Complaints

This profile includes complaints for Otter Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Otter Products has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Otter Products

  209 S Meldrum St Fort Collins, CO 80521-2603

  
• 

  Otter Shop

  151 W Mountain Ave Fort Collins, CO 80524-2822

  
• 

  Lifeproof Cases

  650 Missouri Avenue Jeffesonville, IN 47130

• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On two separate dates I contacted otter box, the cellphone case company via their warranty numbers posted online. On multiple occasions I have waited long periods of time being told 11 minutes. All of these waits turned into lengthy waits resulting in the phone call being hung up on. I need to be contacted by an otter box representative to file my warranty claim. I have attached a photo of one of the length calls for information purposes.

  

  Business Response

  Date: 03/04/2025

  Hello,

  In order to place a warranty claim, you must call us during our normal business hours, reach out via chat, or go to our website and fill out a warranty claim through our self service option. We are unable to reach out directly to consumers for a warranty claim request. If you are looking to speak to someone, we do have a call back feature that will call you back when you are next in the que. 

  -OtterBox

  Customer Answer

  Date: 03/04/2025

  Complaint: 23017554
  
  I am rejecting this response because:
  
  Your instructions state to call since what I am looking to file a claim for is not available online. Time to pick up the phone and call me since otterbox does not pick up when I make the call.  Look forward to receiving a call from otterbox  

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

  

  Business Response

  Date: 03/06/2025

  Hello,

  When contacting customer service, you may experience wait times. In order to proceed in filing a warranty claim you must wait in a que for your warranty claim to be filed. You may also reach out to us via chat to file a warranty claim. We are unable to outbound call you for your warranty claim. 
  
  -OtterBox

  Customer Answer

  Date: 03/06/2025

  Complaint: 23017554
  
  I am rejecting this response because:
  
  I tried the chat with no success. Please create a new and more efficient way. 
  

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

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against OtterBox due to their failure to issue a refund for a returned product despite multiple follow-ups.I purchased a protective case cover from OtterBox but decided to return it. The company received my return on February 4, 2025, and they claim to have processed my refund. However, I have not received the refund to this day.I contacted my credit card provider, who confirmed that no refund has been issued to my account. ********************** states that refunds take 7-15 business days, but it has now been well past that timeframe, and I am still waiting for my money.I have contacted their customer service multiple times, only to receive the same generic responses with no resolution. At this point, I believe OtterBox is engaging in unethical business practices by failing to return customers' money in a timely manner.I will also be filing a complaint with the ************************************ (****) regarding this matter. My case number with OtterBox is #********.

  

  Business Response

  Date: 03/04/2025

  Hello,

  We have received your request for refund. You will receive 69.82- within 3-5 business days pending on your financial institution. 
  
  -OtterBox

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Otterbox claims to provide a lifetime warranty on their products. They don't. I have spent hours, yes hours, on hold, being disconnected, and ignored by the customer no-service team. Most recently a "manager" who really isn't a manager named ***** was useless. I am due a refund. They acknowledge that. The require a physical address to mail a check and I don't feel a physical address is safe and prefer to use a PO Box. They won't connect me to anyone that can solve this issue.

  

  Business Response

  Date: 02/26/2025

  Hello, 
  
  We require a physical address so that we are able to ship checks out via ****** ***** is unable to deliver to a PO Box. 
  
  -OtterBox

  Customer Answer

  Date: 03/11/2025

  I was never asked by BBB if they company had responded to my complaint.  Not sure how you "closed" this complaint when it is still very active.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Otter to explain my Otter cover did not protect my phone. I was forced to purchase two new family phones. Otter explained they don't pay for damaged phones even though their case does not protect your phone as expected. I'm shocked to hear this information. I asked to escalate my call after speaking with several representatives. I was directed to a manager who apologized and suggested he send me a case for my new phone and as a gesture of good will I agreed. I received the new cover in two days. However, after receiving the case for my new for my phone o believed it would make me feel better if I received a new case for my second purchase. Their case should have protected my phone, I'm so disappointed that the employees dismissed me and said the best they could do is give me a 60% discount for my second phone. They denied my request to speak the their manager again.

  

  Business Response

  Date: 02/20/2025

  Hello, 
  
  According to the Limitation of Liability section of our Warranty Statement," WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER." We are unable to offer or provide any costs of replacement or repair to your device or cover any theoretical loss of value. 
  
  -OtterBox

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Defender Pro several years ago with a new iPhone 14 Pro. I have never dropped the phone yet when I took the case off the other day It was clear the plastic inner case chipped my phones color coating all around the screen. This is clearly damage the case did because of the lack of soft lining inside the hard case. The case is in perfect condition but now my phones value is substantially less. I was told by otter box that they would replace the case as if I would want to use the same product that damaged my phone. This is a company that does not care about its customers or **********************, takes no responsibility even though they are clearly liable for damages occurred during the proper use of their product. After reading these claims it is clear this company should be shut down and so should the BBB.

  

  Business Response

  Date: 02/20/2025

  Hello, 
  

  According to the Limitation of Liability section of our Warranty Statement, " WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER." We are unable to offer or provide any costs of replacement or repair to your device or cover any theoretical loss of value. 
  
  -OtterBox

• Initial Complaint

  Date:02/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a warranty request for a replacement for a phone cover and was rejected because they said my picture of my phone cover was not real. Thats false, I sent in a picture of the phone in my hand showing the cracked phone cover but they still refused to honor my warranty claim.

  

  Business Response

  Date: 02/20/2025

  Hello,
  
  According to our Warranty Statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." We received a photo of a printed photograph of a device. We need a photo of the full case with a handwritten date next to the product that has not been altered. Failure to provide the required information has led us to deny your warranty claim. 
  
  -OtterBox

  Customer Answer

  Date: 02/20/2025

  Complaint: 22949590
  
  I am rejecting this response because:
  i did send in a legitimate picture
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/21/2025

  Hello,
  
  As previously stated, "We are unable to cover the cost of repair or theoretical loss in value" for your device. According to our Limitation of Liability section of our Warranty Statement, "CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES." We are unable to reimburse or refund you for any costs associated with your device damage. 
  
  -OtterBox

  

  Business Response

  Date: 02/21/2025

  Hello *****!
  
  I had mistakenly responded to the wrong customer in this claim. Is there a way for us to edit or re-respond to the customer? I do apologize about the misunderstanding
  
  -OtterBox *******

  

  Business Response

  Date: 02/21/2025

  Hello,

  This is a photograph of a printed photograph that was submitted. We do not accept photographs that contain: digitally altered images, photographs of prints of our products, lack of the full length of the product. Due to this, we have canceled your warranty claim. 
  
  -OtterBox

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive tried on February 3, 2025 as well as today, February 9, 2025 to submit a warranty claim for an OtterBox defender Pro iPhone *************************************** attempting to speak to staff as well as utilize their failed online website with numerous errors, Ive reasonably that the warranty claim process for Otter Products Is a fraud. Theyve asked me to submit multiple photos and not accepted my information nor my warranty claim today. If thats behind the product nor provided prompt service. Ill be filing an *** claim regarding this process and this company Due to persistent website issues, and their new claims process which appears to reject any claim made even with ballot purchase information. Their automated system does not work.Ive asked for Warranty replacement of their product purchased November 27, 2021. The website will not take that claim. The will not take any sort of action with regard to open and past support request. This company should improve their warranty claim process website as well as their customer service process. In the past four days, *** tried and could not submit that claim. They should take the claim without delay and issue a full refund of any future shipping costs for this warranty claim.Again, I am asking for replacement of these case per their lifetime warranty without additional cost or delay.

  

  Business Response

  Date: 02/20/2025

  Hello, 
  
  As per our Warranty Statement, " We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Failure to provide the required information to proceed with your warranty claim will lead in a denial of service. 
  
  -OtterBox

  Customer Answer

  Date: 03/03/2025

  The information was not originally received by OtterBox due to their customer service handling. There was a staff member that finally was able to successfully receive the claim, outside of the broken .
  
  However, the company's response is incomplete and not accurate. They did not deny the claim. They failed to originally accept it, repeatedly. The company has not adequately address this issue, and I am asking that they improve their claims processing and requesting this BBB complaint is reopened and that Otter Products address this unresolved complaint. This remains a breakdown of their company's response and handling of warranty claims, not their rejection of claims. This again makes it hard for the customer to actually believe their sales claims as well as standing behind such warranties.
  
  
  Sincerely,

  **** ****

   

   

   

  

  Business Response

  Date: 03/04/2025

  Hello,
  
  According to a conversation with our representative on 2/10/2024, you stated that you were unwilling to submit another photograph in the proper format in order to proceed with your claim. Upon reviewing your chat with us on 2/11/2025 the photo provided within the chat did not have the current date as we require. Failure to respond to our emails requesting a photo of your case with the current date has led us to deny your warranty claim. We have denied your claim for being unable/unwilling to provide sufficient information for us to proceed with your warranty claim. You may submit another warranty claim with updated information, however we have closed your case. 
  
  - OtterBox

  Customer Answer

  Date: 03/07/2025

  Complaint: 22919395
  
  I am rejecting this response because:
  
  I have tried to highlight the issue surrounding this complaint and failure of the warranty claim process. This answer by the company was rejected and the business process was not acknowledged.

  The request on February 9th was stale and required multiple attempts to address with OtterBox.

  This warranty claim was not accepted on February 9th. They accepted the same image on the order details provided on February 10th. Their previous response was incomplete and false. They made i
  

  They made it nearly impossible to submit the claim. No acknowledgement of the issue has shown here in their responses to the BBB dispute.

  
  Regards,
  
  **** ****

  

  Business Response

  Date: 03/11/2025

  Hello!
  
  There are no records of us approving your claim. Once again we have denied your request for warranty to submit a proper photo with the current date, handwritten, on a piece of paper, next to the full length of the product. As per our warranty statement in the Warranty Claims Process section, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Since you have sent in your photograph on 2/11/25 and refused to provide us updated information necessary to complete your warranty claim, we have denied your request for warranty. 
  
  -OtterBox

  Customer Answer

  Date: 03/12/2025

  Complaint: 22919395
  
  I am rejecting this response because:
  
  The company's statement is false, with documented proof as attached. The accepted the claim on February 10th. It was because of the processes that this complaint has been opened and challenged due to the inconsistency and company breakdown of documentation, customer service, and ultimately accountability. This complaint is not resolved.

  I sent the image on 9 February 2025, you received the image on chat Feburary 11th due to company failure and a breakdown customer service processes.
  
  "There are no records of us approving your claim. Once again we have denied your request for warranty to submit a proper photo with the current date, handwritten, on a piece of paper, next to the full length of the product. As per our warranty statement in the Warranty Claims Process section, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Since you have sent in your photograph on 2/11/25 and refused to provide us updated information necessary to complete your warranty claim, we have denied your request for warranty."
  
  I have shown the proof of the warranty claim being processed and multiple pieces of documentation to show your policy is inconsistent. I am asking for ownership by OtterBox that this issue could have been handled better and that the automated systems the company is using to process said valid warranty claims be reviewed and improved.
  
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to submit a warranty claim for a defective product that is within warranty, and I have been sent a link for the wrong replacement product six times. When I have tried to use the chat feature, most times it prompts me to call customer service. When I call, it states that there is a 70-minute wait time. Both times I called I was either disconnected after thirty minutes or sent a text to chat with an agent. I have reached an agent twice, both of which times they told me to "call customer service" (after sending me the wrong product link twice more. The product replacement I need is currently being sold on the Otterbox ****** store. When I asked if I could have a coupon code to repurchase my product I was given a generic response about how **************** with Otterbox to make our products more visible." I have tried repeatedly to contact customer service via email and the link on the web page, and each time a representative sends me the wrong product link. With 70-minute hold times that link you back to chat and the chat agents saying to call customer service, I don't know what further to do. I have never had a bad experience with Otterbox, but this is unheard of. If I could have a code to purchase my replacement on their Amazon store, I would appreciate it. I have repeatedly sent them the link, then I never hear back. The product was purchased from ************************** and they found the information. I would simply like the product that I purchased since they still are selling it online.

  

  Business Response

  Date: 01/06/2025

  Hello,

  We have found multiple attempts for inquire through email and also one that has one response only. In order to best assist you, please give our CS Team a call at ************** M-F 8AM-5PM. We understand there could be a higher than normal wait time due to the holidays, but the wait times for customer to get through have been pretty short recently. 

  ~OtterBox

  Customer Answer

  Date: 01/06/2025

  Complaint: 22775513
  
  I am rejecting this response because:

  The response from the business contains inaccurate information. I have received six responses with the link to the wrong product for my warranty replacement. I also reject this because, again I am being advised to call customer service. Every time I have done this I have either been disconnected after having been on hold for thirty minutes or automatically redirected to a chat option where the automated voice system (while you are on hold) sends a link to the chat option. Twice now after speaking to a representative via chat, I am told each time to call customer service. But I cannot ever get through to customer service on the phone. I have all the emails saved with all the responses. The agents send me the wrong link and then I never hear back. I cannot call customer service without being disconnected or rerouted to chat and the chat agents tell me to call customer service. I reject this response for the above reasons. Thank you.

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

  

  Business Response

  Date: 01/07/2025

  Hello, 
   
  In order to process a warranty claim, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at *************************************************************************. Please note according to policy we ask that you hold onto your products in case we require photos or those products to be sent in directly and we do reserve the right to collect any shipping and handling charges associated with any warranty order.  
   
  ~OtterBox

  Customer Answer

  Date: 01/07/2025

  Complaint: 22775513
  
  I am rejecting this response because:

  They obviously did not read the complaint. The entire issue is that we cannot get through to the customer service via phone. The wait times have been over an hour, and after a half hour, the call is either disconnected on their end or rerouted via the voice prompt to send a chat link. When reaching an agent via chat, they tell you to call customer service. When as a last resort I reach out via the Better Business Bureau, they again tell me to call customer service. We cannot reach customer service--that is the whole point of the complaint and this is not a resolution. Your customers are treated as a nuisance and you don't even read the complaint. 

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

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent back items for order ******** on 10/12 via a label provided by Otterbox (**************************). The items arrived back to Otterbox on 10/17 (see tracking via ****** Otterbox didnt immediately process the refund so I waited 14 days and contacted. I was told the refund would be processed within 30 days on or before 11/22. I waited and on 11/22 the refund didnt arrive. I again contacted Otterbox, who said they released the refund, which would have been through ****** but I never received. I contacted ******, who said there was no release of money to them. I contacted Otterbox again and was told the refund was approved and processed. Still no refund. I tried a ****** claim, which was denied and contacting Otterbox again. Still no refund. Now I have no items and no refund. I would request the ACTUAL processing of the refund to me either through check or direct through ******. I would also like store credit in the value of $100 for the ridiculous amount of work I have had to do to get this handled.

  

  Business Response

  Date: 12/27/2024

  Hello,

  After researching the refund in question, we have confirmed that the order was refunded 12.19.2024. The funds will go back to the banking establishment they started from for the purchase. There is no other compensation available as the refund is completed on OtterBox's side. 

  ~Otterbox

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a case for my iPhone 16 Pro Max. The case comes with a holster, plus I ordered a couple of spares, since the holster is prone to breaking. My phone is not held well by the holster, and tends to fall out and crash to the ground, without being physically bumped. The last time this happened was 5 minutes ago. Either the holster was manufactured wrong, or more likely the design hasnt changed for years, but the cases have. I provided a picture of the case and the holster, which will tell them nothing about how well they fit together. However they just closed my warranty case, without resolving the problem. I have been an OtterBox customer for probably at least 10 years, but not any longer.

  

  Business Response

  Date: 12/02/2024

  Hello,
  
  Upon reviewing the information you provided in case number 10751106 did not include all the required information in order to proceed with your warranty claim. After multiple attempts of requesting a photo of your damaged product with a handwritten date on a piece of paper, we have declined your claim. Our warranty claim process states, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Since we could not validate your claim with all required information, your claim has been denied. 
  
  - OtterBox

  Customer Answer

  Date: 12/02/2024

  Complaint: 22624679
  
  I am rejecting this response because:

  I provided the attached photo #1 numerous times.  I think that the goal of the exercise is to prove that I have one of their cases.  Since I bought the case and holster directly from OtterBox, that shouldnt be a question, but they kept asking, and I kept sending it.

  If the goal of the pictures is to show the phone falling out of the holster, a picture of the two parts separated does nothing to help diagnose this problem.

  The bottom line is that there is a fit problem between the Holster and the phone case.  I even sent them a picture showing the gaps, and they completely ignored that, see Photo #2.

  It is my guess that they have been using the same holster design and sizing for years, without adjusting it for the different case sizes, and this has finally caught up with them.

  Be that as it may, I cannot rely on their holster to hold my phone in their case, without spontaneously falling out, usually crashing to the floor.

  This is a problem that OtterBox needs to take ownership of, and fix it.

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

  

  Business Response

  Date: 12/04/2024

  Hello,

  We have declined your warranty request due to failing to provide the required information to proceed with your warranty claim. If you would like to process a new warranty claim, please contact our **************** team during our normal business hours. 
  
  -OtterBox

  Customer Answer

  Date: 12/04/2024

  Complaint: 22624679
  
  I am rejecting this response because:

  I started this dialog with OtterBox long ago.  I have provided everything asked for in this correspondence, and by email.  This is just an attempt to kick the can down the road, and a chance to provide the same information over and over again.

  Note that we are talking about a holster here, not the Crown Jewels.  Plus I am not convinced that the warranty process is the correct way to proceed.  If the holster is not sized correctly, sending me another one wont fix the problem.  I think there is a design flaw that needs to be addressed, so OtterBox needs to step up to the plate.

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

  Customer Answer

  Date: 12/06/2024

  There seems to be some concern on the part of OtterBox about the provenance of my case and holster.  I dont know why that is, since I bought them directly from them.  Attached is a copy of the order confirmation from OtterBox, plus a picture of the box the case came in, plus a picture of the bag that they sent me which held the case and holster.

  One thing I am trying to avoid is to start over with OtterBox.  I have no confidence that the results will be any different the next time around.  As ****** ******** famously said The definition of insanity is doing the same thing over and over again and expecting different results.  OtterBox has all of the information they need to sort this out.

  Another thing I would like to avoid is for them to just send me another holster, and call it a day.  My contention is that this is a design problem, so any replacement holster would have the same problem.  I would like them to look at the fit a little closer, and try and figure out the root cause.  I dont think OtterBox has changed their holster design for years, but as the phone and case sizes change, so does the fit.  I cant find any part numbers on the holster to prove my suspicion.  Be that as it may, I dont understand OtterBoxs intransigence.  It seems to me they might want to know about a problem so they can address it.

  I would appreciate any help you could give me to bring this problem to resolution.  Thank you.