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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:03/23/2023

    Type:Product 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 ordered an ****** ** *** *** case which is described as a double sided case with a metal sides and transparent back and front so the front protects the screen and provides a privacy feature. There are photos of the product along with the description.

    It is order #****.
    The shipping was kind of odd when a shipper told *****s tracking system 4 shipping events which were in the future, separated by 2 hours each. So, it said it was on its way to **** hours in the future. Then, it took 2 days to actually be given to ****.

    Upon arrival I opened the box and found a 100% plastic case of very cheap quality. No metal. No tempered glass. No privacy protection. Also, the back camera cover was already scratched and is made of very easily scratched plastic.

    I took a screenshot of the web page with the correct phone and a photo of the wrong case I received and emailed them to the business's listed email along with a description of what's going on.

    I haven't heard back at all.

    I now notice the English on their website is very poor and their support email is a Gmail email instead of a proper business email. So, I'm not sure if they are even a real business. They may be a scam.

    As I told them in my email, I'd like the case in the description which I paid for, or, a full refund. If they want the cheap case back then they need to supply me with an already paid for shipping label and I'll send it back.

    Business Response

    Date: 03/23/2023

    I double checked the order and it is correct. it is tempered glass, the customer has to peel the sticker off. 

    Customer Answer

    Date: 03/23/2023

    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.]

    I double checked the case and it is not as described on the website. First, it does not have the described privacy protection. Second, the screen is not tempered glass. Third, it is not a metal case. Each of these details are part of the product description. Lastly, they sent an already damaged case. When I removed it from the box and realized it's not what was promised I flipped it around to look at it from all sides and the camera protector was scratched. I immediately took a picture of it and put it back in the box. They sent some damaged case instead of the case depicted on the website.  



    Regards,



    *** *****

  • Initial Complaint

    Date:03/06/2023

    Type:Product 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.
    Order ***** placed on Feb 11th. Tracking number **********************.

    I ordered a ****** *** phone case and received a Galaxy Note22 case. It is extremely too big. I rechecked to make sure I ordered the correct thing and yes I did. They will not email me back and the phone number on their website goes to a "personal assistant" nobody picks up and then the call hangs up on you. All I want is the correct case that I paid over $30 for. This all feels like a scam from this company to he honest.

    Business Response

    Date: 03/06/2023

    The distrbutor sent the wrong size, it has been reshipped and the customer can keep the incorrect item. 

    Business Response

    Date: 03/10/2023

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

     

    Delivered
    Delivered, In/At Mailbox
    ******* ***** ** ***** 
    February 20, 2023, 11:53 am
    Out for Delivery
    CLIFTON PARK, NY 12065 
    February 20, 2023, 6:10 am
    Arrived at Hub
    CLIFTON PARK, NY 12065 
    February 19, 2023, 12:24 pm
    Departed **** Regional Destination Facility
    ALBANY NY DISTRIBUTION CENTER 
    February 18, 2023, 1:57 pm
    Arrived at **** Regional Facility
    ALBANY NY DISTRIBUTION CENTER 
    February 18, 2023, 11:20 am
    Departed **** Regional Facility
    QUEENS NY DISTRIBUTION CENTER 
    February 18, 2023, 8:13 am
    Arrived at **** Regional Origin Facility
    QUEENS NY DISTRIBUTION CENTER 
    February 17, 2023, 10:54 pm
    Accepted at **** Origin Facility
    JAMAICA, NY 11434 
    February 17, 2023, 9:39 pm
    Arrived Shipping Partner Facility, **** Awaiting Item
    JAMAICA, NY 11430 
    February 16, 2023, 5:43 pm
    Shipping Partner: *** *********** *******
    Departed Shipping Partner Facility, **** Awaiting Item
    JAMAICA, NY 11434 
    February 14, 2023, 5:43 pm
    Shipping Partner: *** *********** *******
    Arrived Shipping Partner Facility, **** Awaiting Item
    JAMAICA, NY 11434 
    February 13, 2023, 5:43 pm
    Shipping Partner: *** *********** *******
    Picked Up by Shipping Partner, **** Awaiting Item
    JAMAICA, NY 11434 
    February 13, 2023, 5:13 pm
    Shipping Partner: *** *********** *******

    Customer Answer

    Date: 03/10/2023

    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.

    The tracking details provided are in regards to my original and only order with Gorilla Cases in which the incorrect item was sent. I initially uploaded supporting documents that showed the order I was referring to. I will again attach documents that show this information privided from Gorilla Cases is still in regard to the same incorrect order. As far as I'm aware a new and correct case has yet to be shipped to me as I have not received any NEW tracking information for the correct item I ordered. I as well have still not received any direct response from Gorilla Cases. 

    [Provide details of why you are not satisfied with this resolution.]



    Regards,



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

  • Initial Complaint

    Date:02/02/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 placed an order for a samsung s22 ultra aluminum metal gorilla military heavy-duty case in red on January 23, 2023 directly through their online website: *** ********************* ***** *** ***** To date, I am still awaiting for delivery of product. I emailed customer service on January 27 and, January 31. No one wrote back to me. I then called customer service at 1 888 522 8803. It is a recorded message that automatically hangs up. I am very concerned about this. Gorilla case already charged me for a product never received. Unprofessional. Can you assist me in getting issue resolved and most importantly status of product.

    Thank you

  • Initial Complaint

    Date:01/04/2023

    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 placed an order on 12/18/22 and my credit card was charged but I never received an order confirmation email. I still have not received my order or any email about my order. I emailed support 4 times with no response. I can't create an account online because it says an email will be sent for me to confirm my email but I never get any email in any email folders. After 9 business days still no response.

    Business Response

    Date: 01/14/2023

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

    It clearly says the item was delivered. They even told their bank that I never sent them anything. If you follow the link you can see it was sent to the address provided. 

    Shame on them for doing this to us, we really sent the item and this si unfair for these things to be filed when in reality the item was sent to the customer. 

  • Initial Complaint

    Date:11/30/2022

    Type:Product 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.
    Purchased item on 8/31/2022 (ORDER #****)
    Notified service that clasp was breaking 10/2/2022
    Tried many times with no response.
    10/21/22 they responded that replacement was on way.
    Tried many times with no response.
    Never received replacement.
    I have email correspondence if necessary.

    Business Response

    Date: 12/13/2022

    The customer only had a limited amount of time. We cannot do anything if the item is out of the time frame. our terms states that you only have 2 weeks to cover that. It was out of the time frame that is why it was never replaced. Moreover its a phone case it could have dropped or there could have been damage done, our policy is just for defects and the customer only has 2 weeks to do this. 

    Customer Answer

    Date: 12/14/2022

    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 was never dropped. The issue is the clasp - that has ripped and at the joint within one month. Either poor workmanship or defective. At first I asked for replacement - in which they did not respond for weeks. Then I asked for $$ return. Which they promised a replacement. I have emails to state such. Then the replacement never arrived. That is when I took it up with you. 



    Regards,



    **** *******

    Business Response

    Date: 12/14/2022

    The customer only has 14 days to get a replacemnt if the item breaks, the customer did not buy the 1 year warrenty. If the customer contacts us and says they want a replacemnt at 15 days we cannot do it, if they want it at 16 days we cannot do it. We cannot control circumstances on what types of damage the phone case can take. We do not know if the case was dropped, if it was bent, or was assembled incorrectly. This customer did not purchase a 1 year warrenty if they di then we would have replaced the item. They did not. They are outside of the warrenty time frame we used to offer 7 day warrenty but not we offer 14 days. Often times a customers in the past would purchase a case from us and then tell us its damaged and we would send the new case and they would never send it back, or times in the past we got cases sent back to us they were not damaged and then we would lose as a company. We have a policy for a reason we have been taken advantage of for years causeing us greif and problems. The terms and conditions clearly state that we give you 14 days. We cannot make exceptions to this policy or we would not have a company. I am sorry but the customer could have purchased a warrenty that would cover them for a year. If they want they can purchase the warrenty now and we will honor it. Anything more we cannot do because we have been taken advantage of for a very long time. Also we are dealing with phone cases. Thank you so much and I am very sorry that we cannot do anything about this. For example I bought my child a tablet from ****** it stopped working after 2 months and I cannot do anything about it because I contacted them and it is out of the 30 day timeframe they told me there is nothing they can do anout it except offer me $5 off a new one. I did not contact the BBB or anyone else because I understood they it was out of the time frame . These things happen its unfortinate but our policy is that for a reason. 

  • Initial Complaint

    Date:11/28/2022

    Type:Customer Service 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 with a built-in screen protector (order# ****). I received the back of a case with a separate screen protector on 9-10-22. The case I received was not the correct case. It wasn't the case on there website. I sent them an email, with pictures, the day I received the case in the mail. They replied and asked for a video. I sent a video. They said it was the correct case. I sent a screenshot from their website and a picture of the case and emailed them back to show they weren't the same and it was false advertising. They then agreed to give me a refund after I mailed the case back. I mailed the case back and paid for a signature delivery on 9-20-22. On 10-26-22 I received the case back from **** and was told that it was undeliverable because no one signed for it and they didn't pick it up. I took it back to the post office and mailed it to them again on October 28, 2022. It was delivered but I haven't received a refund. I have a chain of 14 emails with pictures, between gorilla case and myself that I can forward to you to prove all of this.

    Business Response

    Date: 11/28/2022

    I am looking into this issue to see what happened if the cutomer didnt get the correct item, then we will make sure they get it. 

  • Initial Complaint

    Date:10/21/2022

    Type:Product 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.
    ****************************/ sent me the wrong case. emailed them with pictures of the wrong case along with invoice showing case ordered and they said they would send me the correct case. Then ghosted me. Wish I had researched them before purchasing from them as I am not the first they've done this to.

    Business Response

    Date: 11/01/2022

    it was already reshipped. 

  • Initial Complaint

    Date:10/21/2022

    Type:Product 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.
    Customer knowingly sells defective products and does not allow returns or refunds due to covid. If something is defective, it should go in trash, not back on the shelf. Forty dollars flushed down the toilet. Really?

    Business Response

    Date: 11/03/2022

    The customer got the order, ******************************************************************************************

    It says they have the item, the main issue is that we do not have refunds we only have exchanges for store credit. 

    Customer Answer

    Date: 11/03/2022

    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

     

    refund requested - dont want any more of their product. 



    Regards,



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

  • Initial Complaint

    Date:10/05/2022

    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 for a ******* ****** *** *****. After a week the case still hadn't been shipped. I tried to cancel the order. Per their website: Satisfied or Refunded We do our best to work with customers. This was on 9/14/2022. Their response was that they don't do cancellations or refunds. On 10/3/2022 a case was delivered. It was the wrong image and the wrong size. It was for an **** *** ** *** *****. I tried to call the company but, they kept disconnecting the call .So again I had to email them. They refused to correct their error. At first I wanted either to get the correct case or a refund. But after several emails and their refusal to take responsibility for their error now all I want is to return the case and get a refund for the $40.48 I paid for the phone case.

    Customer Answer

    Date: 11/08/2022

    Better Business Bureau:



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



    Regards,



    **** *******

  • Initial Complaint

    Date:10/03/2022

    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.
    On 09/24/2022 I purchased one protective screen cover for my phone believing it was "Guerilla" glass.Upon receiving the item, I discovered it was not "Guerilla Glass."
    On 09/29/2022 I reached out to the merchant, through email, within the three day time frame as per the merchant, to return the item for a refund as advertised "satisfied or refunded."
    On 10/02/2022 I did not hear from the merchant until I advised in an email to the merchant that I would file a dispute with my credit card issuer.  This merchant became extremely unprofessional and hateful toward me.  The merchant used a racially derogatory slur against me, libeled me by accusing me of wanting to commit theft, and falsely claimed I threatened him and called him black...despite the fact I do not know his race.I was civil to this merchant in my emails up to the point he used a racially derogatory slur against me and libeled me of trying to commit theft against him.

    Customer Answer

    Date: 10/27/2022

    [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 ********.



    Regards,



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

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