ComplaintsforZAGG, Inc.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company sent a defective charger and required that the buyer pay fully for the return. I needed it for a business trip but ended up not only charging it with no avail for 2 days but have to pay in order to return it. An exchange was offered at a deducted cost but why is the customer still being penalized here? Buyers have to made aware that the business can send them garbage and get away with it.

  Business response

  01/17/2023

  Hello Will,

  Thank you for reaching out to ZAGG about your experience with our product and our ************* Team. I have reviewed the communication and I agree, we could have handled this situation very differently and I will make sure your concerns are heard and reviewed. I am very sorry this happened to you.

  I have requested a full refund on your order, and we do not require you to return the device. Please recycle safely as it does have a battery in it.

  Again, I am sincerely sorry for this experience, and I hope I have been able to address your concerns and desired settlement request.

  Warm regards,
  ******

  Customer response

  01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Will ***

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warning to people using the warranty, if you move, you have to delete your old address from your account, even though you will be asked when buying a replacement product for a new address, this is just a billing address, this is misleading to customers. This should be illegal and they should have to update this on their website. When looking to fix the issue the website says they will not fix this problem, which is horrible customer service.

  Business response

  01/17/2023

  Hello *******,
  
  Thank you for reaching out to ZAGG through the BBB dispute process. I am so sorry to hear there is a problem with the shipping address on your account. You did not specify if you did not receive your recent order placed on January 11th, 2023, but I understand your concerns about your address. It can be very frustrating if something happens, and the address is incorrect.
  
  Even though you can enter a shipping address online when an order is placed, we do ask for any personal information that should require a change, even the billing or shipping address, that the account holder please make the change on ZAGG.com in your account. Accessing and changing any information on an account needs to be done by the account holder and not a ZAGG employee, as I am sure you could understand why we would not want anyone accessing your personal account and making changes, therefore we do ask our account holders to make any changes and save them.
  
  As per your request I have refunded your recent order $14.99. I hope I have been able to help you understand the reason we ask customers to make any changes to your personal information and again, I am very sorry if you were inconvenienced by our actions.
  
  Warm regards,
  Sidney

  Customer response

  01/18/2023

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The following item sold on the company's website (**********************) is fully defective. I made my 1st purchase on 12/7/22 via Apple.com and received the item the following day. All devices charged well for a few days before I noticed the charger was not charging anything at all. I placed a claim for a warranty replacement via Zagg.com in which I was charged a shipping fee and received the warranty replacement shortly after. Once again, the replaced item worked well for a few days and now items are no longer charging as they did from when the replacement was received. I am requesting a full refund of $157.57 for the price paid for the item and the shipping charge which was paid for receiving another defective item.

  Business response

  01/06/2023

  Hello ******,

  Thank you for reaching out to ZAGG through the BBB dispute process and thank you for the providing the receipt from Apple.com.
  I am terribly sorry, as your purchase is from a third-party reseller, Apple.com, you will need to go back to the company you purchased the device from if you would like a refund. ZAGG is only able to issue refunds with direct purchases from ZAGG.com. That does not mean we cannot assist you, as you would possibly still be eligible for our 1- or 2-Year Manufacturer’s Warranty, and we could get you help that way.

  If you would like to take advantage of our 1- or 2-Year Manufacturer’s Warranty, you would just need to register the mophie 3-in-1 travel charger with MagSafe on ZAGG.com and then we could send you a warranty item. If you would like assistance in getting a registration just let me know and I can have someone reach out to you and get you set up. They will also do some troubleshooting with you, so we can determine if the problem is something simple or we need to send you a replacement.

  Please let me know which option you would prefer, and I can get a warranty set up for you. I am sorry we cannot refund third party purchases though.

  Warm regards,
  Sidney

  Business response

  01/17/2023

  Thank you for providing the newest information, ******. I would have not been able to locate this information based on what was previously provided. There are only three orders and one registration with ZAGG.

  ZAGG is refunding the following:
  ************ $122.44
  ************ $10.59
  ************ $10.88
  Totaling = $143.91

  I also validated the warranty on ************, so you do not need to return it.

  I am unable to refund your request of $157.57 as there is a difference of $13.66 which was not paid to ZAGG.

  I hope this resolves your concerns.

  Best regard,
  Sidney

  Customer response

  01/18/2023

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a screen protector for $70 based on it having a "free replacement" warranty to cover damage as long as I owned the phone.They charge $10 for shipping. How is that free? It fits in an envelope, I believe the rate is around $.60 right now. I'm not sure how it's legal to represent that as a free replacement. They are misrepresenting the value behind their product.

  Business response

  11/30/2022

  Hello ****,

  Thank you for taking the time to contact ZAGG. I am very sorry to hear that you are disappointed in our advertising of the Lifetime Guarantee for your Fusion Curve with D3O ******* Galaxy S22 Ultra (Case Friendly). 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 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. You are correct in that if an InvisibleShield was just put in an envelope all by itself, the shipping would be much less, however, there is a high possibility it would not survive the shipping through the mail process, if not packaged correctly. I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way by our advertising.
  
  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 as a onetime exception, I have refunded your recent warranty order placed on November 28th for $10.66. Please note, we will not be able to waive or discount this fee in the future.
  Thank you for your feedback and I hope I have been able to clear up your concerns.

  
  Best regards,

  ******

• Initial Complaint

  11/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # M2Z0055B934E placed on 10/29 shows delivered today, 11/4, according to **** tracking. However, the package is nowhere to be found. I've spoken with post office, they claim carrier left package on or around porch area, in which case, nowhere to be found.. I've attempted to reach out to Zagg numerous times today regarding loss, call is placed on hold for several minutes, no one picks up.. The number I'm calling is the corporate office, number ************. I called to request a refund or replacement, unable to reach anyone in re..

  Business response

  11/07/2022

  Hello ******,
  
  Thank you for reaching out to ZAGG through the BBB dispute process. Per the communication you have had with our ************* team, there was a refund request processed today, November 7th,2022, for the order you listed.
  
  You have been refunded in full $66.99.
  
  We are sorry for any inconvenience and for any packages not delivered by the *****
  
  Best regards,
  ******

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Zagg InvisibleShield Glass Fusion VisionGuard+ with D30 screen protector from a ******* store for my ******* Galaxy S21 Ultra for $60 and the screen protector would NOT stick to the edges of the screen. ******* would not replace it and told me that I needed to file a replacement with Zagg. I set up a profile with all my information just to find out that Zagg is ripping off customers with a bogus shipping charge that is ridiculously expensive! Zagg claims "free" replacements BUT they charge you a really expensive "shipping" fee when it should only be a $1 or $2 at most! All Zagg is doing is charging their customers for a new product! Their screen protector should be around $10 at most MSRP. All the screen protectors on Amazon are $12 at most and Zagg has the audacity to ask $60 for a piece of plastic that is not in any way supior to those on Amazon at much cheaper prices! Zagg is ripping everyone off with their shipping fees! I want a replacement screen protector FREE of charge! I've already paid these scammers more money then they deserve!

  Business response

  10/04/2022

  Hello ****,

  Thank you for taking the time to contact ZAGG. I am very sorry to hear that you are disappointed in our advertising of the Lifetime Guarantee for your InvisibleShield Glass Fusion VisionGuard+ with D30. As you have placed previous warranties with ZAGG back in March and April of 2021 and paid the shipping and handling fee,you should be familiar with our shipping and handling fee requests. However, 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 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. There is a good possibility if the Glass Fusion VisionGuard+ with D30 InvisibleShield is not packaged correctly it would likely not survive shipping through the mail without some damage. I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way by our advertising.

  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 if you would like to try the replacement process for your InvisibleShield there will be a note on your ZAGG registration making a onetime exception to waive the shipping and handling fee. Just call or contact our ************************ at **************, Live Chat or Email to help you get this set up.

  Warm regards,
  ******

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I bought a keyboard from Walmart not more than five months ago and pay 106.00 because I was told it the best that’s out there now the keyboard and i out my money the company don’t want to replace all I want is to replace it because the money I pay for it and could use it is five months please help me with this

  Business response

  07/27/2022

  Hello *****,

  Thank you for reaching out to ZAGG through the BBB. I am happy to investigate your concerns if you recently purchased a ZAGG keyboard and get this resolved.
  However, with the information provided I am not able to locate any ZAGG account. Were you able to register the device on ZAGG.com, and if so, what is the registration number? I can also look for any communication or account if I know the exact email address that was used. Can you also upload a copy of the Walmart receipt showing the purchase?

  Once I can locate the account and review the situation, I will certainly be able to assist you.

  I look forward to your reply with the additional information and receipt.

  Warm regards,
  Sidney

  Customer response

  07/28/2022

  Because  I was told went I bought it it had a warranty so all I want is for them to replace it 

  Business response

  07/28/2022

  Hello *****,

  Thank you for your reply. I understand you are upset and yes, ZAGG does warranty our products and I am more than happy to help you. I am asking for your assistance as well, in that we will need more information from you to help get this resolved.

  Have you registered the device on ZAGG.com, and if so, what is the registration number? If you have not registered the item, I can help you with that but again, I will need certain information to do so, which is why I am asking for a copy of your receipt.

  It sounds as if you have already contacted our customer care team, but I cannot locate any that contact.  Please let me know the exact email address that was used when you reached out to us.

  Without this data I am asking for I am sorry, but I cannot move forward. Perhaps a call is in order. If you give me permission and the best time to call you, I can do that.

  Looking forward to your reply so I can get this resolved.

  Sidney

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the InvisibleShield Glass XTR Apple iPhone 13 ***************** on July 15, 2022. I have tried to register the product at least 12 times and the website wont finish the process. I enter all my info correctly and click on Register and it just has the spinning loading wheel on the page. I have tried on a computer, 2 different phones and 2 different browsers. I have waited 4 hours for it to finish loading and nothing ever happens.Oddly enough though, they could process my email address and are successfully sending me advertising emails.

  Business response

  07/18/2022

  Hello *****,

  Thank you for reaching out to ZAGG through the BBB. We are terribly sorry for any problems you encountered when trying to register your InvisibleShield Glass XTR Apple iPhone 13 Pro *** and can understand how extremely frustrating that must have been for you.

  I am unaware of what may have happened to cause you the registration to not go through and just continue to spin the loading wheel. Without seeing exactly what was entered or having screen shots, I am afraid we can only speculate on the cause. However, I have successfully created a registration for you under M2R005033FA0. You should be able to find it by looking at your online account, and you should have received an email confirmation once the registration completed.

  Thank you for your patience and understanding in this matter and please reach out to our ************* Team at ************** should you have any other concerns or questions.

  Warm regards,

  ******

  Customer response

  07/18/2022

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

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company offers a product labeled as a screen protector and states scratch proof and shatter proof. I purchased the product from a local best buy because of these reasons and was told by the employees that it was the best for my device and would not allow damage to my screen. Now I have a shattered screen from my device falling approximately 10 in. The company's support option online is disabled and the number will only get you a recording that after 20 minutes still would not let me speak to a representative. If it still allows my screen to shatter without excessive force they should replace the screen and give a full refund of the falsely stated product. It is misleading and they don't care because once you buy it you can't get in touch with anyone from the company. I need this resolved.

  Business response

  06/24/2022

  Hello *******,
  
  Thank you for reaching out to ZAGG through the BBB. I understand that a damaged phone can be a frustrating experience. I am not aware of any technical issues with the website or extend hold times this week, however, I am happy to see that you were able to get in touch with Customer Care regarding your screen protection. One of our Senior Customer Advocates did reach out to you on Wednesday, June 22, and is awaiting your reply so that she can be of further assistance.
  
  For any future needs, you can bookmark this link, which gives you access to connect with ZAGG Customer Care via email, 1-on-1 Live Chat and phone: https://support.zagg.com/hc/en-us/articles/*************-Contact-Customer-Care-Screen-Protection.
  
  Warm Regards,
  
  Sara

  Customer response

  06/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  this is false advertising because the product clearly states scratch proof and shatter proof but now after having the product my screen is shattered
  Sincerely,
  
  ******* ***********

  Business response

  07/06/2022

  Hello *******,

  I am so sorry to hear your phone screen became damaged somehow. I apologize for any confusion on your expectation of the InvisibleShield, and I understand how frustrating this must be for you; however, this is not something that ZAGG states the InvisibleShield will protect against. ZAGG's InvisibleShield will protect your device from scratches and everyday wear and tear. It is never ZAGGs intentions to mislead any of our customers. As far as our liability, it is for the InvisibleShield only. This is publicly stated online in our FAQ section of our website. I am very sorry for any frustration you may have experienced.

  We would be happy to provide you with a free InvisibleShield once your screen is repaird if you would like. As requested by ZAGG's Senior Customer Advocate on June 29, please provide a photo of the packaging for your product, as well as the purchase receipt.

  Again, I am very sorry for any frustration you may have experienced and misunderstanding.

  Warm Regards,

  Sara

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $50 Zagg Invisible Shield from an **** store. They recommended and installed it.The box states:"Limited Lifetime Warranty If your InvisibleShield ever gets worn or damages, we will replace it for as long as you own your device*."*"shipping and handling fees apply. See Zagg.com for details"When you see Zagg.com for details, you learn that they in fact will not "replace" the Invisible Shield, as they stated on the box. In actual fact, they will sell you a new Invisible Shield for $10. They will call this a "replacement fee", but anyone with a brain cell understands that they are in fact selling you a new Invisible Shield for $10. As so many other complaints state, Zagg should be ashamed of their misleading and deceptive "Warranty" policy that in fact is a scam to sell more glass for $10 a pop.

  Business response

  06/08/2022

  Hello *****,
  
  Thank you for reaching out to ZAGG through the BBB. I am happy to help clarify the terms of ZAGGs Limited Lifetime Warranty. For warranty replacements, ZAGG will cover the entire cost of the new product being replaced. Our shippers charge to deliver the product to you, and each replacement is sent in it's own packaging to ensure its safe arrival, which is the reason for the small shipping and handling fee the customer pays for a warranty replacement. As you mentioned, this shipping and handling fee is clearly communicated on both the package as well as in the Warranty Policies on ZAGG.com.

  
  As far as the replacement or installation fee you inquired about, this is in reference to replacing your product at a ZAGG franchise location. I have included an exerpt from the warranty policy below:

  
  You may also take your product to any supporting franchise location for a warranty replacement. Product inventory is limited to popular products and therefore it is recommended calling the specific franchise location to ensure the desired warranty replacement is in stock before visiting the store. Please be advised that a replacement or installation fee may apply.

  
  For your desired settlement of a refund, ZAGG is unable to refund a purchase made from another company. When a refund is processed, the initial transaction is simply reversed. As we do not share systems, you can check with AT&T for their refund policy.

  
  You can, however, create an account on ZAGG.com, register, and request a replacement under the warranty. If you prefer, you can also find a ZAGG store or authorized warranty center near you by following the link here: https://www.zagg.com/en_us/store-finder/

  
  Warm Regards,

  ****

  Customer response

  06/08/2022

   
  Complaint: 17330834
  
  I am rejecting this response because:
  

  The response merely recited terms I had already cited. The fact remains that the printed box clearly states that Zagg will replace the product. The charge of $10 as a "replacement fee" is irreconcilable with the claim that Zagg will replace the product. Charging $10 has a name, it's called selling me a new product. Zagg has misrepresented the policy by saying they will replace, instead of saying they will sell me a new one at a discounted price of $10.

  I will accept a replacement at a local dealer (I have already found one in **********, **) if no fees are charged. I'll bring the damaged product in the original packaging, and exchange it for a new one. Or I will accept a refund from Zagg (AT&T correctly refused, as this is a manufacturer's warranty).

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

  Business response

  06/28/2022

  *************,

  The replacement InvisibleShield is in fact free, and can be replaced 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 lower US). This includes a completely free new InvisibleShield,the installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order, and covering the shipper fees. Since we post these fees on our packaging and website, we are not misrepresenting any claims regrading our warranty, and we are providing a free warranty on the InvisibleShield and the shipping and handling fees are for the additional services that go with the processing of the warranty.

  
  As previously mentioned, you have the option of visiting a local ZAGG retailer for a replacement. As these are individually owned and operated, there will be a small installation/service fee, as well, which is determined by the location.

  
  That being said, please feel free to reach out to ZAGG ************* and refer to this ******************** complaint. We will be happy to provide a free replacement as a one-time courtesy.

   

   

*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. ↩