Apple Store

Full review
My on-line experience could be a poster child for "how to alienate customers."

I ordered a mini-iPod a week before Christmas. Our order was shipped right away, but according to UPS records it was delivered to another address some miles from the one I'd given them.

I called Apple three times and e-mailed them once. My son called them. My husband called them. Each time we were told Apple would send us a replacement, and they'd be taking care of it right away. Each time we waited and waited -- there was no followup and no merchandise. When we contacted them they seemed to have no record of the previous contacts, and despite the promises we had been given, nothing had been done. Finally, about a month from the time I placed the order, I canceled it in disgust.

I sent an e-mail to Apple complaining about this string of broken promises and also sent a letter to their customer relations department in Cupertino. Almost three weeks later, I have heard nothing, not even a form letter saying "we're sorry you had difficulties and we are looking into this." I guess it's time to write the president of the company.

I have never encountered such shabby treatment from a reputable company. The Apple customer representatives said the right things, but they never DID anything. It is clear to me that if we had not kept after them time and again, we would have gotten neither our merchandise nor our money back.