Jason E.

Purchased an iPhone 14 folio case instead of an iPhone 14 Pro by mistake. I literally noticed the error when i'd clicked submit. I contacted the customer 'chat' to cancel the order. Filled in their cancel order form and was assured it would be fine. Within minutes... The order went from received to processing and dispatched in several hours. I wouldn't normally complain about efficiency, but why didn't the customer service chat operator assist further? On escalating the issue, I'd received the case delivery before the customer service even responded. One email even told me there is no order cancellation form... after screen shot provided, they told me the'd request to have this removed from the web site!
I've spend months with otterbox asking for a return freight con-note as I wasn't paying for the return. I never opened the FED-EX delivery bag.
In short - Otterbox gave the run around excuses of it's not otterbox policy. They have the case returned, refunded, but they won't reply / offer a credit for the return freight ~ return freight invoice provided. I feel the customer service side let down an efficient transaction. There needs to be more accountability for order cancelation moments after completion.

1st case: *******
2nd case: *******
3rd case: *******
4th case: ******* - where i had to follow up after I was promised escalation and did not receive a reply.

OtterBox Customer Service -- Case # ******* (ongoing) - resolution request.