Complaints

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:04/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 December 26, 2023, I shipped an Apple Watch from *** Store location #**** with Apple supplied shipping instructions. After about 30 days of not receiving an update from Apple, I checked on the status of my tracking number 1ZY61A640138381593 and found that the product had never left the *** facility and notified *** in early February 2024. A claim was ultimately filed, and an investigation was started. After weeks of back and forth, *** eventually claimed responsibility and communicated that I would be paid for the loss of which the description and value of the item has been attached to this complaint. I am now receiving no further updates from the local *** store on the status of the claim payment, I have made countless phone calls, emails and store visits attempting to resolve this matter and estimate over 20 hours of my time in the process. I would like the local store that shipped the product to reimburse me for my loss.

  Business Response

  Date: 04/12/2024

  ********************, a valued customer here at **** Shipped a package with a series 7 watch screen to be replaced or fixed. The item, as seen in our records has been lost on it's way to *******, the destination area. As per *** policy, It is a NDA or Next Day Air. We understand the customer's frustration as we are trying to get a resolution with ********** But all attempt's have proven unfruitful. *** claims department wishes to reimburse our customers but MUST send the written check to the shipper which is ******************** created a pre-made label for the customer, ********************. So the policy states the creator of the shipping label must be reimbursed but Apple does not need this refund. I am still trying to get the refund sent to his address, the customer. I ask that the customer utilizes patience more as this process is precarious and requires special attention to detail. A resolution will hopefully be reached within the next few weeks from today, 4/12/2024. If you have further questions, reach us at ************.

  Customer Answer

  Date: 04/16/2024

  e
  Complaint: 21562066
  
  I am rejecting this response because *** has accepted full responsibility for the loss of my product, which incidentally, the *** tracking system status acknowledged that the product never left the local *** office.   I have been in communication with Apple both with email and numerous phone calls as well as having a representative of the *** local office manager **** on the phone with Apple.  I was informed by Apple that there is nothing they can do for this matter.   As this is a *** franchise store, I fully expect this business to take responsibility of my lost item and reimburse me directly regardless of the shipper ID used being Apple.  I brought the product to the store myself and was issued a receipt for this.  The store manager **** informed me that after submitting the approved claim form, I would receive payment within a week.  Several days later, Mr. **** called me and said that the back *** office couldn't pay me directly due to the shipper ID used was Apple and that Apple would need to consent to allow *** to pay me directly.  Apple has no policy for this and has acknowledged to me directly that they will not do this.   They also stated that if payment were to go directly to them, there is no way to redirect a reimbursement to me.   So this is clearly in *** hands to make good on this.  I have spent numerous hours on this situation to recover a watch valued at $800.00.  This has now become a matter of principle to me and will continue to exhaust all possible avenues to hold *** accountable for this matter.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21562066
  
  I am rejecting this response because: The response appears to be the same, with no change in status.  I do not see where *** has agreed to reimburse me directly for my loss.   Apple will not consent to the requirements of ***, so the ultimate responsibility lies with the local *** Franchise Store.
  
  Sincerely,
  
  *************************