Reviews

Review Details

• Review fromMichael B

  Date: 11/25/2024

  1 star

  Michael B

  Date: 11/25/2024

  I recently purchased a ************** Snap Case with a kickstand through my local T-Mobile dealer when I bought the phone. I have had the case less than a month when the kickstand broke. I have been trying to do the online warranty replacement but I keep getting the "circulating wheel of death" indicating that the website freezes on step 4 to initiate the delivery of the replacement. Maybe there is a problem with the website and return sequencing, but if that is so, they should say that on their website or when you call customer service I have called customer service to no avail and after telling me to use the website, just hangs up on me. It has been the most frustrating customer experience I have ever had with a consumer branded product and instead of wasting another few hours of my time, I will just buy another brand and be done with Zagg in the ********* the way, I have had Zagg products for many years and the customer service was very good a few years ago. I wish I could say something positive but there is basically no customer service anymore.

  ZAGG, Inc.

  Date: 12/04/2024

  Thank you for reaching out to ZAGG through the BBB. We are very sorry you have not been able to order the Crystal Palace Snap Case with a kickstand, and we have fixed the technical issue we were experiencing with our phone system at the time you tried to reach call us. We are not sure if you have tried calling since that bad experience you had but we are told that issue has been resolved. We are so sorry for that inconvenience with our phone system. We are reaching out to our technical support team about the circulating wheel of death. We certainly want our customers to be able to order a warranty when they need one. As a one-time exception we have placed a free re-fulfillment order for you. Due to privacy concerns we are not listing the order number here. You can log into your ************************** account and see the order information. You should have also received an email from us with the order information. We are sending it to the address on file and once the order ships, you will receive an email from ***** with the ground tracking number. Orders can take up to 3 business days to process. Here is our contact information: Our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. We hope this addresses all your concerns and we are very sorry for the negative experience you have had. We truly appreciate your business.

• Review fromMatthew P

  Date: 11/19/2024

  2 stars

  Matthew P

  Date: 11/19/2024

  I bought a pixel 9 pro and pixel watch 3. Ordered the Xtr3 screen protector for my pro. It's quite remarkable but should be for $60 . Also ordered a zagg glass elite 360 protection fory pixel watch 3. It broke upon removing to clear some dirt out after washing hands. Went to the website and paid $5 dollar upgrade fee to get the fusion screen protector and $10 for shipping. After the 48 hour window the product still had bubbles under it. Went back to website to get a replacement. Paid $10 more dollars for shipping and received. Applied exactly the way I was instructed in package with application tray exactly as I did the prior time after cleaning with supplied wipe and removing dust . Same thing happened. Adhered to my watch and had small bubbles everywhere underneath. Talked to someone in customer service named ******** that assured me she would help me with the $10 shipping charge and never responded to email she originally sent. I wouldn't buy anything from this company again for my Pixel watch as it's a big waste of money. However all my zagg products for my pixel pro were very nice.

  ZAGG, Inc.

  Date: 11/20/2024

  Thank you for reaching out about your installation concerns and your contact with one of our agents. We know it can be frustrating waiting for a response. We can see your communication and yes, we apologize that we have not yet responded to you. We will make sure this is investigated as to why we have failed to respond to you. You might not be aware, but our InvisibleShields are not meant to be lifted and re-applied. The adhesive will not lay back down smoothly to provide that secure connection to your device once it has been disturbed. While installation issues are not typically covered by our Limited Lifetime Warranty, we are always happy to help with clearer instructions so that you may have the best installation results. The following steps would be standard across all devices when applying the InvisibleShield: 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. Installation tips link ****************************************************************************************************************************** Look for this specific video: InvisibleShield Ultra Eco, Fusion, GlassFusion, Fusion Eco, GlassFusion 360 on your watch As a one-time exception we have refunded you for all three of the shipping and handling fees you have paid: We hope you can see how important our customers are to us and by the actions we have taken regarding your concerns. We hope you give us another chance and by following our installation tips and having a much better result.

• Review fromKelly K

  Date: 11/18/2024

  1 star

  Kelly K

  Date: 11/18/2024

  Ordered a warranty replacement screen protector for my phone, paid the $10 (+tax) shipping fee. It has been in transit for 12 days, 11 of which it has been in the same location. Their customer service chat bot was useless. I ended up buying a different (trusted) brand. Very disappointing that there is no way to reach a live agent at any point. Of note, this is the 2nd time I've used Zagg, and the 2nd time their product failed. I'll stick with the other brand that's been tried and true for me for over a decade.

  ZAGG, Inc.

  Date: 11/20/2024

  Thank you for reaching out to ZAGG. We are very sorry to hear your order has been lost by the shipper. It is always very frustrating when we hear this type of complaint. We received your order on November 6th and handed over the package to the shipper on November 8th. Once a package is out of our hands, we no longer have any control over it. You mentioned you have had two bad experiences with us. We only show two registrations and one order, so it is unclear what may have happened previously. We located your chat and can see it is in our queue to receive a response. We apologize for your frustrating experience with our automated assistant and for not receiving a quick response from us. We absolutely want to make this situation right for you, and we have refunded the shipping and handling fee you paid. Again, we sincerely apologize for your dissatisfaction with us, and we hope you will one day come back to us and allow us to protect your electronic devices.

• Review fromDevin O

  Date: 11/16/2024

  1 star

  Devin O

  Date: 11/16/2024

  Purchased a $59.99 XTR4 on *****. Not even ******************************************************** any other item of force right above the front camera of the iPhone. There is no customer service to talk to other than the automated chat. They want to charge you $9.99 at the lowest which they are profiting off of their free warranty For you to make all these claims of how strong it is and not last more than a day is dishonest. You cant even leave a review on the site from where I can tell so theyre artificially boosting their rating. I read allot of their responses on here which even blame the customer for being mad so I just want to make sure people see the absolute c*** they are peddling.

  ZAGG, Inc.

  Date: 11/20/2024

  Thank you for taking the time to contact ZAGG about your concern with our warranty fee, the InvisibleShield getting a chip so soon after installing it and not being able to speak to someone. We are very sorry to hear that you are disappointed in our advertising of the Limited Lifetime Guarantee. Customer satisfaction is very important to ZAGG, and we would be happy to explain the Lifetime Guarantee process. Even though you only had the InvisibleShield on for less than 24 hours, and yet received a chip in it, though you are not sure how or when, this does not mean that we are being dishonest when it comes to our InvisibleShields. It means there was obviously an incident which caused the InvisibleShield to chip, and the shield did what is supposed to do, which was take the impact and not your devise. The replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website 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 + tax if applicable, in the ********). 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. We apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising of our InvisibleShields. We provide thousands of customers with replacement *********************** each month and find this process to work very well and to the satisfaction of our customers. ********************** does stand behind our Limited Lifetime Guarantee and if you would like to try the replacement process, there will be a note on your ZAGG account offering a onetime exception to waive the shipping and handling fee. Just call or contact our ************************* our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. Please keep in mind that because of the personal attention we want to give every customer, you may experience a delay when waiting to speak to a care representative. We look forward to hearing from you.

• Review fromMahriana R

  Date: 11/13/2024

  1 star

  Mahriana R

  Date: 11/13/2024

  I purchased two wall chargers for our childrens' homeschooling tablets. I have also purchased several other chargers and cords from Zagg recently. Both wall chargers caused sparking, which has never and does not happen with any other chargers, using the same charging cables from Zagg. I called Zagg believing that the company would easily take care of me as a customer, would care about our children's safety, and provide a free return label. When I was shocked to be responsible for return costs and asked if Zagg would provide a free label in this case, the "customer service" agent's tone turned condescending as she informed me that this wasn't considered a defect situation and that Zagg would be hesitant to "eat the cost" of the return. I was further shocked at the robot like heartlessness of this representative and asked for a Manager. The representative would not immediately transfer me and insisted that I hear here out for some reason. If you don't care at least on a basic human level about my kids safety...why would I want to hear your voice any longer? I've wasted enough time and will assuredly go to any of the many other companies for charging products.

  ZAGG, Inc.

  Date: 11/20/2024

  Thank you for reaching out about your experience with one of our Care Agents. We are very sorry to hear about your experience. It is standard procedure for our responses to provide our current policies, but we can and do make exceptions, especially regarding your concerns. We can assure you that the sparking you experienced is not a concern we have heard from our customers. We take any claim like this very seriously and we will certainly be testing the devices you send back to us. After reviewing all the documented conversations, after providing you with our return policy information, the agent was trying to offer a return shipping label but due to your escalation, they reached out to a supervisor who in turn provided you with a return shipping label. We never want our customers to not feel heard or taken care of. Customer satisfaction with our products and our customer service is very important to us and we are glad you reached out concerning your experience. We look at every contact as a learning tool for how we can be better. Your contact will be reviewed by the agent's supervisor so that your experience does not happen again. Again, we are sincerely sorry for the frustration and anger you may have experienced.

• Review fromBibiana G

  Date: 11/05/2024

  1 star

  Bibiana G

  Date: 11/05/2024

  I placed my order on September 24, we are 42 days in and still no screen protector. I can not get through a live agent that can help me cancel my order since there is no reason at all why I should be waiting this long to receive my upgrade replacement. Very frustrated, this is completely unacceptable. I just want my refund on the upgrade I did so I can go elsewhere. Worst business ever.

  ZAGG, Inc.

  Date: 11/11/2024

  We are very sorry to hear you have not received the order placed on September 24th, 2024, and could not reach a care representative. We certainly understand how frustrating that is when an order is lost in transit from the shipper. Per the communication with you we can see you did reach out to us on Wednesday, November 6th, 7:45 am and we responded with a free order on Wednesday, November 6th, 2024. The free order was placed on November 6th, 2024, and it shipped on November 7th, 2024, and per ***** the package was delivered Saturday, November 9th. We apologize for any inconvenience and frustration. It is always upsetting when we ship an order only to find it was lost while in transit. Thank you for allowing us to correct this error.

• Review fromAnn H

  Date: 11/05/2024

  1 star

  Ann H

  Date: 11/05/2024

  Zagg just lost a customer! I have been a ****************** customer for ***** years. I've used their products on multiple iPhones and watches. I've purcchased cases as well as screen protectors. I dropped my phone and broke the screen protector so went on the website requested a warranty replacement and while I was there I also purchased a screen protector for my Apple watch. I received the Apple watch protector in an envelope with no packing slip and no warranty replacement. I contacted Zagg customer service (if you can call it that). ****** answered the phone. I explained my situation. She proceeds to tell me that I needed to send pictures of packing slip, envelope it came in, product I received. Download those and then email them. I admittedly got frustrated and asked if I could just pay the $10.00 and have another one sent. I tried explaining to her that my time is valuable, it would cost me too much time getting all the stuff she needs. So what does ****** do, she hung up on me. When I tried to call back apparently the entire Zagg community was in training and nobody was answering the phone anymore. Really disappointed in the staff Zagg chooses to hire!

  ZAGG, Inc.

  Date: 11/11/2024

  We are very sorry to hear about your experience with one of our care agents. It truly sounds like it was extremely upsetting for you plus missing an item from your package. We understand being upset, but we do ask that our customers refrain from using profanity. We are certainly looking into your claim of the agent hanging up on you. When we get any contact of a problem with an order, it is standard procedure for us to ask for photos of the packaging, items from the package and the invoice. Gathering this information will tell us a lot about the situation, so we are sorry you felt it was a waste of your time. We always try to work with our customers, and we understand everyone's time is very valuable. It appears you have worked with one of our supervisors in getting your missing item, and we have gone ahead and issued a refund of your original order, again, we sincerely apologize for your experience. We appreciate your time and feedback regarding what happened, and we certainly do not want any customer to have such a negative experience. We hope our response clears up confusion on our procedures and processes. Every ZAGG customer is extremely important to us.

• Review fromAngie D

  Date: 10/26/2024

  1 star

  Angie D

  Date: 10/26/2024

  I purchased a Privacy screen protector on Saturday 10-19-24 On Sunday 10-20-24 discovered that the screen had a chip in it. Therefore I tried to reach out to zagg however, via the Internet was the only option. There is no live customer service. I want you to explain the situation, however since there was no human to speak with, I went ahead and did a warranty put my address in. I got the information indicating that my item has been sent then I got another notification for tracking, and my item was delivered to another state. I tried to reach out The chat, however the ** does not have the ability or capability to assist me so Im out of the money I spent for the screen protector and for the warranty for my iPhone pro 16 privacy screen protector. I would just like a refund fully of everything paid and I could order from Amazon thats a ****** for me. Dont buy at ******* anywhere that has a warranty because its not honorable. Its a waste of time.

  ZAGG, Inc.

  Date: 10/29/2024

  Hello, we are very sorry to hear about your experience with our automated assistant. We can understand your frustration, but once you begin responding with emojis and inappropriate responses, it only stops the automated assistance from understanding your concerns and is not passed along to an agent who can assist you. In reviewing your initial concerns where the tracking number 9261290303233355301501****is showing delivery to another state, the reason you are seeing different information is that this tracking number was previously used, and it has not been updated. We assure you we shipped the order ******** to the address on file. We will not disclose your address for privacy concerns. Please allow the full estimated shipping time of 5-7 business days for delivery, which would be 10/31. If you do not have your package on 11/01, please let us know and we can then suggest another resolution. In the meantime, we have issued a refund of $9.99 for the experience you have had. We are sincerely sorry for any frustration and inconvenience you have experienced.

• Review fromRick M

  Date: 10/23/2024

  1 star

  Rick M

  Date: 10/23/2024

  No better than the cheapest screen protector and over priced. Installed on my phone and followed instructions. Large air pocket lower right corner never went away. Warranty is trash. My model not in stock but I can upgrade for a cost over twice what I paid for original. Thought I would upgrade and went to check out and shipping was 9.99 on an item that could be shipped for much less. Never buy from them again

  ZAGG, Inc.

  Date: 10/29/2024

  Thank you for taking the time to contact ZAGG. We are very sorry to hear that you are disappointed with our advertising of the Limited Lifetime Guarantee and our product. Customer satisfaction is very important to ZAGG, and we would be happy to explain the Lifetime Guarantee process. As for the large air pocket, that is an installation error, and we will provide some tips on how to have a better installation. Plus, you can always check out our installation videos: *************************************************** and choose the InvisibleShield Glass Family video. 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. The replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website 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 + tax if applicable, in the ********). 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. We 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 *********************** each month and find this process to work very well and to the satisfaction of our customers. As for the specific ********************** you registered, the Glass Shield for iPhone 16 Pro Max (WM US), yes, we are currently out of inventory on this product. However, we do offer many more items for the iPhone 16 Pro Max, and we would be happy to help you with a different InvisibleShield in the meantime. ZAGG does stand behind our Lifetime Guarantee and if you would like to try the replacement process for your iPhone 16 Pro Max, there will be a note on your ZAGG registration making a onetime exception to waive the shipping and handling fee. Our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, depending on the day or time of your call you could experience a hold time, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.

• Review fromLiz W

  Date: 10/08/2024

  1 star

  Liz W

  Date: 10/08/2024

  Very dissatisfied with the edges peeling off within a couple weeks of application. The website replacement process adds a $5 upgrade charge in addition to a $10 shipping fee for a light weight screen protector. What is the upgrade? Who knows? You cant find it and trying to communicate with the company is either AI or getting hung up on when calling. This is an expensive product for no protection. Very poor and very dissatisfied, sorry I wasted $60.

  ZAGG, Inc.

  Date: 10/14/2024

  Thank you for reaching out to us through the BBB with your warranty concerns. Customer satisfaction is very important to ZAGG, and we would be happy to explain the Lifetime Guarantee process and upgrade options. The upgrade fee you mention is an option that we provide to our customers if a product is not currently available to order for a warranty. This fee is the price difference between the original item you registered/purchased and the product you can order until we receive more inventory of the original item, or for a customer who just wants to upgrade to a different InvisibleShield. This is not a mandatory option; you can certainly choose to wait until the item you need is back in stock.
  
  The replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website 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 + tax if applicable, 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. We apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising.
  
  If you are going through an InvisibleShield every couple of weeks, then you are either installing the InvisibleShield incorrectly or not allowing the InvisibleShield to fully adhere to the device, or the phone is receiving more wear and tear such as being carried in pockets or in a purse with a lot of items causing the InvisibleShield to lift around the edges, or perhaps under other stresses we are not aware of. If that is the case, you may want to consider a different type of InvisibleShield than what you currently have. Here are some install tips that may help with the InvisibleShield lifting.
  
  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.
  
  Installation tips link
  
  https://support.zagg.com/hc/en-us/articles/5516519013773-InvisibleShield-Installation-Tips-and-Tricks
  
  InvisibleShield Installation Tips and Tricks
  
  Below you'll find some helpful tips for installing your InvisibleShield.
  
  https://support.zagg.com/hc/en-us/articles/4417856703501-Installation-Video-InvisibleShield-EZ-Apply-for-Glass-XTR-Elite-Plus-Families
  
  We can only see one registration on your ZAGG account, so you must be purchasing your InvisibleShields from a local reseller. We are not able to waive or make any offers since all local providers are independently owned and operated. The installation fees charged by resellers provide a two-week professional guarantee that if anything goes wrong with the InvisibleShield within two-weeks they will provide another InvisibleShield and installation.
  
  We do 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 with us, there will be a note on your ZAGG registration making a onetime exception to waive the shipping and handling fee. Just call or contact our Customer Care Department 1.800.700.9244, or Email to help you get this set up. Our toll-free phone number is 1.800.700.9244, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.