Complaints

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

close

Find a Location

Otter Products has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Otter Products

  209 S Meldrum St Fort Collins, CO 80521-2603

  
• 

  Lifeproof Cases

  650 Missouri Avenue Jeffesonville, IN 47130

• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  
• 

  Otter Shop

  151 W Mountain Ave Fort Collins, CO 80524-2822

  

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:03/18/2024

  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 filed a warranty claim for a screen protector on March 5 and never received an email confirmation; however, PayPal showed a charge of $10.94. I called on March 13 to check the status, and the lady couldnt figure out what the issue was. She kindly waived the fee, and I was told it would be expedited. I didnt get a shipping confirmation, so I called again on March 15 and was told it would be overnighted and to expect tracking information within ***** minutes. Again, I received nothing. I called back a few hours later and was told it couldnt be overnighted because I didnt pay for it. A manager told me she would get it out immediately that day, and I finally received a tracking number. It is now March 18, and a label has been made; OtterBox still has possession of it. Oh, and theres still a charge on my PayPal. I was lied to by four different people in customer service, and the young man, ****, who I just spoke to is the first one to tell me it was never going to be overnighted and they in fact still have it. He did tell me it would begin moving along today. We shall see After 15 years of owning OtterBoxes, I will never purchase from them again due to their horrible customer service.

  

  Business Response

  Date: 03/19/2024

  Hello,

  All warranty claims will require a small shipping and handling fee. We may also ask for photos of the damaged product, or that damaged products be returned to ** prior to shipping out a replacement. Customers who do not comply with these requests may be denied a warranty replacement. per the multiple warranty cases being claimed. we are asking for photos on items you are asking to be warrantied. Overnight shipping is not an option for a warranty unless you have purchased this option by placing the warranty through our website and the overnight shipping would not start until the item is shipped and left the warehouse facility.

  ~OtterBox
  

• Initial Complaint

  Date:03/04/2024

  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.

  On 4/8/2022, I purchased an Otterbox Defender Pro case for my ****** Pixel 5 phone from Best Buy, an authorized retailer, for a total of $35.54. I paid a premium price for the OtterBox brand due to marketing claims on the packaging stating that the case "outlasts heavy use" and that OtterBox provides a "limited lifetime warranty". Between the purchase date to the time of this complaint, I've used the case under normal use conditions, in clean office and home environments, with charging every 1 or 2 days. At the time of this complaint, the dust cover has since crumbled off and a gap has formed at each of the top corners of the case, allowing dust to accumulate within the case. I reached out to OtterBox to remedy this defect in manufacturing, material, or workmanship within the warranty period and OtterBox claimed to have discontinued the model for my case and no longer had any replacements available, offering a 15% discount on my next purchase instead. OtterBox's "limited lifetime warranty" has a coverage period effective 7 years from the original date of my purchase (4/8/2022) and it is unacceptable to have discontinued the model and not maintained reserve inventory to fulfill valid warranty claims or provided a sufficient alternative, such as a credit to consumers to receive a replacement from an authorized retailer that maintains stock. When I suggested this alternative to OtterBox and mentioned that Amazon, an authorized retailer, carried stock of the discontinued product, they offered a 25% discount on my next purchase through their website instead, which is an insufficient remedy as it would require me to purchase a new phone. OtterBox has therefore not made every effort they claimed they would for discontinued products under the terms of their limited lifetime warranty. Further, the marketing claims are misleading if the dust cover and corners of the case were unable to perform adequately under normal use when they advertised the case outlasts heavy use.

  

  Business Response

  Date: 03/04/2024

  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: 03/04/2024

  Complaint: 21379735
  
  I am rejecting this response because:

  ********** Code, Civil Code - CIV ****** ****** "every manufacturer, distributor, or retailer making express warranties with respect to consumer goods shall fully set forth those warranties in simple and readily understood language". The term "lifetime" used in Otter Products LLC's warranty statement is defined by the ***************************** dictionary as "the duration of the existence of a living being or a thing". Otter Products LLC's choice to discontinue products under active warranty periods should not waive their responsibility to honoring their warranty for the duration of the existence of the product when the consumer is marketed a "lifetime" warranty. As an initial remedy, I would expect Otter Products LLC to more appropriately market their products as having a "limited warranty" where applicable, with the exclusion of "lifetime" so as to not mislead consumers.   

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

  

  Business Response

  Date: 03/06/2024

  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: 03/06/2024

  Complaint: 21379735
  
  I am rejecting this response because:
  

  ********** Code, Civil Code - CIV ****** ****** "every manufacturer, distributor, or retailer making express warranties with respect to consumer goods shall fully set forth those warranties in simple and readily understood language". The term "lifetime" used in Otter Products LLC's warranty statement is defined by the ***************************** dictionary as "the duration of the existence of a living being or a thing". Otter Products LLC's choice to discontinue products under active warranty periods should not waive their responsibility to honoring their warranty for the duration of the existence of the product when the consumer is marketed a "lifetime" warranty. As an initial remedy, I would expect Otter Products LLC to more appropriately market their products as having a "limited warranty" where applicable, with the exclusion of "lifetime" so as to not mislead consumers.   

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

• Initial Complaint

  Date:02/29/2024

  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.

  I have initiated many sales with the company. I am having an unresolved issue concerning a warranty replacement and get no response from phone reprentatives. When even escalated to a supervisor or manager, which I have spoken to "****" on 2/27 as well as "*******" today, 2/28, yet with still no resolution. I have used these products for many years. Porducts being purchased at retail stores such as Best **** ******* Corporate Retail Stores, as well as **** Corporate Retail Stores. Unfortunatly, over the past couple years I have noticed a very big sharp decline in the level of service and performance that the representatives as well as leadership has given. I am presently having an issue with a warranty replacement and have been given conflicting information thru emails as well as with phone agents as well as escalation agents,. It seems also escalation agents have no empowerment to satisfy a customer, in an attempt to come to a reasonable accomodation. I want someone in an executive area within the company, to contact me in an attempt to resolve this issue. I can be reached via phone at ************. The service that has been provided to me in the past year or two and especially with the current issue, IS NOT the level of service that I have been given by Otter in the past. On a personal customers standpoint, the service and the whole interaction with reps and leadership, with lenghty phone calls, with no resolutions, has just gotten WORSE over time. I have contacted OTTER was 15 times since 2/16. No resolution. I want someone to contact me.

  

  Business Response

  Date: 03/01/2024

  Hello,
  
  In case number 09769648 we have fulfilled your warranty request after receiving the requested information for warranty. 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." We have verified your photos in this claim and will be sending out your warranty items once all items are in stock. This can take up to 4 weeks as per our backorder expectations. Due to all items being submitted in one warranty claim, we will send out all items in one warranty order. 
  
  -OtterBox

  Customer Answer

  Date: 03/04/2024

  Complaint: 21362481
  
  I am rejecting this response because:

  I know thats the Better Business Bureau cannot require an individual to contact the consumer, but I am wishing that someone within a higher level of escalation to reach out to me regarding this issue via telephone. I explained whenever that the claim was filed for both a purchase, as well as a warranty claim on the same day that I needed the items as soon as possible. I submitted and furnished the documents as requested, and nothing was mentioned, except in an email on this past Friday, 3/1 stating that items were not in stock, and that the entire order would be shipped when the other items became in stock my question they did not get answered is what if some of the products that are in stock now become out of stock by the time that the in stock items are received back, I would just rather the items that are in stock and go ahead and be shipped also explained that I would like and paid for and was not refusing to pay for expedited shipping I do not care to pay shipping cost for both times. If this is a major issue. In the last correspondence, OtterBox is saying that one of the cords that I submitted was not available. Also a case was not available and they said that they were on back order. It is even in the notes one time when I called in, they would go ahead and ship that other items And leave the iPhone 13 case off of the order and ship it a later time. I am very irritated at the experiences that I have gotten out of otter. This is not the normal process that I have experienced over the years using the auto products I wish someone would contact me directly via phone  Instead of having to communicate through email, because I am going to totally leave bad reviews. If I dont get some satisfaction out of this matter, I totally explained that I had to go out of town on a trip and I wanted the items as soon as possible. .On the same day 2/16 I placed an order for sale as well on the same phone call that I placed this warranty claim if I dont get some resolution, it is going to force me to return the items back to OtterBox because of this whole ordeal with a customer service issue. I can be reached directly at ************. I also can be reached at ************ or ************. 

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

  

  Business Response

  Date: 03/04/2024

  Hello,

  If you would like to speak to someone at OtterBox you may contact customer Support Call ************** Monday - Friday: 8am - 5pm MST . 

  ~OtterBox

  Customer Answer

  Date: 03/15/2024

  The products that were received in the replacement warranty order, some are incorrect products. The order with the sale has an incorrect item in it. 
  

  The service with Otter has totally went downhill in the past couple of years, than the expectations and service that I have had in the past several many years with Otter. I have purchased items directly through Otter as well as purchased items through third-party retailers, such as Best Buy and ******* Corporate Stores. The representatives that you speak to over the phone, if you do ask for a supervisor or manager, they state that have no empowerment to make decisions in regards to any kind of warranty issues. Some Managers or escalation representatives state that they can reach out to the specific warranty department, others state that they do not have access to do as such. I am so tired and exhausted of arguing over this warranty replacement. If Otter is going to stand by their products, and say that they will do these warranty replacements on defective products then thats what a customer is expecting and it is terrible when the company does not meet that customers expectations. At the same time that I placed the warranty replacement order request I also placed a sales sales order, ordering some products directly through Otter. One of the items was incorrect in the shipment, and I have gotten no response from Otter regarding The product that was different than what was ordered. I have complied with request on multiple occasions with emails requesting images when the warranty team would reach out via email which would be a lengthy process. I also advised the customer representatives as well as escalation individuals that I do not mind paying for additional shipping for express shipping when the items are shipped. The issue that is still not resolved is that an item in the original sale is incorrect, as well as part of the warranty replacement is incorrect as well. Again the service with Otter, on a loyal long time customers standpoint, has went downhill. The products are good, but the level of customer service, and the manner of which escalations or the whole customer experience is handled now has went down the drain with the company. 
  If you attempt to try to escalate an issue no one from an executive or escalation level of Otter reaches out to you for a possible solution, to any kind of discrepancies or issues, or to make the customer experience a better one. The only response you get is general sorry response via email or sent back to the BBB. In the past, every time that I would contact the customer service team, they would always be in an uplifting spirit manner, and it would be a friendly conversation. The representatives were always committed and dedicated to the customer and had a personal contact with the customer. Basically meaning that they were down to earth with the customer.. Now, that is not the service that you receive out of Otter. Maybe the policies and procedures have changed the way that they speak to customers and the way that they want to treat customers. I would like this complaint still sent to Otter, in an attempt to voice my personal experience, as well as resolve the order status problem with the sale, as well as the problem with the replacement order for the warranty

  As far as calling in and speaking with a supervisor or manager at the general customer service line , It does no good, because evidently, even if you escalate a manner to a manager or supervisor, they have no empowerment to make decisions, or else you get conflicting information from one representative to another  And, again, that is poor service and misleading a customer and disappointing their expectations out of Otter. I understand that the BBB  cannot dispite a companies, policies or procedures, however, unless its something has changed recently with the policies and procedures with the company, I am just stating that the whole customer experience has been terrible  my issue is still yet to be resolved regarding the warranty replacement as well as the sale. . ***************************;

  

  Business Response

  Date: 03/15/2024

  Hello,
  
  As notated in case number 09769648 we have fulfilled your warranty request after receiving the requested information for warranty. 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." When working with the ****************************** the *************************** can only confirm photos that have been received and cannot make decisions for the ***************************** at any time.  All communication with the ****************************** is done through direct reply in email on your case if you need any further assistance with your warranty. 
  
  ~OtterBox

  Customer Answer

  Date: 03/15/2024

  Complaint: 21362481
  
  I am rejecting this response because:

  The message of the reply did not contain information regarding the sales order. It only contain information regarding warranty.. I have a problem issue with the Purchase order that I made on that day as well as the warranty order that I placed that day. If you cannot handle a complaint for the warranty area, then you should direct this email to someone in the warranty area to respond back in the Better Business Bureau complaint or forward it to the appropriate department for them to reply back to the Better Business Bureau complaint. Also, nothing is mentioned in the reply regarding the problem, an issue that I am having with the purchase that was made on that particular day Once again, there was a warranty replacement order placed, and then, after that the warranty order was placed then I placed an order for a sale of three items which once received one of the items is incorrect. If whomever is responding to these complaints, needs to direct the email from the Better Business Bureau or the complaint from the Better Business Bureau to the appropriate area then it needs to be done and they replied to the Better Business Bureau needs to be done by the warranty team. I am getting no resolution through email when attempting to send emails to that particular department.If someone cannot contact me regarding this, I am going to dispute the charge on my credit card card. I am wasting time and effort, and going back-and-forth with these Better Business Bureau complaints with no resolution

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

• Initial Complaint

  Date:02/27/2024

  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 made a warranty claims for my defective otterbox case on 2/13/2024, they requested pictures of the defective part, which I did. I was told the warranty covered color for color and product for product, so I was told to select the case in question, my case I purchased was no longer available on their website so I chose a similar case and same price. I made this clear during the process by email to the warranty dept. I received two emails stating the case I chose to as approved and to look out for a email with the tracking information, once I received the confirmation email with the tracking number the case was changed to a all black case, which I responded my case is not black only the inside is black and if I cannot receive the same case or the alternative case that I chose then they can process my refund and cancel the warranty order. I received an email from jocelynn, the warranty manager and she stated the claim will be cancel and my refund will be processed unless I sent in additional pictures, I responded for the 3rd time to cancel the order and to process my refund, Jocelynn responded with they already processed the order and I will be receiving a black case. First and foremost if the agreement states the warranty is color for color why isn’t my replacement the same color? Secondly, if I was told to send in additional pictures OR the order would be canceled and I refused to send in additional pictures why was my order still processed? Thirdly, why tell me I have the option to get a refund but then I don’t hear back once I request my refund 3 times? This is fraud and horrible customer service…. See attached documents where jocelynn stated my order could be cancelled and also see the email where I was told the case Product Name: ****** ** Figura Series Case with MagSafe was being processed and delivered but it was not.

  

  Business Response

  Date: 02/28/2024

  Hello, 
  
  According to our warranty statement, "Otter will make every effort to replace OtterBox Private Collection and Limited Edition/Specialty Products or discontinued products but cannot guarantee their availability for replacement." As such, we have went ahead and processed your warranty claim for the next closest case available. We will not be able to process a refund as that was never promised nor mentioned in our emails to you. We have went ahead and replaced your case with the closest available product that we verified in your photos. 
  
  -OtterBox

  Customer Answer

  Date: 02/28/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: my case is leopard print so please explain how a black case is similar. Secondly Jocelynn stated in the email I attached that the order can not be completed until I send additional pictures, which I didn’t, so are you staying you were planning on keeping my money and not fulfilling the order? Either way that’s fraud so please elaborate more how otterbox scams their customers. 
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/28/2024

  Hello, 
  
  The Leopard Print case you have requested is a part of our Limited and Private collection series and has been discontinued. Since we have received photos of a black Symmetry Series Case, we have fulfilled the order for a black Symmetry Series case. Since we have fulfilled your warranty with the closest available product, Symmetry Series in Black, we cannot refund your shipping and handling for your order. As per our Warranty Statement, Otter will "replace the Product with a Product that is the same or of a similar style to the Product customer returned to Otter under this Limited Warranty or a substitute equivalent to customer’s original purchased Product that may not be of like kind (depending on availability). Otter will make every effort to replace OtterBox Private Collection and Limited Edition/Specialty Products or discontinued products but cannot guarantee their availability for replacement. Any OtterBox Private Collection and Limited Edition/Specialty Products or 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. Replacement with the same color cannot be guaranteed."

  -OtterBox

  Customer Answer

  Date: 02/28/2024

  Complaint: ********
  
  
  
  I am rejecting this response because I sent pictures of the INSIDE OF MY LEOPARD CASE WHICH HAPPENS TO BE BLACK, you never seen the outside of the case and when Jocelyn requested the pictures she stated “send the pictures OR your order will be canceled”… If the last communication from your company was that my order cannot be processed if I do not send in additional pictures and I did not send in the additional pictures why was my order processed? Are you stating that Jocelyn had no intentions on refunding my money and not fulfilling my order? You keep refusing to answer this question!!! :
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/20/2024

  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 have bought 2 defender XT cases, both in which broke merely a few weeks after purchased and OtterBox will not return emails or answer their phones when I call in for a resolution. Their online warranty claim site doesn't not allow for you to make a exchange on this phone case, which I paid $70 for through Amazon. It's a design flaw in the hinge and I'd like to have a refund or a choice of another case with the remained amount refunded.

  

  Business Response

  Date: 02/20/2024

  Hello,
  If you need a warranty for the current cases you have, you may contact our Customer Support Chat Monday - Friday: 6am - 5pm MT Saturday & Sunday: 10am - 11:45am MT and 1pm - 3pm MT or Call ************** Monday - Friday: 8am - 5pm MT~OtterBox. If you want a refund you will need to return to the place of purchase for Amazon to assist if you did not purchase it directly from our website Otterbox.com

  ~OtterBox

  Customer Answer

  Date: 02/21/2024

  Complaint: 21316717
  
  I am rejecting this response because:

  Online chat and calling the number has led to no response, same with email. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 02/22/2024

  Hello,
  If you need a warranty for the current cases you have, you may contact our Customer Support Chat Monday - Friday: 6am - 5pm MT Saturday & Sunday: 10am - 11:45am MT and 1pm - 3pm MT or Call ************** Monday - Friday: 8am - 5pm MT~OtterBox. If you want a refund you will need to return to the place of purchase for Amazon to assist if you did not purchase it directly from our website Otterbox.com

  Our times of operation are above in order to contact use for what you are asking. Our lines have had not issue and are open during these times. Please contact us there if you need further assistance making a warranty claim and please note you will need to contact the place of purchase if you are looking for a refund. 
  ~OtterBox

• Initial Complaint

  Date:02/20/2024

  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.

  TRANSACTION DATE: 12/29/2023 SHIPPED: 1/14/24 ORDER NUMBER: ********** I REQUESTED THE REPLACEMENT OF TWO OTTERBOX CASES UNDER WARRANTY. MY CLAIM WAS FOR TWO CASES. I SENT OTTERBOX PHOTOS OF BOTH CASES TO COMPLETE THE WARRANTY CLAIM. OTTERBOX SENT ME AN EMAIL REQUESTING ANOTHER PHOTO OF THE ***** WHEN I WROTE BACK REQUESTING MORE INFORMATION OTTERBOX COMPLETED THE WARRANTY CLAIM WITHOUT MY CONSENT FOR A PARTIAL REPLACEMENT OF ONE CASE, NOT BOTH AS I CLEARLY INDICATED. I AM REQUESTING A REFUND OF $10 AND AN APOLOGY FOR THE WAY THIS CLAIM WAS HANDLED BY OTTERBOX.

  

  Business Response

  Date: 02/20/2024

  Hello,

  Per previous communication regarding your claim, as stated multiple times we needed to see all the products in a photo with a handwritten note with your name and date on it. We did not receive the photos required to replace said cases and processed the warranty for the only case that was verified. If you need replacement for more cases a new claim must be made.

  ~OtterBox

  Customer Answer

  Date: 02/21/2024

  Complaint: 21315187
  
  I am rejecting this response because:

  Attached is relay of the email relay indicating that I dont authorize Otterbox to send one case and charge me. My original purchase was for two cases. Otterbox should have never sent one and closed the case. Requesting full refund: 

  From: ***
  *********************<mailto:mtotheax@hotm
  ail.com>]
  Sent: 1/7/2024 4:50 PM
  To:
  ****************************************************<mailto:otterbox.cs@o
  tterbox.com>
  Subject: Re: Update from OtterBox ******************* Case # ******** [ ref:!00D1UOupjk.!5005b0281L9E:ref ]
  Hi there, please see earlier photos in this email thread. Two cases are available to be seen on there. Let me know if that suffices thank you.
  From:
  **********************<mailto:noreply@salesfo
  rce.com>
  <**********************<mailto:noreply@salesf
  orce.com>> on behalf of Otterbox **************** <*******************************************************************************************************<********************************@
  **************************>>
  Sent: Sunday, January 7, 2024 8:43:50 

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

  

  Business Response

  Date: 02/22/2024

  Hello,

  We did not receive the photos required to replace said cases and processed the warranty for the only case that was verified. We can replace other cases If you need replacement for more cases but a new claim must be made.

  ~OtterBox

  Customer Answer

  Date: 02/22/2024

  Complaint: 21315187
  
  I am rejecting this response because:

  The order should have never been completed without my confirmation. I never confirmed that I agreed to one case being sent and asked for clarification via email and OtterBox closed the order and only sent half the required cases without first confirming with the customer. 

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

  

  Business Response

  Date: 02/23/2024

  Hello,
  Due to not getting the required photos requested OtterBox sent a replacement for the items that were verified.  We can replace other cases If you need replacement for more cases but a new claim must be made.
  ~OtterBox

• Initial Complaint

  Date:02/14/2024

  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.

  I boughten a otterbox from a reputable phone store for my ******* s23 ultra. I never dropped the phone, always took the case off to clean the phone and case and I have noticed that the case made scratches on the sides of the phone. I bought this phone brand new and the case as well. Im still paying on this phone and now I won't get much for it when it's ready to be traded in because your guys case. It basically ruined the sides of the phone. I want my money back for the case. My phone is basically a piece of garbage because of your guys cases. I been a faithful customer to you guys for many years. When I do get a new phone I will not be going to put a otterbox case on my phone again. They are overpriced and scratch the living heck out of it.

  

  Business Response

  Date: 02/16/2024

  Hello,
  
  We cannot cover any damage to your device under any circumstance. In our Limitation of Liability section of 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." This is included in every Otter Products package. Furthermore by purchasing our product, this section also states, "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."
  
  -OtterBox

  Customer Answer

  Date: 02/20/2024

  Complaint: 21292038
  
  I am rejecting this response because: thats bullcrap. So their cases can ruin people's phone and they say they aren't reliable. Bull crap 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/29/2024

  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.

  They never honored their warranty claim they said 3-4 weeks for a response and it has now been over 8 weeks and I have not received any new updates.

  

  Business Response

  Date: 02/01/2024

  Hello,
  
  We have found that the *** you have requested has been discontinued. According to our warranty policy, " 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 *** not be of like kind (depending on availability)." Since we no longer have your Lumen Series case, we will replace your order for a Symmetry Series Case. This case is in stock and we have went ahead and upgraded your shipping for your order. Please look out for the shipping and handling details soon via email. 
  
  -OtterBox

• Initial Complaint

  Date:01/24/2024

  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.

  Date of transaction: 8/29/23 Order Total$87.05 URL to product: ************************************************************************************ According to their description that it can protect the device from drops. It has:Drop Height:DROP+ | 4X as many drops as military standard (MIL-STD-810G 516.6)Please review the reviews for this product. It shows that many people are experiencing the same issue as me, the product breaking on the hinge. They have a limited warranty for this and charge and additional $10.88. They are advertising this as their top model for protecting the ******* Galaxy zFlip5. This case is not cheap. This feels like false advertising since the product is breaking on so many people, which does not seem like it meets military standards. I feel like the product should be recalled and everybody should be refunded. They need to better design the product if they are going to make these military standard claims and claim it will protect the device from drops. The warranty is a complete money grab if they are charging anythings for a replacement.

  

  Business Response

  Date: 01/25/2024

  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 Otters quality controls, unless otherwise prohibited by law.

  ~OtterBox

• Initial Complaint

  Date:01/24/2024

  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.

  When I upgraded to an *Phone **, I wanted a Lifeproof case to protect it. I’ve been using their product for such a long time now. The ******* rep let me know that Otterbox had purchased the company. I was concerned about the quality being the same. On August 1st, 2023 I purchased an Otterbox FRE case from ****** in the amount of $108.32 after taxes. The cost is somewhat asinine for a cellphone case, but Lifeproof was fantastic about replacing their cases under their warranty. They’re made of plastic and bound to have defects, and the company acknowledged that. Over time it was apparent that it was an understanding that the customer service they provided was included in the initial price. Lifeproof was amazing. As others have mentioned, the case is good, but over time the plastic covering the camera lens becomes blurry, rendering the phone incapable of taking pictures. It’s like VHS. I’m always mindful of that fact and make sure to protect the phone by keeping it in something soft. Unfortunately the lens blurred recently, prompting me to contact the company to replace the case under warranty. I tried calling but was deterred by holiday hours. On their website I was advised that warranty fulfillment was not available online and that I had to call. So after the holidays I did. I was on hold for approximately two hours before the call dropped. It was clear that no one planned to answer the phone. It’s obnoxious. The hold sounds loop and pause as if someone is about to pick up, but it never happens. I tried the customer service chat feature online and was met with a robot that is clearly programmed to evade the issue and make you go away. Everything about it is gaslighting. Seeing the number of complaints about this company validates my own experience. I never would have purchased if I’d known how much of a nightmare they’d be to deal with, and I’m sure they know that. They do not value their customer base at all.

  

  Business Response

  Date: 01/25/2024

  Hello,

  During the holiday season call volume was extended due to the volume of calls coming in. In order to be support you in your warranty request please contact Customer Support Chat Monday - Friday: 6am - 5pm MT Saturday & Sunday: 10am - 11:45am MT or 1pm - 3pm MT or Call 1-855-688-7269 Monday - Friday: 8am - 5pm MT

  ~Otterbox

  Customer Answer

  Date: 02/05/2024

  I called and was notified that I was caller 54 and my call would be answered within two minutes.. after twenty minutes I selected the option to be called back. A rep called me and fulfilled my warranty request without a problem.