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:16/04/2025

  Type:Sales and Advertising 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.

  Pela case is advertising on social media (in this case Instagram video reels) promoting their cases are safe for babies to chew on. The video demonstrates this and uses it as a selling feature. I have owned two of these cases made from plant material in the past. They disintegrate on the phone over time, making it extremely easy to rip, bite or chew off small pieces of the case directly off the phone. I am a childfree woman but it doesnt take a mother to know that these products are not safe for babies and are an obvious choking hazard. I have reached out to Pela Case but as of today their irresponsible and dangerous ads are still online. Please before a baby gets hurt or dies (many comments from Moms online show they are motivated to buy this product and allow their babies to chew on it) have them remove and their Ads, redact their claims publicly online and issue a warning that health and safety, especially for our future generation, is paramount to making a buck. I would also encourage them to re-examine their marketing management team. I cant believe not one person in their department spoke up about this obvious issue. Id you can fine them, even better.

  Customer Answer

  Date: 16/04/2025

  Please find proof of purchase attached. This is my second purchase of the same product as the first one also disintegrated on my phone over time. As the case deteriorates, you can easily pull pieces of the flax plant material off the case like its a cheese string - and thats with normal adult use. I imagine it will deteriorate even faster as a baby chews on it. Its been 3 days since I reached out to the company and although they have responded, they have not taken the ads down or retracted their claims that these products are safe for babies. 

  Business Response

  Date: 18/04/2025

  Good day,

  Thank you so much for taking the time to share your experience and concerns with us. We deeply value feedback from our community, especially when it relates to product safety and the well-being of families and children.

  
  We sincerely apologize for the distress caused by our recent social media content promoting our cases as being "safe for babies to chew on." While our intention was to highlight the natural, non-toxic materials used in our products, we understand now that this messaging was misleading and could pose a serious misunderstanding about the appropriate and safe use of our cases, especially around infants and toddlers.
  Based on your feedback and others in our community, we are taking the following immediate actions:
  
  Amending the video 
  Reviewing our marketing language and visuals with a renewed commitment to responsible messaging, especially where child safety could be implied.
  Sharing this feedback directly with our leadership and marketing teams so that we learn from this.

  
  We recognize that child safety is not something to take lightly, and were truly sorry we fell short. Please rest assured that we are acting on this quickly and carefully.
  Thank you again for helping us do better, and for advocating for safety where it matters most. Your voice makes a difference, and were grateful you spoke up.

  
  Warm regards,
  
  Pela Case

  Customer Answer

  Date: 22/04/2025

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

• Initial Complaint

  Date:23/12/2024

  Type:Sales and Advertising 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.

  False advertising of the plastic free phone cases pela sells on their website is the epitome of greenwashing. Made with half plastic chemicals and the other half cellulose fibers from flax plants they add to their manufacturing process to make the product seem more legit.

  Business Response

  Date: 24/12/2024

  Hello ******,

  Thank you for reaching out and sharing your concerns.

  We deeply value your feedback and the opportunity to clarify any misunderstandings about our products and practices.
  At ****, we are committed to transparency and sustainability. Our phone cases are crafted from Flaxstic, a unique blend of plant-based materials and compostable biopolymers.

  While some components in the material are biopolymers derived from renewable resources, they are designed to break down in industrial composting environments, leaving behind no microplastics or harmful residues. This approach allows us to create a durable, eco-friendly product that aligns with our goal of reducing waste and protecting the planet.
  We understand how important it is to avoid greenwashing, which is why we are transparent about our materials and their lifecycle.

   

  To ensure customers can make informed choices, we provide detailed information about our products' composition and certifications on our website. If theres any specific information you feel is missing or unclear, wed love to hear your thoughts so we can improve.

  
  At the heart of our mission is the desire to create products that reduce reliance on traditional plastics and encourage a circular economy. We continuously strive to refine our processes and materials, and your feedback helps us move closer to that goal. As well, we have processed a refund to your order. Please allow 3-5 business days for the refund to reflect to your account.

  
  If you have further questions or would like additional information about our products, certifications, or compostability, please dont hesitate to ask. We are always here to help.

  
  Thank you for holding us accountable and supporting the conversation around sustainability.

  
  Warm regards,

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was sold a liquid screen protector with the guarantee that if my screen breaks, the company will replace my phone screen. I applied the product to my brand new phone, as per the very simple instructions and it left a horrible film. The company gave two suggestions for removal but neither worked. I would like my phone screen replaced because the product is clearly defective. They are refusing a phone call and genuinely have bad customer service. I am not okay with being sold a defective product that ruined my brand new phone. Very upset and the company is taking no accountability.

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered - July 17, 2022. Order number ORDER ********* I am writing to the BBB after many attempts to resolve this with ****. When they replaced by defective Lomi they replaced it with a refurbished one which is also not working properly. They say the warranty said refurbished replacement which it did not and I have the screen shot to prove that it said new Lomi and that refurbished Lomis are sent to special school projects. They agree they changed what the warranty says on the website (I have the email in which they stated that) which was after they had sent me a refurbished one instead of a new Lomi. I was and still am under Lifetime warranty because I subscribepurchase the charcoal and enzymes for $138 each year in addition to the original cost of the unit $460.10.Resolution I am seeking - Pela to send me a NEW Lomi and not charge me a restocking fee because they sent me a refurbished unit when the warranty said they would replace defective units with a NEW LOMI. I have screen shots of the warranty and the change on the website after the refurbished one was sent to me. I also have emails acknowledging that the unit sent was refurbished and that they did change the warranty wording on the website.Warranty on Website when I returned my unit and after they sent the refurbished one:We stand by our products and provide a free one year warranty on all Lomi hardware. Active subscribers get unlimited warranty coverage.We repair or replace your lomi for up to one year from the purchase date as you are in compliance with our warranty terms and conditions. Read the full Terms and Details here.Replace: In the rare occasion that a Lomi needs a full replacement we'll send send you a new Lomi.Refurbish: Should we need to replace your machine we take your original Lomi back in house to fix and donate to our Learn with *********** programs.

• Initial Complaint

  Date:03/10/2023

  Type:Delivery 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.

  I ordered a case and was told via confirmation email that it would be shipped out in 1-5 days. Over a week later it still has not shipped. Customer support has told me that it will be another 2-5 days to ship and has offered no solution. They blame a high number of orders this week, but this should be communicated in the confirmation email if it is a known issue. Shipping for the product and the product itself is expensive, and no refund even for shipping was offered.

  Business Response

  Date: 10/10/2023

  Good day!

  I hope your day is going well. 

  My apologies for the delay in the order and rest assured we have already shipped the order.

  Please see the shipping information below:

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

  As well, I refunded the shipping fee, amounting to $6.83.

  Please see attached invoice displaying the refund on the shipping cost.

  Let me know if there is anything else we can do to help.

  Kindly,

  Kris

  Customer Answer

  Date: 11/10/2023

  
  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

  Date:03/10/2023

  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 a product online and paid extra to ensure that it was shipped to be within a certain timeframe because I would be moving. Not only did the company send me an email saying that shipping was delayed because it was a "busy season", but they only refunded my shipping after I emailed them three times. They refuse to refund me for the product, because they demand that I send it back to them; however, I explained that I have moved and no longer have access to that address.

  Business Response

  Date: 10/10/2023

  Good day!

  Responding to this complaint. 

   

  We've processed the customer's request to refund the order and have fully processed the request. 

  Attached to this email is the invoice showing the order has been refunded.

  Please let me know if there is anything else needed to resolve this.

  Kind regards,

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising 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 my mother a Lomi composter by **** *** *** ******** ** *****. I found a promo code, which provided a discount, a warranty, and a FREE 2 year subscription for new pods for the composter.I just was about to receive the first new pods for my mother and I received an email a couple of days ago saying I will be charged. You can imagine my surprise as I thought they were freeI contacted ******** support to inquire about the unexpected charges for the pods. They said I made a 2 year commitment and will not let me out of it. I do not authorize these charges and they will be charging my account on July 2. The website will not let me cancel the subscription and I am hoping you can help. As you can see in my receipt image, this was completely misadvertised.

  Business Response

  Date: 19/07/2023

  We aplogise for any confusion regarding this purchase. It is indicated during purchase that this is a subscription and the fees that will be charged for this, during checkout the customer does opt into this. We are reaching out directly to the customer to follow up regarding their concerns and assist them to resolve this.

• Initial Complaint

  Date:20/06/2023

  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.

  On Sep 2021 a biodegradable phone case and liquid screen protector was purchased. Pela is certified "B" corporation & climate neutral certified. Their products are targeted to consumers that are concerned about their impact on the environment, & are therefore willing to pay a premium to mitigate/neutralize their carbon footprint. Pela provides screen protection guarantee if you purchase both a case and liquid screen protector from the company, and states if damage comes to your phone screen they will provide a refund; they do this to instill confidence do to the unusual nature of their product and it's biodegradable claims. The guarantee description doesn't say it has to be used within one year of purchase for the protection to be valid. It's deceptive to sell a product with multiple applications and not clearly state that warranty won't apply if that product is not re-purchased within a 1yr period, especially since it is expensive & buying multiple applications is used to justify the cost. Pela's promotional materials emphasize the fact that it has multiple applications. The phone screen guarantee coupled with having multiple applications, implies the product is good for 3 yrs instead of 1 yr, if you only have 1 cellphone.My phone fell and I contacted the company because my screen became damaged & needed to be replaced. Pela refused to honor it because it was purchased Sep-21, even though there were 2 additional screen protection doses left, with 1 re-application due within the 1yr sell date.I could not find on their website anywhere where they said the guarantee will not be honored if you used the vial for multiple applications.The language on ****'s website for 'canopy liquid screen protector' needs to clearly state that Pela will not honor the guarantee if you buy the product thinking you have bought a 3 yrs supply to protect your phone. It is a predatory sales practice to not say this & to also not have a section disambiguating "1 yr use."

  Business Response

  Date: 21/06/2023

  We apologise for any confusion with our stated policies as do clearly state the coverage on our site. We have followed up with this customer directly to provide clarity and a resolution to this concern. 

• Initial Complaint

  Date:16/05/2023

  Type:Customer Service 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.

  Pela does not publish negative reviews on their website. The product ratings on their site are ********** because they do not include 1 or 2 star reviews. I purchased the liquid screen protector from Pela and after applying it according to the directions, my phone scratched immediately. I tried to publish a negative review on their website because the product does not function as advertised. But they never published my review. They only publish positive reviews. They also only show 10 reviews. You cannot look back at older reviews or search based on score. These practices are very deceptive and mislead potential buyers into thinking that no one has ever had a problem with their product.

  Business Response

  Date: 22/05/2023

  We are so sorry to hear this customer had issues with one of our products and review system. We do encourage the customer to reach out to our support team directly so we can look into the product issues they had. Our reviews do update throughout the day so that customers can see more product reviews and because of site limits. We apologise that this customer missed seeing their review on the site as it could have been in a different update.

• Initial Complaint

  Date:21/02/2023

  Type:Product 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.

  After purchasing several cases/grips from Pela and having them fall apart eventually, I finally decided to reach out regarding a replacement when a grip I purchased in October was broken. I’ve submitted their online form multiple times trying to contact them with no response, and I will likely stop purchasing anything from Pela after this experience. I also use a Pela case and the liquid screen protector and yet my screen has scratched, but without a response from their only method of contacting customer service, their guarantees are worthless.

  Business Response

  Date: 23/02/2023

  We are sorry to hear that the customer has been unable to contact us. We have reached out directly to this customer to assist them as we could not find any previous incoming contact from them regarding these concerns. We look forward to resolving this directly with them.

  Customer Answer

  Date: 26/02/2023

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