So this store is good and bad. The good...great variety of Apple products, always in stock and I never have to go elsewhere or online to get something. The bad..The service: A majority of the time it's been horrible. One Example: I came here to look at an apple watch. I looked for 10 minutes and then I tried to find help. All employees were busy with others so I didn't want to be rude an interrupt. 10 to 15 minutes later I finally got an employees attention who was rushing to another part of the store and asked for some help. He said I would need to find someone with a tablet who could help me. Another 10 minutes of looking for someone with a tablet I could talk with, I finally interrupted someone who was talking to a customer ( and they gave me a bad look, like "what do I want" and a huff) they took my name down on the table and said someone will come and help me, pretty much ignored me and focused back on the customer. About 20 minutes later I finally had an employee approach me for help. I was so sick of waiting and didn't want to wait again I ended up looking at the watch and purchasing it. It's a great way to get people to buy products. Get them so frustrated in waiting just to ask questions they just buy it so they don't need to wait again. This is purely a staffing issues. While wasting time waiting I heard and noticed more than a dozen others get frustrated and just leave the store as they were either not being helped or sick of waiting on some electronic list. Apple makes some great products but their customer service at this stores sucks. read more

Fast, helpful, service from a staff that actually listened to our issue, verified the issue, then resolved the issue. Can't ask for much else (other than an Apple Store in Rockford, IL). read more

Every time I stop into this location, the staff is AMAZING! They make sure you know about the product you are purchasing or looking to potentially purchase before you leave the store. For all my Apple needs (Yes, I was a PC guy up until this early 2013) I will stop in and see the staff at Apple Store West Towne! read more

I came here on January 30th. It was without a doubt the worst customer service experience I have ever had in my life. I came there for a data transfer from my old computer and as soon as I got there they told me they were incapable of doing that. This was kind of a bummer seeing as though I had waited a whole week for this appointment and spent $30 on an Uber to the store. It was fine though because the guy at the store told me I could possibly do it at my house even though my screen was broken if I could hook it up to another screen. Since my hard drive was already taken out of my computer do to water damage I asked if they could put my hard drive back in (a process that would take less than 5 minutes). All that had to be done was unscrew the back put it back in and then screw it closed. The Apple store guy called another employee in a bright pink hat over who was 100% worse and more rude than the first guy. He told me no and if I wanted it done I would have to wait at least 2-3 days after directly telling me it would only take him 5 minutes to do. I explained to him my situation that I would understand but I would need to pay another $30 each way in Uber's to go out to the store. I would usually expect a refund for that type of thing but this guy could care less about my money and any Apple customers. Now I would do this myself but there is a very specific screwdriver needed that I did not have. After refusing to do it for me I asked them if they could just give me the screwdriver and let me do it myself right there in the store. Again he refused and when I asked him why I couldn't he stuttered and had no response at first eventually saying that the tools were hidden and that customers aren't even allowed to look at them. Then he proceeded to tell me again I would have to come all the way out there and spend over $60 of my money if I wanted to get the back of my computer unscrewed and screwed back on. Usually l never have problems with people in customer service but me writing this doesn't even do justice to how rude this guy was. I want my money back from those rides. read more

Awesome service. I had a rare problem with my 4 year old refurb MacBook. Set up appointment. Was seen promptly, we thought we licked the problem. Went back to we're I was staying, realized something was not quite right. Took it back without appointment this time, I was nervous when I walked in because it was packed, but I was seen right away and was helped. MacBook is running great. Love Apple!! 4 iPhones, 2 iPads, 1 iPod, 1 MacBook. Need a Apple store in Rockford! read more

I ordered Air Pod Pros in February 2020 with pick up at the Apple Store in Madison, WI. My credit card was charged by Apple on 3/11. The Apple Store closed on 3/16 due to COVID19. Apple did nothing to make sure I was credited. I waited patiently. In mid-May, when I noticed the Air Pod Pros were available online, I emailed Apple as to where my engraved Air Pod Pros might be. On May 26, the Apple Store opened again. I called Apple online to make sure my product was at the store. I was on the phone, and waiting for a call back for hours. After talking to a customer service rep and then a supervisor (Deon), they assured me my product was at Apple (Madison, WI). I went there. Waited in line! There were a bunch of unfit, barrel chested security guards out front, and some sleepy eyed Apple Store reps, basically sending every customer away. I spoke with a young lady, and then she summoned "Mark" who stated with a smile that my product was not in the storage room. Mark did nothing to help. After that, I called Apple. Ten days later, I called Apple again. Finally, the last person I talked to at Apple was Jake. He said the product was returned to the warehouse and he was issuing me a ticket for refund. He stated that no one Apple person had issued me a refund, and no one even put the ticket in for a refund. Supposedly, when the product was returned from the Apple Store in Madison, to the warehouse in Tennessee, an automatic refund should have been issued. Finally, on June 24th, I was issued a refund to my credit card from Apple. #sad #terriblecustomerservice #notworldclass Bottom line is this...... The Apple customer service is awful and the Apple staff at the Madison, (Hilldale) Store did nothing to make it better. They threw their hands up in the air, and it was not their problem. The message is clear. And by the way, it took 3.5 months to get a refund from a purchase I did not receive. I spent hours trying to resolve this issue. Yes, I did get my money back, but I have a resounding, residual bitter taste in my mouth about Apple anything. read more

Sooooo...I go to this apple store looking for phone case, air pods and info on Apple TV. I pick up some AirPods off the shelf. After about 10 minutes I realize NO ONE has greeted me or asked if I need help. I also notice I'm the ONLY African American in the store that was full of people and there were no African American or people of color working at the store at this time. I walk around the store literally 10 times, still even with product in hand no one ask me if I needed help. Lots of people working, 15-20 employees. All sitting with little old white ladies. One employee actually looked right at me and gave me a head nod, and said nothing. Finally after TWENTY FIVE minutes in the store a female employee asked me if I needed help. I said yes and asked her if Apple treated all of their customers this way. She kinda laughed it off and said, "that shouldn't happen", I said well it just did happen. I got the prices and info I needed, put the AirPods back on the shelf and walked out. I will never go back again. I'll by my Apple products on amazon from now on, if I buy any. Worst customer recognition and service ever, and hire some people of color for God's sake. Apparently they did not want my money! Can you give a -5 Stars rating? read more

Terrible service . Waited 29 minutes on hold, asked about my sons cracked screen , how much to replace ~then went through 10 minutes of serial numbers etc just to have her tell me it could be anything~ it needs to be looked at .I could have googled the cost which I just should have. My son had to repeat all the numbers to her because she couldn't get it right. Waste of 40 minutes of my life and no help! read more

Unable to exchange an unopened product for a more expensive Desktop product due to having an unactivated Apple Care. Since when does having a warranty preclude someone from exchanging an item? Manager was unreasonable and his explanations for not doing the exchange were senseless. Long wait times for service. read more

Just got the new iPhone X max yesterday and since one of the members have to help you with the purchase said everything is good to go he did a I cloud back up and say either do a back up now or at your house at the time I have spend a good amount of time and have to leave when I start everything in my house i find out that i have lose all of my pictures because there was a setting that have to be turn on? And all of my apps also lose their information witch could of be avoided if he will of tell me about "keychain" I'm beyond disappointed because the staff are supposed to know this kind of stuff I knew the back up was done is not like i wasn't aware of the apple system I'm very sad to lose all of my pictures if you are going to this location make sure you do a whole research before doing anything because they won't care about your stuff. read more

My daughter who is a student at UW Madison had issues with her iPhone. She had a 11:30 appt today, and they troubleshooted the problem. When they could not diagnose the problem, they offered her a replacement free of charge on the spot. This is great service. I don't know who took care of her, but I sincerely thank you! read more

I don't get why this place can't have a little more organization. I have an appointment to get my iPod fixed. I get there a little late, my bad, but then go up to the back of the store labeled "Genius Bar" and try to make eye contact for ten minutes to get help. Then, by the time I was directed who to check in with, it was well after my appointment and they told me I could reschedule for an hour and a half later. Admittedly, the place was packed and it was my fault for missing my appointment, but the whole set-up seemed like chaos. Maybe I'm just too unassertive and Midwestern for this place read more

Went in to fix an issue with an iPhone 6. I had an appointment, but was still left to wait 10 minutes before any interaction from a employee. I was then given advice to do exactly what I had done prior to visiting the store. Next I waited as the "genius" scrambled around the store to help other customers as I was left helpless. All in all it was a sub par experience. read more

Showed up 11 minutes late for my appointment. Was told the appointment auto cancels at 10 minutes. Had to wait an extra half hour to even have my phone checked in for the following morning. Long wait time. read more

If I could give a zero star I would. I've never wrote a review yet but this store pissed me off. I killed a whole day coming from an hour away to get a simple battery change for $29 made an appointment came 15 min early, they took my phone and told me to come back in two hours. So I waited for two hours came back 15 min early again they tell me to wait till exactly 2 hours have passed just to tell me the they did NOT do anything to the phone but they can replace my phone if I wanted to. A whole day waisted for no f%#% reason. Horrible store. Worst one I've been to thus far. Screw apple if that's how they're going to treat costumers now. read more

I had an awesome experience here. My iPhone has had parts replaced from a non Apple certified eBay seller so I wasn't sure they would replace it from the problem I was having. Half an hour in they replaced it for free. The helper guy was very knowledgeable and friendly. read more

Long wait for just a battery change. Had to wait 3 days to even get the appointment. Didn't know they couldn't just change the battery then and there. Were told it would take 2 and a half hours. When the guy was helping us, he stopped partway through to finish up with someone else. Great product, but customer service in this store leaves a lot to be desired. Just dropped my review down another star. Got 10 feet from the store and battery died. Went back in and they checked and the battery change I had paid for didn't actually get changed. Waiting again for them to fix the problem. Update.... put one star back again. They were very apologetic and compensated us for the additional time we had to spend there (an extra hour and a half) by giving us a new phone, free charging cord and free charging dock. read more

If only I could choose zero stars, I would. Horrible customer service. I had a known iPhone 7 hardware issue. They refused to fix it unless everything on the phone was in pristine condition. The screen was cracked, so they wanted to charge me $150 for a repair that I didn't want. They refused to fix the defective board unless I had the screen fixed. It's an all or nothing approach. It seems like a bait and switch sort of operation to me. Make a defective product, then when the customer comes to have it fixed, charge them for other unwanted repairs if they want the defective product fixed. Huge scam. I will never buy an Apple product again. read more

First of all, if I could give a zero star rating, I will. I got my iphone 6s plus less than a month ago and noticed the quality of both voice and data is significantly worse than the other iphone 6s plus at the exactly same location. so I suspect it might have defects on my unit. I took it to the apple store near West Towne mall and was very disappointed with the service. The only thing positive of my visit to this apple store is like what other reviewers mentioned, the staffs there appear to be friendly. But that is it. Long story short. I went to the apple store with the hope that I can get a walk-in support but ended up making a appointment for this Friday and promise that it would be fixed. I showed up on time and spoke with three different staffs. What they did is to ask me the same questions three times but offered no help. In the end, they made another appointment for me on next Monday and promised to solve the issue. My overall impression is that there are a lot of staffs in this apple store, but where is the technical supports? read more

This store is great, friendly and a great environment to be in. However, there are couple of things that needs to be reminded for customers. Some are great experiences I had and some are not of great experience. Couple years back, when I purchased an iPhone using the carrier financing option, I had an issue where at one point I had to return the device and normally the eligibility would reset after the phone has returned. The fact that it has not, had me concerned and took me nearly 3 weeks to get this eligibility back resolved and bouncing back and forth with the Carrier and the Apple store and how it's the CArrier issue, but then on the Carrier side tells me that since it wasn't purchased through them they had me go on the Store I got it to. It took a while but it finally got resolved. Walk-in appointments for genius bar is never a good idea because they always serve to those who made reservations, so if you are walk-in customer, be prepared to wait a while till it's your turn. Best if you actually book an appointment before you come in. Also it helps them tremendously if you write a brief note on your appointment of what you are coming in for so they don't have to do a lot of typing. read more

I had a wonderful experience. It was the Friday before Christmas and both the mall and the Apple store were a zoo. But I was able to check in with an employee for a genius bar reservation. I was not only seen on time, but 20 minutes early! The employee was kind, courteous, helpful, and my problem was resolved within minutes. He could have told me I was an idiot as my problem turned out to be a relatively simple fix but he was professional and extremely kind at all times. Thank you for the great experience! read more

Darnell from the Genius Bar was amazing! I felt so lost with my phone not working. He reassured me and then fixed it! Thanks so much for the awesome help! Darnell rocks! read more

They need customer service training 101. They are just a bunch of rude little idiots walking around talking to themselves while customers are wandering around looking for help. There is very little or no management at all. read more

Everyone is so kind and welcoming. It's easy to tune out all the people around you when you're tech is so knowledgeable. I recommend taking a workshop that Dan guy is really cool. read more

I went to the Apple Store on 3/24/12 the redeem a gift card. I decided to upgrade my 3gs to a 4s, simple enough. I walked in and made an appointment, waited 15 minutes and then a woman came over to wait on me. This is when it all started to go down hill. She was the most unhelpful and rude person I ever gave money to. When the transaction was done, she turned and walked away. I didn't even know we were done. No bag for my purchase, no thank you, nothing. I asked my wife if I did or say anything wrong and she said no, the girl was just rude. Oh, my phone was defective and I had to go back on 3/27/12. I got a new phone after seeing a "genius". Apples words not mine, and really an oxymoron. My second phone was also defective. I really wanted a new iphone but after my experience with Apple customer service, I will be getting a Samsung phone instead. Apple has great products, usually, but awful customer service. After hours on the phone with an Apple IT person, I have had enough. Just because your product is popular, doesn't mean you can be rude. read more

came in to ask a question and i didn't have an appointment. i offered to come back another day but they still proceeded to send associates my way to try to answer my question. i got one of the store's senior manager, Matthew C and he didn't provide much guidance or insight, except insight into his arrogance. after 45 minutes of runaround, he set up an appointment via AppleCare. if you don't know the answer, it's fine but don't waste my time in the process. upon leaving i called 1-800-My-Apple to vent and they also directed me to: apple.com/retail/feedback to give additional feedback. read more

I just took my Macbook in for a battery and magsafe adapter problem. The service was excellent! My applecare took care of everything since I still had around 4 months left. This is the only issue I've had in 2 and 1/2 years of owning this laptop. I was a bit leery about the genius bar but I now I won't go anywhere else! read more

I was in town for the weekend and thought that I'd stop by to inquire about getting the new iPhone. I had two questions, one about billing options and the other about availability. I was told that I had to talk to Steven (I think that was his name), and that he was the ONE person in the store who could help me. I may not be the most tech-savvy person in the world, but I'm not a Luddite. I know about the phones, the software, the updates and new features. I can read a tech blog as well as the next guy. All I needed to know was some information on the finer points of Apple's new upgrade program and whether or not they had the phone I wanted in stock. First, it took forever because there were a lot of people and they had more questions about the phones themselves (which is totally fine!) and there wasn't anyone else who could answer my questions, apparently. Then, when we finally got to talk to him, Steven (or whatever his name was) talked to my mother and I like we were tiny children, ignored me when I told him what my questions were, questioned my choices about what phone I was interested in, and generally sucked. It was the MOST condescending, patronizing lecture I have ever heard in my life. Like a caricature of the snotty tech guy, but a real person. We watched him talk this way to every person he encountered, giving condescending advice that got in the way of any actually helpful answers. I know it can be exhausting to be a technically-informed person who talks mostly to people who don't bother to do their own research, but MY GOD. If you work in customer service, learn to be less of a jerk. I've bought two ipods, two phones, and a computer at this store over the years and have always had great experiences in the past, so I was super disappointed to see how far their customer service has fallen. read more

Made an appointment online for the Genius Bar, arrived early, and got prompt service. I wouldn't show up without an appointment on the weekends, as they seem to be slammed all day. The diagnosis on my hard drive was not a complete disaster, and I got my laptop back in less than 24 hours. Even if it would have been a disaster, that's what backups are for. Informative, helpful staff, but don't show up on the weekends and expect to walk in for repairs and be first in line. read more

I don't understand the point of making an appointment when you have to wait more than 30 minutes past your appointment time to simply drop of the phone for a cracked screen repair. I don't need a complex consultation. Very frustrated read more

Good customer service replaced broken phone charger cords under warranty. Ben was helpful in technical support area. During the weekdays later in the night they tend to be less busy. Really pleased to have this Apple Store close by. read more

For 30 minutes after my scheduled appointment time I was repeatedly told that the next available tech support person would be there to help me. Yet no tech person ever showed up. I told a couple of the many, many unoccupied sales & check-in people that I had a disability that made waiting difficult. Each went off to search for the missing tech person. No dice. Eventually I had to leave as pain escalated. Obviously this store regards repair customers as stuck and so to be treated as poorly as possible. This includes making appointments for times when no one will be available to help. I'd made the appointment more than 24 hours ahead, so there's no excuse for this rotten service. Luckily there are other Apple repair options in town. read more

I thought a bunch of geniuses (genuisi? shrug) would be all over scheduling at least. My wife and I made an appointment online and showed up twenty minutes early just to be safe. We waited and watched as two people who just wandered in with no appointment (and who were told there would be a wait mind you) were helped right in our faces!! As our designated appointment time came and went yet another person who just traipsed in was helped ahead of us. We asked the obviously flustered "genius" who was supposedly running this three-ring circus if we were on the queue or what? He said, "Yes, you're at the top of the list actually." I was relieved and sat staring off blankly into space (sleep mode) as I waited to hear our name called. Ten minutes later a gentleman who'd been waiting before us was helped and then five minutes later another employee approached and helped him again, "What is your first name sir?" "Call me whatever you want just help me!" I sighed loudly and the "genius" who was dealing with the brunt of a rush got our attention and moved us up to the genius bar. Oooo lala THE GENIUS BAR... Well no matter what becomes of me from here on out, I can always tell my grandkids, "Hey your Old Grandpa once sat at a bonafide Genius Bar!" Well we sat there for around eight minutes before I realized that this move was meant to fool us into thinking that something was actually happening! At this point, we were nearly twenty-five minutes past our appointment time and after watching the Mobius-strip of workers walk past me into the back and out again without so much as a nod of recognition towards us I was beginning to question if any of these people were even close to genius-level intelligence or was I duped! I decided to transform myself into a human obstruction and stand in the main walkway back into the shiny metallic wall that all of the workers seemed to drone in and out of. My wife didn't like this tactic too much but it got someone's attention almost immediately. Unfortunately, this guy was just punching in and not a technician per se. During this waiting around my wife got a great idea, we checked in with the DoIt computer service on UW Madison campus and as students we were eligible to bring in our macbook and any work they perform would be covered by applecare. My wife live chatted with them right on one of the MacBooks at the apple store and we set up an appointment to drop our computer off (not wait around). The staff was very kind and courteous just not effective or helpful. We scheduled them into our lives and instead it seemed that they were doing us a favor by letting us sit at "the Genius Bar" and be ignored. read more

Went for iPhone support on a day we knew would be busy, but had an appointment. Even after they told us to sit down it took FOREVER for them to help us. There were several walk-ins who got helped immediately. The advice turned out to be "try restoring it," which they easily could have told us to do without ever coming in. Colossal waste of time. I understand if they're busy, but they need to assign fewer appointments and prioritize walk-ins less. read more

I usually loathe going to the Apple Store because of how busy it usually is. The weird thing is employees always outnumber customers about 10:1 (joking a bit). Well this time I had to visit the store to replace a phone that was under warranty that I accidentally smashed the weekend prior. I made my appointment online the day before. When I walked into the store I was promptly greeted, checked-in and led to a stool where I could wait. After only a minute or two Alex came over to help. I showed her my phone and the mess it was in. After only a minute of typing in a few serial numbers and such she told me she would run to the back to grab my new phone. After syncing the new phone to my iCloud I just had to wait about 10 mins while everything reset. In those 10 mins Alex came to check up on me 2 different times to see if it was ready. I walked into the store with a shattered phone and walked out less than 25 mins later with a new phone and everything synced and ready to go from my old phone. read more

Store was crazy busy when we dropped off our sons computer to be repaired but we were greeted within 2 minutes, got on wait list and were texted within 20 minutes that they were ready for us. Tech gave us best and worst case scenario. Told us it would be 5 days but they called us the next day. Unfortunately, the cost to repair was crazy and and we were better off buying new but they were honest about it and given it was 5 years old and went through an epic accident we were happy that they were honest about it being cost prohibitive. No pressure to replace. Everyone we encountered was friendly and polite. The cost was $0 to diagnose the problem which was very unlike any other service center we have ever encountered. We will be back to replace this Mac and many more. read more

I brought my MacBook Pro to apple because it wouldn't turn on, the service technician took it into the back and then came back to tell me it would cost $755 to repair it because he said that there was water damage on it. No liquid was ever spilled on this computer ever! I asked to see a picture of the water damage he claimed was there but he said he couldn't show it to me. I later took the computer to a different apple certified repair shop to get another opinion, the technician told me there was no sign of water damage so he wasn't sure why Apple said there was! He took a quick look at the computer and found the problem was that the keyboard for some reason was not completely connected, so he reconnected it and the computer works fine! Apple tells their customers that there is water damage on their computers so they don't have to hold up to their warranties! I called Apple regarding this issue and they still insist that my computer was damaged by water and that they have a picture proving so, however they won't show me the picture and my computer works fine! Apple needs to be held responsible for their dishonest business practices, they shouldn't get away with it just because they are a big company! read more

Super helpful. Saved me time and money. Kept me in the loop via email and phone. I would not go anywhere else

Almost all of our tech products are apple products. This is not a review of the products. The problem I have is with how disorganized and unhelpful the store staff are. When you arrive, you have to find the check in person (who looks no different than any other apple staff member and has no signage stating they are the check in person). Even if you want to buy something that you can get yourself without assistance. Normally, that entails waiting in line for 10 minutes while everyone in front of you tells the check in person their problems - phone is broken, I don't know how to use this computer, etc etc. once you've waited to check in, you then have to wait to check out - even if, again, you have the product in hand. The check in person can't help you quickly so you have to wait for someone else. Even when I know what I want, or when I am going to do an online order pickup, I have never spent less than 45 minutes in the store waiting. It's ridiculous. They either need more staff or a better system. Unfortunately, I heavily doubt they would ever listen to any feedback. One last thing (actual advice instead of ranting) just order your stuff online and ship it to your house. It'll save you at least 2-3 hours of your precious time. read more

I had an appointment today for general questions about my MacBook Pro. I was expecting them to answer a few questions and send me on my way. However, Jonathon was the most patient and helpful consultant. He not only answered my questions, he really took care of me. He organized my external hard drive, created room on my hard drive and much more above and beyond. He was extremely helpful, polite and friendly. He was also able to multitask well. I was very pleased with my visit today. Thank you, Jonathon! read more