My camera lens protector fell off after less than a year of use. I have written drop guys 3 times and never received a reply. There is no phone number to contact them. Terrible customer service. Their warranties mean nothing if you cannot reach them when you have a problem.
Response from DropguysAug 4, 2025
Hi Barbara,
We’re really sorry to hear about your experience and understand your frustration. We’ve actually responded to your previous emails, but it's possible that our messages ended up in your spam or promotions folder. We kindly suggest checking there, as sometimes email filters can misplace them.
If you’re still having trouble locating our responses, please feel free to reach out to us directly at [email protected]. We’re here to help and want to ensure your issue is addressed promptly.
— The DropGuys Team
LH
Lori H.
Very misleading policy
UPDATE: so I took the phone in to get the cracked screen replaced to find out it was not the screen, it was the screen protector. My understanding was that the warranty covered replacements if the screen protector cracked. Now I find out that's not true either. While they have been very quick to respond, their replacement policy as I said earlier is misleading. As you could see from their message below, they said they offered to "escalate it." However, what that means is that they would offer me a discount on a new one. I'm never buying anything from this company again. This is an unethical company, I should've saved my money and got the cheap one on Amazon.
Very misleading policy. I bought this case, thinking that it was a guarantee, I've had it two months, and my phone fell out of my bed onto the floor, I have a cracked screen today and I did not buy the insurance policy for the phone because I thought that this case covered replacement costs. It only covers replacement cost for the screen cover, which is essentially worthless.
Very bad business practice.
Response from DropguysJul 30, 2025
Hi Lori,
Thanks for your feedback — we’re really sorry to hear about your experience.
We actually responded to your email asking for clarification on whether the damage was to the screen protector or the actual phone screen so we could escalate the issue and see what we could do to help, but we haven’t received a response yet.
We’d still love the chance to make things right — please feel free to reply to that message when you're ready, and we’ll take it from there.
– The Dropguys Team
CM
Carol M.
My case split in under a year and…
My case split in under a year and Dropguys won’t answer my chat or emails. This is my 3rd purchase from them.
Response from DropguysJul 15, 2025
Hi Carol,
We’re very sorry to hear about the issue with your case and the frustration trying to reach us — that’s certainly not the experience we want for any of our customers, especially someone who has supported us multiple times.
We’ve actually been responding to your previous emails, so it’s possible our replies may have landed in your spam or promotions folder. Please take a quick look there, and if you still don’t see anything, feel free to reach out again at [email protected]. We’ll be happy to help with your warranty request.
Thanks for your continued support — we’re here to make this right!
— The DropGuys Team
JS
Julie S.
Just BEWARE
I ordered a phone case 7 days ago. Luckily I have screen shot. They charged my account but here I am, 7 days later, no confirmation email, website says they don’t have an order on file for me. I have been trying to contact them for the past 3 days. They have not responded to my emails. Their chat says “can take hours to reply”. It’s been 72 :(
Response from DropguysJul 3, 2025
Hi Julie,
We’re really sorry to hear about the confusion and lack of updates — that’s never the experience we want our customers to have.
We’ve checked our records and unfortunately haven’t received any emails from your address, which may be why you didn’t get a reply. That said, we did locate your order, and according to tracking, it was successfully delivered on June 28. We truly hope it’s now in your hands and everything arrived as expected.
If you still have any concerns or need further assistance, please don’t hesitate to reach out to us directly at [email protected] — we’ll be happy to help.
— The DropGuys Team
KR
Kristin
Never got my case
Bought a case from them and it came with a free screen protector, got my package in the mail and it only had the screen protector in it, the case I bought was missing. I’ve emailed customer service about it days ago and haven’t gotten any response.
Response from DropguysJun 6, 2025
Hi Kristin,
We're so sorry to hear that your case was missing from the package — and we completely understand how frustrating that must be.
Our customer service team responded to your email within 24 hours, which is our standard turnaround time. If you haven’t seen our reply, it may have been filtered into your spam or junk folder. Please feel free to check there, or you’re more than welcome to email us again at [email protected] — we’re here and ready to help.
We want to make this right and ensure you receive exactly what you ordered. Thank you for bringing it to our attention, and we look forward to resolving it quickly.
— The DropGuys Team
NA
Nancy A.
No customer service
The case does not seem to be anything unusual. My delivery was thrown on the sidewalk 25 yards from my house. Drop guys did not take any responsibility, nor did veho delivery service. I would say don’t bother, just buy something decent from the store. No customer service. Additionally, it was delivered 3 days after the given date of delivery. Given their poor responses, I question if their warranty will hold up if anything happens.
Response from DropguysMay 1, 2025
Hi Nancy,
We’re sorry to hear about the delivery experience — we completely understand how frustrating that can be.
Our records show that your order qualified for free shipping, and when you reached out about your concern, our customer service team responded within 24 hours, which is our standard turnaround time. You also requested to return the items, and that was handled immediately without any additional shipping cost to you.
While we can’t control how individual couriers handle deliveries, we’ve reported this issue to our fulfillment center so it can be addressed with the shipping partner directly. We always want to ensure that orders are handled with care from start to finish. If there’s anything else we can assist you with, please feel free to reach out to us at [email protected].
— The DropGuys Team
AS
Anthony S.
False advertisement
False advertisement, they claim that their cases protects phone upto a 10ft drop on a stone surface, this is not a true claim, my daughter was sitting down phone in hand on her lap, phone dropped onto a wood plank floor damaging the phones camera. Dropguys refunded the cost for the case but offered no compensation for false advertisement and damage to my daughters phone camera. If you convince someone that their phone will be protected, as a result of this claim I bought the case and it failed us miserably. We deserve compensation for cost of repair, BEWARE, by the way I was forced to even give 1 star, they don't deserve any! Next Stop BBB, Your website states drop protection upto 3m(10ft) so that statement is SPECIFIC, the camera shattered with impact because youre "Guarantee " is BS, and your product is a Guaranteed piece of shit. The fact that you are attempting to discredit anyone trying to hold you to you own guarantee says a lot about your company, a good company would take responsibility, live up to their guarantee and fix the phone. That would be great customer service, that's the difference for a company that will be around for years to come, and a company that's destined to fail in the short, your reputation is damaged as a result of a disconnected company from the very consumers they need to succeed. Chapter 11 is in the future if a company fails to learn that lesson.
Response from DropguysApr 25, 2025
Hi Anthony,
We’re truly sorry to hear about the damage to your daughter’s phone — we completely understand how upsetting that must be.
After reviewing the photo and your message, the damage appears to be a direct puncture to the center of one lens, while the others remained untouched. This type of damage is not typical of a drop, which usually causes shattering or cracking across the glass. Our cases are designed with a raised edge around the camera area to create distance and reduce impact during falls — but without a camera lens protector installed, the lens itself remains exposed and vulnerable to direct hits.
We also want to clarify that our website and product information do not promise to cover the cost of phone repairs or replacements, as we’re not an insurance provider. Our drop protection rating applies to the case performance, not phone guarantees — and our pricing reflects that.
That said, we did refund the case as a gesture of goodwill, and our team responded promptly to your email. If you didn’t see our reply, please check your spam or junk folder, or feel free to reach out again at [email protected] — we’re always happy to help however we can.
— The DropGuys Team
BH
Brian H.
I’ve used Otterbox for YEARS
I’ve used Otterbox for YEARS! Decided to try Dropguys because my Defender was coming apart. Even then, it always protected my 14 ProMax. Got the Dropguys case today. Put it on. Looks great! It slid off the arm of my couch, landed on my LVP floor, and shattered the back of my phone! Extremely disappointed!
Response from DropguysApr 9, 2025
Hi Brian,
Thank you for sharing your experience with us. We're so sorry to hear about the damage to your phone — we completely understand your disappointment, especially after trusting our case for the first time.
Our cases are designed to provide excellent protection, but unfortunately, no case can guarantee 100% protection in every situation. Even the most durable cases can’t always prevent damage from certain impacts. We’re genuinely sorry this happened to you, and we want to make sure we support you moving forward.
If you haven’t already, please reach out to us at [email protected] with your order number and any photos. We’d love to help in any way we can.
— The DropGuys Team
