ComplaintsforGorilla Cases
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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Purchased 10/16/24 ORDER #**** was for a PINK CASE, I was sent a BLACK case. Also appears fake as nothing says Gorilla Case! Want full refundCustomer response
11/13/2024
Better Business Bureau:
At this time, I have not been contacted by Gorilla Cases regarding complaint ID *********
Regards,
****** ****Initial Complaint
08/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I purchased a phone cases for my iPhone 15 Pro Max on August 3, 2024. Today is August 19, 2024 and I haven’t received it. Order ***** *$44.99). I did receive a confirmation email immediately after I placed the order but I never received an email saying it was shipped nor did I get any tracking information. I have emailed ************************** 3 times with no response.Business response
08/19/2024
It is a iPhone 16, they won’t start shipping until the last week of August this will go out the purchase order. The phone is not released yet the product is still being manufactured and getting ready for shipping.Customer response
08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I ordered my phone, I thought it was an iPhone 16 Pro Max because that is what it says on the box (see in photos), so I ordered the case for iPhone 6 Pro Max from you. Because it was taking a while to get it, I went ahead and went to the local **** store to see if I could get one there. The customer service Rep told me that my phone was an iPhone 15 Pro Max. I showed him the box, though he thought that was strange, he again told me it was in fact an iPhone 15 Pro Max. We chose a case that is specifically for the iPhone 15 Pro Max and it fits perfectly. Please see the attached photos that shows including the screenshot of my model name/number and serial number that matches the box that says iPhone 16 Max Pro. Since I don't have an iPhone 16 Pro Max, I have no use for the case I ordered. I'd like to cancel my order for a full refund.
Regards,
****** *******Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a cellphone case from the company. The case blocks or limits cell phone reception and does not work with magnetic charging as stated. I found the refund policy after the case arrived. I was willing to pay a restocking fee. In exchange for a partial refund.Initial Complaint
05/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered a gorilla case for my Galaxy S24+. I received the case. It's big and heavy which is not my complaint. I don't believe it stands up to their claim of being waterproof to a certain degree, or at all. After putting the case and cover on, i noticed that there's a one and a half inch by sixteenth of an inch gap right above the camera lens. Water gets in there VERY easily. I've sent them several emails which have gone unanswered. I simply want my money back for this item. I'm not upset. I'm just very disappointed that they don't even answer emails. As state that I've sent several that have gone unanswered. I'm hopeful that you can assist. Thank you for your time.Initial Complaint
05/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 02/23/2023 I paid for a ******* ****** *** ultra wallet case from gorilla phone cases. Order number is 6637. On 02/27/2023 I got notified that the order had shipped. Received the package on 03/04/2023. I immediately opened it so excited for the new case. They sent an S22 case instead. I immediately emailed them requesting the overnight the correct case and a return label for the incorrect case to be returned. I got no response from them. It was only after I told them I was going to dispute the charges as fraudulent activities that they responded. They said they would get a tracking number for me for the replacement. I have gotten the run around and I was over it so I went to my bank and they said give it a few more days for them to respond then they would start the dispute process. Yay funds returned. Until yesterday. I received an email stating that since they had a delivery notice they would be taking that money back out of my account. So once again I have a case that will never work for the phone I have and am still out $45.Business response
05/18/2023
This is not accurate the bank sided with us.Customer response
05/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Corriene *********Initial Complaint
03/29/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered a s23 case, they delivered a s23 ultra case to me. In attempts to reach them have been unsuccessful. Would love to receive the product I paid for, all the receipts I have from them explicitly say s23 case not s23 ultra.Customer response
04/21/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Gorilla Cases regarding complaint ID *******3.
Regards,
***** * ***Initial Complaint
03/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On March 17th, I searched the internet for an ****** Wallet for my ****** *** *** ** cell phone. I identified a product of interest. The product description included a Wallet for credit cards and a case for the phone. I placed the order on March 18th. I received the product on March 22nd. It was not what I ordered. I immediately contacted Gorilla Case through their email and chat communications. I requested the product that was advertised or to return of the product shipped and return of my money. The alleged owner told me he couldn't accept any returns with the following message: "You didnt order the wallet case ? thats not our fault and we do not have refunds. I am sorry for your mistake but do to covid-19 we do not accept any returns due to the liability of getting sick." Interesting, he wasn't worried about Covid when he sent this product that was made overseas to me. I was not satisfied with the product nor the 20 plus messages shared between me and the Gorilla company. If needed I can share all of the correspondences between the Gorilla representative and myself. After placing my order on March 18th with Gorilla Cases, later that evening fraudulent charges started to appear on my card from several retailers throughout the country and in Germany. *** saw the activated shut down my card. I’m not accusing Gorilla of anything but it seems awful suspicious that this occurred after sharing my personal financial information, especially based on attitude of this represented and how they've treated me as a customer. The bottom line is, I'm not satisfied with this product and I want to return it and demand the return of my money..Business response
03/24/2023
As you can clearly see you ordered the case for $41 and didnt order the wallet case for $49 ? There is a difference and they didnt order that so I am not sure what you want me to say. I clearly explained to the customer that he ordered a case that was not a wallet case which it clearly shows on the order as well as the picture.The customer argued with me that he ordered a wallet case and he clearly did not there are ways to tell, the case he ordered has a price of $41 the case that he wanted was $49 this clearly shows that this is not true. Moreover the customer wanted a refund and I explained to him we do not have refunds we only have exchanges for store credit and he refused once again claiming that we sent him the wrong case. Now we are here I explained to there there is nothing we can do we stopped our policy durring covid-19 and we kept it. He disreguarded it, If it was our fault I would have reshipped the item, but in this case we did not make a mistake. Sometimes he actully had mistakes like color or wrong phone size or even the wrong item. In this case the order was compleated after our new triple check policy. The customer must take personal accountability for his mistake and it is wrong to blame us for his mistake. If I order pizza and say pepperoni and call back and tell them they wanted sausage and I want a refund the pizza company doesn't have have to honor this since it was the customers mistake. a phone case is treated a perishable item people sweat on them, spit on them, they have peoples hair, skin cells, and other bodily parts on a phone case. A study was done that showed a cell phone has more bacteria than a toilet, Then it goes to the point of only unopened cases can be returned .... well that didnt work. people told us that never used the case and they send it back to us and then we open it and it was used. After so many times we stopped accepting returned items period.Customer response
03/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First and foremost, I didn’t order a pizza. If I did, and it was not correct, I would
not have accepted it. However, we are not talking about pizzas. In my desire to find
the best product, I searched the internet for a Wallet for my ****** *** *** **.
Not a Case. Google identified many different Wallet products available from
different companies. I liked the features and product look of the Gorilla product.
The product features included a place to store your credit cards, identification, a
case for the phone, hands free stand built into the product, and the ability to
charge your phone via a magnetic wireless Charger. I ordered the product featured
in their advertisement on March 18, receiving it on the 22nd of March. I immediately
contacted customer service. Simultaneous to sending the email there was a feature
to chat with the organization. That’s when I engaged in these meaningless
conversations and insults with whoever this respondent is. I expressed my concern
that the product received is not what was advertised and what I ordered. At no
time did this person attempt to resolve my concern. The communications quickly
went negative. He claims that he offered me an exchange for a store credit. That is
a blatant LIE. He never offered to exchange the product. At some point he
indicated I could have ordered the entire Wallet for $49. Instead, he attempted to
convince me that the product shipped was what I ordered. He further told me that
he couldn’t accept a return because of possible Covid contamination. That was an
unusual statement since the product’s origination is from a country believed to be
the possible origin of Covid. His statement about contamination concerns is a
complete contradiction to his overall policy statement. However, none of these
alleged policies were shared before I purchased this product. ****** also
represents Gorilla Cases in their product line. Had I purchased this product through
******, we would not be having this conversation, because they are a reputable
organization and only deal with reputable products. Obviously, that’s not the case
with this organization. I believe this is a misleading advertisement and not a
customer mistake. In closing I want the product I believe was presented or the
return of my money. I’m sure Gorilla is a reputable company however I question
the credibility of this representative; I’ve been communicating with.
Regards,
******** ******Initial Complaint
03/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I ordered an ****** ** *** *** case which is described as a double sided case with a metal sides and transparent back and front so the front protects the screen and provides a privacy feature. There are photos of the product along with the description. It is order #****. The shipping was kind of odd when a shipper told *****s tracking system 4 shipping events which were in the future, separated by 2 hours each. So, it said it was on its way to **** hours in the future. Then, it took 2 days to actually be given to ****. Upon arrival I opened the box and found a 100% plastic case of very cheap quality. No metal. No tempered glass. No privacy protection. Also, the back camera cover was already scratched and is made of very easily scratched plastic. I took a screenshot of the web page with the correct phone and a photo of the wrong case I received and emailed them to the business's listed email along with a description of what's going on. I haven't heard back at all. I now notice the English on their website is very poor and their support email is a Gmail email instead of a proper business email. So, I'm not sure if they are even a real business. They may be a scam. As I told them in my email, I'd like the case in the description which I paid for, or, a full refund. If they want the cheap case back then they need to supply me with an already paid for shipping label and I'll send it back.Business response
03/23/2023
I double checked the order and it is correct. it is tempered glass, the customer has to peel the sticker off.Customer response
03/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I double checked the case and it is not as described on the website. First, it does not have the described privacy protection. Second, the screen is not tempered glass. Third, it is not a metal case. Each of these details are part of the product description. Lastly, they sent an already damaged case. When I removed it from the box and realized it's not what was promised I flipped it around to look at it from all sides and the camera protector was scratched. I immediately took a picture of it and put it back in the box. They sent some damaged case instead of the case depicted on the website.
Regards,
*** *****Initial Complaint
03/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Order ***** placed on Feb 11th. Tracking number **********************. I ordered a ****** *** phone case and received a Galaxy Note22 case. It is extremely too big. I rechecked to make sure I ordered the correct thing and yes I did. They will not email me back and the phone number on their website goes to a "personal assistant" nobody picks up and then the call hangs up on you. All I want is the correct case that I paid over $30 for. This all feels like a scam from this company to he honest.Business response
03/06/2023
The distrbutor sent the wrong size, it has been reshipped and the customer can keep the incorrect item.Business response
03/10/2023
**************************************************************************************
Delivered
Delivered, In/At Mailbox
******* ***** ** *****
February 20, 2023, 11:53 am
Out for Delivery
CLIFTON PARK, NY 12065
February 20, 2023, 6:10 am
Arrived at Hub
CLIFTON PARK, NY 12065
February 19, 2023, 12:24 pm
Departed **** Regional Destination Facility
ALBANY NY DISTRIBUTION CENTER
February 18, 2023, 1:57 pm
Arrived at **** Regional Facility
ALBANY NY DISTRIBUTION CENTER
February 18, 2023, 11:20 am
Departed **** Regional Facility
QUEENS NY DISTRIBUTION CENTER
February 18, 2023, 8:13 am
Arrived at **** Regional Origin Facility
QUEENS NY DISTRIBUTION CENTER
February 17, 2023, 10:54 pm
Accepted at **** Origin Facility
JAMAICA, NY 11434
February 17, 2023, 9:39 pm
Arrived Shipping Partner Facility, **** Awaiting Item
JAMAICA, NY 11430
February 16, 2023, 5:43 pm
Shipping Partner: *** *********** *******
Departed Shipping Partner Facility, **** Awaiting Item
JAMAICA, NY 11434
February 14, 2023, 5:43 pm
Shipping Partner: *** *********** *******
Arrived Shipping Partner Facility, **** Awaiting Item
JAMAICA, NY 11434
February 13, 2023, 5:43 pm
Shipping Partner: *** *********** *******
Picked Up by Shipping Partner, **** Awaiting Item
JAMAICA, NY 11434
February 13, 2023, 5:13 pm
Shipping Partner: *** *********** *******Customer response
03/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The tracking details provided are in regards to my original and only order with Gorilla Cases in which the incorrect item was sent. I initially uploaded supporting documents that showed the order I was referring to. I will again attach documents that show this information privided from Gorilla Cases is still in regard to the same incorrect order. As far as I'm aware a new and correct case has yet to be shipped to me as I have not received any NEW tracking information for the correct item I ordered. I as well have still not received any direct response from Gorilla Cases.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***** ********Initial Complaint
02/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello, I placed an order for a samsung s22 ultra aluminum metal gorilla military heavy-duty case in red on January 23, 2023 directly through their online website: *** ********************* ***** *** ***** To date, I am still awaiting for delivery of product. I emailed customer service on January 27 and, January 31. No one wrote back to me. I then called customer service at 1 888 522 8803. It is a recorded message that automatically hangs up. I am very concerned about this. Gorilla case already charged me for a product never received. Unprofessional. Can you assist me in getting issue resolved and most importantly status of product. Thank you
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Customer Complaints Summary
29 total complaints in the last 3 years.
7 complaints closed in the last 12 months.