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:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 June 18th, I ordered a replacement screen protector for my iPhone 15 from ZAGG and paid the $9.99 shipping fee. As of today, the replacement has not arrived. The tracking information shows the package reaching "Tolleson, AZ," but there have been no updates since, it appears to have stalled there.
  
  This is not the first time I’ve experienced issues with ZAGG’s replacement process. Previously, I ordered a replacement for an iPhone 15 Pro Max, and it took three separate phone calls to their customer service before I finally received it. Each time I called, they claimed to re-ship the item, meaning it wasn’t just delayed, it was never properly fulfilled the first (or second) time.
  
  This repeated pattern is unacceptable. I feel ZAGG is not honoring its warranty replacement process in good faith and may be relying on customers not following up. I’m submitting this complaint in hopes of resolving the current issue and to raise awareness for other consumers who may be facing the same experience.

  Business Response

  Date: 07/08/2025

  Hi *******,  
  
  Thank you for reaching out to ZAGG through the BBB. I am sincerely sorry if you feel we are not honoring our Limited Lifetime Warranty. I assure you; we absolutely honor our warranty. When it comes to handing over a package to a shipper, ZAGG no longer has any control over the package or the shipper tracking. So, I can certainly understand your frustration, as we put our reputation on the line every time we pass a package to the shipper, and the shipped does not complete their end of the contract.  

  As you pointed out “they claimed to re-ship the item, meaning it wasn’t just delayed, it was never properly fulfilled the first (or second) time.” I am sorry you interpreted our phrase “re-shipped” to mean we never filled the order at all. That is the farthest from the truth. It would not benefit ZAGG to not fulfill orders. As I explained, once we hand over a package to the shipper, we, ZAGG, no longer have any control over the package or the tracking updates, as that is not our system. 
  
  I can certainly understand your frustrations though. I can confirm you were helped yesterday, July 7th, by our agent *******. She placed a free order for you, ending in ****. The fulfillment process can take one to three business days to process and once the package is handed over to FedEx you will receive an email from FedEx providing you with the premium ground tracking number, and the estimated delivery is from two to five business days. 
  
  I hope I have been able to explain your concerns regarding the shipper, and again, I can only apologize on behalf of the shipper as we want every order, we fulfill to be received in a timely manner for all our customers.   
  
  Best regards, 
  ****** 

  Customer Answer

  Date: 07/08/2025

  
  
  Better Business Bureau:
  
  
  I did speak with *******, finally on the phone and she is resending the item. Hopefully it will arrive within a timely manner. The point of the complaint was the fact that I have had to chase down these replacements multiple times. At what point does ZAGG step in and use a different shipping method. Additionally, ZAGG makes it very hard to get a live person, which is the only way my issue would have been resolved. This complaint was to bring awareness to ZAGG. 
  I have reviewed the response made by the business in reference to complaint ID 23566895.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/18/2025

  Type:Delivery 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 order # ******** shows it was shipped on 6/5/2025, but tracking # ****************** shows no updates after 6/9/2025. The estimated arrival date was 6/10/2025. The shipment appears to be lost. There is no ZAGG email for customer support and no one answers the phone. The virtual assistant was no help and kept giving an error message. I am unable to file a claim with *** since the *************** service was used for shipping. I simply want my order to be fulfilled. Thank you.

  Business Response

  Date: 06/21/2025

  Hello Elvis, 

  Thank you for reaching out to ZAGG through the BBB. I sincerely apologize for not being able to reach our Care Team about not receiving your order. If we are not answering our phones during normal business hours, we are in training. I know that it can be frustrating when you have a limited amount of time to contact us, but I assure you we want to help every customer.

  Here is the best way to reach us, you can use the ”Chat with Us” option on our support site.  By choosing the ”Contact Us” link and follow “General Support and Customer Care”.  Once you select what product you need support you will see the” Chat with Us” option in the bottom right-hand corner. Our toll-free phone number is 1.800.700.9244, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.  

  I see you reached us on Wednesday, June 18th, 2025, and through that communication a free re-fulfillment order number ending in 6281 was shipped to you on June 20th, 2025. This is the FedEx tracking number 466421196610. With the estimated delivery of 2 to 5 business days you should have the package no later than Friday June 27th.

  Again, I thank you for reaching out to us and allowing us to help you with your missing order. This is certainly a very frustrating situation, and I am glad we could resolve it for you.

  Best regards, 
  Sidney 

• Initial Complaint

  Date:06/16/2025

  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.

  This is the most frustrating business I’ve ever encountered:
  •started at the south lake location, there were no prices on ANY of the products and asked if we wanted screen protector with privacy filter we said yes and she did not state price or cost of labor. Total with case and screen l protector with labor was 128 dollars.
  •Then I broke my screen protector and got it replaced in *****, I gave my phone number no problem and got the l screen protector replaced
  •I then broke my screen protector again and l went to the stonebriar location. The company then stated I had not registered my phone number and because of that I must be charged 12 dollars to get a new screen protector.
  
  Company is unhonest and certain locations will find an excuse to charge you extra for anything. Stay away and get a screen protector and phone case somewhere else!

  Business Response

  Date: 06/17/2025

  Hello ******,

  Thank you for reaching out to the ZAGG Inc Corporate Office. I am very sorry to hear about your transactions with different kiosks you went to. It certainly sounds like it was frustrating for you.  
  You might not be aware, but all kiosks and third-party resellers are independently owned and operated. ZAGG Inc is not connected other than the products they sale, but any funds or actions by resellers are independent of us.

  If you would like to create a ZAGG account and register your product, I would be happy to help you with a one-time exception and offer you a free InvisibleShield under our Limited Lifetime Warranty. I do suggest becoming familiar with our Limited Lifetime Warranty and our refund policy, you can find all the details at this link: 

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

  Should you take me up on my offer, I will need the following information: 

  Email address you want linked to your ZAGG account 
  Full name and address 
  Phone number 
  Exact model of your phone 
  InvisibleShield name you purchased 
  Date of purchase 

  You certainly have some valid concerns - Other (requires explanation): 

  South Lake, TX, there were no prices on ANY of the products and asked if we wanted a screen protector with privacy filter we said yes, and she did not state price or cost of labor. 
  Stonebriar, TX location claimed you had not registered your phone number and wanted to charge you again. 

  What I can tell you is that kiosks offer a professional installation that does come with a fee and that guarantees your InvisibleShield for a full two weeks of any installation problems, outside of that two-week time frame I am not familiar with their independent policies. 

  It is my recommendation that you contact each store manager and voice your concerns about the transactions and experience you had with their staff. 

  As for the refund of $12.00, ZAGG Inc is only able to issue refunds made directly to ZAGG.com.

  Again, I am truly sorry about your kiosk experience, and I hope you reach out to each store manager so you can get the resolution you are asking for.

  If you want to work with us here at ZAGG Inc, please provide me with the information I need and I will be happy to get you started with us and get you that free InvisibleShield I offer. Here is how you can reach our Care Team should you need to reach us; you can use the ”Chat with Us” option on our support site.  Choose the “Contact Us” link and follow “General Support and Customer Care”.  Once you select what product you need support with, you will see the “Chat with Us” option in the bottom right-hand corner. Our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. 

  I look forward to hearing from you. 

  Best regards, 
  ****** 

• Initial Complaint

  Date:06/14/2025

  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.

  I placed an order on 5/27/2025 to replace my screen protector for my IPhone 16. I was provided a tracking number for FEDEX, the product had not been received. Only shipment info was sent:
  
  May 28 2025 01:54 pm
  Shipment information sent to FedEx
  *****, US, United States
  
  Order: ********
  $27.05
  Shipped
  ************
  Glass Elite Screen Protector Replacement
  InvisibleShield
  Glass Elite Screen Protector
  For iPhone 16 Pro Max
  Qty: 1
  $10.82
  Upgrade Fee
  Upgrade Fee
  Qty: 1
  $5.41
  
  I have tried to reach a representative. I used the virtual chat. Someone was supposed to follow up. I have heard nothing. It has been 17 days since I placed this order. Per their policy, it should have shipped. They haven’t even sent it to the carrier. I want a refund if they have no plans of shipping my order.

  Business Response

  Date: 06/16/2025

  Hello ******,

  Thank you for reaching out to ZAGG through the BBB. I am very sorry to hear you have not received your order ******** that we shipped to you on Wednesday, May 28th, 2025. It is always very frustrating when we have shipped a package only to hear it has not been received for both you as the consumer, and ZAGG. I am happy to help address all of your concerns. 

  The tracking provided by FedEx does not show any tracking updates, which is even more frustrating, so I totally understand your frustration. As for not hearing from one of our Care agents, we only received your contact last Thursday, and it can take us up to 24 to 48 hours to respond, and we do not work on weekends. So again, I am sorry you have not received a response from us as soon as you expected.  

  I have gone ahead and placed a new order for you under ********. Please allow 1 to 3 business days for the order to process through our fulfillment center and once it ships you will receive an email from FedEx giving you the premium ground tracking number. The delivery expectation is 2 to 5 business days.

  As for a refund, I have refunded your shipping and handling fee of $9.99 + tax for $10.81. I hope I have been able to address all your concerns, and again, I truly apologize for any frustration and inconvenience you have experienced. 

  Best regards, 
  ****** 

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered replacement screen glass on 4/21/25 with regular ************** NEVER arrived.The chat on the website doesn't work and hasn't since the beginning of May.They don't seem to provide email support or a contact request page.I just want the glass.Since, I have tried to order glass for my son's phone and the website does NOT get past the billing service choice. The next section should open after you choose the type of shipping, but it doesn't - so I have been waiting weeks for the chat to get fixed to communicate and get the glass replaced for my phone (which I have already paid for) and to be able to order the "free" warranty replacement for $10 shipping.The order number was 15883385.iPhone

  Business Response

  Date: 06/01/2025

  Hi ****, 

  I am sorry to hear you have not received your order ******** and could not reach us. I can understand why you might be frustrated.   First, our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.

  We shipped your package out on April 22nd, via USP Mail Innovations and you have to remember that once we release a package from our warehouse, we no longer have any control of the package. Based on tracking number ******************, it appears as if the shipper may have lost the package. One fact about *** Mail Innovations is that they do not update the delivery information, which can cause confusion.

  I have placed a new order for you under ********. Please allow one to three business days for the order to process and once it ships, then you will receive an email from ***** with the Express tracking number with an expectation of delivery estimated to be two to three business days.

  Again, I am sincerely sorry for any frustration you have experienced with ZAGG, or the shipper, and I hope I have been able to resolve your concerns today.

  Best regards, 
  Sidney 

  Customer Answer

  Date: 06/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I received the replacement.
  

  If the chat system in your website worked this would have been resolved without needing to contact the BBB.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  * Date of transaction: 9 May 2022 *
  
  - My email has gotten hacked, I can’t log in/ or update my email because their customer service is all CHATBOTS.?This is a loophole! Update my email.
  
  - They promised “Lifetime warranty” if it cracks and it did after 3 years later, I use this phone every single day with care (my phone has no scratches & cracks) !?
  
  * I registered my product: Thu, 12/05/2022 9:16 PM *
  
  - Resolution;?
  1) Update my hacked email to my new email?
  2) Send a replacement, then I’ll be a happy customer and I’ll consider buying in the future but seriously get it together!

  Business Response

  Date: 06/01/2025

  Hello *****, 

  Thank you for reaching out to ZAGG through the BBB. I am very sorry you have not been able to reach one of our Care agents, which has caused you frustration with your old ZAGG account. I will be happy to help you resolve this issue. 

  We updated our systems a couple years ago and if you have not used your ZAGG account for at least 3 years, that could explain why you are not able to update your email and order a warranty InvisibleShield. We did not transfer unused accounts. I apologize if you fall into that category.  That is great your InvisibleShield has protected your phone for 3 years, and the fact that it cracked now tells me it was still doing what it was designed to do, which is cracking before your phone screen encounters any damage. The InvisibleShield took the impact of whatever was pressing against it. 

  It is unclear what you meant by "This is a loophole!” Our chatbot is designed to escalate a concern to an agent if all the questions are answered appropriately. Our toll-free phone number is 1.800.700.9244, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. However, with the email and name I was not able to locate when you tried to contact us.

  I can get you set up with a brand-new account, once I have all the information below:

  1. Exact model of phone 
  2. Exact name of InvisibleShield you purchased 
  3. Provide approximate date of InvisibleShield purchase 
  4. Provide complete billing and shipping address 
  5. Which email would you like to have on your account – We have two on file:

  a. ******************* 
  b. *********************

  Once I have all the above information, I can set you up with a new account or at least add a registration for you if you want to use one of the above emails, and I can provide you with a one-time exception and order you a free InvisibleShield. 

  I look forward to your response and getting this corrected for you. 

  Best regards, 
  ****** 

  Customer Answer

  Date: 06/01/2025

  Yes it protected it very well for 3 years,
  
  The loop is the chatbot tells me I need to sign in with my hacked account that I can’t get access because even my saved auto-fill password wasn’t working either and reseting the password to that non-accessible account wasn’t going to be received either
  
  1) Apple iPhone 13 mini (iPhone 5.4” 2021)
  2) Elite + XTR D30
  3) 10/05/2022 (registered date is 12/05/2022 - # is ************)
  4) * ******* ****** ******* **** *** *********
  5) *******************
  
  thanks ******, i appreciate it
  
  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/15/2025

  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.

  ZAGG won't honor the lifetime warranty on their screen protectors. I would have never spent $60+ on a screen protector if it weren't for the warranty. I put in for a replacement, paid $11 shipping fee and they canceled my order without any notification. I've been a customer for over 10 years. Recently, they just decided they can lie and not honor the warranty from a product I purchased directly from them. ********.

  Business Response

  Date: 03/17/2025

  Hello Thaer, 

  As we responded to your direct email to our Account Assistance Team today, Monday, March 17th, 2025, we explained why your warranty order was cancelled and why your ZAGG account has been permanently closed.  
  

  Thank you for reaching out to the ZAGG Account Assistance Team regarding your order cancellation.  
  
  We regret to inform you your ZAGG account has been permanently closed.  Your card issuing bank has informed us you filed a pre-arbitration chargeback on an order from that was placed on September 20th, 2023, and the pre-arbitration was filed in January 2024.  ZAGG is utilizing our right to refuse service: *********************************************************;
  
  Right to ****************************************************** reserves the right to refuse service to anyone for actions including but not limited to harassment of ZAGGs employees or customer service personnel, fraudulent activities, abuse of ZAGGs warranty policy, violation of these Terms, or any other reason that is reasonable and justifiable under the law. ZAGG further reserves the right to block or remove communications or materials posted by customers that it determines to be (a) abusive, defamatory, or obscene, (b) fraudulent, deceptive, or misleading, (c) in violation of a copyright, trademark or; other intellectual property right of another or (d) offensive or otherwise unacceptable to ZAGG in its sole discretion. 
  
  If you can visit one of our retail locations, warranties may be fulfilled there for a small fee. 
  
  Regards, 
  
  The ZAGG Team 
  
  I am sincerely sorry if you did not receive the cancellation notice we sent, as we always notify our customers by email when an order is cancelled, perhaps it may have landed in your junk or spam folder.  
  
  The order that the pre-arbitration chargeback was issued back on September 20th, 2023, and one item was returned to ZAGG and refunded, and yet, the pre-arbitration chargeback was for the full amount of the order $115.71 after we initially refunded you $69.42.  
  
  I apologize for any frustration you have experienced. If you would like us to review your account, we would be happy to do so if the pre-arbitration chargeback is reversed by your bank or card company.  
  
  Best regards, 
  Sidney 

• Initial Complaint

  Date:01/17/2025

  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.

  I paid for products and they have not shipped. They were emailed and no response. When you pay for a product and it has a warranty you uphold that warranty in a timely manner. This is a one horse show I can tell. Go and look at all the responses that are given weekly. They all have "I" throughout the lengthy apology. JUST SEND ME MY F'IN GLASS ALREADY MAN!!!!!! Get off the dam computer saying youre sorry and do some work!!! SEND ME MY F'IN GLASS!!! NOW, RIGHT NOW! Please. Thank You.

  Business Response

  Date: 01/20/2025

  Hello ****,

  Thank you for reaching out to ZAGG through the BBB complaint process. We welcome your feedback concerning how long it took for your two orders to ship, and I can agree it should never take more than the estimated one to three business days we advertise.

  It does appear that we were waiting for inventory, and I apologize you were not notified of that delay.

  Both orders have shipped as of January 15th, 2025. Order ******** has the *** Mail Innovations tracking number ******************, and order ******** has the *** Mail Innovations tracking number 803323001301279841. 

  You can track both orders here: ******************************************************************************************;

  The standard delivery expectation is 5 to 7 business days for delivery. This does not include any holidays or weekends.

  Please accept our sincere apology for the shipping delay, and we have refunded both of your orders for your frustration.

  Best regards, 
  Sidney 

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After waiting months for the screen protector to be back in stock, I was finally able to place a warranty request for a replacement screen protector on December 25, 2024, and paid the $9.99 shipping and handling fee for my free warranty replacement. I installed the replacement Zagg Glass+ Defense ************ Pixel 7 (Case Friendly) on my Pixel 7 on January 16, 2025. Less than 30 minutes later, I noticed that the brand-new screen protector had a spiderweb of cracks. It had not been dropped, bumped, or otherwise endangered during that time. It was resting on a stable flat surface. I figured the screen protector was either damaged in transit or defective and planned to submit a warranty replacement request and ask that the $10 shipping fee be waived under the circumstances. Unfortunately, on January 17, 2025, I discovered that my Pixel 7s screen has physical damage, with blue splotches crawling out from the edges. This was not obvious the day before but its not as visible on a black screen unless you are looking for it I saw it when I switched to a white background. Again, nothing has happened to it to cause this damage. I followed all package instructions while installing the new screen protector.The most reasonable conclusion is that this damage was caused by the defective Glass+ Defense Elite. Unfortunately, Zagg offers no way to contact them other than a bot that just links to solutions to company-approved problems (so no solutions for anything that might reflect poorly on Zagg like defective screen protectors damaging phones). I have no way to get ahold of an actual person at Zagg to get any assistance resolving this issue. Im just stuck with a broken phone. I have been a loyal Zagg customer since 2007, and I am shocked that they have gone so far downhill since 2021.

  Business Response

  Date: 01/20/2025

  Hello Nic, 

  Thank you for reaching out to ZAGG *** through the BBB complaint process. I am very sorry you have not been able to reach us regarding your concerns with the InvisibleShield you installed on your device and your devise screen cracking.

  You can always reach us through our toll-free phone number that is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. To escalate your concerns by our bot, you do need to answer all the questions the bot is asking, and then it will escalate your concerns to our team which responds by email Monday through Friday 9am to 7pm Eastern Standard Time.  

  The InvisibleShield will not harm your device and the ****** Pixel 7 Glass Defense Elite InvisibleShield is a very popular item, and we assure you this has not been a problem with other customers, we would have received complaints about this being a problem if this was the case with our InvisibleShield. No matter how skilled you have been in the past with installing InvisibleShields pressing too hard, though totally unintentional, could have caused the damage you explained. As you know the initial installation of the InvisibleShield is most vulnerable within the first 24 hours.  

  These are the tips we recommend for doing a self-installation: 

  1. Before installing, remove all cases from your watch or phone. 
  2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If youve got a watch, do not wear it overnight after installation. 
  3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along. 
  4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself. 

  Installation tips link 

  ***********************************************************************************************************************************;

  InvisibleShield Installation Tips and Tricks - ********************************************************;

  InvisibleShield Glass Family  

  Our liability is only for our products and not any personal items.  

  ***************************************************************;

  Disclaimer of Warranties and Limitation of Liability: 

  THIS SITE AND ALL INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) AND SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE ARE PROVIDED BY ZAGG ON AN AS IS AND AS AVAILABLE BASIS, UNLESS OTHERWISE SPECIFIED IN WRITING. ZAGG MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, UNLESS OTHERWISE SPECIFIED IN WRITING. 

  ZAGG SHALL NOT BE LIABLE FOR ANY DIRECT, SPECIAL, CONSEQUENTIAL, PUNITIVE, AND DIRECT OR INDIRECT DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES AS A RESULT OF LOSS OF USE, LOSS OF PROFITS OR OTHER INTANGIBLE LOSSES RESULTING FROM THE USE OF OR THE INABILITY TO USE THIS SITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK. 

  TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, ZAGG DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ZAGG DOES NOT WARRANT THAT THIS SITE; INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE; THEIR SERVERS; OR E-MAIL SENT FROM ZAGG ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. ZAGG WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES, UNLESS OTHERWISE SPECIFIED IN WRITING. 

  CERTAIN STATE OR INTERNATIONAL LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS. 

  I have refunded the warranty order per your request 14322758 $10.89, and we are happy to issue a free InvisibleShield once your phone screen has been repaired, there will be a note on your account so anyone can assist you. Again, I am very sorry you have had this experience.

  Best regards, 
  Sidney 

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution is satisfactory to me. 
  
  Sincerely,
  
  Nic *******

• Initial Complaint

  Date:01/03/2025

  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.

  Hello, I emailed customer service over two weeks ago with a few questions and never got a response. Im filing a complaint because this is unprofessional to not even respond once. I asked if the screen protector I purchased would work with my phone since it ended up saying for the iPhone 16 and nothing about the iPhone 15. I also asked about having two screen protectors for the iPhone 13 and what to do with them since I can no longer use them. I was hoping to exchange them since they havent been used and can no longer be used. Yet I didnt receive a response from anyone. So hopefully this grabs some attention from someone.

  Business Response

  Date: 01/10/2025

  Hello ******, 

  Thank you for reaching out to ZAGG about not receiving a timely response to your email. I am very sorry you did not receive a response in the time frame you expected.

  I see we received your email on December 19th, 10:19AM and we did respond on December 26th, 9:10AM. You are correct in that 5 business days for us to respond is a very long time and not professional. Please keep in mind that ZAGG was closed for two of those days for Christmas, and we do not work on weekends, so I can understand how you would feel about us looking unprofessional with no quick response to your concerns.

  You are also bringing up some of the same concerns with your previous BBB complaint under ********, that you are bringing up here. I apologize if perhaps my response was not clear, so you felt you needed to reach out again.  
  The agent you spoke with ******* did address your name change concerns and she told you the following: 

  Yes, the InvisibleShield in order ******** is compatible with both the iPhone 15 and iPhone 16. This is because the two devices are the same 6.1" retina display size.

  I see you have been with ZAGG at least since 2022, and as for your request for an Exchange of products, we are sorry, but ZAGG has never had an exchange policy. I have been with ZAGG for nearly 17 years and exchanges have never been offered. We apologize if you were not aware of this.

  We offer a 30-day refund no questions asked policy. Which you can find here ******************************************************************;
  If the purchase of your two InvisibleShields for the iPhone 13s has been within the last 30-days you could return them for a refund, however, if the purchase has been longer than 30 days, we are sorry, we cannot accept them.

  I hope I have been able to address all your concerns, and I am sorry we are not able to give you an exchange, but going forward hopefully my response will help you understand our policies and timelines.

  Best regards, 
  Sidney