UAG website is totally hopeless. It enables you to order and pay for products that are not in stock. You don't know unless you realise there is no confirmation email. I managed to order 2 phone c... Voir plus
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Lisez les avis des autres
Customer service lied to me when I contacted them through their website chat to cancel my order. It was well before the order was shipped, and their customer service assured me it was being canceled a... Voir plus
L'entreprise a répondu
I recently filed a warranty claim for my Samsung S23 Ultra Monarch Pro case due to some material issues. Since the model was discontinued, UAG support (Jazzy) was very helpful and provided me with a $... Voir plus
L'entreprise a répondu
I ordered a iPhone 17 pro case then realized I need a pro max case I called uag and they went above and beyond to fix MY mistake. Nothing but professionals. UAG should give a class on customer servi... Voir plus
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À propos de l'entreprise
Informations provenant de diverses sources externes
URBAN ARMOR GEAR produces the most rugged, lightweight, cases that are drop tested to US Military Specs. Made for iPhones, iPads, MacBooks, Galaxy, & Surface.
Coordonnées de contact
Cabot Road 28202, 92677, Laguna Niguel, Hong-Kong
- urbanarmorgear.com
3,1
Moyen
144 avis
A répondu à 93 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Incompetency and lies
Customer service lied to me when I contacted them through their website chat to cancel my order. It was well before the order was shipped, and their customer service assured me it was being canceled and I would receive an email letting me know when it was canceled. I never received this email, and in fact received an email telling me the order was shipped. Upon contacting customer service, they have zero record of anything in the chat nor have any response other than "Sorry for the confusion you can return the item". There was no confusion. Your customer service lied, then you had no way of pulling up past chats, then had no way of solving the problem your lying employee caused. Its bad enough your chat is partially using AI along with being overlayed over a photo of someone snowboarding so you can barely READ the chat, but not having any way of saving or referring to it later internally is pretty useless. I've bought these overpriced cases for years, and one simple $18 screw up that the company cant take ownership of cost you guys a customer.
17 avril 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you for taking the time to share your experience—this isn’t the level of service we aim to provide.
If you were told your order would be canceled, we should have either followed through or clearly communicated if it had already progressed too far to stop. Not having a record of that chat on our end is also a gap, and we understand how frustrating that must be.
While our team works quickly to process and ship orders, that doesn’t excuse the breakdown here. We’re actively addressing both the communication lapse and improvements to chat history visibility to prevent this from happening again.
In the meantime, we’d like to make this right. If you’re open to it, we can provide a prepaid return label and issue a full refund once the item is on its way back, or explore another solution that better suits you.
Please feel free to reach out to us at support@urbanarmorgear.com, and we’ll take care of this for you directly.
Inaccurate website
UAG website is totally hopeless. It enables you to order and pay for products that are not in stock. You don't know unless you realise there is no confirmation email.
I managed to order 2 phone cases both of which were not in stock
Shame as my last case from UAG was great. One loyal customer lost here.
14 avril 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you for your feedback, and we’re truly sorry for the frustration you experienced. This is not the experience we want for our customers, especially someone who has supported us before.
We understand how disappointing it must have been to place an order only to find the items were out of stock and not receive clear confirmation. We’ve heard this feedback and are actively working to improve our website experience, including better stock visibility and order confirmation communication to prevent this from happening again.
Our support team will be reaching out to you directly to assist with your order and make this right.
We sincerely apologize for the inconvenience caused and truly appreciate you taking the time to share your experience — it helps us continue to improve. Thank you again for your past support, and we hope to regain your trust.
Good response from the team
9 avril 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you for your feedback! We’re glad to hear you had a positive experience with our team. We truly appreciate your support and will be sure to share this with them.
Customer support is friendly
Customer support is friendly, offer help proactively.
12 avril 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you so much for your kind words! We’re happy to hear our support team was friendly and proactive in assisting you. That’s exactly the experience we aim to provide—appreciate you taking the time to share!
Do not use this product
Do not use this product
The price is way to scammy, I sent an email to UAG query why the UAG Monarch for Samsung S26 Ultra has almost no availability on Amazon, and their store front is trying to charge extra for their product, the customer support cannot work out a proper explanation besides just telling me it is due to distribution channel.
So, on Amazon, amazon usually charge a 30% commission fee, and the price for selling on Amazon from the look is way cheaper than their store front which they earn 100% commission.
When I compare Samsung S26 Ultra Monarch, it is worth 120 dollars before discount, and at the same time, Samsung S25 Ultra cases is selling for 96 dollars before discount and S24 Ultra is selling for 57 dollars before discount.
Just because the product is new, it does not mean the product should be worth 100% mark up fee. Especially there are no differences in materials
When I request the customer support to match the price with Amazon, they simply ignored my email.
Just do not waste your money on such scammy product practises.
20 mars 2026
Avis spontané
Réponse : Urban Armor Gear
Thanks for taking the time to share your feedback—we’re sorry to hear about your experience and understand your concerns around pricing and availability.
We’ve sent you a message via Trustpilot—sorry if it hasn’t come through or if there’s been a delay.
Pricing can vary across different channels due to a number of factors, including regional distribution, retailer agreements, and promotional activity. That said, we hear your frustration, especially when there’s a noticeable difference between platforms, and we’ll be sure to pass this feedback along to the relevant team.
We also sincerely apologize if you didn’t receive a clear or timely response from our support team—that’s not the level of service we aim to provide. We’d appreciate the opportunity to look into your case further and clarify things properly.
Please feel free to reply again with your details, and we’ll make sure someone follows up with you.
Very Difficult installation process
Just got my new UAG case for my s26 ultra. This my fourth case from UAG. The Trooper model was by far the hardest to install on the phone. The directions need some edits. When I figured out what to do,It was very difficult to get
two piece case taken apart. It took almost 30 minutes to complete the installation. The good news the case will never come off.
16 mars 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you for your continued support — we truly appreciate you choosing UAG for your devices.
We’re sorry to hear that the installation process for the Trooper case was more difficult than expected. Your feedback regarding the instructions and the challenge of separating the two-piece design is very helpful, and we’ll be sure to share this with our product and documentation teams for ongoing improvement.
We’ve heard similar feedback and have taken action — installation videos are now available on our website to help guide customers through the process more easily. We apologize for any inconvenience this may have caused, and truly appreciate you taking the time to share your experience so we can continue to improve.
The Trooper is designed to provide a very secure and protective fit, which can sometimes make the initial installation a bit more challenging. That said, we understand this shouldn’t come at the cost of user experience, and we’re always working to strike a better balance.
If you need any assistance with removal or have further feedback, please don’t hesitate to reach out — we’re here to help. Thanks again for your support!
Trash!
Trash!! $70 for a case that came from temu. Save $50 and get a $20 case from walmart. I paid $74 and some change after taxes, I get it in and take a look, its almost identical to the walmart one I have.
5 mars 2026
Avis spontané
Réponse : Urban Armor Gear
Hello Matthew! Thank you for your feedback. We're sorry to hear that you were disappointed with the case you received.
We work to offer products that meet our quality standards. We understand that some cases on the market may look similar, but we still want our customers to feel confident in what they receive.
If you're unhappy with your purchase, please contact our support team at support@urbanarmorgear.com and we’ll be glad to help review your order and assist with a return or other possible solutions.
We appreciate your feedback and the opportunity to make things right.
Unmatched Customer Service
I ordered a iPhone 17 pro case then realized I need a pro max case I called uag and they went above and beyond to fix MY mistake. Nothing but professionals. UAG should give a class on customer service so the other companies will know how to do it the right way
16 février 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you for sharing your experience! We're really glad our team was able to help resolve the mix-up with your iPhone case.
Mistakes happen, and we're always happy to do what we can to make things right. It's great to hear that our team provided the level of service we strive for.
We truly appreciate your support and your kind words about our customer service!
Nice looking products and great…
Nice looking products and great customer service (they provide responses quickly and are very helpful).
23 février 2026
Avis spontané
Réponse : Urban Armor Gear
Thanks for the kind words! We’re thrilled that you love our products and appreciate the fast and helpful responses from our team. We’ll continue to do our best to deliver excellent service and high-quality items.
We value your feedback and will keep working hard to make your experience with UAG even better. If you need anything else, don’t hesitate to reach out!
Customer service was great!!!!!
Customer service was great I had a minor issue and they took care of it right away. There phone cases are the best for protection i had a mous case and my back glass broke no issues with uag.
21 février 2026
Avis spontané
Réponse : Urban Armor Gear
We’re so pleased to hear that our customer service team was able to quickly address your issue. It’s great to know that you feel protected with our cases, and we’re always here to support you should you need anything in the future.
Great CS experience, minor issues with website and product QC.
I wanted to purchase a phone case from them, but when I checked out, I was unable to order to my location. UAG has stock in various warehouse locations, so the website doesn't actually tell you if a product is in stock until you add your shipping address, which is inconvenient. If you want a better experience, you have to use their Shopify "Shop app" storefront, which takes into account your address' stock availability as you browse.
I reached out to UAG support, and they responded within a few hours, explaining the stock situation to me, and I ended up purchasing the case in a different colourway, which was in stock.
When the case arrived, it was mainly good, but had a few design and QC issues that I didn't appreciate considering the premium (£50+) price. Again, I reached out to support, and they resolved my problems within a couple hours.
Overall, the product was decent if a little overpriced with a couple issues. The website's stock transparency issue made trying to order through it frustrating, as when you get to checkout you find out your product is out of stock and need to start all over again. Customer Support responded quickly, answered any questions, and resolved my issues easily.
12 février 2026
Avis spontané
Réponse : Urban Armor Gear
We apologize for the frustration caused by the stock transparency issue on our website. We understand how inconvenient it can be to discover that an item is out of stock only at checkout. We’re constantly working on improving this process, and we appreciate your feedback. We’re glad our customer support team was able to clarify the stock situation for you, and we’re happy that you were able to find an alternative colorway that worked. We’ll take your experience into account as we continue to improve our website for a smoother shopping experience.
If you need anything else, don’t hesitate to reach out!
The service was very fast
The service was very fast. I placed an order, but I'm not sure if it will fit my wrist well, so I'm waiting for the first item to arrive. If it's good, I'll order again.
23 février 2026
Avis spontané
Réponse : Urban Armor Gear
We’re glad the ordering process was quick for you! We totally understand how important it is to find the perfect fit, and we appreciate your patience while waiting for your item to arrive. We hope it works out great for you, and we’d love to help with any future orders once you’ve found the right one.
Excellent Warranty Support and Fast Resolution
I recently filed a warranty claim for my Samsung S23 Ultra Monarch Pro case due to some material issues. Since the model was discontinued, UAG support (Jazzy) was very helpful and provided me with a $65 store credit instead. The process was smooth, and I've already used the credit for a new watch strap. Great customer service and a brand that truly stands behind its products!
14 février 2026
Avis spontané
Réponse : Urban Armor Gear
Thank you so much for sharing your experience! We’re thrilled to hear that Jazzy from our support team was able to assist you effectively. We strive to offer the best customer service, and it's great to know you had a smooth and fast resolution with your warranty claim. We're glad the store credit was helpful, and we hope you enjoy your new watch strap!
Your feedback means a lot to us, and we truly appreciate your support of UAG. We're committed to standing behind our products and providing the best experience for our customers.
If you ever need assistance in the future, don't hesitate to reach out. Thanks again for being a valued customer!
COMUNICACION REGULAR
Han solucionado el problema, pero cuesta un poco comunicarse con ellos.
16 janvier 2026
Avis spontané
Réponse : Urban Armor Gear
We’re very sorry to hear about your experience and sincerely apologize for the frustration caused. This is certainly not the level of service we aim to provide, especially when you’ve had an issue with one of your items.
We take after-sales support seriously, and it’s concerning to hear that you haven’t received a response. It’s possible that your email did not reach us or was missed, and we would really like the opportunity to make this right.
Please respond with the order number or contact us again at support@urbanarmorgear.com and include your order number (you may also want to check your spam/junk folder for any replies). If you’re able to reference your Trustpilot review, our team will prioritize your case and work to resolve the issue as quickly as possible.
Thank you for bringing this to our attention, and we truly hope to restore your confidence in us.
Poor customer service-Bully tactics
I purchased a Samsung s24 ultra case for approximately $55 and it fell apart, the back of the case literally just detached.
Not only did it fall off, I recently discovered that the pouch is chipping off my phone. My phone is metallic gray and I can see small dots of jist silver now. One of the edges of the pouch are completely torn and my phone is chipped off.
I reached out to support and they approved my claim but told me the case was out of stock, never gave me the date of anything and just offered me $25. I rejected it and they increased it to $35 and said they were making an exception. I told them the coupon was not enough to cover the cost of a new case together with the shipping fees to South Africa and they told me that I either wait for the case to be in stock or accept the $35. I bought my phone for R30 000 and they won't even tell me when the case will be back. They also made it look like they were making me a favour by fulfilling their warranty terms. I am so disappointed in their service. I did ask for a similar case and they declined to offer it and now my phone is caseless. If you are looking for a phone case just check other brands not this one, their customer service is terrible. They wanted to bully me into accepting the $35 that won't cover the new case and the shipping cost, their shipping cost are closer to a R1000. I am lost for words. Kristel was the agent assisting me and s/he was so rude. Now they are ignoring my email.
16 février 2026
Avis spontané
Réponse : Urban Armor Gear
We’re truly sorry to hear about your experience and sincerely apologize for the frustration and distress this situation has caused. This is not the level of product quality or customer service we strive to deliver.
Your warranty claim has been approved, and we regret that the out-of-stock status and lack of a clear timeline left your device without protection. We also want to emphasize that warranty support should never feel like a favor, and we’re sorry if our communication gave that impression.
The reported damage to your phone is very concerning to us, and we would appreciate the opportunity to review this matter more closely. We also apologize if any interaction came across as dismissive or unhelpful — that is not the experience we want for our customers.
We have replied to your email with alternative solutions to resolve the issue and help ensure your device is protected as soon as possible.
We truly value your feedback, as it helps us improve both our products and our service, and we hope to restore your confidence in us.
Nice product but no idea to order…
Nice product but no idea to order anything from them. Delivery times and courier service what they use is most worst experience what I ever had. Sadly they cannot fix that thing what others do better, with this money you can also order something else what you also get.
12 février 2026
Avis spontané
Réponse : Urban Armor Gear
Hello Jack! Thank you for your feedback — we’re really glad to hear you like the product, but we’re truly sorry that the delivery experience did not meet your expectations. If you’re open to it, we’d really appreciate the chance to look into your order and see what happened. Please respond with the order number or reach out to our support team at support@urbanarmorgear.com so we can investigate and assist further.
Thank you again for your honest feedback — it helps us improve.
UAG Plasma Case for AirPods Pro 3
While waiting for the Plasma Case for AirPods Pro 3 to become available, I decided to internet shop for other cases. There were many alternate solutions available. Closer scrutiny always revealed an issue with them. Then I asked myself. “Why am I doing this research? How valuable is my time? Could I be using my time for something else. ” So I stopped researching and waited for the UAG product. I’ve always been happy with previous UAG products. The Plasma Case for AirPods Pro 3 arrived and it’s perfect. I love the look and the functionality. After a few weeks of use, I wouldn't change anything. Good job UAG!
31 décembre 2025
Avis spontané
Réponse : Urban Armor Gear
Hello Michael! Thank you for such a thoughtful and detailed review. We truly appreciate your patience while waiting for the Plasma Case for AirPods Pro (3rd Gen).
It means a lot to hear that after exploring other options, you chose to wait for UAG—and that the final product delivered on both design and functionality. Knowing it’s performed perfectly even after weeks of use is exactly what we strive for.
Thanks again for your continued trust in UAG and for taking the time to share your experience. Enjoy your Plasma Case!
Products are good but customer service isnt, and they filter criticism in reviews on product pages
Products are good.
Customer service, nah.
Ive had to return an item previously. They directed me when buying it to their uk site. I checked out in gbp, they sent it and it came from uk address.
They then said when sending back, It needed to go to usa address. As thats where they are based.
They needed reminding of the uk laws, if your gonna sell to uk customers, then have a uk address for these things.
Also they filter their reviews on their website, they simply do not show anything less than 5, maybe 4 star reviews. 0 criticism allowed. Go long on their site at any product such as a phone case, theyll all magically have 4+ stars.
Bad practice. Hence this trust pilot review. Which is more transparent.
18 décembre 2025
Avis spontané
Réponse : Urban Armor Gear
Thank you for sharing your feedback. We're glad to hear that you’re satisfied with our products, and we sincerely apologize for the confusion and frustration with the return process. We understand the importance of clear communication regarding shipping and returns, especially for international customers, and we'll be sure to address this internally to improve.
Regarding your comments about reviews, we take transparency seriously and aim to provide a fair and open platform for all customer experiences. We never want to suppress genuine feedback, and we’ll look into our processes to ensure that all reviews are visible and accessible.
We appreciate your input and will use it to continue improving both our customer service and our overall experience. If there’s anything we can do to make things right, please don’t hesitate to reach out directly.
Thank you very much for your excellent…
Thank you very much for your excellent customer service.
I truly appreciate your professionalism, prompt responses, and dedicated support. Your assistance made the entire process smooth and reassuring.
16 décembre 2025
Avis spontané
Réponse : Urban Armor Gear
Thank you so much for your kind words! We're thrilled to hear that our customer service made the process easy and reassuring for you. We take great pride in providing professional and dedicated support, and it's wonderful to know that it had a positive impact. If you ever need anything else, don't hesitate to reach out!
Awful website, terrible experience
During black Friday I tried to buy a monarch pro carbon forge case for the Samsung s25 ultra.
I tried to order this case and a magnet accessory but adding them both to the basket charged £11.52 for delivery, when it's supposed to be free. Immediately I contacted customer supposed and provided screenshot evidence. The support team asked for all my details so they could create an order for me manually but they never came back with it after I gave them all the details.
In the end I purchased just the case without the accessory becuase the cyber Monday deals were running out. £96 for a phone case and did I receive? I opened the package when it was delivered to find camera lense protectors for £8.99!!
Fuming doesn't cover the frustration I felt. Again back on to support with proof and fair enough, they organised a replacement order swiftly. This was on the 5th of Dec and by the 10th, the order was still sitting at confirmed and support teams were not helpful. In the end I cancelled the whole thing and got a refund. Funny enough the minute I asked for my money back, that happened instantly!
To have paid so much money for a premium product and just be treated in this way, I've never had such awful service from a company that I have paid such a large sum to for such a small thing like a phone case. Uag are by far, the worst organisation to ever deal with, they don't care and just hope you will go away. I will never take anything to do with this outfit again and I will not accept any pathetic apology after being treated like this. I honestly hope governing bodies look into you becuase you've got it coming. Frauds.
2 décembre 2025
Avis spontané
Réponse : Urban Armor Gear
Hello Steven! Thank you for taking the time to share your feedback. I’m truly sorry for the trouble and inconvenience you’ve experienced during your recent order with us. From the unexpected delivery charges to delays, receiving the wrong product, and not getting timely updates on your replacement, we understand how frustrating and disappointing this has been, especially when you placed your order during a special promotion.
While we’re glad the refund was processed promptly once requested, we recognise that this does not undo the experience you had leading up to that point. We’ll be sending out the correct item to you at no additional cost as soon as possible.
Your comments have been shared with our support and fulfillment teams so we can learn from this and make improvements for the future. We’re sorry that your experience didn’t reflect the high standards we set for ourselves, and we appreciate you bringing these issues to our attention.
Thank you again for your patience and understanding, and we regret that we could not make things right this time. If there’s anything else we can do for you, please let us know.
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