My worst experience with Apple customer service

Here starts my biggest frustration with Apple printing service and the customer service.

I ordered our wedding photo books on Nov 10 ($71.86) and some 4×6 prints ($30.24) on Nov 14.  I needed these by Christmas to celebrate my wedding with family members who couldn’t travel to the wedding. They were to arrive by November 28, so no worries I thought.

I received the 4×6 prints on Nov 18. Great, but for some reason, they were delivered to my office.  I entered my HOME address for shipping.  I asked Apple how that happened. The rep had no idea.  She said they must have just used that address since it was used for my past orders.

However, the 28th came and I didn’t receive the books so I checked the order status with FedEx. The tracking page said “Cannot locate recipient”. I went back to my Apple account to check my shipping address and actually it was missing the street address somehow.

I thought It was my mistake but I found out later that this was Apple’s system error.  First Apple’s system won’t let you confirm your order w/o a street address, so I could not have just forgotten to put it in.  I’m even more sure it was not my fault because I placed a second order for a friend’s book and had the same problem. Apparently Apple is not consistently transmitting the street address to FedEx.

I called FedEx to correct my address but they told me that I had to call Apple to update my shipping address.

Upon calling Apple customer service (1-800-676-2775) to update my address, they said I’ll receive the package in a few days. That was on Dec 4th.

I waited for the books for over a week but never got them. At that point, it was almost Christmas.

I called Apple customer service and they apologized again. They didn’t know why the new books were not shipped out.  I explained that those books are our wedding photo albums and gift for our family for Christmas. I must receive it before Christmas.

They understood and told me it’s faster to re-print the books and over night it to me. They told me it’s 2-3 days printing plus overnight shipping so I should get it before Christmas for sure. They also told me that they won’t charge for the shipping again.  I should think not.

BUT I still didn’t get it before Christmas….! My family was very disappointed that they haven’t seen the wedding pictures yet. My grandma can’t see Facebook!

Then I went to my Christmas vacation without the books and got back to NY on Jan 3rd. I trusted Apple that the books are waiting for me at my apt but…….. they weren’t…!!

I called Apple customer service today, Jan 5.

The agent told me that she can’t tell me why I didn’t receive the books after the last conversation but the money is refunded on Jan 2 so it’ll hit my account within 2-3 days. Huh? I never canceled my order but why are they refunding the money?

She told me that I just have to place a new order with full amount of charge of printing and shipping.

I said “I don’t care if you’ll re-print or re-locate the books as long as I get the books asap. I’m tired of these conversations every time you promise me to send me the books and I never get it. It’s been almost 2 month since I ordered it and tired of explaining what the issue is every time when I call you. I’d appreciate it if you can send me those books asap for no charge at all”.

The agent was actually nice and agreed that I should get it for free. Then she spoke to her supervisor. (She said “upper management”)

The agent told me that they can’t do anything for free. I just have to re-order the book and pay for everything. They can’t even do free-shipping. Seriously? This is not the customer-focused Apple from whom I’ve bought multiple iPhones, iPods and Macs.  They told me that they already refunded my money so I have to pay them again to get the books.

The agent put me on hold and transfer me to the “upper management” person. Her name was Dee. She was the worst customer service rep.

She said “Hello mom, what can I help you?” I said “Do I have to explain the whole issue again?”. She said “No, mom. What can I help you?” so I said “I’d like you to send me the books right away for no charge at least free shipping”. She said :No, mom, we can’t”

She told me that I didn’t receive the books because of the issues of the carrier so Apple doesn’t have a responsibility to make up for my frustrations. She said “We already refunded your money to make it up”. I lost my voice….

She didn’t even apologize what was happening in past 2 month and kept saying it’s the carrier’s issue.  It is not the carrier issue. Apple never gave FedEx my full address. It is an Apple issue. Apple is responsible

Dee, the person I was talking to sounded like she was trained to only say “No, mom”. I asked her “Is there anyone else I can talk to?” “No, mom” “Is there any other numbers I can call?” “No, mom”. “Dee, what is your last name?” “I can’t give you my last name, mom” “Why?” “I’m not obligated to give you that, mom”.

I asked her “How can you help me with what I’m going through and my situation?”. She said “You place a new order with full amount of $71.86 plus shipping and tax so you can receive the merchandize.” I probably looped the same conversation so many times but she didn’t change her answer and her voice tone was just like a robot.

I was tired of talking to her. I told her “OK, should I find another number myself?” and she said “Yes, please” and hung up. I’ve never experienced customer service this poor from any company. Not even the cable company!

I don’t know what to do anymore…. I really don’t feel like ordering books thru Apple again but I’m tired of laying out the pictures again on other printer’s website…  What should I do?! I want my wedding picture books immediately and honestly feel like at this point i should not have to pay for anything.