Complaints

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

• Initial Complaint

  Date:07/17/2025

  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 placed my first order from Case Mate on 5/30/2025 for a total of $145.53 and I received a email that is was delivered on June 7, 2025.I searched everywhere and was unable to locate it so I reached out to Case Mate with only option they provided wich was to put in a ticket or request in the app so I did this on 6/24/25 and explained I never received the package. I looed everywhere, checked with neighbors, we even have a neihghbog with with same house number who occadsionallly receives our packackes but they did n'y have it either. The first repsone I receved back from Case Mate was on 6/24/25 and it stated I delived package protection and will need to reach out to **** toi file a claim for the missing package. I emailed back and said this was my first order, I didn't know anything about package protection nor did I see anything like that whem I was checking out andd making the payment. I responeded with that information and said I would really like to get this resovled with either a replacement or refund , can you make a first time exception and let me buy the package proection or is there any other way to help.Her exacrt response was We offer the Free Return + Package Protection option, which you can select before placing your order. This protection plan covers the cost of a return if you are not satisfied with a product. Additionally, adding package protection at checkout also protects you against loss, theft, or damage. This means we can refund the full amount of your order if it goes missing. Without this plan, no refund will be issued. Please let us know if you have any questions. They did not seem concerned or nice at all and were not will to even attempt to help me at all

  

  Business Response

  Date: 07/18/2025

  Hello,

  Thank you for taking the time to reach out about your concerns. We certainly take your concern seriously. When checking out, if you deselect the option for package protection it advises we are not liable for loss or stolen packages. The tracking shows the order was delivered. We suggest reaching out to **** to file a dispute. I have included some screenshots of all proof of delivery and the package protection option. I do hope this explains why you received the response from our support staff. We value you as a customer and would love to help anyway we could.

  Thank you,

  Keziah

• Initial Complaint

  Date:07/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ( *******) 2 Special Edition Bow Beach Tote With Phone Pouch bags. **** marked as delivered which is inaccurate. I live in a private community where only **** and owners have access to their locked mailboxes. The items were NEVER delivered in my mailbox. I have been trying to reach Case Mate and get automated responses to file a report - when I try to file a report it does not allow me to do so. I have reached out via email and social media and have not received any assistance.

  

  Business Response

  Date: 07/17/2025

  Hello,

  Thank you for submitting a request. I do show we have been in communication with the customer. We respond to customer responses in the order they are received. We do apologize for the delay in our response. 

  Thank you,

  Keziah

• Initial Complaint

  Date:07/13/2025

  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 casemate phone case from an authorized reseller. However, this case did not protect my phone. This case within the 12-foot drop protection your product advertises.Your company claims its products are guaranteed against defects. If that were true, my phone should not have sustained any damage especially with additional layers of protection in place. Clearly, the case failed to perform as advertised. I am requesting that CaseMate reimburse me for the damage to my phone or replace the device entirely. I trusted your brand based on your marketing, and I expect that guarantee to be honored. I tired to find a phone number for your company and they seem to have little information about them

  

  Business Response

  Date: 07/14/2025

  Hello,

  Thank you for taking the time to bring your issue to our attention. We certainly do not like to hear an incident has occurred. I will reach out to you directly to see how we can rectify.

  Thank You,

  Keziah

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23594027
  
  I am rejecting this response because: This is the response they sent me. This is unacceptable and they are just trying to get out of being liable for any damage. They also refuse to provide any phone number for customer service. It seems very shady and the fact that companies like ************** license their image and reputation is unacceptable. They advertised their cases would be good for a 12 foot drop on their website. I don't see any disclaimer on their website.

  Our 12 foot drop protection is advertising that our cases have been tested at a 12 foot drop. Which means the case does provide some added protection if dropped and could sustain a drop up to 12 feet but that is not providing a Guarantee. 
  
   
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/14/2025

  Hello,

  Thank you for your response to our offer. I reached out to the customer to provide details of our warranty and made an offer as a goodwill gesture. The customer has declined the offer. 

   

  Thank You,

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23594027
  
  I am rejecting this response because: the only offer they made is to replace the case under warranty if I provide them pictures and receipt, and they want $10 for shipping. This is the standard warranty they advertise online and no goodwill offer was made. This is deceptive to claim that they made a goodwill offer when no offer of anything besides the standard warranty was made. If they made an offer that I did not receive, then please resend. Companies like **** Spade would be very disappointed to known what's going on. **** Spade is licensing their likeness for cases.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/02/2025

  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.

  Subject: Request for Reimbursement Phone Damaged Due to Faulty CaseMate Product Dear CaseMate Team,In October 2024, I purchased a phone case from your company that advertised 12-foot drop protection. I selected this case specifically because of that claim, trusting that it would provide reliable, durable protection for my phone.Just two months after receiving it, the case itself cracked. I attempted to contact your customer service but was disappointed to find that theres no phone number availableonly an email system that makes filing a claim frustrating and ************* phone has never been out of the case since purchase, and it also had a high-quality screen protector and camera lens cover installed the entire time. Despite all of that, when I recently removed the phone from the case, I discovered the entire back of the phone was shattered.The most significant drop it could have experienced was from approximately 8 feet at the gym, when it fell from the top shelf of a workout machine. This ************ within the 12-foot drop protection your product advertises.Your company claims its products are guaranteed against defects. If that were true, my phone should not have sustained any damageespecially with additional layers of protection in place. Clearly, the case failed to perform as advertised.I am requesting that CaseMate reimburse me for the damage to my phone or replace the device entirely. I trusted your brand based on your marketing, and I expect that guarantee to be honored.Sincerely,******** ******

  

  Business Response

  Date: 07/02/2025

  Hello,

  Thank you for taking the time to reach out with your concerns. We certainly do not like to hear this. I will be reaching out to you directly to discuss this matter.

  Thank You,

  Keziah

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased 6 Pelican Voyager clear cases online through amazon/woot. The cases have failed. These cases came with a lifetime warranty printed on the box and sold as such. When I contacted the company for warranty replacement. I was advised by company associate ******, that my cases would not be covered under warranty because I did not purchase them from an "authorized seller". I was never told this when I purchased the cases or I would have never purchased them as advertised as lifetime warranty and labeled as such on the retail box. I provided them with detailed pictures and 3 separate purchase orders showing payment. I have attempted to resolve this situation with the business but they are unwilling to replace their cases. They offered to replace just one case, and I would have to pay $10 in shipping. This just is not fair for a consumer to have false beliefs that the item is sold with a warranty and labeled as such. How am I to know ************************** is NOT an authorized dealer. There was no indication of this. I kindly ask that you reach out to them so we can come to a resolution so my cases can be replaced. I wrote $320.00 below as the dispute because that is what they claim they sell them for in the warranty replacement. I have attached the invoices for the three purchases to this complaint. Please help me resolve this. I am also willing to speak to the media regarding this complaint should they wish to talk to me. Thank you in advance for helping me come to a satisfactory resolution in this matter.

  

  Business Response

  Date: 06/30/2025

  Hello, Thank you for taking a moment to provide feedback. I will reach out to you directly to see if we can come to a resolution. 

   

  Thank You,

  Keziah

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23524814
  
  I am rejecting this response because: This was purchased directly through ****** and one of their owned companies ****. There was no description or information at all regarding not having the lifetime guarantee, much to the contrary.

   

  I have provided detailed pictures of the factory box stating the lifetime warranty. I hope that my 6 cases will be replaced under this warranty so I can continue to build trust in Pelican/Case-Mate. Please help me review this and come to a satisfactory resolution for this issue. Please feel free to contact me via email regarding any comments you may have. As previously stated I am willing to speak to the media regarding this, if this merits this something they would like to publicize.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/08/2025

  Hello,

  Updating that I spoke to ******** directly and we have resolved his complaint. His items have been replaced.

   

  Thank You,

  Customer Answer

  Date: 07/08/2025

   
  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. They replaced 4 cases even though we wanted 6 replaced with proof of purchase. However this has to be satisfactory since they would not replace the other two cases. Not the resolution I wanted but it is a compromise. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/26/2025

  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 black Pelican iPhone 15 Pro case with a "lifetime warranty." Unfortunately, the seam on the back failed. I've contacted CaseMate multiple times and even received automated replies but zero action/assistance over the past two weeks. Please replace this case.

  

  Business Response

  Date: 06/30/2025

  Hello,

  Thank you for bringing this to our attention. I checked and was not able to locate a  request from you but I am going to email you directly so we can get you taken care of.

  I look forward to assisting you.

  Keziah

• Initial Complaint

  Date:06/04/2025

  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.

  I have been a loyal customer of this company for several years. Recently, I attempted to file a warranty claim for a MagSafe-Iphone 14 Pro Max case that I purchased from them. Unfortunately, the company no longer offers that particular MagSafe version of the case I originally bought.They offered the regular version of the case as a replacement and a MagSafe kit, which is a separate add-on rather than an integrated feature. The kit is esthetically unappealing and not consistent with the original product I purchased. The MagSafe on the purchased case is glittered gold while the kit is solid white. I requested a different case that is currently available on their website and is of equal or lesser value.The company refused, citing that the requested case is a **** ************ and therefore not eligible for warranty replacement. However, at no point during the purchase or warranty process was it made clear that certain branded cases (like **** Spade) are excluded from warranty replacements. There is no documentation or policy on the website or warranty agreement that explicitly states this limitation.I am requesting that the company honor its warranty by either: Providing a case of my choosing of equal or lesser value, regardless of brand, or issuing a store credit equivalent to the amount I paid for the original case so that I can select an appropriate replacement.

  

  Business Response

  Date: 06/05/2025

  Hello,

  Thank you for taking a moment to advise of your complaint. I will reach out to you directly to resolve this matter. 

  Thank You,

  Keziah

• Initial Complaint

  Date:11/22/2024

  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.

  Good evening *********** am writing to follow up on my previous communication regarding order #*******.After your team was unable to assist me, I contacted the courier service directly to resolve the delivery issue. While I have now received a package, there are significant discrepancies with the order:Missing Items:- Twinkle Disco MagSafe - iPhone 16 - Karat Soap Bubble MagSafe - iPhone 16 - Mini Travel Tote - Mini Phone Grip - Phone Grip - Glass Screen Protector - iPhone 16 (3 pieces)- **** spade new york Aluminum Ring Lens Protector Set in Stone - iPhone 16 / 16 Plus - **** spade new york Crystal *** MagSafe - iPhone 16 Incorrect Items Received (iPhone 16 Pro versions instead of iPhone 16):- Glass Screen Protector - iPhone 16 Pro - **** spade new york Aluminum Ring Lens Protector Set in Stone - iPhone 16 Pro / 16 Pro *** - **** spade new york Crystal *** MagSafe - iPhone 16 Pro I have attached photographic evidence of the incorrect items received.I am willing to return the incorrectly sent iPhone 16 Pro accessories and request a refund for all the missing items from my original order.Please advise on how to proceed with this resolution.Thank you for your attention to this *********** regards,Mishti

  

  Business Response

  Date: 12/02/2024

  Hello,

  We are in communication directly with this customer and are aware of the concerns. 

  Thank You,

• Initial Complaint

  Date:10/18/2024

  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 am highly disappointed with case mate I upgrade my phone and purchased multiple case mate case I purchased a total of 8 within 2 months totaling more than $350 for my ******* galaxy s23 plus and s23 ultra I thought the cases were more for esthetic than protection I am highly disappointed that these cases literally fell apart while using them splitting in two and one not fitting properly leaving a gap at the top of the phone i have made several attempts to have these cases replaced but because they are out of warranty with the store and company I purchased them from I can't and stuck with and out of $160 I have contacted target who I purchased the cases from and I have contacted see mate I have a total of four damaged defective cases through email I have begged two people to processed the warranty for two cases because the other cases are not available online I have been ignored I will not ever ever purchase or recommend this product to anyone ?? I am frustrated and highly disappointed with spending my money on cases that are just esthetically pleasing but are not good quality does not protect my phone it is false advertising at its finest and then to argue and beg a company to do what is right and replace the defective damaged cases is extremely disheartening

  

  Business Response

  Date: 10/18/2024

  Hello, We have offered to replace the customers items with what we have available. Our warranty states we will replace under warranty as long as we have inventory available for the specific device size. We have even went above and beyond and offered to waive the shipping cost for the customer and the customer is still not satisfied. I have attached our response. 

   

  Thank You,

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22439592
  
  I am rejecting this response because: the company has ignored me for over 2 weeks I have tried to resolve this with the company the two representatives are ignoring my emails and refusing to process the replacement cases i have provided receipts and pictures of the damaged cases and they are ignoring my emails 
  
  Sincerely,
  
  Coco *****

  

  Business Response

  Date: 10/21/2024

  Upper management has been in communication with the customer. Customer is refusing every offer made to rectify this situation. 

• Initial Complaint

  Date:08/12/2024

  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 first purchased this case Mar 13, 24 in addition to other Case Mate products for my new phone. After less than 2 months of owning it, the back of the case started to peel and lift. I didnt necessarily remember removing the protective film, so thinking it was the protective film I peeled it. It clearly wasnt the protective film and the case was ruined.I really liked the aesthetic and understand that there can be an issue with one item, but doesnt mean the product is bad quality, so I purchased a second case May 26, 24. A couple of weeks ago (less than 2m again), the case started to peel. This time I left the protective film on purposely thinking it would help hold its quality. You can see in the photos the protective film vs the actual case is peeling.On Aug 8,24, I contacted Case Mate customer service explaining this issues and explicitly stated that I would like to choose another case as this style is defective.That day, I received a communication requesting receipts that same day (I had sent photos in my original message).On Aug 9, I received a generic notice that my request was approved with a link and instructions. This looked like a credit refund minus the original shipping and handling so I proceeded. Once I finalized the transaction it was more clear that this was an exact replacement of the original case : 2 of them, and I was paying for shipping.I immediately reached out explaining that I did not want 2 of the same case as they are defective. I simply want 1 new case in a different quality that is not defective. Customer seems explained that they cant offer a different product and it was too late to cancel thetransaction that was placed 10min prior.After much back and forth, customer service only repeated the same statements. My issue was raised to a supervisor who only stated the same thing and was clueless on the details of my case. I simply want a new case in a different quality that is not defective.

  

  Business Response

  Date: 08/13/2024

  Hello *******,

   

  Thank you for taking the time to point out your troubles. We have been speaking with you the last couple of days to resolve this matter. We have sent you a replacement of a different case in hopes that this case would be more suitable for you. I have sent and email to follow up with you to continue to rectify the matter. Thank you for being a valued Case-Mate customer.

  -CS Supervisor