ZAGG Chandler Fashion Center — Local services in Chandler

Had been going to this location for a while to get screen protectors and recently started having battery replacements done. The first replacement for an old Samsung Android phone happened without issue. Then I requested a replacement for my Galaxy Z-Fold 3. Ajith took my order and gave me a time to check back. When I came back after the set time, I was told the order had never even been placed to get the battery. After requesting the battery again, I was told I had to order not one, but two batteries (I didn't know at the time, but apparently each half of the phone has its own battery). Came back and he started working on the phone. After waiting there some time he came back and told me he successfully replaced the one battery in the rear of the phone but was having difficulty doing the other one since it required removing the front screen and it was proving too difficult. At this point I discovered that he had permanently damaged my front screen in trying to remove it, there is now a small section in the top-left corner that looks like black ink spilled there since the pixels no longer work in that part of the screen. Instead of one of those glass screen protectors, I have a film over the front screen. The top half inch of the film was damaged with bubbling where it had been stretched out and did not even align properly with the camera hole (it now covers the camera). In addition there are small scratch marks at the top of the phone. Inexplicably Ajith tried to tell me the damage to the case and protector had always been there. He admitted he didn't have the proper tools to remove the screen to do the font battery replacement, if he had told me this was a high-risk operation as soon as he started having issues I could have told him not to try it. Or if he had told me from the start it was optional to replace both the batteries I could have just done the one. The compensation he offered me was just to not pay the tax on the battery even though I now have permanent damage to the screen on my phone. For some reason he also insists that customers take their old batteries with them when he does the replacement even though there is nothing we can do with them and we have no way to properly dispose of them. The first time I refused to take the old battery but this time I accepted it even though I don't know what to do with it now, I was frustrated and didn't want to linger around to argue over the battery.

Don't use this place unless you're just getting a...

We’ve been loyal customers for years and have always had positive experiences, until today.

When we arrived, we waited patiently as the gentleman at the counter finished a transaction. He greeted us and politely asked for a moment to complete his work, which we appreciated. We stood quietly for about five minutes, no problem at all. However, what followed was disappointing.

After finishing the task, instead of addressing us, he began cleaning the counter, picking up papers and envelopes without saying a word, even though we were standing right in front of him. After several minutes, he finally looked up and asked how he could help. My husband explained he needed a screen protector because the current one was cracked.

Without much acknowledgment, the employee mumbled something, removed the case, and walked over to the register. From my view, it looked like he was having some trouble logging in. Still, he said nothing to us, not even asking for a name or offering any update. He kept his back to us the entire time, and it genuinely felt like we were invisible.

At that point, my husband and I exchanged glances and agreed to leave. The whole experience made us feel unwelcome. We picked up our phone and walked out, heading to the Apple Store instead. We spent $40 there compared to the $10 we might’ve spent with ZAGG for a new protector, but we received excellent customer service, and that made all the difference.

We’re not asking for special treatment, just simple, respectful service. What happened this morning (5/18) with the young man at the counter caused a great company to lose two customers.

A small gesture goes a long way. We understand customer service can be challenging, but it can also be rewarding. It’s time to get back to the basics: kindness, respect, and attentiveness.

(I gave 2 stars because we actually love ZAGG but we didn't love our...

Just walking by and asked a question. Associate was very helpful and efficient once I settled on a purchase. Installed screen protector so fast with no issues. I also have a two week install guarantee. Top Notch all around!

Update 02/05/24: I’ve had to replace my screen protector multiple times in the last few weeks so two out of the ordinary occurrences. Each time no issues and today Matthew recommended one of their cases and I was sold. I also purchased their added insurance for the next year! ZAGG is the best and has a forever customer plus the family.

Update 12/22/24: never fails that this kiosk does phenomenal workmanship! Wife with new phone needed new screen protector and ZAGG delivered! Thanks...