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:09/25/2023

  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 have been attempting to file a warranty claim for my Apple Watch 4. The website does not work. I have tried to call the company was waiting on hold for **************************************************************** and I have tried to email customer service with no avail. It is ridiculous the lack of customer service with no way to reach anyone at this company.

  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 what you see when you try to place a warranty order online at ZAGG.com and in the communication and the lengthy delays you have had with the ZAGG Care Team and when trying to reach us.  
  
  ZAGG recently updated our systems and in doing so, has 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. 
  
  For the inconvenience I am happy to order two of the GlassFusion+ Apple Watch Series 6/SE/5/4 (Case Friendly) for you as your current product is out of inventory for the time being. 
  
  Please let me know if you need the 40mm or 44 mm. Once I have this information, I would be happy to place a free one-time order for you.  
  
  I look forward to your reply. 

  
  Best regards, 
  Sidney 

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20655910
  
  I am rejecting this response because: size 44mm is needed and I was not given any options to respond other than this. If I am sent the watch screen protectors I will accept the resolution. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/03/2023

  Hello ********,

  Thank you for your reply. I have placed an order for you under ******* for two InvisibleShield GlassFusion+ Apple Watch Series 6/SE/5/4 (Case Friendly) sku: ********* Size: 44mm. 

  The shipping address is: 

  40853 ***************
  *****, ********** 92203-3874

  Once the order ships you should be receiving an email from ***** with the tracking information.

  If you have any other questions, please let me know. 

  Regards,

  ******

  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:09/25/2023

  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 a ******* Galaxy S22 Ultra smart phone. I purchase all of my phones & screen savers thru ******* & have for years. I purchase Zagg for *********************** Recently the quality has not been as good & when I attempted to order a replacement on line it says that Zagg doesn't have the Ultra 22 screen saver product & to contact ***************** Have tried ****************** live chat unsuccessfully & have been on hold 50 minutes wirh no idea of when or if a real person will answer. I am very irritated!!

  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 what you see when you try to place a warranty order online at ZAGG.com and in the communication and the lengthy delays you have had with the ZAGG Care Team when trying to reach us. 

  ZAGG recently updated our systems and in doing so, has 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.

  In reviewing your account, past registrations and warranties, I have gone ahead and placed a free order ******* for you for one each of the following:

  Fusion Defense ************* Galaxy S22 Ultra (Case Friendly-BBY) Sku *********   
  Fusion XTR Curve with D3O ******* Galaxy S22 Ultra (Case Friendly) Sku 200309318

  I do not find that we have stopped carrying the products you tried to warranty, but without screenshots of what you saw, I am at a loss to explain what happened.

  I do hope that you except my apology and the two free InvisibleShields I am sending. We hope to resolve the longer than normal connection time with our Care Team as we continue to work every day to help everyone who has reached out to us and give them the service, they are used to from ZAGG. 

  Thank you for your time and feedback, as we always want to hear from our customers about how we can make your experience better.  

  Best regards, 
  ***********;

• Initial Complaint

  Date:09/22/2023

  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 paid for a warranty replacement glass elite shield for my iPhone, 12 on June 19, 2023 received my replacement. Waiting to install because we were moving. Opened today and replacement was damaged. I have called Zagg and been on hold for over two hours and 40 minutes today. Never speaking to anyone. I have used ZAGG for many years with no issues, but today is ridiculous. I just want my screen cover shield replaced.

  Business Response

  Date: 09/27/2023

  Hello *****,  
  

  I am very sorry to hear the InvisibleShield you ordered in July 2023 somehow became damaged during your move, and you waiting on hold for so long and still did not get a chance to speak to anyone. ZAGG recently upgraded our system and in doing so, has caused a lot of customer contacts, which has impacted customers like yourself with long hold times. I am very sorry ou had this experience.  
  
   ZAGG notes in our policy:  
  
  ******************************************* 
  
  Claims for damaged or missing items must be received within two business days of receipt of merchandise. 
  
  As you did not contact us right away there is no way to tell if the InvisibleShield arrived damaged, or the package got damaged during your move.  
  
  I am happy to make a one-time exception and I have placed an order ******* for you today, and as the iPhone 12/11/XR are older, the only option I was able to order for you was for the: 
  InvisibleShield Glass Elite VisionGuard+ Apple iPhone 12 Pro/12/11/XR (Warranty Only)  sku *********. 
  
  I hope this will be sufficient for you and I only ask that next time you order the InvisibleShield that you please open the box as soon as you get it and install it on your phone. 
  
  Sincerely, 
  Sidney 

  Customer Answer

  Date: 09/27/2023

  
  
  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:09/22/2023

  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.

  July 2022 we bought new Cases and phone screens from Zagg. We paid 199.30.We bought these cases because they were a life time warranty and we can replace them for 5 dollars anytime we needed a new one.
  Dec 2022 and Jan 2023 i first contact Zagg customer service to try to get our phone cases replaced and they said they are out of stock. And i would be notified when they are back in stock. Also there phone cases are proven not to cause phone damage. Due to a faulty case i now have a completely cracked screen they refuse to pay for. September 22nd i received a email stating they no longer carry my phone case. And they refuse to give me a refund. They shouldnt offer life time warranty and replacement when they dont even carry the cases for my phone and screens

  Business Response

  Date: 09/27/2023

  Hello *******, 
  
  I am so sorry to hear your phone screen became damaged somehow. I apologize for any confusion on your expectation of our cases, and I understand how frustrating this must be for you; however, this is not something that ZAGG states the case will protect against.   
  
  It is never ZAGGs intentions to mislead any of our customers. As far as our liability is concerned, it is for the ZAGG product only. This is publicly stated online in our FAQ section of our website. I am very sorry for any frustration you may have experienced. Regarding the cases and your statement “phone cases are proven not to cause phone damage.” ZAGG does not make the claim that using our cases will prevent any damage. We do state “impact protection drop resistant and can take on almost anything”. There is not a product that can prevent every possible situation where a device could become damaged, and I am very sorry if your purchase was made thinking the cases would prevent all damage. Our cases will prevent most situations, but we have never claimed your device will never be damaged if our case is used.   
  
  The purchase you made at the Brea Mall is a kiosk that sales our products, but kiosks are independently owned and operated. Just like a store such as Best Buy, that sells ZAGG products, they are their own business, and this is the same for the kiosks that you might see in a mall. ZAGG is only able to refund purchases made directly from ZAGG.com. You would need to reach out to the kiosk where your items were purchased to find out about their refund policy.  
  
  As for the ZAGG warranty policy concerning the Limited Lifetime Warranty:  
  
  *************************************** 
  
  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. 
  
  In situations where we are not able to offer a comparable exchange in products, which is extremely rare in my 15 years with ZAGG, we can offer you in-store credit for the price paid when purchased, and the in-store credit can be used on any item from ZAGG.com. While this is not how I would like to resolve this situation, if we currently do not have an option to exchange, and the items were not purchased directly from ZAGG.com, in-store credit is our only option.  
  
  In looking at the receipt provided in our communication with us,  I would be happy to provide you with an in-store credit for the full value of the receipt dated July 6th, 2022, for $184.97 
  
  I sincerely apologize for us not having a product right now that we could exchange for your specific device.  That does not mean we might have one in the future, but that does not help us here and now. 
  
  Again, I am very sorry for any frustration you may have experienced and misunderstanding, and if you would like my offer of in-store credit, please let me know. 
  
  Sincerely 
  Sidney

  Customer Answer

  Date: 09/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: why would I want a in-store credit for the amount I paid for two screens and two phone cases when you guys do not carry my phone cases nor my phone screens? What am I supposed to do with the store credit that I cannot use on any of my devices and no that is not acceptable because you're giving me a credit for the product I purchased and have a lifetime warranty yet you guys no longer sell the phone cases or phone screens. If I would have known that you guys were going to discontinue my phone case and phone screen I wouldn't have spent $185 to purchase these two screens and two phone cases I would have took my business elsewhere I am requesting a full refund of $185 so I can go elsewhere and purchase a phone screen and phone case! How can your only option be to give me store credit when there's nothing I can purchase on your site this doesn't make any sense
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/18/2023

  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 believe Zagg played a really bad joke on me, I bought a privacy protector for the iPhone 15 Pro Max, and today I was surprised when I opened the FedEx package with this piece of camera lens. I request urgent action!
  
  ORDER NUMBER: ******* 
  ORDER SUMMARY
  
  Product Name: Invisibleshield Glass Elite Privacy Apple iPhone 15 Pro Max (Case Friendly)
  
  Quantity: 1
  
  Price: $44.99

  Business Response

  Date: 09/19/2023

  Hello ******, 
  
  I am so very sorry for the mix-up and you receiving the incorrect product. Upon investigation, we found the two products had very similar skus: 
  
  Glass Elite Privacy Apple iPhone 15 Pro Max (Case Friendly) Sku ********* 
  
  InvisibleShield Glass Camera  Sku ********* 
  
  Due to you reaching out, we discovered our mistake and we have corrected it immediately.  
  
  It also sounds like you were able to speak to a livechat agent this morning who offered you a refund for the error. So, you will not only get a full refund, but I have also ordered the product for you again under the order of *******, which will ship with FedEx Ground shipping.  
  
  Please use the incorrect InvisibleShield we shipped or feel free to dispose of them anyway you see fit.  
  
  I am sincerely sorry for this mix-up, and I hope by the steps we have taken, shows you ZAGGs commitment to our customers. 
  
  Warm regards, 
  Sidney 

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:09/14/2023

  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 have purchased multiple Zagg screen protectors, and registered 2 or 3 of them. They were showing on my zagg account before and I was able to request replacements as noted in the warranty. About 6 months ago I tried to go online to request a warranty replacement. None of my registered products were showing, however it is clear from the transaction history that I have received replacements before for the products. The website said they were upgrading their system and to keep watching if previously registered products don’t show and that they would show up soon. Well as of yesterday they are still not showing and today I cracked my last screen protector and need a replacement.I even have 2 of the original boxes to prove purchases. I have tried calling multiple times and been on hold for an hour each time before hanging up. I am frustrated that I paid money for these items with a warranty replacement and have been unable to use them and unable to speak with someone. I am seeking zaggs resolution to this problem.

  Business Response

  Date: 09/16/2023

  Hello ****, 
  
  I am very sorry to hear your previous registrations have been missing for a while and you have not been able to reach our Care Team for assistance. You are correct in that we have advised on ZAGG.com that we have been migrating orders/registrations/and warranties over to our new system. Regrettably not all registrations batched over, but I can see your ZAGG account and three previous warranty orders. This is a simple solution, and we can certainly get this taken care of quickly for you. 
  
  I see the previous three warranties on your account have been for the InvisibleShield Glass Elite VisionGuard+ Apple iPhone 11 Pro Max/Xs Max (Warranty Only) Sku *********. I do not want to assume this is the InvisibleShield you need, but all we need to do is get your product registered and then you can place a warranty order. 
  
  If this is the InvisibleShield you need, just confirm it here and I can create the registration for you, or you do have the ability to go to ZAGG.com and create a new registration.  
  
  As for the delay in reaching a Care Agent, I am very sorry, but since our upgrade of systems we have been experiencing a large number of contacts, which has created longer than normal delays. I am very sorry that you have not been able to reach anyone.  
  
  I look forward to your response and thank you for your patience and understanding in this matter.  
  
  Best regards, 
  Sidney 

  Customer Answer

  Date: 09/17/2023

  
  
  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. (please see note below about acceptable resolution for this case).

  I purchased 2 of the products so that I would always have a back-up. The first one broke about 6 months ago (when I first tried to reach out) and the 2nd one broke a few days ago. I need both replaced using my warranty. I cannot add them to my zagg account myself as I can't find the sales receipts, but I have included pictures of both the front and back of the boxes. I know I need to pay for shipping for both screen protectors, but was unsure how to do that If you place the order for me. Please advise. Thank you!
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/14/2023

  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 Mophie XXL Powerstation from a local retailer. After purchase my product stopped working. I submitted a claim with Zagg, Inc and they quickly sent me a new product and a return label for my old product. I promptly sent back my old product with the shipping label provided by Zagg. I have received two emails stating I haven't sent my item back and that they will be charging my card if I do not return my product. I have repeatedly sent email notice and called their support line with no response and sitting on hold for 30+ minutes. I have done everything they ask and the continue to threaten charging my card.

  Business Response

  Date: 09/14/2023

  Hello ****,

  I am very sorry to hear you are still receiving reminder emails to return your product. I am happy to let you know that yes, we received your product on August 31st and your account has been noted. However, as we have updated our systems, and during this time frame since our change, we have been unable to get those reminder emails turned off. I can assure you we are working with all the appropriate departments to get this resolved. There should only be three emails coming from ZAGG so if you should receive any more, just ignore them.

  I am sincerely sorry if we have not responded to any previous emails, you may have sent to us prior to today. I can confirm you received two responses today from our Care Team.

  Thank you for your patience and understanding and again, I sincerely apologize for this inconvenience and any frustration we have caused you. 

  Best regards,

  Sidney

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:09/12/2023

  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 have attempted to file a warranty claim for a iPhone 13 screen protector; however, I cannot get ahold of the company online (they are not accepting phone calls). All of my previous purchases uploaded to their website have disappeared making it even more difficult to obtain a warranty replacement.

  Business Response

  Date: 09/13/2023

  Hello *****, 
  I am very sorry to hear you have not received a personal response to you reaching out to us via email. ZAGG accepts calls during our business hours. Due to some recent system changes, we have been experiencing heavy call volumes which has caused a delay in reaching a Customer Care person, but we are absolutely taking calls. 

  If you would like a personal call, please provide the best time to reach you and the best contact number. We will need to get your item registered and then get you a warranty ordered and for that we will need some additional information.

  I look forward to your response so we can get you in touch with a specialist that can get this taken care of for you.

  All the best, 
  Sidney 

  Customer Answer

  Date: 09/13/2023

  
  
  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:09/12/2023

  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 recently brought my iPhone to a Zagg location in New Jersey to have tempered glass replaced on the back of my iPhone 11 Pro Max. This transaction of $150 was done on September 11, 2023. I brought my phone into the location at 5:00 and was told that the phone would be completed in two hours and that I'd be able to pay the $149.28 when I returned to pick it up. I returned at 7:00 p.m. to pick up and pay for the installation. I noticed issues with the phone after the location closed. Before 5:00 p.m., I did not have an issue with my battery overheating. Once I received my iPhone back, it was now experiencing two issues. The first issue is overheating caused by the installation of the new back piece, and the second is the adhesive used to glue the back of the burning caused by the replacement. I brought this issue up to the associate, and they refused to inspect my phone or offer a back replacement as whatever was changed on my phone is now causing issues where I am unable to use my phone without it overheating. I find this to be completely unprofessional for customer service as the associate denied any claim of accountability with my iPhone. He also included that if I will need a replacement per the replacement it would be extra regardless if the same issue occurs!

  Business Response

  Date: 09/13/2023

  Hello *******,

  I am very sorry to hear you took your device to a kiosk in New Jersey and now you are experiencing problems with overheating and adhesive problems. I can certainly see how this could be very upsetting.

  You may not be aware, but all kiosks are independently owned and operated. ZAGG does work closely with their managers, but we do not have any control over their day-to-day business.

  I suggest you reach out to the store manager to see what the manager can do to resolve this to your satisfaction.  

  I am terribly sorry, and I sincerely hope the manager and you can reach a quick resolution.

  All the best, 
  Sidney 

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I appreciate the quick response from Zagg, but I am still unable to use my phone. The manager has refused to help me, and I currently do not have confidence that the location will help me in the future. I do prefer a refund, and my purchase was made directly from a Zagg location. Please advise how to proceed to finalize this, as I no longer have a working phone due to the mishandling of your storefront employees.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/14/2023

  Hello *******,

  I am sorry you are rejecting my request to work directly with the store manager, but I can understand your concerns. I have reached out to the Manager, over the Franchise Market Sales Team and explained your concerns and have asked them to intervene and reach out to you and the store manager in hopes for a resolution for you. Please beware you will be contacted.

  As for your request for a refund, as you purchased your product from a third party, you will need to go back to the place of purchase, ZAGG is only able to refund purchases made directly from ZAGG.com. If I am misunderstanding your reply and you made your purchase directly from ZAGG.com I would need to know the order number or the date and time of purchase so we could locate the order.

  Again, I am sorry you have had this experience from a kiosk and I sincerenly hope this can be resolved between the store and yourself with assistance from the Manager of the Franchise Team. 

  Best regards,

  Sidney

   

  Customer Answer

  Date: 09/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have yet to be contacted by the Zaggs representative to resolve the issue
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/20/2023

  Hello *******,

  I am sorry you are rejecting my response. I have been notififed by the Manager of the Franchise Team, they have reached out to you but they had to leave a message. 

  This is the actual response I got back from the  Manager of the Franchise Team:

  "I reached out and left the customer a message. Do you know which location he visited? I do not show a transaction under this customers name in our database."

  I will be happy to reach back out and let them know you are still waiting for contact. Please know the phone number will be an 801 or 385 area code which are Utah area codes.

  Other than you working with the Franchise directly, I am sorry there is not anything the ZAGG Corporate Office can do in these situations. 

  All the best,

  Sidney

• Initial Complaint

  Date:09/11/2023

  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 a longtime purchaser of ZAGG screen protectors for the various phones I've owned. Historically they offer FREE replacements at Best Buy, or paid shipping from them. Because I signed up to get lifetime free replacements, I'm going to get the entirely free option. However, Best Buy has been out of the specific unit for a long time (only one generation from current, so there's no reason) and have not been restocked at any of their stores in a 30min drive. Best Buy told me to contact ZAGG, and I've sent multiple emails to support with no response. In the meantime, I visited the official ZAGG repair location at the local mall - only to be told that they charge a $10 convenience fee for the ZAGG replacement... wait... so it's $10 to ship, or $10 to fix? So you're charging us $10 for the replacement... got it. The website says "some locations have a fee" but if you OWN and send customers to that location, the fees should be known and published. There's ZERO reason the customer should be following up on this when it's a company instituted fee. Best Buy locations are NOT even listed on the site - so you have to have known about it off-hand to redeem your warranty replacement. I believe the company is intentionally misleading and obscuring fees to keep customers buying their product on the promise of a free warranty replacement while finding ways to charge for it in every manner.

  Business Response

  Date: 09/12/2023

  Hello *******, 

  Thank you for taking the time to contact ZAGG. I am very sorry to hear that you are disappointed in Best Buy not carrying the InvisibleShield you need for your electronic device, the Kiosk warranty policy, and the ZAGG advertising of the Limited Lifetime Guarantee. Customer satisfaction is very important to ZAGG, and I would be happy to explain the Limited Lifetime Guarantee process at least for ZAGG and why kiosks charge a $10.00 installation fee.

  Both Best Buy and kiosks are independently owned and operated, so ZAGG Inc does not have any control of what products they choose to carry, and as with any business, I am sure they stock the most recent and common items they can sell. 

  The kiosk you went to at the mall, they do honor the ZAGG Limited Lifetime Guarantee, where the InvisibleShield is free no matter how many times you need it, but they do charge a professional installation fee, which the amount does depend on the size of the device. The $10.00 installation fee for most cell phone devices covers anything that might go wrong with the InvisibleShield within a two-week time frame, they will replace and install the InvisibleShield for free. They also need to have the old InvisibleShield returned at the time of the installation.

  As for ZAGG Inc the invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the ZAGG website and on all our packaging, 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. ZAGG does stand behind our Lifetime Guarantee and if you would like to try the replacement process for one of your devices, there will be a note on your ZAGG account making a onetime exception to waive the shipping and handling fee. Just call or contact our Customer Care Department ###-###-####, Live Chat or Email to help you get this set up.

  Thank you for your patience, understanding and feedback. I hope I have been able to clear up any misconceptions you may have had about the Limited Lifetime Warranty Guarantee.

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 09/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  If there is a fee to replace the shield, either by way of shipping or by way of all available local options your warranty supposedly covers, the verbiage should NOT be portraying the product as free. It doesn't matter if it's a shipping cost or material cost - the consumer MUST pay to get the item in their hands. If there's no way for a customer to go through you, ZAGG, to get the item at no cost, it's not a free item. period. It's a common way companies falsely advertise customers into purchasing their product. And all you have to do is look at competitors to see how this can be done responsibly (eg. Belkin who doesn't charge shipping for their warranty items, and provides access in 3rd party stores at no additional cost for installation). If the kiosk were to provide the item to customers without installing it, then that would be another story. But if they require that they MUST install the replacement, then again, it's not free. AND on top of that, you provide no visibility on your website where you direct customers to the local options for replacement under warranty, to advise of pricing (which - is clearly a standard rate that you have related to me here - so you know what it is but you're intentionally not making that available to prevent people from figuring out the ruse). A disclaimer that "some places may charge a fee" and encouraging customers to do all the legwork to find a place to get a free replacement.... don't carry the name ZAGG and offer a free warranty replacement if you can't control their pricing modalities. 

  Clearly reviewing all these complaints on BBB and elsewhere, you can see that it's not a unique issue - many customers reporting that they spend $30, $40, $50 for the device with the promise of no additional cost over the life of the item - when equivalent products are available for less than half the price, some of which offering a similar or better warranty mechanism. 

  Beyond this, it took weeks to get a response from customer service in a request for guidance on where I can go to receive a truly free warranty replacement, and what to do about Best Buy stock issues (my product is only one generation old and among the most commonly owned models still so not having any replacements in stock is questionable) such that the first response received was this morning AFTER this complaint was filed. It should not take a BBB complaint to get a customer service reply. 

  I'm not accepting a response that clearly ignores the issue at hand and attempts to mask the obvious false advertisement involved here. I had been a loyal ZAGG customer thanks to the COVID period where my replacements WERE sent free (seeing notes here from ZAGG employees stating free shipments were ever done, happy to share emails that contradicts that) and to Best Buy's policy - but learning that's not in face ZAGG's doing means I'm not going to bother getting another ZAGG and switching to a competitor that values its customers and upfront/honest business practices.

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

  Business Response

  Date: 09/13/2023

  Hello *******, 

  I am sincerely sorry for your rejection of my reply. I can understand your frustration with the situation. I will certainly pass along the concerns you have brought up. However, in the 15+ years of me being with ZAGG there has always been a shipping and handling charge regarding any warranty within our policies. As for kiosks, they are to have posted within view their fees, and Best Buy is its own business with their own policies and procedures.

  As for the delays you experienced in reaching a Customer Care Agent, I apologize as we recently made a change to our systems and by doing this have created a lot more contacts than we typically receive, which has caused a longer delayin reaching an agent.  
  As I previously stated, there is a note on your account should you decide to change your mind for a free InvisibleShield. 

  Thank you for your time and feedback.

  Best regards, 
  Sidney