Complaints

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• Initial Complaint

  Date:05/09/2025

  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.

  Date of first transaction 5/7/2025 Amount paid $287.60 iPhone screen repair. They claimed they fix the cracked screen it lasted 24hrs and the screen broke again without dropping, or causing any damage to it. When I took the phone back they said yes, the phone frame is bent so thats why it didnt last. They wouldnt warranty it or do any kind of in store credit. I called to speak to the manager and he refused to speak with me.

  Business Response

  Date: 05/09/2025

  The customer broke their screen after leaving out store. We guarantee the quality of the hardware. There is no insurane sold with the phone that they won't break it again after leaving out store. The customer did not notice there was a small bend in their device. Nor did they note when having it repaired. We noticed a small bend on the second bring in and then told them it may not be advisable to replace the screen again after the broke the device because we noticed the bend after the second break.

  If the screen did not work etc. after being replaced, we would fix it. We can't send back a screen the broke to our manufacturer.

  We have lots of customers with bent frames that still replace the screen on their phones that can last as long as they use a good case. They did not choose to carry their phone in a protective case. We are not responsible for the wear or use of how a customer treats their device when they leave our store.

  We charge for our time because it is valuable. As would any mechanic or technician that spends any amount of time repairing any damaged device.

  
  Take care

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23308582
  
  I am rejecting this response because:
  
  When Brads phone broke on Tuesday night we called new look they told us to bring it in first thing Wednesday morning. The guy seem super nice and helpful. When they went to replace the screen they called and said a wire was broke it needed to be replaced in order for the camera, speaker, and the phone to go dark when talking on it. So we said OK! (Before the screen went black there was nothing wrong with any of the above) When **** picked up the phone 5/7/2025, the camera didnt work and the flashlight didnt work. So, the cord they replaced didnt fix what was supposedly broken! They replaced the screen but it didnt even last 24 hours (Broke 5/8/2025), the screen cracked underneath the glass without it being dropped or having any kind of damage to cause it to crack, and went black again THE PHONE DID HAVE A CASE ON IT. 
  
  When **** took it back Friday morning 5/9/2025 the gentleman said the frame was bent and thats why it didnt last. They wouldnt warranty it or do any kind of in-store credit. **** left the store after being upset because they ordered him a new screen for $140 or he could purchase a refurbished phone for 249. Which we were not offered a refurbished phone the first time which would have been cheaper than the ****** that we paid. I tried to speak with the manager when I called up there and the manager would not speak to me. I was placed on hold and then told by the gentleman on the phone he went and spoke with the manager and he said the same thing! 0/10 wouldnt not recommend them. We are now out $****** and a phone that the screen is black on.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 05/13/2025

  Incorrect Information.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23308582
  There should be cameras in the business you should be able to pull the footage and see that the phone was in a case both times. Im sorry this is poor customer service from this company! I will not be satisfied until we come to some kind of agreement. 
  

  Sincerely,
  ******** *****