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:08/22/2023

  Type:Delivery 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.

  Their products are extremely fragile and the quality isn't better than any of the cheaper alternatives. I had two screen protectors cracked in less than half of the year, and just a month ago, I requested a refund due to the poor quality. They refused. Then they said they would provide me with a "courtesy" replacement, but after two attempts, I still received nothing from them. The first one was just missing since they did not provide me with any tracking number in time, so I could not even track it. The second was sent through **** (LV801651438US), which claimed to be "delivered," but ************ which handled last-mile delivery in ******, did not even receive it and still waiting for ****!!!! So clearly, it was lost in transit, and now Spigen stopped responding to me and refusing to track the lost package or provide alternative solutions.They need to fix the delivery issue and find a more reailale delivery company or just refunding the customer if they can't hold their promise.

• Initial Complaint

  Date:05/15/2023

  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.

  Hello, I am writing to make a warranty claim for my iPhone XS Max privacy screen protector that I purchased from eBay on October 6, 2022. The order number is **************. The pack came with two screen protectors, and unfortunately, the first one started bubbling and had issues. When I attempted to apply the second screen protector, the advertised "Easy fit" did not work, and the screen protector did not fit on my phone. As a result, I am unable to use the product as intended. I believe that the warranty should still be so called valid according to your website, and I would like to request a replacement or refund for this product. Please let me know the additional steps to take to resolve this issue. I have submitted a claim on the website almost 2 weeks ago and I have not received any response whatsoever, so I want this issue to be expedited. I also emailed the support on May 8, with no response. This is unacceptable Thank you for your assistance in this matter

  Business Response

  Date: 05/31/2023

  Hello, 

  
  

  We truly appreciate the customer taking the time to get in touch with us, and we apologize for the delay in our response. 

  
  

  I would like to inform you that we have responded to the customer via our Customer Support Portal. The email the customer originally reached out to was for our Spigen.com website and would not have access to eBay store's purchase records. 

  
  

  For the most efficient and swift assistance, we have advised the customer to contact us through our Spigen eBay store support portal as the order was placed through our eBay storefront. 

  
  

  Thank you.

  Customer Answer

  Date: 05/31/2023

  You guys responded after almost a month, completely unacceptable. You guys are a joke honestly, having us wait 1 month to reply and at the end referring us to the eBay store. This response is unacceptable, and I already bought another item and my credit card company will sort out and they’ll give me my money back. 

• Initial Complaint

  Date:05/12/2023

  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 recently got a brand new phone and purchased a new case from Spigen with the specific purpose of prevent phone crack and other things like that just like the case from Spigen was advertised to do. One day, the case failed to prevent a BIG crack from happening on my phone, failing to do exactly what the case was advertised to do. I contacted Spigen by submitting a support ticket on their website. Several days passed with no response. I then messaged them on ********* Than, finally Spigen responded to my ticket via email. They asked for photos of the incident which I sent in my reply message. 2 weeks passed and they still have not sent me back a reply. I then messaged Spigen on ******** again. I knew Spigen on ******** saw my message but decided to ignore me and not respond to me. I could not have felt more disrespected as a customer. They do not show any sort of care to their customers, not even at the slightest. What kind of business sells a customer a faulty product that failed to do as it was advertised than ignores their customers for 2 weeks (and counting)? This is disrespect at the highest level. All I wanted was Spigen to compensate me and give me enough money to pay for my phone screen repair which will cost me $150 USD (plus tax), damages to my phone that their case that their product was SUPPOSED TO PREVENT LIKE IT WAS ADVERTISED TO DO SO. I am indeed offended by the amount of disrespect Spigen's customer service showed me with them ignoring my support ticket. I just want my compensation for the damage their product was supposed to prevent and get this over with. This isn't just about the damages they were supposed to prevent, this is also about the lack of respect Spigen shows to their customers regarding support.

  Business Response

  Date: 05/15/2023

  Hello, we appreciate the customer taking the time to bring this to our attention. We truly apologize for the delay in our response, and for the negative support experience the customer has experienced.

  It seems that the ******** support agent escalated the case so that the necessary assistance could be provided by a senior member of our team. However, the message was lost in our inbox, resulting in delayed action. We truly apologize for any inconvenience caused by this, and we will be sure to review our internal process so that this issue does not arise again. We apologize for the inconvenience, and we never mean any disrespect to our customers. 

  The support ticket has since been located and personally delivered to a senior member of our team for further assistance. Our team has reached out to the customer via email to reach an appropriate resolution for the issue.

  We appreciate the patience and understanding of the customer, and hope to resolve this issue soon! 

  Customer Answer

  Date: 05/15/2023

  I have viewed the recent message through my ticket email with Spigen. While I understand that no phone case is truly invincible, and while I do accept the refund offer for the case alone, I find it completely unacceptable that a phone case manufacturer would not take responsibility for the damage the phone case was supposed to prevent as advertised. This is why I am willing to compromise for terms that is acceptable for both parties.

  Business Response

  Date: 05/30/2023

  We truly appreciate the customer continuing their communication with us to reach an acceptable resolution. 

  We have previously stated to the customer that while our products does as much as it can to protect their device, how the product was used, how the damaged was made, what condition the products were being used, and extenuating circumstances are in the care of the user and outside of our control and liability. We can legally only cover up to the amount of our products but we are unable to cover any third party items in our liability.
  
  Our sincerest apologies have been communicated.

  The customer's experience is very important to ** and we have provided a full refund for the purchase, as well as their choice of an alternate item from our store. We have also offered the highest value discount available at our store as an added token of our apologies. 

  Thank you for your patience and understanding.

• Initial Complaint

  Date:03/03/2023

  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 lens protector for iphone 14 pro. The protector seems to be impossible to remove. Yet it also allows condensation to enter. Customer support has simply ignored me. Called and emailed and tweeted. They have just literally not responded.

  Business Response

  Date: 03/13/2023

  Hello, and we appreciate the customer taking the time to try and reach out to us regarding the issue. Based on our records of correspondence with the customer, it seems that our Customer Support Team has been in touch with the customer during this time, and will continue to assist the customer through email until a resolution is reached. As we try our best to respond to all emails in the order in which they are received, the delays in communication seem to have been caused by receiving numerous consecutive emails which may have moved the email further down the queue. We truly apologize for this. We would like to thank the customer for their patience and cooperation during this time, and we hope to resolve the matter soon. 

• Initial Complaint

  Date:12/20/2022

  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.

  - 10/6/22 - $74.43 - Returns allowed up to 30 days from purchase - Product was returned and confirmed delivered back to the business, refund has not yet to be issues despite multiple attempts to reach out to the business via their support ticket system as well as via direct email. Product displays returned on my user profile.- There has been no contact back from the product seller.- Original order number is S-******, tracking number for the return was ************

  Business Response

  Date: 12/27/2022

  Hello, we truly apologize for the delay in our response and for any inconvenience this issue may have caused the customer. It seems that the support ticket was sorted incorrectly into the wrong folder, delaying the response time. We have since been in communication with the customer via email, and have issued a full refund for the returned product. The refund should be completed within the next 3-5 business days. We truly appreciate their patience and understanding while we attended to the matter. Thank you. 

• Initial Complaint

  Date:12/01/2022

  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.

  This company claims other companies are misusing their brand name on **** in order to eliminate their competition. They claim to own the trademark "tough armor", however, they do not and are not responding with proof of that claim. Their brand name "Spigen" has never been used in any of our listings. We have attempted to resolve the false claim with the company directly and they have not responded to any communication.

  Business Response

  Date: 12/05/2022

  Hello. We appreciate the customer taking the time to reach out to us, and we apologize for the delay in our response as we were looking into the matter. 
  
  The term "Tough Armor" in the product title "GSA Ultimate Tough Armor Hybrid Case Cover For iPhone 12 Pro *** (6.7") - Blue" is currently a copyrighted term. 
  
  The copyright and trademark information is publicly available on our website (https://www.spigen.com/pages/patents-copyrights).
  
  Although it is not within the scope of the copyright holder's responsibility to provide the information, we have provided the trademark certificate to the customer via email. As with any item sold, it is the seller's responsibility to ensure that there has not been an infringement. 
  
  We appreciate their understanding, and we hope that this resolves any confusion that was caused. Thank you.

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair 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.

  Spigen will not call or respond to warranty tickets for their product. I have sent in several tickets to warranty out apple AirPods case and also left several voice messages over the time period of 3 months and no resolution.

  Business Response

  Date: 12/05/2022

  Hello, we apologize for any inconvenience this situation has caused the customer.

  It seems that the customer was in correspondence with our support team regarding this issue. We truly apologize for any delays in our communication as we were experiencing a higher volume of emails during the holiday season. 

  At this time, our support team has communicated with the customer via email and has issued a replacement for the warranty issue. A brand new replacement product will be shipped within the next 1-2 business days. 
  

  Please note that we do not have a we currently do not have a direct line available for customer support and we do our best to service all of our customers through email. Any phone number the customer may have contacted would not have been regularly monitored. 
  

  Again, we truly apologize for the delay in communication, and we truly appreciate the customer's patience as we resolved the issue. Thank you.
  

  Customer Answer

  Date: 12/05/2022

  
  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:11/04/2022

  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 never received my online order and I the business doesn't respond to my emails and support messages. They don't respond to my emails and I even tried messaging them on ******** about my issue and they left me on read. I initially contacted about my order through their website ticket system. I got an email back on October 4th and I provided my information about my issue, I don't get any response from them even after following up by email until October 15th and now they haven't responded to me at all through email (November 4th) and I can clearly see someone at spigen read my message on ******** about my issue but decided to ignore it.

  Business Response

  Date: 11/07/2022

  Hello, we truly apologize to this customer for any inconvenience this may have caused, and for the delayed response through our support channels. It seems that there was a mix-up in the assignment of cases to agents compounded with a heavier volume of messages received during this time of year. We truly apologize for this. 

  We have reviewed the order and shipping details of this order and have confirmed the package to have been delivered to the customer on September 30, 2022. However, we due understand that unforeseen complications and mistakes can happen during delivery, and we have issued a full refund of the order as a courtesy. 

  We hope that this helps resolve the issue, and we will be taking measures with our customer support team and couriers to make sure that this experience is not repeated. We truly appreciate the customer's patience and understanding regarding the situation. 

• Initial Complaint

  Date:10/16/2022

  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.

  Hello I have order iphone 14 cover which came damaged and this is Order Number: ****** spigen refund only 49$ out of total order $70.95 i request spigen to refund my full amount back as it came damaged Thanks

  Business Response

  Date: 10/20/2022

  Hello! We appreciate the customer bringing our attention to this matter. Firstly, we would like to sincerely apologize for the items that were delivered damaged. Although we try our best to package all our products to withstand all conditions of the transit, rare occurrences like this may happen. We truly apologize for any inconvenience this may have caused. 

   

  It seems that our Returns Team processed a refund for all items excluding the shipping cost as it is usually not refundable. However, as the products arrived damaged, we have issued a full refund for the order, including shipping costs at this time. The refund should be completed within the next 3-5 business days. We would like to thank the customer for their patience and understanding regarding this issue, and we'll be sure to pass their feedback along to our packing team so that this issue does not occur again. 

  Customer Answer

  Date: 10/25/2022

  
  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:10/14/2022

  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.

  I ordered a Spigen Tab S7 FE Tough Armor Pro Case directly from Spigen on **** on Dec 10th 2022 for $29.99. Order #**************.Recently noticed some hairline cracks on the case starting to form around the cutout for my tablet's stylus. It's obvious due to the placement of the hairline cracks that this was due to a defect of materials. The case should be covered under a 3 year warranty, however I have been unable to contact Spigen after attempting to due so for several weeks. Their online ticket system takes my complaint, but doesn't send me a confirmation email and after creating an account on their website, I found I had to remake it the next time I visited. There is no place on the website to view my open ticket. As for emailing them directly, even though they say they respond within 1-2 business days, this has obviously not been the case. My last message to them was sent October 6th, 2022 without a response. My tickets were opened quite a bit earlier in September. Tried contacting them directly on ****, but they had set their account not to receive customer messages. I tried calling them, but nobody picked up the phone.If a replacement case is able to be sent to me, my current address has changed since I ordered. Due to ongoing health issues I've been out of state and unable to return to my home since February of 2022.My current mailing address is:***************************** ************************************** If a replacement can't be sent, a refund would be the next preferred resolution, but either way I would like to hear back from the company.Thanks,*****************************

  Business Response

  Date: 10/19/2022

  Hello! We truly appreciate the customer reaching out to us about this issue, and we truly apologize for the delay in our response. It seems that the ticket was successfully created on the customer's end, but it was incorrectly sorted into the wrong inbox causing a delay in response. We truly apologize for any inconvenience this may have caused.

   

  We have located the original ticket created by the customer and have issued a brand new replacement for the case. The replacement should be shipped within the next 1-2 business days to the new address the customer has provided. We have notified the customer via email by responding directly to the original ticket. 

   

  Again, we truly apologize for any inconvenience this may have caused, and we hope that the new case remedies the issue. Thank you for your patience and understanding! 

  Customer Answer

  Date: 10/19/2022

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