ComplaintsforPeel

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb 29 I contacted their customer support because a product I bought from them (a phone case) had started to break and the paint was chipping off. This just from regular daily useI didnt drop or throw my phone. They said that a warranty would cover a replacement (no mention of a refund). Since I thought it might be a fluke I ordered a replacement from them (I had to pay for the shipping for the replacement). Weeks later, my second cases coating began cracking and again pieces of the actual case began to break off. I contacted customer service again asking for a refund and their response was as follows: I do see that we have already provided you with a replacement. Once a replacement has been accepted, we are no longer able to offer a refund or return on either the replacement order or original order.So, they sent me two faulty products and Im stuck with it.

  Business response

  04/16/2024

  To Whom It May Concern,
  
  We're sorry to hear that this customer had a bad experience, but in this instance our Customer Support Team has followed all company policies and procedures which are available on our website and have also offered additional courtesy discounts and replacements above and beyond our standard practice. 

  Attached is all of our communication with the customer showing our policy compliance.  Please note that it is organized most recent to oldest correspondence.
  
  Our Warranty Policy is located here: *************************************************************************
  Our Return Policy is located here: *****************************************************************************
  Our Replacement Policy is located here: ***************************************************************************************
  
  The customer images show extreme wear and tear to the device, not the results we typically see from standard use.
  
  We have provided this customer with their warranty replacement product, provided an additional courtesy discount and offered another free replacement that they have declined.  We have fulfilled above and beyond our store's policies and will not be issuing a refund for what appears to be extreme wear and tear that is not in keeping with expected use of the product.
  
  Sincerely,
  The Peel **************** Team

  Customer response

  04/17/2024

  Complaint: 21559168
  
  I am rejecting this response. Both of these cases are broken while under normal use. I work from home so the phone mostly stays in the house. The fact that they have a no-refund policy and are selling a defective product is scammy and unethical. Also, the paint cracking on the side of the phone is something I wouldn't be able to do, even if I wasn't caring for the case properly. How would I make the paint crackle and repel the plastic underneath?There isn't documentation I can provide to show how this product is cheap and prone to breaking, but the photos and the dates and timing on the photos show that this is problem that has continued over a period of time and with both products.
  
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their phone case was advertised as an extremely thin 0.35mm case for those wanting a non-bulky experience. However, the case I received is significantly thicker than 0.35mm -- I measured it myself and found the company's claim to be false, it is at least 3 times thicker. The product photos also seem to show the case from flattering angles or just flat out are fake to make it look thinner than it actually is. This is deceptive to customers like myself.I am also very dissatisfied with their screen protector. The product does not fully cover the phone screen, with the black border blocking off viewable parts of the screen on all four edges. There is no way to apply it without losing screen visibility. Additionally, the screen protector has a non-homogenous appearance, with some sections reflecting light differently than others.I am requesting a full refund for the phone case and screen protector. The products I received do not match what was advertised and are not fit for use. If the company does not provide a complete refund, I intend to file a chargeback with my bank.

  Business response

  04/08/2024

  To Whom It May ******* at the BBB,
  We are sorry to hear that this customer had a bad experience with their order.
  The customer reached out to our customer service team on April 2nd and requested a refund which was processed through on April 4th.  The customer was also allowed to keep all of the products and not expected to return them.  Please see the attached documentation for all email correspondence as well as the Shopify Order Refund transaction.

  As to the customer's claims that the product was not as described and a scam, we have been in operation since 2012 selling phone cases and screen protectors with over *******+ positive customer transactions and our product reviews can be views on our store. We are sorry that the customer did not like our products but their opinion is not echoed in the reviews by other customers that have purchased these products.

  Sincerely,

  The Peel **************** Team

   

  Customer response

  04/09/2024

  Complaint: 21516479
  
  I am rejecting this response because:
  
  As I mentioned in my request, I'd also like the products to be removed from circulation as they are blatantly not what is advertised. While I do appreciate the refund, I continue to be unsatisfied with the fact that your products don't match the advertised specifications. I have only ever received products from Peel for the Pixel 8 Pro, and therefore can only speak for those products, so the excellent reviews for your iPhone and other brands' products are not defining for the specific products I have received. So far in my research, I have found overwhelmingly negative reviews from customers regarding their Pixel 8 and Pixel 7 case/screen protector experience, specifically regarding the clear cases, along with a few negative reviews regarding the screen protector not covering the entirety of the screen and also being very cheap/easy to break. These reviews are not hard to find on the internet, and in fact the only website I cannot find negative reviews of this product is your own website.
  
  Sincerely,
  
  ***********************

  Business response

  04/09/2024

  To Whom It May ***************** mentioned in our previous response, we have over *******+ happy customers that have purchased various products on our website among with are customers that have purchased ********************** for their Pixel devices.

  We handle each individual customer's inquiries on a case by case basis and and have a generous return policy posted on our website which this customer has personally experienced.

  Because we have to take into consideration the needs of all of our customers, we will continue to offer the current products on our website.

  Sincerely,

  The Peel **************** Team

   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a case on 9-25-23. The first issue was the product arrived late. Then after realizing how cheaply made the product was, I tried to request a refund. The website's refund form is "Not available". How convenient! I've sent 4 emails since to request a refund with no replies. I've also tried to request an answer on their social media. They don't have a phone number so you can't get a hold of anyone!

  Business response

  10/13/2023

  To Whom It Concerns at BBB,
  We are sorry to hear that this customer was frustrated by an apparent lack of response from our customer service team.  This was not the case as it appears that their numerous attempts to reach him via email were not received.  Sometimes this can happen with spam filters.
  I’ve attached a PDF of the customer correspondence and our support team’s response as well as screenshots of the refund that we have issued to the customer.
  Please note that the returns/refund policy on our site is for the full product refund excluding shipping fees.  That policy can be found here: ***********************************************************
  Thank you,
  Peel Management & Customer Service Team

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a I-phone cover from ***Peel on March 1, 2023. We never received a confirmation email - confirming the order. Then the next day March 2, 2023 $68.93 was debited out of our account. We did not receive the package so we emailed to inquire. 72 hours later we got an email stating they could not find our order. I asked for a refund and they said they can't refund the account if they can't find the order. I sent a screen shot of my bank account with the debit and said we want a refund and do not want to do business with them at this point. That was 2 days ago and we have not heard back. So this company can just take your money and claim they don't have an order. If I don't hear in the next day or see a refund I am going to call our bank and tell them it was a fraudulent debit.

  Business response

  03/30/2023

  To Whom It May Concern,

  We are so very sorry that this confusion occurred with Mr. ********* order.

  When the customer service agent conducted an initial search under his full name "******* *******" it did not turn up any results. That individual also searched with his email address and was unable to locate the order.  The customer service agent was correct in that we cannot refund a purchase if we cannot identify it in our system, however in this instance the order was placed under the name "**** *******" and the email used for the order had the ending "***********" instead "***********" as is listed in this BBB complaint.

  Upon searching with the correct email, we were able to locate the order in our system and identify the shortened name.  The tracking details show that it has delivered in full to Mr. ******* on 3/29/23.

  I'm looking into the issue with our warehouse as to why there was a delay in the fulfillment, but everything was shipped out and the email notifications were sent, just to the incorrect email address.

  In the attached PDF are the images of the order details in our ******* store as well as the delivery tracking on the *** website.

  If the customer is unhappy with the items received, we're happy to arrange a return/refund.  I will have the customer service agent reach out directly to Mr. ******* to see what he prefers to do.

  Thank you,

  Peel Customer Service Management

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ******* ****** Order date: 12/27/2022 I have been attempting to return a phone case, in line with Peel's return policy. As stated on their website, their ****** ****** ************************************************************) requires that you fill out a form to initiate your return, within thirty days of purchase. I've filled this form out three times, with the first and second for sure being within the 30-day window. I don't have exact dates because there is no kickback email after you submit the form. Nobody has contacted me or started my return, despite multiple attempts on my part to reach them. This company does not abide by its own terms, and I will never recommend them to anyone. I would like them to uphold their own policy and provide me with a full refund.

  Business response

  02/22/2023

  To Whom It May Concern,
  We're sorry that this customer had an issue reaching us.  We recently discovered that our ******* ***** no longer supports our forms and as a result there is a message that instructs customers to use our ******************* email.  I've attached a screenshot of that message.
  Also all of our products and order email communications does provide an working email address in order to contact our customer support team.
  Now that we are aware of this customer's issue we have sent them an email and refunded their purchase.
  Please note that we are actively working with our web developer and ******* to find a new form application that will work correctly with our ******* store. It is being tested and we hope to have it up and running as soon as possible but in the meantime all customers are directed to the page instructing them to send us an email.
  Thanks,
  The Peel CS Team

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/02 23 I ordered and received within an acceptable time a ******* 21 super thin phone case from Peel.The phone case is pure junk. Very thin plastic with imperfections and it does not fit the phone. I have tried to cotact the company for a return or exchange but to no avail. Their website says" Oops! Looks like our forms are down for maintenance." They have no contact phone number listed. Beware! Their website is fancy and appears to be a good company.

  Business response

  02/22/2023

  To Whom It May Concern,
  We're sorry that this customer had an issue reaching us.  We recently discovered that our Shopify store no longer supports our forms and as a result there is a message that instructs customers to use our ************************************* email.  I've attached a screenshot of that message.
  Also all of our products and order email communications does provide an working email address in order to contact our customer support team.
  Now that we are aware of this customer's issue we have sent them an email and refunded their purchase.
  Please note that we are actively working with our web developer and Shopify to find a new form application that will work correctly with our Shopify store. It is being tested and we hope to have it up and running as soon as possible but in the meantime all customers are directed to the page instructing them to send us an email.
  Thanks,
  The Peel CS Team

  Customer response

  02/23/2023

  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

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Peel phone case & Peel phone screen cover on-line thru buypeel.com on 10-15-21. The charge total for the both products was $58.00 & $0 shipping fee. Products arrived on 10-25-21 through the US postal service. Both items were sent with the incorrect size, I tried to contact Peel customer service for return. Only way to initiate a return was online, filling out a “form”. (There is no way of obtaining any customer service phone number on their site.) I did receive an email confirming that they received my request for return on 10-25-21 to inform me they “usually get back within 48 hrs for a response” from them. They didn’t respond back until 10-28-21, which was to ask to clarify if I wanted a refund or exchange. I sent a reply that same day, indicating I had already requested a refund, but will clarify again that “I want a refund”. Did not hear any response since. I submitted another email on 10-29-21, asking how long does it take to get a reply to initiate a return, since it has been 5 days since my original request via their online “form”. Have not heard 1 reply back since. Very shady business & very Suspicious they have no customer service person to verbally talk to, only correspondence available is thru email, & then not replying to their emails.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a case and when it arrived the case was clearly defective. Reached out to the company for support the same day I received the case and received no reply back

*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. ↩