We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cell Phone Equipment

Case-Mate, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Look what happen to my phone from ur case and case is cracked and dont if u can see it in the pics I have not had the case long and all this was because ur case is not safe for my phone and it only feel out my hand so no my iPhone 13 is messed up because case cant stand fulling out my hands about two feet and only had the case a few month so u better take care of my phone and case or I am getting a lawyer

    Business Response

    Date: 08/23/2023

    Hello, We have received the complaint and will reach out to the customer directly.

  • Initial Complaint

    Date:11/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 dropped my phone several times in the past, and this case after it slipping out of my hand, the whole back shattered. I have had this phone for 6 years. Purchased from ******* and it's also the most I have spent on a case. Such a waste. I think the company should not be allowed to say it will handle a fall, when clearly others are experiencing the same issue. They should have to stand behind their product claim and repair shatters.

    Business Response

    Date: 08/23/2023

    Hello. We take all complaints serious and will reach out to the customer to try to assist.

  • Initial Complaint

    Date:11/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 this iphone case below on 02/09/22 via Case-Mate's website (see receipt attached). Recently, I accidentally threw the case away because of its poor condition. I am placing a warranty claim for a replacement and I cannot provide a picture. I have proof of purchase of this case --why isn't there an exception that will allow a replacement if you have a receipt but do not have a picture? I spoke to your customer service representatives ***************************** and ******* and their customer service was terrible. They made no effort to come up with a solution to make this right or to think outside of the box. Now I'm forced to buy another case simply because I can't provide a picture? Your competitor **** has a MUCH better warranty replacement policy --- if this issue can't be resolved then I'll buy my cases from them from now on.

    Business Response

    Date: 08/23/2023

    We are reviewing the customers request and will reach out to try to resolve the matter.

  • Initial Complaint

    Date:10/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 two phone cases with holster that came with a lifetime warranty. both cases eventually broke. Filed for a warranty replacement. They are giving me the run around. They say I only have one case. I sent them proof that I bought two cases and both of them broke. They will not honor their LIFETIMED WARRANTY so I am done with them and want a full refund. I refuses to do business with a company that will not honor their word. $100.00 REFUND

    Business Response

    Date: 08/22/2023

    Hello, According to our records we resolved this claim with the customer on 10/14/22. We sent the customer two cases to replace the two damaged ones.

  • Initial Complaint

    Date:08/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 on of Case-Mates iPhone 13 Pro *** lens protectors via THEIR online Amazon store. When it arrived, I opened the cardboard pouch it was sent in, and hundreds of sherds of glass poured out. Only a few pieces were big enough to pickup by hand without cutting myself. The rest had to be vacuumed. Photo shows some of the pieces that stayed large enough to photograph. Others fell apart while trying to pick them up. I contacted the company via their warranty claim status, and they refused to honor their warranty, saying their own Amazon store isnt authorized to sell their products, and theyre not going to honor their warranty. I tried Amazons claim process, too, but they require me to send the damaged product back to them. Its in hundreds of pieces, and combined with all the contents of my vacuum bag. These companies need to be held liable for honoring claims posted on their websites and packaging. This is the only other time I will attempt a refund before filing suit against them.

    Business Response

    Date: 08/22/2022

    Hello,

     

    We are sorry to hear the consumer had an issue with their item. This consumer did reach out to us by email. Under normal circumstances we would replace the item for the customer at no charge. Based on the information the consumer provided, the item was purchased from an unauthorized re-seller. Because of this the item is not covered under our warranty. Our warranty covers the item as long as it shows purchased from one of our authorized resellers. We suggest the consumer reach out to the seller they purchased from for a refund, as we cannot vouch that the items was received in new condition because we did not sell the item to the customer.

     

    Thank You,

    Customer Answer

    Date: 08/22/2022

     
    Complaint: 17749917

    I am rejecting this response because:

    If unauthorized sellers are selling this companys products, that is the problem of the company, not me. It makes it even worse that the manufacturer apparently knows this is happening and is not doing anything to protect the consumer. So which is it: Case-Mate is either allowing a well-known venue, like Amazon, to defraud their customers, and is doing nothing about it, or is there a blanket deny all warranty claims, or does Case-Mate pick and choose which valid warranties they want to honor, and throw in random stipulations at their whim?

    Even on the product packaging, regardless of who sells it, the manufacturer guarantees their product.

    Either way, Im tired of dealing with these fools who think they can just s**** over anyone they want. This $20 POS lens protector, which they couldve just replaced under its valid warranty claim, is now going to cost them way more in court fees. Im forwarding it to my attorney, whos on retainer for just such instances. 

    Sincerely,

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

Case-Mate, Inc. is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.