Reviews

Review Details

• Review fromJannelle D

  Date: 10/13/2023

  1 star

  Jannelle D

  Date: 10/13/2023

  This company is absolutely horrendous. It took them over a month for them to resolve my issue and that's only because I started messaging them on ******** and Instagram to get results and threatening to contact the bbb. They are slow to respond, they don't help with resolutions right away, trying to contact on the phone is not even an option because they put you on hold and leave you in a long Loop or one time I had some random lady answer she just said hello and I did dial a number from the internet that was supposed to be a zag number so I asked if it was zag, as I search the number and this is the number that came up and I told her my situation and she said she would have to call another number and never asked me my name or phone number I said did my phone number show up for you to call me back? She said yes and I never heard from them. It was a very shady situation I didn't give them any personal information or anything other than asking if they actually had my phone number to call me back I didn't even give them my name. Was a weird experience. The only way to get through to them unfortunately, is to hound them on social media via messaging and commenting. I hate the fact that I have to do that. When somebody did respond to me they took forever with a bunch of questions that were irrelevant, and at that time I threatened to just call the BBB because they were making it difficult for anyone to contact me about my issue. Well I thought my issue was resolved, until today when I received under warranty which for my specific phone is obsolete now but they were going to send me an alternative glass protector and they only sent me two films, that will not protect the phone if I drop it but from dust it will. So now I have to be in another battle with them again to try and get somebody to actually send me the right product or an alternative to the right product that will fit my phone. I had to reapply my old cracked case because it's more protective.

  ZAGG, Inc.

  Date: 10/16/2023

  We are deeply sorry for the experience you have had with ZAGG recently in not getting the answers you were looking for in the communication you have had with **, and the lengthy delays you have had with the ZAGG Care Team and when trying to reach us. As for the phone number you found on the internet, but did not list here for verification, know that ZAGG will never answer the phone with just an hello. Our toll-free number is **************. Any other number you may have received from the internet cannot be confirmed to be ZAGG. We recently updated our systems and in doing so, many customers are reaching out to us, which has created long hold times to speak to someone as well as receiving longer responses to emails. We are terribly sorry for this negative experience, and I assure you that this is not our normal business practice.As for the two films we sent you, you were made aware in the communication you had with us-we could send you two custom-cut InvisibleShields, which you accepted. We can confirm a free order was placed for you today, October 16th, 2023, so it appears you have been able to get your concerns taken care of. Again, we are very sorry for the inconvenience you experienced and understand your frustration. Please accept our sincere apology.

• Review fromBilly W

  Date: 10/11/2023

  1 star

  Billy W

  Date: 10/11/2023

  I emailed zagg about getting air pockets in a recent screen protector that was put on my phone. They informed me that they would send me a new one but I would have to pay for shipping and handling. I dont feel like I should have to pay for a defective product. I will be looking for another company to do business with

  ZAGG, Inc.

  Date: 10/16/2023

  Thank you for reaching out to ZAGG about your self-installation of the InvisibleShield you purchased. We are very sorry to hear that after the installation of your InvisibleShield the bubbles did not dissipate, and you would like a free InvisibleShield. You might not be aware, but the Limited Lifetime Warranty does not cover installation problems, and bubbles under the InvisibleShield are not a defect in the InvisibleShield. However, that does not mean we will not help you. Here are some install tips that we recommend you follow:1. Before installing, remove all cases from your watch or phone.2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If you've got a watch, do not wear it overnight after installation.3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along.4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself.There is a note on your account to allow for one free InvisibleShield warranty since you may not have been aware of what the Limited Lifetime Warranty covered, so please contact ZAGG at ************** and an agent can confirm the product you need and get you taken care of. Please note, that reaching out to us by phone can result in longer than normal hold times to speak to an agent but with your patience and understanding, they will be able to help you. Thank you for being a ZAGG customer and your understanding in this matter.

• Review fromJennifer H

  Date: 10/05/2023

  1 star

  Jennifer H

  Date: 10/05/2023

  Company seems like a Scam. I purchased a screen protector in July for my iPhone 13 mini. I have never cracked a screen protector (and I've had iPhones since they first came out). The Zagg invisibleshield cracked/chipped after just 2 months. I replaced via the website and upgraded to a privacy shield for an additional $5 because the product was described as being "5 times stronger". I paid $10 in shipping + tax. When I installed the privacy shield it made everything on my phone look like it had a checkerboard pattern. It made the text so fuzzy that my phone was unusable. There is no way to replace that on their website without paying another $16. I called their listed customer service phone # two days in a row (Friday and again on a Monday) during their posted business hours. Both times I was on hold for 45 mins and no one ever came on the line. I emailed the company and 3 days later I got an automated response with no information. I waited 2 more days and emailed again asking for an update. It's now been 7 days with no response. Extremely disappointed. Would love to get my $ back and start over with a more responsive company.

  ZAGG, Inc.

  Date: 10/09/2023

  We are sorry for the experience you have had with ZAGG recently in not getting the answers you are looking for regarding the privacy InvisibleShield you ordered under the Limited Lifetime warranty and in the communication and the lengthy delays you have had with the ZAGG Care Team and when trying to reach us.We recently updated our systems and in doing so, many customers are reaching out to us, which has created long hold times to speak to someone as well as receiving longer responses to emails. We are terribly sorry for this negative experience, and we assure you that this is not our normal business practice.As for the privacy InvisibleShield, we have refunded your order based on your listed concerns. The privacy InvisibleShield does have a grid like feature to it, which is the intended privacy aspect of the InvisibleShield, but it should not be noticeable, and it should not make the information on your phone so fuzzy that it cannot be read. It is possible the brightness of the iPhone lighting is adding to the unique features of the privacy screen, making the privacy features exaggerated.When a warranty is requested from a registration, the registration becomes unavailable for replacement, and to revert to the previous item a registration just needs to be created. We have created a registration for you for the Glass XTR Apple iPhone 13 mini (Case Friendly), if you would like to place a warranty now you should be set. We hope the actions we have taken show you that ZAGG appreciates your business, and we are taking every action to correct the lengthy delays our customers have been experiencing while we continue to make our systems better and easier for everyone.

• Review fromMark D

  Date: 09/30/2023

  1 star

  Mark D

  Date: 09/30/2023

  I have 5 products that I had registered with ZAGG. Today when I went to log onto the site to request a screen replacement for my ******* S23 Ultra, I was told I had to change my password, so I followed the instructions and did. When I log onto to my account their were no Products Registered. My account was blank except for my personal information. I tried to contract the support but there was no way to do that as it is a loop of canned answers. As I have no other way of contacting them I am using this forum. I am already contemplating going with a competitor.

  ZAGG, Inc.

  Date: 10/05/2023

  We are sorry your previous registrations were not available when you logged into your ZAGG account. We recently updated our systems and in doing so, many customers are reaching out to us, which has created long hold times to speak to someone as well as receiving longer responses to emails. We are terribly sorry for this negative experience, and we assure you that this is not our normal business practice. As for your missing registrations, you can just create new registrations, as some of the older registrations did not migrate over during our system change. Nothing has changed as far as any warranty you might be eligible for but if you should want assistance or help with the registrations, please just contact us, **************. Keeping in mind that you could experience a longer than normal hold time to speak with someone. We hope this reply addresses all your concerns. Thank you for your patience and understanding in this matter.

• Review fromPatricia R

  Date: 09/28/2023

  1 star

  Patricia R

  Date: 09/28/2023

  Zagg is a joke. The Invisible Shield I purchased cracked within the first few months. I never had a screen protector crack before. I had registered the product as purchase, so I went online to submit a warranty claim for a replacement. It required me to create a NEW password but the email that was supposed to go to my address to accomplish that never arrived. I tried three times, including checking my SPAM folder. So I chose the second alternative - calling the closest store where there were supposed to be replacements. The store said they had no idea if they would be getting the protector I needed. So called Zagg's corporate office, which had a Customer Service option. I was on the phone 42 minutes and still no answer. Worst of all, the recording kept bragging about their World Class Warranty Service. Hah! All bogus.

  ZAGG, Inc.

  Date: 09/29/2023

  Thank you for reaching out about your ZAGG experience. We are sorry you are having trouble with changing your password and with the InvisibleShield becoming damaged in the first few months of use. It does sound as if the InvisibleShield did its job and protected our device which is exactly what we want the InvisibleShield to do. However, we do want to make sure you get the warranty you need. What we recommend doing if you are not receiving your password reset email is clear all your cache and cookie, you can even try this in a incognito screen, and then request your password change. As for the local kiosk, we are sorry if they are not able to provide you with an idea of when and what inventory they will be receiving. They are an independently owned and operated entity, and we are not able to provide you any additional information regarding their inventory. We are sorry that you reached out to the ZAGG Coporate phone line and did not receive a response. While the ZAGG **************** wants to hear from you it is not set up to take and forward any calls concerning the Care Team. We recommend that you call our toll-free number, **************. While we are experiencing a longer than normal hold time, we ask for your patience and understanding, but when you do get to a representative, they will be able to help with all your concerns. You can also go to this link in case you want to email or chat with ZAGG: ************************************************** We hope we have been able to give you some information that can help guide you through this process but know we want to turn your experience around and give you that **************************** described on the recording. Do not hesitate to reach out to us and we appreciate you as a ZAGG customer and for your honest feedback.

• Review fromBret C

  Date: 09/26/2023

  1 star

  Bret C

  Date: 09/26/2023

  Horrible customer service I have been trying to contact them for three days now, over 45 mins each time before I gave up. I have been trying too warranty my xtr2 screen protector but says its not available at the moment. Offered me cheaper lower quality products as an option. Xtr3 is the same price fits both models and is available. Why is that not an option? Why can I not reach anyone. Warranty is terrible and A terrible company in my opinion.

  ZAGG, Inc.

  Date: 09/29/2023

  We are terribly sorry for you not being able to speak to a ZAGG Care Agent. Due to some recent upgrades ZAGG made, our contact time has increased but we assure you we are helping our customers with all their concerns, so do not give up, and keep trying to contact us. As for your XTR2 being out of stock, we apologize, and understand the frustration when you must wait for inventory. However, that does not mean if we offer another alternative that you are downgrading by any means. Any offer we make is only temporary until the item you need is available, as we want you to have some protection on your device. We certainly did not mean to make you feel like we do not care, as no matter how well we may plan our inventory, there are situations that are out of our hands, that can come up and cause a delay. You may not be aware of the full warranty policy, but if you find ZAGG is no longer carrying the original screen options you had in the past, and per ZAGG.com: To make a warranty claim for InvisibleShield products, the 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. ********************************************************* We hope we have been able to answer some of our concerns and how ZAGG is always happy to help our customers in any way we can. Your feedback is very important to us, and we are always striving to help our customers have a better experience with ZAGG, so please continue to let us know how we can do better.

• Review fromAviva B

  Date: 09/25/2023

  1 star

  Aviva B

  Date: 09/25/2023

  This company is a scam. We purchased 4 warranties for smart phone screen protectors in 2019. When we tried to get the lifetime free replacements in August and September of 2023, the screen protectors were unavailable from Zagg on two of the phones and the warranty on the other phone had disappeared from Zagg's records (we retain the email registration number from 2019 in the Zagg email sent to us, but the number no longer exists in our Zagg account). There is no live or email customer service support on the website. Stay away from Zagg.

  ZAGG, Inc.

  Date: 09/29/2023

  Thank you for reaching out to ZAGG about the problems you have experienced with your ZAGG account. ********************** has upgraded some of our systems, and in doing so, some of the older registrations and customer data did not migrate over and if that happened to one or some of your registrations, that is a very easy fix and we are happy to add those registrations back in, and that is something you can also do when you log into your account. In case you missed this on ZAGG.com, our contact page information link is all you need to reach our ************ either by email or chat is go to: ************************************************** Our toll-free number is **************. If you choose to call, be aware there could be a longer than normal hold time. You may not be aware, but if you find ZAGG is no longer carrying the original screen options you had in the past, but to make a warranty claim for InvisibleShield products, the 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. ********************************************************* If you contact our Care Team, we can help provide you with some options or we may even be able to cut the InvisibleShield you need from our ISOD team (InvisibleShield on Demand). So ZAGG is always able to provide you with protection for your device even if the item is no longer on ZAGG.com. ZAGG will always honor our warranty or provide another alternative, if need be. Your feedback is very important to us, and we hope we have been able to clear up some of your concerns, and if not, please contact us and we will be happy to see what we can do to make your experience with ZAGG a positive one.

• Review fromMatt T

  Date: 09/25/2023

  1 star

  Matt T

  Date: 09/25/2023

  I called you guys 10 times each 1 hour but no one reply. I bought the XTR3 60$ however the seal was broken, the screen doesn't seem like what you advertise and the edge is peeling and bubbling. I don't know why but I felt like this is a scam.

  ZAGG, Inc.

  Date: 09/29/2023

  We are very sorry to hear you purchased an XTR3 from ZAGG and it arrived with the seal broken and you have not been able to reach our ************* Team. ********************** has upgraded some of our systems, and in doing so, we have had a lot more contacts than usual, and this is causing a long delay in getting to a Care Agent. It looks like you were able to get some assistance on Monday, September 18th, and have been provided refund information. We assure you ZAGG is not a scam, and we appreciate your business, and we want to make sure we address all your questions and concerns. We are truly sorry for the experience you have had but thank you for reaching out and telling us about your experience. We are always listening to what our customers tell us and take to heart our customers' experience and how we can improve for a better experience.

• Review fromRobert N

  Date: 09/22/2023

  1 star

  Robert N

  Date: 09/22/2023

  Purchased a $65 screen protector for new iPhone *********************************************************************************************************************************** the adhesive layer. Attempted to get replacement online but got an error message. Called Zagg customer service and had to wait on hold for an hour and 45min. Instead of helping me the representative flatly told me Id have to wait until 9/26 until any requests could be made and until then there was nothing that could be done?! A waste of nearly 2 hrs for nothing other than try again next week.Ive been a loyal ZAGG customer (and even advocate) for years. All my family and friends use the products because of my strong recommendations, but this terrible experience has definitely got me reconsidering my brand loyalty. Terrible customer service!

  ZAGG, Inc.

  Date: 09/29/2023

  Thank you for being a loyal ZAGG customer. We are very sorry if you had a terrible experience with our Care Team response and experienced a long hold time to speak to someone. ZAGG has upgraded some of our systems, and in doing so, we have had a lot more contacts than usual, and this is causing a long delay in getting to a Care Agent. We can tell you when it comes to new product launches, we are required to not make warranty options available right away. The reason for the delay regarding the warranty availability is to prevent fraud. While we do know that most people do not have alternative intentions, it has been a fact over the years that a lot of fraud happens at the beginning of new product launches. We are terribly sorry if our delay in making warranties available on the new iPhone 15 devices caused you so much frustration, and clearly our ************* Team could have handled your contact better. Thank you for reaching out and letting us know about your experience and we will certainly address your concerns, so no other customer has the frustration you experienced. ZAGG values your business and time in reaching us.

• Review fromDaniel S

  Date: 09/14/2023

  1 star

  Daniel S

  Date: 09/14/2023

  ZAGG Has The Worst Warranty *************** I Have Had My IPad Pro Keyboard Case Replaced 4 Times In Less Than 2 Years With The Same Exact Hinge Problem! I Have Paid The $9.99 That Their Free Replacement Policy Requires Each Time, So I am Now Out Well Over $200 and Now Have The Same Issue Again, However Since Their One Year Warranty Only Applies To The Original Keyboard, I Am Told By Zagg That They Will Not Replace The Keyboard! After Reading Reviews From Other Zagg Customers, It Appears This Is The Norm For Zagg! This Company Should Not Be In Business! This Is A Warning To Anyone Thinking Of Purchasing Products From Zagg! I Believe Their Products Are Defective From Day One and They Make The Customer Pay To Send Them Another Defective Item That They Dont Even Put A Warranty On!

  ZAGG, Inc.

  Date: 09/16/2023

  We are terribly sorry to hear the Rugged Book Apple iPad 11-inch/10.9-inch Sku ********* you have had since March 17, 2023, is now experiencing hinge problems. We can certainly understand your frustration. In reviewing the account ********************** has always been happy to work with you in the past, as the original registration was dated September 29th, 2021. The warranty officially expired on September 29th, 2022. As noted in the communication between yourself and the ZAGG Care Team, when you reached out six months after the warranty expired, on March 17th, 2023, ZAGG extended the warranty which as stated below A replacement product assumes the remaining warranty of the original product or shall have ninety (90) days from the date of replacement, whichever is greater. The original warranty ended in September of 2022, and the final extended warranty ended after ninety (90) days which was June 17th, 2023. We understand your anger and frustration. ZAGG has honored our warranty policy and more, and with any business that offers a warranty, they do eventually end. We are extremely sorry you feel we should do more and are now at a crossroads. We would be happy to work with you should you decide you want another keyboard. However, once a warranty has ended, it has ended, and we are sincerely sorry we are not going to continue to extend the warranty currently. One-Year and Two-Year Manufacturers Warranty ZAGG warrants these products against defects in materials and workmanship under normal use for a period of ONE (1) YEAR or TWO (2) YEARS, as applicable, from the date of retail purchase by the Purchaser. This warranty does not apply to normal wear and tear, damages caused by operating the product outside its intended use, unauthorized modification or alteration, or loss. To make a warranty claim, Purchaser must register the product at ZAGG.com, provide proof of purchase by emailing a scanned receipt, provide a valid credit card number, and return the damaged product to ZAGG. If a valid claim is made during the applicable period, ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal value. At ZAGGs discretion, ZAGG may replace the product with a refurbished product. A replacement product assumes the remaining warranty of the original product or shall have a ninety (90) days from the date of replacement, whichever is greater. If Purchaser is in *****************, ZAGG shall pay the shipping costs to ship the original product back to ZAGG. If Purchaser is not in *****************, Purchaser shall pay the shipping costs to ship the original product back to ZAGG. Purchaser shall pay the shipping costs for the replacement product. Failure to return the original product within sixty (60) days will result in the Purchasers credit card being charged the full retail price of the replacement product.