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Business Profile

Cell Phone Accessories

Gorilla Cases

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Accessories.

Important information

  • Customer Complaint:
    Consumer complaints and scam tracker reports concern misrepresentation of products, sales issues, refund issues and/or non receipt of products purchased.  Consumers indicate if they did receive the product, it was completely different from the product that was ordered or stated they did not receive the product at all. The items that were received included a gift receipt from Amazon that showed the cost of the item was half the original cost. To date, the company has responded to some complaints forwarded by the BBB, but some complaints remain unanswered. 

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 16 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Delivery 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.
    Hello.
    I ordered one heavy duty case to my iphone 15pro and two wireless chargers
    . Total cost of 130€. It was 23.of may so more than one month ago. They still didnt sendet it. I tryed to contact then many times but no answer. I paid with ***** *** so there must be some help with these pirats? ****

    Business Response

    Date: 06/26/2025

    The customers item was shipped he is international so he may have had gotten anxious but the items were shipped. He will get them very soon, sometimes when shipping international there is customs issues along with other clearance issues. I sent him the email with the tracking information and here it is - **************************************************

    he can go to this link and follow his items and it looks like he will get them this week. 

  • Initial Complaint

    Date:05/29/2025

    Type:Delivery 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 ordered a phone case on 4/4 of this year, the GlidePro for Pixel7, paying $45 for it. A package showed up about a week later with a case that was definitely not the one I ordered, and the one I received is not shown on the website. I contacted the company saying this using the routes provided, the website chat first, which I still have not received a response, then the email address on the website and then the email address on the confirmation email. No response after 5 or 6 attempts across multiple platforms.
    I was able to find managements email address and the response was "I will look into this and get back to you". 4 days later I reminded them about my request and was told only "send images" which I did. The response was "ok if thats what you want, the one we sent it better" to which I replied "I just want what I paid for and I have no way of confirming that's the case". The response was "its done you can keep both" This interaction took place on 4/25
    I gave it a month to show up, so far nothing has, I requested a confirmation of the package being sent, which has not been responded to and the listed phone number is not in service, today is 5/28.

    Business Response

    Date: 05/30/2025

    The customer ordered a phone case, they got a pixel 7 slide camera case. We sent them a case they did not like that model. So we reshipped the item. The customer jumped to conclusions and filed a complaint before we could remedy there concern. Also we have had issues with inventory since the tariffs, we assured the customer we would address the concerns and we did. The customer was shipped both cases and we also told they to keep the first case. 

    Customer Answer

    Date: 06/02/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


     I did NOT receive a slide case, I received a hinge case, and I am fine with it, but its very clearly not the item I ordered. Any attempt I have made to find out what case I was actually sent was unanswered. My first order was received after less than a week so I figured a month meant something had happened in shipping. A request for a shipping confirmation was requested by me on Monday the 26th in the same email chain I have been communicating with the business on that went unanswered a full 24 hours before the complaint to the BBB was filed, so I do not feel the "jumping the gun" accusation is justified given the opportunities I have given the business to communicate and the window of time I have allowed to pass for this situation to be resolved. 

      Regards,

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

    Business Response

    Date: 06/05/2025

    I am not sure what more I can do we sent the customer 2 items. We sent him the first case it was an upgraded model, the phone that the customer has is nearly 4 years old, we sent him a updated model. He was not happy so we had to wait due to the tariffs to get the old model. We sent him that as well. The customer got 2 cases, we told him to keep both. 

    Shipment history
    USPS: **********************
    Sat, May 31
    11:53am
    Delivered, In/At Mailbox
    ***** **** ****** ** *****

    You can see we actually sent him the second item, I am not sure what more we can do. 

    We sent the customer 2 phone cases. He got the old model, as well as the new upgrade model. 

    Customer Answer

    Date: 06/06/2025

    Better Business Bureau:
    I have indeed received the second case, so I am satisfied with the results. However, the package was post-marked the 29th, a full month after the business had shortly informed me "its done you can keep both" and a day after I had filed my initial complaint to the BBB and the business assured me they had already resolved the issue. This is clearly the business operating in bad faith. I have no need to take any further action, however if the business had initially acted professionally to an honest mistake things would never have had to go this far. Please treat future customers with more respect than was showed to me.  

    Regards,



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

  • Initial Complaint

    Date:04/11/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 complaint is separate from my other one for this same company. I ordered another case. It was the wrong case for my phone. I spoke with the buisness and they said that they would give me credit but I had to return the product. Which is completely understandable.

    They said they were going to send me a shipping label but I never received it. I asked them if they were emailing me the label but they stopped responding.

    It seems like they say they will refund me but the issue is they are not refunding me or giving me an address to ship the product back. This appears to be intentional and follows suit with my other complaint

  • Initial Complaint

    Date:04/11/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 the wrong case. I sent an email and also contacted them through their chat feature on their website. They canceled the order but never credited my account. They said it could take up to 14 days. It's been longer than that. They are no longer responding to me

  • Initial Complaint

    Date:03/06/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 on phone case on 2/09/2025 and have yet to receive it. It has been sitting in California for almost a month. I contacted the post office and they stated they are waiting for the product from the shipping company. I emailed the shipping company ******** and they stated they do not have it and to contact the merchant. I e-mailed GC and they responded with telling me to wait because shipping takes awhile (lol not almost a whole month) and then their second response was "what would u like us to do? " I emailed them back twice since that email and have received no response. If they cannot resend me a phone case, then I want a refund. This is completely ridiculous. I see why they have complaints

    Customer Answer

    Date: 03/27/2025

    Better Business Bureau:



    At this time, I have not been contacted by Gorilla Cases regarding complaint ID *********



    Regards,



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

  • Initial Complaint

    Date:02/18/2025

    Type:Product Issues
    Status:
    Unanswered
    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 a phone case from this company, believing that it was well- designed and well-suited for my needs. I should've trusted my instincts, however, as their customer service left a great deal to be desired (emails and "chats" were completely ignored, and their phone number leads to an automated message that doesn't show for messages or speaking to anyone). The case arrived, I put it on my phone, and realized immediately that it was poorly designed and not well-suited for my needs. It was on my phone for all of 5 minutes (and a good part of that time was just me removing and reinstalling the case screws). I repackaged the case and emailed a request for a refund. They didn't respond. I emailed again. They responded with nothing but a link to their website refund policy page, which states that they don't issue refunds due to "hygiene" concerns with "used" products. I responded with a screenshot of their website's shopping page that clearly states "Satisfied or Refunded... we do our best to work with customers." They again responded with a nothing but a link to their website refund policy page. The only time I actually got an original, human response from the company was when I threatened to pursue a charge-back from my bank. They advised that they would fight it and win.

    Customer Answer

    Date: 03/14/2025

    Better Business Bureau:



    At this time, I have not been contacted by Gorilla Cases regarding complaint ID ********.



    Regards,



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

  • Initial Complaint

    Date:12/30/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    Date of Transaction: 12/25/24 Amount Paid: $41.80 Item Ordered: Pixel 5 Waterproof Case | IP68 Waterproof ****** Pixel 5 Case with Built-in Screen Protector × 1 Nature of Dispute: product not shipped or received. All attempts to contact the merchant (phone, email, etc) have been unsuccessful and they remain unresponsive. Request for cancellation and refund.

    Business Response

    Date: 12/30/2024

    The customer ordered on christmas day? our store was closed for the next 2 days. it has been 5 days since the customer ordered the item? it was shipped on day 4 once we came back from break. The customers item is shipped already 

    Customer Answer

    Date: 12/31/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Neither website nor original purchase email made no mention of delays because of planned store closing. Email with tracking was only sent after BBB involvement. The USPS tracking received shows the product has not been passed on to shipper as of December 31.

    "We were notified by the shipper to expect your package for mailing. A delivery date will be provided when USPS receives the package."

    Gorilla Cases store website showing the status of order #***** does not reflect any update.

    "We’ve accepted your order, and we’re getting it ready. Come back to this page for updates on your shipment status."

    Considering all these aspects, requesting order be cancelled and payment refunded.

    Update: Order #***** was sent even though it was to be cancelled due to delayed shipping, with the purchase amount $41.80 to be refunded. The package was received on 1/6/25 (see attached USPS verification), remains in the state it was sent with the outer packaging unopened (see attached photos of package), ready and waiting to be returned. Please have the company, Gorilla Cases, send on the return shipping label and refund the purchase.


    Regards,

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

  • Initial Complaint

    Date:12/19/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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 made two orders and the second order arrived on time. The packaging is identical to a cheap Chinese product from ******. None or the packaging is marked with the brand or gorilla glass. It is obvious that this company is peddling cheap products on an established reputable name.

    The other order has not been fulfilled and is why I am making this complaint. They received my money and never shipped the order or refunded me. All of their contact phone numbers are disconnected. The customer service messaged me a few times in response to my emails. Now I only receive an automated response telling me to use the online chat function. Which doesn't exist or I just can't find it on the website.

    Business Response

    Date: 12/30/2024

    The customer ordered 2 items by mistake and was refunded on the second item. 

    Customer Answer

    Date: 12/31/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
     Good morning, I have gone through and checked my online debit accounts.  I have also check my e-payment services to be sure and have found no refund deposited or pending.  I don't see any proof that the refund was issued.  

    The status on the website account appears to have been changed since I made the complaint.  It reflects a partial refund and not a full or complete refund.  I'm not sure why it would only be partially refunded or how long they claim an electronic refund should take.

    Regards,



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

  • Initial Complaint

    Date:11/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Date of Transaction- 10/11/24
    Order # **** Was sent the wrong color case and the metal case interferes with my cell phone signal making reception poor.
    Multiple attempts to contact company (chat bot, email and phone calls were unsuccessful)
    Refund/return requested and was sent canned return policy quoting the infectious contamination of cell phones as a reason to deny return despite their website stating clearly "Satisfaction or Refund". I am a physician with extensive experience in infectious disease. Yes cell phones can be filthy but so can any other consumer products that people come into physical contact with. Also this was a brand new, never previously used phone.
    I am certain if my $1000 phone has a manufacturing defect, ***** will not deny a refund because the phone was handled

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

  • Initial Complaint

    Date:11/12/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    Date of Transaction: 10/18/24
    Amount Paid: $49.49
    Item Ordered: iPhone 16 Pro Max Phone Case
    Nature of Dispute: product not shipped or received. All attempts to contact the merchant (phone, email, etc) have been unsuccessful and they remain unresponsive.

    Business Response

    Date: 11/12/2024

    Item is out of stock customer was refunded?

    Customer Answer

    Date: 11/13/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    I was never communicated to that the item was out of stock. A refund has not been mentioned to me by the business, nor has it been received. When was this refund processed and how was I notified? Furthermore, why did the countless contact attempts go ignored?  When can I expect to receive this refund?



    Regards,



    **** ****

Gorilla Cases is NOT a BBB Accredited Business.

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