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:02/12/2024

  Type:Sales and Advertising 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.

  In May 2022, i purchased a Zagg Glass XTR screen protector which came with a lifetime replacement warranty. I successfully ordered a replacement in March 2023 and attempted to order another on January 18, 2024. After having to re-register my product, i paid $10.59 in shipping costs for a second screen replacement. On January 23, 2024 i received the attached email saying my screen replacement had shipped. However, the tracking number doesn’t actually link to anything (or come up with a result in Google) and it’s impossible to get a hold of the company to inquire about the order. I would simply either like a replacement screen mailed to me (per the warranty) or the cost of my original screen protector (which was about $80) refunded in its entirety.

  Business Response

  Date: 02/13/2024

  Hello ***********,

  Thank you for reaching out to the BBB about order ********. I am very sorry you have not received it and have not been able to reach our Care Team when you tried calling. We have been experiencing a longer than expected call time hold, but for future reference, you can always reach us by email or live chat ********************************.

  We received order ******** on January 18th, 2024, and shipped it on January 23rd, 2024, by UPS Mail Innovations. However, it does appear as if the tracking number was never scanned to show any tracking movement.

  I have placed a new order for you under ********. This time the shipper is FedEx ground, (Premium Ground: 2-5 business days+ processing time).  Once the order ships you should receive a tracking number. Please check your spam or trash if you do not receive the tracking number in a day or two.

  Again, I am sincerely sorry for the inconvenience and frustration you have experienced.

  All the best, 
  Sidney 

  Customer Answer

  Date: 02/13/2024

  
  
  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:02/03/2024

  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.

  ****************** Tracking number for my product haven’t received it as promised

  Customer Answer

  Date: 02/05/2024

  I have been emailing and calling and no response my package never came and was charged 9.99 and request a refund due to not receiving my order as promised 

  Business Response

  Date: 02/06/2024

  Hello *****,

  I am very sorry you still have not received your order ********. It is unclear why you have not reached our Care Team as calls and emails are being addressed promptly. Your order has been refunded in full.

  Feel free to place another order at your convenience. I would suggest using an alternative shipping address, perhaps a shipping address at which someone will be available during the day to receive the package.

  Thank you for your patience and understanding in this matter.

  Best regards, 
  Sidney 
  

• Initial Complaint

  Date:02/01/2024

  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.

  I purchased the ************ Station XL Pro in April of 2023 and have been experiencing nothing but issues ever since. In November of 2023, I had to request a replacement as I was having issues with the ports not working and charging my devices and the device not charging so I did my warranty claim and received a replacement, also paid my shipping charge. I went to go charge my ************ Station XL Pro two days ago as I was going out of town and it would not hold a charge. I tried to call the number for support but was hung up on, and I could not get anywhere with the chat. I emailed support and they responded back that they would give me a discount for the replacement. I went to do my warranty and the replacement is out of stock. This is very frustrating as I do not have a working product and both of my products I have received have been defective. This product has been unreliable. They should be guaranteed to work. I find it odd there is no replacement, but you can add the item to the cart. I would like to have a product replacement (a new product, not a refurbished product guaranteed to work) and I also do not want to be charged for the replacement. In the future I will be buying this type of product elsewhere.

  Business Response

  Date: 02/06/2024

  Hello ******,

  Thank you for reaching out about your mophie powerstation pro XL 25K (Apple Exclusive-2022) purchased in order ****** back in April 2023. I am happy to help you with your warranty concerns. I know how frustrating it can be to not be able to order a warranty but see it if you were to order it brand new.

  ZAGG offers new products and warranties. However, there is a difference between the two and having availability. We might have brand new offers for a product available on ZAGG.com when we might be out of inventory for warranties. The packaging can be very different, and inventory forecasts, which is why sometimes this discrepancy happens, which can create frustration.

  I have gone ahead and placed an order for one mophie powerstation pro XL 25K (Apple Exclusive-2022), order ********, new and not refurbished. The order will be shipped to the shipping address on file, and with the shipper ***** Ground (Premium Ground: 2-5 business days + processing time). Once the order ships you will receive an email with the tracking number.

  We are not expecting you to return the defective product, which is normally required when ordering a warranty. Please recycle according to local regulations.

  I sincerely apologize for any frustration you have experienced with our product.

  All the best, 
  Sidney 

  Customer Answer

  Date: 02/06/2024

   
  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.
  

  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/19/2024

  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.

  I purchase an 360 privacy screen protector and been trying to get it replaced with my warranty and they never answer to my rod calls in regards to this matter when you call there toll free number all it does it make you go on line for a warranty and it never works they are very slow to respond or do anything in regards to my claim

  Business Response

  Date: 01/22/2024

  Hello *****,

  Thank you for reaching out to ZAGG about your warranty concerns. If you are calling ZAGG, please note that we have been experiencing a higher-than-normal call volume since the end of the holiday season. We answer our phones during the regular ZAGG working hours. We just ask for your patience as it has been taking longer than usual to answer calls.

  As for any correspondence, the last one I can locate by your email address ******************* and that was from December 2021. If you are using a different email address, I would need that email to locate any email or chat you recently had with us.

  Regarding your ZAGG account, the email address ******************* is no longer registered with ZAGG. We upgraded our systems back in July of 2023 and it is possible your account did not merge over, which is why I am not able to locate your old account.

  You are welcome to create your own account and register the item needed. If you would like me to create your account, I would need you to confirm the information on this complaint is the information you would like your ZAGG account under, and the proof of purchase receipt for your product, which will show me the date of purchase and the exact item that needs registered.

  If this is what you need done, please just confirm the information and attach your proof of purchase receipt.

  I look forward to hearing from you so I can help you get this resolved.

  All the best, 
  Sidney 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21171023
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/22/2024

  I purchased another one last year in march has my been a year and I have been trying to get a hold of someone from the zag customer serive **** and no help at the email was ******************* that I used 

  Business Response

  Date: 01/22/2024

  Hello *****,

  Thank you for the new email address. I can now see your account and the communication you have been having with our agent *****. This was the last update from you:

  On Thursday, January 18, ****, at 9:33?AM ************** <*******************> wrote: 
  Good morning mam I can not get I touch with no one with the 800 number you sent me is there another number I can call 

  We currently have about a 30-minute hold for customers to speak with an agent. I will have an agent call you at the phone number listed on this complaint, so we can get you taken care of. This may take a day or two, but we will contact you, so please pick up any out-of-state calls.  

  Hopefully we can this issue resolved for you.

  All the best, 
  Sidney 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21171023
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/22/2024

  Need a replacement for the iPhone 13 its the 360 privacy protection  if that can be done that will be great 

  Business Response

  Date: 01/23/2024

  Hello *****,

  Thank you for your new response. I have reached out to the ZAGG Care Team yesterday, January 22nd, ****, and asked that we give you a call back to get you taken care of. As you stated, "Need a replacement for the iPhone 13 its the 360 privacy protection if that can be done that will be great". Please watch for our call as you will need to verify some information and there is a shipping and handling fee for all warranties. 

  It has been a pleasure to assist you with your concerns. 

  All the best,

  ******

  Customer Answer

  Date: 01/23/2024

   
  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:01/15/2024

  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.

  I contacted Zagg through email a week ago about a defective screen guard that I ordered but I have not received a response. It's impossible to get through on the phone.

  Business Response

  Date: 01/15/2024

  Hello *******, 
  
  Thank you for reaching out to ZAGG about your InvisibleShield concerns. We received your email to us at the end of the business day on Friday, January 125th, ****. You have not received a response yet from ZAGG as we do not work weekends. I am sorry if you were expecting an immediate response. As for calling us, we have been experiencing a heavier than normal number of contacts since the holiday season ended. I assure you we are answering all calls during the business day. 
  
  Without any photos it is hard for me to know what is happening since you only say in your direct contact with us, the holes in the attaching film did not match the pins on the installation device. 
  
  Order ******* was placed for the Invisibleshield Glass Elite Visionguard Apple iPhone 15 Pro **** Is this your device? Is it possible for you to put the installation tray on your phone along with the InvisibleShield and take a photo and send it to me, in addition to the front and back of the box the InvisibleShield came in? 
  
  Once I can see what we sent you and how the InvisibleShield fits I will be better able know how we can get this resolved. 
  
  I look forward to your response. 
  
  All the best, 
  Sidney 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21146857
  
  I am rejecting this response because: Zagg does not seem at all interested in providing me any relief. I have sent them several photos of the defective shield but they are asking for more. This is about a $9.99 purchase, simply absurd.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/17/2024

  Yes, I sent a couple of photos to Zagg showing the missing alignment tab for installation.

  Business Response

  Date: 01/18/2024

  Hello *******,
  
  You and I have been directly communicating by email, which I have included in this response. As I have explained without photos of the front and back of the box, or pictures of your device with the tray and InvisibleShield laying on your phone, I am unable to determine if we sent you the wrong product or our installation instructions are not clear for you. 
  
  I have refunded the order $9.99. I will leave it up to you should you want to still resolve this issue, but in order to do so I will need the photos I have asked for. 
  
  I am very sorry you have had this experience. 

  All the best,
  ******

  __________________________________________________________________

  Email Communication:

  Hello *******,

  This is not any trouble at all. We have not had any contacts for the situation you are describing and for me to understand how you received a product that was for the exact model for your iPhone 15 Pro **** I need to see the whole picture of the tray on your phone as well the InvisibleShield laying where it should fit.
  
  If you still have the box the InvisibleShield came in, seeing the front and back of the box will also tell me a lot.
  
  Once I can fully see what is happening, I can get this addressed.
  
  Thank you,
  --
  Sidney 
  Customer Service Specialist
  ******************************************;
  *******, **** 84047 
  www.zagg.com 
  
  ************ Toll Free
  
  From: *************************** <*******************>
  Sent: Tuesday, January 16, **** 11:35 AM
  To: accountassistance <********************************************>
  Subject: Re: Defective Shield
  
  You don't often get email from ******************** Learn why this is important
  Hi ******,
  
  I tried to respond to the BBB complaint response but had no luck with the web site. I have an iPhone 15 Pro **** I sent you pictures of the detached alignment tab for the shield. I can send you a picture of the tray but I dont know what that will tell you. If this is too much bother let me know, and I will purchase a product from another company. However, I will contest the payment if you cannot help me.
  
  *******
  
  From: accountassistance <********************************************>
  Date: Tuesday, January 16, **** at 10:23?AM
  To: *************************** <*******************>,accountassistance <********************************************>
  Subject: RE: Defective Shield
  Hello *******,
  
  Thank you for sending the pictures. In the BBB complaint, I asked you to confirm the exact model phone you had and to provide complete pictures of the install tray on your device and lay the ********************** on top, so I could get a clear view of what is wrong. I also asked for front and back pictures of the box you received.
  
  Are you able to provide all this information so I can clearly understand the situation?
  
  I am looking forward to your response.
  
  Best regards,
  --
  Sidney 
  Customer Service Specialist
  ******************************************;
  *******, **** 84047 
  www.zagg.com 
  
  ************ Toll Free
  
  
  From: *************************** <*******************>
  Sent: Tuesday, January 16, **** 10:44 AM
  To: accountassistance <********************************************>
  Subject: Defective Shield
  
  Some people who received this message don't often get email from ******************** Learn why this is important
  Hi,
  
  I received a shield for my iPone but couldnt use it because the installation guides were missing on one end of the shield (please see attached). Can you please issue me a refund or send a replacement?
  
  Thanks,
  
  ***************************

  Customer Answer

  Date: 01/18/2024

   
  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:12/24/2023

  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 have been loyal to your guys' company since 2006. Your company claims to have limited lifetime warranty, but what good is it when you pay $60 for a Glass XTR3 for my iPhone 15 Pro *** in September 2023, only that the screen protector you want to replace is out of stock? There are no substitutions for the product, and I want an immediate replacement for my phone whichPlus, you can only claim the warranty online and never substitute the same product you purchase at a third-party. You guys need to stop over-promising, and please have enough stock by increasing production at your plant, and start charging a $10-20 fee per claim not only to protect your inventory, but to ensure that customers will have a screen protector when they need it at that precise moment. Please find me a replacement Glass XTR3 for my iPhone 15 Pro *** ASAP, even if I have to pay extra from the factory!

  Business Response

  Date: 12/27/2023

  Hello ******,

  Thank you for reaching out to ZAGG through the BBB. We are terribly sorry if you found the item you needed was out of inventory. ZAGG does understand the frustration caused by low or lack of inventory. We do try to make sure no product is ever out of inventory, but it does happen from time to time, even with the best planning.

  The Invisibleshield Glass XTR3 Apple iPhone 15 *********************** is back in stock as of Friday, December 22nd, however, the inventory was not updated until this morning, Wednesday, December 27th, 2023. 

  Please feel free to place a warranty order and regarding the shipping & handling fees, the replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $9.99 in the lower US). This includes a completely new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order.  I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising. We provide thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customers.

  The information provided should resolve your BBB dispute concerns and thank you for allowing me to address this issue.

  All the best, 
  ***********;

• Initial Complaint

  Date:12/08/2023

  Type:Product 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.

  I purchased a vision guard elite glass screen protector for my iPhone 14 Pro on 02/23/23 and registered it with a warranty. Therefore, my phone was stolen so I need to replace the screen with a warranty replacement on 12/08/23. However, there was an error when I ordered it online which includes the shipping fee of $10.81. Therefore, because of the glitch and the fact that the order has not shipped I wanted a refund. However, none of the support team resolved my issue even when I left a call back and email. Please help me resolve this matter because per their company policy it comes with a lifetime warranty when you purchase their screen protectors. The only thing I would have to pay is a shipping fee for the warranty replacement. Therefore, if they are not going to process my order they need to refund me my money of the shipping fee since the consideration was not met.

  Business Response

  Date: 12/09/2023

  Hello ********,

  I am sorry to hear your phone was stolen and you are claiming we did not send you a warranty order you placed on December 8th, 2023, which was only yesterday. As we advised you when the order was placed, there would be processing time, and the delivery can take up to 5-7 business days once the order is shipped. I was able to locate the order under a different email address than the one on this dispute. 

  The screen shots you are providing claiming we no longer need the InvisibleShield returned is only for when a warranty InvisibleShield is requested, and that is correct, we do not need the old InvisibleShield to validate our InvisibleShield warranty. If a refund is desired, then yes, a product does need to be returned. It seems as if you are confusing our policies. 

  There was no glitch when you placed the warranty order ******* regarding the shipping and handling fee. I am happy to explain our warranty policy in case you are not aware. As we list in all our packaging and on ZAGG.com the replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $9.99 + tax in the lower US). This includes a completely new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order. I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising. 
  
  We provide thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customers. ZAGG does stand behind our Lifetime Guarantee and as a one-time only exception I will refund $10.81 towards your warranty order if you are not aware of this charge. However, going forward if any warranties are placed, we will ask you to please pay the shipping and handling fee.  

  Thank you for reaching out to ZAGG about your concerns.  

  All the best, 
  Sidney

  Customer Answer

  Date: 12/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: since my order was not shipped. I would gladly take the refund of the $10.81 back via Apple Pay. Then, I will gladly reorder the warranty replacement at the nearest ZAGG store.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 12/11/2023

  Hello ********, 

  I am unsure what you are rejecting, as your original request was to get a refund. However, you are correct, your order has not shipped yet. Your order was placed on Friday, December 8th, and our fulfillment center is closed on weekends. Your order will be processed early this week. The order is in the fulfillment stage, and once it completes processing, your order will ship.

  Once an order has entered the fulfillment process, no one has access to cancel it.

  No matter if you purchase another product elsewhere, you are welcome to keep this order once it ships.

  All the best, 
  Sidney 

  Customer Answer

  Date: 12/11/2023

  
  
  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. Looking forward to receiving my order if it gets shipped.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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 September 15th, I placed an order at Zagg.com (ORDER NUMBER: *******). On
  September 20th, I received the item and immediately reported that the product
  arrived in a damaged box and was cracked. I received no response. On, September
  26th, I followed up and still received no response. I would like a refund now!! Thank you

  Business Response

  Date: 11/21/2023

  Hello *****,

  Thank you for reaching out to ZAGG about the condition your order ******* arrived to you. We are terribly sorry and can understand your frustration. I assure you we did not send you the damaged product, the damage must have happened somewhere along the line with the shipper. We send thousands of products every day, and even though it is rare, some customers do receive damaged products. We do our best to prevent damage with packaging, but once a package leaves our fulfillment center, we are no longer in control of the package and can only speculate what may have happened while in transit.  
  

  We also received the chargeback you opened with your credit card company. 

  We did receive your initial communication on September 20th, and we did respond on September 25th. We are sorry if you did not receive our reply. See the attached communication.  
  

  We have refunded your order in full and again, are very sorry for this inconvenience.

  All the best, 
  Sidney 

• Initial Complaint

  Date:11/17/2023

  Type:Product 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.

  I purchased a new screen on October 15, 2023 and when it didn't arrive I tried to reach out to the company. No one picks up their phone ever. It's not a working number. When a person finally responded via a DM on Twitter, they gave me the same phone number to call and I said it wasn't working but they gave it again anyway and said they don't give refunds nor did they have my product so there would be no replacement.
  
  I would either like my product that I paid for or a refund and neither are offered and I am worried this company is a scam.

  Business Response

  Date: 11/21/2023

  Hello *****, 

  Thank you for reaching out to ZAGG about the order not received concerns for *******.  I definitely understand your frustration in not knowing where your order is. As for you calling ZAGG, you did not list the number you tried, so I am unable to confirm what happened, but our toll-free number is ###-###-#### and we are answering all contacts, but we have been experiencing a heavier call volume than normal, and perhaps this caused you to think you did not have a working number. For not providing refunds, of course we provide refunds, so the context of that conversation I cannot say why an agent might have phrased it that way to you.

  You reached out to ZAGG on Monday, November 13th, and we replied on Wednesday, November 15th, and after you confirmed your shipping address, we placed a free order for you under *******. This order is completing the fulfillment stage and will be shipping today, November 21st, with the following tracking number ******************. You should receive an email once your order has been picked up by the shipper.

  Even though we have shipped another order at no cost, I have refunded your original order $9.99.

  As for your desired settlement, we have contacted you, refunded, and sent a free order, so hopefully this resolves your concerns.

  Thank you for your patience and understanding in this matter.

  All the best, 
  Sidney 

  Customer Answer

  Date: 11/21/2023

  
  
  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. Thank you for the service you provide to consumers. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/15/2023

  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.

  We have purchased and registered many Zagg screen protectors over the past several years and made claims for replacement for some already. Recently, I logged onto the warranty website to make a warranty claim and all of my registered products are missing, however I can see past warranty orders in the same account. There seems to be no way to reach out by email or live support and, after calling and being on hold for a long time with no answer, it seems there is no tangible way to make a warranty claim that was guaranteed by the company.I simply want a way to correct this so we can make a warranty claim. Zagg has seemed to have made it nearly impossible to make the warranty claim in a timely manner.

  Business Response

  Date: 11/15/2023

  Hello ****,

  I am so deeply sorry for the experience you had when you logged into your ZAGG account and did not find any registrations. I can understand how confusing that might have been.

  We recently updated our systems and in doing so, some of the previous registrations did not migrate over as we anticipated but there is a very simple fix.

  We just need to get your registrations recreated. You are welcome to add the registrations yourself or I would be happy to add them. I will just need from you the estimated purchase date on the following items I see on your account:

  ********************** Glass Elite+ Apple iPhone 12 Pro/12/11/XR 
  InvisibleShield Glass Luxe for the Apple Watch Series 2 42mm (Black) 
  InvisibleShield HD Clear for Apple iPhone XR (Case Friendly) 

  Once I have your estimated purchase dates, I would be happy to get this resolved for you.

  I look forward to your response.  

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20875911
  
  I am rejecting this response because: I still need the devices added back in. I have no idea the months or years of some of these purchases, which is why we enter them on the website for registration. To be asked for them again in order for them to be covered is pretty frustrating.
  

  However, as requested, I'll provide to the best of my knowledge, estimated dates of purchase for these. However, there were others that we bought AND REGISTERED, including an InvisibleShield Glass or Glass Elite (not sure which one) for iPhone 14. Also, we purchased invisibleshield glass for TWO iPhone 12s, not just one. It looks like this list only includes ones we've made prior claims on. But we purchased and registered others. They are below.
  

  That isn't listed below.

  InvisibleShield Glass Elite+ Apple iPhone 12 Pro/12/11/XR        (Approx. August 2021)
  InvisibleShield Glass Elite+ Apple iPhone 12 Pro/12/11/XR        (There were two of these, purchased at the same time I believe) (Approx. August 2021)
  InvisibleShield Glass Luxe for the Apple Watch Series 2 42mm (Black) (Approx. December 2018)
  InvisibleShield HD Clear for Apple iPhone XR (Case Friendly)     (Approx. October 2020)
  InvisibleShield Glass Elite+ Apple iPhone 14    (Approx. November 2022)
  

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

  Business Response

  Date: 11/20/2023

  Hello *****,

  As explained, I will need to know the following:

  I need you provide the estimated purchase date on the following items I see on your account, so I can create the registrations for you. Without this information, I am not able to assist, unless you would like to create your own registrations, which you can do at ZAGG.com:

  InvisibleShield Glass Elite+ Apple iPhone 12 Pro/12/11/XR 
  InvisibleShield Glass Luxe for the Apple Watch Series 2 42mm (Black) 
  InvisibleShield HD Clear for Apple iPhone XR (Case Friendly) 

  
  Once I have your estimated purchase dates, I would be happy to get this resolved for you. 

  Regards,

  ******

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20875911
  
  I am rejecting this response because: First, I am not *****. You must be cutting and pasting a response for someone else.

  Second, I DID provide the dates for those items plus additional ones on my last response. So, you have those dates in my last correspondence to you. Please check again my last response. Those WERE included.
  

  I will go ahead and re-register all of these myself as it appears less time-consuming than waiting on Zagg to correct its own mistakes.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/20/2023

  Hello ****,

  I am sincerely sorry I put the wrong name on my last response. These items have been registered to your account. You are welcome to check them by logging into your online ZAGG account and selecting registered products.

  The responses between the BBB and my replies are a bit out of sequence, but I assure you there are no longer any older registrations that need to be added from the list you provided.

  Again, I am sorry I used the incorrect name when I responded. 

  All the best,

  ******

  Customer Answer

  Date: 11/20/2023

   
  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.

  Thank you for the response on this and for getting this cleared up for us.
  
  Sincerely,
  
  *********************