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:05/02/2025

  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.

  Replace screen and ***** stated he changed the charge report for free since I worked in the mall. They warranty on the quality of the screen. Phone on desk in a box for 4 days. Screen continued to dim so I took the item back to store. ***** stated the charging port needs to be replaced which he stated he already did and I would have to pay for another screen since its not under warranty he stated the warranty is on the quality of the product and functionality. Also state terms on receipt. Still has his phone. Needs replacement or billing adjustment

  Business Response

  Date: 05/02/2025

  We performed a successful screen repair and provided a complimentary proximity sensor to assist the customer with recovering important data from a severely damaged phone. After the repair, the phone was functional and returned in working condition. The customer later returned claiming charging issues and a dim screen. We explained that a new charge port was needed, which was not related to the initial screen repair. The screen they returned with was damaged internally, despite their claim that it had been in a boxthis type of damage cannot occur without external force.
  
  
  We understand the customer is upset, but the phone was returned to them functional, and the screen damage occurred after our service. We take pride in our work and do not believe a billing adjustment is warranted in this case.
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  My screen cracked when I put my phone in my pocket. Everything still worked but I wanted to not have a cracked screen. These guys replaced it and now parts of the touch screen do not work. They claim now there is no warranty but they said before they put it on that there was.

  Business Response

  Date: 07/22/2024

  Hello,

  we are sorry about your inconvenience and we do provide a one year manufacturer warranty on the part that we replace. As long as theres no physical damage on the replaced part in this instance on your screen, if there was no physical damage on it, we Can replace the screen for you, but if you broke your screen again, we cannot be held liable for personal damage on the screen. People break their phones and we cannot be held liable for that, but if it is not physically damaged, and somethings wrong with the screen, we will replace it.  

• Initial Complaint

  Date:06/26/2023

  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 just had the worst customer service experience! My daughter had her iPad screen replaced and an expensive screen protector put on here about 4 months ago. I bring it in today because she needs a new screen protector. Well turns out there is a huge crack UNDER the screen protector. The one that is advertised to not break even with being hit by a hammer etc. false advertisement for sure. So not only did THEIR screen protector break, but THEIR screen as well. This is not the first screen protector I’ve had to fix with them either, my husbands began lifting only a short time after putting it on. They proceed to tell me they are going to give me the screen protector for $15 then. NO. I’m not giving you any more of my money. So he says he will give me the screen protector for free. Well sure now we have a covered screen but the cracks underneath are there. They refused to stick by their product. Even compared it to hitting a piñata. It could break or not. So I speak to the owner and he says he can replace the screen but for $80. Are you out of your mind ?! I’m not giving you another dime of my money. They will not be getting any service from me anymore ever. I urge everyone to watch out or steer clear of this retailer. *******************************************************

  Customer Answer

  Date: 06/26/2023

  I originally wanted the screen repaired and I'm not giving them any more money.  They refused to do that 

  Customer Answer

  Date: 06/26/2023

  I am looking for them to either fix it or refund me the money I paid to replace the screen that broke shortly after 

  Business Response

  Date: 06/26/2023

  Dear valued customer,
  We apologize for the inconvenience you have experienced with our service. We understand your frustration regarding the screen protector and the cracks underneath. However, it's important to note that our screen protectors are designed to provide an extra layer of protection against scratches and minor impacts, but they may not guarantee absolute protection against all types of damage.
  Regarding your request for a free repair, we regret to inform you that accidental damage caused by the user is not covered under our warranty policy. This includes cracks or damages that occur after the initial installation. However, we do offer repair services for such cases at a reasonable cost, as quoted to you by our owner.
  We genuinely value your feedback and will take it into consideration to improve our services. If you have any further questions or concerns, please feel free to reach out to us directly. We appreciate your understanding in this matter.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: ********
  
  I am rejecting this response because: This is not correct.  Reasonable cost for repair would have been at no charge if you stood behind your product.  I can certainly attest to the fact that my daughter did not drop her ipad multiple times nor throw it etc. so the fact that the screen protector AND screen broke is disturbing.  You should stand behind your product.  The screen was obviously cheap if it broke that much that quick.  It was scratched more when you all took the screen protector off as well because you had to " scrape " the screen protector off.  The screen protector was advertised to be very durable and it certainly was not.  I am just one of the many people this has happened  to with this retailer.  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 06/26/2023

  We apologize for the inconvenience you've experienced with your iPad and the screen protector. As a retail shop that specializes in phone repairs, we understand your frustration. However, please note that we are not the manufacturer of the product but a service provider that offers repairs for various devices.
  While we strive to provide the best service and quality repairs, it's important to clarify that repairs for personally damaged devices are typically not covered under warranty. The warranty generally covers manufacturing defects or faults, rather than accidental damage or wear and tear.
  If you require repair services for your iPad, we would be more than happy to assist you. Our technicians can assess the damage and provide a quote for the necessary repairs. We strive to offer fair and competitive pricing for our services while ensuring high-quality workmanship.
  We value your feedback and take it seriously. It's our goal to provide excellent customer service, and we appreciate your bringing this matter to our attention. If you have any further questions or would like to proceed with the repair, please feel free to contact us directly.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: ********
  
  I am rejecting this response because: I could see if it had been a year and I came to have the iPad repaired.  It had only been about 4 months and it was severely scratched, almost like the screen protector did not protect anything ! Now as of today her cracks have spiderwebbed so bad just from touching it.  You replaced the screen protector for free, but over a cracked screen so now you can pretty much lift the screen protector right off, it's coming up in the corners and the crack is so bad. I have spoken to multiple people who have had this exact same problem.  
  
  Sincerely,
  ******** *****

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my screen replaced in the girls said it was with the one year warranty she put a screen cover on and charge $350 the screen cover fell off in less than a month so I went back in the man put another one on it fell off in 2 days I went back ask for a different kind paid $40 he put another one on with fell right off and so I went back and he put the last one on he was yelling at me he says don't come back again but anyway my screen cracked I've had this phone for like 3 years and I broke the screen one time and now it broke right away so I don't know what was wrong with the screen that you put in there if you put it in wrong but I went back and they said I would have to pay for a whole another one so I would like to speak to someone about your warranty and why I can't get a new screen thank you

  Business Response

  Date: 05/31/2023

  
  Thank you for reaching out to us regarding your recent experience with your screen repair for the ******* **** * and the subsequent issues you faced. We sincerely apologize for any inconvenience caused.
  Upon reviewing your complaint, we understand your frustration with the screen cover replacements and the subsequent cracking of your screen. We would like to address your concerns and clarify our warranty policy regarding physical damage.
  Our company offers a one-year warranty for screen replacements, which covers any defects in the parts or workmanship. However, it explicitly excludes coverage for physical damage caused by accidents or mishandling. This policy is stated clearly in our warranty terms at the bottom of your receipt which is attached to this message.
  We apologize if there was any miscommunication or misunderstanding during your interactions with our team members. It is our aim to provide excellent customer service, and we regret any dissatisfaction you may have experienced.
  In light of your situation, we would like to recommend the following course of action. If you believe that the screen replacement was not performed correctly or if there was a defect in the replacement part itself, we kindly request you to visit our store once more and allow our technicians to assess the situation thoroughly. They will examine the screen and determine the cause of the cracking. If it is indeed due to an error on our part or a defective part, we will rectify the issue accordingly.
  However, if it is determined that the cracking was caused by accidental damage, it falls outside the scope of our warranty coverage. In such cases, we would be unable to provide a free screen replacement. We understand that this might be disappointing, but physical damage is not covered under our warranty policy.
  We value your patronage and want to ensure your satisfaction as our customer. Therefore, we would like to offer a 15% discount on the cost of a new screen replacement if you choose to proceed with the repair. We believe this gesture reflects our commitment to resolving the matter and providing you with a fair solution.
  If you have any further questions or concerns, or if you would like to discuss your situation in more detail, please feel free to contact our customer service department directly at ************. We are here to assist you and address any additional queries you may have.
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding. We look forward to resolving this matter to your satisfaction.
  

  Best regards,
  

  Barry

  Shatter & Case

  Customer Answer

  Date: 05/31/2023

   
  Complaint: ********
  
  I am rejecting this response because: I'm afraid to go back to that store because last time I was there after they put the third screen cover on the man yelled at me and I paid for the first one and the second one wasn't even damaged I brought it back it just didn't stick to the screen the man was screaming at me in the middle of the mall people are staring and he's saying don't come back here again so I'm afraid to go back
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/06/2023

  Hi it will be difficult to help you with this situation without seeing the actual device. Please call us at ************ and well try to discuss another solution.  Thank you. 

  Customer Answer

  Date: 06/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: They put 3 screen covers on incorrectly which caused the screen to break.The customer service number is the same man that screamed at me in the middle of the ************. Surely there is someone else in the company who I can speak with Please...Please
  
  Sincerely,
  
  *************************