Christian, the Apple Representative that helped my daughter and I with her phone issues was amazing, it was my first time in the apple store for service and I feel like he pulled the red carpet out for us. This was a quick and totally amazing experience. He ran some tests on her phone and quickly came up with a solution, he explained everything, every step of the way. He was Awesome!

So website said Apple pencil 119$ in store they said 129. With tax. They said well thats student discount. But I showed them it did not. So then they said oh well. Went on the website and purchased it and it was delivered same day for 119. Employee was so arrogant. But I learned what not to do.

Love this Location so much!!!! They are Only open to Pick up online Orders !!!!... I was trying to trade in my old iPhone but I had been told they only do online orders and Repair services at this location as December 2020, I recommend you to call them before go they, don’t do like me and save yourself a trip to the store ! or you’ll be waiting on the waiting line for a wile like me ! Anyway I enjoyed the mall sooo much that I didn’t care about the trading in issue, ....the mall This time of the year its so gorgeous!!!!... they have a fire place and water fountain plus all the Christmas trees, Hanukkah decoration and a place where you can take a picture with the Grinch!!!!..and of course all the stores, I was like WOW!They did a great job ⭐️⭐️⭐️⭐️⭐️!!..—🔔—📣( UPDATE 01/01/2021 )📢 —🔔Now you can Trade in your phone!!!!, I went there today and I got the good News that you can purchase also with cash at the Express pick up!!!! I was so happy until the sales person told me I have to backup my phone and he doesn’t have time to helped me because it’s a “Express service” so he can’t spend the time to do it!, He told me to do it by myself with a WiFi connection at home, the backup and then to turn off the find my iPhone Setting, and then return to the store to trade it in, So if you want to start your New Year with your new iPhone, you know what you have too do now.

Had 6:30pm appointment to Genius Bar . Checked in at 6:30pm. Was waiting more than an hour because when it was my turn the tech declined it.

Very unfriendly staffs. I went there just to get an idea for the repair cost. They said I still have to make an appoinment and the waiting time is 3 hours.I waited… and they told me it cost $599 just to get the back of my iphone fixed… I wish apple will advertise “YOU BREAK YOUR BACK GLASS OF YOUR IPHONE WE WANT $600. YOU DONT HAVE MONEY FOR APPLE CARE, DONT BUY OUR PRODUCTS”

Genius Bar team is underwhelming (if you’re minimally computer savvy). 2 stars for politeness.I didn’t get attended to until 15 minutes after my scheduled appointment time. Spent 1.5 hrs running diagnostics which I informed the agent I had already completed. Of course the diagnostics provided no resolution to my issue. At the end, agent stated; sorry nothing else I can do.Agent should have informed me, I am going to run exactly the same diagnostics you mentioned. And asked me do you want to do this?

The beat experience I have ever had at Apple. Both the guy that got me in, and my technician George were incredible! Can’t thank them enough

Amazing place and good customer service experience

HiMike for helping me get informationI really appreciate it thank you so much

Apples service deserves 0 stars. They are not available, they purposely waste hours trying to get the customer to diagnose their own computer, they make you wait days to get an appointment, make you have a follow-up appointment simply to drop off a unit for repair, keep it for two days, do nothing to repair it and call to say its done. Then they hang up on you when to try to call to talk about it. Apple stores are the worst. They need to completely separate sales from service and hire employees who care about customers. Dont go to Old Orchard unless their is no other choice on the planet!

My mom is 84 years old and needed help with her frozen i phone. I live in a different state so I tried to make an appointment online for my mom. Without having the serial number of her phone, I couldnt make an appointment online. So the first thing in the morning she drove over to the store. They refused to help her without an appointment. I spoke to the store manager Stephen to see if there is any way they can accommodate her so she doesnt have to drive to the store again. He simply refused and told me that I was wasting my time talking to him. He was very condescending. As mentioned, I tried to make an appointment online. I did my part. Her serial number couldnt be retrieved because her phone was frozen.

A person would think that you can just go to a store and buy a phone. Especially when you know what you want, you have the money, and they have the phone in store. No! In Apple Old Orchard you need a purchasing appointment, or the other option is to order online and wait an hour or two. Why? No good reason. Associates are staying in groups, chatting, browsing phones or just walking around. In fact they seemed to be more than the customers at the time - and it was a workday, after hours. And they are turning down customers that are there, ready to spend $$$$?? How is that a good business practice? Probably they have too many clients now.

One ONLY Bc of the manager George who was not one but kind, understanding, or helpful. Never have I had an interaction at an apple store w someone so rude and condescending off the bat the second you walk in. Love apple, but this store needs training on CS

I was getting static from my AirPods Pro. I made an appointment to see if this could be replaced/repaired. My AirPods were under warranty so they were able to replace no problem. These are hands down the best earbuds money can buy!

I got my IPhone 12 pro here nice location

Apple has the worst costumer service and low standards. They train their staff very well to avoid warranty work to be done on their products also the way they diagnose their products and try to Troubleshoot is just misleading and doesn’t really represent the costumers problem but at the same time they expect you to pay premium price of 1200$ for a phone. Shady business model with only one intent to increase business profits. Don’t recommend anyone to purchase a iPhone or any of their products you won’t be able to repair it in 3rd party stores due to the fact that they won’t provide any replacement parts to anyone.

Great experience a few months ago. They fixed my iphone 9 screen for $600

I loved the mall & nearby stores, but I actually went to CMX theater & it was great. The reclining seats, accommodations, & atmosphere made for a good outting that was sorely needed as we get ourselves adjusted to reopening. I will be back.

We made an appointment for the same day and from the time we entered until we left with a phone we wanted it was 30 minutes which included paying and them applying a screen protector. Very fast and informative. They also had the best prices even better than Costco, Amazon or Best Buy.

Not about this store but Apple appointment system. Came in with my mom to buy her an ipad Air as a visiting present. I work abroad so dont have a bazillion free time with family.We could not buy the ipad because we needed to make an appointment. The next available appointment was the next day ! Some clear issues stood out for me:1. Under what definition is it a store if it has the product or service but wont sell unless have appointment. Maybe rename to a dentist or doctor office?2. Has Apple considered ppl not having the time that would fit their appointment system? How would one explain to their boss to take the morning off to go to an apple store?3. Lets consider how much longer of a process to buy 1 simple item under this system. The whole thing could have been completed in less than 10mins. Yet, we were there and was explained the system. Took more than 5 mins. We looked at the app and thought about when we could be free to come back. Another 5 mins. Left the store and still have not had the time to come back to buy a simple product.4. Yes a lot of us order online now, myself included. But the whole retail experience hasnt gone away. Especially people like my mom still prefer retail. This was a terrible retail experience for us. Clearly some critical failure in system design.Theres my attempt at constructive feedback. Wont say we were not upset when at the store. Hopefully someone from apple will put in the effort to do something with this system.Ps: There were alot of apple employees standing around not serving customers. I think they were hanging around waiting for next appointment ? Maybe ALL those appointments were late? I guess ppl dont put that much planning in going to store unlike a doctor office.

Worst location ever. Told me wrong information and gave no solution. When I called the store, the staff was cold blooded and avoided my questions. Worst experience. DO NOT COME TO THIS STORE!!!!!!

The apple store was very lovely and the check in process was super easy. The staff were attentive to my needs and my issue was resolved same day.

They deserve 0 star! They ruin all my day

Great store, great products, awesome location, and fun knowledgeable staff! Just keeps getting better and better! ...and more addictive than ever!! ⌚️📱💻💙Bring on that Apple 🚘 already❣️

I got the lame velvet rope treatment. Drove 30 minutes to go pick up a new phone, and even though 5-6 employees were doing nothing at the time I was told Id have to make an appointment to buy a phone, and that no more appointments were available for that day. I guess Ill go buy an Android from somebody who will take my money!

The only reason this place gets three stars and not one is because the sales person was patient and knowledgeable.30 minute wait with an appointment and to top it all off they were out of stock of everything I wanted! I had to order it online anyway. What was the point. Make it make sense and fix your brick and mortar stores!

The sale staff mis informed me to purchase apple care plus package and now when I am looking for a refund they are not doing what they say, ridiculus service. Apple should question their credibility for such a poor service.

This is the worst apple service ATTITUDE I have ever been to. The staff is lazy. I waited for 2 hours for my 12pm appointment but didnt get my phone

Cant walk in and buy anything. Walk outside and order online. Both ways tell me 3.5 hour wait. Change order to curbside pick up, walk back in and have what I needed handed to me inside the store in less than 30 minutes. Pure stupidity

Love this mall great people there you run into.

Took in for 2 repairs, they did 1 and completely forgot about the 2nd.

This store is terrible and every employee is extremely lazy and never does their job correctly fire them all and shut this store down

Well done Danny very kind person and excellent service

Personnel were ultra knowledgeable and helpful. I made a purchase sooner than I thought I would.

Amazing place best service

Had an issue with my iPad and the genius Aaron went the extra mile to help me out.

Don’t go there. They will do anything not to warranty your phone. Don’t purchase apple care it’s scam they don’t honor it They don’t respect it.

Horrible experience with manager named Victor. My order was supposed to be ready at 3:30 pm. When I got there, after 15 minutes waiting in the cold weather, they said we blocked your order because they were not sure if the order was for me. I had to call them in order to unblock my order. I left the store because I had to wait for confirmation. 10 minutes later I got email that I can pick it up. I had to stand 15 more minutes in the line to pick the item. I hate the experience. When I already was there, I SHOULD NOT stand in the line more than one times. I respect other time, but I dont accept the manner of manager.Rude manager named Victor.

If I could leave negative stars for this store, I would. A manager named Michelle provided the worst customer service that I have ever experienced in my entire life. A direct quote from her, “I can help you; I’m just not going to.” This was just one of the many rude and unacceptable things she said to me. This all happened when I brought my computer in for a small camera repair and computer was returned to me completely unusable. But, upon pick up, no one made me aware that my computer had been completely broken. I got all the way home and discovered the damage myself. Apple is now refusing to pay for the damages that happened at this store. As a teacher who is doing remote learning, I cannot express how dissatisfied I am with this whole situation. Not to mention that my laptop is less than 2 years old and I was told “sometimes things just break.” Apple is a huge name with a great reputation. Michelle should be ashamed and embarrassed about the customer service experience she provide at this Apple store. Customer service is called customer service for a reason. If you are unable or do not enjoy providing service that lives up to the company name, you would be better fit in a position where you cannot tarnish the Apple brand.

They refused to repair my not properly working back camera in iphone, because it’s too expensive to me as they said. I’m a littlebit disappointed.

My biggest complaint is the accessibility of this location. Yes, I am older, and overweight, so I look for close parking, The only way to get close is to park in the east side of the west Nordstrom garage, and cut through Nordstrom. Enter on the west, (past the cafe), turn left past shoes, exit to the outdoor mall, walk a bit, and Apple will be on your left. Not bad once you know how to do it.

This place sucks. No one knows anything and no one can help you. Just buy online.

The worst customer service I have ever had with Apple. The guy there was not caring about selling product he left us for 10 minutes and came back and was on phone texting when he was back also. Not helpful because of online order I was purchasing for not being the product in store.

He did not ask that I was post to back up my phone because my phone broke so he was gonna replace it then he erased all the stuff from old phone and my new phone had nothing for all the people out there find a different apple store

Great customer service!

Ordered a pair of AirPods and came in earlier than my appointment time. They didn’t care, and helped me promptly. Had a great talk with Mark and I left the store happy. No complaints.I do have a message to management though :DO NOT sleep on Michelle. She is a high performer and was raised in such a way to be a LEADER. This woman can absolutely move mountains for you. Treat her VERY well and she will treat YOU very well. She is the type of millennial you can only dream of. Give her that chance when it arises.

They kept my old air pod that still worked and charged me $100 for a new one. When I asked to keep the old one that I paid full price for they said no because it’s bad for the environment. I wanted to keep it in case I lost my new one but they would refuse service if o did. I paid for that and I should keep it it’s my property! This is a horrible policy it’s predatory and needs to change. If you ever slightly damage your AirPod and want to keep it as insurance tell them you lost it and it will still cost the same for a new one.

Horrible customer service especially BY A MANAGER, named Matt.Despise this store, I will never come here again. In times like these you would think people would be more understanding and helping towards one another instead treat them like they don’t know anything. Completely zero understanding and besides being rude right from the start he did not offer help in anyway whatever. Save yourself the trouble and go to a diff store.

Monika helped me out in the Genius bar - I have never had such a positive customer service experience at Apple. At Apple its typically a we dont need your business mentality, but that wasnt the case with Monika. Incredibly friendly, helpful, and a true asset to this store.

I love love love this location especially for their professionalism and efficiency of service they provided. Connie and Nate provided excellent costumers service by being professional and kind and meeting my needs in a time sensitive matter ! If I could, I would give them 1000stars !!! No discrimination and prejudice against minority costumer like myself. I’ve gotten treated terribly at the Lincoln park location and Michigan Ave ! This travel was worth it when I live in lakeview. From now on this the only location I will visit ! This location should be the star and main location for apple. They are the example of professionalism, kindness, efficiency a client or costumers wants in return for buying and using their service and shows respect to their costumers ! That’s all a costumer wants from all paths of lives.

0/10 would not advise to take your computer here for repair. It has been over a week since I have gotten any updates, every time I try to call I get bounced around an automated apple server. At this point its a joke and I would rather just have my broken laptop back. They told me everything would be DONE and I would have my laptop back in hand in 2-3 days and it has been one whole week. I am incredibly frustrated at the service I have received and do not plan on ever coming back to apple.

Very well. Nice and organized store.

Very busy store but we didn’t wait too long

Very helpful getting and setting up my lpod

Waiting area was a bunch of disheveled wood boxes. It felt like I was in preschool. Everything took forever. I ended up buying a phone third party.

They aren’t setup for business accounts but they try real hard. They are very friendly and do everything they can to get you where they need to be.

Apple made big mistake with this lines and waiting, there is not need for this ! Everyone wears mask and respect 6 feet distance! This is so bad, it will be 1 star but because workers are so nice and professional 3 stars!

Its so crazy how Apple makes everything look awesome. Even the protective barrier for the employees!

Slyvia is a fantastic employee, very polite and excellent communication skills. Give her a promotion!

I purchased a new iPhone for my wife and the salesperson that was assigned to us did something very unprofessional, asked for my apple id which she later applied to my wife’s new iPhone,since then my phone was a mess so was my wife’s,going back and forth to the store several times.my wife’s iPhone is linked to mine.Very disappointed

Did not have a good experience very disappointing. Had an appointment to buy laptop, ipad and transfer info but I was told only one thing each time I come. So I left empty handed. Really?

Had no difficulty. Registered on line. Name called exactly on time. Spent 45 minutes with a helpful person. All worked out as planned.

Worst customer service ever. Please avoid.

Thank you guys for your service, special thanks for Kris.

Not good customer service at all

I asked them to generate Electronic invoice for my purchase and they did not give me receipt for my purchase. Ignorancie and not helpful at all. It is very hard to get a Electronic invoice for any purchase made in store.

Express pickup. Short wait in line outside but worked great. In and out with no issues.

Bye, Bye Apple and Hello Samsung.That is because I will not beg Apple to get my money. On 11/21/20 I went to Apple store in Old Orchard to buy a new phone (mine broke). For my surprise I was asked if I have an appointment. 😏I will try to make the story short. Because of Covid, Apple decided that their phones need to be bought online ONLY. They do not have phones in the store anymore. Basically, in my case, I had to spend $700-$1000 (that was my budget) on a phone online (that I have never touched and do not know if it is the right one for me), wait 2-3 days to be delivered to the store, and get an appointment to pick up my phone. Really? 2-3 days without a phone?I went to an electronics store determined to switch brand and I did. Samsung fits me better. I was able to touch it and get a feel of it. I ended up spending less than I thought and a week later I am extremely happy about my purchase. By the way, I ended up buying 2 Samsung (one also for my mom). I will also make sure my husband switches to Samsung also when the time comes. Not begging you to get my money. Good luck Apple!

Quick and efficient service !

They have a very poor customer service! The manager literally didn’t hear what we have to say about returning a product that we shopped in Chicago Lincoln park store ! He said you should go to the store where you bought your stuffs, I’m not gonna exchange that for you ! So rude and so irrational!

Melissa was a huge help with my many ignorant questions and even stayed after to make sure I was taken care of. Thanks again for your patience and great explanations regarding the watch!

I was going in to replace a iPhone 6sPlus with the new latest/greatest model. I wanted to visually compare the new iPhone 11 variations/screen size/features up close set

We spent about 3 hours there getting everything done that we needed done. Everyone was friendly and professional. I’m giving Adam an above and beyond. We would have had to make another appointment, but he walked us through all we needed to know, and got us out of there without having to come back. Five stars for Adam!

How many technicians do u guys have here?? Whats the point of setting up an appointment, getting here on time and as soon as they check u in, theyre not gonna take care of u right awAy. I have a couple of people that has an appointment same time as me, but we waited here for like 30-40mins almost to closing time and this is bs. A well known company that doesnt have enough people and technicians to take care of customers. Will never go back to this location

Everything was fine, but the line was really terrible. Because of COVID I guess but still.

This store is a joke. I ordered my phone 24h before I showed up to pick it up. Order wasnt ready .After 20 min on the phone with 1800my apple while waiting outside they still didnt finish my order. I left. When I get home I called my apple again to cancel my order. When I did I found it was canceled already without my approval. Stay away from this location.

Love this place!

Terrible customer service. Right after purchasing a macbook gold, i asked an employee if i could switch it to a different color but she said i have to fall in line again and have to wait for another half hour. After waiting for an hour to buy a laptop and she tells me i have to wait again just to switch color??I was also in this location couple of days ago when i was trying to have somebody from their genius bar restore my iphone 11pro max as i am having tons of issues with it, the guy who was helping was rushing and was telling me its almost his break time. I mean, what kind of service is that when he knows we haven’t even fixed the problem??This store has tons of people working in it but it doesn’t seem like they pay attention to making every customer satisfied for the money they are paying for their high priced gadgets.

Vey poor job with their shipment services big time disappointed with them and I will never get anything from them anymore.

By appt only for in store shopping ...

Wow a terrible experience. Check process is not intuitive at all. Came in to have my battery changed, spend 4 hours here. Came in on a Monday at 2pm, supposedly not a busy time for them. This is how they work.

One of the best locations around hands down. Awesome staff!

Really good place

PURE GARBAGE CUSTOMER SERVICE, WE WAITED 2 HOURS AND THEN A GUY NAMED GEORGE TOLD US HE COULDN’T HELP US, I WILL NEVER GO TO THIS APPLE ATORE AGAIN. THEY USED TO HAVE REALLY GOOD EMPLOYEES BUT THE NEW WORKERS THERE HAVE NO CUSTOMER SERICE EXPERIENCE. I WILL NEVER GO BACK TO THIS APPLE STORE AND I WISH I CAN GUVE THEM 0 STARZ!!

Their covid protocol is very thorough and I felt safe and well taken care of by staff. Be sure to get a reservation as there is currently no browsing or walking in without an appointment.

What a useless company, they can not fix they own product.. what a shame lmao 😂😂😂😂

Adam at the “set-up table” (iPhones) SO patient and knowledgeable. I was Impressed with his ability to manage the crowd vying for his attention, and individualized solutions/directions, at one time. Thank you Adam!!

Love it very family friendly!!!

I never had a good experience in this location. The staff always want to take money out of you. I went to get my screen fixed couple years back and was told it cannot be fixed and I’d have to get a new phone because my iPhone was “bent”. They just lost a customer because I went to a different Apple location and was able to get it fixed from somewhere else. This time I went there again to buy 3 Apple devices and again did not have a good experience. First, they need to hire more people because if you’re going on a weekend, you’re pretty much stuck there for over an hour of wait time. Second, the staff rejected to do any trade-ins on my phone because, apparently, according to her, it had some water damage and held no value even though my phone was fully functioning. A big company like Apple should not think this much when it comes to trading in a device for a small amount especially from a customer who is buying 3 devices from them. Third, the staff refused to use my employee discount even though I had gotten it previously at an Apple store. It seemed like she was very much determined not to give me any deal. Clearly, they just want to take money out of customers without providing a good customer experience. The only reason I went there because it is a convenient location to me but I don’t think I’ll be going back to this location anymore.

The staff is professional, helpful, and able to make accommodations. After waiting a couple hours for an appointment (ugh), I was finally able to speak with a manager about the water damage to my almost-new iPhone XS, which was simply in the rain for about 7 minutes, not a reason for it to break. Although I didnt have the warranty, he realized that water damage shouldnt have happened, and the damage indicator hadnt gone off yet. So he was able to help me with the cost of a replacement unit, because the camera and screen were slowly breaking. The wait was annoying, but everyone was helpful and honest with me.

Didnt help

I was reading previous reviews about this location but didn’t believe until I faced it today. Because usually apple always had a good costumer service. I came with a problem instead of fixing it tech started talk to me like it is not his job to resolve the issue. At first place he was just rude and that feels bad. Tech name was Eric, guy wearing glasses. If that going to help to this location to improve their services. Because Apple was always trying to reach perfection. May be it was just a bad day for guy but it is not the reason, because you work with costumers and represent company at the first place.Thanks

It’s a pretty good apple store, my visit was pretty fast and we were set up with a representative within 5 mins of reaching the store, he explained all the new features that were introduced to the new phone compared to the old one I had. The only thing that took a while was setting up the phone and moving the apps and data I had in my previous phone onto the new one, but I can’t really blame them for that. Overall I had a pretty good experience here.

Very clean and neat store with super helpful employees!

The worst Apple store ever the store manager had no customer service experience at all.I was there Friday 17th. 3:30 pm and I couldn’t get any help from them.I have been buying Apple products since 2007 for the family of 5 people.In February, a black dot appeared on my screen and I work full time and I didn’t get to go to Apple to fix it and then it closed down because COVID so I finally went back on Friday because it was finally my day off and the store manager refused to help me and was very rude.

Automated message saying nobody is available to take my call. Tried many times. How could you not have someone available in sales? Thats literally how you keep your jobs, by making sales.Took my business elsewhere.

Hopefully wont be relevant for much longer. Apple is handling social distancing really really well, they have tents and hand sanitizer for people waiting to enter the store and they are checking temperatures before.

Service hardware repairs have taken way too long for me here. This is unacceptable for a company like Apple who is suppose to now be a service company. Please optimize this. I am a loyal customer and shareholder.

This store was excellent until it moved locations and it lost all its good people. My family bought so many products from here and I was to happy with All the great guys working here. Now they have a girl with long red nails and a major attitude checking you in and manager who is best friends with her. This location is a complete joke and a very poor representation of Apple. I would never shop here again. Go to Northbrook or go downtown. Stay away from this store that girls attitude is so negative and so bad. She talked down to me like I was garbage.

Updated2 years later still same bad Service as always. Always disappointingDoesn’t matter if you have an appointment or not, you’ll be waiting for at least 30-45 min. I don’t understand the point of getting an appointment!!!