Complaints

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:07/02/2025

  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.

  Subject: Request for Reimbursement Phone Damaged Due to Faulty CaseMate Product Dear CaseMate Team,In October 2024, I purchased a phone case from your company that advertised 12-foot drop protection. I selected this case specifically because of that claim, trusting that it would provide reliable, durable protection for my phone.Just two months after receiving it, the case itself cracked. I attempted to contact your customer service but was disappointed to find that theres no phone number availableonly an email system that makes filing a claim frustrating and ************* phone has never been out of the case since purchase, and it also had a high-quality screen protector and camera lens cover installed the entire time. Despite all of that, when I recently removed the phone from the case, I discovered the entire back of the phone was shattered.The most significant drop it could have experienced was from approximately 8 feet at the gym, when it fell from the top shelf of a workout machine. This ************ within the 12-foot drop protection your product advertises.Your company claims its products are guaranteed against defects. If that were true, my phone should not have sustained any damageespecially with additional layers of protection in place. Clearly, the case failed to perform as advertised.I am requesting that CaseMate reimburse me for the damage to my phone or replace the device entirely. I trusted your brand based on your marketing, and I expect that guarantee to be honored.Sincerely,******** ******

  

  Business Response

  Date: 07/02/2025

  Hello,

  Thank you for taking the time to reach out with your concerns. We certainly do not like to hear this. I will be reaching out to you directly to discuss this matter.

  Thank You,

  Keziah

• Initial Complaint

  Date:06/26/2025

  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.

  Hello, I purchased 6 Pelican Voyager clear cases online through amazon/woot. The cases have failed. These cases came with a lifetime warranty printed on the box and sold as such. When I contacted the company for warranty replacement. I was advised by company associate ******, that my cases would not be covered under warranty because I did not purchase them from an "authorized seller". I was never told this when I purchased the cases or I would have never purchased them as advertised as lifetime warranty and labeled as such on the retail box. I provided them with detailed pictures and 3 separate purchase orders showing payment. I have attempted to resolve this situation with the business but they are unwilling to replace their cases. They offered to replace just one case, and I would have to pay $10 in shipping. This just is not fair for a consumer to have false beliefs that the item is sold with a warranty and labeled as such. How am I to know ************************** is NOT an authorized dealer. There was no indication of this. I kindly ask that you reach out to them so we can come to a resolution so my cases can be replaced. I wrote $320.00 below as the dispute because that is what they claim they sell them for in the warranty replacement. I have attached the invoices for the three purchases to this complaint. Please help me resolve this. I am also willing to speak to the media regarding this complaint should they wish to talk to me. Thank you in advance for helping me come to a satisfactory resolution in this matter.

  

  Business Response

  Date: 06/30/2025

  Hello, Thank you for taking a moment to provide feedback. I will reach out to you directly to see if we can come to a resolution. 

   

  Thank You,

  Keziah

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23524814
  
  I am rejecting this response because: This was purchased directly through ****** and one of their owned companies ****. There was no description or information at all regarding not having the lifetime guarantee, much to the contrary.

   

  I have provided detailed pictures of the factory box stating the lifetime warranty. I hope that my 6 cases will be replaced under this warranty so I can continue to build trust in Pelican/Case-Mate. Please help me review this and come to a satisfactory resolution for this issue. Please feel free to contact me via email regarding any comments you may have. As previously stated I am willing to speak to the media regarding this, if this merits this something they would like to publicize.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/08/2025

  Hello,

  Updating that I spoke to ******** directly and we have resolved his complaint. His items have been replaced.

   

  Thank You,

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They replaced 4 cases even though we wanted 6 replaced with proof of purchase. However this has to be satisfactory since they would not replace the other two cases. Not the resolution I wanted but it is a compromise. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/26/2025

  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 black Pelican iPhone 15 Pro case with a "lifetime warranty." Unfortunately, the seam on the back failed. I've contacted CaseMate multiple times and even received automated replies but zero action/assistance over the past two weeks. Please replace this case.

  

  Business Response

  Date: 06/30/2025

  Hello,

  Thank you for bringing this to our attention. I checked and was not able to locate a  request from you but I am going to email you directly so we can get you taken care of.

  I look forward to assisting you.

  Keziah

• Initial Complaint

  Date:06/04/2025

  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 been a loyal customer of this company for several years. Recently, I attempted to file a warranty claim for a MagSafe-Iphone 14 Pro Max case that I purchased from them. Unfortunately, the company no longer offers that particular MagSafe version of the case I originally bought.They offered the regular version of the case as a replacement and a MagSafe kit, which is a separate add-on rather than an integrated feature. The kit is esthetically unappealing and not consistent with the original product I purchased. The MagSafe on the purchased case is glittered gold while the kit is solid white. I requested a different case that is currently available on their website and is of equal or lesser value.The company refused, citing that the requested case is a **** ************ and therefore not eligible for warranty replacement. However, at no point during the purchase or warranty process was it made clear that certain branded cases (like **** Spade) are excluded from warranty replacements. There is no documentation or policy on the website or warranty agreement that explicitly states this limitation.I am requesting that the company honor its warranty by either: Providing a case of my choosing of equal or lesser value, regardless of brand, or issuing a store credit equivalent to the amount I paid for the original case so that I can select an appropriate replacement.

  

  Business Response

  Date: 06/05/2025

  Hello,

  Thank you for taking a moment to advise of your complaint. I will reach out to you directly to resolve this matter. 

  Thank You,

  Keziah

• Initial Complaint

  Date:11/22/2024

  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.

  Good evening *********** am writing to follow up on my previous communication regarding order #*******.After your team was unable to assist me, I contacted the courier service directly to resolve the delivery issue. While I have now received a package, there are significant discrepancies with the order:Missing Items:- Twinkle Disco MagSafe - iPhone 16 - Karat Soap Bubble MagSafe - iPhone 16 - Mini Travel Tote - Mini Phone Grip - Phone Grip - Glass Screen Protector - iPhone 16 (3 pieces)- **** spade new york Aluminum Ring Lens Protector Set in Stone - iPhone 16 / 16 Plus - **** spade new york Crystal *** MagSafe - iPhone 16 Incorrect Items Received (iPhone 16 Pro versions instead of iPhone 16):- Glass Screen Protector - iPhone 16 Pro - **** spade new york Aluminum Ring Lens Protector Set in Stone - iPhone 16 Pro / 16 Pro *** - **** spade new york Crystal *** MagSafe - iPhone 16 Pro I have attached photographic evidence of the incorrect items received.I am willing to return the incorrectly sent iPhone 16 Pro accessories and request a refund for all the missing items from my original order.Please advise on how to proceed with this resolution.Thank you for your attention to this *********** regards,Mishti

  

  Business Response

  Date: 12/02/2024

  Hello,

  We are in communication directly with this customer and are aware of the concerns. 

  Thank You,

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am highly disappointed with case mate I upgrade my phone and purchased multiple case mate case I purchased a total of 8 within 2 months totaling more than $350 for my ******* galaxy s23 plus and s23 ultra I thought the cases were more for esthetic than protection I am highly disappointed that these cases literally fell apart while using them splitting in two and one not fitting properly leaving a gap at the top of the phone i have made several attempts to have these cases replaced but because they are out of warranty with the store and company I purchased them from I can't and stuck with and out of $160 I have contacted target who I purchased the cases from and I have contacted see mate I have a total of four damaged defective cases through email I have begged two people to processed the warranty for two cases because the other cases are not available online I have been ignored I will not ever ever purchase or recommend this product to anyone ?? I am frustrated and highly disappointed with spending my money on cases that are just esthetically pleasing but are not good quality does not protect my phone it is false advertising at its finest and then to argue and beg a company to do what is right and replace the defective damaged cases is extremely disheartening

  

  Business Response

  Date: 10/18/2024

  Hello, We have offered to replace the customers items with what we have available. Our warranty states we will replace under warranty as long as we have inventory available for the specific device size. We have even went above and beyond and offered to waive the shipping cost for the customer and the customer is still not satisfied. I have attached our response. 

   

  Thank You,

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22439592
  
  I am rejecting this response because: the company has ignored me for over 2 weeks I have tried to resolve this with the company the two representatives are ignoring my emails and refusing to process the replacement cases i have provided receipts and pictures of the damaged cases and they are ignoring my emails 
  
  Sincerely,
  
  Coco *****

  

  Business Response

  Date: 10/21/2024

  Upper management has been in communication with the customer. Customer is refusing every offer made to rectify this situation. 

• Initial Complaint

  Date:08/12/2024

  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 first purchased this case Mar 13, 24 in addition to other Case Mate products for my new phone. After less than 2 months of owning it, the back of the case started to peel and lift. I didnt necessarily remember removing the protective film, so thinking it was the protective film I peeled it. It clearly wasnt the protective film and the case was ruined.I really liked the aesthetic and understand that there can be an issue with one item, but doesnt mean the product is bad quality, so I purchased a second case May 26, 24. A couple of weeks ago (less than 2m again), the case started to peel. This time I left the protective film on purposely thinking it would help hold its quality. You can see in the photos the protective film vs the actual case is peeling.On Aug 8,24, I contacted Case Mate customer service explaining this issues and explicitly stated that I would like to choose another case as this style is defective.That day, I received a communication requesting receipts that same day (I had sent photos in my original message).On Aug 9, I received a generic notice that my request was approved with a link and instructions. This looked like a credit refund minus the original shipping and handling so I proceeded. Once I finalized the transaction it was more clear that this was an exact replacement of the original case : 2 of them, and I was paying for shipping.I immediately reached out explaining that I did not want 2 of the same case as they are defective. I simply want 1 new case in a different quality that is not defective. Customer seems explained that they cant offer a different product and it was too late to cancel thetransaction that was placed 10min prior.After much back and forth, customer service only repeated the same statements. My issue was raised to a supervisor who only stated the same thing and was clueless on the details of my case. I simply want a new case in a different quality that is not defective.

  

  Business Response

  Date: 08/13/2024

  Hello *******,

   

  Thank you for taking the time to point out your troubles. We have been speaking with you the last couple of days to resolve this matter. We have sent you a replacement of a different case in hopes that this case would be more suitable for you. I have sent and email to follow up with you to continue to rectify the matter. Thank you for being a valued Case-Mate customer.

  -CS Supervisor

• Initial Complaint

  Date:04/29/2024

  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 purchased a Case-Mate case from the online ****** Store in October 2023. The case malfunctioned earlier this year and I am trying to file a warranty claim. The warranty claim website is intentionally (in my opinion) confusing and also non-functional. After filling out all the requested details and uploading photos, I click submit on the claim and it tells me to "Please upload proof images". Which I have already done.

  

  Business Response

  Date: 05/22/2024

  See attached

• Initial Complaint

  Date:03/02/2024

  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.

  Was lied to about overnight shipping was advised by a representative named ***** of my phone case doesnt arrive on 03/02 to contact them back I contacted them back and now they are LYING TO MY FACE REFUSING TO REFUND THIS ORDER I PAID $$35 to overnight it Hello again not what I was told It says if It doesnt arrive 03/02 to contact you guys so why are yall playing around ****** ****************** Mar 1, 2024, 3:06PM EST I am sorry this process is not what you were expecting. Our warehous is not open at midnight to ship orders, your order shipped as soon as we opened and is scheduled to arrive tomorrorw. We are happy to assist you further if your order does not arrive by the next day which it tomorrow 03/02. Kind regards,****** ****************** Representative

  

  Business Response

  Date: 03/04/2024

  Hello,

  I am sorry to see there was an issue with your package moving through transit. I will reach out to you directly on the open ticket we have for you so we may get this resolved for you.

   

  Thank You,

• Initial Complaint

  Date:02/06/2024

  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.

  Purchased a phone case from Case Mate 7 months ago in May of 2023, with the promise of Case Mate's "12 foot fall protection" rating within their warranty. However, today my phone took a 2.5 foot fall to the ground off my lap as I was getting out of the car, with Case Mate's case on my Pixel 7a, shattering the phone screen in the bottom right corner.Case Mate customer service offered to replace the case with a new one, but was not helpful on who's responsible for the costs of the phone screen that now needs to be replaced.I am requesting Case Mate help me cover the cost of the screen replacement as I placed my trust in this company to protect my device, and their device failed, resulting in financial damages that I am unable to afford right now.

  

  Business Response

  Date: 02/23/2024

  Hello *****,

  We are sorry to hear about your incident. We will reach out to you directly to discuss this matter.