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:11/13/2023

  Type:Product 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.

  Returned an Otterbox iPhone 15 pro max ******** case in black and have not been refunded. Been almost two months. You call the customer service number you will be disconnected or sit on hold for 2 hours. I had to sit on hold for 2 hours just to get the return label for the package. ******* had no idea what she was doing. This business should not be in business. Terrible customer service.

  

  Business Response

  Date: 11/15/2023

  Hello,

  According to our records, a refund for your return 0050597828 has been processed on 11/08/2023 for the amount of 58.25. If you did not receive your refund, we recommend reaching out to your financial institution for further assistance. 

  -OtterBox

  Customer Answer

  Date: 11/15/2023

  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:11/09/2023

  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.

  For the past week I have reached out in numerous occasions, both via email and phone to get my warranty replacement for the gasket that goes around my iPhone 14 pro defender lavender sky case. *** spent close to four hours on hold in total with my multiple phone calls and never have received contact with an agent of a fill my request. One single phone call I was on hold for two hours and ************************************************** queue never to reach an agent for my warranty request. I have attempted to leverage the self-service portal, but because the original order was fumbled and took three times to place with them, the order number that I have on file is not recognized by their system. *** reached out numerous times via email and all they keep telling me is that I need to call into the call center. This is absolutely ridiculous since Ive conveyed and showed proof all the times that *** called and explained that theres self service cant help me, nor placing a call will not Provide me any assistance. Ive already advise them that Ill be reaching out to the Better Business Bureau since they cant satisfy my warranty request.

  

  Business Response

  Date: 11/13/2023

  Hello,

  In order to place a warranty claim, you must call us during our normal business hours. These are Monday thru Friday 8AM - 5PM MST. 

  -OtterBox

  Customer Answer

  Date: 11/14/2023

  Complaint: 20847240
  
  I am rejecting this response because it is unacceptable to spend hours on the phone trying to get assistance. I called for the 10th time and got an actual person yesterday. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 11/22/2023

  I had set a response as soon as I received your response. I had to call again and wait another hour before I actually got a person to help me with my warranty and received the phone case replacement that I needed. It is utterly disgusting that a consumer has to call in and spend hours on hold and get a person in order to get their warranty issue resolved. 

• Initial Complaint

  Date:11/08/2023

  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 purchased a case two 2021.07.11 that stated it had a 7 year warrantee (submitted a warranty claim on 2023.11.3). They replied "your device have been discontinued and we no longer have any replacements available". I looked and the same product that I ordered from Amazon from the Otterbox storefront was available, but they would not send that to me or issue me funds to purchase the same product. The failure of their product (dropped, broken case, broken Spen which costs $30 to replace). Totaling a $63.86 loss they would not reimburse/honor their warranty.

  

  Business Response

  Date: 11/13/2023

  Hello,

  Our warranty statement states, " Otter will make every effort to replace OtterBox 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. Replacement with the same color cannot be guaranteed." Since we no longer have any inventory of your product, we cannot fulfil a warranty claim on your product. We cannot guarantee nor provide compensation for any product authorized resellers may still have in their inventory. Because we do not have inventory for the product(s) you are trying to warranty, we cannot fulfil a warranty claim for those product(s). 
  
  -OtterBox

• Initial Complaint

  Date:11/06/2023

  Type:Order 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 November 24, 2022, I purchased a black Commuter Series protective cell phone case for ******* Galaxy S22 Ultra. This product comes with a lifetime warranty. Mine became defective so I contacted Otterbox. They discontinued this product and said they couldn't send the one they have in stock due to ******** regulations. They offered instead to send me a purple/pink phone case, with shipping being at my expense, which is completely unacceptable to me. I am not interested in receiving a replacement product which is completely different from what I purchased and which I would never choose, especially when required to pay bloated shipping fees. I asked if they could send another model in a more neutral color instead and they refused.I am stuck with a defective phone case despite the so-called lifetime warranty.I would like to receive a replacement case in the same color or to be allowed to choose another case available in a color which is acceptable to me for professional purposes (black, white or clear, not pink/purple) since I use my phone in my work.

  

  Business Response

  Date: 11/06/2023

  Hello,
  
  We cannot locate a record with your provided email, or phone number. In order for us to assist you, you do need to call **************** during our normal business hours to create a warranty claim. 
  
  -OtterBox

  Customer Answer

  Date: 11/07/2023

  Complaint: 20833237
  I am rejecting this response because: it doesn't address my complaint at all. I would like to see Otterbox propose an actual solution. 

  I do not have a warranty claim open because I called and they advised me that the product I purchased less than a year ago has already been discontinued. The replacement option they proposed (a purple/pink case) was not acceptable to me. Why would I open a warranty claim and pay shipping for them to send me an item I do not want?
   

  

  Business Response

  Date: 11/08/2023

  Hello, 
  
  According to our warranty policy, "Otter will make every effort to replace OtterBox Products or discontinued products but cannot guarantee their availability for replacement. Any OtterBox 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." We cannot guarantee the same Products or color for replacement. Please give us a call during our normal business hours so we can proceed with a warranty claim. 
  
  -OtterBox

  Customer Answer

  Date: 11/11/2023

  Complaint: 20833237
  
  I am rejecting this response because: you are unwilling to work with me towards an acceptable solution. I DO NOT WANT A PURPLE/PINK PHONE CASE AND WILL NOT BE OPENING A WARRANTY CLAIM TO PAY BLOATED SHIPPING FEES FOR AN ITEM I DO NOT WANT AND WILL NOT USE. I suggested a few resolutions which you are not addressing (other model case in same color or a color acceptable to me for work purposes (white, black, clear), store credit to purchase the color I want in another model where I would have to pay the price difference or a refund). I am attempting to work with Otterbox for an acceptable solution and all you are doing is copy-pasting their policy and repeating yourself.  

  Considering the Otterbox business rating on this website, and the horrible communication on my complaint, it is clear that I am not alone in being completely unsatisfied with your business practices. The case I need to replace is still being sold in the Otterbox Store on Amazon, yet you claim you cannot send me one because it has been discontinued. And the original purchase was under a year ago, so considering this, it is clear that the 7-year warranty is totally worthless. Very questionable business practices! At least now I know and I can warn everyone I speak with against buying any Otterbox products. 

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

• Initial Complaint

  Date:11/03/2023

  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 recently purchased a brand new IPhone 14 Pro **** It is an expensive phone so I purchased an equally expensive case: Otterbox FRE series lifeproof case. I have been using it for the last four months. I took my phone out of the case today and noticed damage to the back of my iPhone where the MagSafe magnets from the phone case have come loose and the underlying glue has damaged the back of my phone. It has left permanent marks on the back of the phone and the company refuses to help me in repairing my phone. Pictures attached, much easier to see in real life. They try to justify not repairing my phone by saying they dont warranty phones, but this has nothing to do with the warranty. The product was faulty, damaged my phone, and it was caused by a manufacturer defect.

  

  Business Response

  Date: 11/06/2023

  - Hello, 
   
  In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty legal information: 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), THE ENTIRE AGGREGATE LIABILITY OF OTTER AND ANY OF ITS DISTRIBUTORS AND/OR SUPPLIERS WILL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY CUSTOMER FOR ANY PRODUCT GIVING RISE TO LIABILITY. SOME STATES, PROVINCES, COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO CUSTOMER. THE LIMITATIONS OF LIABILITY SET FORTH ABOVE WILL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW. 
   
   
  -OtterBox

  Customer Answer

  Date: 11/06/2023

  Complaint: 20821582
  
  I am rejecting this response because:

  Limitation of liability does not cover manufacturers defects. You cannot sell a faulty product and have no consequences. The glue came loose with only VERY LIGHT use, only four months after I purchased the product. No outside factors contributed to the FAULTY glue used in your phone case. You owe me the price of the repair. 

  Your warranty only covers USER ERROR, not MANUFACTURERS DEFECT. You guys are 100% liable to pay for DAMAGES caused to my property. 
  

  I expected better out of a company I have bought from for years, since my original iPod touch. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/06/2023

  Hello, 

  According to our limitation of liability clause, " 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)" We are unable to provide any compensation for your damaged device as we are not liable for the damage on your device. 
  
  -OtterBox

  Customer Answer

  Date: 11/06/2023

  Complaint: 20821582
  
  I am rejecting this response because:

  I will only consider this case resolved when you make good on your faulty products. If you decide against making this situation right, I will have no other options but small claims court, as ***** and time consuming as that process is. 
  

  I cannot be any clearer. Your FAULTY product damaged my property due to a DEFECT.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 11/09/2023

  In the added pictures, you can easily see the defective glue and where it has leaked out (also the little rectangular magnet that WAS glued down). 

  Customer Answer

  Date: 11/09/2023

  In the added pictures, you can easily see the defective glue and where it has leaked out (also the little rectangular magnet that WAS glued down). 

  Customer Answer

  Date: 11/09/2023

  In the added pictures, you can easily see the defective glue and where it has leaked out (also the little rectangular magnet that WAS glued down). 

  

  Business Response

  Date: 11/13/2023

  Hello, 
  
  We are unable to provide any compensation for device repair or getting a new device. According to our warranty policy, "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." 
  
  -OtterBox

  Customer Answer

  Date: 11/14/2023

  Complaint: 20821582
  
  I am rejecting this response because:
  

  Clearly Otterbox is not going to stand behind their products. I will never buy another otterbox or lifeproof product again and I will let everyone I know to do the same. You have soiled the trust I have given your company and products. This has been the worst customer support experience I have ever had and I have never been treated like I am worth less to a company than with Otterbox. There is no resolution to this until you guys stand behind your faulty products. 

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

• Initial Complaint

  Date:11/02/2023

  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.

  This is regarding case #********. I filed a warranty claim with Otterbox because I purchased a Symmetry Series Clear MagSage case for my iPhone 15 Pro **** which has already begun yellowing. First, I was told to call Otterbox. I did that and had to wait over 30 minutes on hold. Then I was asked to provide some photos. I did that as well while I had the agent on the phone on October 30. We are now the end of the day Thursday November 2, so 4 days since I sent the photos, and I have not received ANY communication or updates by email. So I decided to call today to see what's going on. I had to wait another 20 minutes on hold. Finally, the agent told me I still had to wait for a 'separate team' to look at the photos. I explained that I would like to finalize this today because I have spent a significant amount of money on a defective case and have spent a lot of time trying to resolve this. Eventually, I spoke to a supervisor named ******* who was extremely rude. Not only did she offer absolutely ZERO help, she even tried to punish me by telling me that, because I called today, I now need to wait ANOTHER 3 business days for a resolution.I'm sorry but who talks to people like this? I am not a child. You will not punish me because I called to inquire about my warranty replacement. Already nobody cares to even respond to emails or provide updates, now I have to feel bad for calling for an update? This is the absolute worst warranty service I've ever dealt with.

  

  Business Response

  Date: 11/02/2023

  Hello,

  After reviewing your warranty case I can confirm that your warranty is within our warranty compliance department and require up to 72 business hours for them to review your warranty case. When new notes or photos are sent in as stated by the manager, it can take up to the 72 business hours for that information to be reviewed by our warranty compliance department. You may inquire anytime about your warranty but please note any new information can move your warranty claim to the back of the line. Your warranty case is open and being reviewed as stated in the timeline above. 

  ~OtterBox

  Customer Answer

  Date: 11/02/2023

  Complaint: 20815823
  
  Its already been more than 72 hours!!!
  What new information did I add today then? All I did is call and inquire about my warranty claim. Why did this manager then tell me that now I have to wait an additional 5 days? I added ZERO new information, yet you guys want to punish a PAYING customer for inquiring!

  At this point I want my replacement case, I am sick and tired of being treated like a child who gets punished for simply inquiring. I did nothing wrong! Im sorry but I refuse to wait any longer! I want this replacement sent to me.

  I am contacting you here first to give you a chance to make this right, which I hope you do. After this my only other options are to publicly share this on social media and to contact any Otterbox executive I can find. The fact you are agreeing with this rude manager who tried to punish is ridiculous and proves that I need to find somebody else to talk to. I will NOT let you treat me like this. Otterbox used to have an excellent warranty - now its become horrendous. But no matter what, I will not let you threaten me to extend the time on my warranty claim just because I sent an email and called. I will do everything in my power to bring awareness to this horrible experience I am having. After spending almost 80$ on a case!!!

  
  ***********************

  

  Business Response

  Date: 11/06/2023

  Hello,
  As we notated in the prior communication our warranty compliance department requires up to 72 business hours for them to review your warranty case. We see that you called to inquire about your case on 11.2.23. Please note that the weekend is not part of the business hours, and you will get a reply from our warranty compliance department by EOD today which is part of the 72 business hours for your case. 
  ~OtterBox
  
  

  Customer Answer

  Date: 11/06/2023

  Complaint: 20815823
  
  I am rejecting this response because: I did get a response, and - what a surprise - a brand new accusation has been made now! I was accused of sending a picture of a case for the WRONG phone!!! Why would I do that? This is ABSOLUTELY not true. I never even had an iPhone 13, I went from an iPhone 11 Pro *** to this iPhone 15 Pro ***. This is 100% a mistake, or quite honestly, a pathetic attempt to deny me service.
  At this point, it is absolutely clear to me that Otterbox has changed over the years. You have no interest in helping me. First, I need to call. Then I need to send pictures. Then I need to wait a WEEK to get a response, and now I'm accused of sending in a picture of a case for a completely different phone??? This is ridiculous.

  
  I suggest you fix this mistake and please once and for all send me the replacement for the case I actually purchased. At this point this is the absolute last chance I am giving Otterbox before i go ahead and post about my terrible experience all over social media to my friends and family on ********* ** ********** Yelp, Trust Pilot, etc
  I have been extremely patient and have followed all instructions, and now I'm being accused of sending a photo of a case for a different phone! Why would I even do that??? If this was the case, I would simply tell you I don't have it anymore. Why would I voluntarily send you the wrong photo!?!? To the company that MAKES the case!
  
  
  As I said, I am giving Otterbox one last chance to fix this. If you choose not to, I will no longer be responding and will simply accept that I will not get any help for this, and move on with sharing my experience. I was more than patient and more than fair thus far.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/06/2023

  Hello,

  According to the photograph we have received, our team who identifies products for warranty, has determined you have an iPhone 13 *********************** + case. This is due to a couple of factors including: difference in color in areas of the case, the lack of new features on the case, and the camera size of the case. We also found previous record of a warranty claim from 12/7/21 for an iPhone 13 Pro Max Symmetry Series + case. Due to these factors we cannot fulfil your warranty for an iPhone 15 *********************** case as you did not provide the proper information to proceed with the product you selected for warranty. According to our warranty statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Due to failure to provide the proper information to validate your claim, we will only be replacing your iPhone 13 **************** + Series case. 
  
  -OtterBox

  Customer Answer

  Date: 11/06/2023

  Complaint: 20815823
  
  I am rejecting this response because: I never made ANY claim for an iPhone 13 Pro **** check my email and you'll see for yourself. You are lying. At this point, I gave you a chance, you decided not to help, so I'm moving on to the next steps.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/30/2023

  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.

  Answer the phone fir warranty.

  

  Business Response

  Date: 10/31/2023

  Hello, 
   
  In order to process/assist with a warranty claim or to get updated information for your current warranty, you must contact Customer Service at 1-855-688-7269 (Monday thru Friday 8AM - 5PM MST). Please note according to policy we ask that you hold onto your products in case we require photos or those products to be sent in directly and we do reserve the right to collect any shipping and handling charges associated with any warranty order.  
   
  -OtterBox

• Initial Complaint

  Date:10/10/2023

  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.

  In early September, I requested a warranty replacement case for my sons OtterBox case for his iPad. I paid the $10 shipping fee, and submitted a photo of the damage, but I have not heard back from them. They have not responded to my emails. At this point, theyve committed fraud against me.Case #********

  

  Business Response

  Date: 10/13/2023

  Hello,

  I see your order was placed on 10.10.23. The order number is 0621886466 from case 09203161.

  ~OtterBox

  Customer Answer

  Date: 10/13/2023

  Complaint: 20708226
  
  I am rejecting this response because:

  Order was placed on 9/11/2023, literally over a month ago.

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

  

  Business Response

  Date: 10/16/2023

  Hello,

  Per our records for your order 0621886466. This was shipped and the tracking route shows that it's still on the way to you. The tracking number is  92612902711821543500139221. If you need further assistance with this order, please contact our customer service department by calling ************** Monday - Friday: 8am - 5pm MST

  ~OtterBox

  Customer Answer

  Date: 10/16/2023

  Complaint: 20708226
  
  At this point, I think it only fair OtterBox refund me the shipping costs, given the obnoxious turn around time, which has left my child unable to use his iPad because it isnt in a case.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/17/2023

  Hello,

  If you need further assistance with this order, please contact our customer service department by calling ************** Monday - Friday: 8am - 5pm MST

  ~OtterBox

• Initial Complaint

  Date:10/03/2023

  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 placed a warranty replacement order ********** on 7/21/2023. The order was shipped on 7/22 and received 7/28. When I opened the package it was missing part of the order. I contacted Otterbox did not get a reply for several days. In that reply, I was asked for my address and order number. I provided the information as soon as I got the email. I never heard back. I sent a reply requesting an update on 10/1. Received a reply requesting photos of the cases. I had thrown them away after I received shipping notification. The old cases were causing damage to the device and no longer protecting it. I replied with this information and was told they would not complete the order. That I needed to place a new order asking me to pay additional money after I already had. The one case I received 2 months ago has already started to discolor.

  

  Business Response

  Date: 10/04/2023

  Hello,

  As we state on our website under the Warranty Claim Process, 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. Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim.

  ~OtterBox

  Customer Answer

  Date: 10/04/2023

  Complaint: 20692788
  
  I am rejecting this response because:

  if your not going to honor the order then refund my money. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/06/2023

  Hello,

  We see that you have contacted our customer service department earlier this morning and the funds that you used for shipping was for the items being shipped to you for the warranty. As stated if you would like to get a warranty for a different case you will need to create a new warranty online or with our customer service department ************** Monday - Friday: 8am - 5pm MST

  ~OtterBox

  Customer Answer

  Date: 10/06/2023

  Complaint: 20692788
  
  I am rejecting this response because:
  No, I said in my email weeks ago that part of the shipment i paid for is missing. You did not send out one of the cases in this order. 
  

  You charged me for shipping for 2 cases and only sent one .
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/06/2023

  Hello,

  Shipping is a flat shipping fee no matter if it's for one item or five. The warranty was fulfilled per the photos and extra items were asked to be added in your communication on the phone earlier today, thus if you are needing other items warrantied, you will need to file a new claim. 

  ~OtterBox

  Customer Answer

  Date: 10/10/2023

  Complaint: 20692788
  
  I am rejecting this response because:

  clearly Otterbox is refusing to actually read the complaint. 

  
  The products that were ordered for this replacement were not delivered. That is the entire issue.. Items were missing from that order the case in the pictures you were referencing are the old case as requested. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/13/2023

  Hello,

  If there is confusion from a past case vs. a current case that we do not see, it's best for you to contact our customer service department to be able to sort this out at ************** Monday - Friday: 8am - 5pm MST

  ~OtterBox

  Customer Answer

  Date: 10/13/2023

  Complaint: 20692788
  
  I am rejecting this response because the business is clearly not reading the initial complaint. Ive disputed the money on my card and received a refund of the 10$ otterbox is being sour about. I will not be buying any otterbox family or products in the future. 
  

  BBB, can close this complaint. Please make sure this shows as business did not resolve the issue. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/02/2023

  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.

  Purchased an iPhone 15Pro Otterbox Case with Expedited shipping and on OtterBox website it said they would have it to me by Sept 22. I needed it on Sept 22 becasue that is when the iPhone 15 Pro Launched from Apple. Otterbox Shipped the case via ***** Tracking Number: ************. But the order never arrived. The ***** website showed Out For Delivery as status, and I never received the Otterbox case. I called ***** and Otterbox, ***** put a trace out on the package C-********* Ref-*****. OtterBox told me they would again Expedite me a new case as a replacement. I keep waiting on Otterbox to show me some proof that they have resent a new case but so far no response. No tracking numbers or order numbers no nothing. I needed this Otterbox Case on 9.22.23 when it said it would deliver and still no case for myiPhone that came in on Sept 22. I had to go out and buy another case. My complaint is basically Otterbox takes forever to ship then doesn't help when a customer calls in stating their product they paid for didn't arrive.

  

  Business Response

  Date: 10/04/2023

  Hello,

  After looking into your order we see that the order was stopped. Thank you for letting us know and we have your order pushed through in order number 0621852312. Our policy is to reship the product and for further assistance please give us a call at ************** Monday - Friday: 8am - 5pm MST

  ~OtterBox

  Customer Answer

  Date: 10/04/2023

  Complaint: 20680034
  
  I am rejecting this response because: This was not a priority to OtterBox until the BBB got involved. This also is not the first, nor second time I have had issues with Otterbox orders as I explained previously, which was not addressed. If my complaint was read, it stated I needed the OtterBox Case Sept 22, when the iPhone 15Pro arrived, I had to purchase another case so I want my money refunded! I hate canned business responses like the one I received below. Very unhappy with OtterBox.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/06/2023

  Hello,

  You stated that your item did not arrive and we have confirmed the correction for your order that is on the way to you currently. There is not a way to cancel an order once it's shipped.

  ~OtterBox

  Customer Answer

  Date: 10/06/2023

  Complaint: 20680034
  
  I am rejecting this response because: Item was shipped after BBB got involved. I needed the case for my phone on Sept 22, 2023. I had to go buy another case. My resolution is to get my money back not ship me a case after the BBB got involved and weeks later. I am not happy nor am I satisfied with OtterBox canned responses. My only acceptance and way to resolve this case will be a return of my money. I can send the case back if Otterbox actually sneds it.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/13/2023

  "Hello, 
  
  In order for us to refund your product(s) we will need you to contact **************** to have a return process started. We must receive all products in your return in order for a refund to be processed. 
  
  -OtterBox

  Customer Answer

  Date: 10/13/2023

  Complaint: 20680034
  
  I am rejecting this response because: This is exactly why I am frustrated and complaining about OtterBox. I received3 emails from Otterbox on Wednesday 10/11/23 which I will attach screen shots to this message, but they all basically said sorry we will refund you. And now Friday 10/13/23 we receive the above message from Otterbox stating they can't refund my money until all products are returned. I never got an Otterbox iPhone 15Pro case that I ordered. What do they not understand about that. They need to quit harassing me, and just accept they messed up and refund my money. All these emails stating they will fix it and then to have come back today and say no refund will be issued until products are returned. I just don't understand why they are so defiant, wont return my money, and keep stalling. I wont accept any resolution other than a complete refund. *** explained multiple times that, I never received the Otterbox iPhone 15 Pro Case. See all attachments
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/16/2023

  Hello,

  As stated in prior communication, we have released the order and it is on the way to you if you haven't already received it. Due to product being sent to you, this is why you will need to start a refund and mail the shipped items back in order to fulfill your refund request. Please call ************** Monday - Friday: 8am - 5pm MST for this assistance. 

  ~OtterBox

  Customer Answer

  Date: 10/16/2023

  Complaint: 20680034
  
  I am rejecting this response because: Obviously there is miscommunication within Otterbox. The person responding to this BBB complaint has no idea of the situation. They have not read this complaint at all, and it goes to show just how furious they make their customers and unwilling to accomodate any requests. I am never going to be happy with Otterbox until they actually read the complaint and comments I have made through this point. At this point I have my refund, not any thanks to the person who fights with customers on the BBB website. So unless Otterbox has anything different to add, I am done with them. Its just sad through this whole complaint process Otterbox never understood this complaint thouroughly, and responded with inaccurate and hostile information. So BBB if you want to close this ticket you can just make sure its marked customer not satisfied with **********************. 
  
  Regards,
  
  *************************