Complaints

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

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Inc.

  1 Infinite Loop Stop 90-2L Cupertino, CA 95014-2083

• 

  Apple Computer Inc.

  86 Annapolis Mall Annapolis, MD 21401

• 

  The Apple Store - Crossgates

  1 Crossgates Mall Rd Albany, NY 12203-5367

• 

  Apple Store

  99 Rockingham Park Blvd # 105 Salem, NH 03079-2942

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,
  
  I'm sorry to be contacting you for this. I just have absolutely no other option. Absolutely nobody wants to help me with a promise that was made to me, and now I'm being treated like a thief. I've never been so hurt and disappointed in my life.
  
  On July 26th, I spoke to an Apple supervisor over the phone and to make a long story short, I was offered a 100$ credit on an Apple Watch, so I purchased an Apple Watch SE on the phone with her (order ***********). She said notes would be written on my file.
  
  I noticed today the credit wasn't applied yet so I called back and spoke to another supervisor and was told "sorry too bad we can't honor it, either return the watch or get a free accessory". Obviously this is not a viable solution. I already paid for the Watch and have been expecting it for 2 days. I even bought some third party accessories already. I asked her to dig deeper and escalate if necessary, and the response was "sorry I can't, if you don't accept my solution I'll have to hang up, it's not my fault you were mislead". Throughout the call I was even being accused of making up this 100$ credit!
  
  What kind of response is this? Why am I being made to feel like I'm lying or trying to steal something??? I've been an Apple customer for over 15 years. I'm simply asking to honor the credit I was promised. I don't need a new accessory. Any good company with good customer service would honor their promise, and that's the experience I'm used to from Apple. This is why I've spent thousands of dollars on your products. Why am I being treated like this? I've never been so disappointed and frustrated in my life.
  
  I am hoping you can help me with this.
  Thanks,
  ****
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/03) */
  August 3, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gone back and forth with apple for over a month because they told me after having my iPhone stolen that they would not be covering it through insurance. At this time they said they would compensate through the company, contingent on a call I had with a service person. They never listened to the call and then put a claim to get me a new phone out of courtesy. After ignoring me and lying to me for several weeks I finally got word another claim was denied. At this time I am hours deep in calls and e-mails with different people saying and promising different things. Today over a month later they say there is nothing they will be doing and "sorry" instead of telling me this a month ago they wasted several hours of my time being deceitful, rude, and misleading with their intentions. I am requesting a replacement device to be sent out as find my iPhone was on at the time my phone was lost and turned off shortly after. The people at apple have been passing me along to several departments not following proper procedure and choosing to ignore and lie instead of assist and be honest. At one point they even told me they had not heard anything back on a claim that was filed for a replacement 5 days after it had been rejected and it wasn't until I called back and spoke to ******* that he admitted ***** had lied to me days earlier and that my claim had been denied on the 15th. The miscommunication, misconduct, and overall poor treatment has ruined my image of apple and at this point I am entitled To more then a sorry. I want compensation for my time wasted and money wasted in this process.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following AppleCare+ with Theft and Loss Program Summary and Disclosure excerpt(s) may be viewed at ***********************************************************
  
  "FOR YOUR LOST OR STOLEN CLAIM TO BE ELIGIBLE FOR COVERAGE, FIND MY IPHONE MUST BE SWITCHED ON AT THE TIME THE DEVICE IS LOST OR STOLEN AND MUST REMAIN ENABLED AND ASSOCIATED WITH YOUR APPLE ID THROUGHOUT THE THEFT OR LOSS CLAIM PROCESS."
  
  The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
  
  "B. USING OUR SERVICES
  ACCOUNT
  Using our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised."
  
  Due to Find My iPhone not being enabled at the time of the reported loss and for the duration of the claim process, the claim is not eligible for AppleCare+ with Theft and Loss coverage.
  
  Apple recommends the customer review Apple Support article "File a claim if you have AppleCare+ with Theft and Loss coverage", available at https://support.apple.com/en-us/HT208491, and the iPhone Theft and Loss Claims website at https://support.apple.com/iphone/theft-loss-claims.
  
  If the customer is concerned an unauthorized person might have access to their Apple ID, Apple recommends the customer carefully review Apple Support article "If you think your Apple ID has been compromised", available at https://support.apple.com/en-us/HT204145.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well what Apple said above is true, instead of telling me this at the time of the loss the company chose to say they will resolve the issue for me outside of the insurance used for apple care. This started what became over a month of terrible communication from multiple apple representatives who were managers in their departments. The care I revived was beyond poor. The company kept saying they would provide a new device and then the request kept getting overturned. After a month of my wasted time, money, and energy they just went back on everything they said and refused to do anything claiming the theft and loss clamor didn't cover it. The company ignorantly states above this claim as if that's what it came down to when in relating this went on over a month because the company said on multiple phone class they would provide a replacement phone after they go back and listen to a call in one instance. After not communicating and not listening in to the call in question they said we proceeded to say they would just send out a replacement device. This has nothing to do with insurance, but rather what many people in the company told me while leading me on for over a month. Lying to me, and not being transparent throughout the process.
  
  The fact they bring a theft and loss + claim into this just shows the level of ignorance and lack of care when they have many files of notes documenting the horrible experience I've gone through from June 28th through the end of July
  
  While apple may consider their negligent response and poor service a "case closed" I do not and am beyond disappointed this company couldn't resolve this internally.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  August 8, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's July 29, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a mackbook air Model A1279 barely 2 years old, major problem happened just after warranty. expired. I have had many problems with it and have over 50 hours speaking with Apple. The image has always been grainy on Zoom. Brought to be looked at, told that's how it is, sorry. Overheating,issues, same answer.
  Most recently a small crack on the lower right corner caused the retina screen to bleed such that I could only see part of the screen. Called 800, Brought to an authorized Apple repair shop and was told it is a common place for this screen to crack. I always keep it in a hard shell. I was told the repair cost is $555.00. That is almost the cost of a new computer. I have talked with Apple repeatedly and they state they have no recall on the screen. However research show many complaints about this model
  I also had to beg to have apple agree cover the cost to have the local people back-up my data for free as I was told by the 800 apple support this would be part of their service. The local people said it would be $75, after they diagnosed the $555.00 repair. I had to so a lot of driving and calling back and fourth just to have the data backed up. When I picked up the computer after the back up, the screen was now bleeding all across the screen and I have no way to use it at all now. I have the data and no computer to put it on. called 800 again and asked if there is any customer satisfaction, or offers they could make (as my family owns a total of 12 apple products), and I was told I would have to call sales. The whole time, I thought I was talking to customer care, as that is what I was told, only to find out he is tech support. It has always been a runaround with Apple, misinformation, and so on. I have hundreds of hours of documented calls from all of the issues with Apple. But this machine has been designed poorly from the start, and I do not think investing in any more of their products will bring simplicity or a sense of a solid product.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 8, 2022/08/15) */
  August 15, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/embedded-mac-warranty-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California 95014, U.S.A. ("Apple") warrants the Apple-branded hardware product and Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications.
  
  WHAT IS NOT COVERED BY THIS WARRANTY?
  This Warranty does not apply to any non-Apple branded hardware products or any software, even if packaged or sold with Apple hardware. Manufacturers, suppliers, or publishers, other than Apple, may provide their own warranties to you - please contact them for further information. Software distributed by Apple with or without the Apple brand (including, but not limited to system software) is not covered by this Warranty. Please refer to the licensing agreement accompanying the software for details of your rights with respect to its use. Apple does not warrant that the operation of the Apple Product will be uninterrupted or error-free. Apple is not responsible for damage arising from failure to follow instructions relating to the Apple Product's use."
  
  Apple records confirm the customer's MacBook Air was purchased on December 23, 2020, and it was covered by the Apple One (1) Year Limited Warranty through December 23, 2021. The customer's MacBook Air is approximately seven months outside of the Warranty Period. Apple does not deem the MacBook Air display 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. As such, Apple declines the customer's request for a covered repair or replacement.
  
  Apple appreciates the customer providing Apple feedback regarding our products. Please be assured Apple considers all of our customers' concerns to be important. We invite the customer to visit http://www.apple.com/feedback to submit feedback on Apple products and services.
  
  Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at https://www.apple.com/support/products.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple Support. Please be assured this matter has been forwarded to the appropriate individuals.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase with van cleef back in December 2021 and never received my product. I attempted to contact van cleef and was unable to. I reached out to apple to open a claim regarding the package I never received and my signature that was forged. Apple never communicated back to the merchant that my signature was forged so the merchant can open a case with the carrier. Now months after doing multiple claims for the package.. apple has sent me to speak to the merchant directly. The merchant made me aware that apple never responded the signature they provided for the claim was unauthorized and or forged so that they can investigate with the carrier what and who signed for my package. Apple is not supporting me as a valued card member to assist me with retrieving my package or funds. I have been more involved with finding out what happened to my packages than apple dispute team. Now months later no one is able to assist me when I first made apple aware of the situation with a police report, the forge signature, me reaching out to the merchant and never hearing a response from when this issue first happened. I have provided everything possible for apple to assist me retrieving my funds and or merchandise. Now it's months later and the merchant can not help me because they were never made aware in the dispute process that my signature was forged so they can open a separate case with the carrier to investigate why was my package signed for and not received. I am beyond disappointed with apple as they allowed me to get robbed out of my friends. I have asked multiple times for a manager in dispute to further investigate how was the ball dropped regarding this and no one has reached back out to me. Apple is telling me to figure it out by myself with the merchant which is not how a company should conduct business it's unfair.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/30) */
  July 30, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple Card is issued by Goldman Sachs Bank USA, Salt Lake City Branch ("Goldman Sachs Bank") for use on eligible Apple devices. While Apple Card is incorporated into eligible Apple devices, this consumer credit card account is provided and serviced by Goldman Sachs Bank. Goldman Sachs Bank determines the terms and conditions for Apple Card. As such, Apple refers the customer to Goldman Sachs Bank for inquiries and support related to the consumer credit card account provided by Goldman Sachs Bank.
  
  Apple recommends the customer review subtopic "How to report an issue" in Apple Support article "See your Apple Card spending history", available at https://support.apple.com/en-us/HT209489, and the Apple Card Customer Agreement, to which the customer must agree prior to using the Services, at https://www.goldmansachs.com/terms-and-conditions/Apple-Card-Customer-Agreement.pdf.
  
  We appreciate the customer providing Apple feedback regarding the customer's experience with Apple Card and Goldman Sachs Bank. Please be assured this matter has been forwarded to the appropriate individuals.
  
  If the customer requires further assistance, they may review related support topics or contact Apple Card Support at https://support.apple.com/apple-card.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an email from Apple saying that there were numerous App Store purchases for the Roblox app that I nor my daughter did not make. I reported the problem and asked for a refund. One purchase was refunded for 9.99. There were 13 more made also. I changed my password and turned off in app purchases.The other charges made were denied refund. After chatting and talking with customer support, they stated they were unable to refund my money. The other charges total around $150.00. Finally they told me to try getting refund from Roblox which I did. They informed me that the purchases from the App Store are done through Apple and there is no way they could refund my money.If I go to the credit card company and request a refund,I will most likely lose access to the App Store since it will be considered fraud. I will one access to my iCloud storage which has hundreds of photos which I pay 2.99 a month for to preserve my photos in case something happens to my phone. I have spent hours trying to get Apple to refund my money for purchases I dis not make. I believe I am not the first person to have problems with this.I feel this should be known to other consumers. I'm very upset and hope to find a resolution to this before I request money back through my credit card company.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 9, 2022/08/25) */
  August 25, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple appreciates the customer's patience while we worked towards resolving this matter.
  
  The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's refund issue.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (-5, 10, 2022/08/25) */
  ***Document Attached***
  Thanks BBB they refunded

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased something using my apple pay that was $50. Apple pay charged me twice for the same item. When I contacted Apple, they said there wasn't anything they could do. They told me to call the bank and the bank told me that it wasn't them, it was Apple. The Bank said they sent Apple the funds.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/02) */
  August 2, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple Cash Terms and Conditions excerpt(s) may be viewed at https://applecash.greendot.com/termsconditions:
  
  "1. THE SERVICES
  G. Protect your Apple Cash Account Information, Credentials, and Eligible Devices like you Would Protect Cash.
  You are solely responsible for maintaining the security of your Eligible Devices and the authentication credentials used in connection with the Services, including your Apple ID password, Touch ID or Face ID information, and the passcode to your Eligible Device(s) (collectively, your "Credentials"). If you authorize or allow anyone else to use your Apple Cash Account (e.g., by providing the passcode to your Eligible Device, allowing a third party to utilize Touch ID or Face ID on your Eligible Device, or otherwise providing any of your Credentials to a third party), the person may be able to make payments with your Apple Cash Card and send your money through the Funds Transfer Service to another User or a bank account, and you will be responsible for all transactions on your Apple Cash Account made by that person."
  
  "4. FUNDS TRANSFER SERVICE
  D. Additional Terms and Conditions for Using the Funds Transfer Service.
  Except as otherwise expressly provided herein or as otherwise required by applicable law, transactions authorized in connection with the Funds Transfer Service are non-refundable. We are not responsible for any loss of funds if you authorize and instruct us to send funds to the wrong User, account, or other designated recipient. Without limiting any other provisions of these Terms or our rights or remedies under applicable law, if you charge back or reverse a P2P Transfer funded with a Supported Payment Card (either in whole or in part) with the issuer of such Supported Payment Card, we may reduce the balance on your Apple Cash Card by the amount charged back or reversed, even if such action would result in a negative balance."
  
  Apple Pay Cash services and features are facilitated through Green Dot Bank for use on eligible Devices on the Apple Pay platform. While the Services have been incorporated into, and are limited to use on, the Apple Pay platform, the Apple Pay Cash Services are provided by Green Dot Bank. As an independent business, Green Dot Bank determines their terms and conditions for Apple Pay Cash.
  
  While Apple empathizes with the customer's situation, in order to send a payment, the sender must confirm with Face ID, Touch ID, or the device passcode before the funds can be transferred to the recipient. When an Apple Cash user attempts to send funds to a person who is not in their contacts, a message populates stating: "You are about to send money to a person who is not in your contacts. Once paid, this payment cannot be undone." At that time, the user has the option to cancel, or continue with the transfer of funds.
  
  Apple recommends the customer review the Apple Cash Terms and Conditions, to which the customer must agree prior to using the Services, at https://applecash.greendot.com/termsconditions, and Apple Support article "Send and receive money with Apple Cash", available at https://support.apple.com/en-us/HT207875.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand the terms and conditions for Apple Cash and that was not the problem. I know who I sent the money to, however the money was taken twice from my account without my consent. During the transaction I only confirmed for apple to send the money once.
  
  
  Business Response /* (4000, 9, 2022/08/10) */
  August 10, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's August 2, 2022, response to the Better Business Bureau remains unchanged.
  
  Each transaction was authenticated by Face ID, Touch ID, or the device passcode before the funds were transferred to the recipient.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please find attached the invoice (2 pages) emailed on May 26, 2022 from Apple *** to THEE LLC. Apple *** received the full debit payment, $5, ******, on May 27, 2022 from THEE LLC. THEE LLC is asking for a brand new order or a full refund expeditiously. Please email me if you cannot open the attachments in past, present, and future emails. Please specify the attachments you are unable to open. Thank you kindly. ******************************* THEE LLC **** South *********************************************************** Suite ****************************************** ************************** ****************

  Customer Answer

  Date: 07/28/2022

  Subject: Fwd: 2) Scanned Copy of REORDER Confirmation via Email from Apple *** ATTACHED (1) Pages 1-2 of 5 Pages REORDER Placed via *********************************** & *********** Telephone ReOrder Completed by ***** K ********** in ********************************************* of ********************** *** on April 13 2022 THEE LLC Emailed Supporting Evidence to Business Entities on July 26 2022 to Add to Complaint Against Apple *** for NONDELIVERY of Order to THEE LLC as of July 26 2022 that is Paid in Full by THEE LLC FULL PAYMENT on May 27 2022 Received by Apple *** from THEE LLC via Debit Complaint Already Emailed and Filed to MS ******** **************** and ** Better Business Bureau Before Noon Today July 26 2022
  
  
  
  
  
  ---------- Forwarded message ---------
  From: THEE LLC <**************************>
  Date: Tue, Jul 26, 2022 at 4:28 PM
  Subject: 2) Scanned Copy of REORDER Confirmation via Email from Apple *** ATTACHED (1) Pages 1-2 of 5 Pages REORDER Placed via *********************************** & *********** Telephone ReOrder Completed by ************ ********** in ********************************************* of ********************** *** on April 13 2022 THEE LLC Emailed Supporting Evidence to Business Entities on July 26 2022 to Add to Complaint Against Apple *** for NONDELIVERY of Order to THEE LLC as of July 26 2022 that is Paid in Full by THEE LLC FULL PAYMENT on May 27 2022 Received by Apple *** from THEE LLC via Debit Complaint Already Emailed and Filed to MS ******** **************** and ** Better Business Bureau Before Noon Today July 26 2022
  To: L ******* <**************************************>
  
  
  
  Hello *******************************:
  
  
  
  Here is the re-order confirmation placed on April 13, 2022 by *********************** Managers ************, ****, and Zac of APPLE *** for THEE LLC (Attachment 1 Pages 1-2 of 5 pages).
  
  
  
  
  
  
  
  The re-order occurred because of the errors, March 18, 2022 regarding the original telephone order, from ******** in the ******************* of Apple Inc. Here are the errors.
  
  
  
  ******** entered:
  
  THEE as the first name rather than ********
  LLC as the last name rather than Flowers
  38702 as the zip code rather than 38701
  Kept removing Suite ******* on certain places in the Apple *** database
  ******** admitted to entering the wrong information then attempted to re-order but stated the system rejected the order (it was determined by one of the managers that Apple kept rejecting the re-order because the order was flagged because ******** entered the business name as the first name and LLC as the last name,) which is why she transferred me to the *********************** Management Group so a manager could complete the "re-order." Before the managers could re-order, they had to get the flag removed, never received documentation from Apple *** that the flag was removed.
  
  
  
  Another error of Apple *** happened when no one from Apple *** contacted me to say the order was canceled and I did not give consent to cancel the order. Because of Teleshia's error, THEE LLC was flagged but one of the managers said the flag was removed because it was not an error of THEE LLC. I never received any documentation from Apple *** to say the flag had been removed.
  
  
  
  These are the numbers of contact made to speak with ************, ****, and Zac of Apple Inc. after the transfer from ********: **********************-************, and **************. **** and *** called me back to apologize and say they will re-order. *** said he would process the order of THEE LLC, and I would receive an email stating the order was re-ordered. I did receive an email on April 13, 2022 to confirm the re-order (scanned attachment) that Zac used the March 18, 2022 original order, rather than starting a whole new order; even though I asked him to start a whole new order for accuracy and accountability, *** said he couldn't and had to use the original order of March 18, 2022.
  
  
  
  Will you confirm if you are able to open the attachment?
  
  
  
  Thank you kindly.
  
  
  
  *******************************
  
  THEE LLC
  
  1831 South ***********************************************************
  
  Suite 125 - 135
  
  **********, ** 38701
  
  **************************
  
  ****************
  See Attachment/File: download 10.pdf

  Customer Answer

  Date: 07/28/2022

  Subject: Fwd: 2) Scanned Copy of REORDER Confirmation via Email from Apple *** ATTACHED (3) Pages 4-5 of 5 Pages REORDER Placed via *********************************** & *********** Telephone ReOrder Completed by ***** K ********** in ********************************************* of ********************** *** on April 13 2022 THEE LLC Emailed Supporting Evidence to Business Entities on July 26 2022 to Add to Complaint Against Apple *** for NONDELIVERY of Order to THEE LLC as of July 26 2022 that is Paid in Full by THEE LLC FULL PAYMENT on May 27 2022 Received by Apple *** from THEE LLC via Debit Complaint Already Emailed and Filed to MS ******** **************** and ** Better Business Bureau Before Noon Today July 26 2022
  
  
  
  
  
  ---------- Forwarded message ---------
  From: THEE LLC <**************************>
  Date: Tue, Jul 26, 2022 at 4:38 PM
  Subject: 2) Scanned Copy of REORDER Confirmation via Email from Apple *** ATTACHED (3) Pages 4-5 of 5 Pages REORDER Placed via *********************************** & *********** Telephone ReOrder Completed by ************ ********** in ********************************************* of ********************** *** on April 13 2022 THEE LLC Emailed Supporting Evidence to Business Entities on July 26 2022 to Add to Complaint Against Apple *** for NONDELIVERY of Order to THEE LLC as of July 26 2022 that is Paid in Full by THEE LLC FULL PAYMENT on May 27 2022 Received by Apple *** from THEE LLC via Debit Complaint Already Emailed and Filed to MS ******** **************** and ** Better Business Bureau Before Noon Today July 26 2022
  To: L ******* <**************************************>
  
  
  
  Continuation 3 of RE-ORDER CONFIRMATION FROM APPLE *** on April 13, 2022 (Pages 4-5)
  
  
  
  Hello *****************************:
  
  
  
  Here is the re-order confirmation placed on April 13, 2022 by *********************** Managers ************, ****, and Zac of APPLE *** for THEE LLC (Attachment 3 Pages 4-5 of 5 pages).
  
  
  
  
  
  
  
  The re-order occurred because of the errors, March 18, 2022 regarding the original telephone order, from ******** in the ******************* of Apple Inc. Here are the errors.
  
  
  
  ******** entered:
  
  THEE as the first name rather than ********
  LLC as the last name rather than Flowers
  38702 as the zip code rather than 38701
  Kept removing Suite ******* on certain places in the Apple *** database
  ******** admitted to entering the wrong information then attempted to re-order but stated the system rejected the order (it was determined by one of the managers that Apple kept rejecting the re-order because the order was flagged because ******** entered the business name as the first name and LLC as the last name,) which is why she transferred me to the *********************** Management Group so a manager could complete the "re-order." Before the managers could re-order, they had to get the flag removed, never received documentation from Apple *** that the flag was removed.
  
  
  
  Another error of Apple *** happened when no one from Apple *** contacted me to say the order was canceled and I did not give consent to cancel the order. Because of Teleshia's error, THEE LLC was flagged but one of the managers said the flag was removed because it was not an error of THEE LLC. I never received any documentation from Apple *** to say the flag had been removed.
  
  
  
  These are the numbers of contact made to speak with ************, ****, and Zac of Apple Inc. after the transfer from ********: **********************-************, and **************. **** and *** called me back to apologize and say they will re-order. *** said he would process the order of THEE LLC, and I would receive an email stating the order was re-ordered. I did receive an email on April 13, 2022 to confirm the re-order (scanned attachment) that Zac used the March 18, 2022 original order, rather than starting a whole new order; even though I asked him to start a whole new order for accuracy and accountability, *** said he couldn't and had to use the original order of March 18, 2022.
  
  
  
  Will you confirm if you are able to open the attachment?
  
  
  
  Thank you kindly.
  
  
  
  *******************************
  
  THEE LLC
  
  1831 South ***********************************************************
  
  Suite 125 - 135
  
  **********, ** 38701
  
  **************************
  
  ****************
  See Attachment/File: download 11.pdf

  Customer Answer

  Date: 08/04/2022

  ***Document Attached***
  Comment made August 4, 2022. Here are additional scanned documents, totaling 9 pages, that have been emailed and mailed via 1st class and certified mail to the Registered Agent of Apple *** (Attention: Apple ***).
  
  The attached and scanned documents (4 attachments), with comments notated in red ink, include a 2-page letter requesting a satisfactory and amicable resolution; and 7 pages of supporting documents to prove the order of March 18, 2022 has not been delivered to the business address of THEE LLC as of August 4, 2022. For some reason Apple gave *** an address that I have never lived at or provided to Apple, ***.
  See Attachment/File: 1 of 4 Scanned Docs Submissions Resolution Request Letter with 7 attachments Emailed on August 2

  Customer Answer

  Date: 08/04/2022

  !!!REQUEST CORRECTION!!!
  
  !!! THEE LLC against APPLE INC!!!
  
  not ******************************* against Apple Inc.
  
  (******************************* is just the contact person for THEE LLC as *************** is the contact person for Apple Inc)
  
  Please correct. Thank you kindly.
  

  Customer Answer

  Date: 08/04/2022

  ***Document Attached***
  !!!ATTN BBB: REQUEST CORRECTION!!!
  
  !!! THEE LLC against APPLE *** !!!
  
  not ******************************* against Apple Inc.
  
  (******************************* is just the contact person for THEE LLC as *************** is the contact person for Apple Inc)
  
  Please correct. Thank you kindly.
  
  See Attachment/File: Presentation.key

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  
  
  Better Business Bureau
  1112 ******************.
  ********, ** 95128-3507
  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 we anticipate reaching a satisfactory resolution regarding their concerns. While this may not happen in all instances, should the customer need additional assistance, ********************** has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations
  

  Customer Answer

  Date: 08/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Friday, August 26, 2022
  
  ***************************
  Better Business Bureau
  1112 *********************
  ********, ** 95128-3507
  
  Re: RESPONSE from THEE LLC to BBB Case ID: *******
  
  To Whom It May *********************** you so much for your recent email to THEE LLC on August 17, 2022.
  
  The response of THEE LLC is as followed.
  
  As of Friday, August 26, 2022, THEE LLC is requesting that the case remains opened against Apple Inc. THEE LLC has not received a response via mail from Apple *** and has not received a satisfactory resolution from Apple Inc.
  
  I received an email on Monday, August 8, 2022 and a telephone call on Tuesday, August 9, 2022 from a woman who identified herself as being in the CEO's office as part of the Apple Retail Executive Relations. The **** Rep said everything I said lined up with the movement of the order since March 18, 2022.
  
  On August 9, 2022, the **** Rep apologized and admitted that my experience should not have happened and Apple takes full responsibility for everything. I thanked the **** Rep and informed her it is going to take more than an apology to arrive at a satisfactory resolution, beginning with correcting the order, which has not been corrected as of August 26, 2022. I explained to the **** Rep that the company and I have lost and suffered severely during this long period of time, since March 18, 2022, which has to be taken into account to reach a satisfactory resolution.
  
  The **** Rep stated that Apple messed up and are wrong in their actions since March 18, 2022. The **** Rep informed me that she is taking over everything and will be handling everything as she works with me towards reaching a satisfactory resolution.
  
  Unfortunately, I have not heard from the **** Rep since the call on August 9, 2022. There were supposed to be discussions about compensations/settlements, documentations, corrections, updates, and follow-*** including the correction of the order (inclusive of adding back AppleCare+ that was already paid in full), which has not been corrected as of this day, August 26, 2022.
  
  Also, there were supposed to be documentation emailed from the legal team that outlined Apple's hierarchy ladder including telephone numbers and other comprehensive contact information at all levels of the ladder.
  
  As of Friday, August 26, 2022, the company and I have not received any telephone calls, emails, mail, and correspondences from the **** Rep, Apple's legal team, and no one from Apple Inc.; since the call with the **** Rep on August 9, 2022.
  
  The company requests an amicable and satisfactory resolution expeditiously.
  
  Thank you kindly.
  
  See Attachment/File: RESPONSE LETTER FROM ******************************* OF THEE LLC TO *************************** OF CA BBB ON AUGUST 26 2022.pdf

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  
  Better Business Bureau
  1112 ******************.
  ********, ** 95128-3507
  BBB Case ID: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple. We appreciate the customer providing details regarding their experience, which have subsequently been shared with the appropriate teams. Please be assured that Apple considers all of our customers' concerns to be important. In fact, many policy changes have been made as a direct result of customer feedback.
  
  ********************** has invited the customer to contact us directly should they need additional assistance.
  
  Sincerely,
  
  Apple Retail Executive Relations
  

  Customer Answer

  Date: 10/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello ******************************* and Better Business Bureau:
  
  Thank you for your recent communication of October 13, 2022 regarding the "Business' Rebuttal Response" of Apple Inc.
  
  Thank you for the care you practice to serve consumers.
  
  THEE LLC and I do business with companies hoping they are reliable. It is unfortunate when consumers and customers have experiences with companies who demonstrate unreliability, slow processing of resolutions and settlements, misleading claims, and all of the problems that are connected to horrific experiences as we have had and are experiencing.
  
  The rebuttal response of Apple Inc. is not satisfactory. I believe the rebuttal response to be misleading.
  
  The first wrongdoing of Apple Inc. occurred on March 18, 2022, which is the original order date and payment in full to Apple's representative via telephone. Since this interruption, there have been multiple interruptions and delays due to poor customer services, poor supports, and non-delivery of order. There have been further delays in receiving a satisfactory resolution and settlement due to Apple Inc. not contacting me to discuss further details after August 9, 2022. I did receive a laptop finally (I don't know yet is it the laptop ordered), however I have not received the receipt with all 3 items purchased on the receipt, which is why I have not used the laptop and confirmation that all we discussed for the AppleCare+ coverage is included.
  
  Because of no satisfactory results and rejection by Apple, ***** after making numerous attempts and requests for an amicable resolution, which included the delivery of the products paid in full or a full refund, THEE LLLC was left with no choice but to include external entities that included Better Business Bureau for their support. Please understand this is not THEE LLC's first level to arrive at a satisfactory resolution and settlement. This happens only when companies refuse to cooperate and be reasonable.
  
  After I filed several complaints against Apple, **** with the Better Business Bureau and other entities, I received a telephone call from Apple on August 9, 2022 stating that she was responding to the complaints she received from Better Business Bureau and the MS ******** *************** Rep of Apple announced herself as the CEO's voice and stated she would be the only person who I will be communicating with moving forward. She stated she would be initiating several telephone calls and communications with me, after August 9, 2022, to achieve a resolution and settlement that I would be satisfied with on behalf of THEE LLC.
  
  Rep stated that Apple *** was 100% wrong in all of the wrongdoings that started March 18, 2022 and continued up to the point that I spoke with her on August 9, 2022. She apologized and seemed to be passionate as she detailed what would happen on August 9, 2022 once she ended the call with me and what would happen after August 9, 2022 to satisfy me. Rep stated that everything I detailed aligned with Apple's team and her investigation. I have not heard from the rep or anyone at Apple after August 9, 2022.
  
  Again, Rep assured me that I would receive several telephone calls from her after August 9, 2022 and communications until Apple achieve a resolution and settlement that would be satisfying to me, which raised questions for me when I read in Apple's rebuttal the following, "Please be assured that Apple considers all of our customers' concerns to be important." I believe Apple has not demonstrated that the concerns of THEE LLC are important.
  
  As of today, October 20, 2022, I have not received any resolutions, settlements, telephone calls, and correspondences from Apple, ***** in full which was discussed partially on August 9, 2022 that would happen after August 9, 2022 upon the rep meeting with Apple's legal team, leadership team, investigation team, and AppleCare+ team.
  
  After we ended the call mutually on August 9, 2022, I felt a little relieved because I thought the rep would do what she said she would do. I have not received a resolution and settlement.
  
  The first thing the rep said she would do once our call ended on August 9, 2022 is as follows:
  
  1) Write the documentation of our telephone meeting on August 9, 2022 and meet with Apple's legal team to review the document. Afterwards, she would email me the documentation of everything that was discussed between she and me on August 9, 2022 during our telephone communication that would happen after August 9, 2022. I never received the documentation from the rep or anyone from Apple Inc. Rep and no Apple representative have telephoned me or sent me correspondences since I spoke with her on August 9, 2022.
  
  2) Rep stated also that Apple's Legal Team would email me the comprehensive contact and demographic information, including telephone numbers, of all leaders at every level of the Apple's hierarchy. This is the only contact that I would have with Apple's legal team because the rep said that was a part of their department, everything else, it would be she and I communicating in several telephone calls and written communications after August 9, 2022 to achieve a resolution and settlement satisfying to me. Neither have happened.
  
  Due to the extensive nature of all the details involved, at this point I will address concerns I have with the rebuttal and include a summary of some other things the rep and I discussed on August 9, 2022 that have not happened. See your email for parts not on here due to limited space.
  
  Please find below a brief summary of THEE LLC's response to Apple's rebuttal. It is requested that an amicable and satisfactory resolution and settlement happen.
  
  APPLE's REBUTTAL
  In a part of the rebuttal response of Apple Retail Executive Relations, it is stated, "The customer referenced above has been contacted by Apple."
  
  THEE's RESPONSE
  This statement could give the impression that the rep and the legal team contacted me after August 9, 2022, which she communicated would happen and continue to happen until I was satisfied with a resolution and settlement, but it did not happen.
  
  APPLE's REBUTTAL
  In a part of the rebuttal response of Apple Retail Executive Relations, it is stated, "We appreciate the customer providing details regarding their experience, which have subsequently been shared with the appropriate teams."
  
  THEE's RESPONSE
  I appreciate Apple being appreciative that I provided details regarding the undesirable experiences. If Apple shared the experiences of THEE LLC and I with the appropriate teams, it is appreciated and hopefully there won't be another consumer who experience what THEE LLC and I have suffered moving forward. It is hoped that no other consumers rights will be violated and that they will receive exemplary customer services, delivery of their products, high-quality products, and expeditious and easy resolutions and settlements.
  
  Nevertheless, how does sharing with the team lead to Apple arriving at a resolution and settlement that is satisfying to THEE LLC and me?
  
  My life have changed significantly with stressful days. I have sleepless nights, which interferes with functioning. I am not able to eat most of the time. I experience a lot headaches, fear and anxiety of when will I receive a satisfactory resolution and settlement, and more.
  
  The business and I have suffered due to the grueling, egregious, gruesome, violating, confusing, evasive, misleading, and I believe fraudulent experiences I have struggled with since trying to resolve amicably all the wrongdoings of Apple, **** This process has been long, difficult, time-consuming, frightening, and led to losses.
  
  APPLE's REBUTTAL
  In a part of the rebuttal response of Apple Inc., it is stated, "Please be assured that Apple considers all of our customers' concerns to be important. In fact, many policy changes have been made as a direct result of customer feedback."
  
  THEE's RESPONSE
  Although Apple stated that many of their policy changes are a direct result of customer feedback, I cannot confirm if the feedback from THEE LLC is a part of the policy changes moving forward. If Apple Inc. has made changes to their policies as a direct result of my complaints and feedback on behalf of THEE LLC, I have not received correspondences and telephone calls from Apple to state they have made policy changes. I have no evidence of these policy changes and cannot confirm these policy changes have been made or that the policy changes work (or work 100%), if they were made, to ascertain that consumers rights will not be violated.
  
  Furthermore, why didn't Apple address the other things *************************** stated would happen to achieve a satisfactory resolution and settlement, in addition to what I stated earlier in this response to Apple's rebuttal? Please view the complete response of the consumer sent to you in your email BBB. I request a satisfactory resolution and settlement as stated would happen by rep.
  See Attachment/File: THEE LLC Pages 12 of 5 emailed and attached sent to BBB on Thursday October 20 2022 in response to

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  iPhone 12 Pro cracked back glass defect. Phone with protective case was accidentally dropped from two feet and the back glass cracked. This is poor quality. I've never had this happen with the other six iPhones I've had over the years. The cost to repair should not cost half the price of the phone
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple 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 or HomePod 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."
  
  Apple records confirm the customer's iPhone 12 Pro was purchased on January 7, 2021, and it was covered by the Apple One (1) Year Limited Warranty through January 6, 2022. Apple does not deem the iPhone enclosure 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. The customer's iPhone 12 Pro is approximately seven months outside of the Warranty Period. As such, Apple 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.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  So the back glass on the Iphone 12 is designed to break when dropped from two feet? To me this is a known defect by Apple that they refuse to admit to. If I would have known that the glass is designed to break from at least a two foot drop, why would I have purchased it in the first place. It's either a defect in materials, defect in design or both. Please Apple admit to this defect and do the right thing. Do the right thing!
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  August 8, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's July 29, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ihpone had a protective cover, still cracked
  Per - ******************************************************
  
  iPhone 12 models feature a rear panel made of glass. That makes them pretty vulnerable to cracking. Many users already complained about how easily the back of iPhone 12 devices cracks or shatters.
  
  Unfortunately, many iPhone 12 users complained about the back glass cracking under what appears to be normal use conditions. They blame the design and material for these unfortunate events. Despite the mounting complaints, Apple has remained tight-lipped about this matter.

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Apple Watch Series 7 Web# *********** using my phone through the online website. I received it on the 7/13/22. It would not turn on so I returned it to the Apple Store 7/15/22 at the Alderwood mall in Lynnwood WA. They issued a receipt for the return which states Refunded to the original tender. As of today 7/27/22 I have not received the credit of $717.88 for the return. I called Apple twice on 7/25/22 and it said the return was started but expired because the merchandise was not record but it was received at the Apple store on 7/15/22 the 2nd call was disconnected. Both times they mentioned I had to go to the Apple store, because I returned it to the Apple Store. I went to the Apple Store on 7/26/22 and spoke to a supervisor. He said they handled the return correctly, sent the want to Apple in CA tracking info **********************************, it was revived in Fontana, CA on 7/21/22 at 7:08 AM. The store couldn't help me with the credit because I bought it online and even though they accepted it at the store, they can't help me and I have to talk to the online store because they sent it off to them. It is a complete run around. I returned it to the Apple store, they accepted the return and they issued a receipt for it but the credit never went back on my card. I have filled out a dispute with Bank of America (my credit card company) but this is so ridiculous that I returned an item but can't get a refund and no matter who I talk to at online customer service or the in person at the Apple store they refer me to the other Group. I asked to speak to a manager and they told me that they would have someone call me in 3-5 business days. This has been a terrible experience and I just want my refund. Thanks
  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/08/01) */
  August 1, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (2000, 7, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It would be a lie to say they haven't tried to help me, but too many players, countermanded resolutions, and failed attempts to resolve issues continue. Ignoring several very real problems that have persisted for the last year in spite of previous complaints that i thought were resolved. I had the same problems getting in touch, staying connected, long hold times, unfulfilled promises and incompetant attempts to correct mistakes by your employees. If you listen to those recordings the executive relations manager says differently than The Tech. **** ***** made promises and tech support didn't completely fulfill them, (see current execs response below.) You say I've got more than most people in the way of special attention, that's because ive had more than my fair share of miscommunications and incompetence and tech failures over the last year or more including technical glitches with your automated switchboard. Too many reps can't speak clear english, contradict and/or countermand previous decisions while denying that those were the decisions made previously and not taking adequate responsibility for damaged data resources
  
  ___________________________
  
  I read other BBB complaints that detail some if the problems i've had, its not an isolated thing
  ________________________________
  
  On Jul 27, 2022, at 10:36, ************* <*******************> wrote:
  
  Hello *****,
  
  Thank you for the affording Apple the opportunity to assist with your recent issue. Should you have any further questions that can be answered by Apple, you should contact Apple Support through normal support channels.
  
  I'm sorry you are dissatisfied with Apple's response.
  I will be happy to review any new information, and will get back to you within one business day. Otherwise, future contact with Apple expressing your dissatisfaction with our answer may not be responded to.
  
  We apologize for any inconvenience or frustration.
  
  Best Regards,
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/08) */
  August 8, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple has discussed the matter with the customer and provided an answer.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Notice how they ignored my complaint including a complaint that they didn't finish helping me or resolve issues having to do with me being shortchanged and promised help with compensation previously promised but not given completely as promised. I do not consider the matter closed, far from it and I'm sick of being blown off.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  August 16, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's August 8, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  they are not speaking with me and haven't since i filed the complaint, they made a concession and sold me stuff and never gave me competent access and tech support and i havent renewed AppleCare because of it. This response is a lie, they havent discussed the matter with me since i filed this complaint, and they are being ***** about it. I havent gotten the tech help they promised me for my many purchases, my equipment doesn't work because i don't know how to use it, and I'm sorely tempted to publish a story about ******** if they dont stop being so evasive and tight lipped about this.