Business Profile

Cell Phone Equipment

Otter Products

Headquarters

Complaints

This profile includes complaints for Otter Products's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

153 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Otterbox Case Number: ******** So I filed a warranty claim on my iPhone 16 Pro Defender Series Pro for MagSafe case. I showed the picture of the case with todays date as they requested. Shortly after the chat agent submitted my claim I got an email from a manager stating I have to send my case back in first before its sent out. The thing is I paid way too much money for my iPhone 16 Pro to leave it unprotected without a case for that long. Thats not happening. I told them Im not refusing to send the case in I just need the other case first because I dont want to leave my $1,000 phone unprotected without a case. All Im asking for is the case to be sent to me and I promise I will send this back.
Business Response
Date: 06/11/2025
Hello,
In order to complete your warranty claim, we require the products to be mailed in. According to our warranty statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." In order to proceed with your warranty claim we require the item to be mailed to the address we have already provided you.
-OtterBox
Business Response
Date: 06/11/2025
Hello,
In order to complete your warranty claim, we require the products to be mailed in. According to our warranty statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." In order to proceed with your warranty claim we require the item to be mailed to the address we have already provided you.
-OtterBox
Customer Answer
Date: 06/11/2025
Complaint: 23449930

I am rejecting this response because:I am not sending the case back first. I said multiple times I’m not leaving my phone unprotected that long without a case. I will send this case back once replacement has been shipped out. Or I can easily just get me a lawyer. Up to you.

Regards,

Travis Williams
Business Response
Date: 06/11/2025
Hello,

Due to the repeated desire to seek legal counsel, we will not be able to assist you.

-OtterBox
Customer Answer
Date: 06/11/2025
Complaint: 23449930

I am rejecting this response because:my desire is not legal action. My desire is to get a case and send mine back that’s it.

Regards,

Travis Williams
Business Response
Date: 06/11/2025
Hello!

This customer has threatened legal action via an email sent to our team on 6/10/2025 in which the body of the email stated "Nope I will not leave my damn phone unprotected without a case. I’m not gonna cave. You can send it out then I send my case back to you once I receive tracking number for the replacement or my BBB claim will stand. Also you’ll be blasted all over social media and I’ll sue you." We cannot respond to legal threats and cannot assist the customer once the customer has stated they are willing, or going, to pursue this option. Due to repeated desire to seek legal counsel, we would not be able to come to a resolution as a product mail in is required in order to proceed.

-OtterBox
Customer Answer
Date: 06/12/2025
Complaint: 23449930

I am rejecting this response because:I am not refusing to send my case back. I said I will send it back once the replacement has been shipped out. I cannot leave my $1,0000 I paid for in full to be unprotected for that long. I don’t see the problem of me sending once you ship.

Regards,

Travis Williams
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an out-of-box case on December 16, 2024. I tried filing a warranty claim online through their website, and the form is broken. I've tried on several different devices, different browsers, different connections, on different days, with no luck. I went through their Contact Us form, and they told me to go through the form that's broken. Then I told them the form is non-functional, and they told me I should call them. I don't have the phone set up right now, so I can't call them.Instead of responding to my warranty requestsent via email with the item number, the order number, the order date, and a picture proving the damage, with a dated piece of paper behind it, everything clearly in orderI was told I need to call them.That doesn't seem reasonable. I apologize if it's not acceptable to file this claim by email, but I would really appreciate some help getting this resolved.
Business Response
Date: 06/09/2025
Hello,
We have not proceeded with a warranty claim due to the following reasons: 1) We require the full length of the product with handwritten date in the photo. We do not accept collage's or digitally altered photos. 2) We do require shipping and handling to be collected in order to ship out your products(s). Please reach out to our customer service team for further assistance with your warranty claim.

-OtterBox
Customer Answer
Date: 06/09/2025
Complaint: 23431447

I'm marking this complaint as not resolved yet because the OtterBox online warranty form still does not work for me. I’ve attempted to submit the claim multiple times, but the form fails at the “Add to Cart” stage and never completes. I also reached out through the contact portal and was directed back to the same broken form.
Attached is a new, unedited photo of the full product with today’s date handwritten, as requested.

Here is my shipping address for reference:
Joy Hoover
1389 Ben Fugate Rd
Russellville, KY 42276

Thank you for helping me resolve this.

Best regards,
Joy Hoover
Business Response
Date: 06/11/2025
Hello,
In order to proceed with your warranty claim you must contact customer service. In order to complete your claim we do require you to pay the shipping and handling fee which can be collected over the phone. According to our warranty statement, "Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim." In order to proceed you must either complete the links we have provided you, or must call in during our normal business hours for warranty assistance.

-OtterBox
Business Response
Date: 06/11/2025
Hello,
In order to proceed with your warranty claim you must contact customer service. In order to complete your claim we do require you to pay the shipping and handling fee which can be collected over the phone. You may contact us during our normal business hours (8AM-5PM MST) at (855) 688-7269. According to our warranty statement, "Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim." In order to proceed you must either complete the links we have provided you, or must call in during our normal business hours for warranty assistance.

-OtterBox
Customer Answer
Date: 06/23/2025
Please reopen this complaint and don't close it the question has not been answered they have refused to actually provide customer service except for over the phone which I don't have at the moment

I've emailed them everything they need to get through the warranty process and would be happy to pay their fee if they let me do it online
Initial Complaint
Date:05/05/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Otterbox Case # ******** I ordered a Otterbox case from ******. I had problem with it. I set up warranty. It got denied because I wasnt able to send the product back in. I did however provide proof of purchase and they still wont replace my case. All I want is a replacement case. They also claim the photo I submitted when I set up my warranty request appears to have been used on another claim which is completely false. I just simply want a replacement case.
Business Response
Date: 05/06/2025
Hello,

According to our Warranty Statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Due to the inability to provide an image of your item with handwritten date and a digitally altered receipt of your item. We are requiring you to mail in your products due to the facts that we have asked multiple times for proper information to proceed with your claim. However, you have failed to provide the proper information and now must send your products back to Otter for inspection.

-OtterBox
Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** ******
Initial Complaint
Date:04/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called the company today and told them im am disabled person and I cant really write i sent them an picture of my case on my table and they said they cant help me also they didn't include an holster that they always put with the cases i put an picture of the case in question
Business Response
Date: 04/30/2025
Hello,
After looking at your warranty case ********, you requested for the warranty to be cancelled on 4.29.25. The hand written information is a requirement of our warranty policy in order to process the warranty though or you can mail the product back to have it replaced pending inventory. With our ongoing sustainability efforts, we have made the decision to remove holsters from the packaging. However, we still include a coupon code in every box to redeem for the Defender Holster accessory. If you need assistance with getting a holster, please contact our **************** Team via chat and we are happy to help with this!
~OtterBox
Initial Complaint
Date:04/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/15/2025 I ordered a case for my iPhone 15 plus, when the case arrive was not the corrected item ordered. It was the wrong color and did not fit the iPhone I own. Otterbox is not giving me a full refund and is deducting a return shipping charge for my return from their mistake. I want a full refund for my purchase.
Business Response
Date: 04/10/2025
Hello,

As per our policy, returns may be subject to a shipping and handling fee of $5 plus tax. We have received your item and processed your refund on 4/6/2025 but are unable to provide assistance with the return shipping and handling fee due to an incorrect item being ordered via our website on order 18359831.

-OtterBox.
Customer Answer
Date: 04/15/2025
Complaint: 23164380

I am rejecting this response because:
I did not order the incorrect item on my part. I received a completely different order than what I ordered. The business sent me the incorrect item and I should be refunded everything due to their mistake.
Regards,

***** *****
Business Response
Date: 04/18/2025
Hello,
In accordance with our policy, returns incur a shipping and handling fee of $5 plus tax. We received your item and processed your refund on April 6, 2025. However, we are unable to assist with the return shipping and handling fee because an incorrect item was ordered through our website under order number 18359831.
~OtterBox.
Customer Answer
Date: 04/18/2025
Complaint: 23164380

I am rejecting this response because:
I will try to state this more clearly as you seem to have not understood my prior messages. OtterBox did not ship the item I ordered. You shipped me the wrong item. The item you shipped me didnt even fit my phone. I should not have to pay a return fee for a mistake your company made when fulfilling my order. I have included photos of the case I received and the order confirmation email that shows the item number I ordered, and a screenshot of your website of the item matching the item number. Just to reiterate OTTERBOX FAILED TO SEND THE **** I ORDERED.
Regards,

***** *****
Business Response
Date: 05/05/2025
Hello,

After reviewing the circumstances surrounding your order, we have refunded an amount of 5.30. This will be processed and available in your financial institution within 3-5 business days from 5/5/2025.

-OtterBox
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for an iPhone 15 Pro Max ***** Upon placing the order, I decided to cancel as someone with the same product informed me of the bad quality. I reached out to CS about an hour later who informed me via chat it was impossible to cancel due to the item being shipped however according to the tracking history it had not been. I had no choice but to wait. Received the item and in less than a week had it come apart. Reached out via chat again since I could not get a replacement due to it being out of stock and requested a FULL refund which I was guaranteed (I have screenshots). Sent the item back, received a partial refund only. Contacted CS via phone and was told the shipping of $5 would not be refunded. Explained I was told the incorrect information and I was approved for a refund within 3-5 business days as a courtesy. Did not receive the refund, called again and was told it hadnt been submitted but they finally did it on 3/27 and it would be another 3-5 business days. No refund received, called again 3 times with no answer, sent an email and no answer. I not only want a refund but I want it on the record this company not only sells defective products but also promotes a warranty system where the replacements are not available, tell customers items have shipped when they dont actually until about 2 days later and also refuse to issue what they owe to customers. Many threads online confirm additional problems with this company.
Customer Answer
Date: 04/09/2025
The company processed my refund for the shipping price. I received it 4/9/25. However, I would still like to move forward with the complaint, especially highlighting the customer service, response times and deceitful responses/service.
Business Response
Date: 04/10/2025
Hello,

According to RMA 0050680355, this has been processed for $28.31 which was completed on 3/17/2025. We do have a RMA fee on every return of $5 plus tax for shipping and handling as per policy. Our CS team made an exception to refund $5.35 on 3/18/2025 and was completed same day. Most financial institutions will process the refund within 3-5 business days. If your financial institution has not processed your refund of $5.35, we do recommend reaching out to them for further assistance.

-OtterBox
Customer Answer
Date: 04/10/2025
Complaint: 23161703

I am rejecting this response because:
I sent a message to the BBB explaining only after filing a complaint did I get issued the *** refund. I would like for this company to have this complaint on their record due to their repeated false claims of a swift refund, lack of empathy, false warranty claim (stating customers can have a replacement issued due to faulty products then not having the items in stock) and bad quality products. I have received the refund, however I would like this business rating overall to be reduced because there are many customers out there being taken advantage of by this company. You can do a simple ****** search and find many blog sites stating as such.

Regards,

***** ******
Initial Complaint
Date:03/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On two separate dates I contacted otter box, the cellphone case company via their warranty numbers posted online. On multiple occasions I have waited long periods of time being told 11 minutes. All of these waits turned into lengthy waits resulting in the phone call being hung up on. I need to be contacted by an otter box representative to file my warranty claim. I have attached a photo of one of the length calls for information purposes.
Business Response
Date: 03/04/2025
Hello,
In order to place a warranty claim, you must call us during our normal business hours, reach out via chat, or go to our website and fill out a warranty claim through our self service option. We are unable to reach out directly to consumers for a warranty claim request. If you are looking to speak to someone, we do have a call back feature that will call you back when you are next in the que.
-OtterBox
Customer Answer
Date: 03/04/2025
Complaint: 23017554

I am rejecting this response because:

Your instructions state to call since what I am looking to file a claim for is not available online. Time to pick up the phone and call me since otterbox does not pick up when I make the call. Look forward to receiving a call from otterbox
Regards,

******** *****
Business Response
Date: 03/06/2025
Hello,
When contacting customer service, you may experience wait times. In order to proceed in filing a warranty claim you must wait in a que for your warranty claim to be filed. You may also reach out to us via chat to file a warranty claim. We are unable to outbound call you for your warranty claim.

-OtterBox
Customer Answer
Date: 03/06/2025
Complaint: 23017554

I am rejecting this response because:

I tried the chat with no success. Please create a new and more efficient way.

Regards,

******** *****
Initial Complaint
Date:03/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against OtterBox due to their failure to issue a refund for a returned product despite multiple follow-ups.I purchased a protective case cover from OtterBox but decided to return it. The company received my return on February 4, 2025, and they claim to have processed my refund. However, I have not received the refund to this day.I contacted my credit card provider, who confirmed that no refund has been issued to my account. ********************** states that refunds take 7-15 business days, but it has now been well past that timeframe, and I am still waiting for my money.I have contacted their customer service multiple times, only to receive the same generic responses with no resolution. At this point, I believe OtterBox is engaging in unethical business practices by failing to return customers' money in a timely manner.I will also be filing a complaint with the ************************************ (****) regarding this matter. My case number with OtterBox is #********.
Business Response
Date: 03/04/2025
Hello,
We have received your request for refund. You will receive 69.82- within 3-5 business days pending on your financial institution.

-OtterBox
Initial Complaint
Date:02/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Otterbox claims to provide a lifetime warranty on their products. They don't. I have spent hours, yes hours, on hold, being disconnected, and ignored by the customer no-service team. Most recently a "manager" who really isn't a manager named ***** was useless. I am due a refund. They acknowledge that. The require a physical address to mail a check and I don't feel a physical address is safe and prefer to use a PO Box. They won't connect me to anyone that can solve this issue.
Business Response
Date: 02/26/2025
Hello,

We require a physical address so that we are able to ship checks out via ****** ***** is unable to deliver to a PO Box.

-OtterBox
Customer Answer
Date: 03/11/2025
I was never asked by BBB if they company had responded to my complaint. Not sure how you "closed" this complaint when it is still very active.
Initial Complaint
Date:02/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Otter to explain my Otter cover did not protect my phone. I was forced to purchase two new family phones. Otter explained they don't pay for damaged phones even though their case does not protect your phone as expected. I'm shocked to hear this information. I asked to escalate my call after speaking with several representatives. I was directed to a manager who apologized and suggested he send me a case for my new phone and as a gesture of good will I agreed. I received the new cover in two days. However, after receiving the case for my new for my phone o believed it would make me feel better if I received a new case for my second purchase. Their case should have protected my phone, I'm so disappointed that the employees dismissed me and said the best they could do is give me a 60% discount for my second phone. They denied my request to speak the their manager again.
Business Response
Date: 02/20/2025
Hello,

According to the Limitation of Liability section of our Warranty Statement," WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER." We are unable to offer or provide any costs of replacement or repair to your device or cover any theoretical loss of value.

-OtterBox

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Otter Products is BBB Accredited.