Reviews

Review Details

• Review fromMahriana R

  Date: 11/13/2024

  I purchased two wall chargers for our childrens' homeschooling tablets. I have also purchased several other chargers and cords from Zagg recently. Both wall chargers caused sparking, which has never and does not happen with any other chargers, using the same charging cables from Zagg. I called Zagg believing that the company would easily take care of me as a customer, would care about our children's safety, and provide a free return label. When I was shocked to be responsible for return costs and asked if Zagg would provide a free label in this case, the "customer service" agent's tone turned condescending as she informed me that this wasn't considered a defect situation and that Zagg would be hesitant to "eat the cost" of the return. I was further shocked at the robot like heartlessness of this representative and asked for a Manager. The representative would not immediately transfer me and insisted that I hear here out for some reason. If you don't care at least on a basic human level about my kids safety...why would I want to hear your voice any longer? I've wasted enough time and will assuredly go to any of the many other companies for charging products.

  ZAGG, Inc.

  Date: 11/20/2024

  Thank you for reaching out about your experience with one of our Care Agents. We are very sorry to hear about your experience. It is standard procedure for our responses to provide our current policies, but we can and do make exceptions, especially regarding your concerns. We can assure you that the sparking you experienced is not a concern we have heard from our customers. We take any claim like this very seriously and we will certainly be testing the devices you send back to us. After reviewing all the documented conversations, after providing you with our return policy information, the agent was trying to offer a return shipping label but due to your escalation, they reached out to a supervisor who in turn provided you with a return shipping label. We never want our customers to not feel heard or taken care of. Customer satisfaction with our products and our customer service is very important to us and we are glad you reached out concerning your experience. We look at every contact as a learning tool for how we can be better. Your contact will be reviewed by the agent's supervisor so that your experience does not happen again. Again, we are sincerely sorry for the frustration and anger you may have experienced.

• Review fromBibiana G

  Date: 11/05/2024

  I placed my order on September 24, we are 42 days in and still no screen protector. I can not get through a live agent that can help me cancel my order since there is no reason at all why I should be waiting this long to receive my upgrade replacement. Very frustrated, this is completely unacceptable. I just want my refund on the upgrade I did so I can go elsewhere. Worst business ever.

  ZAGG, Inc.

  Date: 11/11/2024

  We are very sorry to hear you have not received the order placed on September 24th, 2024, and could not reach a care representative. We certainly understand how frustrating that is when an order is lost in transit from the shipper. Per the communication with you we can see you did reach out to us on Wednesday, November 6th, 7:45 am and we responded with a free order on Wednesday, November 6th, 2024. The free order was placed on November 6th, 2024, and it shipped on November 7th, 2024, and per ***** the package was delivered Saturday, November 9th. We apologize for any inconvenience and frustration. It is always upsetting when we ship an order only to find it was lost while in transit. Thank you for allowing us to correct this error.

• Review fromAnn H

  Date: 11/05/2024

  Zagg just lost a customer! I have been a ****************** customer for ***** years. I've used their products on multiple iPhones and watches. I've purcchased cases as well as screen protectors. I dropped my phone and broke the screen protector so went on the website requested a warranty replacement and while I was there I also purchased a screen protector for my Apple watch. I received the Apple watch protector in an envelope with no packing slip and no warranty replacement. I contacted Zagg customer service (if you can call it that). ****** answered the phone. I explained my situation. She proceeds to tell me that I needed to send pictures of packing slip, envelope it came in, product I received. Download those and then email them. I admittedly got frustrated and asked if I could just pay the $10.00 and have another one sent. I tried explaining to her that my time is valuable, it would cost me too much time getting all the stuff she needs. So what does ****** do, she hung up on me. When I tried to call back apparently the entire Zagg community was in training and nobody was answering the phone anymore. Really disappointed in the staff Zagg chooses to hire!

  ZAGG, Inc.

  Date: 11/11/2024

  We are very sorry to hear about your experience with one of our care agents. It truly sounds like it was extremely upsetting for you plus missing an item from your package. We understand being upset, but we do ask that our customers refrain from using profanity. We are certainly looking into your claim of the agent hanging up on you. When we get any contact of a problem with an order, it is standard procedure for us to ask for photos of the packaging, items from the package and the invoice. Gathering this information will tell us a lot about the situation, so we are sorry you felt it was a waste of your time. We always try to work with our customers, and we understand everyone's time is very valuable. It appears you have worked with one of our supervisors in getting your missing item, and we have gone ahead and issued a refund of your original order, again, we sincerely apologize for your experience. We appreciate your time and feedback regarding what happened, and we certainly do not want any customer to have such a negative experience. We hope our response clears up confusion on our procedures and processes. Every ZAGG customer is extremely important to us.

• Review fromAngie D

  Date: 10/26/2024

  I purchased a Privacy screen protector on Saturday 10-19-24 On Sunday 10-20-24 discovered that the screen had a chip in it. Therefore I tried to reach out to zagg however, via the Internet was the only option. There is no live customer service. I want you to explain the situation, however since there was no human to speak with, I went ahead and did a warranty put my address in. I got the information indicating that my item has been sent then I got another notification for tracking, and my item was delivered to another state. I tried to reach out The chat, however the ** does not have the ability or capability to assist me so Im out of the money I spent for the screen protector and for the warranty for my iPhone pro 16 privacy screen protector. I would just like a refund fully of everything paid and I could order from Amazon thats a ****** for me. Dont buy at ******* anywhere that has a warranty because its not honorable. Its a waste of time.

  ZAGG, Inc.

  Date: 10/29/2024

  Hello, we are very sorry to hear about your experience with our automated assistant. We can understand your frustration, but once you begin responding with emojis and inappropriate responses, it only stops the automated assistance from understanding your concerns and is not passed along to an agent who can assist you. In reviewing your initial concerns where the tracking number 9261290303233355301501****is showing delivery to another state, the reason you are seeing different information is that this tracking number was previously used, and it has not been updated. We assure you we shipped the order ******** to the address on file. We will not disclose your address for privacy concerns. Please allow the full estimated shipping time of 5-7 business days for delivery, which would be 10/31. If you do not have your package on 11/01, please let us know and we can then suggest another resolution. In the meantime, we have issued a refund of $9.99 for the experience you have had. We are sincerely sorry for any frustration and inconvenience you have experienced.

• Review fromRick M

  Date: 10/23/2024

  No better than the cheapest screen protector and over priced. Installed on my phone and followed instructions. Large air pocket lower right corner never went away. Warranty is trash. My model not in stock but I can upgrade for a cost over twice what I paid for original. Thought I would upgrade and went to check out and shipping was 9.99 on an item that could be shipped for much less. Never buy from them again

  ZAGG, Inc.

  Date: 10/29/2024

  Thank you for taking the time to contact ZAGG. We are very sorry to hear that you are disappointed with our advertising of the Limited Lifetime Guarantee and our product. Customer satisfaction is very important to ZAGG, and we would be happy to explain the Lifetime Guarantee process. As for the large air pocket, that is an installation error, and we will provide some tips on how to have a better installation. Plus, you can always check out our installation videos: *************************************************** and choose the InvisibleShield Glass Family video. 1. Before installing, remove all cases from your watch or phone. 2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If you've got a watch, do not wear it overnight after installation. 3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along. 4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself. 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 + tax if applicable, in the ********). 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. We apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising. We provide thousands of customers with replacement *********************** each month and find this process to work very well and to the satisfaction of our customers. As for the specific ********************** you registered, the Glass Shield for iPhone 16 Pro Max (WM US), yes, we are currently out of inventory on this product. However, we do offer many more items for the iPhone 16 Pro Max, and we would be happy to help you with a different InvisibleShield in the meantime. ZAGG does stand behind our Lifetime Guarantee and if you would like to try the replacement process for your iPhone 16 Pro Max, there will be a note on your ZAGG registration making a onetime exception to waive the shipping and handling fee. Our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, depending on the day or time of your call you could experience a hold time, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.

• Review fromLiz W

  Date: 10/08/2024

  Very dissatisfied with the edges peeling off within a couple weeks of application. The website replacement process adds a $5 upgrade charge in addition to a $10 shipping fee for a light weight screen protector. What is the upgrade? Who knows? You cant find it and trying to communicate with the company is either AI or getting hung up on when calling. This is an expensive product for no protection. Very poor and very dissatisfied, sorry I wasted $60.

  ZAGG, Inc.

  Date: 10/14/2024

  Thank you for reaching out to us through the BBB with your warranty concerns. Customer satisfaction is very important to ZAGG, and we would be happy to explain the Lifetime Guarantee process and upgrade options. The upgrade fee you mention is an option that we provide to our customers if a product is not currently available to order for a warranty. This fee is the price difference between the original item you registered/purchased and the product you can order until we receive more inventory of the original item, or for a customer who just wants to upgrade to a different InvisibleShield. This is not a mandatory option; you can certainly choose to wait until the item you need is back in stock. 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 + tax if applicable, 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. We apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising. If you are going through an InvisibleShield every couple of weeks, then you are either installing the InvisibleShield incorrectly or not allowing the InvisibleShield to fully adhere to the device, or the phone is receiving more wear and tear such as being carried in pockets or in a purse with a lot of items causing the InvisibleShield to lift around the edges, or perhaps under other stresses we are not aware of. If that is the case, you may want to consider a different type of InvisibleShield than what you currently have. Here are some install tips that may help with the InvisibleShield lifting. 1. Before installing, remove all cases from your watch or phone. 2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If you've got a watch, do not wear it overnight after installation. 3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along. 4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself. Installation tips link https://support.zagg.com/hc/en-us/articles/5516519013773-InvisibleShield-Installation-Tips-and-Tricks InvisibleShield Installation Tips and Tricks Below you'll find some helpful tips for installing your InvisibleShield. https://support.zagg.com/hc/en-us/articles/4417856703501-Installation-Video-InvisibleShield-EZ-Apply-for-Glass-XTR-Elite-Plus-Families We can only see one registration on your ZAGG account, so you must be purchasing your InvisibleShields from a local reseller. We are not able to waive or make any offers since all local providers are independently owned and operated. The installation fees charged by resellers provide a two-week professional guarantee that if anything goes wrong with the InvisibleShield within two-weeks they will provide another InvisibleShield and installation. We do 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 with us, 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 Customer Care Department 1.800.700.9244, or Email to help you get this set up. Our toll-free phone number is 1.800.700.9244, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time.

• Review fromTaylor N

  Date: 09/24/2024

  Received my Invisibleshield Glass Elite Privacy Apple iPhone 15 Pro (Case Friendly) and it was cracked when I opened it. Tried every which way to get a refund or a warranty-covered upgrade and got zilch back in return. Do not buy from this company, theyre certified scammers.

  ZAGG, Inc.

  Date: 09/26/2024

  We are very sorry to hear the InvisibleShield you received arrived damaged, and you were not able to reach us. We can certainly understand how upsetting that would be. We assure you we are not a scam business. Our toll-free phone number is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate the concern to our support staff who will typically email you within 24 to 48 hours. Our team responds by email Monday through Friday 9am to 7pm Eastern Standard Time. We package our InvisibleShield to make it through the different mail shippers processing and deliveries, but even though all our orders arrive safely with no damage, we do hear from time to time and InvisibleShield arrived damaged. We are not able to control how our packages are handled once a package leaves our fulfillment center. A new order has been placed for you and for security reasons we will not put that information here. Please log into your online ZAGG account and you can review the free order we placed for you. Again, we are sincerely sorry for the experience you had with the shipper and not being able to reach us.

• Review fromRobert T

  Date: 09/23/2024

  order 9-18-24 says 1-3 days to ship.. Still showing in fulfillment.Then you pay for 5-7 days mailing. Try to chat cant, then loops you in cant get phone number have to look online and last time held for over 40 minutes(prior order) Zagg when I have my earlier Iphones 6,7 and before covid was a very fast easy thing now the service and diamond status is RUST status.Ship my order or refund my $$...Either way after this current Iphone, I will not use zagg on it as again service ***** and then not going direct to us mail or *** does some other kind of mail thing is horrible too.

  ZAGG, Inc.

  Date: 09/26/2024

  We are very sorry to hear how disappointed you are in the processing of your current order and with our service. As you stated we have always been a diamond service and for this one instance you are not going to us again. We are very sorry your order took longer than normal to process. We do our best to get each and every order out as soon as possible, but sometimes there are circumstances beyond our control that may affect the normal processing time. Our toll-free number is **************, and our phone hours are 9am-6pm ET Monday through Friday, or you can reach out to our automated assistant 24/7 who can then escalate your concern to our support staff who will typically email you within 24 to 48 hours. Our email team responds Monday through Friday 9am to 7pm Eastern Standard Time. Regarding your specific order, it shipped yesterday, September 25th. For security reasons you can find your tracking number on ************************** after logging into your ZAGG account. We have refunded the shipping and handling fee you paid. Again, we are very sorry for this inconvenience, and we appreciate your patience and understanding.

• Review fromSydney M

  Date: 09/20/2024

  VERY BAD CUSTOMER SERVICE! Why isn't there a way to contact Zagg online? We are in a tech-savvy environment. For a company that deals with electronic items, having just a phone number (and not even an 800 toll free number) for customers to connect with ****************** is really bad. Most people don't have the time to make a phone call and be on hold for a long time. So, there's no choice but to contact them by phone. It sure was hard to get a hold of anyone over the phone. When I finally did, I was on hold for 15 to 20 minutes with just a generic recording choice of 'giving me 411' that I already know from their web site OR 'stay on the line'. About their online ordering: their order statement does NOT state that shipping counts from date of processing the order, not the date of the order online (I paid for expedited shipping based on order date...NOT processing order date...so, I just wasted extra $$$ for my item not getting here as expected). The customer service *** that I spoke with needs to go back to training class 101...she was VERY RUDE! I should have researched ratings/review online before ordering something from them. Reading just a few of the multiple 1-star reviews below...nice that Zagg responded; however, most of the responses have the round-about tone of 'passing the ***** and Zagg not being responsible for the outcome. Now I see why they have 1 out 5 stars.

  ZAGG, Inc.

  Date: 09/25/2024

  Thank you for reaching out to ZAGG. We are very sorry to hear about your experience with one of our agents. We will certainly investigate your concerns as we want every customer contact to experience ***************************** We apologize if you could not find how to message us. At the bottom of our main ************************** website there is a link that says Contact Us. Within that page is the option to message us which will get you to our automated assistant 24/7 who can then escalate the concern to our support staff who will email you typically within 24 to 48 hours. If you choose to call us, we do have a toll-free number **************, and our phone hours are 9am-6pm ET Monday through Friday, unless there is training in which we will be unavailable to take calls, and our outgoing message will reflect why during regular business hours our team is temporally unavailable. When you placed your order, this is the exact screen you see when you select your shipping option. As you can see, we do explain that you must allow 1-3 business days for the processing of your order, so we are sorry if you missed seeing this, because this will certainly add time onto the delivery of your order. We do not hide any information as we want all our customers to make an informed decision when it comes to any order placed with us. Shipping Method Please allow 1-3 business day processing time and 5-7 days for custom orders. Delivery to ******, ******, and *********** will need additional transit time. Shipping (Standard: 5-7 business days)$0.00 Shipping (Premium Ground: 2-5 business days)$14.99 Shipping (Express: 2-3 Business Days)$19.99 Shipping (Rush: 1-2 Business Days)$49.99 As a onetime exception we will refund your shipping and handling fee, and we hope the explanations we provided will clear up any concerns you originally had. Again, we never want a customer to go away unsatisfied with our Care Team or our processes or products because we care about our customers' experience.

• Review fromHerb H

  Date: 09/16/2024

  Can never get the bubbles out of the edges. When ordering a warranty replacement it always costs 9.99 plus tax for shipping. So not a true 100% lifetime warranty. Bought the screen crack warranty. Tried for a month to activate it. Even opened a case as you only have 30 days to activate it. We'll ***************************** register it only to receive notice I was over 30 days. Response was "so sorry you're over the 30 days." Very expensive for what I consider a subpar product. Will never purchase a zagg product again.

  ZAGG, Inc.

  Date: 09/18/2024

  Thank you for taking the time to contact ZAGG. We are very sorry to hear you are not able to get all the bubbles out after the installation of your InvisibleShield. You also mention the problems you encountered when trying to register your InvisibleShield with the screen repair protection in your direct communication with us and now you are past the 30-days and can no longer register. As explained in the communication with us on August 19th, 2024, the warranty for the screen repair guarantee is not handled by ZAGG and we are not able to assist in any way since the company Warranty Life handles this. You would need to reach out to them regarding any problems concerning the registration. See full instructions below. As for the ZAGG Limited Lifetime Warranty, the InvisibleShield is in fact free, and as many times as you should need it for the lifetime of your device, and listed below is what the shipping and handling fee covers when a warranty order is requested. 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 + tax if applicable, in the ********). 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. We apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way through our advertising. We provide thousands of customers with replacement *********************** each month and find this process to work very well and to the satisfaction of our customers. As you have a pending order, we will be happy to make a one-time exception and issue a full refund for the $9.99 you paid, once your order ships. Here are some installation tips that might help you with the bubbles you experienced along with a link where you can watch one of our videos for additional information: *************************************************** 1. Before installing, remove all cases from your watch or phone. 2. Try to install this at night right before bed. The longer it sits without being used or handled, the better it will adhere to the screen. If you've got a watch, do not wear it overnight after installation. 3. After it is installed, try laying it face down so gravity will help it stick even better to the watch or phone face, you can also lay something heavy like a book on top to help it along. 4. If there is a case, do not install it on the phone/watch for 24 hours to help minimize the chance of the case pushing up the InvisibleShield itself. How do I activate my Screen Repair Guarantee? If you purchased either a Liquid Defense Plus or an InvisibleShield from ZAGG.com and chose the Screen Repair Guarantee add-on for an additional $10-$20, when you receive your order, you will also receive an email containing an activation code and instructions. Download the free Warranty Life app from either the Apple App or ****** Play store Launch the app and enter the CODE from your activation email Follow the steps to register your mobile device and activation your Screen Repair Guarantee Keep your proof of purchase if you need to repair your screen within one year of activation This one-time activation CODE is individual for your order and is not replaceable. If you lose this activation code, neither Warranty Life nor ZAGG will be able to send a new one. You will need to verify the InvisibleShield has been installed, perform a screen test through the App to make sure there is no pre-existing damage, and take a photo of your purchase receipt from ZAGG. Once the CODE is registered you will receive a confirmation email from WarrantyLife that the $250 screen break warranty is activated. All claims are limited to a one-time screen repair up to $250, exclusions apply. Please visit warrantylife.com/zaggterms for complete terms and conditions. If you need to make a claim for a cracked screen, follow the instructions in this article. If you purchased your product while logged in to your ZAGG.com account, your purchase is already registered if you need to replace your InvisibleShield through the ZAGG warranty. However, you will notice that the product registered on your ZAGG account will only be the InvisibleShield. If you were not logged in to your account at the time of purchase, you will need to register your InvisibleShield product before submitting for a warranty. Simply follow the instructions in this article.