Complaints

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:04/16/2025

  Type:Delivery 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 an iPad and Apple Pencil from Strictly Apple on April 7th 2025. I received the package on April 10th 2025, and had issues with the device. I brought this to the attention of customer service and was told I would receive a shipping label. I never did. I found out through my own troubleshooting and buying a new Apple Pencil that it was the iPad and not the Apple Pencil, and so I reached out again. I once again did not receive a shipping label for the item and called. He sent me a shipping label and said their system was down. I feel incredibly nervous sending this iPad back as I have read several reviews stating that this company will lose the package in transit and then I will be ineligible for a refund. I am very disappointed that I received a broken product, and I am now 500~$ into this with nothing to show but a broken iPad. I purchased the iPad because I am a digital artist and there is something faulty with the screen: I also read that this company replaces their devices broken pieces with aftermarket parts, making them unreliable. I feel that this iPad likely had a screen repair at some point, and it will not work properly with the pencil. (Attached images shown below)

  

  Business Response

  Date: 04/16/2025

  Hello! We are contacting the customer within the next 24 hours to resolve this issue. 

  Customer Answer

  Date: 04/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23210959
  
  I am rejecting this response because I was sold a faulty device and the business is still charging me a restock fee. I do not think its fair that I will have to pay 97$~ when I have no product and nothing from this company. I dont believe I should have to pay 97$ for nothing. 
  
  Regards,
  
  ********* *******

  

  Business Response

  Date: 04/21/2025

  Good Afternoon and To Whom This May Concern,

   

  On 4.11.25 at 8:54am, Ms. ******* reached out to us via email stating she wanted return the Apple Pencil from her order *****. She stated that the device failed to stay continuously stay connected to the iPad Air 4th Generation. At 10:01 on 4.11.25, our **************** Manager ******* ****, replied to her message stating that we'd be more than happy to exchange the device. He also informed her that he'd me more than happy to send out a replacement device at no additional charge. At 7:51pm, Ms. ******* emailed ******* again. This time stating she purchased her own Apple Pencil from another retailer. She then followed up by stating that the was having the same issue with the new Apple Pencil. Both Ms. ******* and ******* agreed that the issue must be that of the iPad Air. On 4.14.25 at 10:29am, ******* replied to her email acknowledging the issue. And that he would send out a return shipping label, again for the iPad Air. Towards the end of business Ms. ******* called directly. Spoke again with *******. Again acknowledging the issue. All while attempting to reassure her that the matter would be taken care with the upmost priority. On 4.16.25, we were informed that a BBB complaint was filed. ******* reached out to her via email. Again, acknowledging her concerns with the device. Bringing attention to the fact at this point she had reservations about sending the device back. She claims she read various issues online about shipments missing along with other statements of how we use aftermarket parts on our device. We at ****************** due use both OEM and Aftermarket parts if need be. Said information is also listed on our website within the Conditions Guide for every device. Link Here - **********************************************************;

  Our **************** Manager, to the best of his ability, attempted to not only ease Ms. ******** concerns both via phone and email but also with the upmost confidence. Assured her that we will resolve her issue. 

  Today 4.21.25, Ms. ******* emailed stating she expected to be refunded in full. And that the device was returned today.  She was respectfully informed that she made the choice to decline us fixing the issue or the offer of exchanging the device. She was also informed that we did received the device. It was not was not misrepresented in any way. And our restock fee of 20% will be applied. At 2:20pm today, she again stated her dissatisfaction regarding the restock fee. Then at 2:21pm. She followed up with an email stating to "just issue the refund." At 3:56pm today, ******* processed the refund in the amount of $341.58. (Screenshots of the final conversation about sending the refund provided)

  As of 4:34pm - we made two different attempts to process the refund per her request. Only for them to fail. Via the screenshot provided with her requesting for us to process the refund. @2:20pm. She made good on her willingness to process a Chargeback. 

  We again have already attempted to resolve the matter. However, this customer has backtracked. 

  Thank You

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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.

  Making a complaint against Strictly Apple in ****.

  On January 31, 2025, I agreed to sell my blue iPhone 12 Pro to Strictly Apple for the amount of $193. I had dropped off the package at my local *** store on February 7, 2025, which included the phone, original box, charging cable, using the prepaid label with the *** tracking number.

  I got an email on February 13, 2025, stating that my package had arrived at Strictly Apple and they would start inspecting my phone. Later on the day of February 13, 2025, I got another email stating that my request for paper check would be issued out by the end of the day.

  As of April 14th, 2025, I have yet to receive my payout for my device. I reached out to Strictly Apple on March 15th, 2025, as well as on March 26th, 2025, to see if they had sent the check to which I had not gotten a response back from them.

  Customer Answer

  Date: 04/14/2025

  I am filing a complaint against Strictly Apple in ****. This does not have an affiliation to *************************** in **********. I am standing by my original complaint of and am attaching the documents of selling my device to ******************, the instructions I was to follow, and Strictly Apple's lack of response in terms of my payment:

  On January 31, 2025, I agreed to sell my blue iPhone 12 Pro to Strictly Apple for the amount of $193. I had dropped off the package at my local *** store on February 7, 2025, which included the phone, original box, charging cable, using the prepaid label with the *** tracking number.
  I got an email on February 13, 2025, stating that my package had arrived at Strictly Apple and they would start inspecting my phone. Later on the day of February 13, 2025, I got another email stating that my request for paper check would be issued out by the end of the day.
  As of April 14th, 2025, I have yet to receive my payout for my device. I reached out to Strictly Apple on March 15th, 2025, as well as on March 26th, 2025, to see if they had sent the check to which I had not gotten a response back from them.

  

  Business Response

  Date: 04/14/2025

  We are going to be contacting this customer first thing tomorrow morning. We do not have any email or contact with this customer after the check was sent. This will get taken care of within a timely manner. 

   

  Thanks 

  Customer Answer

  Date: 04/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ******

  Customer Answer

  Date: 04/17/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

  
  

  Problem:
  On 1/31/2025 I agree to sell my blue iPhone 12 Pro to Strictly Apple for the amount of $193.00. I had dropped off the package at my local *** store on 2/7/2025 which included the phone, original box, cable charging cable using their prepaid label with the *** tracking number of: 1ZC43H019030203115 . I got an email on 2/13/2025 stating that my package had arrived and Strictly Apple would start inspecting my phone. Later on 2/13/2025, I got another email stating that my request for a paper check would be issued out by the end of the day. As of April 9, 2025, I have yet to receive my check for my device turn in. I reached out to Strictly Apple on 3/15/2025 as well as on 3/26/2025 to see if they had sent the check, to which I have not gotten a response back from them. I am reaching out to you today, 4/9/2025, as a way to see if this matter can be resolved and I could get my check for my device.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Finish the Job

  

  Business Response

  Date: 04/18/2025

  Hello! We will have someone reach out today in regards to this. Thank you

  Customer Answer

  Date: 04/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:11/07/2023

  Type:Product 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.

  BBB transcribed from hard copy complaint form: Ipad was to be a new one. It is a used one. Certain thing can't be done. It was used in a school system & it doesn't work right. Sale person would not let me talk to owner. Don't trust them. Want my money back. Call me it more info is need

  

  Business Response

  Date: 11/15/2023

  Hello, I apologize for the delay on this. I did not see the original message. 

  The customer originally purchased the device as an "Open Box" device. The physical device was never activated but it was not sealed in the box. After about a month, the customer returned saying the iPad had a lock on it and stated that he wanted a brand new sealed device for the same price to be exchanged. We told him that we needed to see the lock on the device in order to move forward with his request. The customer did not allow us to look at the device. We are more than willing to replace his device if it is locked with a business account on it. We can replace the device with the same device he purchased. We will not be able to replace this with a Brand new sealed device because that is not what was purchased. 

  We are more than willing to work with the customer. 

  Thanks 

• Initial Complaint

  Date:02/13/2023

  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 went to strictly apple to get the back of my phone screen replaced expecting fair business practice. The same evening I paid $352 to have the back plate of the phone replaced, their replacement product cracked and broke in the same way that the previous plate. They stated that it was my issue even though it was cracked within hours of the appt for the phone screen to be replaced. They didn’t offer to replace it, even at a discount when the product they used was defective

  

  Business Response

  Date: 02/28/2023

  Hello, to whom this may concern. 

  The customer came into our shop around 1pm on the 23rd of September 2022. As you can see in the invoice that we checked this device in at 1:14pm and the device was paid for 5.5 hours later when it was picked up at 6:46pm. 

  This would mean the customer paid for the device after they saw the repair and that it met their standards. 

  The customer came back 2 days later and claimed we used a defective piece of glass on his phone and that it cracked again. Glass does not crack on its own, there must be an impact to the glass for it to break. So within that 2 days there was an impact/pressure applied to that glass that caused it to break. 

  This customer has left us 1 star reviews at all of our locations and I attached my response which I replied to weeks ago with. 

  This customer tried attempted to dispute the transaction with his credit card issuer and they were also on our side and decided in our favor. 

  2 weeks ago I commented on his review and mentioned to him that he should reach out to us and that we were more than willing to help. 

  There is not much more that I can do. 

  We fixed the device and it met their standards when they left our store. Whatever happens outside our store doors we can't control and if its physical damage we are unable to warranty. 

  Customer Answer

  Date: 02/28/2023

  I did contact the business and was told that they weren’t willing to work to resolve this complaint. It was less than 16 hours after leaving the store that the glass then began to break again on its own without any impact. I did leave negative reviews because I was scammed for $350. I hope that my word of mouth interactions continue to help people realize this is a fraudulent business. The owner has never reached out to me or provided any evidence that the glass wasn’t defective.  

  

  Business Response

  Date: 03/03/2023

  The device was picked up and inspected by both the owner and tech determining no issue. We operate 3 repair facilities that handles at least 1-2 backglass type repairs a week, with no issue arising from said "defective" product.This repair happened back in September of last year had no other complaint from any other customer. It is written on our receipt that there are no returns, Though we do offer 1 year Non-Accidental warranties. We are however willing to compromise to offer the same repair at half price, So if the owner is wishing to get his device fixed we would only charge half the initial price.

  Thank you.