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December 2025 by Dana Linares
Incredibly yesterday (cyber Monday) the manager of this place is not a person who seeks solutions and I would even dare to say that he is racist, yesterday I left my brother who comes to visit (tourist) and does not speak English, and he said in a very rude way that: “here we all speak English” it seems that this manager does not know where she is standing, madam manager you are in this mall where there are many Latinos, you are not ready to take charge, “manager” because I can understand that you do not know English but there are ways to look for options, that You must provide to customers, and above all knowing that Hispanic people are a source of income for this country, and not only did you not look for solutions but you made racist gestures, not only with my brother but more people were complaining. These people are going to buy Apple products, they are not going to get them for free! They should remove people who call them “manager” and have a racist treatment! On top of that, they left the Hispanics waiting for the end! Very bad!
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December 2025 by alex perez
Teddy, our sales rep was great. Very patient and knowledgeable. Straight to the point, asked the right questions and did not pressure for a sale.
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December 2025 by carlos arismendi peralta
I went to the Apple Store in Willowbrook to replace my iPhone battery, and the experience was extremely disappointing. After waiting over 20 minutes just to be assisted, I was told several times to “upgrade my phone” instead of simply replacing the battery — something I never asked for. And after all that, they finally informed me they had no batteries available and that I needed to come back in a week.
What makes this even more frustrating is that I have AppleCare, and I’ve been paying for it for three years without ever using it. The one day I actually need it, they can’t help me. It feels like a complete waste of money and trust.
Based on this experience, I cannot recommend AppleCare or even Apple services. Even if you pay every month, the day you truly need it, you might not be able to use it. This was unacceptable and very disappointing.
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November 2025 by neel chokshi
Just spoke to the manager here.. Sharock is making this worst experience at apple store ever. Giving me run for $40 screen protector.. these people are blatantly lying every day about lifetime warranty of screen protector and help being provided to replace same
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November 2025 by KS FJ
I came in today to exchange the watch band on a brand-new Apple Watch I bought last week. Apple Support (via text) told me to visit the store for a faster swap—no mention of bringing the entire watch box.
At the store, the first associate immediately shut me down: “We need the whole box. We can’t do it.” No effort to check the order, scan the serial, or ask a manager—just a hard no and a dismissive attitude. When I asked why a watch box was needed to exchange a band, I got a shrug and “maybe we’d replace the whole watch.” Come on.
Only after I pushed did the manager step in, ask for my receipt, walk me to the serial number in the app, scan it, and—shock—confirm the exchange was eligible. It took a couple of clicks. Suddenly the exchange was possible, the exact color was available, and I was even handed a bag I’d said I didn’t need.
Bottom line: The manager did what front line staff should have done from the start: look up the purchase and try. When customers spend ~$800 on a watch, the very least we deserve is staff trained to solve problems, not invent hurdles. Apple, please fix the gatekeeping culture:
- Train associates to check eligibility first, not default to “no.”
- Escalate when unsure—immediately.
- Align your Support guidance with in-store practice.
I got the exchange, but the experience was the opposite of “Apple-level” service. Do better.
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November 2025 by Vu-An Foster
I went into the store regarding my iPhone case, which cracked on multiple corners under normal use. When I asked for clarification about the store’s replacement policy and requested to see the document explaining what qualifies for replacement, the employee — who identified himself only as “Chris” — told me, “It’s an internal document,” and said, “I’m not obligated to give you anything else.”
His tone was condescending and dismissive, and when I asked for his rep ID so I could include it in my feedback, he refused. That’s concerning because without a rep ID, customers can’t properly identify who they spoke to — and there could be many employees with the same name.
This isn’t the first time I’ve had an issue like this at this store. On a previous visit, another staff member made things difficult until the manager stepped in and said, “She’s with us — she has a business account, make sure to give her what she’s coming for.” Only then did I receive the level of service expected.
I’m leaving this review to bring attention to the lack of professionalism and transparency in how customers are treated. I hope management addresses this pattern and ensures that staff uphold better standards — especially when customers are simply trying to follow policy and resolve legitimate issues.
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November 2025 by AJ Jafar
I would like to commend Josh D. at the Apple Store in Willowbrook Mall for providing exemplary service during my recent visit. His expertise, attention to detail, and professionalism made for a remarkable customer experience. Thank you, Josh, for your outstanding dedication.
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November 2025 by Greg Suter
Help very dismissive !
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October 2025 by Ece Adak
When I told the girl working here that I wanted to exchange my phone, she said okay and that I had to pay the entire amount first. After your phone is backed up, she said she would make the exchange and transfer the necessary money back to your card. We trusted her and said okay, but we made a big mistake.
Because they made up some nonsense like we can't get our phone back after the transfer process is completed. You didn't say that at first, but when we asked why your ideas changed, they were not helpful at all. When we said okay, we want a refund, they said we are very close to closing, we can't do it and they made us suffer.
They were indifferent and tried to push me away. Their attitude was uncaring and they were trying to push me away. Employees like this are not suitable for a brand like Apple. They are damaging the brand's reputation. I definitely saw one employee's name on a Manny badge, but the other girl didn't have a badge on her lapel. I couldn't see her name.
I think it would be a big mistake not to choose the Apple store here for shopping.
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October 2025 by E Hough
New 26 is impossible for seniors Phone shut down and lost data Do not plug in to pc to save iPhone. Now I lost google notes moving to phone Can’t get on recently deleted. What a shame Apple. You AI doesn’t help at all
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October 2025 by jean rivera
went to the store to complete a trade-in and spoke with several employees, but one in particular, Sherah, was very dismissive. I had found my lost phone and simply wanted to trade it in after confirming with my carrier that it was cleared. However, the device was still showing as “non-tradeable” in their system.
When I asked what the next step would be, I was largely ignored. It was disappointing, especially since I’ve purchased all my phones from this location for the past five years. It seems that unless you’re making a new purchase, the staff doesn’t give you much attention.
This was very poor customer service. I will be filing a formal complaint, including a letter to Apple, because employees with that kind of attitude should not be dealing with customers. Even my carrier, who was on the phone during the interaction, could hear the conversation and noted how polite I was throughout. Unfortunately, it seems that “money talks” here — and that’s not how customer service should work.
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October 2025 by Shan-D Dillion
I made a pick up purchase over the phone, my order was confirmed payment was also taken however after waiting 3 hours until the pick up time they cancelled my order. No one notified me, I had to kept calling in addition whoever I spoke with over the phone seemingly took my card information. I speculated this because right after the purchase unrecognized charges started popping up on my account from NJ. She was the only one I used my card with from NJ so yes it has been disastrous with no resolution
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October 2025 by chefchris21
Bought my iphone from them with everything screen protector the works. They said the screen protector was on a warranty and if it every breaks they would replace no questions ask; THAT WAS A LIE, they wont change them or replace them in store. STRAIGHT UP LIE TO GET A SALE!!!!
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September 2025 by DeJuan Brookins
Amazing customer service
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September 2025 by Will C
Always the best experience with the peeps from Apple. I was there for the release of the IPhone 17 Pro Max! I was in and out in a flash!
