Apple Hillsdale - San Mateo, California

Judy M. C.

October 12, Saturday, I came in to purchase a new phone. We waited for around 5-10 minimum because we didn’t have reservations. The store was quite crowded during the weekend.

After my sale associate found me (I think his name is Barry, I don’t remember his name), he walked me through every step I would have to do because my situation was a bit complicated. I bought a new iPhone 15 and wanted to trade in an iPhone X for some credits. The problem was that phone belonged to my little sister, and in order to take her phone, I passed my current iPhone 12 to her. And, we all wanted our data on the phone, so it was gonna be really time consuming for us to transfer data from one phone to another, and we had to do that step twice. But, Barry was really delightful and patient. He aided us and guided us in every step to make sure we didn’t accidentally delete any data during the process.

We spent 3 hours at the store, but he was really helpful the whole time. Thank you!

Andrew B.

Wow, special thank you to David in service advising. My iPhone was having issues charging and he fixed everything. I was helped right away and he went above and beyond. Thank you to David and everyone here! A great Xmas fix just in time for the holidays - thank you!

Mita K.

My husband was having issues with his Iphone screen all day. We decided to go to the Hillsdale Mall Apple Store. We were greeted right away and offered help, but when the person assisting us looked at the iPhone the issue magically disappeared, which was awesome. Highly recommend coming here for great service and awesome store ambience.

Jacqueline S.

I scheduled a repair appointment for my iPhone and arrived on time, only to find out the necessary part was out of stock. Despite selecting a store online that I assumed had the part, I had to spend 30 minutes at the store, then travel to another location. This process wasted three hours total. It would be great if the appointment system could check part availability before allowing customers to book. Overall, the technology seems underutilized, leading to a frustrating experience.

Atharav H.

I recently purchased an iPhone 16 Pro Max from the Hillsdale store, and my experience was extremely disappointing and irresponsible. Despite explicit and clear instruction requesting a fully unlocked and unrestricted device, I received a business-restricted phone tied to my employer. I found this after traveling overseas, that this precious Christmas gift for my nephew is useless for personal use as it required employee login.
The sales team failed to meet my clear requirements, above all the subsequent attempts to resolve the issue were met with inefficiency and a lack of urgency. The store's inability to provide a correct device and their failure to rectify the situation in a timely manner have caused significant inconvenience and wasted time.
As a customer, it is reasonable to expect that a reputable retailer like Apple would ensure that their products meet the customer's specifications, if not, appropriate efforts, timely response should have been made. Unfortunately, my experience at the Hillsdale store fell short of these expectations. After multiple interactions with my employer's IT support desk, I was finally able to resolve the issue after a month. There is an essence on why customers prefer "Brand-New" devices, especially if there are going to be someones Christmas present.
I am currently coordinating with the hills dale store and Apple Support on what can be done next.
I will revise this review if the store takes concrete steps to address my concerns and provide a satisfactory resolution.

DD C.

This place wants to upsell u like crazy, and “geniuses” wants to treat u like an idiot. Specifically talking about Yousif.

Had MacBook issues, that needed logic board replaced $800. OK

Asking why and how it may happen, got me comical responses.

1. Downloaded wrong files
2. Plugged wrong items that drew too much voltage
3. Backed up corrupted phone

“Genius” literally confirmed that downloading the wrong files bricked and damaged the laptop.

Apple makes great products, but should avoid this place.

Laxman M.

These idiots sell me a defective AirPods and refuse to replace it saying the period for replacement ended. How can identify that it’s a manufacturer issue and still refuse to do the replacement.

Complete trash this companies has become along with the customer support.

Brian M.

*SPECIAL SHOUTOUT TO EMPLOYEES: JASON AND RYAN*

I just wanted to say how my most recent experience at Apple Hillsdale was the most pleasant I have experienced at an Apple Store in a while. I recently switched to a new iphone and came in for help to straighten out an issue I had with the transferring over of my contacts/most recent imessages. Upon entry into the store, I was kindly and respectfully greeted by Jason who was free and able to facilitate a customer request. He heard my problem out and readily provided me with instructions on how to navigate the issue I was having with transferring over data from my iphone 12 pro max to my new iphone 16 pro. Not just that, but I also figured I needed a screen protector for my phone and Jason was able to explain to me that I could have a screen protector with a lifetime warranty after purchasing and registering the Belkin branded case I acquired. Ryan, a nearby associate, also provided me with some useful information as to how the warranty worked and what else I could do to resolve my issue in the future with the Apple Hillsdale store.

This was an exemplary display of teamwork, respect, and I will come back again soon because of Jason and Ryan's willingness to meet me where I was at with my issue, as well as provide me with thoughtful information I could use myself as the customer. A+++ SERVICE AT THIS LOCATION.