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Business Profile

Home Electronics

Apple Inc.

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 9,771 total complaints in the last 3 years.
    • 3,528 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.

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    Complaint type

    • Initial Complaint

      Date:06/22/2025

      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 called AppleCare who scheduled an appointment for me to drop off my iMac to the Apple store located at *******************************************, telephone number ************** for a ***air in February 2025. They informed me via email that it was ***aired. When I went to pick up the **** the ***air *** met me outside (near ************* and gave me the iMac as I am physically unable to do so. Upon opening the package I realized they gave me the wrong iMac. I called and scheduled to return the iMac, Upon my arrival they met me outside (again near ************) and placed the correct iMac inside of my vehicle as again. After receiving my ****, it worked until June 2025. I scheduled another ***air and brought the **** back to the store. I had difficulty carrying the computer down the stairs so a *** from the store carried it in for me. I had to leave it again for ***airs. I was informed via email that the **** was ready. I traveled to the store and called to inform them that I was outside and to have someone meet me to help with the iMac. I was told that ***** can meet me outside and I would have to come into the store. I explained that I am injured and it is difficult to come in the store. I was told to have someone pickup the **** on my behalf. I explained that I dont have anyone to help. I was transferred to a manager named **** who was very disrespectful and rude and told me just to go to the other entrance. I explained that I could not use that entrance. I explained that I will file a complaint. I called AppleCare and filed a complaint. They called the store who still would not help. I offered to have the **** shipped to me and they stated that they could not update the ***air order for shipment. I was told I have 60 days to pick up the iMac or get someone else for pickup. I have had to endure bad ***airs, receiving the wrong computer and mistreatment all while I am injured. I would like some assistance in getting the **** back to my home.

      Business Response

      Date: 06/24/2025

      June 24, 2025



      Better Business Bureau
      1112 S Bascom Ave.
      San Jose, CA 95128-3507
      BBB Case ID: 23504174


      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 Inc.

      Customer Answer

      Date: 06/25/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23504174.

      A representative from the Apple store met with me on June 24th, 2025, verified my identification and placed the iMac inside of my vehicle.

      This resolution is satisfactory to me.


      Best Regards, 



      Frednae Margot Knight

    • Initial Complaint

      Date:06/21/2025

      Type:Product 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.
      My sons apple password was changed and due to use family sharing my account was Charged ******. My bank flagged the charge as fraudulent and blocked my card.I reached out to Apple but they refuse to refund my money back. I never authorized this charge

      Business Response

      Date: 06/30/2025

      June 30, 2025






      Better Business Bureau
      1112 S. Bascom Avenue
      San Jose, CA 95128


      BBB Case #: 23501526






      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. 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. or Apple Services Pte. Ltd., then that entity 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. or Apple Services Pte. Ltd., as applicable, 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 Apple 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: https://support.apple.com/HT204030."


      “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. Terms related to store credit and gift cards/codes are available here: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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.“


      “C. ACCOUNT 
      Using our Services and accessing your Content may require an Apple Account. An Apple Account (previously called 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. TERMINATION AND SUSPENSION OF SERVICES
      If you fail, or Apple suspects that you have failed, to comply with any of the provisions of this Agreement, Apple may, without notice to you: (i) terminate this Agreement and/or your Apple Account, and you will remain liable for all amounts due under your Apple Account up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.


      Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights.”


      Transactions must be authenticated by entering the Apple Account password, or using Touch ID or Face ID, and Apple records confirm the Transaction was billed in accordance with the Apple Media Services Terms and Conditions.


      Apple received one or more chargebacks from the customer's financial institution. A chargeback indicates the financial account holder initiated a dispute with their financial institution for Transactions which may be considered fraudulent or unauthorized. As a result of the chargeback(s), Apple refunded the associated Transaction(s), disabled the customer’s account, and banned the customer’s payment method as a preventative measure against the possibility of additional unauthorized activity.


      Chargebacks and other activities in violation of the Apple Media Services Terms and Conditions may result in the termination of a Media Services account.


      The customer may contact Apple at 1-800-275-2273 for assistance verifying the account holder for the Apple Account and discussing reenabling the account. The customer must also utilize an alternative payment method by following instructions in Apple Support article “If you need to change or update your Apple Account payment method”, available at https://support.apple.com/en-us/118293.


      If the customer is concerned an unauthorized person might have access to their Apple Account, Apple recommends the customer carefully review Apple Support articles “If you think your Apple Account has been compromised”, available at https://support.apple.com/en-us/102560, and “Security and your Apple Account”, available at https://support.apple.com/en-us/102614.


      Apple recommends the customer review Apple Support articles “If you want 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 considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 06/30/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23501526, and find that this resolution is satisfactory to me.




      Sincerely,



      Diana Leflore

    • Initial Complaint

      Date:06/21/2025

      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.
      My daughter, who is 13, purchased Apple Fitness+ for 5 months without my consent. She was not authorized to pay for a recurring charge, and she said she didn't understand how that occurred until she saw her Apple pay balance dramatically reduced. I had my daugher cancel the subscription immediately, then I went to the Apple website to requset refunds. However, I was only able to request the last 2 charges. I called Apple customer service and was informed that anything over 3 months old cannot be refunded. I said I may have to report this to BBB and was told go ahead. Since the first month of use was complimentary, I am requesting 2 months of charges (totaling $21.64) that Apple is not willing to refund. This was a subscription that my minor daugher purchased but did not understand, and Apple is willing to sacrifice a relationship with my family, who have purchased over $20,000 worth of Apple products. The amount is trivial but it's a principle thing. This is stealing and taking advantage of my minor daughter.

      Business Response

      Date: 07/07/2025

      July 7, 2025






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


      BBB Case #: 23500860






      Dear Better Business Bureau:


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


      The issue reported by the customer has been satisfactorily resolved. The order was refunded on June 22, 2025, to the original payment method. Refunds may take up to 30 days to be processed and reflected by the customers financial institution.


      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 Answer

      Date: 07/07/2025

       
      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

      Date:06/21/2025

      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.
      iPad Air JG9WW146MY Date of Purchase: January 12, 2025 Repair ************* Original Issue:Unable to power on I am filing this complaint because Apple is refusing to honor the active warranty on my iPad, citing a minor cosmetic ding on the enclosure as the reason. The device suddenly stopped workingit will not turn on, charge, or respond in any way. This is clearly an internal hardware failure, not damage caused by misuse or impact.Despite this, Apple has denied warranty service, claiming the small ding disqualifies the entire device from coverage. There is no evidence or explanation given to support the claim that the superficial **** caused the internal failure.When I asked for clarification, I was told any visible physical damageno matter how minor or unrelatedvoids the warranty entirely. That is an unreasonable and deceptive practice. Cosmetic wear and tear should not invalidate a warranty unless it can be shown to have caused the problem.This effectively renders Apples warranty meaningless, as any small external blemish can be used to deny service for unrelated internal defects.?Resolution Sought:I want Apple to honor the existing warranty and either:******** the iPad under warranty as required, or 2.Replace it if the issue cannot be repaired.I am not seeking a courtesy or favorI am simply asking Apple to comply with its own warranty terms and not use a clearly unrelated cosmetic issue as an excuse to deny coverage.

      Business Response

      Date: 06/25/2025

      June 25, 2025




      Better Business Bureau
      1112 S Bascom Ave.
      San Jose, CA 95128-3507
      BBB Case ID: 23500079


      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 Inc.

    • Initial Complaint

      Date:06/20/2025

      Type:Product 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 submitted an AppleCare+ service request for a replacement iPhone 13 Pro Max under Repair Number R655744144 on April 24, 2025. As of June 20, I have still not received the replacement device, and ********************** has failed to provide a clear resolution or timeline.I have contacted Apple Support multiple times by phone and have visited the Apple Store in person, but neither the senior advisors nor the store manager have offered any reasonable resolution. I continue to be told to wait with no progress being made.Due to this failure, I was forced to purchase a temporary Android phone to stay connected, and I have missed important business-related calls, resulting in potential financial loss and customer ****************** a loyal ********************** customer for over 10 years, I am deeply disappointed by this experience and the lack of urgency and accountability shown by Apple regarding a service covered under AppleCare+.?Desired Resolution:I am requesting:1.Immediate delivery of my replacement iPhone 13 Pro Max 2.A formal explanation and apology 3.A gesture of compensation (such as store credit or refund of AppleCare+ fees) for the prolonged delay, financial disruption, and poor customer experience

      Business Response

      Date: 06/27/2025

      June 27, 2025








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

    • Initial Complaint

      Date:06/20/2025

      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.
      Originally I had issues with the face recognition on my iPhone 14 max and called apple support around February 2025. The agent troubleshooting the issue and still not able to correct the issue but provided a work around. He stated if it continues he put notes on my profile. In case the hope needed to go into the Apple Store. The phone was working fine until the end of May 2025 the phone was over hearing, the touch and screen not responding and still the face recognition not working. I call apple support and they set me up to take the phone into the Apple Store. The young man take took my case was not listening and made the experience awful. Causing anxiety at the highest level because he said I would lose my person and business files with the refresh of the software and hardware if they send the phone out. He attempted to remove and insert the software and this didnt work and he said the phone would have to be shipped out. In this car I got a loaner phone. Yesterday I picked up my device and asked if it was a replacement or repair, the store stated it was a replacement because the phone could not be repaired. I find that odd because the apps are there as well as all my Bluetooth devices which lets me phone this is the same phone and not a replacement. Request someone with experience to explain what Apple did regarding this device??Replace my screen protector that was removed and tossed.Explain the purpose of paying for apple care when no one is actually helping the situation?Coach your **** to return screen protectors to the customer.Replace the device as promised or upgrade it to most resent one for my inconveniences

      Business Response

      Date: 07/01/2025

      July 1, 2025








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




      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 while this may not happen in all instances, we anticipate reaching a satisfactory resolution regarding their concerns. Apple has invited them to contact us directly while we continue to support their issue.


      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/20/2025

      Type:Product 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 a new iPhone (iPhone 13 Pro) online. Once I received my purchase, I then went to the store (Location: *********************************) to have my data transferred from my old phone (iPhone 11) to my new phone (iPhone 13 Plus), including my AppleCare subscription. When I went to cancel my AppleCare subscription today (on 6/20/2025), I discovered this service was never on my phone and from December 2021 to date I have been making monthly payments for AppleCare on a phone that is no longer in my possession or for my own use. I have provided proof of purchase of both my iPhone 11 and 13, but the company insist that I must have proof of a trade-in to obtain back payments. Even when the serial number of the old ******** is looked up, the phone is in the possession of someone else. So far they have only agreed to cancel the reoccurring payments and refund the last payment. I would like all payments returned to me following the purchase of my iPhone 13 Plus. At the very least I would accept a credit towards the purchase of a new phone.

      Business Response

      Date: 06/25/2025

      June 25, 2025






      Better Business Bureau
      1112 S. Bascom Avenue
      San Jose, CA 95128


      BBB Case #: 23497434






      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/docs/applecareplusnaen.html:


      “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.”


      “2. Plan Term and Renewal
      Plan coverage begins when you purchase the Plan and continues, unless cancelled, through the date specified in your Plan Confirmation (the “Plan Term”). 


      For Monthly Plans, your Plan Term is one (1) month. Your Plan will automatically renew each month unless cancelled as set forth in the “Cancellation” Section 9 below, including in the event that Apple is no longer able to service your Covered Equipment due to the unavailability of service parts, in which case Apple will provide you with thirty (30) days’ prior written notice of cancellation, or as otherwise required by law.”


      “9.  Cancellation
      9.1 Your Cancellation Rights
      Regardless of your method of purchase, you may cancel this Plan at any time for any reason.”


      Apple records confirm the customer’s iPhone 11 was purchased on January 18, 2020, and it was covered by AppleCare+ for iPhone until the customer canceled the Plan on June 20, 2025. The customer was able to cancel the Plan at any time for any reason by following the steps outlined in the Plan terms or article below. However, Apple has no record of the customer canceling the Plan or trading in or returning the device. As such, Apple declines the customer’s request to refund the monthly Plan renewals, and invites the customer to follow up with Apple Support should they have documentation confirming the device was traded-in or returned to an authorized location.


      Apple recommends the customer carefully review Apple Support article “Cancel or change the payment method for your AppleCare plan”, available at https://support.apple.com/en-us/118218.


      Apple’s support site is available at https://support.apple.com, and Apple Support telephone numbers can be found in Apple Support article “Contact Apple for support and service”, available at https://support.apple.com/en-us/HT201232.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/20/2025

      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 started noticing muffled noise in my AirPods Pro I tried to trouble shoot the problem by cleaning them with distilled water but they still have muffled noise Im writing this complaint requesting a replacement pair

      Business Response

      Date: 06/25/2025

      June 25, 2025






      Better Business Bureau
      1112 S. Bascom Avenue
      San Jose, CA 95128


      BBB Case #: 23495390






      Dear Better Business Bureau:


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


      The following Apple One (1) Year Limited Warranty – Accessory excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/accessory-warranty-english.html:


      “Your Apple-branded or Beats-branded hardware product (“Product”) is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase (“Warranty Period”) when used in accordance with Apple`s user manuals (refer to www.apple.com/support/country). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party. If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or parts that are equivalent to new in performance and reliability, (2) exchange the Product with a product with equivalent functionality formed from new and/or previously used parts that are equivalent to new in performance and reliability or with your consent, a product that is at least functionally equivalent to the product it replaces, or (3) refund the original purchase price. This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship and, damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship.”


      Apple records confirm the customer’s AirPods Pro was purchased on August 1, 2020, and it was covered by the Apple One (1) Year Limited Warranty – Accessory through July 31, 2021. The customer’s AirPods Pro is approximately four years outside of the Warranty Period. As such, Apple declines the customer’s request for a covered repair or replacement, and invites the customer to contact Apple to determine whether the AirPods Pro requires out-of-warranty service.


      AirPods service information and pricing is available at https://support.apple.com/airpods/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.


      Apple’s support site is available at https://support.apple.com, and Apple Support telephone numbers can be found in Apple Support article “Contact Apple for support and service”, available at https://support.apple.com/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

      Date:06/19/2025

      Type:Product 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.
      To Whom It May Concern,I am filing this complaint because Apple denied my requests for refunds related to unauthorized and inaccessible App Store charges that occurred during a period of medical disability. I suffered my second stroke on April 30, 2025, and was hospitalized and under intensive care through May and June. During this time, I experienced cognitive fatigue and impairment, and was not in a condition to manage my Apple account.Despite explaining my medical condition to Apple Support and appealing for disability-related consideration, my refund requests were denied with no further review allowed.The charges in question are:1. NetShort Weekly VIP Subscription:$24.99/week, charged 6 times from May 3 June 14, 2025 Total: $149.94 Apple refunded an initial $14.99 one-time charge, but denied refunds for the six recurring charges that followed, which I did not knowingly authorize while disabled.2. Three Inactive Subscriptions (now cancelled):AI 1 Week Plan $9.99 Contacts+ Premium $15.99 ************************ $119.99 Total: $145.97 These apps are no longer active on my account. I was told by an Apple phone advisor to pay first and request refund later, but then told by a supervisor that refunds were not guaranteed.I have only ever disputed one charge in my history with Apple and have always been a responsible customer. I now cannot fully access my ********************** ID and have been advised to pursue a bank dispute but I fear that doing so may result in my account being locked or restricted.This situation has caused extreme stress and financial hardship during my recovery. I am asking Apple to honor its accessibility commitments by:Refunding $149.94 for NetShort subscription charges Refunding $145.97 for the three canceled app charges Restoring full access to my Apple ID Confirming that bank disputes will not jeopardize my account access Thank you,*** ********* Apple ID: ***************************

      Business Response

      Date: 06/25/2025

      June 25, 2025






      Better Business Bureau
      1112 S. Bascom Avenue
      San Jose, CA 95128


      BBB Case #: 23494304






      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. 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. or Apple Services Pte. Ltd., then that entity 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. or Apple Services Pte. Ltd., as applicable, 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 Apple 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: https://support.apple.com/HT204030."


      “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. Terms related to store credit and gift cards/codes are available here: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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.“


      “G. TERMINATION AND SUSPENSION OF SERVICES
      If you fail, or Apple suspects that you have failed, to comply with any of the provisions of this Agreement, Apple may, without notice to you: (i) terminate this Agreement and/or your Apple Account, and you will remain liable for all amounts due under your Apple Account up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.


      Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights.”


      “I. 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. 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.”


      In order to acquire Apple Media Services Content, the customer must click the button labeled Buy, Free, Subscribe, or a specific price. The customer is then prompted to authenticate the Transaction at the price specified on the following screen by entering the Apple Account password, or using Touch ID, or Face ID.


      Apple records confirm the Paid Subscriptions were purchased and authenticated via entry of the customer’s Apple Account password, Touch ID or Face ID, and renewed in accordance with the Apple Media Services Terms and Conditions. As such, Apple declines the customer’s refund request.


      Chargebacks and other activities in violation of the Apple Media Services Terms and Conditions may result in the termination of a Media Services account.


      The customer may review Apple Support articles “If you want to cancel a subscription from Apple”, available at https://support.apple.com/en-us/118428, and “Request a refund for apps or content that you bought from Apple”, available at https://support.apple.com/en-us/118223.


      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:06/19/2025

      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.
      Apple Ipad Pro was purchased and it is currently out of manufacturing warranty by 15 days. Device stopped working and store reviewed the device and confirmed they cannot diagnose the cause and since it is out of warranty and apple care was not purchased, nothing can be done. I am left with dead device that even the manufacturer cannot tell why its not working and because I didnt purchase additional cover, they refuse to provide any service. *********** senior advisor named **** took my call and since i didnt agree with what he was saying, he hung up a call on me. I see this definitely an issue with the device defect, or this device was designed to fail after one year for those without apple care to not get any help.

      Business Response

      Date: 07/02/2025

      July 2, 2025






      Better Business Bureau
      1112 S. Bascom Avenue
      San Jose, CA 95128


      BBB Case #: 23493409






      Dear Better Business Bureau:


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


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


      Apple appreciates the customer’s patience while we worked towards resolving this matter.


      The issue reported by the customer has been satisfactorily resolved.




      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23493409, and find that this resolution is satisfactory to me.




      Sincerely,



      Jihwan Yoo

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