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:09/26/2024

  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 purchased a spigen phone case from my cell phone carrier **** less than 6 months ago and the case is faulty I have sent multiple emails have gone back and forth with spigen with no solution. Spigen warranties their cell phone cases as stated on there product but they have not replaced the item I have emailed them several times withing the last week and they are now not responding.

  Business Response

  Date: 09/30/2024

  Hello, we truly appreciate the customer taking the time to reach out to us.

  Upon reviewing the customer support ticket and order details, it seems that we were unable to verify a valid proof of purchase as required by our warranty policy. However, a warranty replacement was issued on September 27, 2024 as a courtesy. 

  We sincerely apologize for the prolonged back and forth with our support staff, and we will take necessary measures to reeducate our staff in order to provide a more efficient and quick outcome in the future. We truly appreciate the customer's patience and understanding at this time.

   Thanks again for reaching out to us, and we hope to provide a much more pleasant experience. 

  Customer Answer

  Date: 09/30/2024

  I am highly dissatisfied with Spigen as it took them me reaching out to the BBB for a solution no response or effort was made on there part to respond beforehand. Spigen warranties all their cases therefore a reciept should not be necessary to prove it is a Spigen product i sent several pictures and explanations proving it is a Spigen product there is no fineprint stating a receipt is required in order to recieve a warranty replacement I have yet to recieve the replacement and I WILL be returning here if not received. Thankyou BBB for your assistance in this ongoing matter.

  Business Response

  Date: 10/01/2024

  Hello, we would like to start off by apologizing and clearing up any misunderstanding. We would like to assure the customer that a replacement was issued before our staff was made aware of the BBB review, and the replacement package is currently in transit. The tracking number has been provided to the customer via email. We try our best to assist customers within the scope of our policies, regardless of whether a BBB review has been submitted. We truly apologize for any misunderstanding this may have caused. 

  Unfortunately, we do find that our products are copied by third parties, and there are counterfeit products in circulations that we cannot assure the quality or sourcing of materials. We end up receiving numerous warranty claims by customers who have unknowingly purchased these items, and our staff try to authenticate every product to ensure the customer has purchased a genuine item before the proper assistance is provided. We truly apologize if this has caused any inconvenience. 

  We will try our best to provide more quick and efficient assistance in the future. Thank you so much for your understanding. 

• Initial Complaint

  Date:09/20/2024

  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.

  I am frustrated by the poor support I am receiving.I am trying to buy the Tough Armor T AI (MagFit + Camera Control) for the IPhone Pro 16 but it is out of stock on your website and is not for sale on ******. I've emailed multiple times asking when it will be in stock and have gotten no response. I also sent a few other questions to customer service and they were slow to respond, did not answer all the questions I asked, which required me to follow up.I need to know when the case will be available so I can plan accordingly or I need to purchase another case. My new iPhone is due to arrive Monday and I need a case.Given I have been a good customer over the years and have experienced poor support now, I request you send me a complimentary case of what I requested above in MagSafe black. Otherwise I will be forced to use another company moving forward. If this is the poor support I receive to send you money and buy a new product, I can't imagine the poor support I'll receive if I have an issue with the case itself later.A disappointed customer

  Business Response

  Date: 09/30/2024

  Hello, we truly appreciate the customer reaching out to us regarding this matter.

  First off, we would like to apologize for the back and forth of the exchange as our customer support agent should have addressed all questions within the first response. We will be communicating with the appropriate team members to ensure that our agents respond with the most efficiency and care moving forward. 

  We have, since then, provided an additional response via email regarding the updated status of the product the customer has inquired about. 

  We would like to thank the customer for their patience and understanding regarding this matter. 

  Customer Answer

  Date: 09/30/2024

   I still maintain my request for a complimentary case to be sent to me of the model requested, given the experience. This was not addressed in the BBB response from Spigen

  Business Response

  Date: 10/01/2024

  Hello, truly appreciate the customer reaching back out to ** regarding this issue. Unfortunately, we are unable to send out gift or free products for issues other than for warranty replacements or due to an error in shipping. We truly apologize for this.
  
  However, we have reached out to the customer via email and provided the highest discount code possible for our Amazon store. We hope that this helps makes things right, and we appreciate the customer's patience and understanding. Thank you.

  Customer Answer

  Date: 10/01/2024

  
  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.
  
  
   
  

• Initial Complaint

  Date:05/24/2024

  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 purchased a Spigen Rugged Armor case and Spigen Magnetic Ring Plate (MagFit) Adapter for my Pixel 8 Pro. The magnetic ring does not align properly with the phones wireless charging coils, making wireless charging unusable. Despite providing detailed information and evidence of this widespread issue, Spigens customer support deflected by suggesting that my Anker charger was incompatible, which is irrelevant and misleading.I am disappointed with the quality of the product and the gaslighting response from customer support. I request that the ******************** assist in resolving this issue and ensuring Spigen takes accountability for their product's design flaws.

  Business Response

  Date: 05/31/2024

  Hello, we would like to express our sincerest apologies in the customer's experience. We would like to assure the customer that we definitely did not intend to gaslight or mislead the customer, and we apologize for any inconvenience this issue may have caused. 

  Currently, a supervising member of the staff is reviewing the support ticket and its handling of the situation. The lead member of our team will be reaching out to the customer within the next 1-2 business days with a resolution to the issue. We will also be taking time to internally work with our staff so that this level of assistance does not occur again. 

  We would like to thank the customer for their patience and understanding. 

• Initial Complaint

  Date:05/22/2024

  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.

  I placed an order on Amazon and the ** rep did not follow up and issue the promised replacement. The messages in Amazon show that the ** rep lied to me once getting my address."At this time, we would like to offer to send you a brand new replacement directly from our facility.If you are interested in this offer, please confirm your current shipping address. Best Regards,StevenSpigen Customer Support"ORDER # *******************

  Business Response

  Date: 05/29/2024

  Hello, we wish to extend our sincerest apologies to the customer for this less than pleasant experience. 

  We have thoroughly reviewed the support ticket, and it seems that there was a misunderstanding between agents causing an inconvenience to the customer.

  While we normally require photo proof of the issue and batch number information for issues such as these, it seems that this requirement was waived to ensure a speedier resolution for the customer. However, this was not fully communicated to the agent who handled the subsequent responses, and further information was requested from the customer. We truly apologize for this experience, and we have taken steps internally to reeducate our team to ensure this does not happen again. 

  We have also reached out to the customer directly to offer further resolution. We truly apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 05/29/2024

  Spigen never reached out to me for a resolution.

  Business Response

  Date: 06/04/2024

  Hello, and thank you for the response. The case was escalated for review and a lead member of our team has since reached out to the customer to make this right. 

  Since a refund was already processed and completed for the order, a discount code for the highest possible amount on our Amazon Store has been provided to the customer. The code can be applied to any order from our official Spigen Amazon store at the customer's convenience. 

  We truly appreciate the customer's patience and understanding while we worked for a resolution. 

• Initial Complaint

  Date:02/21/2024

  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.

  Ordered phone case from Spigen on Feb 4 **** for 45. The company sells the same case on Amazon for 16. I want a refund. Order number ******

  Business Response

  Date: 02/21/2024

  Hello, we appreciate the customer for reaching out regarding this matter.

  Because Amazon is a competitive site, the prices do vary depending on a daily market review and may differ from our Spigen.com site. Our Amazon and Spigen.com stores operate independently with their own stock and inventory, discounts, promotional events, and Reward Program (Spigen.com only). Unfortunately, we are unable to modify the order details, and we are unable to price match the order at this time.

  However, we have approved a return request for the item, and the customer is welcome to repurchase the item from our Amazon store front. A full refund for the product will be issued once the order has been received and processed by our Returns Team. 

  We do appreciate the customer's understanding and wish to extend our sincerest apologies to the customer for any inconvenience.
  

• Initial Complaint

  Date:12/28/2023

  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.

  Spigen is worst company and their customer service reps lie on the face of customer. I would never buy anything from them again. I purchased a case for my iPhone15 pro mag safe case and what they sent was not Mag safe it also looked different than what I purchased.Also there was no seal in the box, it was scratched and had wear signs right out of the box. Contacted seller and they said they would send the replacement however weeks later never received anything and luckily this order was still under return window and I got my money back. But I would rate 0 star for the product and customer service. DO NOT RECOMMEND THIS CASE AND THIS BRAND.

• Initial Complaint

  Date:12/13/2023

  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.

  I purchased a Spigen ******************* for my iPhone 12 mini in February 2023. It was advertised as anti-yellow resin and "won't turn yellow". After a few months the case turned yellow. I have been attempting to contact customer service at ************ and via a web support ticket, but no one answers the phone and I have received no email response from the company acknowledging the ticket or request for a replacement case or refund.

  Business Response

  Date: 12/15/2023

  Hello, we truly appreciate the customer reaching out to us, and we apologize for the issue with the case as it certainly should not have happened. 

  Our support team has responded to the message via email within 11 hours of receipt. However, it seems that the response could not be properly delivered as the email address that was entered by the customer when creating the support ticket contained a typo in the email domain. At this time, we have reached out to the customer using the correct email address with the next steps for warranty program.

  We truly apologize for any inconvenience this may have caused, and we will try our best to resolve this as promptly and efficiently as we can. 

   

  Customer Answer

  Date: 12/15/2023

  
  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:12/10/2023

  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 have sent two emails without any response from them:Email 1:For whom it may concern:I have recently sent back an exchange for this iPhone case, when will I be expecting the exchanged item to arrive? Thank you and happy holidays.Return Item Tracking# ********************** Email 2:For whom it may concern:A product bought from Spigen.com has delivered to the returning address by the return label, my RMA# is ******* for order S792132. Can the exchange status to be provided? Thank you very much.Sent from my iPhone

  Business Response

  Date: 12/11/2023

  Hello! We would like to thank the customer for reaching out about this issue, and extend our sincerest apologies for the delay in our response. 

  We have reviewed the order details and tracking information of the returned package and have confirmed that the return package was delivered to our facility. The return may not yet have been processed by our team as it is still within the processing time frame. However, we have issued a full refund for the order, and the amount should be returned to the original method of payment within the next 3-5 business days. 

  As stated in our Returns Policy page, we currently do not offer exchanges at this time, and a new order can be placed for the item they desire. We have provided the customer with a discount code for the same Black Friday deal they received on their original order so that the customer can keep the same savings. 

  We have corresponded this information to the customer via email. 

  We truly appreciate their patience and cooperation. Thank you. 

• Initial Complaint

  Date:11/18/2023

  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.

  I am writing to file a complaint against Spigen, a seller of phone cases. I ordered a ******* Galaxy A54 5G phone case from their website on November 01, 2023, and paid $26.74. The order confirmation number was S-788999.According to the tracking information, the package was shipped on November 01, 2023. However, on November 06, 2023, the package was sent to **********, **** where it sat until November 18, 2023 when I got a letter from the ************* ************** with the shipping label for the package in an envelope telling me the package was damaged, and I never received my phone case. I contacted Spigens customer service via their support page one time asking for a refund because the case was sitting in Burlington, **** for several days, and I never got a response from them.I am very disappointed and frustrated with Spigens lack of communication and responsibility. I paid for a product that I never received, and I have no way of getting a refund or a replacement.I request that BBB intervene in this matter and help me resolve this issue with Spigen. I would like to receive a full refund of $26.74 because I have already purchased another phone case from somewhere else.The **** tracking number is ********************** to show how long it took to get this letter about the damaged package that I never received.Sincerely, *****************************

  Business Response

  Date: 11/22/2023

  We truly appreciate the customer taking the time to bring this to our attention. We truly apologize for the delay with our response, and we have communicated with our Customer Support Team to ensure that this does not happen again. 

  We sincerely apologize for the mishap with the package, and we understand the frustration with a lost and damaged package. At this time, we have issued a full refund for the order and provided a discount code for the inconvenience via email. We hope that this helps turn this experience around, and we appreciate the customer's patience and understanding. 

  Thank you. 

• Initial Complaint

  Date:10/05/2023

  Type:Order 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 9/12/23 I ordered a phone case from Spigen. They shipped the order in a timely manner and I received it but when I opened it I realized that the case was deformed. I spoke to their warranty team who agreed to send me a replacement for the defective case. However, that replacement never arrived. Subsequently, I contacted them three more times and they never responded. I asked for a tracking number and if the replacement was ever going to come but never heard back. All I want is a case that works. The only way to contact them is by submitting a ticket on their website and they just ignore it.

  Business Response

  Date: 10/11/2023

  Hello, we'd like to thank the customer for taking the time to reach out and follow up with us regarding the issue. 

  We have been in contact with the customer, and have shipped out a replacement product for the issue upon confirming with the customer. We truly apologize for the delay in our response regarding the tracking number. We have updated the customer via email with the tracking number. The replacement package has been confirmed as delivered at the customer's destination. 

  We truly appreciate their patience and understanding regarding this matter, and we deeply apologize for the delay in our response. We hope that the replacement product works out much better for them. Thank you!