Complaints

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

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Inc.

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

• 

  Apple Store

  701 W Georgia St Vancouver, BC V7Y 1G5

• 

  Apple Store

  310 Daniel Webster Hwy # 261 Nashua, NH 03060-5707

• 

  Apple Store

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

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

• Initial Complaint

  Date:08/02/2022

  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 pay for AppleCare+ Theft And Loss, went to have my phone serviced. At the Mall Of New Hampshire in Manchester New Hampshire. They broke part of my device. Couldn't open my device due to there own damage. Than claimed my phone was out of warranty repair due to "suspected tampering". When they have no way of telling such things as they themselves admitted they could not open my device. I have attempted resolutions via chat, email, phonecall MULTIPLE times and they say that there is nothing they can do. They can not get a second opinion, or anything resolved for me. They lied outright, and now are refusing to do the services that I paid for out of their own neglect.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/15) */
  August 15, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  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.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Contacted by the Apple Retail Executive Relations, he asked for my problem, and informed me he would investigate. Not before very clearly stating he "may" have to affirm the decision of the Apple Store in Manchester NH. After a few days we connected again, to which he said there is nothing they could do, he affirms the stores decision. I offered the ability to inspect my device, because the whole ordeal is based upon the Manager at Manchester NH Apple's store claiming there are "signs of tampering" with my device. As a phone service technician, I know how easily verifiable it is to check my device for original parts. But the executive claimed "we cannot offer that". He cannot offer the ability to verify a false claim? Essentially this location in Manchester NH damaged my device during attempted service, than tried to pass the blame unto me, and have now blacklisted my device from any warranty/insurance services. Blatant lying, with no path to resolution. If they could not open my device for repair, how can they come to the conclusion the device is "tampered"? To which I know for a one hundred percent fact my device is not modified or altered in any way. minus the damage the technician did to my device. Deceptive, unfair, and blatant lying of employees, with no checks or balances to ensure that they tell the truth and own up to their mistakes. No resolution was offered, they did not offer me to reach out directly they said "there is nothing we can offer". Zero effort put in by the business. They have my money and that's all they care about, and will lie through their teeth to make sure they keep it and save face.
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  August 23, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  Per our response on August 15, 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
  
  
  Consumer Response /* (4200, 11, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not changing your position, in the presence of facts and verifiable information is literally the definition of unfair business practice. This entire ordeal of gaslighting a consumer to thinking your bad, unfair, and possibly illegal actions is their fault is appalling. I paid for a service, did nothing to break my terms of service, your technician damaged my device, you attempt to gaslight me into believing it was my fault not knowing I'm a phone service technician myself so I know what is true and verifiable and that I know what does and does not void warranty. And you go to great lengths to cover it up. Absolutely abhorrent, illegal, unethical practice that needs to be rectified and those involved need to be dealt with accordingly. You cannot claim a phone has been modified without even opening the device, it's literally impossible. Also Apple devices update themselves when parts are changed. Which mine has not and can be clearly seen in my device settings and serial numbers. I refuse to back down in the presence of my one hundred percent guarantee of being right, you just refuse to allow me to prove it.

• Initial Complaint

  Date:08/02/2022

  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.

  On July 31st I was wrongfully charged . interest After reviewing my statements I reached out to Apple to inform them that they wrongfully charged me interest. Instead of help I was met with a really hard time, I was told by the reps that I owed July when I informed them that July payment isn't due until August I was then told I owed for June when we went over the statements and confirmed that I paid more than the remaining balance it then became a guessing game with the reps about where this interest charge came from. I asked several times for proof to confirm what they are saying and I was not provided with any. This is not the first time they have falsely charged me interest and I am sure they are doing this to thousands of people. This needs to be addressed and rectified.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/12) */
  August 12, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple Card is issued by Goldman Sachs Bank USA, Salt Lake City Branch ("Goldman Sachs Bank") for use on eligible Apple devices. While Apple Card is incorporated into eligible Apple devices, this consumer credit card account is provided and serviced by Goldman Sachs Bank. Goldman Sachs Bank determines the terms and conditions for Apple Card. As such, Apple refers the customer to Goldman Sachs Bank for inquiries and support related to the consumer credit card account provided by Goldman Sachs Bank.
  
  Apple recommends the customer review subtopic "How to report an issue" in Apple Support article "See your Apple Card spending history", available at https://support.apple.com/en-us/HT209489, and the Apple Card Customer Agreement, to which the customer must agree prior to using the Services, at https://www.goldmansachs.com/terms-and-conditions/Apple-Card-Customer-Agreement.pdf.
  
  We appreciate the customer providing Apple feedback regarding the customer's experience with Apple Card and Goldman Sachs Bank. Please be assured this matter has been forwarded to the appropriate individuals.
  
  If the customer requires further assistance, they may review related support topics or contact Apple Card Support at https://support.apple.com/apple-card.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted by the company. Was still given wrong information and was given no proof to back up what they were saying. Every response they gave contradicted what is on the statement released by them. This issue has not been resolved.
  
  
  Business Response /* (4000, 9, 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 12, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (2000, 11, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am not satisfied with how this was handled. The only thing I asked for was proof to back up what they were saying and. Received none. What I was being told verbally contradicted what was listed on the statement sent by them. I believe that this issue will never be resolved and I no longer wish to be contacted by this company.

• Initial Complaint

  Date:08/02/2022

  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.

  My daughter and I have been trying since march 2022 to get them to honor their AppleCare service. We have been told for 6 months that a replacement will be sent but every week we get the run around. We paid a lot of money for the warranty and they told us since it can not be repaired they would ship a replacement to us. Every week they have no answer or idea when they will send one. It is case # ************* We now have to buy a new one as they ignore our requests. At the least we asked to refund the $250 we paid for AppleCare and they refuse that too. Please help get them to honor their product!!!
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 8, 2022/08/24) */
  August 24, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple appreciates the customer's patience while we worked towards resolving this matter.
  
  The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's MacBook Air issue.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:08/02/2022

  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 received confirmation of my renewal of a purchase on Paypal for a subscription to iMusic Membership. I never had this membership, never use PayPal, yet they confirmed completion of the purchase for $82.70 july 19, 2022. INVOICE **********************************y 19 is also the deadline date given to cancel the order. It is impossible to reach the phone number provided. It rings and then goes into a busy signal. I tried to email, but it was returned as undeliverable.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  August 4, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple has no record of an interaction with this consumer based on the contact information the consumer provided to the Better Business Bureau. Apple records confirm the customer does not have an Apple Music subscription.
  
  While browsing the web, if you see a message that your iPhone, Mac, or other Apple device has a virus, or someone claiming to be from Apple calls and asks for your account name and password, you're likely the target of a scam.
  
  Scammers use any means they can, including fake emails, pop-up ads, text messages, phone calls from spoofed numbers , and flattery and threats, to try to trick and pressure you into sharing personal information, such as your Apple ID password, credit card, money, or gift cards . Always verify the caller's identity before you provide any personal information. If you receive an unsolicited call from someone claiming to be from Apple, hang up and contact us directly.
  
  Apple Support phone numbers can be found in Apple Support article "Contact Apple for support and service", available at https://support.apple.com/en-us/HT201232.
  
  Apple recommends the customer review Apple Support articles "Recognize and avoid phishing messages, phony support calls, and other scams", available at https://support.apple.com/en-us/HT204759, and "Identify legitimate emails from the App Store or iTunes Store", available at https://support.apple.com/en-us/HT201679. Additionally, the FTC Blog "Did someone tell you to pay with gift cards? It's a scam", is available for review at https://www.consumer.ftc.gov/blog/2020/09/did-someone-tell-you-pay-gift-cards-its-scam.
  
  If the customer is concerned an unauthorized person might have access to their Apple ID, Apple recommends the customer carefully review Apple Support article "If you think your Apple ID has been compromised", available at https://support.apple.com/en-us/HT204145.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.