ComplaintsforApple Inc.

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Initial Complaint
07/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have ordered an IPad Air on June 27, 2024 with order num W1373848207, at June 27 I was able to request an refund on the $100 gift card that comes with the educational store discount on IPad by chatting with the *** but unfortunately that I did not received the refund, so I chat with the ** again on 29th, so they did the refund again and deactivated my *** and told they will give an update by the 1st, and then at July 1st I still haven't receive any respond so I chatted again and they directed me to the call support, and call support had me return the IPad to get the refund for the *** but now the 4th I received the refund for IPad but not the ** still, I'm just so disappointed that all ** has different solutions and none of them work at all, which is wasting my time, Apple really need good training on *** because I'm always believing I will for sure get the support, but unfortunately it's never helpful, this had impacted me a lot by I wasted time on chatting for nothing and spend money on gas to but and return this.
Business response
07/11/2024
July 11, 2024

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 achieved 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 Inc.
Customer response
07/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is extremely satisfactory to me. Thank you BBB and Apple this has helped me to receive the resolution that Im supposed to receive in a timely manner, and thanks to Apple for making such a great solution!

Sincerely,

*****************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Twice in the past couple of years I have made an appointment with the GENIUS at the Apple store. I went in last week for my appointment to change out a battery that needs service on my Iphone 12. I got there and I was told since I was running the beta version of the software that they could not help me and that I needed to go back to the non beta OS. I can't remember what I went in last time for but the same answer. We can't help you. I really can not afford to keep making appointments with you the Genius' and they can not fix their own product. My time is very important. Nowhere did I read or was told this wasn't going to work because I was running beta software. I went back and read the appointment notes - NOTHING stating that you can not fix your cruddy batteries because of the the software.It feels like you only want me to purchase a new phone. I can not afford that!
Business response
07/08/2024
July 8, 2024

Better Business Bureau
************************
******************-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 to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.

Sincerely,

Apple Inc.
Customer response
07/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I do not agree with it, I will comply. Also, I really don't appreciate when you call the executive office, it states press 1 for espanol (in spanish) and 2 for English. I forgot that I moved to a Latin speaking country. Oh that's right, I didn't.

Sincerely,

*****************************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went into the store on 6.29.24 Saturday morning at *********, **** and ******, ***** at 11:30 am for an appointment for my iPhone 15 pro **** that was having Bluetooth, Charging issues, and glitching issues. The rep that was helping me with multitasking in between customers which I cant stand when they do this because they dont put full attention to each individual customer. The rep had a customer in front of him along with myself and we both had iPhone 15 Pro Maxs. I was going in for a replacement for my phone and the other customer just needed A master reset. The ********************** rep took my phone from me from the table and did a master reset on my phone without telling me and the other customers phone. So initially the ********************** rep crossed over And I was stuck without a phone. So I called Your customer service line to get a senior advisor on Monday 7.1.24 And explain the situation up until that point. She guaranteed me I could go to The galleria location in ****** and get a replacement since she set an appointment and spoke to representatives there. I drove over an hour to get to that location to be told that there was nothing they can do and that they misunderstood the situation. The only way they can get me a replacement express replacement even though I have your AppleCare plus and still under manufacturer warranty. When I called back in to speak to a manager through your customer service line, they stated there was nothing they could do and that I was wasting my time. I would like a call from corporate offices and not a senior advisor manager at this point I want someone in charge of the locations from Apple that I went too.
Business response
07/05/2024
July 5, 2024

Better Business Bureau
************************
******************-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 to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.

Sincerely,

Apple Retail Executive Relations
Customer response
07/05/2024

Complaint: 21932466

I am rejecting this response because:
****** from the Executive Apple Team was very unprofessional and made my experience worse. Im requesting to speak with her boss immediately. She did not come with a resolution and did not even care about my experience between customer service and two separate ********************** locations on the miscommunication. I would rather someone pull the call as well.

Sincerely,

*********************
Business response
07/11/2024
July 11, 2024

Better Business Bureau
************************
******************-3507
BBB Case ID: ********

Dear Better Business Bureau:

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

Per our response on July 5, 2024, Apple's position remains unchanged.

Should the customer need assistance on a separate issue, Apple has invited them to contact us directly.

Sincerely,

Apple Retail Executive Relations
Customer response
07/12/2024

Complaint: 21932466

I am rejecting this response because: I want the boss of ****** from the executive leadership team to give me a call. ************

Sincerely,

*********************
Initial Complaint
07/01/2024
Complaint Type:
Delivery Issues
Status:
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.
Hi BBB, I have a problem I placed an order and my package never arrived, the delivery is false, ask neighbors and surroundings and it is false This order was a gift that I made with a lot of effort for my daughter and everything went wrong, I need help, this is all very sad Please I need help I need my refund, to go make the purchase in person not online help an exception Order number: W1477935382 My daughter is having a bad time and Apple is not helping me.
Business response
07/05/2024
July 5, 2024

Better Business Bureau
************************
******************-3507
BBB Case ID: ********

Dear Better Business Bureau:

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

Apple records confirm the customers order was delivered correctly. As such, Apple declined to issue a refund or credit. The customer was advised to contact local law enforcement towards any further resolution.

Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

Sincerely,

Apple Inc.
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
I received numerous transaction on my checking account in the amount of $273.56, I called Apple and disputed the charges and they stated they see the purchases was from a different account and not mines the dispute was denied without any explanation and I filed anothe dispute it was denied. They refused to give me the account and address the products were delivered to or the phone number that was upgraded which wasn't mine. I do have a complaint with my bank but they can't refund my money. I'm just at a lost because i've never ordered anything from Apple.com online and they looked at my account and verified that i don't do any online shopping with them.
Business response
07/03/2024
July 3, 2024

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

BBB Case #: 21925337

Dear Better Business Bureau:

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

Apple recommends the customer review ********************** Support article View your purchase history for the App Store and other Apple media services, available at *******************************************************.

If the customer cannot locate the debit or credit card charges under their Apple ID(s) and believes they are fraudulent, the customer should contact their financial institution as soon as possible to inquire about canceling the card and removing the unauthorized transactions.

If the customer suspects the transactions are the result of identity theft, consider following these ************************ (***) recommendations:

1) Place a fraud alert and get your credit reports.

2) Report identity theft to the ***.

3) You may choose to file a report with your local police department.

For more information, visit the *** website at *****************************.

Apple will fully cooperate with law enforcement officials and financial institutions who are investigating the unauthorized use of a credit or debit card.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
************* charged me $16.21 for 30 day access to an *** league pass THAT DID NOT WORK. I literally was not able to view ONE SINGLE GAME. Im sure you can view my analytics and see this. I told them about it and cancelled immediately. So it says you gotta wait 30 days to request refund. So I waited; requested refund was denied. It says to appeal. I appeal. Still nothing. So now I am disputing with my card but this company is literal scum trash and needs to burn to the ground.
Business response
07/10/2024
July 10, 2024

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

BBB Case #: 21924397

Dear Better Business Bureau:

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

The following Apple ***** Services Terms and Conditions excerpt(s) may be viewed at *********************************************************************:

B. PAYMENTS, TAXES, AND REFUNDS
You can acquire Content on our Services for free or for a charge, either of which is referred to as a Transaction. Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of ********************** ******************************** then Apple ******************************* 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 ******************************** 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 hardware, if you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: ***************************************************."

If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Contents availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. Terms related to store credit and gift cards/codes are available here: *********************************************************************/giftcards/. For more details about how Transactions are billed, please visit **************************************************. All Transactions are final. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.

H. SUBSCRIPTIONS
The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis (Paid Subscriptions). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit ***************************************************. You will be notified if the price of a Paid Subscription increases and, if required, your consent will be required to continue. You will be charged no more than twenty-four (24) hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period, as displayed on your receipt. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least twenty-four (24) hours before the free trial ends.

N. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
APP MAINTENANCE AND SUPPORT
Apple is responsible for providing maintenance and support for Apple Apps only, or as required under applicable law. App Providers are responsible for providing maintenance and support for Third Party Apps.

Apple records confirm the Paid Subscription was purchased and authenticated via entry of the customers ********************** ID password, Touch ID or Face ID, in accordance with the Apple ***** Services Terms and Conditions. As such, Apple declines the customers refund request, and recommends the customer contact the App Provider for maintenance and support of the Third Party App.

Apple recommends the customer review ********************** Support articles If you want to cancel a subscription from Apple, available at *********************************************************, and Request a refund for apps or content that you bought from Apple, available at *********************************************************.

Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Customer response
07/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Apple Pay is sketchy

Sincerely,

*****************************
Initial Complaint
06/30/2024
Complaint Type:
Billing Issues
Status:
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.
Two Issues: One is refusing access to personal information. The other is refusal to utilize account in order to utilize two Apple products purchased.Preventing access to a Identification account generated under the my personal email of **************************** Credit Card information and other IP information is stored within the account. Due to not being able to gain access to account, I am not able to generate access to use two new Apple IPad products.The Senior Advisor was reluctant to explore any other avenues to remedy the problem. She explained there was no solution or avenue to record this problem so the company could investigate and locate a solution. The sole unwillingness to further seek a solution reflected the company's representative refusing to give me access to my personal information and furthermore withhold my ability to fully utilize the company's new products I purchased.No one or entity should prevent a person's right to their own personal information stored in their company's data base.She also mention deleting my account would blacklist my email from ever having another Apple ID linked to it again.
Business response
07/03/2024
July 2, 2024

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

BBB Case #: 21923505

Dear Better Business Bureau:

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

The customer may reset their ********************** ID password at ******************************************.

At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple ID account. Details regarding privacy at Apple are available at **********************************************.

Apples support site is available at ******************************************, and Apple Support telephone numbers can be found in Apple Support article Contact Apple for support and service, available at ******************************************/en-us/HT201232.

Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
06/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/24 I sent out a group of texts simply reminding Colorado voters in my county to get out and vote. My ID was then deactivated with no warning or explanation and Apple Support will not help me reactivate it. The first person I spoke to at Apple support submitted something requesting it to be reactivated and here is the response I got the next day - " Weve determined that your request does not meet the conditions to reactivate your Apple ID". What conditions??? In subsequent calls to Apple support I was told they could not reactivate it. It is unacceptable to me that I can't reach out to voters via text and that Apple can delete your ID with no warning or explanation. This is also election interference!
Business response
07/08/2024
July 8, 2024

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

BBB Case #: 21922636

Dear Better Business Bureau:

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

Apple appreciates the customers patience while we worked towards resolving this matter.

The issue reported by the customer has been satisfactorily resolved. The account has been reactivated..

Apple considers this matter closed.

Sincerely,

Apple Inc.
Customer response
07/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, even after reactivating my Apple ID they still had my phone number blocked from receiving texts. I have finally resolved that through an online chat with Apple. I was accused of sending out spam! I do not consider a reminder to get out and vote text to be spam.

Sincerely,

*********************************
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an iPhone 15 from this location. The iPhone had an issue with the speaker upon buying it. No one can hear me when switched to speaker mode or FaceTime. I took the phone in and they did a repair that took two hours and when I went to pick up the phone I was told the repair that was done did not fix the issue. Keep in mind this phone is not even a month and a half old. I should have been offered another phone at least but was told they can try some other things. I paid 1400 for this phone. I expected more from Apple than this.
Business response
07/10/2024
July 10, 2024

Better Business Bureau
************************
******************-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, ********************** has invited them to contact us directly.

Sincerely,

Apple Inc.
Customer response
07/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Apple **, used since March 7, 2006, was deactivated by Apple Inc. on June 18 without any notice or explanation. This has caused significant disruption to my personal, professional, and family life.I am requesting assistance in obtaining an explanation from Apple on the reason for deactivation of my Apple **. Review of practices regarding deactivation and consumer rights. And most importantly, facilitating the reinstatement of my Apple ** with an appropriate apology from Apple for significant inconvenience caused.After contacting ***************** the initial ticket submitted to reactivate was reviewed and denied by the Apple system within 3 minutes, indicating no person was involved. Despite speaking with multiple advisors and senior advisors, none could provide a reason for the deactivation or assist in resolving the issue. Multiple Advisors escalated my case to Apple Engineering without success. Additionally a charge of $17.59 processed on my card after the ** was deactivated and this payment cannot be located in Apples system. I have no way to determine if this is fraud!As the organizer of a Family Share plan, my wifes and daughters accounts are also affected. They could be forced to create new Apple **s, resulting in loss of iMessage history, group memberships, and access to purchased apps.All my Apple devices (MacBook, iPhone, Apple Watch, Apple TV) are activation locked. Unlocking will require proof of purchase and result in a factory reset, causing total data loss (photos, apps, purchases, etc.). All purchases through Apple since 2006 are inaccessible. My iCloud+ data, including phone backups and photos, is no longer accessible despite years of payments.Despite spending over 10 hours on the phone with Apple representatives, I have received no explanation or process to regain access. I am hopeful that the BBB can assist in resolution of this issue. Thank you for your time and assistance.
Business response
07/09/2024
July 9, 2024

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

BBB Case #: 21917659

Dear Better Business Bureau:

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

Apple appreciates the customers patience while we worked towards resolving this matter.

The issue reported by the customer has been satisfactorily resolved. The account has been re-activated.

Apple recommends the customer review ********************** Support article View your purchase history for the App Store and other Apple media services, available at *******************************************************.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Customer response
07/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************

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