Complaints

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

close

Find a Location

Otter Products has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Otter Products

  209 S Meldrum St Fort Collins, CO 80521-2603

  
• 

  Otter Shop

  151 W Mountain Ave Fort Collins, CO 80524-2822

  
• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  
• 

  Lifeproof Cases

  650 Missouri Avenue Jeffesonville, IN 47130

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:10/02/2023

  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.

  Hello,
  
  I'm asking for help with a warranty replacement of items broken and OtterBox not honoring their lifetime warranty policy. Also I want to file a formal complaint about the business not adhering to communication policies set forth.
  
  I have 2 broken items an apple watch case and apple watch band. both have been submitted with pictures according to their requests and now the company is asking for even more detail with signatures and dates. I feel this is some sort of racial, discriminatory or bias in their warranty replacement policy.
  
  I have unfortunately had 3 iphone cases all break and... the warranty process did not call for this type of scrutiny. I feel the company has now turned their lifetime warranty policy into something that invades consumers privacy and if their requirements have changed it needs to be documented. I expect the same process and policy as the last 3 warranty claims.
  
  Please help!
  
  ***** *******

  

  Business Response

  Date: 10/04/2023

  *****,

  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. Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim. Once the photos that are requested are sent in, our warranty team can process your warranty just like the ones in the past. 

  The information above can be found on our warranty page under Warranty Claim Process.
  
  ~OtterBox

  Customer Answer

  Date: 10/04/2023

  I have already sent them dozens of pictures about the claim!!! This is getting crazy. 
  

  *****

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I have already sent you dozens of pictures of my claim and nothing happened! 
  

  also you already charged me for the 9.99 shipping and replacement cost!!!!

  now hold your end of the bargain!!! Ridiculous 
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 10/06/2023

  Hello,

  The photos that you sent in was not what was requested by the company. If you can send in the correct photos we are happy to re-review the warranty claim to move forward. You are welcome to reply to the email for further assistance on the photos or call our customer service line at 1-855-688-7269 Monday - Friday: 8am - 5pm MST

  ~OtterBox

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because

  you just lost a customer for life. I'll be taking this to my social media following.  My business has over 500,000 followers also so you will reap what you sew  

  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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.

  Iv tried to reach out to “customer service” multiple times , it’s starting to seem non existent I will call and be told to “please hold for the next available representative” but I will quite literally sit waiting for an hour which I have a few different screenshots of and just hang up because clearly nobody is coming to answer this call this has happened on multiple different occasions now and at this point I feel like there just isn’t a customer service team at all because nobody ever answers ? EVER it should be illegal to operate a business if you cannot be contacted by any means I 100% won’t ever spend another dime with a company that prides themselves in such a way

  

  Business Response

  Date: 09/29/2023

  Hello,
  
  In order for us to assist you further, please give us a call during our normal business hours. Or go to our website to file a warranty claim at this link.
  
  *********************************************
  
  -OtterBox

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have already spent several hours waiting on their phone lines during normal business hours nobody ever answers so no I will not be wasting a single second more of my time reaching out to them I cannot file my claim online Iv been trying and it tells me to call I call and get no answer Monday thru Sunday no matter what time I call 
  
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 10/06/2023

  Hello,
  
  In order for us to assist you further, please give us a call during our normal business hours ************** Monday - Friday: 8am - 5pm MST. Our system does have an option for an automatic call back if the hold time is higher than expected or go to our website to file a warranty claim at this link.
  
  *********************************************
  
  -OtterBox

  Customer Answer

  Date: 10/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the Business in fact does not have a call back feature that’s another lie just wasted my time waiting for it .

  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/26/2023

  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.

  In September 2021, I purchased a new phone at ******* with an otterbox case. The case broke. I found out from ******* earlier this month that there is a warranty on the product. I went to the otterbox website to report the claim - I was put into an endless electronic loop that prevented me from registering the warranty claim. I went to the chat and again was placed in an endless loop of "how can we help you" without every being able to contact anyone. I don't mind that the product broke. I mind that they claim there is a warranty which, based on the website, is in name only.

  

  Business Response

  Date: 09/29/2023

  Hello,
  
  In order for us to assist you further, please give us a call during our normal business hours. Or go to our website to file a warranty claim at this link.
  
  ***********************************************************
  
  -OtterBox

  Customer Answer

  Date: 10/05/2023

  Complaint: 20657859
  
  I am rejecting this response because:  see attached
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 10/06/2023

  Hello,

  You can find the phone number for customer service on the website ************* and then the Customer support menu item. The contact information on that page is included below:

  Please call ************** Monday - Friday: 8am - 5pm MST

  or use our Chat option Tuesday - Friday: 6am - 10am MST Saturday & Sunday: 10am - 11:45am MST and 1pm - 3pm MST

  ~OtterBox

• Initial Complaint

  Date:09/26/2023

  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.

  My phone fell off the conveyor belt at the airport. Broke the back protected by the Otterbox but not the screen. Contacted Otterbox and they informed me that they do not warranty the phone, just the case. I find their marketing and advertisement to be misleading and inaccurate.

  

  Business Response

  Date: 09/29/2023

  Hello,
  
  We cannot replace, repair, nor compensate for your device. As found in our warranty statement, "CUSTOMER UNDERSTANDS AND AGREES THAT OTTER 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 (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE)"
  
  -OtterBox

  Customer Answer

  Date: 10/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because your misrepresentation of protecting devices is misleading and inaccurate. If an ****** ** *** *** were to fall three feet to the ground with an Otterbox protective case on it, breaking the back glass, the only part covered/protected on the phone by Otterbox, that to me would be an inaccurate representation of a product’s capabilities. Referencing Otterbox’s product details and descriptions via ********** “Defender Series Screenless Edition for ****** ** *** *** & ****** ** *** *** is the next generation of iconic protection. worry less while you’re working, adventuring and living when you defend your device against drops, dirt and scrapes. Combining a solid internal shell with a resilient outer slipcover, Defender, Series Screenless Edition deflects the action and accidents that come your way every day.” This is the basis of my BBB complaint. I guess it is my fault for not reading the fine print. That is why I want the general public to understand which companies stand behind their products and don’t hide behind the fine print. 
  
  
  
  Regards,
  
  
  
  ****** ****

  

  Business Response

  Date: 10/04/2023

  Hello,
  We have a great warranty on the product that we manufacture. If would like to proceed with that warranty for the case you can go to the site link below:
  *********************************************
  As stated in prior communication and the website our warranty statement, "CUSTOMER UNDERSTANDS AND AGREES THAT OTTER 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 (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE)"

  ~OtterBox

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because it doesn’t resolve my issue. 
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:09/25/2023

  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 ordered an otter box case for my iPhone on sept 7th thru Amazon. The charge port cover broke already. I went on Amazon to initiate a return and they had a preferred option to contact otter box directly. So to give you all the benefit of the doubt, I followed that path. After an hour on the phone and numerous tries on your website I have had no luck getting a live person. Is this the service quality of otter box now? Ive been using otterbox cases for years, now the charge port covers barely last a couple weeks and there is nobody available to help you if you have a problem? If you have the time to reply to the BBB complaints you have time to talk to me directly and help. I made my effort, if you are going to reply with some canned response directing me to a process that doesnt work, consider my response unresolved, and it will be unresolved until you pick up the phone and resolve it with me.

  

  Business Response

  Date: 09/29/2023

  Hello,
  
  In order for us to assist you further, please give us a call during our normal business hours. Or go to our website to file a warranty claim at this link.
  
  ***********************************************************
  
  -OtterBox

  Customer Answer

  Date: 10/02/2023

  Complaint: 20648850
  
  I am rejecting this response because: I stated in the complaint I filed that route doesnt put me in touch with anyone. This is just a circular thing, you send me to that contact path and nobody is there to receive my issues. Again, YOU contact me. I will be waiting for your assistance.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 10/04/2023

  *********,

   

  I am sorry we do not make out bound calls from our customer service. In order for to best assist you with these issues please give our customer service a call at ************** Monday - Friday: 8am - 5pm MST. If this was purchased with Amazon you will need to speak with Amazon for your purchase needs as we can only warranty your item if there is damage to the product or reship items that were only purchased directly from our website. 

  ~OtterBox

• Initial Complaint

  Date:09/22/2023

  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.

  Purchased an OtterBox defender pro for my ******* Galaxy note 9. Product developed defects within the first 2 years of use and they sent a replacement 4/6/20. Here we are again with the replacement case being defective. They are refusing to honor their 7 year warranty and are only allowing a 20% discount for future purchases. Cases are still available to purchase from vendors but they are refusing to provide customer service to honor their warranty. When asked to speak to the immediate supervisor I was denied and told to call back another time. I spent over an hour trying to get this resolved with no help. Here is a copy of their policy: Lifetime of the product, which is seven (7) years from the original date of purchase of the Product by a customer or date of delivery of the Product (whichever date is later) from an Otter-authorized dealer.The case is still within this time period. OtterBox needs to uphold their warranty to reflect the poor craftsmanship or stop stating that their is a warranty if they won't uphold it. Overall horrible customer service. Resolution is a new case to cover the warranty.

  

  Business Response

  Date: 09/24/2023

  Matt, 

  Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, Otter) warrants its products (collectively, the Products) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otters quality controls, unless otherwise prohibited by law.

   

  ~OtterBox

  Customer Answer

  Date: 09/26/2023

  Complaint: 20643422
  
  I am rejecting this response because: this is a generic response that has nothing to do with the complaint. The case is an authentic OtterBox product that is defective and within warranty specfications. It would be great if otterbox would stand by their products but it seems they are more about games and blaming phone manufacturers. Quit making inferior products and maybe replace my case like you know you should! Can't wait to see the next reply......
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/29/2023

  Hello,
  
  We cannot guarantee your product for replacement. Under our Sole and Exclusive Remedy section in our Warranty statement, "Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement. Any discontinued product still under its applicable warranty that cannot be replaced with an identical product will be replaced with the equivalent model based on availability." Since we do not have any equivalent model available for replacement, we cannot guarantee your product for replacement as all cases for your device are discontinued.
  
  -OtterBox

• Initial Complaint

  Date:09/20/2023

  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.

  Purchased an OtterBox case in January 2023 by august the case was broke. Plastic defective multiple cracks in material especially at charging port. Main purpose of buying OtterBox is due to the warranty they supposedly have in place. Spent $50 on a case that should protect my case and it falls apart. Try following up with the OtterBox website and customer service number, the website will not allow claim submissions for a ****** ***** *** case. Spent hours in hold for no customer service rep to answer from September 17-20, 2023. OtterBox doesn’t stand by their warranty. Sadly I had no idea they were connected with lifeproof or I would not have purchased this case as the same disintegration of the plastic happened with my husbands Samsung 23 ultra lifeproof case in 2022 and he spent $80 on a case that literally fell apart. Could not get a replacement through the lifeproof “warranty” due to the same issues. Advertising a warranty while having no way for consumers to successfully submit claims or contact customer service is a violation to me as a consumer and a disservice to the millions who unknowingly throw money away on cheap materials and a dishonorable company.

  

  Business Response

  Date: 09/24/2023

  ****,

  I am sorry for the longer wait times on the line when you call. With the new ****** release we have experienced a higher call volume, but are happy to assist you on the line. Please give us a call at **************
  Monday - Friday: 8am - 5pm MST

  ~OtterBox

• Initial Complaint

  Date:09/05/2023

  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 am simply trying to contact Otterbox to get an explanation as to why the Defender Series iPhone cases that are advertised to fit the 3rd generation iPhone SE do not fit. I have tried using the chat, I called the customer service number (waited ***** minutes before getting disconnected three different times), and tried to fill out a contact form. The contact form would not allow me to submit. The phone number on the contact form ************** is not a connected or working number. My fiance and I both have new iPhone SE 3rd generation phones and have been using Otterbox Defender cases for years. He purchased his elsewhere and is returning. I needed to use my warranty, but ordered the exact same case to stay true to the warranty. If the case is not going to fit, I won't be needing it. As a loyal Otterbox customer, I would appreciate a relatively easy way to contact the business. If I am having this issue, I am sure others are too and would just like Otterbox to have some accountability for their lack of customer service. An answer to why the case may not fit would also be appreciated.

  

  Business Response

  Date: 09/06/2023

  Hello,
  
  
  In order to fulfil your warranty request, we do ask that you call us during our normal business hours. We are open from 8AM - 5PM Monday thru Friday MST **************. We are currently experiencing higher than average wait times so we do ask for your patience as we try to help everyone we can.

   

  -OtterBox

  Customer Answer

  Date: 09/06/2023

  Complaint: 20557391
  
  I am rejecting this response because no one answers the phone number provided. Waiting on hold for 30 minutes and then being hung up on is unprofessional. I am just asking for my questions to be answered regarding the Defender cases and the new iPhone SE. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/07/2023

  Hello,

  We understand that currently we are experiencing higher than average wait times so we do ask for your patience as we try to help everyone we can. In addition to this option on the phone we do have chat that is open from 6AM-10AM Monday thru Friday MST for further assistance on a warranty and the self-service we offer on the website is available 24hrs a day. 
  

  -OtterBox

  Customer Answer

  Date: 09/07/2023

  Complaint: 20557391
  
  I am rejecting this response because the self service section of the website does not reach anyone from customer service, nor is it fully functional. The number attached to the contact form (different than the number for customer service) is not a working number and the contact form cannot be submitted. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/07/2023

  Hello,

  We understand that the higher call volume can be frustrating at times. I can assure you that the number to reach our customer service department is up and running if you need assistance with your warranty. ************** 8AM - 5PM Monday thru Friday MST. 

  -OtterBox

• Initial Complaint

  Date:08/31/2023

  Type:Sales and Advertising 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 have been emailing since July 29th for an issue with a warranty. Got a generic response back and replied and resubmit the problem but no answer. Waited a few weeks. Ive called but the line is always busy and the chat is stuck in a loop and never transfers you to anyone (have my history for that as well). Im getting very annoyed and would just like to reach someone.

  

  Business Response

  Date: 09/01/2023

  Hello,
  
  In order to fulfil your warranty request, we do ask that you call us during our normal business hours. We are open from 8AM - 5PM Monday thru Friday. We are currently experiencing higher than average wait times so we do ask for your patience as we try to help everyone we can. 
  
  -OtterBox

  Customer Answer

  Date: 09/01/2023

  Complaint: 20546221
  
  I am rejecting this response because: you offer a chat option, a self service warranty claim, and email help along with phone calls. I have been unable to reach your company by either for over a month. Thats a little ridiculous 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 09/06/2023

  Hello,
  
  
  In order to fulfil your warranty request, we do ask that you call us during our normal business hours. We are open from 8AM - 5PM Monday thru Friday. We are currently experiencing higher than average wait times so we do ask for your patience as we try to help everyone we can. In addition to this option on the phone we do have chat that is open from 6AM-10AM Monday thru Friday Mountain standard time for further assistance on a warranty and the self-service we offer on the website is available 24hrs a day. 
  
  
  -OtterBox

  Customer Answer

  Date: 09/06/2023

  Complaint: 20546221
  
  I am rejecting this response because: its literally a copied and pasted response from the original message. They arent even bothering to read my responses or provide custom answers to suit my issue. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/30/2023

  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 a Lifeproof case for my I-phone 13 promax a year ago , I paid more than a 100.00$ for this case , I was told this case has life time warranty , the case is already damage because of regular wear and tear. I had been trying to get a replacement but they keep on giving me one excuse after the other , they asked for pictures , every time I choose a case , they tell me this case is no longer available , out of stock in back order , then I choose another case and they tell me the same thing , finally I was told they received all the pictures and that they did have the case I chose but then after a few days , I received an email saying that case is in back order and no longer available

  

  Business Response

  Date: 09/01/2023

  Hello,
  
  The iPhone 13 ****************************** FRE Series Case comes with a one year warranty. As stated in the LifeProof Warranty Statement, "One (1) year from the original date of purchase of the Product by a customer or date of delivery of the Product (whichever date is later) from an Otter-authorized dealer," As part of our merger with LifeProof, we are honoring the LifeProof Warranty for legacy products. Due to this, we do have an order placed for your iPhone 13 ****************************** FRE Series case. However the product you selected is on Backorder at the moment. Please allow up to 4 weeks for the order to be shipped out and invoiced. 
  
  -OtterBox

  Customer Answer

  Date: 09/01/2023

  Complaint: 20540173
  
  I am rejecting this response because:

  They said the case I chose is in back order , I spoke to them today and they told me I didnt had a choice , they would replace the case with whatever case they chose is appropriate , this is the problem , they seem to be giving me one excuse after the other no to replace my case , at this point , I doubt they will ever send me anything , is just one excuse after the other. You have to be on hold for one hour and a half , just to hear more excuses 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/06/2023

  Hello, 
  
  
  Were very sorry to say that one or more of your items is currently on backorder. Your warranty order has been placed, but it may take three to four weeks for your product to be back in stock. As soon as your order ships, we will be sure to email you the tracking information, which will also contain your estimated delivery date. 
  
  
  
  -**********************
  
  
  

  Customer Answer

  Date: 09/06/2023

  Complaint: 20540173
  
  I am rejecting this response because:

  Is the 3rd time they say that they had approve my claim and then they say that the product is in back order , that I have to wait 3 to 4 weeks , after the 3/4 weeks they will email me again saying that the product is out of stock or back order , that I have to wait another 4 weeks , is one excuse after the other 
  
  Regards,
  
  *********************