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:03/15/2025

  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.

  ZAGG won't honor the lifetime warranty on their screen protectors. I would have never spent $60+ on a screen protector if it weren't for the warranty. I put in for a replacement, paid $11 shipping fee and they canceled my order without any notification. I've been a customer for over 10 years. Recently, they just decided they can lie and not honor the warranty from a product I purchased directly from them. ********.

  Business Response

  Date: 03/17/2025

  Hello Thaer, 

  As we responded to your direct email to our Account Assistance Team today, Monday, March 17th, 2025, we explained why your warranty order was cancelled and why your ZAGG account has been permanently closed.  
  

  Thank you for reaching out to the ZAGG Account Assistance Team regarding your order cancellation.  
  
  We regret to inform you your ZAGG account has been permanently closed.  Your card issuing bank has informed us you filed a pre-arbitration chargeback on an order from that was placed on September 20th, 2023, and the pre-arbitration was filed in January 2024.  ZAGG is utilizing our right to refuse service: *********************************************************;
  
  Right to ****************************************************** reserves the right to refuse service to anyone for actions including but not limited to harassment of ZAGGs employees or customer service personnel, fraudulent activities, abuse of ZAGGs warranty policy, violation of these Terms, or any other reason that is reasonable and justifiable under the law. ZAGG further reserves the right to block or remove communications or materials posted by customers that it determines to be (a) abusive, defamatory, or obscene, (b) fraudulent, deceptive, or misleading, (c) in violation of a copyright, trademark or; other intellectual property right of another or (d) offensive or otherwise unacceptable to ZAGG in its sole discretion. 
  
  If you can visit one of our retail locations, warranties may be fulfilled there for a small fee. 
  
  Regards, 
  
  The ZAGG Team 
  
  I am sincerely sorry if you did not receive the cancellation notice we sent, as we always notify our customers by email when an order is cancelled, perhaps it may have landed in your junk or spam folder.  
  
  The order that the pre-arbitration chargeback was issued back on September 20th, 2023, and one item was returned to ZAGG and refunded, and yet, the pre-arbitration chargeback was for the full amount of the order $115.71 after we initially refunded you $69.42.  
  
  I apologize for any frustration you have experienced. If you would like us to review your account, we would be happy to do so if the pre-arbitration chargeback is reversed by your bank or card company.  
  
  Best regards, 
  Sidney 

• Initial Complaint

  Date:01/17/2025

  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 paid for products and they have not shipped. They were emailed and no response. When you pay for a product and it has a warranty you uphold that warranty in a timely manner. This is a one horse show I can tell. Go and look at all the responses that are given weekly. They all have "I" throughout the lengthy apology. JUST SEND ME MY F'IN GLASS ALREADY MAN!!!!!! Get off the dam computer saying youre sorry and do some work!!! SEND ME MY F'IN GLASS!!! NOW, RIGHT NOW! Please. Thank You.

  Business Response

  Date: 01/20/2025

  Hello ****,

  Thank you for reaching out to ZAGG through the BBB complaint process. We welcome your feedback concerning how long it took for your two orders to ship, and I can agree it should never take more than the estimated one to three business days we advertise.

  It does appear that we were waiting for inventory, and I apologize you were not notified of that delay.

  Both orders have shipped as of January 15th, 2025. Order ******** has the *** Mail Innovations tracking number ******************, and order ******** has the *** Mail Innovations tracking number 803323001301279841. 

  You can track both orders here: ******************************************************************************************;

  The standard delivery expectation is 5 to 7 business days for delivery. This does not include any holidays or weekends.

  Please accept our sincere apology for the shipping delay, and we have refunded both of your orders for your frustration.

  Best regards, 
  Sidney 

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair 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.

  After waiting months for the screen protector to be back in stock, I was finally able to place a warranty request for a replacement screen protector on December 25, 2024, and paid the $9.99 shipping and handling fee for my free warranty replacement. I installed the replacement Zagg Glass+ Defense ************ Pixel 7 (Case Friendly) on my Pixel 7 on January 16, 2025. Less than 30 minutes later, I noticed that the brand-new screen protector had a spiderweb of cracks. It had not been dropped, bumped, or otherwise endangered during that time. It was resting on a stable flat surface. I figured the screen protector was either damaged in transit or defective and planned to submit a warranty replacement request and ask that the $10 shipping fee be waived under the circumstances. Unfortunately, on January 17, 2025, I discovered that my Pixel 7s screen has physical damage, with blue splotches crawling out from the edges. This was not obvious the day before but its not as visible on a black screen unless you are looking for it I saw it when I switched to a white background. Again, nothing has happened to it to cause this damage. I followed all package instructions while installing the new screen protector.The most reasonable conclusion is that this damage was caused by the defective Glass+ Defense Elite. Unfortunately, Zagg offers no way to contact them other than a bot that just links to solutions to company-approved problems (so no solutions for anything that might reflect poorly on Zagg like defective screen protectors damaging phones). I have no way to get ahold of an actual person at Zagg to get any assistance resolving this issue. Im just stuck with a broken phone. I have been a loyal Zagg customer since 2007, and I am shocked that they have gone so far downhill since 2021.

  Business Response

  Date: 01/20/2025

  Hello Nic, 

  Thank you for reaching out to ZAGG *** through the BBB complaint process. I am very sorry you have not been able to reach us regarding your concerns with the InvisibleShield you installed on your device and your devise screen cracking.

  You can always reach us through our toll-free phone number that is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. To escalate your concerns by our bot, you do need to answer all the questions the bot is asking, and then it will escalate your concerns to our team which responds by email Monday through Friday 9am to 7pm Eastern Standard Time.  

  The InvisibleShield will not harm your device and the ****** Pixel 7 Glass Defense Elite InvisibleShield is a very popular item, and we assure you this has not been a problem with other customers, we would have received complaints about this being a problem if this was the case with our InvisibleShield. No matter how skilled you have been in the past with installing InvisibleShields pressing too hard, though totally unintentional, could have caused the damage you explained. As you know the initial installation of the InvisibleShield is most vulnerable within the first 24 hours.  

  These are the tips we recommend for doing a self-installation: 

  1. Before installing, remove all cases from your watch or phone. 
  2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If youve got a watch, do not wear it overnight after installation. 
  3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along. 
  4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself. 

  Installation tips link 

  ***********************************************************************************************************************************;

  InvisibleShield Installation Tips and Tricks - ********************************************************;

  InvisibleShield Glass Family  

  Our liability is only for our products and not any personal items.  

  ***************************************************************;

  Disclaimer of Warranties and Limitation of Liability: 

  THIS SITE AND ALL INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) AND SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE ARE PROVIDED BY ZAGG ON AN AS IS AND AS AVAILABLE BASIS, UNLESS OTHERWISE SPECIFIED IN WRITING. ZAGG MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, UNLESS OTHERWISE SPECIFIED IN WRITING. 

  ZAGG SHALL NOT BE LIABLE FOR ANY DIRECT, SPECIAL, CONSEQUENTIAL, PUNITIVE, AND DIRECT OR INDIRECT DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES AS A RESULT OF LOSS OF USE, LOSS OF PROFITS OR OTHER INTANGIBLE LOSSES RESULTING FROM THE USE OF OR THE INABILITY TO USE THIS SITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK. 

  TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, ZAGG DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ZAGG DOES NOT WARRANT THAT THIS SITE; INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE; THEIR SERVERS; OR E-MAIL SENT FROM ZAGG ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. ZAGG WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES, UNLESS OTHERWISE SPECIFIED IN WRITING. 

  CERTAIN STATE OR INTERNATIONAL LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS. 

  I have refunded the warranty order per your request 14322758 $10.89, and we are happy to issue a free InvisibleShield once your phone screen has been repaired, there will be a note on your account so anyone can assist you. Again, I am very sorry you have had this experience.

  Best regards, 
  Sidney 

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution is satisfactory to me. 
  
  Sincerely,
  
  Nic *******

• Initial Complaint

  Date:01/03/2025

  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.

  Hello, I emailed customer service over two weeks ago with a few questions and never got a response. Im filing a complaint because this is unprofessional to not even respond once. I asked if the screen protector I purchased would work with my phone since it ended up saying for the iPhone 16 and nothing about the iPhone 15. I also asked about having two screen protectors for the iPhone 13 and what to do with them since I can no longer use them. I was hoping to exchange them since they havent been used and can no longer be used. Yet I didnt receive a response from anyone. So hopefully this grabs some attention from someone.

  Business Response

  Date: 01/10/2025

  Hello ******, 

  Thank you for reaching out to ZAGG about not receiving a timely response to your email. I am very sorry you did not receive a response in the time frame you expected.

  I see we received your email on December 19th, 10:19AM and we did respond on December 26th, 9:10AM. You are correct in that 5 business days for us to respond is a very long time and not professional. Please keep in mind that ZAGG was closed for two of those days for Christmas, and we do not work on weekends, so I can understand how you would feel about us looking unprofessional with no quick response to your concerns.

  You are also bringing up some of the same concerns with your previous BBB complaint under ********, that you are bringing up here. I apologize if perhaps my response was not clear, so you felt you needed to reach out again.  
  The agent you spoke with ******* did address your name change concerns and she told you the following: 

  Yes, the InvisibleShield in order ******** is compatible with both the iPhone 15 and iPhone 16. This is because the two devices are the same 6.1" retina display size.

  I see you have been with ZAGG at least since 2022, and as for your request for an Exchange of products, we are sorry, but ZAGG has never had an exchange policy. I have been with ZAGG for nearly 17 years and exchanges have never been offered. We apologize if you were not aware of this.

  We offer a 30-day refund no questions asked policy. Which you can find here ******************************************************************;
  If the purchase of your two InvisibleShields for the iPhone 13s has been within the last 30-days you could return them for a refund, however, if the purchase has been longer than 30 days, we are sorry, we cannot accept them.

  I hope I have been able to address all your concerns, and I am sorry we are not able to give you an exchange, but going forward hopefully my response will help you understand our policies and timelines.

  Best regards, 
  Sidney 

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair 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.

  I purchased a screen protector and registered it with my existing zagg account ~2 years ago. I go online to do a warranty replacement and find that my account no longer exists, which is odd because I have a dozen emails from zagg about my account. I search for a long time to find a support email but am sent through a never ending loop that always ends with an AI service being recommended. So I talk to a very incompetent chatbot and it tells me "due to website maintenance, some profiles did not merge into our new platform". So I have to remake my account and re register my product just for the warranty to be denied by lack of product availability. I've been a customer for years (although you wouldn't know it by deleting my account) and am so frustrated at how awful the customer service has become. Either send me the full purchase price of my zagg screen protector since I apparently can't replace it or be true to your word and replace my screen protector like I've done in the past through your company.

  Business Response

  Date: 12/28/2024

  Hello ******, 

  Thank you for reaching out to ZAGG, through the BBB process. I assure you we did not delete your ZAGG account. Our automated assistant did respond correctly to you, in that some older accounts did not merge over when we updated our systems back in June/July 2024. It does appear that your account was one that did not process over. I am very sorry about that. If you have other products that need to be registered, you can either register them yourself or if you want to provide me with the exact product and model and purchase date (or close to it) I would be happy to register any missing products.  

  As for the Glass Elite Google Pixel 6 (Case Friendly) it looks like we have ample inventory but for some reason it is not being recognized, which is why you are seeing it being out of inventory. I have escalated to our support team to look into this issue.

  In the meantime, I have placed an order for you under ******** for two Glass Elite Google Pixel 6 (Case Friendly) InvisibleShields. Hopefully this will hold you over awhile. We do state we can take 2 to 3 business days to process orders, and once your package has shipped you will receive an email from FedEx with the ground tracking number. 

  As for contacting us, this is our information: Our toll-free phone number is ###-###-####, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. Because of the personal attention we want to give to every customer, you may still experience a delay in talking to a Care agent or waiting for an email response due to the holiday contacts we are receiving. 

  I am sorry for any frustration you may have experienced, but I thank you for bringing this concern to our attention so we can investigate it.

  I wish you a very happy New Year, 
  Sidney 

  Customer Answer

  Date: 01/01/2025

  
  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:12/16/2024

  Type:Service or Repair 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.

  Horrible customer service, horrible product and tone deaf responses to my emails. Protector was scratched within 1 week of installing. Purchased a “free” replacement for $10.59. They no longer come with the installation trays. So the suggestion was to pay to have it installed by a professional. I would like a refund for my “free” replacement or I would like an installation trays sent to me.

  Business Response

  Date: 12/17/2024

  Hello *****, 

  Thank you for reaching out to ZAGG through the BBB complaint process. I understand you have been using ZAGG for over 10 years. Thank you for being a long-time customer. I understand your confusion if you received a warranty for your Glass Elite Apple iPhone 16 Pro and it did not come with an installation tray. Due to our packaging, our warranty orders have never included an installation tray, so I apologize if this was not something you were aware of. We recommend that all trays be kept for exactly this situation. 

  As for why your InvisibleShield scratched within the first week, we would need to know where and how you store your phone. The InvisibleShield is designed to scratch before your device screen, so even though you only had the InvisibleShield for one week, it sounds like the InvisibleShield did protect your device. I understand that doesn’t stop your frustration but knowing the InvisibleShield did what it is designed to do should be a relief as it kept your phone screen safe.

  I issued a one-time refund for you for $10.59. Going forward as you have been a long-time customer how would you like to proceed? 

  I can provide you with a new order which will come with a tray, or as our agent recommended you can always go to a local kiosk or reseller, and they can install the InvisibleShield for you. Any fees you would cover come with a two-week professional installation guarantee. We do ask that you keep any receipts and take them with you if you need assistance within that two-week time frame.

  I sincerely apologize for your interaction with our Care agents. We never want to frustrate our customers or cause you any strife. I will certainly pass along your interaction to a supervisor for re-training. I do feel we could have been more understanding in addressing all your concerns.

  I look forward to your response on how you would like to proceed.  

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 12/17/2024

  
  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:12/16/2024

  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 registered my product on the ZAGG website for replacement. There is a lifetime warranty on the screen protector I bought. I have saved the box for several years due to this. The website is instead trying to sell me the screen protector for a 'discounted price', rather than replacing the product. I have called ZAGG customer service multiple times. A message says they do not take anything over the phone that has to do with the warranty. No matter the hour or day, 'they are experiencing a high call volume.' I would like my screen protector replaced, as displayed on the box when I bought the product.

  Business Response

  Date: 12/17/2024

  Hello ********, 

  Thank you for reaching out to ZAGG through the BBB complaint process. I am so sorry to hear you are not able to warranty your Hybrid Glass for your Samsung Galaxy 10. I would be happy to explain why you are only seeing the following two items you can warranty: 

  GlassFusion Visionguard 
  GlassFusion 

  As stated on ZAGG.com *************************************** 

  Please be advised product inventory is limited to popular products. 

  ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product of equal value.

  Limited Lifetime Warranty 

  For device-specific products covered by a limited lifetime warranty, ZAGG warrants the product against wear and damage during the lifetime of the device for which the product was purchased. For products that are not device specific, ZAGG warrants the product against wear and damage for as long as the Purchaser owns the product. To make a warranty claim for products other than InvisibleShield, Purchaser must register the product at ZAGG.com, provide a valid credit card and return the damaged product. To make a warranty claim for InvisibleShield products, Purchaser must register the product at Zagg.com, provide a valid credit card, and may be required return the damaged product. Limit of 1 product item per warranty order. You may also take your product to any supporting franchise location for a warranty replacement. Please be advised product inventory is limited to popular products and that a replacement or installation fee may apply. ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product of equal value. At ZAGG’s discretion, ZAGG may replace the product with a refurbished product. A replacement product assumes the remaining warranty of the original product or ninety (90) days from the date of replacement, whichever is greater. If Purchaser is in the United States and ZAGG requires return of the original product, ZAGG shall pay the shipping costs to ship the original product back to ZAGG. If Purchaser is not in the United States, Purchaser shall pay the shipping and handling costs to ship the original product back to ZAGG. Purchaser shall pay the shipping costs for the replacement product. In the event that return of the defective product is required, failure to return the original product within sixty (60) days will result in the Purchaser’s credit card being charged the full retail price of the replacement product. 

  We no longer offer Hybrid Glass for your Samsung Galaxy 10 due to lack of requests, but we do have the two options listed above. I apologize if this is confusing, as we do not intend to mislead our customers.

  As for reaching a Care agent to assist you, we do have this message when you call our toll-free number: 

  Due to wait times, we are only accepting warranty orders online. All others, please stay on the line. To receive a text back with a link to the online warranty portal, please press 0. 

  If you would like, I can have someone call you if you would like to give me the best phone number to reach you at, and the best times for you. Otherwise, if you would like a warranty for your Samsung Galaxy 10 you will need to choose one of the two options we offer.  

  I look forward to your response so I know how we can better assist you.  

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not understand why the response says the product is offered when it is on the website.

  Where can I go to turn in my screen protector and get a replacement?
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/18/2024

  Hi ********, 

  The option you are seeing to purchase a new product and not get a warranty is the packaging. If we still have the product available to purchase new, then yes, new orders will be allowed until we run out of inventory, at which time we will no longer provide either option for this particular product.

  However, we are no longer going to warranty this item because we are required to order a thousand plus at a time, and we know we cannot warranty that many. We only carry the most popular items as specified on ZAGG.com, and these are tough decisions we must make and sadly we have chosen not to warranty this product any longer, but like I said, you can get a warranty for either one of these, GlassFusion Visionguard, GlassFusion.  

  If you would like to try a local reseller you can go to this link and enter your

  information: ********************************** 

  I hope this clears up your confusion between a new order and a warranty.

  Best regards, 
  Sidney 

  Customer Answer

  Date: 12/19/2024

  
  Complaint: ********
  
  Okay I think I understand now.  I would be okay with the glass fusion vision guard.  How can I apply for the replacement?

  
  Thank you,
  
  ******** *******

  Business Response

  Date: 12/28/2024

  Hello ********, 

  I am sorry for my delay in responding to you. I have gone ahead and placed an order under ******** for two InvisibleShield GlassFusion VisionGuard for the Samsung Galaxy S10 (Case Friendly). We do state that orders can take 2 to 3 business days for processing (not including holidays). Once your order ships you will receive an email from FedEx with the ground tracking number.

  Thank you for your patience and understanding in the matter and I hope I have been able to address all your warranty concerns.  

  Happy New Year, 

  Sidney 

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  Much like the complaint dated 11/14/2024. My Glass Elite for ****** Pixel 6 has needed a warranty replacement since September. Attempting a warranty replacement shows it out of stock with no alternatives. The chat bot only points me to the basic information for making warranty replacements and has never given me a way to leave a message or email a message. Any attempts to find a contact email has been fruitless and the one time I contacted the corporate phone number, I was given an automated message saying that Warranty Replacements are unable to be handled over the phone. I see that Zagg had replied to a similar previous complaint on 11/21/2024 by offering them a free replacement product (since much like me, I'm able to purchase a NEW product for free, but I can't get a warranty replacement). I would love for this to happen for me, but I am still frustrated that all of my attempts to escalate this matter have failed. I would like for Zagg to make an email address accessible for customer support, or alter the chat bot to provide that information.I SHOULD say that I've had Zagg products since 2009 (previously under a different email), and this is the first bad experience I've had with them. Perhaps this a momentary lapse in their customer support, I'm happy to give them benefit of the doubt.

  Business Response

  Date: 12/17/2024

  Hello *******, 

  I am so sorry I have not responded back to your complaint. I have reviewed your concerns, and I can understand your frustrations. When I investigated the product, the Glass ************ Pixel 6 (Case Friendly) it appears as if we have plenty of inventory to warranty the product, so I have to reach out and get this investigated.

  In the meantime, I have placed an order for you under ******** for 2 of the Pixel 6 InvisibleShields. We typically take 2 to 3 business days to process the order. Once the order ships you will receive an email from ***** with the following tracking number for Shipping (Express: 2-3 Business Days).  

  As for your request to make an email address accessible for customer support, I will pass along your suggestion. The best ways to reach us is to call our toll-free phone number, which is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. I assure you if you answer all the questions the automated assistant asks you then your concerns will be forwarded to a Care agent. I am sorry that did not happen when you reached out previously. 

  Again, I am sincerely sorry for my delay in getting back to you and I hope the order I placed lets you know we appreciate you as a ZAGG customer and I hope I have been able to address your concerns.  

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I appreciate the response by Zagg, and their actions make the situation good by me. Furthermore, I value the insight that the product WAS in stock, but it might have been a glitch in the inventory system. Sometimes things happen, and I very much understand.

  I can't ask for more than them passing on my feedback about the lack of contact methods on their website. The only follow-up I have is that while I appreciate knowing that ************** is the best number to contact them, I would also like to observe that that particular phone number isn't listed on their website - putting that number on their CONTACT US page (**************************************************) would allow other customers to have easier resolution with less frustration as well.

  BBB, thank you for acting as a liaison in this matter and providing a communication path that could help me (and will hopefully help Zagg as well!)

  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/30/2024

  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.

  Twice now I have attempted to replace a ZAGG screen protector for different iPhones, currently an iPhone 14 Pro. Every time Ive gone to my account (which my phone has my login credentials stored) it says that I have no products registered. The last time I just assumed that I didnt register and replaced the phone. This time I was sure to register the product. Looking on here its pretty clear this isnt an isolated incident.

  Business Response

  Date: 12/03/2024

  Hello ***********, 

  Thank you for reaching out to ZAGG through the BBB. I am very sorry to hear the products you previously had registered are no longer there. I can certainly help you with this.  

  We did update some of our systems a while back, and regrettably not all registrations moved over. So, if you have not been in your ************************** account for the last 1 to 2 years, it is possible this could be the cause of the missing information.  

  As you did not list any items in your statement of the problem, please give me the exact name, model and which InvisibleShield product you had registered along with the date of purchase, and I can add these items to your registration list. 

  You still have the option of adding these items yourself, should you choose to do so, but like I said I am more than happy to assist you with this.

  I look forward to your response and getting this all cleared up for you.

  Warm regards, 
  Sidney 

• Initial Complaint

  Date:11/14/2024

  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 screen protector in May of 2024. I wanted to replace it and did register my product bc it cracked. For the last 2.5 months I have not been able to get the exact screen protector bc it says its out of stock for the warranty replacement however it is in stock on the website. Your customer service is garbage and AI chat bots are worthless. Its basically a scam where the only choice I have is to pay for a different screen protector instead of providing my replacement for free plus shipping. Also your customer service number is non existent and no one picks up the phone. Additionally you can go to a store that is a third party but again you cannot get the screen protector without paying an additional charge for a screen protector that cheaper. I ************ how hard this company makes it to get a replacement and therefore is scamming everyone.

  Business Response

  Date: 11/20/2024

  Hello *********, 

  Thank you for reaching out to ZAGG with all your concerns. I am more than happy to help you. However, the email address on this complaint is not pulling up an account and I am not able to search by your name as I need a complete last name.

  Can you please provide me with the email address your ************************** account might be under, and/or your complete first and last name so I can locate your account, that would help me immensely. 

  I look forward to your response.  

  Warm regards, 
  Sidney 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22559662
  
  I am rejecting this response because my complaint is not resolved. 
  the information the company needs to look further into my claim - my email address laxin337 @ gmail. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 11/21/2024

  Hello *********, 

  Thank you very much for providing me with the correct email address so I could locate your ZAGG account. First let me address your concerns about not being able to reach us. I am very sorry you feel we are a scam; I assure you we are not. I have been with ZAGG 16+ years, and I can assure you we value our customers very much as well as your time. We certainly do not intentionally make it hard to reach us. The only time we are off the phones is when there is additional training being done or outside our working hours. That doesn't mean you might experience a hold time while calling us. Because of the personal attention we give to every customer you may experience a delay in talking to a Care agent. Our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday. You stated our automated assistant is worthless. I assure you if you just answer the questions the bot will direct your concerns to an agent, and you will typically get a response within 24 to 48 hours.  Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.  

  I was able to locate a registration that was on May 4th, 2024, for the Invisibleshield Glass Elite Anti-glare Apple iPhone 15 Pro Max ***** Friendly), which you did not mention which InvisibleShield you were needing, so based on the date I will assume this is the correct product.

  I do see when I try to order a warranty for the iPhone 15 Pro Max, Glass Elite Anti-glare that you are receiving our out of inventory message.  

  I am very sorry as we have plenty of inventory and you should not be receiving that message. I am escalating this issue to the correct team to get that fixed. In the meantime, I have placed a free order ******** for you for one Glass Elite Anti-glare Apple iPhone 15 Pro Max ***** Friendly) Invisibleshield, and shipping it to the address we have on file for you. The order should typically take 1 to 3 business days to process through our fulfillment center and once it ships you should receive an email from ***** with the ground tracking number.  

  I hope you accept my sincere apology for the experience you have had with us, and I hope my explanation has helped with your concerns.  

  Again, ZAGG values every one of our customers and I am so sorry you have had such a frustrating experience with us.  

  Warm regards, 
  Sidney