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Apple Store won't exchange?

A

asharahmed

macrumors regular
Original poster
Sep 1, 2014
234
54
Was looking to get a different color iPhone as an exchange, went in, asked them if they had stock, they said they did, I say I want to exchange for a different color and show them my online receipt. The guy says they can't accept a exchange for an online order, and that I would have to return to the online store and buy it again if they have stock. Same thing for anything else purchased online. I found it odd as I wasn't doing a return, just an exchange for something that is the same price...

I'm pretty surprised and I feel like that this isn't the case. Any Apple reps here who can clarify?
 
They treat online store and apple store differently for returns and exchange.
You should've just purchased the phone that they had in stock and requested a return on the other phone since you're still at the 14 days return period.
 
You might want to point out that you're in Canada (right?)... Things might be different up here.

You might also want to phone Apple Support, and get the scoop from them. They can talk to the store if they need to straighten them out.

C
 
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Not sure about Canada, but in US, they do allow an exchange even if you purchased it online. I've done this few times with no issues. But of course might be different in Canada.
 
Shadowbech said:
Not sure about Canada, but in US, they do allow an exchange even if you purchased it online. I've done this few times with no issues. But of course might be different in Canada.
Click to expand...
Same here. Come to think of it...every exchange I have had was an online purchase exchanged in person. Must be a Canada thing. Bummer.
 
asharahmed said:
Was looking to get a different color iPhone as an exchange, went in, asked them if they had stock, they said they did, I say I want to exchange for a different color and show them my online receipt. The guy says they can't accept a exchange for an online order, and that I would have to return to the online store and buy it again if they have stock. Same thing for anything else purchased online. I found it odd as I wasn't doing a return, just an exchange for something that is the same price...

I'm pretty surprised and I feel like that this isn't the case. Any Apple reps here who can clarify?
Click to expand...

I had a similar problem when my iPad Air 2 arrived with a defect last year. I had ordered it online and when I spoke to an Apple representative about bringing it to the Apple Store for an exchange they said I couldn't. Now to answer your question they told me it was due to different stocks and anything purchased through the apple website has to be returned through them. So I went and purchased a new IPad Air 2 at the Apple Store and then arranged to get the defected one collected via a courrier. I was fortunate that I had the funds to purchase another one while waiting for a refund on the defective iPad. I always purchase from an Apple Store now so if anything goes wrong I can just get it swapped at the store.
 
Yeah I had to return my Macbook due to a speaker issue, and same thing. I purchased it online and they wouldn't do a straight exchange, I had to purchase a new one and they sent the old Macbook back for me.
 
Has to be a Canada thing. Just this past Friday I did an exchange from an online order. No issue at all.
 
When I purchased my rMBP15 online and picked up at the store. I went home and noticed a small ding at the bottom. I went back few days later to the same store and they exchanged it for with a brand new one without any issue. They even asked me if I want to open the box and inspect the new one and making sure that I am completely happy before I take off. My experience was very plansant and the blue shirt(at the time) was very helpful.
 
May be Canadian but in the US, the online store and retail store are interchangeable.
 
Same as the UK. I'm told that UK Apple Stores and UK Apple Sales online are 2 different companies and so can't handle each others 14 days exchange and refunds.
 
I returned my online order to the apple store and bought a different color. Just do it as a return, have them put the money on a gift card, and buy the phone you want.

Edit: NM, looks like you are not in the US. As others said, the US they treat online and in-store as the same thing.
 
Different policies for different countries.

In the UK, there is a firm divide between the online and retail stores. Neither can process each others returns, their systems just won't allow it. It's not the retail store being awkward for the sake of it, they literally can't do it.

If AppleCare/ Apple Support has told you anything different, ignore it. They are generally clueless.
 
I had the same trouble last year. I'm unsure why they process this way (probably just ease of keeping stock) but it puts up some roadblocks for people trying to exchange an item that it low in stock and heavily sought after. If a simple return and repurchase are an option I would do that.
 
Same here in Hong Kong. Online orders cannot be returned to a Store. Ordered a iPhone 6s online but a few days later wanted a 6s Plus... So, had to return the 6s by DHL (Apple arranged that) and purchased the 6s Plus from a Store. Mind you, Apple quickly refunded my credit card once they received and checked the 6s. Here in HK they slap on a 'restocking fee' too but Apple kindly waived that as I was changing to a 6s Plus. Customers in the US are lucky with their return arrangements!
 
mattopotamus said:
I returned my online order to the apple store and bought a different color. Just do it as a return, have them put the money on a gift card, and buy the phone you want.

Edit: NM, looks like you are not in the US. As others said, the US they treat online and in-store as the same thing.
Click to expand...

Just did this exact thing lastnight when I found a SG 128GB 6s+ here locally. They returned the old iPhone to a giftcard and used that to purchase the new one. They also transferred my AppleCare over as well. Easy process. Must be different there. That sucks.
 
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