ComplaintsforZAGG, Inc.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  To my dismay, I just logged on to my Zagg account to submit a screen protector claim and found that my complete order history is blank. No previous orders seem to exist anymore. I can't seem to talk to an actual agent, and the AI Customer Service robot does not have any way to connect to a live agent. Where are my orders?

  Business response

  10/19/2024

  Hello ****, 
  
  Thank you for reaching out about your ZAGG account. You may not be aware, but we updated our systems back around June of 2024 and with that not all previous registrations and order history batched over as we anticipated. I am sorry if your account was one of those that did not. 
  
  It does look like you were able to create a registration and get your Fusion Curve XTR2 Eco Galaxy S23 Ultra (Case Friendly) InvisibleShield ordered. 
  
  Once this order completes the fulfillment process, I will be happy to issue a refund of $9.99. 
  
  Should you need other products registered you are welcome to create a new registration for any missing items or you can reach out to us, and we would be happy to do this for you. This is the best way to reach us, is 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.  
  
  I hope I have been able to resolve all your questions and concerns. Thank you for being a ZAGG customer.  
  
  All the best, 
  Sidney 

  Customer response

  10/19/2024

   
  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

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a warranty replacement for my Zagg screen protector on 10/6/2024 and paid a $5.41 upgrade fee because they did not have my exact product, plus I paid an additional $16.23 shipping fee. Their website says they fulfill and ship in 1-3 business days. It is now 10/18/2024 and it has not been fulfilled. Their website only has a chat with a robot feature for customer service they just repeats their 1-3 day shipping promise with no option to speak to a live agent. They have no support email address anywhere to be found. I called their support phone number and no one answers. There is no way to contact this company at all and they have taken my money and not given me my product.

  Business response

  10/19/2024

  Hello *******,

  Thank you for reaching out to ZAGG about your order processing concerns. I am very sorry, but we have been experiencing a longer than normal processing time. While I am giving an excuse, but we have been overwhelmed with the release of the iPhone ************************************************ shipping our orders.

  I will make sure we get your order shipped as quickly as possible and once your order has shipped, I will issue you a full refund of $16.23. 

  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.  

  Please accept my sincere apologies and I appreciate your patience and understanding in this matter. 

  All the best, 
  Sidney 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a warranty replacement claim on 9/24/2024. The shipping said it would take 5-7 business days. I have been waiting for over 14 business days and my order hasnt even been looked at it seems like. Getting in contact with this company is terrible with no direct support email or chat listed on their website. They give you the run around by trying to get you to use their TERRIBLE AI CHATBOT. Im tired of waiting and either want my shipping fee refunded or for my package to ACTUALLY BE SENT. My order number is ********

  Business response

  10/19/2024

  Hello ******, 

  I am very sorry to hear you have not received order ******** that we shipped to you on October 12th. Yes, you are correct in that the order took much longer than normal for us to process and for that I am extremely sorry.  Since the release of the iPhone 16, we are running a bit behind schedule on getting all our orders shipped in a timely manner. 

  Once we ship an order, we no longer have any control over that package and based on the tracking number it also appears the package may have been lost while in transit to you. 

  I have placed a free re-fulfillment order under ******** and it will ship by ***** ground. You will receive an email with the tracking number once the package leaves our fulfillment center. 

  I have also refunded the original order ******** $10.69. 

  Again, I am sincerely sorry for the experience you have had with us, and I hope I have been able to resolve all your concerns.  

  All the best, 
  Sidney 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding an order I placed with ZAGG for a 3-in-1 travel charger, 2023 version, under order number ********. I received the 2021 version instead.Given that the item cost nearly $200, this mistake is unacceptable. I am requesting the following resolutions:1.A return shipping label 2.A full refund.3.Reimbursement for any return shipping costs I may incur, should a return label not be provided.I look forward to your prompt resolution of this issue.

  Business response

  10/19/2024

  Hello ****, 
  
  Thank you for reaching out to ZAGG about us sending you the incorrect item. I can certainly understand how frustrating it is to get the wrong product. I have placed another order for you under ********. Once the item has been processed you will receive an email from ***** with the ground tracking number. 
  
  Due to our error, I do not require the incorrect product to be returned. You are welcome to keep it or give it away as you wish. However, we are not able to issue a refund. Please reach out should you have any other questions or concerns.  

  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. 
  
  Thank you for your patience and understanding in this matter and I hope I have been able to resolve your concerns.

  All the best, 
  Sidney 

  Customer response

  10/24/2024

   
  Complaint: 22412884
  
  Thank you for attempting to resolve this issue, however I requested a refund. *** purchased a similar item from a different company. 
  
  Sincerely,
  
  **** ******

  Business response

  10/29/2024

  Hello,

  I am sorry I misunderstood your message. As we have sent you a free replacement, I will need to get both product backs. I can send you a return shipping label so you can return the two items we sent to you at our cost. 

  If you can also provide us with a copy of the receipt you received when you purchased another item, we can use that to refund you instantly, otherwise we will need to wait until we get both products back before we can issue a refund of $161.95, either way we will need both products back. Please watch your email for a return shipping label from ZAGG.

  I am looking forward to your response. 

  Regards,

  ******

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 3 2024, I took my cell phone, an iPhone 11 Pro, to Zagg in ************* to have the battery changed. The very young employee, named *****, asked me if everything is working properly on my phone. I tell him that everything works perfectly except the battery. I asked him what my guarantee is and he tells me that if anything stops working that they will fix it. He took my phone to the back and after about 15 minutes he came out and told me that he was having issues changing the battery. He said that he had punctured the original battery and needed to take great precaution with it so that it did not explode and burn down the store. At this point, Im nervous as hes the only employee in the store. After another 20 minutes or so, he comes out with my phone and says that all is good and sends me on my way. When I get home, I realize that the volume up and down button dont work as well as the toggle that makes it vibrate. The next day I called the store and they told me to bring it in and they would check it out. On Saturday the fifth, I take the phone in. The young man looks over the phone and calls his manager. Then three more customers come in and he helps them. Finally, he takes my phone to the back and opens it up. He spends a lot of time, looking at all the connections, but ultimately cannot figure out why the buttons dont work. He tells me that if the parts were in their system that he would order a new part and put it in, but its not. He gives me a refund for the battery I purchased, but says thats the most he can do. I am extremely frustrated now as my phone does not have full functionality. I cannot easily turn the volume up and down. I cannot fully turn my phone to vibrate, which is a function I use every day. I cannot easily power my phone off. I cannot easily take a screenshot. I cant even sell my phone for what its worth. Id like them to fix my phone or compensate me for how much apple could fix it!

  Business response

  10/19/2024

  Hello ****, 
  
  Thank you for reaching out to ZAGG about your concerns regarding your iPhone 11 Pro cell phone repaired by ZAGG in *************. I absolutely understand your frustration. 

  You may not be aware that all kiosks and resellers are independently owned and operated and have no affiliation to ZAGG ****  
  
  I suggest you reach out to the manager of the store you went to in ************* and work directly with him about your concerns.  
  
  In the meantime, I have sent your concerns to the Franchise Partner Manager to make them aware of the situation so they can reach out to the manager of the *******, ***** site making them aware of the situation. 

  I apologize you have had this experience, and I hope you and the manager of the store in ******* are able to resolve this quickly to your satisfaction. 

  Warm regards,  
  Sidney 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase a protective cover for and Apple Watch. The cover was defective. After several emails, the Zagg, Inc. agree to replace the item as a One Time Courtesy free reshipment. My order number is ******** placed on 26 June 2024 directly with the company. My complaint was filed with them on 03 July 2024 as request 6865636. I confirmed my shipping address but have not received the replacement product. Since, I sent a letter to Mr. Emik, Customer Care Manager on 12 August 2024 but have yet to receive a reply. The item is the Zagg, Inc. Glassfusion 44 mm screen protector form my Apple Watch. I made several attempts calling 801.263.0699 (customer support) and 800.700.9244 (corporate office) without speaking to anyone being on hold as long as 30 minutes. It is impossible to get someone on the phone.

  Business response

  09/06/2024

  Hello James,

  I am sorry to hear you never received your InvisibleShield we offered to send to you when you reached out to us back in July. I can certainly understand your frustration. You state in this complaint that you verified the shipping address but in reviewing the communication ticket 6865636 (see attached) there is no response verifying your shipping address, which is why we have not sent the free replacement.

  You stated one of the InvisibleShields you received was defective because the corners were pulling away from the device. I can assure you we have not had any changes with our product and there have been no other contacts about the problem you had. I am sure you are familiar with installing the InvisibleShield, sometimes just not allowing the InvisibleShield to adhere correctly can cause this problem. I am providing our installation tips for the next time you install our InvisibleShield.

  I can also see that Al Emik, our Customer Care Manager, has responded to your letter and also provided a video link that might help you with installation. You can find his response under the ticket ********

  I've got a few tips for install! 

  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 you've 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. 

  Per your desired request for a refund of $9.99, there was no order for that amount, so I went ahead and refunded your original order ******** in full for $19.69. 

  I thank you for reaching out to us and providing your feedback. Hearing customer feedback is always appreciated so we can learn where we need to do better and what we are doing right. I hope the steps I have taken resolve your concerns.

  Warm regards, 
  Sidney 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I had two warranty replacement orders - order number ******** and order number *********  Both were shipped out and I had received an email confirmation of shipment with tracking number by FedEx. I was actively tracking the shipment and I see that it shows delivered but I haven’t received it. I see the picture where it’s delivered and it’s not delivered at my home. Seems like it’s delivered at the wrong address. My correct address is **** *********** ***** *********** ** ******  Please rectify this and send both my replacements to the correct address. I tried reaching out to support but they said they have to tracer something and I have to wait. I have paid for shipping of both warranty replacements as well and expecting zagg to ship it out asap. I also tried to call zagg customer service phone number but as per IVR, it’s temporarily unavailable. Best, Rohit

  Business response

  09/03/2024

  Hello Rohit,

  I am sorry to hear you have not received the two recent orders placed with us, ********* ********* In reviewing your history with ZAGG we show we have sent the following free orders:

  IR14995095 free, July 25, 2016 
  A free re-fulfillment August 15, 2016, No order number due to age 
  ********** Not received September 16, 2016, reshipped with **********  
  ********** free, September 16, 2016  
  ********** free, November 28, 2016  
  ********** reshipped with **********, February 07, 2018 
  A free re-fulfillment May 21, 2018, No order number due to age 
  IR29450179 reshipped with **********, June 12, 2018

  The billing and shipping address on each order is as follows is what you stated your address is:

  ***** ****  **** *********** *****  ************ ******* *** *** 
  Canada 

  As we have more than satisfied your previous claims of eight not received orders, we are no longer able to continue sending packages to an unsecure address. It is standard procedure for ZAGG to file a trace request anytime we get repeated not received requests, and we have filed a trace complaint with FedEx, who delivered both orders. See attached photos from FedEx with the current delivery photos, the photo matches the address you confirmed, see attached Google photo of home address.

  We will need to wait for the trace to be completed with FedEx before we take any action. You are welcome to file a chargeback with your card company if you feel we are in error of the stated delivery confirmation from FedEx.

  As for our phone number, we are closed on weekends, and we were closed on Monday, September 2nd, 2024, due to the Labor Day holiday. Our regular phone hours are 9am-6pm ET Monday - Friday. 1.800.700.9244 or 1 269-743-1340. 

  We appreciate your patience and understanding in this matter while we give FedEx the time to investigate these two deliveries.

  Warm regards, 
  Sidney 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been on the support line for over an hour and a half waiting for someone to pick up. I don't know how else to get through.There are no live chat representatives nor an email address on site for support. I am trying to get a replacement for my Glass XTR3 for iPhone 15 Pro -- a rather expensive product. The website says "Out of Stock" and allows me to sign up for a notification when it's back in stock...BUT!If I add the product to my cart, no issues. It lets me add it, even has sent me an abandoned cart reminder email to encourageme to finish my transaction.So which is it? Is the product out of stock or not?If I'm able to buy it (at full price, mind you) then I'm left to believe the product is in stock and I am not being allowed to replace it. I'm becoming convinced there are no actual support representatives to talk to. Would like to be able to replace my rather expensive screen protector with the obviously in-stock product.

  Business response

  08/13/2024

  Hello ****, 
  
  Thank you for reaching out to us about your confusion when trying to get a warranty item and receiving the out of inventory notice, yet you can buy the product new from ZAGG.com. We are very sorry if you were on hold for an extended period trying to reach one of our agents. We help every customer who has reached out to us with the same care in trying to resolve all their concerns. So, we appreciate your patience when trying to speak to a Care Agent.  I am happy to explain why you see the message we are out of stock for warranty.  
  
  I would like to assist you further once we do receive more inventory for the item you are looking for, but I am unable to locate any account under the email address or name provided on this complaint. Do you have a ZAGG account under a different email address or name?  
  
  The packaging is different, which is why you can see one still available and the other is not. We have different inventories for products packaged as new for sale and products packaged for warranty replacements. We are temporarily out of stock for the InvisibleShield you would like to warranty, but they will be replenished at our warehouse shortly. I appreciate your patience while we are waiting for more inventory.  
  
  No matter how well we try to anticipate our customers' needs we sometimes fall short when planning how many warranty items to order, due to unforeseen situations and circumstances beyond our control.   
  
  So, I sincerely apologize we are currently out of inventory for the Glass XTR3 for iPhone 15 Pro that you need. You can create a ZAGG account by going to ************************************************ and selecting Create Account. Once you have created your ZAGG account you can register the device you have and then enter your email address so we can notify you once we have that product.  
  
  If there is anything else I can help you with, please tell me, and I will be happy to email you once we receive the product you are trying to warranty.  
  
  Warm regards, 
  Sidney 

  Customer response

  08/14/2024

  
  Complaint: 22128695
  
  I am rejecting this response because: It is my only means to provide a reply to you. I appreciate the response and the explanation. 

  Try removing the "+bbb" from the email address and you should find an account. 
  

  It's disappointing that you don't have inventory for replacement screens since that's part of why I chose to go with a zagg product to begin with-the usually fast replacement process.
  

  It's also disappointing that I got a response here but struggled to find a means to reach support directly, and when I found a phone number, was met with an excessive wait time. I recognize this is very unlikely to be YOUR poor hiring decision, but appreciate if you can pass that feedback along. Poor customer service experiences are a surefire way to lose customer trust and loyalty. 
  

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

  Business response

  08/14/2024

  Hello ****, 
  
  Thank you for your response. I agree 100% with you that our customer service experience is crucial in keeping our customers and I have already passed along your negative experience. We take our customers' feedback very seriously as we are always looking for and discussing ways in which we can better our current processes.  
  
  I was able to locate your account by removing the bbb from the email address. I assume you want to warranty your Glass XTR3 for your iPhone 15 Pro. This is a very popular product, and we are looking to receive more of this product around the last week of August. 
  
  If the address on your account is where you would like your warranty shipped to, I will send you one free Glass XTR3 for your iPhone 15 Pro once we get it in. If you want it shipped to another address let me know what that address is. I will follow up with you by direct email once I have ordered your warranty.  
  
  Again, I am sincerely sorry for the negative experience you have had with us, but I do appreciate the opportunity to make it right.  
  Warm regards, 
  Sidney 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/14/2024 I made a purchase on zagg.com for 2 screen protectors for a new iPad Pro 11 inch and 13inch it was assigned order number ******** this order was delivered 5/17/2024 I installed the screen protectors the next day 5/18/2024 after installation of both screen protectors I noticed that zagg had not properly designed them and they covered the front microphone I contacted zagg that day. It took them 3 days to respond and they stated that they knew the product was not designed properly and did advise I could return them at my own expense for a refund zagg at this time still was selling this product and not informing potential buyers of the design flaw I asked if I would be able to get the new design when it was available and was told they would have to wait and see I did not like this response so I then requested to return the items this should be done at zagg a expense as they knowingly sold items that to not work properly

  Business response

  06/10/2024

  Hello ***********,

  Thank you for reaching out to ZAGG about your InvisibleShield concerns and the confusion with the communication from us. We apologize for the inconvenience. We will design products based on our understanding of the product, as we do not receive new Apple devices until the product is released for the public, and in doing so, we determined during our extensive testing of this product as the device became available, we discovered a few areas of limited functionality that do not meet our expectations. We have revised the design of the product and fully tested it against the new devices and are rapidly producing a new version that we would be happy to replace for you when it becomes available in early July. 
  
  However, I have emailed you a return shipping label so you can return both items at ZAGG expense, if you would not like us to send you the new InvisibleShield once we have them.  
  
  We do process mail in the order it is received, so please keep this in mind. Once we receive one or both items, we will happily refund you at that time. If the email did not go into your inbox, please check your spam or junk folder: 
  
  Your tracking number is 9202090107842006421326

  Again, we apologize for any confusion when you contacted us and hope this clears up any confusion.

  Warm regards, 
  Sidney 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The new protective materials being used in the Zagg privacy shield is unsatisfactory and isnt like the material originally being used. Im literally having to purchase replacements shield of $12 several times a month each month. This is unacceptable and due to unsatisfactory craftsmanship in quality control of the product youre selling. The material cracks even if dropped on flooring with carpet. Even with a protective case and the replacement shield for $12 is basically a payment plan mechanism as the product wont last a good 90 days unless you prevent any drop of the device. Today my device fell on carpet next to my bed and the shield cracked in 3 places.

  Business response

  05/06/2024

  Hello, 
  
  I am very sorry to hear about your concerns regarding the experience you have had with the InvisibleShields you have been purchasing. I can assure you our InvisibleShield material has not changed, but with the information you provided, name and email, I am unable to locate any account for you through ZAGG.com, so I am not sure what device or type of ********************** you have.   
  
  Is it possible you are purchasing your warranties replacements locally through a kiosk or reseller? I am not able to address your specific concerns unless I know exactly what type of InvisibleShields you have been receiving and the device model. However, I can tell you I have been with ZAGG for 16 years and we have not changed our basic InvisibleShield material.  
  
  As for the Limited Lifetime Warranty, I can tell you through ZAGG.com, the replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your device. As stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $9.99 in the ********). This includes a completely new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition for self-installation, as well as handling to process your order.  
  
  If you are receiving your InvisibleShields locally through a kiosk or third-party reseller, which are all independently owned and operated, any fees they charge does provide you with a free InvisibleShield and the fee is for their professional installation which is guaranteed for two weeks after installation. If the InvisibleShield is cracking within two weeks after installation, you should be returning to the place of purchase along with your receipt.  
  
  If you do have a ZAGG.com account, please respond with the email it might be under or any order numbers you might have. Once I have more information, I would be happy to investigate your concerns.  
  
  Warm regards, 
  Sidney 

  Customer response

  05/06/2024

   
  Complaint: ********

  Phone: ************ 

  The number used to buy the install and product in the corporate store. 

  I am rejecting this response because: its the Zagg corporate location on the following below:

  The material cant be the same quality as the slightest contact with any structure the material breaks. Previous iPhone models the privacy shield would last sometimes until the tent was brown and then after a year a replacement would be needed. You all really need to go back to the drawing board and re do the quality and control of your shield products. The material now is completely unsatisfactory. My iPhone 14 Pro *** will be the last product that has your shield until there is a redesign of the material hopefully in the future. 
  
  

  Location of corporate store I go to:

  
  ***********************************
  Unit 102
  *******, **  84047
  *************
  

   

  Sincerely,
  
  Di Ser Piero

  Business response

  05/07/2024

  Thank you for your response, and I am very familiar with the ZAGG store on ****************************. I appreciate your feedback about the Privacy InvisibleShield, and I assure you no changes have been made regarding the material of the Privacy InvisibleShield. 

  I reached out to *****, the ******* Junction store manager, and explained your concerns. He told me he has the exact same InvisibleShield as you and he confirmed that no material has been changed since he started working at ZAGG, 12 years ago, and like I said, I have been with ZAGG 16 years, and no changes have been made to the actual material. He would like you to come in and he would be happy to personally help you with all your questions and see what can be worked out. He can also be reached at the email of **************************************** or their phone number: **************, just refer to the BBB complaint so he will know why you are reaching out.  

  I am sorry if I cannot resolve your concerns, but hopefully, you will reach out to ***** for some one-on-one help.

  Warm regards 
  ***********;

  Customer response

  05/07/2024

   
  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,
  
  ************

*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. ↩