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 Canada Inc

  900 Maple Ave. Burlington, ON L7S 2J8

• 

  Apple Computer

  65 Broadway New Haven, CT 06511-3411

• 

  Apple Store

  100 Bayshore Drive Nepean, ON K2B 8C1

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:09/28/2022

  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 bought a phone with trade in my phone which I was suppose to get $140 credit towards my monthly payment. I was unable to trade in my phone same day because of i cloud back up issue so I was charged $140 on my credit card to take my phone with me and told if you bring your phone back in 14 days we will refund your money. I brought it back three days later the trade in phone. Nos they saying its zero out and you don't get any "extra" refund. I asked them what happen to my credit card money they said it went towards reducing my monthly payment and what happen to my trade in money that went to reduce my monthly payment as well. But its still the same. Basically I paid money and gave them my phone too. It doesn't seem right but according to them i am seeking for extra refund. l just want my money back which paid $140 on the day of my phone pick up.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  October 13, 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:09/28/2022

  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 a monthly subscription with Experian being paid through Apple. Apple has been pulling money from my personal account to pay said subscription since 9/26/2019. I spoke to Experian on Monday and they have not received payment since on or before 9/20/2019. When we called to inform apple they were rude, hung up on me multiple times and the only resolution they attempted to provide is to refund the last two months of payments coming out to about $20. This is unacceptable considering apple has stolen $359.64. We then requested documentation showing the payments were directly delivered to Experion other than the invoices and they could not or would not provide such documentation. We then requested documentation articulating the details of our case to provide to the bank, they refused. This is theft, money was taken and not paid to the correct party. The worst part is, this is not the first account this has happened on (Peacock). I demand a resolution that results in me getting my money back that was STOLEN by Apple.
  Case Reference Number:************
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/05) */
  October 5, 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 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. 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 (such as your credit card, debit card, gift card/code, or other method available in your Home Country) 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. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. All Transactions are final."
  
  "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. We will notify you if the price of a Paid Subscription increases and, if required, seek your consent 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. 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 and recommends the customer contact the App Provider for support of the Third Party App.
  
  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.

• Initial Complaint

  Date:09/28/2022

  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.

  Returned a product. Got lied to from store clerk at an Apple Store. Was credited partially due to the clerk's misunderstanding. I checked my bank account statement and wasn't fully credited. I check apples website and find that the store has my credit card number stored on file stating I owe $500.24 and I called the store and company from 9:30 am-8:30 pm constantly getting a runaround with no help or answers. Hours and hours and hours on the phone with over 15 employees from Apple bouncing me around back and forth.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/05) */
  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 associated with the above-referenced case has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need assistance on a separate issue, Apple has invited the customer to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  Apple
  
  
  Consumer Response /* (3000, 7, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their response is a reoccurring problem that doesn't seem to get resolved. They reached out to me and we discussed the issue, unfortunately after 10 days of calling and getting nowhere, the advisor held no responsibility or liability to my problem. The advisor basically said there's no control on how our team and business wrongfully informs customers. Basically just deal with it. Unacceptable 100%.
  
  
  Business Response /* (4000, 9, 2022/10/13) */
  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 associated with the above-referenced case has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need assistance on a separate issue, Apple has invited the customer to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  Apple

• Initial Complaint

  Date:09/28/2022

  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.

  My wife has been a apple user since 2008, and she got me to switch to an iPhone about 3 years ago. She has an XR and I have a iPhone 12 Pro Max.
  
  We got an advertisement saying we could trade in and preorder new iPhone 14 max pro for very little a month. With my trade in through apple and att I can get the new phone for $.78 a month. She will have to pay $20 a month. The advertisement didn't say this. And to be honest she's very upset about it and says if we both can't upgrade with the promotion then she'll just get a androids as they are offering more for her trade in which is a apple. So we are about to both switch to android and switch to services to google because of this.
  
  I have tried contacting apple about this and can get no support. If the answer is no, that you can't help us, just let us know that and we will purchase the androids. If you can then let us know that so we can purchase new iPhones and keep our Apple subscriptions.
  
  Thank you!
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/14) */
  October 14, 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.
  
  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.
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:09/28/2022

  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.

  Contacted Apple Support on September 27th regarding a damaged/scratched iPhone screen. The device is covered under AppleCare+. Initially I read the AppleCare+ contract and noted that accidental coverage was covered.
  
  During the phone call support with Apple, I informed the technician that I had scratched/gouged/damaged the screen, of which I do not know how this happened. After several more questions, the Apple Support technician stated that this would be covered under my AppleCare+ plan, and that my deductible would be $29. He then proceeded to set me up with an appointment at an Apple Store, of which the nearest was 45 minutes away from my home, on September 28th @ 10:40am, and assigned a support case of ************.
  
  Upon entering the store, I was quickly assigned a technician. I was then informed that a scratched screen was, in fact, NOT covered by AppleCare+ and that I would be responsible for a $300 charge. I declined and they had me call Support again. I spoke with a Senior Advisor and she told me the same. She was rude to state to me that it was my fault for not reading a public document about AppleCare+ and that it doesn't cover what they stated is cosmetic - which I did pull up. She apologized for the confusion but said they would handle it internally, but standed firm to their response. I asked for an escalation to the next manager - she REFUSED. She then hung up on me as she stated I was yelling at her (I wasn't - I was in their store, it was loud) and belligerent. I told her to not talk to me that way as I am the customer.
  
  I, in turned, informed her that while I appreciate that they would handle internally, they should stand behind what they told the customer. The conversation on 9/27 was recorded. The conversation on 9/28 was recorded. On 9/27, Apple told me this was covered for a $29 fee. On 9/28, they back peddled and refused to help me.
  
  I ask Apple to stand behind their mistake and support their customer.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following AppleCare+ for iPhone excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/applecare/applecareplus/2209/220907_applecareplus_us.pdf:
  
  "1. The Plan
  This contract (the "Plan") governs the services provided by Apple under the above plans and includes the terms in this document, your Plan Confirmation ("Plan Confirmation"), and the original sales receipt for your Plan. Your Plan Confirmation will be provided to you at the time of purchase or sent to you automatically thereafter. If you purchased your Plan from Apple, you may obtain a copy of your Plan Confirmation by going to mysupport.apple.com/products."
  
  "3. What is Covered?
  3.2 Services for Accidental Damage from Handling ("ADH Service")
  If during the Plan Term you submit a valid claim by notifying Apple that the Covered Device has failed due to accidental damage from handling resulting from an unexpected and unintentional external event (such as, drops and damage caused by liquid contact) ("ADH"), Apple will, subject to your payment of the service fee described below, either (i) repair the defect using new parts or previously used genuine Apple parts that have been tested and pass Apple functional requirements, or (ii) exchange the Covered Device with a replacement product that is new or comprised of new and/or previously used genuine Apple parts and has been tested and passed Apple functional requirements. Exclusions apply as described below.
  Each time you receive service for ADH is a "Service Event."
  You are eligible to receive unlimited Service Events for your Covered Device while the Plan is active, up to the date the Plan is cancelled or otherwise terminated. Requests for Service Events submitted and received by Apple after the Plan has been cancelled or terminated will not be covered by the Plan.
  The following service fees apply to each Service Event:
  
  iPhone: US$29
  Screen-Only Damage:
  Back Glass-Only Damage (not available on iPhone SE and iPhone models released prior to iPhone 12): US$29
  All Other Damage: US$99"
  
  "4. What is not Covered?
  4.1 Hardware Services and ADH Services
  Apple may restrict Hardware Service and ADH Services to the country where the Covered Equipment was originally purchased.
  Apple will not provide Hardware Services or ADH Services in the following circumstances:
  To protect against normal wear and tear, or to repair cosmetic damage not affecting the functionality of the Covered Equipment;"
  "6. Service Options
  Apple will provide hardware services to you through one or more of these options:
  (a) Carry-in service. Carry-in service is available for most Covered Equipment. Return the Covered Equipment to an Apple-owned retail store location or to an Apple Authorized Services Provider ("AASP") that offers carry-in service. Service will be performed for you at the store, or the store may send the Covered Equipment to an Apple repair service ("ARS") site for service. You must promptly retrieve the Covered Equipment.
  (b) Mail-in service. Direct mail-in service is available for most Covered Equipment. If Apple determines that your Covered Equipment is eligible for mail-in service, Apple will send you prepaid waybills (and, if needed, packaging material). You must ship the Covered Equipment to an ARS site in accordance with Apple's instructions. Once service is complete, the ARS site will return the Covered Equipment to you. Apple will pay for shipping to and from your location if you follow all instructions."
  
  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 records confirm the customer's iPhone 14 Pro Max was purchased on September 11, 2022, and it is currently covered by AppleCare+ for iPhone. On September 28, 2022, a careful examination of the iPhone by Apple deemed the screen scratch as cosmetic damage and not a valid Accidental Damage from Handling (ADH) service claim. Apple, based on AppleCare+ for iPhone Plan Terms, declined the customer's request for ADH Service.
  
  Apple will continue to provide support for the iPhone under the Plan Terms. Should the customer wish to have their ADH claim request re-evaluated, Apple invites the customer to contact Apple Support and provide photos of the damage to further determine claim eligibility. They may contact Apple Support at https://getsupport.apple.com.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I understand the contract, several Apple support employees, notated a 'promise to repair'. The initial ticket creation made by Apple support employee, *********, informed me that it would be in fact covered for repair. He proceeded to set me up with a repair appointment. If this wasn't covered, the Apple employee should have never made this promise. The Apple employee in the store showed me the ticket notes in which this promise was made. It wasn't until a "Senior Advisor" backpedaled on this 'promise to repair' once it was escalated by the Apple store employee.
  
  Apple has inconvenienced the customer significantly, including wasting over 4 hours of my time between phone calls, transportation to/from stores, support visits, etc.
  
  This is an unacceptable response.
  
  
  Business Response /* (4000, 10, 2022/10/20) */
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's October 14, 2022 response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 12, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi,
  
  Apple has not proposed any resolution except cite a clause, so therefore I do not consider this matter to closed or 'resolved'. Citing a clause isn't proposing a resolution and therefore my compliant stands.
  
  As I have previously noted in this case, I stand firm behind misleading marketing as well as misleading communication by several Apple employee's with a promise to repair, as well as requiring the customer to sit on hours worth of support calls, drive 20+ miles to a nearest Apple Store, as well as sit on more support calls in the store for hours at end.
  
  I am rejecting this response / resolution.
  
  Thank you.

• Initial Complaint

  Date:09/28/2022

  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.

  My phone had been having issues. It was still under warranty so I finally called *****. After watching ****** go through **** between the ***** Store, the customer service number and her mobile provider, I knew it wouldn't be easy. My batter was barely making it through the day and my wifi calling would consistently drop calls the second I walked out of the house without auto switching to cellular. They continually refused to swap my phone using my warranty, wanted me to go to an ***** store and PAY for a battery on a warranty covered device. I finally got a supervisor willing to process the warranty claim. It was done incorrectly and my credit card, which was only supposed to have a $500 non-return HOLD until they received my device, was charged well over $1200. I immediately called, they admitted their mistake and refused to process my refund because they didn't have my phone "checked in". The phone had been shipped, they had the tracking AND my card should not have been charged that amount of money in the first place so my phone being checked in is irrelevant! I used a smaller credit card bc it was only $500. They put me over my credit limit, refuse to give me my money and certainly aren't going to pay the fee for going over the credit limit! This charge was NOT authorized and they have to be violating some sort of law by doing this! I'm sick and tired of constantly having to fight with this Monopolizing company!! Someone has to do something!!
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  October 10, 2022
  
  
  
  **********************
  ****************************************
  
  *** Case #: *******
  
  
  
  Dear **********************:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's iPhone 13 Pro Max issue.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:09/27/2022

  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 am trying to rectify an order I made and returned an IPad Pro with Ear buds during an Educational Promotional event. My original order was **********. I returned the IPad Pro and Ear buds in which I paid full price, but only a ratio of the funds were returned to my Wells Fargo Bank Account. I still have the Magic Keyboard and The Apple Pencil. There was difficulty in getting Apple to honor what was promised. There was an Representative named ****** that reassured me it wouldn't be a problem, but when I tried to reach him at ************************* I was able to retrieve ******, but another associate that tried to remedy the situation, but still inconsistencies. I would like to replace this order before this Educational Event ends and receive my IPad Pro preferably 12.9 and The Free Ear Buds as well.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/17) */
  October 17, 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
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On Monday, October 17, 2022 ********* from Apple Agreed with Wells Fargo Bank Branch Manager that she would forward a Shipping Label to my email for me to return The Apple Magic Keyboard and Apple Pencil as a result to remedy this issue. Where my Wells Fargo Visa Card paid in full $1786.79 on Apple's Official Website. Fast forward, On Wednesday, October 19, 2022 ********* from Apple calls me approximately 10:30 AM rescinded on forwarding me the shipping label to return The Magic Keyboard and Apple Pencil as promised. This situation has been going on for at least a year with the different Representatives from ****** who understand more than most that if I was to repurchase The Apple Ipad Pro 12.9 somewhere on the back in it would have to be prorated with the Apple Buds as well. I spent two hours in Wells Fargo Pineville *************************** with a Personal Banker who printed the Invoices for me to Review My Apple Purchases and shared with ********* and Myself that it would be easier for Apple to send me the shipping label and forward the remaining items to receive the full refund of $1786.79 after all items are returned. In which Apple would give me the remaining amount of The Magic Keyboard and Apple Pencil to get my refund to the full amount of $1786.79 in which hasn't happened yet. Instead ********* claims she spoke with her Financial Team and arrived at the conclusion she will not be sending the labels after all My Wells Fargo Personal Banker witnessed this conversation for I had My Banker research and print the banking statements. ********* agreed that I paid $1786.79, but refused to keep her promises. These younger millennials aren't seasoned enough to make sure their customers are satisfied and treated with respect. When you promised to forward the labels for shipping you should go through with it. Now I have to decide whether approaching this in a Civil Court will merit a beneficial impact for me. When ********* told me the remaining amount left on The Apple Magic Keyboard and The Apple Pencil it still didn't come to the amount of $1786.79 with the amount Apple returned to me to cover The IPad Pro 12.9, The Apple Care, and The Apple Air Pods. I'd rather the CEO of Apple to get "Involved and Resolve" this. We as consumers reach out to the Better Business Bureau to be a bridge to connect us to the Corporate Partners of a Company. In which I originally asked for this to go to Cupertino California where Apple's CEO could at least hear me out and forward my shipping label so I can return this product and receive all of My money. Then, I would reorder these items with hopes that I wouldn't experience this again. Apple is a very prestigious company and going the extra mile to remedy a situation isn't hard to do. Greed and disobedience based on lies will not get you anywhere. If anyone lost anything it was My hard earned money not Apple Inc. Why take advantage of customers who may or may not have the advantages you have based on your Empire of Financial gains at others expense. I don't have a problem sending the banking statements, but I have to redact the account number for not wanting to be breach in the near future.
  
  
  Business Response /* (4000, 9, 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.
  
  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:09/27/2022

  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 need to replace my band for a one day old Apple Watch series 8 and because the watch was purchased from T-Mobile Apple is refusing to help me. This is a $500 watch that is made by Apple and they need to support their products. I would like the band replaced.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/05) */
  October 5, 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/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."
  
  The following Apple Authorized U.S. and Canada Reseller Return and Refund Policy excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/sales-policies/reseller.html:
  
  "Apple Authorized U.S. and Canada resellers have established their own return and refund policies. When you purchase Apple products from our authorized resellers, you must carefully follow their sales and return policies."
  
  Apple records confirm the customer's Watch Series 8 was purchased from an Apple Authorized reseller on September 26, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty and Apple Authorized U.S. and Canada Reseller Return and Refund Policy, declines the customer's exchange request and recommends the customer contact the Apple Authorized reseller to discuss the Apple Authorized reseller's return and refund policy as it relates to the Watch the customer purchased from the Apple Authorized reseller.
  
  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 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, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unacceptable not to warranty products they manufacture
  
  
  Business Response /* (4000, 9, 2022/10/13) */
  October 13, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's October 5, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:09/27/2022

  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.

  Our state funded non-profit organization was charged $17,640.00 on 09/15/2022 for an unapproved purchase. We requested a refund to Apple on 09/16/2022 and for it to be refunded to our ACH account.
  
  In July we ordered 60 iPads which was charged on 07/28/2022. From the order we made, we only received 40 and 20 are missing.
  
  It is now September 28th and we have yet to receive our refund. During this time, ******************************** have been involved in the refund process.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 14, 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 issue reported by the customer has since been resolved.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:09/27/2022

  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.

  Email and explanation attached. What I was told and what the online policy states versus what they actually do are different. Modification needs to be made regarding what the sales people are telling the public, what the online policy states and what Apple is omitting and the store in Freehold is actually doing. No where does the policy say I have to A) go to the store or B) Return and rebuy the product. Just call the****** number and they will make the adjustment? No where Does apple give a credit/refund Invoice so it looks like I purchased 2 phones.Where is that receipt? False Advertising Claim? Why did they waste my time, gas money and effort? The Staff is nasty as well.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/10) */
  October 10, 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 contacted the customer several times concerning the complaint they filed with the Better Business Bureau. Because this office has not received a response, Apple must assume, unless we hear otherwise, the issues described in their complaint have been resolved to their satisfaction.
  
  
  Sincerely,
  
  Apple Retail Executive Relations