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:10/21/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Paid $35.50 for a phone case described as Protective and Shockproof and what turned up was a cheap flimsy plastic case that I could have bought from **** for one dollar. Disgusting piece of rubbish. Have phoned ,no one answers. Have followed the return guide by emailing and receive auto email stating to use the chat feature which I have done 3 times and no response. Reviews On ***** ***** state not to use this company (wish I had seen them before I gave money to these criminals) I want to return the product and receive a refund. Please help.

  Business Response

  Date: 11/14/2024

  Dear BBB,

  At Gorilla Cases, we take customer satisfaction and transparency seriously, and we appreciate the opportunity to address Ms. **********'s concerns. We are committed to upholding the quality and value of our products, which are specifically designed with protective and shockproof features and are constructed from materials that meet our high standards.

  We understand that Ms. ********** expressed dissatisfaction with the product’s materials and comparisons with other companies' offerings. However, we stand by the quality and specifications of the product she received, which was exactly as described in our listing.

  Our policy regarding returns and exchanges is clearly outlined in our terms, including that we do not offer refunds. In instances where a customer may wish to exchange an item, they must cover the cost of return shipping. Unfortunately, Ms. ********** refused to cover these shipping costs, making it difficult for us to process an exchange as per our policy.

  While we recognize her disappointment, we respectfully disagree with the characterization of our product and services. We have always aimed to provide our customers with high-quality, durable cases, and we regret any confusion or dissatisfaction caused by differences in market products. We also want to note that our team has consistently responded to all inquiries through available channels, even though there may have been a delay due to high volumes.

  Thank you for allowing us to clarify our position, and we hope this response provides further insight into our commitment to our policies and product standards.

  Sincerely,
  The Gorilla Cases Team

  Customer Answer

  Date: 12/02/2024

  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.
  
  
  
  Regarding the above complaint. I confirm I did respond to you stating that I had no communication from the company. In their response they said they tried to contact me to arrange for me to pay shipping cost for an exchange. I never received a text or an email or any contact from that company at all so they were lying in what they have said to you. It is clear that they are not going to provide a refund or to contact me directly but I don't want it known that I didn't do what they said because they never tried to contact me at all. This company is full of criminals. If you look on ***** ***** you will see loads of reviews where people are really unhappy and I've been cheated out of money from them. 
  
  
  
  Regards,
  
  
  
  *** **********

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 10/16/24
  ORDER #**** was for a PINK CASE, I was sent a BLACK case.
  Also appears fake as nothing says Gorilla Case!
  
  Want full refund

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Gorilla Cases regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 requested to cancel and refund this order 2 days after completing before the order shipped. In the first email I request a cancel and refund and received no communication from the business. The second email requests a response and still nothing. The 3rd email was sent after I received notification from the site that the product would be shipping and a label was created. The business still has not responded or attempted to refund the order.

• Initial Complaint

  Date:08/19/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 phone cases for my iPhone 15 Pro Max on August 3, 2024. Today is August 19, 2024 and I haven’t received it. Order ***** *$44.99). I did receive a confirmation email immediately after I placed the order but I never received an email saying it was shipped nor did I get any tracking information. I have emailed ************************** 3 times with no response.

  Business Response

  Date: 08/19/2024

  It is a iPhone 16, they won’t start shipping until the last week of August this will go out the purchase order. The phone is not released yet the product is still being manufactured and getting ready for shipping. 

  Customer Answer

  Date: 08/28/2024

  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.
  
  
  
  When I ordered my phone, I thought it was an iPhone 16 Pro Max because that is what it says on the box (see in photos), so I ordered the case for iPhone 6 Pro Max from you. Because it was taking a while to get it, I went ahead and went to the local **** store to see if I could get one there. The customer service Rep told me that my phone was an iPhone 15 Pro Max. I showed him the box, though he thought that was strange, he again told me it was in fact an iPhone 15 Pro Max. We chose a case that is specifically for the iPhone 15 Pro Max and it fits perfectly. Please see the attached photos that shows including the screenshot of my model name/number and serial number that matches the box that says iPhone 16 Max Pro. Since I don't have an iPhone 16 Pro Max, I have no use for the case I ordered. I'd like to cancel my order for a full refund.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a cellphone case from the company. The case blocks or limits cell phone reception and does not work with magnetic charging as stated. I found the refund policy after the case arrived. I was willing to pay a restocking fee. In exchange for a partial refund.

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 and received a different one.
  
  I sent in chat the information about the case I received and what I actually ordered. I'd like a refund please. The case sent is not the same and looks used with a ring on the back of the case sent and a label for someone else that is not myself from ******.
  I've emailed, used the chat option amd called and have not received a response.

  Business Response

  Date: 07/19/2024

  I hope this message finds you well.
  Thank you for reaching out to us regarding your recent order of the Galaxy S22 Ultra glitter case. We strive to ensure that all our customers are satisfied with their purchases, and we truly regret to hear that you are not happy with the case, despite it being the correct item and including a complimentary ring attachment.
  I understand your disappointment, and I apologize for any inconvenience this may have caused. As per our company policy, which is clearly stated in our terms and conditions as well as our refund policy, we do not offer refunds. Instead, we provide exchanges or store credit to allow our customers the flexibility to select a different item that better suits their needs.
  While we have made every effort to accommodate your request by offering a store credit, I understand that this solution did not meet your expectations. I assure you that our intention is always to provide the best possible resolution for our customers, within the framework of our policies.
  We truly value your feedback and your business, and it is disheartening to hear that our attempts to resolve this issue have not been satisfactory for you. If you would reconsider the store credit option, we would be more than happy to assist you in finding a product that you love.
  Please feel free to contact us if you have any further questions or concerns. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 07/22/2024

  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.
  
  
  
  The case I received was not the case I ordered. The case I ordered has a screen protector included, the case sent did not. Also the complimentary ring attached is something I would never use and when purchasing the original case there was nothing said about a ring being attached. I have tried to reach anyone to remedy this through email, chat and phone and have yet to have anyone respond. I have the call logs, screenshot of chat messages and emails showing that I have reached out numerous times and have no response. If the actual case I ordered can be sent, I would be fine with that, as long as it's the actual case I ordered with screen protector. Also, the case I received was in a separate package with someone else's name and address. I don't believe that it was a new case.
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:05/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 ordered a gorilla case for my Galaxy S24+. I received the case. It's big and heavy which is not my complaint. I don't believe it stands up to their claim of being waterproof to a certain degree, or at all. After putting the case and cover on, i noticed that there's a one and a half inch by sixteenth of an inch gap right above the camera lens. Water gets in there VERY easily. I've sent them several emails which have gone unanswered. I simply want my money back for this item. I'm not upset. I'm just very disappointed that they don't even answer emails. As state that I've sent several that have gone unanswered. I'm hopeful that you can assist. Thank you for your time.

• Initial Complaint

  Date:05/18/2023

  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.

  On 02/23/2023 I paid for a ******* ****** *** ultra wallet case from gorilla phone cases. Order number is 6637. On 02/27/2023 I got notified that the order had shipped. Received the package on 03/04/2023. I immediately opened it so excited for the new case. They sent an S22 case instead. I immediately emailed them requesting the overnight the correct case and a return label for the incorrect case to be returned. I got no response from them. It was only after I told them I was going to dispute the charges as fraudulent activities that they responded. They said they would get a tracking number for me for the replacement. I have gotten the run around and I was over it so I went to my bank and they said give it a few more days for them to respond then they would start the dispute process. Yay funds returned. Until yesterday. I received an email stating that since they had a delivery notice they would be taking that money back out of my account. So once again I have a case that will never work for the phone I have and am still out $45.

  Business Response

  Date: 05/18/2023

  This is not accurate the bank sided with us. 

  Customer Answer

  Date: 05/19/2023

  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.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  Corriene *********

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 ordered a s23 case, they delivered a s23 ultra case to me. In attempts to reach them have been unsuccessful. Would love to receive the product I paid for, all the receipts I have from them explicitly say s23 case not s23 ultra.

  Customer Answer

  Date: 04/21/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Gorilla Cases regarding complaint ID *******3.
  
  
  
  Regards,
  
  
  
  ***** * ***

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 March 17th, I searched the internet for an ****** Wallet for my ****** *** *** ** cell phone. I identified a product of interest. The product description included a Wallet for credit cards and a case for the phone. I placed the order on March 18th. I received the product on March 22nd. It was not what I ordered. I immediately contacted Gorilla Case through their email and chat communications. I requested the product that was advertised or to return of the product shipped and return of my money. The alleged owner told me he couldn't accept any returns with the following message: "You didnt order the wallet case ? thats not our fault and we do not have refunds. I am sorry for your mistake but do to covid-19 we do not accept any returns due to the liability of getting sick." Interesting, he wasn't worried about Covid when he sent this product that was made overseas to me.
  
  I was not satisfied with the product nor the 20 plus messages shared between me and the Gorilla company. If needed I can share all of the correspondences between the Gorilla representative and myself.
  
  After placing my order on March 18th with Gorilla Cases, later that evening fraudulent charges started to appear on my card from several retailers throughout the country and in Germany. *** saw the activated shut down my card. I’m not accusing Gorilla of anything but it seems awful suspicious that this occurred after sharing my personal financial information, especially based on attitude of this represented and how they've treated me as a customer.
  
  The bottom line is, I'm not satisfied with this product and I want to return it and demand the return of my money..

  Business Response

  Date: 03/24/2023

  As you can clearly see you ordered the case for $41 and didnt order the wallet case for $49 ? There is a difference and they didnt order that so I am not sure what you want me to say. I clearly explained to the customer that he ordered a case that was not a wallet case which it clearly shows on the order as well as the picture.The customer argued with me that he ordered a wallet case and he clearly did not there are ways to tell, the case he ordered has a price of $41 the case that he wanted was $49 this clearly shows that this is not true. Moreover the customer wanted a refund and I explained to him we do not have refunds we only have exchanges for store credit and he refused once again claiming that we sent him the wrong case. Now we are here I explained to there there is nothing we can do we stopped our policy durring covid-19 and we kept it. He disreguarded it, If it was our fault I would have reshipped the item, but in this case we did not make a mistake. Sometimes he actully had mistakes like color or wrong phone size or even the wrong item. In this case the order was compleated after our new triple check policy. The customer must take personal accountability for his mistake and it is wrong to blame us for his mistake. If I order pizza and say pepperoni and call back and tell them they wanted sausage and I want a refund the pizza company doesn't have have to honor this since it was the customers mistake. a phone case is treated a perishable item people sweat on them, spit on them, they have peoples hair, skin cells, and other bodily parts on a phone case. A study was done that showed a cell phone has more bacteria than a toilet, Then it goes to the point of only unopened cases can be returned .... well that didnt work. people told us that never used the case and they send it back to us and then we open it and it was used. After so many times we stopped accepting returned items period.

  Customer Answer

  Date: 03/24/2023

  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.

  First and foremost, I didn’t order a pizza. If I did, and it was not correct, I would
  not have accepted it. However, we are not talking about pizzas. In my desire to find
  the best product, I searched the internet for a Wallet for my ****** *** *** **.
  Not a Case. Google identified many different Wallet products available from
  different companies. I liked the features and product look of the Gorilla product.
  The product features included a place to store your credit cards, identification, a
  case for the phone, hands free stand built into the product, and the ability to
  charge your phone via a magnetic wireless Charger. I ordered the product featured
  in their advertisement on March 18, receiving it on the 22nd of March. I immediately
  contacted customer service. Simultaneous to sending the email there was a feature
  to chat with the organization. That’s when I engaged in these meaningless
  conversations and insults with whoever this respondent is. I expressed my concern
  that the product received is not what was advertised and what I ordered. At no
  time did this person attempt to resolve my concern. The communications quickly
  went negative. He claims that he offered me an exchange for a store credit. That is
  a blatant LIE. He never offered to exchange the product. At some point he
  indicated I could have ordered the entire Wallet for $49. Instead, he attempted to
  convince me that the product shipped was what I ordered. He further told me that
  he couldn’t accept a return because of possible Covid contamination. That was an
  unusual statement since the product’s origination is from a country believed to be
  the possible origin of Covid. His statement about contamination concerns is a
  complete contradiction to his overall policy statement. However, none of these
  alleged policies were shared before I purchased this product. ****** also
  represents Gorilla Cases in their product line. Had I purchased this product through
  ******, we would not be having this conversation, because they are a reputable
  organization and only deal with reputable products. Obviously, that’s not the case
  with this organization. I believe this is a misleading advertisement and not a
  customer mistake. In closing I want the product I believe was presented or the
  return of my money. I’m sure Gorilla is a reputable company however I question
  the credibility of this representative; I’ve been communicating with.

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