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:08/01/2023

  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 July 10th 2023, I placed a warranty replacement order #******* - a Glass Elite Privacy+ for Apple iPhone 12 Pro (to replace original order #*******). I was charged $10.91 shipping for the replacement, alas the product has never arrived. I made multiple attempts to contact Zagg through its online customer service portal, and likewise via phone to no avail. On two separate occasions I held for greater than thirty minutes on the phone with no response. I have the phone records that will support this narrative. I would like the replacement product sent to me ASAP and/or a refund for shipping costs. If no response is made to this inquiry I will have no choice but to pursue small claims litigation in my home state.

  Business Response

  Date: 08/01/2023

  Hello ***,

  I am so very sorry to hear about the order you did not receive and your multiple attempts to reach ZAGG. I completely understand how frustrating it is to not get a product you ordered and then not be able to reach the company to get a resolution. I am more than happy to assist you.

  I can see you have placed another order and for that I am terribly sorry you paid the shipping and handling fee again. I have refunded your order ******* that was not received and once your new order ******* has shipped, I will refund that fee as well. 

  ZAGG is always happy to assist our customers with lost packages and we recently made some upgrades, which has caused more contact than we typically see, and is causing the delay you are experiencing with our Care Team. Once I see your order has shipped, I will get it refunded and send you an email confirmation.

  Thank you for your patience and understanding during this time frame.

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 08/01/2023

  
  
  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:07/31/2023

  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 started trying to contact Zagg last week in regards to two replacement warranty screen protectors. They do not show up in my account dashboard in which to access them. I have called three times and have been on hold an hour each time, during working hours, to have no one answer. I have tried every resource on the website!! I am not sure what to do at this point, but my screen protectors have a lifetime warranty. Any assistance would be greatly appreciated.

  Business Response

  Date: 08/01/2023

  Hello *****,

  I am very sorry you have been trying to reach us and had such a hard time getting through to our ************* Team. We have recently made some upgrades, which has caused more contact than we typically see. I am so very sorry for you spending so much time trying to reach us.

  I can say it does look like you have been helped, yesterday in fact. I can see you have two warranty orders, and they are being processed.  
  

  Again, I am sincerely sorry for your time and if we caused you any frustration during this time. 
  

  Warm regards,  
  Sidney 

• Initial Complaint

  Date:07/31/2023

  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.

  Tried to use ZAGG.COM for a warranty replacement. Website states that recent changes requires password change to my account. The "change password" function does not send an email link to change the password. Have tried multiple times and checked spam folders. Have seen this complaint on BBB. Tried calling support number numerous times and and held in queue with no answer. Need help in getting a warranty replacement since cannot reach ZAGG via website or by phone. My registration number for the product is M2R005F2A2A7.

  Business Response

  Date: 08/01/2023

  Hello ***, 
  

  I am so sorry to hear you have had a problem with changing your password and I understand how frustrating this can be just from my personal experience with passwords and different sites. 

  If you do not mind trying one more time, I have gone ahead and made a change to your account. Please try to log in again and you should be prompted to change your password. Please let me know if this step resolves this concern.

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

  Warm regards,  
  ***********;

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  

  I was able to get into my account after the password reset provided by Zagg support due to this complaint.   It's unfortunate that I had to spend an accumulation of hours waiting on Zagg's support line to try to get help to no avail.  Zagg knows and acknowledges they are having system issues and has not staffed accordingly.     It's sad that myself and other customers have had to issue BBB complaints to get assistance. 

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

• Initial Complaint

  Date:07/27/2023

  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 glass screen protector for my phone with a lifetime warranty. The screen shattered shortly after purchase and I went to request my replacement and was charged for shipping. There has not been any movement on the replacement, and there has been no customer support.

  Business Response

  Date: 07/28/2023

  Hello *******,

  I am very sorry to hear you have not received any update on the warranty order you placed with us. I would be happy to assist you. I am not able to locate an order with the email you provided, or under the last name. 

  Could you please respond and provide either the order number or email address the order was placed under? Once I have this information, I can investigate what has happened.  

   Thank you for your patience and understanding, and I am looking forward to your response.

  Warm regards,  
  ***********;

• Initial Complaint

  Date:07/27/2023

  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 had an account with them since 2019 and have registered two glass phone products in 2019 and a new one in 6-7-22. My account is saying I have no products registered, but I have the emails for all three and the registration numbers. I need a replacement for the recent purchase in 6/2022 and want to take it to my local store but I am unable to because they are saying I don’t have anything registered. I have called and was on hold for 56 minutes and then again for 44 minutes. This is ridiculous. I just want my recent purchase that I registered to show up on my account so I can go to the store and get my replacement. Thanks

  Business Response

  Date: 07/28/2023

  Hello ********,

  Thank you for reaching out to ZAGG through the BBB dispute process. I am very sorry you were on hold for so long to speak to a Care Agent. We can certainly get you taken care of.

  On ZAGG.com we are notifying customers “Due to changes to ZAGG.com, please change your password to access your account.”, so I am sorry if you missed our notice. With all the changes ZAGG has recently made to upgrade and provide a better and faster experience for our customers, we have had more than normal contacts, which have temporarily created longer hold times, and I understand how valuable your time is. We are still transferring accounts to our new system, and it does appear your account has not yet come over to the new system.

  I am very sorry, but there is an easy solution. We can get you set up with a new account and get your previous registrations added back on and then you can continue with your replacements.

  Please provide me the best time during the week in which I can have a Care Agent call you so we can get this taken care of.

  I thank you for your patience and understanding in this matter. Growth can be hard for any business and if our changes caused you undue frustration, I apologize, and I look forward to your response.

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 08/01/2023

  
  
  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:07/18/2023

  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.

  Order # M2W006287527 placed on 6/30/23 shows delivered 7/5/23, rejected by customer and mailed back to ********************** according to **** tracking. However, the package is nowhere to be found. Cannot reach Customer Service **** Tracking ***************************** Please assist with reaching ZAGG and determining what happened to my order.thank kyou

  Business Response

  Date: 07/18/2023

  Hello *****,

  Thank you for reaching out to ZAGG through the BBB dispute process about your returned order M2W006287527. I am very sorry as it does appear your order was returned to ZAGG on July 11, 2023, based on the information from the USPS.com tracking number **********************. I can confirm we have not received the return so I can only assume the order may have been lost in the mail.

  I have refunded your order $9.99 in full. If you would still like a warranty, please place a new order at your convenience.

  I am terribly sorry you have not been able to reach our ************* Team. We have recently made some changes to our system and our contact volume has been much higher than normal right now. I appreciate your patience and understanding in trying to get this issue resolved.

  I hope the actions taken with your refund has addressed your concerns. 

  Best regards, 

   ***********;

  Customer Answer

  Date: 07/19/2023

   
  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:07/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a screen protector with a lifetime warranty, but can't get a replacement, I've been waiting months. I paid upwards 40+ dollars and their customer service isn't up to par. They keep saying the item is on backorder but they have items for sale? Bad business practice.

  Business Response

  Date: 07/17/2023

  Hello *******,

  Thank you for reaching out to ZAGG through the BBB dispute process about your InvisibleShield concerns. I can certainly understand your frustration in waiting for the InvisibleShield you need, only be told we are still waiting for inventory. While it is not ideal, unfortunately it is the case. ZAGG has been waiting for our inventory of the ****** Pixel 7 Glass Elite InvisibleShield to arrive. 

  We are still encountering longer than normal delays in receiving some inventory. In reviewing this specific product, I do show we are expecting approximately ****+ in the first week of August, with more on the way. 

  I am sincerely sorry one of our agents did not offer a temporary option for you with a different type of InvisibleShield while you waited, but I certainly appreciate your patience and understanding in this matter, and I hope with this additional information you have a better understand of the time involved for ZAGG to receive this specific inventory.  

  Warm regards, 
  Sidney 

• Initial Complaint

  Date:07/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a warranty claim for a replacement screen protector. They claim to have a lifetime warranty. I had to pay $10 in shipping charges. My tracking information says it was delivered on 6-29-23. I have not received my product. I have tried calling the support line numerous times with no response. Waited at least 30 minutes for an answer and it finally hung up. I have tried going online to track the purchase. The website wont accept my password. It says hit Forgot password and that I would get an email. I have done this numerous times and I still havent gotten an email. I have also checked my junk folder and there is no email. I feel that I have been scammed. I also sent them documentation through the website with no response.

  Business Response

  Date: 07/13/2023

  Hello *******, 

  Thank you for reaching out to ZAGG through the BBB dispute process. I am very sorry to hear you have not received your package, despite what the tracking says. Then to not be able to reach our ************* Team and having problems with your password, I can imagine how frustrated you are.  ZAGG has made some very recent upgrades which is causing some people problems when trying to log in and it appears you are not receiving the new email to reset your password.  

  I want to get your concerns handled as quickly as possible and in order to do that we will need to gather some information which will require us to call you, email is ok but may take a bit longer. I can have someone call you, if that is ok, just give us the best phone number and time for us to make that happen, or if you prefer another method of contact, just let me know.

  I appreciate you reaching out so we can get you taken care of, and I look forward to your reply.  

  Best regards, 
  ***********;

• Initial Complaint

  Date:07/11/2023

  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 requested a replacement for a screen protector that was within warranty. The company charged me for shipping and never sent me a receipt. There is no proof of the order in my account. I have attempted to contact Zagg to rectify this issue and have not heard anything from them.

  Business Response

  Date: 07/12/2023

  Hello ******, 

  Thank you for reaching out to ZAGG through the BBB. I am sorry to hear you have not received a response to the email you sent on Saturday, July 8th, 2023. ZAGG has recently changed our platform where all our orders are held, and this has created many contacts, which is why your response has been delayed. I am very sorry for this inconvenience and frustration. I am happy to update you on your order.  

  You should have received an email from us once your order shipped. I can only think the email may have gotten lost in the email Ethernet, or it went to your spam or junk mail.  
  Your order M2W0062B30F2 was received on July 4th, 2023, for one InvisibleShield Glass Elite Privacy 360 Apple iPhone 14/13 Pro/13 (Warranty Install Kit). The order shipped on July 7th, 2023, with the shipper ****.com. Per the tracking number 9400111898851405468280:

  Delivered, In/At Mailbox 
  ***********, ** 99362  
  July 8, 2023, 2:13 pm 
  
  The address we have on file is as follows: 
  **********************************;  
  ***********, ** 99362-2023

  I will request a **** trace on your order if you are still claiming you have not received it. I will be happy to update you once I receive the trace response from ****, which can typically take up to seven to ten business days.

  Thank you for your patience and understanding in this matter while I have it looked into. 

  Best regards, 
  Sidney 

• Initial Complaint

  Date:07/07/2023

  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 purchased a Mophie 3-in-1 travel charger from Apple in February and it stopped working. I contacted zagg for the warranty and they sent me a replacement charger but I had to pay $10 for shipping. When I received the replacement, it also did not work properly. It charges intermittently and I tried a different power adapter, cable, and even outlet and it did not resolve the issue. I went online with zagg to file another replacement but now they are out of stock. It says to contact customer care which is difficult to find and then I was on hold for a while. At this point I just want a refund or a credit of some sort.

  Business Response

  Date: 07/10/2023

  Hello Maxx,
  
  Thank you for reaching out to ZAGG about your 3-in-1 Magsafe charger. It looks like you may be having some charging issues with your 3-in-1 travel charger with MagSafe. We are aware of this issue and are actively investigating the problem and working on a solution.
  
  In the interim, I would appreciate it if you could reply back with your phone or device model number and iOS version as well as the serial number on the travel charger (found behind the watch puck).
  
  I sincerely apologize for any inconvenience caused and will provide updates soon. Thank you for your patience.
  
  Warm regards,
  ******

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20290704
  
  I am rejecting this response because: No solution provided thus far. Device is iPhone 14 Pro (IOS 16.5.1), Apple Watch Ultra (Watch OS 9.5.2), and AirPods Pro (1st gen) all intermittently charging. Travel charger serial number: ************
  
  Sincerely,
  
  Maxx *****

  Business Response

  Date: 07/12/2023

  I understand your frustration in that no resolution has been provided. We are working on this problem as quickly as possible. I thank you for providing the information I requested and I will get this over to the appropiate team handling this situation.

  I hope you can please be patient with us while we determine what actions need to be taken once we have located the exact problem. I know waiting is always very difficult if it is a product you use all the time. I will certainly reach back out to you once I have some answers.

  Again, thank you for your patience and understanding while we wait for an update.

  Best regards, 

  ******