Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/15/2024

  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 ordered a phone case on 3/2 and it never arrived. I was given a **** tracking # same day I ordered the case. Tracking has never updated from Package Acceptance Pending. On 3/8 I contacted Loopy and asked what was going on with my order. I've ordered several cases from this company and never had issues before. I was told to wait a few more days because **** has been having issues where they are not scanning packages properly and hopefully it will arrive. I gave it a couple more days. Still nothing. So I reached back out to Loopy asking for a refund. They told me they were shipping me another case and I would get the tracking # in a couple days. I never received it without having to email again and ask for the tracking # for this supposed 2nd case. Well its been days now and the tracking for it still has not updated and I am getting the same message on **** that its waiting to be received. I have emailed Loopy yet again and have been sent generic responses. I asked for a refund and now they are not responding. I just want my money back. Please.

  Business Response

  Date: 03/15/2024

   Thank you for your patience. As stated in our email this morning, we are not sure what happened with the **** shipping of your order. I'm glad to see that your first order was delivered today. I will be looking into this further, because this is very unlike us to have any shipping delay. I appreciate your patience and you being in the loop.

• Initial Complaint

  Date:03/14/2024

  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.

  Paid extra to have my phone case delivered by today and it has not even left the facility. The company has failed to respond to my emails and theres no phone number to reach them,

  Business Response

  Date: 03/15/2024

   Thank you for your inquiry. **** orders take 2 to 5 days to deliver, as stated in the checkout process of our website. Your order shows delivery today, marking the fifth day. Usually **** is a bit faster, but we do not have control of the speed in which they ship. We appreciate your patience and you being in the loop. Please let us know if you need anything else!

• Initial Complaint

  Date:12/28/2023

  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.

  Received a loopy case as a gift for Christmas. It was the right design but wrong size. The purchaser is my mother in law. I have an iPhone 13 mini. I received a case for the regular sized iPhone 13. I contacted Loopy to try and exchange the case for the right size, and was told it was ordered too long ago. But it was a pre order for a design to be released in the future at the time of purchase. It was ordered on Oct 25th. Received in mid November and gifted to me on December 24th. All I want is to exchange for a similar case in the right size. **************** at ******************** has not been helpful at all. Thank you for helping me with this.

  Business Response

  Date: 01/07/2024

  Hi *****,
  
  
  I'm **********, the **************** Manager at **********************. I responded to your email concerning the content of this message recently. The specified order was made just outside of our extended warranty period for the holidays.
  
  Following a series of email exchanges, the matter has been successfully resolved.

  Customer Answer

  Date: 01/09/2024

   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. They have allowed for me to return item and re purchase the correct size with a credit. 

  
  

  Thank you.

• Initial Complaint

  Date:11/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order was $44.63 including tax, $42 without tax.Order number *************** I placed an order and on 11/4, which was delivered 11/9. I sent it back on 11/13 due to it being the incorrect size. Most companies are ethical and will issue a refund without tracking (and pay for shipping a return). This company uses it against you if you do not purchase additional tracking for an item you cannot use. I take full responsibility for purchasing the incorrect item, but for a company to take advantage of its customers for not purchasing tracking is ridiculous. I was able to provide them with a photo of the item before it was packaged and a receipt showing I purchased shipping. Only companies that plan on stealing from you require you to purchasing tracking when returning items.

  Business Response

  Date: 12/01/2022

  Hi ******,

  Im **********, the **************** Lead here at ********************. I just responded to your most recent message in our current email thread. I can assure you that we do not scam our customers. I apologize that you feel that way. Our customers truly mean the world to us. However, we do have policies in place to make things fair across the board for all of our customers. 
  
  As mentioned in the email thread, we offer to send a $3.95 return label that comes with return tracking so it does not have to be purchased separately. This is also listed in the return instructions provided and on our website. It states, If you would like us to email you a shipping label, we would be more than happy to do so. Please note that this cost ($3.95) will be deducted from your refund once processed. We also include in the return instructions that if you choose not to use our label, we highly encourage you to use trackable shipping to avoid issues such as this.
  
  From the photo provided, only $1.92 was paid to ship the return back to us, and that is not going to be enough postage to get this package sent to us. The postage cost to get packages sent to us is around $4-$5 (due to the weight of the case). Had we been able to track the package and determine that it was misdelivered or lost, we'd be happy to provide a refund. This is a common policy for the majority of companies. 
  
  I have followed up with you in the current email thread in regard to this issue. Feel free to respond if you would like to take us up on the offer I provided. 
  
  

  
  

  Customer Answer

  Date: 12/02/2022

   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.  They offered me a store credit for the full amount of the item I purchased and I accepted their offer.

  
  

  Thank you.

• Initial Complaint

  Date:11/28/2022

  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.

  Date 10/6/2022 I ordered a pink loopy case from the online website I paid $46.30 with taxes and shipping.11/7/22 I noticed my pink case was already a gray color and I was very disappointed because it wasnt a cheap case so I wanted to reach out to loopy for them to make this right because there was no way my case was already a completely different color from what I ordered. Loopy offered 15% off and thats it, they let me know that their warranty does not cover wear and tear after 30 days it had only beef about 35 days from date of purchase that I had already started noticing this. Im very disappointed I expected my case to hold up a little longer that 35 days even less because I didnt receive my case 10/12/22.BBB please make this right.

  Business Response

  Date: 11/28/2022

  Hi *******,
  
  
  Im **********, the **************** Lead here at ********************. I recently emailed you back in regard to the content of this message. We received your initial inquiry on 11/20, which is over a week outside of the 30-day guarantee period. We also offered a 30% discount off of a new case later in the thread in order to rectify the situation.
  
  
  If we are notified within our 30-day guarantee that a case has begun to discolor, we are always more than willing to send a warranty replacement because we truly do believe in our products! However, through normal wear and tear, cosmetic damage, including but not limited to scratches, dents, and discoloration may occur. Throughout the day, our phones are placed on multiple surfaces and stored in bags and pockets, which can cause visible wear over time. The average user picks up their phone upwards of **** times a week. Our hands are not always the cleanest, nor are our pockets, purses, tables, cars, etc. It is expected that most phone cases will experience some level of discoloration, scratching, etc. over the course of their lifetime, which is chalked up to normal wear and tear, past a certain point, of course. 
  
  
  Since stains and discoloration do not affect the performance of the product, cosmetic damage is not covered under our warranty policy. I apologize for any inconvenience. Feel free to email me back in our email thread if you would like to receive the discount code that was offered.