ZAGG - Invisible Shield Retail Store

This weekend I had another unfortunate experience with my local ZAGG Invisible Shield corporate owned store.  I have actually been to this store five times and have received horrible customer service five out of five times.

The first time I visited ZAGG, it was upon the recommendation of an employee of the Apple store.  I had heard good things about the protective film they had for iPhones, so I thought I would check it out.  I left the store less than impressed, but actually returned about a week later to have a shield installed on my iPad.  I had hoped the poor customer service was a fluke, but my next experience was even worse.

I upgraded my iPhone some time later and received the same lackluster service.  I am not sure if the product they use for the covers has changed, but I have had to replace the film three times since upgrading my phone.  Each experience has been worse than the last.  The invisible shield is supposed to come with a lifetime guarantee, and if you return within 14 days, you can have it reinstalled with no additional charge.

Immediately after my last installation, I noticed it was installed incorrectly and let the employee know.  I was reassured that it would take time to dry and that it would be fine within a couple of days.  On the 14th day I called the store and asked if it would be possible to come in the next day to have it replaced.  The employee I spoke with said it wouldn't be a problem, so I headed in the next day to have it replaced.

The next day when I went to have it replaced the "manager" happened to be working.  I could certainly tell that the leadership of this store was setting the tone for the rest of the employees.  He made sure that I knew he was the "only one that could make a call like that" and made me feel as though I had done something wrong.  He then lectured me for a minute before reluctantly replacing my cover.  I noticed that there was another defect, but he assured me that it would be fine.

Needless to say, it wasn't fine, I had to go back again this weekend.  Because it was beyond the 14 days, I had to pay for replacement (despite the fact that I had raised my concern before that point).  The "manager" and one of his employees were working, and were so involved in a conversation when I walked in, that they didn't even speak to me during the interaction.  The conversation was so intense that the associate forgot to give me my credit card back.  I didn't notice until I received a call from the store saying that I "had left my card there".  No apology or anything other than the tone of me being an idiot for leaving it there.

A business like this really is based on customer service and clearly they are missing the mark.  It is unfortunate that the manager continues to lead the store.  If I worked for that company I would ensure that the manager was either trained to handle a leadership position, or hire somebody that could.  It isn't a coincidence that all five of my experiences in this store have left me not wanting to return.