BBB Logo

Better Business Bureau ®
Start With Trust®
In Northern Colorado and Wyoming
Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of Otter Products LLC?

If yes, click here to login.

Are you...?

BBB Accredited Business since

Otter Products LLC

Phone: (855) 688-7269 Fax: (970) 493-1755 209 S Meldrum St, Fort Collins, CO 80521 View Additional Email Addresses http://www.otterbox.com

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Otter Products LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Otter Products LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 176 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

176 complaints closed with BBB in last 3 years | 82 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 19
Billing/Collection Issues 3
Delivery Issues 4
Guarantee/Warranty Issues 43
Problems with Product/Service 107
Total Closed Complaints 176

Customer Reviews Summary Read customer reviews

12 Customer Reviews on Otter Products LLC
Customer Experience Total Customer Reviews
Positive Experience 8
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 12

Additional Information

top
BBB file opened: April 11, 2002 Business started: 01/01/1998 Business started locally: 01/01/1998
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Curt Richardson, Chairman Mr. Brian Thomas, CEO Mr. Zach Vander Meeden, Customer Service Lead
Contact Information
Principal: Mr. Curt Richardson, Chairman
Business Category

Manufacturers and Producers Mobile Phone Equipment Suppliers

Alternate Business Names
OtterBox

Additional Locations

  • 209 S Meldrum St

    Fort Collins, CO 80521 (855) 688-7269

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Email Addresses

  • - eQuote
  • - Communication/Mass Email
  • - Communication/Mass Email
  • - Communication/Mass Email
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a case for my 2014 Samsung Galaxy Tab 10.1, as advertised on the website. When I received the case, it did not fit at all. I called Otterbox about it and they said the website was quoting the wrong model-their mistake- and that they had sent me the case for the 2013 model instead. They also told me they had no specific release date for the 2014 model the website said I was ordering. So, they said they were going to send me a return label and box so I could be reimbursed- that was two weeks ago and I still have not received it

Desired Settlement: Give me my **** money back

Business Response: Hello *******,

I am sorry that you haven't received the email for the RMA. I can see we did set up the RMA and we sent it to the original email used in the purchase. I have re-created the RMA and used your email you provided in this claim. You should see this from "Customer Service" and I would recommend searching your spam folder just in case it doesn't go to your inbox. The link for the return shipping label is a one-time use link, so please only click that link when you're ready to print.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The otterbox company had a sell on their web site on 6-15-14 for 10% off any item but once you checked out they would give you an extra 50% off which would The product free after all the discounts... well as off this morning the company sent out a email stating that all transactions placed on that day would be cancelled. I have pictures of the final price and them even approving the purchase.

Desired Settlement: I would like for the business to honor there deal.

Business Response: Hello ****,

I am sorry that you experienced an issue during your Sunday purchase checkout. The otterbox.com website had a glitch and did add the 50% discount at checkout. Since this was never an official OtterBox promotion, we are unable to honor this discount. At this time we have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your orders were cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite where an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 15, 2014 I got on to otterbox.com to look at a price for a cell phone case and an ipad case. I first priced the iphone case and realized there was an unadvertised sale making the phone case $50 cheaper-- I went ahead and bought it-- and 1 more. I did separate transactions after my husband told me he wanted one. Then I went back to look at the ipad cases. The same thing-- a $50 sale at check out. I again--purchased 2. I received confirmation emails and was charged!

Desired Settlement: I want this company to stand behind their mistake. I want my product for the amount the website showed.

Business Response: Hello *******,

I am sorry that you experienced an issue during your Sunday purchase checkout. Our website had added a discount that wasn't supposed to be there, and was never an official OtterBox promotion. We have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your orders were cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite where an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Very authoritarian on telling me how "things are done around here." Supervisor refused to address his disrespectful attitude. He bad-mouthed his employee. Seemed more interested in arguing with me than taking my request. Followed up with an inappropriate email. The email was inflammatory in that he would fulfill my request but then would probably exert his influence over the targeted employee not to respond to my request for contact. Very unprofessional customer service, full of personal drama and bias. Either I comply with company policy or I would see no resolution to my problem. He was very authoritarian as if I were not a customer but his charge. I requested he stop harassing me and stop sending me unsolicited and inflammatory emails.

Desired Settlement: Apology from company and a swift warranty replacement that was agreed upon for both products. No drama this time.

Business Response: Hello ******,

I am truly sorry the customer service experience you received was very poor. It is never our intent to create these poor customer service experiences, and especially from a manager. What I can do for you is notify is direct supervisor for a coaching opportunity. This is definitely something we want to be aware of so that we can grow and give the best experience in the industry. I am very appreciative of you bringing this to our attention.

I can see you have spoken with another manager *********, and she was working with you on your warranty. It appears she was able to bend some rules and get your taken care of on your warranty in a speedy manner. 

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: When I purchased my otterbox defender series case for my Sprint Galaxy Note 2 cell phone, it came with a LIFETIME warranty. The first year, Sprint would replace it for free. After that, you had to contact Otterbox directly. I have tried several times, and they say they now only have a one year warranty. That was not the agreement I signed up under, and they should honor the warranty that was valid when I purchased my product. I expect them to replace my currently damaged belt clip (along with all other components for my Galaxy Note 2 defender series case as per their original agreement. And also continue to replace it lifetime as advertised when I purchased their product. I expect them to send me my new replacement to my home address at: **** ******* *** *********** *** ***** ASAP!

Desired Settlement: Full replacement only will be the only way I am satisfied and to continue my lifetime warranty as advertised at time of purchase.

Business Response: ****, 

Thank you for contacting us regarding this matter. OtterBox does not offer a lifetime warranty on our smartphone and tablet cases. We offer a 1 year warranty, however we are always willing to help as long as we have the product in stock even if it is outside of the 1 year warranty. I apologize if this was miscommunicated to you at some point. We would be happy to help you replace this item under warranty. I have created a warranty incident on your behalf and emailed you with all of the necessary information to have this replaced under the warranty. Please reply to this at your earliest convenience. If you have any additional questions please let me know.   

*****

http://www.otterbox.com/warranty-full/warranty-full,default,pg.html

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i got an otterbox with a holster for the samsung galaxy s3 on april 9th from a seller on ebay. it lasted only a few days and a piece that holds phone to the holster snaps off. i contacted otterbox since they are the manufacturer and sent me another one. since then the olster has snapped. the phone only fits in there one way. i am questioning the quality of the product recently. i would like to get a replacement and not have this problem every month of the clip breaking. i have included a picture in a tinypic link there is also a number in the otterbox case the ask about and its**** **********************************

Desired Settlement: want to get a replacement that will last and wont snap within a month

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. I am sorry to hear that you are having difficulty with your OtterBox case. This sort of damage is covered by the manufacturers warranty that we offer. If you follow the link below and submit the requested information and photos we will gladly replace this under warranty free of charge. 

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

Please let us know if you have any additional questions. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a cell phone case online at topotterboxcase.com. It took over 2 weeks to arrive and product was not what I ordered. The package was postmarked from China. Went on their web site to find return policy which was not in English, although rest of site is. No phone # anywhere on site. Followed link to a supposed return authorization form, however no form was there. Tried contacting customer service via the link but nothing. I emailed the only address provided in my email confirmation ************************ and no response.I believe this site is bogus! Product_Or_Service: Otterbox Defender Case for Galaxy S5 Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund Would like a credit for the wrong product. Since I am unable to obtain a RA (return authorization) and no phone # to contact, nor will anyone respond to my email I am stuck. I will not deal with anyone in China!!!!!!

Business Response: Hello ******,

I am sorry you're having trouble with your return. Based on the information you provided in your claim, topotterboxcase.com and otterboxcase.com are not actually authentic OtterBox websites. The only authentic OtterBox website is simply, otterbox.com. In order to get your refund you will have to go through the original retailer as your case was not purchased from us directly. We are unable to assist with refunds or returns from vendors/websites that aren't through otterbox.com. I am sorry for this inconvenience. 

Sincerest Regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because:


No doubt topotterboxcase.com is not an authentic web site so why are they selling otterbox cell cases that they can't back up if something is not right? This is why I was not able to successfully contact customer service OR obtain a return authorization - they don't exist!! I don't buy the fact that they claim a customer of "theirs" must go through otterbox.com if there is a problem after purchasing from them - seems as though they are passing the buck. So where did China come into the picture? My case arrived in a package postmarked from China; no wonder it took so long to arrive. Perhaps otterbox.com should be contacted to find out if in fact they are the go-to vendor for problems encountered by customers who purchased from topotterboxcase.com.



Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: It was decided to purchase the indestructable case for my daughter's iphone5s. She bought the defender series realtree pink case with her 13th birthday money. It was 6 days later on her friend's floor her phone shattered to bits. WOW! Your cases are no better than any others and I made her buy it and now no phone either. ADVERTISED for rugged use and hunters but you forgot to add not intended for a 13yr old at a sleepover. So disappointed and misled we were excited for otterbox. Back to the free with phone cases we have better luck it seems.

Desired Settlement: Honestly the case is worthless at this point...my daughter can't use her phone right at the moment...so if we need to return for refund whatever is necessary. The case is fine its the hundreds of dollars on the phone I am sick over. I thought the case would somehow protect. I would like for my daughter to have her bday money back.

Business Response: Hello ****,

I am very sorry your daughters phone was damaged while inside the OtterBox. As the representative stated on the phone, were are only able to cover the case under the warranty. Our Limited Product Warranty is designed for manufacturing defects on the parts that we manufacture. Since we don't manufacture the device, we are unable to cover that product under warranty. I have tried searching for your information in our systems for a purchase order, but unsuccessful. Typically we can only refund orders placed directly with us, however I am willing to refund the price of the case even if it was purchased elsewhere. All I will need in order to process this case refund is the purchase receipt. Once I get this purchase receipt I can move forward with the refund. I have sent you an email asking for the receipt in our warranty systems. In that email will be more information on what we need to see, as well as a timeline on the refund process.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm writing to complain about a purchase made and they would not honor the discount on their website. They had a $60.00 off on June 15, 2014. Their website stated this discount. So I purchased a phone cover. It went thru the whole process online and they took my money out of my account and I thought I was done. I later received an email, the next day stating that they had a computer glitch and would not honor the discount. I have had correspondence since Monday. Stating that I was now part if the Otterbox family. Then I got an email from customer service stating that they would not honor their mistake. After several emails they refused to honor the discount, and give me a 20% discount instead of what was on their website on June 15th 2014, they are a multi million dollar company they should honor what was on the website! They took my money and as of today June 17th I still have not received my money back.

Desired Settlement: I would like them to honor what their website stated and send me my product.

Business Response: Hello ******,

I am sorry that your order placed on Sunday June 15 was cancelled. Our computer systems did glitch and did add the $50 off at the time of checkout only. Since this wasn't a public official discount on our website, we are unable to honor it at this time. All available public discounts are announced on our homepage, and these are the only discounts we honor to the general public. We have since gone in and cancelled the orders as you are aware, and you should have gotten the 20% email along with being told we can honor this. I am sorry that we are unable to stand be behind the website glitch of $50 off discount. The 20% off is the best discount we can offer. I am very sorry for the inconvenience this may have caused.

Sincerest Regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for phone cases that were advertised as $0 with free shipping. The company says that it will not honor my orders due to a "website malfunction".

Desired Settlement: I would like to recieve all the goods that I ordered for the price that it was stated for.

Business Response: Hello *******,

I am sorry that you experienced an issue during your Sunday purchase checkout. The otterbox.com website had a glitch and did add the $50 discount at checkout. Since this was never an official OtterBox promotion, we are unable to honor this discount. All official OtterBox Promotions open to the public will be stated on our home page. At this time we have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your order was cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite if an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because:
Although there was a glitch which resulted in a misprint, the seller is obligated to honor the price stated. My resolution to this problem would be to honor the original price of $0. I look forward to hearing from you soon.
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 otterbox covers yesterday (Father's Day), the site was advertising $50 off a purchase so I placed two orders one for myself and one for my husband. I received an email today from the Otterbox company stating they will not be honoring the $50 off and will be canceling my orders, I turned to their Facebook for information but they were ignoring all inquiries regarding this matter, I believe a company should stand behind their sales. It is completely unethical and irresponsible.

Desired Settlement: I think the business has a responsibility to honor their sale whether it was intentional or not, their mistake is their mistake not the consumers, any other business would honor it.

Business Response: Hello *******,

I am sorry that you experienced an issue during your Sunday purchase checkout. The otterbox.com website had a glitch and did add the $50 discount at checkout. This was never intended to be on our website. Since this was never an official OtterBox promotion, we are unable to honor this discount. At this time we have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your orders were cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite where an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because:
I placed my order in good faith, believing the site was having a father's day sale because in my cart it advertised $50 OFF YOUR ORDER, I dont beleice this was a mistake but the company simply getting overwhelmed with orders and flaking. 
Regards,

******* ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am not able to contact the company for warranty. No one answers the phone. Their website does not work either.

Desired Settlement: Fine them for not honoring their warranty.

Consumer Response: They do not answer their phones and their website does not work.  I want my money back.

Business Response: Hi *****, 

I apologize if you have had difficulty getting through to us, we have had higher that normal call volumes which has increased our wait times. I have not heard on any issues with our website but I would be happy to talk with our IT team about this if you could let me know what kind of trouble you have been having with our website. I see that you did speak with one of the supervisors in our customer service department earlier today and that you disconnected the call before he could assist you. You mentioned that you would like us to honor our warranty, we would be happy to do so. I have sent you an email with all of the necessary information that you will need to provide to have your product replaced under warranty. If you have any additional questions please let me know.  

*****

Consumer Response: Complaint: ********

I am rejecting this response because:  These are lies.  Standard nonsense for companies that are understaffed and poorly managed.  I sent an email requesting a call back.  Days later on a Saturday morning I think it was I get a call.  The caller asked me what was going on she had no clue.  I was in a meeting with a home inspector and could not take the call.  I asked her to call later that day and of course no call.  The BBB has a better response time then Otter Box.  Where is my refund?   

Regards,

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

Business Response: *****, 

I would be happy to help you resolve this situation. If you can let me know what you need assistance with we can explore what options we have to rectify the situation. I attempted to contact you by phone but there was no answer. Please let me know what you need help with. 


***** 

Consumer Response: Complaint: ********

I am rejecting this response because:

Someone did call.  Sorry I cant get to every phone call every minute of the day.  I tried calling back and once again their phone system will not allow me to get to a human being.  It would be faster to go buy a new one then trying to contact a company that intentionally does not want to speak with customers.  That is BAD BUISNESS.  SEND REFUND NOW.


Regards,

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

Consumer Response: Second same response today.


Someone did call.  Sorry I cant get to every phone call every minute of the day.  I tried calling back and once again their phone system will not allow me to get to a human being.  It would be faster to go buy a new one then trying to contact a company that intentionally does not want to speak with customers.  That is BAD BUISNESS.  SEND REFUND NOW.

Business Response: *******, 

I am sorry that you are having difficulty reaching us by phone, as we have mentioned we are experiencing higher than normal call volumes so our wait times have been a little longer than desirable, but we are absolutely here assisting our customers. I am happy to help resolve any issues you are having but I need to know what you need help with. It sounds like you need to have an item replaced under the warranty. I have emailed instructions on how to submit the necessary photos for the warranty. If you are pursuing a refund and your item was not purchased from otterbox.com you will have to return the original retailer. If you have any additional questions please let me know what they are so that I can assist you.

***** 

Consumer Response: Complaint: ********

I am rejecting this response because:

We are going in circles.  What's *****'s phone number?  No one answers the phone.  His link he sent doesn't work either.  

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Otterbox Commuter case in November of 2013 and it broke in May of 2014. Otterbox offers a one year warranty of their product with a promise to repair or replace it. I attempted to have this product replaced and I am finding the process extremely difficult and not customer friendly. It seems as though Otterbox makes their customers jump through so many hoops in the hopes that they will give up and go away. I went to the online warranty form and filled out all the required fields and sent a picture of the case. They sent me an email back saying they need another picture. I sent another picture only to get another email saying I need ANOTHER picture. This case is 40 dollars and the value of my time invested in having the case replaced has far exceeded the cost of the case. At this point I am unfortunately doing this out of principle. Please help me get this issue resolved and alert future customers about the Otterbox warranty replacement issues. Thank you, ****** Warren. Here is my Otterbox Incident Status Number, *******. Please see my communication with Otterbox below. (Thank you for responding to our photo request. Unfortunately, we did not receive all the necessary information to process your replacement. Please review our warranty requirements and resubmit your photo so that we may proceed with your claim. Follow this link to complete your warranty claim: Click here Please respond to this email if you have any questions. Notes from ********: Thank you for the picture! I just need one more will your fully dismantled OtterBox case, and I can get your replacement sent out to you.) (Hello ******, Thank you for responding to our photo request. Unfortunately, we did not receive all the necessary information to process your replacement. Please review our warranty requirements and resubmit your photo so that we may proceed with your claim. Follow this link to complete your warranty claim: Click here Please respond to this email if you have any questions. Notes from Taylor: Thanks for getting back to us! We do still need to see the entire case. The picture should show the inner silicone and the outer plastic. The case damage should be clearly indicated in the picture. We also need the 4 digit number from inside the silicone layer. This number starts with a 6 or 7 and is in a square or circle next to the country of manufacture. This information will help us verify what case you have and make sure to order the correct replacement. There is a template provided for your convenience. Please remember to include your name and today’s date alongside the number on the paper. The paper should show next to the case in the photo. Thanks so much!)

Desired Settlement: A replacement Otterbox Commuter Case

Business Response: Hello ******,

I am truly sorry you have been experiencing some issues with your warranty claim *******. It is definitely not our intent to make you "jump through hoops" or make our warranty difficult. I can see the reason why we kept asking for photos of the warranty is because the picture was missing the silicone piece. Our warranty pictures requirements do state we want to see the entire case in the photo. This helps use determine they case series, full color, and it also helps us determine which parts need to be replaced. Sometimes we do have to send a full case replacement as opposed to parts under warranty. However, after further review of the warranty claim, and the run-around you have received, I have determined the warranty claim pictures sufficient enough to resolve. I do apologize again for the confusion and frustration regarding your warranty claim. You should get an email shortly stating the claim has been resolved and an order has been placed.

Please let me know if you have any further questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 29, 2014, I purchased an Otterbox Defender series case for my iPad 2. Yesterday, on June 9, 2014, I started using my iPad and the sound wasn't right. I checked my settings and physical appearance of the iPad and discovered that a magnet from the hard outside shell of the case had become loose and lodged itself in between the speaker and the hard inner case, ruining the function of the speaker. I called customer service and they say all they can do is replace the case, that they are not able to repair or replace my iPad. They refused to escalate the problem or give me contact information for their corporate office. I can no longer use my iPad speakers. I can no longer Skype or FaceTime my family a few states away. I can no longer watch videos or tv via my iPad because the sound is distorted.

Desired Settlement: I want Otterbox to repair or replace my iPad 2.

Business Response: ****, 

I am sorry to hear that you are having difficulty with your iPad, I understand this can be a frustrating situation. OtterBox covers all of our products under our manufacturers warranty, I see that we have already ordered a replacement case for you. Our warranty does not cover any item that is manufactured by a company other than OtterBox, so your iPad cannot be covered under our warranty. I did some investigating on this situation. The magnet that is used in the shield stand is shorter than the opening between the speaker of the iPad and the hard shell of the case the magnet is able to move in and out of this space without becoming "lodged" in place. I know this is a frustrating situation but we will not be able to assist you with your iPad. I apologize for any inconvenience. Please let me know if you have any additional questions. 

*****

Consumer Response: Complaint: ********

I am rejecting this response because: it resolves nothing. They can apologize all they want and tell me they "understand", but the truth is they really don't care. They can send me a brand new case, but it does not fix my iPad. ***** can come to my house and I will show him exactly how the magnet was lodged in between the speaker and the hard case. 

Regards,

**** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing because I purchased an OtterBox Defender case for my iPad Air and after several months the plastic tabs broke off on the shell housing and the plastic screen cover also started to separate from the shell and when the tabs broke off after several times removing the slip cover silicone it to became loose and started to tear on the bottom portion may have been partially my fault but should not have been so weak as they say the otterbox is the best iPad air protection. After filing a warranty claim online they kept telling me to send pictures and more pictures every time I would send a picture they would send another request for something else making it very very difficult for the average consumer to collect a replacement on their so called warranty policies. I have sent the requested pictures and after like the 6th attempt they finally accepted and said they are going to send the shell portion only. I have attempted 3-4 more times to email them back and they will no longer respond the incident number they gave me is : ******* and a so called order number of : **********. I paid almost 99.00 for this case and customers should be treated a lot better then this. Please help ! Regards, ******* *******

Desired Settlement: I would like to have the entire case replaced under the warranty as described and for all the trouble maybe something like a complimentary iPad air item or even just an apology. The reps name was ***** from OtterBox Customer Support.

Business Response: Hello *******,

I am sorry that the warranty procedure was a bit of a hassle. I have looked into your incident and I can see we did do a number of picture re-requests. I am sorry that we had to send so many re-requests asking for the correct information. I can see with the most recent photo, it does show all the proper information as well as showing where the silicone was damaged. I am sorry that no one has reached back out to you with this warranty. I am placing a new order with all the correct parts. Please keep an eye open for the order number. I will also be sending this with expedited shipping on account that we never got back to you with your newest photos.

Sincerest Regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because:
Not only was this whole experience a complete hassle but the reps just completed ignored my email replies all the way until I files this complaint with the BBB. After such an emotional and extremely stressful situation the supervisor that answered this message was the one that finally somewhat fixed the problem. After the lengthy warranty process hassle I actually threw away my complete broken Otterbox including the defender series shield stand after being completely fed up with the situation. Well after the complaint OtterBox finally sent me the shell and slip cover so I then had to buy from them again the shield stand at almost another $20.00 so in turn after the hassle and money I have to buy replacement shield and this OtterBox defender for the iPad air is almost costing me $120.00. What a mess. Thanks for the partial help you have given me.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered an OtterBox Armor case for my iPhone 5. The company claims it will protect my iPhone in up to 6.6 feet of water for 30 minuted. I wanted to use it to take pictures while snorkeling on vacation. When I received the phone I tested in the sink first without then with my phone and all seemed ok. I didn't use the case until my vacation on the trip when I intended to snorkel and as soon as I took it in the water, my phone began acting funny. Turns out my phone in the Armor case was in 2 feet of water for less than two minutes and it ruined my phone. The phone was unfixable and I had to pay $300 for replacement. Per their warranty, Otterbox would only refund the $50 for my case (minus $5 for shipping). After my incident, I left a review about the product on ********** and noticed several other reviews claiming water leaked into a brand-new case after a short period of time. Additionally, when I went to replace my phone at the ***** store the store technician told me that in their experience they found the case to not be waterproof. I would argue if the phone can not withstand water for even a short period of time in shallow water the company should not be allowed to advertise there phone case is "waterproof" and list such specifics as in up to 6.6ft of water for 30 minutes. It's misleading, false advertising, and it causes the customer to have to make a very pricey replacement that they will not cover.

Desired Settlement: I want Otterbox to pay for the replacement of my phone (I have the receipt) and to stop advertising their product is waterproof when it is not. I'd hate for other people to lose money on a product that is not what it claims to be.

Business Response: Hello *****,

I am sorry that your phone has been water damaged while inside our Armor Series case. Our cases are advertised at the 6.6 feet for up to 30 minutes as you stated. We are able to use this terminology because our cases have passed the industry standards for what makes a waterproof case. We have also tested our cases in our distribution center to be waterproof, and we also suggest the case be tested one more time once it arrives to you. It is very rare when a phone gets damaged inside the Armor Series case. I am sorry that you heard from ***** employees they have heard this before, or that it is a common occurrence. The cases are indeed waterproof and often times the waterproofing can be compromised if there is dust, debris, or something affecting the o-ring seal on the case. As the representative stated over the phone, we are unable to do anything for the device. Since our Limited Product Warranty only covers our product, we are unable to cover devices we don't manufacture. If you would like to read our warranty in full, please see the link below:

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

I can see we have a Return Merchandise Authorization (RMA) in affect right now. I have removed the $5 RMA shipping label free for you. So once we get the product back, you will receive your full taxes and price of the product back.  Given the circumstances, I would be happy to do the refund of the case, as well as offer a new case under warranty. If you don't want the Armor Sereice, I can make an exception and send out any other case for your phone. If there are other cases that we sell for your phone that you would like better, please email me back and let me know Series and color. Once I have that information I can place a new warranty for that new case under our free of charge warranty service. Please see the link below for a full listing of cases offered for the iPhone 5/5S.

http://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/Search-Show?q=5S

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and will accept their offer. I appreciate it being explained to me that they followed certain testing standards to qualify as a "waterproof" case so really the standards need to be revised but that is not for Otterbox to decide. Still, I wish Otterbox did a better job of warning the consumer about the likelihood of the phone being ruined by a little dust getting in the case and compromising it's protection. Had I been warned, I probably wouldn't have chosen to entrust my phone to a waterproof case.


Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased LifeProof fre Series Case for iPhone 5 online through ****** (Lifeproof is now owned by Otterbox). Case broke within a week and submitted a warranty request to LifeProof (which was routed to Otterbox customer serivce). After providing serial numbers and all the requested photo documentation, of the case, I was informed that my case is counterfeit and that they would not honor the warranty. ****** is a licensed retailer of LifeProof products, accourding to the LifeProof website (http://www.lifeproof.com/en/fake-lifeproof-case). The case was purchased directly through ****** LLC, not a 3rd party retailer, and I provided proof of this to customer service. Additionally, my purchase didn't trigger any of the other warning signs for counterfeits stated on the website. I told Lifeproof/Otterbox that I was interested in purchasing another case, but that I was concerned that they would again not honor their warranty, and I asked them to explain further how I could avoid purchasing a fake in the future. They said the only way to avoid this was to purchase through them directly, which runs contrary to what is on LifeProof's website about purchasing through an authorized retailer like ******. Given all of this, I feel that they should honor their warranty instead of skirting out of it by claiming the case is counterfeit--a claim which I have no way to know whether it is true or not but at least I did everything correctly in my purchase.

Desired Settlement: Honor their warranty

Business Response: Hello *****,

I am sorry that you have been having some issues with your warranty claim. ****** is an authorized retailer of ours, and with the receipt provided I can definitely see it was purchased and shipped by ****** LLC. I would like to help you as much as possible with your warranty claim. In order for us to send out the warranty item, we must first validate the Serial Number located in your case. I have the serial numbers you filled out in the claim, which are the serial numbers that aren't authentic. However, I know those numbers and letters can be small, so if you could send me a picture of the Serial Numbers to see if I can help validate those for you. I will send you an email from my personal work email for you to send those pictures. Once I receive that email I will do what I can to read and possible resolve your warranty claim.

Please let me know if you have remaining questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my first Otterbox case on March 1, 2014. When I received it, it was defective so I followed the warranty rules to receive another case. After three weeks, I finally received a new case on April 20, 2014. On April 22, my iPhone was stolen and I had to file a claim with my phone insurance company. Fortunately, my phone was not in the Otterbox case at the time. After replacing my phone, I found that the new iPhone 5C does not fit my case that I purchased from Otterbox for my iPhone 5. I explained to several different employees that my iPhone was NOT in the Otterbox case at the time it was stolen, therefore I still have my case and would like to exchange it. Since my phone company sent me a different phone that I previously had, I wrote to Otterbox to see if I could exchange my case for a new phone that fits my phone. I thought that this would be an easy problem given that I did not have that case for more than 30 days, which is in accordance with Otterboxes' return policy. After emailing this scenario to 5 different people at Otterbox, they all said the same thing, "Our warranty does not cover stolen cases." Each time I wrote back saying, you do not understand; my case was not stolen, just my phone. And I would like to return it for a new case that fits my phone." NONE listened. I do not think it is unreasonable to request a return/exchange on a case which is less than 30 days old. I would greatly appreciate exchanging the perfectly good case I have now for one that actually fits my phone. I would understand Otterbox if this was 6 months after purchasing a case, but I am within the 30 days that their company explicitly states is required for returns. They refuse to honor it and I could not be more upset with this company.

Desired Settlement: Return my current Otterbox case for iPhone 5 and exchange it for one of equal value for iPhone 5C, due to extenuating circumstances with phone insurance replacement.

Business Response: Hello ******,

I am sorry that your phone was stolen, which has led to you getting a different style phone. I also want to apologize for the confusion you have had with the OtterBox Customer Service Representatives you have dealt with recently. As of right now we don't have an official exchange policy or system in place to do the exchange. However, given the circumstances I would be happy to offer the exchange. Since we don't have an official system to do this, the only way you can do the exchange is if you send the iPhone 5 Armor case back to us first. Once you mail that back, we will send you out with a new iPhone 5C case. Here is what you need to do to send it back: 

Please choose your own method of shipping. We suggest choosing a method with a tracking number in case the product gets lost in the mail, this way we can still assist you in a replacement. You will want to include a letter inside the package explaining I am offering the exchange and to also include which case you would like on your iPhone 5C. Once we get that back we will go ahead and expedite shipping back out to you so you're not waiting any longer than need be on the exchange. Please address the package as follows:

Attn OtterBox CS
209 S Meldrum St
Fort Collins, CO 80521

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

Hi ***** and other Customer Service representatives from Otterbox. Thank for you reviewing my submission. I am glad that you understand my situation and have explained to me the company policy, or lack of, for exchanging and returning items. As a consumer, it is helpful to have a backup plan just in case, no pun intended. I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

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

Consumer Response: ***** ****** ********** ******************** *** ********************** ***** **** *** *** **** ** **** ** ******** ********* *** ******** ** ** *******

To whom it may concern,

In the first week of May, I filed my first complaint with Otterbox regarding their return policy for a phone case. After using the BBB to get in touch, Otterbox agreed to my resolution and they shipped me a new case free of charge. When I received the case, it was defective and did not fit my phone, even though it was designed for the exact model that I have. It just irks me that after all I have been through with Otterbox, you would think they would take the extra few seconds to ensure the replacement case is not defective. I am extremely disappointed with this oversight and would like to file a new complaint, if necessary.

Please advise,

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

Business Response: Hello ******,

I am truly sorry that your case arrived defective. All the products we have in our warehouse are new products, so I am not sure why or how you received a defective product. I will go ahead and send another one out to you with expedited shipping. Again I am sorry that this happened and I will work our Distribution Center to make sure this one works.

Thank you,
*****

Consumer Response: To whom it may concern at the BBB,

It should be known that my previous complaint was filed and Otterbox claimed it would take care of the issue. Well, they tried and sent me another defective case. Of the four cases I have received from Otterbox, TWO have been defective.  Also my replacement case they sent was $20 cheaper than my original case I purchased and as far as I am concerned, Otterbox owes me $20 and a new case that is not defective. All I have to say is that you would think a company without a return policy, especially who has been working with the BBB with a customer, that they would ensure the product that arrives to me is NOT defective. And it is very clear that no one at the company took time to make sure my order was satisfactory. 

I have reviewed the response made by the business, and find that this resolution is satisfactory to me since I need a case that actually protects my phone. 

I am very displeased at the outcome of this Otterbox incident and I believe it warrants a complaint for a terrible lack of quality control over their products, as well as the lack of concern for a return policy, and a general lack of care for the customer.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the companies product called the defender phone case which the product failed to protect my phone I paid 60 dollars for there product and now it will cost me another 70 to repair there failure I asked them to take case back and refund my money so I can replace screen they refuse

Desired Settlement: Either full refund of product that failed and/or full payment of repairs necessary to fix product failure

Business Response: Hello ******,

I am sorry that your phone has broken while inside the OtterBox. While our cases to add protection, there can be freak falls and accidents where a phone could be damaged while inside the case. Under warranty I am more than happy to replace the case free of charge. However, we cannot refund, reimburse or replace the device itself as we don't manufacture that product. It is stated in our warranty that we aren't responsible for the device. If you would like to read the full legal form of our warranty please follow the link.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

When you called our Customer Service line I can see we offered you a refund. I am still happy to offer the refund to you instead of the the warranty case replacement. In order to fulfill the refund we do need a purchase receipt of the OtterBox product. You can attach the refund receipt within our claim, and I will then be able to move forward with the check refund. Check refunds do take a while to process so once you submit the receipt, please allow 4-6 week for the check to arrive.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I RETURNED A PRODUCT TO THEM BY PRIORITY INSURED MAIL ON APRIL 12, 2014. IT WAS DELIVERED TO THEM ON APRIL 14. I NEVER RECEIVED CREDIT ON MY CREDIT CARD SO I CALLED THEM. I WAS TOLD TO GIVE IT 10-15 WORKING DAYS FOR CREDIT TO SHOW, I WAITED AND STILL NO CREDIT. I CALLED THIS MORNING AT 930 AND SPOKE WITH A ******. SHE PUT ME ON HOLD FOR AWHILE; SHE REALLY DIDN'T KNOW ANYTHING. i GAVE HER MY USPS TRACKING NUMBER AND SHE CHECKED ON SOMETHING; THEN CAME BACK AND STATED THAT THERE WAS NOTHING IN THE PACKAGE TO TELL THEM ANYTHING AND I KNOW THAT I SENT BACK EVERYTHING THAT CAME IN THE ORIGINAL PACKAGE. SHE CLAIMED THEY JUST HAD MY NAME. WELL SURELY THEY COULD HAVE LOOKED THAT UP AND CREDITED MY CARD.. I DO NOT APPRECIATE THIS. AND THEN SHE TOLD ME IT WOULD BE ANOTHER 7-10 BUSINESS DAYS BEFORE THEY COULD CREDIT MY CARD. THIS IS NO WAY TO RUN A BUSINESS, NOR TREAT A CUSTOMER. NOW I HAVE A COUPLE OF MONTH'S INTEREST ON MY CARD AND A CHARGE OF $93.55. I AM A VERY DISSATISFIED CUSTOMER.

Desired Settlement: A REFUND IN A VERY TIMELY MANNER.

Business Response: Hello ******,

I am very sorry that you have received the terrible customer service on your return. I have looked at your RMA in our system and I can see we have invoiced the money back to you at this time. I am not sure why the package was never opened and why the refund was never pushed through. I do appreciate you offering the tracking number on your RMA, this definitely helps us in being able to push the refund back to you. I will speak with the reps that you mentioned earlier for a training opportunity. To give you a more precise time frame on the refund: once we release the funds from our bank, it typically takes 24-72 banking hours to get back to your card. Most banks take 24 hours, but some can take 72. This should release out of our bank this evening which will start that 24-72 hour time frame. Again, I am very sorry for the customer service you received was poor.

Please feel free to reach out to me with any further information.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me: 

***** **** ******** ************************ ********* **** ******** ************************ *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********
 Thank you for you assistance with this issue.  I see that I have a credit posted to my credit card this morning.  Thank you so very much.
Sincerely,
****** ********
 

Consumer Response: ***** **** ******** ************************ ********* **** ******** ************************ *** ************************ ************************ ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* ********* 

Hello, I am disappointed to say that Otter has charged the 93.55 back onto my credit card; after the issue was settled.  Please reopen this case.  Thank you.  They recharged  it on May 12.
Sincerely. ****** ********

 

Consumer Response: ***** **** ******** ************************ ********* **** ******** ************************ *** ************************ ************************ ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********

I just called my credit card company to discuss this matter,  It seems the are the ones who were charging and crediting  the Otterbox amount.  Supposedly it is straightened out now.  So, I think you can close the complaint.  Thank you so much for you assistance with this matter.
Sincerely, ****** ********

Business Response: Hello ******,

I am sorry that you are seeing a charge off of your card again. I have checked our records and it appears we had credited your account twice, so the other charge your seeing is us taking back one of the two credits back to your account. I am sorry that our systems did a double credit back to your account, and now you are seeing two charges. Please let me know if you have any further questions.

Sincerest Regards,
*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a brand new phone at my local phone store, I bought and had a sales associate install an Otterbox commuter series case directly onto the new phone. The phone never once left the case, but two weeks later, the first time it got dropped by the child that I bought the case to protect it from in the first place, the phone's screen broke. The phone is now a brand new, very expensive, broken paperweight and all I asked them to do was cover the insurance cost to replace the phone that their faulty case completely failed to even basically protect. I feel I was scammed by their company.

Desired Settlement: I would like them to pay the insurance charge to replace my phone that their faulty case failed to even provide the most basic protection for.

Business Response: Hello ********,

First I want to say how very sorry I am that your phone has broken in the OtterBox product. I know you purchased the Commuter Series case to protect the phone in drops/falls and dust, and I know how frustrating it can be when the phone has broken while inside the case. We do test our products to meet industry standards, but sometimes accidents can happen where a phone may be damaged inside the case. These instances are very rare and usually happen when the force of the fall exceeds that of what was tested. As stated in our warranty we cannot cover devices under warranty. We cannot cover devices as we don't manufacture that product. If you would like to read our warranty in it's full entity please see the link below.

 https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-Warranty

While I am not able to replace, reimburse, or refund anything associated with the device, I would like to try and work with you to find a good solution with the OtterBox product. Since our warranty only covers the OtterBox case, this is the only product I can work with. What I would like to offer is a refund on the case since it didn't protect the phone, and replace the case you currently own under warranty. The warranty replacement is a free of charge warranty and I would send out a new one without question. The refund will come to you as a physical check mailed to you. To complete the refund, I will first need the purchase receipt. This is required by our finance team so they know how much to cut the check. The check is made out to your name which means you can use that money for whatever you need. I understand that this doesn't replace the already broken phone, but this is something we can offer to help with the replacement or repair. If you would like to take advantage of the warranty and refund, please email me back with your shipping information and phone number and I can get everything moving on my end. If you can also attach the receipt I can get that going with our finance team as well.

Sincerest Regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because: the company produced a faulty product and a few hundred dollar device got broken and all they want to do is replace the case. The case didn't break! It never left the device and the device is SHATTERED. They won't even pay the insurance fee to replace it. I feel scammed. They produce faulty product.

Regards,

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

Business Response: Hello ********,

I understand how frustrating it can be to have a broken device, especially when you purchase a case to protect the phone. As I stated earlier, I cannot cover the phone under any circumstances. We never manufactured that product, and this is why we cannot cover it under our product warranty. I am happy to replace the case and offer the refund on the OtterBox case. I know this was stated in the previous email, but this is the best that I can offer. In order to get the refund of the Otterbox product, I do need the purchase receipt showing the place of purchase, date of purchase, purchase price and product purchased clearly visible. Once I get that information I am able to move forward with the check refund which will be mailed to you.

Please let me know if you would like both the replacement and the refund, or just one of those options.

Thank you,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. They need to get ahold of Verizon though because it was all bought bundled through them. I've gone through more than enough shuffling with those people. Their faulty case, their fix.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a case for my iPhone from Otterbox, thinking it would protect my phone from all drops and water, as their description states (protects from up to 10 foot drops). Within a week I dropped my phone while lacing my shoes (a 1-2 foot drop) and the screen completely shattered even though it was a short drop and in the Otterbox case. I wrote an email to Otterbox requesting that they change their product description and pay replacement cost of my screen. They told me they would replace my case but nothing for my broken phone since they don't manufacture that product. This would not help me since my case was not broken, it just did not work as advertised and allowed the property it was supposed to protect to get damaged.

Desired Settlement: I would like Otterbox to pay for the cost of my replacement screen. I purchased the screen and replaced it myself to save money (50% compared to having it done at Verizon). I would also like a full refund of my Otterbox case as it is completely useless to me as would be a replacement.

Business Response: Hello ********,

I am very sorry that your phone has broken while inside your case. While our Armor case does give the best protection, there can be freak falls and accidents where a phone screen could break in a case. I know we have offered a warranty, and I still happy to honor this replacement. You had asked for a refund on the case, which is something we can only do for purchases done with us directly. However I can offer a refund on the case even if you purchased it elsewhere. This is an exception I can offer given the circumstances of what has happened. What I will need is a picture of the purchase receipt for the refund. I have sent you an email from the original warranty claim asking for a picture of the receipt. Once I have that, I can have a physical check mailed to you.

Since we don't manufacture the phone, we are unable to assist with repair or replacement costs. The best I can offer is the refund on the case or the warranty replacement. Please feel free to email me back using the warranty claim email.

Sincerest Regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because: This does not help me with my phone that is broken, saying that the Armor series case offers the best protection is a complete lie. These cases have been offered at 70% off almost since they came out which obviously means they are terrible, I wish I had seen that before purchasing one. The reason my phone screen cracked is because the case design is flawed, Otterbox obviously knows that which is why it is greatly discounted everywhere. Otterbox offered me less than the price I even paid for the case. I guess I'll be contacting the Bureau of consumer protection and State AG to see if I can get something done through them.

Regards,

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

Business Response: Hello ********,

We have had our Armor Series cases on sale because we are in the process of discontinuing that case, as we now offer a slimmer and newer series in it's place. Our warranty has always stated that we don't cover devices through refunds, reimbursements, or replacements. If you would like to read our warranty in it's full legal form, please see the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

I have offered to do the refund on the case which is the only thing we can do aside from the warranty replacement. This refund will be for the product price you paid at the time of the purchase. I am still happy to move forward with this refund. All you need to do is send the picture of the purchase receipt to the email I sent you previously. Once I have that picture of the receipt, I will be able to submit the check-refund order for the product amount you paid initially.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern, My girlfriend convinced me that your products are worth the investments. Today, (4/14/2014) I've received our supposedly order of two Defender series cases for the new Samsung Galaxy S5. When I opened the box, I was shocked! It had looked like I ordered some used parts from a third party or a pawn shop. It had came in parts within plastic bags, rather than the cases displayed at any retailer. Shipping box was not sealed. There weren't even a receipt showing me what I had ordered. Not only that, my order was only 1/2 fulfilled. I tried to call customer service to help me with this problem. One after another keeps telling me that the rest of the order will be sent out to me as soon as possible. Here's the kicker, I never received any of the confirmations stating that the rest of my orders were coming. No tracking, no order number....NOTHING. Now I had to wait even more for the rest of my orders. What's the rea*** for me to get fedex 2nd day in the first place when the original order had taken 5 and now I have to wait even longer to get the rest? I went through 7 different customer service per***nel hearing the same thing over and over telling me that the rest of the order was on the way. I practically wasted the entire day dealing with this situation. Oh yeah, and while I wasting my entire day trying to deal with this, I found out that Otterbox official site seems to sell the products at a higher price than all the retailers in my area for the same exact item. Is that normal? For the distributor to sell items at a higher price than the retailers? Obviously, I was more annoyed. In the end, I canceled the order completely for this appalled Otterbox experience. Oh yeah...did I forget to mention that now it takes even longer because I have to wait for Otterbox to send me the box to send their stuff back...and then my refund will come back to me? How do I even trust that this will happen when the original order was so badly done.

Desired Settlement: I'm not asking for much. I just want this experience to end ASAP. How long is this going to take? a month? two months? before I get my full refund back? Any other company would definitely see the experience I'm going through and would have just said," Don't worry about it, the items you've received so far...it's on us. I apologize for your first experience with us. I hope you'll reconsider and come back to us." Anything along that line would have been fine. But now...I need to wait...

Business Response: Hello ***,

I am very sorry that your purchase didn't arrive as the whole order as initially placed. I am also very sorry that you didn't get all your questions answered by our customer service team. Here are all the answers to your questions. From the sounds of your experience with not getting the whole order,  the package at some point was opened while shipping. We ship all warranty and purchase orders with a packing slip, and you said yours didn't come with one. This leads me to believe the package may have been opened (intentionally or inadvertently), and this is where the missing part and packaging slip went. While I am very sorry this happened, once a package leaves our warehouse we are unable to control the contents and package care. This is why we were more than happy to send out the new product as a warranty, and with overnight shipping which is faster than the original order.

I can see that the original order was placed on Thursday 4/10 and with our promised processing times (up to 48 hours) and with FedEx not delivering on the weekends, the order was processed and delivered in the proper time-frame. I am sorry it took 4 days to deliver, but the weekend got in the way of the order which did delay the order those two days.

When we started offering the mix-and-match series (which does cost more than the basic standard colors found in retail stores) we started moving away from the retail packaging. We send the packages out in a box, with each part separate wrapped in the plastic bags. The rea*** we do this is because a) it makes it easier to pick individual parts for your mix-and-match order, b) plastic bags are used to keep the products clean in our warehouse, and c) we don't assemble the product and put in retail packaging for several rea***s, but the biggest rea*** is more time based. We want to get your order out as fast as possible, so we leave the products in their clean bags and place them in the box individually. The faster we can get your product packed, the faster it ships and gets to you.

Lastly your Return Merchandise Authorization (RMA) has been created yesterday. I am sorry the email took a while to get to you, but I can see it has been sent now. Once you mail the items, the time frame is about 7-10 business days. This time frame accounts for shipping back to us, releasing the funds from our banking system, and finally for your bank to accept the charges back to your account. Most banks take 24 hours for the acceptance of funds, however it can take up to 78 hours. I can see we did release the $5 shipping label charge for your RMA. We did this for you since you have had a poor experience. While your email will state there is the deduction of $5, I promise that the charges are removed. This means you will get the full product amount and taxes refunded to the card.

I hope this answers all your questions and clears up any poor communication with our representatives.
Sincerest regards,
*****

Consumer Response: Complaint: ********

I am rejecting this response because you need to be fully aware of the situation:

*****,
First off, I would like to thank you for your immediate response. Secondly, what you are
telling me is that after the box left your warehouse (order fully fulfilled),
someone took the packing slip with half my order and it's not your
responsibility. Am I hearing that right? Because that sounds a lot like
shifting the blame onto someone else...in this case...Fedex?

For the processing time and delivery, it was my fault for not fully understanding the
system and it was my mistake. Again, I do apologize for that

I appreciate and thank you for your explanation of your new system and I will definitely keep
that in mind in the future.

As for the RMA that was created on 4/14/2014. It pushed me over the edge. I wanted to talk to
the manager to end this matter with a full refund. I was denied of the
opportunity and was told by your customer service representative that I do not
need to talk to the manager and my order is fully refunded. When I saw the RMA
sent to me on 4/14, there was nothing else I could say...after a full day of
telling multiple people I'm missing parts, the RMA had asked me to send an
additional item which I never received along with the rest I already had
received. Where was I going to magically get this item I asked myself?  The second thing I saw on there was even more
disturbing. There was apparently a $5 charge for shipping for returning your
items that was never mentioned to me by ANYONE. I would understand if it was my
fault for returning the items and changing my mind. Sure, I would gladly pay
for it, but there is a long record (I would assume) of me talking to multiple
people about this and the problem I'm going through. I thought that was already
disturbing...but apparently there's more. My order was for $135.10...what's $5
from that? basic math says $130.10. My refund was only $124.27 on that RMA. How
does this happen? oh yeah, the charge was subtracted before you add on the
taxes therefore the refund will be less...hmmmm...pretty sneaky sneaky.

So I called back this morning on 4/15/2014 to try and resolve this issue once again. I
reached  another  customer representative that didn't fully
understand the situation. The per*** had understood what I've been dealing with
so he/she tried to help me out. He/she tried to fixed the last RMA for me by
removing the magical item I was suppose to come up with and was able to do the
refund. AHHHH, but here's the kicker...it was only for a refund of ~$119. So
how did this get even lower? Because I'm really confuse. I was told that
Otterbox doesn't refund taxes and there's a charge of $5 for shipping in
addition. Needless to say I was furious. Is that normal business practice? to
take the taxes from the refunded amount of the customer? Oh wait though, then
how did the refunded taxes appeared on the last RMA. The one where the shipping
cost was subtracted before the taxes were applied?

So in the end after going back forth I was finally able to get my full refund from another manager
that I never got a change to meet. He/she refund me the ~$5 dollars in advance
this morning and promised me through his/her representative that they have
noted the items that were missing and I'm only required to send the items I've
received back for the rest of my refund. So to clarify...I was still dealing
with your customer representative while receiving your message passed on from
BBB.

I would like to extend my thank you to the customer representative that was helping me this
morning as he/she was thrown into a pit she didn't fully comprehend.

The situation is now resolved in my mind until I received a call back by the customer
representative to pass on a message by one of your manager apparently. I was
told that they were very apologetic for what I had to go through and in order
to give Ottterbox a second chance. I was told that the next time I order from
Otterbox, please call him/her directly and that there would be a 50% shipping
cost deduction for me.

Is this a joke? so apparently all the problems I went through was worth approximately $2.50? I
was shocked...there's nothing else I could say.

So while I do appreciate the extension of your sincerity, I'm afraid I might receive a stroke
from all this shock. Thank you for your time and I sure hope we don't cross
business again.

Sincerely,
 

*** *****

Business Response: Hello ***,

I am sorry that you are still trying to get some clarification on what is happening and I wasn't able to answer all of your questions. I am sorry that you have been talking to so many representatives without the opportunity to speak with a manager of our customer service department. The issues you are having and questions you have do merit talking with someone higher than a representative, as your situation is a bit more confusing than average. 

I will send you an email from my per***al work email so that I can speak with you directly to answer all of your questions, work with you on getting to a better resolution to this issue. You should receive an email from directly and if you prefer to talk over the phone we can arrange a date and time to speak in per***.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have filed 4 warranty claims for a replacement Iphone 5 Defender series case holder. I have not received a replacement or any follow up from Otter box related to any of these claim so I keep purchasing replacement holders. I am asking for the replacement and refunds on my replacement part orders.

Desired Settlement: I have filed 4 warranty claims for a replacement Iphone 5 Defender series case holder. I have not received a replacement or any follow up from Otter box related to any of these claim so I keep purchasing replacement holders. I am asking for the replacement and refunds on my replacement part orders.

Business Response: Hello ******,

I am sorry that you are having troubles with your warranty claim. I can see that you have done three warranty attempts for your holster over the course of a year. We had been sending you re-requests for photos as the photos we received were not in the correct format. The format that we require is to see the full case and damaged part next to a piece of paper with your name and date. This helps us with proof ownership, proof of damage, and ensures we are ordering the correct part for the correct case. I would be happy to place a warranty order once we get those pictures in the correct format. I have sent you an email from your most recent warranty claim asking for the pictures in our warranty format. You can respond to that email with any remaining questions or you can reach back out to me.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Company is being difficult in honouring their warranty.

Desired Settlement: I simply want them to replace the item as per their warranty.

Business Response: Hi *****, 

Thank you for contacting us. I reviewed your warranty submission and it looks like you provided us with all but 1 piece of information for the warranty replacement. We do need to get the vendor code from your case in order to replace it under the warranty. I have sent an email to you requesting this piece of information. As soon as your able to provide this we can order the appropriate replacement part ordered. If you have any additional questions please let me know. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: well to start I have been buying otterboxes for several years so I got the iPhone 5 otter box with belt clip have had several issues with the belt clips this time the belt clip broke and caused me to lose my iPhone never found it so I contacted customer service and asked for the case to be replaced they asked for pictures told the only picture I could provide was of the clip only piece I have cause it broke and lost case and other part of belt piece I mean that is the least they could do is replace the otterbox and I have had to replace that same case with them before because it was falling apart I figured they would have it in their system I mean I don't understand what the issue is with replacing the case a 59.95 dollar case that caused me to lose a $600 dollar cell phone.

Desired Settlement: I would atleast like the case replaced I now bought the new 5s and paid full retail price because just upgraded few months before the incident and I didn't have mobile insurance at the time

Business Response: Hello *****,

I am sorry that your phone was lost due to the holster breaking. Our warranty does ask for photos of the case itself as proof of damage and ownership. Since the case and phone were lost, what I can do is make an exception for you and replace your case with a picture of the purchase receipt. I have sent you an email with further instructions on pictures of that purchase receipt. Once I get a picture of the receipt I can move forward and replace your old case for the new phone. If you have any remaining questions, please feel free to reply back to the email I have sent you.

Sincerest Regards,
*****

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,  I cannot find the receipt I have  had the same case replaced before May be under wife's name ****** ****

***** ****

Business Response: Hello *****,

Since I can see we have done a warranty for you in the past on this particular product, I can place the new warranty order for you. I am sorry for the hassle of trying to get the warranty order placed. Since you have done the warranty under your wife's name, this is why we couldn't find you or this previous warranty. You should get email confirmations shortly saying I placed the order and more emails once it ships out.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards, Thank you very much I wasn't trying to get anything free I buy new cases every year from otterbox and am interested in the new armor series case actually so I will be ordering one of those soon I look forward to doing future business with otterbox thanks again.

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased an otter box case for his ******* **** *. We spent 65 dollars on a case that was guaranteed to protect the phone or they would cover the repairs or so we thought. My husband had the phone on his lap in the case when he stood up and the phone dropped and shattered his screen. We contacted otter box and they said they would only cover the cost of the case not the phone. I am confused as to why they are advertising that their cases are so durable when they are not and then charge an outrageous price for a phone case that does not even work and then they do not even stand behind their word. Now we are out 185.00 on a phone because otter boxes case did not provide their protection they have advertised. I am looking at hopefully having this issue resolved in the best interest of the customer and asking otter box to cover the cost of our warranty with tmobile and pay for a replacement phone that should not even need replaced if their product would have done what it said in the first place. We have contacted ******* and **** *** where we purchased the otter box from and they all agree that otter box should stand behind their product.

Desired Settlement: 185.00 for the warranty of a replacement phone and 65.00 for the cost of the otter box that was not what we expected

Business Response: Hello ****,

I am sorry to hear that your phone did break. Under our warranty we do cover the OtterBox case, but not the device. The reason for this warranty is simply due to manufacturing. We manufacture the OtterBox so we are in control of production of our product, and that is why we can cover the case under warranty. Since we don't manufacture the device we are unable to cover that product. Our cases do add protection for dust and drops/falls, but are never guaranteed because there can be freak accidents where the phone can break in a case. These drops and falls are extremely rare and are "freak" accidents. It is stated on our website that we cannot cover the device. Below is the link if you wish to read our warranty in it's entirety. 

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Since we only manufacture the case, we can only stay within the guidelines of the Otterbox. The best that I can do for you is offer you a refund on the case. This is something we usually don't do, especially if the case was purchased through a third party vendor. However, I would like to help you out as much as I can. This refund will come in the form of a physical check to you for the price of the OtterBox product. If this is something you would like to take advantage of this offer please call us or close the claim and we can move forward with this refund.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I collect cases for my phones so I go with otterbox they replaced some cases for me later on they questioned my photos for my warranty claims so and they blocked my number there are two employees named **** and ***** who started this whole thing they started getting angry and saying I forged photoessays and a store receipt to get free cases later on I got claim denial emails they have blocked my number and email I have no way of contacting them they accused me of looting they made me feel like a criminal it came to the point that I'm afraid to check my email I just need you to look forward into this matter and see what you can do about **** and ***** they lie constantly and they wouldn't allow me to speak with any one else I can no longer talk to them please help

Desired Settlement: Tell them to unblock my number and do something about **** and ***** get my ion case replaced

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. I reviewed the warranty claim that you submitted for the iPhone 4/4S Defender iON case. The serial number that you provided is a serial number that has already been submitted for replacement under the warranty. Each case is only eligible for 1 replacement and every case is individually serialized. **** made a huge exception to our policy and offered to pursue a warranty replacement if you can return the item to us. He shipped a return box and return label to you. We are just waiting to receive the item. After you have returned the item to us we will move forward in the warranty process. Please let me know if you have any additional questions. 

*****

Consumer Response: Complaint Detail / Problem
Nature of Complaint: Customer Service Issues - No Detail Provided
Problem:
I had a lot of otterbox products I use to be a big fan after moths of abuse I decided to get some of them replaced. I called in a few times and you replaced them no problem I even showed proof of purchase and then the location of my mobile store was moved later on in the businesses lifespan later on I spoke to supervisor and she stated " there is no such store as my mobile" even though there technically is I typically get all my otterboxes from there currently I have 7 your customer service started getting rude my son took a picture of his otterbox and he's studying to become a photographer he also does online reviews he edited his otter box photos for Facebook and he used the same photos in his claim I apologized to you're team. Now you people are rejecting my calls all because of you're supervisor She also said I foraged the receipt I'm not a computer genius and I don't have the means to do so I'm upset about the whole issue my account has been flagged my calls are being rejected and you people are not sticking to your customer service standards that you claim to have all this becuse my 9 year old did something stupid it's compleat lay upsetting to see him asking when his will get repaired I demand you un flag me and let my calls go through after all these acusations and poor treatment just becuse my son didn't know any beter he has that case it's not like he's looting I couldn't reach you I had no choice but to contact the bbb and that's saying a lot
Translate

Desired Settlement / Outcome
Desired Settlement: Other (requires explanation)
Desired Outcome:
Unblock my number let my calls go through unflagging my account and I would appreciate an apology

 

Business Response: Hello *****, 

Thank you for your response. As I mentioned in my previous response you have contacted us to warranty a Defender iON that has already been replaced under our warranty. After the unit is warrantied it is to be returned to OtterBox, and that same unit cannot be warrantied a 2nd time. We are able to track this because all Defender iON cases have a unique serial number. **** agreed to make an exception to this policy if you returned the product to OtterBox, we sent a return shipping box and a prepaid label to you so that you could do so at no cost to you. We have not received this item so we cannot warranty the item. You have continued to contact us to have this item replaced after we told you exactly what needed to happen to have the item replaced. We are happy to uphold the offer we have made, and to uphold our warranty policy but you must return the item to OtterBox prior to any replacements being sent to you. If you have any additional items that need to be warrantied we are happy to take care those as well. In order to have those additional items replaced you will need to return these items to OtterBox to have them replaced. This Process falls in line with our warranty policy. If you would like to read the full policy it can be viewed in the link below. If you would like to proceed with this please let me know and I will send instructions on how to return the additional items to OtterBox. The return packaging and pre-paid shipping label that we have already sent to you can be used to return your Defender iON case. Please let me know if you have any additional questions.  

http://www.otterbox.com/warranty-full/warranty-full,default,pg.html

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the otter box armor series for the iPhone 5 and this company states that there case is waterproof. I got the case to protect my phone in different types of elements, like everyday use drops etc. The company says there case is waterproof drop proof dust proof and crush proof. Well it's clearly not waterproof. My iPhone 5 was a working Iphone until I installed this case on it and submerged it in water.. Which the advertisement States that it can be underwater for a duration of 30mins. My device was inside a water bowl for exactly 2mins before water getting inside of the case then getting to the phone. I have video to prove what happened. I called the company telling them what happened and they clearly said they will replace the case but not my device! If you ask me that's false advertisement if your saying your product can protect the device for water and it clearly doesn't. Now I would have to purchase and completely brand new phone because of this company lies to me as there customer . I think I should be reimbursed not only for the case before my device as well. This has to stop!! This company is breaking people devices and are not taking the blame for it and I think it's unfair how I went from a completely working phone to a non working iPhone 5 in the matters of 2mins

Desired Settlement: Replacement for the cost of my device which is a iPhone 5 64gb model and also a reimbursement for the case or be sent another replacement case! I mean the product doesn't work!!!! Like it's stated to work! I just would like my device replaced and reimbursed for the cost of a new device. Also they need to take better care of there customers and have this product removed from there product line for false advertisement!!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Otter box offered two day fed ex shipping which we elected to use to receive our purchased product by Friday. Item was ordered on a Wednesday and at fed ex facility Thursday morning and shipped out. Item did not arrive at local fed ex facility until Saturday being 3 full days of shipping time. Due to otterboxes special instructions fed ex was told to only deliver on a week day. Thus my paid 2 day shipping will now be 5 day shipping instead. It looks very much like otter box is using 2 day shipping as a monetary scam and the money paid for 2 day is not used to ensure fed ex will deliver in a timely manner. Rather they dodge weekend payment and instruct to hold till weekday to avoid weekend delivery charges.

Desired Settlement: Full refund of product shipping. Falsely advertised two day shipping, as product should have arrived Friday

Business Response: Hi ******, 

Thank you for contacting us regarding this matter. At check out when the shipping options are displayed the following message is displayed on the screen with the shipping options:


Estimated shipping times exclude weekends and holidays.

***FedEx Next Day & FedEx 2-Day will still be subject to a 48 hour processing period and will not be eligible for weekend deliveries

The clock starts ticking for shipping times after order processing is complete. Average order processing time is 48 hours or less. All packages going to Alaska, Hawaii, PO Boxes, military addresses (APO, FPO), or US territories (i.e. Guam, Puerto Rico) will ship via FedEx SmartPost. If you have any questions about your shipping destination please contact our customer service team at 855-688-7269 or contact us.Estimated shipping times exclude weekends and holidays.


This information is provided prior to the ordering being submitted, and your package was delivered in time frame that was quoted to you at check out. Because the service provided was exactly as described at checkout we are unable to offer a refund on the shipping costs. I apologize for any inconvenience. Please let me know if you have any additional questions. 

Peter

Consumer Response: Complaint: *******
 I am rejecting this response because:
First when logging onto your website it clearly says free shipping or $5 dollar 2 day shipping. There is no * or see terms or conditions thus one is left to believe there are no special terms. Second if one advertises clearly without special terms on the main website why would a customer be inclined to believe this would change later in the transaction process. It seems a tad bit of false advertising is going on. Second the item was shipped out at 9 am on Thursday wich would be day one making Friday day two so with that logic any day beyond Friday would be past a two day period.  Since your company is so determine to refuse to refund the small amount of $5 dollars and waste my time by fighting the issue I will make sure I do not purchase any more of your products every two years as I upgrade my accounts 6 phones every two years totaling a rough $360. I will ensure the higher managment knows of this. Thanks, your company's loss.
 
Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I purchased an Otterbox case for my Samsung Note 2. I was of the understanding (as per salesman/managers suggestion) this would protect my phone from damage from everyday use. Other people I know use Otterbox and believe as I do. My phone (of 4 months) fell off the end table (approximately 18 inches high) and the screen became garbled so I took it to my cell carrier to be fixed...when they removed the Otterbox covers...they discovered a crack in the glass..also the touch panel broke...my warranty did not cover this..so I went to the Otterbox website and chatted with online customer service who told me they only covered the case and could send me another..my case is not broken..my phone is...so I looked at their ad on their website... and it says "protects against drops, bumps and shocks" there is more about taking your technology anywhere with confidence. I feel Otterbox should cover the cost of this phone repair AND change the ad...as salepeople are obviously under the same impression I (and others) are.

Desired Settlement: I would like Otterbox to cover the cost of repairing my phone..I'm told it will cost $301.25 to fix. I would like the ad to reflect there is no protection as they state it. I would like the salespeople to be aware they are encouraging customers to accept they are protected when they are not.

Business Response: Hello ********,

I am sorry to hear that the screen broke on your phone while inside the case. Since we don't manufacture the device itself, we are unable to do anything for that product. Our advertising does state that the case helps prevent against drops/falls and dust as you mentioned, but there are freak falls where the screen can break. Our cases add protection, but is never guaranteed as those freak accidents are possible. I am sorry this has happened to you, but we are unable to replace, reimburse, or refund your phone or any costs to repair the phone. This is something that is stated in our warranty online. If you would like to read our warranty in full, please see the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

What I can do for you is work with the OtterBox product as that is what we manufacture. You did mention that the case wasn't broken, however I am still happy to send a new case to you free under our warranty. If this is something you would like to move forward with, please let me know.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Previously had an otterbox defender case for my I-phone four, it was great. Just purchased the I-phone five. The defender case that costs $49.99 does anything but protect my phone. I called the company and my ticket was lost, called back, to find out that there had been issues with the pictures I had sent. I had already spoke with a manager in regards to the photos because I was not comfortable with taking my phone out of the case to take a photo of the defective case. If my screen cracks it costs $200.00 on my insurance. I would not recommend Otterbox to anyone again.

Desired Settlement: I would love my money back if that's an option.

Business Response: Hello *****,

I am sorry to hear that you are having issues with your case and the Vanity window is not lining up with the Apple logo. In the early production of that particular case, that particular aesthetic issue was pretty prevalent among our iPhone 5C cases only. As of recently we have resolved this issue with a proper mold to put that Apple logo square in the vanity window. In your warranty claim I can see the product was purchased at Sprint. Since the product was purchased at a 3rd party retailer, you will want to go through sprint for a refund. With the photo you submit I am able to see that we have sent out a new one under warranty. I am sorry that you have that issue currently, but that new order is on it's way and will resolve that issue. 

If you do have any more remaining questions regarding your warranty you can always call our Customer Service line at 1-855-688-7269, or reply to any email confirmation you may have received. Any representative can help you or if you prefer, you can ask for me and I should be able to assist with answering your questions.

Sincerest regards,
*****

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

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

Even with the new case that was sent there are issues with the old silicone and trying to get help from Customer service is next to impossible. 

Business Response: Hi *****, 

Thank you for your response. I do see that you have uploaded the requested photos. We have ordered the new silicone on warranty order **********. You will receive an email with the tracking information for the order as soon as it is shipped from our distribution center. Please let me know if you have any additional questions. Thank you for your patience and support!

-***** 

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,
***** *******

*****,

I'm rejecting this due to the item being sent as the replacement is not the same nor can you come close to the same color I had purchased. I'm very discouraged and I am unable to return the product to Sprint due to the product being opened. 

*****

Business Response: Hi *****, 

When we updated the design of the case we did update our color selection so that they match the colors of the device more closely. I see that they grey silicone had been ordered for you as the pink silicone had not yet been released. Good News! The pink silicone was released today. I would be happy to send the pink silicone cover to you so that you have a case that matches your original choice more closely. Please let me know if this is something that interests you. 

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

***** *******
***** I would very much appreciate the pink one and would be more than happy to return the grey one.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have submitted warranty claims multiple times but never got my 2 new cases as both cases are doing the same thing. Contact me for more information.

Desired Settlement: I would like 2 new cases for my Galaxy S4 Actives. Both of the cases have screen protector issues. They make the phone respond to one touch as multiple touches.

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. We are happy to help you complete your warranty claim. I have reviewed your submissions and we are still waiting for the correct photos of your cases to be uploaded.I just resent an email to you with the instructions for sending the photos. We must receive photos that include your name and today's date. As soon as we have these photos we can order the appropriate replacement parts.  Please let me know if you have any additional questions regarding our warranty policy or procedures.

-Peter 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I have had my warranty claim taken care of now that I have gotten the Better Business Bureau involved.  I would like to thank the Better Business for their help and mediation in this matter.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a defender series OtterBox on 2/17/2014. On 2/20/2014, I accidentally dropped my phone, which was in the OtterBox, not even 3 foot to the ground. The screen of my phone shattered and I was so upset. I spent almost $60 for the case and then had to turn around and spend $98 to repair the screen when the product is advertised "Robust, 3-layer protection withstands drops, bumps and shocks". There are also videos showing phones falling from high distances and not breaking. I dropped it ONE time and it was a short fall and it shatters. I feel like this is false advertisement. I would have never bought the case if I knew it wasn't as strong as they make it seem. They are telling me they won't refund my money for the case and they won't do anything about the screen. This is my hard earned money, down the drain. I feel SOMETHING should be done.

Desired Settlement: I would like to be refunded for the case and the screen repair due to their faulty, and falsely advertised product.I have proof of purchase and repair.

Business Response: Hello ****,

I am very sorry to hear your phone broke while inside the OtterBox Product. While our cases do advertise drop, dust and shock resistance there can be freak falls and drops where a phone could break in our case. Under our warranty stated on our site we are unable to cover devices. The reason why we can't cover devices is because we don't manufacture that product. If would like to read our warranty in full here is the link: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

We are more than happy to help with your OtterBox product under our warranty. I am able to send you a free of charge new OtterBox product under the warranty. If this is something you would like to take advantage of, please let me know.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I just recently bought a new phone and I bought a otter box case to protect the phone. The back of the box claims that this case will protect your Also that it is shock proof. I had my phone tucked under my arm and I dropped it it fell 4 ft this is the only time it has been dropped. When I picked my phone up my screen was busted. I called otterbox company and was told that they are not responsible for my phone . This is false advertisement saying that this case will protect my phone it does not I told the woman over the phone about this but I just got told that it doesn't protect my phone. What is the point in putting this product on the market if it doesn't work .

Desired Settlement: I want them to pay for my new phone or they can pay for the deductible that I will have to pay to replace my phone. They also need to take there false advertisement off there products.

Business Response: Hello ****,

I am sorry to hear about your phone being damaged while inside the OtterBox product. While we do advertise our case can assist in drop, falls, and dust, there can be times where a phone can fall and break. The falls where a phone may break inside the case are vary rare. Since we don't manufacture the device we are unable to reimburse, refund, or replace that product. Under our warranty we are only able to assist with the OtterBox product since that is the product we produce. What I can do for you under our warranty is offer a new Defender Series case free of charge. If this is something you would like to move forward with, please let me know.

*****

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

**** ******
 My otter box was not damaged I bought this otterbox because it is suppose to protect my phone from normal wear and tear and to protect it when it is dropped. This was the first time the phone was dropped I just purchase this phone. I am 5 ft 6 in I had this phone in my case tucked under my arm when I dropped it, it did not fall far to the ground so therefore it should have protected it. No you do not make nor distribute my phone but, you are putting a product on the market that you are telling consumers that will protect your phone. IT DOES NOT!!!!! That in it self is false advertising. All I want is to  be reimberst my 99.00 dollars I had to pay my warranty company for a replacement phone.       







                                                                                             Thank You **** ******

Business Response: Hello ****,

Again, I am sorry that the phone broke in the case. Since we only manufacture the OtterBox, this product is the only thing we can assist with in a warranty. You haven't had the case that long, so what I am able to do is make a one time exception to help you out. I am able to offer a check refund for the OtterBox product itself. This is something we typically don't do if a case was purchased from an outside vendor. However, given the circumstances this is something I would be happy to offer. As long as you still have a purchase receipt and it was purchased one year or less, I am able to make this happen. If this is something you wish to take advantage of, please let me know and I can get this refund moving forward.

Thank you,
*****

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

**** ******       I have the receipt I can take it back to the store without having to wait. You can reimburse me for my phone.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a outterbox commuter series case for my iphone 5s. After a months worth of use the rubber parts started to peal. There is also a crack in the back of the case.

Desired Settlement: I would like for a full refund of the outerbox. The purchase price was 44.99. Also I would like outterbox to replace this case.

Business Response: Hi ****, 

Thank you for contacting us regarding this matter. I am sorry to hear the you are having difficulty with your Commuter Series case. All of our cases do carry a 1 year warranty so that can certainly be replaced under the warranty free of charge. I have sent an email to you requesting the necessary information for the warranty replacement. If you would prefer a refund for the product you would have to return to the original retailer to pursue returning the product. Please let me know if you have any additional questions.

***** 

Consumer Response: Complaint: *******

I am rejecting this response because: The original retailer told me to take it up with outterbox. I would like outterbox to fix issues with there case.

Regards,

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

Business Response: Hi ****, 

Thank you for your reply. We can certainly send a replacement case to resolve the issues that you are having with your current case. I have sent an email to you requesting the necessary information to complete this process. As soon as can submit that information we will order the replacement. Please let me know if you have any additional questions. 

*****

Consumer Response: Complaint: *******

I am rejecting this response because:
I don't want a replacment case. I would like my money back. I no longer trust the build quality of outterbox.
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an otter box for my phone and was told if the phone broke while in an otter box that they would rlace the phone. The phone screen broke beyond repair while in the otter box and I contacted otter box by email and by phone and was told they will only replace the otter box..which is useless since I can no longer use that phone and they refuse to replace the phone. What good is an otter box if it doesn't protect the phone and I do not like being lied to when I bought it and was told they would replace the phone if it broke while in the otter box.

Desired Settlement: I would like my phone and the otter box replaced. My phone was a ****** MOTOROLA COMMUTER PHOTON Q 4G LTE and the otter box was black

Business Response: Hello ******,

I am sorry to hear that your phone is broken. Our warranty states on our website that we cover only the OtterBox case and not the device. We warranty out the OtterBox product  only as that is what we manufacture. While our cases do add protection to a device, things can happen where a phone may break in a case. These accidents are rare, but do have the possibility of happening. We never train or inform employees, whether ours or someone else's employee, that we guarantee a phone inside the OtterBox. If you wish to read our full warranty in it's legal format, please follow the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

I am happy to send you a new OtterBox product under our free of charge warranty since the case did break. Please let me know if you have any remaining questions and if you would like to proceed with the warranty.

*****

Consumer Response: Complaint: *******

I am rejecting this response because:
I find this 
Regards,

****** ****      I am not surprised by this since filing my complaint I have gone on Facebook and in just one day I have heard from two other peopl who were told the same thing with the same results to their phones..otter boxes are worthless! I can see why you do not want to stand behind your product because it doesn't work! As for your not being responsible for your sales reps..if you aren't responsible who is? That's a joke and we all know it..just a scape goat!  I plan to keep posting on Facebook and any other sites I can find to get this out there that otter box is worthless on less you want an ugly piece of plastic on your phone. I can say you may not stand behind your reps but for as long as I can I will keep telling people what a piece of junk otter box is and since I travel 3000 miles across country every week that adds up to a lot of people I think I will tape my phone and otter box to the side of my truck so people will be able to see how good ototterbox protects your phone..

Business Response: Hello ******,

I am very sorry that this has happened to your phone. I do understand this is a frustrating situation. Our product does add protection to the phone, and while it does protect against most drops and falls, there can be situations where a phone may break in the case. Given your circumstances I am willing to bend the warranty policy and rules for you. If your case was purchased within a year, I can offer a refund for the OtterBox product itself. This is something we don't typically offer, but for you I can make this exception. Please let me know if you would like to move forward with the OtterBox refund.

 Let me know if you have any remaining questions or concerns.

*****

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

****** ****i.                 I can see this is getting me no where since if you wanted to give a refund you would have you have all the information you need to do so. I will just go ahead with putting it on my Facebook and telling all the people I come on contact with and on the cb as I am a truck driver.  I understand you have covered yourself legally but we all know the game you play...have ******..******* and other carriers to tell costumes whatever will sell your junk product...hey they can't do anything because they  beloved the sales person..old trick which I won't fall for again. I also think my wife going into cell phone stores and getting it on video  my be the right idea. Just because your a big company don't think consumers have to take your lies. I will let you keep your refund I'm sure the money I have saved other hard workers from spending on your junk is more then enough to make me happy all I have to do is show your case and my broken phone which I carry every where.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otterbox claims to protect your cellphone. I have had two different otterbox cases. Both cases have not protected my phone. The first one the case cracked and broke my glass. I called and got a warranty replacement for my new phone that I had to spend $700 on to get the new phone. I dropped my phone on couch and it slid to the carpeted floor and my glass is cracked. The otterbox did not protect my phone. It actally broke the glass again. That means that I now have to go buy a new phone because your case broke and broke my screen. I spoke to a ****** and she said that the only thing they could do was send out a new one. I asked for a supervisor and a ****** got on the phone. He offered to refund us the money for the case. The first phone was a Samsung Note 2 and the second phone was a Samsung Note 3.

Desired Settlement: I think that since I have had two broken phones due to the case cracking and breaking the screen. I think that Otterbox should send me money towards the replacement of my phone or the cost of getting the screen fixed.

Business Response: Hello *****,

I am sorry that currently have two broken phones and cases. Our warranty is limited to the cases themselves. The reason we are only able to cover our product and not the device under the warranty is due to what we produce. We don't manufacture the device which is why we cannot cover that product. Our cases do add protected to the device for most falls and drops. There are falls that are anomalies where a phone case and phone may break inside. This is very rare when this happens, but it can happen. If you like to read the full warranty in it's legal language, please see the website below: 

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Since you have spoken with the supervisor ****** and he promised a refund for the cases, we are still able to honor this offer. This is something we don't typically do under our warranty, especially if the cases weren't purchased directly through us. However, we are happy to bend this rule as a one time exception due to your circumstances. If these cases were purchased within the last year, we can get the refund moving forward. Please let me know if you have any remaining questions or would like to move forward with the refund on the OtterBox products.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an otter box case for an iPhone 5S from my local AT&T store when I purchased the phone case I was never told that I could not use a phone charger with the case on. We contacted the otter box company who informed us we needed to see our local AT&T store about a refund or getting a new case. I went to visit AT&T who told me that they only had a 14 day return policy and I needed to contact otter box we re contacted otter box and they would not help us in any way. I don not think that otter box should sale or attempt to sale items and not inform costumers about important features that can not be used because of how the product is made

Desired Settlement: I would like to be able to change my case for one that allows me to use the portable charger and other features that I can not use with this current case

Business Response: Hi ********, 

Thank you for contacting us regarding this matter. Our cases are designed for compatibility with all of the OEM accessories included with your device, including the charger. If you are using the OEM charger there should be no issues with charging. There is a wide variety of aftermarket chargers, some of which vary in size and shape from the OEM charger. Because there is such a wide variety of aftermarket chargers, we are not able to confirm or deny compatibility with any aftermarket accessories. If you are using an aftermarket charger I would recommend switching back to your OEM charger and you will not have any issues with charging. Please let me know if you have any additional questions.

*****

Consumer Response: Complaint: *******

I am rejecting this response because: The charger is not the issue. The issue is that Otter Box would not let me return my box within the 30 day exchange period

Regards,

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

Business Response: Hello ********,

We do have a one year limited warranty where we can send you a new case free of charge for manufacturing defects. If you are using the OEM charger and it is still not fitting, this is considered a manufacturing defect and we can move forward with a warranty replacement. If the charger you're using is not an OEM charger, it not a manufacturing defect and not covered under warranty. If the warranty service is how you would like to proceed please let me know and I can send you the instructions for the warranty process.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an Otterbox Defender case for my Motorola Xoom tablet. Recently, a piece of it broke after normal use. The case was supposed to be warranted for a year. I purchased the case in July 2013 so I contacted Otterbox about getting a replacement. I was told that since the tablet had been discontinued, there were no longer any available for warranty replacement claims. In essence they cannot honor their warranty.

Desired Settlement: Either refund my original purchase price, send me a replacement, or reimburse me so I can purchase another case.

Business Response: Hello *******,

I am sorry that your Motorola Xoom case is broken and I am sorry that we no longer have this product in stock to fulfill the warranty. Since it was purchased within the one year time frame, what I can do for you is send you out with a different OtterBox product for equal or lesser value for free under the warranty. If this is something you would like to move forward with, let me know and we'll get you started on receiving that new case. If you have any remaining questions or concerns, please feel free to let me know.

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. As long as the product you send will fit my Motorola Xoom, that should be fine.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Wrapsol screen protector for an iphone 5 on December 30, 2012, it has a lifetime warranty and they don't want to honor the warranty. Apparently Otterbox has purchased the Wrapsol company is what I was informed by several people at customer service who would not give me their names that my lifetime warranty is no longer valid.

Desired Settlement: Replacement or refund of $14.96 plus tax (8.25%)for a total of $16.19

Business Response: I am sorry to hear you're having some issues with your Wrapsol screen protector. Since we have acquired Wrapsol, we are now handling all warranty claims directly. I am more than happy to assist in a warranty claim. I will send you an email from my personal email with further instructions on a warranty replacement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: did not protect product as its product stated. I had purchased a motorola phone and purchased an otterbox defender case. The phone was dropped and glass was broke and phone was broke. Otter box did not cover

Desired Settlement: I paid 100.00 deductible for phone insurance.

Business Response: Hi ******, 

I am sorry to hear about the damage to your device. I understand this can be a very frustrating situation. Our cases are designed to add increased protection for your device, however we are not able to guarantee that in every situation your device will go unharmed. We are able to warranty the products that we manufacture so if the case has been damaged we would be happy to replace it. Because we do not manufacture the device we are not able to cover it. As this is a unique situation I would be willing to offer a refund for the purchase price of the case. If this is something you are interested in we would just need to get a copy of your original receipt so start the refund process. Please let me know how you would like to proceed. I apologize for any inconvenience this situation may have caused.

***** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the otterbox defender camo series for samsung galaxy S3. Brand new phone 5-6 days old. Upon my ONLY drop of the phone from waiste high, attemptimg to put it in the belt clip it is sold with, it fell on its top edge of the case. I spoke to rep at otterbox " they do not guarantee any equipment its cases are designed to protect"? On the case it states impact/drop protection. These cases are not cheap....nor is teh equipment that otter box claims these cases will protect ...so they say. Wasnt offered any refund...equipment repair or anything. Very disappointed that they can advertise something like that and it NOT be considered false advertisement. I cauld understand if i dropped it from any higher than the waiste high region....that would make sense that it wasnt designed for drops higher that that recommended. But to have my screen crack from a 2 foot drop, with that case on it, has to be some design flaw. It impacted right where there is plastic from the port covers popping through the case. There are two locations...top for headphone port and bottom for charging port. It seem that would be a week spot. I only wish for some sort of resolution. A better case would be nice...one that actually protects as it states on teh packaging and on otterbox.com. Thank you for you time.

Desired Settlement: If possible i would like to have a more rugged case for protection. In my line of work this phone is everything. But after spending as much as we do for these cases we cant just keep buying them....we have to believe and respect that what we are purchasing actually does what we are being promised.

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. I am very sorry to hear about the damaged to your device, I understand this can be a frustrating situation. Our cases are designed to add increased protection for the device they house, while they do an excellent job of adding protection we are not able to guarantee your device will go unharmed in every situation. The warranty we offer covers the original product that purchased. However in this particular situation I may able to make an exception. Before we can proceed I do need to get some additional information from you. I have emailed you the information that we will need to proceed. Please feel free to reply at your earliest convenience.

Peter  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to say yes to question about health issue, because I am mad. Ibought and paid for this product. It is not in good working order. Screen is completely damaged. I am going to be out of town for next few days, and, wanted to use my Christmas gift while I was gone. Many friends said this was the best screen/device protector to purchase. Unfortunately Otterbox website needs a picture of the damage to confirm. I have tried to take a photo of damage, but it doesn't work. The scratch does not photograph well.

Desired Settlement: Would like replacement of damaged part. Hard case, top side only. I will be happy to send back damaged part, will not pay for return S and H.

Business Response: Hi *****, 

I am sorry to hear that your order was received damaged. We do our best to insure items are not damaged on the way to you, but alas damages do happen occasionally. I understand this is frustrating when you want to use the new case right away. The good news is you can submit the information necessary for the replacement and continue to use the case that you currently have.  All that we require is a photo showing the damage to the item including your name and today's date, after this is received we will ship the appropriate replacement part(s) to you free of charge. We find that this is the fastest and easiest way to resolve these issues. I do see that you contacted us by phone about this matter so I have re-sent the photo request to the email address that you provided us with. Please let me know if you have any additional questions.

Peter 

Consumer Response: Better Business Bureau:

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

Thank you, this was resolved. *****

 
 
lpoos@cox.net
1:20 PM (1 hour ago)
to disputes
 
 
 
 
Thank you, this was resolved. *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have purchased 4 otterbox cases over the past year, 2 of these directly from the otterbox website. I am having a problem with the case for my ipad mini that was purchase this past feb. The outer shell is pealing away from the inner shell and the integrated screen protector in the hard plastic shell has some scratches and the clips that hold the hard part of the case together have broken. I have already supplied the required pictures via the online site and in the response to the email.

Desired Settlement: I just want a replacement sent.

Business Response: Hi ******, 

Thank you for contacting us and thank you for your continued support. I reviewed the warranty claim that you submitted and everything looks good to go we just need to get photos that included your name and date as requested on the online warranty form. I have resent an email with instructions on how to take the photos and a link to upload the photos to. You can reply to this at your earliest convenience and we will get your warranty claim processed! Please let us know if there is anything else that we can assist you with. 

*****


Consumer Response: Complaint: *******

I am rejecting this response because: These pictures have been sent the replacement was never mailed

Regards,

****** *****

Business Response: Hi ******, 

Thank you for your response. I see that you uploaded the correct photos after I resent the request. An order has already been placed for the appropriate replacement parts. As soon as the order is shipped from our distribution center we will email you the tracking information. Please let us know if you have any additional questions. 

*****

Business Response: Hi ******, 

Your package is currently on the way to you. The tracking number for your order is: **********************. You can use this on FedEx.com/tracking to keep an eye on the package. Please let me know if you have any additional questions.  

*****

Consumer Response: Complaint: *******

I am rejecting this response because: TRACKING INFO: NOT FOUND.

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 2nd I Ordered an Otterbox Defender color black for a Christmas gift. When I received my order the slipcover was not included in the shipment. I called Otterbox on December 11th and they said they would ship the slipcover that day with overnight shipping so I would receive the Otterbox Defender on December 12th. On December 20th I received an email that the slipcover was shipped and I received it on Saturday December 28th.

Desired Settlement: I would like my money refunded or another Otterbox Defender color black for the iphone 5s. I am open to negotiations with Otterbox to settle this dispute.

Business Response: Hi ****, 

I am sorry to hear that your order was not complete when you received it initially and that the remaining part arrived after the holiday. I understand it is very frustrating to order a gift with plenty of time before it is needed only to have it arrive late. Because of the unique circumstances and our missed opportunity to get the product to you on time I would be happy to send you a Defender series case for your iPhone 5S. Please let me know if I can ship the case to the address that we have on file. Thank you for your patience and support!

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. *****, yes you may ship the iphone 5s defender series case in all black to the address you have on file.

Regards,

****

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an OtterBox in July to protect my brand new iPhone 5 (also purchased the same day). Here I am less than 6 months into having my iPhone 5 and the OtterBox and what do I have? A pretty OtterBox and a broken iPhone 5 that was supposed to be protected by it. The OtterBox claims to be life proof, shatterproof, dustproof and waterproof but it doesn't even live up to it's own standards. I spent $625.00 for my iPhone and $60.00 for the OtterBox and now I don't have a phone due to my reliance on the OtterBox's well put together faade about the toughness of their cases. I want my phone replaced. ASAP. I cant afford to put more money out to buy another iPhone and I shouldn't have to since I didn't claim to have a life proof case.

Desired Settlement: I would like a replacement of my iPhone 5 that these OtterBox cases were supposed to protect. I have always had my phone in the OtterBox since July when I had spent $685.00. This morning on 5 Dec 13, the phone screen had split inside of the OtterBox without falling from a significantly high distance from the ground, which proves that your cases are NOT life proof as claimed. I am only 5'4 and the phone (inside OtterBox) fell less than 3 ft and the phone broke rendering it unusable.

Business Response: *****,
Thank you so much for reaching out to us. I am so sorry that your device was damaged. We take this kind of thing very seriously, and take every possible measure to test for and prevent these situations if at all possible. Our cases are designed to provide added protection, and often can prevent damage to a device. Our warranty covers any damage or defects in the case, so if your case is damaged in any way or you think it may be defective, please let us know and we would be happy to help with a warranty replacement. While we cannot provide a refund or reimbursement for the device, as we do not manufacture or sell this item, we may be able to make an exception and refund the original purchase price of the case, which you could use towards repairing or replacing your device. In order to execute a refund for your case we would need a copy of the invoice or receipt (purchase must have been made within 1 year). The receipt needs to show the items purchased, prices for items, totals, your information and retailer information. Please let me know if you would be interested in receiving either a replacement case, or a refund for the original purchase price of your case. Again, thank you for contacting us, and please let us know if there is anything else we can do to help.

Thanks,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 19, 2013 I purchased a Otter box case for my daughter, this was a gift for Christmas that was to be given at time she got her new I Phone 5C. On Christmas Day when the case was open we found the phones screen protector was missing. I contacted Otter box on 12/26/2013 and explained the concern, the Otter box representative stated to me that this was store concern and that I needed to go back to the store (Best Buy) where I purchased the case. I returned to retail store and was instructed this was an Otter box issue, I then called Otter box and explained to the representative what the retail store had told me. The Otter box representative stated to me that there was nothing they could do and that I should have purchased the case directly from them.

Desired Settlement: I expect a replacement screen protector or case for my daughters phone. It is very obvious that Otter box failed to package all of the parts to this case during their packaging process.

Business Response: Hello ******, 

Thank you for contacting us regarding this matter. I looked over the notes from when you contacted us by phone regarding the screen saver. You had indicated that the item was purchased from *******. Products sold by ******* undergo aftermarket modifications which voids the OtterBox warranty. During the process items are removed from the package modified and repackaged. Because of this we are not able to guarantee what is included in the packaging you receive. I have made an exception and ordered 2 screen savers for the iPhone 5C Commuter case. You will receive an email confirmation shortly and a second email with the tracking information once they are shipped. I have also included a link to a video showing the installation process. Please understand that if the product was in fact purchased from ******* we are not going to be able to offer any additional warranty assistance going forward. Please let me know if you have any additional questions.   


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


*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/20/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 otter box cases for galaxy 3 after few month both cases became streched out and loose.open a claim with otter box twice no response from customer service. Few moths a go I finally called their customer service rep spoke to ****** a very nice lady there. she confirmed that they've been having some issues with those cases and also (iphone4)case.She took my info over the phone and send and e mail with a link where i should a attach pictures again with deffective cases. witch I did and still no answer.first case open jul 3 incident # *******second case aug 16 *******third nov 6 *******

Desired Settlement: or refund

Business Response: ******,
Thank you for contacting us. I am so sorry you have had trouble receiving your warranty replacement. Normally we respond to emails and photos within 48 hours and I apologize this was not your experience. I believe the reason we were waiting to send out your replacement is that we requested a new (clearer) photo of the vendor codes inside your cases, I apologize if you did not receive this email. I did check into your claim, and because I want to make sure you get taken care of right away I will place your order for the replacement silicones you requested. You should receive an email notification and tracking information for this order in the next 2-3 business days. Please let me know if you have any further questions, if anything looks incorrect on your order or if there is anything else I can do to help. Again, I apologize for the inconvenience, and we appreciate you bringing this to our attention so that we can do our best to make sure it does not happen in the future.

Thanks,
*******

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


still waiting for tracking number. 12/02/13

Regards,

****** ****

Business Response: ******,
I apologize for the delay, I did order your replacements and your package has been assigned a tracking number. Currently there is no tracking information available for this package, as it has just been handed over to FedEx. There should be tracking information for this package in the next 12-24 hours when it reaches its first checkpoints available here: https://www.fedex.com/fedextrack/index.html?tracknumbers=************&cntry_code=us . Your FedEx tracking number is: ************ for reference. Please let me know if there is anything else I can do to help!

Thanks,
*******

Consumer Response: Complaint: *******

I am rejecting this response because: we only received silicone covers without shields. Existing cases are broken and no longer fits.  i was under the impression that all the pieces are gonna be replaced.Since it was purchased as a set.

Regards,

****** **** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: i purchased a otterbox for a iphone 4 in december of last year i have had to have it replaced 5 times.. it is broken again and i sent the same pictures with the same camera and they refused to take it said the pictures werent what they wanted the case is broken and if i take it apart i dont have a caase to put my phone in.i am so tired of them sending me faulty cases that dont last for a month..

Desired Settlement: i would like to have a different case that maybe will actually work

Business Response: *****,
Thank you for contacting us. I am very sorry you have had trouble with the case, and are frustrated with the warranty process. This is certainly not our intention, and we are always happy to provide as many warranty replacements as you may need. We do ask for photos of the case for each replacement, as we need to document the need for replacement and damage to the case. This takes the place of sending the case physically back, as it is usually much faster and easier for our customers to send photos instead. For cases with specialty patterns, we simply ask for one additional photo of the back of the case so the we can verify which type of pattern is on the back, and match your replacement appropriately. I did review your photos, and I was unable to identify any damage from the photos we received. If you could please provide a photo that shows the issue you are having with the case, we would be more than happy to send out a new replacement case for you. Again, I apologize for any inconvenience, and if there is anything I can do to make this process smoother for you, I'd be happy to do so! You are also welcome to send the photos to me directly at *************************** to bypass our photo upload system. If you do send the photos to me directly, I would greatly appreciate it if you include "Incident# 6974459" in the subject line so I can get you taken care of right away.

Thanks,
*******

Consumer Response: Complaint: *******

I am rejecting this response because:i have already sent pictures of the case 3 different times and they said they werent clear enough to see them so whats the point in sending them again..


Regards,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for an OtterBox that was like 37.99 on Saturday on the following Sunday which was not even cyber Monday it was reduced to 20% off so I emailed the company and ask them to credit me the 20% otherwise I would just return the entire item and purchase it on the Sunday that is 20% off they said they cannot issue any credits and they refuse didn't get back to me until today which is Tuesday and the se is over. This is very poor customer service

Desired Settlement: 20percent different price credited to my card used to purchase item

Business Response: Hi *******, 

Thank you for contacting us. We are running special promotions through out the holiday season on otterbox.com. These specials are only valid for a limited time and only apply to orders that are placed during the promotion. Because your order was not placed during the promotion we are not able to extend the promotional offer to you. I apologize for any inconvenience. I would encourage you to keep an eye on otterbox.com for more promotions through the end of the year. Please let me know if you have any additional questions. 

Consumer Response: Complaint: *******

I am rejecting this response because:
Then please send a return label for this item so I can return it for a full refund I will no longer do business with your company thank you









 return label to have this item return.  I will no longer do any kind of business with 

Regards,

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

Business Response: Hi *******, 

I have issued an RMA so that the order can be returned for a refund. You will receive an email shortly with a shipping label and the return information. Please let me know if you have any additional questions regarding the return process. Thank you for your patience. 

-*****

Consumer Response: Complaint: *******

I am rejecting this response because:
I want the difference in price of the sale price the next day 
i do  not want to return the item 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The case is not waterproof as advertised. I used the case and ruined an iphone 5 when water leaked into the case.

Desired Settlement: I want the damaged iphone 5 replaced.

Business Response: *******,
Thank you so much for reaching out to us. I am very sorry to hear your device was damaged. Our cases normally do a really great job protecting devices, and I apologize you did not have a good experience. We do highly recommend water testing and inspecting your case, as well as making sure the case is properly closed and all ports are sealed before each use, to prevent this type of event from happening. While our warranty does not extend to the device itself, we are always happy to replace a case if it is defective, or has become damaged in some way. I do see we have placed a warranty order for a component of the Armor Series case for you, which we hope will alleviate the problem in your case, but if not, we are of course willing to send a full replacement case out to you.

I understand that this is a frustrating situation, and I would like to do everything I can to help. If you did purchase this case within a year, and could provide us a copy of the invoice (or order number if it was purchased directly through www.otterbox.com) I will do my best to help you obtain a refund of the original purchase price of the case. This is not something we normally offer, especially if the case was not purchased directly through our website, but we really want to do everything we can to help improve the situation. If you would like to proceed with a refund on your case, please let us know, so that we can get the process started for you. Please let us know if you have any questions at all regarding our warranty, or if there is anything we can do to make this process easier for you.

Thanks,
*******

Consumer Response: Complaint: *******

I am rejecting this response because the case is not waterproof as claimed.  The defective case damaged my phone and it will cost $900 to replace my phone.  They should be responsible for the full amount.

Regards,

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

Business Response: *******, I understand this is a frustrating situation, and it is also something we hear of happening very rarely. We highly recommend water testing your case (without the device inside) prior to your initial use, as well as inspection and water testing periodically (especially if you suspect the case to be defective or damaged in any way). We are always happy to provide warranty replacements for any product found to be defective, or not passing the water test. The case is only waterproof while all the ports are securely shut, and the case is installed correctly. I am very sorry your device was damaged, and it is extremely difficult to determine what exactly happened, although various factors like the case not being completely closed, or forgetting to completely close a port, submerging the case past the suggested depth or for longer than the suggested time could contribute to a situation like this as well.  We do provide instructions on inspecting, installing and testing the case here: http://www.otterbox.com/armor-instructions/armor-instructions,default,pg.html. While our cases can often prevent damage to a device, our warranty does not cover the device itself. We are happy to provide a replacement case, or again, as long as the case was purchased within a year and you can provide a copy of the receipt or invoice we can make an exception and refund the original purchase price of your case, which you could put towards whatever you like. Please let me know if there are any specific questions I can address, or if there is anything I can do to help. If you have any questions about our warranty, I would encourage you to visit: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html for additional information.

Thanks,
*******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to warantee my otter box phone case due to the fact that it is broken. They asked me to submit photos oh the case which i gladly did. I purchased the case at a sprint store which is an authorized otterbox dealer and they refuse to honor my warantee claim after they said they would on the phone the first time. When i called to inquire about the email response they sent me after i submitted the photos they told me that the case was not a real otter box case. I paid 60$ for a case that had a "lifetime" warantee and now 2 years later they tell me the case is fake when i bought it at a authorized otterbox dealer. Im not asking for anything extravagant only for them to honor what i was told when i purchased it and again when i called to inquire the first time.

Desired Settlement: I just want them to honor what i was told at the time of purchase and again on the phone. i will even send them the old case to validate that my case is indeed and otter box.

Business Response: *****, I am very sorry you have had so much trouble with the warranty process. The differences between counterfeit products and legitimate OtterBox products can be extremely subtle in photos. We appreciate you sending in the photos as requested, but if you would be able to send one very clear photo of the vendor code on your case (the 4 digit number stamped on the inside of the silicone) I would be happy to further explore our options and have brand protection take a second look at your case. I will send you an email directly, so that you can send the requested vendor code photo to me, and I will do my best to get this taken care of for you as quickly and easily as possible! Please let me know if you have any questions I can help with.

Thanks,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello,Im writing in regards to an otterbox defender case that I purchased from ******. The case is an original otterbox case and a verified product from otterbox. My iphone 4 broke and the glass shattered while inside the otterbox defender case and I had to purchase a new phone. I contacted otterbox recently regarding the matter and they only want to refund me the price of the otterbox case of $22 as opposed to refunding me the price of the iphone 4 that broke of $600 and worse the new iphone I had to purchase. I have proof of all the receipts matching the date of purchase of the otterbox defender and the date of purchase of the new phone.

Desired Settlement: I would like for this matter to be resolved by a full refund of the amount of $600 for the iphone 4 that broke inside the otterbox defender. This does not include the price of purchase for a new phone. Receipts will be provided when requested.

Business Response:
******,

Thank you so much so much for contacting us. I am very sorry to hear about the
damage to your device. Our cases are designed to provide added protection, and
to prevent damage to a device wherever possible. We take these situations very
seriously, and I assure you our cases are tested very rigorously to reduce
the likelihood of a device being damaged. Normally our cases do a great
job providing protection, but there are circumstances outside of our control,
and we just cannot guarantee that our cases can always compensate for
accidents. While our warranty does not extend to the device
itself, if the case was damaged or you feel it was defective we are more
than happy to provide a replacement case under warranty.


Normally we are only able to provide a refund for cases that were purchased
directly from www.otterbox.com within
the 30 day return window, but I'd be happy to make an exception to offer a
refund for the original purchase price of your case. To do this the case must
have been purchased within a year, and you must provide an itemized receipt for
the item including totals and descriptions. I apologize if there was any
confusion regarding our warranty or return policy, and if would like to read
more about our policy please visit our warranty page: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html
 or our returns page: https://www.otterbox.com/returns/returns,default,pg.html
for more information. Please let me know if there is anything I can do to help,
or if you have any further questions.


Thanks,
*******

Consumer Response: Complaint: *******

I am rejecting this response because: I was already offered an otterbox case replacement but this does not take away the fact that my phone broke inside the otterbox case and that I had to pay for a new phone. I still wish to receive a full refund for my phone purchase. Please let me know where I can send receipts to justify these.

Regards,

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

Business Response: ******,

I completely understand that this is a very frustrating situation, and again I am so sorry your device was damaged. Our cases provide added protection and can often prevent damage to a device, however our warranty does not cover the device itself. We are still happy to provide a replacement case under warranty, and even to make an exception and refund the original purchase price of your case if you purchased it within a year and could send a copy of the receipt. You would of course then be free to use the refund towards repairing/replacing the device, or however you wish. I am sorry you have had such a frustrating experience, and I am happy to help any way that I can. If you'd like to obtain a refund for the original purchase price of your case or receive a replacement case, you are welcome to send me an email directly with the attached invoice showing the item, line prices totals, date purchased and retailer information. Please send this to me at: **************************** and if possible include "*** *********" in the subject line of your email. Please let me know the best way for me to help, or if there are any questions I can address.

Thanks,
*******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: (IPHONE 4)I have been having trouble with Otter-box cases since day one. In good faith OB has always replaced them for me. But every time I get them replaced the same issue occurs, the silicone on the Defender and Commuter always becomes loose. My screen has been scratched by the cases before. Recently back 1-2mths ago I submitted for a case replacement and received ONE case instead of my defender. 2 months later I am just now getting it. and it doing the exact same thing, the silicone doesn't stay on. I have pieces of cases here from OB and wondering why I am only being sent them,I'm tired of getting crappy case. I wanna get something better that's gonna last on my phone and wont have to worry about like the better ones that people don't need to get replaced.Also, I like how you CSR lie to customers. Saying they will email customers back and don't

Desired Settlement: Defender ION for iphone 4/4S, or Armor case. In eturn for all The Bad cases I curently own

Business Response:

******,

I am very sorry to hear you are disappointed with the products you have received under
warranty. Our goal is to make the process as simple as possible, and to provide
the best customer service and products we can. I apologize if you did not
receive an email response from us about your warranty claim. We always aim to
respond to emails within 48 hours, and I apologize if this was not your
experience!  We are always working to improve our products and are always
happy to provide a replacement under warranty if your case is damaged or not
working correctly, even if this means replacing an item multiple times from
wear and tear.

We do always replace only the component or components that are damaged, rather
than the entire case in every claim. If you do need a warranty replacement
again I would be happy to help you receive the correct replacement components.
Our warranty is designed to replace the exact same case or cases you originally
purchased, so while I cannot send out different types of cases than your
originals, I am happy to help you obtain your replacement components. Please
let me know if there is anything else I can do to help.

Thanks,

*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: No warranty of product promised by OEM.

Desired Settlement: Replacement of $50.00 Otter Defender iPhone 4s case due to damage.

Business Response: *******,
Thank you so much for contacting us. I apologize for any confusion regarding your warranty replacement. It does look like we have ordered your replacement case (order number **********), and it has been handed over to ***** for delivery in the next 1-2 weeks. As it was handed over to ***** this morning, there is little tracking information just yet. There should be more updated tracking information about your package in the next 12-24 hours. Just in case you did not receive it via email, here is a link to your ***** tracking information: ******************************************************************************************* . Please let me know if you have any questions, or if there are any concerns I can address!

Thanks,
*******

Consumer Response: 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.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Defender Otter box for my Iphone 4 and the belt clip broke, Bought a new one and filed a warranty claim with otterbox, Sent photos as per their request twice, emailed them twice and keep getting the email message that they did not receive the photos. All I wanted is the belt clip replaced after only having it for 4 months. Very poor warranty process.

Desired Settlement: New Belt Clip!

Business Response: *****,
Thank you so much for contacting us. I am so sorry you have had such a hard time with our warranty policy. We always do our best to be clear and concise in what we need from our customers, and we try to make the process as simple as possible. I reviewed your claim, and I apologize if we were not clear when we asked for specific photos of your holster. I wanted to make sure we got you taken care of right away, so I have already placed the order for your holster, with expedited shipping. You should receive an email confirmation in the next 1-3 business days as well as a tracking number from FedEx. If anything does not look correct on your confirmation email, or if you have any questions, please let me know and I will be happy to help. Again, I apologize for any delay you experienced. We appreciate your feedback and will use it to improve our process in the future.

Thanks,
*******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order a few months ago for an armor case green for my iphone 5. it came damaged. I called to return it , and explained that the card I used is now closed and money cant go back to it. they told me that they would gladly mail me a paper check. for the $128.54 , then I call a couple months later and waste hours on the phone and was told I need to return it with the label sent to my email, I did that, and have not got my refund, also I ordered a case $47.54 for 5s otterbox it came damaged and not in the original retail packaging , like a warranty, I have 2 contact Robert hyebrics and david Elliot, Robert never answered my emails, and david suddenly didn't reply. I have spent so many hours on this and it is getting agervating.

Desired Settlement: refund check for the armor iphone 5 green $129 , and 5s otterbox black $48 . and for all of my aggervation a new in retail box otterbox 5s black.

Business Response: *******,
Thank you very much for reaching out to us. I apologize that you received damaged items in your orders. Normally we would never send out a damaged item or an item with damaged packaging, and I am so sorry you have experienced this. We would be happy to refund your original order(s) via check through the return process. I looked into it and according to our records we have not received or processed the items from your return. The tracking numbers associated with the shipping labels we provided do not show any activity. If you have different tracking number(s) than those associated with the shipping labels we provided to send the package(s) back I would be more than happy to further investigate this for you. We would need to receive both the original order items as well as the warranty replacements you requested for in order to complete your refund(s). Again, I am very sorry for any confusion or inconvenience that came as a result of this process. I look forward to helping you get this resolved, please let me know if there is anything you have questions about or that I can do to help.

Thanks,
*******

Consumer Response: Complaint: *******

I am rejecting this response because: Please provide me an email I can contact you at. I used this email to return the armor case 

Return Number: **********
Incident Number: *******
Type: Return
We've Got Technology Covered OTTERBOX | CUSTOMER SERVICE - 855.688.7269

*******
Thank you for contacting us. We hope to address your needs quickly and easily.

Based on your request, our customer service department has initiated a return merchandise authorization (RMA). Below you will find a link to FedEx that will direct you to a pre-paid shipping label, — required for your return. Simply print the shipping label, attach to the outside of the box used for shipping, and drop at your local USPS location, schedule a free pick up at USPS.com or leave it in your mail box. The shipping label will include your RMA and incident numbers allowing our otters to easily reference your information!

Once we receive your package please allow up to 15 business days to process your return. Once processed, the account used to make the original purchase will receive a credit and an e-mail confirmation will be sent. Please be aware a $5 charge for shipping cost will be deducted from the refund total.

Here's the link to your FedEx Shipping Label:
https://www.fedex.com/OnlineLabel/login.do?labelUserCdDesc=*******Tho&labelPasswordDesc=I44f6be6cr

If you have any questions, please call (855.688.7269) or contact customer service and provide them with incident number *******.

Sincerely,

And for the defender for the 5s i refused the package.
Regards,

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

Business Response:

Hi *******, to return the warranty items you may send them to me directly.

OtterBox CS
ATTN ******* ******* (BBB# *******)
*** * ******* ******
Fort Collins, CO 80521


When I search the tracking numbers associated with the shipping labels we provided for you to return the items, there is no activity. Here are the tracking numbers I see associated with the returns:
*********17821618500 , ********************. Is there any chance you sent them back using any other tracking number, or shipping method? If you have tracking number(s) for the returns showing we did receive them, I would be happy to get these refunded for you. I highly recommend obtaining a tracking number for reference if you choose to send the other items back to me directly, as if there is any confusion regarding if/when we receive the items this is our only other way to verify. I will also send this information via email to you directly so that you can contact me directly if you would prefer at ****************************.

Again, I am sorry you have had trouble with your return process and I look forward to helping you get this taken care of. Please let me know if you have any other questions, or if there is any other way I can help facilitate this process.

Thanks,
*******

Business Response: *******, 

 
Thank you for letting us know. Please follow up accordingly after you have received the refund checks. 
 
-*****

Consumer Response: Complaint: *******

I am rejecting this response because:
You guys are now lying and refuse to send the checks even though that was agreed on in writing. The accounts were closed due to fraud. I spoke to a lawyer and if you choose not to send the checks I will sue you guys since you agreed to send the checks in writing. I have silent days on it and I am getting sick of it. Either send the checks as agreed on or go to court. Choose.
Regards,

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

Business Response: Hello *******, 

 
For security reasons we must issue the refund to the credit card the orders were purchased with. If the cards have been replaced due to fraud that is not a problem the credit will still be applied to your account. If the credit card accounts have been closed completely the refund will be rejected. At this point we can explore the option of issuing the refund in the form of a check. Please follow up with your credit card company to see if the refunds have been applied to your account. I apologize for any inconvenience. Please let me know if you have any additional questions.  
 
*****

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,the refund has not been received 

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

I called my card company. I need my check you guys told me u would send me a check and it is your problem stop being rude and unprofessional .

Business Response: Hi *******, 

I double checked with our accounting department and the refunds were accepted by the card company. I have sent you an email with the confirmations. Please let me know if you have any additional questions. 

*****

Consumer Response: Complaint: *******

I am rejecting this response because:
i am tired of dealing with you guys, you guys are rude and disrespoectful, and all you do is argue wit the customer
i have stated several times that i have not got the reufnds and i have called my card companys and i dont get why you cant speak english
I HAVE NOT GOT MY MONEY BACK AND I told you guys i wanted a check adn you guys sent me confiration emails stating you would mail me a check so youg usy are lying
i will not continue to waste my time with you, i can see u dont want to reoslve this because you refuse to mail me my check instead you kust argue reduntly
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an Otterbox Defender Series case for my Samsung Galaxy S4 phone. Phone was purchased on 29-JUN-2013 from a local Verizon Wirless store and case was purchased on 30-JUN-2013 from **********. The Otterbox website states that the Defender Series provides "Robust, 3-layer protection withstands drops, bumps and shocks". However, on Saturday, September 28th, I dropped my phone (in the case) onto a ceramic tile floor from a height of about 2.5 feet. I was attempting to put the phone into the pocket of my shorts, but missed. I picked up the phone and inspected it for damage and found that the exterior of the phone was indeed undamaged (case and glass screen were unharmed), however the LCD screen inside the phone had been damaged and now the screen is unreadable.I contacted Otterbox Customer Service later that day and was informed that the best they could do for me was file a warranty claim for the case and they would send me a new case for my damaged phone.

Desired Settlement: Rather than receive another case which may or may not protect my already damaged phone, i would like a replacement for my phone that was supposed to be protected to withstand "drops, bumps and shocks" according to the products website. I don't believe I was involved in any out of the ordinary circumstances that would render their advertising protection against "drops, bumps and shocks" unreasonable (i.e., I wasn't throwing my phone into a barrier just to see if it would break)

Business Response:

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

Thank you very much for reaching out to us. I am so sorry to hear your device was damaged. Our cases are designed to provide added protection to a device, and to prevent damage to a device if at all possible. While our cases normally do a great job protecting devices, we cannot promise that under every circumstance the case can always compensate for accidents. There are just too many variables for us to be able to guarantee that. We can promise to replace the case if it is ever damaged or you believe it to be defective, which is what our warranty is designed to do. In very rare circumstances we can also offer a refund on the original purchase price of your case (as long as it was purchased within a year, and you can provide a copy of the receipt). If you'd like to go this route, I'd be happy to make an exception and help you obtain a refund for your case. You would be welcome to put this towards replacing or repairing your device, or however you choose. Again I am very sorry you have had this experience, and am happy to help in any way that I can. Please let me know if you would like more information about obtaining either a replacement or a refund for your case, or if there is anything else I can do to help.

Thanks,
*******

Consumer Response: Complaint: *******

I am rejecting this response because: your product web page clearly states that it protects against drops. As stated before, my phone was dropped from a height of ~3 feet. I believe it's a reasonable expectation to trust that your product would protect it from such a drop, yet it didn't.  Maybe you need to update your product information to state that it protects from MOST drops AND clearly state that you make no guarantee that the phone will be protected and that the consumer assumes all risk.

Regards,

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

Business Response: ***********,
I can understand where you are coming from, and that this is a frustrating situation. I will certainly pass your feedback along regarding the phrasing of our product information, as this is something that is very important to us. I apologize that our warranty policy did not come across clearly to you, and that you feel the information you received was inaccurate. That is certainly not our intention, and we try to be as clear as possible in setting expectations as far as what our warranty covers, and the protection our cases offer. Our cases do provide added protection and can often prevent damage to a device, but we just cannot cover or guarantee a device or product that we do not manufacture. If you would like to read more about our warranty you may do so here: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html .

While we cannot provide a refund for or cover the cost of your device we are still more than willing to help to the best of our ability. Normally we can only provide refunds for cases purchased directly from www.otterbox.com within the last 30 days. I would be happy to make an exception and work with you to help you obtain a refund for the original purchase price of your case. All we would need to do this is a copy of your receipt. The receipt needs to show the purchase being made within  the last year, your name, retail information, and itemized lines. If you could provide this, we could send out a check for the original purchase price of your case to use towards replacing or repairing your device. I am sorry you had a poor experience with our product, and we would still be happy to offer a replacement under warranty if you change your mind. Please let me know if there is anything else I can help with.

Thank you,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Will not refund or send a new OtterBox

Desired Settlement: I purchased an OtterBox from the company about 3 months ago. It broke so I proceeded to return the product. The company asked me to send in pictures of the broken case so I did. After a few days they finally responded saying my product isn't from them, that it is a counterfeit. Seeing that I bought it from THEIR website, with THEIR price on it, it's probably theirs, unless they sell counterfeits too. I have no order receipts because I erase my emails daily. I would like a full refund.

Business Response:

****,
Thank you so much for reaching out to us. I am very sorry to hear that you have had a frustrating time going through our warranty process. I am more than happy to further look into this for you, and to see if there is anything else we can offer, or do to help.

I would be happy to make an exception and send a replacement case based on the fact that you purchased it directly from OtterBox as long as we can locate a record of your order.
I did search our system for your name and address, but did not find a record of your order based on that information. Is there a possibility the case was purchased under a different name, or different contact information (ie email address) than yours?  Please let me know, and I will do my best to locate your order. On the warranty claim we have notes that the case was purchased in May of this year, if that is not correct please let me know, as it may change how I am able to locate your order. If there is not a record of your order, we could offer a discount on the purchase of a new case, to make replacing yours a little easier.

Again, I am sorry for the confusion and for any frustration that this may have caused. We do have a very highly trained team who verifies cases as legitimate or counterfeit, as the signs can be extremely subtle. We really appreciate your cooperation in this matter, and I look forward to helping you resolve this issue as quickly and easily as possible. Please let me know if you have any questions I may be able to address, or if there is anything else I can do to help.

Thanks,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Iphone 5 on September 21st, 2012 and purchased a Black Otterbox Defender case to protect my investment. The case was placed on the phone as soon as it was taken out of the box for the first time, even before it was turned on for the first time. Otterbox advertises their product as "The high-impact polycarbonate shell completely covers the iPhone 5 while an integrated screen protector guards against scratches and dust intrusion." The case has been on my phone since day one. Upon removal of the case I noticed many scratches on the glass screen where the Otterbox case was in direct contact with the screen. The scratches are located above and below the touch portion. Upon further inpection I noticed a lot of paint chips/scratches. Otterbox would not offer to assist me with my damaged device because they do not warranty other companies products. I was offered a refund on the case but was denied because I could not produce a receipt for something I purchased over a year ago. I offered to send pictures of the case and my phone without any resoulution.

Desired Settlement: I would like for Otterbox to take the pictures of my device into consideration. I would also like for my damaged device to repaired or replaced and a refund for the amount I paid for the Otterbox Defender case.

Business Response:

Dear *******,
Thank you so much for reaching out to us. I am very sorry to hear you have had a bad experience with our case. Our cases are designed to prevent damage to a device if at all possible, but unfortunately we cannot control every circumstance, or promise that in every situation our case can prevent damage to a device. We are happy to provide a replacement case under warranty if you feel yours is damaged or defective, but our warranty does not extend to the device itself. Normally we are not able to refund a case unless it was purchased directly from www.otterbox.com within 30 days. In very rare situations we can accommodate refunds for products purchased from other retailers, but we do need a copy of the receipt in order to make exceptions like this. The receipt must include the store/retail information, itemized lines, totals and customer information. This is a requirement we really cannot work around, as it is something we must provide for tax purposes, and for our accounting records. I am really sorry for any inconvenience this may cause. Please let me know if there is anything else I can do to help, or if there are questions I can address.

If you would like to read more about our warranty or return policy feel free to visit the pages listed below on our website.

Warranty Page: https://www.otterbox.com/warranty-full/warranty-full,default,pg.htmlhttps://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Returns Page: https://www.otterbox.com/returns/returns,default,pg.htmlhttps://www.otterbox.com/returns/returns,default,pg.html

Thanks,
*******

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otterbox defender case in May and it broke in August. It was still under warranty so I went on the website to find out what I needed to do. Instructions stated to send pictures of name and date on a piece of paper, picture of damaged product and receipt. I submitted a claim on 8-15-13. After not getting a reply or any information from the company, I Requested status on 8-26-13 was told I needed to send in something else. I sent it in and still to today I have yet to receive a replacement. The customer service rep told me it didn't look like a s3 on the picture and it did not line up, I paid over $50 and now my phone has a crack in the screen due to me not having a case on it. I feel otterbox falsely say they will replace their products but bever do.

Desired Settlement: Samsung galaxy s3 otterbox.

Business Response: *******,
I am so sorry to hear you have had a hard time obtaining your warranty replacement. There was a little confusion on our end as to which case you had, as the photos we received included a photo of two different types of silicone stacked together, rather than a full case with the plastic and silicone as we typically sell. I apologize if we did not communicate this clearly, we always try to be as thorough as possible to avoid sending out the wrong type of case or the wrong component. According to our records we did send out a replacement holster for the Samsung Galaxy S3 Defender Series case as you requested in order number: ********** (placed on September 19th, 2013). The tracking number for this package is: ****************************************, and according to FedEx's records it was delivered on September 28th, 2013: **************************************************************************************************************************************************************************************.

I am so sorry for any confusion regarding your order. If you did not receive your package, or if you did not receive the items you needed, please let me know, and I would be happy to look into it and help you get this sorted out. Again, I apologize for any trouble you have had with the warranty process. We really appreciate your feedback, and I look forward to helping you get this resolved as quickly and easily as possible.

Thanks,
*******

Consumer Response: Hello *******,  

I never requested just a holster.  I paid for a complete defender case and it states in black and white that it would be replaced if broken. That is what I want sent to my address or it is clearly false advertisement. 
Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/27/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otter Box Samsung Galaxy S4 Commuter series that is suppose to protect the phone. My phone was in the case when it fell and the screen cracked and LCD is nonfunctional. I called the company and all they offered is to refund the $40 for the case. "Sorry about your phone, but this sometimes happens." was the response of the customer service agent. This company is selling products that are being advertise to protect against "Bump/shock, dust/debris, scratches, includes screen protection and 2 layers of protection." I don't understand why they would have a warranty for the case and not the fact that their product is falsely advertise to protect the phone. Now I am stuck having to replace these items that will cost around $349.00 dollars almost half the price of a new phone. I am not happy with this answer. Why are you selling your product and it is nonfuctional.

Desired Settlement: I would like my phone replaced or my phone fixed by Otter Box company.

Business Response: Hi *****,


Thank you for contacting us. I am very sorry to hear about the damage to your device, I understand that this must be very frustrating. We design each of our cases to add increased protection for the device that they will house, nonetheless there are so many variables involved any time a device is dropped we cannot guarantee that the device will go undamaged in every situation. We offer a warranty against any material or manufacturing defects on all of the products that we manufacture. We would be happy to replace the case and or offer a refund for the purchase price of the case, we would just need a copy of the receipt. Because we do not manufacture your cell phone we are not able to cover it under our warranty. I am very sorry for any inconvenience that this situation may have caused you. Please let me know how you would like to proceed.   

-*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a rubberized cell phone protective case on 8/21/13 with a lifetime guaranty(Invoice # INV2574876),after 4 months the case stretched out so much it did not fit the phone anymore. After submitting a claim I received a replacement which lasted 6 months before doing the same thing. Since there is only a 1 time replacement, I am filling this claim to get my money back since the product did not even last a year.

Desired Settlement: Refund since I am out of warranty options.

Business Response:

Dear *****,
Thanks for reaching out to us. I am so sorry you have had trouble with your case.  We would be happy to replace your case under warranty, regardless of whether you have had it replaced before or not. I apologize if there was any confusion about this. All we typically require for a replacement are a few photos (we ask that you place a piece of paper with your name and today's date written on it next to the case in the photos) , we do this in order to gather information about how to make our products better, and it also serves as a quick and easy way to provide proof of ownership. We are not able to provide refunds for products that were not purchased directly from www.otterbox.com within 30 days, but I am happy to help you obtain a warranty replacement free of charge. Please let me know if you are interested in proceeding with the warranty replacement, and I will gladly help you through the process.

Thanks!
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint online with Otterbox twice over the past 3 months or so but never got a reponse. I bought a Samsung Galaxy S2 from ** ******** June 2012. At the same time I bought the Otterbox Commuter case as well as screen protectors. The case worked fine for a while. then the silicon inner sleeve started bulging at the near top on the right and left. The plastic outer portion of the case has cutouts to allow operating the buttons on the side of the phone. But the cutouts seem to be larger than needed. The silicone liner is bulging out at these areas and since it is not a durable material the silicone is tearing. The right side of the phone has only a small button for off/on use. The cutout in the plastic is much larger than is needed and leaves the phone vulnerable in this area. This is what happened to me. I take care of my things. This phone has been dropped a few times and the case has been great for that. I bought this case because it was claimed to protect the phone from minor drops. But one night, now about 50 days since passed, the phone feel from my night stand and hit the baseboard heater in the exact same area on the right side of the case that has a too large cutout. The phone sustained a cracked screen. I must say that I was rather upset because I thought I was buying the best case on the market. I do not misuse my phone but I think a case such as this should protect a phone from minor incidents sich as I have seen. Now, I have to fork out $150 to have the screen replaced myself. I also need to decide if I need to get a new case. As I said, I wrote some time back, TWICE, about the issue of this case but never got a response. I feel the Commuter case from Otterbox has a poor design that leaves the phone open to damage to the glass screen. I have looked at cheaper case that protect the glass edge totally around the perimeter. Otterbox really dropped the ball on this one.

Desired Settlement: Considering the poor design of the case which I purchased in good faith and the cost of repairing the phone, I feel I should be entitled to refund of the case from Otterbox as well as the $150 cost for replacing the glass screen.

Business Response: ***,
Thank you very much for reaching out to us. I am so sorry you did not receive a response from us in a timely manner. We always try to respond to online requests within 48 hours and I am really sorry that was not your experience the first time you tried to reach us. Our record does indicate that a representative attempted to reach you via email regarding our warranty, but I apologize if you did not receive it, or if it did not adequately address your concerns. Our cases are designed to prevent damage to a device if at all possible, unfortunately we cannot promise that in every situation our cases can always compensate for accidents and impacts. Our Commuter Series case is designed to be lower profile, and we do our best to allow for full functionality of all the device's features (like the camera/flash) while still providing the most protection possible. I will certainly pass your feedback along regarding the opening for the camera, as we constantly evaluate and try to improve our products.

We are more than happy to provide a replacement case free of charge, but we are unable to cover the cost of replacing or repairing a device. I am really sorry for any inconvenience this may cause. If you would like to receive a replacement case under warranty, all we would need are a few photos of the case (please place a piece of paper with your name and today's date written on it next to the case in the photos). Please let me know if you have any questions. I look forward to helping you resolve this as quickly and easily as possible.

Thanks,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The phone clip on my Otterbox for my Nokia Lumia 920 broke after only having it for a few months. I called the company, and they were very helpful (called on 8/17/13). They gave me an email address to send the information and asked me to take pictures of the damage and include that on the email. They said they would mail a new one out to my address after they received my email. I sent pictures and information just as the technician asked me to on 8/17/13 (sent in the afternoon).After a week and a half went by, I didn't hear anything from them, so I sent an email - 8/27/13. I received a response from them stating that they didn't have anymore otterboxes left that fit my phone and couldn't replace it. They suggested I purchase a new one or maybe check Amazon or Ebay since I could probably get it cheaper at one of those places. They refused to try and find one of these cases at a local retailer to replace it or even give me a refund. I am frustrated that this company doesn't stand behind their product. The worse part is that they were willing to replace it when I talked with the technician on the phone, but once they found out they didn't have any left in their facility, they didn't try and resolve it a different way.

Desired Settlement: The company claims they ran out of this type of otterbox and they are not willing to try and replace it because they have no cases that fit my phone, so I would like a refund.

Business Response: Hi ****, 


I apologize for any inconvenience this situation may have caused. We try to keep products in stock as long as possible but eventually they are discontinued and we deplete our stock. We still have the Commuter series case available for your device and would be happy to send that as a replacement, or if you still have the receipt for your purchase we can offer a refund for the cost of the case. Please let me know how you would like to proceed. Thank you for your patience and support. 

***** 

Consumer Response: Complaint: *******

I am rejecting this response because:

Thanks for the response regarding my cell phone case.  Please provide me with a refund for this case.  AT&T has the receipt for this product I purchased.  Did you want to get with them to obtain the receipt, or did you need me to do this?  Please let me know your thoughts.
 
The address to mail the check is: ***** ******** **** ****** ****** ** *****.
 
Thanks,
**** ******
Regards,

**** ******

Business Response: Hi ****, 


I sent an email directly to you with the necessary information to get the refund taken care of. As soon as I have this information I will submit the refund and update you. Please let me know if you have any additional questions. Thank you for your patience and support. 

*****

Consumer Response: Good morning.
 
This complaint has been resolved.  The company sent us a check to reimburse us for this expense since they did not have any other cases for our phone in stock.  We appreciate their quick response to this issue.
 
I wanted to respond online to this one, but was unable to for some reason.  I don't know if it's my computer or internet?  Could you post this on my complaint so others can see this was resolved.
 
Thanks so much!
Melissa 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I only had my Otterbox deffender for my Iphone 5 for only 4 days when i droped my phone in the Otterbox from about hand level when i was walking. The Otterbox is suposed to protect the phone from any sever damage. My screen broke and splintered inside the case. It caused my screen to stop working all together. I called Otterbox to see what they could do since there product was faulty. I talked to one of there represenitives on the phone and asked what they could do. They gave me the go arround saying that i needed to talk with my phone provider. I explained to her that we do not have insurance on the phone that is why i bought an Otterbox to help protect it. Then I asked if i sent the Otterbox back to them if they would refund me the money for the faulty product. They tried to get me to send it back to *******. I explained to her that ******* is not responsable for the faulty product and why do they have to take the loss. I also explained to them that i also lost the reciept and could not take it to *******.

Desired Settlement: Refund of one mentioned above Otterbox deffender series for the Iphone 5. I will return the Otterbox to the company for the refund.

Business Response: *****,
Thank you for reaching out to us. I am so sorry to hear that your device was damaged. Our cases are designed to prevent damage to a device if it all possible. Unfortunately there are some circumstances we cannot control, and we cannot promise that in every situation our case will be able to compensate for a drop or impact. We are always happy to replace your case under warranty, at no cost to you. Normally we can only refund cases that were purchased directly from www.otterbox.com within 30 days. I would be willing to make an exception in order to refund the original purchase price of your case, but we will need a copy of the receipt to do so. Sometimes retailers are able to re-print a copy of the receipt from their records. The receipt needs to include item lines (with prices for each line), totals, and store information. I am happy to help in any way I can, and look forward to resolving this with you.

Thank You,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought my defender case in 12/2011 directly from Otterbox. Recently the flap covering the charging port stopped closing. Customer service offered to send me a new "shell". I gave them all of their requested requirements (numbers from case, many various pictures, credit card statement) only to be told the case is not authentic. Therefore, someone at Otterbox sent me a counterfeit case, which is fraud.

Desired Settlement: Since Otterbox, by their own admission, sent me a counterfeit defender case originally, I would like a complete case replacement. I have proven I bought it from Otterbox directly.

Business Response: ******,
I am so sorry to hear you have had such a hard time obtaining your replacement. I did some research and was able to locate the order you mentioned earlier, and verified that you have purchased a Black Defender case from us in December 2011. I want to make sure your device is protected, so I would be happy to send out your replacement right away. I am so sorry for all the confusion, and that you were not taken care of right away. I am going to go ahead and place your order now. You should receive an email confirmation within the next few business days, as well as a FedEx tracking number. Again I apologize for any inconvenience. Please let me know if there is anything else I can do to help.

Consumer Response: 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.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: in January I purchased and otterbox defender case for my Samsung phone from a large online retailer. recently I have noticed there is stretching in the corners of the outer rubber case I contacted otterbox and was told they warranty the cases for one year so I opened a claim and sent in 4 pictures of the case. shortly after I got an email back telling me I am sorry the case is a fake and they wont honor my warranty, but they would be happy to offer me a discount to buy another. when I asked how they came to the conclusion it was a fake I was told they cant tell me. so is this how they get out of honoring their warranty? they can just say fake and be done. I have no proof to go back to the original merchant with to even get a refund or replacement.

Desired Settlement: I would like them to either provide proof of how it is fake or honor the warranty and replace my case.

Business Response: Hi *******, 


I am sorry to hear about the difficulty that you have had gaining more information on this. Our warranty covers the products that are manufactured by OtterBox, the case that you have was not manufactured by OtterBox so we are not able to warranty it. I understand that the item bears our logo, however each of cases is manufactured in a specific manner that identifies it as a genuine OtterBox product. Your case does not have the indicators that it should. I apologize that I cannot tell you more specifically what these indicators are. This is information that we do not share. Consider the formulas for the ink and paper used in US currency, it is kept secret to prevent more accurate counterfeiting. We have to do the same to prevent more accurate counterfeiting of our products. I would be happy to write an email to retailer regarding the purchase to inform them that the item that was sold to you is not a Genuine OtterBox product. As we offered before we would be willing to give you a discount on a product purchased directly from Otterbox.com. I apologize for any inconvenience this situation may have caused you. Please let me know if you have any additional questions. 

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because:
It is to easy to say it has indicators and be done, I am not asking for every indicator as u put it but I need something solid so I can go back to where I got it for a refund. And to me its a little fishy to be told in one breath your case is fake but we can sell u another at a discount. And please dont compare ur cases to US currency. Because if i had a counterfit bill i would know why it was counterfit because they do infact have no problems telling or showing people what a fake looks like and how to spot one u on the other hand have told me nothing. 
Regards,

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

Business Response: *******, 

As you may know, OtterBox is an incredibly popular company around the world, which means we are a target for counterfeit products.  We have developed a very skilled Brand Protection team that works with investigators, litigators and federal agencies across the world in order to protect our Intellectual Property. Due to the volume of counterfeits we are seeing we are not able to stop all of them from entering the market and being sold.  In order to stay one step ahead of counterfeiters, we must vigorously protect our proprietary information regarding the identification of counterfeit products.  

As we said before, our team is highly skilled in detecting counterfeit cases where the general public or the sites you consulted do not have this type of experience or training.  While we would like to share how to determine if a case is counterfeit with the general public, the fact is that we must protect those secrets so the counterfeiters aren't able to produce a case that we are unable to discern from an authentic case.  

We do apologize that you have had a negative experience due to this. I hope that you understand that we have these processes in place to protect the company so that we may continue to provide quality genuine products. 

We would be more than happy to write a letter to the retailer you purchased the case from, explaining that the item is a counterfeit to assist you in receiving a refund for the product. 

Thank you, 

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because again I feel that without any proof it is very easy to say fake and not honor a waranty. I will never purchase another itsm from ur company ever.
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased three Samsung Galaxy S3 Otterbox cases they all have the same problem; pop purple (59.90) and two black ones. All rubber around the hard shell is become very loose and tears apart, they have been replacing under the warranty, but it keeps happening again. I spoke with other people they are having the same issues as me. Otterbox you know this is a problem because you ask for pictures of defective product. If have designed a defective product, because of this flaw in your my phone screen got crack. You proclaim to have three layers of protection this false advertisement because the rubber around is defective.

Desired Settlement: I would like for Otterbox to replace screen on my device and give me three brand new Otterbox cases. I prefer the Armor Series cases. This company has caused me a lot of money to protect my families devices which are investment. These devices cost approximately $599.99 at the retail market price, thats why I called myself purchasing the best case money could buy. I was wrong Otterbox let me down. I have recommended all family and friends to purchase your product.

Business Response:

******,

I am sorry to hear about the damage to your device. We design our cases to add increased protection for the devices they will house. Because there are some many variables involved when a device is dropped we cannot guarantee that no damages will occur. Our warranty covers the products that we manufacture so we can certainly replace the damaged cases. Because we do not manufacture the device we are not able to cover it under the OtterBox Limited Warranty. I would be willing to upgrade the case for the damaged device to the armor series. I apologize for any inconvenience; please let me know how you would like to proceed.

***** 

Consumer Response: Complaint: *******

I am rejecting this response because: You didn't tell how many cases you are replacing if you are sending me three armor series otterbox then I would accept your offer.
Regards,

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

Business Response: Hi ******, 


We can replace all of the damaged cases and upgrade the case for the damaged phone to the armor series case, so we would be upgrading 1 case to the armor series. 

*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Jaunary 18, 2013 I submitted a warranty claim (Otterbox Incident #******) on otterbox.com for my broken Otterbox Commuter series case for a crack in the plastic shell. This incident was handled with no issues and I was given a replacement case. The new replacement case ended up getting cracked just like the original. On July 4th I submitted a warranty claim (Otterbox Incident #*******) on this case but this time requested a refund and did not want a new case. For over a month I recieved no response. It was only until I emailed the warranty department on August 6th that I recieved any response. I got a response from customer sales represntative **** *****. He told me I needed a reciept for the refund. I told him that I did not have a reciept as it was from the warranty claim from my first issue. He told me to take a picture of my orginal packing and then i could get a refund. I offered to send back both both of the cases that had the crack to prove I wasnt making a false claim. THEN, ****** next email says he has two cases being sent to me! I specifically said I did NOT want a replacement! I told **** that I did not want the cases and that I just wanted to do whatever I needed to do to get my refund. ****** response (did not address me saying I didnt want the cases) said without a reciept I couldnt be issued a refund and that if I bought the case from a major retailer I could print it. When I had made it more than clear I had gotten the case from them! I then recieved an email for the shipment of two cases! I emailed **** immediately and again told him I didnt want the cases. He tells me the order is cancelled and he transfered my claim to a supervisor. That was on August 7th. I recieved no reponse again from the warranty deparment so I emailed **** on August 13th and asked why I had no response. He sends back that the refund was being added back to my card. Then on August 14th I recieved the two cases from the order he said he cancelled and I still have not recieved my refund.

Desired Settlement: I am MORE than upset with the products, customer service, and treatment I have recieved from Otterbox. If the description for this gave me more characters to type it would have been A LOT longer. I am beyond fed up dealing with this company! I feel like I deserve much more than just my refund for my case that I have been requesting this entire time. I for sure am requesting my refund but feel like much more is owed to me than just that for everything I have had to put up with.

Business Response: Hi ******, 


I apologize about the confusion of this whole process. We initially contacted you by email on 7/5 but did not hear back from you. We have had some difficulty with ***** email addresses directing our emails to junk/spam folders which is most likely why you did not receive our response. At the time the product was purchased from otterbox.com we offered a 90 day return policy. You are well outside of this 90 day window. I have gone ahead and made an exception to this and submitted the refund for you. The refund will come in the form of a check and will take 4-6 weeks to arrive. We are refunding the original purchase price of the case $34.95 and the sales tax $2.48 for a total of $37.43. This is on top of the 2 brand new cases that were delivered to you on 8/14. Please let me know if you have any additional questions. 

***** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9674215, and find that this resolution is satisfactory to me.

Regards,

****** Haines

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Have called and been on hold for an hour each time and just hung up. Emailed 4 days ago and no one has tried to contact me. Want money back for bad. I have called many times and no one picks up the phone for their return line. I have emailed and received an email thy someone will get back to me- its been 4 days and no one has called or emailed. I bought an $80 smartphone case and its broken. This is the second time this case has broken- the first time they replaced it. Now it broke again and I just want my money back. Someone from this company needs to contact me or else I will post negative reviews about this company online.

Desired Settlement: I want my $80 back since their product keeps breaking.

Business Response: *******,

I am so sorry to hear you have had a hard time getting in touch with us! We are more than happy to replace your case under warranty if you would like, however I was unable to find a record of your warranty claim in our system. I apologize for the confusion. If you would like to receive a replacement case all we need from you are a few photos of the damaged case. I'd be happy to send you the full instructions if you would like to receive the replacement, and I'd be happy to help you through the process to make sure it goes smoothly. I apologize if our hold times have been longer than usual, we are working hard to lower these hold times as we want all of our customers to be able to reach us via phone or web-form as quickly as possible. I am sorry that we did not receive your email, normally we are able to get back to customers within 48 hours if they place a warranty claim through our online form. I apologize that this was not your experience. Typically we can only provide a refund for a case if it was purchased directly from www.otterbox.com within 30 days. I am sorry for any inconvenience this may cause, and I am more than happy to help in any way that I can. Please let me know if you would be interested in receiving a warranty replacement, if you have any questions, or if there is anything else I can do to help.

Thanks, *******

Consumer Response: Complaint: *******

I am rejecting this response because:
I have had the case replaced 2 times already. I just want my $80 back. I had bought it at a Verizon store and they told me they could not refund my money, but you could.

Regards,

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





























Business Response: *******,
I  completely understand your frustration, and I am really sorry for the confusion. We really can only refund items that were purchased directly from www.otterbox.com within the last 30 days. We are still more than happy to provide a replacement under warranty if you would like. If you would like to read more about our return policy please visit: http://www.otterbox.com/returns/returns,default,pg.html. Again I am really sorry your case has not held up to your expectations. We really want to make sure your device is protected, and I am more than willing to help you through the warranty process if you would like. Please let me know if you have any questions, or if there is anything else I can do to help.

Thanks,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Otterbox product is suppose to protect my phone and it didnt. My iPhone has always been in this Otterbox protective case. My son dropped my phone from approx 40" and my iPhone still shattered. Given the such short distance I feel my phone should have been protected. I paid $90 for this product to proecct my phone and it failed. I emailed OtterBox my complaint & after several emails back & forth i was promised a call from upper management and now I can not get them to respond to my emails. I feel they should pay to have my phone repaired.

Desired Settlement: I would like them to pay for repairs to my iPhone glass. I think its just the front glass. I am afraid to remove my phone from the case in fear that the whole glass will come off & make my phone unusable. It's not much but I feel they should be responsible for this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Business Response:

******, Thank you for reaching out to us. I am so sorry to hear about the damage to your device. Our cases are designed to prevent damage to devices if at all possible, and they greatly minimize the chance of a device being damaged. Sometimes there are circumstances outside of our control (drop angle, landing material, previous phone impacts), so we are unable to guarantee that under every circumstance the case can always prevent your device from breaking or being damaged. I am very sorry that you did not hear back from us, one of our leads did try to call you back but was unable to reach you. While we are unable to cover devices and products manufactured by another company, we will still do our best to help! There are a few options I'd like to offer you. We are happy to provide a replacement case for your device if you feel yours may have been defective, or was damaged in the drop. All we would need to replace the case for you are a few photos of the case in a specific format. We can also offer you a refund on the original purchase price of the case. You could of course use this refund to compensate for the screen repair, or however you wish. We would just need a copy of the original receipt (with itemized lines and retailer information) to issue this refund. If we pursue this route, your refund would be in the form of a check and be mailed to you within 4-6 weeks. I look forward to helping you resolve this issue. Please let me know if you would like to proceed with the refund, case replacement, or if you have any questions I can answer. Thank You, *******

8/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I own a smartphone (Motorola Driod RAZR) and purchased an OtterBox to protect it. OtterBox Commuter case claims to protect your phone from "drops, bumps, and shock." Sadly, this is misrepresentation. I dropped my phone from 3 feet and the screen on my phone shattered yet the case was perfectly in tact. I proceeded to file a claim with OtterBox, assuming they would, at least offer to pay the deductible on my insurance to purchase a new phone. What I recieved instead is as follows:"Dear *********,At OtterBox, we strive for top quality and we stand behind our products. All of our cases are warrantied against defects in material or workmanship for one year from the original purchase date. This warranty does not include products made by anyone other than OtterBox; such as, smartphones and tablets. You can read more about the OtterBox Limited Warranty here: OtterBox Limited Warranty. If your OtterBox case is damaged please reply to this email with the following information so that we may assist you with a replacement:"It then went on to explain what I needed to include in order to receive a new phone case, which I obviously do not need. The part that truly irritates me is that in the e-mail, clearly stated, says "at OtterBox, we strive for top quality and we stand behind our products." In short, I am extremely disappointed with their customer service and I feel lied to, I feel as though they should replace my phone or pay the deductible for my insurance to replace it. With their claim of standing behind their product, I feel as though it is a lie because they have left my out to dry. On their website, under Commuter case, the first attribute of the case is that the "sturdy, 2-layer protection withstands drops, bumps and shock" (https://www.otterbox.com/commuter-series/commuter-series,default,pg.html) which it clearly did not. Now, whether of not I received a defective case, I do not know but there was no resolution offered or responsibility taken by OtterBox.

Desired Settlement: I would like a replacement Motorola Droid RAZR as well as a replacement OtterBox Commuter case. I also would appreciate if OtterBox would either truly stand behind their product or change their description of the case. I do not want other people to have to go through this.

Business Response: Hello *********, 


Thank you for contacting us. I am sorry to hear about the damage to your device. Our cases are designed to add increased protection for you device, however with some many variables involved when a device is dropped we cannot guarantee that no damages will occur. We cover all of our products with a 1 year manufacturers warranty, so we are more than happy to provide a replacement case. We do not warranty any product manufactured by another company so we are not able to cover your device. 

We would be happy to replace the case that you currently own under the warranty. If you feel the case does not provide the level of protection you are seeking we would be willing to upgrade you to our Defender Series case. If you feel the case has not lived up to your expectations we can also provide a refund for the purchase price of the case. In order to offer a refund we would just need a copy of the original receipt. 

I apologize for any inconvenience that this situation may have caused you. Please let me know if you have any additional questions.  

*****

Consumer Response: 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.
I will accept the upgrade to the Defender case in order to protect my phone.  I appreciate your cooperation and I now understand who you will not replace my phone.  
Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/7/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otterbox Defender Cellphone case for my iPhone 4s on February 19, 2013 from a registered **** ****** store in ****** **** **** (not a kiosk). It's been working great and is my second one, first one broke by being caught on my seatbelt when I was getting out of the car. Now, not even 4 months later on the new case, the rubber outer shell is tearing on the hinge in the upper left where the headphones are plugged in, tearing on the edge running up the right side of the phone and tearing at the hinge where the power connector plugs in. Also it has stretched on all 4 corners but the bottom two being the worst which causes the protective flap on the bottom covering the power/data connection to always pop open and makes it harder to press the home button as it constantly has to be reseated. I contacted Otterbox via their website and uploaded the two requested views for warranty submission. They came back asking for two more views, then one more plus I added an Image of my receipt. Then I received an email saying the Otterbox I purchased was a fake and the warranty was denied. There was no reason or explanation given other then "there are a number of proprietary elements" they wouldn't divulge due to counterfeiting. I know this is a real Otterbox as I picked it up myself and paid almost $70 from a reputable reseller that had a wall of their products. When asked if I can get verification from the reseller that it is not a fake, Otterbox said it wouldn't matter, their decision is final. Talking to a Manager only came up with the same thing, it's a fake and we're not telling you why. I reviewed some sites that show fake Otterbox cases and none of the descriptions match mine in any way. I believe there system is flawed and by not working with me, neither their system or my issue can be improved. It's extremely frustrating for them to just shut the door without a proper explanation which might allow me to get this straightened out. Product_Or_Service: Otterbox Defender Case Account_Number: Incident No. ******

Desired Settlement: DesiredSettlementID: Replacement Don't want shares or anything over the top. Just the case swapped out. Doesn't even have to be the case, it's still in great condition. Just a new rubber outer shell would do.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I visited the reputable reseller of your product today and we went over the otterbox case in question. We have both come to the conclusion based on the original packaging, forums, photos, the manager's experience with selling thousands of your products along with other discussions by others online that have been denied by your company in error that the case I have is perfectly legitimate. I don't believe that you are able to properly examine the case as well as we were able to with it being in our possession, with just 5 pictures and knowing fully well that I was the one that purchased the case, with receipt, to protect my $800.00 phone. Then to say you're denying any claims without any reason, for any reason including that you have fears that I will start my own manufacturing facility to create otterbox cases is pretty ridiculous. To me it equates to a severe avoidance of the issue, kind of like "I don't want to because I said so" then walking away.

If anything, ***** will reproduce anything and everything to make a buck regardless of your company being tight lipped about your processes, all they have to do is buy 1 case then make a mold. That's what they do and so will any other country that reverse engineers any product for a profit. They already know what they're doing which is why it would be in the peoples best interest for you to inform the public as to what to keep an eye open for to spot these fakes. This way we can say no at the point of purchase should the item be a fake and not have to go through all this as well as inform you of the less than stand up reseller. I can also seeing this help significantly in online purchases.

It is because of these points I stand fast in the knowledge that I did not purchase a knock off and that your fraud department has made a mistake.

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

Business Response: Business Response:

*****, Again, I am very sorry for any inconvenience or frustration our processes and procedures may have caused you. I was able to contact our Brand Protection team on your behalf as you requested. Please see below for their direct response to your concerns, and please let me know if there is anything else I can do to help you. Thanks, ******* ***** "*** **********, As you may know, OtterBox is an incredibly popular company around the world, which means we are a target for counterfeit products. We have developed a very skilled Brand Protection team that works with investigators, litigators and federal agencies across the world in order to protect not only our Intellectual Property, but also the consumer from unknowingly purchasing a counterfeit case. Due to the volume of counterfeits we are seeing at this point in time, we are unable to wholly stop every counterfeit from entering or being sold on the market. In order to stay one step ahead of counterfeiters, we must vigorously protect our proprietary information regarding the identification of counterfeit products. As we said before, our team is highly skilled in detecting counterfeit cases where the general public or the sites you consulted do not have this type of experience or training. While we would like to share how to determine if a case is counterfeit with the general public, the fact is that we must protect those secrets so the counterfeiters aren't able to produce a case that we are unable to discern from an authentic case. We do apologize that you have had a negative experience with the company due to this. We can only hope that you understand that we have these processes in place to protect the company so that we may continue to provide products to the general public. Thank you, OtterBox Brand Protection"

Business Response:
I do completely understand how this process can be frustrating, and I am very sorry for any inconvenience it may have caused you. As I am not part of the brand protection team, I am not privy to the exact reasons your claim was denied. I highly recommend reaching out to our brand protection team directly via email: fakes@otterbox.com. I will of course do anything I can to help facilitate this process, and have already explained that (hopefully) you will be contacting them.

I assure you we are most definitely not trying to avoid replacing legitimate cases, and I apologize if this is how it came across. We value our intellectual property, and do our best to keep information that could lead to more counterfeits confidential. I am very sorry that I am not personally able to answer your specific questions regarding the factors that led to your claim being denied as counterfeit.

Some counterfeits have become very advanced, which can make it difficult for an untrained eye to pick up subtle differences between a counterfeit and a legitimate OtterBox. This is the reason we have a highly trained team handle case validation.

If there is anything I can do to help, please don't hesitate to ask.

Thanks,
******* *****

Business Response:
*****, I am so sorry for any inconvenience this may have caused you. We are diligently working to eliminate counterfeit OtterBox products from the market. We do have a large brand protection team researching and shutting down counterfeit operations. We also verify photos of any case we suspect to be counterfeit with this highly trained team before we deny any claim. I double checked, and the representative helping you did verify your photos with our brand protection team to make sure it was not a legitimate OtterBox product before denying your claim. I would recommend contacting the retailer you purchased from to alert them of the issue and see if they are able to provide any additional information or compensation. You are also welcome to contact our brand protection team directly at: fakes@otterbox.com. I understand your frustration with the minimal explanation regarding why your case was determined to be counterfeit. The reason we are not able to release specific details is that this would make it much easier for others to create counterfeit products that appear legitimate initially (exactly what we are trying to prevent). While we are unable to replace products that we did not manufacture, we would be happy to offer you a 25% discount on a case from www.otterbox.com. Please let me know if there is anything I can help with, and again, I apologize for the inconvenience. Thank you, ******* *****

Consumer Response: Yes you ARE avoiding replacing legitimate cases by passing judgment without providing proof. Like I tell most children, "You know it's wrong if you have to hide it". Hiding it being the lack of providing proof. Mine was legitimate beyond a shadow of doubt. My proof was that I purchased the case myself, I have a receipt, I had one of your re-sellers, who has been in the business for many years, say it was legit & I still have the original packaging.

Your "proof" is your team saying because we said so. Not very convincing.

Unfortunately I cannot "reach out" to your brand protection team because you have forced us to use the BBB as an inter-mediator. All correspondence has to go through them until a resolution is agreed upon.

With that, please have your brand protection team respond directly to this BBB site.

Thank You.
*****

Consumer Response: Might I suggest you take some of that diligent time of yours and put it toward training the staff you have in place to be able to properly tell the difference between a legitimate case like what I have and those from *****. If you don't have time to re-train, might I suggest termination of employees that don't have the competency levels needed. There are a lot of smart people out there.

In regards to contacting the reseller, why should I do that when I have come to you? I came to you last time and things went smoothly, there was no attempt to pass the buck. It states clearly on your website that "We stand by our products. That's why we guarantee them from material and workmanship defects for one year from the original date of purchase." I know you're going to default to your robotic answer of your crack team of highly trained brand protection people say my Otterbox is a fake but remember, I have given you enough proof that it was legitimate where as you have provided nothing. So please don't go down that route again, try something more tangible. Or are you going to drag this out for the full year then state that there's nothing you can do because it is now past the one year purchase date?

Why should I spend more money on your product when you can't even honour the one's you manufacture now?? Why would I buy your product just to have to go through this again?? 25% does not cover the 100% I paid for this last one. 25% is unacceptable.

On a side note, please let me know who your number 1 & 2 competitors are.

The past while I've been busy moving and entire office but now that everything is done and the kinks ironed out I can focus on this again and reply in a more timely manner.
*****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: otter box case made iphone 5 bow and bend 2 months ago I bought an iphone5 and an otter box at the exact same time the man put the case on for me well today I took the case off to clean the screen and I noticed the way the plastic case was on my phone before I took it completely off well I took the case off and my BRAND NEW IPHONE5 is bowed and bent you clearly see the markings from the case on my phone where it bent it. called otter and they told me there was nothing that they could do and that I would have to buy a NEW PHONE because of something THIER product did to my BRAND NEW PHONE.. not only am I upset that my brand new phone is bent but now to think that I would have to dish out $400+ for a new one because of the case bending my phone for who knows what reason... you can clearly see the markings on my phone where when it was put on the case must have been bending it.

Desired Settlement: The otter box company should replace my BRAND NEW PHONE for something that their case did to the phone. I am seeking that either otter box pays to have my phone fixed from where THEIR CASE bent it or pay for me to get a brand new one.

Business Response: Business Response /* (1000, 5, 2013/07/26) */ ******, Thank you for reaching out to us. I am so sorry to hear that your device was damaged. Our cases are designed to prevent damage to a device if at all possible, and are designed very specifically to fit the measurements of each type of phone. We would be more than happy to replace your case if you believe it to be defective. We are also able to provide a refund for the original purchase price of the case (as shown on an itemized receipt), if you would prefer. Our warranty covers the case itself, and does not extend to the device. I am very sorry for any inconvenience this may cause. If you would like to read more about our warranty please feel free to visit: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html. Please let me know how I can best help. Thanks, *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/23/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ordered 5 otterbox cases for some ipad2's for work. Never received them. Otterbox cannot resolve the issue tried to ordered 5 otterbox cases on 6/24/2013 for some ipad2's for work over the internet. Order was rejected by otterbox website and was forced to call the order on 6/25/2013. Placed the order on 6/25/13 aAND never received them. got an email saying the the order would be delivered July 3, 2013, then checked status on fedex ON July 5th and was told order was rerouted to another address. seems the gal who took the order got the wrong address. called Otter box on july 8th to complaint, was told by ***** that the original order was wrongly addressed and that he would cancel the original order and place a new order that would be personally hand delived by fedex. On July the 9th 2013, got an email from otterbox stating that the RMA was received and that the order would be processed? Why was an RMA issueD when this is an initial order AND NOT A RETURN OF DEFECTRIVE MERCHANDISE? Have had to call back again on the 9th of July and now I am being told by ********* that the order will once again be expedited by Fedex. She cannot provide me with a tracking number nor any confirmation of the new order number or date of arrival. I do not think it should take more than 15 days to overnight a package from ******** to **********. The orginal order numer is as follows: XXXXXXXX The second order numer I received is XXXXXXXXXX and incident number XXXXXXX. I just want my order! It is already very delayed and Otterbox can seem to operate a call center. How there is such a disconnect from the call center to the warehouse is unbelievable. As a past manager of several call centers I find it very difficult to belicve that onecannot log onto fedd ex and generate a shipping lable with a tracking number immediatly and priovide it to the customer. I have done it hundresd of times myself. The excuse that the zip code that I have provided is incorrect is not an excuse as I have explained to them that the zip code on google is nopt correct and that they need to use the one provided by the post office. They could simply pick up a phone and call USPS or fedex and work this out. I would like the product shipped or my money refunded.

Desired Settlement: read above. Either ship the product or refund my credit card purchase

Business Response: Business Response /* (1000, 5, 2013/07/11) */ ******, I am so sorry to hear you have had so much trouble receiving your order and for the confusion regarding your shipping address. I would be more than happy to help you get this resolved. I looked into your orders, and it does appear the original order was re-routed and shows delivered as of 7/10/2013, we also placed a second order with expedited shipping that has an estimated delivery date of 7/12/2013. The reason the representative may have been unable to provide you with a tracking number at the time he/she placed the order is that we do have a 24-72 hour processing period before the package is assigned a tracking number and is then handed over to FedEx. I apologize if this was not clearly indicated, but I'd be happy to email this tracking information to you directly if you have not received it. Again, I am so sorry for the confusion. Please let me know if you do not receive your orders, or if you have any other concerns I can help resolve. Thank You, *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a otter box cell phone case which was defective I bought a otter box cell phone case which was defective. The Bestbuy store did not have any others in stock. I was advised to send the prodcut to the manufacturer directly in which I did. Approximately 5 days later it was confirmed that it was recieved by them. Now the company is wanting me to take paictures of the defective item in which they already have recieved and they are dragging their feet in sending me my replacement case. I am also getting ready to call my bank and request a frefund from them for $104.

Desired Settlement: please just send me my case for my IPhone 4S

Business Response: Business Response /* (1000, 5, 2013/07/01) */ ****, I am so sorry to hear about the trouble you have had in getting a replacement. We do not normally require you to send the case back in order to obtain your warranty replacement, so I apologize for the confusion. Instead our normal process is to request photos of the case in a specific format. Usually this is much faster and easier for our customers than sending the case back. I am more than happy to help you in any way I can. As I understand you no longer physically have the case if you could provide the tracking number for the package and a photo of the receipt for the case I would be able to send out your replacement right away. Please let me know if this is possible, or if you have other questions or concerns I can help with. Thanks, ******* ***** Consumer Response /* (3000, 12, 2013/07/05) */ from: **** ****** <*********@gmail.com> to: Better Business Bureau <******@wynco.bbb.org> date: Thu, Jul 4, 2013 at 8:51 AM subject: Re: BBB Complaint Case#46031830(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX **** ****** <*********@gmail.com> Jul 4 (1 day ago) to me Images are not displayed. Display images below - Always display images from *********@gmail.com It is not 100% done I am still waiting for them to respond to my last response to you guys which also include a copy of my receipt **** Sent from my iPhone Business Response /* (4000, 14, 2013/07/08) */ ****, I am so sorry you have not heard back from us. I sent you an email directly, explaining that we have not yet received the photos/requested information. I am really sorry for any inconvenience, but if you can please send me the requested information and photos of the receipt I will get this taken care of for you right away. Feel free to contact me directly at *************@otterbox.com, and let me know if you have any questions or concerns. Thank You, *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The otterbox I have for my galaxy s3 the silcone part keeps stretching and not fitting. 2 times I have got it warrantied But this issue keeps happenin I have the otterbox defender for the galaxy S3. The silcone keeps stretching and not fitting the box. I have got it warranty twice since I starting using it Nov 19 2013. If you read reviews from any site more than 2\3 of the reviews state the same issue I am having. So this looks like a design flaw in the product. And I should not have to put in a claim every 2 - 3 months. In the last claim I stated I did not want the same product I either wanted an upgrade or a refund to buy a case that works. All they did was send the silcone piece again and did not commit on what I wanted. I should not have to keep submitting warranty claims for a product to keep it in the condition and usefullness of the intended use. Again I would like either a different product from them or a refund.

Desired Settlement: I would like either a different product or a refund

Business Response: Business Response /* (1000, 5, 2013/07/09) */ Mr. *******, I am so sorry to hear you have had trouble with the silicone on your case stretching out.Our warranty does cover the replacement of the exact same item as was originally purchased, and I apologize if this was not properly explained when you placed your request. We are of course more than happy to provide another replacement under warranty if you would like. In extremely rare circumstances we are able to change the type of case to a different case of lesser or equal value; however we are not able to accommodate upgrades. I'd be happy to make a one-time exception and send the Commuter Series, Reflex Series or Prefix Series case for the S3 due to your circumstances. Please be aware that none of these cases come with a holster or a built in screen protector (like your Defender Series has), and that we would ask you to stay with this type of case should the need for another replacement arise. I would recommend taking a look at these items on our website so that you can make a decision regarding if you would prefer one of the mentioned types of cases: *Commuter: http://www.otterbox.com/Samsung-Galaxy-S3-Commuter-Series/SAM4-GALAXY-S3,default,pd.html *Reflex: http://www.otterbox.com/Samsung-Galaxy-S3-Reflex-Series/sam7-galaxy-s3,default,pd.html *Prefix: http://www.otterbox.com/Samsung-Galaxy-S3-Prefix-Series/SAM9-GALAXY-S3,default,pd.html I am sorry you do not feel that our product is holding up the way that it should. Please let me know if you would prefer one of the cases listed above, or if there is anything else I can help with. Thanks, ******* Consumer Response /* (3000, 7, 2013/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all why would I take a case that is $20 - $25 cheaper than what I spent. Also the review just on the Otterbox sit on this case has 47 out of 96 reviews complaining about the silcone, a few of them has had multiple replacements of the silcone. I would think you would do everything you could to keep a good rep. Again what I would like is an upgraded case or my money back to get a case that works the way it should. Business Response /* (4000, 9, 2013/07/12) */ *****, I apologize for the confusion. As I noted before we aren't able to accommodate upgrades, but if you do decide you would just like a different type of case (Reflex, Commuter or Prefix) or a replacement for your current case I'd be happy to help you with that. Again, I am sorry you have not been satisfied with your case, and we really appreciate your feedback as we are always working to improve our products. While normally we can only refund products that were purchased directly from www.otterbox.com (within a 30 day time frame)if you are able to provide a copy of the receipt (this needs to include itemized lines, retailer information, and date of purchase)I will do my best to make an exception to have the original purchase price of your case refunded. Please let me know if you would like to proceed with the refund process, or if you have any additional questions. Thanks, *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called in regards to an product exchange and the customer service representative was very disrespectful and refused to let me speak to management. Hello, Requesting to exchange Galaxy SIII Defender Black Case w/ Holster with Galaxy SIV Defender Black Case w/ Holster. Requesting an one-time exception to made in regards to this order. Verizon Wireless exchanged my Galaxy SIII device out with a Galaxy SIV Device. Please ship Galaxy SIV Case w/ Holster out as soon as possible pending the return on the Galaxy SIII Case w/ Holster. The above referenced order#XXXXXXXXXX has not been received via USPS as of yet.

Desired Settlement: Requesting to exchange Galaxy SIII Defender Black Case w/ Holster with Galaxy SIV Defender Black Case w/ Holster. Requesting an one-time exception to made in regards to this matter.

Business Response: Business Response /* (1000, 5, 2013/07/09) */ Hi ****, Thank you for contacting us. I would be happy to help get this taken care of for you. We do not offer an exchange policy, however I would be happy to set up an RMA so that you can return the product to OtterBox for a refund. I can also set up the order for the case for your new device. The tracking information for your order shows that the package has been delivered to you. This information can be viewed in the link below. Please let me know how you would like to proceed. Thank you for your patience and support! https://www.fedex.com/fedextrack/index.html?tracknumbers=XXXXXXXXXXXXXXXXXXXX&cntry_code=us Peter ****** Customer Service Chat Representative P: 855-688-7269 (855-OTTRBOX) ************@otterbox.com www.otterbox.com We've Got Technology Covered Consumer Response /* (3000, 7, 2013/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please look up the order information. This was a no charge warranty exchange. Does that mean that I won't be charged for the replacement since I wasn't charged for the order that was recently delivered. Business Response /* (4000, 9, 2013/07/11) */ Hi ****, I have contacted you directly by email with the details of the return process. Please let me know if you have any other questions. Peter ****** Customer Service Chat Representative P: 855-688-7269 (855-OTTRBOX) ************@otterbox.com www.otterbox.com We've Got Technology Covered

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: company has not responded to any communication inquires about PURCHASEING replacement parts Belt clip/holster for phone case is broken, Mfg has not responded.I have emailed, left voice mail on CEO's mail box, USPS sent broken part back, waited on hold for 12.5 minutes before giving up. and to this date have not received a response as to how I can PURCHASE replacement parts

Desired Settlement: simply to be contacted

Business Response: Business Response /* (1000, 5, 2013/07/02) */ *******, I am very sorry that you have had a hard time reaching us. We are more than happy to help. I looked into it, and I believe you may not have received our responses due to your Yahoo email address. We have had a few issues with Yahoo sending emails from our server to the spam folder, and we are currently working to correct this. I am so sorry for any inconvenience it may have caused. We are happy to continue to provide warranty replacements if you are having trouble with your holster. We also offer the iPhone 4/s Holster component for purchase on our website at: http://www.otterbox.com/iPhone-4/4S-Defender-Series-Holster/apl2-iphone-4s-holster,default,pd.html?start=8&q=iphone-4-defender. Please let me know if there is anything else I can help with and again I apologize for any inconvenience you may have experienced. Thanks, ******* *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Problems with Product/Service
7/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased product in October of 2012 with a 1 year warranty. I called in June of 2013, I was told product discontinued and would not honor warranty. Invoice on *********** XXX-XXXXXXX-XXXXXXX Purchase date: October 24, 2012 Model: Otterbox Commuter Case for Motorola Droid 4 - Retail Packaging - Black Price: $22.20 Details: Broke within two months of purchase. I received a replacement after talking to a customer service rep on the phone. Broke again a few months later (still within the 1 year warranty period). OtterBox rep told me they no longer produced this product and that they therefore would not honor their 1 year warranty. Offered me a 10% discount on any other OtterBox product.

Desired Settlement: Either replacement of the product (even if OtterBox no longer makes this product, they can obtain it from online vendors), or a refund for this defective product.

Business Response: Business Response /* (1000, 5, 2013/06/21) */ *******, I am so sorry you have had trouble with your case, and also with our warranty program. We always try to keep cases available for as long as possible to prevent this, and typically we do carry cases for long over a year. Considering the circumstances,I'd be happy to help you obtain a refund for the original purchase price of the case. All we would need from you to do this is a copy of the original receipt or invoice and a few photos of the damaged item. Please let me know if you would like to proceed with this, or if you have any additional questions. Again, I am so sorry for any inconvenience this process may have caused, and will do my best to help however I can. Thanks, ******* *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to honour refund and order was not processed as it remained on cancelled status. To Whom it May Concern: I have paid and ordered a Galaxy S4 Vibrant Screen Protector on June 9 and what initially may have been a great customer trouble-free service quickly turned into a frustrating, lengthy wait. On June 12, I received an email from Evan ********* about an error between ****** and your system processing my order. The issue was quickly resolved as it apparently took longer than normal and he offered to give a refund on part of my original order or a 50% discount on a new order, which I chose the first one. After waiting out a few days, I've never received my tracking information email and the promised refund, so I decided to check on my order status on the Otterbox website. My order status remains cancelled even to this day and I have been left in the dark not knowing what happened as I haven't received any news with my last email to **** over a week now. The order number is XXXXXXXX should it be of any assistance to resolve this issue.

Desired Settlement: All I ask is that you process my order and have part of my original order refunded back to me as what was offered. Otherwise, I would like to have the full refund seeing my order never got past the cancellation status.

Business Response: Business Response /* (1000, 5, 2013/06/26) */ *****, I am so sorry to hear you have had trouble with our ordering process, and for any confusion it may have caused you. We are currently evaluating the option of ****** on our website, although currently we cannot accept this type of payment. The original payment authorization which was applied to your account should automatically reverse as we did not finalize or ship the order. In order to remedy this I would be happy to send you the item you intended to purchase free of charge, as this was a processing error on our part. Please let me know if this is an acceptable resolution, or if you have any questions I might be able to help with. Feel free to contact me directly at *************@otterbox.com . Thanks, ******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2013 Problems with Product/Service
6/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: the I phone case purchased from otter products was returned february 8, 2013; the product will not work with the phone. Otter acknowledges receipt. As noted above the product was returned on Feb. 8, 2013. No refund has been received as of this date. Phone calls were made to Otter on May 20, 21,22, 2013. The otter representatives are always very courteous, seem to be willing to help, and promise to return phone calls or e-mails. I have received only one e-mail, from **** ***** on 5/22/2013 who promised to investigate the matter. While on the phone with the reps, they sometimes put me on hold and say they will look for a person in charge, and then return to say that person is in a meeting. A decision maker is never to be found. Pertinent information includes: incident no. XXXXXXX. Phone: XXX XXX XXXX. Fax: XXX XXX XXXX Lead Customer Service Rep. Mr. **** *************

Desired Settlement: Refund due: $63.86

Consumer Response: from: ***** ********* *********************
reply-to: ***** ********* <*******************>
to: Better Business Bureau <********************>
date: **** *** *** **** ** ***** **
subject: Re: BBB Complaint Case#********

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

** **
****** *** *** ********** ******* ****** ***** * ****** ******* ****** **** *******************
BBB: Thank you for addressing this complaint. There have been some encouraging words in e-mails from Otter: "refund approved" and check being issued; however, no refund check as of this date. What to do ?
sincerely,
******* **************************************************************************************************

Business Response: Hi *******,

A refund check has been issued for you. We will be mailing the check to the address you provided me with in your email. I apologize for any inconvenience the return process has caused.


***** ******
Customer Service Chat Representative
** ************ ************)
*************************
www.otterbox.com

Consumer Response: from: ***** ******** *********************
to: ***** ***** <********************>
date: **** *** *** **** ** **** **
subject: Re: BBB Complaint Case#********

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

to me
BBB: The refund was received from Otter on 6/14. Thank you so much for your help on this issue. without the assistance of your organization there would have been no resolution, BBB does good work ! Thank you again,
Sincerely,
******* *********

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bad customer service, defective product, long processing and shipping times, customer service says what they have to get you off the phone. I ordered an otter box defender phone case which is a 50 dollar phone case. First the case took almost two weeks to arrive, and when it finally did arrive it is defective. I called Otter box warranty service and filed claim which they honored but said it would be another two weeks before I would receive the replacement. When I received the e-mail for the warranty I saw they had shipped the wrong case so I called them back and asked for a supervisor. I got ****** **********, he said he would make it right by shipping me the right case two day shipping. I agreed. We talked on 5/30 which was a Thursday he said it would ship Friday and I would have it by Tuesday. It is now Monday evening I just talked to ****** again because I haven't received tracking info like he promised and my case still has not shipped. He told me there was nothing else he could do. It has now been almost a month and I still am stuck with a defective otter box that I paid 50 dollars for and they don't care, because they already have my money.

Desired Settlement: I would like for ******** boss to send me a written apology for his employees actions and lies and to send me the correct case I ordered next day shipping, I have waited long enough.

Business Response: Business Response /* (1000, 5, 2013/06/06) */ ****, I apologize that the warranty process did not go as smoothly as it should have. It sounds like we let you down and I apologize. We should have explained that all of our warranty orders do experience a 3-5 day processing period before they are shipped. I do see that the replacement order has been delivered to you. Please let me know if you have concerns about the new item or if it has not arrived. Again I sincerely apologize about any inconvenience the warranty process may have caused you. ***** ****** Customer Service Chat Representative P: 855-688-7269 (855-OTTRBOX) ************@otterbox.com www.otterbox.com We've Got Technology Covered

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otter box Should be redesigned by manufacture . Apple or , otter box should give lifetime .,,replacements on these belt holsters to all customers . these phone belt holsters , break at the clip and can't be repaired . I have broken 4 in less than 5 months . otterbox , and apple need to redesign these /.

Desired Settlement: LIFE TIME . replacements , of belt holsters as long as I own the phone . I phone 4 .

Business Response: Business Response /* (1000, 5, 2013/05/17) */ ****, I am very sorry to hear you have had trouble with your holster/belt clip(s)! We take your feedback very seriously as we are always working to improve our designs and provide the best quality possible. We do offer a limited one year warranty, although we try to be very flexible and will always do our best to provide replacements for our customers if possible. One of the reasons we have the one year warranty is that smartphones are not always in existence/production for long periods of time (it is an ever changing market), so it would be very difficult for us to keep every case in stock to allow for warranty replacements for an extended period of time (past one year). If you are in need of a holster/replacement I would be happy to help you obtain one as we do carry the replacement belt clip/holster for the iPhone 4/s Defender case currently. Please let me know if you are interested, or if there is anything I can help with. Thanks, ******* Consumer Response /* (3000, 7, 2013/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get 2 replacements from otterbox. those have since then broken also. I am asking that you redesign the particular clip for the I phone . so this doesn't continue to be a short or long term problem . Business Response /* (4000, 9, 2013/05/31) */ ****, We appreciate your feedback. I have ordered you 3 additional replacements. You should have received confirmation of the order, and the tracking information will be emailed to you when the holsters ship. Think of the holster like a car, when a company releases a new model year they introduce new and improved features and new designs. We have taken all of the feedback we received about the iPhone 4 holster and rolled it into the new design of the iPhone 5 holster. Please let me know if you have any additional questions.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/31/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Otterbox refuses to honor their warranty and replace the belt clips(s) pursuant to INCIDENT: XXXXXXX Belt Clip Replacements (yes plural). In Regards to INCIDENT: XXXXXXX To Whom it May Concern: My Otterbox Defender cases for the Verizon iPhone 4 have served me well and probably saved my iPhone a couple of times (thanks). Additionally, I bought the same style case (in hot-pink) for my girlfriend, too. Unfortunately, while the cases are top-notch, the belt clips are sub-standard and constantly break (for both of us)! I cannot stress how lousy these clips are! By now, I imagine I am probably "Red Flagged" and that your company's database probably indicates I am constantly filing warranty claims. Historically, I have contacted Otterbox each time this occurred and the phone customer service representative has always been helpful and shipped out a replacement clip. The customer service has always been superb until recently. It started with sending a picture (acceptable), then it was the procedure to send several pictures (not a problem), and finally the most recent is the web-upload procedure (that's fine). Recently as of around May 7th, I contacted customer service and explained the Case is just fine, but the belt clip is broken again! My instructions were to follow-up with the email and provide 1) a picture of the belt clips(s) with my name on a sheet of paper in the picture (done), and 2) provide picture of the three icons on the case (done). The numbers on three of these broken belt clips provided to the rep were "7105." Today I finally got around to sending the pictures (exactly as described) only to receive a response: "Thank you for responding to our picture request, but it looks like there are a few things missing. As part of our standard procedure we require two photos to verify ownership and the need for a replacement:" Highlighted: "entire cases for all 3 clips" � This was NOT requested by the phone rep! To which my response was clear and concise: "The cases didn't break. The clips did. I don't want replacement cases; I want replacement clips. Thanks" OTTERBOX: "I understand that it is just the clips you are needing but we do need photos of the full cases as well in order to process the warranty. Thank you for responding to our picture request, but it looks like there are a few things missing. As part of our standard procedure we require two photos to verify ownership and the need for a replacement:" ****** (ME): "I sent what I was asked to send originally... I won't be taking a picture of the case because the phone is the camera I am using, and it is in the case... Don't feel like removing it... Shouldn't be necessary; since, Otterbox isn't expected to replace any items not in the picture. Thanks ******" OTTERBOX: "Dear ******, We apologize for any inconvenience this process has caused you. As part of our warranty procedure we require proof of purchase and proof of damage through pictures of the damaged product and the rest of the case it came with or return of the product to us. We offer the picture option as a way to shorten processing time. Please let us know which method you prefer to help us complete your warranty claim. " ******(ME) "Tell you what... How about I send the whole thing back as this keeps recurring and now customer service now lacking having been exemplary in the past. Sad loss as I have been recommending Otterbox to my friends and co-workers; heck, I even bought some as gifts. Not to mention I had placed a large order for our IT department at work. Anyway, back on topic. I will be returning the entire product to you, but I never got the prepaid envelope pursuant to your warranty. " OTTERBOX: Dear ******, I understand that it is just the clips you are needing but we do need photos of the full cases as well in order to process the warranty. Thank you for responding to our picture request, but it looks like there are a few things missing. As part of our standard procedure we require two photos to verify ownership and the need for a replacement: .....................

Desired Settlement: Settlement: Replace ALL three(3) belt clips because both my girlfriend and I need one not to mention they are surely going to break again, so that extra one will come in handy. FACTS: 1) I have provided ALL the information requested by the phone representative (May 7th) 2) I uploaded the actual pictures today (May 15th) 3) I have sent proof I have three; broken belt clips form Otterbox... (pictures) with my name by it. 4) One response indicated, "I understand that it is just the clips you are needing..." 5) I don't expect any items not pictured to be replaced. 6) It is unreasonable to inconvenience me to remove the case that is perfectly fine and won't be getting replaced to take a picture of it when it is NOT part of the complaint. 7) Otter Products, LLC is responsible to provide replacements free of charge under its limited warranty as defined (http://www.otterbox.com/warranty-full/warranty-full,default,pg.html) pursuant to the Magnuson-Moss Warranty Act (15 U.S.C. § 2301)

Business Response: Business Response /* (1000, 5, 2013/05/17) */ I apologize for any inconvenience the warranty process may have caused. Our warranty process has evolved over the past year. We have made some changes in order to help improve our products as well as protect our customers. By requesting photos of the damaged items we are able to see the manner in which a product has been damaged. This allows us to improve our future designs. Unfortunately, not everyone out there operates with our level of integrity. And since we believe being original is always better than being a copycat, we request photos of the entire case to help identify if your OtterBox is a true original or if you got stuck with a counterfeit. When you initially contacted us we did not require photos of the full case, this has since changed and is the current policy. I have ordered 3 replacement holsters for you. Please understand going forward we will require that the conditions of the warranty are met before we can send any replacements. This includes receiving all of the requested photos. Please let us know if you have any other questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Took my phone which is a Samsung Galaxy Note II a $700 phone out of my Otterbox Defender and my phone had dents and scratches all the around the sides I called otterbox about my phone having dents and scratches on the sides of it after taking it out of my case and the woman put me on hold for several minutes. After she came back on the told me there was nothing she could do and hung up on me!!

Desired Settlement: I want my phone to be either replaced with a new one or fixed!

Business Response: Business Response /* (1000, 5, 2013/04/26) */ ******, I am very sorry to hear you had a bad experience with our customer service. I assure you that is definitely not a normal occurrence, and our calls are monitored by quality assurance. Our cases are designed to prevent as much damage to a device as possible. Our warranty does not cover other manufacture's products. We are more than happy to replace your case under warranty at no cost to you. In rare circumstances we are also able to refund the price paid for the case itself as shown by original receipt. Please let me know if you would like to proceed with either of these options, or if I can answer any questions for you. Thank You, ****** ****** Consumer Response /* (3000, 7, 2013/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I have a case on my phone and it says on the box and on the internet that it protects against dirt, scratches, drops. Then it shouldn't do any of that yo the phone and if it does they should stand up to their word. Its not fair to the consumer. Business Response /* (4000, 9, 2013/05/01) */ ******, I am very sorry that you are dissatisfied with your case. It can be very difficult to tell exactly what could have caused scratches to your device, but I am sorry you feel you were misled. Our cases are designed to prevent scratches, and damage to devices if at all possible, however we cannot guarantee that in all circumstances our cases can always prevent damage to a device. For clarity regarding our warranty policy, please visit: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html . Please let me know if you have any questions. Again, we are happy to provide a replacement case or refund the original price of the case purchased with a copy of the receipt. Thanks, ****** Consumer Response /* (4200, 11, 2013/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only way im gonna be satisfied is if I get a refund for the case. So I can buy a case from another company Business Response /* (4000, 13, 2013/05/03) */ ******, I would be happy to help you obtain a refund for the original price paid for the case. All we need are a few documents to do so. We require a photo of the receipt or invoice showing line items, totals and retail/store information, as well as a photo or two of your damaged device. We ask that you place a piece of paper with your name and today's date written on it next to the device in the photos for reference. I will email you directly with this information as well. Please feel free to contact me with other questions or concerns you may have about the refund process. Thanks, ****** Business Response /* (1000, 21, 2013/05/10) */ Note: Customer has indicated that instead of a refund for case they would like an iPad Defender Case. I have sent this case to customer, and am currently working with customer to send out second case as customer believes case to be defective. 5/10/2013

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They charged my account with two cases and I have gotten the run around to get my money back for the second case. Order case online on 4/27/13. The first transaction stopped towards the end and never gave me conformation or sent an email to verify transaction. I re-did all my information again and it gave me a conformation # and to email. Checked bank account there were two withdrawals on my account. I called Otter Box and spoke with *****, she informed me that she would take care of it and cancel the 2nd order. She called and left a message about 30 minutes later and informed me that it had already been processed and I would have to return it to get my refund. She also said she was going to email me a shipping label to return it. I never received an email. When I received the second case I called again 5/7/13 to get the shipping label. The gentleman I spoke with could not get my information pulled up on the computer, because they were having difficulties with their system. When it was back up he would take care of it. I called 5/9/13 talked with ***** told her details till that point and she informed my that to re-send me the RMA to return the 2nd case would deduct another $5 from my refund. I said wait a minute, I was not informed of any deductions and I wanted my full refund. She spoke to a supervisor and came back and told me that they would refund my money within 24 to 48 hours and I did not have to return the case and that an email would be sent to verify this information. On 5/10/13 I called again, spoke with ******** and she told me that ***** was incorrect about the $5, but there was notes about the refund and not to return the case. She said she would speak to her supervisor and get it taken care of. I received an email stating I had one of 2 options I could return the case and they would give me the full refund once they have got it or I could keep the case and it would be 6 weeks to receive my refund. I replied that is not what I was told before and would like to receive my money as they had promised. I have received anther email and that states They are sending me a refund via check and it will take 2 to 3 weeks to receive my refund. It did not take that long for them to take my money, but it is taking a lot of time and effort on my part to get my money back.

Desired Settlement: At this point I not only would I Like to receive my refund of $48.26, but also something for my time I have wasted trying to receive my refund. At this point I have spent about 3-4 hours on hold and the run around I have received. And also to inform other customers of their unprofessional business transactions.

Business Response: Business Response /* (1000, 5, 2013/05/14) */ I apologize for any inconvenience the return process may have caused you. A refund has already been issued to the credit card the order was placed with. The refund should appear on your statement within 3-5 business days. For any inconvenience this may have caused you, we are not requiring that you return the product in order to receive the refund. We would also be happy to offer a discount on your next purchase from OtterBox.com.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have sent several emails and no response. Want cases replaced! My two otter box defender cases are disclosing and the plastic pieces do not stay together.

Desired Settlement: Want both of my otter box defender cases replaced! Pink and white Mineral blue and aqua blue

Business Response: Business Response /* (1000, 5, 2013/04/29) */ We are more than happy to replace the case under the provided warranty. I will contact you directly by email with all of the information required to complete the warranty process. Consumer Response /* (3000, 12, 2013/04/29) */ This otter box company does not make good faith to resolve complaints. The worst customer service I have ever had and he also hung up on me. Little rude boy have no manners and very disrespectful. I hope you do not keep this boy employed, you will have many more complaints if he's still working there. Consumer Response /* (3000, 13, 2013/04/29) */ Do not offer warrantys if you will not honor them. Customer service reps are very rude. Consumer Response /* (3000, 14, 2013/04/29) */ Your products should not deteriorate over time, especially 2-3 months. I'd say you'd need higher advanced materials especially when they are over priced. What a disgrace to the bbb. This company gives the better business bureau a bad name. They need to take away this company's accreditation. Do not deserve it. Consumer Response /* (3000, 15, 2013/04/29) */ I will be reporting ***** ****** to otterboxe a highest associate of the company. Great service reps do not call their customers a liar. Otter box does not live by the golden rule of customer care. Customers are always right. I want my cases replaced! Consumer Response /* (3000, 16, 2013/04/29) */ I have sent pictures of the cases and my name and date. The representative was accusing me of lying calling me a liar. I did what he told me to do and he will not honor the warranty. This will not be the last time I file a complaint with these people. The accreditation through bbb of this company should be suspended until they can get their act together. I want my CASES replaced. I will never ever buy another otterbox product nor will I ever reccomend it to anyone I know at work or friends or family. Business Response /* (4000, 25, 2013/04/30) */ I apologize for any inconvenience this process may have caused you. We are more than happy to replace any damaged item under the provided warranty. We do require that the conditions of our warranty are met before any replacements parts and or products can be provided. We require photos that clearly show the damage or defect to your product. The photos that were submitted showed no visible damage or defect. You are more than welcome to submit photos that better illustrate the issues you are experiencing. Please keep in mind we do require that you include a piece of paper with your handwritten name and the date in the photos. Examples of the photos can be found in the link below. If a photo will not accurately display the damage or defect we are more than happy to provide you with a pre-paid shipping label so that you can return the items to OtterBox for warranty coverage verification. http://www.otterbox.com/warranty/warranty,default,pg.html Consumer Response /* (3000, 26, 2013/04/30) */ Very bad at conducting business. ******* ******* is not a manger. He is lying about his position at otterbox. He calls me a liar. Consumer Response /* (3000, 27, 2013/04/30) */ Ignoring calls Consumer Response /* (3000, 28, 2013/04/30) */ Customer service rep hanging up on me refusing to honor warranty. Accusing me of lying. Consumer Response /* (3000, 29, 2013/04/30) */ Is someone going to resolve my concern or will I have to refile a complaint. I have been an letterbox customer since iPhone 3GS and have never had any problem like this before till this little mean man ***** ******. Consumer Response /* (3000, 30, 2013/04/30) */ I hope otter box makes that ***** ****** take all responsibility and is terminated for making me go through all these problems just to get my warranty honored. This will be escalated farther if I am not satisfied by the end of the day. This is ridiculous. Otterbox does not take the better business bureau seriously and therefor should not be allowed to continue to be part of this good faith because they are far from great at resolving complaints. I would like to find out who I can talk to so this business is no longer accredited by the better business bureau because they do not deserve it. What a disgrace. Consumer Response /* (3000, 31, 2013/04/30) */ I sent the pictures 3+ times and refuses to honor. I did more than enough on my part. I want my TWO cases replaced, I will not stop this cases until I am satisfied. This is bad business ethics. Worst service I have ever experienced. Letterbox has many more complaints coming if this is how they conduct business. Consumer Response /* (3000, 32, 2013/04/30) */ Continues to call me a liar and refuse to honor warranty. This is by far the worst service I have ever had. Very rude. I hope letterbox takes this complaint seriously and terminates this guy. This will not be the last complaint I file if this is not resolved. Consumer Response /* (3000, 35, 2013/04/30) */ I have sent the required pictures with the right verification. This is unacceptable! Will be filing another complaint if this is not resolved. Company is calling me a liar. Consumer Response /* (-5, 37, 2013/05/01) */ I clearly stated that the case is discoloring and the pink one does not snap close. I took the necessary photos, sent them. I have spoke to more than a dozen reps and they all said that the photos are fine. I want my cases replaced. Consumer Response /* (-5, 38, 2013/05/01) */ Otterbox does not care about their consumers, only themselves and their employees are very rude. Would hate to be associated with a company with such unethical business ways. Business Response /* (4000, 39, 2013/05/01) */ We certainly appreciate your continued support! Our warranty process has evolved over the years; we have tried to keep the process hassle free. I apologize if you find the new process more difficult. We will gladly replace the items under our warranty; however the conditions of the warranty must be met. We require that the photos clearly show the damage or defect to the case. The photos that were submitted showed no visible damage or defect to either product. You may resubmit photos that clearly show the damage or defect and we will certainly review them. Please be sure to include a piece of paper with your handwritten name and the date in the photos. Please take a look at the example photos in the link below, they show exactly what we require. If the damage or defect is unable to be captured in a photograph the cases will have to be returned to OtterBox for warranty verification. If you choose this option we will issue a prepaid shipping label so that there is no cost to you for returning the items. http://www.otterbox.com/warranty/warranty,default,pg.html Consumer Response /* (4200, 42, 2013/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent the required photos and the case does show discoloring as numerous reps have told me so. I do not accept this and will be filing another complaint. Consumer Response /* (3000, 43, 2013/05/02) */ I will not rest my case until it is resolved. I will be have to file another if it is not resolved. Thanks. Business Response /* (-10, 49, 2013/05/08) */ ---------- Forwarded message ---------- From: ***** ****** <*****@otterbox.com> Date: Tue, May 7, 2013 at 3:55 PM Subject: RE: BBB CASE#: XXXXXXXX To: ***** ***** <*****@wynco.bbb.org> *****, Thank you for your response. I have attached the 6 photos that were submitted by Ms ******. Her description stated that the teal case was discoloring and that the pink and white case would not snap together. We never received any photos of a pink and white case; she included photos of a different style case that we offer. Initially she sent the photos without her name and the date that did not show any visible damage or defect. I requested that she resend photos that included her name and date that better illustrated the damage or defect. She resent the same photos but they appear to have been edited to show here name and the date. The link below will take you to our warranty page. We show an example of how we require the photos to be taken as well as offer a written description of the process. http://www.otterbox.com/warranty/warranty,default,pg.html Please let me know if you need any additional information about our warranty process. ***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Otterbox denies me a replacement case because I do not have a camera I have a neon green/black Otterbox Armor Series for my Iphone 5. The other day, I dropped the phone in the pool and the case failed to protect my iphone from water. Not only was the case defective, but my iphone is completely destroyed because of water damage. Otterbox refuses to send me a replacement case because I cannot send them a picture. This is ridiculous. I have already spent way too much time dealing with this company. Otterbox should be happy I have a warranty for my iphone, or else I would be suing them for destroying my phone.

Desired Settlement: I am not even making otterbox pay for my 50$ deductible for a replacement phone because I am tried of dealing with this company. I however, do request a replacement case.

Business Response: Business Response /* (1000, 5, 2013/04/24) */ I am sorry to hear that you are having issues with your OtterBox Armor Series case. We are more than willing to replace this case under the warranty but we do require proof of purchase in the form of photos of your damaged item. If you do not have a camera you are more than welcome to use a friends, family members, or coworkers to take the photos. Or if you would prefer not to send the photos you can also return the case by mail. If you would like to return the case by mail we can offer a shipping label. Without receiving proof of purchase through the requested photos or by receiving the damaged item we are not able to offer a warranty replacement. I apologize for any inconvenience. Please let me know if you have any other questions. Consumer Response /* (3000, 7, 2013/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel as if the company is referring to me as "Stupid". Of course I tried to obtain a camera but could not find one. I don't understand how I can be denied warranty because of a camera. Not everyone is fortunate enough to have that technology. Furthermore, I did not even receive an apology from Otterbox for their product which caused my iphone to be destroyed. I would have thought higher of an A+ rated company. I ought to contact the BBB president an ask for a reevaluation. Your company is ridiculous and a fraud. I will only return the case if I am provided compensation for packaging materials and driving to the store. That is only partially fair for the defective case that isn't my problem. If this matter is not resolved soon, I will have to take further actions. Have a good day. Business Response /* (4000, 9, 2013/04/26) */ We want to make sure we have exhausted all options for sending the photos as proof of purchase, as it is the fastest and easiest way to provide proof of purchase. We are not denying warranty service because you do not have a camera, we are happy to replace the case under the warranty but we must receive proof of purchase before we can replace your case. We can issue a shipping label to cover the cost of shipping but we are not able to pay for packaging and or your drive time. No special packaging is needed; any box you can put the case in will work. There are several locations very close to you where the package can be dropped off. The link below can be used to locate a drop off location in your area. http://www.fedex.com/locate/ Please let me know if you would like us to email you the shipping label. I do apologize for any inconvenience this situation has caused. Consumer Response /* (4200, 11, 2013/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) For the last time, i do not have a camera to send you pictures. I cannot believe we are still arguing about this. You, as a business should understand that not everyone has a camera they are able to use. I have already wasted a lot if time dealing with your un responsible company. I will not use gas money, my personal time, and my money to fix your problem. Please provide me the email for the director of customer service jf you still refuse to take action. Thank you.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/14/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called 3 times. Have emails even a personal from otterbox coporation promising to give me an otter box in the mail for a replacement. I have sent in emails 13 of which I still have with ***** *****. No payment was made just a promise that I would be getting my otter box in the mail.

Desired Settlement: I just want my replacement otterbox

Business Response: Business Response /* (1000, 5, 2013/05/02) */ I apologize for any inconvenience the warranty process may have caused you. We would be happy to replace your damaged item under the provided warranty. Before any replacement items can be shipped we do require that the conditions of our warranty are met. I will contact you by email with all of the required information and instructions to complete the warranty process.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otter box screen protector damaged screen of HTC One and Otter box will not resolve the issue. Purchased Otterbox Commuter Series protection for HTC One. After using the product according to instructions provided, the screen protector damaged my phone. I talked to a rep and sent pictures and he basically told me that maybe HTC can handle it. I informed him the phone was fine until I used their product. Instead of protecting my phone, their product damaged my phone. I received the product on 5/3 and noticed the damage on 5/4. My order number is XXXXXXXXXX. I purchased it with a credit card.

Desired Settlement: To replace my HTC One 32G that is 4 days old. It cost me $574.99.

Business Response: Business Response /* (1000, 5, 2013/05/07) */ ******, I am very sorry to hear you are dissatisfied with your case & screen protector. We would be happy to provide you with a replacement case & screen protector under warranty (with photos of the case/device damage), or to help you obtain a refund for the original purchase price of your case. We are not able to provide replacements for products we do not manufacture. There can be many factors involved when a device is damaged, and we take your feedback very seriously. Our cases are designed to minimize scratches, and provide added protection to devices. Additionally all of our cases and screen protectors go through rigorous testing and evaluation. For more information about our warranty visit: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html. Please let me know if you have any questions, or if there is anything else I can help with or clarify. Thanks, ****** ****** Consumer Response /* (3000, 7, 2013/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) No need for a replacement issue has been resolved

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Failure to honor a warranty. In October 2011 I purchased a new phone (Motorola Droid 4) and a Otterbox protector. I have dates and receipts but not with at this time. I didn't want to spend the $39.00 for the case but was told that it had a lifetime warranty, so I decided to spend the extra money to have a reasonable assurance that I wouldn't have to waste money of a product that didn't last very long. I also assumed that with a guarantee like that that the product would be better than lower class products. After 2.5 months the product broke through normal wear and tear. This cover comes in two pieces because the Droid has a slide out keyboard and the smaller piece broke at the center of this attachment. With the top cover broken it was impossible for the cover to stay attached to the phone. After doing a little searching to try and find the written guarantee I finally placed a defect report on the web site of Otterbox.com, after another 10 days. I got a quick response that told to take 3 pictures of the defect and write my address on a piece of paper and send it back to them as image attachments. Before I had time to complete these tasks I was written back in an email after about a week saying that the product was no longer in stock by the company and they wished me luck in finding another. AFTER I HAD THE PRODUCT FOR 3 MONTHS. I wrote back saying I did not like the way I was treated and to either refund the money I spent or demanded for them to replace the part, as they promised when I purchased the product. I am not very happy when a company promises to repair or replace a product for a minimum of one year and can say in good faith that they will not honor a warranty with its customers. I am asking for your help to resolve the issue so other people will not be scammed by void promises with the exorbitant prices they charge for their product and to make people aware that a corporation can not get away without honoring the promises they make with customers in order to sell a few more units. I would not have purchased the cover for that price without a guarantee that the product would work as advertised. Thank-you, James Boone

Desired Settlement: Replace the product for a minimum of one year minus the time spent in litigation which has been over a month as they said they would do.

Business Response: Consumer Response /* (450, 6, 2013/01/18) */ I was written back in an email only moments ago that said they were sorry for not having a replacement piece but that they would honor giving us a refund. That could take 6 weeks so they said. I had to use some threatening language to get that. I just hope no one else has to get shammed because they won't take extra measures. I wonder how many people they tell are out of stock and the claim gets dropped. This is not a company I will deal with in the future and will tell everyone I know not to trust them and their jacked up prices. Thanks for your continued help in resolving consumer complaints when the corporations don't listen. We can certainly count on your name to resolve issues. Business Response /* (1000, 12, 2013/01/23) */ *****, I am sorry you have had so much trouble with our Customer Service Department. I have looked into your case and it looks like your refund is processing by our accounting department. Like the agent said, it should take about 4-6 weeks for you to receive the refund check in the mail. I apologize for any inconvenience this case has caused you, but I am glad we can get you taken care of. Please let me know if you have any questions. -***** *********** Customer Service Operations Consumer Response /* (3000, 19, 2013/04/16) */ From: Jimmy Boone Sent: Tuesday, April 16, 2013 11:49 AM To: 'Better Business Bureau' Subject: RE: BBB Complaint Case#46030467(Ref#38-46002195-46030467-13-1100) I would like to reopen this case. Not only did Otterbox dishonor the original complaint to a warranty about replacing any broken parts, and after an original complaint, Otterbox had a written statement saying they would send me refund after six weeks, which I haven't received since January. My trust for this company have gone downhill by their reluctance to honor complaints or honor written statements. The dishonor they have shown towards customers is not good business and I would be curious to know how many warranties they have honored. Please us your full weight to show other consumers that Otterbox does not honor agreements with customers while I may pursue other actions depending on immediate actions on Otterbox part. Thank you, James Boone Cell: (803) 422-7549 Business Response /* (4000, 21, 2013/04/19) */ Hi James, Thank you for contacting us about your refund check. We have done some research and check #26339 from OtterBox was created for you on January 30th, 2013. It was mailed out of our office, but it looks like the check was never cashed. We aren't sure if it got lost in the mail or not, but we are happy to re-issue the refund. Once approved by the bank and our accounting team, the check will be re-issued on Tuesday, April 23rd. It will be mailed out that day by 5pm. Please keep and eye out for this check. If you have any questions, please let me know. I am very sorry to hear about the delay in this process. Sincerely, Julie Langenhorst Consumer Response /* (3000, 19, 2013/04/16) */ From: Jimmy Boone Sent: Tuesday, April 16, 2013 11:49 AM To: 'Better Business Bureau' Subject: RE: BBB Complaint Case#46030467(Ref#38-46002195-46030467-13-1100) I would like to reopen this case. Not only did Otterbox dishonor the original complaint to a warranty about replacing any broken parts, and after an original complaint, Otterbox had a written statement saying they would send me refund after six weeks, which I haven't received since January. My trust for this company have gone downhill by their reluctance to honor complaints or honor written statements. The dishonor they have shown towards customers is not good business and I would be curious to know how many warranties they have honored. Please us your full weight to show other consumers that Otterbox does not honor agreements with customers while I may pursue other actions depending on immediate actions on Otterbox part. Thank you, James Boone Cell: (803) 422-7549 Business Response /* (4000, 21, 2013/04/19) */ Hi James, Thank you for contacting us about your refund check. We have done some research and check #26339 from OtterBox was created for you on January 30th, 2013. It was mailed out of our office, but it looks like the check was never cashed. We aren't sure if it got lost in the mail or not, but we are happy to re-issue the refund. Once approved by the bank and our accounting team, the check will be re-issued on Tuesday, April 23rd. It will be mailed out that day by 5pm. Please keep and eye out for this check. If you have any questions, please let me know. I am very sorry to hear about the delay in this process. Sincerely, Julie Langenhorst Consumer Response /* (450, 29, 2013/05/10) */ I did finally receive a refund for the purchase price. Thank you very much for helping me resolve this issue. I could not have gotten action so quickly or for less trouble without the help of BBB.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Duplicate phone case order - did not receive 2nd case but charged for it. I ordered an otterbox phone case in Feb. 2013 and there was an issue with their site where it looked like it didn't go through so I did it again. Did not realize I had ordered twice until I checked my bank statement. Sent an email to otterbox customer service giving them the duplicate order number 01553920 asking them to cancel it but they supposedly shipped it. I did get the first case and told customer service that when I sent them an email telling them I had not gotten the second one. They say it shows delivered but I only have 1 case. I asked them if they did a driver follow up to verify the address where it was delivered but have not gotten a response. I want either the case I paid for or a refund. It is only $42 but I didn't get what I paid for and they are not responding.

Desired Settlement: I would prefer a refund but would accept the case if they won't refund the money.

Business Response: Business Response /* (1000, 5, 2013/04/25) */ I apologize for the trouble that you had with this order. A refund for the order was issued on April 23rd for $37.31 this is the cost of the case and the applicable taxes. This will go directly to the Credit Card the order was purchased on. A second refund was issued the same day for the amount of $5.53 for the cost of shipping. The shipping refund had to be issued by check. The check has been cut and will be mailed on Friday April 26th. In total you are being refunded $42.84. Please let us know if you have any other questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had two otterboxes for my girls' ipods. Both of them broke and I mailed them in to be fixed or repaired. I have not received anything back at all. On Dec. 12, 2012 I emailed otterbox that both of my boxes were broken. I tried to electronically send pictures and my computer wouldn't let me. ******* ***** told me to send in the product. I did this the end of Dec. Claim # XXXXXXX. I have not received anything on this, no emails, no messages, no otterboxes. I emailed him again the 1st part of April and still nothing. They have had adequate time to repair or replace the otterboxes. I am VERY disappointed in their customer service.

Desired Settlement: I just want 2 new or repaired otterboxes to replace the ones I sent in.

Business Response: Business Response /* (1000, 5, 2013/04/26) */ ******, I am so sorry to hear you had a bad experience with our Customer Service Department. I am more than happy to help you obtain your warranty replacement. Unfortunately the delay you experienced was due to the fact that we did not receive the photos we originally requested of your damaged cases, and there was not a record of receiving your damaged cases via mail. We understand that sometimes things happen, and we are still more than happy to replace your cases for you. I apologize for any confusion, and inconvenience our processes may have caused. Thanks, ****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Refusal to honor warranty because they discontinued product. It's still sold new from their distributors, and claim falls under their warranty terms. Item: ************* Description: Otterbox Defender Series Case for HTC Evo 3D Purchase Location: Purchased New, Sold and Fulfilled by ******.com Purchase Date: 2/13/2013 ******.com Order Number: XXX-XXXXXXX-XXXXXXX Paid: via Visa on ******.com Warranty Period: 1 year from customer purchase date Purchased new on 2/13/2013, sold and fulfilled by ******.com, an authorized distributor for Otter Box. From Otterbox's warranty: "Otter Products, LLC and its affiliated companies worldwide ("OtterBox") warrants our OtterBox products against defects in material or workmanship for a period of one year from the original date of purchase of the product by a consumer (the "Warranty Period"). ... If a material or workmanship defect arises with regard to any OtterBox product, and a valid claim is received within the Warranty Period, OtterBox will (1) repair the OtterBox product using new or refurbished parts or (2) replace the OtterBox product with a new or refurbished OtterBox product." A month and a half after I purchased the product (phone case and belt holster, Otterbox Defender Series, for HTC Evo 3D, product number *************), the belt clip broke off while removing the holster from my belt. I followed the warranty procedures, taking pictures of the case, pointing out the damaged areas, and submitting the pictures along with the original purchase receipt. I was told by Customer Service that they have chosen to discontinue this case, so they will not repair or replace it. Their official solution to me to replace this product that failed due to manufacturing and workmanship, two months after purchase and still 10 months inside of the factory warranty, was that it is still sold online by their distributors, so I can go out and buy another one, at my cost. I replied to the email giving them another opportunity to repair or replace the case, or provide me a refund of my purchase price, provided my shipping address, telephone, and email, and attached the original receipt again to show that I was still well within the original manufacturer's warranty period. Again, they refused to honor the warranty, saying they would neither provide a repair or replacement, nor would they provide a refund.

Desired Settlement: As I have explained to the company representatives via email (who are not named specifically in their emails), I would like any of these solutions -- repair, replacement for same product or product of equal or greater value that works with the HTC Evo 3D phone, or refund -- and will leave it up to the company's discretion.

Business Response: Business Response /* (1000, 5, 2013/04/18) */ ******, I apologize that the warranty process has not gone smoothly for you. We still have Commuter Series cases in stock for your device, I would be more than happy to send this as a warranty replacement as the Defender Series is no longer available. Please let me know if this is a satisfactory option. More information about the commuter series case can be found in the link below. http://www.otterbox.com/HTC-EVO-3D-Commuter-Series-Case/HTC4-EVO3D,default,pd.html

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otter box Armor IPhone 5 case was purchased at **** Store on 3/4/13, water submersible for 30 min & crush proof...after 10 days we had water damage... Purchased otter box Armor IPhone 5 case on 3/4/13 to replace a life proof case that was still waterproof but looked a bit rough. I was told at **** Store that the new Otterbox Armor was even better than Lifeproof case so I paid $99.00 plus tax and bought one. After 9 days of usage, my 19 year old son brought case to me and told me he thought it had caused water damage to his IPhone. He works for a John Deere Industrial Dealership and washes down equipment. Phone was checked out by **** store and did have water damage causing speaker not to work... **** representative contacted Otterbox and they spoke to me...they were willing to replace cell phone case but DO NO* COVER ANY REPLACEMEN* COS*S *O PHONE! When asked if I wanted o go through the steps to get a new case, I told them why would I want another cell phone case from them, IF *HE FIRS* ONE DIDN'* WORK?? I had to purchase a new cell phone for my son...$399 plus tax. *his is a new Otterbox which just became available the first of March at my **** store.

Desired Settlement: I spoke with **** ***** with OtterBox and an e-mail saying that if I provided documentation and packaging & product they would refund me the price of the Otterbox. I did not mention to Mr. *****, however, **** refunded my purchase price on the case in store...immediately! I do feel that while Otterbox has made quality productes in the past...this new design is poor and not waterproof! Otterbox needs to stand behind their product and cover the damage to our cell phone!!!

Business Response: Business Response /* (1000, 5, 2013/03/19) */ ******, Thank you for reaching out to us. I'm sorry to hear your son is experiencing issues with his case and his iPhone was damaged. We take protection of your mobile devices very seriously and we understand how delicate and expensive smart phones can be. Unfortunately there are rare circumstances where a phone can still be damaged while inside a case. In the instructions included with each Armor case, we suggest water testing the case for 30 minutes to ensure there are no issues with the water proof seal. Our warranty just covers the OtterBox itself due to the fact that we are the original manufacturer. Because we do not manufacture smartphones or mobile devices, we cannot replace or warranty these devices. I apologize for the inconvenience and please don'****** hesitate to reach out to our customer service department if we can assist you in the future. Sincerely, ***** Customer Service Operations Consumer Response /* (3000, 7, 2013/03/22) */ From: ****** ****** (mailto:*****@comcast.net) Sent: Friday, March 22, 2013 6:32 AM To: Better Business Bureau Subject: Re: BBB Complaint Case#XXXXXXXX(Ref#REDACT36*****@comcast.net35*****@comcast.net37REDACT) To whom it may concern: The response received from Otterbox is completely unacceptable and therefore I feel, if necessary I can take manners into my own hands by sharing my experience with ALL social & review medias necessary to make other consumers aware of this situation. The choice is up to Otterbox. This manner is unresolved...period! Thanks, ****** ****** Sent from my iPad Business Response /* (4000, 9, 2013/03/28) */ ******, Thank you for reaching out to us again. I do apologize but unfortunately our warranty just covers damage to the OtterBox itself due to the fact that we are the original manufacturer. As you may have already discussed with ******, we can certainly refund you for the case if you feel it has not lived up to your expectations. The refund would have to be issued by check and may take 4-6 weeks to receive in the mail. To proceed with this process we would need the following information: - Photos of the original purchase receipt - Photos of the front and back of the OtterBox case. In the photo please include a piece of paper next to your case with your name and the date. - Your full mailing address Please don'****** hesitate to reach out if you have any additional questions. Sincerely, ***** Customer Service Operations *****@otterbox.com Consumer Response /* (4200, 11, 2013/03/29) */ From: ****** ****** (mailto:*****@comcast.net) Sent: Friday, March 29, 2013 6:35 AM To: Better Business Bureau Subject: Re: BBB Complaint Case#XXXXXXXX(Ref#REDACT36*****@comcast.net35*****@comcast.net39REDACT) Dear *****, I suppose my situation with Otterbox can be best explained like this: I have had 5-6 previous Otterbox cases over the last 5+ years which have been used by my family members. I recently wanted to replace Lifeproof case due to worn appearance (not waterproof issues). I was told at ****** store that the new Otterbox was the BEST and although $20 more expensive than Lifeproof case...I waited a couple of days and returned to purchase newly released Otterbox at purchase price of $99. After following instructions and installing new case my son went to work where he washes equipment. His cell phone was in his pocket, however moisture somehow managed to penetrate case and cause damage to IPhone speakers. I returned to ****** store and informed them and Otterbox was contacted...leading us the the present situation. In short, Otterbox will only refund or replace cell phone case, providing I supply them with extensive paperwork! ****** store obviously values my business more because they immediately refunded my cost of Otterbox case. I guess I feel that buying a waterproof phone case that costs 1/4 of the price of cellphone should provide some insurance against water. It's like paying for car insurance...only to discover that insurance won'****** pay for damage to your car!! In short...I have been a faithful customer of the Otterbox company, only to discover they obviously don'****** care about the consumer! Otterbox...thanks for taking advantage of another consumer!! Sincerely, ****** ****** Sent from my iPhone Business Response /* (-10, 18, 2013/04/22) */ From: ***** ****** (mailto:*****@otterbox.com) Sent: Friday, April 19, 2013 10:41 AM To: ***** Sharf Subject: RE: BBB regarding Case XXXXXXXX - ****** ****** *****, Every Armor series case includes an instruction packet informing customers that the case should be water tested for 30 minutes prior to installing their device. We advise them to use the included instructions as well as view our Installation videos. We include the web address for the Armor Series instruction page where they can view detailed videos on how to perform the water test as well as proper installation of the case. I have attached a copy of the included instruction packet (attached to this email) as well as included the link to the Armor Series instruction page. There is a brief overview of the water test below as well. http://www.otterbox.com/armor-instructions Customers are instructed to inspect the case by opening the case and plugs to visually inspect the seals for debris, any debris found should be cleaned from the seals. The case is then reassembled and submerged to a depth of 6 inches or less for the initial test. They will need to weigh the case down for the test as the case will float without a device installed. After 30 minutes of testing the case is removed from the water source and the exterior of the case must be thoroughly dried. To insure no water has entered the Armor case during the test the case is opened and inspected for any water droplets on the interior. If water is found on the inside of the case after multiple tests they are instructed to contact our customer service department. Please let me know if you have any additional questions. ***** ****** Customer Service Chat Representative P: XXX-XXX-XXXX (855-OTTRBOX) *****@otterbox.com www.otterbox.com

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company has refused to refund sales tax on an item I returned to them for a refund. Order Number:XXXXXXXX. Company states that the sales tax from this order of $2.41 is not refundable. Spoke with a representative from the company, ******, on February 28th after receiving notification that my item was received and would be refunded for the price of the item only and not the PA sales tax. When I asked why the sales tax is not refundable, I was told "the sales tax has already been sent to the state of PA and therefore is no longer available for refund". I find this disbelieving as all sales tax is refundable when an item is returned for refund whether in sate or out of state.

Desired Settlement: I would like to have the sales tax refund of $2.41 refunded to me in full.

Business Response: Business Response /* (1000, 5, 2013/03/07) */ Contact Name and Title: ***** *********** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I apologize for all of the confusion with processing your return. I have spoken with a manager and came up with a detailed breakdown of the refund totals. to clarify, with all order returns we do refund the tax on the original order. So I apologize on behalf of the agent who gave you the wrong information about the PA sales tax. I have looked at your order and you have been refunded for tax. For all RMA's we provide a shipping label to our customers for easy shipping back to the company. With this label we deduct $5.00 from your total amount being refunded. However, it looks like we then credited you a freight refund for $5.18 and tax of 0.32 cents. We then did a credit refund for you for $2.88 cents. So it turns out you are getting more refunded then you should have. The extra $2.42 is part of the shipping label charge and you will be getting a refund for $40.13. I apologize for the confusion and frustration, but hopefully this helps explain your refund. If you have any other questions, please let me know. -***** *********** Consumer Response /* (3000, 7, 2013/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have an email from one of the customer service representatives at otterbox (and it is also stated in the company's computer system)that I would receive free return shipping when using the RMA shipping label. I expect a full refund of $42.54. Thank you for your cooperation and I extect a refund in the full amount. Regards. ****** ****** Consumer Response /* (-5, 9, 2013/03/09) */ Below, please find the email from the representative at ottterbox that states I would receive free return shipping and my original charge for shipping would also be refunded as well. ******, Your order has in fact shipped so we set you up with an RMA so we can initiate a refund for you. We sent a return label to you via email so you can use that when you receive the package. You will be refunded for the price of your case as well as the shipping and with that return label that will have covered the shipping back to us. I am sorry about the inconvenience this has caused. Let us know if there is anything else we can assist you with. Thanks! Customer Service Representative P: (855) XXX-XXXX F:(970) XXX-XXXX www.otterbox.com OtterBox 209 S Meldrum Fort Collins, Co XXXXX Business Response /* (4000, 10, 2013/03/11) */ Hi ******, I am sorry for the confusion about the shipping refund. I went ahead and processed a refund for you $2.42, which also refunded tax so the refund total will be $2.57. A check will be mailed to you within 3-5 weeks for this amount. Please let me know if you have any questions, again sorry for the confusion. Sincerely, -***** *********** Consumer Response /* (4200, 12, 2013/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have an email from one of the customer service representatives at otterbox (and it is also stated in the company's computer system)that I would receive free return shipping when using the RMA shipping label. I expect a full refund of $42.54. Thank you for your cooperation and I extect a refund in the full amount. Regards. ****** ****** 03/08/2013 MS EMAIL Inform Accredited Business of Consumer Rebuttal 03/09/2013 BBB MORE INFO RECEIVED FROM THE CONSUMER : Below, please find the email from the representative at ottterbox that states I would receive free return shipping and my original charge for shipping would also be refunded as well. ******, Your order has in fact shipped so we set you up with an RMA so we can initiate a refund for you. We sent a return label to you via email so you can use that when you receive the package. You will be refunded for the price of your case as well as the shipping and with that return label that will have covered the shipping back to us. I am sorry about the inconvenience this has caused. Let us know if there is anything else we can assist you with. Thanks! So far to date, I have received a check for $31.75. My total order with tax and shipping comes to $42.54. $31.75 + $2.57 (as stated above) is $34.32. The difference is $8.22. I expect the full amount of $42.54 to be refunded. I am not satisfied with this case until I received my full amount in total. Regards. ****** ****** Business Response /* (4000, 14, 2013/03/15) */ Hi ******, I apologize for the delayed response, I have been working with my accounting team to get you the $2.42 refund. It looks like it has already been processed and a check has been cut for you in that amount! It does take about 4-6 weeks for you to receive your refund check in the mail. Again, I apologize for all the confusion, please let me know if you have any questions or if there is anything else I can help you with! Sincerely, ***** *********** Customer Service Operations Business Response /* (4000, 17, 2013/03/15) */ Hi ******, I have reviewed your BBB complaint several times, but do not see a response to the last part of our conversation. Please let me know if you have anymore questions! -***** *********** Customer Service Operations Consumer Response /* (3000, 20, 2013/03/15) */ *****. Please just send me the full amount paid. I do not care how many installments you pay to me as long as they all add up to $42.54, the full amount of my purchase that I was promised by your company. This has gone on for too long already. Let's cooperate and get me the full amount due me as promised by your comapny representatives. So far to date, I have received a check for $31.75. My total order with tax and shipping comes to $42.54. $31.75 + $2.57 (as stated above) is $34.32. The difference is $8.22. I expect the full amount of $42.54 to be refunded. I am not satisfied with this case until I received my full amount in total. Regards. ****** ****** Consumer Response /* (-5, 22, 2013/03/19) */ Email sent to ***** ***** - VP/Dispute Resolution and Operations BBB on 3/19/13 BBB Complaint Case#XXXXXXXX(Ref#REDACT3131*****@otterbox.com3130*****@otterbox.com3132REDACT) From ******** *****@aol.com To ****** *****@wynco.bbb.org Hi *****. I have replied to this on 3/15/13. Awaiting reply from otterbox. As of today, I have received the following amounts from otterbox: $31.75 and $3.06 for a total of $34.81. I am still due $7.73 from the company. Please see my reply on this complaint on the BBB site. Please help me get this resolved ASAP. Thank you for your time and concern. Sincerely, ****** ****** Consumer Response /* (-5, 23, 2013/03/19) */ From: *****@aol.com (mailto:*****@aol.com) Sent: Tuesday, March 19, 2013 2:54 PM To: *****@wynco.bbb.org Subject: BBB Complaint Case#XXXXXXXX(Ref#REDACT3131*****@otterbox.com3130*****@otterbox.com3132REDACT) Hi *****. I have replied to this on 3/15/13. Awaiting reply from otterbox. As of today, I have received teh following amounts from otterbox: $31.75 and $3.06 for a total of $34.81. I am still due $7.73 from the company. Please see my reply on this complaint on the BBB site. Please help me get this resolved ASAP. Business Response /* (4000, 24, 2013/03/20) */ Hi ******, Thank you for being patient with us as your refund checks are processing and getting shipped out. I promise you will get $42.54 back in refunds. I have looked deeper into the situation and there has already been another check processed and mailed for a total of $3.06, you should be receiving this soon. There has also been two more credit refunds created, but have not yet been processed by our accounting department. One of these checks is $5.50 and the other amounts to $2.57 for a total of $8.25, which will add up to your full amount of the original purchase. You should get email confirmations as soon as these checks have been processed with the refund total. They do take 4-6 weeks to receive due to processing time and shipping. I apologize for the inconvenience and confusion, but you will be getting all of your money back as promised. Please let me know if there is anything else I can help you with! -***** Consumer Response /* (4200, 26, 2013/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once I have received payment in full I will accept the proposed resolution. Thank you for your promptness. Sincerely, ****** ****** Consumer Response /* (321, 29, 2013/04/24) */ From: ***** ***** (mailto:*****@wynco.bbb.org) Sent: Wednesday, April 24, 2013 10:40 AM To: '*****@aol.com' Subject: BBB regarding Case XXXXXXXX - Otter Products Dear Mr. ******: Our office is following up with you to ask if you received your refund from the OtterBox. You can email me back or go online to www.bbb.org/h/l to let our office know. Case ID (username): XXXXXXXX Password: ****** Sincerely, ***** ***** - VP Dispute Resolution and Operations Tel: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Toll-free: XXX-XXX-XXXX x121 Email: *****@wynco.bbb.org wynco.bbb.org - Start With Trust BBB Serving Northern Colorado and Wyoming 8020 South County Road 5, Suite 100 Fort Collins, CO XXXXX Consumer Response /* (450, 31, 2013/04/24) */ I have received payment in full. Thank you. ****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ******* wireless sales rep. sold 4 otter boxes stating they were water resistant,and protected the phones from being shattered,shock proof 3 of 4 otter boxes are broken already. when I contacted otterbox they said ******* sold me the cheapest brand and they are not water proof and do not cover the phones if they are shattered. this was not do to misuse. the items are cheaply made and and just fall apart. ******* is not willing to refund said we must go through otterbox. otterbox will only replace the item. I feel ******* represented the product and I would like to return the item with a full refund. We have only had the items for about 2 months at this time.

Desired Settlement: full refund for the boxes.

Business Response: Business Response /* (1000, 5, 2013/03/29) */ ******, I am very sorry you were not given the proper information about the cases when you purchased them. We always try to provide our retailers with the most accurate information possible, and have no intentions of misleading our customers. We do have a great warranty policy, which allows us to replace the case if it is damaged or defective. We would of course be more than happy to replace the cases for you under warranty if you are interested in that. In rare circumstances we can refund the cost of the cases themselves. If you would like to proceed with this refund process we just need a few documents/pieces of information from you. Please provide: 1. Photos of both the front and back of each of the cases. Please provide one photo including all of the cases together, and please write your name and today's date on a piece of paper and set it next to the cases in the photos. 2. A copy of the sales receipt showing each item line, purchase date, and store location/retailer. Once we have these we can proceed with your refund, which will come in the form of a check 4-6 weeks after it is submitted. Thanks, ****** ****** Consumer Response /* (4200, 13, 2013/04/16) */ I am going to send a picture as requested from otter box company to try to receive a refund for all boxes. Thank you Business Response /* (4000, 15, 2013/04/17) */ ******, I would be happy to assist you in obtaining your refund. Please send the requested information to me directly at: *****@otterbox.com . Please include: BBB CASE#: XXXXXXXX in the subject line of the email if possible. As a reminder provide: 1. Photos of both the front and back of each of the cases. Please provide one photo including all of the cases together, and please write your name and today's date on a piece of paper and set it next to the cases in the photos. 2. A copy of the sales receipt showing each item line, purchase date, and store location/retailer. Once we have these we can proceed with your refund, which will come in the form of a check 4-6 weeks after it is submitted. Feel free to email me directly with any questions or concerns. Thanks, ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I used there case n my phone still broke n it was supposed to be protected I dropped my 500$ phone while inside of there case an it still broke

Desired Settlement: A new phone!!!!!

Business Response: Business Response /* (1000, 5, 2013/03/22) */ Contact Name and Title: ***** *********** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, Thank you for reaching out to us. I'm sorry to hear you are experiencing issues with your case and that your iPhone was damaged. We take protection of your mobile devices very seriously and we understand how delicate and expensive smart phones can be. Unfortunately there are rare circumstances where a phone can still be damaged while inside a case. We certainly try our hardest to prevent these occurrences, but there are so many variables that could occur during a fall and we just can't guarantee a phone will never break. Our warranty just covers the OtterBox itself due to the fact that we are the original manufacturer. Because we do not manufacture smartphones or mobile devices, we cannot be sure if the phone was originally sound and free of defects in its original state. We can certainly refund you for the case if you feel it has not lived up to your expectations.Because the purchase was made through a third party retailer, the refund would have to be issued by check and may take 4-6 weeks to receive in the mail. To proceed with this process we would need the following information: - Photos of the original purchase receipt - Photos of the front and back of the OtterBox case - Your full mailing address If you would like to try another case that offers more protection, I'd also be happy to send you a Defender series case under your warranty free of charge. I apologize for the inconveniences this situation has caused and please don't hesitate to reach if you have any additional questions. Sincerely, ***** ***********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Replace rubber case incident #XXXXXXX Otterbox notified on 2/18/13 @ rubber case broken, covered under gaurantee. Complaint with all info and photos & info sent 2/18/13, received by otterbox, incident #XXXXXXX, called and sent message again 2/21/13, went to ****** and they resent info and photos again 3/7/13, called.again from ****** to otterbox 3/21/13. They keep wanting to resent info and photos, never call me back, and never sent replacement part.

Desired Settlement: Replacement of rubber case they have case number

Business Response: Business Response /* (1000, 5, 2013/03/22) */ Contact Name and Title: ***** *********** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I apologize for the delay on your warranty replacement silicone. I looked at both of your incidents and didn't see any photos attached. I understand that you have tried to send them several times, so I have sent out a replacement silicone for you as a one time exception. You will receive an email confirmation of the order and another confirmation as soon as the product leaves our warehouse with a tracking number from FedEx! Please let me know if you have any questions! Enjoy your new case! Sincerely, ***** ***********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: no answer on the phone line when i call. and no e-mail response i bought a defender case or a samsung note 2. the case itself is fine. but after one day the belt clip broke i have tried to call them no answer. I have also left 2 email no response. i recived the product on the 25 of feb 2013. product broke same week starting calling and email on the 21 of feb 2013.

Desired Settlement: i would at least like a replacement case.

Business Response: Business Response /* (1000, 5, 2013/03/07) */ Contact Name and Title: ***** *********** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I am sorry to hear you have not been able to get a hold of us the past week. We have been experiencing a higher call volume than normal, so I do apologize for the inconvenience. I am happy to send out a warranty replacement case for you. We do require proof of purchase or pictures of the damaged the case. I just sent you an email with all of the warranty replacement directions, linked to the first incident you filed with us. Please read those through and send back photos to either the incident, or directly to me at: *****@otterbox.com. As soon as I receive these photos I am happy to send out a replacement case for you! Please let me know if you have any questions. -***** *********** Consumer Response /* (3000, 13, 2013/03/21) */ i tried to email you back but i forgot my info when i tried to get its resent there was a problem...but otter box said they would send me a link to have me send pic of the case to them and purchases info but i never received the link. Business Response /* (4000, 15, 2013/03/22) */ Hi ******, I am sorry you never received the warranty replacement instructions. I have resent the email to your yahoo account, but make sure to check your junk mail folder as well. Here are the instructions again, in case you don't see the email: As part of our standard procedure we require three photos to verify ownership and the need for a replacement: Picture #1: Front of the product; include a piece of paper with your first name, last name and date Picture #2: Back of the product; include a piece of paper with your first name, last name and date Picture #3: Damaged area, clearly indicated; include a piece of paper with your first name, last name and date Please upload images using the following link: http://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-ContactUsContinue?guid= Thank you for your cooperation. Please feel free to contact customer service with any additional questions (www.otterbox.com/contact-us). If you are still having trouble, feel free to email your information and proof of purchase to *****@otterbox.com! Sincerely, *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Won't provide compensation for failing to honor warranty. I purchased an OtterBox case less than a year ago for a Droid 4 (a phone that had on,y released a few months earlier). I wasn't happy about the price but i was assured it included a one-year warranty where they would replace defective cases at their expense. I had the unfortunate necessity to test the warranty promises last fall and was pleased to have my case replaced quickly and easily. Sadly, my case broke again this week. I was frustrated, but not too concerned because it was still within my one-year warranty. After sending them my info and required photos I was informed that my case had been discontinued and that they would not replace it. I then inquired about compensation for failing to uphold the warranty and they said would give me a discount on a new case if I had plans to upgrade my phone. I find this offer to be unacceptable. And especially so since I have no plans to replace my phone within the next 14 months and I have no plans to purchase another OtterBox since they didn't live up to either they're service or quality hype.

Desired Settlement: I would like monetary compensation since in the end I am back where I started before purchasing the case.

Business Response: Business Response /* (1000, 5, 2013/03/19) */ Stephanie, Thank you for reaching out to us. I'm sorry to hear you are experiencing issues with your case. We strive to offer cases for devices for as long as we can, but eventually we have to discontinue some models. If this takes place before the one year warranty period has passed, we can certainly refund you the purchase price for the case. Due to recent system changes, the refund would have to be issued by check and may take 4-6 weeks to receive in the mail. To proceed with this process we would need the following information: - A picture of the front of the product; including a piece of paper with your first name, last name and date - A picture of the back of the product; including a piece of paper with your first name, last name and date - Your full mailing address You may send this information to the representative you have already been working with, or directly to my email and I'd be happy to get you taken care of. Please don't hesitate to reach out if you have any additional questions. Sincerely, Tyler Customer Service Operations tyler.henderson@otterbox.com Consumer Response /* (450, 13, 2013/04/02) */ I'm not sure if it was the BBB complaint or just a delay in response, but a manager approved a full refund. I didn't even need to return my case, they just sent me a check. I am pleased with the result.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otterbox refuses to refund my money for a defective case for a 10 inch samsung tablet. Case was purchased in December 2012 for Samsung 10" tablet. It was defective and the company was contacted in January 2013. A replacement case was mailed that was also defective. The company was contacted again in January 2013 regarding the issue. Otterbox requested that I email them pictures to assist with researching the issue. Afterwards, they mailed another case that was defective with the same issue. I've been trying since February 2013 to obtain a refund. Each time I call and request a refund, the customer service rep indicate they will email me a return mailing label. They indicated once the product has been return, they will credit my credit card. I have not received a mailing label nor will anyone in management return my call. I paid 94.00 dollars for the case. I want a full refund.

Desired Settlement: Full refund.

Business Response: Business Response /* (1000, 5, 2013/03/19) */ Hello ******, Thank you for reaching out to us. I sincerely apologize about the delay in getting your refund processed. It is certainly not typical of how we operate and I will absolutely get you taken care of. There was a bit of confusion in locating your original order number, as we have recently switched fulfillment systems at our warehouse. I have found your original order number in our old system. We will still need to have you return the case back to us to process your refund. I am emailing you a FedEx return shipping label to the email address provided in the BBB contact details. Please let me know if you do not receive this notification within 24 hours. When you are sending the case back, please print out and include this BBB response so I can reference it to finish processing your refund. I apologize for the inconvenience and please don't hesitate to reach out if you have any additional questions. Sincerely, ***** Customer Service Operations *****@otterbox.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Contacted company for a warranty replacement of my iphone 5 defender case 2 months ago. Havent heard from since Had a iphone 5 defender case that the screen mambrane pulled away from the case. I went through otterboxes warranty replacement form to get a new one, sent them pics and everything and havent heard from them since. I purchased this case ($50) mainly because of there warranty replacement policy and now they arent following through

Desired Settlement: I just want the case that I had previously had (Defender Aqua/Mineral Blue) but one that actually works The email that I had been talking to otterbox under was *****@icloud.com

Business Response: Business Response /* (1000, 5, 2013/03/11) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I'm very sorry to hear you are having trouble with your case and getting a hold of OtterBox customer service. I have found your previous incident you filed with us and unfortunately there are no pictures attached to the incident. I have sent you another email with all of the information to send pictures again. To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt If it is easier for you, please send them to *****@otterbox.com and I will take care of them directly. Please feel free to reply to this email if you have any additional questions. Sincerely, ****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otter Box failed to provide valid email address for pictures for damaged case; to uphold warranty. Poor Customer service. Purchased the Defender Otter Box Case in November of 2012. The side of the face plate cracked on 1/3/2013. Contacted Otter Box by phone and had incident XXXXXXX opened. I tried to reply to the email address provided with photos as advised and received an email stating the initial email address was invalid. My spouse called had the official email resent ; she tried to send pictures to the same address provided by Otter Box and got the same response. I paid over $50 for this case. I will not be be purchasing anything from this company again. The process for warranty claims is ridiculous.

Desired Settlement: I want my money back.

Business Response: Business Response /* (1000, 5, 2013/03/11) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I'm very sorry to hear you are having trouble with your case and getting a hold of OtterBox customer service. I have found your pictures with incident XXXXXXX and am having trouble figuring out what kind of phone and case you do have. We do require all warranty photos to have your name and date next to the damaged case so we can see the full product. I am more than happy to send out a replacement as soon as we receive the photos in the correct format. If it is easier for you, please send the photos to *****@otterbox.com and I will take care of the replacement order for you. Please feel free to reply to this email if you have any additional questions. Sincerely, ****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had two orders one going to my home and one to my work. The the that went to my work i received, the one for my home i did not. i had two orders that i placed on Feb 6th, one for iPad mini cases and 1 for iPhone 5 cases. at the time i ordered i realized that i did not need the iPad mini cases because we were going to buy a different tablet for the kids. i called otterbox, at this point no orders shipped and tried to cancel. the rep told me that do to a software upgrade i could not cancel that i must receive the order and than ship it back. the rep agreed to provide me with free return shipping. so i agreed, over two weeks later the iPad cases arrive at my work I called otterbox got an RMA and a FedEx return label. I returned the package and on Feb 27th i received an email telling me my return credit for the ipad mini cases is processing. the problem is that the amount of the credit does not match the original order, the amount that is missing is the refund of the tax $8.53. I've called 3 different times and each time a different rep says no problem ill take care of it but when you call back no one has a clue what your talking about. and I still have not seen the credit applied that they said was due 111.92. I had one rep tell me that the 8.53 will come in a check but the 111.92 will be credited back to my CC- That's order 1 I want my $120.45 back Order 2 was for iPhone 5 cases, I placed this order at the same time as the otter box show that it ship via FedEx and than turned over to USPS but I've never received them. I've contact otterbox on many time about this and have even emailed ****** ********, who at first seemed helpful that stopped be helpful. because I had to wait and so long I had to go and buy case from the local AT&T store. I no longer have any need of this order, not like it matters because I never received it.

Desired Settlement: I would like the refund of the iPad cases in the amount of $120.45 I would like a refund of the never received Iphone cases in the amount of $103.15

Business Response: Business Response /* (1000, 5, 2013/03/15) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I just received your BBB Complaint, so I have a little more insight of what is going on. It looks like you are waiting for refunds for both of your orders. I have confirmed with our accounting department that both of your order refunds have been processed and checks have been cut in the amounts below: Check 1-$111.92 (Order 1) Check 2-$8.53 (tax refund on order 1) Check 3-$98.15 (Order 2) Check 4-$5.00 (shipping label charge refund) You will be receiving 4 checks refunding you for both orders. I apologize for all of the confusion and delays you have had with these order issues, but I hope this clarification will help! Please let me know if you have any more questions or if I can help you with anything else! I have replied this message to your personal email as well so we can get things figured out as soon as possible! Sincerly, ****** ****** Customer Service Operations

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: MY iPhone 4/4S Defender Series Studio Collection Eternality Color: Perennial TORE UP DUE TO MANUFACTURER DEFECT. PURCHASED ITEM LESS THAN 6 MONTHS AGO. IT TORE UP. I CALLED OTTERBOX AND WAS ASKED TO EMAIL PICS. I DID AS SO. THEY PROMISED ME A REPLACEMENT TO SHIPPED DAY OF AND I HAVEN'T RECEIVED IT. NOW I STILL HAVE A DEFECTIVE OTTERBOX AND MY VERY EXPENSIVE IPHONE 4S IS EXPOSED. I HAVE CALLED AND EMAILED WITH NO RESOLUTION AND ONLY TO BE BOUNCED FROM AGENT TO AGENT BEING PROMISED A REPLACEMENT SHIPPED OUT DAY OF ALL CONTACTS.

Desired Settlement: I DEMAND MY iPhone 4/4S Defender Series Studio Collection Eternality Color: Perennial BE SHIPPED OUT TO ME TODAY!

Business Response: Business Response /* (1000, 5, 2013/03/01) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I'm very sorry to hear you are having trouble with your case. We can certainly warranty the case for you, and I am sorry to hear you are having trouble getting a replacement. I checked in our systems and do not have anything on file for you. Did you happen to call under a different name or address? I can also look you up by your phone number, which wasn't listed on this complaint. Once I see the photos attached to your incident, I am happy to send out the replacement case for you immediately. If you want to send the photos again, please follow the instructions below: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. -****** ****** Customer Service Operations Consumer Response /* (3000, 7, 2013/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) IVE ALREADY SENT PHOTOS. THE PHONE NUMBER IS XXXXXXXXXX. Business Response /* (4000, 9, 2013/03/07) */ Hi ******, I have searched for your phone number in our system, and do not see any information on your previous call or any photos. I do apologize for the confusion. Please send your photos directly to me at *****@otterbox.com, and I will get you taken care of right away. Once I see your damaged case I will place an order for you and have it shipped out immediately. Please let me know if you have any questions! Thank you, -****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a damaged Otter box phone case that I have been attempting to get replaced for 3 weeks without any success. I purchased a Otter Box case 5 months ago with the purchase of a new phone. I have used Otter Box products in the past with very good luck but this phone case has been very disappointing. I contacted Otter Box 2 weeks ago with an issue with the phones outer case not staying on the inner case. The Otter Box representative was given all of the request information and supplied with the requested pictures but no warranty replacement was sent. I contact Otter Box back a week later and spoke with a gentleman named Shawn and was instructed to send in more additional pictures, which I did and continued to wait. I contact Otter Box back 4 days latter when I hadn't received any communication from Otter Box to be told that now I needed to rename the pictures that I sent to them. I have now had to purchase a 2nd phone case to protect my phone from the daily use. What I'm the most upset about isn't the fact of the cost of a 2nd case but the hoops that a customer is made to jump through for Otter Box to honor the warranty that they advertise. I have already giving you the serial number on the inside of the case and sent you all of the photos you requested.

Desired Settlement: I expect Otter Box to replace the complete phone case not just the outer case due to the repeated phone calls and time that I have lost jumping through the huddles that Otter Box forces one to do for a warranty replacement.

Business Response: Business Response /* (1000, 5, 2013/03/01) */ Dear ******, I'm sorry to hear you are having issues with your case. Your recent experience with our customer service department is not typical of how we operate and I apologize that the service you received was not up to your expectations. We have recently updated our warranty policies to require photos of damaged cases before we send replacements. We understand these new policies may be an inconvenience, but they truly help us with case quality and fraud prevention (which helps protect our honest customers such as yourself). I'd be more than happy to warranty a full case for you. I have just placed a new order, which you will receive a confirmation email for shortly. You will receive a second confirmation email with tracking information when your order has shipped. Thank you for your business and please reach out if you have any additional questions. Sincerely, ****** Customer Service Operations *****@otterbox.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Company failed to provide notice of ordering delays BEFORE online order was placed and would not provide an email confirmation of order cancellation. I ordered a custom case for my daughter's birthday online. I received an email confirmation of my order a day later. I waited a week and never receive a shipping confirmation. I called the company to get an update. I was told they are changing their ordering process internally and that my order would be processed within "a few days." The service rep informed me that on the website, I should have seen (three times) a "big red banner" indicating my order may be delayed due to this change. Believe me, this warning was not on any page during the order process. My daughter was viewing the web page with me and we never would have placed the order if we'd known it could have taken over a week just to process the order (before even shipping the item). While I was being told this, I went on and simlated the order process. I was able to make it to the checkout page with no indication of any possible delays. There was a warning buried in the website to this effect, but it was on the "Contact Us" page and not within the ordering process. I made my displeasure clear to the customer service rep. She was very apologetic. I made it clear I didn't think a company that charges a premium for their products should have such a breakdown in their procedures. I told her that if the situation wasn't rectified, I would never do business with the company again. She asked what they could do to make it right. I asked that they expedite my shipping (I originally chose free shipping) to make up for the week it took just to process my order. By the way, they sure charged my credit card quickly. The money was charged to my account within 48 hours. There is obviously no problem with this portion of their ordering process. She asked me to hold so she could speak to her manager. After about 5 minutes she returned and told me her manager said they could not alter the order and that I could wait or they would refund my money. At this point, I resigned to the fact that it was a custom color combination case (I could not buy locally)and that I would have to bite the bullet. I made it clear, I would not be doing business with this company after this purchase. My wife was waiting to see my daughters case as she wanted one too. As you can imagine that is not going to happen. I told the rep this and it had no affect on the outcome. I then broke the news to my daughter that her birthday present was still a week and a half or so out and what I had been told by Otterbox. This means she would be waiting 2 1/2 weeks for an iphone case. She verified she never saw the warnings on the web page and that she would have asked for something else knowing there was going to be a delay. My 12 year old daughter even knew this was not good business practice and told me to cancel the order. At my daughter's request, I called back and canceled the order. Once again a different customer service rep was very apologetic and friendly. She told me she had canceled my order. I asked if I would receive a confirmation email verifying my cancellation. She told me I would not receive a cancellation verification email, but she could give me an "otterbox incident number." Finally she had the nerve to tell me I should go out and purchase an Otterbox case locally! So, now it is up to me to check my account to make sure my money gets refunded. When?! Who knows?! I have NO written confirmation that my order was cancelled or that I will be receiving a refund. The only thing I have is their "word" and an internal otterbox tracking number. Because of my dealings with this company, I will now have to dedicate more of my time and be inconvenienced to make sure I do get my money back. My daughter has lost faith in another American business and it's practices. Trust that I will get the word out to family, friends and colleagues how inept this company was during this whole process. My 6 phones & 4 iPads will never wear Otterbox.

Desired Settlement: At this point, the only action that could rectify the situation would be free overnight shipping if I re-ordered the product. It's a shame when a company doesn't put an emphasis on customer service/relations. If you supposedly make quality products and want to earn customer loyalty and repeat business, customers should be treated as valauble commodities. No wonder people are buying inferior products from China and not being loyal to American companies. If they get the same level (non-existent) of customer service, and a somewhat comparable product why would they pay a premium and get treated this way? It's a shame really!

Business Response: Business Response /* (1000, 5, 2013/02/18) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, Thank you for reaching out to us, I am sorry you have had so much trouble with your purchase from OtterBox.com. I have looked into your orders and have got a handle for what is going on. We were having internal system changes and all orders were put on a freeze hold from February 2nd to the 9th. We did have a large banner on our website to notify our customers, however that was taken down before you placed your order on our website on February 10th. Our orders were shipping, it was getting caught up on our order build up that was causing delays. After doing some research on your order, it looks like the product has still shipped and has left our warehouse today. It is estimated to be delivered on 2/26. Your tracking number at FedEx.com is: XXXXXXXXXXXXXXXXXXXX. I know you mentioned you called to cancel the entire order, but it looks one of our Customer Service Agents has refunded you for the entire order since it still shipped. This refund will be coming to you in a check within 3-4 weeks. I have also had our Distribution Center hand pick your mix and match case and they have shipped it out of our warehouse today, at no charge. Your order has been picked and packed and will ship out of our warehouse today. To clarify, you will be getting two mix and match cases and a refund for your original order. I have also sent you two emails of your refunds that have been invoiced from my personal email, so you have proof that this has been completed! Again, I am sorry for all of the inconvenience this has caused you and your daughter. If you have any questions, please let me know, I am happy to help get everything straightened out for you! -****** ****** Customer Service Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My blackberry got damaged by the otterbox defender series that i have bought. I bought otterbox defender series for blackberry 9900 from an authorized store on 10/13/2012 thinking that it would be a great product to protect my phone from scratches and stuff. However, the otterbox did a lot of damages to my phone. After 2 months if using, i opened the case and notice that my phone now has a lot of scratches all over it. Marks from the inside cover of the otterbox which is made if plastic material. I sent numerous emails to customer service but never got a respOnse. I even sent them a picture of the damage but never got a respond. Also, it seems that they blocked my hotmail because i am no longer able to send them emails using my hotmail so i tried sending them an email using my yahoo mail and it went just fine. I bought otterbox because i thought it could take care of my blackberry however, the otterbox was actually the reason for the scratches on my phone. Please BBB, help out a consumer like myself on this one, what they did is false advertisement.

Desired Settlement: All i want from them is to have my blackberry fixed or to compensate me for the damages that they have done to my blackberry.

Business Response: Business Response /* (1000, 5, 2013/02/04) */ ******, Thank you for reaching out to us. I'm sorry to hear you are experiencing issues with your case. We take protection of your mobile devices very seriously and we understand how delicate and expensive smart phones can be. Unfortunately there are rare circumstances where a phone can still be damaged while inside a case. Our warranty just covers the OtterBox itself due to the fact that we are the original manufacturer. Because we do not manufacture smartphones or mobile devices, we cannot be sure if the phone was originally sound and free of defects in its original state. We can certainly refund you for the case if you feel it has not lived up to your expectations. Because the purchase was made through a third party retailer, the refund would have to be issued by check and may take 4-6 weeks to receive in the mail. To proceed with this process I would need you to email me the following information: - Photos of the original purchase receipt - Your full mailing address We apologize for the inconvenience and please reach out if you have any additional questions. Sincerely, ****** ****** *****@otterbox.com Customer Service Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otter box claims to protect from drop my phone fell 3 feet on carpet and the screen smashed the company will no warranty . I purchased the otter box defender series 12/25/12 for my sons phone htc one x as a Christmas present on 1/19/13 he dropped his phone on a carpet floor the screen shattered. I called otter box and was told they do not cover any damage to any product but their box. On the web site it says it protects from drops I think this is very deceiving had I known all of this I would not have bought this product

Desired Settlement: I would like the phone fixed or replaced or at the very least a refund for the otter box

Business Response: Business Response /* (1000, 5, 2013/02/04) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com ******, Thank you for reaching out to us. I'm sorry to hear your son is experiencing issues with his case and her HTC One X phone was damaged. We take protection of your mobile devices very seriously and we understand how delicate and expensive smart phones can be. Unfortunately there are rare circumstances where a phone can still be damaged while inside a case. We certainly try our hardest to prevent these occurrences, but there are so many variables that could occur during a fall and we just can't guarantee a phone will never break. Our warranty just covers the OtterBox itself due to the fact that we are the original manufacturer. Because we do not manufacture smartphones or mobile devices, we cannot be sure if the phone was originally sound and free of defects in its original state. We can certainly refund you for the case if you feel it has not lived up to your expectations.Because the purchase was made through a third party retailer, the refund would have to be issued by check and may take 4-6 weeks to receive in the mail. To proceed with this process we would need the following information: - Photos of the original purchase receipt - Photos of the front and back of the OtterBox case - Your full mailing address I apologize for the inconveniences this situation has caused and please don't hesitate to reach if you have any additional questions. Sincerely, ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Promised 2 day shipping to receive warrantied item faster. I had a defective screen protector for my Samsung Galaxy Note 2 that I called Otterbox about and warrantied. The CSR told me she would upgrade the shipping so I can get it immediately back. She also told me that since they didn't have any screen protectors that she will be sending me the entire case to me with the 2 DAY SHIPPING. After I was told that it would take some time after putting it through the system to look for the shipment 5-7 days after the day I called. Today the 1st of February 2013 I looked through the tracking number and found it through ground shipment. If someone promised you something you'd like to see it through.

Desired Settlement: I would prefer a refund and that is all.

Business Response: Business Response /* (1000, 5, 2013/02/04) */ *****, Thank you for reaching out to us. I'm sorry to hear your recent experience with our customer service department did not live up to your expectations. We absolutely strive to live up to our promises, and I apologize for the miscommunication with regards to the shipping speed of your warranty. I have double checked the tracking information on the warranty that was sent and it appears to have been delivered. If that is not the case please let me know and we'd be happy to send another replacement. I'd also like to offer you a free case of your choice, up to $50.00 on our website at otterbox.com. We value your business as a customer and I'd like to restore your faith in our ability to offer world class service. If you would like to proceed with this solution, please let me know and I'll start the process to mail you the necessary promotional materials. Sincerely, ****** ****** Customer Service Operations Consumer Response /* (3000, 7, 2013/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******, what miscommunication would it be when someone states "Two Day Shipping"? That is just plainly silly! This is not MISCOMMUNICATION but rather the lack of "world class service". I received the case on GROUND SHIPPING and not Two Day Shipping I was told and promised from not just 1 but two CSRs that APPROVAL from someone because they left me on hold for some time. After your response and giving thought to it I am rather disappointed in your response. Rather than owning up to the issue you deflect it and blame it on miscommunication on me (?). I am extremely disappointed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They keep going back & forth with emails but I'm never getting any results.. I place a order with otterbox on 01/13/13 order number XXXXXXXX my case arrived and had a quality control issue where the flap closes where you charge the iPhone was not made correctly and did not stay shut I tried numerous times to contact otterbox by phone with no luck at all I finally filled out a online return form and was giving incident number XXXXXXX and was giving a label to print to ship product back to otterbox but ever since then its been back & forth with emails and I feel as if I am getting no where and it has been several weeks since I sent the defective case back I mean they send the label should they not be able to track there own return shipment seeing how I was giving no way to track it ..

Desired Settlement: I just want my money back I sent back there case and they could even keep the 5 dollar return fee they charge which I think that's kinda odd also but this has been the worst experience of online shopping in my life...

Business Response: Business Response /* (1000, 5, 2013/02/12) */ ******, Thank you for taking the time to reach out to us. I sincerely apologize for the recent experience you've had with your return. The process is generally hassle free and we pride ourselves on offering the best customer service in the business. We have recently transitioned to a new order processing system and some RMAs have unfortunately been lost in transit. I have been unable to locate your return and it has been added to our return tracking list. We will certainly still refund you for the case. The refund will need to be issued by check and may take 4-6 weeks to receive in the mail. We will absolutely do our best to get you refunded as quickly as possible. I will also send you a warranty case free of charge to address the issues of the damaged case you sent back to us. Please don't hesitate to reach out if you have any additional questions, and thank you for your patience as we make the transition to better serve all of our customers in the future. Sincerely, ****** ****** Customer Service Operations *****@otterbox.com

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for 5 items: I only received one item the OTTERBOX for my IPAD2 2 and they refuse to reimburse me after I was told they would. On or about the 12th day of September, 2012 u I purchased 5 items from OTTERBOX : one OTTERBOX for my IPAD2 some carrier for the IPAD2 and three otterboxes for the three IPHONE 4S. I received the one item for my IPAD2. I do not know what the situation is with them. I tried to work with them, offered to send them the box with the slit in the bottom if it, and they declined that idea. They told me to disregard the box. I had two girls at my office when i opened the box, one of them pointed out the slit in the bottom. When I originally opened the box i was expecting to see my five items instead i found one.

Desired Settlement: I want all my money back.

Business Response: Business Response /* (1000, 5, 2013/01/29) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Dear ******, Thank you for contacting us and I am happy to try and help you figure out this situation. It looks like you have contacted us before about the missing products for the original order that was placed in September. I have spoken with our accounting department and it looks like your Pay Pal account was declined after the product had already shipped. So there shouldn't be any charges on your account dating back to September. I am not sure why there would have only been two iPad cases in the box since the FedEx confirmation shows there was a weight of 5 lbs delivered and signed for. In this case, you will need to file a claim with FedEx considering the package was opened. Please let us know if you have any questions. -****** Consumer Response /* (3000, 7, 2013/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept there response because the package was delivered with a slit in the bottom of it and there were not 2 iPad item in there - there was 1. So they didn't even get that information right. Why should I have to set up a claim with FedEx when Outterbox should have insured the package God forbid something happened this isn't my responsibility this Is your car in the garage there responsibility this Is **** that I am responsible they have my money and I have nothing. How is that remotely fair Is any of this. The only one benefitting from this Is your car in the garage Outterbox. There Is a list of complaints on them not warranting their products etc., what a racket they have going on they do this to me imagine them doing this to thousands of other people yearly they are making out like bandits.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I retuned an item to this company and was promised a refund. I still until this day have not received my money back. I purchased an 0tterbox reflex series case for iphone 5 on otterbox.com. I returned the case and was promised refund of 29.95. I paid for the order by credit card on the internet. Order # SOXXXXXXX, Trans date jan 7, 2013. Original order total of 50.02

Desired Settlement: i would like my refund

Business Response: Business Response /* (1000, 5, 2013/02/04) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, Thank you for contacting OtterBox about your refund. I pulled up your RMA# and see that a return has been set up for you, however we have not yet received the returned product in order to process the refund. Do you have a tracking number for the package that you sent back to us? If we can get this number we can process the refund for you, but we will need proof that the case has been sent back and that we have received it. Please let me know if you have any questions! -****** Consumer Response /* (3000, 7, 2013/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The case was returned by the shipping label THEY provided me. If they do not have this number on file, then there's something wrong with this picture. Funny how they will respond to the BBB and not my emails directly. They received my money for an item sent back to them by there chosen method. Consumer Response /* (450, 10, 2013/02/08) */ Thanks to your help they have finally sent me an email saying a refund has been processed. Thanks

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The product packaging says that the otter box is bump proof and it is nit I bought the otter box on January 13 2013 at ******* read the package and it said shock proof so I bought it for my daughters iPhone. We had the otter box on the phone for 1 day and she dropped the phone out of her pocket and the back of the phone cracked. I called otter box customer service and they were not willing to warranty the phone. I think that is false advertisement.

Desired Settlement: Refund

Business Response: Business Response /* (1000, 5, 2013/01/17) */ ****, Thank you for reaching out to us. I'm sorry to hear your daughter is experiencing issues with her case and her iPhone was damaged. We take protection of your mobile devices very seriously and we understand how delicate and expensive smart phones can be. Unfortunately there are rare circumstances where a phone can still be damaged while inside a case. We certainly try our hardest to prevent these occurrences, but there are so many variables that could occur during a fall and we just can't guarantee a phone will never break. Our warranty just covers the OtterBox itself due to the fact that we are the original manufacturer. Because we do not manufacture smartphones or mobile devices, we cannot be sure if the phone was originally sound and free of defects in its original state. We can certainly refund you for the case if you feel it has not lived up to your expectations.Because the purchase was made through a third party retailer, the refund would have to be issued by check and may take 4-6 weeks to receive in the mail. To proceed with this process we would need the following information: - Photos of the original purchase receipt - Photos of the front and back of the OtterBox case - Your full mailing address If you would like to try another case that offers more protection, I'd also be happy to send you a Defender series case under your warranty free of charge. I apologize for the inconveniences this situation has caused and please don't hesitate to reach if you have any additional questions. Sincerely, **************** Customer Service Operations ***************@otterbox.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a otterbox defender case for epic 4g touch that dropped and didnt protect my phone To make this short, I had a otterbox Defender case on my samsung galaxy epic 4g touch. It had dropped and my screen broke. The phone dropped not even 5 feet and it was on a rubberized mat that it dropped so when i seen the screen broken I couldnt believe it. I did call otterbox and they did send me out another case. But I felt that they could do a little bit more. The phone was sent back to ******* wireless (who is ******* insurance provider) the claim number was# XXXXXXXXX this is probably my 5th otter box case due to they keep having problems. But im a firm believe that otterbox will get it right. there agents are very friendly and are helpful! So hence I support the company in that aspect.

Desired Settlement: To be honest, I would like to get the money I paid for my insurance deductable. But I would be happy if otterbox can send me out a defender case for the Galaxy note 2 in black. I-phone 4 defender case in peony pink and dark plum, and A iphone 5 defender case in purple. That would be as close as happy I can be for those 3 otterbox cases( if you do the math im still coming up short but I gotta be Realistic) Hopefully this mishap wont even happen again!

Business Response: Business Response /* (1000, 5, 2013/01/11) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com ******, I'm very sorry to hear you are having trouble with your case and your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Our warranty just covers damage to the Otterbox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. Unfortunately, I will not be able to send you all three of those cases requested. We can only warranty the same exact case that was damaged. If you are still within the one year warranty, we can refund the purchase price of your case if you would like. To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. -****** Consumer Response /* (3000, 7, 2013/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont have the receipt. If u were to contact ****** its on file that i called and made a claim and that a otterbox was on the phone itselff.. All the cases i requested would cost otterbox pennies ob the dollar. I oaid over 100 for a new phone and i think this is hogwash Consumer Response /* (3000, 10, 2013/01/15) */ At this point id just take a otterbox defender case for a galaxy note 2 in black. I dont want to deal with this anymore . Im getting out.of the old phone seeing my experoence with the otterbox and the phone! Business Response /* (4000, 12, 2013/01/16) */ ******, Normally we do not send a different case then the original one you do have, however I will make a one time exception for you and send out a Samsung Galaxy Note 2 case. I will still need photos of your damaged Epic 4G Touch case as proof of purchase in order to process this claim. Please take 3 photos of the case, one of the front, back, and a close up to damage. Also, please take them with your case on a white piece of paper with your name and date on it, so we know they are your photos. Once I receive these photos, I am more than happy to send out a Note 2 case in black for you. Please let me know if you have any questions. -******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Company Refuses to approve warranty due to lack of camera I currently have a Samsung Galaxy S3 Commuter Series Case in color BLack. The case does not snugly fit onto my phone. It is very lose and I cannot get it to hold tight. I waited on Customer Service for 30 minutes and was told they cannot provide me warranty because I do not have a camera. This is absurd, I should not be denied warranty because I do not have a camera to take a picture. I am very unhappy and frustrated with this company. I advise readers to go somewhere else.

Desired Settlement: Replacement case with no further delays. I have wasted too much time and effort on this company.

Business Response: Business Response /* (1000, 5, 2013/01/11) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com ******, I'm very sorry to hear you are having trouble with your case and that you had a difficult time getting a hold of our customer service department. We do require proof of purchase for any warranty replacement. In this situation, please use the camera on your Samsung Galaxy S3 phone to take pictures of the damage to the case. As soon as we receive these photos, I would be more than happy to send out a brand new case for you at no charge. If you are unhappy with the case we can certainly refund the purchase price of your case if you would like instead. For this, we will need photos of the case and a copy of the receipt. To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. Consumer Response /* (3000, 7, 2013/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My son took his phone back to college. i still have the case at home. If i say i dont have a camera, then i dont. Im not an idiot. Business Response /* (4000, 9, 2013/01/15) */ ******, I will make a one time exception for you and send out a warranty replacement case. However in the future, if anything happens to the case within the one year warranty we will require photos of the damage to the case. I have placed an order for your Samsung Galaxy S3 commuter case in black. It takes about 2-3 days for processing time and then about 7-10 business days for shipping. You will receive an email confirmation as soon as it does leave the warehouse with a tracking number from FedEx. Please let me know if you have any other questions. -******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signal weaker after putting on Otterbox defender series camo Ap pink on iphone 4 I am not satisfied with my otterbox defender series camo in AP pink. Every time I put on the case, my signal seems to become weaker. Wasted a lot of time sending the company pictures and requested info but no response or confirmation of receiving anything. I am tired of the customer service and treatment I am getting. Haven't received an email response for 6 days so far. Still awaiting confirmation if I can even receive a replacement. I will try another company in the future if this cannot be resolved.

Desired Settlement: Replacement Otterbox Defender Series Camo in AP pink with peony pink shell. (orignal product I have)

Business Response: Business Response /* (1000, 5, 2013/01/08) */ ******, I sincerely apologize for the delay. Your experience with our Customer Service department is certainly not typical of how we operate. I'd be happy to replace your case for you under your warranty. I have just ordered your replacement case. You will receive a confirmation email shortly with your order number. Once the case ships a second email with your FedEx tracking number will be sent to your inbox. We greatly appreciate your business and I hope the new case resolves the issues you are experiencing. If you have any additional questions don't hesitate to reach out to us by phone or email. Sincerely, ****** ****** Customer Service Operations *****@otterbox.com OtterBox Customer Service XXX-XXX-XXXX Consumer Response /* (3000, 7, 2013/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The iphone 4 Defender Series AP Pink camo case was ordered. However, I do not see the order for the peony pink inner shell on the invoice. Business Response /* (4000, 9, 2013/01/11) */ Hi Carson, I apologize for the confusion, we don't have the ability to mix and match the AP camo case since it does come with a white hard shell. Sometimes stores mix and match colors, but we can only warranty the exact color combinations we sell on our website. However, I am going to help you this time and send out a pink hard shell for your iPhone 4, so you can mix and match the pink hard shell and the AP Camo. It looks like your first order has already shipped and is estimated to arrive Monday January, 14th. Your tracking number is: XXXXXXXXXXXX at FedEx.com. You will receive another email confirmation for the order that I just placed for you and another tracking number as soon as it leaves our warehouse. Please let me know if you have any other questions! Enjoy your new case.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned a product and did not receive the promised refund. I purchased an iPhone Otterbox case on September 22, 2012. I returned it through the website following their procedures within the return period. On December 4 I received a credit memo from Otterbox stating they had credited my PayPal $31.75. I never received that credit through PayPal. I called Otterbox 3 times and every time I called I was told something different. I called PayPal and they had no record of a credit. Finally Otterbox called me back to say they had issued a refund check in the mail. I received that check today and it is for $29.95. I already was getting a refund much less than what I originally paid (they charged me for shipping both ways and refunded me half the sales tax I originally paid!!!!!) and then they don't even refund me the full amount they told me I was due. I don't appreciate a company stealing from me and I'm very upset about this.

Desired Settlement: I want the full $31.75 refunded as I was promised. Ideally I would like my full purchase price refunded for the hassle (which was $42.15).

Business Response: Business Response /* (1000, 5, 2012/12/31) */ ******, Thank you for taking the time to reach out to us. We sincerely apologize about the mix up with your order and refund. I have spoken to ****** ********, our Customer Service social media representative, and it sounds like he was able to get you taken care of with the full refund amount. If you have any questions or need anything in the future, please don't hesitate to reach out to us. We greatly appreciate your business. Sincerely, ****** ****** Customer Service Operations *****@otterbox.com Consumer Response /* (3000, 7, 2013/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Otterbox told me they would send me a gift card to a restaurant or a Visa gift card instead of refunding the full amount as I requested. I was told the reason why I was sent a partial refund check was because their accounting department "chose to keep the sales tax" from my purchase. This is not legal. I have not received any gift card yet but I am troubled that they seem to think it's acceptable to keep sales tax on purchases when the purchase was returned. Consumer Response /* (450, 10, 2013/01/03) */ I would like to add that I'm very pleased with the response I received from ****** ********. He listened and did his best to discover the problem. I did receive a gift card from Otterbox today as ****** promised and have now gotten all of my money returned. I'm still shocked at the accounting practices and question their legality, but as far as my complaint that I could not obtain a response or collect my refund, that has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/31/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Outter Defender Protection Cover is defective. Outter stalling in granting my replacement. I purchased an, Outter Defender Protection Cover for my Cell Phone. I was told I had a 1 yr warranty from defects or workmanship, and to contact Outter for a Free Replacement. I contacted them, and provided them with pictures with description of my problem, and a paper with my name and date I contacted them, per their request. They are saying I did NOT provide what they requested. I have sent another set of pictures, with the same as before. They seem like they don't want to honor their commitment for replacement.

Desired Settlement: I want them to honor my FREE replacement of the Cell Cover I purchased. It's defective and did not last 2 months.

Business Response: Business Response /* (1000, 5, 2012/12/18) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, Thank you for contacting us, it looks like we did receive all of the information needed to complete your warranty claim. An order was placed for you yesterday for a replacement Samsung Galaxy S3 case. It normally takes up to 72 hours for processing time and then 7-10 business days for shipping. As soon as it does leave our warehouse you will receive a tracking number from FedEx.com, so please keep your eye out for that email. Here is your sales order confirmation number: SOXXXXXXX. If you have any questions, please let me know. -******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Otterbox cases damaged my phones lowering there trade in value I purchased 2 Otterbox Defender cases for my Iphone 4 phones and it damaged the glass on the front of the phones and messed up the top of one phone and we had followed all recommend practices for use of their product. This damage dramatically lowered the value of the phones when we went to trade them in for new phones. I contacted Otterbox and they said they would not do anything about it that they only warrantied the case not the damage caused by their product. They should be liable since we followed their care instructions and their product damaged my phones and cost me money.

Desired Settlement: I would like a full refund for 2 Otterbox Defender cases

Business Response: Business Response /* (1000, 5, 2012/12/20) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I'm very sorry to hear you are having trouble with your case and your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Our warranty just covers damage to the Otterbox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. We can certainly refund the purchase price of your cases if you would instead. To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership for both cases * A photo of your original purchase receipt for both cases (Must be in the one year warranty) Once I get this information I would be happy to send you full refund for both cases. Please feel free to reply to this email if you have any additional questions. -******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Otterbox's salesperson told us that the company would pay for repairs if a phone was broken while using their product. My son got an iPhone 4s, and we were told by ****** at ******************, WI that if we got the Otterbox Defender, and the phone broke, it would be replaced by the manufacturer, Otterbox. He 'proved' how good the case is by dropping his own iPhone from over his head onto a tile floor. We would never have purchased a $50 case if we had known that there was nothing backing up the product, and we had been informed by the salesperson that Otterbox would guarantee it's product. I went online today, after my son's phone was bumped from his hand and the back shattered, as well as the Otterbox breaking, and had a conversation with "****", one of the customer service reps. While sympathetic, he said that no one should have said that the case warranty covered the phone. At no time was he interested in performing customer service, or telling me anything but, "sorry about that." He also did say that the salesperson had to undergo thorough training from Otterbox, but he shouldn't have told us about the refund policy.

Desired Settlement: I would like Otterbox to honor the commitment made by their salesperson who told us that the phone repairs would be covered by Otterbox. The cost of the repair is $49, since we purchased AppleCare. We would also like the defective case, which broke on contact, replaced.

Business Response: Business Response /* (1000, 5, 2012/11/29) */ ******, I'm very sorry to hear you are having trouble with your case and your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Like ****** said, our warranty just covers damage to the Otterbox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. I am more than happy to replace the damaged case for you at no charge Or I can offer you a refund of purchase price of the case (49.95). To do either one we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. ****** Consumer Response /* (3000, 7, 2012/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have had this Otterbox for months. I have no idea where the receipt is. My guess is that it is in a landfill or recycling center somewhere. I can send you photos of the phone and the case, however. Business Response /* (4000, 9, 2012/12/05) */ Hi ******, Thank you for your response, I want to help you get this taken care of. I would be more than happy to send out a replacement case for your iPhone if you can send us some photos of the case for proof of purchase. Unfortunately, our accounting department will not approve any refunds without a receipt, so our best option is to get you a brand new case at no charge. Please provide this information so we can get this replacement case out to you as soon as possible: * We require photos of both the front and back of the case simply as proof of ownership. Please place on a piece of paper with your name and date next to it. If you have any questions, please let me know. -****** Consumer Response /* (4200, 11, 2012/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry, but there is not response for "need more information". Where do I send photos? Once I know that, I can get them to you. Also, I really think that you need to educate those who sell your products. I have talked to four people who have Otterboxes, and three of the four thought that your warranty covered the repairs to the phone, also. It sounds to me like this is a fairly wide-spread problem that you are facing. Business Response /* (4000, 13, 2012/12/18) */ ******, Please send the photos of your damaged case with your name and date next to it to *****@otterbox.com. Also include your name, email, phone number, and shipping address in the email. Once I get this information I can send out a full case replacement for you at no charge. Let me know if you have any questions. I appreciate your feedback about our warranty policy. However, our policy is clearly stated on our website as well as in all of our boxes with our product. I apologize you were given the wrong information from a sales representative, but I do have to follow our warranty policy our company has stated. Please let me know if you have any questions.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have not received my replacement case. I contacted the company due to my existing case deteriorating. They needed a list of information, including pictures of the case, which I sent to them back in September. I followed up with them twice and have still not heard back with them regarding the replacement case.

Desired Settlement: I would like a replacement case.

Business Response: Business Response /* (1000, 5, 2012/11/27) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, I want to help you get your case replacement shipped out to you. It looks like the person who was helping you before, no longer works for the company, so I apologize for the delay. I do see that you sent in all of the information needed to process a warranty claim. However, I am having trouble figuring out which color combination you are needing, because I see dark blue and teal. I can send a light blue/dark blue defender or a light teal/dark teal defender case. Please let me know which one you would like and I will get that mailed out to you. Let me know if you have any questions. -****** Consumer Response /* (450, 15, 2012/12/11) */ The company got back to me right away and sent out a replacement. Thank you!

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Blackberry 9360 defender series case damaged my phone. I have a blackberry curve 9360 that is 3 months old. I bought an otterbox defender series case because I want to protect the phone. I took the case of to change the ad card inside and notices that the outer shell of the phone is damaged at every edge from the defender series case does not fit properly. I have pictures to back this up. I sent them to otterbox and they sent me a new case. This case is just as bad. I continually email otterbox about this and they no longer reply to me. I didn't want a new case. I told them that right away. I wante the phone fixed. They said nothing to acknowledge that the phone was damaged they just said send them pictures of the case

Desired Settlement: I want the amount that it going to cost me to get the phone fixed. The entire outer shell of the phone needs to be replaced. It is a brand new phone and the otterbox case wrecked it. A replacement case is not acceptable. I have had 2 other otterbox defender cases on older blackberry a and when it was time to get a new phone they came out looking perfect. I was lulled into a false sense of security when I bought the case this time. What was promised, was not delivered. I deserve compensation.

Business Response: Business Response /* (1000, 5, 2012/11/20) */ ******, Thank you for reaching out to us. I'm sorry to hear you are having trouble with your case. While uncommon, there are rare instances where a case may not fit properly. We do our absolute best to make sure our quality is the best it can be. In the event there is a manufacturing defect we can certainly replace the case, but the warranty just covers damage to the OtterBox itself. Unfortunately our warranty does not cover any electronic device. If you would like we can certainly replace your original case again free of charge. We can also send you an iPod Touch 5th Generation case of your choice, as you requested in your original incident. If you would like to proceed with this option please send the following so I may get you taken care of, and don't hesitate to reach out to us with any further questions. - Which series iPod Touch 5th Generation case you would like - Which color Sincerely, ****** Customer Service Operations OtterBox Consumer Response /* (3000, 9, 2012/11/21) */ Ok. I have looked an will take the defender series **** (green) case. Business Response /* (4000, 11, 2012/11/27) */ ******, Thank you for the requested information. I just ordered your replacement Blackberry case. You will receive a confirmation email when your order has shipped. The iPod touch 5th Generation cases have not launched yet, so we do not yet have inventory available. I have already set up the order for your iPod case though, and once it becomes available we will send it your way. If you would like to be notified of when they become available, please use the link listed below. Thank you for your business and please let me know if I am able to further assist you. http://www.otterbox.com/iPod-touch-5g-Defender-Series-Case/apl2-ipod-touch-5g,default,pd.html?dwvar_apl2-ipod-touch-5g_color=J1&start=2&cgid=ipod-touch-5th-generation-cases Sincerely, ****** Customer Service Operations Consumer Response /* (3000, 13, 2012/11/28) */ I received a shipping confirmation that only shows me that you are shipping me the blackberry case. Please let me know if the iPod touch 5 case will be in the package or shipped separately. Thank you. Consumer Response /* (3000, 16, 2012/11/30) */ It's been over a week with no response to questions directed to otterbox. I am unsure of what's goin on at this point. I have only received a notification that I will be receiving an otterbox case for my blackberry. There has been no word on when the iPod touch 5 case will be sent out. I wish there was better communication at this point. Business Response /* (4000, 19, 2012/11/30) */ Mark, The iPod touch case will ship separately from the BlackBerry case. You will receive a separate shipping notification once the iPod touch case has shipped, along with tracking information. Please reach out to me if you have any additional questions and have a wonderful weekend! Sincerely, ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/3/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought the Otterbox Defender because it was advertised that it would protect my cell phone even if it falls from two stories high. However, I dropped my phone, which was about only 5 feet from the ground and the screen shattered on my Iphone 4s. I contacted otterbox to see what could be done about my phone and they told me that they were not responsible because they don't know if my story was legit. I informed that sales representative that I would not drop my phone on purpose and that their advertisement states that the otterbox would protect my phone from nearly anything. I mentioned to them that I was mislead because my phone screen is now shattered. He told me that there was nothing that they can do and they are not responsible for my phone. He informed that the are only responsible if something happened to their otterbox case. I tried to tell him that they advertise that if I have an otterbox on my phone that it would be protected from falls. Once again he apologized and told me that otterbox is not responsible for damages to my Iphone 4s. Product_Or_Service: Wireless Touch

Desired Settlement: DesiredSettlementID: Replacement I would like Otterbox to replace my Iphone 4s since I believe that I was mislead on their product.

Business Response: Business Response /* (1000, 5, 2012/11/08) */ ******, I'm very sorry to hear you are having trouble with your case and your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Our warranty just covers damage to the OtterBox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. We can certainly refund the purchase price of your case if you would like. To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. -******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the reaponse from the company because the refund they offer me for my case will help me pay for a replacement screen for my phone..

Consumer Response: Hello I was told by otter that I could send them pictures of the their product. However they did not provided me an email address on where to send them. Here are the pictures.. I hope you guys could forward them to the company for my refund.. Case number# ********

Thank you
**** ******* (******* - Otter Box Pictures Cmpl 

Business Response: ****,
Thank you for sending all of the information needed to submit your refund. I went ahead and sent all of your information to my accounting department, who will approve the request, and then mail you a check for the purchase price of the case $49.99 (does not cover taxes). You should receive this in the mail in 3-4 weeks and an email confirmation as soon as the credit memo has been processed.

Again I apologize for the damage to your phone and hope this refund will help with the cost of fixing your phone. If you have any questions, please let me know.

-*****

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Nov 5, 2012 I contacted Outterbox on their online Contact US...An email was sent regarding an issue with the phone case. On Nov 5, 2012 I contacted Outterbox on their online Contact US...An email was sent regarding an issue with the phone case. I got an email back the same day indicating what needed to be done an order to have case replaced. They reuqested pictures and to respond to this *****@otterbox.com An email was sent the same day i received the email. emailed again on Nov 8, 2012 stating this was the second emailed i have sent since i didnt receive a reply. I received a email on Nov 8 saying no pictures were received to send it to email : *****@otterbox.com. this was emailed again on Nov 8 and Nov 9 and again on Nov 12. NO REPLY . Waiting on a response since then. Would really want to have the case replaced ASAP...

Desired Settlement: Want to have the case replaced ASAP.

Business Response: Business Response /* (1000, 5, 2012/11/14) */ ******, I am sorry for the trouble you have had contacting our Customer Service Department. It does look like *************** received your photos and placed an order for a replacement case on November 12th. It has left our warehouse and the estimated delivery date is November 21st. Your tracking number at FedEx.com is:XXXXXXXXXXXXXXXXXXXXXX. If you have any other questions, please let me know. Enjoy the new case as soon as it arrives.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My phone case broke, and i would like the guarantee of a new one. Hi guys, I bought a White and Purple Otter Box for my Iphone4s, and its broken. Did not hold up my phone very well, the whole plastic part on the bottom is broken off. If you could send me one back to replace it that would be great! Thanks :)

Desired Settlement: With you replacing my phone case, this will make me happy!

Business Response: Business Response /* (1000, 5, 2012/11/06) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@otterbox.com Hi ******, We love helping our OtterBox customers and would be happy to send a replacement to you under warranty. To process your warranty replacement as quickly as possible, please reply to this email with a few photos using the following guidelines: Photo: Please include three photos: the front, the back, and the damage to the product. Please clearly indicate the damage to your case in the picture. Please include a piece of paper with your name and today's date written on it in the photos, next to the damaged case. The pictures should be attached to the email, not pasted into the body of the email. In the body of the email please include: Name Shipping Address (For outside the USA please provide a postal code and a physical/street address as we are not able to ship to boxes) Phone Number Device Case Series (Defender, Commuter, Reflex, or Impact) Color of Case Vendor Code (located on the inside of the case, usually starting with a 6 or 7) Where you purchased the case When you purchased the case Your phone carrier Please feel free to reply to this email if you have any additional questions. Thank You! -******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to cancel my pre-ordered iPhone5 cases bit they were still shipped and I have to pay the shipping to ship them back. Since I did not want to wait for the cases when they are in pre-order status. I called the customer service to cancel the order. My credit card was still charged and I called the company again to make complaint. The representative told me they will take them back. However when I received the cases and called them again. They just emailed me the RMA number and I have to pay the return shipping for their mistakes???

Desired Settlement: Pay my return shipping fee and all the time/troubles to deal with them and return the cases.

Business Response: Business Response /* (1000, 5, 2012/10/05) */ ******, I apologize for the inconvenience and the trouble you went through trying to cancel your order. I would be happy to take care of you and send a free shipping label so you can get those cases back to us and we can process a return. I will also refund the shipping costs you were charged the first time when you placed the order. I will need the following information from you, so I can email you the return label as soon as possible! -Original Sales Order Number -Email address- I will be emailing you a copy of the return label -Street Address & phone number -RMA # Please copy *****@otterbox.com on the email, so I can take care of you sooner. Let me know if you have any questions. -******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new apple iphone 4S and Otter Box Reflex series case for the iphone 4S on 9-23-2012. On XX-XX-XXXX iphone smashed like it had no case. On 9-23-2012 I purchased a new iphone 4s from AT&T and a new Otter Box gunmetal reflex series for my iphone 4s. It was suppose to protect my phone at least somewhat for $40. It did nothing!!! I dropped my iphone in a firedrill on October 15, 2012 (I work at elementary school) and it smashed the screen into shards of glass like it has no protective case at all. No case at all would have been they same as this product. This product was made and sold to me to protect my iphone 4S and it did nothing!!!! the company offered me another case, but the case is fine its my iphone that is smashed!!!

Desired Settlement: I want $200 for a new iphone 4s that was suppose to be protected by Otter Box protective case that did nothing!!

Business Response: Business Response /* (1000, 5, 2012/10/17) */ *********, I'm very sorry to hear you are having trouble with your case and that your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Our warranty just covers damage to the Otterbox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. We can certainly refund the purchase price of your case if you would like. To do so, we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. Consumer Response /* (3000, 7, 2012/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) the case is fine, it is the iphone inside the case that is shattered because the case did nothing at all to protect its contents. It was not dropped from more than 2 feet high onto steps, your product should be removed from the market as protective or just advertised as cosmetic because it did nothing at all to protect my iphone. I has wasted money on your product which in turn has casued me to loose $200 for another new iphone Business Response /* (4000, 9, 2012/10/24) */ ******, Again, I do apologize for the inconvenience this has caused you. However, I still cannot replace your damaged iPhone. Our warranty policy does not cover any damaged phones, it only covers our product itself. As I mentioned before, I would be happy to send you a refund check for the cost ($40.00) of the case. I know you said your case was not damaged, but I would be happy to upgrade you to the defender case at no charge($49.95), which will completely enclose the whole phone with an added two layers of protection. If you would like to go with this option, I will need the following: Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a black case and got pink by mistake, Otterbox would not respond to emails and I couldn't talk on phone or otherwise due to health issues/ I almost forgot about this until I tried to make a warranty claim on a Defender case for my iPad2, and got no response from Otterbox. They sent me several emails requesting for 3 photos of my case) I replied 3 times with photos attached as requested and received no response. I called them and was able to get the issue resolved promptly without incident. While speaking to the representative on the phone, I inquired about my previous purchase from them for a black Defender case for my iPhone 4 where they sent me a pink Defender case by mistake. She abruptly said it was too late to do anything on that issue. I realize that, but I live alone and had a severe throat infection when I ordered the Case for the iPhone 4 and was unable to speak on the phone or otherwise and eventually gave up on them. So this tells me that Otterbox is so greedy that they will use a technicality and/or handicap as an excuse to not fix their error. I guess when a company gets so big (like AT&T or Verizon) they don't care about the individual customer anymore. The representative strongly implied that I was lying in not so many words stating that I ordered pink and not black. Why would I order a pink case? I'm a straight single guy who is extremely careful about and reads everything thoroughly before clicking on it. I am not color blind. This is what I do for a living. I have over 50 different passwords for different things on the internet etc. (none are saved) I have made one typo in the past 2 years. Can you say that?

Desired Settlement: All I want is for them to allow me to sent them, just the pink inside plastic portion of the case (I will keep the existing rubber part since they are obviously pinching pennies here) and replace it with a black one like I ordered originally. If they don't resolve this issue, I will launch a website and message boards for unhappy customers of Otterbox which will be on the first page of Google when someone searches for "Otterbox". It won't cost me a penny, this is what I do for a living, I own a web hosting company.

Business Response: Business Response /* (1000, 5, 2012/10/29) */ ******, I apologize for the troubles you have been experiencing with our warranty process, and the delay in getting you the correct replacement for your iPhone 4 Defender. We pride ourselves in offering world class customer service and your experiences are certainly not typical of how we operate. There are times unfortunately where the system we use to process warranty claims has trouble letting photos through in an email. We are working to correct this issue so we can ensure an excellent experience for all customers in the future. I'd be more than happy to send you the correct black Defender case for your iPhone 4. It will be shipped today via FedEx, and you will receive a confirmation email with tracking information once it is picked up. I apologize for any inconvenience and please reach out to us if you need anything in the future. Sincerely, ****** ****** Customer Service Operations P: XXX-XXX-XXXX *****@otterbox.com www.otterbox.com

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
If I recieve the replacement they are sending it is resolved. I already ecieved an email with tracking number and am awaiting the shipment.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/1/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted otterbox to get my case replaced, and have not had a satisfied response. First actual response i received was in french. I contacted otterbox to have my iphone 5 otterbox defender case replaced and have not got a satisfied response. The response I got was in french which was highly offensive. I have submitted the picture and my address name and telephone number. I would like my iphone 5 otterbox defender BLACK case replaced asap!

Desired Settlement: i want a black otterbox iphone 5 defender case replaced!

Business Response: Business Response /* (1000, 5, 2012/10/30) */ Hi ******, I am very sorry to hear you had such a hard time filing a warranty claim. I do apologize for the inconvenience of an email response in French, we do try to accommodate all of our customers and this response was mistakenly sent to you. However, I did see your picture of your damaged case and I went ahead and placed an order for a replacement iPhone 5 defender case in black. Our warranty policy only does cover the exact same style and color, but I went ahead and switched it to black for you this time. You should receive an email confirmation with your Sales Order # and you will receive another email with your tracking number from Fedex. You should receive your replacement case within 5-7 business days. Please let me know if I can help you with anything else! Sincerely, ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a warranty claim with otterbox, sent the picture, was told that they would send me a new one, then backed out and refused! I filed a warranty claim for my pink and white iphone 5 otterbox! The case has been replaced 2x through best buy and they will not replace it a 3rd time, best buy told me to contact otterbox and that they will replace it. I went online, filed a claim, and sent the pictures that needed to be sent. I was contacted and was told they would replace the case, then they backed out on their honor and said they would not.

Desired Settlement: I want a pink and white iphone 5 otterbox defender case!

Business Response: Business Response /* (1000, 5, 2012/10/22) */ ******, I apologize for the delay. I have received the photos of your case and we'd be happy to get you a replacement. Please allow 2-3 business days for your request to fulfill at the warehouse and an additional 1-2 weeks for delivery to you. You will receive a confirmation email when your order has shipped. Thank you for your business and please let me know if I am able to further assist you. Sincerely, ****** ****** Customer Service Operations

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Problem with an OtterBox Defender Series for iPhone 5 - Retail Packaging - Black I purchased an Otterbox Defender Series Black case for iphone5 via ******.com, well I put this product on my brand new iphone5 and now there is a small box on my phone that the screen is ruined and now has a rainbow hue on it from the screen part of your case, Now I contacted your customer service about this and they referred me to ******, ****** has assured me that this is Otterbox's problem, and I agree! Not only should this case be refunded to me, which I paid $49.95 for, I think you should be responsible for purchasing a new iphone5 which now that I dont have an upgrade I have to pay $650 for a new phone, I originally paid $211.99 plus $49.95 for the case which ruined my screen on my brand new phone, Now I contacted your customer service and received ignorant responses and they where unwilling to help, I originally just was okay with the $49.95 refund and the $211.99 purchase price of my phone refunded but now I want full replacement value, which is $650 plus $49.95, my incident number was INCIDENT: XXXXXXX

Desired Settlement: I am seeking a refund of $49.95 for the case and $650 for replacement price of my damaged iphone and also not to mention these phones are now over a month back ordered, I was also willing to gladly send the case so it could be examined to see why it ruined my screen?

Business Response: Business Response /* (1000, 5, 2012/10/03) */ ******, I'm very sorry to hear you are having trouble with your case and that your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Our warranty only covers damage to the Otterbox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. We can certainly replace the case at no charge or refund the purchase price of your case ($49.95). To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt from ****** Please feel free to reply to this email if you have any additional questions. -****** Consumer Response /* (3000, 7, 2012/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Listen I think we are on two different pages here, I put the case on the phone and something either in the material/screen chemical makeup or something damaged my phone, I am not willing to accept this reponse, The phone was not at all hit or anything like this, It was like a chemical reaction occured between the phone and the screen protector when they touched, damaging the screen, I am willing to accept at the minimum, the $49.95 cash/check refund for the case but also the $211.99 purchase price for the iPhone which was damaged because of your case! Business Response /* (4000, 9, 2012/10/05) */ ******, I understand your frustration with your broken phone and I definitely want to help with the situation. The screen being damaged with chemical makeup is not caused from our product, that seems to be an issue with the LED screen on the iPhone. I apologize, but we will not be able to replace your phone. Our warranty policy only covers our product, the case itself. We do not guarantee anything will not happen to the phone. I'd be happy to send you a new case and refund you the $49.95, which is giving you a total of $100. I will still need the following, if you would like to proceed with this warranty process: Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt Please feel free to reply to this email if you have any additional questions. -******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an Otterbox Evo 4G Defender Case which broke 3 times and replaced on less than a year. The case broke again and they wont honor the warranty. I bought the Otterbox Defender Case because I was told it was a quality case but it turns to be that the case is a fragile case which breaks easily with just being on normal use (Example Case pins for securing the phone broke, Case rear leg for standing the phone). I bought the case last year on summer and it broke 3 times of which it was replaced but the third time Otterbox did not wanted to honor the warranty of which they instructed me to send pictures and tell me they needed all the details before issuing me another case of which I did all of the above and they still did not wanted to provide a replacement. I told them that they should have a record of the times the case broke and it was replaced so they should be familiar with the issue. Nevertheless after trying to reach out to them and handing them all the information they did not wanted to cooperate of which I stated on email that even do of all the troubles I went trough it wasn't necessary to send a picture of the broken case given that they had it on file and that if they would not comply with their warranty I would report them to BBB. I sent to them all the information and picture and still have not received a response of which it has passed more than a month and a half. Where this kind of situation I see it as something unnecessary given that here on the USA we have also a none-lemon policy for warranties which its also an extra protection that we consumers have but Otterbox apparently does not honor it, Because of using their already broken product of which my phone was no longer protected the phone's screen got damaged. As of now I have a 500 dollar broken phone where the screen does not work properly given that now is broken thanks to Otterbox's bad service in terms of providing me a case that could protect the phone. I payed a premium price for a premium product and service where now is just a basic case that did not protect my phone against anything. I believe that Otterbox is misleading consumers by stating is a premium product/service and does not provide it.

Desired Settlement: As of now because of the inconvenience I would like to have a cash difference to see if at least that would help me to buy a new phone where most likely it wont be enough (I'm still on contract so i have to pay full price for the phone) but that it will help me to buy a phone.

Business Response: Business Response /* (1000, 5, 2012/09/25) */ Hi ******, I'm very sorry to hear you are having trouble with your case and your device was damaged. While uncommon, there are rare instances where enough force can get through the case and unfortunately we can't guarantee a device will never break in a drop. Our warranty just covers damage to the Otterbox itself. You can read more about the OtterBox limited warranty here: OtterBox Limited Warranty. I apologize for the troubles you had with our customer service department, I would be more than happy to help you with this process. We can certainly refund the purchase price of your case if you would like.. To do so we will need the following information. Photo: * We require photos of both the front and back of the case simply as proof of ownership * A photo of your original purchase receipt (in order to get a refund) *Address, phone number, and email Please feel free to reply to this email if you have any additional questions. -******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not get any response from customer service over issues related to my order. On X-X-XXXX I placed an order for 3 cell phone cases from Otter Box and receivied an order number. I did not get an email confirmation. On X-X-XXXX I sent an e mail to customer service asking what was being done for my order. I was given an incident number XXXXXXX. On X-XX-XXXX I emailed again with interest in why I had heard nothing back. I receivied another incident number XXXXXXX. On X-XX-XXXX i was told they pilled the order but there was nothing there so they wanted me to send a copy of my order number which had the list of cases how it would be shipped and the cost with tax and shipping. I assumed from that info they could check there infom or just reorder the products. I received no information so on X-XX-XXXX I wrote a strongly worded email asking for some kind of information. As of today I have receivied no communication from this company. I have no clue why there has been no sesponse.

Desired Settlement: I would hope to find out what happened to my order and why they would not have the common decency to at least let me know what is going on with this order. As I said in my last email to them I would at least want to know if I have to look elsewhere to purchase 3 cell phone cases.

Business Response: Business Response /* (1000, 5, 2012/09/26) */ ******, I sincerely apologize for the delay. I understand your frustrations and want to assure you that in no way were there intentions to ignore your requests. The delays in response to your order status were a combination of poor communication and system issues. Your initial order was received but was delayed in our fulfillment program. I have moved it to a "ready to ship" status and will upgrade your shipping to overnight. The two HTC Evo 3D Defender cases have gone on back order. However, I do have them available in the office which I can ship to you free of charge. Because of the long delay we will also not charge you for those two cases, which brings the complete order total down to $14.01. I have called your home phone and left a message explaining the situation. If you would still like to proceed with the order as I have outlined above you can email me or reach me by phone and I'll get you taken care of. Thank you for you patience and we appreciate you choosing OtterBox. Sincerely, ****** ****** Customer Service Operations *****@otterbox.com PH: XXX-XXX-XXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My first documented complaint (1/26/12) was sent via email directly to OtterBox customer service, and I received a very quick response, in fact, the same day (1/26/12). **** ******, an OtterBox employee, sent me an email stating everything that I would need to send in (proof of malfunction) for the replacement of my Black Defender OtterBox case (7090), which is what I was seeking at the time. I proceeded to send in the information that was requested of me by Mr. ******, even pictures of my defunct Black Defender OtterBox case. After receiving no response, I proceeded to send a follow-up email to Mr. ****** (2/8/12) stating that I would "send my current OtterBox in for inspection", to which I received no response. Becoming frustrated, I then sent an email to Customer Service (2/27/12) explaining that Mr. ****** has refused to respond to my emails, and that I was still seeking a new Black Defender OtterBox case. This time, I received no response from Customer Service. Mr. ******, nor Customer Service will respond to my questioning/requests. I will continue to hold on to the defunct Black Defender OtterBox case, but I am now seeking repayment for the case, not a replacement. I purchased this case at **** *** of ********* ***** ****** for $49.95.

Desired Settlement: I expect a full refund from this company ($49.95).

Business Response: Business Response /* (1000, 5, 2012/09/13) */ Contact Name and Title: ****** ****** Contact Email: *****@otterbox.com ******, I sincerely apologize for the delay you have experienced with our Customer Service department. It is not typical of how we operate. The representative you were working with no longer works in the Customer Service department which may have been the cause of you not receiving a response. During the submission of your second request in February we also switched email systems which could have also caused problems in processing your request. Regardless, we certainly would like to get you taken care of. Refunds for purchases from third party retailers (such as Best Buy) must go through the original retailer, as we do not have access to your credit card information. I can certainly expedite a replacement case out to you free of charge through your warranty though. If you would still like a replacement, please send me the following information so I may get you taken care of: - Shipping Address Please reach out to me if you have any additional questions. Sincerely, ****** ****** Customer Service Operations Consumer Response /* (3000, 7, 2012/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I really appreciate the fact that OtterBox is willing to replace my defunct case, but I wish they had replaced my case when I first reached out to them, over seven months ago. Being ignored by a company thought to be superior in its industry made me feel helpless and confused. I no longer have use for this type of case, so receiving a new case would be near pointless. Considering that OtterBox is unwilling to refund my purchase of their obsolete merchandise, and I am unwilling to drop this complaint, then there must be another solution. Thank you for your time. Business Response /* (4000, 9, 2012/09/19) */ ******, Thank you for reaching out to us again. We can certainly refund the purchase price of your case if you would like. To do so please email me the following information. My email address is listed below. Photos: - We require photos of both the front and back of the case simply as proof of ownership - A photo of your original purchase receipt - Your mailing address - A good contact phone number Because your case was purchased from a third party retailer the refund will have to be issued by check. Please feel free to reply to this email if you have any additional questions. Sincerely, ****** ****** Customer Service Operations *****@otterbox.com Consumer Response /* (4200, 11, 2012/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I apologize, but I no longer have the receipt. My issue is that I've waited so long to hear back, and the case that I did want replaced, it is now obsolete. Why should I be punished, as a consumer, just because a member of your company neglected to fulfill his position? Unless your company is rolling out a case for the iPhone 5, then there must be another solution to this problem. Thank you for your time. Business Response /* (4000, 13, 2012/09/25) */ ******, Thank you again for reaching out to us. If you still wish to receive a monetary refund, I apologize but I will need photos of either the original broken case or the original purchase receipt. If you have upgraded to the iPhone 5 and instead would like to receive a new case of your choice, free of charge, I can certainly send that out to you. If you would like to go with a new case please send me the following so I may get you taken care of. Your full shipping address Which series case and color you would like A good contact phone number When making your selection please note that some colors are on back order. If you happen to choose a case that is back ordered, we will do our best to ship it as quickly as possible but it may not be available for 2 - 3 weeks. Please reach out to me if you have any additional questions. Sincerely, ****** ****** Customer Service Operations *****@otterbox.com

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/24/2012 Advertising/Sales Issues
9/21/2012 Guarantee/Warranty Issues
9/18/2012 Problems with Product/Service
8/24/2012 Problems with Product/Service
8/20/2012 Guarantee/Warranty Issues
8/13/2012 Guarantee/Warranty Issues
8/10/2012 Problems with Product/Service
7/31/2012 Problems with Product/Service
7/11/2012 Problems with Product/Service
7/10/2012 Problems with Product/Service
7/9/2012 Problems with Product/Service
7/6/2012 Problems with Product/Service
6/29/2012 Problems with Product/Service
6/4/2012 Problems with Product/Service
5/22/2012 Problems with Product/Service
4/30/2012 Billing/Collection Issues
4/30/2012 Guarantee/Warranty Issues
4/16/2012 Advertising/Sales Issues
4/13/2012 Problems with Product/Service
4/10/2012 Advertising/Sales Issues
2/28/2012 Problems with Product/Service
2/20/2012 Problems with Product/Service
2/9/2012 Delivery Issues
12/26/2011 Problems with Product/Service
12/13/2011 Problems with Product/Service
12/6/2011 Advertising/Sales Issues
11/14/2011 Guarantee/Warranty Issues
11/8/2011 Problems with Product/Service
10/24/2011 Advertising/Sales Issues
10/21/2011 Guarantee/Warranty Issues
9/23/2011 Problems with Product/Service
9/20/2011 Problems with Product/Service
9/13/2011 Problems with Product/Service
9/9/2011 Problems with Product/Service
1