ZAGG Layton — Local services in Layton

UPDATE THURSDAY 8/8/24.

Katie told me that I HAD TO COME INTO THE ROY STORE, TODAY, FOR MY REFUND. I had a pretty normal experience with the store manager, nice guy and he apologized , took off the screen protector and gave me my refund. We talked a little and I left. Never a raised voice or bad word from either side. Completely normal experience....I GOT A CALL FROM THE ROY POLICE! We were OFFICIALLY TRESSPASSED from all 8 stores that she owns....simply because we were upset with the service and got a refund. As stated in the original review....I never wanted to go back and she was fully aware of that, but, in order to get a refund, I HAD TO. I'm completely flabbergasted and in shock that a business woman would treat a person this way. Never a raised voice , never any put of pocket comments....nothing. it's my honest opinion and completely truthful review. Never in my 35 years on this planet, would I think something like this would come from a complaint, return, and 1 star google review. BUYER BEWARE. ORIGIONAL REVIEW 8/6/24 My experience was at the Roy location, but all communication was done with Katie at the Layton Location, so I feel it's fair for people to know that she owns both locations and this is her idea of professionalism and acceptable service.

Wow....I just had an AWFUL experience with Jake (salesperson) and Katie (Franchise Owner). In the spirit of DIY I tried to put my nice glass screen protector on my tablet myself. I got a few grains of sand or something, behind the screen and it had a few bubbles. Best BUY couldn't fix it so they sent me to Zagg. After I got there, I explained to Jake that I needed it fixed or replaced because I use it for work. I told him what I wanted, regarding the replacement program and he pretty rudely told me "this isnt best buy". Im thinking: Yes sir, I know that....I drove here. He said he could replace it (apparently he could have fixed it all along but decided to upsell me) and I told him that would be fine but we wanted glass, like the one that was on there.

After he was done, he pointed out the wavy sides and lines in it and said "they will settle in 24-48 hours".

Little did I know that he charged me $40 to put a piece of film on the screen and threw away my glass protector. I feel like he completely took advantage of the fact that I didn't know any better.

Once I got home, my husband told me it was just a piece of film....and it was cut completely uneven and looked AWFUL. Full of stretch lines and bubbles....I told him what the tech said and he called to confirm. The tech was again, relatively unhelpful and kind of rude. So my husband called Katie, in Layton. We were told she was the manager, but at the end of the call, found out she was the Franchise owner. After some back and forth , and a call to speak with Jake, who admitted to her that it looked awful and that "the cutter tip was dull".

Despite this, all that was offered was a refund. When I asked about the brand new, glass one that was on there....I was told that it had been thrown away and that was that. She offered a small store credit, but I don't want to go back to the store. The end of the conversation was me telling her how disappointed I was, and that this was poor business practice. She then changed her tone to be "overly kind" and told me to have a nice day, and HUNG UP.

I'll be contacting corporate, and I'm sorry this was so long but I am astonished and completely caught off guard at how their attitude was basically "it is what it is".

For $5 more I could order a real glass protector from Urban Armor Gear.

We only went with Zagg because we have the glass protectors on all of our phones and LOVE the.product and durability. Anyway, if you're not tech savvy, I recommend asking a lot of questions or taking someone with you who knows better.

That way you don't get taken advantage of.

Pictures of "acceptable"...

Been here multiple times, and usually I receive great customer service. But this last time was a joke. The employees seemed annoyed to help me, and acted like I didn’t know anything. I needed a screen repair on my phone, signed the paperwork, they told me it would take an hour. I went back an hour later and they said they actually didn’t have the screen in stock. They told me I could pay an additional $30 to have the screen shipped the next day!! Are you kidding me??? They made a mistake and they expected me to pay extra to fix it!!! I asked the employee if they could cover the shipping cost because it was their mistake. He said no. They removed my screen protector and threw it away. I asked if I could at least get a new screen protector for free since I waited an entire hour expecting my phone to be fixed. He told me no, and then proceeded to try to upsell me to an even more expensive privacy protector. I just needed something to get me by until the screen came in stock. He refused to do anything for me. Finally after talking to the manager he said he could replace my screen protector for free until the screen came in stock, but that they wouldn’t pay the fee to get it shipped sooner. Employee’s who don’t have good customer service skills are a joke and I’m frustrated that Zagg hired someone like that. When an employee makes a mistake, they should try to make it right- not try to make the customer pay more money to fix their mistake.

Update: Months later the manager still hasn’t reached out to me to make things right. Seems like this store doesn’t care about their customers, and is just trying to screw them over!!! A few hours of my time was wasted, with no apology from the terrible employee. Can’t believe I ever went to Zagg in the...

Recently got my phone screen repaired (iPhone X) at this very location. I woke up today w/ my screen unresponsive, so I opted to take it to the store that fixed it initially thinking that would be my best option. Upon arrival I was met by the snippy attitude of a teenage woman clerk who responded to my experience and explanation w/ a nonchalant rude response. Stating that “we (as in ZAGG) can’t just insure everyone’s phones forever dude” so then I asked them what even caused this to occur in the 1st place, to which her response was “it could be any number of things such as extreme HOT/COLD WEATHER (Which we’ve had ALL MONTH) or it could be that you dropped it but if it was our fault then it would’ve happened within 30 days. To which my responses were how is there a way of knowing that? Are they rigged to only work for 30-60 days to ensure customer flow?? Like what even happened that made my phone unresponsive to begin with? I was then told the best we can do is $80 after tax. (Which is highly inconvenient 3 days before Christmas) after already spending $155 that came w/ a supposed “warranty” to get it repaired the first time. If you can go somewhere else I’d highly suggest you to do so. Customer service was extremely piss poor and the store was very unkempt as well. Awful experience overall and now I have the issue of still needing to fix my phone screen right before Christmas. The complete lack of compassion and understanding for my situation was staggering but I’m honestly not surprised w/ this new generation. AVOID...