Business Profile

Home Electronics

Apple Inc.

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Complaints

This profile includes complaints for Apple Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

9,559 total complaints in the last 3 years.
3,485 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/07/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Apple Inc. concerning an undelivered MacBook Pro (Order #W1403361726), placed on April ****** 1ZA828Y91364913907 indicates the package was delivered on April 28 at 11:59 CA, signed by "JIANG." However, I did not receive the ********** the delivery time, I was at work, with attendance records and surveillance footage confirming my absence from home. My home security system, including a doorbell camera, shows no delivery attempt.Upon receiving the delivery notification, I immediately contacted Apple Support. They suggested waiting 24 hours due to potential *** system delays. After 24 hours, with no package received, I contacted Apple again and initiated an investigation. The case was closed within 3 hours without resolution.Apple then requested a police report. I promptly filed a report with the local police department and obtained an official PDF report with a case number within two days. Upon submitting the police report to Apple, I was informed that I needed to have the police locate the missing package, which is beyond their capabilities.([Reddit][1])An Apple representative advised me to dispute the charge with my bank and assured me that Apple would issue a refund. I requested escalation to a manager, leading to a second investigation with a promised resolution within ***** hours. Upon follow-up, I was informed the case was closed without a satisfactory *************** attendance records and surveillance footage confirm my absence from home during the delivery time.Home security footage shows no delivery attempt.Official police report documenting the incident.Recordings of phone conversations with Apple Support, wherein a representative advised me to dispute the charge with my bank and assured me of a refund.I have tried to resolve this issue directly with Apple, promptly providing all requested documentation. Despite this, the matter remains unresolved. I am seeking BBB's assistance in facilitating a satisfactory outcome
Business Response
Date: 05/08/2025
May 8, 2025

Better Business Bureau
***************************************************************************************
BBB Case ID: ********

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, ********************** has invited them to contact us directly.

Sincerely,

Apple Inc.
Customer Answer
Date: 05/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *****
Initial Complaint
Date:05/05/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made the wrong purchase on an online game and immediately requested a refund. Apple states that I cannot get the item refunded, which is illegal and unethical. Purchases on this platform are not final and Apple has no authority to state that I am not entitled to a refundd. I have refunded on this game in the past and there is no issue with refunding items.
Business Response
Date: 05/14/2025
May 14, 2025

Better Business Bureau
*****************************************************************************************

BBB Case #: 23288171

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

The following Apple ************** Terms and Conditions excerpt(s) may be viewed at *********************************************************************:

B. PAYMENTS, TAXES, AND REFUNDS
You can acquire Content on our Services for free or for a charge, either of which is referred to as a Transaction. Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of ********************** ******************************* or Apple ******************, then that entity is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple ******************************* or Apple ******************, as applicable, which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. On applicable Apple hardware, if you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: ***************************************************."

If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Contents availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. Terms related to store credit and gift cards/codes are available here: *********************************************************************/giftcards. For more details about how Transactions are billed, please visit **************************************************. All Transactions are final.

O. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
IN-APP PURCHASES
Apps may offer content, services or functionality for use within such Apps (In-App Purchases). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases separate from any authentication to obtain other Content by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen (15) minutes without re-authenticating unless you have asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: ***************************************************.

In order to acquire Apple ************** Content, the customer must click the button labeled Buy, Free, Subscribe, or a specific price. The customer is then prompted to authenticate the Transaction at the price specified on the following screen by entering the Apple Account password, or using Touch ID or Face ID.

********************** records confirm the Transactions were authenticated via entry of the customers ********************** Account password, Touch ID or Face ID in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.

********************** recommends the customer review ********************** Support article Request a refund for apps or content that you bought from Apple, available at *******************************************************.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Customer Answer
Date: 05/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:05/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. I have been trying to help my elderly mother with getting her iCloud account unlocked or re-activated. I went through the process on ********************************** but only to find the following message: """Were reviewing your request to access your account, this process could take a day. Apple Support cant help you shorten the review time.Well contact you at *********************** when the review is complete."""How is she going to get an e-mail when she cant even access her e-mails anymore? Ive tried contacting Apple support and nothing could be done. Not even at least changing the contact e-mail to the recovery e-mail on file which is ******************** I dont even know what happened. My mom just called me this morning sobbing that she somehow lost access to her e-mails and text messages. And now I cant even help with getting her ****** account unlocked. Why such a long wait time for the review process? I dont understand this.I just want to have her *********************** unlocked so she can be happy again and use her iPhone and iPad.
Customer Answer
Date: 05/05/2025
This complaint ******** can be closed now. The account is working now.

Sent from **** **** (*****************************************************************************************)
Initial Complaint
Date:04/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order W1347563248 on march 30 2025 for $524.32 Purchases an Apple Watch SE and returned with all accessories I am writing to formally express my deep disappointment and concern regarding my recent return of an Apple Watch SE. I initiated the return due to issues with my cellular provider, and I followed all provided instructions carefully. I packaged and returned the watch along with the band, exactly as it was originally shipped to **** have was then informed that my return inelegible, I had to call to figure out why and I was informed it was incomplete and that the watch band was not included. This accusation is extremely upsetting. I am an honest person and a loyal Apple customer. I have used ********************** products for years, and I have never experienced anything like this in the past. To now be told that the return is being rejected and that it was sent back to me without a refund is completely unacceptable. Ive rejected the package from *** and it was the sent back to me again today I take great care in handling all my devices and returns, and I am absolutely certain that both the watch and the band were returned together in the original packaging. This situation makes me feel like I am being unfairly accused, which is both offensive and disheartening.I respectfully request that this matter be reviewed and escalated to a senior representative. I would appreciate a thorough investigation, including a review of the return packaging and processing.I have always trusted Apple to provide not only great products but also fair and honest service. I truly hope this can be resolved quickly and respectfully.They have not responded to my emails and refuse to provide email confirmation of my multiple calls. I was told by a manager last week that I would get the refund and then now they are saying they have to review again
Business Response
Date: 05/13/2025
May 13, 2025

Better Business Bureau
***************************************************************************************
BBB Case ID: ********

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, ********************** has invited them to contact us directly.

Sincerely,

Apple Inc.
Customer Answer
Date: 05/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Marling **** *******
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Screen failure due to a known defect Apple unwilling to offer repair assistance despite issue being tied to Flexgate.On April 29, 2025, I contacted Apple customer service via the Messages app regarding a hardware issue with my 16-inch MacBook Pro (2019 model, purchased new in 2020). The screen began going black when opened past approximately 40, which matches the classic symptoms of a screen flex cable failure commonly referred to as Flexgate.Apple support identified it as a screen connector issue and scheduled an in store appointment at the *************************** Apple Store for 4:45 PM the same ****** the appointment, the technician confirmed that the entire screen would need to be replaced and quoted me $750 for the repair. This is nearly the current value of the laptop. For context, I originally paid approximately $2,584 for this MacBook Pro in March 15, 2020, and based on Apples reputation and price point, I reasonably expected a lifespan of 78 years under normal use.This laptop is my main work device, and the failure occurred while I was working, which significantly impacted my responsibilities. The device has been used only at home, primarily for general tasks and video editing, and is in excellent physical condition with no ********* the store, the Genius Bar technician told me he has seen this issue multiple times and noted that exceptions are often made for this kind of failure. I was advised to speak with a Senior Advisor to request a Customer Satisfaction exception, as this clearly seems to stem from a known design flaw in earlier MacBook Pro models. I followed up, but on April 30, 2025, I received a call back stating no assistance would be offered.This has been deeply disappointing. A high end MacBook should not experience such a significant hardware failure under gentle, professional use. Im simply asking Apple to stand behind their product quality and take accountability for what appears to be a repeat internal issue.
Business Response
Date: 05/01/2025
May 1, 2025

Better Business Bureau
***************************************************************************************
BBB Case ID: ********

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

We appreciate the customer providing ********************** feedback regarding their experience. Please be assured that Apple considers all of our customers' concerns to be important. In fact, many of Apple's product and policy changes have been made as a direct result of customer feedback.

Sincerely,

Apple Inc.
Initial Complaint
Date:04/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apple Itunes has disabled my ability to download or update any APPS on my phone leaving it useless and I am locked in a contract. I have tried for months to resolve this without resolution . This is my last attempt before suing them.
Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau
*****************************************************************************************

BBB Case #: 23266563

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

The following Apple ************** Terms and Conditions excerpt may be viewed at *********************************************************************:

G. TERMINATION AND SUSPENSION OF SERVICES
If you fail, or Apple suspects that you have failed, to comply with any of the provisions of this Agreement, Apple may, without notice to you: (i) terminate this Agreement and/or your Apple Account, and you will remain liable for all amounts due under your Apple Account up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.

Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights.

Apple disabled the customers ************** account in accordance with the Apple ************** Terms and Conditions, and declines the customers request to reenable the account.

********************** considers this matter closed.

Sincerely,

Apple Inc.
Customer Answer
Date: 05/07/2025

Complaint: 23266563

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:04/29/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Apple Cash is permanently suspended because when I entered my legal married name to verify my identity they said they couldnt verify! When I asked why I couldnt get a reason. This is an insult to a customer who has been with you from the beginning. I want my Apple Cash fixed this is an Apple error not mine
Business Response
Date: 05/02/2025
May 2, 2025

Better Business Bureau
****************************
******************

BBB Case #: 23265495

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

Apple Cash features or services are offered and operated by **************, and not Apple **********************

Please direct your inquiry to ************** at ************** or Apple ********************** P.O. *************************************

Apple considers this matter closed.

Sincerely,

Apple *********************.
Initial Complaint
Date:04/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 14, 2025 I purchases 3 Apple Cards at ******* for $500 each totaling $1500. When I got home to activate the cards they said it was redeemed. How could that be? What happened to my $1500? How can all that money vanish into thin air. I want a refund of the lost money or store credit and an explanation of what happened.
Business Response
Date: 05/02/2025
May 2, 2025

Better Business Bureau
*****************************************************************************************

BBB Case #: 23260948

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

The following Terms and Conditions for Apple Gift Cards and Codes, Apple Account Associated Balance, and Content Codes excerpts may be viewed at *******************************************************************************:

3. Restrictions on Use of Gift Cards
You can use Gift Cards in Apple Retail Stores, on the Apple online store, the Apple Store app, or by calling 1-800-MY-APPLE, and to purchase Content. Some items may not be available for purchase.

Once you link a physical or digital gift card or code to your Account, the balance becomes associated with your Associated Balance, and you will no longer be able to use the physical or digital card or code, including in Apple Retail Stores.

8. Risk of Loss
Neither Issuer nor Apple is responsible for any loss or damage resulting from any lost or stolen Gift Cards or content codes, or use without permission.

Apple gift cards can be used only to purchase products and services from Apple. Do not provide the numbers on the back of a gift card to someone you dont know well or havent met. Once those numbers are obtained by scammers, the funds on the card might be spent before youre able to contact law enforcement or Apple Support. Additional information regarding gift card scams is available at *******************************************************.

Apple records confirm Apple gift cards GCA3909406249251, GCA3909406247253, and GCA3909406253256, were purchased and activated on April 14, 2025. The cards were subsequently redeemed and the Associated Balance consumed. While Apple empathizes with the customers situation, we must refer them to local law enforcement regarding the reported fraudulent transaction(s), and recommend the customer report it to their local police department as well as the ************************ at *******************.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a brand-new iPhone 16 with a recessed button. I pay monthly for AppleCare insurance. I look up where to take my phone to fix the button and they said to bring it to Geek Squad. I brought it to Geek Squad and they told me itd take 2-4 days to get the part. It took one day. Great!Then, I bring my phone in. Geek Squad says itll be 2-3 hours to fix it. Fine. I get a call an hour in saying there was another issue with the phone and now they have to order a replacement phone and itd be ***** hours before I can get. That *****, but I have no **********, its been THREE DAYS Ive been without a phone. I was not prepared to drop my phone off for days. If I knew that, I wouldve turned off two-factor authentication and signed into ****** on another device.Its complete BS this is the process Apple requires for their PAYING CUSTOMERS. I have a infant and use my phone for her baby monitor. I pay her daycare with my phone. I needed my phone to contact family members DUE TO A DEATH IN MY FAMILY.This is unacceptable on Apples part and Geek Squad. I cannot believe this is the treatment a PAYING CUSTOMER receives.Its absolute trash and I will be reporting the to the BBB. I will also share my experience with others and as soon as I pay off this crappy device I will not be using Apple nor anymore of their products.Deeply disappointed.
Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau
*****************************************************************************************

BBB Case #: 23258150

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

Apple appreciates the customers patience while we worked towards resolving this matter.

The issue reported by the customer has been satisfactorily resolved.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Customer Answer
Date: 05/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:04/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**Business commitment:** Apple committed to providing a usable $1,898.99 gift card balance, either digitally or via a physical card.**Nature of dispute:** I purchased Apple gift cards totaling $1,898.99. I have been unable to use them to purchase anything online or in store. When I contacted the Apple Store, they directed me to contact Apples Digital Gift Card team. The Digital team directed me back to the Store. Neither side is willing to take responsibility, leaving me without access to my purchased funds. I escalated this issue by directly emailing Apple Executive Relations. Despite escalation, Apple has failed to respond or resolve the matter.**Attempts to resolve:** - Contacted Apple Store Support: no resolution. - Contacted Apple Digital Gift Card Support: no resolution. - Escalated to Executive Relations: no response.**Impact:** Apple has wrongfully withheld $1,898.99 of my money without providing a functional product or service. The lack of accountability, repeated redirection, and failure to address this serious issue is unacceptable.**Resolution requested:** Immediate refund to my mailing address of $1,898.99.
Business Response
Date: 05/02/2025
May 2, 2025

Better Business Bureau
************************
******************-3507
BBB Case ID: ********

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

The customer referenced above has been contacted by Apple to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.

Sincerely,

Apple ***

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