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 Cases

  650 Missouri Avenue Jeffesonville, IN 47130

• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  

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:08/08/2022

  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 purchased at otterbox case for my ****** ***** *** less than 4 years ago. The ****** ***** ** itself was released in Nov 2017, less than 5 years ago. The company's warranty states that it guarantees remediation for products that failed within 7 years of purchase from an authorized retailer. In my case I purchased my case from a Verizon store, an authorized retailer, and within the term of my warranty. When I contacted customer support I was told that they would not be able to help me in any way due to products for the Pixel 2 line being discontinued. The company's refusal to offer remediation within the terms of their guaranteed warranty is either false advertisement or at least a very poor
  business practice. If discontinuing products near the end of a warranty, when any product in general is most likely to have issues, is allowed, Otterbox shouldn't be able to claim a 7 year warranty on their products

  

  Business Response

  Date: 09/02/2022

  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.
  
  -OtterBox
  

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  The option of replacement of a like model for a newer phone type was not given to me at the time of speaking to a live representative.  Please send me a case for a ***** * *** as a replacement.

  My contact information is:

  Phone: ************

  Mailing Address:

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

• Initial Complaint

  Date:08/01/2022

  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 have been a customer of OtterBox for at least over five years now. Each time that a new *Phone is released I purchased the new *Phone and I always buy Otter products.
  
  I have to carry three phones on me at all times for work and for personal use. With OtterBox I purchase cases and cables and here recently batteries.
  
  I understand shipping challenges in the mitts of this pandemic, However I placed an order for some warranty replacement items as well as items I was purchasing back in June and as a result I have had nothing but multiple phone calls and it seems like endless conversations with representatives. When I would attempt to escalate the situation the representative would try to deescalate the situation.
  
  Issue is still not resolved and I am requesting that someone In a higher level of escalation contact me to possibly come to a resolution of this. In all the years that I have been dealing with OtterBox I have not had this much hassle at all. In fact I have never had this much hassle. Some of the representatives are trying to blame a system upgrade for the issue but if that were the case it seems like that we would try to come to some resolution . I will be awaiting a response.

  

  Business Response

  Date: 08/29/2022

  Hello,
  
  Our records show with all the recent returns that you have been refunded for those purchases. As for the warranty claims, our tracking shows that it was delivered on 8/11.
  
  Tracking links: https:***********************************************  
     : https://***************************************************************
  
  -Otterbox

• Initial Complaint

  Date:07/27/2022

  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 bought an Otter case from yawll for $74 my phone exploded and I had to get new phone I got an *Phone ** I don’t have the money for a new case I’m simply asking for a case for my *Phone **  Please see below attachment of case I would like it replaced with

  

  Business Response

  Date: 08/29/2022

  Hello,
  
  Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, “Otter”) warrants its products (collectively, the “Products”) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otter’s quality controls, unless otherwise prohibited by law. For more information visit https://www.otterbox.com/en-us/legal-information/warranty-full.html
  
  - OtterBox

• Initial Complaint

  Date:07/26/2022

  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 filed a warranty claim back on April 21 for a clips and replacement case, that fell from a stool, on flat concrete and my screen cracked. The screen protector was not damaged but, my screen in the phone was cracked. I sent photos 8 different times, each time they say I have to add this or that. The last photo had to have my name on a piece of paper signed. I sent that the last time I sent photos on June 28th now I called today to find out what the problem is and they want me to send the case photos with the signed name all together in one photo. This is crap. What is wrong with the first photo that had all my information signed and with the case number, to where I have to do it again and send photos a 9th time. I am extremely frustrated and I want my case like yesterday. I am doing everything I can to be nice when I want to blow a gasket. I have pictures dates times of each time I have sent photos since April 21. I have to call every time to find out why, I haven’t received anything yet. Then during the call they still want something new instead of emailing me back what is wrong. I am tired of the cat and mouse game. I send a email wait a few weeks then have to call again and then start the game all over again. I am a disabled veteran and I don’t have the patience or mind set to keep playing their game before I blow up so plz help if you can.

  

  Business Response

  Date: 08/29/2022

  Hello,
  
  We have looked into your complaint we have found your case number ********. We may ask for additional information regarding warranty claims. As stated in 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 show ownership, please resubmit a photo of the product(s) disassembled so that we can see the full length of each product (damaged screen protectors can remain on the device, if we can clearly see the damage) next to your handwritten name & current date. As communicated on 7/26/2022.
  
  -Otterbox