OtterBox was founded in 1991 by Curt Richardson. Working out of his garage, he made a completely waterproof box for electronics. After realizing that many electronics would need cases to protect them, he started his own company in 1998. His first products were created for iPods.
OtterBox makes cases and covers for most electronics, including cell phones and tablets. The company sells its cases in almost every electronic store, department store, as well as most online retailers, such as Amazon, Samsung, Google, and Apple. The company acquired case manufacturer LifeProof 2013.
The company has grown tremendously, going from 70 employees in 2009 to more than 550 employees in 2015 and increasing annual revenue from $347 million in2011 to $2 billion in 2015.
I have been a loyal otterbox owner for years. I called as the defender case my son has was peeling and the plastic broke around the edge. I called several times and tried to follow the instructions given. Then I was told I had to send in the case so they could examine it. (I wish I ould attach the picture here) never the less. I am not leaving my son with a new phone to get broken . One of the employees stated to me that she felt a 14 year old should not have an expensive phone. Great customer service! Just bought a cheaper vase for him to pitnon his phone and will see if they replace his case.
Also to be completely honest I asked them to help me out as the commuter case I bought for my Samsung note 9 has a weakness. The corner where the stylist is housed does not have enough rubber to fully cushion that corner and it cracked the corner of my phone. I even offered to pay the difference. I was told, NO!
Same complaint. I have been trying since March of this year 2021 to get a new COMPLETE case to replace the one I originally purchased in 2019 because the little “empty rectangular” piece that goes around the phone and snaps into place (1st part you put on) got broken. I have ordered a new one and it is ASSEMBLED IN CHINA and was delivered without the 2 MIDDLE PIECES. I called corporate office in Fort Collins, CO and spoke with a lady named Pam who said she would have my new Otterbox replaced and sent out. So, I get the new one today, and SAME STORY; only the base (very bottom piece) and Holster arrived. THAT IS NOT WHAT I NEED. Terrible CUSTOMER SERVICE, or should I say NO CUSTOMER SERVICE.
I had been looking for a Pixel 3 Defender since I pre-ordered my phone. I could not for the life of me find it on the website, or anywhere else for that matter. Finally, the day before my phone arrived I found it however for the Pixel 3 it is now a screenless edition. I liked the Defender because of its complete protection (including the screen protector). But beneath the case on the OtterBox website it said that with a purchase of a mobile phone case, you got a free Alpha Glass screen protector! I went on YouTube to look at Alpha Glass and watched a fire cracker get lit off on it and the phone beneath was fine. Good enough for me. I ordered my case but on the order it didn’t say that the screen protector had been added. So I called OtterBox customer service and asked whether the screen protector had been added to my order and I was told that not only had it not been ordered, they didn’t even make a screen protector for a Pixel 3! So I told the representative that I no longer wanted the phone because I wanted a case with a screen protector and I wanted my order cancelled. I was told that it couldn’t be cancelled because it had already been shipped and that I had two options, 1. Take the case to the post office and send it back which would take 8-10 business days and then it would be another 8-10 business days for me to be refunded the money that they had taken with 15 minutes of my purchase. I asked to be put through to a supervisor because the representative I spoke to was very nice, but couldn’t help me. When I went through to the supervisor I was told that not only did they not make the screen protector for my phone case, I would have had to go in separately and add the screen protector (which they don’t make for my phone) to my order. I was incredibly frustrated by what was an issue that I felt was down to misleading advertising on the website and even more frustrated by the lack of customer service in resolving the situation. I will not be dealing with OtterBox in the future. I used to consistently use their products, but this experience and the complete lack of discretion used by, or available to these “customer service” representatives has completely soured me to this company. I cannot (will not) use my new phone until I have a solid protective case, and now I have to wait even longer because of this incredibly misleading promotion.
I spoke with Ian who stated he was the customer care coordinator. I was totally disappointed because the case I ordered was the wrong color based upon the website. The order I place from my company stated I can order a free case and the RMA stated I can return within 30 days of the order which was 10/25/17. Ian stated he could not offer another free case because of the wrong color and it was for the wrong size phone. I believe otterbox would like to please all customers and when I received the wrong color he was not willing to listen or to adhere to your RMA guidelines or the free card promo. The order number was 06653040. I hope you can accomodate me by receiving the returned item and me receiving the correct case free of charge as stated on the card.
I’m 67 years of age, and I must say, talking to two women in two days I’ve never had such good service in my life. What ever your doing, keep it up. Thank you very much, you definitely deserve this kind of review.