Complaints

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

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  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:02/08/2023

  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 3 new Otterbox cases for my kids in early December, they did not make Christmas I believe they were lost in the mail but found and delivered 3 days after Christmas. I had to get cases for my kids they all got new phones as a present. I asked for a return on the cases even before they arrived. No problem Otterbox sent me a return label and said once we get the cases you will receive your refund. The cases were put in the mail DEC 28. I have yet to get my refund and to date I have had 13 emails back and forth with Otterbox and I called them 5-6 times. Many of the emails same story we need 3-5 more days you will get your refund. Yesterday I called and talked to a few customer service people and was told today is the last day I need to worry about this problem. 9:15 AM I never heard back from anyone when they said they would by phone and email and once again another day with no refund in my account. I have never had this much trouble with a return item and usually is a company sends your the return label as soon as they see it's in the mail they start the credit. I am owed $238.94 minus a 5 dollar shipping label was told I would be responsible for. If there is any way you can help me with this it would be greatly appreciated. Plus let Otterbox they should not treat customers this poorly or give them the run around but instead do what they say they are going to that would be great. Thank you for you time and any help with my situation.

  

  Business Response

  Date: 02/10/2023

  Hello,

  According to our records we have issued a refund for the amount of $238.94 on February 9th. If you have not recieved your refund, please contact your financial institution for further assistance.
  
  -OtterBox

• Initial Complaint

  Date:02/06/2023

  Type:Product 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 bought a OTTERBOX SYMMETRY SERIES Case for Phone  - BLACK. This is the fourth time I have to replace this product due to the poor quality of the case. But now otterbox is asking me to repay for shipping and handling fees, when again I have already several times in the past. I don’t feel like I should pay this shipping charge again and again if their product fails so much. That is not fai! Please kindly send a replacement case, at no cost. As again this is not fair that such a case from otterbox fails so quickly.

  

  Business Response

  Date: 02/09/2023

  Hello,

  As per 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." We do ask for shipping and handleing in the fulfilment of any warranty claim. As such, you must contact our Customer Service department or use the self service option on our website to file a warranty claim.
  
  - OtterBox

  Customer Answer

  Date: 02/09/2023

  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:02/03/2023

  Type:Delivery 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 Otterbox Symmetry Series Clear Microbial (Wallflower Clear Graphic) case on a Sunday night. We will be leaving town on vacation early next week, so needed a faster shipping than 2-3 weeks. When I saw the Express Shipping was 2-3 days for $12.99 at checkout, I chose that. This meant it would be at my house either February 1 or 2. Had I known Otterbox didn't really mean 2-3 days, that "our FAQs mention that it can take 6-9 days", I would have gone ahead an chosen the 2 day shipping for $20 or however much it is.
  The case was on time, even through ice storms in ***** until it got to a ***** facility 20 miles from my house yesterday morning. It sat there all day and went to another ***** facility 10 miles in the opposite direction from my house overnight, getting there this morning. It said it would be delivered by end of day February 3 (so already a day late according to the Otterbox website when I checked out), which was 2:30. It was delivered at 2:55 on February 3.
  I called Otterbox to tell them about it being late and kept getting the "Well, our FAQs state that it can take 6-9 days, and since it's the 3rd, you got it within that time frame". They wouldn't take ownership of their website miscalculating anything and continued to yell at me, both the agent and "manager" I talked to. IT'S THE PRINCIPLE. I told them that if I had read their FAQs first (um, who does that?), then I would have realized, but there was no reason for me to do that, so I relied on the 2-3 days. They wouldn't let me talk, just wanted to talk AT me.
  I've been a customer for 14 years and have bought at least 10-12 cases. This is the second time I've had an issue like this. Last time, it was corrected with a simple call. This time, I got nothing but rudeness from both women I spoke with.

  

  Business Response

  Date: 02/09/2023

  Hello,

  According to our records on order **********, you selected the ***** Ground shipping option. ***** Ground can take up to Nine business days for delivery. As such we have determined that your package was delivered on time, according to tracking number ***********, and is not eligible for a refund of any kind. We cannot process a refund due to the package being delivered on time within our shipping expectations.
  
  -OtterBox

  Customer Answer

  Date: 02/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:Their website told me 2-3 days when I selected premier shipping. 
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 02/10/2023

  Hello,

  We do not offer a "premier shipping" option. Our shipping options are as follows: Standard, (*** Mail Innovations, 7-15 Business days), Express (***** Ground 6-9 Business Days), 2-Day (***** 2-Day Air, 3-4 Business days), and Overnight (***** Overnight Air, 2-3 Business Days). All shipping options we offer do include a 48 business hour processing time for our warehouse to process any order. You selected the Express option on your order **********. You placed your order on 1/29/23 and received your items, within the expected timeframe for Express shipping, on 2/3/23 according to tracking number ***********0. As such, we have fulfilled the order within our shipping time frame. We cannot offer a refund for the shipping method you selected as the service was completed on time. 
  
  -OtterBox

  Customer Answer

  Date: 02/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Their website, when checking out, quoted me 2-3 days and I would have my item. If it was going to take any longer, I would have chosen the 2 day shipping. It was 20 miles from my house for 24 hours of the 4 days it took to get here. They need to fix their website if it’s not going to give the correct information, something I was told on the phone when I called last week, would not happen. 
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:02/01/2023

  Type:Product 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 purchased some otter products on 12/20/2022
  Order # ********
  I paid $115.62
  I sent the package back for a refund and I haven't gotten a refund. I provided them with the tracking information as well.

  

  Business Response

  Date: 02/09/2023

  Hello,

  According to our records, your return did not arrive within our 15 business day policy from the date you shipped it back. We have went ahead and processed your refund for the product itself. Please note that any shipping charges associated with your original order will not be refunded. Please allow 3-5 Business days for the refund to reflect in your financial institution. 
  
  -OtterBox

  Customer Answer

  Date: 02/09/2023

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

  Although I received the package January 19, 2023 and I sent ot back on January 30,2023 that does not surpas your "15 day policy" 

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

• Initial Complaint

  Date:01/23/2023

  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.

  Upgraded my old phone to a new one and had ******* send the OtterBox Defender Case and charging cords ect. I’ve been using Otter Box cases for years but this one has been nothing but a problem. The phone is constantly popping out of the belt clip. In this case it popped out, broke the camera, and I had to go back to the truck stop the phone was lost at. Now I’ve got to pay $250.00 to replace my phone because the clip that comes with the phone case doesn’t hold the phone in place worth a ****.

  

  Business Response

  Date: 01/24/2023

  Hello,
  
  Unfortunately we are unable to cover any cost of repair or replacement under any circumstance. As per our legal documents included with every product, "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)."
  
  -OtterBox

  Customer Answer

  Date: 01/24/2023

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

  there product is the only reason my phone fell and broke the Camera. I need it for work so I’ve got to replace it due to the clip on the defender series not keeping the phone in place. 
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/25/2023

  Hello, 
  
  Again, we are not liable for any damages that has occurred to your personal device. From our limitation of liability clause in our legal portion of the warranty. "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."
  
  -OtterBox

  Customer Answer

  Date: 01/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:I will absolutely NEVER accept them doing nothing so don’t worry I will definitely pass on how bad their new service is compared to days of old. Thank goodness I’m still waiting on the new phone because the **** thing flipped out of the belt clip twice at the T/A truck stop in Wheeler Ridge WV. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/09/2023

  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 *** keeps falling out of the belt part of case sometimes from a good height been about 5 times since I got it

  

  Business Response

  Date: 01/10/2023

  Hello,
  
  In order to process a warranty claim, you must contact Customer Service at 1-855-******** (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at otterbox.com/en-us/warranty-begin. Please note according to policy we ask that you hold onto your products in case we require photos or those products to be sent in directly and we do reserve the right to collect any shipping and handling charges associated with any warranty order. 
  
  -OtterBox

• Initial Complaint

  Date:01/09/2023

  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 purchased the product from a retailer on Dec 20th 2022. The product is defective. I reached out to the manufacturer as instructed and they won’t resolve it

  

  Business Response

  Date: 01/10/2023

  Hello, 
  
  Upon further inspection it appears that **** *** is not one of our authorized resellers of our products. We would recommend going back to the original place of purchase and getting a refund. Then we would recommend proceeding to go to an authorized reseller of our products, such as *******, ******, ********, *******, and **** and purchasing a legitimate OtterBox product. Our warranty covers products we manufacture and we cannot guarantee that this is a legitimate OtterBox based upon the information you have provided. 
  
  -OtterBox

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  It's been over 2 weeks and at this point you all are REFUSING to close out my online account! I have had many other online accounts closed out by various companies per my request and ALL OF THEM do it that same day I requested it. You all are the ONLY ones that are REFUSING to close my online account! I am attaching 2 screenshots because the email wouldn't fit in 1 screenshot. These screenshots will show you when you sent me confirmation saying that my online account will be closed out. It's been 2 weeks later and I CAN STILL SIGN INTO MY ACCOUNT! I might just report you all to my governor at this point. If reporting this on the BBB page doesn't get my account closed out then I will report to my governor and let them know you're refusing to comply. I've had enough of Otterbox.

  

  Business Response

  Date: 01/06/2023

  Hello,

  We have filed an IT ticket on your behalf ********** within our own Information Technologies team to get this information deleted. We would also advise contacting [email protected], like the screenshot in your email clearly states, for more information about getting your information deleted. 
  
  -Otterbox

  Customer Answer

  Date: 01/06/2023

  This is unacceptable. I already contacted them and they gave the same excuse. They lied to me stating they'd get this taken care of immediately. It's been over 2 weeks, that's not immediately. They need to learn what immediate means.

  You all, for whatever reason, are procrastinating. Again, never in my life have I had the displeasure of dealing with a company. Amazon is better than you and they're all OUTSOURCED! Amazon's worst agent is better than your company! Your company clearly doesn't care. I hope people steer clear from your company. If they have to have your products they should be cautious and order from somewhere on then straight from you.

   Otterbox has gone downhill: cheap plastic cases, yet high prices. Terrible customer service agents that don't pay attention to what you're saying. Anyone that sees this review stay far away from Otterbox. Spend your money elsewhere.

   I will now be letting my governor know of Otterbox's failure to delete my account.

  

  Business Response

  Date: 01/10/2023

  Hello,
  
  We have received confirmation that all of your information in regards to your online account has been deleted. You should no longer have access to your account. If you can continue to log into your account please reach out to [email protected] as previously instructed. As per your experience, we have attempted to satisfy your requests with every possible solution we can offer. According to our records we keep for financial purposes, you have received an extra $24.65 in credit for a return you originally paid $74.03 for. We also set the expectation that this is not according to any policy or procedure we currently conduct. Your first contact with our Customer Service team also indicates that you requested to speak to a Supervisor using the self service option on our website. From there we proceeded to give you instruction on how to delete your account information as well as proceeded to refund you for the original amount of $74.03 and proceeded to additionally credit an additional $24.65. We have made every attempt to satisfy and resolve your problem from our end. 
  
  -Otterbox

  Customer Answer

  Date: 01/11/2023

  I don't understand why they bothered to reference the refund. The refund had nothing to do with my request to have my online account deleted. This is the frustration with Otterbox. They just don't get it and they never will. They make you think you're the problem when all you want is for your online account to be deleted. There was absolutely no need for them to respond with all the other stuff about the refund and asking for a supervisor. The person that responded with that response has issues and wants me to feel like I'm the problem when again, they refused to delete my account for weeks and it should NEVER take a company more than 1 day to delete your account. For goodness sakes, my bank closed my online banking account that same day while I was on the phone! 

  To anyone that comes across these complaints in order to use it as part of your research as to whether or not you should buy directly from them, please stay away from this company. They didn't even say anything about having $5 taken off the refund amount till I said that there was no notice of it online, then they added it. This company is scammy with cheap plastic quality cases charged at high prices.

   

  By the way, that extra refund they talked about is incorrect. The total refund I received was the exact amount I was supposed to receive. Again, person that responded with that tried to lie. Don't trust this company. The only reason why I marked that person's response as acceptable is because I did check and finally my account was deleted. 

   

  By the way, the suggestion they gave of emailing the privacy email they gave in their response, which again I already knew about which they chose to ignore, is something I wouldn't have bothered with. They just tell you the same thing over and over, that their IT dept. is "on it." Again, shouldn't take more than 1 day to get it closed out. At max, 48 hours.

   

  The agents that I've dealt with, which have been quite a few, are incompetent and somehow manage to not understand what it is you're asking help for even though you make it as clear as possible. The supervisors don't care  as well. Seriously, stay far away from this company. Based off of the response that person gave me, they have chosen to gaslight me, making me out to be the bad person, stating "all that they've done for me," when all I wanted was for my online account to be deleted. Like I said, had they not deleted my account still, I would've just reported them to my governor.

   

  I have never in my life dealt with a company such as Otterbox. It just goes to show, having American agents isn't all that its cracked up to be. Amazon agents do a better job and they're outsourced!

• Initial Complaint

  Date:12/15/2022

  Type:Delivery 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.

  4 Otter Box Fre series cases for IPhone 14 pro max purchased on black Friday, 11/25/2022. Per the Otter Box website and email the cases were mailed out on 11/28/2022. Phone cases have still not been delivered and tracking states "Local Post Office Exception". I have contacted customer service twice and just keep being told to wait for delivery. The automated customer service system states that normal delivery time is 5-7 days- we are far beyond that at this point. These cases are Christmas gifts that I need by 12/16/2022 for an event with family- I ordered way in advance to ensure that they would arrive on time, and they are still not here. I just want the product that I have already paid for.

  

  Business Response

  Date: 12/19/2022

  Hello,

  According to our records on order **********, your package was delivered on Friday December 16th 2022. Tracking Number ************************** states that it was delivered by the ****** ****** ****** *******. If you have not received your package please reach out to our customer service team and we will be able to further assist you. 
  
  -OtterBox

• Initial Complaint

  Date:11/29/2022

  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 purchased an otter box case from t mobile about 2 months ago maybe to protect my new Phone ** *** *** that was brand new after a while having the case on the case had rubbed against my phone scratching the edges of my phone now exposing a different color metal all around the outside I spent maybe 60$ on the case but now my 1100$ phone is scratched up what kind of business sells products that do the exact opposite of what they say. I never dropped it I kept it in my pocket never removed it from the case the whole time they shouldn’t be aloud to sell these clearly they didn’t do very much engineering here to keep the plastic shell of the case from rubbing directly against the shiny metal surface of the phone. So now what we’ve got here is a brand new phone destroyed by some junk case because the company doesn’t care about its customers or their devices. I’ve already spoken to otter box and they don’t cover damage to the phone despite having a file a claim section on their website. This isn’t my first otter box case but it will surely be the last. Think about all the other people that bought these cases immediately after buying their new phone in September or October when it was released only to discover when the case is removed that it’s destroyed the device they were trying to protect the whole time? Scam artists.

  

  Business Response

  Date: 12/01/2022

  Hello,

  We do not have any record of you contacting our customer service department. We were unaware of this issue. We cannot help with the damaged device, but we can assist with the damaged case. Please contact our customer service department Monday - Friday 8AM - 5PM MST 1-855-********.

  -OtterBox

  Customer Answer

  Date: 12/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: my device is damaged because this case is faulty I don’t want another faulty case to put on my damaged device. I attached a screenshot of the outgoing call where I already spoke to one of your representatives I could’ve guessed you guys wouldn’t keep record of that for reasons I stated before, (scam artists) for many reasons we won’t discuss now. You guys shouldn’t be aloud to sell a case that damages devices literally and refuse to fix the damage you caused I have insurance on the device you guys are so interested in sending me another damage-causing case rather than fixing the damage the cause caused utilize your resources better.
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 12/02/2022

  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.
  
  -OtterBox