Apple Willowbrook

Reviews

• NC

  neel chokshi

  Nov 15, 2025
  1.0
  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
• KF

  KS FJ

  Nov 12, 2025
  1.0
  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.
• VF

  Vu-An Foster

  Nov 11, 2025
  1.0
  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.
• AJ

  AJ Jafar

  Nov 8, 2025
  5.0
  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.
• EA

  Ece Adak

  Oct 30, 2025
  1.0
  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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