ComplaintsforBody Guardz

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/24/23 I placed an online order for a cell phone case and screen protector totaling to $74.99 from this company. I did receive an email confirmation of my order and my credit card was charged the full amount. The email mentioned waiting on updates for shipping information. After waiting a few days, I tried to check on order and there’s no any update and it isn’t even showing as being processed when I log in to their website. On Tuesday, 11/29/23, I attempted to contact the company using their online chat but it stated an agent was unavailable/offline. I then sent an email requesting follow up, reached out via social media, and via SMS as that is stated on their website as the ways to contact support. At the time, I checked and my I have even responded to the auto SMS messages I have been receiving from the company and have continued requesting a representative. I continue to receive automated responses. I responded 3 times on 8/1/23 via SMS messages requesting to speak to a representative, and once in the online/website bot assistant and left my email address for contact. I have been doing this for two days now and no response at all from the company. I don’t even know if my order went through after they charged me. There’s also no way to get a refund because nothing works on their website and customer support. They have all these deals for the holidays and I’m not surprised if a lot of people who ordered are also having the same issues.

  Business response

  12/01/2023

  Hi *****,

  I apologize for the delay in our response.  Typically our Black Friday/Cyber Monday sale is one of our busiest times of the year and our response times are a little longer than we would like. In looking into this I do show that your order was placed on 11/24/23 and was shipped on 11/27/23.  You should have also received a shipping confirmation email to track your order.  Your tracking number is **********************.  You can track this on the USPS website.  Shipping time will usually take 5-7 business days.  When your order was placed you weren't logged into your account and so unfortunately, you aren't able to view the order under your order history.  However, I've gone ahead and registered these products to your account so when you login you should see those listed under your "eligible replacements".  .  As for the text messages the phone number associated with your order (**********) does not show as being subscribed. In order for us to be able to reply to a text message you have to be subscribed and agree to receiving texts from us or we are unable to reply.  If you have any questions or if there is anything else that we can help with please don't hesitate to reach out.  We are in the office Monday through Friday from 9:00-5:00 (MST).  Our live agents are available via live chat through our website from 11:00-3:00 (MST).

   

  Best, 

  Ashley 

  Customer response

  12/05/2023

  
  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

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bodyguardz charged me for $48.72. I have no idea why they did. I didn’t see any invoice. I just found the payment on my bank activity statement. They did this without my consent. They used my credit card info from a previous purchase I had done with them as a third party at the AT&T store. I have been trying to get in touch with them to resolve the problem via email and chat room. I have left several messages but to no avail. I have yet to be contacted by a representative. I disputed the charges with my bank which put a hold on the payment and Bodyguardz charged me again. This company is not trustworthy and literally tried to steal money from me.

  Business response

  09/14/2023

  The charge you are seeing is related to your screen protector replacement ordered on 07/01/23. As part of the replacement program, you have to send back your old screen protector within 60 days. If we don't receive the old protector back within this time then you are charged full price for this replacement. Unfortunately, we never received your old screen protector back and so the charge you are seeing now is the full price charge for that replacement.  When you place an order for a screen protector replacement you have to check a box before you can place the order that says you agree to the terms and conditions of the replacement program.  Your new protector will also come with an envelope for you to send the old protector back with.  If we don't receive the old protector back within 30 days we will send a reminder email just to let you know you have 30 more days to return that to us so we really do try to get the word out there about how our replacements program works.  However, we also understand that sometimes this information can be missed and are happy to help in these situations. 

  If you filed a chargeback with your bank they will typically put the funds for that charge back in your account and then they will investigate the situation with our accounting department.  If the charge is determined to be valid your bank will then allow the charge to go through.  I do see that you contacted us on 09/11/23, and that we responded to your email on 09/13/23.  A refund has been issued for that charge on our end and was processed on 09/13/23.  It can take a few days for the credit to show back on your card, but you should see a credit for that shortly.

  If you have any questions regarding this please reach out to us at [email protected] and we are happy to assist you with this further.

  Best,

  Ashley

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/29/23 I placed an online order for a cell phone case (specifically the iPhone 14 Pro 'Ace Pro' case in Smoke Black) from this company. I never received an email confirmation of my order. On Monday, 7/31/23, I attempted to contact the company using their online chat tool. It stated an agent was unavailable/offline. I elected to send an email requesting follow up. At the time, I checked and my credit card had been charged for the order/amount of the case. Since Monday, I have continued my efforts to speak to a representative. I have even responded to the auto SMS messages I have been receiving from the company and have continued requesting a representative. I continue to receive automated responses. I responded 3 times on 8/1/23 via SMS messages requesting to speak to a representative, and once in the online/website bot assistant and left my email address for contact. On 8/2/23 I responded in the SMS message requesting a representative and again received an automated response. I also requested a representative in the online agent chat tool on the website on 8/2/23 and did not receive a response. At this point in time, I do not know if an actual order exists for me or if I am just being charged for an item I will never receive. I wish I had bought a case in-store rather than the website as it is clear communication is not important to this company.

  Business response

  08/14/2023

  Hi *******,

  In looking into this, it looks like the email address that was entered when the order was placed was incorrect which would explain why you didn't receive any order or shipping confirmation emails.  I truly do apologize that it took longer than expected to get in touch with us.  I do see that one of our customer success agents was able to get in touch with you via email and give you your tracking information.  Unfortunately, we are not able to accept inbound calls right now, but you can always request a call back.  We are also available via live chat from the hours of 11:00 am to 3:00 pm (MST).  Again, I am sorry for the delay in our response.  If you have any other questions or if there is anything else that we can help with please don't hesitate to reach out. 

  Best,

  Ashley 

  Customer response

  08/20/2023

  
  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

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Pure 3 original shatterproof for ******* S10e screen protector. I needed replacement a while back and got a Pure 2 replacement sent to me instead. It cracked. It says out of stock and claimed, whatever that means. I did notice my original screen protector for my phone is available. I tried to use Live Chat several times and it is worthless. Says not available every time. I left message to call. I want a free replacement of my original screen protector purchased. Don't advertise free replacement of original screen protector if not planning to uphold that warranty.

  Business response

  06/08/2023

  Hi ****,

  I apologize for the trouble you are having getting a replacement.  In looking into your account I am showing that you are registered for the BodyGuardz Pure 2 Glass (w/ Border) for ******* Galaxy S10e Replacement.  Unfortunately, we never made the Pure 3 protector for this device so the only screen protectors available for this device were the Pure 2 and the ****.  In looking through your account history your first replacement back on 08/31/2021 was for the Pure 2.  The Pure 2 is a tempered glass screen protector so the protector itself can crack depending on what the protector comes in contact with or if the device is dropped.  You are also registered for the ****.  The **** is a synthetic glass protector and will offer the same protection as the Pure 2, but the **** is a shatterproof protector and so it will not crack or chip like the tempered glass protector can.  Unfortunately, the Pure 2 tempered glass protector has been discontinued and we no longer have replacements for that protector, but you are still eligible for free replacements of the **** and can order a new protector at anytime.  I do see that you were able to get an order placed for a new protector today, but if you still have questions or if there is anything else that I can help with please don't hesitate to reach out.  We are in the office Monday through Friday from 9:00 a.m. to 5:00 p.m. (MST) and can be reached via live chat or by email at **********************************.

  Best,

  ******

   

  Customer response

  06/08/2023

   
  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

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a ripoff and their products overpriced junk. Paid $23.82 on 12/4/22 for a supposedly great screen protector. Couldn't get It applied correctly despite their fancy box, which is the only thing that is fancy, the protector received was just a flimsy piece of plastic. So had to use their so-called replacement program wherein they charged me $10.65 for a 'free' replacement on 12/14/22. On 1/24/23 I returned the first screen protector in their envelope provided as per their their policy. On 2/23/23 an unauthorized charge of $47.65 was placed on my account with no reason or communication from the company whatsoever. I do not owe this company anything, I expect immediate refund and my account and financial information permanently removed.

  Business response

  02/28/2023

  Hi ******,

  As part of our replacements program you have to send the old protector back within 60 days.  If we don't receive the old protector back within this time then are you charged full price for that replacement.  Unfortunately, we never received the old protector back for your replacement order which is why that charge went through.  Once we receive your old protector back you should get a confirmation email just letting you know that we have received that back.  If we haven't received the old protector back within 30 days then we do send a reminder email just letting you know we haven't received your old protector and that you have 30 days to send that back to us.  Unfortunately, without a tracking number I don't have a way to check and see where this ended up.  However, we completely understand that things can be lost in the mail and that this is no fault of yours and are happy to help with this.  I've gone ahead and issued a refund for that charge so you should see a credit for this back on your card within 3-5 business days.

  If you have any questions or if there is anything else that I can help with please don't hesitate to reach out.

  Best,

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

   

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bodyguardz advertises free replacements for iPhone screen protectors. When I ordered my replacement, I was charged $37.95. When I twice emailed the merchant for resolution they did not respond. When I called their phone number I received a pre recorded message with no option to get a live person. So I disputed the transaction with my bank. The dispute was overturned, because the merchant claimed that when I placed the order I agreed to return the damaged screen protector. I did receive this agreement. I did not receive instructions that I needed to return the damaged screen protector, on how to return it, on where to return it. I only agreed to a statement that I might be required to show original proof of purchase, which I was never asked to do. The statement that I agreed to did not include details about returning the screen protector, even though their response to my dispute claims that they did. I received only a post order confirmation after I placed the order. This confirmation confirmed my order number, and that I would receive an additional email confirmation with tracking information. I have documentation of this. But I never received an additional email or shipping confirmation. I emailed the merchant to receive this information, and the merchant responded they didnt have my name or information on file as having placed an order. I have documentation of this email exchange. I eventually received my replacement screen protector. And was subsequently charged for it even though the merchant advertises free replacements. The fact that the merchant does not respond to an email nor phone call attempt to resolve this matter is in my opinion a scam. What are they hiding from through their silence? How many other customers have contacted them with attempts to resolve this surprise charge? This is likely why they dont offer a live person when you call but instead have a pre recorded message.Thanks for your time

  Business response

  02/14/2023

  Hi ****,

  In looking into this I am only finding one email from you where you contacted us regarding tracking information.  I do show that we did reply with that information, but don't see any other inquires.  

  As part of the replacements program we do ask that you send your old protector back within 60 days of ordering your replacement.  This information is stated on the registration page when you register your product for replacements.  There is also a box that you have to check before you can place your order that says you agree to the terms and conditions of the replacement policy.  Your new replacement will also come with an envelope for you to send the old protector back with.  If we haven't received your old protector within 30 days we will send a reminder email just letting you know we haven't received that back and that you have an additional 30 days to return that before a charge goes through.  We really do try to get the word out there and apologize if you were not aware of this.  If you ever run into a situation and are unable to send the old protector back just contact our support team before the 60 days and we are happy to help so that a charge never goes through.  

  I've gone ahead and issued a refund for the $37.75 so you should see a credit for this back on your card within 3-5 business days.  If you have any other questions or if there is anything else that I can help with please don't hesitate to reach out.

  Best,

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

  Customer Success

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Unable to reach company about product that was defective on arrival. Numerous reviews confirm company is sending out defective products. No reply to emails and unable to leave voice message as voicemail is full.

  Business response

  01/24/2023

  Hi *****,

  
  I apologize that you have not been able to get in touch with us.  We are available Monday through Friday via live chat through our website from 9:00 a.m. to 5:00 p.m. (MST).  You can also contact us at [email protected] or through any of our social media channels. 

  
  If your product is defective we are happy to replace that for you.  Please email us an image of your receipt to [email protected] and reply with a good shipping address and we would be happy to get a new one shipped to you.
  
  Best regards,
  
  Ashley M

  Business response

  02/20/2023

  Hi *****,

  In looking into this I am showing that someone from our customer success team contacted you via email and a new product was shipped to you on 01/30/23.   We don't have an option for voice mail at this time, but you can request a call back through email at [email protected].

   

  Best,

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: Again this not about not receiving the product. The Product is still being advertised as App compatible with smart functions...this is the lie. The lantern is not App compatible therefore has no smart functions. If anyone attempts to connect to the app their lantern will become non functional. Your company is selling a product advertised as having Bluetooth/App functions which it does not. There is even a link on the site to the app store to download the app, which if anyone does their product will no longer work. If i wanted a lantern with battery bank i would have purchased that, people are choosing this product based on a function that is not supported.  Buyers need to be made aware before purchase that the smart functions are no longer supported and this is just and Lantern not a SMART lantern.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/27/2022 I requested the replacement of the screen protector for my iPhone 12 Pro, as part of the warranty I received the screen protector for an iPhone 12 Pro **** after leaving multiple messages asking to return my call and sending multiple emails explaining my issues with no response. As part of the warranty, I returned the broken screen protector together with the iPhone 12 ************** protector with a note, explaining the issues and asking them to call me or email me to solve the problem.As of today, I have not received any communication from them.

  Business response

  08/23/2022

  Hi ****,

  We tried calling you back on 08/01/22 and 08/02/22 and were unable to get through and so we emailed you at ******************* I apologize if you did not receive our response. 

  It looks like you were registered for the BodyGuardz Pure 2 Edge Glass for Apple iPhone 12 ******************* instead of the iPhone 12 Pro/iPhone 12. I have deleted the iPhone 12 Pro *** from your account and have registered you for the correct replacement.  You can login to your account and place an order for that at anytime.  I've added a courtesy shipping waiver for you, so there won't be any shipping cost to place that order. You won't have to do anything different for this to apply, it will work automatically. Just make sure the grand total is $0.00 before submitting the order!

  Once you receive the correct replacement just make sure that you then send back your old screen protector in the envelope that will come with that new order.

  
  If you have any other questions please let us know and we will be happy to assist you in any way that we can!

   

  Best,

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 screen protectors with a lifetime guarantee from bodyguardz through AT&T for my new iPhone 13 pro’s for myself and two daughters. I expected for the price and with a lifetime guarantee these screen protectors would be of the best quality. All three of them were cracked within one month. Although cracked they still were intact so we used them for quite some time before I decided to get a replacement. When I went online for a replacement I realized that I could not have them all replaced at once I could only do one at a time and I had to pay $10 per protector for shipping and handling. Being as the screen protectors lasted less than a month they are no better than the five dollar screen protectors that I get from five and below Or off of Amazon I can get a three pack for less than $10. I went ahead and replaced one. It took a couple weeks to get and came with no return envelope or instructions. Little did I know that they expected me to return the old broken protector at my own expense so six weeks later I was charged full replacement value of $53.95.. This is the biggest scam and horrible business practices. This company should not be in business and AT&T should also be held accountable for selling these products on their site. The screen protectors are of horrible quality and are misrepresenting their Advantage lifetime replacements.

  Business response

  08/01/2022

  Hi ******,

  We are sorry for the frustration here and are happy to help. BodyGuardz does offers lifetime replacements on our screen protectors.  There is no charge for the actual product itself, but you do have to cover the shipping and handing fee on those replacements.  We don't require proof of purchase to register your screen protector for replacements and so anyone can create an account on our website and order a replacement for just the shipping and handling fee without ever having purchased the product.  This is one of the reasons we ask for the old protector back. When you register your screen protector on our website we do state this so that you are aware of this.  When you place your order for a replacement there is also a box that you have to check before you can place the order that says you agree to the terms and conditions of the replacements program so we really do try to get the word out there.  We also send trainers into the AT&T stores to inform them of how our policy works so they should be well aware of this.  We also understand that this can be overlooked and are more than happy to work with you on this and do show that a refund has been issued for that charge.

  I did look into your account and do show that you have the Pure 2 EyeGuard.  This is a tempered glass screen protector so depending on what the screen protector comes in contact with or if the device is dropped the screen protector itself can crack or chip.  We do have another protector that might work better for you.  Our PRTX is a synthetic glass protector and will still offer the same protector as the tempered glass protectors, but this protector is shatterproof and so it will not crack or chip like the tempered glass protectors can.  If you would like to try this protector I would be more than happy to have one shipped to you free of charge and then in the future if you need a replacement you could replace your protector with the synthetic glass protector instead of the tempered glass.  If this is something you would like to try please contact me at [email protected] Attn: Ashley and I would be happy to get that taken care of.

  If you have any other questions or if there is anything else that I can help with please don't hesitate to ask.

  Best, 

  Ashley M

   

   

   

   

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the BodyGuardz "synthetic glass" product from **** in ******, **, and the product is registered under my email. When I noticed that the product was scratched and scuffed similar to plastic, I was planning on getting a replacement sent to me. They had put a "lifetime free replacement" warranty on the product. I was charged $55 plus sales tax. **** put the product on when I purchased the ****** Pixel 6 Pro phone, so I didn't realize that the product is actually plastic. It is not even synthetic glass. I will now have to pay out of pocket to get the tempered glass that I had wanted to begin with.

  Business response

  05/02/2022

  Thank you for taking the time to provide your feedback.
  
  Unfortunately, we don't have a tempered glass screen protector for the ****** Pixel 6 Pro.  The screen protector we offer for this device is called the PRTX.  This is a synthetic glass screen protector.  This protector will still protect your device like the tempered glass protectors do, but this protector is a shatterproof protector and so it will not crack or chip like the tempered glass protectors can.  However, because this is synthetic glass and not tempered glass you may notice that it does tend to scratch easier than with a tempered glass protector.  
  
  We do offer free replacements on our screen protectors.  There is no charge for the screen protector itself, but you do have to cover the shipping and handling fee of $9.95.   I certainly understand your frustration around the shipping price. Unfortunately, with the supply chain costs that have gone up over the last year, we had to make the necessary change and shipping has increased on those replacements.  
  
  We would be happy to waive the shipping on your first replacement and have a new one shipped to you free of charge.  Please contact us at ********************************** (attn: Ashley)  and we would be happy to get this taken care of for you.

   

  Best,

  Ashley 

  Customer response

  05/02/2022

   
  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 **** do believe that calling the product "glass" is misleading. I have also requested a self-addressed stamped envelope if you want the defective product back.
  
  Sincerely,
  
  *************************

*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. ↩