I went there today to buy a computer One lady at the door talked to me and wanted to help me. I told her my thought and she put my name (just my name no mobile phone)on her mobile phone (working) then pointed to a man in an apple uniform tshirt and said just went there and wait. I asked how long it would take?. She said won’t be long, only 2 ppl in front of you. Well, I went there directly and sat there plying with my phone. After 30mins, nobody came to talk to me. and 2 staff in that tshirt finished their services to different ppl and they went away directly without asking me did I need a help or what?! I talked to another lady, she checked in her mobile phone and told me that no appointment! I pointed to the lady who made that for me and said she did that for me. Then the new lady talked with her, came back to tell me that it’s expired. Coz they could not find me!? I was like : excuse me! She asked me to wait there. I saw a lot staff walking around with a mobile phone or iPad, but no one talked to me. Nobody even called my name or nobody approached me and asked me: are you xxxx? So I was guessing do they know my face? Apparently they did not. They just ignored! Well, another appointment, but 30mins. And 2 ppl in front of me. So slow service!!!!!!!

We are here for a problem in mic. But there system shows hardware is all good. So they said we cant do anything . Returned the phone to good guys if they agree. Seriously 😡😡

Absolutely loved everything about this store! Located on the third floor, next to Lego at Highpoint Shopping centre. I went here for a phone trade in. Took kids along with me. It took me almost three hours but not to worry, if you are at Apple Store, your kids can not get bored. Apple provides kids with IPads for the time you are in the store and getting your work done. Not only this, there is a big screen at the back, where after every half an hour there is a session related to either Apple Watch, iPhone or IPad. If your phone battery is running low, you can ask them, they will provide you with chargers. Excellent customer service! I was served by Irma and Rebecca. Both the girls were so nice and polite. Very friendly staff. I don’t know what others have experienced, but my experience with Apple Store has been amazing. Please note: I went on a Friday afternoon, store was busy but still they were accepting walk ins.

We came to highpoint to purchase an apple watch during COVID-19 so we understand the restrictions with letting a number of customers into the store. We came at 10am and was booked an appointment for 10:30am. Upon arriving, we were told to line up and our appointment was not found on the system and were told to line up in the different line. In that line, we were told we were in the wrong line and were told to yet again go into another line. This happened 4-5 times and at this point we were so frustrated with the service we were recieving. We spoke to Jason, the 'Senior Store Manager' who had absolutely no empathy for our situation and was so rude when speaking to us; blaming his staff for giving us the wrong information. If you were thinking of coming to this store for any purchases- don't bother.

High Customer Service.. No waiting time, had nice chat with Emma who helped me with my new iPhone 14 pro max! She explained everything and answered all My question.Thank you so much for your help😊

Great Apple Store, if you need to get your iPhone serviced, use this store, it’s almost the same price as the little retail stores within most smaller shopping centres but you’re getting piece of mind that the repair will be extremely thorough and professional. Can’t stress this enough. Apple cares about getting it right and will go above and beyond to look after your iPhone and aftercare service makes sure that if anything is not right after the repair they will fix it first free, where a small shop that may damage your iPhone will likely blame you and charge you for a second repair.

Staff is very friendly. They are always keen to help you, even though this store is always crowded with the customers but still staff try their best to accommodate everyone. They have up to date knowledge about all their devices or related to net work issues. If for any reason you need to approach their one of the managers, even they meet you very warmly, no attitude. Overall, we always had a really good experience here. And we will always be coming to this store to upgrade our devi.

I was helped out by a technician named Nan today. She was fantastic, helpful and so friendly. The service here is amazing so I’m not sure what the Fish analogies are about in the last review. The poster of that last review sounds like she’s a fish out of water.

Just walked in to try to get a new phone quickly. buy and leave concept to keep efficient and saving time .but always need to wait , really ?? did apple company think about that customer actually don’t need so much unwanted services? The company already big enough to keep giving the product information to customers ! So many staffs hanging around and couldn’t sale a phone to a customer within 5 minute ?

Apple Highpoint provides the signature Apple experience with a sleek store design and knowledgeable staff. The product range is extensive, showcasing the latest Apple devices and accessories. Customer service is generally excellent, offering assistance and technical support. However, the store can get busy, leading to longer wait times during peak hours. Overall, it's a top choice for Apple enthusiasts, combining a premium shopping environment with cutting-edge technology.

The booking was difficult. I had to see one person who sent me to another person who frankly wasn’t great, but figured I’d wait out to see how the rest went. Glad I did. So I’d had issues with my iPad, and the techie who helped me, Anthony, was incredible. He was so keen to fix the problems he was if nothing else anxious. Very very quickly he’d diagnosed the issue, identified that it was the iPad itself, so I go a brand new one, which a couple of hours later I’m using the write this review. I wanted to upgrade the keyboard I use as well, and he suddenly had an entire catalogue, and took time to explain which one. He totally upsold me on the really good one and using it now I’m not cross with him. Will definitely come back, I hope they know how well he represents their business.

Our issue was eventually sorted out, but one of the five different people to serve my wife and myself has to get off of their high horse. When buying Apple you pay more than you do for competitors products so you expect more. In general you get it. Suggesting to a customer that you are going to storm off because you don’t like what they are saying, and then being shocked when the customer agrees with you, only suggests that you are in the wrong job. Shame that this experience has blighted Apples copy book.

Great shop amazing staff and soo much to learn and do on Apple products.. great place to get any Apple products can book ahead or just walk in.. place has so much atmosphere and so many products to see and learn to do. Staff are very knowledgeable of the products and can diagnose any problems there and then I spoke to a well mannered young man Mal. He diagnosed the problem and fixed it then and there.. worth going to look.

I went to Apple high point store and got the worst customer experience.. sales people are just kids and don’t know exactly about the Apple products and to be precisely customer friendly

Apple in HighPoint is good and Well Maintained. The pricing could be reduced though.

Arrived at the store with a scorching hot iPhone 14 Pro Max. Spoke to the staff member at the front who was nice enough to organise an appointment with the Genius Bar so that they can have a look at the phone. The phone was very hot to the touch even when not used, lagging, battery percentage jumping all over the place (draining quickly, jumping up after restarting), the phone receiver stopped working and having to have to put the phone on speaker to be able to speak on the phone. This all happened the night before, and the phone is only 2 months old. We then were paired with a Genius Bar staff member who was extremely rude and seemed to be the “know everything” kind of person. She was very aggressive with her wording and when asked questions to her proposed “reasons” for the phone failing, she replied “I AM LOOKING AT IT NOW OKAY? I need to run tests” when she has clearly been told to run the tests. She insisted that the receiver was not a hardware issue but rather the carrier because the carrier I am with does not support 5G. When asked shouldn’t the iPhone 14 be compatible with 4G, she became aggressive once again and started insisting that it is the carrier, way before running the test on the actual speaker itself. After the extreme rudeness I asked to speak to somebody else to which she escalated the situation to the manager who came and began running the tests on the phone. The manager was nice at the beginning but then after running the tests, it was found that the receiver was found to be faulty. After cleaning it and running the test again, the receiver failed. We were then told of “our rights” under the consumer law by the manager, saying that since the phone was bought/purchased from a carrier, we must take it back to the carrier for issues like this. Being a law student and understanding consumer law, the manager was told that the manufacture and the supplier are equally liable. To which he began arguing that it isn’t a “major fault” as it does not hinder our ability from using the phone, although, we cannot make phone calls unless we are on speaker phone. He states that we are only entitled to a repair of the receiver. We requested a replacement as the issue is a major failure of the device to which he declined and stated that we are only entitled to a “repair”. The issues with the phone’s extreme heat were attributed to the way it is used or “background apps” even though it was constantly hot when not in use. We agreed to the repair and signed a data waiver form and were told to come back in an hour. Coming back, the phone was replaced due to other components found to be faulty on the repair phase. Repair team stated that upon closer inspection it had to be replaced as it was a better option. My issue is that, why does a consumer have to go through such stress to have their situation sorted? If I am not entitled to claim remedy from Apple directly, why was I offered a “repair” or why was the phone replaced? This shows that they are blatantly lying to consumers who are unaware of their legal rights. Please beware. I would give 0 stars if I could.

Told by Hermes at Collins St that they couldn’t help with a Hermes Apple watch Band and sent me to Apple. On arrival at Highpoint Apple Store they were super quick (was a genius bar booking). Tracey and her manager were really helpful. Despite saying that their arrangement is for Hermes to fix their watch bands (even if purchased at Apple), the Apple staff offered to provide a refund. Great service from Apple. Not so great from Hermes. (PS. The Hermes band fell off my wrist within six weeks of purchase).

Nan was absolutely lovely and so helpful. She not only goes out of her way to help me, but she does it with a smile on her face and makes me feel welcomed. We need more staff members like her! Good work.

It was great I was surprised I feel like I am in Sunday market or swap meet atmosphere ‘amazing’ thanks to Francois . he did a great job he taught me how to use my iPhone . he explained it to me like a piece of cake. He gave me confidence and I get it. By the way I’m 69 so thanks François I love my first iPhone.

Laura staff member not solve problem she said come again

I have to say I was nervous about going to a shopping centre in the current environment, however, Apple did a great job of managing where to have new customers wait, took customers temperatures, supplied santizor and face-mask. The lines moved quickly and we collected at the door by a staff member (Jay) already knowing why we were here. 5 stars for customer service Jay.

Called the Apple highpoint store on Friday, 22 May 2020. I was calling up inquiring about upgrading my iPhone 7 Plus to the iPhone 11. I spoke to a girl who was nice but she did inform me that there was more than a seven day wait for an appointment to buy a new iphone. I asked the girl if I can just book and make an appointment over the phone she said "no you have to go to the website to make a booking”. And then went to the Apple website and could not find anywhere to book an appointment. I then called the Highpoint store back and spoke Paul. Paul then said "you have to download the Apple Store app to make the appointment“. I then downloaded the Apple store app and could not find where to make an appointment on the app. I Then called Highpoint Apple Store back and also got Paul l. Again he said “no you can’t do it on the app I’ll put you through to Apple service number and they will be able to make that booking for you”. 30 Minutes waiting On the phone I was connected to Apple service team they said I cannot make an appointment through them and transferred me back to the Apple store at Highpoint. 20 Minutes waiting to get connected back to Highpoint To get Paul again I tell him the service people cannot make me a booking Paul told me to download Another apple app. Now 1 hour and 57 minutes later I hung up and downloaded that app witch Paul said to download. That did not work either. I then called highpoint again and got another girl. I asked her that I have been on the phone for almost 2 hours. I asked her all I wanted to do was come in a buy a phone. She said that I don’t have to make a booking just come in. SO FRUSTRATING Wasting 2 hours of my day. The next day I went in and bought a phone with little wait. Apple please inform your staff on correct procedures

I had an excellent shopping experience at Apple Highpoint. We arrived late Sunday morning and the shop was very busy. Fortunately we only had to wait a few minutes before Sheen arrived to assist us. I wanted to replace my 7 year old Apple iPad Air. Sheen walked us through the options and accessories and I settled on what I needed. Within a minute the items were brought to us and quickly paid for. We departed happy customers - thanks to Sheen her very friendly assistance.

Really disappointed with my mac, the problem being it's a mac. Wish that Apple sold Windows computers or something.

So far lots of waiting and who knows if they will even fix the phone

I went to apple store in Highpoint today with an appointment booked to replace my phone battery, after a 15 minute wait they said to me they are unable to do it and to come another day,so because of the useless costumer service I wasted 30 minutes drive to go and another 30 mins to go home.Just hopeless.

Very busy attended appointment and although I appreciate the technician doing the checks required he also knew I was late for a meeting and seemed to take his time. He was late to the appointment and was indecisive about rebooking my return appointment which was disappointing. Definitely not a bad experience but for the amount of staff on the floor expected a little better from apple

It is very difficult to make an appointment with them about my new computer having problems

I had one of the best shopping experiences yesterday. We were looked after by Daniel. He was so nice, patient and professional. He handled all our queries with such an expertise and made sure we are understanding as well. We had some issues placing an order and trade in online, he sorted out everything for us and resolved all our problems. Thank you Daniel for helping us yesterday.

Highly recommended apple store located in the North Melbourne. The staff is quite helpful and they make sure to get you all the right help and requirements regarding any query snd service. However its is advisable to there before 2 pm, in the weekends as the crowd is too large to be facilitated with the early closing time around 6.00 pm

Well that was frustrating. I’ve been to Apple stores all over the world and this was one of my least favorite experiences. I came here for a MacBook repair issue (under warranty) and it’s apparent that the Apple support personnel at this particular store aren’t trained to ask questions first, to make sure they truly understand the issue. Instead, they jump in head first and start explaining what they think needs to happen, without one single question. I’d recommend avoiding this store for repairs, or at the very least come in with low expectations.

Pathetic experience. This apple store is the worst one you can ever go to in Melbourne. Staff here is too rude and disrespectful. They would not care if you’re here for a problem on your device. Go to Chadstone or any other, but not to this one if you want to be heard.

When something goes wrong on the laptop they don’t really care

I booked an appointment with Genius Bar for battery replacement. Battery health stuck at 86% for years and drained within 5-6hours. They refused to replace the battery even though I have been paying apple care plus for many years. Have never get anything replaced before but the only time I need actual service they refuse to do so. Apple care is a scam and the service is getting increasingly worse. I just bought ip15 pro and regretted. Will not be future customer of apple.

Horrible. Drove for 2 hours to get there. The lady who attended our check in cancelled our appointment that had been made weeks earlier. Then they couldn’t do repairs because appointment was cancelled “not by us”. She was rude and mean. Horrible. First time we went a few years ago it was great. Now it’s not about service or people anymore it’s just churning through the masses to make money. Bring back the apple that was.

Super impressed with Apple today. I had an issue with the right AirPod pro buzzing. I took it in, met an Apple Genius and had it replaced in 10 minutes. No arguments over product fault or user fault, just a straight replacement with a new model. I couldn’t be happier. Thanks Apple

Customer service provides incorrect and inconsistent information on warranties. I got a screen protector fitted and I was told that if there were any bubbles or single large cracks I could bring it back under warranty. I took it in when it got a crack to be told that I need to order a replacement from Belkin which can take up to 6 weeks to arrive and then I need to bring it back in to be fitted.

This is specifically for the Senior Manager Dave and not the company as a whole. His service wasn’t just good, it was outstanding. The man went above and beyond to remedy our issue. It meant a lot in a time where finances are already a struggle. A++ Dave, you’re a good man.

Security was very rude, ask me do i have an appointment i said Yes he goes "are you sure" what? do you think i just like to line up for fun? Staff member at genius bar very rude!! Mate seriously if you dont like your job then go find another job simple as that, dont talk to me with that tone of voice and unmotivated to help! Or is it because im Asian and you cant be bothered during this Covid19 stuff. HERE WE COME SAMSUNG.....

Very beautifully fix! Thank you very much, very appreciated for your kind work! Very Fast and easy, live saving. It’s been 16 years everyday with Mac! I do not know how to use pc, ?could been talking things for granted, what a world would be like without your guys! You are the best!

Not a nice service experience there.

There were 20 staff members standing around in blue shirts but nobody could sell me a watch - instead they could put me on a list to wait 20 minutes. Just buy stuff online - way easier.

Such a stupid store. Staff are acting like they are very busy but doing nothing..really nothing. "LINFENG" is one of them. Such an arrogant and rude staff. He can't connect airpods to any devices. Such a waste of time. The chadstone store is much better.

Best customer service we didnt wait for long and the stuff were very friendly

Very awesome staff, I joined my friend to purchase his MacBook Pro 13inch. And we were served by ROB and he was absolutely amazing guy who explained all other available options and described each Model very well. Thanks Apple store for such a friendly staff like this!

Spent 30 mins here for a trade-in, instead of returning the trade in money, the staff took the amount from my card by mistake. But she didn’t realise until I found out myself after leaving the store. Then I went back, spent other 20min, waiting for them to fix the problem. Wonderful experience🙂

Recently sent my AirPods Pro that has issues with static noise every time it moves when I run. The warranty was slightly passed due but The tech genius was kind enough to replace it with a new set or earbuds! Apple fantastic customer service is second to none!

If you have Beats headphones and they are out of warranty - just save yourself a trip and find an alternative solution. Although the online help live chat will recommend you go to a “Genius” in the Apple Store, they have limited genius abilities and turn you away with the genius suggestion to buy a new pair. I think I’ll order the replacement batteries online and use YouTube to try and fix before I do that thanks. $30 for the battery and $20 for a soldering iron. And the challenge of fixing something a genius cannot.

Too crowded on most days

These guys are busy and you won't want to come in here with hardware issues if you're in a rush. Aside from the (to be expected) long wait times, this place does the job and provides great service. Today I was helped thoroughly and kindly by technician Luke from the Genius Bar. I am a happy Apple Customer. Thanks Luke!

My experience today has been far from the standard of service I have come to expect from Apple. I had initially brought my iPhone in for a repair, and I was relieved to have it fixed promptly. However, upon returning home and attempting to set up the device, I found my iPhone had been restored to factory settings, requiring a complete setup, including connecting to Wi-Fi. I got home after long drive back, that was not the end of my ordeal. As I began the setup process, I realized that my SIM card was missing. It was inexplicably removed during the repair, leaving me unable to complete the setup and rendering my phone practically unusable. This situation has left me in a state of extreme frustration and distress. I have a busy life and was counting on my iPhone to stay connected and manage my responsibilities, including picking up my children. Now, I find myself in a situation where I don't know how to proceed, and my ability to meet my commitments has been compromised. I would appreciate your urgent assistance in resolving this issue. It is crucial that my SIM card is returned and properly inserted into my iPhone, and that any necessary setup is performed promptly to restore my device to full functionality. I believe that as an Apple customer, I should not be left in a situation where my device is returned to me in an unusable state, and my time is wasted in resolving issues that should not have occurred in the first place.

Good

No good phone

Good service

Excellent service

Friendly and very informative when asking about/demonstrating products.

Had no appointment to buy something and was told to come back in a condescending way. I was given the wrong information about products i bought causing me to loose my black Friday gift voucher when i exchanged the product days later. I found they had very little knowledge about their products even after asking several other salespeople i still got the wrong product. Chadstone store knew their stuff and were much more helpful

Very nice. Fantastic products.

If you’ve stolen someone’s credit card and looking for a place to splurge without being caught. Apple Store Highpoint is the place for you. You as the thief will be protected, you can shop till you drop without consequences. The victim will just be told “we can appreciate it’s a stressful experience” while you treat yourself to the newest apple product. The useless, low life employees and managers will protect your thieving interests. Please be sure to pop in when you’ve stolen another credit card.

Fantastic customer service, service with a smile. Great knowledge of there product and service. Best prices, better warranty than the phone shops. Very happy customer

Good customer service

If I could give these guys 10 stars I would! the gentleman at the front helped me out and got me in straight away without an appointment as I had been trying to get in for weeks now due to COVID, After the experience I had with Centrecom Sunshine (who i highly do not recommend). These guys got me in and out within an hour of getting my screen replaced! This is the reason I am Apple customer!✌️ ? out of ?

What have been told in the phone and the response I received from the store was entirely different. At the end, my time has been wasted by visiting the store which would have been avoided if they have given the correct answer over the phone.

Busy

Always very helpful and friendly staff!!!

I feel that some staff didn’t know what they are talking about

Stuffed up

My experience was awesome!!!. I was only there to pick something up. They ask “ is there anything else we can help you with today” and I had plenty of questions about my laptop. They are very helpful and the queue system is very organised. They answered all my questions. Highpoint is recommendable the store is cleans and tidy.

Excellent customer service. I had a sweet and lovely lady, Mimi (short for Mithma if I'm spelling it correctly) who helped check what was wrong with my laptop. I had come in to see if I could repair it because the volume was not working. Instead of just telling me to fix it without knowing the issue, Mimi made sure to open the laptop and see what the source of the problem is. She was reasonable in telling me how much it might cost and other options besides repairing it. Her customer service all throughout was exceptional!! Definitely don't see such lovely customer service and employees all the time. Apple is lucky to have her. Wishing her all the best.

The service I received today from the Genius Bar was exceptional, as well as from the floor staff who guided me to my appointment. Everybody seems well-trained and genuinely interested. My problem was solved with a minimum of fuss and plenty of sympathy. Seemed to be the case all around the store.

I’m very happy with the customer service! There was very busy Sunday and I was late for my appointment, but they helped me anyway and I wasn’t even waiting more than 3 minutes. My technician named Mo thoroughly investigated my problem. He was very helpful, he explained everything to me in details. He said exactly which data I might lose, asked for backup ect. Very involved, did some testing, pixel test and hardware test as well. I have the impression that I was served very comprehensively and professionally. Thank you guys very much!

I went there to swap my phone. The staff was friendly and calm. He understood me thoroughly and said the process. I felt there was more staff than the customers😅 everyone was wearing batch. Apart from service, some free photography lessons were going on.

As a long time Apple user I have always treated the Apple Stores as a great place to seek advice and report issues. On this occasion the service provided by Charbel and Ben was outstanding. They provided a solution that more than made up for the issue I was having. Great job.

Experience in the store keeps getting better after every visit. We were attended by lovely team member Annalise. She was very helpful and professional in attending our queries. She made the trade in process so smooth. She was very knowledgeable. Thank you for the great experience

I had an amazing experience last Sat. One of the staff, Glory was so thorough, friendly and helpful. He really understood the issue and solved it. He made by day and my daughter's - Thanks for the great service - Catherine

Had to find a person to talk to but once we did they were great help. Very busy as you'd expect

I was amazed at the staff engagement and the ease at which it took to replace my battery. It was busy but no one was waiting to be attended to. Very friendly staff and the communication between staff all digital. Impressive. Makes you feel valued. Coming from another country and getting such service is fulfilling to experience.

Have always had good experiences at this store. There are some friendly helpful staff. Store does get very busy on weekends.

Had the battery on my iPhone 12 replaced out of warranty for $109. Staff all very friendly and helpful, only took 1.5 hrs to be replaced. Picked up the phone and all went well apparently no issues with the repair, phone looked & seemed okay. Got in the car and only noticed having exited the car park under direct sunlight that there is now a ton of dust/debris on the screen and in front of my front facing camera. This was never there before, the phone hadn’t been opened up until this repair. Called Apple support and all that can be offered is another appointment to “fix the issue”, Apple Store is a 1hr return trip plus petrol, and no offer of an on-site repair at my home or anything else to make it right. Bit disappointing… Update: 2nd Genius appointment booked to have this dust removed, and after 1 hour I was told they were going to just replace the front facing camera, but that it would take another 2 hours…ended up driving back again (for the 3rd time) the same evening rather than wait around. Finally back to normal. Probably not worth the hassle of having them replace the battery after all this…

So far lots of waiting and who knows if they will even fix the phone.

Disgusting customer service

Best place to check out latest apple gear. You can actually hold phones in your hand without bulky security tags attached and get to try on watches. Plenty of staff available to answer questions without any sales pressure. Would love to buy the product from the store but they are restricted on how far they will go to price match. Better pricing can usually be found elsewhere.

I dropped off my iPhone 11 Pro on 30/06/2020 was told it will be either fixed or replaced within 5-10 days and someone will call me. understand covid situation lock your post code down suddenly, but I still haven’t received any calls! No one can contact your store I tried apple care center hot line, they transfer me back and forth from 1 person to another for 50 minutes! They kept asking for a case ID which you didn’t give me when you took my iPhone! Where is my iPhone, if it can’t be fixed or replaced please give it back to me! Really really bad, impersonal service.

Gene is a wonderful, kindhearted and competent employee. My phone’s software crashed and i was unable to visit the store to get it fixed but Gene went out of her way to help me. She stayed on the phone with commendable patience for an entire hour. She was extremely helpful and fixed my problem within an hour and even offered to call back to check if my problem was fixed. I don’t live here and am not aware of the rest of the staff at this store but just based on my phone conversation with Gene, i will definitely be recommending this place to anyone who needs help and referring them to her specifically. I am a 100% satisfied with the help she gave me and in my opinion, she deserves a significant raise and progression in this company. I have never come across an employee with the amount of dedication, skill, experience and passion that Gene possesses. If Gene gets a chance to read this, thank you so much. You are lovely in every way. Thank you so much xx

Been there 4 times. The service is great. Can't wait to reopen the store again

Extremely disappointed with the customer service. The staff at the store front is very friendly and welcoming. However at the order pickup table, all the staff not even say hi to customer, just kept chatting even the line is building up. I visited today between 14.00-14.30