Complaints for Apple Valencia Town Center in Valencia, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Apple Valencia Town Center

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1/22/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $600.00 Amount Settled: $0.00

Customer Complaint

12/29/2023

My nine-year-old grandchild has a phone under my account and put about $600-$800 on playing some game I called Apple they took off some of the charges but refused to takeoff $600 of the charges and said that it's past 60 days even though I contacted them twice within that 60 days they sent a message that they were refusing to pay it but they sent it to the nine year old phone not my phone and now they're telling me I should go through my financial institution which is my checking Bank of America with my checking account that maybe that could help me they weren't willing to help me in any other way Resolution Sought Take the charges off of my bank account

Company Response

1/9/2024

January 9, 2024 Business Consumer Alliance Attn.: Complaint Department 315 North La Cadena Drive PO Box 970 Colton, CA 92324 Dear Business Consumer Alliance: Thank you for your recent correspondence regarding the above-referenced complaint ID. The relevant Apple Media Services Terms and Conditions excerpt(s) may be viewed in the sections noted below at https://www.apple.com/legal/internet-services/itunes. Apple is unable to provide the full excerpt verbiages due to character count restrictions on the Business Consumer Alliance response website. B. PAYMENTS, TAXES, AND REFUNDS C. ACCOUNT L. FAMILY SHARING N. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS) IN-APP PURCHASES 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 described in the excerpts above, In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID. Apple, based on the Apple Media Services Terms and Conditions, declines the customer's refund request, and recommends the customer enable restrictions as outlined in the above resources. 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.

3/27/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,989.65 Amount Settled: $0.00

Customer Complaint

3/14/2022

Order#: W1253766745, Model: MK193LL/A, SN: FYW9K67576 placed on Feb 24 same day Delivery from Store (Apple Cerritos). Apple offered this delivery by undisclosed courier for an extra $9. The item was never delivered and at my request Apple did an investigation, concluding the next day that it was complete, no further action would be taken, and advise to contact the Long Beach Police. Ongoing police report started Feb 25 Police Report 22-9730 with Detective Kimberly Pernell of the South Division who can be reached at (562) 570-8810, kimberly.pernell@longbeach.gov. Apple will not provide me with proof of delivery or any information whatsoever. "Uber Eats" would not give me any information because their client is Apple. I reached out to CA Attorney General with a complete consumer complaint which I will be glad to provide you with (3000 char). That prompted Apple Corporate "Executive Relations" Russell to call me on 3/9/22 explaining he had no access into the Security Team that handled this investigation but would reach out to them to see what he could do. On 3/11/22 he called back saying they stood by their decision and (patronizingly) told me I had done the right thing by creating a police report. That same week Detective Pernell said she had to complete a long report to obtain search warrants for Apple and Uber, both had not been cooperating. Is Apple Online allowed to devolve themselves of any responsibility. Uber Eats for an almost $3000 product? Resolution Sought Refund the item in full. Due to Apple and Ubers negligence the item is long gone, even if the thief is caught and prosecuted. Apple would know immediately if the item was activated and in use online, and where it is. Apple also knows that Uber has a very bad track record with illegal activities. Apple should disclose courier prior to payment. Apple, like Amazon et al. should be providing tracking and proof of delivery. This item was supposed to be signed for upon delivery at my door.

Company Response

3/15/2022

Thank you for your recent correspondence to the executive offices of Apple. The customer associated with the above-referenced complaint 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

Customer Rebuttal

3/16/2022

They have escalated it only as described in my statement without resolving anything and refusing to provide me with any information that might have helped to find the item in question in a timely fashion. The police detective has been trying to get information also, to no avail so far, and has been forced to prepare an application for a search warrant on Apple in order to determine how this incident occurred, and where the item is located. Apple Inc is being disingenuous going in circles and not in any way shedding light or cooperating. It still the same, where is the proof of delivery, where is the item, they hired the courier.

Company Final Response

3/23/2022

Thank you for your recent correspondence to the executive offices of Apple. Per our response on 15 March, 2022, Apple's position remains unchanged. Should the customer need assistance with a separate issue, Apple has invited them to contact us directly. Sincerely, Apple Online Store Executive Relations Apple

Complaints and Resolutions

Apple Valencia Town Center complaints