Complaints

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

close

Find a Location

Apple Inc. has 222 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Inc.

  10030 Little Patuxent Pkwy Columbia, MD 21044

• 

  Apple Inc.

  5500 Buckeystown Pike Frederick, MD 21703-8331

• 

  Apple

  825 Dulaney Valley Road Towson Town Center, Level 2 Towson, MD 21204

• 

  Apple Inc.

  1220 Market St Lynnfield, MA 01940-4049

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:07/27/2022

  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.

  The phone was sent to me damaged. I was told by my provider to go to an apple store to get it replaced. I went to the Northbrook Court store In Northbrook IL where I was treated very rudely by the store manager, and they refused to do nothing about the issue
  

  Business Response

  Date: 08/15/2022

  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."
  
  "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"
  
  The following Apple Authorized U.S. and Canada Reseller Return and Refund Policy excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/sales-policies/reseller.html:
  
  "Apple Authorized U.S. and Canada resellers have established their own return and refund policies. When you purchase Apple products from our authorized resellers, you must carefully follow their sales and return policies."
  
  Apple records confirm the customer's iPhone 13 was purchased on July 19, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. On July 27, 2022, a careful examination of the iPhone by Apple revealed a scratched screen, which Apple does not attribute to a manufacturer's defect. This issue is the result of cosmetic damage. 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.
  
  The customer may contact the Apple Authorized reseller to discuss the Apple Authorized reseller's return and refund policy as it relates to the iPhone the customer purchased from the Apple Authorized reseller.
  
  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.

• Initial Complaint

  Date:07/27/2022

  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.

  On July 17th I purchased an app from the Apple Store that offered a 4 month customized plan. I answered specific questions and all that was provided were workout videos. I canceled the subscription and deleted the app within 3 hrs of purchase, in tandem with contacting the app to inquire on my customized plan. I explained it was false advertising and goods and services. After no attempt to refund my money, I contacted my credit card and filed a dispute. They resolved the dispute Jul 23 and credited my account $52.99. On July 25th I started receiving pop-ups on my iPhone that my account has been disabled in the App Store and iTunes. I contacted Apple support via text on July 26. I was able to verify my account and everything seemed fine. BUT immediately afterward, I received an email that my iCloud storage was full. I checked my account, as I had an Apple One Premier account which includes icloud+ (2TB of storage,) and see my plan was cancelled Jul 26. I contact apple again via text and am told I need to speak to a rep. Apple calls me at 8:40 on Jul 27 and says no problem, just re-subscribe for the plan. After several failed attempts using my credit card, even though I received an email from the cc company saying my card was ready to use in Apple pay, I reach out to Apple again via text and they inform me that Apple has banned my credit credit b/c I received a chargeback. That until I reverse that with my bank, they will not reinstate the use of my credit card. *Apple cannot manage my money.* I understand a policy is in place to protect consumers from fraud and I fully appreciate these efforts. However, when the situation comes to light, then Apple needs to course correct. The only fraud and flag that should be placed is on Apple's app that is falsely promising services. I never claimed the charge was made incorrectly or fraud on my account. Their policy directly impacts my ability to be an informed consumer with rights over my own finances.
  

  Business Response

  Date: 09/08/2022

  Consumer Response /* (-5, 8, 2022/08/12) */
  No. Apple has not made contact to correct the issue.
  
  
  Business Response /* (1000, 9, 2022/08/15) */
  August 15, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at ******************************************************
  
  "B. USING OUR SERVICES
  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., Apple Distribution International Ltd. is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple Distribution International Ltd., which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. If you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: ***********************************
  
  Apple will charge your selected payment method (such as your credit card, debit card, gift card/code, or other method available in your Home Country) for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.
  
  If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Content's availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. For more details about how Transactions are billed, please visit *********************************. 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. Terms related to store credit and gift cards/codes are available here: *****************************************************************
  
  "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."
  
  Apple received a chargeback from the customer's financial institution. A chargeback indicates the financial account holder initiated a dispute with their financial institution for Transactions which may be considered fraudulent or unauthorized. As a result of the chargeback, the associated Transactions were refunded, and Apple disabled the customer's account and banned the customer's payment method as a preventative measure against the possibility of additional unauthorized activity.
  
  The customer may contact Apple at ********************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  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 *****************************
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already taken the steps outlined by Apple as resolution and received none. As stated in my complaint, I spoke to an Apple rep on July 26 and verified my account. I then spoke to them again July 27 and stated there was NO FRAUD on my account. (The only fraud and/or misrepresentation of goods/services was the app hosted by Apple. ) Apple refused to reinstate my credit card under the guise of policy. Apple cannot dictate management of consumer finances. I went to the app for refund and got nowhere. Then I went to my credit card. These are logical and acceptable steps in this matter. Again, I've already verified my account and informed apple there was no fraud on my credit card. I've contacted Apple at least 4-5 times on this matter and I am not going to argue with a representative who has no authority in this instance. The only action is for Apple to lift the ban on my credit card.
  
  
  Business Response /* (4000, 13, 2022/08/23) */
  August 23, 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 15, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 15, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apple has done nothing to correct the issue, in fact I find the responses dismissive. If Apple cannot give a direct number with an actual POC to remove the flag from my credit card, then this matter remains open. It's my money, my accounts, and Apple is a service provider/fiduciary, NOT a financial advisor. Apple wants a monopoly and to not allow consumers, BBB or any other governing body outside of their corporation to have a voice. APPLE DOES NOT HAVE THE RIGHT TO CONTROL CONSUMER'S FINANCES.

• Initial Complaint

  Date:07/27/2022

  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.

  My wife locked me out of my iphone and I didn't have my apple id password written down. Now Apple support is telling me I have to wait 13 days until they will let me reset my password or gain access to my phone. My phone contains all of my personal and financial information and losing access will greatly affect my ability to work and to function
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  We appreciate the customer's feedback regarding Apple ID two-factor authentication, as Apple treats all customer concerns with paramount importance.
  
  Two-factor authentication is an extra layer of security for your Apple ID designed to ensure you're the only person who can access your account, even if someone knows your password. To keep your account as secure as possible and help ensure you never lose access, you should remember your Apple ID password, use a device passcode on all your devices, keep your trusted phone number(s) up to date, and keep your trusted devices physically secure.
  
  If you can't sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account . If you generated a recovery key, you can use your recovery key to regain access to your account instead . Using a recovery key is more secure, but it means you're responsible for maintaining access to your trusted devices and your recovery key. If you lose both of these items, you could be locked out of your account permanently.
  
  Although Apple Support can answer questions about the account recovery process, we cannot verify your identity or expedite the process in any way.
  
  Apple recommends the customer carefully review Apple Support article "Two-factor authentication for Apple ID", available at https://support.apple.com/en-us/HT204915.
  
  At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple ID account. Details regarding privacy at Apple are available at https://www.apple.com/privacy.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• 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:07/26/2022

  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.

  On July 26,2022 I looked at my bank statement online because I suspected that my money was coming up missing frequently. I noticed that on this day, there were (2) charges for 7.69 and 15.38 to apple.com/bill. I do not currently own ANY apple products and haven't for well over a year. As I looked at my previous months statements, there were different charges from apple.com/bill throughout my statements. I went as far back as my banking app would allow me to and I can see that apple has been taking money from me without any authorization from me whatsoever. I decided to open a chat at the apple site and talk to someone about this. That person's name was Saleem ******* and he gave me a Case # of ************. He stated that he would have to have Apple Support call me later in the day to help me and we agreed that I would be available at 4pm to take that phone call. At 4:06pm, an Apple Support team member called me and never gave me his name. He was *****************. He asked me a few interrogating types of questions and I answered them all honestly. He made a few remarks which led me to think that he didn't believe my answers. He put me on hold for a lengthy amount of time. When he returned to the call, he said that if I had an Apple product before even if I got rid of it, I would still have to pay for Apple charges. This made no sense to me. Then, he said that he was going to request a refund for me but he never told me the amount of the refund nor did he provide me with any reference # or any details about how far back he went to see how long I've been paying these unauthorized charges. I know it has been well over a year and amounts to over $340. When I asked him to tell me exactly what these charges were for, he told me that "Apple isn't required to give any information regarding the exact details of charges". I was shocked ! Then, he told me it would be up to 45 days to be refunded ! And then he said goodbye and hung up. I want every penny refunded to me.
  

  Business Response

  Date: 09/22/2022

  Consumer Response /* (-5, 8, 2022/08/13) */
  apple.com/bill charges are still appearing on my bank statement. I have received absolutely no communication from Apple. This is ridiculous that they feel it is okay to just keep on charging me for who knows what. I own NO Apple products !
  
  
  Business Response /* (1000, 9, 2022/08/18) */
  August 18, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
  
  "B. USING OUR SERVICES
  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., Apple Distribution International Ltd. is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple Distribution International Ltd., which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. If you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: https://support.apple.com/HT204030.
  
  Apple will charge your selected payment method (such as your credit card, debit card, gift card/code, or other method available in your Home Country) for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.
  
  If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Content's availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. All Transactions are final."
  
  "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."
  
  "G. 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 minutes without re-authenticating unless you've asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: https://support.apple.com/HT201304.
  
  APP MAINTENANCE AND SUPPORT
  Apple is responsible for providing maintenance and support for Apple Apps only, or as required under applicable law. App Providers are responsible for providing maintenance and support for Third Party Apps."
  
  While Apple empathizes with the customer's situation, the customer is responsible for maintaining the confidentiality and security of their Apple ID. Apple is not responsible for any losses arising from the unauthorized use of the customer's Apple ID. Apple, based on the Apple Media Services Terms and Conditions, declines the customer's refund request.
  
  Apple recommends the customer review Apple Support article "Request a refund for apps or content that you bought from Apple", available at https://support.apple.com/en-us/HT204084.
  
  If the customer is concerned an unauthorized person might have access to their Apple ID, Apple recommends the customer carefully review Apple Support articles "If you think your Apple ID has been compromised", available at ****************************************, and "Security and your Apple ID", available at *****************************************
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple Support. Please be assured this matter has been forwarded to the appropriate individuals.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 11, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Let me understand this clearly. And let me help Apple to understand me clearly. I do NOT own ANY Apple products and haven't for a very long time (2 + years). I was told by one of your representatives that Apple is NOT obligated to even tell me what these charges are for. I do NOT have an Apple ID and haven't had one since over 2 years ago when I left your company and your products forever. This is pure FRAUD on YOUR part. You cannot just randomly start charging a stranger for whatever you choose to without ANY explanation. I did NOT make ANY Apple purchases whatsoever and it is clear that your company somehow accessed my banking information fraudulently and I expect you to give me EVERY penny you took from me without ANY authorization from me. Should you choose not to, I will take this as high up as I can and I will expose your company for this as well as many other deceptive practices that I am now fully aware of. You do NOT have the right to scam the general public, especially elderly persons, out of income they worked hard for and then arrogantly tell them that because you are Apple Inc you do not even have to give them an explanation of what it is you charged them for !
  
  
  Consumer Response /* (-5, 12, 2022/08/19) */
  I have just read the thousands of other complaints against Apple Inc on the BBB website. I have also now learned that Apple Inc is NOT accredited by the BBB. And, I have read the numerous complaints from other consumers who have also had fraudulent charges appear from Apple.
  
  
  Business Response /* (4000, 14, 2022/08/26) */
  August 26, 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 August 18, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 16, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I stated previously,Apple cannot just fraudulently place unauthorized charges on anyone's bank account that they choose to. I do NOT have ANY Apple products and I have NOT purchased any apps from Apple. If this money isnt returned to me, I will hire a lawyer and go after Apple for not only the unauthorized charges but also for the stress caused by these charges. Apple has many complaints against them for this same thing. You would think that a billion dollar company would operate legally and not rip people off.

• Initial Complaint

  Date:07/26/2022

  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.

  Let me start by saying that I have been a huge fan of Apple products since the beginning. Between my personal and business phones, computers, watches, and accessories, I spend well over one hundred thousand dollars every year on new devices from Apple. I am a 2x grammy winning producer and songwriter, an actor/director, and streamer. I have worked with artists ranging from *******,****** **********,********** and many others. So I use Apple products, a lot.
  
  THE ISSUE
  I wanted to erase some of the stuff on my personal computer so I decided to call Apple for assistance in doing so. The lady I was connected to acted as if she didn't know a thing about computers. She told me that she was reading instructions. This made me nervous because I didn't want to lose any of my data. Until this day I had not a single problem wrong with this computer. She asked me to download a program where she could see my screen and she walked me through what I needed to do. I followed her directions to a T and would confirm before proceeding. Her instructions resulted in me losing all of my data. ******************************************************************************************* ******************************************************************************************** and more that cannot ever be replaced. The masters are worth well over 10 million dollars alone because a few were on top 100 billboard! My computer is also overheating now and audio will skip when working in my home studio. The computer will randomly shut down now as well. This has been a nightmare.
  
  I have been very decent regarding this issue giving the circumstances. I have debated pursuing legal action, but I wanted to try this first to see if Apple will make it right. I have tried to Contact Apple through support and its been a nightmare.
  
  I would like Apple to replace my computer with an IMac Pro or Mac Pro to make this right. My computer cost roughly 5K, Hard Drive $600, and the lost data was priceless.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/08/18) */
  August 18, 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:
  
  "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."
  
  "YOUR RESPONSIBILITIES
  IF YOUR APPLE PRODUCT IS CAPABLE OF STORING SOFTWARE PROGRAMS, DATA AND OTHER INFORMATION, YOU SHOULD MAKE PERIODIC BACKUP COPIES OF THE INFORMATION CONTAINED ON THE STORAGE MEDIA TO PROTECT THE CONTENTS AND AS A PRECAUTION AGAINST POSSIBLE OPERATIONAL FAILURES."
  
  The following APPLE INC. SOFTWARE LICENSE AGREEMENT FOR macOS Big Sur excerpt(s) may be viewed at https://www.apple.com/legal/sla/docs/macOSBigSur.pdf:
  
  "9. Limitation of Liability. TO THE EXTENT NOT PROHIBITED BY APPLICABLE LAW, IN NO EVENT SHALL APPLE, ITS AFFILIATES, AGENTS OR PRINCIPALS BE LIABLE FOR PERSONAL INJURY, OR ANY INCIDENTAL, SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, CORRUPTION OR LOSS OF DATA, FAILURE TO TRANSMIT OR RECEIVE ANY DATA OR INFORMATION (INCLUDING WITHOUT LIMITATION COURSE INSTRUCTIONS, ASSIGNMENTS AND MATERIALS), BUSINESS INTERRUPTION OR ANY OTHER COMMERCIAL DAMAGES OR LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OR INABILITY TO USE THE APPLE SOFTWARE OR SERVICES OR ANY THIRD PARTY SOFTWARE, APPLICATIONS OR SERVICES IN CONJUNCTION WITH THE APPLE SOFTWARE OR SERVICES, HOWEVER CAUSED, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT OR OTHERWISE) AND EVEN IF APPLE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES."
  
  We recommend our customers make periodic backup copies of the information stored on their Apple product as a precaution against possible operational failures, or unexpected loss or theft of the Apple product; these recommendations are outlined in the Apple product's associated Limited Warranty or AppleCare+ Plan documentation, available at https://www.apple.com/legal/warranty. Although Apple provides various resources and services to help customers manage, secure, and backup their data, it is the customer's responsibility to maintain an appropriate alternate backup of their information and data. Some of these resources are noted below:
  Back up your Mac -- https://support.apple.com/mac-backup
  
  Apple records confirm the customer's iMac (Retina 5K, 27-inch, 2019) was purchased on July 9, 2020, and it was covered by the Apple One (1) Year Limited Warranty through July 9, 2021. The customer's iMac (Retina 5K, 27-inch, 2019) is approximately thirteen months outside of the Warranty Period. As such, Apple declines the customer's request for a covered repair or replacement. While Apple empathizes with the customers situation, and understands our customers' data is invaluable to them, Apple does not provide data recovery services or compensation for lost data.
  
  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, 10, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My complaint doesn't have anything to do with the Waranty of a the device. My issue is that I contacted Apple's tech support and they completely trashed my computer when they took it over remotely.
  
  I spend hundreds of thousands of dollars with Apple every year for my company, and to have Apple respond with something that is completely irrelevant to the above mentioned issue is very frustrating. If this does not get resolved I will no longer use Apple's products personally or with my company. I will take my business to Microsoft where they actually take care of their customers. Apple use to have the best customer service, but in the last few years that has declined dramatically.
  
  Your customer service agent destroyed my computer. It said that it was being recorded so you should have record of this. Again, this has nothing to do with a warranty. I called Apple to see if they would help me with a simple software update and they remotely went onto my computer and destroyed it. It was working fine before this point. Please let me know if you plan on resolving this or if I am going to have to pursue legal action.
  
  I look forward to your response.
  
  Best Regards,
  
  
  Business Response /* (4000, 12, 2022/08/31) */
  August 31, 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 August 18, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/26/2022

  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 a gold iPhone 13 Pro online through the military veteran website for pick up at the Friendly Shopping Center. When I arrived to the store to pick up my phone, I realized I preferred the Alphine color instead. I asked the the store associate if I could exchange the color of my iPhone but was told they were unable to do the transaction because I placed the order online. The only options given were to obtain a refund back to my credit card, receive a store credit or repurchase the phone. I was told if I were to repurchase the phone in-store, I would have to pay more for the phone than what was initially paid online. Unbeknownst to me, the military discount in the store is less than it is online which makes absolutely no sense. The only way I could receive the discounted price I initially paid was to repurchase the device online and schedule a new pick up time resulting in another two hour wait while they prepared my order. I opted for a gift card so I wouldn't have to wait 5-7 business days for the refund to process. Unfortunately when I tried to replace the order online for pick up, the store didn't have enough iPhone 13 Pro phones in the Alphine color in stock to place an order; so I had to wait until more inventory came in. They only other option I had was to commute to Raleigh or Charlotte which was an almost two hours in the opposite direction of travel. My trip to the Apple Store was a complete waste of time and gas because I left the store without the phone I paid for because they were unable to facilitate an exchange!
  There's more to the story but not enough characters to include all details. I am extremely disappointed and would like to be compensated for the inconvenience. I spent 4 hrs driving to and from the closest Apple Store, spent an hr in the Apple Store, and another 3 hrs on the phone in attempt to purchase a new iPhone and still do not have the new phone. The level of customer service received was unsat for a company of this caliber.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/09) */
  August 9, 2022
  
  
  Better Business Bureau
  1112 S Bascom Ave.
  San Jose, CA 95128-3507
  BBB Case ID: #*******
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office contacted the customer regarding their request to for compensation and appreciate the customer providing Apple feedback regarding their experience. Please be assured that Apple considers all of our customers' concerns to be important.
  
  Apple, per the aforementioned terms and conditions, declined their request for compensation.
  
  The following excerpt from the Apple Veterans and Military Purchase Program is available at :
  
  "Apple Card Monthly Installments (ACMI) are not available as a payment type in this special storefront. Please visit an Apple Store location or the Apple Online Store if you wish to use ACMI at checkout. Please note that purchases made at an Apple Store location or through the Apple Online Store are not eligible for the discounted pricing available at this special storefront."
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  Apple
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The source of my complaint had nothing to do with Apple Card Monthly Installments (ACMI) nor was I trying to make a payment at the storefront during checkout. This shows yet again the high level of incompetence that exist within Apple's Customer/ Technical/ Sales Departments. I purchased an iPhone 13 Pro (in full) via Apple's Veteran and Military Purchase Program online for pick up in a local store. When I arrived to the store, I preferred a different color than the one I initially ordered and Apple was unable to process the exchange. In the store was when I found out the military discount was a different amount in store than it was online. The problem is still unresolved and believe compensation is necessary for the lack of customer support and time wasted.
  
  
  Business Response /* (-10, 10, 2022/08/29) */
  August 28, 2022
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  BBB Case ID: #*******
  
  
  Dear Better Business Bureau:
  
  Per our response on August 9, 2022, Apple's position remains unchanged.
  
  Should the customer need assistance on a separate issue, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  Apple

• Initial Complaint

  Date:07/26/2022

  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 a Microsoft 365 subscription through Apple which does not work. They refuse to stand by their subscription and Microsoft says no such subscription exists. Apple refuses to refund me for an annual subscription that does not work.
  

  Business Response

  Date: 07/28/2022

  Consumer Response /* (-5, 5, 2022/07/27) */
  I would like to retract the complaint. I made an error which a subsequent conversation with an understanding rep was able to point out.

• Initial Complaint

  Date:07/26/2022

  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.

  My apple watch SE is 1year 88 days old. It's been a great watch and have had ZERO problems with it. Two days ago I downloaded the new update and ever since than Ive had a number of issues listed below:
  
  Watch won't take heart rate or record workout
  Battery died in 3 hours and took 7+ hours to fully charge
  Watch won't turn on when I rotate it
  Now the watch is stuck in an endless cycle of not turning on and just cycling through the apple logo.
  
  I have tried everything suggested on their website to fix it.
  Power on and off
  Unpair
  hard reset
  
  I contacted Apple and they suggested I send the watch to them and pay $250. This watch is in pristine condition, never dropped and never in water. It worked perfectly until the UPDATE and now they want to collect $250 to fix it. Such a scam.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 6, 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.
  
  The following Apple One (1) Year Limited WarrantyE excerpt(s) may be viewed at ***************************************************************
  
  "Apple Inc. of ******************************************************* ("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."
  
  Apple records confirm the customer's Watch SE (GPS + Cellular) was purchased on May 2, 2021, and it was covered by the Apple One (1) Year Limited Warranty through May 2, 2021. The customer's Watch SE (GPS + Cellular) is approximately three months outside of the Warranty Period. As such, Apple declines the customer's request for a covered repair or replacement.
  
  Apple Watch 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 ***************************************
  
  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 *****************************
  
  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 ***************************** to submit feedback on Apple products and services.
  
  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, 8, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I took it to the genius bar and they told me this has been happening since the update. The sales person or tech said that morning he had the same exact thing happen. This is beyond a warrenty issue, this is a faulty product issue. Please replace my watch.
  
  
  Business Response /* (4000, 10, 2022/08/17) */
  August 17, 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, 12, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  IM glad you see it as resolved, I do not. A perfectly fine watch ruined by an update and no accountability from Apple. Billion dollar company that doesn't stand behind their products.

• Initial Complaint

  Date:07/26/2022

  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.

  June 26th went into an Apple Store after I started a claim for my son's iPad. After 3 hours in the store with an associate troubleshooting the device to finally determine it wasn't powering on and he wasn't able to get any readings from the device deeming it to be a manufacturer issue and saying the iPad would have to be replaced. They did not have a replacement in store which was fine because I explained we needed the replacement to also have engraving as the original one did explaining that my son uses his iPad in school and for a special summer drawing program and it's easier to keep up with who's item belong to who and for him to have a sense of ownership and responsibility. The rep made detailed notes of the device needing engraving and set up a call from Apple to reach me before leaving out of the store. Apple called that same day and the rep I spoke with confirmed the engraving would be on the device. An item fee was held on my credit card and the device came June 28th with no engraving. We called back that same day and spoke with senior associate ***** that assured us if we sent the new item back that wasn't engraved and email him the receipt he would get the correct replacement with engraving out immediately which we did the same day. After not hearing anything back we called back in July 10 spoke with *******. After almost two hours of being on the phone she stated a lot of things were done incorrectly and she would assure they're corrected and the information is updated. ******* scheduled a call to speak with me the following day, which was over a hour long July 11 where she had to close the previous case ************ (same issue) and create a new case number ************ and item was to ship after going through the engraving process. July 12th I received an email with the printable label. But never received a box in the mail so I assumed it would go as ******* said and ***** and the other two reps and the replacement item would be shipped then I would
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/10) */
  August 10, 2022
  
  
  
  ***************************************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple Support. Please be assured this matter has been forwarded to the appropriate individuals.
  
  The customer has been in contact with Apple, and we anticipate reaching a satisfactory resolution regarding the issues described in the customer's letter to the Better Business Bureau. Should the customer need further assistance, the customer may follow up with Apple at the telephone number previously provided to them, or respond to the most recent email.
  
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not offer a resolve other than reaching out to the Apple customer service which my complaint states has been exactly what I've been doing since June 25, 2022 with no great success. The lack of escalation to someone other than their standard customer service is a greater example that the company does not handle situations properly when they drop the ball. They simply pass it off to someone else rather providing a solid resolve. So again, I'm being forwarded to have someone else handle the situation.
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  August 22, 2022
  
  
  
  ***************************************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's August 10, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.