Complaints

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

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  Otter Products

  209 S Meldrum St Fort Collins, CO 80521-2603

  
• 

  Otter Shop

  151 W Mountain Ave Fort Collins, CO 80524-2822

  
• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  
• 

  Lifeproof Cases

  650 Missouri Avenue Jeffesonville, IN 47130

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2024

  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 don't know what in the world is wrong with this company but you definitely have gone downhill. I HAVE PLACED LITERALLY 3 ORDERS. MY CARD HAS BEEN CHARGED 3 TIMES. and everytime i ask for an order number from your agents they tell me "there isn't a order number" "I have to ask my supervisor". I promise you " I have to ask my supervisor" is their excuse for everything. In the chat on the website I give them order numbers, they can't find my order. Over the phone I give them order numbers. they cant find my order. YET, MY CARD IS CONSTANTLY BEING CHARGED WHEN THEY TELL ME TO PLACE A NEW ORDER.I've even spoken to a supervisor who lied and said she would give me a discount but that didn't even happen. GIVE ME MY S24 ULTRA DEFENDER PRO CASE. THATS ALL I WANT IS MY CASE FOR MY PHONE I DONT UNDERSTAND WHY **** KEEP TALKING MY MONEY AND LYING TO ME.then yall want to be so quick to reach out and call when i dispute my charges. please get a grip and get it together. if you would stop lying to me i wouldn't have to dispute my charges.

  

  Business Response

  Date: 01/22/2024

  Hello,

  After reviewing your account regarding the multiple charges you spoke about you had multiple attempts to place orders dating from 1.17.24-1.20.24.   As stated in prior communication with OB you needed to reply to the Order Doctors email that was sent to your email box regarding the failed charges. The one and only final charge you have is for order 16417787/0622436320 and per records shipped on 1.22.24. Tracking information was sent to your email. Any other charges would only be a pending charge and drops off within 3-5 business days as we do not hard charge your card until product is shipped to you. 

  ~OtterBox

  Customer Answer

  Date: 01/25/2024

  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:01/10/2024

  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.

  On 11/26/2023 I purchased a "LUMEN MACBOOK AIR M2/2022 REGALIA APL - ITEM NO:77-92473. After placing the order, I realized it would not fit my Macbook. I immediately contacted support within minutes to cancel. Support advised me that despite attempting to cancel within minutes of the order being placed, that I would not be able to. I was issued a label and when attempting to print the label it was shown as expired. I realized that unfortunately I had missed the deadline. Recently, I reached out to support again to see if I could have another label issued as a courtesy as I initally did try to cancel this order. I was told that they would be reaching out to the warehouse about a replacement and refund. I do not want a replacement, I want to be refunded for this case that does not fit my laptop.
  
  Order Number: 16120265

  

  Business Response

  Date: 01/12/2024

  Hello,

  After looking at the records for your RMA request I can see that the RMA was re-issued earlier today. Please look at your email for the RMA information in order to complete your return. 

  ~OtterBox

  Customer Answer

  Date: 01/12/2024

  Complaint: 21118537
  
  
  
  Please note, I do accept the businesses attempt to make this right, however I do not have any email that contains the RMA. Please advise.
  
  
  
  Regards,
  
  
  
  Jason Reichman

  

  Business Response

  Date: 01/18/2024

  Hello,

  In order to process or reprocess an RMA request claim, you must contact Customer Service at 1-855-688-7269 (Monday thru Friday 8AM - 5PM MST).

  ~OtterBox

• Initial Complaint

  Date:01/08/2024

  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.

  OtterBox warranty, but wouldnt replace as they require a photo of a complicated issue. I offer to return the case right when I receive replacement. But they are not being understable. I believe the agent was irritated so she did this.

  

  Business Response

  Date: 01/09/2024

  Hello,
  I see that you placed a warranty and our ****************************** has requested photos of your case with Hand written information in the photos with the case per the email that was sent out to you. Some photos were submitted but not with the hand written information. We cannot move forward with your warranty without the proper photos that were requested and for any exceptions needed, you will need to communicate that with the warranty compliance team through the email they sent to you. 
  ~OtterBox

  Customer Answer

  Date: 01/09/2024

  Complaint: 21105587
  
  I am rejecting this response because: I never got a respond from them , even through chat. If I drop or break my phone Ill have to go against them. Even tho their policy says they dont cover phone. This inconvenience is cost by their lack of customer service. Understaff.
  
  Regards,
  
  ******************

  

  Business Response

  Date: 01/10/2024

  Hello,

  Currently our ****************************** is responding to emails within 5-7 business days. Thank you for your patience while they work through your request. Please be sure to send the correct photos that are being asked for through the email and if you have questions about the warranty you can respond to that department directly through that email photo request. 

  ~OtterBox

  Customer Answer

  Date: 01/10/2024

  Complaint: 21105587
  
  I am rejecting this response because: I would like to ask to follow up with our conversation with agent , agent promised to prioritize my case as email state 3-5 business day prioritize meaning days should be cut down, we are at 4th day going into 5th. This utterly a terrible service with attitude.
  Regards,
  
  ******************

• Initial Complaint

  Date:01/04/2024

  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.

  Bought OtterBox - Symmetry Series Soft Shell for Apple iPhone 13 Pro Max and iPhone 12 Pro Max - Clear May 25, 2022 for 40.99. The case fell apart so I went through the warranty process otterbox has. It would not allow me to do this online as they didn't have my case and said I needed to call. I call and have to wait ~45 minutes before anyone answers. After answering it takes another 45m-1hour to actually get a replacement "ordered." This was back in early novemeber 2023 and had to pay 10-11$ for the replacement. It is January 2024, the same emails keep coming saying "We will send you a shipment confirmation with a tracking number as soon as your order has begun its journey to your doorstep."
  
  I truly believe they intentionally make their warranty process time-consuming to initiate while also making promises they'll replace them when they wont. If the whole process takes >2 months to get a replacement, it defeats the purpose of the device which is to protect the phone. 2 months is a ridiculous amount of time to go without a protector which otterbox obviously knows and wants you to buy a 2nd protector in the meantime.
  
  The email says if any issues contact customer support but again, it takes forever to get into contact with them after you weave through the hoops.

  

  Business Response

  Date: 01/05/2024

  Hello,

  The item you selected was on backorder. However your order (0622091262) has shipped as of 1/4/2024. Here is the tracking number 92748902711821543425353906
  
  -OtterBox

  Customer Answer

  Date: 01/05/2024

  Complaint: 21095598
  
  
  
  I am rejecting this response because:  The device I selected was only after YOUR warranty customer service agent stated it was available. I waited on hold over 1 hour to even talk to the individual (plus another 45minutes initially before I had to hang up to do something).  Now you are telling me the one I chose during my phone call is not available, and no one decided to update me for over 2 months about this?  It's not until I file a complaint that you send a replacement model which I didn't even get to have input on since my original is unavailable also.  I paid $10.69 for the warranty shipping/handling for a SPECIFIC replacement that was agreed upon by both parties.  Now you have switched the warranty product and keeping my money when I didnt agree to that? Unacceptable.

   

  
  Regards,
  
  
  
  Evan Asper

  

  Business Response

  Date: 01/09/2024

  Hello,

  Per our Limited Lifetime Warranty we do state on our site and warranty information "Replacement with the same color cannot be guaranteed." We do try our best to get you protection for your device with the warranty in place with a deferent color or Series if the original is not available. 

  ~OtterBox

  Customer Answer

  Date: 01/09/2024

  Complaint: 21095598
  
  
  
  I am rejecting this response because: I understand what your warranty says, and you guys also charge shipping on the replacement.  Because of this, it should be confirmed with me the the replacement YOU deem fit is desired by me.  Otter Box and I both agreed on a model that was deemed fit by both parties. Otter box has renig’d on that offer and sent a different product that I didn’t agree which you guys charged my card for.  This again is unacceptable as I told you guys it was okay to charge for a specific replacement model that we both agreed on. Not a random one of your guys choosing which you have switched to.
  
  
  
  Regards,
  
  
  
  Evan Asper

  

  Business Response

  Date: 01/10/2024

  Hello,
  Per our Limited Lifetime Warranty we do state on our site and warranty information "Replacement with the same color cannot be guaranteed." We do try our best to get you protection for your device with the warranty in place with a deferent color or Series if the original is not available. Due to the item that you spoke about with our agent going out of stock, we sent you a Case and Series that will still protect your device. 
  ~OtterBox

• Initial Complaint

  Date:01/03/2024

  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 ordered some products and the shipping has no updates a week later. I was told 5-7 days and it's exceeded that. I contacted the company and they claimed my address was incomplete. This is a lie as I have checked the address in my otterbox account and it shows the full address.

  

  Business Response

  Date: 01/05/2024

  Hello, 

  According to our records, we have went ahead and processed a refund for you on 1-4-2024 for order 0622349698 in the amount of $122.71.
  
  -OtterBox

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:01/02/2024

  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.

  Order Number: ********** Order Date: 11/24/2023 12:00:00 AM I filed a claim to have my screen protector replaced along with the case, and I got the screen protector only not the case. I have emailed 3x, called 4x been on hold for hours each time with no answer and I do a live chat and it has me fill in the information and then say's nobody is their to answer. I had to fix my iphone screen which was cracked before I could put on the screen protector so I didn't open their box. I am missing 1 item and have no way to connect with anyone. I would like an upgrade for all of the hassle of hours of calls and emails.Missing : OVERMOLD/BUTTON ASM MAG I14 PRO CLEAR - ITEM NO:***********

  

  Business Response

  Date: 01/05/2024

  Hello,

  If you are missing product(s) from your warranty claim, you must contact **************** to have this issue resolved. According to our records there were 2 items on the order when this order shipped. 

  -OtterBox

  Customer Answer

  Date: 01/08/2024

  Complaint: 21086753
  
  I am rejecting this response because:  I have used up hours of my time calling, using the chat features etc.  I submitted all information here in the complaint with photo's of what I was supposed to get, what I did get, and how long I have been on hold at times.  I cannot get through to customer service ever.  I am caller 55 right now as a matter a fact and I do not have anymore time to wait.  For the 3 hours of my own time used up I want a better case.  Read all information in my complaint it is all listed!

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

  

  Business Response

  Date: 01/10/2024

  Hello,
  As we stated previously, if you are missing product(s) from your warranty claim, you must contact **************** to have this issue resolved. According to our records there were 2 items on the order when this order shipped. We understand the wait time when calling in can be a bit higher during the holiday season and appreciate your patience during that time.
  -OtterBox

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  I called and someone is shipping me my missing items
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a case in September for new phone. The case broke in early November. I have sent messages, attempted to both call and chat continuously during their business hours to no avail. Not one responded to the message, no actual person was on the chat and I have waited on hold for more times and hours than I care to admit. I tried again today and nothing. Today their system display I can no longer return the item.I am okay with this as I was hoping to warranty the item. The same for the warranty. I add the warranty item to the cart, but it does not allow me to check out. Tells me there is an error processing the payment, no matter what payment option I use. I tried again today and received the exact same automatically generated message. There is no attempt to actually process the payment for the warranty item.

  

  Business Response

  Date: 01/02/2024

  Hello,
  
  In order to proceed with your warranty claim, you must either call ** during our normal business hours (Monday thru Friday 8AM - 5PM MST) at ****************, or respond to the email we last sent on November 19th 2023. 
  
  - OtterBox

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought Otterbox/Lifeproof cases the Fre cases since i started using iphones way back in the day. They sold me a defective case and now my iphone screen has cracked. My phone fell from the seat of my jeep to the carpeted floor and my screen straight up cracked!!!!!!!!!!!!!!!!!!!!!!!! The fall/drop was small and there are carpets/mats in my jeep. There is no way my screen should have cracked with the Otterbox Fre case on it unless the case was defective. They either need to replace my phone or pay for the repair I have to have done tomorrow. Their choice. The repair is $500. The new phone through ******* is probably $1099.00

  

  Business Response

  Date: 12/28/2023

  Hello,

  We are unable to assist with any cost of repair or replacement of a device. According to our Limitation of Liability clause in 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." We are not liable for any property damage that incurs in our products. 

  -OtterBox

  Customer Answer

  Date: 01/03/2024

  Complaint: 21065898
  
  I am rejecting this response because: they sold me a defective case. This led to my screen cracking with said case on it. This case has a built in screen protector. The only way the screen cracks is if the case is defective, which it is.
  
  Regards,
  
  ***************************************

  

  Business Response

  Date: 01/03/2024

  Hello,
  
  We are unable to assist with any cost of repair or replacement of a device. According to our Limitation of Liability clause in 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." Upon purchasing an Otter Product, you agree to the terms and conditions of the limitations of our warranty. Due to our warranty not being liable for any device damage, we cannot replace nor repair your device. 
  
  -OtterBox

  Customer Answer

  Date: 01/04/2024

  Complaint: 21065898
  
  I am rejecting this response because: they can stop sending the generic response. They sold me a faulty case. This is fraud. Because of the faulty case they sold me my screen cracked with the case and built in screen protector on. They refuse to admit they sold me a faulty case. Theyre fault case led to me screen cracking. By law they are liable period. 

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

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a screen protector that is not ever a year old. They claim to have a lifetime warranty. I ordered one for both of my parents. One for the iphone 14 pro and iPhone 14 pro **** They will not honor the warranty for the 14 pro and are claiming I never bought it even though they already had to replace the original within weeks because it was so flimsy. They are claiming it is not their product despite the pictures I have sent. They even say they may request it to be sent back but instead they are not responding to my emails and are just claiming it is not their product which is ridiculous. I gave all the receipts and info.

  

  Business Response

  Date: 12/28/2023

  Hello,
  
  According to our warranty policy, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." We will need you to send your product back to Otter for inspection to validate your claim as the photographs we asked for were for a different companies screen protector. 
  
  -OtterBox

• Initial Complaint

  Date:12/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Am trying find out whats going on with this seeing no one I talk at ******** can find the tracking number Thank you for reaching out to our customer service department. Our customer service department has handed your information over to us and we will be assisting you further. We apologize for any troubles you may have experienced with your most recent orders. Our records reflect that the products in this order have been reshipped multiple times. In order to proceed further, we will need to submit a claim with **** Please contact *** and submit a claim using the following tracking number: ************************** Once you have submitted the claim with ***** please reply to this email with a screenshot of the claim, as well as ***'s resolution to the claim and we can proceed further. Please keep in mind, if you continue to threaten legal action, we will no longer be able to respond. Please reply to this email if you have any questions. We apologize for any confusion. We recommend contacting **** directly instead of using their website to submit a claim, as we are unable to proceed further without a screenshot showing if **** did or did not deliver the order. You can contact your local **** at ************ or you can call their general service number at ************. Thank you, Order Doctors *************************************** Per our previous emails, the tracking number for order ********** is **************************. Thank you for your responses. We apologize, but we are unable to proceed further until you are able to provide a screenshot from **** confirming the delivery status of order **********. We recommend contacting your local **** directly for further assistance. While we are unsure which **** serves your area, we have found the phone number for the **** in your delivery addresses city. You can contact them at ************. Thank you, Order Doctors *************************************** Thank you for your replies. We ask that you do not spam your responses as we will not respond. If you are unable to submit the claim with ***, please submit a claim with **** with the tracking information. Thank you, Order Doctors ***************************************

  

  Business Response

  Date: 12/21/2023

  Hello, 

  We are requesting you reach out to **** or *** to file a claim to track your lost packages. Due to previous history, we need additional information prior to reshipping your order. In order to proceed you do need to file a lost package claim with **** and contact Order Doctors with the information they require. 
  
  - OtterBox

  Customer Answer

  Date: 12/21/2023

  Complaint: 21029599
  
  I am rejecting this response because:
  
  Regards,
  
  ************************* how can I do that if they cant find the tracking numbers u give me its  all most like us r trying  screw me over and thats not cool because **** told me to tell u to give the right tracking number if u want them to help me and us

  

  Business Response

  Date: 12/27/2023

  Hello,
  
  This is the tracking number, **************************, from your most recent order (**********). To proceed you must contact your local post office and file a track and trace. We cannot assist you further if we do not receive the required information from your local post office. 
  
  -OtterBox

  Customer Answer

  Date: 12/27/2023

  Complaint: 21029599
  
  I am rejecting this response because:
  
  Regards,
  
  ************************* they told me they cant find it