Problem with Apple Store

Dear Sir or Madam,

My name is Vadim ***, and I am writing to you regarding a serious issue I am experiencing with your company. I kindly ask for your assistance, as the situation has become extremely stressful for me.

On 18.09.2025, I placed an order through the Apple Store for an iPhone 17 Pro Max (256 GB) using the Trade-In program. As part of this process, I sent in my iPhone 14 Pro (256 GB), which was estimated on your website at a value of 370 EUR.

My old iPhone 14 Pro was delivered to your facility and inspected. Following this inspection, I was informed that the device was not accepted for trade-in due to an alleged battery defect, and that I would therefore be required to pay the full amount of 1,499 EUR for the iPhone 17 Pro Max. I agreed to this and paid the full amount.

However, despite the fact that I did not agree to give up my old device, my iPhone 14 Pro (256 GB) has not been returned to me to this day. I never gave my consent for Apple to retain my device under any circumstances.

After numerous phone calls to your customer service, I have repeatedly received apologies, but no concrete solution. I was told that my device cannot be located and that there is no clear information regarding its whereabouts.

I am formally requesting the immediate return of my iPhone 14 Pro. I must state clearly that I am not in a position to make such a gift to Apple by losing my personal property without consent.

I kindly ask for your urgent assistance in resolving this matter. Should this issue remain unresolved, I will be forced to escalate the case to Consumer Protection authorities or other competent institutions.

OrderNr: ***

Thank you for your attention and support. I look forward to your prompt response.

Yours faithfully,

Vadim G.

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