NLU Products, L.L.C.

Complaint: [redacted]
I am rejecting this response because:I was instructed by the business to go through your company as I was told it is your product and you warranty the product. I don't want another as I had to purchase another screen protector for my phones as yours refused to stay on my phone and would not stick. 
Sincerely,
[redacted]

BodyGuardz has a 30 day return policy.  Anything purchased from BodyGuardz.com can be returned to us within 30 days for a refund.  Unfortunately, we are not able to issue a refund for a purchase that was made through a reseller, as we did not accept the funds for the transaction and...

therefore do not have the moeny to refund.  If a product is defective then we are more than happy to replace the product.  If a customer is not happy with a product we are also happy to work with them to see if we offer a different product that would better suit their needs. As for a refund the customer would need to contact the reseller.

As explained before, in order to issue a refund we do need to receive the product back.  You stated that the product was damaged when you received it and we offered to have a free replacement shipped right away.  A refund was requested and so we issued a return merchandise authorization...

number so this could be returned for a refund.  Our return policy states that we do not cover return shipping.  Typically we ask that you return the packaging as well as the screen protector itself, but did state that this could be returned in a regular envelope with just the screen protector.  Our return policy is 30 days, but if you can return this to us by the end of the month we will issue a refund for this.

The apartment number was not included in the shipping address and so the order was never delivered.  Tracking on October 6th shows that this is was out for delivery to be returned to us, but has not been updated as delivered.  The product that was ordered was a free replacement....

 There was a $5.95 fee for the shipping.  We don't refund shipping and so there would be nothing to refund when or if the order is received back.  However, in order to receive the free replacement you do have to return the old protector within 60 days or you will be charged full price for the replacement.  Because the customer has not received this order we have noted this so that she is not charged full price for the product.  A new order can be placed at anytime with the correct address.

We offer free replacements for our BodyGuardz Pure glass protectors.  The customer does have to cover the $5.95 shipping and handling fee.  As part of the replacements policy we ask that the customer sends the old protector back within 60 days of receiving their new one.  If we don't...

receive the old protector back then the customer is charged full price for the replacement.  We state several times throughout the ordering process that the customer must return the old protector.  If we haven't received the old protector back we send a 3o day reminder email just letting the customer know that we have not received the old protector back.  We send an envelope with our return address, but it is the customers responsibility to cover return shipping.  Tracking is not required, but is recommended.  We don't have any record of receiving the old protector back and the customer was not able to provide tracking, so the customer was charged full price for the replacement.  It looks like the customer ended up contacting us when she was charged and the customer care manager ended up resolving this issue with the customer.

Tell us why here..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.

Review: Product did not protect phone and under the warranty there is a replacement fee.

On December 2, 2013 we purchased to Pureglass Screen Protectors at the AT&T store. The sales associate told us that these would protect any damage from happening to the screen and that the screen was covered with a one year warranty. The Bodyguardz website has a video that shows the screen protector in action. According to the video the tempered screen protector and the phone screen will be undamaged after falling and even undamaged after being beat with a hammer. So the video confirmed what the sales associate said about the product being able to handle extreme impact situations and that is also advertised on the product box.

On September 1, 2014 I returned to AT&T because the tempered screen protector had cracks in it and the cracks were spreading. The AT&T sales associate removed the screen protector and we then found that the actual phone screen had also cracked. The AT&T sales associate informed that since I had the protector less than a year I was still covered under the product warranty and re-printed the original receipt and told me to go to Bodyguardz.com to get my free replacement.

I contacted Bodyguardz about the replacement cracking and my phone screen cracking. I asked what my options were since I had the screen protector less than a year. I was told that they can not guarantee that no damage will be done and that they did not cover the cost of the phone screen repair. They instructed me to email a copy of my receipt and after submission I received an email with instructions to order the replacement. While going through the order process I learned that I would be charged a $12.95 processing fee. I was shocked that even under the warranty I would be charged any fee and this is not consistent with what I was being told by AT&T.

I am extremely disappointed that Bodyguardz is not replacing the protector at no cost to me and that are not covering the cost of the phone screen to be repaired. I purchased two protectors and neither protector has protected the phone from being damaged.

Desired Settlement: The settlement I am seeking is a replacement screen protector at no charge and $75 to cover the phone screen repair.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/09) */

Contact Name and Title: [redacted] Customer Support Manager

Contact Phone: XXX-XXX-XXXX ext [redacted]

Contact Email: [redacted]@BODYGUARDZ.COM

At BodyGuardz we strive to provide the best customer service and products available. We believe we have been honest with the customer and have adhered to the policies we have set forth with regards to the replacement of our product.

Below, you will find the transcript of the online chat we had with the customer:

[redacted]: Hello, how can I help you today?

[redacted]: Hello. I have the ScreenGuardz Pure Screen Protector and the Protector and my phone screen are both cracked

[redacted]: I have had the screen protector less than a year and would like to know what my options are

[redacted]: I'm sorry for the delay. I'll be right with you.

[redacted]: okay

[redacted]: I will gladly take care of your registration for you, can you please send me an image of your receipt to [redacted]@bodyguardz.com include your first and last name. Once we receive that we will create you an account and add your replacements. We will then respond back to you through Email with instructions on how to log in and order your replacement.

[redacted]: I will email a copy of the receipt. What about the actual phone screen?

[redacted]: BodyGuardz is not liable for the screen of the device itself

[redacted]: I was told that this protector will prevent any damage to the screen and that did not happen

[redacted]: That is the idea of the Pure, however we are not able to claim that the Pure will protect the device in every situation.

[redacted]: Its just hard to say

[redacted]: I'm still a little confused even the advertisements on your site promote that even with the use of a hammer it will not break.

[redacted]: I have emailed the receipt in

[redacted]: I can completely understand your frustration. No one wants a damaged screen. We know that feeling, which is why we're so passionate about providing products the help protect from that. Please know how disappointed we are that this happened. While I stand fully behind the fact that ScreenGuardz Pure is the toughest and best-quality screen protector available, hopefully you can understand that we can't claim to protect your screen from any circumstance. It's just tough to judge.We do not try to deceive our customers with our videos in any way. The demonstrations performed in the video are real and designed to show the protective nature of our products. We do not release products that do not stand up to the tests we perform.

[redacted]: When can I expect to receive the replacement

Brittany: 3-5 business days from the time that you place the order.

[redacted]: Hello, how can I help you today?

[redacted]: I believe I was just speaking with you and got disconnected. It was in reference to getting a replacement

[redacted]: To order a replacement, simply log in to your account from BodyGuardz.com. Once you are logged in scroll down to the bottom of the page. Under the "Company" section click on the Advantage Program. This will bring up your replacements. You can then add your replacement to your account and check out from there.

[redacted]: I am online going through the process as stated in the email. It appears to be charging me for the replacements

[redacted]: Yes you will have to cover the P&H for the replacement .

[redacted]: Why I am incurring any fee to replace the product

[redacted]: Because the Pure breaking is not a defect in the glass.

[redacted]: The Advantage Repalcment Program is not free and you will have to cover the P&H fee to have it replaced

[redacted]: Due to false advertisement, I will filing a complaint with the Revdex.com

[redacted]: When/where were you false advertised?

[redacted]: We do not advertise free replacements

[redacted]: We also do not claim that the Pure will protect your device in every situation.

[redacted]: LIMITATION OF LIABILITY

BodyGuardz shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the materials on this site or the performance of the products, even if BodyGuardz has been advised of the possibility of such damages. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.

[redacted]: Again Due to false advertisement, I will filing a complaint with the Revdex.com

In an effort to resolve this issue with the customer, BodyGuardz is wiling to replace the ScreenGuardz Pure, free of charge. As for the screen of the customer's device, they will need to contact the manufacturer of the phone regarding the breakage of the screen as the device and screen are manufactured by them and they should have a separate warranty for their product.

Initial Consumer Rebuttal /* (2000, 7, 2014/09/17) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Although not completely satisfied. What steps do I need to take to receive the replacement free of charge?

Bodyguardz product doies not do what it claims and it does not stand by their product. It does not protect the phone. My phone broke before the guard did. Not what it claims to do. Customer service is shoddy at best. They are not on line when they say they are and you get no response until you dig for the phone number to call them. Would not buy EVER again!

Review: The product claims to be extreme impact & scratch protection for phone. It cracked after 8 days with no known cause. Company will not reimburse.

This product is a screen guard that I bought at the same time I bought my new phone. The product claims to be "extreme impact & scratch protection" for my phone and that it is "chemically treated for maximum strength" (quoted from package). It cracked in several places after 8 days, with no known cause. I have been extremely careful; being it is a new phone. When I bought the guard, the salesperson told me that it had a one year warrantee and that it is smudge resistant. The company said that the warrantee is for manufacturers defects only that and it must have come in contact with something (?) and they will not reimburse. It also smudges; the company said it will smudge, depending on if you have something on your hands. I asked why it smudged after I wash my hands and they said it does that sometimes.

They told me that if I ship it back with a check for $12.95 (for shipping and handling) they will send me a replacement. I told her I didn't want to have to do that every 8 days and that I wanted a reimbursement. She also told me that the guard is to protect the device and that is what it did.

I think that it is very sad that a company can produce a product that breaks after 8 days, and the company can just claim that "It does that sometimes". Desired Settlement: $37.10 refund (PA sales tax included)

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/22) */

Contact Name and Title: [redacted] Vice President of Operations

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@bodyguardz.com

Thank you for contacting us. We apologize for the issue you are experiencing.

In order to begin an investigation into this matter, we need your BodyGuardz.com order information to verify proof of purchase.

Unfortunately, we are unable to locate your order or customer information in our system under the name [redacted] or [redacted]@yahoo.com. Will you provide us with the order number associated with this purchase?

Also, we will need the product returned to us to determine the cause of the alleged product failure.

We appreciate your assistance in resolving this issue.

Review: I purchased the bodyguardz screen protector because it stated there was a lifetime warranty. I had it for a month and it has already cracked.

I purchased the bodyguardz screen protector when I purchased my new iPhone 6 because it stated on the box that there was a lifetime warranty. The rep who sold it to me also told me there was a lifetime warranty in case it cracked or anything. Within a month the screen protector had already cracked, and bodyguardz wants me to pay $12.95 + s&h to replace it. I didn't spend $35 on this product with the intent to have to replace it a month later and pay for it. Had I known what poor quality it was I wouldn't have spent $35 on it. I could have gotten one for $8 that was clearly the same quality. I paid that much for the advertised "lifetime warranty". When I contacted their customer service they told me that sometimes that happens and that if I wanted it replaced I'd have to pay the $12.95. I have been extremely careful with my phone as it is new so I haven't dropped it or anything. I have no idea how the screen protector cracked. I was very unimpressed with the lack of customer service I received from bodyguardz.Desired Settlement: I want a full refund as this product is poor quality and I think the company has horrible customer service. I do not want to do business with them again.

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/18) */

Contact Name and Title: [redacted] Customer Support Manager

Contact Phone: XXX-XXX-XXXX ext [redacted]

Contact Email: [redacted]@BODYGUARDZ.COM

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. 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 the customers device was protected.

Anything not considered a defect in the product will be covered under our Advantage Program. BodyGuardz offers lifetime replacements through our Advantage Program. The customer can replace their protector at anytime and for any reason and there is no limit to how many times you can replace your protector. The replacement fee of 12.95 will cover the shipping and handling (within the US) as well as the cost of the new protector. "Low cost replacements" is clearly stated on the box as well as the information provided inside the BodyGuardz package.

Unfortunately, since the customer did not purchase through the BodyGuardz website we cannot issue a refund for the Protector, as AT&T processed the transaction, they would be the only one that could refund the customer the money. We apologize if the customer was given false pretenses at the AT&T store. BodyGuardz offers trainings to all the AT&T locations that sell our protectors, unfortunately the training is not mandatory, and is only completed with the approval of a store manager.

We are truly sorry to hear this about the customers Pure. We will gladly have a one time free replacement sent to the customer, please have the customer respond with her shipping address.

Thanks,

Review: On February 21, 2015, I purchased BodyGuardz Pure Tempered Glass Screen Protector. I was specifically told that in the event of a phone drop/fall, the screen protector would absorb the impact and shatter preventing my original phone screen from shattering, this did not happen. My phone was dropped on March 1st and my phone screen shattered. However, no damage was done to the screen protector, except for a few scratches. This product did not deliver it's service and do what I was promised it would do. I had to file a claim with my mobile insurance to replace the phone and was responsible with paying out of my pocket. I contacted BodyGuardz to file a compliant and express how dissatisfied I was with the product not doing what I was told it would do. They simply told me they are not liable for impact protection in every situation. However, their website shows video demonstations on the product supposedly providing "extreme impact and scratch protection", their product failed to do so with my phone.Desired Settlement: I am requesting to be reimbursed for my out of pocket expenses for having to replace my damaged phone - $199 phone insurance deductible.

Business

Response:

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.

Review: I bought this product at an At&T store and it broke within 1.5 weeks. Now no one wants to give me my money back.

I bought a screen protector for iphone 6 and was told it was under a lifetime warranty. The item broke within 1.5 weeks. I contacted the bodyguardz website and was told they would not give me the 30-day money back guarentee because I did not buy it directly from the website, that I would have to contact the store. The store also refused to refund my money. So I pretty much spent 35 dollars for a product that lasted 1 1/2 weeks.Desired Settlement: I simply want my money back for the faulty product. I will even return the screen to them.

Business

Response:

Contact Name and Title: [redacted] Customer Support Manager

Contact Phone: [redacted] ext [redacted]

Contact Email: [redacted]@BODYGUARDZ.COM

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. 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 the customers device was protected.

Anything not considered a defect in the product will be covered under our Advantage Program.

Unfortunately, since the customer did not purchased through the BodyGuardz website we cannot issue a refund for this.

We are sorry to hear this about the customers Pure. We will gladly have a one time replacement sent to you this , please have the customer respond with her shipping address. Please be aware that the Pure breaking is not a defect in the glass, and in the future they will have to go through our Advantage Replacement Program.

Thanks,

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

I do NOT want a replacemnt for a "processing fee" because that is costing me more money for a product I am not happy with. I do not want to spend another cent on this company. I want to return thier screen protector and get my money back.

Business

Response:

We apologize for any confusion in our response. We are not asking the customer to purchase a replacement, we will gladly have a free replacement sent to the customer to resolve this issue.

Review: Bodyguardz Pure Screen Protector causes screen to become unresponsive.

The screen protector can not be used for the purpose as what it is intended for. It apparently may be too thick to register screen presses on the LG G3. I reached out to the company and was told basically, since no one else is complaining, this is not an issue with the product. I have informed them that there are other complaint's on user forms, but they refuse to look into it. I initially just wanted them to reach out with the LG in homes of letting them be aware of an issue and possible firmware update, but because of there attitude, I want a refund. I did not purchase direct from them, but thru amazon who is dealing with another party. Because the protector is not psychically defective, they said to contact the manufacture.Desired Settlement: I have purchases many protectors from this company before (other phones) and have had no issues. Because of there attitude they have lost my business and I will share my experience publicly. I want a refund.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/14) */

Contact Name and Title: [redacted] Executive Secretary

Contact Phone: [redacted]

Contact Email: [redacted]@bodyguardz.com

We were contacted by Mr. [redacted] On August 7, 2014 stating that his recent purchase from Amazon and another vendor who carries our products, was having a sensitivity issue with his LG phone. We were very concerned with his feedback and immediately tested our pure products on an LG phone. In doing so we found no issues. Unfortunately, we cannot control the sensitivity of the screens of any device.

We stated our findings through an email to Mr. [redacted]. We also offered, even though he bought his device from Amazon and

another vender and not directly through us, that we were sorry for the inconvenience this may have caused him and offered to send him another Pure at our own cost. He did not except the offer. We also via email asked him to call our Customer care manager directly and he did not respond or contact us.

We are very sorry for any hardship this has caused Mr. [redacted]. But we do not feel like this is an issue with our product, but with the phone itself. If he is still willing to work with us, I'm sure we can come up with a solution to make him happy.

Thank you for giving us the opportunity to state our case.

Sincerely,

Executive Secretary

Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I do not recall them offering to send another protector, which I would have excepted because my old one hade to be removed in order to test (Of which it has no issues without one). If they want to send a replacement fine. As for calling in to speak to someone, what for? As the rep I was speaking to by email made it pretty clear they don't see an issue and had the attitude to "move on". I even pointed out that others with this protector are having the same issue and can point them to the user forums. I understand they can't control the sensitivity of phone screens but they do control the sell of a product they market as working with a particular device.

Review: After I bought the Body Guardz screen guardz pure tempered glass for my galaxy S4 active, it started coming off. It has gotten bad now. When I bought this, I looked at there web site, and it says, "lifetime replacements" on there home page. It was that lead me to buy there product. When I tried to file a claim under the warranty, I was told there is a $12.95 fee. Again, I had problems since the start. The box says, "worry free installation". I had nothing but troubles as it is coming off. All these are false advertising and refusing to honor there warranty. Nothing on the home page on there web site where it says "lifetime replacements", does it say with a fee. This is clearly mis-leading. They are selling something that does not work and re-selling it when it fails to make more money from you. My wife has a galaxy S5 active, and her glass cover is coming off hers now. That's two phones, to glass screens and both are coming off.Desired Settlement: Request replacements at zero cost.

Business

Response:

BodyGuardz offers lifetime replacements through our Advantage Program however, these replacements are not free. the Customer 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 of 12.95 will cover your shipping and handling (within the US) as well as the cost of the new protector. As stated on the box, BodyGuardz offer "No Hassle- Low cost replacements. We have never advertised free replacements.