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.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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,

*********************
Initial Complaint
Date:08/28/2023
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.
No one answers the phone. Have not received the warranty items. Claim filed, but they reject all my emails. Been calling a lot and wasting time as I get no response
Business Response
Date: 08/28/2023
Hello,

We have requested additional information to proceed with your warranty claim. According to our warranty statement included with every OtterBox Product, "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 you must respond via email to the email request for photos.

-OtterBox
Customer Answer
Date: 08/28/2023
Complaint: 20531629

I am rejecting this response because:
Photos have already been sent. The email was rejected by the receiver.

Regards,

H M
Business Response
Date: 08/29/2023
Hello,

We have again asked for you to resubmit your photos. They need to be in a .PNG or a .JPEG format in order to proceed with your warranty. Failure to submit the photos in the proper format may cause our systems to not be able to receive your photos for warranty.

-OtterBox
Initial Complaint
Date:08/24/2023
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 tried to get a replacement warrantied case and glass protector since the ones I bought from otterbox did not protect my iPad and are junk along with the iPad itself ! My entire screen shattered and I cannot even use my iPad anymore so I bought a brand new iPad and tried to get a new case and protector from otterbox under the warrenty. They ask for photos so I took a picture of me holding the shattered glass protector over the garbage as I had obviously thrown it away already and dug it out just to get a picture for them. Apparently that isnt good enough and they want me to set it on my countertop and write some stupid note and put it next to it. Now, first off I already sent a photo of it. Second- if anyone things Im holding onto shattered glass for 3 weeks theyre absolutely insane. If they cannot honor my warranty claim as I already had to buy a brand new tablet due to their products failing !!! Then I want all my money back for everything I EVER purchased with them. Completely ridiculous.
Business Response
Date: 08/24/2023
Hello,

After reviewing your claim it does look as we are asking for a different photo of your product and did not ask for you to discard your items, as we do reserve the right to inquire for more information on the products for warranty. Items that we warranty are for the same item purchased. We are happy to assist completing the warranty once the requested photos of the product is sent in per the requested email.

-OtterBox
Customer Answer
Date: 08/25/2023
Complaint: 20511189

I am rejecting this response because:

Once again otterbox cannot read. I guess Ill have to repeat myself once AGAIN. I SENT YOU A PHOTO OF ME LITERALLY HOLDING THE THE BROKEN GLASS FROM MY GARBAGE BECAUSE ITS BROKEN GLASS AND VERY SHARP. IF YOU THINK I WAS GOING TO KEEP THIS BROKEN GLASS LAGING AROUND WHILE WAITING THREE WEEKS FOR A REPLY YOURE INSANE.
If youd like the broken glass, you can help yourself to ********************* disposal site.
you should really be thankful nobody has sued you yet for the absurd requirements you ask for such as storing broken shards of glass and laying them down to write a childish handwritten note next to them. Can I please talk to somebody with some common sense ? This is such a waste of time !!!!
I DO NOT accept your crappy pathetic response. Give me someone decent to talk to or Ill be sure ( trust me) that my complaint makes it to the top.
Regards,

***************************
Business Response
Date: 08/28/2023
Hello,

According to our warranty policy, "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." When you purchase any of our products, we include this in our packaging. When filing a warranty claim, you subject yourself to the terms and conditions of said warranty. Failure to validate the claim means that we cannot proceed with your request for warranty. Due to disposal of the product, and failing to provide the additional information we've requested, we are not able to proceed with your warranty claim.

-OtterBox
Customer Answer
Date: 08/29/2023
Complaint: 20511189

I am rejecting this response because:

I did send you the photo !!!!!!
you people are ***** ridiculous

Regards,

***************************
Initial Complaint
Date:08/23/2023
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.
On 3//23/23 i purchased a otter defender pro for my galaxy s23 ultra from tmobile. It comes with liferime warranty through otterbox. Beginning og august i noticed the edge was cracked. A few days later pieces broke off. Since then i have tried to contact the company via online submit warranty. It tells me its unavailable online and to call the number *************. I decided to call tmobile where i baught the case but same thing i need to contact the company. I have since called Aug 10th aug 11th, Aug 18th and Aug 21. With no answers only voice waiting cue. Each time has been a wait of over 30mins. Tmobile customer care called me on the 21st regarding another issue and i brought it up about my case they put me on hold and tried to call themselves and got the same thing. I am on hold in the cue as of right now so far its been 10mins and nothing. What is the point of a warranty if it is not working.or if it cannot be replaced in store.
Customer Answer
Date: 08/23/2023
A response to online form i submitted. I even had toldthe. I could not get through.
Business Response
Date: 08/23/2023
Hello,

Please give us a call at ************** during our normal business hours (Monday through Friday, 8am-5pm Mountain Time) so we can get this issue resolved for you. We are currently experiencing higher volumes than normal. However, to proceed with your warranty claim we do ask that you call in during our normal business hours. Please note that our times are listed in ***************** Time.

- OtterBox
Customer Answer
Date: 08/29/2023
Complaint: 20507344

I am rejecting this response because: everytime i have called in I end up holding over 30mins and end up having to hang up. I would be nice if they could call me directly or email me with a claims form or a more reliable number.

Regards,

***************************
Business Response
Date: 08/31/2023
Hello,

In order to file a warranty claim, we ask that you contact us during our normal business hours. We are currently experiencing more volume than anticipated. However, you must contact **************** to proceed with your warranty claim.

-OtterBox
Initial Complaint
Date:08/11/2023
Type:Service or Repair 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.
I went onto OtterBoxs website to do a warranty on a iPhone 14 pro phone case and I paid 10 dollars and some change for shipping and now that they took my money and have done nothing else for 3 weeks now is ridiculous. I have tried calling them as I am currently on the phone with there wait music once again and like the many times before no one will answer the phone, yesterday 3 hours on hold and no one answers the phones, no customer service at all really. I want my iPhone 14 pro otter box defender series phone case that's all.
Business Response
Date: 08/14/2023
Hello,
Upon review, we see that you contacted us on 8/10/23 in regards to your warranty order being canceled due to a system error. On case number 09077805 we see that we have requested photo's to proceed with your warranty claim. According to our warranty policy, "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." We are unable to proceed with your warranty claim until we can process your photographic evidence for your claim.

- OtterBox
Customer Answer
Date: 08/14/2023
Better Business Bureau:

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

Regards,

Martin Fortier
Initial Complaint
Date:08/09/2023
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 Otterbox cell phone case broke on the second day. Went online and sent in for a replacement cause lifetime warranty per ********* Otterbox sent me the wrong case. The case is nothing like what my case is and what was online. I got back online and there is nowhere to return or a chat line or even a customer phone number to call
Business Response
Date: 08/14/2023
Hello,

Please give us a call at ************** during our normal business hours (Monday through Friday, 8am-5pm Mountain Time) so we can get this issue resolved for you.

- OtterBox
Customer Answer
Date: 08/16/2023
Complaint: 20447693

I am rejecting this response because: I called the number listed on the reply from the business. 8/16/2023 twice. First time at 8:32 am. all I got was a recording that said outside of business hours. Press one for order look up. No option to leave a message. I called the second time on the same day. at 12:30 pm. after recording played I ask for a live person. then recording said stay on the line until the next available person. I was on hold for over ******************************************************************************** so saying stay on line until next available rep. *** clear that otterbox life warranty is no good. Now I'm going to have to file a complaint on the company that sold me the protective case with belt clip.

Regards,

*************************
Business Response
Date: 08/18/2023
Hello,

We are currently experiencing higher volumes than normal. However, to proceed with your warranty claim we do ask that you call in during our normal business hours. Please note that our times are listed in ***************** Time.

-Otterbox
Customer Answer
Date: 08/22/2023
Complaint: 20447693

I am rejecting this response because: I called a number of time. On hold listing to a recording over 30 minutes and no one picked up. Otter is a joke/scam. Does not stand behind their product

Regards,

*************************
Business Response
Date: 08/23/2023
In order to proceed with your warranty claim we ask that you call in during our normal business hours. Please note that our times are listed in Mountain Standard Time and we are currently experiencing higher call volumes than normal, but are happy to assist once an agent is available during your call.
Customer Answer
Date: 08/25/2023
Complaint: 20447693

I am rejecting this response because: This is BS. I called a number of time and stayed on hold for long periods of time. This is a poor excuse of a company like otter. Why not just send me a date and time that you will call me. Plus the number you will be calling from. Why? because otter does not stand behind their product like they use to.

Regards,

*************************
Initial Complaint
Date:08/09/2023
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 reached put to Otterbox for a replacement of a broken case. No problem, wonderful, came in a week. The case is, per the description, drop proof to 2m. My phone fell from 24" and the screen has shattered. I have NEVER broken a phone before in an Otterbox case. I think that the company should pay the $320 for my new screen but apparently they don't stand behind their cases that much because they won't do that. May have been a quality issue with that batch of cases, who knows. Two different chat reps and a phone rep told me that I could get a different type of case as a replacement. I submitted a warranty claim and they sent me an email saying they cannot do that. I sent screen shots of my convo and they said to send pictures. Well, the case is scratched, but not broken, just ineffective. I sent pictures of it anyway. I have called and emailed, tried to chat, and can't get ANYONE. All I wanted was some resolution to an issue I have never had with any product of theirs. They have always been great and I swore by them, but after this experience, who would feel like a valued and loyal customer?
Business Response
Date: 08/14/2023
Hello,

As per our warranty statement that's included in every OtterBox product, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, "We cannot repair nor replace your electronic device. We also do need photos to proceed with your warranty claim as stated in 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." We require you to submit the photos in order to proceed with your warranty claim.

- OtterBox
Customer Answer
Date: 08/14/2023
Complaint: 20445366

I am rejecting this response because: three different people told me the same thing and the company WILL NOT honor it. They gave me 10% off (once they finally responded) to buy another product... I'm sorry but if I can prove that YOUR PEOPLE told me something, wrong or not, other companies at least honor it for their mistake. This has been a horrible customer service experience. They just closed my case and sent me the same product I had an issue with. What great customer service.

Regards,

**************
Business Response
Date: 08/18/2023
Hello,
Our warranty policy is on a "case for case" basis. We can offer to provide an exception to the policy. However, if we do ask to validate your claim, we can only fulfil your warranty claim with what product(s) are validated. While we are sometimes able to provide that exception, we typically proceed with our warranty policy.

-OtterBox
Initial Complaint
Date:08/03/2023
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.
Problem with warranty. Otterbox has a warranty on its Phone cases. I filed a warranty and then it was declined. So I called and they've refiled it and then they asked me to send them pictures of the broken case to which I replied. I threw it away because it was broken and not protecting my phone. And they canceled my warranty claim again.
Business Response
Date: 08/03/2023
Hello,
We are unfortunately unable to extend our warranty to you at this time. As per our warranty policy, "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." We are unable to validate your claim due to the Product(s) you were trying to warranty were disposed of.
-OtterBox
Customer Answer
Date: 08/03/2023
Complaint: 20419080

I am rejecting this response because:

Regards,

*********************

I do believe this is targeted to me specifically. And I don't know why exactly as I have had warranty exchanges on devices in the past. And never had the situation happen. That being said they have lost a customer and I want this filed as a review for the company for everybody to see. That way, future customers can see how Otterbox treats their customer base.
Initial Complaint
Date:08/02/2023
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.
Bought a very expensive case from the company that’s states they offer a life time warranty. It seems like the cases only last half a year and break never had an issue with warranty till this last time. They had me take pictures and proof of the damage with my name date and time just to honor my warranty, after doing so they said it was not good enough I needed to send more. At this point it seems like they just won’t honor the warranty that was established at the point of sale, I would love my money back if they will not send me the replacement case.
Business Response
Date: 08/02/2023
Hello,
According to our records, you have notified us to cancel your warranty claim. We can no longer assist you with this warranty claim. If you wish to file another warranty claim, you can do so on our website at otterbox.com/warranty at your convenience.

-OtterBox
Initial Complaint
Date:07/28/2023
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 purchase an OtterBox case to protect my iPhone 13 Pro in February or 2022 and it has failed. My phone fell and the entire back glass cracked damaging my device.
I contacted OtterBox at 8556887269 to file an warrant claim for my device however has been unsuccessful. I am seeking the full amount of my device $1200
Business Response
Date: 07/31/2023
- Hello,

In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty legal information: "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, 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), THE ENTIRE AGGREGATE LIABILITY OF OTTER AND ANY OF ITS DISTRIBUTORS AND/OR SUPPLIERS WILL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY CUSTOMER FOR ANY PRODUCT GIVING RISE TO LIABILITY. SOME STATES, PROVINCES, COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO CUSTOMER. THE LIMITATIONS OF LIABILITY SET FORTH ABOVE WILL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW." Due to this, we are unable to provide any assistance with your damaged device.

-OtterBox
Customer Answer
Date: 07/31/2023
Complaint: 20385609

I am rejecting this response because: I purchase the case to protect my phone and device which it failed to do so now I have a damage phone, defective case and out $74.

Regards,

Christopher Browne
Business Response
Date: 08/02/2023
Hello,
We are under no obligation to cover the cost of repair nor replacing your device. As stated 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." Upon purchasing an OtterBox Product, you agree to the terms and conditions of our warranty, including our Limitation of Liability clause. We are not able to help with the cost of repair for your device due to this.

-OtterBox

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