Complaints

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

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Canada Inc

  5000 Highway 7 E Markham, ON L3R 4M9

• 

  Apple Inc.

  401 Evergreen Way South Windsor, CT 06074-6963

• 

  Apple Computer

  500 Westfarms Mall Spc C207 Farmington, CT 06032-2615

• 

  Apple Inc.

  Ottawa, ON K1N 9J7

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:06/27/2025

  Type:Billing 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 June 23rd I accidentally hit on an app and bought it I asked For a refund they said I wasnt eligible but it was cancelled and I wouldnt be charged again! It was a charge for 6.56 ok so oh well whatever!Then The 26th I had another charge for $8.74 and $7.65 I contacted them they said my subscription for Storage was added to the 6.56 and it totals $2.18 so them together is $8.74 the problem Is the 23rd they already charged me the $6.56 I even sent then screenshots of all charges that came out of my bank account they said the $7.65 was for that app Again I supposedly resubscribed and the amount changed by .99 more so that was Three charged for the same app from The 23rd? They are trying to convince me its only one charge too which is plainly showing On my account its not by time I hung up they were saying they didnt even see a charge for $8.74

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23526224
  
  
  
  
  
  
  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. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.
  
  
  I. SUBSCRIPTIONS
  The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis (Paid Subscriptions). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit ***************************************************. You will be notified if the price of a Paid Subscription increases and, if required, your consent will be required to continue. You will be charged no more than twenty-four (24) hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period, as displayed on your receipt. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least twenty-four (24) hours before the free trial ends.
  
  
  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 Paid Subscriptions were purchased and authenticated via entry of the customers ********************** Account password, Touch ID or Face ID, and renewed in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.
  
  
  The customer may review ********************** Support articles If you want to cancel a subscription from Apple, available at *******************************************************, and Request a refund for apps or content that you bought from Apple, available at *******************************************************.
  
  
  Apple also recommends the customer review ********************** Support articles How apps, content, and subscriptions from Apple are billed, available at *******************************************************, and View your purchase history for the App Store and other Apple media services, available at *******************************************************.
  
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

• Initial Complaint

  Date:06/26/2025

  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.

  I paid $189.43 for a new pair of Gen1 ipods. I have barely used them in the last two years. I charged them up for use in a new job location and the right side ear bud sounds like bacon cooking. I called Apple support after seeing a free fix. I went thru the device with 'an expert' to no avail. He told me to make an appointment at one of my local Apple store with really NO further info. I spent a great deal of time going thru the cleaning process, as well as a factory reset. The device still doesn't function. I then called back the support team and was told in (so many words) that I would have probably driven the 16 miles to the nearest Apple support store for nothing other than to purchase a new device for ~$200. This isn't satisfactory to me because the brand new device I purchased is very, very gently used. They did not offer a replacement, a discount for the defective device. They offered NOTHING but charging me full price for a new device. I have an Iphone, I have an Apple watch, and I had barely used Ipods with an obvious issue now. I want my money's worth for a defective product, or a discount to the updated version that is functional. My Airpods were not used often, clean and functional, not abused in any way. It's BS that I have to purchase a new pair when the defective ones were ALL I required.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23524983
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The following Apple One (1) ************ Warranty Accessory excerpt(s) may be viewed at **********************************************************************************************:
  
  
  Your Apple-branded or Beats-branded hardware product (Product) is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase (Warranty Period) when used in accordance with Apples user manuals (refer to ****************************************************************************). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party. If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or previously used Apple genuine parts that have been tested and passed Apple functional requirements, (2) exchange the Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements), or (3) refund the original purchase price. This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship and, damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship.
  
  
  Apple records confirm the customers AirPods Pro was purchased in May 2022, and it was covered by the Apple One (1) ************ Warranty Accessory through May 2023. The customers ******* Pro is approximately twenty-six months outside of the Warranty Period. As such, Apple declines the customers request for a covered repair, replacement, or refund, and invites the customer to contact ********************** to determine whether the AirPods Pro requires out-of-warranty service.
  
  
  AirPods service information and pricing is available at *****************************************************************.
  
  
  Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at *******************************************************.
  
  
  Apples support site is available at ******************************************, and Apple Support telephone numbers can be found in Apple Support article Contact Apple for support and service, available at ******************************************/en-us/HT201232.
  
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

• Initial Complaint

  Date:06/26/2025

  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.

  On Sunday June 22, 2025 I attended an appointment at the Apple Store on ************ in ********. The night before I discovered a crack on the top left-hand corner of my Apple iPad Air M3 device. When I attended the appointment by the representative that attended me and the manager on duty had inspected the device and determined that it was a crack. To device sent off to be ************** I want to pick up the device. I need to be told that it was not a crack but a scratch. Im reluctant to accept the device back as I believe the store employees were corrected and it is indeed a crack and not a scratch. The refraction of light from the damage is consistent with a crack rather than a scratch. Additionally, it is a folio style case it has been since purchase. Ive never dropped it. Ive never scratched it and I believe that the damage is due to a defect with the device. Ive left the device at the ********************** as I am unhappy with the result and believe that the screen should be replaced or the device replaced.

  Business Response

  Date: 07/02/2025

  July 2, 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 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 Inc.

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising 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 downloaded an app that didnt work for what I needed it for on 6/20/25 and started a free trial. I have had a lot going on in my household and had to leave and totally forgot I had the app and was surprised when by a ****** charge to my bank. My bank was surprised to and thought it was fraudulent. I had no idea and canceled my debit card. Turns out the charge was for the app. Polycam 3d scanner which appears to be more geared to business owners which I am not. I requested refund and Apple denied. I appealed and they denied again. I talked to support and they said there was nothing I could do after a *** told me to let the charge go through and then request refund and it would probably be refunded. Im am very upset with the policy of not being able to return something. All other products, you name it, can be returned. I need the $****** to pay for groceries.

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23524464
  
  
  
  
  
  
  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. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.
  
  
  I. SUBSCRIPTIONS
  The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis (Paid Subscriptions). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit ***************************************************. You will be notified if the price of a Paid Subscription increases and, if required, your consent will be required to continue. You will be charged no more than twenty-four (24) hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period, as displayed on your receipt. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least twenty-four (24) hours before the free trial ends.
  
  
  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 Paid Subscription was purchased and authenticated via entry of the customers ********************** Account password, Touch ID or Face ID, and renewed in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.
  
  
  The customer may review ********************** Support articles If you want to cancel a subscription from Apple, available at *******************************************************, and Request a refund for apps or content that you bought from Apple, available at *******************************************************.
  
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer Answer

  Date: 07/09/2025

   
  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:06/26/2025

  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.

  Request For Replacement Under Apple Warranty due to Manufacturing Defect I am writing to escalate an issue I have encountered with my iPhone 16 Pro Max. I purchased this device on May 27th, 2025 around 7:43pm and immediately noticed a cosmetic imperfection. Despite treating the phone with great care and using a protective case and screen protector from day one, the defect was present right out of the box. I attempted to resolve the issue with the Apple Store, where I was told that I could not return or exchange the device due to the fact that it was outside the 14-day return window. Mind you, I have not even had it for a month. I was also informed by the manager who with all due respect seemed to lack product knowledge and was totally dismissive. I am requesting an even exchange and get the pristine condition phone that I expected when purchasing. I felt totally gaslight. I left feeling totally dismissed, blamed and upset. I am a loyal customer. I take really good care of my ********************** products. Ive never had this issue before. Ive never broken a phone. I never dropped this phone. The location of the imperfection and the nature of it is clearly obvious that it was not my doing, and it is a factory issue. I have looked up this issue online and found plenty of other people who have experienced the same thing specifically with the lighter colored iPhone 16 Pro Max phones. if this is the case, and the white titanium is not available, I will do the exchange for the black titanium. I was then directed to Apple Support, where they had first promised me a brand new phone as a replacement for the defected one and told me to get AppleCare in order to proceed, I paid $300 after taxes for AppleCare just to be told that the replacement phone that mind you, required a $2,000 hold; told me that the replacement may not even be brand new. Please feel free to view the documents provided. Receipt, ************ Iphone 16 Pro *** ***** Titanium 256GB Serial Number: **********

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23523663
  
  
  
  
  
  
  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.

• Initial Complaint

  Date:06/26/2025

  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.

  I have been locked out of an Apple account without reason or explanation.This is an Apple account that I paid $0.99 per month for 50GB of cloud storage.The email address linked to this Apple account is *******[email protected] contacted Apple Support and visited the link **********************************, following the instructions to confirm my email and phone number. A day later, I received an email from Apple stating: "Weve reviewed your request, and access to your account ************************** has been denied."I am truly disappointed and dont understand what has happened. I called Apple Support, explained the situation to two customer service agents, who gave me a totally unclear and uncooperative response, only reiterating that my Apple ID is permanently deactivated, refusing to explain, and that nothing will be done. All the photos and other files I paid to back up on ****** are now inaccessible to me. I paid Apple to store my data, believing that iCloud was safe.If the Apple Corporation did not want me to continue using their iCloud service (for what reason I have no idea) then I would have expected to be given prior notice, giving me the opportunity to save and back up those of my files that had not been backed up elsewhere, before being arbitrarily denied access to what I entrusted to Apple.I should add that when I began using this service, I was given no warning that Apple believes it has the right to pull this trick on me.

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23522264
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The customer may request reactivation of their Apple Account at *************************************************.
  
  
  The customer may review the iCloud Terms of Service at **************************************************************************************.
  
  
  Apple recommends the customer carefully review ********************** Support articles If your Apple Account is locked, not active, or disabled, available at *******************************************************, If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

• Initial Complaint

  Date:06/26/2025

  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 ID/account has been locked and they refuse to help me get it back. I reached out to the support team and the case was escalated as they assured me their hands were tied. The management made a call back case and told me the account was permanently locked and there is nothing that can be done. So they told me make a new one however I cannot since the email is still in use on their ********* boss had recently given me an IPhone for work purposes, so I really need to get my account back to perform my required tasks at work.

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23519801
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The customer may request reactivation of their Apple Account at *************************************************.
  
  
  The customer may review the iCloud Terms of Service at **************************************************************************************.
  
  
  Apple recommends the customer carefully review ********************** Support articles If your Apple Account is locked, not active, or disabled, available at *******************************************************, If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

• Initial Complaint

  Date:06/26/2025

  Type:Delivery 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.

  Recently placed a time sensitive order for a very expensive Macbook Pro that said it would be delivered next day, via free express shipping. The shipping time was the deciding factor in the purchase and when I woke up the day it should have been delivered the expected delivery date shifted back 4 days. Not only this, but the step within the shipping process had changed to a state where I can no longer cancel the order, before I was notified of the shipping change. At this point they are holding my over $4000 USD hostage so I can't even go purchase a new computer locally before this one arrives and I return it. This feels like false advertising and a way to try to strong-arm people into keeping computers after Apple changes the terms of the perceived deal. The website still claims next day shipping on the same computer. The nearest Apple store to me, about 200 miles away, has them in stock and could have easily shipped one overnight. The cutoff for next day shipping was 5pm and I placed my order before 2pm.I also spoke to customer service. They were smug and dismissive, and wanted to talk about fine print. There was no escalation to getting either a refund or delivery in a timely manner. Now I'm stuck with no real recourse and they know it.

  Business Response

  Date: 06/30/2025

  June 30, 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.
  
  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:06/26/2025

  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.

  I am seeking to collect my money as Apple did not provide additional abilities to be able to cancel a yearly *************** ********* would show that I did not use the subscription from that evening and still canceling. The service should be easy as it is one day into a 365 day *************** additional reminder came to cancel this very expensive service.I would like my $70 refunded

  Business Response

  Date: 07/16/2025

   July 16, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23521398
  
  
  
  
  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. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.
  
  
  I. SUBSCRIPTIONS
  The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis (Paid Subscriptions). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit ***************************************************. You will be notified if the price of a Paid Subscription increases and, if required, your consent will be required to continue. You will be charged no more than twenty-four (24) hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period, as displayed on your receipt. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least twenty-four (24) hours before the free trial ends.
  
  
  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 customer utilized the apps introductory free trial offer on June 15, 2025. The customer subsequently initiated a Paid Subscription to the app, which was purchased at the price shown to the customer at the time the customer authenticated the purchase via entry of the customers ********************** Account password, Touch ID, or Face ID, and renewed in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.
  
  
  The customer may review ********************** Support articles If you want to cancel a subscription from Apple, available at *******************************************************, and Request a refund for apps or content that you bought from Apple, available at *******************************************************.
  
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23521398
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:06/26/2025

  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.

  Im locked out of my Apple ID and already submitted my secure email and phone number. I need this phone for work and have no other device. I have proven ownership, and the system still tells me to wait days. This is unacceptable. I am requesting that my case be escalated to Apple Account Security and reviewed immediately due to financial hardship. I can provide ID, purchase receipt, and verification.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 23520611
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The customers ********************** Account is secured by two-factor authentication. Two-factor authentication is an extra layer of security for Apple Account, designed to ensure the Apple Account holder is the only person who can access the Apple Account, even if someone else knows the password. When the customer signs into their ********************** Account for the first time on a new device or on the web, they need both the password and the six-digit verification code thats automatically displayed on their trusted devices.
  
  
  If the customer is unable to sign in or reset their Apple Account password, they may request account recovery to regain access, or use a recovery key if they previously generated one. Although Apple Support can answer questions about the account recovery process, we cannot verify the customers identity or expedite the process.
  
  
  Apple recommends the customer carefully review ********************** Support articles Two-factor authentication for Apple Account, available at *******************************************************, Set up a recovery key for your Apple Account, available at *******************************************************, and How to use account recovery when you cant reset your Apple Account password, available at *******************************************************.
  
  
  At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple Account. Details regarding privacy at Apple are available at **********************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.