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:08/30/2024

  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.

  My case number is ********. They approved my photos that it was an otterbox product as seen on the pics. They owe me for a replacement of the case/holster as well as the screen protector. They told me that they were going to shipped it out but I waited three days did not received a confirmation so I called now they saying that I had to sent more pics for the third time father they approved it. It really doesnt make any sense at all. Their customer service is horrible and doesnt know what they are doing. All I want is my products that I order under warranty. They are giving me a hard time. When the warranty claim that they will give you a replacement once approved. This is sad and pathetic. I think the whole staff needs training.

  

  Business Response

  Date: 09/01/2024

  Hello,

  After reviewing your case 10418936 and reading the notes left, you were emailed about your warranty and your order was placed on 8.30.24 with order number 0623420635. If you need further assistance with your order please give our CS Team a call at **************, or reach out to us via chat, and we are happy to help with this!

  ~OtterBox

  Customer Answer

  Date: 09/01/2024

  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:08/19/2024

  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 Otterbox Defender series case for a new ******* Galaxy smartphone in January, 2021. I paid $59 for it from Amazon. It has a lifetime warranty. The rubber part of the case cracked and fell apart. Both of the port covers fell off. One corner of the case fell off. It's cracked all over and barely stays on the phone anymore. I filled out a form on the Otterbox website requesting a warranty replacement. The reply from the company said technology changes fast and they no longer make that case for my phone and they don't have any left to send for a warranty replacement. My Galaxy Xcover Pro is a ruggedized phone with a replaceable battery and is designed for a long service life. Mine is 3-1/2 years old and still works fine. I had to order a second replacement case from Amazon for $42. I contacted Otterbox and asked if they would reimburse me because they would not honor their lifetime warrany. They repled saying no, they won't reimburse me. I don't think the Otterbox company should be able to claim their products have a lifetime warranty when they aren't capable of honoring that warranty.

  

  Business Response

  Date: 08/20/2024

  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. 
   
  -OtterBox

• Initial Complaint

  Date:07/29/2024

  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 bought the screen protector for the iPhone 15 Pro *** and it cracked. Otterbox will not allow me to process a warranty request online for this item for some weird reason and I called in on the 26th and the 29th and heavy time. The whole time is like 37 minutes. That is totally unacceptable. I dont have time to stay on hold for 37 minutes. Its disrespectful of my time for otterbox to not let me process a warranty request online and force me to call in and wait on a hold for 37 minutes. Im not going to do that. That is disrespectful to treat customers this way. I bought my screen protector on Otterbox.com.

  

  Business Response

  Date: 07/30/2024

  Hello. 
  
  In order to place a warranty claim, you must contact customer service. We can assist you via our chat services, or by calling in during our business hours. Please note that we may be experiencing higher than usual service levels. In order to proceed, you must contact us to have a warranty claim started. 
  
  -OtterBox

  Customer Answer

  Date: 07/30/2024

  Complaint: 22061382
  
  I am rejecting this response because: I want to be able to place these warranty claims online without having to call in and deal with long hold times.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/31/2024

  Hello,
  
  In order to file a warranty claim you must call our **************** team during our normal business hours. We are currently unable to have your selected product available for our self service options. We are experiencing higher than anticipated service levels and do need you to file a warranty claim via phone.
  
  -OtterBox

  Customer Answer

  Date: 08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and I'm tired of arguing with Otterbox.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/18/2024

  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 am filing a complaint against OtterBox due to their complete lack of response to my issue. Three months ago, I contacted their support team and promptly responded to their initial email. Despite numerous follow-up attempts, I have been entirely ignored.
  
  I am experiencing a significant problem with my OtterBox product, and their prolonged silence is both frustrating and disappointing. This situation has severely shaken my confidence in their brand and customer service.
  
  I seek immediate intervention from the BBB to address this unresolved issue and ensure that OtterBox takes appropriate action.

  

  Business Response

  Date: 07/19/2024

  Hello,

  OtterBox can see that you have a warranty claim started with case number 10054308. In order assist you best with your warranty claim please allow 48 business hours for the customer service department to reply to your email you sent on the 17th or you can give our CS Team a call at 1-855-688-7269, or reach out to us via chat, and we are happy to help with this!

  ~OtterBox

• Initial Complaint

  Date:07/11/2024

  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.

  order date 10/23 order number ********. This case is less then a year old. It was replaced with the wrong case. This case fell apart with cracking every where and screen protector broke as well and the accessories have fallen apart. They replaced it with a wrong case. I don't have the screen protector any more my sons school tossed it because they were afraid it would cut him. A few days ago the replacement iPad case broke. And also caused the iPad to break. So I called in and they told me since I needed a full body cases I need to pay for one. My thing is why would they not just charge me for the price difference. Being that my original order was placed less then a year ago. This company cases are a rip off. I should have gotten if for an up charge. Being that I spend 145 and have nothing to show for it. And they said they protect the iPad and they don't. My son depends on this iPad because he is special needs. And the cases keep failing apart and not protecting the iPad. This is the second iPad that I can on otter box on it and it fell apart and the I pad broke thank goodness I had apple care. I am asking for a refund for the iPad case I just bought

  

  Business Response

  Date: 07/11/2024

  Hello,

  We will not be able to provide compensation for your device. We can cover device manufacturing defects on our products. However, if a product defect does arise, we can replace the OtterBox Product. Failure to notify Otter Products directly about the manufacturer defect does not constitute repair or reimbursement for device damage. We have no record of contact directly to Otter Products from the information you have provided. The Limitation of Liability clause of our warranty statement does state, "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 ******************** 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)." This would be treated as negligence, as we have no prior contact, to a known manufacturing defect and we cannot cover the cost of repair, nor reimbursement for a new device.  

  If you are wanting a refund for your most recent order with OtterBox please give our CS Team a call at **************, or reach out to us via chat, and we are happy to help set up a return for your order. 

  ~OtterBox

  Customer Answer

  Date: 07/11/2024

  Complaint: 21973006
  
  I am rejecting this response because: i am not asking for rhe ipad to get fixed. I am asking you to replace the whole original ipad. And becuae my son got cut i dont have the parts to take picture. Aqnd the teacher threw them out. And please dont say get them from the school. School is closed for summer 149 dollars down here he drain

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

  

  Business Response

  Date: 07/12/2024

  Hello,

  We are unable to provide any compensation for damage in your device. In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty statement, "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 ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS," 
  
  If you are needing a refund on a current order bought from OtterBox.com within the last 30days or need assistance with a warranty please give our CS Team a call at **************, or reach out to us via chat, and we are happy to help with this! 

  ~Otterbox

  Customer Answer

  Date: 07/12/2024

  Complaint: 21973006
  
  so once again, I am not asking for conversation of my iPad. It is already paid for and fixed. I got it fixed yesterday but I want you guys to do is for me my $159 that I spend in October for the iPad that broke into pieces, and broke into pieces and the screen protector broke into pieces. You guys keep saying the same thing I am not asking for you guys to replace the iPad. I never asked and my order goes to get my money back as well. I also want you guys to put in your disclaimer that these cases are not made for special needs kids this is the second s***** case that you guys told me that broke in a few months Im asking for my money back for what I paid for. I am not asking for my iPad to be fixed which is paid for and fixed. Its just beyond me that you guys sell these s***** a** cases and dont stand your product to me is a big problem big problem. your product is nothing but junk and I will never ever ever buy a product from you guys again once again Im asking for a refund of $149 that I paid in October. I am not asking once again for my iPad to be fixed because its on me it is already been fixed and you need  need to know that your products are not worth the plastic that you make them on and
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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 loyal OtterBox customer for about twelve (12) years and have never been treated so poorly in securing replacements under the OtterBox warranty. It has been a total hassle.

  

  Business Response

  Date: 07/10/2024

  Hello,

  Were so sorry to hear about the trouble with your product! Per our last email conversation with you in case ******** Please give our CS Team a call at **************, and we are happy to help with this! 

  ~OtterBox

  Customer Answer

  Date: 07/10/2024

  Complaint: 21965139
  
  I am rejecting this response because OtterBox is not taking real measurements to resolve and only placing me into the same customer service general prompt.
  
  Regards,
  
  *****************

  

  Business Response

  Date: 07/11/2024

  Hello,

  In order to assist you further with your warranty you will need to contact OtterBox ***************** ******** Please give our CS Team a call at **************, and we are happy to help with this! 

  ~OtterBox

  Customer Answer

  Date: 07/11/2024

  Complaint: 21965139
  
  I am rejecting this response because: I HAVE TRIED MULTIPLE TIMES. CUSTOMER SERVICE IS LIMITED TO RESOLVE ANY REAL ISSUE. I ALSO RESUBMITTED NEW IMAGE OF ALL DAMAGED ITEMS AND HAVE NOT HEARD BACK.

  OTTERBOX HAS REFUSED TO PROVIDE MANAGEMENT CONTACT INFORMATION TO WORK OUT OUR WARRANTY CLAIM. HERE OTTERBOX ONLY PROVIDES A DEAD-ENDED PROCESS TO CONTACT CUSTOMER SERVICE, WHOM DO NOT MAKE THE REAL FINAL DECISIONS.

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

• Initial Complaint

  Date:07/08/2024

  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.

  At 4:25PM PST on July 2nd, I order an Otterbox phone case for my phone, and was promised the case in 2-3 days with 2-day shipping by ****** Please note, Otterbox chose to use ***** as their shipping partner for 2-day shipping. Instead of receiving my case in 2-3 days, now it is expected on July 8th which is 5-6 days, so I no longer need the case because they cannot get it to me on time as promised. I contacted Otterbox to return the phone and they require that I pay to ship it back, after they and/or their shipping partner messed up. They sent an email with a prepaid shipping slip and wrote that they will deduct $5 from my refund for shipping costs. These people are basically stealing my money after they or their shipping partner failed to perform as promised by Otterbox. They committed to deliver my case in 2-3 days and that time has been doubled. Otterbox has put their head in the sand and lied to me, by saying "We strive to provide the best customer service possible." over internet chat; no, the right thing to do is for them to refund my entire $54.91 I paid because again this was their mistake or the mistake of their shipping partner. I asked for them to contact ***** to turn the package around as only the Shipper can do that, and they refused, instead they want to keep my $5. I believe that these people are thieves and they refuse to be accountable for problems on their end. The resolution I want is for these people to refund my entire purchase price of $54.91. On top of that, they have greatly inconvenienced me over multiple days and don't seem to care; I told them that I was going to the BBB and they later sent an email saying that they'll take $5 from my refund.

  

  Business Response

  Date: 07/08/2024

  Hello,
  
  Our shipping timeframe is 2-3 business days, and the 4th of July is a federally recognized holiday, we are still within the expected shipping timeframe for your package. According to our records, we are not charging our typical return shipping and handling fee as **************** has removed that fee from your return order 0050636391.
  
  -OtterBox

  Customer Answer

  Date: 07/08/2024

  Complaint: 21951011
  
  I am rejecting this response because:

  They promised 2-3 days shipping whether or not it was during the July 4th week.  They just make excuses for trying to steal from customers.  They have greatly wasted my time and now I'm sitting at home waiting to reject the package, when I should be out eating lunch with my kids.  These people are abusive of others.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 07/08/2024

  These horrible people have stolen time from me with my kids.  ***** reported that I would receive the package by 11:50AM PST today, so I put a sign on the door and have been sitting just feet away waiting to reject the package.  They are now 15 minutes late, so they updated their ETA and say that the package will be delivered by 8 PM.  If I leave the house and THEIR package gets stolen, then I'm out the money, so I can either live my life and be out money whether the package is stolen or not, or I can sit here and wait and wait and wait so that I'm not screwed financially but my time is stolen like they have tried to steal my money.  These people practice horrible customer service and need to held accountable.

  Customer Answer

  Date: 07/08/2024

  ***** arrived minutes ago to deliver Otterbox's package and I asked for them to return it to Otterbox.  These people basically tried to steal from me after they made a promise to perform, they lied to me about how they strive to provide great service when all they had to do was to tell ***** to turn the package around and Otterbox refused to do so, and they stole time from me and my kids.  I'm convinced that these dishonest people would not contact ***** to turn the shipment around because I'm guessing that a large percentage of people with this same problem just eat it, so Otterbox wins, thereby encouraging their bad behavior.  What horrible business people, who will never get my business again.  I hope the BBB can keep an eye on these cheats/liars.

  

  Business Response

  Date: 07/09/2024

  Hello,

  We do not recommend refusing delivery on a package. Doing so will cause a delay in processing your refund once the package has been returned. As a courtesy, we are not charging you to return your unwanted items. Please contact **************** if you are having issues with your prepaid return label that was emailed to you. 

  -OtterBox

  Customer Answer

  Date: 07/09/2024

  Complaint: 21951011
  
  I am rejecting this response because:

  I'm only rejecting their response because I rejected the package yesterday when ***** arrived around 2PM.  It's too late.  If Otterbox had better customer service, like real customer service that they tried to lie about, then they would have done the right thing earlier.  Due to their poor customer service, I had to waste LOTS of my time and now I have to wait for my refund.  I will never buy another Otterbox product in my life, whether for me, my kids, or anyone else close to me, as they had plenty of opportunities to do right by me, their now former customer.

  I expect my refund ASAP, and will reach out if they abuse me further here.  I never touched the package that ***** tried to deliver, and Otterbox should be able to see that it is headed back their way, so they have a duty to refund my money ASAP.

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

  

  Business Response

  Date: 07/10/2024

  Hello,

  Thank you for letting us know about the refusal of the package, the refund for your item will be processed once it is returned to our DC and can take up to 30days by not using the correct shipping label provided to you in your emails. 

  ~OtterBox

• Initial Complaint

  Date:07/01/2024

  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 ordered a lifeproof FRE CASE on 9/10/23 from Amazon knowing of their 1 year warranty. However, when I was forced to use their warranty they did not have the product in stock. I asked for a temporary replacement case as I paid their premium price to have my phone protected and they refused!

  

  Business Response

  Date: 07/01/2024

  Hello,
  
  According to the LifeProof warranty policy " Any LifeProof 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." As such a warranty order was placed for you on 6/27/24 for an equivalent model of case for your device. Since we have fulfilled your request for warranty, we cannot refund the case you purchased. 

  -OtterBox

• Initial Complaint

  Date:06/04/2024

  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.

  Since 2012 I've spent well over $600 in Otterbox cases, and the first time I try to use a warranty I am denied. Over the last 12 months, I bought three cases from Otterbox ($195 in cases!) and now that I attempt to use the warranty (which customer support assured me was a "lifetime" warranty), I can't because they have discontinued producing that case. Customer support told me "Thank you for your business and please let us know if you have any questions! " but then ignored my replies. No response three weeks later! I would like a replacement OF EQUAL VALUE or a refund OF AT LEAST THE COST OF A CASE OF EQUAL PROTECTION FROM A DIFFERENT COMPANY. I feel manipulated by the company because I wouldn't have bought this case in the first place if I knew they were going to void their own warranty immediately. (Thank you for your time and assistance in this matter.)

  

  Business Response

  Date: 06/04/2024

  Hello,

  According to our records this is not the first contact with us regarding a warranty claim. We do have cases available for your ******* Galaxy Note 20 Ultra 5G, however, you must work with our **************** team in order to proceed with your claim. Please note, according to our warranty policy that, "Otter will make every effort to replace OtterBox Products or discontinued products but cannot guarantee their availability for replacement. Any OtterBox 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." Based on this policy we can replace your case for a product available for the same device, but we cannot guarantee the product you are trying to replace is available for warranty. 
  
  -OtterBox

• Initial Complaint

  Date:05/29/2024

  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 has my funds but I have no product. I initiated a warranty claim through the business' website on 5/2024 seeking replacement for a damaged iPhone 15 Pro Defender Series case. The online customer service representative was extremely helpful and and guided me through process of adding the warranty item to my cart and instructed that in ***** I would receive shipping and tracking information sent to my email. I paid via ApplePay the associated shipping fee of $10.79. I have since not received any confirmation of the order, no order number, no shipping or tracking information. Upon contacting Otterbox customer service for a second time, I was instructed to send photos of my damaged product with my name and the current date via email. No response has been provided. To resolve issue, I would like Otterbox to either complete the warranty claim process immediately by sending SKU: 77-92539.

  

  Business Response

  Date: 05/29/2024

  Hello,

  We appreciate that warranty claims can be a new process for some, but it's important to note that OtterBox has been offering this service for many years. As part of our commitment to quality, we may require additional information about the product being claimed at any time. We believe this is a necessary step to ensure that we provide the best possible service and support to our valued customers. 
  
  We reserve the right and 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. Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim. Review of your photos can take up to 72 business hours.

  ~OtterBox