CaselesReviews of caseles.com

Response from CaselesJun 7, 2026

We completely understand your anger, and we want to sincerely apologize for the massive disconnect between what you expected and what you received. You are entirely right to call us out if our advertising led you to believe the HAYDEN case was a solid block of metal. To be completely transparent: The case is engineered using a shock-absorbing, military-grade polycarbonate base, finished with a Titanium-style metallic coating. We do not use solid metal because it blocks the iPhone 17's 5G antennas, prevents MagSafe wireless charging, and does not absorb drop impacts effectively. However, the way we marketed the "Titanium look" was clearly misleading, and we take 100% responsibility for that failure in our copywriting. A $50 case should feel premium and meet your exact expectations. Because we failed to do that, we do not want your money. Please reply to this message or email us at [email protected] with your order number. I will personally process a full, immediate refund for your $50, and you can simply throw the case away or keep it as a backup—no return shipping required. We are actively overhauling our website descriptions today to ensure no one else feels misled. Thank you for holding us accountable. Best regards, The Caseles Management Team

Response from CaselesJun 7, 2026

We are so sorry about this! There is nothing more frustrating than receiving a brand new, premium product only to spend 20 minutes fighting with sticky residue. You are completely right to be annoyed. We recently identified that a batch of our warehouse barcode stickers used a permanent adhesive instead of an easy-peel one, and we are already working with our fulfillment team to swap these out immediately so this doesn't happen again. A quick tip to safely remove the residue: A little bit of rubbing alcohol (isopropyl alcohol) or warm soapy water on a microfiber cloth will dissolve that adhesive right off without damaging the case's finish. However, you shouldn't have to do that in the first place. If the case got scratched or damaged while you were trying to clean it off, please email us at [Support Email] with your order number. We will gladly send you a brand-new, residue-free replacement immediately. Thank you for bringing this to our attention so we can fix it! Best regards, The Caseles Care Team

Response from CaselesJun 7, 2026

I am absolutely mortified reading this timeline of events, and you are 100% justified in being horrified. This is a catastrophic failure on our end, and I sincerely apologize for the immense frustration and the runaround you were put through. You were promised a cancellation, and it should have been halted. You were promised Klarna updates, and they should have been processed immediately. Our customer service team clearly dropped the ball, mismanaged your account, and gave you incorrect information regarding the replacement. That is completely unacceptable and is not how we do business. I am stepping in as the Customer Experience Lead to fix this immediately. I have personally located your account and just processed a FULL AND COMPLETE REFUND for everything. We have manually cleared the remaining Klarna installments so you owe absolutely nothing. Please keep the cases, throw them away, or donate them. You do not need to return anything to us. We are currently investigating the agents who handled your tickets and the sync issues with our fulfillment hub to ensure this never happens to anyone else. If you do not see the Klarna update or the refund hitting your account within 48 hours, please email me directly at [[email protected]] with the subject line "ATTN: Management - Trustpilot," and I will personally ensure it is resolved. We failed you completely here, and we are so sorry. Best regards,

Response from CaselesJun 7, 2026

First and foremost, I want to sincerely apologize for the radio silence. Ignoring your follow-up emails is completely unacceptable and falls far below the customer service standard we hold ourselves to at Caseles. You have every right to be frustrated and to warn others based on this experience. You are also absolutely right that the return options provided to you were not a fair resolution. While our main fulfillment hub is overseas, the burden of international return logistics should never be forced onto our customers for a standard return. Our support agent failed to escalate your ticket to management when you requested a fairer option, which led to this breakdown in communication. I want to make this right for you immediately, without any further hassle or expense on your end. Please email me directly at [email protected] with your order number and the subject line "ATTN: Management - order number, Review Follow-up." I will personally bypass the standard return protocol and issue you a full, immediate refund. You do not need to worry about shipping the item back to us overseas. Thank you for your patience and for holding us accountable. We are using your feedback to retrain our support team this week to ensure no one else is left hanging. Best regards,

Response from CaselesJun 7, 2026

I am stepping in from the Caseles Management Team because reading your experience made it clear that we failed you on multiple fronts. You are entirely right to be frustrated, and I sincerely apologize for both the product issue and the unacceptable return options you were given. First, regarding the S26 Ultra fingerprint sensor: The round adhesive circle on the inside of the screen protector is actually an ultrasonic gel pad. Unlike standard screens, Samsung's ultrasonic sensors require a direct, zero-air-gap bond to read the 3D ridges of your fingerprint through heavy-duty casing. However, if it does not adhere perfectly or leaves a visible mark that disrupts your screen experience, the case has failed its purpose. We completely understand why this feels like a flawed design to you. Second, regarding our customer service response: Offering you a replacement for $25.99 shipping when the original product did not work for you is completely against our company policy. When a product fails to meet expectations, the resolution should be entirely on us. We are a Florida-based design team, but our logistics hub is in Hong Kong. We never want international shipping to be a trap for our customers. I have personally overridden our system and processed a IMMEDIATE REFUND You do not need to pay for return shipping, and you do not need to send the case back to China. Please keep it or discard it. We are currently retraining our support team on handling defective claims and updating our website to make our global shipping origin much clearer. Thank you for calling us out—we needed to hear this to fix it. Best regards,

Response from CaselesJun 7, 2026

I am very sorry to hear that your experience with our Motorola Razr case was so disappointing. You expected a premium, perfectly fitted product straight out of the box, and we clearly failed to deliver that. I want to transparently address the "opened box" and the Florida sticker. Because our design team is based in Florida and our primary fulfillment hub is in Hong Kong, our warehouse team occasionally performs random, secondary Quality Control (QC) checks and applies final regional compliance labeling before packages leave the facility. However, your item should never arrive looking tampered with or poorly repackaged. This defeats the entire purpose of a premium unboxing experience, and I will be raising this with our logistics manager today. Regarding the fit: Foldable phones like the Motorola Razr have incredibly tight engineering tolerances, and it sounds like this specific case missed our dimensional standards. We take full responsibility for that defect. We cannot give you back the week you waited, but we can certainly give you back your money. I have already processed a full, immediate refund to your original payment method. You do not need to deal with international shipping to return the defective case—please just discard it. We appreciate your honest feedback. While Amazon is incredibly fast, we are an independent team striving to build better gear, and your review is a hard but necessary lesson on where we need to improve. Best regards,

Response from CaselesJun 7, 2026

Thank you for this incredibly fair and constructive feedback. You hit the nail right on the head, and we completely agree with your assessment. Designing cases for foldable devices is an engineering challenge, but that is no excuse for falling short. You are 100% right about the hinge—a friction-fit design doesn't hold up over time, and integrating magnetic closures is exactly what we need to do for our next iteration. Additionally, the power button cutout is clearly too deep and narrow, making it frustrating to use the fingerprint scanner/button. We genuinely appreciate you testing it out and giving us the exact blueprint for how to improve. Because this version did not meet your (or our) standards, I have just processed a full, immediate refund for your order. You do not need to return the case to us—please keep it, modify it, or toss it. Your feedback has been sent directly to our product design team in Florida today so we can implement the magnetic hinge and widen the button access for Version 2.0. Thank you for helping us build better gear! Best regards,