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Business Profile

Home Electronics

Apple Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Electronics.

Complaints

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

Find a Location

Apple Inc. has 222 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Apple Inc.

      1 Apple Park Way Cupertino, CA 95014-0642

    • Apple Inc.

      10030 Little Patuxent Pkwy Columbia, MD 21044

    • Apple Inc.

      5500 Buckeystown Pike Frederick, MD 21703-8331

    • Apple Inc.

      1220 Market St Lynnfield, MA 01940-4049

    • Apple Store

      210 Andover St Unit W145 Peabody, MA 01960-1681

    Customer Complaints Summary

    • 9,483 total complaints in the last 3 years.
    • 3,479 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was incorrectly charged for an app subscription that I did not purchase. I signed up for a FREE 7 DAY TRIAL and I was charged immediately. I called Apple and was told I could not sign up for the trial, I then asked why would it be offered if I cannot sign up for it? I cancelled immediately and was still charged! Apple is telling me it will take 30 days to receive a refund. I'm sorry I cannot just wait around on almost $100 dollars. I called and asked for the charge to be reversed since it is a pending charge and all pending charges are not finalized and they told me they could not do anything but submit a request and wait to see if it was approved or not. I do not agree with fraudulent charges and then no help from customer service from a multi billion dollar company. I am embarrassed to have supported this company for the last 15 years. I will be switching to Samsung immediately.

      Business Response

      Date: 08/15/2022

      Business Response /* (1000, 5, 2022/08/01) */ August 1, 2022 Better Business Bureau **************************************** BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. Apple appreciates the customer's patience while we worked towards resolving this matter. The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's subscription issue. Please refer to your financial institution for inquiries on funds availability. If you require further assistance, please contact Apple Support at https://getsupport.apple.com. Apple considers this matter closed. Sincerely, Apple Inc.

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 believe after experiencing the run around by apple online services trying to understand the apple educational promotion prompting extra fees in the subtotal of an attempted purchase, that the apple educational promotion is a false advertisement. One so clearly worded with what it's supposed to do bs what it does "get a Mac or iPad at a discounted price. And received up to a $150 gift card" which is not the case, which I believe Scans college students into unknowly buying what is supposed to be a free $150 gift card.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/08/05) */ August 5, 2022 Better Business Bureau *************************************************************** 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:07/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have an iPhone on my TMobile plan covered by TMobile 360. The phone began to experience issues and 360 referred us to AppleCare for Apple products. It was painful to set up the replacement, as my dil has the phone with my active duty son in NC and I am in VA. Fi ally got the new phone. Was the wrong phone, so TMobile had to help with transferring all to new phone . Took 1 week to figure out Apple sent wrong phone. Then my 5 month old grandson became ill and transported to the nicu in a pediatric hospital 2.5 hours away from their house. *** left phone at house because she was worried about her baby. She sent the phone in asap when back home. She has paperwork to prove this dramatic story, but I told her Aplple is looking at a HIPPA VIOLATION if that is the only way to resolve this issue. Apple must believe that they are above the law to ask for a child's medical records to refund 568.00. Apple refuses to refund the 568.00 AppleCare deposit I provided for the transaction. Apple has the phone and my 568.00. I didn't realize things were so bad for Apple that they need to kerp my 568.00 deposit. And they refuse to speak with me about it, as MY PHONE ON MY PLAN THAT I PAY FOR is under the dil Apple ID. And I used MY debit card. I want the "deposit" refunded to MY DEBIT CARD. Apple is a joke. The customer service is definitely lacking and I will not pay for another Apple product ever again.

      Business Response

      Date: 08/01/2022

      Business Response /* (1000, 6, 2022/07/29) */ July 29, 2022 *************************************************************** BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. Apple appreciates the customer's patience while we worked towards resolving this matter. The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's repair billing issue. Apple considers this matter closed. Sincerely, Apple Inc. Consumer Response /* (2000, 7, 2022/07/26) */ Deposit was refunded.

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Purchased a phone through Apple that was going to give me a $400 credit when trading in my old device. This transaction was cancelled due to an Apple representatives error and now Apple refuses to refund/credit me the $400.

      Business Response

      Date: 07/29/2022

      Business Response /* (1000, 5, 2022/07/22) */ July 22, 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 Consumer Response /* (2000, 7, 2022/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 the mall of georgia Apple branch in hopes that they would resolve technical issues in my phone being that whenever i want to charge it, it will mot chargé and whenever i Connect it to bluetooth or just a AUX cord, it will not play. They proceeded to tell me that i would either have to pay for the repair and that they wouldnt be at fault if information on my phone gets lost. Ive only had my phone for about a year and it should still be under warranty. I want my phone to either be fixed or exchanged for another phone.

      Business Response

      Date: 08/12/2022

      Business Response /* (1000, 5, 2022/07/28) */ July 28, 2022 Better Business Bureau 1112 S. Bascom Avenue San Jose, CA 95128 BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. Apple was unable to locate the customer's Apple product based on the information provided. The Apple product serial number is required to investigate this issue. As such, Apple invites the customer to respond with the Apple product serial number. The serial number can be located by following instructions in Apple Support article "Find the serial number of your Apple product", available at https://support.apple.com/en-us/HT204308. iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service. Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at https://www.apple.com/support/products. 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 Sincerely, Apple Inc.

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 an iPhone 13 pro Max last year on september 27,2021 spending around $1300 , however I lost my phone in January of this year and was able to get back my phone last Monday July 11,2022. went to an apple store to get the other persons information removed and filled out an activation lock removal request online attaching receipt as proof of purchase, However to day I got an email form apple support saying they "can't process my request" and it was a final decision. how is that okay ? how am I not able to use my phone I paid a lot for ? and I can't even contest the they're action. how are they helping the person who stole from me but not me the person who paid for the product.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 5, 2022/08/01) */ August 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's feedback regarding Find My - Activation Lock, Apple ID, and Apple ID two-factor authentication, as Apple treats all customer concerns with paramount importance. Find My includes Activation Lock, which is a feature designed to prevent anyone else from using your iPhone, iPad, or iPod touch, if it's ever lost or stolen. Activation Lock turns on automatically when you turn on Find My on your device. After it's turned on, Apple securely stores your Apple ID on its activation servers and links it to your device. Your Apple ID password or device passcode is required before anyone can turn off Find My, erase your device, or reactivate and use your device. If you can't find your Apple ID or reset your password, you'll lose access to your account and might be unable to use or reactivate your device. To help prevent this, visit your Apple ID account page https://appleid.apple.com periodically to review and update your account information. Two-factor authentication is an extra layer of security for your Apple ID designed to ensure you're the only person who can access your account, even if someone knows your password. To keep your account as secure as possible and help ensure you never lose access, you should remember your Apple ID password, use a device passcode on all your devices, keep your trusted phone number(s) up to date, and keep your trusted devices physically secure. If you can't sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account https://support.apple.com/en-us/HT204921. If you generated a recovery key, you can use your recovery key to regain access to your account instead https://support.apple.com/en-us/HT208072. Using a recovery key is more secure, but it means you're responsible for maintaining access to your trusted devices and your recovery key. If you lose both of these items, you could be locked out of your account permanently. Although Apple Support can answer questions about the account recovery process, we cannot verify your identity or expedite the process in any way. Apple provides various resources and features to help customers manage their Apple ID and devices. Some of these resources are noted below: "Activation Lock for iPhone, iPad, and iPod touch", available at https://support.apple.com/en-us/HT201365. "How to remove Activation Lock", available at https://support.apple.com/en-us/HT201441. "If you forgot your Apple ID password", available at https://support.apple.com/en-us/HT201487. "Two-factor authentication for Apple ID", available at https://support.apple.com/en-us/HT204915. 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 https://www.apple.com/privacy. Apple considers this matter closed. Sincerely, Apple Inc. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am aware of the resources available and submitted request to apple support which was denied if even though I have more than enough evidence showing I am the original owner of this phone. that is the whole reason for the complaint. case number is ************ and with regards to privacy, if apple is so big on privacy how was the people who stole my phone where able to remove my iCloud account and get into the phone ? Business Response /* (4000, 9, 2022/08/11) */ August 11, 2022 Better Business Bureau **************************************** BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. Apple's August 1, 2022, response to the Better Business Bureau remains unchanged. Apple considers this matter closed. Sincerely, Apple Inc. Consumer Response /* (4200, 11, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) both responses are non responses and shows their unwillingness to look into the individual case or help in any way without any accountability

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Date of Transaction: July 11, 2022 I submitted a refund request through Apple due to a minor making unauthorized charges. The amount of the charges ranges from $6 to 324 dollars. The purchases that the minor made was an app called Roblox and Twitch. When I submitted my request Apple came back stating "We reviewed our claim, and your purchase doesn't meet conditions for a refund." I submitted an Appeal because it allowed to submit an Appeal, I explained how a minor made these purchases and I did not authorize. I asked to speak with a representative they stated that on their end they were not able to refund me my money. I asked what changed because I have gotten refunds before for the same issue. I asked to speak with a manager she stated she was a manager/supervisor there was nothing in her end that she can do to overturn the decision. Out of all the purchases that were made Apple refunded two transactions of $6.48 dollars that was it.

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/04) */ August 4, 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 SERVICESPAYMENTS, TAXES, AND REFUNDSYou 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." "ACCOUNTUsing our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised." "G. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)IN-APP PURCHASESApps may offer content, services or functionality for use within such Apps ("In-App Purchases"). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases - separate from any authentication to obtain other Content - by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen minutes without re-authenticating unless you've asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: https://support.apple.com/HT201304." Apple provides various resources and features to help customers monitor and manage their child's device usage and purchase capabilities. Some of these resources are noted below: Require a password for App Store and iTunes purchases: https://support.apple.com/en-us/HT204030 Use parental controls on your child's iPhone, iPad, and iPod touch: https://support.apple.com/en-us/HT201304 Prevent in-app purchases from the App Store: https://support.apple.com/en-us/HT204396 Approve what kids buy with Ask to Buy: https://support.apple.com/en-us/HT201089 Use Restrictions in iTunes on your PC: https://support.apple.com/en-us/HT201659 Restrict access to content on Apple TV: https://support.apple.com/guide/tv/restrict-access-to-content-atvbbaf126df/tvos Use Screen Time on your iPhone, iPad, or iPod touch: https://support.apple.com/en-us/HT208982 Use Screen Time on your Mac: https://support.apple.com/en-us/HT210387 As describe in the excerpts above, In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID. Apple appreciates the customer's patience while we worked towards resolving this matter. The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's refund issue. Apple considers this matter closed. Sincerely, Apple Inc.

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 an Apple Watch with the optional extended warranty from Apple care plus which I pay monthly for. The company guarantees the watch from mechanical issues for one year and extends that warranty as long as you pay the monthly fee. I pay the fee every month. My original watch the screen stopped working every time you touch the screen it shut the screen off. I waited hours at the Apple store for them to send the watch in for replacement. I received the watch back not fixed. I spent more hours at the Apple store for them to say they would simply only be able to send it back to the same repair center that sent me the broken watch back. They sent it back to the repair center and they sent me back a "refurbished" watch that the batter died within an hour of removing it from the charger. Apple refuses to perform a repair on the watch and keeps sending me watches that do not work. The warranty claim needs to be discontinued if the company outright refused to warranty their products. I will post as many negative reviews of this product as possible. I have every Apple product Apple makes and I will transition to Samsung who actually follows through on their warranty claims. Apple clearly utilized warranty claims to get people to purchase their products. I do not wish to continue spending hours at the store. So far with phone calls and wait time at the Apple stores I've spent almost 16 hours trying to get a warranty repair simply to continue receiving defective products and an outright refusal to repair the watch.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 5, 2022/08/01) */ August 1, 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." "WHAT WILL APPLE DO IN THE EVENT THE WARRANTY IS BREACHED? If during the Warranty Period you submit a claim to Apple or an AASP in accordance with this warranty, Apple will, at its option: (i) repair the Apple Product using new or previously used Apple genuine parts that have been tested and passed Apple functional requirements, (ii) replace the Apple Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product - e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements, or (iii) exchange the Apple Product for a refund of your purchase price." Apple records confirm the customer's Apple Watch was purchased on April 22, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. The customer's Watch was exchanged on July 20, 2022, per the terms and conditions of the Apple One (1) Year Limited Warranty. On July 21, 2022, the customer contacted Apple reporting technical issues with the replacement Watch. While Apple offered technical support and troubleshooting steps to resolve the issue, the customer declined. Apple also offered all available service options, however, the customer declined. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer's refund request. However, we will continue to provide support for the Watch under the Warranty. If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com. Apple considers this matter closed. Sincerely, Apple Inc. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not one time did I decline anything. Apple sent me my watch "replacement" back as the very same watch. That is NOT a replacement. When I spoke with the rep. They told me that the watch software was updated. Yet the issue persisted. I followed all "troubleshooting steps" the support techs gave me. Every one. So I'd love to understand d how that is declining. This company clearly has no issues lying. I will never purchase apple products again and will do everything I can to help others not make the same mistake I did. Business Response /* (4000, 9, 2022/08/10) */ August 10, 2022 Better Business Bureau **************************************** BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. Apple's August 1, 2022, response to the Better Business Bureau remains unchanged. Further, Apple recommends the customer check the replacement Apple Watch serial number, which will confirm it is not the original Apple Watch. Alternatively, the customer may review the customer's initial Better Business Bureau complaint, in which the customer acknowledges having received a replacement. Apple considers this matter closed. Sincerely, Apple Inc. Consumer Response /* (4200, 11, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The responder from Apple is not correct. If the responder actually reviewed the history the responder would see that the initial watch I sent them. Was retuned with absolutely nothing done more than a software update. The exact same watch was returned to me with no repair done. The responder is mistaken. Once I received the VERY SAME WATCH IN RETURN. they finally offered to replace the watch. And they sent me a different watch. After countless phone calls and countless messages. You will have to battle with this company to get them to do what they say they will do. And then when you state facts as I have in this case. They will make more false claims that they did in fact send a different watch the first time. Which is absolutely false. The replacement watch they sent me has a battery that would last an hour at best. I bought a brand new watch. And received a replacement that had a battery that didn't stay on for more than an hour. That's "comparable" absolutely not. They state they will replace. And when they FINALLY do. It's in worse condition than what you bought.

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 3/19 my iphone 12 pro was left at a restaurant around 4pm. I tried to track my phone with find my iphone and the last location the phone showed was the location I was at 3/18 at 3pm, The last location was not even at my hotel where I spent the night at. I contacted apple to find out how this could happen, and they told me there was a software glitch that took place during the time. I explained since the glitch due to apple software contributed to me not being able to track my phones last location resulted in me not being able to recover it could apple replace the phone. I was told to reach out to Assurant to try to get a replacement even if I did not have insurance on the phone which was incorrect. I need assistance with getting the cost of the replacement phone covered

      Business Response

      Date: 09/06/2022

      Business Response /* (1000, 5, 2022/08/01) */ August 1, 2022 Better Business Bureau **************************************** BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. While Apple empathizes with the customer's situation, Apple does not have a formal flagging process for reporting lost or stolen Apple products. When a customer contacts Apple regarding a lost or stolen product, we refer the customer to their local law enforcement agency or insurance investigator, with whom Apple will fully cooperate so the theft can be properly investigated. The customer may also consider inquiring with their insurance provider(s) to determine if they have coverage for loss or theft. Although Apple provides customers the option to purchase AppleCare+ with Theft and Loss at the time of an iPhone purchase, or within 60 days of the iPhone purchase, Apple records confirm the customer's iPhone was not covered by AppleCare+ with Theft and Loss. Additional information regarding AppleCare+ and AppleCare+ with Theft and Loss is available at https://www.apple.com/support/products/iphone. Apple declines the customer's requests for compensation or a complimentary product replacement. Apple recommends the customer review Apple Support article "If your iPhone, iPad, or iPod touch is lost or stolen", available at https://support.apple.com/en-us/HT201472. 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 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, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The glitch in the Apple software is what attributed to my phone being lost. Apple has the technology to track the location of the phone but this feature was not working properly and had not tracked my location for over 24 hours prior to the phone being lost. Apple should take responsibility for their software not working properly. Business Response /* (4000, 9, 2022/08/15) */ August 15, 2022 Better Business Bureau **************************************** BBB Case #: ******* Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. Apple's August 1, 2022, response to the Better Business Bureau remains unchanged. Apple considers this matter closed. Sincerely, Apple Inc.

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Greetings, My name is **************** in which I own a MacBook Pro for my personal laptop in which I am dependent on to run my business. Prior launching my business, I spent my last $3k on this laptop and two years later I am having issues in which the repair process is disgusting. I visited the Genius Bar in Grand Central Station in which I was informed they would need my laptop for 3-5 weeks. Unfortunately, I cannot be without a laptop for more than a day as this is how I run my business. I was told Apple does not give out loners, I should buy another laptop then return it (which is absurd). I provided my updated contact information which includes my emails so they could email me when the part came in. The rep did not record the information and when I called I was informed the part was returned and I would have to wait an additional 3-5 weeks and again no loaner. This is the brief narrative, I can elaborate if needed. As a small business owner, my laptop is ESSENTIAL. I should not have to keep calling or even writing this email. If you want to take a product for more than a day, provide a loaner. I was also told you are not a business customer. Just because I did not purchase all of technology at one time because of the 4k minimum, I use Apple at my business as all of my staff operate on IMac's. The bottom issue is my laptop is still damaged, I have a line in the middle of my screen, the laptop gets so hot it burnt my leg and the battery randomly charges. I would like this to be fixed immediately/same day or provide a loaner if it cannot be fixed in one day or provide me with a new laptop (same one). I am stuck with a laptop that is broken. Again, as a small business owner, I NEED MY LAPTOP. This is how I make a living, pay my staff and build my business.

      Business Response

      Date: 09/06/2022

      Business Response /* (1000, 5, 2022/08/03) */ 3 August 2022 Better Business Bureau **************************************** Case# ******* Dear Better Business Bureau: Thank you for your recent correspondence to the executive offices of Apple. This office has attempted to contact the customer associated with the above referenced Better Business Bureau case several times. Because we have not received a response, Apple must assume, this issue has been resolved to the customer's satisfaction. Should the customer reply to our outreach attempts, Apple will address any remaining concerns. Sincerely, Apple Online Store Executive Relations Apple Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please be advised that no-one has contacted me, so that is a blatant lie. Business Response /* (4000, 9, 2022/08/19) */ 19 August 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 achieved regarding the concerns expressed in their complaint to the Better Business Bureau. Apple has invited the customer to contact us directly with any questions or concerns. Sincerely, Apple Online Store Executive Relations Apple

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