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:07/21/2023
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 do not see anything that shows how this comes off.I did leave a review.This is so frustrating!My sons case is coming apart and I requested a replacement for his. I own a business and have never put my clients through this. I only purchase Otterbox from your site or directly throughly ******* and have as long as your company has been around. As a business owner, I understand standing behind what I do and sell.As a company, your group is making it impossible to remain a loyal patron.I cannot even hear the music I like to play, much less the calls I make-among other things. Yet, I am being quizzed on why I need a replacement.I also waited for months to purchase this case so that when I get into my pool, I could take some nice underwater pictures. With the hole in the case, I cannot trust that either.Connect me with a manager. The lack of trust in my claim is making me not trust the the reason behind these bogus requests. Will my sons case be replaced for his 13 pro max?Also, the review I left is as follows:****** hear anything on speaker, pictures are not coming out properly, the waterproof aspect is an epic failure, getting a replacement they want me to do everything and the. They have to approve of a photo with the date beside it. I cannot even get the case off. Its awful. Im frustrated. I have to open the port for anyone to hear me or for me to hear them on speaker. Its really an awful experience and I only ever purchase Otter cases. Also, the case is not available in the purple I have, so I chose green-they then send me an email saying it can only be replaced in the color they have. Why is this so difficult?!?!?!! I run a business too, but dont put my clients through this much and my facility is a medical one.Now they are demanding that I send the case or cases back, since they did not specify, meaning we will have to go without case protection for however long. This is awful and I have been a loyal patron since they started.
Business Response
Date: 07/27/2023
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." In order to proceed with your warranty claim, we do ask for you to mail in your Product(s) for inspection.

-OtterBox
Customer Answer
Date: 07/28/2023
Complaint: 20356011

I am rejecting this response because: I have ordered Otterbox exclusively for my Apple devices for years now. I have never been so insulted. Moreover, if i do need to mail my product in, how can I have the needed protection on my cell?
if they are honoring an exchange, not a problem. send the replacement first.
also, my sons case is gaping the same way my mothers did. These products are being made too quickly and quality efforts are failing.

Regards,

***************************
Business Response
Date: 08/02/2023
Hello,
We cannot "exchange" product in the way you have requested. In terms of a Warranty Claim, we need to first validate the claim itself and, once the claim has been validated, then we will be able to proceed with sending out your product. In order for us to proceed with your warranty claim we do ask that you mail in your products as you have been notified. This is in line with our policy that states, "we may ask that you return the product to Otter for inspection."

-OtterBox
Customer Answer
Date: 08/02/2023
Complaint: 20356011

I am rejecting this response because:
There is something wrong here with the equity of this request.
I have purchased Otter products since they have been on the market.
I purchase for my business, my family, my devices - iPhones, IPads, watches-you name it.
To be told to remove the cover and go completely with no protection on our devices is not an equitable request.
For others who, like me, purchase these cases for the ultimate protection, it is already tough to realize the lack of quality that has come to mind recently with these products.
If you have a warranty on your products, the least you can do is honor it without the all-of-a sudden bogus requests
Check my shipping history, I can pull more from other vendors I have purchased countless products from-I have NEVER had to send a product in for an inspection prior to receiving a replacement.
This world has gotten quite comfortable showing how unjust it can be, but for me, it shows me where to never shop in the future
Regards,

***************************
Customer Answer
Date: 08/03/2023
We ordered new cases from a separate company that we will likely be using in the future due to this grievance.
Once the new cases arrive at my business, I will send our defective Otterbox cases in for this review with a traceable tracking method, awaiting our replacement cases.
This inconvenience is all theirs.
Here again, I have never, in all of the years, and all of the dozens, if not hundreds of cases I have purchased from Otterbox, been asked to go through such extreme measures.
Just so that we can receive replacements that we are owed for these defective cases, I will send them likely Monday or Tuesday when our new cases, from a more reputable company arrive.

Customer Answer
Date: 08/04/2023
My iPad pencil cover just broke because of the poor design when I sit the iPad in the holster it flips over.
I have brought these quality concerns up in the past.
Will I need to send this in as well or will Otterbox accept pictures of this as they have in the past?
This will be 3 defective items in need of a replacement. Instead of being difficult towards their customers, Otterbox should anim to improve their QUALITY and development teams.
Initial Complaint
Date:07/21/2023
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.
Youre not answering my questions. Youre making comments. The pictures were sent. Do your job n locate the emails and process what warranty claim and photos you have. You can not be lazy and send the same auto filled message. You took my processing free of $10 and wont process my warrenty claim. Case Number: ******** Customer:NishPage Date Updated: 7/21/2023
Business Response
Date: 07/21/2023
Hello,

After reviewing your photos, we have determined we still need additional information to proceed with your warranty claim. The additional information requested is as follows: All product(s) in one singular photo with hand written information. This is 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."

-Otterbox
Customer Answer
Date: 07/25/2023
Complaint: 20355730

I am rejecting this response because: I didnt tell me how many pictures u have and why the pictures I sent were not warranted. Waiting for u to answering what I asked multiple times and gotten no response. How many photos do u have. I was told twice I could send seperate pictures and thats what I did. Do file the claims individually as u see picture.

Regards,

Nish Page
Business Response
Date: 07/27/2023
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." In order to proceed with your warranty claim, we do ask for you to mail in your Product(s) for inspection." According to the department that is working on your warranty claim, they have stated multiple times they "cannot complete your order without clear photos of the damaged product next to your handwritten name and date." This is a part of our warranty policy to validate any warranty claim. We do not have any new or recent photographs of the requested information, therefore we now require you to send in your products for inspection.

-OtterBox
Customer Answer
Date: 07/28/2023
Complaint: 20355730

I am rejecting this response because: I have asked multiple times what photos you received and how many? In addition you still have my $10 so yes I will continue to complain.

Regards,

Nish Page
Customer Answer
Date: 07/28/2023
New Information 7/28/2023:
Problem:
YOU didnt tell me how many pictures u have and why the pictures I sent were not warranted. Waiting for u to answering what I asked multiple times and gotten no response. How many photos do u have. I was told twice I could send seperate pictures and thats what I did. file the claims individually as u see in pictures. And you still have my $10. So you need to offer man than that option or we can go back and forth for years.
from:Nisha Page <********************>
to:"*****************************************" <*****************************************>
date:Jul 28, 2023, 1:08?PM
subject:
56800142-722B8

Im still waiting on their response and they still have my $10 without answering my questions properly. Thanks

Business Response
Date: 07/31/2023
Hello,

According to our records we have received 2 photos without handwritten information and all of your products in the same photo. We have not received additional information as we have requested multiple times. Due to this, we now ask for you to send your products in for inspection. We are unable to proceed with your warranty claim until we receive your products in for inspection at this time.
-Otterbox
Customer Answer
Date: 07/31/2023
Complaint: 20355730

I am rejecting this response because: thanks for finally answering my questions. Now we can move on. So
There is handwritten info and 3 items in 2 pictures. I have 3 out of 5 items that have pictures that I will RESEND the same exact photo again. screen savers I can not keep because I will not keep broken class around kids You can accept the exact photos that Im resending by email or we can continue to go back and forth

Regards,

Nish Page
Business Response
Date: 08/01/2023
Hello,
We have requested you to send the products in for inspection. We cannot accept new photos of your products to validate your claim. As we have stated multiple times according to our warranty policy, "we may ask that you return the product to Otter for inspection." Due to improper formatting of your photo's in a PNG or JPEG format, we did not receive the photos until July 31st. We also have stated multiple times to proceed with your warranty claim we require the products to be sent in for inspection and validation of your warranty claim. As we have notified you, "You are fully within your rights to choose not to send it back. In that case, we will not be able to fulfill your warranty. Our offer will still stand if you change your mind. We hope you have a good day." If you wish to proceed with your warranty claim. You are required to send us the products you are trying to warranty.

-OtterBox
Customer Answer
Date: 08/02/2023
Complaint: 20355730

I am rejecting this response because: you still have my $10. You didnt prepay for shipping and you didnt tell me the format was wrong until Now. you said theres no note, then you said the problem was all 5 items should be on pic. Tell me whats wrong with uploaded pics from the beggining of July? Were they ever open? You need to tell me the proper format to use.

Regards,

Nish Page
Customer Answer
Date: 08/28/2023
Wheres the $10?
Business Response
Date: 08/28/2023
Hello,

Your pending authorization is no longer valid and has been reversed. For more information, you need to reach out to your financial institution.

-OtterBox
Customer Answer
Date: 08/28/2023
Complaint: 20355730

I am rejecting this response because: you should have in your system when the payment was pending and canceled so u could tell me

Regards,

Nish Page
Initial Complaint
Date:07/21/2023
Type:Order 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 ******************* for MagSafe, 5k mAh (7.5W) stoped working and it need to be replaced and I would like them to replace it and send one that works with out having to return it color of the item I get dont matter so please get them to replace it with out having to send the broke one back seeing it would cost more then it worth or more then ut cost to buy a new one to send it back seeing it a battery
Business Response
Date: 07/21/2023
Hello,
In order to proceed with your warranty claim, we do ask that you email our **************************** Please note, we may ask for you to send your products in to Otter for inspection as per our warranty policy.
-OtterBox
Customer Answer
Date: 07/25/2023
Complaint: 20353218

I am rejecting this response because:

Regards,

************************* us blocked me from being able email us and call us about stuff so how am supposed do that and no where in the warranty policy that came with ********* dos it Amat for the warranty to be valid do I have to return it? And I got copy of the warranty policy that came with some where in my house and a family member that works for a lawyer said us by law have to follow the warranty policy that came with the item to the letter of the warranty lol thats written in the policy and if I do t I got a lawsuit and if u want the item back u can have it back but u got pay for it to be shipped back to us seeing dont say I need send back in the warranty policy that with ********* because if it did say I need to send back that make where I got to pat tii ok send it back
Customer Answer
Date: 07/25/2023
Additional Information from Consumer filed on 07/22/2023:
Problem:
I got a 5k MagSafe charger that wont work and I want it replaced and with out have to pay to return it and or any seeing us blocked me from calling us and my lawyer has all the recordings from the all the calls I ever made to us and us r say u was rude to us but even my lawyer say us just as rude to me in them calls if not more rude to me and if us dont replace the 5k charger me and my lawyer will be filing a class action lawsuit against u for the way us treated me over the phone how u lost my package with my cases in them for a old warranty I put in for and had to go throw the ************ attorney, generals office to get u guys to magical find my missing warranty package u made me said back to us and my lawyer really want me y file a lawsuit on us but I will give one last chance Otterbox clearly offers a lifetime (7 year warranty) on this item. This is not a warranty if it is not honored. And by law from what my lawyer says that a fake warranty is put on the box and in ur paperwork if u dont follow it like it wrote on the box and paper that comes in the box witch u will send a replacement with me have to send my old product back seeing ur warranty on the box and on the paper that came in the box and law said u dont follow ur warranty the way its wrote I. The box and paper in side the box that comes with it that is a against the law and I got law suit against us and if u dont honor this I will have my lawyer file in court on us

Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
Other (requires explanation)
select
Desired Outcome:
Replacement; Store credit; Refund
Business Response
Date: 07/27/2023
Hello,
If you wish to proceed with legal action, we can no longer assist you. You will need to have your legal representative contact our legal department for next steps. As per our Warranty Statement under the Warranty Claim Process section, "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."

-OtterBox
Customer Answer
Date: 07/28/2023
Complaint: 20353218

I am rejecting this response because:

Regards,

************************* I will return ********* as long as I pay for it to be returned and send a label to return it because I should not have to pay to return it by law if us want it back I been told
Business Response
Date: 07/31/2023
Hello,

As stated in our warranty policy, "Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim." Due to this we do ask that you pay for return shipping for inspection of your product(s) in order to evaluate and fulfil your current warranty claim.

-Otterbox
Customer Answer
Date: 07/31/2023
Complaint: 20353218

I am rejecting this response because:

Regards,

************************* I will need u to call me about this
Initial Complaint
Date:06/30/2023
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 ordered a mag safe case, charging station and a privacy screen on 05/05/2023 I have not received it up to now and no one is willing to assist me in the matter. I also, stated that I wanted to cancel my order and they refused to refund me my monies. They are unwilling to give me back my $184.35 stating that they cannot return my monies even though I havent received the items.
Business Response
Date: 07/06/2023
Hello,

After further investigation, we have found your package was lost in transit. As such, we have went ahead and refunded you for your order.

-OtterBox
Customer Answer
Date: 07/06/2023
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:06/27/2023
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.
Otterbox does not want to honor their warranty even though my item *** G4 case) is within the warranty period and is legitimately claimable.
Business Response
Date: 07/05/2023
The ** G4 has been discontinued. We try to keep products around for as long as possible, but inevitably a time comes to say goodbye to some of our favorite products. We have a limited warranty on all our products and once we run out of stock, we can no longer warranty it. You may be able to find a retailer that still carries that product, but we would not be able to offer a replacement for it under warranty if it gets damaged.
Customer Answer
Date: 07/06/2023
Complaint: 20245411

I am rejecting this response because:
Otterbox clearly offers a lifetime (7 year warranty) on this item. This is not a warranty if it is not honored. "We are out of stock on a warrantied item," is not an excuse or valid reply. If Otterbox does not keep stock that means that they lied and never had the intention of honoring the warranty. Otterbox would have to compensate me for the case so I can purchase another one since they irresponsibly ran "out of stock." It's only logical.
Regards,
*****************************
Business Response
Date: 07/07/2023
Hello,

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. If you have a new device, we would replace your case with the equivalent model of said case. However, since ** is no longer manufacturing or producing new smartphones, we would be unable to provide an equivalent exchange.

-OtterBox
Customer Answer
Date: 07/07/2023
Complaint: 20245411

I am rejecting this response because:
This is ridiculous logic. I paid for a case with a lifetime warranty, which means, according to you, 7 years. My warranty is still valid since I purchased less than 7 years ago. My case should be replaced by you OR I should get back the cost of what I paid my case since you cannot honor the warranty. Why do you keep ignoring that I am correct? I have a lawyer on retainer so he will work on any case since I pay him anyways. Do I need to contact him to start a class action suit on Otterbox for failing to honor warranties? I'm retired, I have the time. Better yet, social media is a great place to let people know that Otterbox does not honor their warranties. I've already told friends who buy Otterbox that you don't honor your warranties. By the way, don't hide behind the fact that ** stop making phones. That is irrelevant here. Very unprofessional! Stop trying to weasel out of your warranty!

*****************************
Initial Complaint
Date:06/16/2023
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 June 6, I filed a warranty claim on my product that is less than a year old. I went the through the online paper work and submitted my claim. Once claim was submitted, it allowed me to order a replacement for it which was the iPad protection case. I selecting the option forward and agreed to terms and condition stated the responsibility of only paying the cost. Everything was confirmed and I received a confirmation number.Two days later I get an email asking to taking pictures After I had already been approved and confirmed with an order number. I submitted the requested pictures and then a day later I was requested to send more photos. By now, I am getting frustrated and taking useless time. I submitted the photos.After photos were submitted they requested me to send the damage protect. I was livid! Dont allow me to order and have a confirmation on this if they are not going to follow their own guidelines! I want another case sent or they honor this warranty!
Business Response
Date: 06/22/2023
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." Seeing how we have requested that information, we do need your products to be sent in for validation of your warranty claim.

-OtterBox
Customer Answer
Date: 06/26/2023
Complaint: 20194878

I am rejecting this response because: Lack of knowledge and lack of communication. I was instructed three separated time for nonsense requirements that took time from my day!! Over a span of three days! I should have been instructed immediately we need device. Instead of wasting my time attaching photos that you did not use! Never in the passed have I had to do this. I am highly irritated that you have done nothing but waste my time. I spent $100s of dollars on otterbox protection devices
Also, where is my bank account canceled order confirmation??? I have this authorization pending!!!

I can not get hold of anyone.

Regards,

*****************************
Business Response
Date: 06/30/2023
Hello,

We still request you send in your product(s) for validation of your warranty claim due to insufficient photographic evidence. As we have asked, we need handwritten information in the photograph of your first and last name and today's date. Due to inability to provide a photograph with required materials, we now ask for you to send your product(s) to Otter for inspection, as written in our warranty policy, "in some cases, we may ask that you return the product to Otter for inspection."

-Otterbox
Customer Answer
Date: 07/18/2023
from: '*****' via Dispute Resolution <*****************************************>
reply-to: ***** <*******************>
to: *****************************************
date: Jul 18, 2023, 1:42 PM
subject: This has not been solved
Hello,

I filed a complaint against Otterbox for an unnecessary request which could have been taking care for the first time. Also, I will not ship my protection cover for my iPad without having any protection in place of it! I do a lot traveling and run the risk of it being dropped or damaged. Surely, they would understand this.

Thank you,

*****************************
Business Response
Date: 07/19/2023
Hello,

We still request you send in your product(s) for validation of your warranty claim due to insufficient photographic evidence. As we have asked, we need handwritten information in the photograph of your first and last name and today's date. Due to inability to provide a photograph with required materials, we now ask for you to send your product(s) to Otter for inspection, as written in our warranty policy, "in some cases, we may ask that you return the product to Otter for inspection." Unfortunately, we will need the product(s) to be sent in before another one can be sent out.

-Otterbox
Initial Complaint
Date:06/13/2023
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.
New iPhone 14P with damaged glass under warranty, seeking replacement as purchased through Apple Store / Otterbox Glass. After 8 calls and two months of waiting Otter Box Manager ***** unable to guaranty any replacement glass will be sent as it is "on backorder." This has been going on since 4/1/23, with case opened 4/12/23 (attachment).As resolution I've asked for the $35 replacement for the cost Apple charged to install the safety glass...I need to re-purchase from another supplier that stands behind their warranty.
Business Response
Date: 06/21/2023
Hello,

We can guarantee the item selected for your order will be coming back in stock. Due to this, we are unable to provide a refund at this time.

-OtterBox
Initial Complaint
Date:06/12/2023
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 placed a warranty claim on April 14, ******************************************************************** the past over the 10 or so years that I have been using otterbox for my device cases. This time I was met with roadblock after roadblock. Typically I have always dealt with Lifeproof but it seems that their brand has now been fully integrated into Otterbox. I was sent an email requesting pictures of which then was met with another email requesting the SAME photo's. Then on April 16 after I pushed back that they were requesting the same photos I was told that the case was out of stock and on backorder. I waited 4-weeks as they said and no contact from them, reached back out on May 23rd to the same statement, on backorder. Reached back out on June 9th about the possibility of another color? then before receiving that reply I received a shipping notification on Sunday June 11 for a case for an iPhone 13 Pro *** when I have a 12 Pro *** BUT received an email this morning June 12th that the case is STILL on backorder. I have ZERO faith that the case ACTUALLY shipped. This whole ordeal just to replace a warrantable item has been exhausting meanwhile I have a substandard case on my phone and zero communication from a company that allows items to go into backorder this far, also indicating that these items will not be restocked so forcing item obsolescence.
Business Response
Date: 06/21/2023
Hello,

Using the included information, we were unable to find any record of you contacting us within the last 6 months. We can confirm that the item described is on a backorder to our distribution warehouse.

-OtterBox
Initial Complaint
Date:06/07/2023
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 contacted Otterbox regarding a defect on my Otterbox Trooper 20 cooler. I purchased the cooler 3 years ago, and it was supposed to come with a Lifetime Warranty (5-year). The person I spoke with told me sorry, we discontinued that model, and since our warranty is exact model for model, theres nothing we can do. I was offered a 20% discount on my next purchase, for my $200+ cooler that is defective. I told the agent that this was extremely unacceptable and disappointing, and that they are not honoring the warranty they are advertising. She said there was nothing that could be done. I pointed out that they still sell coolers, just not the one I have, and asked if they would be able to replace mine with one of the ones they sell of like style/comparable (granted the ones they sell now are much cheaper and not as nice). The agent said no, it must be the exact same model, and if its discontinued (by them), the warranty is over/void. I then asked to speak with a manager to discuss my concerns/disappointment. I spoke with *******, who didnt seem to care and even had an attitude in the end. After I explained my position and feelings, her response was was there anything else we could assist you with? Ive never had a more poor experience. The Limited Lifetime Warranty SOLE AND EXCLUSIVE REMEDY section even calls out that they will (3) replace the Product with a Product that is the same or of a similar style to the Product customer returned to ********************** under this Limited Warranty or a substitute equivalent to customers original purchased Product that *** not be of like kind (depending on availability)My desired resolution is a replacement of a comparable item to what I purchased. That is what is fair. It is not the customers fault that they decided to discontinue the product. The Cube Cooler ($79.99) is the closest product to my product (Trooper 20 - $199.99), and that is what I would consider a fair replacement at the very least.
Business Response
Date: 06/09/2023
Hello,

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 an equivalent model to replace your cooler with, we cannot replace your Trooper 20 cooler with a different cooler. The Trooper 20 cooler and our Cube Cooler are not identical in terms of size and build. Because of this, we are unable to replace your Trooper 20 cooler.

-OtterBox
Customer Answer
Date: 06/18/2023
Complaint: 20156750

I am rejecting this response because:
The businesss response to this complaint is invalid and wrong. Their warranty clearly states they will:
replace the Product with a Product that is the same or of a similar style to the Product customer returned to ********************** under this Limited Warranty or a substitute equivalent to customer's original purchased Product that *** not be of like kind (depending on availability).
The cube cooler is close in size and style as my originals yet the company refuses to consider that as a like replacement under its supposed warranty. Worse off, it appears the original cooler (77-57017) I have is now for sale again on their website, yet unavailable for warranty claims?

My requested resolution stands, replace my product with the exact same cooler that is apparently available on your website, or a similar cooler you currently carry/sell.

Regards,

***********************
Business Response
Date: 06/30/2023
Hello,

We experienced a website error that made the Trooper 20 appear available for a limited time. We currently have no stock available and are unable to complete your warranty.

-OtterBox
Customer Answer
Date: 07/05/2023
Complaint: 20156750

I am rejecting this response because:
This is utterly appalling. The business informed me that the item was back in stock, instructed me to send in my old cooler, and eventually even assured me that one was physically being held/put aside pending the inspection/receipt of my old one.
Now they say this was a glitch? What about my property that the business now has possession of? The business needs to figure this out as we cannot complete your warranty is not a valid response. The business has now essentially stolen/kept my original cooler and is refusing to honor the warranty/ship out a replacement. How is this legal?

Regards,

***********************
Business Response
Date: 07/10/2023
Hello,

We understand that you have been helped with your cooler replacement through a different point of contact. Please disregard the previous message as your new cooler should have arrived.

-OtterBox
Customer Answer
Date: 07/12/2023
Complaint: 20156750

I am rejecting this response because:
The business representative nor BBB contributed towards a resolution of this issue unfortunately. Whoever is responding to these complaints from Otterbox showed no empathy or effort towards a solution. I had to pursue a different (escalated) avenue to try and get a resolution. This issue is now resolved thanks to other members of the Otterbox team, but the process of this BBB complaint proved to be a waste of time in this case.

Regards,

***********************
Initial Complaint
Date:05/18/2023
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.
5/5/23 - Ordered two items from Otterbox and charged $94.66 on 5/6/23 for said products.

5/11/23 Package from OtterBox arrived with incorrect items (not what I ordered). Spoke to OtterBox customer service (855)688-7269 who reportedly would resend the order but charged me an additional amount of $70.13 which appeared on my American Express 5/12/23. I made repeat calls to Otterbox who assured my the pending charge would fall off and that they could not see or track that charge, as they could not find a case number. Was told by customer support to not return the incorrect merchandise and that Otterbox would resend my order. Was told to call OtterBox Customer Service if the pending Amex charge became a firm charge.

5/17/23 Called OtterBox customer support who reported they could not find the charge of $70.13 and to call my credit card company, American Express, as they could not refund me for the duplicate charge.
Business Response
Date: 06/09/2023
Hello,

According to our records order 14981434 was correctly charged 94.66 on May 5th. Our records also indicate you were not charged for any other amount regarding this order or any other order.

-OtterBox

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