NLU Products, L.L.C.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The response is what I wanted but no one could give that to me before. They kept saying that I still needed to return the product and pay for shipping. Thank you for your help. I just felt like it shouldn't have come to this after emailing the company and calling. 
Sincerely,
[redacted]

BodyGuardz offers "lifetime low-cost" replacements, but they are not free.  We also state on the box that we offer "low cost replacements".   There is a one-year limited warranty on this product that will cover any defect of the actual product.  However, the warranty is voided if the...

phone is dropped or the screen protector has been removed.  Anything not considered a defect in the product will be covered under our Advantage Program.  This will allow you to order a replacement for your protector at anytime and for any reason.  There is a small processing fee for this replacement that will cover the shipping and handling.   The idea behind the BodyGuardz Pure is to protect the screen on your device.  The Pure is made from a tempered glass, and can break depending on what it has come in contact with, but again the idea is that your device is protected.   We apologize for any misunderstanding or miscommunication there may have been surrounding this.  Please let us know if you have any questions about the warranty or the Advantage Program and we will be happy help explain this further.

BodyGuardz offers lifetime replacements through our website.  When a customer purchases a product from bodyguardz.com or from an authorized reseller they can then register the protector on our website to be eligible for replacements.  The replacements are free and then the customer just...

covers the $5.95 shipping and handling fee.  As part of the replacements program the customer does have to send the old screen protector back within 60 days of placing the order for a replacement.  The replacement protector that they order from our website will come with an envelope to send the old protector back with.  We do not require tracking when sending these back but do recommend it.  Anyone can create an account on our website and register for replacements and order a new protector for $5.95 without ever having purchased our product.  This is one of the reasons that we ask for the old protector back.  We state several times throughout the order process that you have to send your old screen protector back within 60 days of placing your order or you are charged full price for that replacement.  You also have to check a box before you can even submit the order that says you agree to the terms of the advantage replacements policy.  If we have not received your old protector back we do send a 30 day reminder email to let you know that we have not received it and that you have 30 more days to send the old protector back or you will be charged full price for the replacement order.  If we do receive the old protector back we send you a confirmation email just letting you know that you will not be charged.  The customer placed an order on November 20th, for a replacement and we never received the old protector back and so he was charged full price for that replacement on February 1st.   Please let us know if you have any additional questions. Best, Customer care

Revdex.com:If they actually refund my money back I will be satisfied, however, Just so you/they are aware this was the last response I received from this company:It did not say that they had to wait for the bank to clear, they said they could do nothing.New reply for the ticket #[redacted],I'm sorry.  Once it is turned over to the bank, there is nothing we can do.Best,Kris S[redacted] Customer CareBodyGuardz
So if they in fact give me my refund, I will drop the issue.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:  it is clear that this company is bogus and deceptive.  They offer a lifetime warranty but don't tell you that they don't stand by the product and if it fails in two months, then buyer beware.  They don't tell you that their product free 'replacement' costs more than half of the cost, and when I say I just want a refund from this faulty product, they refuse.  They got my money, and they will probably get many more, but I hope that some buyers will see this and realize that this company is a loser with a lousy product to sell and a business ethic that is worthy of the best on Wall Street.  "I'll get mine and I don't care who I screw."  Hope you get some good sleep tonight.  It was a small theft that you did on me, but a theft, none the less.  
Sincerely,
[redacted]

The BodyGuardz Pure Arc is designed to protect the screen on your device. The protector is made from tempered glass, but it is still glass and can still break depending on what the protector and phone come in contact with. But the idea is that the protector breaks and takes that damage and abuse...

instead of your phone. So the glass breaking is not considered a defect.We do have a 30 day return policy, but this applies to order purchased through our website.  Products purchased through a reseller will need to be returned to the reseller as they are the ones who accepted the funds for the purchase of the product.  If you would like a replacement screen protector we would be happy to replace this for you free of charge this one time.  Or if you would like to try our UltraTough protector we would be happy to have this shipped to you instead.  The UltraTough protector is a polyurethane film.  It will not offer any impact protection, but will protect the device against scratches.  This protector is a flexible material and is not glass so it will not crack like the BodyGuardz Pure can.  If you would like a replacement please email us at [email protected].  We would just need to see an image of your receipt.  Please also put ATTN: Ashley and include your shipping address and we will be happy to have replacement shipped to you.

I accept the free replacement to cover the money spent on product. My address is [redacted]Thanks 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I feel that the charge is excessive and nothing more than a way of recovering their cost of the replacement item. I buy from overstock and Amazon  and Ebay so I see shipping charges all the time. This item could be shipped via the Postal Service for next to nothing.So far as you competitors are concerned, while it is a different product I have rece'd replacement products from both [redacted] and [redacted] without ever having to pay a penny for shipping or anything else. They both say the product is guaranteed for life with free replacement if need. That's exactly what I get from them. I have no desire to pursue this any further. I learned a lesson and it taught me that you are not a ompany I want to deal with and I will tell everyone that I get the chance. Rest assured I will tell it like it is but I don't think you product would sell so well if people knew up front that the free replacement would cost them more than half the cost of the device originally paid.You win the dispute but you lose the customer in the process.
Sincerely,
[redacted]

BodyGuardz offers an Advantage Replacement Program for the lifetime of the device. However, the replacements are not free. We do this so our customers would never have to pay full price for another screen protector. The customer is responsible for a processing and handling fee. This is a great deal...

and something none of our other competitors offer. As a Customer Support team, we take integrity extremely seriously, so please know that our intention was never to mislead you in any way. As for the refund unfortunately, since your order was not purchased through our website we cannot issue a refund for this per our return policy. You will need to contact the reseller,  as they are the ones who accepted the funds for the transaction and will have a separate return policy.Please let us know if there is anything else that we can assist you with.

To whom it may concern,We received an email from this customer on February 11th, 2018.  I do show that we responded to her on February 13th, explaining what this charge was for.  We do keeps logs of all phone calls we receive and I was not able to find a call from the number she listed...

above.  In her email to us she mentioned calling us at the number 801-331-8184 and left a message.  This is not our number which is most likely why we don't have record of a phone call.  BodyGuardz offers free replacements on our screen protectors.  Once a customer has purchased a screen protector at full price from either or website or from a reseller they are then able to register that on our website and order replacements for that.  The replacements are free, but the customer does cover the $5.95 shipping and handling fee.  We don't require proof of purchase when you register or order a replacement so we do ask that once the customer places an order for a replacement that they send their old screen protector back within 60 days of placing that order. The replacement protector that they order will come with an envelope for to send the old protector back with.  If we don't receive the old protector back within this time then the customer is charged full price for that order.  Throughout the order process it is stated several times that you have to send the old protector back within 60 days or you are charged full price for that replacement order.  You also have to check a box stating that you agree to the terms and conditions of the Advantage Replacements policy before you can even complete the order. So we do our best to get the word out there regarding that.  If we haven't received the old protector back within 30 days we send a reminder as a courtesy that we have not received the old protector back and if we don't receive it back within the allotted time then you will be charged for that replacement. The customer placed an order on November 26th, for a replacement protector.  We never received the old protector back and so the customer was charged full price for that replacement.  If the customer contacts us before the 60 days are up we are happy to work with them on a solution so that they are not charged.  We are willing to make an exception since this is the first replacement for the customer.  If she can email an image of the receipt showing the original proof of purchase from AT&T we are happy to refund that charge for her.  She can email that receipt to [email protected] and reference the order number [redacted].  AT&T will usually have these receipts on file and can usually email a copy to the customer.  Please contact us with any additional questions. Best,Customer Care

Complaint: [redacted]
I am rejecting this response because your product's deficiencies was the cause of damage to my phone. I was misled into purchasing your product because of the implied quality through the review system for the product on your bodyguardz.com site. However, it appears your company pulls and deletes any negative feedback. I have tried posting a negative feedback twice and have had that very same review pulled twice as well. This deception falsely implies that the quality of your product is flawless, when in fact the deficiencies in the screen protector was why my phone was damaged in the first place. Upon reading more reviews from amazon, it appears there are quite a few other disgruntled customers whose phones were damaged by what your screen protector lacks, which is the very same comprehensive protection that your website and AT&T touts.
Sincerely,
[redacted]

We studied the Samsung Galaxy S7 before we specially designed this cut for our glass protector. We were challenged by the way the screen curves down on each side of their device and we had to design and engineer our Pure glass protector to work with Samsung’s design.  We chose to design this...

protector to cover the entire screen of the device rather than a skinnier protector that cuts through the screen and interrupts your experience with the device.  Our design provides the best edge-to-edge protection as possible.  Because the glass protector is flat and the screen on the device curves slightly towards the edges the glass protector cannot bend to accommodate the curve.  Because of this there will be a thin semi transparent halo up and down both sides of the protector.  We do have an UltraTough protector and would be happy to send you a protector in this material.  This is a polyurethane material and is flexible so it can bend to accommodate the curve of the screen.  If you would like this please contact us with your shipping address and we will be happy to have one shipped to you.

Thank you for contacting us! We apologize for the confusion, BodyGuardz offers an Advantage Replacement Program for the lifetime of the device. However, the replacements are not free. We do this so our customers would never have to pay full price for another screen protector. The customer is...

responsible for a processing and handling fee. This is a great deal and something none of our other competitors offer. As a Customer Support team, we take integrity extremely seriously, so please know that our intention was never to mislead you in any way. Please let us know if there is anything else that we can assist you with. We truly appreciate your business and support.

Thank you for contacting us! The Pure breaking is not a defect in the glass. The Pure is made from a tempered glass, and can break depending on what it has come in contact with. The Idea of the Pure is that your device was protected. We're so sorry for your frustration and can definitely...

understand where you're coming from. We do, however, stand behind our claim that ScreenGuardz Pure is the best and toughest screen protection on the market. That being said, it sounds like our UltraTough ScreenGuardz might be a better fit for you. They do not offer impact protection, but are fantastic scratch, film protectors. Hopefully this helps. Thanks again!Brittany

We can completely understand the Customers frustration.  No one wants a damaged screen.  We know that feeling, which is why we're so passionate about providing products to help protect from that.  Please know how disappointed we are that this happened.  We take great pride in the...

success of our products in protecting mobile devices, but we can in no way guarantee or warranty that our products will protect devices from all damage.  We do not repair or replace phones that are damaged when protected by our products.  We make no statements to that effect on our packaging or in any other materials or information we provide to our customers, nor is such a conclusion implied in any statements we do make.  Rather, we affirmatively disclaim any such liability.As we are the manufacturer of the ScreenGuardz Pure, we will replace our product. Please respond with an image of the damaged device with the Pure removed as well as proof of purchase for the Pure. Please be sure to include your shipping address. As for the screen of your device, please contact the manufacture as they manufactured the device and have specific warranties for their product.Thank you,Brittany

We offer free replacements to our customers, but the customer is required to pay for the shipping charge of $5.95.  In order to qualify for free replacements we ask that you send the old protector back.  We send a return envelope with our address, but the customer is responsible for...

shipping the protector back to us.  The Advantage Program is clearly outlined and designed to protect those who have paid full price to purchase the product.  Unfortunately, people do try and buy a second protector for $5.95 and not a replacement.  We also ask that the old one be sent back to prevent fraud by some who try to purchase the free replacement and then turn around and sell the product on Amazon, ebay or other discount sites.  Unfortunately, we have no record of receiving this old protector back.  This was not sent back with tracking so there is no way to verify that this was received.

We do state on the box that we offer low cost lifetime replacements.  There is a one year limited warranty that will cover any defects in the workmanship or materials.  The protector is made from tempered glass and designed to be stronger than regular glass, but it is still glass and can break depending on what the protector and phone come in contact with.  But the idea is that the screen protector breaks and takes that damage and abuse instead of the phone.  So the protector cracking is not considered to be a defect and not something that would be covered under the warranty.

Complaint: [redacted]
I am rejecting this response because:After accepting the company’s offer to send a pre-paid label to return the product they called and withdrew their offer. They stated the reason is because of the dispute with American Express which they knew about from ongoing complaints. The company representative said they are going to dispute the charge back from American Express and if there was a refund they would minus the $25 merchant dispute fee from the refund.I called American Express and updated them on the situation, American Express informed me that the merchant cannot pass the merchant dispute fee on to customers. The refund must be for the disputed amount of $44.95. If they do not refund, American Express said I can reopen another dispute and the merchant would be charged the merchant dispute fee again. The merchant fee is in place because the company did not do their job and take care of the customer. 
Sincerely,
[redacted]

BodyGuardz offers free replacements through our website.  We don't require proof of purchase to order a replacement so anyone can create an account on our website and register a product and then order a free replacement for it without ever having actually purchased the product.  This is...

one of the reasons we ask that the customer send the old protector back within 60 days.  If we do not receive the old protector back within 30 days we send a reminder email.  Tracking is not required when sending these back, but we do recommend it.  Unfortunately, we never received the old protector back from this customer and so they were charged full price for the replacement.  In order to verify proof of purchase we asked to see an image of the original receipt.  Once we received this back we issued a refund for 50% of the charge.  The refund was processed on our end and completed by our accounting department on September 7th.  Time will vary depending on the customers bank as to how soon the credit will show back on the customers account, but it is typically anywhere from 5-7 business days. If you have any additional questions please let us know.

[redacted], We truly apologize if you were misinformed. BodyGuardz offers lifetime replacements through our Advantage Program however, these replacements are not free, this is also clearly stated on the box, No Hassle, Low Cost replacements. You can replace your protector at anytime and for any...

reason and there is no limit to how many times you can replace your protector.  The replacement fee will cover your shipping and handling (within the US) as well as the cost of the new protector. We do this so our customers would never have to pay full price for another screen protector. The customer is responsible for a processing fee and shipping and handling. This is a great deal and something none of our other competitors offer. As a Customer Support team, we take integrity extremely seriously, so please know that our intention was never to mislead you in any way. Please let us know if there is anything else that we can assist you with. We truly appreciate your business and support.