Business Profile

Home Electronics

Apple Inc.

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Complaints

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

Customer Complaints Summary

9,829 total complaints in the last 3 years.
3,617 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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 fiancÃ© 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
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.
Purchase Iphone 12 & 13 ProMax retail cost over $1000.00 each
Numerous issues with phone been waiting 2 yrs for them to fix to no avail.
Apple stated they are not able to do anything and Verizon will not refund me for the phone
Business Response
Date: 12/12/2022
Business Response /* (1000, 8, 2022/11/10) */
November 10, 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 One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/ios-warranty-document-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 iPhone, iPad, iPod, Apple TV or HomePod 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.

This Warranty does not apply to any non-Apple branded hardware products or any software, even if packaged or sold with Apple hardware. Manufacturers, suppliers, or publishers, other than Apple, may provide their own warranties to you - please contact them for further information. Software distributed by Apple with or without the Apple brand (including, but not limited to system software) is not covered by this Warranty. Please refer to the licensing agreement accompanying the software for details of your rights with respect to its use. Apple does not warrant that the operation of the Apple Product will be uninterrupted or error-free. Apple is not responsible for damage arising from failure to follow instructions relating to the Apple Product's use."

The following iOS AND iPadOS SOFTWARE LICENSE AGREEMENT excerpt(s) may be viewed at https://www.apple.com/legal/sla/docs/iOS16_iPadOS16.pdf:

"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.

E 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."

Apple records confirm the customer's iPhone 12 Pro Max was purchased on January 4, 2021 and the Phone 13 Pro Max was purchased on March 21, 2022. Apple is currently looking into the issue as reported by the customer. At this time, Apple recommends the customer follow instructions Apple provided to the customer during prior discussions, including installing software updates as they become available. Should the customer need further assistance, they may follow up with Apple at the telephone number previously provided to them, or respond to the most recent email. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty and Software License Agreement for iOS 16, declines the customer's request for a refund or replacement without confirming a hardware defect.

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, 2022/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So basically in the below warranty E7.4 they are stating that if the software and services are not working properly TOO BAD?? I purchased the Iphone 13 in March of this year and they have been trying to fix it ever since. Are they stating the customer have no recourse when the phone doesn't work??? I don't think it is FAIR to the customer when APPLE can't fix the issue with THEIR product, I am just stuck with a phone that doesn't work properly. I can see if I bought a Walmart phone for $50 but I didn't I bought an Iphone 13 ProMAx!!! If this is the way APPLE treats customers then maybe they do not need ANY!!! Please have APPLE tell me how they think it is FAIR? I have been doing the software updates since the 12.5 update to no avail and we are now on the 16.1.1 If they (APPLE) can't get their PRODUCT to work PROPERLY they should APOLOGIZE AND REFUND THE CUSTOMER. Not say too bad so sad!! But since they put their Warranty information in this response I now see APPLE doesn't actually care about the customer it about MAKING A DOLLAR and screwing the customer.

I guess since APPLE probably make BILLIONS they are unconcerned about 1 customer. However, I hope 1 turn into MILLIONS and they GO OUT OF BUSINESS!! This is POOR Customer SERVICE.

Business Response /* (4000, 12, 2022/11/22) */
November 22, 2022

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

BBB Case #: *******

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.

Consumer Response /* (4200, 14, 2022/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not satisfactory because they have not fixed issue, but if they consider it closed what more can I do?
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:10/19/2022
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.
August 19th 2022

I purchased the new AirPods Pro 2 and got the Apple care warranty few weeks later I was at the gym and took my AirPods off and left them but I was not alerted that they were missing until I left the gym and was driving 10 minutes later to my home. The "left my AirPods" feature doesn't work properly and that should be a warranty covered issue but I was told by a very rude manager at the Apple Store in deer park mall in kildeer il by the name of josh that he wouldn't be playing semantics with me and it's not covered then while I was having a conversation with him he just leaves. It's rude customer service from a manager and product features that don't work when you actually need them to work that made me out of $190 on something that should be covered by warranty.
Business Response
Date: 11/07/2022
Business Response /* (1000, 5, 2022/10/24) */
24 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. Apple strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

Should the customer need additional assistance, Apple has invited them to contact us directly.

Sincerely,

Apple Online Store Executive Relations
Initial Complaint
Date:10/19/2022
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 enrolled to AppleCare+ with Theft and Loss for $14.99 on Feb 2020. Agreement was on a monthly basis. The Iphone purchased at the time of the agreement was the model 11 Pro.
Today (Oct. 19, 2022) I found out that Apple is currently charging $11.49 for the same coverage for Iphone 12, and $13.49 for IPhone 14 ProMax. Both are newer models and both require to pay less than what I currently pay.
I called Apple to request an adjustment and a refund for the all the months that I've been overcharged.
They said they couldn't do anything about it, and they could only help me cancel the subscription.
I would like your support in resolving this issue.
Thank you!
Business Response
Date: 11/04/2022
Business Response /* (1000, 5, 2022/10/20) */
October 20, 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.

The following AppleCare+ with Theft and Loss Program Summary and Disclosure excerpt(s) may be viewed at https://aigtheftandloss.com/static/media/ExNY.bd40a2d5.pdf:

"AppleCare+ with Theft and Loss is an optional device protection program that provides combined benefits under a service contract (AppleCare+) for hardware coverage, technical support, battery depletion, and accidental damage from handling (ADH), and an insurance policy (Theft and Loss) for loss and theft coverage. AppleCare+ with Theft and Loss is subject to certain terms, conditions, and limitations available at**************************

"Service Fees and Deductibles

If you purchase the Monthly Pay plan, coverage begins on the plan purchase date and continues month-to-month under AppleCare+ and for a 12-month term under Theft and Loss coverage that may renew upon notice for additional 12-month terms unless cancelled or terminated.

Monthly Pay
iPhone Model
iPhone 13 Pro, 13 Pro Max, 12 Pro, 12 Pro Max, 11 Pro, 11 Pro Max
AppleCare+ With Theft and Loss
$13.49"

"You are not required to enroll in AppleCare+ with Theft and Loss to purchase or finance your new device. You may cancel coverage under either benefit at any time and receive an applicable refund, if any, as described in your AppleCare+ terms and conditions and state-specific insurance documents. We will not cancel coverage for non-payment of premium without providing you with the opportunity to pay within the applicable notice period.

You can cancel AppleCare+ with Theft and Loss at any time in accordance with the plan documents."

Apple records show the customer contacted Apple on October 19, 2022 and requested cancelation of the Monthly Plan. Apple, per the customer's request, canceled the Plan and processed a refund per the terms and conditions of the AppleCare+ with Theft and Loss Program Summary and Disclosure. As such, Apple declines the customer's request to a rate adjustment or additional refunds.

Apple refers the customer to AIG for further inquiries. The customer may contact AIG at
*************** or*********************************

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:10/19/2022
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.
On Friday, October 7th 2022, I purchased a replacement for my right Air Pod Pro (2nd Gen). I misplaced just the right side the day prior. I paid $94.34. However, on Sunday, I found the missing right Air Pod and tried to cancel the order. Shipping status online confirmed that it did NOT ship yet. I contacted customer support through their chat feature. I was handed off/disconnected twice and had to explain what my problem was three times - a waste of time and adding to my growing frustration. I was eventually referred to a senior technician over the phone.

At that time, he informed me that it HAD been shipped (I had yet to be notified) and he would find out if I could return it for a refund. After a brief hold, he returned to inform me that I would not be able to return it because of the "COVID" situation. I explained that I would not be opening the package. He held firm and suggested I resell it online. Although he was polite and professional, I feel that this policy should be obvious & apparent, and take into account whether or not the product shipping package has been opened. Over 24 hours later (Monday 10:47 pm), I was notified that it had shipped. This was another slap to the face.

Additionally, upon checking Apple's refund policy, I am entitled to a return and refund at no cost to me. This is all that I am seeking - even after all the trouble I've already gone through. I will return the right Air Pod in its original packaging IN its original shipping container, unopened. Apple can rest assured that their Air Pod inside would only have been infected by its own manufacturing/distribution/logistics system rather than their customer.
Business Response
Date: 11/15/2022
Business Response /* (1000, 5, 2022/11/02) */
November 2, 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.

The following General Service Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/terms/repair/generalservice:

"Services and Products.
1.1 Services. For service orders, Apple will service your Apple product as described to you for the estimated charges stated, unless such charges are revised with your prior oral or written consent."

"1.4 Service Options. Apple will provide service through one of the following options and will choose which method of providing service depending on the circumstances, in particular depending on the type of Apple product:

A Do-It-Yourself (DIY) Parts Service. DIY Parts Service allows you to service your own product. If Apple determines that DIY Parts Service is available to you, Apple will ship to you a replacement part for your Apple product."

"2. Orders and Payment
2.5 Refunds. Except as described in the Warranty and Limitation of Liability section below, Apple does not provide refunds for service orders."

Apple records confirm the customer initiated DIY Parts Service on October 7, 2022, and subsequently, on October 10, 2022, requested to return the part for a refund. Apple Support explained service orders are not eligible for a refund. Apple, based on the General Service Terms and Conditions, maintains its decision to decline the customer's service part refund request.

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:10/19/2022
Type:Billing 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 went to your********* store to buy a phone ***************. I told the lady I wanted an ********************************** and pay using payments (24 months) on my Apple Card. I received nothing like that.

1. I never got a receipt. I called store and lady didn't type my email correctly.
2. The lady handed me the phone and told me that the store doesn't do **** activations. I had to take it to the **** store. Which I didn't understand because I just bought a new******* 2 weeks ago and they activated it. Anyway, I took it to **** in same mall and got it activated. But now after getting receipt I was charged $30 more for the phone $829 vs $799. Had I known that, I would have fought in the store to have them activate it like I asked for. I don't think it's fair I should be chargedd $30 more for something that isn't my fault?
3. The entire price for the phone was charged on my Apple Card. The payment plan was never setup.

I have the receipt now. I can live with having to pay the phone in full this month, I'm not happy about it, but I can live with it. But I think Apple should compensate me for the $30 + tax I overpaid, please?

I tried calling customer service, they were nice but said they couldn't help with store orders. I called the store and they told me to bring the phone back and return it. They would sell me a brand new one with corrected terms. I mean, do you really want me to return it? Also, the store is 1.5 hours drive from my house. I have also since purchased apple care + for the phone. Returning it doesn't seem like a very good solution for either of us (especially since nothing is wrong with the phone).
Business Response
Date: 11/01/2022
Business Response /* (1000, 5, 2022/10/27) */
October 27, 2022

*****************************************************************
*** Case ID: *******

Dear **********************:

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

The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.

Should the customer need additional assistance, Apple has invited them to contact us directly.

Sincerely,

Apple Retail Executive Relations

Consumer Response /* (2000, 7, 2022/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they provided a great solution. Thank you!
Initial Complaint
Date:10/19/2022
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 purchased a new iPhone with trade-in kit. The return label provided is for UPS. UPS is trying to charge me $20 to pick up the trade-in phone. I don't have a UPS drop-off location near my home.

Customer service (********) was not helpful and just kept telling me I would have to talk to UPS, as if they're going to give me a different answer. Even the Apple website says I should be able to schedule a free pickup with the carrier for any returns. Apple found a way to cover this expense in 2020 when I purchased my last iPhone.

Kind of sucks to buy a brand new iPhone 14 Pro and get dicked around for a $100 trade-in.
Business Response
Date: 11/21/2022
Business Response /* (1000, 8, 2022/11/04) */
November 4, 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.

The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.

Should the customer need additional assistance, Apple has invited them to contact us directly.

Sincerely,

Apple Retail Executive Relations
Initial Complaint
Date:10/19/2022
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 purchased apple AirPods Pro on October 13th 2021. The AirPods ended up being defective randomly pairing, not holding charge, and other issues. I reached out to apple and visited the store on different occasions to use the manufacturers warranty and was turned away each time. I reached out to the business for a refund and they denied my request.
Business Response
Date: 11/22/2022
Business Response /* (1000, 5, 2022/10/24) */
October 24, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

The customer has been in contact with Apple, and we anticipate reaching a satisfactory resolution regarding the issues described in the customer's submission to the Better Business Bureau. 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.

Sincerely,

Apple Inc.

Consumer Response /* (3000, 7, 2022/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apple has decided to not give a refund and instead provide an accessory that is not in equal value to the AirPods Pro. I am very dissatisfied and have spent countless hours on the phone with Apple with no real resolution

Business Response /* (4000, 9, 2022/11/01) */
November 1, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

We appreciate the customer providing Apple feedback regarding their experience with Apple Support. Please be assured this matter has been forwarded to the appropriate individuals.

Apple's October 21, 2022, response to the Better Business Bureau remains unchanged.

Apple considers this matter closed.

Sincerely,

Apple Inc.

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