How to file a formal complaint

Absolutely unacceptable customer service from Apple. I purchased a pair of Beats headphones, and after owning them for only ONE WEEK, they had to be sent in for repair. I was originally told by the Kenwood Apple Store that I would have my headphones back in approximately one week. Instead, this has turned into weeks of frustration, misinformation, and broken promises.

I was promised a BRAND-NEW replacement on THREE separate occasions, twice in writing by an Apple representative. Despite this, I finally received headphones that were visibly scratched, with completely wrinkled and worn ear cushions. To make matters worse, my case, charging cables, and adapter cords were all missing.

When I contacted Apple Support, I was told I had declined the replacement offer, which is completely FALSE. I have written proof that I accepted it. I was then given yet another contradictory explanation, despite my original case and repair documentation confirming a replacement.

Apple has now had my headphones for significantly longer than I ever owned them, and somehow I received them back in WORSE condition, with half my belongings missing.

For a company that charges premium prices, this level of customer service is embarrassing. I have spent weeks being given conflicting information and promises that were never honored. I should not have to fight this hard to receive a product I already paid for.

Extremely disappointed, and I would strongly caution anyone considering purchasing Beats or trusting Apple’s repair process.

if anyone has any idea how I can leave a formal complaint please let me know!