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:03/05/2025

  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 Safe Sleeve For my iPhone more than a month ago, and the company told me several times that it would be delivered, but it never was!All my other mail is being correctly delivered to me, but for some reason, **** says they cannot deliver my product, and returned it sender.Customer Support at the company wants ME To investigate the problem with **** rather than for THEM To investigate and correct the problem!They have wasted my time with several emails back-and-forth leading nowhere! I think the responsibility for delivery of the product lies with the vendor, not with the customer.I suggested that they mail the product by ***** since they have problems with ****. The company keeps asking ME To investigate the tracking history, but I dont have time to do this. I just want my product delivered to me!Please talk to the company, and get my product delivered to me. Thank you.Sincerely *** ****** ****************************************************************

  

  Business Response

  Date: 03/06/2025

  Hello,

  We have provided a reply to the customer via email this morning (3/6/2025).  There are still issues with his shipping address even though we are attempting to re-ship the order via *****.  Below is a copy of our email:
  
  Hello ***,
   
  Good morning.  
   
  We placed a new order for you (Order ******).  Our shipping team is working on getting this shipped to your address you have confirmed via FEDEX:
   
  *** ******
  4 Calle Parque
  Urb. Isomar
  **** ****, PR 00692
   
  However, every time they update the address to: "4 Calle Parque" - it automatically corrects to: 
   
  *** ******
  ****************************************
  URB ISOMAR
  **** ****, PR 00692 
  This could be because the order is going to ***** and this is the address ***** has accepted.
   
  Please advise if this address is correct and if we can ship here via *****? Otherwise, our team will need to investigate this issue.
   
  I look forward to your reply.  
   

• Initial Complaint

  Date:02/22/2025

  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.

  I ordered 4 sets of wired headphones and when I received them I opened one package, found that the plug would not work for my phone so I submitted a return and sent them all back. They only refunded half of my money claiming that some had been used. I never used any but I couldnt tell the plug was wrong until I opened the package. I have been in touch with their customer service and am getting no response.

  

  Business Response

  Date: 02/23/2025

  Hello ********,

  We have issued the remaining refund on your order in the amount of $44.46.

  Thank you.

  Customer Answer

  Date: 02/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
   
  

• Initial Complaint

  Date:12/18/2024

  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 purchased a SafeSleeve for iPhone 14 on November 18, 2024, under Order #******. The item was shipped with tracking number LW226346835US and was expected to arrive by November 21, 2024, before 4 PM. However, as of December 18, 2024, I have not received the product. According to tracking updates, the package has not moved since November 21, 2024, at 5:33 PM and was last seen at the ***********, CA Distribution Centre.I first contacted the company on November 28, 2024, to inquire about the delivery, and ******* ****** replied stating, "Unfortunately, it is hard to determine exact delivery dates for international shipments, as those are handled by a third party." I followed up again on December 16 and December 17, 2024, but have not received any response. I also requested a refund, but my request has gone unanswered. It is now clear the package is lost, and I would like assistance in receiving a refund or resolving this issue promptly.

  

  Business Response

  Date: 12/26/2024

  Hello *******,

   Your order was undeliverable due to the Canada Postal Strike that happened after your order was placed.  On the 18th, we issued you a refund. Please see our reply below:

  Apologies for the delay in the shipment, this is due to the strike happening in ****** Post. Also, we are not certain when will this be resolved.
   
  We have processed your refund for $64.90 and you will be receiving a confirmation email from us shortly regarding this transaction. Please allow for 3-5 business days for the funds to be credited back to your account.
   
  Please let us know if you have any questions.

   

• Initial Complaint

  Date:02/22/2024

  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.

  on 2/14 I ordered a SafeSleeve phone cover for my iPhone 15 Pro phone. I received it on 2/20, and it does not fit the phone! I sent an email, along with pics, asking for a pre-paid return slip so I can mail it back and get a refund. ************************* replied and told me a slip from "Shiphero" was emailed to me and to check my JUNK mail folder too. There is no email from them with a return slip. I have written several times about it and she/they are not even responding to me. They have NOT sent me a slip to return the phone. There are also no address/instructions listed on their website on where to mail it back. I want my money back!!! Again, they have not emailed me a slip to return the product.

  

  Business Response

  Date: 02/22/2024

  Hello ****,

  We have replied to our email on Ticket #****** and supplied the return label as of today.  Please reply to that email to confirm you have received the return label.  We will issue a refund for your purchase once the order is returned.

  
  Thank you.

• Initial Complaint

  Date:01/26/2024

  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.

  Ordered a 12.9 ipad case in early December. Received a case that had the pencil holder on the left side of case which won’t allow it to charge. Took picture as was required and sent that and issue to company. Received an answer that the issue was expedited and sent to the design team to be resolved. I requested a refund three 3 times and have heard nothing back. I assume that many might have received the same faulty case as it was designed wrong. I want a complete refund and would not want to deal with this neglectful company again.

  

  Business Response

  Date: 01/29/2024

  Hello *******

  Our last reply to you was on December 7th on Ticket #****** at which point we did escalate this concern to our management team for review.  In this email thread, we do not see any communication from you requesting a return for a refund.  We apologize if there was an oversight on our end regarding the request.  We have issued you a full refund today and you will be receiving a confirmation email shortly regarding the refund.

   

   

  Customer Answer

  Date: 01/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Sheila Eydel
  
   
  

• Initial Complaint

  Date:08/13/2023

  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.

  August 2 2023 Amount $81.47 Wrong size delivered.Attempted to contact email ********************************** twice via email with no response for a full refund. There is no return instructions, no phone and no customer service response. My order number is ****** I contacted the email through their website which does not register a sent response. This is very suspicious as I dont have a record of my two contacts to the company.

  

  Business Response

  Date: 12/14/2023

  On August 19th, 2023 we replied to ****** via email on Ticket #******.  The email provided detailed information regarding how to return the product back for an exchange. We did not hear back from ******.  We kindly ask that she checks her spam folder in her inbox for our email as our reply *** have been sent there.
   

• Initial Complaint

  Date:05/15/2023

  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.

  Earlier this month I ordered an anti-radiation shield for my iPhone from Safesleeve at **** *************. ******** *****. My order number is ****** of May 10, 2023.I have received the cell phone case, but it does not shield the cell phone operator (me) from radiation. Using a professional level EMR meter next to my phone--first with no shield to establish a reference--meter reading in excess of 40 mW/cm squared. i then installed the phone in the shield and made same test--again radiation level exceeded the *** maximum safe level 40 mW/cm squared.The case also has a magnetic lock which is next to where credit cards are to be kept--WOW!I am a heart patient with a pacemaker, this kind of radiation can be deadly. I am an engineering writer, and deal with this such radiation reports from ***. *******************

  

  Business Response

  Date: 05/16/2023

  Test results can come back unreliable and inaccurate due to a variety of factors when testing outside of a controlled lab environment. A lab setting is the only legitimate way to show the effectiveness of a radiation shielding technology for a few main reasons:
  
  1) A controlled source is the only way to conduct a scientific study. Note that the controlled source that we used was specifically designed to simulate emissions from wireless electronics (RF and ELF emissions of various frequencies).
  
  2) Ambient levels in a non-controlled environment will affect readings, rendering the results inaccurate.
  
  3) At home equipment is not suitable for emissions by a wireless device, nor are they reliable.
  
  You would also have to be sure to test on the side where the front flap is, because that is where the shielding technology is housed.
  
  Please note that there is only one way to test the shielding ability accurately and that is in an accredited lab. You can find our FCC accredited lab results on our website here: *****************************************************************************

  We have issued a refund in the amount of $59.95 via PayPal. 

  Customer Answer

  Date: 05/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:02/27/2023

  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.

  There is absolutely no response to a RETURN/EXCHANGE request for an item purchased for a Christmas gift. I am a multiple repeat purchaser and am truly shocked at the lack of ***************** This company offers NO phone numbers, NO Chat online options, and ZERO response to REPEATED customer service requests TO THEIR EMAIL ADDRESSES PROVIDED... YET they advertise on their Website Guarantees to the contrary. It is the WORST I've encountered. VERY SHADY. They need to be investigated for dragging their consumers through all this. If you look at the ratings, EVERY PARTY that needed **************** received NONE. The only positive reports are for those that were satisfied with the products they received and needed no response from the company WHICH OFFERS ZERO OPTIONS TO REACH THEM. Yet they will get false accolades from News Papers for their 'Hands OFF Management Style'. TERRIBLE. ***FURTHER, their response on the BBB site was ALL FABRICATED LIES to look good to any who might read these reports.

  

  Business Response

  Date: 02/28/2023

  On 2/28/23 our support team followed up with you via email as well as via ******** Messenger.  We sent a screenshot of multiple emails we have received from you in our system with responses to your questions/inquiries regarding your return request. We responded immediately to every email and sent you the screenshot of that communication.  We have sent you a return label on Ticket #****** to send the case back to us, and we have already refunded you for the case. 

• Initial Complaint

  Date:09/12/2022

  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 ordered a a safe sleeve case for my iPhone SE. They sent a case that was way too small with no packing slip, no return slip, and no phone to settle disputes. Their support team email address says to respond above a hashtag line, with no possible way to do so, and no support when asking how to do so. This was a huge disappointment!

  

  Business Response

  Date: 09/20/2022

  After reviewing your email correspondence with our support team - it looks like we have provided you with a direct link to repurchase the correct case you need. That email was sent on September 13th and it looks like you made the purchase that day as well. I understand you were looking for phone support which we are currently not set up with.  However, our team was able to respond to your questions and inquiries on ticket 97965 within 1 business day.  We are happy to hear you have now repurchased the correct case you need for your phone.  Thank you. 

• Initial Complaint

  Date:08/03/2022

  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.

  Beginning July 21, 2022 I started sending emails to SafeSleeve regarding:I requested that SafeSleeve delete my online account and access, remove my email address from their email list and remove my information from any postal mailing list as well. I also informed SafeSleeve that I contacted Shopify and Shopify directed me back to SafeSleeve to have any data SafeSleeve sent to them deleted. Shopify told me they are only a processor on SafeSleeves behalf and that Shopify cannot decide how to process SafeSleeves information. Shopify says they will help SafeSleeve fulfill my request by giving SafeSleeve the tools to do so and by answering SafeSleeves questions.I also requested that SafeSleeve ensure my information is deleted with Shopify as well.I sent emails to SafeSleeve on July 21, 2022, July 26, 2022 and August 02, 2022. I have not received a response from SafeSleeve regarding my request.

  

  Business Response

  Date: 01/26/2023

  We have been in communication with you via email since September 2022 assisting with getting your personal data removed from our Shopify Store.  We sent you a screenshot on September 26th, 2022 on Ticket #***** showing Shopify will delete your data on January 17th, 2023.  That said, your information has been removed from our shopify store as of today

  Customer Answer

  Date: 01/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Thank you very much for your assistance.
  
  Regards,
  
  *******************