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:11/14/2023

  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.

  Complaint Regarding Broken Privacy Screen Protector Replacement : I am writing to express my disappointment and dissatisfaction with my recent experience with your product. I had previously ordered a privacy screen protector, and due to issues with the original item, I requested a replacement under the warranty, and paid the shipping. However, upon receipt of the replacement screen protector, I was dismayed to find that it arrived already broken.
  
  Attached to this complaint, you will find photographs that clearly show the condition of the screen protector as it arrived. This situation is quite frustrating as I had expected a replacement that would be in perfect condition, especially considering the reputation of Zagg for quality products.
  
  Given these circumstances, I request an immediate resolution to this issue. I would appreciate it if you could expedite the dispatch of a new, undamaged privacy screen protector at the earliest convenience. Additionally, I hope that steps will be taken to ensure that quality control checks are more rigorously enforced to prevent such incidents in the future.
  
  I have always valued Zagg’s products for their quality and reliability, and I am hopeful that you will address this matter with the seriousness it deserves. I look forward to a prompt response and resolution.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 11/15/2023

  The issue is similar, but is another order, product, and a different issue in another date.
  
  They are similar, but not the same. 
  
  Please, proceed with my complaint.

  Business Response

  Date: 11/15/2023

  Hello ******,

  Thank you for reaching out to ZAGG about the order ******* you received damaged. I am sincerely sorry to hear the InvisibleShield you waited for arrived that way. I can assure you we did not send you a broken InvisibleShield, so it must have been damaged during transit. ZAGG will do everything we can to package our products to prevent damage, but sometimes we do hear from customers about situations like yours.  

  It does look like you were able to chat with our agent Nichole today, November 15th, 2023, and she provided you with a $20.00 in store credit which you have already used a portion and placed a new order ******* which I can confirm has already entered our fulfillment process.

  I have gone ahead and refunded the order that arrived broken, $10.74. I completely understand how upsetting these situations can be, and you still have a remaining credit balance on your account of $9.26. 

  I hope the steps taken show you that ZAGG cares about your experience and we want to make sure we make situations like this right.

  Thank you and warm regards, 

  Sidney 

  Customer Answer

  Date: 11/16/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/14/2023

  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.

  I ordered 2 replacement screen protectors for my kids phones on 10/16/23. Order # *******. I also chose the premium shipping for an extra charge to get them while they were home from college. I got an email saying they may be shipped separately. Which was no problem. I received 1 a couple days later. I never received the 2nd protector. I called Zagg and they told me i can only order 1 at a time because of their policy. I told him i ordered 2 at the same time and he kept saying i can only do 1 per order. I said it let me choose 2 so i ordered 2 because both phone had a damaged protector. He again said it should only let you do 1 per order because of the policy. We got nowhere with our conversation or any word of making it right because of their website error. I asked for a manager or supervisor but he said there was not one around. Due to my frustration i let him know i would be filing a report. I would like to have the 2nd screen protector sent to me without another charge since i was expecting 2 and ZAGG website let me order 2 on the same order. If it is not suppose to let you do, it needs to be corrected so customers are not confused.

  Business Response

  Date: 11/15/2023

  Hello ******,

  
  Thank you for reaching out to ZAGG about the warranty order you placed. I am sorry for the inconvenience, but our ZAGG Limited Lifetime Warranty policy does clearly state Limit of 1 product item per warranty order. *************************************** 

  Limited Lifetime Warranty 

  For device-specific products covered by a limited lifetime warranty, ZAGG warrants the product against wear and damage during the lifetime of the device for which the product was purchased. For products that are not device specific, ZAGG warrants the product against wear and damage for as long as the Purchaser owns the product. To make a warranty claim for products other than InvisibleShield, Purchaser must register the product at ZAGG.com, provide a valid credit card and return the damaged product. To make a warranty claim for InvisibleShield products, Purchaser must register the product at Zagg.com, provide a valid credit card, and may be required return the damaged product. Limit of 1 product item per warranty order. You may also take your product to any supporting franchise location for a warranty replacement. Please be advised product inventory is limited to popular products and that a replacement or installation fee may apply. ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product of equal value. At ZAGG’s discretion, ZAGG may replace the product with a refurbished product. A replacement product assumes the remaining warranty of the original product or ninety (90) days from the date of replacement, whichever is greater. If Purchaser is in the United States and ZAGG requires return of the original product, ZAGG shall pay the shipping costs to ship the original product back to ZAGG. If Purchaser is not in the United States, Purchaser shall pay the shipping costs to ship the original product back to ZAGG. Purchaser shall pay the shipping costs for the replacement product. In the event that return of the defective product is required, failure to return the original product within sixty (60) days will result in the Purchaser’s credit card being charged the full retail price of the replacement product. 

  We are physically not able to ship two warranties from the same order, no matter if the process allowed you to enter more than one to the quantity. We will honor this request this one time, but in the future, you are now aware of the limitations of the Limited Lifetime Warranty.  

  The original product you requested is currently out of inventory, InvisibleShield Glass Elite Privacy 360 Apple iPhone 14 Pro (Case Friendly), but if you would like me to send one of these other options, I would be happy to do so. Just let me know which one you want:

  InvisibleShield Glass Elite VisionGuard Apple iPhone 14 Pro (Case Friendly) Sku********* 

  InvisibleShield Glass XTR2 Apple iPhone 14 Pro Max (Case Friendly)Sku ********* 

  I look forward to hearing back from you and getting this situation resolved. 

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 11/15/2023

  
  
  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. If you can send me the InvisibleShield Glass Elite VisionGuard Apple iPhone 14 Pro (Case Friendly) Sku********* that would be great.  I also appreciate you working this out and going forward I know only 1 replacement per order. I will continue to purchase zagg products as they have provided the best protection for our devices.  Thank you 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/13/2023

  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.

  On Nov 13 2023 I contacted the customer service hotline to inquire about access to my online account to check on the statuses of my warranty registrations. The customer service representative informed me that the company did a systems update earlier this year and some information may not have transferred due to systems error. I informed them the information I have cannot be incorrect because I have it saved to a password manager at the time of registration. Upon searching by name/address, they did have records for an earlier email address I used for purchases two years ago. I informed them the email address they have on record is out of date, I wouldn't use ********************** in a couple years because I let the domain expire. The customer rep was happy to help me recreate my account at my newer email, previously registered ***************** We then proceeded to re-register my warranty products over the phone. They were able to verify two of my previous purchases because I made the orders online on their website. However, they said I required proof of purchase to register a particular item, iPhone 15 pro max ***** xtr3. I informed them I did register that item to the information I provided and they just informed me of the systems error on their end. The burden of proof was no longer on my end because they already admitted to systems/clerical error. If they updated the system and lost my information, they did not contact and inform me on how to resolve the issue prior to my call. And, if I registered the product correctly on the site and no longer had physical access to the receipt, the website information was my burden of proof. I tried to talk to a supervisor named *** and asked to compromise, I have without error purchased and registered a new screen every time I purchased a new phone, every 2 years 6 years in row; could they make an exception this one time because honestly the burden of proof is on them. The supervisor said no records, no proof, no resolution.

  Business Response

  Date: 11/15/2023

  Hello ****, 

  Thank you for reaching out about your purchase concerns for the iPhone 15 pro max ***** xtr3. I can certainly understand your frustration if the product was purchased through ZAGG and now we cannot account for it. However, per your claim, you registered the item with ZAGG but did not make a direct order with us if I understand the situation correctly as you described. The responsibility for direct orders should be placed on ZAGGs shoulders, and certainly registrations fall with both parties.

  With any company that provides a warranty of any kind, it is always recommended to keep your proof of purchase receipts.  Please provide the date when the registration was completed. We can compare the dates to when ZAGG upgraded our systems, which should certainly tell us more information.

  I look forward to working this out.  

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20866053
  
  I am rejecting this response because: Other party inquired further information. I don't recall the exact date and didn't save the receipt because I thought it was registered already. It should be the first week of October 2023 considering I wouldn't have required it until the phone and screen arrived at the same time.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/20/2023

  Hello ****,

  Thank you for your understanding and providing an approximate date for the Invisibleshield Glass XTR3 Apple iPhone 15 Pro **** It has been registered to your account ******* and you should be all set.

  I am sincerely sorry for any frustration or inconvenience you went through.

  All the best, 
  Sidney 

  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/08/2023

  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 canceled within minutes of making an order and contacted customer service. The order should have been canceled but they sent it to me anyway, which then occurred return shipping fees and having to wait for it to be refunded.
  
  Order 82.07
  UPS label 9.89
  total: 91.96

  Business Response

  Date: 11/15/2023

  Hello *******, 

  Thank you for reaching out to ZAGG about your cancellation concerns for the order *******. Per the attachment you provided you stated you reached out to Amazon Pay for your cancellation request. However, Amazon Pay does not have access to cancel any order placed with ZAGG, so I apologize if there was confusion on your part, which is why the order was never cancelled.

  1:24:47 PM) Fae: I understand your concern with wanting to make a change to your order, I do apologize, however, once the checkout has finished we are unable to make changes to orders.

  (1:25:09 PM) ***** *****: I put in a cancellation request in Amazon Pay

  (1:25:28 PM) Fae: Alright, if that is able to be canceled you should receive a refund of that charge. 

  You might not be aware but on ZAGG.com we state the following:

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

  Once placed by the customer, orders made on ZAGG.com cannot be cancelled. You may return your unwanted, unused product to ZAGG pursuant to ZAGG’s return policy which may be found here. 

  Thank you for returning the items, and I am happy to say a full refund has been issued, which was your desired settlement.  

  I appreciate your understanding in this matter, and I always recommend to customers to become familiar with cancellation policies with any online business that you might be dealing with. Every business has vastly different cancellation policies.

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 11/15/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:10/08/2023

  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.

  Product information: Gear4 Piccadilly iPhone X/Xs Case D30 (by Zagg)
  Purchase date: January 2, 2019.
  Purchase amount paid to the business: $44.99 plus tax = $50.39
  Business commitment: Lifetime Warranty for as long as I own the product and device
  I experienced the first issue in January 2022 and was able to obtain a product replacement on January 24, 2022.
  Unfortunately, the replacement product is experiencing the same defect and is yellowing significantly.
  I attempted to request a product replacement and even though my product is registered on Zagg's website, the product is Out of Stock and I am unable to obtain a replacement.

  Business Response

  Date: 10/19/2023

  Hello *******,

  I am so sorry for the delay in responding to your BBB complaint and thank you for all the documentation you provided.

  I certainly understand your Piccadilly case yellowing concerns, and from the communication you provided, on Jan 24th, 2022, it was explained that yellowing is not a defect. Yellowing is caused by just everyday wear and tear and the case is doing exactly what it should be doing in that it is protecting your device from everyday use and grime. As explained, ZAGGs offer our Gear4 cases with our Limited Lifetime Warranty.

  I have owned several clear cases over the years for my phone and everyday wear and tear, oils from our hands, face, and regular use, all of them have yellowed over time, and I have utilized the warranty to get a new case. Again, this is not a defect as you are claiming.

  However, as we no longer have a case that we can offer for the iPhone X, I have issued an instore credit to your ZAGG account for $45.00 based on your purchase receipt. You can use the in-store credit of $45.00 for any item on ZAGG.com, and when placing a new order (not a warranty), ZAGG always covers the standard shipping from USPS, so you can always get free shipping on new orders. Unless you want expedited shipping, then you will need to cover that cost.

  Per the original purchase receipt you provided, dated 02-Jan-2019, 4L Telus is a third-party reseller, ZAGG can only refund direct purchases made to ZAGG.com.

  Based on your desired settlement, “I would accept a Zagg website credit for a product of equivalent value range (e.g., $50-$60) with free shipping.” I am providing you with the amount you paid based on the purchase receipt that you provided, and I have explained how you can get free shipping.

  Thank you for contacting me with your case concerns, and I appreciate your patience and understanding in this situation.

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 10/19/2023

  
  
  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. I appreciate Zagg's offer to provide me a $45.00 Zagg website store credit. For the record, the Free Shipping was not available for my subsequent purchase as I am outside of the USA (in Canada). I remain appreciative of Zagg's offer to resolve my complaint regarding the Piccadily iPhone X case. Thanks to both the Better Business Bureau for its efforts on my behalf, and to Zagg for its consideration.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/02/2023

  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 screen protector on **** order *******. I received it and put it on my iPhone 15 pro **** It went on horribly with a lot of bubbles. I contacted ZAGG twice on **** and **** and received only an automated response. I responded twice and never received anything back. Id like a replacement and I dont want to pay shipping. Or a refund. ZAGG can choose.

  Business Response

  Date: 10/05/2023

  Hello ****, 

  I am sorry to hear the installation of your InvisibleShield for your iPhone 15 Pro *** did not go well. I can certainly understand how frustrating that would be for your brand-new device. Typically, the ZAGG warranty does not cover does not cover installation problems.

  However, I am happy to let you know I have made a onetime exception to our policy and placed an order for you for another Glass Elite Apple iPhone 15 Pro *** (Case Friendly). You can see it under ******* if you look at your online ZAGG account. We want you to be happy with ZAGG and secure in that we care about your new device and want you to have the best protection. You should receive tracking once the order ships.

  Here are some installation tips that *** help you with the next install: 

  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 you have 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. 

  I hope the actions I have taken show you that ZAGG appreciates your business. 

  All the best, 
  Sidney 

  Customer Answer

  Date: 10/05/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/02/2023

  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.

  Purchased a Zagg slim keyboard and case to replace another broken Zagg product which was out of warranty. Within one week this broke also with a key repeating. I processed a warranty replacement which was accepted but they are seeking to charge me for shipping. This is unacceptable as I paid for shipping once and its not my fault the produce broke in one week.

  Business Response

  Date: 10/05/2023

  Hello *******, 

  I am terribly sorry to hear your warranty keyboard started acting up within a week of use. As you requested, a refund of $10.59 has been issued.

  Thank you for reaching out and telling me about your experience. Your feedback is especially important to ZAGG.

  Best regards, 
  Sidney 

• Initial Complaint

  Date:09/29/2023

  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.

  When I purchased my new iPhone 14 at ******* in October 2022, they talked me into getting a Zagg InvisableShield XTR2 Protector, saying it is very dependable and has a full replacement refund if it gets damaged during the warranty window. Within a couple weeks, sure enough, the screen protector chipped in one corner. I took it back to ******* and confirmed I was still under warranty but had to order a replacement directly through Zagg. I tried doing so online 11/16/22 but their website informed me they were out of stock. I had an option of signing up for alerts telling me when they were back in stock. After a few weeks, I decided to call Zagg to find out how long the typical wait time was. After a pretty long wait, I got someone, he was very nice and apologetic and informed me it shouldn't be too long, maybe a few weeks. Fast forward 10 months, and I still have not gotten an alert. I tried to log into my account, but the website says due to changes, I need to reset my password. Have clicked the link twice to do so, an dI have not gotten an email to reset the password, like it tells me I should. I have now been on hold for 57 minutes and cannot reach anyone, cannot sign into my account, cannot do anything. They are available on Amazon, so I have to think they have been in stock at some point. Their hold music breaks every few minutes to tell me I can get "world class service" if I visit them online. What a joke. I would like a replacement ASAP. ZAGG Registration # M2R0056B0BF3

  Business Response

  Date: 09/30/2023

  Hello ******,

  I am so deeply sorry for the experience you have had with ZAGG recently in not getting the answers you are looking for regarding your previous registration, password reset emails, inventory concerns and in the communication and the lengthy delays you have had with the ZAGG Care Team and when trying to reach us.  
  

  We recently updated our systems and in doing so, have created many customers reaching out to us, which has created long hold times to speak to someone as well as receiving longer responses to emails. I am terribly sorry for this negative experience, and I assure you that this is not our normal business practice. 
  

  As mentioned, we upgraded our systems and in doing so, some customer information did not migrate over and this is what has happened for you. I understand how frustrating this can be, but it is really a simple fix, we just need to get you a new ZAGG account.  
  

  You can create a new account on ZAGG.com, and registration, or I would be happy to get this done for you. In creating a new account, I will also need to create a registration but before I do that, I need you to confirm the following information:

  Approximate date of the purchase for the *** InvisibleShield. 
  The exact iPhone 14 model phone you have.
  Is the data above correct that you want to use when creating the account?

  Once I have this information, I can get you an account set up and then you can change your password once you have the account.

  As for the inventory on the *** InvisibleShields, this InvisibleShield is extremely popular and yes, sometimes we do go out of inventory, but I assure you we have not been out of inventory for over a year. As for any email you are waiting for, I have no way of determining where the email from ZAGG may go once it has been sent. I have not heard any complaints about customers not getting their inventory update emails, so I do apologize I am not able to say what may have happened.  
  

  In reviewing the communication, you had with ZAGG yesterday, September 29th, it looks as though you asked for a supervisor, and they should be reaching out to you as well. However, this complaint does make any contact from the supervisor harder to assist you as I am now helping you. 
  

  I look forward to your response so we can get you a ZAGG account and then I will know better what options I have for an InvisibleShield in keeping your warranty valid.  
  

  Best regard, 
  Sidney 

• Initial Complaint

  Date:09/29/2023

  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 purchased a ZAGG screen protector which promises a lifetime guarantee. When the screen protector broke, I tried to utilize the warranty. The website is mandating a password reset but never emails the link to re-set. When I call, I am left on hold for hours and not given a call back option. It is obvious from the many many documents posted on line that this is a purposeful strategy that ZAGG is doing to not honor the replacement requests.

  Business Response

  Date: 09/30/2023

  Hello ********, 
  
  I am deeply sorry to see you believe that the posts you must be reading are true and we are purposefully not sending password reset emails to avoid giving you a warranty. I assure you that is false. I have been with ZAGG for 15+ years and this is just not the case.  
  
  We recently updated our systems and in doing so, have created many customers reaching out to us, which has created long hold times to speak to someone as well as receiving longer responses to emails. I am terribly sorry for this negative experience, and I assure you that this is not our normal business practice.  
  
  As stated, we have updated our system and in doing so, a new password will be required from you. I adjusted your account, and you should now be forced to enter a new password. If you continue to have problems, please send me a screenshot of what is happening, and please make sure ZAGG.com is listed in your address book, and that you also check your spam or junk mail in case our emails might be going there. We also ask that you do not use a network at work, that could be blocking certain emails from coming through.

  I hope this is a fast resolution, and I look forward to hearing from you concerning the adjustments I have made. 
  
  Best regards, 
  Sidney 
   

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising 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.

  Continues to send spam email in violation of federal law after unsubscribing countless times.

  Business Response

  Date: 09/30/2023

  Hello ***, 
  
  I am deeply sorry you have unsubscribed from receiving ZAGG promotional emails but continue to receive them. Had you reached out to us directly I would have been more than happy to investigate why this is still happening. ZAGG does not purposely continue to disregard our customers' wishes but we do have to be notified to fix any problems. 
  
  I have passed along your information to our *************** Manager to investigate what *** be happening, and I can update you once I hear back.  
  
  Please note, this is only regarding marketing promotional emails, ZAGG will continue to send emails that pertain to any orders or warranties that *** be placed. If you wish to have all your information deleted, please fill out the following document: 
  
  *******************************************************************************************************;
  
  Please look for an email next week from ZAGG as we should have an idea of what has been happening.   
  
  Best regards, 
  Sidney