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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/26/2022

    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.
    On August 05, 2022, I made a purchase with Gorilla Cases for a phone case for my ****** ***** * *** in the amount of $36.99. On August 11, the updated the shipping information to reflect track number *******************************) and that pre-shipment info sent to ****, **** awaiting item. I sent an email on August 22, because that status had not changed. On August 26, I received an email back asking if I live in the USA. I responded with yes, I live in South Carolina. They responded with "I see there is an issue, no worry we will fix that today". They also added the link to track the package on ****. On September 15, I sent another email requesting update and the product that I paid for. I got a response back from the company on September 17, stating that "they shipped the product a while ago, now it is lost, maybe label came off. We will reship. No problem its not your fault". It is now September 25 and I have no product and no more responses from company.

  • Initial Complaint

    Date:09/20/2022

    Type:Product 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.
    I ordered a black case and they sent green. I contacted customer support via email and their response was:

    "Hi Matthew,

    Thanks for reaching out to us!

    As much as I wanted to assist you, however it is already delivered and we don't do any returns as well.

    Best Regards,
    -Ackiee, Gorilla Cases Customer Support"

    I want the case that I ordered.

    Business Response

    Date: 09/20/2022

    Our rep made a mistake, the correct color will be sent, and in cases like these the customer can keep the wrong color case. :)

    Customer Answer

    Date: 09/21/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.


    Regards,


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

  • Initial Complaint

    Date:08/29/2022

    Type:Sales and Advertising 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 product on August 14th and received no order confirmation or tracking information. My credit card was charged on the 15th. On the 18th I contacted customer service simply asking for a tracking number as I needed to protect my new phone in a case. I got an immediate response, asking for my order number which of course I did not have (part of the reason for my initial email). I then sent a screenshot of my credit card charge. I was informed that they would look into it.

    I then received no response. On the 24th (day 10 of waiting), I emailed asking for a refund as I had neither an email confirmation with tracking or a response. Again no response.

    On the 25th, a box showed up from Gorilla. I then received and email with the tracking number saying "nice try". Again, this was a day after I had sent my email asking for a refund. I then asked for return info as I had needed to purchase a new case during the wait. I was told no returns.

    I went back on the site and they claim 100% satisfaction or refund. I again asked for return information and received a very rude email saying I had the case now in my possession and it had only been 9 days.

    Not sure if this company is real or not, but I am out 42$ and incredibly upset by my experience with customer service agent "Ackie"

    Business Response

    Date: 08/29/2022

    We cannot control shipping times, Covid has hurt supply lines for everyone. The customer got the item within 10 days our shipping policy says up to 14 business days. Our rep was following the rules and regulations of our store. I kindly explained that we cannot accept anything back without the customer paying the restocking fee due to Covid 19. We sell cellular cases and people place their phone on their face and laugh, speak which causes spit and other bodily build up. How would you feel if you had a used phone case that someone sweat on? It would not be ok for most people. Well what happens is a customer says I never used it, but we have been told that many times and it was not true. We are unable to prove that so we just made a blanket policy starring that we cannot take back products for the safety of us as well as our customers. This customer doesn’t care about the well being of our staff or customers and is unhappy. I am sorry but there is nothing that we can do. 

  • Initial Complaint

    Date:08/02/2022

    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 July 13th. After the three business days they ask for on their website to process the purchase, I sent an email asking for tracking information - I actually waited until July 21st. I got a response on July 24th saying I would have the case, or maybe an update, by Friday July 29th. Friday came and no update or case. I sent an email on the 29th and another on the 30th with no answer. This is a scam and I want my money back - not a partial refund as their website says - this is a break in contact on their end, not mine. I paid for a product and they did not deliver in the agreed amount of time nor did they communicate any changes.

    Business Response

    Date: 08/02/2022

    I will look into this issue for you, it could take 2 weeks to get a order but normally it shouldnt, I will track it down and see where it is. 

Gorilla Cases is NOT a BBB Accredited Business.

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