Zizo Wireless

Zizo Customer Support has attempted to assist the customer. We believe the customer might have purchased the wrong case for their phone model. We asked for additional information such as the picture of the case's packaging with item label and a screenshot of the customer's full phone model number,...

however, none of this information was provided to us.  Without the customer's cooperation we were unable to assist them. They are more than welcome to return the item for a refund.Sincerely,Zizo Customer Support

Our ION cases itself are military grade drop-tested however,
if certain pressure is applied to the phone while the case is inside the phone,
it is possible for the phone to sustain damages. In addition, add-on items,
which includes the tempered glass screens and holsters, are not advertised as
military grade drop tested and while having a case can add additional
protection to a phone but once again, it is not a foolproof way to prevent damages. If the
phone was installed incorrectly in a case, it can also cause damage to the
phone. We can provide the customer with any replacements to their
add-on items or case in the case bundle however, we are unable to provide a
reimburse for any damages to a customer’s phone. In regards to this specific
order, the case was purchased and shipped through a different seller.
As such, we cannot provide a refund for the item returned so the customer must
contact their respective seller to receive the refund.
Sincerely,
Zizo Customer Support

According to our return policy, if a return is made the customer will receive a refund in the form of a store credit. We are not responsible for any missed form of communication that the customer did not receive/misplaced.

Hello,We were in the midst of assisting the customer but we did not receive a response. We went ahead and refunded the customer the whole amount of $7.99. Thank you for your time. Sincerely,Zizo Customer Support

I am rejecting this response because: the item was not received by any one in the house. Furthermore a partial refund of 5.34 for less than half of the expedited shipping fees. They can respond by telling lies but they think happened and what factually happened are 2 different things.

Hello,   The customer ordered the wrong item. They are more than welcome to exchange it or return it. If the customer chose to exchange it, they would have to pay return shipping, however we cover the costs of shipping the product to them again. The customer demanded a refund, however we...

are not able to refund an item until the product has been returned. Thank you for taking the time to look into this.Sincerely,Zizo Customer Support

We're very sorry to hear about that. After further investigation into the case, Zizo Customer Support has not received any emails from the customer. If the customer did receive the incorrect case, we will gladly assist the customer further an d provide them with a refund or replacement for their...

order. Please contact our Customer Support team at [email protected] with your Name and Order # and we will make sure to assist you with this concern. Thank you,Zizo Customer Support

I am rejecting this response because:  The product is not shown or described as being able to separate into different sections.  Once the rubber part separates from the rest of the phone case there is no way for the phone to even stay in the case.  Also, I first requested a second replacement and was denied but offered a 70% discount but I would still need to pay S&H.  I asked them to please review again  my emails and photos and to allow a refund.  Their response was that I was over the 30 day warranty and to let them know if I wanted the discount code.  I was refused a refund.  Zizo Wirelss did not ask for the case to be returned.

I am rejecting this response because:
Again the manufacturer is insinuating some sort of mis-use of the items or the phone. This is simply not true. I did not use this item is conjunction with any "add on items " instead only used the pieces they sold me together as 1 unit. The only thing that put to much "pressure on my phone or my screen was their defective product. I literally had this item sitting on my desk at work and watched as it cracked further and further, and watched as it rendered my $800.00 phone completely worthless. I was then scared to remove my phone from their defective product as I was afraid removal would cause further damage...and what do you know when removing their defective product from my phone it literally took chips of glass out of my cracked screen.Their refusal to cover damages made directly by their defectively manufactured item and their willingness the "victim blame" shows me that perhaps my only recourse is to get an attorney and file for damages.

Our company does not provide nor advertise any warranty or
reimbursements for physical damages to customers’ phone itself. Although our
cases are military grade dropped tested in a lab, it is not indestructible. Furthermore,
our add-on items, which includes the tempered glass screen, are not advertised
as military grade drop tested, only our cases are. Depending on the the
situation that led up to the phone’s fall, its momentum, and its impact with
the ground or another object, it is possible for the case, add-on items, and phone to sustain
damages. While having a case can add additional protection to a phone, it is
not a foolproof way to prevent damages. We can gladly provide our customer with
any replacements to the add-on items and case purchased if they are still
within the 30 Day Warranty.  However, we
cannot be liable for any damages sustained 
to the physical phone itself. Sincerely,Zizo Customer Support

Sorry to hear about your experiences. Our company policy is to provide store credit for all returns processed through [redacted] and that is provided to our customers on our Returns & Exchange Policy page. The return policy link you have provided us is outdated and is from an old clause....

It is not connected to our main Returns & Exchange Policy page. At this time, we will provide the refund of $34.99 out of seller goodwill. You can expect an email regarding your refund.Sincerely,Zizo

We have a 30 day return/exchange policy. We do not control e-commerce marketplace search results. If you purchased the wrong item, you are more than welcome to exchange it. If the product was broken, you would receive a replacement - however you wanted a different phone model and wanted to exchange...

the product altogether. Our policy states that we will accept exchanges within 30 days of product ordered, and we cover the shipping of sending the product to you again - however you have to pay return shipping.

Unfortunately it is up to the customer to make sure what they are ordering is for the correct phone model and detail pages. A lot of factors can factor search algorithms. Also, the 30 day return policy is clearly stated in our return/exchange policies. We can still return/exchange it for you - however you will be deducted a s&h fee plus a re-stocking fee.

Hello,   Unfortunately the item returned was in used/damaged condition. Our policy states that items returned used/damaged will be subject to a damage/restocking fee. Which is why the full amount was not refunded in terms of store credit. I apologize for the inconvenience. If there is...

anything else we can do for you, please let us know! Sincerely,Zizo Customer Support

Thank you for reaching us! Sorry to hear about your experiences. Please note our return policy is to provide store credit for our returns. Please make sure to read all terms and conditions before purchasing from any online store. In this case, we will go ahead and provide you with a full refund out...

of goodwill. Sincerely,Zizo Customer Support

I am rejecting this response because:
There is nothing indicating 30 day warranty. On your site I just screen shorted your warranty pic. And says 1 yr MFR defective pin falling out of clip on it's own is obviously not my doing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12212851, and find that this resolution is satisfactory to me.

I am rejecting this response because it is not a matter of not receiving the email, although I did not get the final one you said was sent. It is a matter of how your response stated "Good news! Your refund has been processed! Please allow 24-48 hours for it to show up on your original payment method. If there is anything else we can do for you, please don't hesitate to ask." which clearly states "REFUND" and will be applied to original payment method. This does not state a store credit. After dealing with this issue I do not wish to purchase anything further from this company.

His replacement order was shipped August 31st and Delivered Sept. 2nd

I am sorry - unfortunately our policy does not cover the costs of phone damage. We would be more than happy however to get your product returned and get you a refund.