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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

    • 9,762 total complaints in the last 3 years.
    • 3,531 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:06/13/2025

      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.
      Complaint Title:Apple refused refund for undelivered ChatGPT Plus subscription purchased via App Store Complaint Body:On June 11, 2025, I purchased a ChatGPT Plus subscription for $20 using an Apple Gift Card via the **** App Store (Apple ID: ******************** The transaction was successful (Transaction ID: ***********, but I never received the service.OpenAI (the developer) confirmed the subscription was tied to a deleted account and could not be transferred or accessed. They instructed me to request a refund from Apple, as the payment was handled via the App Store.I submitted refund requests through ***************************************** twice, both of which were denied with the explanation that the decision is final. I then contacted Apple Support directly and was again told that no refund was possible.I am now stuck:I paid for a service I cannot use;OpenAI refuses responsibility due to Apples billing system;Apple refuses a refund even though the service was never delivered.This violates basic consumer rights. I respectfully request:A full refund of the $20 purchase;A written explanation for Apple's denial;Assurance this case will be properly reviewed and not closed by automation.Sincerely,**** ***** ******************

      Business Response

      Date: 06/30/2025

      June 30, 2025






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


      BBB Case #: 23463718






      Dear Better Business Bureau:


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


      The following Apple ************** 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 ********************** ******************************* or Apple ******************, 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 ******************************* or Apple ******************, 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: ***************************************************."


      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.


      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 ***************************************************. 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 ************** 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.


      ********************** records confirm the Paid Subscription was purchased and authenticated via entry of the customers ********************** Account password, Touch ID or Face ID, and renewed in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.


      The customer may 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.

    • Initial Complaint

      Date:06/13/2025

      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.
      Hi Im filing complaint. As I didnt authorize this purchase but it was charged from my account id like it to be refunded to original payment method MKX6735234 Contacting Apple directly wasnt helpful

      Business Response

      Date: 06/18/2025

      June 18, 2025






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


      BBB Case #: 23463357






      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.”


      “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.


      While Apple empathizes with the customer’s situation, the customer is responsible for maintaining the confidentiality and security of their Apple Account. Apple is not responsible for losses arising from the unauthorized use of the customer’s Apple Account.


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


      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.


      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 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:06/12/2025

      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.
      My concern is related to the quality of the products that Apple is selling and then for them to downplay it as if it is a warranty issue or not having a warranty rather, I have purchased multiple pair of beats one of them January 2024 the other would be November 2023 these have had to be replaced Already one of them caught fire and had to be replaced. The other broke in the same spot and I was told that this is a known defect and what they do is go off of the original purchase date even though they are replacements as a consumer this is unfair and unfortunate That I spent my heart or money with a business. This does not back their product and also they do not go off of if the product has been replaced. This is not fair as a consumer, and I believe that Apple needs to compensate me for this horrible process and procedure that they have in place. This is not fair to me, or my children who are now without this product these are not cheap products at all, and it makes me believe that they do this on purpose too Get over on consumers that are spending money on their products. I have much much more to say and I went to this business and for me to be blown off and dismissed because its a warranty situation is even more disheartening. They had no remorse and furthermore, they blame it on a policy that they have no control over so if this is in fact, the case, Apple itself should be held liable for , what they are doing to consumers and how they are treating them when they purchase their product. Their products are not a good quality and that is not fair that they are continuing to sell their products knowing that they dont even last these products are not cheap at all and why would they not even last one year and And Ive had to replace them all already. This is not the first time that *** had this issue in fact, I have three right now with the same issue, the same defect and theyre not even acknowledging that this is a known product defect with these headphones.

      Business Response

      Date: 06/27/2025

      June 27, 2025






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


      BBB Case #: 23462814






      Dear Better Business Bureau:


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


      The following Apple One (1) ************ Warranty Accessory excerpt(s) may be viewed at **********************************************************************************************:


      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 ****************************************************************************). 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 previously used Apple genuine parts that have been tested and passed Apple functional requirements, (2) exchange the 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 (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 customers ******************** Studio Pro Wireless was purchased on November 11, 2023, and it was covered by the Apple One (1) ************ Warranty Accessory through November 11, 2024. The customers ******************** ******************* is approximately seven months outside of the Warranty Period.. As such, Apple declines the customers request for a covered repair or replacement.


      Beats service information and pricing is available at ********************************************************************************.


      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 *******************************************************.


      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

      Date:06/12/2025

      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.
      Business Name: Apple Inc.Business Location: One Apple ***************************** I was billed $200/month through Apples App Store for a subscription labeled ChatGPT Pro a plan that does not exist. ******, the developer of ChatGPT, confirmed they only offer a $20/month ChatGPT Plus plan and have no such $200/month tier.I received no additional service or benefit beyond standard GPT-4 access. This $200/month plan appears to be a fraudulent or misrepresented listing within Apples billing system. Despite this, Apple refuses to refund charges beyond two months, citing their 60-day refund policy.I contacted Apple Support multiple times. One supervisor disconnected mid-call after acknowledging the issue. I spoke with other agents (including ****** and ****) who admitted the charge made no sense but provided no real resolution. One even told me, have your people get with our people, which was dismissive and unprofessional.After escalating the issue, I emailed Apple Executive Relations with documentation of my charges and proof that OpenAI disclaims the $200 plan. Following that, Apple blocked my ability to email them further, effectively cutting me off from any executive-level support or escalation.I also contacted ****************, but was warned they may not be able to recover the charges due to Apples refund policies. This appears to be a situation where Apple and payment providers defer to each other, leaving customers like me with no accountability and no protection even in a case of clear overbilling.This is not just a refund issue its a systemic problem with Apples App Store offering subscriptions that misrepresent legitimate services ?Desired Resolution:A full refund of all $200/month ChatGPT Pro charges billed by Apple Immediate removal or correction of the misleading listing A formal response acknowledging that this plan is not a real offering and that others may have been affected

      Business Response

      Date: 06/18/2025

      June 18, 2025






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


      BBB Case #: 23461676






      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.“


      “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 Subscription was 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.


      Since the customer claims the Paid Subscription they initiated does not exist, Apple recommends they review the app description in the App Store and on the developer’s website, which both explain the monthly subscriptions for Plus vs Pro are $19.99 and $200 respectively.


      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:06/12/2025

      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 keep getting charged insane amounts for in-app purchases that I didnt purchase. A lot of the dollar amounts are for the exact same amount over and over again. This is very suspicious to me. If the people looking at my refund request would look at my purchase history they would see I dont purchase in-app things in an exorbitant manner. I hardly ever make purchases, PERIOD! I am tired of Apple denying my claims and essentially stealing a fortune from me. I will not update my payment method until these most recent purchases are settled/removed. I will not pay these crazy amounts anymore. I want to be refunded for all the $40-$50 purchases that I have sent in a claim for plus I want the other amounts refunded (Did not submit a claim for all the other items because I knew I would just get the not eligible for refund redundant message AGAIN!) I appreciate your help in this matter.

      Business Response

      Date: 06/18/2025

      June 18, 2025






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


      BBB Case #: 23461498






      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.


      Apple will charge your selected payment method 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 Account, 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. 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.”


      “O. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
      IN-APP PURCHASES
      Apps 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 (15) minutes without re-authenticating unless you have 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.


      The following Apple Support article “How apps, content, and subscriptions from Apple are billed” excerpt may be viewed at https://support.apple.com/en-us/118244:


      “If none of your payment methods can be charged, your account shows a negative balance. You can't buy, download, or update more apps or items until you update your payment method.”


      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.


      While Apple empathizes with the customer’s situation, the customer is responsible for maintaining the confidentiality and security of their Apple Account. Apple is not responsible for losses arising from the unauthorized use of the customer’s Apple Account.


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


      Apple records confirm the customer’s Apple Account has an unpaid balance. As such, Apple recommends the customer carefully review and follow the steps outlined in Apple Support article “If your payment method is declined in the App Store or iTunes Store”, available at https://support.apple.com/en-us/108095.


      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 “Request a refund for apps or content that you bought from Apple”, available at https://support.apple.com/en-us/118223, “How apps, content, and subscriptions from Apple are billed”, available at https://support.apple.com/en-us/118244, and “View your purchase history for the App Store and other Apple media services”, available at https://support.apple.com/en-us/118212.


      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:06/12/2025

      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.
      Date of purchase: 03/10/2021 Paid: $218.90 purchased through ************** Pro are to provide noise cancelling and transparency features among other high quality audio. My AirPods have a rattle sound when both aforementioned features are activated. I have visited Apple genius bars with today (06/12/2025) being the second time, only to be told that my AirPods Pro were manufactured after a date designated by Apple to have defective devices. My AirPods are model A2084 and fall under the same issues identified in the *** 1 model rattle issue. I am beyond disappointed how I have been turned away from Apple Stores only being offered to purchase new AirPods at an equivalent price of a new pair.Further details identify my issue here: *********************************************************************************************************************************

      Business Response

      Date: 06/18/2025

      June 18, 2025






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


      BBB Case #: 23461408






      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 support.apple.com/choose-country-region/manuals). 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 March 10, 2021, and it was covered by the Apple One (1) Year Limited Warranty – Accessory through March 9, 2022. The customer’s AirPods Pro is approximately thirty-nine months 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:06/12/2025

      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 Apple ID ************************* has been locked without warning or explanation. I use this account daily across my iPhone XR and MacBook Pro. It holds my personal data photos, videos, app access and now I cant access any of it.Ive spent over $1,650 USD on Apple devices including the MacBook Pro and iPhone XR and this account is the core of everything I do. I know the password. I have access to the email and phone number on file. Ive followed all recovery steps, but support has not helped and given me no timeline.This situation is hurting my business and personal life. Im asking for my account to be unlocked, or for someone from Apple to review and resolve this fairly. I just want access to the products and data I paid for.

      Business Response

      Date: 06/13/2025

      June 13, 2025






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


      BBB Case #: 23460991






      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 Apple Account has been reactivated.


      Apple recommends the customer carefully review ********************** Support articles If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.


      The customer may review the iCloud Terms of Service at **************************************************************************************.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 06/13/2025

       
      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:06/12/2025

      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 purchased AppleCare+ from Apple May 8 2024 for a two year plan. I received an email showing coverage. I never received my email showing receipt. I sold this phone in April and according to T&Cs I contacted Apple in order to get reimbursed for the remaining of the AppleCare plus contract and cancel remaining time. I was told that because they dont have a receipt to verify the cost they cant and wont refund my my money. I am unable to find a receipt as I wasnt sent one and cant find how I paid for the AppleCare plus but do have proof (as well as Apple does too stated by their own ***** that I purchased and still have a 2 year AppleCare+ agreement. I would like to be reimbursed by Apple for the remaining time from when I called in from April which should be a little over $100.

      Business Response

      Date: 06/19/2025

      June 19, 2025






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


      BBB Case #: 23458132






      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 **********************************************************************************************************************************************************************:


      9. Cancellation
      9.1 Your Cancellation Rights
      Regardless of your method of purchase, you may cancel this Plan at any time for any reason.
      (b) Subject to Subsection 9.1(c) below, all other cancellations:
      (ii) For Fixed-Term Plans:
      To cancel a Fixed-Term Plan, call Apple at 800-******** *************); e-mail Apple at ************************************************ or send written notice to ************************* **: 217- AC, ********************************************************************, U.S. Please provide your Covered Devices Serial Number, Your Plan Number, Your Plans original proof of purchase, and contact information. Unless local law provides otherwise, cancellation refunds will be provided as follows:


      (A) Within thirty (30) days of your Plans purchase or receipt of this Plan, whichever occurs later, you will receive a full refund less the value of any benefits provided to you under the Plan.


      (B) More than thirty (30) days after your receipt of this Plan, you will receive a pro-rata refund of the original purchase price. The pro-rata refund is based on the percentage of unexpired Plan Term from the Plans date of purchase, less the value of any benefits provided to you under the Plan.


      If your Fixed-Term Plan is financed through a Plan Payment Provider, contact Apple or your Plan Payment Provider to cancel your Plan. Apple may return any refund owed to the financing entity who paid Apple for your Plan.


      As explained to the customer by ********************** Support, and as described in the terms and conditions for AppleCare+ for iPhone, the original proof of purchase is required for Plan cancellation and a pro-rata refund. Apple records confirm the Plan was not purchased through Apple, and invites the customer to follow up with ********************** Support once the customer locates the required documentation.


      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/106932.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 06/19/2025

       
      Complaint: 23458132

      I am rejecting this response because: it is incorrect in saying I did not purchase through Apple. I have an email from Apple confirming the plan purchase but was never given the receipt from Apple. How am I supposed to provide the receipt when I never received it?

      Sincerely,

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

      Business Response

      Date: 07/08/2025

      July 8, 2025






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


      BBB Case #: 23458132






      Dear Better Business Bureau:


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


      Apples prior response to the Better Business Bureau remains accurate and unchanged.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/11/2025

      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 purchased an iPhone 16 Pro from Apple. The back glass unexpectedly shattered. I contacted Apple Support seeking repair options, assuming this would be covered under Apples hardware support, as advertised with the product.Apple informed me that their limited warranty excludes accidental damage. However, Apples marketing and warranty language strongly imply that physical issues with the phone fall under hardware support. Like most consumers, I interpreted this to include some coverage for physical damage, especially given the products advertised durability.I raised a formal complaint about the misleading nature of this language and asked to escalate the matter in writing. Apple refused to do so, stating that escalation is only available by phone or in-store visit. I asked for a written denial of my complaint or confirmation that no resolution would be providedApple declined, insisting that senior advisors do not communicate via chat or email.This creates an unfair situation where:1.Escalation is inaccessible unless done verbally, with no written documentation.2.The promise of hardware support is ambiguous and misleading.3.Customers cannot obtain written responses about serious warranty concerns.I was given Case ID ************, and told my feedback was forwarded. Im now requesting either:A goodwill repair or replacement of the device, or A written denial of support for my records.If not resolved, I intend to pursue complaints with the ***, ********, and possibly small claims court.Thank you.

      Business Response

      Date: 06/18/2025

      June 18, 2025






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


      BBB Case #: 23457898






      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/ios-warranty-document-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 iPhone, iPad, iPod, Apple TV, HomePod, or Apple Vision Pro hardware product and the 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 IS NOT COVERED BY THIS WARRANTY?
      This Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (c) to damage caused by use with a third party component or product that does not meet the Apple Product’s specifications (Apple Product specifications are available at www.apple.com under the technical specifications for each product and also available in stores); (d) to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause"


      Apple records confirm the customer’s iPhone 16 Pro was purchased on October 14, 2024, and it is currently covered by the Apple One (1) Year Limited Warranty. Apple does not deem the iPhone rear glass damage, as described by the customer, to be attributed to a manufacturer’s defect. This issue is the result of an accident, abuse, misuse, or other external cause. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer’s request for a covered repair or replacement.


      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.


      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/106932.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 06/18/2025

       

      Complaint: 23457898



      I am rejecting this response because:

      Thank you for the opportunity to respond.


      Apple claims that the shattered rear glass of my iPhone 16 Pro was the result of “accident, abuse, or misuse.” I dispute this characterization. The phone was handled under normal use, and I have not dropped, misused, or exposed it to any abuse or external trauma. The damage occurred despite careful handling and while the phone was in a case, raising serious concerns about the structural integrity of this model.


      Apple’s warranty states it covers “defects in materials and workmanship.” If a flagship phone, under warranty and handled carefully, can suffer such damage without any significant external force, it logically raises the possibility of a manufacturing defect or design flaw in the rear glass.


      Apple did not provide any investigation results or photos to justify their claim of “accidental damage.” I request a more thorough explanation of how they determined this was not a defect, and I ask that the repair be covered under warranty or reimbursed at the warranty repair rate.


      At minimum, I am requesting:


      A reduced repair cost matching what would be charged under warranty,
      or
      A replacement or reimbursement reflecting that I relied on Apple’s representations of durability.



      I also request that this case remain open.




      Sincerely,



      Romi Eldah

      Business Response

      Date: 06/25/2025

      June 25, 2025






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


      BBB Case #: 23457898






      Dear Better Business Bureau:


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


      Apple’s prior response to the Better Business Bureau remains unchanged.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/11/2025

      Type:Billing 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 am filing this complaint out of sheer frustration and disappointment with Apple. I have been completely locked out of my iCloud account an account I have had for over ten years and Apple is refusing to assist me in regaining access.This account contains over a decade of personal photos and memories, some of which I urgently need access to for an upcoming wedding. The situation is incredibly distressing, and yet Apple has been entirely unhelpful and dismissive. I was simply locked out of the account, and now there seems to be no clear or reasonable path forward.I understand and respect the need for security measures, but when those protocols effectively block a legitimate long-term user from their own data without offering a functional or responsive recovery process something is very wrong.This is not a case of negligence on my part. I did not forget my password or try to break into an account I dont own. This is my account, tied to my name and devices, and I have every right to access what Ive stored there. Apples handling of this situation feels cold, careless, and deeply out of touch with the needs of real people who rely on their services.I am not asking for shortcuts. I am asking for support, communication, and a good-faith effort to help me recover access to my account and the invaluable memories within ***** the very least, I deserve a clear explanation and a reasonable path toward resolution not indifference.Desired Resolution:Unlock my iCloud account or provide a clear, humane process for recovery. I need access to my personal data, and I need it soon.

      Business Response

      Date: 06/27/2025

      June 27, 2025






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


      BBB Case #: 23457633




      Dear Better Business Bureau:


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


      The customer may request reactivation of their Apple Account at *************************************************.


      The customer may review the iCloud Terms of Service at **************************************************************************************.


      Apple recommends the customer carefully review ********************** Support articles If your Apple Account is locked, not active, or disabled, available at *******************************************************, If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

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