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 Store

  210 Andover St Unit W145 Peabody, MA 01960-1681

• 

  Apple Store

  1500 S Willow St Manchester, NH 03103-3220

• 

  Apple Canada Inc

  1800 Sheppard Ave E North York, ON M2J 5A7

• 

  Apple Canada Inc

  550 King St. Waterloo, ON N2L 5W6

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:10/21/2022

  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 Supporting Companies who have partnered with Apple through the App Store who are developing apps that are falsely advertised
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */
  October 26, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple appreciates the customer providing Apple feedback regarding our products. Please be assured Apple considers all of our customers' concerns to be important. We invite the customer to visit http://www.apple.com/feedback to submit feedback on Apple products and services.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:10/21/2022

  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.

  $37.09
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/25) */
  October 25, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes/:
  
  "B. USING OUR SERVICES
  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 Apple Distribution International Ltd., Apple Distribution International Ltd. 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 Distribution International Ltd., 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: https://support.apple.com/HT204030.
  
  Apple will charge your selected payment method for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.
  
  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 Content's 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: https://www.apple.com/legal/internet-services/itunes/giftcards/."
  
  "ACCOUNT
  PlUsing our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised."
  
  "SERVICES AND CONTENT USAGE RULES
  All Services:
  - It is your responsibility not to lose, destroy, or damage Content once downloaded. We encourage you to back up your Content regularly."
  
  "DOWNLOADS
  You may be able to redownload previously acquired Content ("Redownload") to your devices that are signed in with the same Apple ID ("Associated Devices"). You can see Content types available for Redownload in your Home Country at https://support.apple.com/HT204632. Content may not be available for Redownload if that Content is no longer offered on our Services."
  
  "G. ADDITIONAL TERMS FOR CONTENT ACQUIRED FROM THIRD PARTIES
  Some Content available in Apple Books, App Store, and Apple Podcasts (including Apple Podcasts Subscriptions) are acquired by you from the third-party provider of such Content (as displayed on the product page and/or during the acquisition process for the relevant Content), not Apple. In such case, Apple acts as an agent for the Content provider in providing the Content to you, and therefore Apple is not a party to the Transaction between you and the Content provider. However, if you are a customer of Apple Distribution International Ltd., Apple Distribution International Ltd. is the merchant of record for the Content you acquire, but such Content is licensed by the Content provider. The Content provider reserves the right to enforce the terms of use relating to such Content. The Content provider is solely responsible for such Content, any warranties to the extent that such warranties have not been disclaimed, and any claims that you or any other party may have relating to such Content."
  
  "K. MISCELLANEOUS TERMS APPLICABLE TO ALL SERVICES
  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 ID, and you will remain liable for all amounts due under your Apple ID 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 suggests our customers maintain a backup of all their acquired Content. For steps on making a backup, the customer may review Apple Support article "Back up and restore your iTunes library on your PC", available at https://support.apple.com/en-us/HT201625.
  
  Apple received a chargeback from the customer's financial institution. A chargeback indicates the financial account holder initiated a dispute with their financial institution for Transactions which may be considered fraudulent or unauthorized. As a result of the chargeback, the associated Transactions were refunded, and Apple disabled the customer's account and banned the customer's payment method as a preventative measure against the possibility of additional unauthorized activity.
  
  Chargebacks and other activities in non-compliance of the Apple Media Services Terms and Conditions may result in an Apple ID being permanently disabled.
  
  As described in the excerpts above, In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID.
  
  If the customer is concerned an unauthorized person might have access to their Apple ID, Apple recommends the customer carefully review Apple Support articles "If you think your Apple ID has been compromised", available at https://support.apple.com/en-us/HT204145, and "Security and your Apple ID", available at https://support.apple.com/en-us/HT201303.
  
  Apple recommends the customer review Apple Support article "Request a refund for apps or content that you bought from Apple", available at https://support.apple.com/en-us/HT204084.
  
  Apple recommends the customer review Apple Support article "How apps, content, and subscriptions from Apple are billed", available at https://support.apple.com/en-us/HT201359.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:10/21/2022

  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.

  Hi,
  
  I have installed an app from the app store. There was a free trial with the app that I used on 8/21/2022. A few days later, I noticed two charges of $69.99 and $119.99 on my debit card. (total of $189.98). I disputed both transactions from my bank. After 3 weeks, I received $69.99 reimbursement from my bank. However, I did not receive reimbursement for $119.99. For some reason, Apple rejected the dispute from my bank. Right now, my bank says that for a debit card, one transaction can ONLY be disputed ONE TIME. The $119.99 fund has not been transferred to my bank and Apple has the money. I have contacted Apple multiple times but they refused to reimbursement. I have not used the app for one minute after the free trial. It is mind-blowing that one App charged me $190 in one day and Apple just does not do anything about it.
  
  I would appreciate it if BBB can do anything to resolve this issue.
  
  Thanks,
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/11/10) */
  November 10, 2022
  
  
  
  Better Business Bureau
  *************************************************************
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
  
  "B. USING OUR SERVICES
  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 Apple Distribution International Ltd., Apple Distribution International Ltd. 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 Distribution International Ltd., 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: https://support.apple.com/HT204030.
  
  Apple will charge your selected payment method for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.
  
  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 Content's 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: https://www.apple.com/legal/internet-services/itunes/giftcards/. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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."
  
  "ACCOUNT
  Using our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised."
  
  "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 https://support.apple.com/HT202039. 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 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 24 hours before the free trial ends."
  
  Apple, based on the Apple Media Services Terms and Conditions, declines the customer's refund request.
  
  Apple recommends the customer review Apple Support articles "How to cancel a subscription from Apple", available at https://support.apple.com/en-us/HT202039, and "Request a refund for apps or content that you bought from Apple", available at https://support.apple.com/en-us/HT204084.
  
  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.
  
  
  Consumer Response /* (3000, 10, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apple did not respond to my complaint. Their response is obviously a template response. None of the points mentioned in my original complaint is not addressed here. This shows a complete incompetency of apple to provide the customer service needed.
  
  I ask Apple to read my complaint and provide a response and refund me for the $119 fee that I was charged.
  
  Thanks,
  
  
  Business Response /* (4000, 12, 2022/11/30) */
  November 30, 2022
  
  
  
  Better Business Bureau
  *************************************************************
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's November 10, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:10/21/2022

  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 case id: ************
  10.20.222
  6:10pm
  
  I made a repair appointment online at the Houston Memorial City location, October 20, 2022. My computer is big and heavy and I am unable to carry it across the mall to get to the Apple store. I thought it would be feasible to contact the store to inquire about assistance getting my item carried in, either by cart or back door entrance with an employee assistance. The number listed is a general number for all stores and there was no way to contact the store directly so I had to go through a lengthy process with several disconnections in order to reach the actual store for assistance. Once I got a hold of the store representative, she got permission and gave me instructions on how to reach the store loading dock and an employee could assist me with carrying it inside. Once I got there, I called as instructed and they refused to help me and told me I needed to carry it in the best way I could. The rep who I spoke to hours ahead of time was unable to verify speaking with me. I was appalled that this happened for many reasons. They didn't care that I may not be able to lift heavy items. The representative laughed as I explained that I was not able to. Perhaps she doesn't realize that there are individuals with disabilities. I then asked about another location that could possible be able to come out and assist and she was no help with suggestions. I then drove to the next location 30 minutes away and they were not able to accept me without an appointment. I am highly disappointed in the experience as I have been a loyal customer with apple. I am certain that I will need to upgrade my computer but I refuse to spend thousands more with a company that does not honor and respect all people. This experience does not make me feel good as a person let alone a customer.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/07) */
  November 7, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office has been in contact with the customer, and we anticipate reaching a satisfactory resolution regarding their concerns. While this may not happen in all instances, should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:10/21/2022

  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.

  I contact Apple tech support ************** multiple times with many case numbers the latest case #*********** from last Monday regarding a reoccurring software problem Apple ID password required on opening up (before entering my pin)my******* (i clear my sliding to the left)or after entering pin to access screen Apple ID password required on the screen which I either cancel or enter to clear this popup. This has be reoccurring intermediately & tired of its with no results I requested many times advisors which going through every possibility but none to give the correct complete answer to rid this nuisance popup.my apple id is my email ********************* but the popup requires a password which this APPLE ID should never come up when turning on my phone or after putting in pin to pull up screen, only when buying from ITUNES or loading from the Apple App store which requires this PLS follow ups thank you
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/01) */
  November 1, 2022
  
  
  
  **********************
  ****************************************
  
  *** Case #: *******
  
  
  
  Dear **********************:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at ****************************************************************************
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Infinite Loop, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded iPhone, iPad, iPod or Apple TV hardware product and the Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  The following APPLE iOS AND iPadOS SOFTWARE LICENSE AGREEMENT excerpt(s) may be viewed at ********************************************************
  
  "7. Disclaimer of Warranties
  
  7.2 YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT, TO THE EXTENT PERMITTED BY APPLICABLE LAW, USE OF THE APPLE SOFTWARE AND ANY SERVICES PERFORMED BY OR ACCESSED THROUGH THE APPLE SOFTWARE IS AT YOUR SOLE RISK AND THAT THE ENTIRE RISK AS TO SATISFACTORY QUALITY, PERFORMANCE, ACCURACY AND EFFORT IS WITH YOU.
  
  7.3 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE APPLE SOFTWARE AND SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE", WITH ALL FAULTS AND WITHOUT WARRANTY OF ANY KIND, AND APPLE AND APPLE'S LICENSORS (COLLECTIVELY REFERRED TO AS "APPLE" FOR THE PURPOSES OF SECTIONS 7 AND 8) HEREBY DISCLAIM ALL WARRANTIES AND CONDITIONS WITH RESPECT TO THE APPLE SOFTWARE AND SERVICES, EITHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES AND/OR CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON-INFRINGEMENT OF THIRD PARTY RIGHTS.
  
  7.4 APPLE DOES NOT WARRANT AGAINST INTERFERENCE WITH YOUR ENJOYMENT OF THE APPLE SOFTWARE AND SERVICES, THAT THE FUNCTIONS CONTAINED IN, OR SERVICES PERFORMED OR PROVIDED BY, THE APPLE SOFTWARE WILL MEET YOUR REQUIREMENTS, THAT THE OPERATION OF THE APPLE SOFTWARE AND SERVICES WILL BE UNINTERRUPTED OR ERROR- FREE, THAT ANY SERVICES WILL CONTINUE TO BE MADE AVAILABLE, THAT DEFECTS IN THE APPLE SOFTWARE OR SERVICES WILL BE CORRECTED, OR THAT THE APPLE SOFTWARE WILL BE COMPATIBLE OR WORK WITH ANY THIRD PARTY SOFTWARE, APPLICATIONS OR THIRD PARTY SERVICES. INSTALLATION OF THIS APPLE SOFTWARE MAY AFFECT THE AVAILABILITY AND USABILITY OF THIRD PARTY SOFTWARE, APPLICATIONS OR THIRD PARTY SERVICES, AS WELL AS APPLE PRODUCTS AND SERVICES."
  
  "7.6 NO ORAL OR WRITTEN INFORMATION OR ADVICE GIVEN BY APPLE OR AN APPLE AUTHORIZED REPRESENTATIVE SHALL CREATE A WARRANTY. SHOULD THE APPLE SOFTWARE OR SERVICES PROVE DEFECTIVE, YOU ASSUME THE ENTIRE COST OF ALL NECESSARY SERVICING, REPAIR OR CORRECTION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON APPLICABLE STATUTORY RIGHTS OF A CONSUMER, SO THE ABOVE EXCLUSION AND LIMITATIONS MAY NOT APPLY TO YOU.
  
  8. Limitation of Liability. TO THE EXTENT NOT PROHIBITED BY APPLICABLE LAW, IN NO EVENT SHALL APPLE, ITS AFFILIATES, AGENTS OR PRINCIPALS BE LIABLE FOR PERSONAL INJURY, OR ANY INCIDENTAL, SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, CORRUPTION OR LOSS OF DATA, FAILURE TO TRANSMIT OR RECEIVE ANY DATA (INCLUDING WITHOUT LIMITATION COURSE INSTRUCTIONS, ASSIGNMENTS AND MATERIALS), BUSINESS INTERRUPTION OR ANY OTHER COMMERCIAL DAMAGES OR LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OR INABILITY TO USE THE APPLE SOFTWARE AND SERVICES OR ANY THIRD PARTY SOFTWARE, APPLICATIONS OR SERVICES IN CONJUNCTION WITH THE APPLE SOFTWARE OR SERVICES, HOWEVER CAUSED, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT OR OTHERWISE) AND EVEN IF APPLE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR PERSONAL INJURY, OR OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS LIMITATION MAY NOT APPLY TO YOU. In no event shall Apple's total liability to you for all damages (other than as may be required by applicable law in cases involving personal injury) exceed the amount of two hundred and fifty dollars (U.S.$250.00). The foregoing limitations will apply even if the above stated remedy fails of its essential purpose."
  
  Apple records confirm the customer's iPhone 7 Plus was purchased on June 6, 2017, and was covered by the Apple One (1) Year Limited Warranty until June 13, 2018. On September 29, 2022 and October 25, 2022, an evaluation of the customer's iPhone by Apple determined the unit functioned within Apple's designed product specifications. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty and the APPLE iOS AND iPadOS SOFTWARE LICENSE AGREEMENT, declines the customer's request for a repair or replacement.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider 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:10/21/2022

  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 submitted an order with Apple to trade my device in during a special promotion. I am now being told that my device is ineligible but they will not show me the pictures and are threatening to charge my card for $140 for the trade in credit they gave me at the time of purchase. I called Apple on 10/21/2022 and no one is able to explain why my device is ineligible. Instead they are telling me it will take a couple days to review and they will have to take the $140 and refund my money if they find that they made a mistake. That is highly unacceptable especially when no one can give me pictures to say what makes my device ineligible. My order number is************. The originating Apple ID for this phone is *********************** I've also attached the pictures I took of the phone right before I sent it off to the company.
  
  I would like to be contacted on the email address listed **********************
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Better Business Bureau
  1112 S Bascom Ave.
  San Jose, CA 95128-3507
  BBB Case ID: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office has been in contact with the customer, and we anticipate reaching a satisfactory resolution regarding their concerns. While this may not happen in all instances, should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (2000, 7, 2022/11/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/20/2022

  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.

  Company Apple
  Customer service /support
  Apple care
  Apple Cash
  Apple ACCOUNT BALANCE
  The Beginning of August 2022-September 30 2022
  On or about August of 2022 I was given a gift from my co worker because I had broken my phone well she sent me I believe it was 1400$ For A 13 PRO MAX 256 GB Open carrier came out to 1304.92 So she sent apple gift cards 500$ 400$ 400$ 100$ but she sent them through email while I was at the apple store The sale assistance had redeemed my gift cards by scanner on his device witch then sent all 1400$ to my apple account balance now I can't use them so they told me to order my phones online now there system had some glitch issues 1.Now there's a problem with me using my Apple account balance to buy my phone online 2. Now my account balance is disabled 3.Then they close my account and then I still have 1400 on my account I talk to******** she asked me if I still had my gift cards I said yes She ask me to verify one of them so I did she puts me on hold and me how many I had I said all of them for my protection if anything or if I had a problem they have not responded to me about the problem I just wanted to get a new phone I use it for work I still don't have a phone I lost everything in my phone I can't access nothing I asked them how I was getting my money back they replied we can't give you a refund never told me why I called them about 8 times a day to get sent through every department to be told we can't help let me transfer you I have photos of everything to back up my story I've been a customer for years never had a problem with them now and they treat me like this AND THEY CALL THEMSELVES APPLE BUT THEY ACTING LIKE PEARS CAN WE RESLOVE THIS ISSUE
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/31) */
  October 31, 2022
  
  
  
  
  Better Business Bureau
  1112 S Bascom Ave.
  San Jose, CA 95128-3507
  BBB Case ID:********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office attempted to contact the customer several times regarding their complaint. Because Apple has not received a response, Apple must assume, unless we hear otherwise, that the issues described in their complaint have been resolved to their satisfaction.
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:10/20/2022

  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.

  Oct 17th at 3:22 pm - Purchased and ordered AirPods with same-day delivery which was an extra $9. Received notification that the delivery will arrive between 5-7 pm. My husband and I work from home and we have items delivered to our house all the time. We were charged $194.06 for the product and same day delivery service.
  
  Oct 17th at 5:13 pm - Received text saying that item is about to be delivered.
  
  Oct 17th at 5:43 pm - Received text saying the delivery is arriving. I clicked on the link to see where the delivery person was and the courier name Heather was about to arrive in 3 mins. I saw the car icon on our street, Hacienda. As we look through our window ready to see the courier arrive we then received another text message saying that they were unable to deliver and will we be refunded the amount. The courier never entered our driveway and we never got our product. We were shocked that this would happen because we have used this exact same service with Apple to have items delivered to our house with no issues.
  
  Oct 17th: I complained to Apple's customer service and he looked into it and thought it was strange. He said it's up to the courier service and they can cancel the order if they choose to.
  
  Oct 18th: I went to the Apple store in Brea to purchase another pair of Airpods IN PERSON and he said this has happened before where the product won't arrive and it gets sent back to the store. I understand if the resident isn't at their home to receive it but in our case, we were home, the courier didn't even come to our driveway, and we have used this service with Apple. He said that Apple pays a 3rd party courier service like Postmates or Uber to deliver the item. This is a HUGE mistake to have another company deliver & and a high risk to steal and possibly replace with an empty box back to the store
  
  Oct 20th: We were refunded only $185.06 which was the cost of the product. We were not refunded the $9 delivery fee.
  
  I want my $9 back and an explanation why!
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/27) */
  27 October 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  Case# *******
  
  Dear Better Business Bureau
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer associated with the above-referenced case has been contacted by Apple and a mutual resolution was reached regarding the concerns expressed in their complaint to the Better Business Bureau.
  
  Apple has invited the customer to contact us directly with any remaining questions or concerns.
  
  
  Sincerely,
  
  
  Apple Online Store Executive Relations
  Apple

• Initial Complaint

  Date:10/20/2022

  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 have an Apple Watch that will not update nor connect to my phone so I can't use it I contacted apple three times I have went through every trouble shooting step and I talked to someone today he told me that only thing he could tell me is to try to update it with an old iPhone which I do not have access to he said other than that there is nothing else I can do to fix and pair it and I would like to be sent a replacement watch that works why did i pay for a watch that can't be used
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/25) */
  October 25, 2022
  
  
  
  Better Business Bureau
  *************************************************************
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/warranty-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded hardware product and Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  Apple records confirm the customer's Apple Watch was purchased on February 6, 2019, and it was covered by the Apple One (1) Year Limited Warranty through February 6, 2020. The customer's Apple Watch is approximately thirty-two months outside of the Warranty Period. Between October 18 to October 20, 2022, the customer contacted Apple due to a technical issue with the Apple Watch. Apple assisted the customer and determined the issue required further troubleshooting, however, the customer has not contacted Apple since. Should the customer need further assistance, the customer may follow up with Apple at the telephone number previously provided to them, or respond to the most recent email.
  
  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.
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did every trouble shooting thing they told me to do he told me my only other option would be to update it and connect it to an old iPhone which I tried and that didn't work either
  
  
  Business Response /* (4000, 9, 2022/11/07) */
  November 7, 2022
  
  
  
  Better Business Bureau
  *************************************************************
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's October 25, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:10/20/2022

  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 spent the last 48 hours talking to multiple Customer Care representatives, Genius Bar technicians, Apple Store managers and Apple Support advisers and the response to my device no longer functioning due to a software issue created by their update; is that nothing will be done unless I pay them more money or buy a new device.
  
  My Apple Watch Series 3 which was working fine started updating on its own and never completed updating. I got stuck in a loop of the update download restarting over and over again. When you exit the update it unpairs the device from your phone and makes it unusable until the update is complete. The Apple Genius Bar technician who helped me said that there has been a rise in Apple Watch Series 3 update issues reported at his location in recent history and that it is a known issue to Apple. I asked for next steps in resolving this issue so I can go back to using my device that never had a problem before, and he said the only solution is to have it repaired. Since the watch is old there is no longer a device warranty and it would cost me $150 to repair it. I asked if it should be covered considering it is undamaged and the issue was software related but there was nothing he could do. I asked if I could trade it in towards a new model and he said no because it would still need to be repaired.
  
  I tried contacting Apple Customer Care again and got escalated to an advisor and explained the above situation. She explained that the device is too old and does not work with newer iOS software. My fiancé has the same phone and my family has older generation watches that have no issues. She then rudely confirmed that there is nothing they would do to help me regardless of the issue seeming to have come from Apple. She contradicted everything the Genius Bar technician said and ignored my device comparison questions. I asked if I was being told I am out a working device I paid for and they refuse to assist and she confirmed.
  
  This should not be acceptable.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/04) */
  November 4, 2022
  
  
  
  Better Business Bureau
  *************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  We appreciate the customer providing Apple 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.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (3000, 7, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They used more of my time to provide me the same answer I already was given originally. At this point they did more double checking employee work than helping with my desired resolution.
  
  I will say that they did reach out and try to help. The gentlemen I spoke to was very nice and wanted to help, however I still didn't receive a resolution. As far as I'm concerned Apple still left me with a broken device that was working perfect fine until their update tried to be forced through. The difference now is that they claim it is a hardware issue (which seems like a stretch).
  
  To finalize they did reach out and try but ultimately I am out of a device with no ability to have it fixed without paying money or at the least give me a credit towards a new one. Not even sympathy for making me jump through hoops for weeks. So, thank you for trying to help but once again there seems to have been no resolution and with the amount of money I spend personally on the company and the amount of money each of their products cost nowadays with inflation, it's ridiculous that they leave customers who are always willing to buy new devices with their hat in their hand.
  
  
  Business Response /* (4000, 9, 2022/11/25) */
  November 25, 2022
  
  
  
  Better Business Bureau
  *************************************************************
  
  
  Dear Better Business Bureau:
  
  We appreciate the customer providing Apple feedback regarding their experience.
  
  Per our response on November 4, 2022, Apple's position remains unchanged.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations