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Business Profile

Cell Phone Supplies

Pure Gear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 pure gear screen protector on March 12, 2025. 3 days later it cracked. I ordered a new one and received it April2nd, 2025. On April 25 th, I noticed it is cracked. This is 2 protectors in 5 weeks. I want my money back in my original purchase. I cannot get any response from company by email or phone. I am a 68 year old lady who is not hard on my things.

    Business Response

    Date: 04/25/2025

    Hello ***,

    I will be reaching out to you directly to further assist you.

    Best Regards

    Pure Gear Customer Service

  • Initial Complaint

    Date:04/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 Pure Gear screen protector from a ******* store for my my iPhone 16. I was told it came with a life time warranty. I paid over $45 initially and it cracked within a a few weeks of purchase. I went to ******* to get a replacement and was told I must go online to file a warranty form. While filling out the form PureGear charges $12.95 for shipping, this is not free! Also it is a screen protector, why is it costing so much to ship? No one wants to keep paying $12.95 for shipping every few weeks for a free replacement lifetime warranty they are only making more money off people willing to do this and it makes me sick.

    Business Response

    Date: 04/21/2025

    Hello ******,

    I will be reaching out to you directly to further assist you.

    Best Regards 

    Pure Gear Customer Service

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 Pure Gear screen protector from the ******* store. I was told it came with a life time warranty. I paid $45 initially. I never dropped my phone or hit the screen and it cracked within a week of purchase. I went to ******* to get a replacement and was told I must go online and order. They charged $12.95 for shipping for a "free" replacement. It cracked within a week. I won't be ordering another. Buyer beware. The product is deffective.

    Business Response

    Date: 03/05/2025

    Hello ******,

    I will be reaching out to you directly to further assist you,

    Pure Gear

    Customer Service

  • Initial Complaint

    Date:01/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 the Pure Gear ***************************** 2021 for my iPhone 11 with a lifetime warranty which cost $45. It has had to be replaced 2 or 3 times since then at a shipping charge each time of $12.95 because the screen protector cracks easily around the edges. A lifetime warranty implies the thing will last a lifetime and not break over and over with regular use. I would like to be refunded for my purchase or at minimum two shipping costs and have another replacement sent to me at no charge as the glass broke off right where I swipe up to log into my phone. Thanks.

    Business Response

    Date: 01/22/2025

    Hello,

    I will be reaching out to you directly for further assistance.

    Best Regards,

    PureGear Customer Service

  • Initial Complaint

    Date:12/06/2024

    Type:Billing Issues
    Status:
    Answered
    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 pure gear steel 360 phone protectors for my phone and my husbands. The screens cracked within a week. Both have some how a thin crack down the middle. I tried to get a replacement and they want to charged $12.95. I looked the company up and followed the suggestion to email them and the email was returned with no know address. I emailed another and have not received a response. I would like my money back from this company. I am very disappointed.

    Business Response

    Date: 12/09/2024

    Hello ********,

    I do apologize for the inconvenience our product has caused you I will be reaching out to you directly to assist you with the issue.

    Best Regards,

    PureGear Customer Service

  • Initial Complaint

    Date:11/20/2024

    Type:Delivery Issues
    Status:
    Answered
    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 2 screen protectors from Pure Gear. ******* advised that they were the wrong size. I attempted to call the company on 4 occasions and was told to call back at another time. I attempted to execute live chat, however the live chat agent, ******, never responded.All I want is to return my product for a replacement but I cannot reach anyone to discuss this.

    Business Response

    Date: 11/20/2024

    Hello *****,

    I do apologize for the inconvenience our product has caused you I will reach out to you directly to further assist you,

    Best Regards

    PureGear Customer Service

  • Initial Complaint

    Date:11/07/2024

    Type:Product Issues
    Status:
    Resolved
    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 the PureGear 360 cover for my phone from ******* for *****. It lasted 4 days before it cracked and chipped although it is guaranteed for life per my purchase. The phone did not come into contact with anything that could have cracked or chipped it because I just purchased the phone and had it wrapped in a cloth the entire time. That said, I contacted them for a "free" replacement but have to pay $12.95 shipping. My credit card has been charged by I am told they are "out of stock" and do not know when they will be back in stock. All of the info I am reading online from your site tells me they have a terrible product along with terrible customer service. I would like to be reimbursed for the cost of shipping as well as the $***** I paid to ******* wireless.

    Business Response

    Date: 11/07/2024

    Hello *******,

    I do apologize for the inconvenience our product has caused you. I will reach out to you directly to further assist you.

    Best Regards

    PureGear Customer Service

    Customer Answer

    Date: 11/20/2024


    Good evening, I'm writing in response to a complaint I filed with PureGear
    and I just received an email from your company that it has been closed since
    you have not heard back from me. I heard from the company who has offered to
    refund the shipping and handling cost when they send out the iPhone cover. I
    just received the iPhone cover today and will be reaching out to them about
    reimbursement so the complaint has not yet been resolved.

    Sent from ******* *****

    Business Response

    Date: 11/20/2024

    Hello *******,

    The refund has been issue on our end.

    Best Regards

    PureGear Customer Service

    Customer Answer

    Date: 11/23/2024

     
    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

    Date:10/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 the Pure Gear screen protector from ***********************************, a ******* Store and was sold the screen saver protector for $65 plus tax. I was told the product had a Lifetime Warranty as well as the front of the package describes, "Lifetime Warranty"My screen saver protector has since cracked and needs replacement. The store I bought the saver from no longer has the product replacement for my version of the phone I own.I reached out to Pure Gear and they want to charge me a shipping replacement fee for the product. I think I should not be charged anything. They told me it's a standard in the industry to charge a shipping fee for a product that is covered under a warranty and needs replacement. I think that is wrong and want them to send me the product without charging shipping. (email is included in the complaint, as well as package picture and receipt)Furthermore, it's wrong across the industry to be charging this shipping fee if they warranty the product.If you can help with, I'd appreciate your review and assistance with this situation.****** **** *******************

    Business Response

    Date: 10/22/2024

    Hello ******,

    We will be reaching out to you directly to further assist you.

    Best Regards

    PureGear Customer Service

  • Initial Complaint

    Date:07/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    To begin, I purchased a PureGear screen protector for my phone back in 2021. As a part of that purchase, PureGear includes a lifetime warranty. To make a claim under that warranty someone like myself had to to to their website, put in contact information, and pay a ***** dollar fee described as "Shipping and handling."Unfortunately due to the poor quality of PureGear products, I have had replace my screen protector using the above method twice since 2021.When my current screen protector failed, i once again put in a warranty claim and paid PureGear the ***** dollars for PureGear to properly ship and handle the replacement.This all occurred on July 1, 2023. When the replacement arrived on July 10, 2023, I noticed the packaging was badly damaged. This raised my suspicions that the enclosed screen protector was also likely badly damaged. My suspicions were correct and the screen protector was completely shattered.I then reached out to PureGear customer service at ******************************. One day later I got a response from a ********************* who asked for a picture of the broken replacement screen protector. On that same day, I responded with a picture of the broken screen protector in its original packaging and a picture of the damaged packaging.To date, I have received no further correspondence from PureGear.My request is simple. I would like PureGear to refund me the ***** dollars I spent on Shipping and handling. And i would like them to ship another replacement screen protector at their cost given the long drawn out process this has been.

    Business Response

    Date: 08/21/2023

    Hello ****,

    I do apologize we did have a system outage and we did not receive your complain. We have refunded you the shipping and handling fee also replacement has been processed order SO4513000 please allow 5-7 business days to receive.

    Best Regards

    PureGear Customer Service

  • Initial Complaint

    Date:05/12/2023

    Type:Product Issues
    Status:
    Answered
    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 pure gear screen protector for almost $50 not even 2 weeks later the protect is shattered in one corner and cracked across the whole screen. I dont even think I dropped it, reached out to them and they said I have to pay for $15 shipping for another protector thats going to break in 2 weeks. **************** ***** and their screen protectors ****. Dont purchase from them.

    Business Response

    Date: 05/15/2023

    Hello *****,

    I do apologize for the issue you have encountered with our product. I will be reaching out to you directly for further assistance.

    Best Regards

    PureGear Customer Service

Pure Gear is NOT a BBB Accredited Business.

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