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:09/08/2023

  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.

  Screen protector is supposed to be protected by lifetime warranty but they are always out of stock so you will never get your replacement

  Business Response

  Date: 09/12/2023

  Hello ******,

  I am very sorry the InvisibleShield you need under the ZAGG Limited Lifetime Warranty is not available when you need it. I can certainly understand how extremely frustrating that would be. I am happy to let you know what needs to happen if your InvisibleShield is no longer available. 

  If you do not see your item available, you should always reach out to the ZAGG Customer Care Team. They can investigate your concerns and if we do not have the product in stock, or we stopped making the product, and yes, we can stop making a product due to demand, we can get you a special order by having the InvisibleShield cut and mailed to you. The only thing you should know about that is we have limited material we can cut by hand, but we are still honoring the Limited Lifetime Warranty:  
  
  Per the ZAGG Limited Lifetime Warranty Policy:

  ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product of equal value. 

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

  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. 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.

  
  In reviewing the product on your ZAGG account, I only see the InvisibleShield Glass+ VisionGuard for the Google Pixel 3 XL (Case Friendly) Sku *********. So, if your concern is for another InvisibleShield I would need to know what that one would be. In the meantime, it does appear that we are able to warranty the InvisibleShield Glass+ VisionGuard for the Google Pixel 3 XL (Case Friendly).  You would just need to go to your registration listing in ZAGG.com online account, and place the warranty order. If you should run into an error then could you please provide a screenshot, so I can see exactly what you are running into? 
  
  Please let me know what happens and I would be happy to investigate your concerns with more information on specifically what message you get.  
  

  Thank you for your patience and understanding in this matter.

  All the best,  
  Sidney 

• Initial Complaint

  Date:09/07/2023

  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 waiting months for a replacement screen protector for my ****** pixel 7. when It was registered and popup stated it was on out of stock and I could be notified when it came in, typically 2to 4 weeks. SCR Zag ***** GP7 SKU: ZAG200110705 purchased on 11/11/22 through ******* with ****** phone . Order NO. *******. IT has been 4 or 5 months since I requested replacement. I like the screen protector but if you can not replace it and your authorized repair facility doesn't have one either. Please find a way to honor the warrantee in a timely manner or refund my money.

  Business Response

  Date: 09/08/2023

  Hello ******,

  I am very sorry to learn you have been waiting months for the sku ZAG200110705 to become available. I understand how frustrating this must have been for you.

  I can tell you that skus change and even though we do not have the particular sku 200110705 IS-Glass Elite AM B-*******Pixel 7-CFS-FG-VZW available to the public, we do have the same model InvisibleShield under a different sku that you do not have to wait for. If you had emailed, called or chatted with our ZAGG Care Team, they would have been able to help you.

  All you need to do is register this product Glass ************ Pixel 7 (Case Friendly) ********* and then you can request a warranty replacement.

  As for your desired settlement, ZAGG is only able to refund purchases made directly from ZAGG.com, and I have explained what product you need to register for your Limited Lifetime Warranty.

  I am very sorry for any frustration you have experienced and hopefully this information will resolve your concerns.

  Warm regards, 
  ***********;

• Initial Complaint

  Date:09/06/2023

  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 wireless keyboard on 12/21/22 from Best Buy. According to their warranty they would replace the keyboard within a year if the keyboard stopped operating properly. I have been going back and forth with the company to honor their warranty. I have provided them the receipt as requested as proof of purchase. I mailed in the keyboard back to the company and after multiple emails they will not answer my question as to how they track receipt of items returned to them. I can't locate the tracking number from the post office at this time.

  Business Response

  Date: 09/07/2023

  Hello ******,

  I am very sorry you have been dealing with this issue since December, and I can certainly understand your frustration. I was able to locate a canceled warranty order from May 12, 2023, ************, but nothing from December, and we do not have any documentation that we received any returned product on your ZAGG account. However, I am happy to sort this out and come to a resolution.

  I have placed a warranty order for the Pro Keys Apple iPad 10.2-inch for iPad gen. 7,8 & 9, and the order number is *******. We know you do not have an old product to return. 

  I am sincerely sorry for the handling of this situation from the ZAGG Care Team, as any supervisor could have overruled and assisted with your request, with minimal investigation.

  I would like to suggest for any future orders, that you please keep any communication and also any return shipping information. As with any warranty from any company, documentation is very important and ZAGG typically does require some proof of a returned item.

  I sincerely hope this clears up your concerns, and yet helps you understand ZAGGs requirements for the 1-year warranty we offer.

  Warm regards,  
  Sidney 

• Initial Complaint

  Date:09/01/2023

  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.

  On July 26, I put in a request for a replacement for my damaged screen protector. The item was on backorder. I was told typically 2 weeks to wait for backorders. After some time, I emailed asking about the status and it was still on backorder. Then they offered me an option to take a screen protector of lesser value. I asked them if I would be reimbirsed the difference and they said no. Now I am going on over a month with no screen protection on my $1500 phone. The only reason I bought this product was the warranty and now they're hitting me with a bait and switch option. Will they pay to replace my screen if it gets damaged since they are unable to live up to their end of the bargain?

  Business Response

  Date: 09/05/2023

  Hello ***, 

  I am so very sorry your BBB complaint has not been responded to. I understand how upsetting it must be to feel as though you have been hit with a bait and switch. I guarantee this is not what ZAGG is doing with you. 
  

  In reviewing the history of your account, I show we shipped the order ******* placed on July 22nd, 2023, for the InvisibleShield Fusion Defense Galaxy S23+ (Case Friendly - BBY), Sku *********. The ***** tracking number ************ delivered July 25th, 2023, at 5:05 PM. Are you claiming you did not get this order? Or you received the order and are needing another InvisibleShield warranty? 

  Currently, we are out of inventory on the following skus on your account: 

  ********* no inventory 
  200310860 no inventory 
  200310859 no inventory

  I am not making an excuse and I find it totally unacceptable that our customers have to wait for protection on their devices, we do run into inventory situations where this does happen from time to time and we literally cannot provide you with the original protection you may have had, but per our warranty policy, we can provide you some protection with a different InvisibleShield until we receive your specific InvisibleShield.  
  

  I have reached out to our Operations team to find out when we will have your specific InvisibleShields in house. In the meantime, I do suggest you work with the agent that you have been communicating with and get your device some protection in the meantime.  
  

  As for a refund, if your initial order was with ZAGG.com directly we are able to issue a refund. Otherwise, if you purchased from a third-party reseller, you would need to reach out to them for any refund information, and I can only offer you in-store credit for a new ZAGG.com order. If you would like that, please send me your proof of purchase and I would be happy to issue you in-store credit for the amount you paid.  

  In the meantime, I will have to wait until I hear back from our Operations team about when we can expect more inventory.  
  

  Thank you for your patience and understanding in this matter and I look forward to hearing from you. 
  

  Warm regards, 
  ***********;

• Initial Complaint

  Date:08/30/2023

  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.

  As with the other complaints, I purchased a ZAGG screen protector for an Iphone 13 and a Zagg screen protector for a ******* Galaxy S23 from a ******* store in ******* ******** in June 2023. I registered both the products within 2 days of purchase. Now ZAGG has "updated its system" and requires new logins and new passwords. None of which will work and none of which end up getting me into the system to receive the guaranteed "lifetime replacement". This is a total waste of money. Do not buy a ZAGG anything. I won't ever again.

  Business Response

  Date: 08/31/2023

  Hello *********,

  I am very sorry to hear about the problems you have had with your passwords since we upgraded our system. I certainly understand your frustration, and I want to get this resolved for you. Most of our customers have not had any problems since our change, but there is a handful that seem to be having the same issues as you.

  I did not have any luck finding an account with the information you provided in this complaint, and that could be part of the problem. It is possible your account *** not have migrated over. or perhaps the ZAGG account is under different information. Either way, I would like to have one of our specialists from our Care Team call you so we can get this resolved. If you could give me the best time along with the best phone number, for someone to reach out to you, I have no doubt we could easily resolve this. 

  I look forward to your response.

  All the best, 
  ***********;

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20544748
  
  Sure.  Call me at ************.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 09/06/2023

  Hello *********,

  Thank you for your response. Please expect a call from ***************** this afternoon, September 6th. She is one of our supervisors and will help you get set up. 

  I appreciate you allowing us to reach out to you and help you with your ZAGG account. 

  Warm regards,

  ******

• Initial Complaint

  Date:08/30/2023

  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.

  Zagg, under its Mophie brand, sells an item called 3-in-1 travel charger with MagSafe. This item is defective as it often requires a consumer to unplug and re-plug the unit in order for the pet that charges an iPhone to work again. Once freshly plugged in, it will charge an iPhone indefinitely until it is removed for some time. Sometimes it will still work when an iPhone is placed back on the second time. Sometimes it wont. Regardless, at some point it will stop working. Zagg has admitted to this intermittent charging issue and released a firmware update. However, the firmware update did not solve the issue. A quick search on the internet will show many consumers with the same issue. Zagg has offered a replacement, but requires the consumer to pay for shipping. This is unreasonable for a defective item. I want either a full refund of the item, which doesnt seem to be an option, or a replacement of a working unit (free shipping). Zagg doesnt seem to have any urgency in resolving this item that clearly has affected a lot of consumers globally.

  Business Response

  Date: 08/31/2023

  Hello ********, 

  I am  sorry you have been trying to warranty your 3-in-1 travel charger and are seeing a charge for shipping and handling fees. You are correct in that we are aware of the problem and have been working with thousands of customers, and we have resolved the intermittent charging issue with your 3-in-1 travel charger with MagSafe. 
   
  To get you charging again, mophie will ship you a dongle/firmware update kit that allows you to easily update the product within 2 minutes. To receive this kit, add the item in this link to your cart on ZAGG.com and complete the checkout.  The item is free of charge and will ship after normal processing time. Only one kit is needed regardless of how many 3-in-1 travel chargers you own (note, only one item can be ordered per customer). Instructions will be included with the item. 
  

  If you have not requested your dongle/firmware kit, please do so. If for some reason the dongle does not correct the issue you are having, then the root cause you are experiencing could be something other than firmware related. At that time you would want to reach out to us, and we are happy to work with you in getting a warranty at no cost.  
  
  As for your request for a refund, ZAGG is only able to refund purchases made directly to ZAGG. 
  
  I hope this information is helpful and explains what actions we have taken to work with all our customers who have the 3-in-1 travel charger. 
  
  If you have any further concerns, please let me know.  
  
  All the best, 
  Sidney 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20543437
  
  I am rejecting this response because:

  I sincerely appreciate the quick response from Zagg. I have requested and received dongle mentioned in Zaggs response and it did not work. Intermittent charging still occurs with my unit. While I do really enjoy the form factor of this product, the fact I see many people on various websites stating their warranty exchange also has the same issue, I currently dont have confidence in receiving a working unit. I do prefer a refund and my unit was purchased directly from Zagg. Please advise how to proceed to finalize this. As the response is published I will not provide my order number here. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/01/2023

  Hello ********,

  I am sorry to hear you are not satified with a free warranty offer. Even though your original order M2Z0058FE5E0 dated December 25th, 2022 is very much outside the ZAGG 30-day refund time frame, I was able to issue a refund for $103.56. 

  Refund Transaction ID
  ********
  Refund Amount
   $103.56 USD
  Refund Status
  Submitted For Settlement
  Refund Date
  09/01/2023 10:33 AM MDT

  This should close your concerns.

  Best regards,

  ******

  Customer Answer

  Date: 09/01/2023

  thank you to Zagg for resolving this issue to my satisfaction and would like to check with Zagg on how to return their defective product. 
  

   
  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:08/29/2023

  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 trying for more than two months to get a broken phone case warrantied, I initially contacted Zagg through Amazon never got a response I then have been calling them and trying to reach them through livechat. Even after following the steps on their website in doing the warranty replacement Zagg is trying to charge me for shipping even though they state the following: "Zagg warrants not to charge any shipping and handling fee for replacement requests required by Zagg."
  
  Numerous livechat attemps and phone call attemps with no response and I have still never heard back from Zagg regarding getting my warranty replacement without paying for shipping.

  Business Response

  Date: 08/31/2023

  Hello *****,

  I am sorry to hear you have had so much trouble in reaching someone from our Customer Care Team. It does look like you touched base with Nichole on Live Chat on Tuesday, August 29th, but then the chat disconnected, and you did not reach back out. We have not received any contact through Amazon, or that would have been addressed right away.  
  
  It is unclear where you were told "Zagg warrants not to charge any shipping and handling fee for replacement requests required by Zagg." This has never been the case with ZAGG. I have been with ZAGG 15+ years, and I assure you ZAGG has always charged a shipping and handling fee for warranties.

  The replacement case is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website, and on 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 product, with appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order.  I apologize if you received misleading information from a third-party reseller. 

  If you provide me with the exact device and case you are looking to warranty along with a valid shipping address, I am happy make a one-time exception and order a case for you, however, in the future you will be asked to cover the shipping and handling fees.

  I look forward to your response, and again, I am sorry for any inconvenience and frustration you experienced when trying to reach us.

  Best regards, 
  Sidney 

  Customer Answer

  Date: 09/05/2023

  Hello Sidney thank you for your response, kindly please assist me with getting a replacement to my iPhone 12 with the closest case you have to what I had ordered in stock of the crystal palace snap SKU: *********

  my shipping address is 
  **** ***** ******, Huntington Park CA 90255, United States

• Initial Complaint

  Date:08/24/2023

  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.

  Registered product for limited warranty on 1/19/22. Went to submit claim on 8/24/23. Product wasnt showing up under my account. Notice at bottom of page said they were switching systems and in the process of transferring everything so some products may be missing. Waited on hold an hour. No answer. Scam.

  Business Response

  Date: 08/24/2023

  Hello ******,

  Thank you for reaching out to ZAGG about your previous registration. I assure you ZAGG is not scamming you. In our recent upgrade in changing systems, some of the data did not migrate as anticipated, and unfortunately it appears your registration was one that did not batch. Since making the system change, it has created more contacts than normal and our waiting time to speak to someone has increased greatly. I apologize for this extreme inconvenience.

  You are certainly *********** your Limited Lifetime Warranty, and we will honor it. We only have to get your device and product registered again. This is of course something you could do should you choose to, but I am happy to do it for you if you wish.

  If you can please respond with your exact device model and the name of the InvisibleShield you purchased, in full, I am happy to get that registered and then you will be able to order your warranty. 

  I look forward to your reply and clearing this up for you. 

  Best regards, 
  Sidney 

• Initial Complaint

  Date:08/15/2023

  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.

  On 8/20/22 I purchased an Invisible Shield GLASS XTR SP for my Iphone 13 from the T-Mobile Store in Clermont, Fl. The Shield was registered the same day, 8/20/22 and I received a registration confirmation email. The registration # given is ************. I have been attempting to request a replacement due to a crack in the screen protector. I initiated contact two weeks ago. I have followed every "prompt" for doing so....I have been given three different "ticket" numbers to address my request. I have been prompted to change my password. Done! I have been given no assistance. I have called multiple phone numbers found on their website to only get a series of outgoing messages with the same unhelpful information referencing the same websites. I have sat with my phone on hold for so long that the phone lost its charge. I simply want a replacement for the invisible shield protector as per the warranty. Thank you.

  Business Response

  Date: 08/16/2023

  Hello *******,

  I am so sorry this has been such a frustrating experience for you. I can certainly understand your confusion if your previous registration is no longer on your account. ZAGG has recently made a change in systems and not all registration migrated over, thus causing situations like this, in that you cannot find your previous registration, in addition to receiving automated emails not being helpful. I am happy to take care of this for you. 

  I created a new registration for you and now when you log into your ZAGG online account and go to Registered Items, you will now see your registration under *******.

  I am sincerely sorry for the inconvenience and frustration you have experienced, but you should be all set now and be able to order the warranty you need. 

  Warm regards, 
  Sidney 

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REGARDING ORDER #*******
  On 7/13/2023 I placed an order for a Rugged Book for an IPad Pro 11", 4th gen tablet. I recieved a confirmation email for my order on 7/14/2023 which stated standard delivery was expected in 5-7 business days +processing time. The website itself says to allow 1-3 days for processing. I have been checking daily for an email confirming shipment, but I've not recieved any communication from Zagg regarding my order since that 7/14/2023 order confirmation email. I have not recieved my item, shipping has never been confirmed, a tracking number has never been provided to me, and there has been no communication about any delays. It has been 26 days since I placed my order and 25 days since Zagg last communicated any order details (order confirmation email).
  Today I happened to go look at the website again to learn how the keyboard is powered for my ordered item, and it is now listed as "Out of Stock". It was not out of stock when I placed the order. My daughter is leaving for college in 5 days and she will have no case and no keyboard to allow her iPad to work as a laptop. Ive tried to contact Zagg multiple times with no luck...wait times are so long and I am at work from 8am-4pm, leaving me with only my drive home as a time that I can call. I am frustrated, to say the least. At this point, I simply need a refund so I can purchase something, anything that will even half-way serve my daughter's needs before she leaves for college. I'm incredibly disappointed since this was the best rated option that allowed her iPad to double as a laptop. She and I were both very excited when we discovered this product and were anxiously awaiting it's arrival. I've simply run out of time to wait and completely run out of patience waiting for some type of communication. At this point, I have no choice but to ask for a refund.

  Business Response

  Date: 08/08/2023

  Hello ********, 

  I am sincerely sorry for the experience you have had with ZAGG regarding the order for your daughter. I can certainly understand your frustration and disappointment.

  In looking into this situation, we found the order did not process like it should have. We have our IT team looking into this problem, so that this does not happen again, but I certainly want to take care of you and your daughter.

  I have refunded your order in full. If you would like I can send your daughter, the keyboard you both wanted. Just let me know which address I can send it to, and I will be happy to get that done. In doing so I will need to create a ZAGG account and would like your permission to do so. 

  I look forward to your reply and again, I am very sorry.

  Best regards, 
  Sidney 

  Customer Answer

  Date: 08/08/2023

  
  
  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,
  
  
  
  ******** *******