Complaints
This profile includes complaints for Otter Products's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 154 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/18/2025
Type:Service or Repair IssuesStatus: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 Defender Pro several years ago with a new iPhone 14 Pro. I have never dropped the phone yet when I took the case off the other day It was clear the plastic inner case chipped my phones color coating all around the screen. This is clearly damage the case did because of the lack of soft lining inside the hard case. The case is in perfect condition but now my phones value is substantially less. I was told by otter box that they would replace the case as if I would want to use the same product that damaged my phone. This is a company that does not care about its customers or **********************, takes no responsibility even though they are clearly liable for damages occurred during the proper use of their product. After reading these claims it is clear this company should be shut down and so should the BBB.Business Response
Date: 02/20/2025
Hello,
According to the Limitation of Liability section of our Warranty Statement, " WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** 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." We are unable to offer or provide any costs of replacement or repair to your device or cover any theoretical loss of value.
-OtterBoxInitial Complaint
Date:02/16/2025
Type:Product IssuesStatus: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 sent in a warranty request for a replacement for a phone cover and was rejected because they said my picture of my phone cover was not real. Thats false, I sent in a picture of the phone in my hand showing the cracked phone cover but they still refused to honor my warranty claim.Business Response
Date: 02/20/2025
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." We received a photo of a printed photograph of a device. We need a photo of the full case with a handwritten date next to the product that has not been altered. Failure to provide the required information has led us to deny your warranty claim.
-OtterBoxCustomer Answer
Date: 02/20/2025
Complaint: 22949590
I am rejecting this response because:
i did send in a legitimate picture
Regards,
******* ******Business Response
Date: 02/21/2025
Hello,
As previously stated, "We are unable to cover the cost of repair or theoretical loss in value" for your device. According to our Limitation of Liability section of our Warranty Statement, "CUSTOMER UNDERSTANDS AND AGREES THAT ******************** 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." We are unable to reimburse or refund you for any costs associated with your device damage.
-OtterBoxBusiness Response
Date: 02/21/2025
Hello *****!
I had mistakenly responded to the wrong customer in this claim. Is there a way for us to edit or re-respond to the customer? I do apologize about the misunderstanding
-OtterBox *******Business Response
Date: 02/21/2025
Hello,
This is a photograph of a printed photograph that was submitted. We do not accept photographs that contain: digitally altered images, photographs of prints of our products, lack of the full length of the product. Due to this, we have canceled your warranty claim.
-OtterBoxInitial Complaint
Date:02/09/2025
Type:Service or Repair IssuesStatus: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.
Ive tried on February 3, 2025 as well as today, February 9, 2025 to submit a warranty claim for an OtterBox defender Pro iPhone *************************************** attempting to speak to staff as well as utilize their failed online website with numerous errors, Ive reasonably that the warranty claim process for Otter Products Is a fraud. Theyve asked me to submit multiple photos and not accepted my information nor my warranty claim today. If thats behind the product nor provided prompt service. Ill be filing an *** claim regarding this process and this company Due to persistent website issues, and their new claims process which appears to reject any claim made even with ballot purchase information. Their automated system does not work.Ive asked for Warranty replacement of their product purchased November 27, 2021. The website will not take that claim. The will not take any sort of action with regard to open and past support request. This company should improve their warranty claim process website as well as their customer service process. In the past four days, *** tried and could not submit that claim. They should take the claim without delay and issue a full refund of any future shipping costs for this warranty claim.Again, I am asking for replacement of these case per their lifetime warranty without additional cost or delay.Business Response
Date: 02/20/2025
Hello,
As per 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." Failure to provide the required information to proceed with your warranty claim will lead in a denial of service.
-OtterBoxCustomer Answer
Date: 03/03/2025
The information was not originally received by OtterBox due to their customer service handling. There was a staff member that finally was able to successfully receive the claim, outside of the broken .
However, the company's response is incomplete and not accurate. They did not deny the claim. They failed to originally accept it, repeatedly. The company has not adequately address this issue, and I am asking that they improve their claims processing and requesting this BBB complaint is reopened and that Otter Products address this unresolved complaint. This remains a breakdown of their company's response and handling of warranty claims, not their rejection of claims. This again makes it hard for the customer to actually believe their sales claims as well as standing behind such warranties.
Sincerely,**** ****
Business Response
Date: 03/04/2025
Hello,
According to a conversation with our representative on 2/10/2024, you stated that you were unwilling to submit another photograph in the proper format in order to proceed with your claim. Upon reviewing your chat with us on 2/11/2025 the photo provided within the chat did not have the current date as we require. Failure to respond to our emails requesting a photo of your case with the current date has led us to deny your warranty claim. We have denied your claim for being unable/unwilling to provide sufficient information for us to proceed with your warranty claim. You may submit another warranty claim with updated information, however we have closed your case.
- OtterBoxCustomer Answer
Date: 03/07/2025
Complaint: 22919395
I am rejecting this response because:
I have tried to highlight the issue surrounding this complaint and failure of the warranty claim process. This answer by the company was rejected and the business process was not acknowledged.The request on February 9th was stale and required multiple attempts to address with OtterBox.
This warranty claim was not accepted on February 9th. They accepted the same image on the order details provided on February 10th. Their previous response was incomplete and false. They made i
They made it nearly impossible to submit the claim. No acknowledgement of the issue has shown here in their responses to the BBB dispute.
Regards,
**** ****Business Response
Date: 03/11/2025
Hello!
There are no records of us approving your claim. Once again we have denied your request for warranty to submit a proper photo with the current date, handwritten, on a piece of paper, next to the full length of the product. As per our warranty statement in the Warranty Claims 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." Since you have sent in your photograph on 2/11/25 and refused to provide us updated information necessary to complete your warranty claim, we have denied your request for warranty.
-OtterBoxCustomer Answer
Date: 03/12/2025
Complaint: 22919395
I am rejecting this response because:
The company's statement is false, with documented proof as attached. The accepted the claim on February 10th. It was because of the processes that this complaint has been opened and challenged due to the inconsistency and company breakdown of documentation, customer service, and ultimately accountability. This complaint is not resolved.I sent the image on 9 February 2025, you received the image on chat Feburary 11th due to company failure and a breakdown customer service processes.
"There are no records of us approving your claim. Once again we have denied your request for warranty to submit a proper photo with the current date, handwritten, on a piece of paper, next to the full length of the product. As per our warranty statement in the Warranty Claims 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." Since you have sent in your photograph on 2/11/25 and refused to provide us updated information necessary to complete your warranty claim, we have denied your request for warranty."
I have shown the proof of the warranty claim being processed and multiple pieces of documentation to show your policy is inconsistent. I am asking for ownership by OtterBox that this issue could have been handled better and that the automated systems the company is using to process said valid warranty claims be reviewed and improved.
Regards,
**** ****Initial Complaint
Date:01/06/2025
Type:Service or Repair IssuesStatus: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 trying to submit a warranty claim for a defective product that is within warranty, and I have been sent a link for the wrong replacement product six times. When I have tried to use the chat feature, most times it prompts me to call customer service. When I call, it states that there is a 70-minute wait time. Both times I called I was either disconnected after thirty minutes or sent a text to chat with an agent. I have reached an agent twice, both of which times they told me to "call customer service" (after sending me the wrong product link twice more. The product replacement I need is currently being sold on the Otterbox ****** store. When I asked if I could have a coupon code to repurchase my product I was given a generic response about how **************** with Otterbox to make our products more visible." I have tried repeatedly to contact customer service via email and the link on the web page, and each time a representative sends me the wrong product link. With 70-minute hold times that link you back to chat and the chat agents saying to call customer service, I don't know what further to do. I have never had a bad experience with Otterbox, but this is unheard of. If I could have a code to purchase my replacement on their Amazon store, I would appreciate it. I have repeatedly sent them the link, then I never hear back. The product was purchased from ************************** and they found the information. I would simply like the product that I purchased since they still are selling it online.Business Response
Date: 01/06/2025
Hello,
We have found multiple attempts for inquire through email and also one that has one response only. In order to best assist you, please give our CS Team a call at ************** M-F 8AM-5PM. We understand there could be a higher than normal wait time due to the holidays, but the wait times for customer to get through have been pretty short recently.
~OtterBox
Customer Answer
Date: 01/06/2025
Complaint: 22775513
I am rejecting this response because:The response from the business contains inaccurate information. I have received six responses with the link to the wrong product for my warranty replacement. I also reject this because, again I am being advised to call customer service. Every time I have done this I have either been disconnected after having been on hold for thirty minutes or automatically redirected to a chat option where the automated voice system (while you are on hold) sends a link to the chat option. Twice now after speaking to a representative via chat, I am told each time to call customer service. But I cannot ever get through to customer service on the phone. I have all the emails saved with all the responses. The agents send me the wrong link and then I never hear back. I cannot call customer service without being disconnected or rerouted to chat and the chat agents tell me to call customer service. I reject this response for the above reasons. Thank you.
Regards,
******** *****Business Response
Date: 01/07/2025
Hello,
In order to process a warranty claim, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at *************************************************************************. 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.
~OtterBoxCustomer Answer
Date: 01/07/2025
Complaint: 22775513
I am rejecting this response because:They obviously did not read the complaint. The entire issue is that we cannot get through to the customer service via phone. The wait times have been over an hour, and after a half hour, the call is either disconnected on their end or rerouted via the voice prompt to send a chat link. When reaching an agent via chat, they tell you to call customer service. When as a last resort I reach out via the Better Business Bureau, they again tell me to call customer service. We cannot reach customer service--that is the whole point of the complaint and this is not a resolution. Your customers are treated as a nuisance and you don't even read the complaint.
Regards,
******** *****Initial Complaint
Date:12/27/2024
Type:Service or Repair IssuesStatus: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 sent back items for order ******** on 10/12 via a label provided by Otterbox (**************************). The items arrived back to Otterbox on 10/17 (see tracking via ****** Otterbox didnt immediately process the refund so I waited 14 days and contacted. I was told the refund would be processed within 30 days on or before 11/22. I waited and on 11/22 the refund didnt arrive. I again contacted Otterbox, who said they released the refund, which would have been through ****** but I never received. I contacted ******, who said there was no release of money to them. I contacted Otterbox again and was told the refund was approved and processed. Still no refund. I tried a ****** claim, which was denied and contacting Otterbox again. Still no refund. Now I have no items and no refund. I would request the ACTUAL processing of the refund to me either through check or direct through ******. I would also like store credit in the value of $100 for the ridiculous amount of work I have had to do to get this handled.Business Response
Date: 12/27/2024
Hello,
After researching the refund in question, we have confirmed that the order was refunded 12.19.2024. The funds will go back to the banking establishment they started from for the purchase. There is no other compensation available as the refund is completed on OtterBox's side.
~Otterbox
Initial Complaint
Date:12/01/2024
Type:Service or Repair IssuesStatus: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 case for my iPhone 16 Pro Max. The case comes with a holster, plus I ordered a couple of spares, since the holster is prone to breaking. My phone is not held well by the holster, and tends to fall out and crash to the ground, without being physically bumped. The last time this happened was 5 minutes ago. Either the holster was manufactured wrong, or more likely the design hasnt changed for years, but the cases have. I provided a picture of the case and the holster, which will tell them nothing about how well they fit together. However they just closed my warranty case, without resolving the problem. I have been an OtterBox customer for probably at least 10 years, but not any longer.Business Response
Date: 12/02/2024
Hello,
Upon reviewing the information you provided in case number 10751106 did not include all the required information in order to proceed with your warranty claim. After multiple attempts of requesting a photo of your damaged product with a handwritten date on a piece of paper, we have declined your claim. Our warranty claim process states, "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." Since we could not validate your claim with all required information, your claim has been denied.
- OtterBoxCustomer Answer
Date: 12/02/2024
Complaint: 22624679
I am rejecting this response because:I provided the attached photo #1 numerous times. I think that the goal of the exercise is to prove that I have one of their cases. Since I bought the case and holster directly from OtterBox, that shouldnt be a question, but they kept asking, and I kept sending it.
If the goal of the pictures is to show the phone falling out of the holster, a picture of the two parts separated does nothing to help diagnose this problem.
The bottom line is that there is a fit problem between the Holster and the phone case. I even sent them a picture showing the gaps, and they completely ignored that, see Photo #2.
It is my guess that they have been using the same holster design and sizing for years, without adjusting it for the different case sizes, and this has finally caught up with them.
Be that as it may, I cannot rely on their holster to hold my phone in their case, without spontaneously falling out, usually crashing to the floor.
This is a problem that OtterBox needs to take ownership of, and fix it.
Regards,
***** ******Business Response
Date: 12/04/2024
Hello,
We have declined your warranty request due to failing to provide the required information to proceed with your warranty claim. If you would like to process a new warranty claim, please contact our **************** team during our normal business hours.
-OtterBoxCustomer Answer
Date: 12/04/2024
Complaint: 22624679
I am rejecting this response because:I started this dialog with OtterBox long ago. I have provided everything asked for in this correspondence, and by email. This is just an attempt to kick the can down the road, and a chance to provide the same information over and over again.
Note that we are talking about a holster here, not the Crown Jewels. Plus I am not convinced that the warranty process is the correct way to proceed. If the holster is not sized correctly, sending me another one wont fix the problem. I think there is a design flaw that needs to be addressed, so OtterBox needs to step up to the plate.
Regards,
***** ******Customer Answer
Date: 12/06/2024
There seems to be some concern on the part of OtterBox about the provenance of my case and holster. I dont know why that is, since I bought them directly from them. Attached is a copy of the order confirmation from OtterBox, plus a picture of the box the case came in, plus a picture of the bag that they sent me which held the case and holster.
One thing I am trying to avoid is to start over with OtterBox. I have no confidence that the results will be any different the next time around. As ****** ******** famously said The definition of insanity is doing the same thing over and over again and expecting different results. OtterBox has all of the information they need to sort this out.
Another thing I would like to avoid is for them to just send me another holster, and call it a day. My contention is that this is a design problem, so any replacement holster would have the same problem. I would like them to look at the fit a little closer, and try and figure out the root cause. I dont think OtterBox has changed their holster design for years, but as the phone and case sizes change, so does the fit. I cant find any part numbers on the holster to prove my suspicion. Be that as it may, I dont understand OtterBoxs intransigence. It seems to me they might want to know about a problem so they can address it.
I would appreciate any help you could give me to bring this problem to resolution. Thank you.
Initial Complaint
Date:11/20/2024
Type:Service or Repair IssuesStatus: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 Fre case for my iphone 14 pro for $100. I went to claim my warranty and the only options are cases of a much lesser value. I was told by Otterbox representatives that my Fre case would eventually come back in stock for me to claim my warranty, and I would have to accept the lesser value case(Defender series). After using the defender case for a few months, it has already broken from casual wear and tear. Otterbox still does not have my Fre case to claim for warranty, and I will no longer accept a lesser case. I want a refund ,because the Fre case is the only case I will use from Otterbox.Business Response
Date: 11/21/2024
Hello,
We are unable to fulfil the request of a refund as we have fulfilled your warranty request. Under our Sole and Exclusive remedy, "Otter will, in its discretion, 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 may not be of like kind (depending on availability)." Since your original product was discontinued, we substituted your product with the closest available product. We are not able to fulfil a refund request due to the availability of your original product due to replacing with the closest available product.
- OtterBoxCustomer Answer
Date: 12/16/2024
I originally bought a Fre case for my iphone 14 pro. You did not have this case in stock when I wanted to claim my warranty. I was given a case that is NOT similar to the original case I ordered, and I was told my Fre case would come back in stock. I am now being told by your employees that my FRE case is discontinued. I would like a full refund as my warranty was never properly fulfilled. Please give me my refund and stop wasting my timeBusiness Response
Date: 12/16/2024
Hello,
According to our Limited Warranty, "Otter will make every effort to replace OtterBox product or discontinued products but cannot guarantee their availability for replacement." Since we no longer have your FRE Series case available for warranty, as it has been discontinued, we have replaced that with our Defender Series case which is stated under our Limited Warranty as " 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 may not be of like kind (depending on availability)." The substitute equivalent would be a Defender Series case. We will not be able to provide a refund due to these factors.
-OtterBoxCustomer Answer
Date: 12/17/2024
Complaint: 22584843
I am rejecting this response because:I do not want the defender case as it is not similar to my original case. The *** case keeps water and dirt out of my phone and keeps the phone fully enclosed. The defender case you are trying to give me is not even fully enclosed and does not do the functions that I NEED from a case, since I work in construction. I am not accepting the defender case and this will not be resolved until I receive a full refund.
Regards,
***** ******Initial Complaint
Date:11/13/2024
Type:Product IssuesStatus: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 did with the *** already. Cant upload it here again. Why cant you obtain the photos from last ***. I was told Im all set cause shes resending items. The photos I have are from September during the conversation. Do you want thoose photos again. If so I need an email cause k cant upload them in this ***ly Please get me a manager. They wont do ***************** dispute me sending multiple photos of current date. I cant send new photos with different date every single time which is inconvenient please have otter box find the original photo and tell me whats wrong with it.Business Response
Date: 11/14/2024
Hello,
In order to process a warranty claim, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at *************************************************************************. 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.
-OtterBoxCustomer Answer
Date: 11/14/2024
Complaint: 22549798
I am rejecting this response because:
I did that already. ***** Look What do you see about my case so far?
Regards,
Tynisha PagCustomer Answer
Date: 11/14/2024
I sent photos of the items that need to be replaced multiple times. Where are thoose photos that I sent?Business Response
Date: 11/22/2024
Hello,
Under case number 10620655 we have found your images to be digitally altered photos. This includes an image of an image on another device. As these are digitally altered images, we have denied your request for warranty. This does violate our terms and conditions for our warranty and we are unable to proceed with your claim.
-OtterBoxCustomer Answer
Date: 11/23/2024
Complaint: 22549798
I am rejecting this response because:this is an absolute lie. I send pictures with a sticky note of the date and they know it. Lying is absolutely lazy and unprofessional.
Regards,
Tynisha PagInitial Complaint
Date:11/11/2024
Type:Service or Repair IssuesStatus: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.
Date: November 23, 2021 Purchased OtterBox Symmetry case for ******* Galaxy Note 20. Case is cracking in various places not due to customer wear and tear. Falls withing product defects. Contacted OtterBox and they advised they would not honor the warranty as they "stopped making the product" yet they sell it regularly on their store page on ******. Asked for a replacement through this and was denied.They offered a 40% discount on a new case, for a phone I don't own. They again refused to assist, despite clearly providing a 7 year "lifetime" warranty. This is only 3 years old.Business Response
Date: 11/12/2024
Hello,
Per the Limited Lifetime Warranty. Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, Otter) warrants its products (collectively, the Products) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otters quality controls, unless otherwise prohibited by law.
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. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.Regarding the product you have seen on the Amazon site, that is not inventory that we have access to as that belongs to ****** for their online store.
~OtterBox
Customer Answer
Date: 11/27/2024
On Fri, Nov 22, 2024 at 10:06 PM TheOriginalXplice <****************************> wrote:
I did not receive the update to this message. When I was emailed, it only showed the original complaint. I am only now finding out the business responded and, in their response, they admitted fault. I want this reopened as it was not answered to my satisfaction.Business Response
Date: 11/28/2024
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. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.
~OtterBox
Customer Answer
Date: 12/10/2024
Complaint: 22542841
I am rejecting this response because:You provided me a warranty on the product I purchased. Replacing it with a case for a different phone is giving me a different product. You guaranteed my purchase for a set period of 7 years and are now claiming you could, in theory, release an item, stop selling it in any period of time to include 15 minutes, then force me to accept a completely different item by falsely claiming you do not have access to the stock anymore.
Your warranty guarantees replacement of the item I purchased. You are responsible for replacing the item I purchased, not another item for another device. You are either responsible for this specific replacement or for the monetary value of same. You are failing to honor said warranty as the definition of replacement does not include providing a completely useless alternative.
Regards,
***** ******Initial Complaint
Date:10/29/2024
Type:Service or Repair IssuesStatus: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.
**** warranty? False advertising? Fake warranty?I paid $40 dollars for a case and now that I need warranty I open a warranty issue and the response I got was: ..we no longer have replacements available...In the website it is stated: ..Lifetime of the product, which is seven (7) years....This product came out in 2020.Business Response
Date: 10/30/2024
Hello,
Per the Limited Lifetime Warranty. Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, Otter) warrants its products (collectively, the Products) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otters quality controls, unless otherwise prohibited by law.
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. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.~OtterBox
Customer Answer
Date: 10/30/2024
Complaint: 22486793
I am rejecting this response because:So you have an expressed 7 year warranty that you can guarantee? I don't understand how that works.
I buy the product in part for a lifetime warranty that is not available? Isn't this bait and switch? Isn't this false advertising?
Regards,
******* *****Business Response
Date: 10/30/2024
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. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.
~Otterbox
Customer Answer
Date: 10/30/2024
Complaint: 22486793
I am rejecting this response because:
You offer 7 years, therfore you are responsable of having product for that period. Nowhere have I seen in your warranty that you'll fulfill your obligation as long as you decide to make the product, which is ridiculous.As I understand, this is a bait and switch tactic.
Regards,
******* *****Customer Answer
Date: 11/16/2024
So the BBB agrees with a company which sells a product with a lifetime warranty which only lasts 7 years but doesn't guarantee availability of the product during that period so the warranty is null?
Really?
Otter Products is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.