Business Profile

Home Electronics

Apple Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,761 total complaints in the last 3 years.
3,536 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/22/2022
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 an IPAD that I forgot the passcode to. I cannot access the ipad as its link to an email that I lost password to. I try to reset password to email and it sends a 2 factor auth to myphone which i entered then it sends another code to my email that i am trying to reset password for. I cant access teh email so I say that i dont have that email> not it says wait 12 days to retry the password reset. At this point i will ask Apple to refund me for the IPAD or replace it as I cannot access the IPAD due to a stupid software bug on their end.
Business Response
Date: 08/23/2022
Business Response /* (1000, 5, 2022/08/05) */
August 5, 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 https://support.apple.com/en-us/HT204921. If you generated a recovery key, you can use your recovery key to regain access to your account instead https://support.apple.com/en-us/HT208072. Using a recovery key is more secure, but it means you're responsible for maintaining access to your trusted devices and your recovery key. If you lose both of these items, you could be locked out of your account permanently.

Although Apple Support can answer questions about the account recovery process, we cannot verify your identity or expedite the process in any way.

Apple 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:07/22/2022
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.
This is about Apple's Airpods Pro defect issue
https://support.apple.com/airpods-pro-service-program-sound-issues

I've been using the product with this defect, and learned about this program. I went to Apple Store in Bellevue Square, WA on 7/17/2022, and they sent me back immediately claiming that I'm not eligible: it needs to be purchased within one year with proof of receipt.

I came back to research and found out that's not true. So I went there second time with an appointment on 7/21/2022, they had me waiting for 30 minutes, admitted I do have the defected product and replaced with another pair.

Today, 7/22/2022, when I test the replacement, I found the product is worse than my original pair. I called Apple customer service on 7/22/2022, the response is, I'm expected to go back to the store, for at least three attempts before they can give me any other option.

Every drive for me to the store is 2 hours, it's too much waste of time with unpredictable result on an already admitted defected product.
Business Response
Date: 08/23/2022
Business Response /* (1000, 5, 2022/08/05) */
August 5, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

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

The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's AirPods Pro issue.

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

The issue reported by the customer has since been resolved.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:07/22/2022
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 1st or second I made a trip to the Los Cerritos Apple Store (without an appointment) to have my ipad looked at because the battery wasn't performing well. I am a transwoman and needed to use the restroom, to which I asked the person that was asssiting customers. The look on his face as well as that of the other customers in line was extremely transphobic and upsetting. I felt unwanted and needed to leave immediately. I ran out in tears and smashed my ipad against the glass door.

On july 6th i got the courage to speak with APple over the phone about it, to which I spoke with a senior advisor named jose. He offered to fix my ipad at no cost which I am grateful. My case ID ************ is tied to the repair. I let him know exactly what happened and he said he would have a separate team reach out to investigate and determine fair compensation as I've never been so embarassed in my life.

Well, no one reached out. I even left that senior advisor a message through the link he provided in my email [email protected], and also again, no response or follow up. I was basically dismissed nearly every step in the way.

Just looking for someone to reach out to me because this was definitely not okay. I'm afraid of even going to that Apple store now. No one even followed up like they said. I also do think some compensation is justified given the magnitude of how discriminated I felt. It clearly flies in the face of Apple claiming to be pro-LGBTQ.
Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/29) */
29 July 2022

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

Case# *******

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

The customer associated with the above-referenced case has been contacted by Apple.

Apple strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. We have escalated the customer's concerns and they were encouraged to contact us directly with any questions or issues.

Sincerely,

Apple Online Store Executive Relations
Apple
Initial Complaint
Date:07/21/2022
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 was incorrectly charged for an app subscription that I did not purchase. I signed up for a FREE 7 DAY TRIAL and I was charged immediately. I called Apple and was told I could not sign up for the trial, I then asked why would it be offered if I cannot sign up for it? I cancelled immediately and was still charged! Apple is telling me it will take 30 days to receive a refund. I'm sorry I cannot just wait around on almost $100 dollars. I called and asked for the charge to be reversed since it is a pending charge and all pending charges are not finalized and they told me they could not do anything but submit a request and wait to see if it was approved or not. I do not agree with fraudulent charges and then no help from customer service from a multi billion dollar company. I am embarrassed to have supported this company for the last 15 years. I will be switching to Samsung immediately.
Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/08/01) */
August 1, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

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

The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's subscription issue. Please refer to your financial institution for inquiries on funds availability.

If you require further assistance, please contact Apple Support at https://getsupport.apple.com.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
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 believe after experiencing the run around by apple online services trying to understand the apple educational promotion prompting extra fees in the subtotal of an attempted purchase, that the apple educational promotion is a false advertisement. One so clearly worded with what it's supposed to do bs what it does "get a Mac or iPad at a discounted price. And received up to a $150 gift card" which is not the case, which I believe Scans college students into unknowly buying what is supposed to be a free $150 gift card.
Business Response
Date: 08/23/2022
Business Response /* (1000, 5, 2022/08/05) */
August 5, 2022

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

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

This office attempted to contact the customer several times regarding their complaint. Because Apple has not received a response, Apple must assume, unless we hear otherwise, that the issues described in their complaint have been resolved to their satisfaction.

Sincerely,

Apple Retail Executive Relations
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
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 have an iPhone on my TMobile plan covered by TMobile 360.
The phone began to experience issues and 360 referred us to AppleCare for Apple products. It was painful to set up the replacement, as my dil has the phone with my active duty son in NC and I am in VA. Fi ally got the new phone. Was the wrong phone, so TMobile had to help with transferring all to new phone . Took 1 week to figure out Apple sent wrong phone. Then my 5 month old grandson became ill and transported to the nicu in a pediatric hospital 2.5 hours away from their house. *** left phone at house because she was worried about her baby. She sent the phone in asap when back home. She has paperwork to prove this dramatic story, but I told her Aplple is looking at a HIPPA VIOLATION if that is the only way to resolve this issue. Apple must believe that they are above the law to ask for a child's medical records to refund 568.00.
Apple refuses to refund the 568.00 AppleCare deposit I provided for the transaction.
Apple has the phone and my 568.00.
I didn't realize things were so bad for Apple that they need to kerp my 568.00 deposit.
And they refuse to speak with me about it, as MY PHONE ON MY PLAN THAT I PAY FOR is under the dil Apple ID. And I used MY debit card.
I want the "deposit" refunded to MY DEBIT CARD.
Apple is a joke.
The customer service is definitely lacking and I will not pay for another Apple product ever again.
Business Response
Date: 08/01/2022
Business Response /* (1000, 6, 2022/07/29) */
July 29, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

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

The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's repair billing issue.

Apple considers this matter closed.

Sincerely,

Apple Inc.

Consumer Response /* (2000, 7, 2022/07/26) */
Deposit was refunded.
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
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.
Purchased a phone through Apple that was going to give me a $400 credit when trading in my old device. This transaction was cancelled due to an Apple representatives error and now Apple refuses to refund/credit me the $400.
Business Response
Date: 07/29/2022
Business Response /* (1000, 5, 2022/07/22) */
July 22, 2022

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

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.

Should the customer need additional assistance, Apple has invited them to contact us directly.

Sincerely,

Apple Retail Executive Relations

Consumer Response /* (2000, 7, 2022/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:07/21/2022
Type:Customer Service Issues
Status:
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 went to the mall of georgia Apple branch in hopes that they would resolve technical issues in my phone being that whenever i want to charge it, it will mot chargÃ© and whenever i Connect it to bluetooth or just a AUX cord, it will not play. They proceeded to tell me that i would either have to pay for the repair and that they wouldnt be at fault if information on my phone gets lost. Ive only had my phone for about a year and it should still be under warranty. I want my phone to either be fixed or exchanged for another phone.
Business Response
Date: 08/12/2022
Business Response /* (1000, 5, 2022/07/28) */
July 28, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

Apple was unable to locate the customer's Apple product based on the information provided. The Apple product serial number is required to investigate this issue. As such, Apple invites the customer to respond with the Apple product serial number.

The serial number can be located by following instructions in Apple Support article "Find the serial number of your Apple product", available at https://support.apple.com/en-us/HT204308.

iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service.

Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at https://www.apple.com/support/products.

If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com

Sincerely,

Apple Inc.
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
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 bought an iPhone 13 pro Max last year on september 27,2021 spending around $1300 , however I lost my phone in January of this year and was able to get back my phone last Monday July 11,2022. went to an apple store to get the other persons information removed and filled out an activation lock removal request online attaching receipt as proof of purchase, However to day I got an email form apple support saying they "can't process my request" and it was a final decision. how is that okay ? how am I not able to use my phone I paid a lot for ? and I can't even contest the they're action. how are they helping the person who stole from me but not me the person who paid for the product.
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/01) */
August 1, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

We appreciate the customer's feedback regarding Find My - Activation Lock, Apple ID, and Apple ID two-factor authentication, as Apple treats all customer concerns with paramount importance.

Find My includes Activation Lock, which is a feature designed to prevent anyone else from using your iPhone, iPad, or iPod touch, if it's ever lost or stolen. Activation Lock turns on automatically when you turn on Find My on your device. After it's turned on, Apple securely stores your Apple ID on its activation servers and links it to your device. Your Apple ID password or device passcode is required before anyone can turn off Find My, erase your device, or reactivate and use your device.

If you can't find your Apple ID or reset your password, you'll lose access to your account and might be unable to use or reactivate your device. To help prevent this, visit your Apple ID account page https://appleid.apple.com periodically to review and update your account information.

Two-factor authentication is an extra layer of security for your Apple ID designed to ensure you're the only person who can access your account, even if someone knows your password. To keep your account as secure as possible and help ensure you never lose access, you should remember your Apple ID password, use a device passcode on all your devices, keep your trusted phone number(s) up to date, and keep your trusted devices physically secure.

If you can't sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account https://support.apple.com/en-us/HT204921. If you generated a recovery key, you can use your recovery key to regain access to your account instead https://support.apple.com/en-us/HT208072. Using a recovery key is more secure, but it means you're responsible for maintaining access to your trusted devices and your recovery key. If you lose both of these items, you could be locked out of your account permanently.

Although Apple Support can answer questions about the account recovery process, we cannot verify your identity or expedite the process in any way.

Apple provides various resources and features to help customers manage their Apple ID and devices. Some of these resources are noted below:
"Activation Lock for iPhone, iPad, and iPod touch", available at https://support.apple.com/en-us/HT201365.
"How to remove Activation Lock", available at https://support.apple.com/en-us/HT201441.
"If you forgot your Apple ID password", available at https://support.apple.com/en-us/HT201487.
"Two-factor authentication for Apple ID", available at https://support.apple.com/en-us/HT204915.

At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple ID account. Details regarding privacy at Apple are available at https://www.apple.com/privacy.

Apple considers this matter closed.

Sincerely,

Apple Inc.

Consumer Response /* (3000, 7, 2022/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am aware of the resources available and submitted request to apple support which was denied if even though I have more than enough evidence showing I am the original owner of this phone. that is the whole reason for the complaint.

case number is ************

and with regards to privacy, if apple is so big on privacy how was the people who stole my phone where able to remove my iCloud account and get into the phone ?

Business Response /* (4000, 9, 2022/08/11) */
August 11, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

Apple's August 1, 2022, response to the Better Business Bureau remains unchanged.

Apple considers this matter closed.

Sincerely,

Apple Inc.

Consumer Response /* (4200, 11, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
both responses are non responses and shows their unwillingness to look into the individual case or help in any way without any accountability
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
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.
Date of Transaction: July 11, 2022

I submitted a refund request through Apple due to a minor making unauthorized charges. The amount of the charges ranges from $6 to 324 dollars. The purchases that the minor made was an app called Roblox and Twitch. When I submitted my request Apple came back stating "We reviewed our claim, and your purchase doesn't meet conditions for a refund." I submitted an Appeal because it allowed to submit an Appeal, I explained how a minor made these purchases and I did not authorize. I asked to speak with a representative they stated that on their end they were not able to refund me my money. I asked what changed because I have gotten refunds before for the same issue. I asked to speak with a manager she stated she was a manager/supervisor there was nothing in her end that she can do to overturn the decision. Out of all the purchases that were made Apple refunded two transactions of $6.48 dollars that was it.
Business Response
Date: 08/22/2022
Business Response /* (1000, 5, 2022/08/04) */
August 4, 2022

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

BBB Case #: *******

Dear Better Business Bureau:

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

The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https:// www.apple.com/legal/internet-services/itunes:

"B. USING OUR SERVICESPAYMENTS, TAXES, AND REFUNDSYou can acquire Content on our Services for free or for a charge, either of which is referred to as a "Transaction." Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of Apple Distribution International Ltd., Apple Distribution International Ltd. is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple Distribution International Ltd., which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. If you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: https://support.apple.com/ HT204030.

Apple will charge your selected payment method (such as your credit card, debit card, gift card/code, or other method available in your Home Country) for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.

If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Content's availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. All Transactions are final."

"ACCOUNTUsing our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised."

"G. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)IN-APP PURCHASESApps may offer content, services or functionality for use within such Apps ("In-App Purchases"). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases - separate from any authentication to obtain other Content - by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen minutes without re-authenticating unless you've asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: https://support.apple.com/HT201304."

Apple provides various resources and features to help customers monitor and manage their child's device usage and purchase capabilities. Some of these resources are noted below:

Require a password for App Store and iTunes purchases:
https://support.apple.com/en-us/HT204030
Use parental controls on your child's iPhone, iPad, and iPod touch:
https://support.apple.com/en-us/HT201304
Prevent in-app purchases from the App Store:
https://support.apple.com/en-us/HT204396
Approve what kids buy with Ask to Buy:
https://support.apple.com/en-us/HT201089
Use Restrictions in iTunes on your PC:
https://support.apple.com/en-us/HT201659
Restrict access to content on Apple TV:
https://support.apple.com/guide/tv/restrict-access-to-content-atvbbaf126df/tvos
Use Screen Time on your iPhone, iPad, or iPod touch:
https://support.apple.com/en-us/HT208982
Use Screen Time on your Mac:
https://support.apple.com/en-us/HT210387

As describe in the excerpts above, In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID.

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

The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's refund issue.

Apple considers this matter closed.

Sincerely,

Apple Inc.

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Apple Inc.

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Apple Inc. is NOT a BBB Accredited Business.

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Apple Inc. is NOT a BBB Accredited Business.