ComplaintsforZAGG, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase a protective cover for and Apple Watch. The cover was defective. After several emails, the Zagg, Inc. agree to replace the item as a One Time Courtesy free reshipment. My order number is ******** placed on 26 June 2024 directly with the company. My complaint was filed with them on 03 July 2024 as request 6865636. I confirmed my shipping address but have not received the replacement product. Since, I sent a letter to Mr. Emik, Customer Care Manager on 12 August 2024 but have yet to receive a reply. The item is the Zagg, Inc. Glassfusion 44 mm screen protector form my Apple Watch. I made several attempts calling 801.263.0699 (customer support) and 800.700.9244 (corporate office) without speaking to anyone being on hold as long as 30 minutes. It is impossible to get someone on the phone.

  Business response

  09/06/2024

  Hello James,

  I am sorry to hear you never received your InvisibleShield we offered to send to you when you reached out to us back in July. I can certainly understand your frustration. You state in this complaint that you verified the shipping address but in reviewing the communication ticket 6865636 (see attached) there is no response verifying your shipping address, which is why we have not sent the free replacement.

  You stated one of the InvisibleShields you received was defective because the corners were pulling away from the device. I can assure you we have not had any changes with our product and there have been no other contacts about the problem you had. I am sure you are familiar with installing the InvisibleShield, sometimes just not allowing the InvisibleShield to adhere correctly can cause this problem. I am providing our installation tips for the next time you install our InvisibleShield.

  I can also see that Al Emik, our Customer Care Manager, has responded to your letter and also provided a video link that might help you with installation. You can find his response under the ticket ********

  I've got a few tips for install! 

  1. Before installing, remove all cases from your watch or phone. 
  2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If you've got a watch, do not wear it overnight after installation. 
  3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along. 
  4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself. 

  Per your desired request for a refund of $9.99, there was no order for that amount, so I went ahead and refunded your original order ******** in full for $19.69. 

  I thank you for reaching out to us and providing your feedback. Hearing customer feedback is always appreciated so we can learn where we need to do better and what we are doing right. I hope the steps I have taken resolve your concerns.

  Warm regards, 
  Sidney 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I had two warranty replacement orders - order number ******** and order number *********  Both were shipped out and I had received an email confirmation of shipment with tracking number by FedEx. I was actively tracking the shipment and I see that it shows delivered but I haven’t received it. I see the picture where it’s delivered and it’s not delivered at my home. Seems like it’s delivered at the wrong address. My correct address is **** *********** ***** *********** ** ******  Please rectify this and send both my replacements to the correct address. I tried reaching out to support but they said they have to tracer something and I have to wait. I have paid for shipping of both warranty replacements as well and expecting zagg to ship it out asap. I also tried to call zagg customer service phone number but as per IVR, it’s temporarily unavailable. Best, Rohit

  Business response

  09/03/2024

  Hello Rohit,

  I am sorry to hear you have not received the two recent orders placed with us, ********* ********* In reviewing your history with ZAGG we show we have sent the following free orders:

  IR14995095 free, July 25, 2016 
  A free re-fulfillment August 15, 2016, No order number due to age 
  ********** Not received September 16, 2016, reshipped with **********  
  ********** free, September 16, 2016  
  ********** free, November 28, 2016  
  ********** reshipped with **********, February 07, 2018 
  A free re-fulfillment May 21, 2018, No order number due to age 
  IR29450179 reshipped with **********, June 12, 2018

  The billing and shipping address on each order is as follows is what you stated your address is:

  ***** ****  **** *********** *****  ************ ******* *** *** 
  Canada 

  As we have more than satisfied your previous claims of eight not received orders, we are no longer able to continue sending packages to an unsecure address. It is standard procedure for ZAGG to file a trace request anytime we get repeated not received requests, and we have filed a trace complaint with FedEx, who delivered both orders. See attached photos from FedEx with the current delivery photos, the photo matches the address you confirmed, see attached Google photo of home address.

  We will need to wait for the trace to be completed with FedEx before we take any action. You are welcome to file a chargeback with your card company if you feel we are in error of the stated delivery confirmation from FedEx.

  As for our phone number, we are closed on weekends, and we were closed on Monday, September 2nd, 2024, due to the Labor Day holiday. Our regular phone hours are 9am-6pm ET Monday - Friday. 1.800.700.9244 or 1 269-743-1340. 

  We appreciate your patience and understanding in this matter while we give FedEx the time to investigate these two deliveries.

  Warm regards, 
  Sidney 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been on the support line for over an hour and a half waiting for someone to pick up. I don't know how else to get through.There are no live chat representatives nor an email address on site for support. I am trying to get a replacement for my Glass XTR3 for iPhone 15 Pro -- a rather expensive product. The website says "Out of Stock" and allows me to sign up for a notification when it's back in stock...BUT!If I add the product to my cart, no issues. It lets me add it, even has sent me an abandoned cart reminder email to encourageme to finish my transaction.So which is it? Is the product out of stock or not?If I'm able to buy it (at full price, mind you) then I'm left to believe the product is in stock and I am not being allowed to replace it. I'm becoming convinced there are no actual support representatives to talk to. Would like to be able to replace my rather expensive screen protector with the obviously in-stock product.

  Business response

  08/13/2024

  Hello ****, 
  
  Thank you for reaching out to us about your confusion when trying to get a warranty item and receiving the out of inventory notice, yet you can buy the product new from ZAGG.com. We are very sorry if you were on hold for an extended period trying to reach one of our agents. We help every customer who has reached out to us with the same care in trying to resolve all their concerns. So, we appreciate your patience when trying to speak to a Care Agent.  I am happy to explain why you see the message we are out of stock for warranty.  
  
  I would like to assist you further once we do receive more inventory for the item you are looking for, but I am unable to locate any account under the email address or name provided on this complaint. Do you have a ZAGG account under a different email address or name?  
  
  The packaging is different, which is why you can see one still available and the other is not. We have different inventories for products packaged as new for sale and products packaged for warranty replacements. We are temporarily out of stock for the InvisibleShield you would like to warranty, but they will be replenished at our warehouse shortly. I appreciate your patience while we are waiting for more inventory.  
  
  No matter how well we try to anticipate our customers' needs we sometimes fall short when planning how many warranty items to order, due to unforeseen situations and circumstances beyond our control.   
  
  So, I sincerely apologize we are currently out of inventory for the Glass XTR3 for iPhone 15 Pro that you need. You can create a ZAGG account by going to ************************************************ and selecting Create Account. Once you have created your ZAGG account you can register the device you have and then enter your email address so we can notify you once we have that product.  
  
  If there is anything else I can help you with, please tell me, and I will be happy to email you once we receive the product you are trying to warranty.  
  
  Warm regards, 
  Sidney 

  Customer response

  08/14/2024

  
  Complaint: 22128695
  
  I am rejecting this response because: It is my only means to provide a reply to you. I appreciate the response and the explanation. 

  Try removing the "+bbb" from the email address and you should find an account. 
  

  It's disappointing that you don't have inventory for replacement screens since that's part of why I chose to go with a zagg product to begin with-the usually fast replacement process.
  

  It's also disappointing that I got a response here but struggled to find a means to reach support directly, and when I found a phone number, was met with an excessive wait time. I recognize this is very unlikely to be YOUR poor hiring decision, but appreciate if you can pass that feedback along. Poor customer service experiences are a surefire way to lose customer trust and loyalty. 
  

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

  Business response

  08/14/2024

  Hello ****, 
  
  Thank you for your response. I agree 100% with you that our customer service experience is crucial in keeping our customers and I have already passed along your negative experience. We take our customers' feedback very seriously as we are always looking for and discussing ways in which we can better our current processes.  
  
  I was able to locate your account by removing the bbb from the email address. I assume you want to warranty your Glass XTR3 for your iPhone 15 Pro. This is a very popular product, and we are looking to receive more of this product around the last week of August. 
  
  If the address on your account is where you would like your warranty shipped to, I will send you one free Glass XTR3 for your iPhone 15 Pro once we get it in. If you want it shipped to another address let me know what that address is. I will follow up with you by direct email once I have ordered your warranty.  
  
  Again, I am sincerely sorry for the negative experience you have had with us, but I do appreciate the opportunity to make it right.  
  Warm regards, 
  Sidney 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/14/2024 I made a purchase on zagg.com for 2 screen protectors for a new iPad Pro 11 inch and 13inch it was assigned order number ******** this order was delivered 5/17/2024 I installed the screen protectors the next day 5/18/2024 after installation of both screen protectors I noticed that zagg had not properly designed them and they covered the front microphone I contacted zagg that day. It took them 3 days to respond and they stated that they knew the product was not designed properly and did advise I could return them at my own expense for a refund zagg at this time still was selling this product and not informing potential buyers of the design flaw I asked if I would be able to get the new design when it was available and was told they would have to wait and see I did not like this response so I then requested to return the items this should be done at zagg a expense as they knowingly sold items that to not work properly

  Business response

  06/10/2024

  Hello ***********,

  Thank you for reaching out to ZAGG about your InvisibleShield concerns and the confusion with the communication from us. We apologize for the inconvenience. We will design products based on our understanding of the product, as we do not receive new Apple devices until the product is released for the public, and in doing so, we determined during our extensive testing of this product as the device became available, we discovered a few areas of limited functionality that do not meet our expectations. We have revised the design of the product and fully tested it against the new devices and are rapidly producing a new version that we would be happy to replace for you when it becomes available in early July. 
  
  However, I have emailed you a return shipping label so you can return both items at ZAGG expense, if you would not like us to send you the new InvisibleShield once we have them.  
  
  We do process mail in the order it is received, so please keep this in mind. Once we receive one or both items, we will happily refund you at that time. If the email did not go into your inbox, please check your spam or junk folder: 
  
  Your tracking number is 9202090107842006421326

  Again, we apologize for any confusion when you contacted us and hope this clears up any confusion.

  Warm regards, 
  Sidney 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The new protective materials being used in the Zagg privacy shield is unsatisfactory and isnt like the material originally being used. Im literally having to purchase replacements shield of $12 several times a month each month. This is unacceptable and due to unsatisfactory craftsmanship in quality control of the product youre selling. The material cracks even if dropped on flooring with carpet. Even with a protective case and the replacement shield for $12 is basically a payment plan mechanism as the product wont last a good 90 days unless you prevent any drop of the device. Today my device fell on carpet next to my bed and the shield cracked in 3 places.

  Business response

  05/06/2024

  Hello, 
  
  I am very sorry to hear about your concerns regarding the experience you have had with the InvisibleShields you have been purchasing. I can assure you our InvisibleShield material has not changed, but with the information you provided, name and email, I am unable to locate any account for you through ZAGG.com, so I am not sure what device or type of ********************** you have.   
  
  Is it possible you are purchasing your warranties replacements locally through a kiosk or reseller? I am not able to address your specific concerns unless I know exactly what type of InvisibleShields you have been receiving and the device model. However, I can tell you I have been with ZAGG for 16 years and we have not changed our basic InvisibleShield material.  
  
  As for the Limited Lifetime Warranty, I can tell you through ZAGG.com, the replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $9.99 in the ********). This includes a completely new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition for self-installation, as well as handling to process your order.  
  
  If you are receiving your InvisibleShields locally through a kiosk or third-party reseller, which are all independently owned and operated, any fees they charge does provide you with a free InvisibleShield and the fee is for their professional installation which is guaranteed for two weeks after installation. If the InvisibleShield is cracking within two weeks after installation, you should be returning to the place of purchase along with your receipt.  
  
  If you do have a ZAGG.com account, please respond with the email it might be under or any order numbers you might have. Once I have more information, I would be happy to investigate your concerns.  
  
  Warm regards, 
  Sidney 

  Customer response

  05/06/2024

   
  Complaint: ********

  Phone: ************ 

  The number used to buy the install and product in the corporate store. 

  I am rejecting this response because: its the Zagg corporate location on the following below:

  The material cant be the same quality as the slightest contact with any structure the material breaks. Previous iPhone models the privacy shield would last sometimes until the tent was brown and then after a year a replacement would be needed. You all really need to go back to the drawing board and re do the quality and control of your shield products. The material now is completely unsatisfactory. My iPhone 14 Pro *** will be the last product that has your shield until there is a redesign of the material hopefully in the future. 
  
  

  Location of corporate store I go to:

  
  ***********************************
  Unit 102
  *******, **  84047
  *************
  

   

  Sincerely,
  
  Di Ser Piero

  Business response

  05/07/2024

  Thank you for your response, and I am very familiar with the ZAGG store on ****************************. I appreciate your feedback about the Privacy InvisibleShield, and I assure you no changes have been made regarding the material of the Privacy InvisibleShield. 

  I reached out to *****, the ******* Junction store manager, and explained your concerns. He told me he has the exact same InvisibleShield as you and he confirmed that no material has been changed since he started working at ZAGG, 12 years ago, and like I said, I have been with ZAGG 16 years, and no changes have been made to the actual material. He would like you to come in and he would be happy to personally help you with all your questions and see what can be worked out. He can also be reached at the email of **************************************** or their phone number: **************, just refer to the BBB complaint so he will know why you are reaching out.  

  I am sorry if I cannot resolve your concerns, but hopefully, you will reach out to ***** for some one-on-one help.

  Warm regards 
  ***********;

  Customer response

  05/07/2024

   
  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.
  
  Sincerely,
  
  ************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 replacement screen protector for my iPhone 12s on 4/3/24 order # ******** costing $9.99 for shipping. I received an email on 4/11/24 stating it had shipped via **** and a tracking # was given. I have tried to track the package but it states the package has not been picked up by the carrier. I have sent 2 emails to the company with no response. I contacted them by phone and sat on hold for 36 mins waiting for someone to pick up before I was unable to wait any longer. I am still trying to locate my package or request reimbursement.

  Business response

  04/22/2024

  Hello Autumn

  I am sorry to hear you have not received your order ******** and have not received a response from us when you emailed ** on Friday, April 19th, 2024. We did respond to you with an automated email which was: 
  Email notification template for #************** 

  Thank you for contacting ZAGG. It looks like youre concerned about not yet receiving a package. If you have your tracking information, bear in mind that the estimated delivery date listed may be subject to change. <a href="**************************************************************************">Click here for more information regarding processing and transit times</a>. This is an automated response. If these links aren't the help you were looking for, just reply to this email and we'll get an agent working on your ticket ({{ticket.id}}) right away. 
  
  If you did not see receive this, it is possible it could have been sent to your spam or junk folder.  
  
  As for holding on the phone, I am sincerely sorry, we have had some long hold times the last couple of days. I know how frustrating that can be when you are trying to reach someone. We do offer chat options that are extremely helpful and something for you to keep in mind next time you try to reach out to us.  
  
  As for your order ******** we did ship the order on April 11th, 2024, via ****.com and the tracking number is **************************. It does appear the package may have been lost in transit. While **** is typically reliable, we do see this from time to time.  
  
  I have refunded your order of $9.99 and am deeply sorry for any frustration or inconvenience we may have caused you. If you would like another warranty order, please place your order again. You may want to choose a shipper with better tracking, such as ***** ground.  
  
  Thank you for reaching out to ZAGG and again, I am sorry your order did not arrive in a timely manner. 
  
  Warm regards, 
  Sidney 

  Customer response

  04/22/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered replacement screen protector for my Iphone14plus on 03/26/24. Tracking was said to arrive 04/02/2024, today date is 04/19/24. I emailed 3 days ago a customer inquiry and have not received response yet regarding my issue. I called today on 04/19/24 to request more information and waited 25minutes on the phone and no representative never answered the phone. UPS and USPS both directed me to get in touch with my shipper. Zagg has failed on multiple levels . 1) They do not have adequate customer service response team, as they appear to not answer calls or emails 2) They decided that the "Mail Innovations" option to be the cheapest for them, yet most difficult for their customer. while Customers do "choose" shipping options. they have made their basic shipping one that has a horrible reputation and is best for their bottom line. 3) Number 3, being the worst offense, is the COMPLETE inability to reach anyone at ZAGG is mind blowing. The fact that they don't WANT you to talk to anyone, and when you do call the number, nobody picks up even after multiple attempts. Zagg while their products are good, their customer service is next to none. I will encourage friends and family to go with an alternative.

  Business response

  04/22/2024

  Thank you for reaching out to ZAGG *****. I am sorry to hear about your contact experience and can certainly understand your concerns.  
  We received your email contact on Monday, April 15th, 2024, and responded to your initial contact with an automated response on April 15th, 2024:

  4/15/2024 
  Thank you for contacting ZAGG. It looks like you’re concerned about not yet receiving a package. 
  If you have your tracking information, bear in mind that the estimated delivery date listed may be subject to change. ** ********************************************************************* **** *** **** *********** ********* ********** *** ******* **********

  This is an automated response. If these links aren't the help you were looking for, just reply to this email and we'll get an agent working on your ticket ({{ticket.id}}) right away.

  We then responded to your email as soon as you let us know you did not receive the answer you were looking for, which was on Friday, April 19th, 2024. 

  Our response on Friday resulted in a free re-fulfillment order being sent to you with upgraded FedEx ground shipping.

  As for your shipper concerns, once a package has left our fulfillment center, ZAGG no longer has any control over that package. We provide several shipper options for our customers to choose from, and it looks as though you choose UPS Mail Innovation. While this shipper is typically reliable, as with any shipper, tracking scans do get missed and sometimes packages are lost. We are not making excuses, and we do expect all our shippers to deliver our packages in a timely manner, so we can only apologize if that was the case in your situation.

  Lastly regarding your concern that we make it impossible for customers to reach us, I assure you that it is not intentional at all. We give every customer our full attention to resolve their concerns, and sometimes that time can be longer than we anticipate. We provide direct chat options, email and of course phone calls during all our working hours. We provide ample staff to handle all our calls and contacts and sometimes there are situations that are out of our control, such as time of day customers chose to contact us, which may have played a role in your situation. I can see you called at 11:11:29 am and hung up at 11:40:18 am. It does appear you called just as we had an influx of contacts. So, we do apologize for any inconvenience you experienced but again, it is never intentional for us to make our customers wait.

  It appears your free re-fulfillment order has shipped by FedEx ground, your tracking number is ************, and the package was delivered on Saturday, April 20th, 2024. We have also refunded the original shipping fee of $ 10.74.

  I hope I have been able to address some of your concerns. While we understand your time is valuable, we also want to make sure each customer receives our full attention to address all their concerns.

  Warm regards,

  Sidney

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the Zagg Glass plus Defense Elite for my ****** Pixel 7a. It was purchased at Best Buy with my phone, I forget the cost of the Zagg screen protector. It came with free replacement warranty. My screen cracked and I tried to reorder, but my screen has been out of stock for over three weeks. I was offered an upgrade replacement for $5. They give no indication of when it will be back in stock. Truly frustrating.

  Business response

  04/16/2024

  Hello ****,

  Thank you for reaching out to ZAGG. I am sorry to hear you have been waiting for the Glass+ Defense Elite for your ****** Pixel 7a. I understand how frustrating it is to want to order a replacement and not see it available. We strive to make sure we do not run out of stock, but it does happen sometimes.

  We are working to get some units in but in the meantime, we do have this option as a temporary fix and are wondering if you would like this product in the meantime, Glass Elite ****** Pixel 7a (Case Friendly) sku 200111147.

  If you agree, just confirm your shipping address and I can place a free order for you.

  I look forward to your response.

  All the best, 
  Sidney 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25, 2023 I purchased their product at Best Buy to protect the new iPhone I bought. The product is a glass protective cover for the iPhone. I paid $39.99 CAD plus taxes, and was assured there was a lifetime warranty for the product. Within 6 months the cover was cracked so I tried to get my lifetime replacement at Best Buy. Continued for about 2 months and they never had it, so I contacted ZAGG directly on January 26, 2024. When trying to get my replacement, it showed that I had to pay about $10 CAD - so I contacted them and they provided me a code, and I ended up paying $2.99 (probably USD) to have the product sent to me. I was not happy but agreed to it. The product lasted less than 2 months and it is cracked again. When I went to the site to see what would cost me to obtain yet another replacement the cart shows $25 as the cost. I contacted support and Brittani said this: Our InvisibleShields are not indestructible, in fact they are actually designed to crack upon impact, whether they are accidentally dropped or bumped against hard objects, a number of things could happen to cause it to crack. This is absolutely ridiculous. I am 51 and work from home. I never drop or bump or throw my phone - I have no idea how this screen keeps cracking. For ZAGG to expect a customer to pay $10 to $25 every time one of their shields crack it is unreasonable and unacceptable! This is very deceptive.

  Business response

  04/01/2024

  Hello *******,

  Thank you for taking the time to contact ZAGG. I am very sorry to hear that you are disappointed in our Limited Lifetime Guarantee for your InvisibleShield Glass Elite Apple iPhone 14 Pro Max. Customer satisfaction is very important to ZAGG and I would be happy to explain the Lifetime Guarantee process. 

  The replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website and on our packaging, we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $9.99 in the lower US). This includes a completely new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order. I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our warranties.

  As confirmed by your communication with Brittanie, if the InvisibleShield has cracked, that means that it was doing its job, absorbing the shock and taking the damage before the device and this is when the warranty would come into play. I understand you work from home and do not know how the InvisibleShield would have cracked, and feel we are being deceptive, I assure you we are not.

  I have been with ZAGG for 16 years, and I have seen many times where customers do not need a warranty for several years, or I have seen customers get a warranty every month. Everyone and every situation are very different, which is why we offer the Limited Lifetime Warranty.

  We provide thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customers. ZAGG does stand behind our Lifetime Guarantee and we have already provided you with a discount on your first warranty you got back on January 23rd, 2024. I have made a final exception and placed a new warranty for you at no cost, under 11034434. We have explained to you how our warranty works, and we ask that going forward you do cover all shipping and handling fees. There will be a note on your account reflecting that this is the last exception we are able to make for you.  
  

  Thank you for your understanding in this matter.  
  

  Warm regards, 
  Sidney 

  Customer response

  04/01/2024

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

  Their product description and warranty is VERY deceiving at the time of purchase. The reason of this complaint is not to receive $10 discount, or even compensation in any form. You can explain your product with all types of flowery excuses until the cows come home, the bottom line is that I was not able to have a lifetime replacement as per agreement at time of purchase. 
  
  - the product is no longer available at the store where I purchased my phone - which would have provided me with a replacement at no cost

  - when I required a replacement and found out it was not available at the store I then discovered I would have to incur further cost (shipping cost) to have the product replaced

  - I received a small discount the first time around and replacement only lasted a couple of months before cracking again

  - I was unable to order another replacement without going through all this as my account showed that no replacements were available

  - I was then informed that your product is designed to crack

  - you then reply to my compliant as if you are doing me a favor 

  Your quality and your customer service are appalling and I will make a point to get a different brand.

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My screen protector is lost. Zagg is refusing to help. USPS can't locate my pkg.

  Business response

  03/25/2024

  Hello ***,

  Thank you for reaching out to ZAGG about your order ******** placed on March 8th, 2024, for one Fusion Curve XTR2 Eco Replacement Sku *********. The shipper you chose was the UPS Mail Innovations shipper that transfers the order to the local USPS United States Postal Service. Sometime the tracking information is not scanned which creates frustration for you as the consumer and ZAGG. It looks like this may have happened to your order.  
  
  You contacted our social media team, and they told you they could not help you with your order concerns and asked that you contact the ZAGG Care team. By reaching out multiple times, this only created confusion for everyone in addition to frustration, not only for you but for our agents getting multiple contacts with the same information. Repeatedly sending the same information only creates a longer delay for you, as our agents must sort through all the contacts and get them organized to make sure we are responding to the latest one.  
  
  I am sorry you did not realize we post our shipping and delivery time, as business days, not the order date: Shipping (Standard: 5-7 business days). 
  I do see on Friday, March 22nd, that Patrick placed a free order under ******** and once it ships it will be shipped via FedEx Premium Ground: 2-5 business days). Please note that it is listed as business days!  
  
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  Shipping Estimations 
  Orders will ship as soon as practicable from when the completed order is received and payment is processed, unless noted at the time the order is placed or if you receive an email notice that an item in your order has been delayed. Preorders will ship at a future date. Any expected delivery dates that may be given are only estimates. Orders can be delayed due to verification or time of order being placed. Orders may be delivered in separate shipments. All purchases through ZAGG.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon tender of the item to the carrier. Shipping of non-Dangerous Goods to the following locations may take additional time as compared to shipments within the continental U.S. 
  Alaska, Hawaii, and Puerto Rico 
  Other locations outside of the continental U.S. 
  APO addresses (such as Armed Forces addresses overseas) 

  I have included a pdf of the free order and only the response from Patrick, otherwise there is just too much communication to post for fear of using too much data space.  You must remember when you reach out to us to allow us to respond to you first before sending any new messages. I believe this will allow you a much better experience with ZAGG and that each contact may take up to 2 to 3 working days to respond.

  Regarding your desired settlement, we are only able to refund purchases made directly through ZAGG.com. If you purchased your item from a third party such as Verizon, you would need to reach out to Verizon about any refund request.  
  I am sorry for your experience with ZAGG, but hopefully some of the information I responded with will help you better understand how you reach out to us in matters about how we respond. We will make your situation right, but you must do your part too.

  Warm regards, 
  Sidney 

*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. ↩