Business Profile

Cell Phone Equipment

Otter Products

Headquarters

Complaints

This profile includes complaints for Otter Products's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

154 total complaints in the last 3 years.
40 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.

Initial Complaint
Date:05/05/2025
Type:Order 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.
Otterbox Case # ******** I ordered a Otterbox case from ******. I had problem with it. I set up warranty. It got denied because I wasnt able to send the product back in. I did however provide proof of purchase and they still wont replace my case. All I want is a replacement case. They also claim the photo I submitted when I set up my warranty request appears to have been used on another claim which is completely false. I just simply want a replacement case.
Business Response
Date: 05/06/2025
Hello,

According to our Warranty Statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Due to the inability to provide an image of your item with handwritten date and a digitally altered receipt of your item. We are requiring you to mail in your products due to the facts that we have asked multiple times for proper information to proceed with your claim. However, you have failed to provide the proper information and now must send your products back to Otter for inspection.

-OtterBox
Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** ******
Initial Complaint
Date:04/04/2025
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 placed an order for an iPhone 15 Pro Max ***** Upon placing the order, I decided to cancel as someone with the same product informed me of the bad quality. I reached out to CS about an hour later who informed me via chat it was impossible to cancel due to the item being shipped however according to the tracking history it had not been. I had no choice but to wait. Received the item and in less than a week had it come apart. Reached out via chat again since I could not get a replacement due to it being out of stock and requested a FULL refund which I was guaranteed (I have screenshots). Sent the item back, received a partial refund only. Contacted CS via phone and was told the shipping of $5 would not be refunded. Explained I was told the incorrect information and I was approved for a refund within 3-5 business days as a courtesy. Did not receive the refund, called again and was told it hadnt been submitted but they finally did it on 3/27 and it would be another 3-5 business days. No refund received, called again 3 times with no answer, sent an email and no answer. I not only want a refund but I want it on the record this company not only sells defective products but also promotes a warranty system where the replacements are not available, tell customers items have shipped when they dont actually until about 2 days later and also refuse to issue what they owe to customers. Many threads online confirm additional problems with this company.
Customer Answer
Date: 04/09/2025
The company processed my refund for the shipping price. I received it 4/9/25. However, I would still like to move forward with the complaint, especially highlighting the customer service, response times and deceitful responses/service.
Business Response
Date: 04/10/2025
Hello,

According to RMA 0050680355, this has been processed for $28.31 which was completed on 3/17/2025. We do have a RMA fee on every return of $5 plus tax for shipping and handling as per policy. Our CS team made an exception to refund $5.35 on 3/18/2025 and was completed same day. Most financial institutions will process the refund within 3-5 business days. If your financial institution has not processed your refund of $5.35, we do recommend reaching out to them for further assistance.

-OtterBox
Customer Answer
Date: 04/10/2025
Complaint: 23161703

I am rejecting this response because:
I sent a message to the BBB explaining only after filing a complaint did I get issued the *** refund. I would like for this company to have this complaint on their record due to their repeated false claims of a swift refund, lack of empathy, false warranty claim (stating customers can have a replacement issued due to faulty products then not having the items in stock) and bad quality products. I have received the refund, however I would like this business rating overall to be reduced because there are many customers out there being taken advantage of by this company. You can do a simple ****** search and find many blog sites stating as such.

Regards,

***** ******
Initial Complaint
Date:03/04/2025
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.
On two separate dates I contacted otter box, the cellphone case company via their warranty numbers posted online. On multiple occasions I have waited long periods of time being told 11 minutes. All of these waits turned into lengthy waits resulting in the phone call being hung up on. I need to be contacted by an otter box representative to file my warranty claim. I have attached a photo of one of the length calls for information purposes.
Business Response
Date: 03/04/2025
Hello,
In order to place a warranty claim, you must call us during our normal business hours, reach out via chat, or go to our website and fill out a warranty claim through our self service option. We are unable to reach out directly to consumers for a warranty claim request. If you are looking to speak to someone, we do have a call back feature that will call you back when you are next in the que.
-OtterBox
Customer Answer
Date: 03/04/2025
Complaint: 23017554

I am rejecting this response because:

Your instructions state to call since what I am looking to file a claim for is not available online. Time to pick up the phone and call me since otterbox does not pick up when I make the call. Look forward to receiving a call from otterbox
Regards,

******** *****
Business Response
Date: 03/06/2025
Hello,
When contacting customer service, you may experience wait times. In order to proceed in filing a warranty claim you must wait in a que for your warranty claim to be filed. You may also reach out to us via chat to file a warranty claim. We are unable to outbound call you for your warranty claim.

-OtterBox
Customer Answer
Date: 03/06/2025
Complaint: 23017554

I am rejecting this response because:

I tried the chat with no success. Please create a new and more efficient way.

Regards,

******** *****
Initial Complaint
Date:03/03/2025
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 filing this complaint against OtterBox due to their failure to issue a refund for a returned product despite multiple follow-ups.I purchased a protective case cover from OtterBox but decided to return it. The company received my return on February 4, 2025, and they claim to have processed my refund. However, I have not received the refund to this day.I contacted my credit card provider, who confirmed that no refund has been issued to my account. ********************** states that refunds take 7-15 business days, but it has now been well past that timeframe, and I am still waiting for my money.I have contacted their customer service multiple times, only to receive the same generic responses with no resolution. At this point, I believe OtterBox is engaging in unethical business practices by failing to return customers' money in a timely manner.I will also be filing a complaint with the ************************************ (****) regarding this matter. My case number with OtterBox is #********.
Business Response
Date: 03/04/2025
Hello,
We have received your request for refund. You will receive 69.82- within 3-5 business days pending on your financial institution.

-OtterBox
Initial Complaint
Date:02/21/2025
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.
Otterbox claims to provide a lifetime warranty on their products. They don't. I have spent hours, yes hours, on hold, being disconnected, and ignored by the customer no-service team. Most recently a "manager" who really isn't a manager named ***** was useless. I am due a refund. They acknowledge that. The require a physical address to mail a check and I don't feel a physical address is safe and prefer to use a PO Box. They won't connect me to anyone that can solve this issue.
Business Response
Date: 02/26/2025
Hello,

We require a physical address so that we are able to ship checks out via ****** ***** is unable to deliver to a PO Box.

-OtterBox
Customer Answer
Date: 03/11/2025
I was never asked by BBB if they company had responded to my complaint. Not sure how you "closed" this complaint when it is still very active.
Initial Complaint
Date:02/18/2025
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 contacted Otter to explain my Otter cover did not protect my phone. I was forced to purchase two new family phones. Otter explained they don't pay for damaged phones even though their case does not protect your phone as expected. I'm shocked to hear this information. I asked to escalate my call after speaking with several representatives. I was directed to a manager who apologized and suggested he send me a case for my new phone and as a gesture of good will I agreed. I received the new cover in two days. However, after receiving the case for my new for my phone o believed it would make me feel better if I received a new case for my second purchase. Their case should have protected my phone, I'm so disappointed that the employees dismissed me and said the best they could do is give me a 60% discount for my second phone. They denied my request to speak the their manager again.
Business Response
Date: 02/20/2025
Hello,

According to the Limitation of Liability section of our Warranty Statement," WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER." We are unable to offer or provide any costs of replacement or repair to your device or cover any theoretical loss of value.

-OtterBox
Initial Complaint
Date:02/18/2025
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 Defender Pro several years ago with a new iPhone 14 Pro. I have never dropped the phone yet when I took the case off the other day It was clear the plastic inner case chipped my phones color coating all around the screen. This is clearly damage the case did because of the lack of soft lining inside the hard case. The case is in perfect condition but now my phones value is substantially less. I was told by otter box that they would replace the case as if I would want to use the same product that damaged my phone. This is a company that does not care about its customers or **********************, takes no responsibility even though they are clearly liable for damages occurred during the proper use of their product. After reading these claims it is clear this company should be shut down and so should the BBB.
Business Response
Date: 02/20/2025
Hello,
According to the Limitation of Liability section of our Warranty Statement, " WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER." We are unable to offer or provide any costs of replacement or repair to your device or cover any theoretical loss of value.

-OtterBox
Initial Complaint
Date:02/16/2025
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 sent in a warranty request for a replacement for a phone cover and was rejected because they said my picture of my phone cover was not real. Thats false, I sent in a picture of the phone in my hand showing the cracked phone cover but they still refused to honor my warranty claim.
Business Response
Date: 02/20/2025
Hello,

According to our Warranty Statement, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." We received a photo of a printed photograph of a device. We need a photo of the full case with a handwritten date next to the product that has not been altered. Failure to provide the required information has led us to deny your warranty claim.

-OtterBox
Customer Answer
Date: 02/20/2025
Complaint: 22949590

I am rejecting this response because:
i did send in a legitimate picture
Regards,

******* ******
Business Response
Date: 02/21/2025
Hello,

As previously stated, "We are unable to cover the cost of repair or theoretical loss in value" for your device. According to our Limitation of Liability section of our Warranty Statement, "CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES." We are unable to reimburse or refund you for any costs associated with your device damage.

-OtterBox
Business Response
Date: 02/21/2025
Hello *****!

I had mistakenly responded to the wrong customer in this claim. Is there a way for us to edit or re-respond to the customer? I do apologize about the misunderstanding

-OtterBox *******
Business Response
Date: 02/21/2025
Hello,
This is a photograph of a printed photograph that was submitted. We do not accept photographs that contain: digitally altered images, photographs of prints of our products, lack of the full length of the product. Due to this, we have canceled your warranty claim.

-OtterBox
Initial Complaint
Date:02/09/2025
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.
Ive tried on February 3, 2025 as well as today, February 9, 2025 to submit a warranty claim for an OtterBox defender Pro iPhone *************************************** attempting to speak to staff as well as utilize their failed online website with numerous errors, Ive reasonably that the warranty claim process for Otter Products Is a fraud. Theyve asked me to submit multiple photos and not accepted my information nor my warranty claim today. If thats behind the product nor provided prompt service. Ill be filing an *** claim regarding this process and this company Due to persistent website issues, and their new claims process which appears to reject any claim made even with ballot purchase information. Their automated system does not work.Ive asked for Warranty replacement of their product purchased November 27, 2021. The website will not take that claim. The will not take any sort of action with regard to open and past support request. This company should improve their warranty claim process website as well as their customer service process. In the past four days, *** tried and could not submit that claim. They should take the claim without delay and issue a full refund of any future shipping costs for this warranty claim.Again, I am asking for replacement of these case per their lifetime warranty without additional cost or delay.
Business Response
Date: 02/20/2025
Hello,

As per our Warranty Statement, " We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Failure to provide the required information to proceed with your warranty claim will lead in a denial of service.

-OtterBox
Customer Answer
Date: 03/03/2025
The information was not originally received by OtterBox due to their customer service handling. There was a staff member that finally was able to successfully receive the claim, outside of the broken .

However, the company's response is incomplete and not accurate. They did not deny the claim. They failed to originally accept it, repeatedly. The company has not adequately address this issue, and I am asking that they improve their claims processing and requesting this BBB complaint is reopened and that Otter Products address this unresolved complaint. This remains a breakdown of their company's response and handling of warranty claims, not their rejection of claims. This again makes it hard for the customer to actually believe their sales claims as well as standing behind such warranties.

Sincerely,
**** ****

Business Response
Date: 03/04/2025
Hello,

According to a conversation with our representative on 2/10/2024, you stated that you were unwilling to submit another photograph in the proper format in order to proceed with your claim. Upon reviewing your chat with us on 2/11/2025 the photo provided within the chat did not have the current date as we require. Failure to respond to our emails requesting a photo of your case with the current date has led us to deny your warranty claim. We have denied your claim for being unable/unwilling to provide sufficient information for us to proceed with your warranty claim. You may submit another warranty claim with updated information, however we have closed your case.

- OtterBox
Customer Answer
Date: 03/07/2025
Complaint: 22919395

I am rejecting this response because:

I have tried to highlight the issue surrounding this complaint and failure of the warranty claim process. This answer by the company was rejected and the business process was not acknowledged.
The request on February 9th was stale and required multiple attempts to address with OtterBox.
This warranty claim was not accepted on February 9th. They accepted the same image on the order details provided on February 10th. Their previous response was incomplete and false. They made i
They made it nearly impossible to submit the claim. No acknowledgement of the issue has shown here in their responses to the BBB dispute.

Regards,

**** ****
Business Response
Date: 03/11/2025
Hello!

There are no records of us approving your claim. Once again we have denied your request for warranty to submit a proper photo with the current date, handwritten, on a piece of paper, next to the full length of the product. As per our warranty statement in the Warranty Claims Process section, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Since you have sent in your photograph on 2/11/25 and refused to provide us updated information necessary to complete your warranty claim, we have denied your request for warranty.

-OtterBox
Customer Answer
Date: 03/12/2025
Complaint: 22919395

I am rejecting this response because:

The company's statement is false, with documented proof as attached. The accepted the claim on February 10th. It was because of the processes that this complaint has been opened and challenged due to the inconsistency and company breakdown of documentation, customer service, and ultimately accountability. This complaint is not resolved.
I sent the image on 9 February 2025, you received the image on chat Feburary 11th due to company failure and a breakdown customer service processes.

"There are no records of us approving your claim. Once again we have denied your request for warranty to submit a proper photo with the current date, handwritten, on a piece of paper, next to the full length of the product. As per our warranty statement in the Warranty Claims Process section, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Since you have sent in your photograph on 2/11/25 and refused to provide us updated information necessary to complete your warranty claim, we have denied your request for warranty."

I have shown the proof of the warranty claim being processed and multiple pieces of documentation to show your policy is inconsistent. I am asking for ownership by OtterBox that this issue could have been handled better and that the automated systems the company is using to process said valid warranty claims be reviewed and improved.

Regards,

**** ****
Initial Complaint
Date:01/06/2025
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 have been trying to submit a warranty claim for a defective product that is within warranty, and I have been sent a link for the wrong replacement product six times. When I have tried to use the chat feature, most times it prompts me to call customer service. When I call, it states that there is a 70-minute wait time. Both times I called I was either disconnected after thirty minutes or sent a text to chat with an agent. I have reached an agent twice, both of which times they told me to "call customer service" (after sending me the wrong product link twice more. The product replacement I need is currently being sold on the Otterbox ****** store. When I asked if I could have a coupon code to repurchase my product I was given a generic response about how **************** with Otterbox to make our products more visible." I have tried repeatedly to contact customer service via email and the link on the web page, and each time a representative sends me the wrong product link. With 70-minute hold times that link you back to chat and the chat agents saying to call customer service, I don't know what further to do. I have never had a bad experience with Otterbox, but this is unheard of. If I could have a code to purchase my replacement on their Amazon store, I would appreciate it. I have repeatedly sent them the link, then I never hear back. The product was purchased from ************************** and they found the information. I would simply like the product that I purchased since they still are selling it online.
Business Response
Date: 01/06/2025
Hello,
We have found multiple attempts for inquire through email and also one that has one response only. In order to best assist you, please give our CS Team a call at ************** M-F 8AM-5PM. We understand there could be a higher than normal wait time due to the holidays, but the wait times for customer to get through have been pretty short recently.
~OtterBox
Customer Answer
Date: 01/06/2025
Complaint: 22775513

I am rejecting this response because:
The response from the business contains inaccurate information. I have received six responses with the link to the wrong product for my warranty replacement. I also reject this because, again I am being advised to call customer service. Every time I have done this I have either been disconnected after having been on hold for thirty minutes or automatically redirected to a chat option where the automated voice system (while you are on hold) sends a link to the chat option. Twice now after speaking to a representative via chat, I am told each time to call customer service. But I cannot ever get through to customer service on the phone. I have all the emails saved with all the responses. The agents send me the wrong link and then I never hear back. I cannot call customer service without being disconnected or rerouted to chat and the chat agents tell me to call customer service. I reject this response for the above reasons. Thank you.

Regards,

******** *****
Business Response
Date: 01/07/2025
Hello,

In order to process a warranty claim, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at *************************************************************************. Please note according to policy we ask that you hold onto your products in case we require photos or those products to be sent in directly and we do reserve the right to collect any shipping and handling charges associated with any warranty order.

~OtterBox
Customer Answer
Date: 01/07/2025
Complaint: 22775513

I am rejecting this response because:
They obviously did not read the complaint. The entire issue is that we cannot get through to the customer service via phone. The wait times have been over an hour, and after a half hour, the call is either disconnected on their end or rerouted via the voice prompt to send a chat link. When reaching an agent via chat, they tell you to call customer service. When as a last resort I reach out via the Better Business Bureau, they again tell me to call customer service. We cannot reach customer service--that is the whole point of the complaint and this is not a resolution. Your customers are treated as a nuisance and you don't even read the complaint.

Regards,

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

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