I am writing to formally complain about how Apple handled a mistake involving my recent Apple Watch order. I ordered and paid for one watch, but Apple mistakenly sent me two.
I contacted Apple voluntarily to report the duplicate shipment and to do the honest thing. Instead of resolving Apple’s error promptly and respectfully, I talked to multiple agents through the process and was treated as though the problem were mine. During this process, Apple also placed an additional charge on my account yesterday without my authorization.
I am extremely disappointed that my effort to return merchandise I did not order resulted in poor treatment, wasted time, and an unauthorized charge. Apple created this situation by shipping the duplicate watch. I should not bear any financial cost or inconvenience for correcting Apple’s mistake.
I request that Apple immediately:
1. Reverse the unauthorized charge and provide written confirmation that it has been removed;
2. Provide a prepaid and clearly documented method for returning the duplicate watch, with no cost or liability to me;
3. Confirm that my account is in good standing and that no further charges will be made in connection with the duplicate shipment; and
4. Provide an appropriate customer-service resolution for the time, inconvenience, and poor treatment I experienced while attempting to correct Apple’s error.
Please respond promptly in writing. I have been a loyal Apple customer, but this experience has seriously damaged my confidence in the company. I hope Apple will take responsibility, correct the unauthorized charge, and resolve this matter fairly.
