ComplaintsforZAGG, Inc.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a screen protector for a cell phone. The product would not stay on my cell phone and a refund was requested. I was instructed on how to return product for return and the instructions were followed, but no refund had been received, as they claim the product was not received back by them.

  Business response

  05/20/2022

  Hello *****,

  Thank you for reaching out to ZAGG through the BBB dispute process. I am very sorry to hear you had a bad installation and are unhappy with ZAGG and the InvisibleShield. For first time customers, sometimes the installation can be a bit frustrating and not always turn out as expected, however,we want all our customers to be happy with ZAGG and our products, so we can always provide another product and provide customer experienced installation tips, that can resolve common installation mistakes.

  You did reach out to our ************* Team and turned down a replacement,and per your reply to ZAGG - And I call bull....zaggs customer ********************** review is a 1.13 out of 5 , you only recommended tracking so I couldn't dispute this......it was mailed back in an envelope with all instructions followed with return number written on it..weird that you wouldn't receive a first class stamped envelope other than to defraud people out of their money......again no worries as I'll go a different avenue and will NEVER purchase a zagg product again, feel free to share this with any supervisor because it's clear that zagg definitely does not care about unhappy customers.

  It is true the BBB does hear more complaints than compliments, but customer satisfaction has always and does matter to ZAGG. ZAGG is always more than happy to work our customers who reach out to us and are willing to try the InvisibleShield again. Regarding your product return, we are only able to tell you we are at the mercy of the shipper,just as you. Mail has been much slower than in the past and ZAGG does process mail in the order received, and without a tracking number we are unable to determine where the envelope could be. Personally, I have been waiting on an order I placed on May 4th, and I paid for tracking. So, I can understand your frustration. ZAGG is not in the business to defraud people out of their money....... and I am sorry you feel this way.

  We have refunded your order in full and again; I am sincerely sorry you chose not to give the InvisibleShield and ZAGG a second try.

  Warm Regards,

  ******

  Customer response

  05/20/2022

   
  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

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ********** Station from QVC in November 2021. It is for use in a power outage. We have not had any power outages so I have never used the machine. Last week they were selling this item again and it made me think that I should check mine to make sure it is still charged. I took it out and nothing worked. I plugged it in and the flashlight came on but nothing else worked and I could not control the light with the button. I called Halo customer service( apparently a division of ACG Brands) and was told that the item was defective and they would start a case for replacement. I received an email with the information to ship the item back but they are requiring me to pay return shipping. This is a very heavy item and I already spent $1000 when I purchased their defective item. I called them back and again explained all of the above to them and they said that company policy is after 30 days I must pay return shipping. I explained that the item was never used and it was them who admitted it was defective so why should they not send a prepaid shipping label and again they said it was policy. I think the company does not stand behind their equipment and something should be done.

  Business response

  05/06/2022

  Hello *******,
  
  Thank you for reaching out to ZAGG *** through the BBB dispute process. I can certainly understand your frustration with the purchase of the ********** Station from QVC in November 2021, only to find now when you tested the product, there was a problem.
  
  You reached out to the Halo customer service (a division of ACG Brands) for assistance and they started a case for the replacement, when you found out you were required to cover the cost of the return. I am very sorry as I can certainly understand your point and can see your concerns.
  
  Halo products are owned by ACG Brands, and no longer owned by ZAGG ***. ACG Brands is a separate company. ZAGG does not have any control in how ACG Brands, www.HaloPower.com, policies and procedures work or what their company might be able to do.
  
  Regarding your request for ZAGG to pay for return shipping we are not able to honor your request. However, I would highly suggest you reach back out to ACG Brands, and ask for a supervisor, to again, voice your concerns about this situation and see if they are able to assist you with your concerns. Below is the information I can provide you for ACG Brands and I sincerely wish you the best and hope you are able to come to a mutual agreement that is suitable for you both.
  
  ************.
  https://halo.*************/en_**/contact.html
  
  Again, I am sincerely sorry ZAGG is not able to help in this situation.
  
  Warm regards,
  ******

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There mophie phone case destroyed my brand new phones charger port. Now my phone won't charge. Company said there warranty doesn't cover damages that the product causes. What if this product burned down my house?

  Business response

  04/19/2022

  Hello Austin,

  Thank you for reaching out to ZAGG through the BBB. I am very sorry to hear about your situation and I will certainly investigate your concerns. With the provided email address and your name, I am not able to locate any purchase made from ZAGG. Are you able to provide any order information so that I can locate an account, or a different email for any previous communication? I will also need pictures of the damage you are claiming, and any supporting documentation of the damage done, such as documentation from the company who has looked at your device, along with a purchase receipt if the case was purchased through a third party reseller.

  As far as ZAGGs liability, it is for our products only. This is publicly stated online in our FAQ section of our website. I am very sorry for any frustration you may have experienced.

  Limitations on Liability

  THERE IS NO WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, TO THE FULL EXTENT DISCLAIMER IS PERMITTED BY LAW. IN ANY EVENT, ANY IMPLIED WARRANTY THAT *** ARISE BY LAW IS LIMITED IN DURATION TO THE **** HEREIN. THE REPAIR, REPLACEMENT, OR REFUND PROVIDED BY THE WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER REMEDIES. ZAGG WILL NOT BE LIABLE TO ANYONE FOR CONSEQUENTIAL, SPECIAL, INCIDENTAL, INDIRECT, EXEMPLARY, OR PUNITIVE DAMAGES OF ANY KIND WHATSOEVER, INCLUDING WITHOUT LIMITATION PROPERTY DAMAGE, LOST PROFITS, OR ANY OTHER PECUNIARY DAMAGE, WHETHER DUE TO ANY DEFECT IN THE PRODUCT, BREACH OF THIS AGREEMENT, DELAY, NON-DELIVERY, NON-PERFORMANCE,RECALL, OR ANY OTHER REASON. ALL CLAIMS FOR NEGLIGENCE AND FOR FAILURE OF ESSENTIAL PURPOSE ARE EXPRESSLY WAIVED AND RELEASED. UNDER NO CIRCUMSTANCES WILL ZAGGS LIABILITY FOR ANY DEFECT IN GOODS, WHETHER BASED ON CONTRACT,WARRANTY, OR ANY OTHER THEORY, EXCEED THE ORIGINAL PURCHASE PRICE OF THE PRODUCT. BY PURCHASING AND USING GOODS, BUYER ACKNOWLEDGES THESE LIMITATIONS AND WAIVERS, DECLARES THAT THEY HAVE BEEN READ AND UNDERSTOOD, AND AGREES TO BE SO BOUND.

  Consumer Rights

  SOME STATES AND OTHER LOCAL JURISIDCTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO SUCH A LIMITATION *** NOT APPLY TO BUYER. SOME STATES DO NOT ALLOW THE EXCLUSION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THAT EXCLUSION *** NOT APPLY TO BUYER. THIS WARRANTY GIVES BUYER SPECIFIC LEGAL RIGHTS, AND BUYER *** ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE AND JURISDICTION TO JURISDICTION. BUYER ACKNOWLEDGES AND DECLARES THAT THESE LIMITATIONS AND WAIVERS HAVE BEEN BROUGHT TO BUYERS ATTENTION AND EXPLAINED,THAT BUYER HAS READ AND UNDERSTANDS ALL ****S AND AGREES TO BE SO BOUND, AND THAT BUYER'S RECEIPT OF THE AGREEMENT, LIMITED WARRANTY, AND GOODS, AND ANY PAYMENT FOR THESE, SIGNIFIES THAT BUYER HAS VOLUNTARILY AND KNOWINGLY CONSENTED TO ALL ****S, INCLUDING THE WAIVERS AND LIMITATIONS CONTAINED HEREIN.

  Disclaimer of Warranties and Limitation of Liability:

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

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

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

  CERTAIN STATE OR INTERNATIONAL LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS *** NOT APPLY TO YOU,AND YOU MIGHT HAVE ADDITIONAL RIGHTS.
  
  Please know we will be happy to review any and all documentation you provide, and I look forward to your reply at your earliest convenience.

  Warm regards,

  ******.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I initially placed a few orders on the zagg.com website. One such order was shown as delivered on 12/1 but it was not received. Due to me not being at home and dealing with some health issues I followed up with zagg approx two weeks later or so. I informed them the order was not received and they said they would put a tracer. I never heard back until I contacted by chat on 12/28. I was told they could reship. I explained how the iPhone 13 mini protector was a xmas gift and wanted that replaced and how the iPhone 13 protector I bought an amazon one off of someone. They asked me to provide a receipt but I had already stated that it was purchased off of someone and therefore I do not have a receipt. The 13 was not a gift and was unpackaged prior to Christmas. I requested a replacement of the 13 mini and a refund of the 13 since it was not received. Had I received the items I would not want one to be replaced. I would like a refund of the 13 screen protector that was not received nor replaced. All ***** would give me is zagg rewards. Thank you!M2Z004541FB6 replacement order M2Z0043076A4 initial order

  Business response

  01/03/2022

  Hello ******,

  Thank you for reaching out to ZAGG through the BBB about your situation. I can understand your frustration and can certainly help you with your request. We are always happy to work with our customers, but we do follow a certain process for not received orders, especially when the tracking shows delivered.

  As you stated in your ticket ******* correspondence with us, (07:28:32 PM) ***********************: ok thank you. I live in a busy area of downtown and a few of the neighbors packages have been stolen the past few months.

  While this is certainly upsetting ZAGG does state on ZAGG.com the following, which you *** not be aware:

  https://www.zagg.com/en_us/purchase-terms

  Delivery

  Expected delivery dates are estimates. All deliveries are subject to modification or cancellation due to events beyond ZAGGs reasonable control, including without limitation acts of God, compliance with any law, order, rule or regulation of any governmental or other authority,delay in transportation, labor disputes, strikes, failure of equipment or systems, or shortages of any labor or materials or services. 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.

  In cases where the shipper confirms the delivery and the address is not secure and there is possible theft, we will always offer to send a free replacement of the order. If a refund is requested,then we will always offer ZAGG Rewards which can be used on any product from ZAGG.com. So, I am sorry if this was confusing or not what you *** have wanted.

  We issued a free Glass Elite Anti-Glare iPhone 13 mini for you in order M2Z004541FB6, and I have refunded the other item for a refund of $29.89.  This should take care of your request. I highly recommend using a secure address location for any new orders, as theft will always be a concern, and as explained we are happy to assist but with options that *** not be your intended result.

  Warm regards,

  ******

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an iPhone and Apple Watch shield for my devices on December 26, 2021. The company is Zagg. They advertise a lifetime warranty. However. When you go to register your product you must first register for an account. You are automatically denied an account because you are a bot. No account so no product registration means no actual lifetime warranty. It blatant false advertising.

  Business response

  12/28/2021

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

  Thank you for reaching out to ZAGG through the BBB. I am terribly sorry to hear you are encountering a CAPTCHA problem when trying to register your account. I have had a couple customers reach out about this same issue and we are being told it is originating from ****** but know ZAGG is aware of the issue and are looking into what we can from the ZAGG side.
  
  We are still able to help you with your warranty for your products. Please contact us via phone at ************** or through our website at https://support.zagg.com/hc/en-us/requests/new?_ga=2.252772233.1293547390.1551100324-1746543196.1543944652&ticket_form_id=****** and we can certainly get an account created for you with both registrations.
  
  ZAGG stands behind our Warranties 100% and we never want our customers to think we are making it difficult to register just so we do not have to honor our warranty. ************* and ******************* has always been our number one concern for all our customers, new and old.
  
  I hope you reach out to our ************* Team so we can get you set up.
  
  Warm regards,

  ******

  Customer response

  12/29/2021

   
  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

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the past 6 months I have purchased 3 Zagg invisible glass ******* for my husbands 12 pro max ******* even upgraded to the more expensive one thinking maybe it would stay on the phone but they didnt , after the 3rd I called and ask if they could send me one free of charge , they were very rude ( spoke with **** ) and they refused, I feel as big of a company as they are they could make an exception for someone who has purchased their products for all of our phone ! They need to train their employees and supervisors on how to be respectful of their customers!

  Business response

  12/16/2021

  Hello ****,

  Thank you for contacting ZAGG through the BBB. I am very sorry to hear about your concerns and how rudely you were treated when you reached out to our ************* Team on Tuesday, December 14th, 2021. I can certainly understand your concerns and frustration.

  In reviewing your account, I was able to locate four different accounts and I believe the one you are reaching out about is under a different email and goes back to 2017. You and your family have been long time ZAGG customers, and to be treated in the manor you state, I can understand you reaching out.

  While asking for a free warranty is clearly understandable when you have replaced the Apple iPhone 8/7/6s/6 Plus (Case Friendly) three times since November. Yes, one was previously reduced to $2.99, and you made a change in the product on the last request on December 8th, please understand we do provide a completely free InvisibleShield on all our warranties, unless you upgrade to a different product (your last order).

  The shipping and handling fee covers the installation tools, appropriate packaging to make sure your product arrives safely, as well as handling to process your order and the actual shipping to get the product to you. While I can see how these behind the scene actions can sometimes get lost, they are still costs that the small shipping and handling fees cover.

  While I am not able to completely zero out a shipping cost, I can provide you with a code that will drop the cost down to $0.01 - 90d867b89d. Please use this code on your next warranty for the standard shipper.

  I hope this code does help a bit with your shipping fee concerns and I hope I have been able to explain why we do charge this fee, but I am more genuinely concerned how you felt you were treated,and I will be sure to address these concerns with the people who assisted you.

  Thank you for reaching out as we always want to hear how we are doing but more so how we can make communication better.

  Warm regards,

  ******

  Customer response

  12/16/2021

   
  Complaint: 16368278
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************  The phone is an iPhone pro *** 12 its under my husbands email , ********************* , I updated it the last time I had it replaced therefore I would like a free replacement! Thank you ***********************

  Business response

  12/16/2021

  ****,

  Thank you for your reply. I am sorry you feel you are entitled to a free InvisibleShield. While you are not, I am will send you two if this will resolve your concerns. Please confirm the address you would like me to ship them to along with the exact model you would like, as I want to make sure we get you the right products.

  Regards,

  ******

  Customer response

  12/16/2021

   
  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,
  
  *********************** ************************************************** thank you !!

*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. ↩