HAVE TO MANUALLY CODE IN MAC TERMINAL TO MAKE CHANGES TO THEIR OWN COMPUTER!!! P.S.S. Edited: For all Mac Users, you may think this is dumb, but after years of using a Mac, you are just used to using a bad product and think it's normal now. Blind Love. P.S.S.S. My ultimate favorite is when you preview a photo in a folder with 1000 pictures, click right until you're viewing the last photo in the row, then when you click right... The Mac does not realize it has to go to the next photo... You have to click DOWN?!!?! I'M NOT TRYING TO PLAY PACMAN! I wish I could return this garbage after the 14 day return policy. Horrible read more

Don't like that fact that you have to Waite forever just to buy something there's always a wait the should have normal registers instead of them telling you go to him no go him this is so annoying I wasted my time there today might as will just order it online next time I know read more

i have an apple keyboard that has worked on and off since i got it. i finally had time to go to an apple store and it turned out the keyboard was 10 days out of warranty. he plugged it into his ipad and said it worked fine. he plugged it into another store ipad and said it worked fine. i said "well it doesn't work on my ipad which is only a month old." he said they wouldn't replace it because it's out of warranty and i said fine, replace my brand new ipad which you just identified as the source of the problem. at that moment he claimed that it actually didn't work on the other ipad. i said you just told me it worked fine. "well," he said, "it worked intermittently so i can't replace your ipad." So i reminded him that he just told me it worked fine . this guy actually lied just so he wouldn't have to replace anything. read more

First time in an Apple Store. Arrive there to have them look at my device, am informed about the appointment system. I make an appointment, leave my phone #... get texted about an hour later, show up for my appointment within 5 minutes, check-in, and am told to sit at a table and someone will help. About 30 minutes later, nobody has helped me yet. I see numerous "genius" people pass by, not seemingly helping anyone. While waiting I ask 2 of the "genius" people if someone will be helping me soon (because, you know, when they text you that it's your appointment time, it should actually be your appointment time, otherwise don't text me)... and I get a snappy "I'm in Sales, I can't help you" response both times. Gee, sorry for daring to ask you a question, Mr. Entitled Apple Store Employee. I guess this is the normal experience at an Apple store? Eventually someone helped me, and was fine (but didn't actually resolve my issue). Honestly though not a good first experience - they get 1 star from me. read more

Go elsewhere; anywhere else. Customer staff was rude and condescending and dishonest. I dropped my screen off for repair, and was told it was covered under my AppleCare, and would be 29. Upon pickup, they charged me 149 and denied ever telling me it would be 29. Which they absolutely did. Not only did they lie to me, but they made me wait over an hour for the privilege, as they kept walking away to "work something out" - not that they ever showed an indication of working something out - my best guess is that they were hoping if they made me wait too long I'd give up and go away. And then they became hostile, implying that I was the liar and that they'd "done their best to work things out". Which they had not - they gave me one option - to pay their inflated fee, or wait around another hour for them to remove the new screen and put back on the old one. The one that was in several pieces. As if they even could without causing further damage. And as if that would somehow give back the 3 hours I'd spent in their store trying to get someone there to treat me with any sense of decency. And they had the balls to call that "a good option." Don't go to this store - or if you do, at least don't let yourselves be helped by Stefan or Brandon. They've no integrity and have no business working in the public sector. read more

They've really got to figure how to better support their products through their stores. Read the reviews, and you'll see consistent problems. They're great at displaying and selling products, but need better support after the sale--especially with defective products. read more

Awesome service, patient, knowledgable and ultimately effective for the issue I had. Casey Pulley spent most time with me and was so helpful going above/beyond. I was my first use of Genius Bar at this store and perhaps it's always this good, don't know, but compared to other places this was superior service. read more

Beware of Apple repair fraud! After a complaint to the Better Business Bureau, I ended up buying a replacement same laptop online for $600 and swapped internal drives and it's been working everyday flawlessly since. $1,300 Apple repair completely unfounded and unnecessary. Apple has terrible and overpriced repair service to pressure their customers to buy new products. I needed to replace a graphic card for the second time on a MacBook 2011. Apple Store James called me back five days later to say they would not do the repair because they found soda residue inside the chassis. They wanted to charge $1,300 to clean and test the motherboard when the motherboard was clearly not the issue of its failure. Took the computer home and opened up the chassis and could barely find any soda residue and it was not anywhere near the circuitboard. Filing a claim with the Better Business Bureau for repair fraud. Store manager never came out to diffuse my situation when I picked up the laptop. read more

I am very disappointed in the customer service at this location. I went in for an appointment and had told them that my camera needed to be repaired and it was not a software issue. They had me wait 45 minutes once it was my turn they told me that they didn't have time to repair it and I tried to talk to a manager about my issue and he wouldn't even listen to my concerns or issues. The women next to me had an appointment also and they had canceled the appointment with her 3 times. Will only being going to the Old Orchard location moving forward. read more

went in to this location because I have a serious issue with my iPhone 5s, the battery is completely going crazy .. it turns off at 80% CONSTANTLY, i can not rely on it without a wall charged in hand .... I have still months of guarantee on the phone and THEY DID NOT WANT TO REPLACE my phone .... I am very disappointed and i want to switch to a different phone ASAP! .... SAMSUNG to be exact ... ! Very Upsetting Apple just lost a very loyal costumer read more

Customer friendly associates. Went there to ask some networking questions pertaining to the Apple Extreme Router. Was helped by two associates who took the time to listen to my questions. They suggested alternate options to my wireless networking problems. Was impressed that the associates were willing to help customers whole-heartedly compared to another retail electronics store down the street from them who wouldn't listen to my questions prior to walking away to help another customer who potentially was going to purchase a laptop. Because of that, I will never go into that other competitor's location ever again. read more

Worst experience ever at this Apple Store. My first mistake was trying to resolve an IPhone issue ((phone not ringing) on a busy Saturday afternoon. In any event we had a 1:20 appt. and received a technician at 1:50. (not so bad) The technician could not pull up my account. First time ever that this occurred as it is the last 4 digits of my social security. He tried and failed several times. I was trying to determine if we were eligible for an upgrade in case a new phone was needed. We then focused on repairing the phone. This was not to be as the technician was unable to resolve the problem. An hour later we left with no ring on the iphone.We decided to stop at ATT on the way home. We waited exactly 5 minutes for an appt. with the technician and he was able to pull up the account immediately and then got the ringer to work in another 5 minutes. (It was muted somewhere in the settings)) An easy easy fix! That's my story. Att was great. Apple store, not so much! read more

I wish I could rate this place zero! I needed some help to install iOS 9 on my iPad because an error message kept popping up. I was assigned to a technician named John Vong (or Wong ??), who was incredibly rude and arrogant. Without even letting me show my problem, he told me that I was wasting his time and I should go home to read the articles about iOS9 online. He acted as if he was someone important. He was not willing to help at all because he was "TOO BUSY" -- not really. He was truly the most insanely rude and unprofessional technician I've ever met. Lucky enough, I waited awhile and finally got help from a super friendly and patient technician Steven. Significant difference between two of them!!! I went to speak with the manager about my experience. Stony faced, he listened to my story as if I was lying. Not apologetic at all. I guess there are many friendly employees like Steven in the store. But my first encounter with this John really ruined my mood. The manager's careless reaction made it future worse. One star is the best they can get. Avoid this John and request a different technician, you may have better experience than what I had with this store. read more

Worst apple service ever received After wasting an hour of my time trying to recycle my phone I was told I had to do it on line .Then I wasted more time with Apple customer service ..After being disconnected 3 times and getting wrong information I finally got someone with a brain who told me because The phone wasn't purchased at an Apple Store I had to return it to an AT&T store ..And they didn't know this at the Apple store ???? read more

I do not recommend this store. Worst Apple store in Chicago. Mister manager, please check your people's face, not friendly at all. Rather buy Apple products in downtown. read more

This store has always served me well. Yes, it is always, and I mean always super busy, but when I make an appointment with the genius bar, they manage to get whatever I need taken care of without rushing me through. read more

Great customer service. As soon as I walked in the door, they immediately asked If I needed help. Jake helped me to figure out what I needed. We were able to get one task quickly accomplished, The other they couldn't help, but tried their best to accommodate me and came up with an alternative solution. read more

I dropped in at the Apple Store last night with a pair of busted headphones that I bought at the Old Orchard Apple Store about 6 weeks ago. It took a few minutes to flag someone down, but Dustin was ultimately very helpful. I explained that the cord on my headphones was falling apart and asked if there was any way I could get a new pair (I didn't want to have to deal with some long, drawn-out process with the manufacturer). He told me that they have a two-week return policy, but retrieved my receipt on his iPhone and said he would talk to a manager. The manager told him I could have a new pair of headphones. He processed the transaction on his phone, gave me new headphones and took the broken ones, and I walked out of the store feeling good that Apple stands behind the products it sells. Also, the whole transaction took less than 10 minutes, which was nice. read more

If it wasn't for the excellent help we received from Chris the Apple tech, we would give the Old Orchard Apple store one star. The other staff members were rude and arrogant. We had set up an appointment online for an 8:20 pm slot on 10/29/19. We arrived around 8, checked in, and were asked to wait at the back table. 8:20 came and went, so I asked about our appointment. The lackluster hostess said that we were actually slotted for 8:40, which was not true. So we went back to waiting. When 8:40 arrived, she said they're backed up and that we won't be seen until 9 (which is closing time). By 9, we were both very frustrated and expressed our frustration to the hostess. She brought one of the many bearded Apple agents over to discuss the matter. Instead of being conciliatory and accommodating, the bearded agent became very aggressive. He asked us "don't you have to wait at the doctor?" I replied, "you're not a doctor!" To which he replied, "Yeah, I am. I'm a phone doctor!" To which I responded, "no, you're Apple!" He continued to be condescending and rude to us. They said they only had one Apple technician on staff that evening, so they were backed up. The hostess said she only learned about this at 9, which seems laughably false. Someone could have surely checked in with us while we were waiting and see if our computer's problem could have been quickly addressed (truthfully, someone could have taken 5 minutes to see what the problem was). Thankfully, Chris did an excellent job diagnosing the problem and addressing our computer's issues (he alone deserves 4 stars). In the future, please let customers know that these appointments are loose at best and that there may be an additional (and lengthy) wait. No restaurant would be able to succeed if they didn't honor their reservation times. Why shouldn't an Apple store do the same? read more

It's a pain trying to get a Genius Bar appointment. You also cannot get a human to answer the store phone, so don't waste your time trying. However, once you have an appointment, your problems are taken care of. Like Apple care for the cell phone we bought 18 months ago. Broken camera fixed in an hour. read more

Great service if you can get in. I usually go the day before to get a Genius Bar appointment. They now have lots of classes... great for teens or anyone wanting to learn to use their iphone properly. read more

We went to the Verizon store today and purchased a phone. When we wanted to move the information on my 78 year old father's phone to our new Apple phone, the clerk refused to assist us and told us we had to go to the Apple Store. When we arrived at the Apple Store the clerks were nothing but helpful even though we had purchased the iPhone elsewhere. Cameron and Jonathan were so patient with my father that we will now bring all of our family business to the Apple Store. Your guys are the best!! Thank you for your patience and understanding with an older gentleman who is not technologically savvy. My father left there feeling confident in how to use his phone - I can't thank you enough!! read more

My experience was bittersweet...took my phone at 4:40 didn't leave until 8pm would've left sooner if I wasn't waiting 30-40 minutes for the technician that come to find out had left home and never finished helping me until a nice lady who was also working there got assigned to me and fixed my phone in such a short period of time! Can't remember her name but shout out to her! read more

I was there before two months, my phone camera wasn't working they checked my phone and replaced with exactly the same. (Because i had warranty) and the service was great. read more

I have nothing to say except good things about this store. Staff is quick and gets me in and out quickly. Never have had a complaint about their service nor their genius bar. GO HERE! read more

More than enough employees to greet you and assist you the moment you walk in, no matter how busy the store may be. I came in to return an item I had bought prior to the holidays and was told it would need to be returned by 01/08. Long story short, I was out of the country and my return flight was canceled and I wasn't able to come in until the following week. They took the item back no questions asked and didn't care for an explanation though I felt compelled to provide it. Easy-peasy! read more