Otterbox Customer Service Issues

I'd like to share my recent experience with OtterBox customer service. I reached out on Black Friday to purchase a product that was out of stock. The representative assured me I would be notified when it's available and could still get the Black Friday discount. However, the email response I received did not address this. It simply mentioned to call when the item is restocked. Hopefully, they can honor their initial commitment.

I accidentally dropped my iPhone 7+ on a linoleum floor while heading to the break room at my workplace. Upon picking it up, I discovered that the screen was completely shattered. The phone was enclosed in an OtterBox case that I purchased in September of last year. I always keep my phone in its case to prevent such damage, and have not removed it since the incident out of fear that the screen may worsen. I have been a loyal OtterBox customer and never expected this to happen. I do not have the receipt for the case, but I do have the original box it came in for verification purposes. I am uncertain about your policies in these situations, but any assistance with repairing the screen or replacing the OtterBox case would be greatly appreciated. The shattered screen has also damaged the screen protector inside the case.

I purchased a black iPhone XR Otterpop Symmetry case from your Fort Collins store around Christmas [redacted]. Unfortunately, I have been experiencing issues with buttons falling off, leading to the loss of one. The case appears deformed, not fitting the phone properly, even though it has not been exposed to extreme conditions. Additionally, the pop top is not staying on securely and falls off periodically. I am aware of your warranty/replacement policy and would like to request a replacement with the same or similar product. I hope that the new case will not have the same problems as the previous one. I do not reside in Fort Collins but live nearby. My family and I own several OtterBox products, and we have been satisfied with their performance. I wanted to mention that my law firm represents OtterBox as well.

I bought an iPhone SE(1st gen) in September [redacted] and also purchased a "Commuter Series" case for it. Unfortunately, the bottom parts of both the rubber and plastic sections of the case are broken. I recently realized that my warranty is about to expire and decided to get a replacement. I mistakenly thought a picture of the Defender Series Slipcover looked like my current case and ordered it, only to find out that I received the wrong item. I had to pay for shipping and deal with an exchange rate, ultimately losing more money on a product that doesn't suit my needs as it's missing the other part needed for the case I thought I was ordering.

I have not received my package and would like a refund. Order Number: [redacted] Order Date: 8/20/20 Dear Linda L, Thank you for placing your order with OtterBox. Due to COVID-19 safety measures, we are experiencing delays in our support services. Please note that we are unable to cancel or modify online orders. We appreciate your patience during this time. Your order for the APPLE DEFENDER IPHONE 8/7/SE 2ND GEN BLACK has been received and will be processed as quickly as possible. Once your order is shipped, you will receive a confirmation email with a tracking number. If you have any questions, please reach out to customer service with your order number [redacted]. Order Details: Product: APPLE DEFENDER IPHONE 8/7/SE 2ND GEN BLACK Quantity: 1 Price: $49.95 Total Due: $54.70 Payment Method: PAYPAL Shipping Address: Linda L McInvale [redacted] RAVENWOOD PL HOT SPRINGS NATIONAL AR [redacted] United States Thank you for choosing OtterBox, and we apologize for any inconvenience caused by the delay in your shipment.

I have sent numerous emails regarding this matter without receiving any response. If I don't hear back within a few days, I will contact my credit card company to cancel the shipping and handling fees I paid for each replacement request. I have paid these fees 4 to 6 times for warranty replacements on my credit card. Although we moved to [redacted] Timber Oaks Dr., Suite ??? in Olive Branch, MS [redacted] last year, I only received the Otterbox Defender for the 2nd Gen iPad after paying for it. The other replacements, such as the Otterbox Pursuit for XR, were charged but were not delivered. Despite the notifications of delivery, nothing was received when checked on our security cameras. My parents suggested I call the credit card company to dispute these charges, but I hope to resolve this with you directly and have the incorrect charges canceled.

Hello, I placed an order (order no. [redacted]1) on Sunday, August 31st for item no. 77-[redacted]. My bank account was debited the following day. The delivery timeframe is 5 to 7 business days, and it has been more than fifteen days now. I have contacted your customer service twice, and received two similar responses with different incident numbers (#[redacted]3 & #[redacted]6). I have yet to receive a satisfactory explanation. I am losing hope of ever receiving my order. Moreover, I will be away from home for at least three weeks soon. Since my smartphone is unprotected, I am considering purchasing locally. If you do deliver the product, I am willing to return it within 14 days. I look forward to a prompt response regarding your intentions in this matter. Best regards, Jean Bellavigna

I have been attempting to contact Otterbox for weeks without success due to Covid impacting their customer service operation. I cannot reach them through phone or chat, and I am disappointed that the model case I own (SKU:77-[redacted]) is not covered in their warranty section. As a service company owner, I supply my technicians with Samsung Note 20 5G Black Defender Cases from Otterbox. Yet, if this situation persists, I am inclined to stop purchasing Otterbox cases altogether. Nowadays, there is a plethora of case options available, and Otterbox's premium pricing no longer seems justified. The Otterbox cases I procure cost over $60 each but used to come with a lifetime warranty that is now seemingly useless. Otterbox needs to improve their customer service and warranty policies promptly, or they risk losing customers. I am considering switching to Ballistic cases for future purchases.

I would appreciate some assistance, please. My Otterbox is damaged and needs replacement. I have tried entering my debit card number for shipping payment, but it keeps getting rejected. I already received a new debit card from my bank, but the issue persists. I spoke with them today, and we suspect the problem might be on your end. Could you kindly investigate and provide me with an update on the situation? Thanks! Best, Misty S.

I need to get a replacement for my OtterBox as it hasn't been a year since I got it. I've tried to reorder it a couple of times but when I reach the payment section, it says my card is not accepted. I contacted my bank, and they suggested it might be the CVC code. They issued me a new card, but I still face the same issue when trying to pay for the replacement. Is it possible to speak to someone to order my new case?

I purchased one of your phone cases for my new iPhone XR approximately a week ago. Today, I noticed a crack on my phone running from the bottom left corner to the top right corner. Surprisingly, there are no visible signs of damage on the case. Unfortunately, the case did not provide the protection I was looking for, as my phone still got damaged. I would like to inquire about the possibility of receiving a refund or any form of compensation to help cover the cost of repairing or replacing my phone.

I recently received my order# [redacted]6, but unfortunately, my Apple Watch EXO Edge case 44mm Sku# 77-[redacted] was missing from the shipment. I am unsure of its whereabouts and would appreciate it if you could look into this matter for me. It is crucial to me as I had already paid for it. In the case that the item is no longer available, please ensure to notify me promptly via email and process a refund to my credit card accordingly. This isn't the first time I have encountered an issue with my orders, so I would kindly request your prompt assistance in resolving this matter.

Hello Otterbox Customer Service, I am having trouble contacting you through your website. I attempted to file a warranty claim for my Samsung A70 clear Symmetry Series Otterbox case, but my specific model was not available for selection. Despite my efforts with the live chat and toll-free number, I have been unable to get assistance. The product is out of stock on your website, and the provided links for assistance have been unhelpful, continuously leading me back to the Contact Us page. Amazon has the case in stock, but I am hesitant to make an additional purchase when I believed the case was covered by a warranty. The case is experiencing damage and needs replacement. I seek your support in resolving this matter promptly. Thank you, M.

I attempted to place an order yesterday, but it remains in my basket. The items I tried to purchase are the Defender Series Case for the Galaxy S21 Ultra 5G in black, a 2-meter black Lightning to USB-A cable, a 2-meter black Lightning to USB-C cable, and the Clearly Protected Film Screen Protector for the Galaxy S21 Ultra 5G. Despite attempting multiple times, I received two PayPal payment confirmations but no order confirmation from OtterBox due to an error in the submission process. Two payments totaling [redacted].96 euros were processed. I kindly request that only one order be fulfilled and the second one not accepted. For reference, my OtterBox user email is [redacted], and I have opened a ticket under number [redacted]4.

On May 10th, I attempted to make an online purchase, but your website was dysfunctional, failing to submit my order three times. Upon entering my card details, an error message displayed, preventing the transaction. After several attempts with different cards, I finally succeeded in placing the order and obtained a confirmation number. However, I was astonished to discover three unauthorized transactions in my bank statement for the failed attempts. Despite numerous calls to customer service, I endured extended hold times without any assistance. Live chat was also fruitless as my contact details were submitted but no response received. It has been a week, and I am yet to hear from anyone. I am extremely dissatisfied with this online shopping experience and have no intention of making future purchases from you.

I recently bought an iPhone 12 Pro Max along with an OtterBox phone case and an Amplify glass screen protector from the Verizon store in Elijay, GA yesterday at 12:45 pm. However, I am disappointed with the screen protector as it doesn't leave my screen clean. The sticky side that faces the phone seems to have smudges and is not smooth. Despite being careful, there are visible smudges on the protector when laid down. I've tried to smooth it out, but it's frustrating. Maybe I had to remove and replace it multiple times, even though my screen was clean. The quality doesn't justify the cost. I live at 90 Chatto Loop, Murphy, NC [redacted], but the store is over 30 minutes away, making it inconvenient for me to return it for an exchange.

In November [redacted], I ordered a Galaxy Z Fold 2 case, but I received a Galaxy Fold case instead. Due to Covid, contacting customer support has been challenging. I've tried for months to reach them to exchange the case, which cost over a hundred bucks. In the meantime, while waiting for the correct case, my phone broke because I didn't expect the delay. I still have the unused Galaxy Fold case and just want to return it and get the right one for my new phone.

I have been loyal to OtterBox cases for years, always recommending them to customers at Walmart where I work part-time in Electronics. Recently, I purchased a new OtterBox Defender Pro case for my Samsung Galaxy S21 Ultra 5g from Verizon, but I noticed that the case didn't have the same secure snap that previous models had. After returning it to Verizon, they confirmed the issue and refunded my money as the other cases in stock had the same problem. Unable to find a suitable replacement in stores, I purchased a new one on Ebay. However, even this one lacked the firm snap I was accustomed to, and my phone fell out of the holster recently. As a retired Tool and Die Maker, I understand the importance of precision in manufacturing. I would be willing to return the case for inspection as I believe it might be a molding error. I have always trusted OtterBox, but this experience has left me disappointed. If the issue has been addressed, I am open to trying another case. Thank you, Al K.

I purchased an Otterbox Defender case on August 20th through the Otterbox website using my PayPal account, with order #[redacted]0. The website promised fast delivery in 2-5 days, but unfortunately, this was not the case. After receiving an email on August 23rd stating that the product had been shipped, I noticed that the FedEx tracking link provided was not working. I contacted Otterbox customer service twice, and despite the second attempt receiving a response, it was quite rude, claiming they hadn't received my initial email and questioning the order number association with my name. I expressed my disappointment with their service standards and reiterated my order number but have yet to receive a resolution.

Order # [redacted]8 Hello, I am extremely frustrated with the poor customer service regarding the return of a case I bought less than 30 days ago. I have tried the online tool which was unavailable, later chatting with no success, and even called multiple times during the limited hours. After a total of one hour and 25 minutes on hold, no resolution has been achieved as I get passed around and put on hold endlessly. Working full-time doesn't leave me much time for these long calls without a solution. I wanted to support OtterBox over Amazon but the difficulty faced for a simple return is disappointing. Please help me with the return process promptly. Thank you, Teresa L.