ComplaintsforZAGG, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 replacement screen protector for my iPhone 12s on 4/3/24 order # ******** costing $9.99 for shipping. I received an email on 4/11/24 stating it had shipped via **** and a tracking # was given. I have tried to track the package but it states the package has not been picked up by the carrier. I have sent 2 emails to the company with no response. I contacted them by phone and sat on hold for 36 mins waiting for someone to pick up before I was unable to wait any longer. I am still trying to locate my package or request reimbursement.

  Business response

  04/22/2024

  Hello Autumn

  I am sorry to hear you have not received your order ******** and have not received a response from us when you emailed ** on Friday, April 19th, 2024. We did respond to you with an automated email which was: 
  Email notification template for #************** 

  Thank you for contacting ZAGG. It looks like youre concerned about not yet receiving a package. If you have your tracking information, bear in mind that the estimated delivery date listed may be subject to change. <a href="**************************************************************************">Click here for more information regarding processing and transit times</a>. This is an automated response. If these links aren't the help you were looking for, just reply to this email and we'll get an agent working on your ticket ({{ticket.id}}) right away. 
  
  If you did not see receive this, it is possible it could have been sent to your spam or junk folder.  
  
  As for holding on the phone, I am sincerely sorry, we have had some long hold times the last couple of days. I know how frustrating that can be when you are trying to reach someone. We do offer chat options that are extremely helpful and something for you to keep in mind next time you try to reach out to us.  
  
  As for your order ******** we did ship the order on April 11th, 2024, via ****.com and the tracking number is **************************. It does appear the package may have been lost in transit. While **** is typically reliable, we do see this from time to time.  
  
  I have refunded your order of $9.99 and am deeply sorry for any frustration or inconvenience we may have caused you. If you would like another warranty order, please place your order again. You may want to choose a shipper with better tracking, such as ***** ground.  
  
  Thank you for reaching out to ZAGG and again, I am sorry your order did not arrive in a timely manner. 
  
  Warm regards, 
  Sidney 

  Customer response

  04/22/2024

   
  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

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered replacement screen protector for my Iphone14plus on 03/26/24. Tracking was said to arrive 04/02/2024, today date is 04/19/24. I emailed 3 days ago a customer inquiry and have not received response yet regarding my issue. I called today on 04/19/24 to request more information and waited 25minutes on the phone and no representative never answered the phone. UPS and USPS both directed me to get in touch with my shipper. Zagg has failed on multiple levels . 1) They do not have adequate customer service response team, as they appear to not answer calls or emails 2) They decided that the "Mail Innovations" option to be the cheapest for them, yet most difficult for their customer. while Customers do "choose" shipping options. they have made their basic shipping one that has a horrible reputation and is best for their bottom line. 3) Number 3, being the worst offense, is the COMPLETE inability to reach anyone at ZAGG is mind blowing. The fact that they don't WANT you to talk to anyone, and when you do call the number, nobody picks up even after multiple attempts. Zagg while their products are good, their customer service is next to none. I will encourage friends and family to go with an alternative.

  Business response

  04/22/2024

  Thank you for reaching out to ZAGG *****. I am sorry to hear about your contact experience and can certainly understand your concerns.  
  We received your email contact on Monday, April 15th, 2024, and responded to your initial contact with an automated response on April 15th, 2024:

  4/15/2024 
  Thank you for contacting ZAGG. It looks like you’re concerned about not yet receiving a package. 
  If you have your tracking information, bear in mind that the estimated delivery date listed may be subject to change. ** ********************************************************************* **** *** **** *********** ********* ********** *** ******* **********

  This is an automated response. If these links aren't the help you were looking for, just reply to this email and we'll get an agent working on your ticket ({{ticket.id}}) right away.

  We then responded to your email as soon as you let us know you did not receive the answer you were looking for, which was on Friday, April 19th, 2024. 

  Our response on Friday resulted in a free re-fulfillment order being sent to you with upgraded FedEx ground shipping.

  As for your shipper concerns, once a package has left our fulfillment center, ZAGG no longer has any control over that package. We provide several shipper options for our customers to choose from, and it looks as though you choose UPS Mail Innovation. While this shipper is typically reliable, as with any shipper, tracking scans do get missed and sometimes packages are lost. We are not making excuses, and we do expect all our shippers to deliver our packages in a timely manner, so we can only apologize if that was the case in your situation.

  Lastly regarding your concern that we make it impossible for customers to reach us, I assure you that it is not intentional at all. We give every customer our full attention to resolve their concerns, and sometimes that time can be longer than we anticipate. We provide direct chat options, email and of course phone calls during all our working hours. We provide ample staff to handle all our calls and contacts and sometimes there are situations that are out of our control, such as time of day customers chose to contact us, which may have played a role in your situation. I can see you called at 11:11:29 am and hung up at 11:40:18 am. It does appear you called just as we had an influx of contacts. So, we do apologize for any inconvenience you experienced but again, it is never intentional for us to make our customers wait.

  It appears your free re-fulfillment order has shipped by FedEx ground, your tracking number is ************, and the package was delivered on Saturday, April 20th, 2024. We have also refunded the original shipping fee of $ 10.74.

  I hope I have been able to address some of your concerns. While we understand your time is valuable, we also want to make sure each customer receives our full attention to address all their concerns.

  Warm regards,

  Sidney

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the Zagg Glass plus Defense Elite for my ****** Pixel 7a. It was purchased at Best Buy with my phone, I forget the cost of the Zagg screen protector. It came with free replacement warranty. My screen cracked and I tried to reorder, but my screen has been out of stock for over three weeks. I was offered an upgrade replacement for $5. They give no indication of when it will be back in stock. Truly frustrating.

  Business response

  04/16/2024

  Hello ****,

  Thank you for reaching out to ZAGG. I am sorry to hear you have been waiting for the Glass+ Defense Elite for your ****** Pixel 7a. I understand how frustrating it is to want to order a replacement and not see it available. We strive to make sure we do not run out of stock, but it does happen sometimes.

  We are working to get some units in but in the meantime, we do have this option as a temporary fix and are wondering if you would like this product in the meantime, Glass Elite ****** Pixel 7a (Case Friendly) sku 200111147.

  If you agree, just confirm your shipping address and I can place a free order for you.

  I look forward to your response.

  All the best, 
  Sidney 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25, 2023 I purchased their product at Best Buy to protect the new iPhone I bought. The product is a glass protective cover for the iPhone. I paid $39.99 CAD plus taxes, and was assured there was a lifetime warranty for the product. Within 6 months the cover was cracked so I tried to get my lifetime replacement at Best Buy. Continued for about 2 months and they never had it, so I contacted ZAGG directly on January 26, 2024. When trying to get my replacement, it showed that I had to pay about $10 CAD - so I contacted them and they provided me a code, and I ended up paying $2.99 (probably USD) to have the product sent to me. I was not happy but agreed to it. The product lasted less than 2 months and it is cracked again. When I went to the site to see what would cost me to obtain yet another replacement the cart shows $25 as the cost. I contacted support and Brittani said this: Our InvisibleShields are not indestructible, in fact they are actually designed to crack upon impact, whether they are accidentally dropped or bumped against hard objects, a number of things could happen to cause it to crack. This is absolutely ridiculous. I am 51 and work from home. I never drop or bump or throw my phone - I have no idea how this screen keeps cracking. For ZAGG to expect a customer to pay $10 to $25 every time one of their shields crack it is unreasonable and unacceptable! This is very deceptive.

  Business response

  04/01/2024

  Hello *******,

  Thank you for taking the time to contact ZAGG. I am very sorry to hear that you are disappointed in our Limited Lifetime Guarantee for your InvisibleShield Glass Elite Apple iPhone 14 Pro Max. Customer satisfaction is very important to ZAGG and I would be happy to explain the Lifetime Guarantee process. 

  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 and on our packaging, 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 lower US). This includes a completely new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order. I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our warranties.

  As confirmed by your communication with Brittanie, if the InvisibleShield has cracked, that means that it was doing its job, absorbing the shock and taking the damage before the device and this is when the warranty would come into play. I understand you work from home and do not know how the InvisibleShield would have cracked, and feel we are being deceptive, I assure you we are not.

  I have been with ZAGG for 16 years, and I have seen many times where customers do not need a warranty for several years, or I have seen customers get a warranty every month. Everyone and every situation are very different, which is why we offer the Limited Lifetime Warranty.

  We provide thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customers. ZAGG does stand behind our Lifetime Guarantee and we have already provided you with a discount on your first warranty you got back on January 23rd, 2024. I have made a final exception and placed a new warranty for you at no cost, under 11034434. We have explained to you how our warranty works, and we ask that going forward you do cover all shipping and handling fees. There will be a note on your account reflecting that this is the last exception we are able to make for you.  
  

  Thank you for your understanding in this matter.  
  

  Warm regards, 
  Sidney 

  Customer response

  04/01/2024

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

  Their product description and warranty is VERY deceiving at the time of purchase. The reason of this complaint is not to receive $10 discount, or even compensation in any form. You can explain your product with all types of flowery excuses until the cows come home, the bottom line is that I was not able to have a lifetime replacement as per agreement at time of purchase. 
  
  - the product is no longer available at the store where I purchased my phone - which would have provided me with a replacement at no cost

  - when I required a replacement and found out it was not available at the store I then discovered I would have to incur further cost (shipping cost) to have the product replaced

  - I received a small discount the first time around and replacement only lasted a couple of months before cracking again

  - I was unable to order another replacement without going through all this as my account showed that no replacements were available

  - I was then informed that your product is designed to crack

  - you then reply to my compliant as if you are doing me a favor 

  Your quality and your customer service are appalling and I will make a point to get a different brand.

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My screen protector is lost. Zagg is refusing to help. USPS can't locate my pkg.

  Business response

  03/25/2024

  Hello ***,

  Thank you for reaching out to ZAGG about your order ******** placed on March 8th, 2024, for one Fusion Curve XTR2 Eco Replacement Sku *********. The shipper you chose was the UPS Mail Innovations shipper that transfers the order to the local USPS United States Postal Service. Sometime the tracking information is not scanned which creates frustration for you as the consumer and ZAGG. It looks like this may have happened to your order.  
  
  You contacted our social media team, and they told you they could not help you with your order concerns and asked that you contact the ZAGG Care team. By reaching out multiple times, this only created confusion for everyone in addition to frustration, not only for you but for our agents getting multiple contacts with the same information. Repeatedly sending the same information only creates a longer delay for you, as our agents must sort through all the contacts and get them organized to make sure we are responding to the latest one.  
  
  I am sorry you did not realize we post our shipping and delivery time, as business days, not the order date: Shipping (Standard: 5-7 business days). 
  I do see on Friday, March 22nd, that Patrick placed a free order under ******** and once it ships it will be shipped via FedEx Premium Ground: 2-5 business days). Please note that it is listed as business days!  
  
  ******************************************* 
  
  Shipping Estimations 
  Orders will ship as soon as practicable from when the completed order is received and payment is processed, unless noted at the time the order is placed or if you receive an email notice that an item in your order has been delayed. Preorders will ship at a future date. Any expected delivery dates that may be given are only estimates. Orders can be delayed due to verification or time of order being placed. Orders may be delivered in separate shipments. All purchases through ZAGG.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon tender of the item to the carrier. Shipping of non-Dangerous Goods to the following locations may take additional time as compared to shipments within the continental U.S. 
  Alaska, Hawaii, and Puerto Rico 
  Other locations outside of the continental U.S. 
  APO addresses (such as Armed Forces addresses overseas) 

  I have included a pdf of the free order and only the response from Patrick, otherwise there is just too much communication to post for fear of using too much data space.  You must remember when you reach out to us to allow us to respond to you first before sending any new messages. I believe this will allow you a much better experience with ZAGG and that each contact may take up to 2 to 3 working days to respond.

  Regarding your desired settlement, we are only able to refund purchases made directly through ZAGG.com. If you purchased your item from a third party such as Verizon, you would need to reach out to Verizon about any refund request.  
  I am sorry for your experience with ZAGG, but hopefully some of the information I responded with will help you better understand how you reach out to us in matters about how we respond. We will make your situation right, but you must do your part too.

  Warm regards, 
  Sidney 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In May 2022, i purchased a Zagg Glass XTR screen protector which came with a lifetime replacement warranty. I successfully ordered a replacement in March 2023 and attempted to order another on January 18, 2024. After having to re-register my product, i paid $10.59 in shipping costs for a second screen replacement. On January 23, 2024 i received the attached email saying my screen replacement had shipped. However, the tracking number doesn’t actually link to anything (or come up with a result in Google) and it’s impossible to get a hold of the company to inquire about the order. I would simply either like a replacement screen mailed to me (per the warranty) or the cost of my original screen protector (which was about $80) refunded in its entirety.

  Business response

  02/13/2024

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

  Thank you for reaching out to the BBB about order ********. I am very sorry you have not received it and have not been able to reach our Care Team when you tried calling. We have been experiencing a longer than expected call time hold, but for future reference, you can always reach us by email or live chat ********************************.

  We received order ******** on January 18th, 2024, and shipped it on January 23rd, 2024, by UPS Mail Innovations. However, it does appear as if the tracking number was never scanned to show any tracking movement.

  I have placed a new order for you under ********. This time the shipper is FedEx ground, (Premium Ground: 2-5 business days+ processing time).  Once the order ships you should receive a tracking number. Please check your spam or trash if you do not receive the tracking number in a day or two.

  Again, I am sincerely sorry for the inconvenience and frustration you have experienced.

  All the best, 
  Sidney 

  Customer response

  02/13/2024

  
  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

  02/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ****************** Tracking number for my product haven’t received it as promised

  Customer response

  02/05/2024

  I have been emailing and calling and no response my package never came and was charged 9.99 and request a refund due to not receiving my order as promised 

  Business response

  02/06/2024

  Hello *****,

  I am very sorry you still have not received your order ********. It is unclear why you have not reached our Care Team as calls and emails are being addressed promptly. Your order has been refunded in full.

  Feel free to place another order at your convenience. I would suggest using an alternative shipping address, perhaps a shipping address at which someone will be available during the day to receive the package.

  Thank you for your patience and understanding in this matter.

  Best regards, 
  Sidney 
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the ************ Station XL Pro in April of 2023 and have been experiencing nothing but issues ever since. In November of 2023, I had to request a replacement as I was having issues with the ports not working and charging my devices and the device not charging so I did my warranty claim and received a replacement, also paid my shipping charge. I went to go charge my ************ Station XL Pro two days ago as I was going out of town and it would not hold a charge. I tried to call the number for support but was hung up on, and I could not get anywhere with the chat. I emailed support and they responded back that they would give me a discount for the replacement. I went to do my warranty and the replacement is out of stock. This is very frustrating as I do not have a working product and both of my products I have received have been defective. This product has been unreliable. They should be guaranteed to work. I find it odd there is no replacement, but you can add the item to the cart. I would like to have a product replacement (a new product, not a refurbished product guaranteed to work) and I also do not want to be charged for the replacement. In the future I will be buying this type of product elsewhere.

  Business response

  02/06/2024

  Hello ******,

  Thank you for reaching out about your mophie powerstation pro XL 25K (Apple Exclusive-2022) purchased in order ****** back in April 2023. I am happy to help you with your warranty concerns. I know how frustrating it can be to not be able to order a warranty but see it if you were to order it brand new.

  ZAGG offers new products and warranties. However, there is a difference between the two and having availability. We might have brand new offers for a product available on ZAGG.com when we might be out of inventory for warranties. The packaging can be very different, and inventory forecasts, which is why sometimes this discrepancy happens, which can create frustration.

  I have gone ahead and placed an order for one mophie powerstation pro XL 25K (Apple Exclusive-2022), order ********, new and not refurbished. The order will be shipped to the shipping address on file, and with the shipper ***** Ground (Premium Ground: 2-5 business days + processing time). Once the order ships you will receive an email with the tracking number.

  We are not expecting you to return the defective product, which is normally required when ordering a warranty. Please recycle according to local regulations.

  I sincerely apologize for any frustration you have experienced with our product.

  All the best, 
  Sidney 

  Customer response

  02/06/2024

   
  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.
  

  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase an 360 privacy screen protector and been trying to get it replaced with my warranty and they never answer to my rod calls in regards to this matter when you call there toll free number all it does it make you go on line for a warranty and it never works they are very slow to respond or do anything in regards to my claim

  Business response

  01/22/2024

  Hello *****,

  Thank you for reaching out to ZAGG about your warranty concerns. If you are calling ZAGG, please note that we have been experiencing a higher-than-normal call volume since the end of the holiday season. We answer our phones during the regular ZAGG working hours. We just ask for your patience as it has been taking longer than usual to answer calls.

  As for any correspondence, the last one I can locate by your email address ******************* and that was from December 2021. If you are using a different email address, I would need that email to locate any email or chat you recently had with us.

  Regarding your ZAGG account, the email address ******************* is no longer registered with ZAGG. We upgraded our systems back in July of 2023 and it is possible your account did not merge over, which is why I am not able to locate your old account.

  You are welcome to create your own account and register the item needed. If you would like me to create your account, I would need you to confirm the information on this complaint is the information you would like your ZAGG account under, and the proof of purchase receipt for your product, which will show me the date of purchase and the exact item that needs registered.

  If this is what you need done, please just confirm the information and attach your proof of purchase receipt.

  I look forward to hearing from you so I can help you get this resolved.

  All the best, 
  Sidney 

  Customer response

  01/22/2024

   
  Complaint: 21171023
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  01/22/2024

  I purchased another one last year in march has my been a year and I have been trying to get a hold of someone from the zag customer serive **** and no help at the email was ******************* that I used 

  Business response

  01/22/2024

  Hello *****,

  Thank you for the new email address. I can now see your account and the communication you have been having with our agent *****. This was the last update from you:

  On Thursday, January 18, ****, at 9:33?AM ************** <*******************> wrote: 
  Good morning mam I can not get I touch with no one with the 800 number you sent me is there another number I can call 

  We currently have about a 30-minute hold for customers to speak with an agent. I will have an agent call you at the phone number listed on this complaint, so we can get you taken care of. This may take a day or two, but we will contact you, so please pick up any out-of-state calls.  

  Hopefully we can this issue resolved for you.

  All the best, 
  Sidney 

  Customer response

  01/22/2024

   
  Complaint: 21171023
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  01/22/2024

  Need a replacement for the iPhone 13 its the 360 privacy protection  if that can be done that will be great 

  Business response

  01/23/2024

  Hello *****,

  Thank you for your new response. I have reached out to the ZAGG Care Team yesterday, January 22nd, ****, and asked that we give you a call back to get you taken care of. As you stated, "Need a replacement for the iPhone 13 its the 360 privacy protection if that can be done that will be great". Please watch for our call as you will need to verify some information and there is a shipping and handling fee for all warranties. 

  It has been a pleasure to assist you with your concerns. 

  All the best,

  ******

  Customer response

  01/23/2024

   
  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

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Zagg through email a week ago about a defective screen guard that I ordered but I have not received a response. It's impossible to get through on the phone.

  Business response

  01/15/2024

  Hello *******, 
  
  Thank you for reaching out to ZAGG about your InvisibleShield concerns. We received your email to us at the end of the business day on Friday, January 125th, ****. You have not received a response yet from ZAGG as we do not work weekends. I am sorry if you were expecting an immediate response. As for calling us, we have been experiencing a heavier than normal number of contacts since the holiday season ended. I assure you we are answering all calls during the business day. 
  
  Without any photos it is hard for me to know what is happening since you only say in your direct contact with us, the holes in the attaching film did not match the pins on the installation device. 
  
  Order ******* was placed for the Invisibleshield Glass Elite Visionguard Apple iPhone 15 Pro **** Is this your device? Is it possible for you to put the installation tray on your phone along with the InvisibleShield and take a photo and send it to me, in addition to the front and back of the box the InvisibleShield came in? 
  
  Once I can see what we sent you and how the InvisibleShield fits I will be better able know how we can get this resolved. 
  
  I look forward to your response. 
  
  All the best, 
  Sidney 

  Customer response

  01/16/2024

   
  Complaint: 21146857
  
  I am rejecting this response because: Zagg does not seem at all interested in providing me any relief. I have sent them several photos of the defective shield but they are asking for more. This is about a $9.99 purchase, simply absurd.
  
  Sincerely,
  
  ***************************

  Customer response

  01/17/2024

  Yes, I sent a couple of photos to Zagg showing the missing alignment tab for installation.

  Business response

  01/18/2024

  Hello *******,
  
  You and I have been directly communicating by email, which I have included in this response. As I have explained without photos of the front and back of the box, or pictures of your device with the tray and InvisibleShield laying on your phone, I am unable to determine if we sent you the wrong product or our installation instructions are not clear for you. 
  
  I have refunded the order $9.99. I will leave it up to you should you want to still resolve this issue, but in order to do so I will need the photos I have asked for. 
  
  I am very sorry you have had this experience. 

  All the best,
  ******

  __________________________________________________________________

  Email Communication:

  Hello *******,

  This is not any trouble at all. We have not had any contacts for the situation you are describing and for me to understand how you received a product that was for the exact model for your iPhone 15 Pro **** I need to see the whole picture of the tray on your phone as well the InvisibleShield laying where it should fit.
  
  If you still have the box the InvisibleShield came in, seeing the front and back of the box will also tell me a lot.
  
  Once I can fully see what is happening, I can get this addressed.
  
  Thank you,
  --
  Sidney 
  Customer Service Specialist
  ******************************************;
  *******, **** 84047 
  www.zagg.com 
  
  ************ Toll Free
  
  From: *************************** <*******************>
  Sent: Tuesday, January 16, **** 11:35 AM
  To: accountassistance <********************************************>
  Subject: Re: Defective Shield
  
  You don't often get email from ******************** Learn why this is important
  Hi ******,
  
  I tried to respond to the BBB complaint response but had no luck with the web site. I have an iPhone 15 Pro **** I sent you pictures of the detached alignment tab for the shield. I can send you a picture of the tray but I dont know what that will tell you. If this is too much bother let me know, and I will purchase a product from another company. However, I will contest the payment if you cannot help me.
  
  *******
  
  From: accountassistance <********************************************>
  Date: Tuesday, January 16, **** at 10:23?AM
  To: *************************** <*******************>,accountassistance <********************************************>
  Subject: RE: Defective Shield
  Hello *******,
  
  Thank you for sending the pictures. In the BBB complaint, I asked you to confirm the exact model phone you had and to provide complete pictures of the install tray on your device and lay the ********************** on top, so I could get a clear view of what is wrong. I also asked for front and back pictures of the box you received.
  
  Are you able to provide all this information so I can clearly understand the situation?
  
  I am looking forward to your response.
  
  Best regards,
  --
  Sidney 
  Customer Service Specialist
  ******************************************;
  *******, **** 84047 
  www.zagg.com 
  
  ************ Toll Free
  
  
  From: *************************** <*******************>
  Sent: Tuesday, January 16, **** 10:44 AM
  To: accountassistance <********************************************>
  Subject: Defective Shield
  
  Some people who received this message don't often get email from ******************** Learn why this is important
  Hi,
  
  I received a shield for my iPone but couldnt use it because the installation guides were missing on one end of the shield (please see attached). Can you please issue me a refund or send a replacement?
  
  Thanks,
  
  ***************************

  Customer response

  01/18/2024

   
  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. ↩