CaselesReviews of caseles.com

Response from CaselesMar 28, 2026

I am Shelly, the Customer Manager at Caseles. First, I want to sincerely apologize for the misunderstanding regarding our shipping origins and the frustration caused by the delay. We recognize that our delivery times were impacted by a temporary backlog during the S26 peak season in early January, which led to your original order being delayed. To rectify this, we have reshipped a replacement package to you at no additional cost. The latest update: I have personally tracked your replacement parcel, and it is currently in the final stages of local delivery in the UK. According to the carrier, it is scheduled to reach your doorstep within the next 2 business days. As a global brand with a dedicated UK presence, we are committed to improving our logistics transparency. We appreciate your patience, and I will continue to monitor your tracking until the product is safely in your hands. If you have any further questions, please contact me directly at [email protected]. Best regards, Shelly Customer Manager, Caseles

Response from CaselesMar 25, 2026

I am Kevin, the General Manager of Caseles. I am reaching out to you personally after reviewing your recent experience. First, I want to sincerely apologize. A 6-week wait followed by a missing item and a "bizarre" response is completely unacceptable and does not reflect our standards. I have personally addressed this with Shelly and our support team to ensure such a breakdown in communication never happens again. To fix this immediately, I have taken the following actions: Priority Replacement: I have personally supervised the packing of your missing case today. Express Shipping Upgrade: Unlike your previous order, this replacement is being sent via Premium Air Express. You will receive it within 6–8 business days (not weeks). No Action Needed: You do not need to return anything or pay a single cent. A Personal Request: We are a small team striving to grow, and I am committed to making this right for you. Now that I have personally stepped in to resolve this, would you be open to withdrawing your public feedback or "voice" regarding this issue? I want to ensure our community sees that when we make a mistake, we take full responsibility and fix it. Once you receive your new tracking number later today, I would truly appreciate your support in "setting the record straight." Thank you for your patience while I personally handled this. Best regards, Kevin General Manager, Caseles

Response from CaselesMar 25, 2026

I am Kevin, the General Manager of Caseles. I have personally reviewed your feedback and our recent correspondence with Shelly. First, I want to clarify that it is never our intention to "hold a refund hostage." We strive for 100% customer satisfaction, and I am stepping in to ensure this is resolved immediately. To address your specific concerns publicly: Order Verification: We have searched our system for a customer matching your profile name but have been unable to locate your specific order. To help me fix this for you right now, please reply to our latest email or message us with your Order Number so I can personally review your case history. Our Presence & Production: Like many modern North American brands (including major tech companies), Caseles is a US-registered entity with our design and creative teams based here. To provide high-end, artisan-crafted cases at a competitive price, we utilize a specialized fulfillment center in Asia. We always aim for transparency regarding our global supply chain. The Refund/Return Issue: I understand that international return shipping can be a hassle. If you can provide your order number, I am authorized to waive the return requirement entirely and offer you an alternative resolution (such as a full replacement or a hassle-free partial refund) to make things right. We value your business and your feedback. Please reach out to us directly with your order details so I can personally issue a resolution within the next 24 hours. Best regards, Kevin General Manager, Caseles

Response from CaselesMar 20, 2026

I am Shelly, the Customer Manager. I am deeply concerned and sincerely apologize for the experience you’ve described. Between the shipping delay, the incorrect zip code delivery, and our communication gap, this is far below the standard I set for my team. I hear your frustration loud and clear. Update on your Resolution: I have personally reviewed your order and the delivery photos you mentioned. Because the package was delivered to the wrong address due to a zip code error, I have authorized a 100% Full Refund of your $45.00 purchase immediately. Our Commitment to Improvement: We are a US-based brand, but like many, we use global logistics centers to reach our customers. We are currently working to make our origin of shipment even more transparent on our site. I have also reached out to you via your registered email to confirm your refund and ensure your satisfaction. Thank you for your patience while I personally step in to resolve this. Best regards, Shelly Customer Manager, Caseles

Response from CaselesMar 20, 2026

My name is Kevin, and I am the General Manager of Caseles. I have just read your March 13th update, and I am truly embarrassed. It is clear that our standard "service fee" protocol was incorrectly applied to your case, which was entirely our mistake to begin with. This is not the pattern of service I want for our brand. Immediate Action Taken: I have personally overridden the previous request for the $15.99 shipping fee. Since you have already involved PayPal, I have instructed our finance team to fully authorize that refund immediately without any further contest. Our Commitment: You are right to hold us accountable. I am using your feedback to fundamentally change how my team handles warehouse errors—we should never ask a customer to pay for our mistakes. I have also sent a personal email to you with a resolution that I hope proves we do stand behind our products. Thank you for your brutal honesty; it is exactly what I need to fix this company. Best regards,

Response from CaselesMar 20, 2026

My name is kevin, and I am the General Manager of Caseles. I have personally read your feedback regarding the Mesh Cooling Case for your iPhone 17 Pro. I understand your frustration when seeing a visually similar product at a different price point, and I want to provide some clarity and a direct resolution. Regarding the Design & Origin: While some cooling cases in the market share a similar aesthetic, our Caseles version is engineered with specific heat-dissipation layers and a reinforced magnetic ring designed for the iPhone 17's updated internal layout. We are a US-based brand with global logistics hubs, which allows us to ship our latest designs worldwide. The Union Jack represents our dedicated support for our UK community, though our primary design team is based in Texas. I want to ensure you feel you've received true value: I have already reached out to your registered email with a Price Match & Satisfaction offer to ensure you aren't paying a penny more than necessary for your protection. Thank you for your candid feedback—it helps us stay competitive and transparent. Best regards, Martin General Manager, Caseles

Response from CaselesMar 20, 2026

My name is kevin, and I am the General Manager of Caseles. I have just read your review regarding your Samsung S25 Ultra case, and I am genuinely shocked by the experience you described. Asking a customer to pay $45 in shipping to return a defective $45 product is not our policy, and it is completely unacceptable. I am personally stepping in to override the previous communication you received from our support team. Immediate Action Taken: I have authorized a 100% Full Refund of your $45.00 purchase today. There is no need to return the case, and you certainly do not need to pay us any more money. I have sent a personal email to you to confirm this. I am using your feedback to retrain our team on how to handle sizing discrepancies for flagship phones like the S25 Ultra. Thank you for holding us accountable. Best regards, kevin General Manager, Caseles

Response from CaselesMar 20, 2026

I am Shelly, the Customer Manager. I am sincerely sorry to hear that you haven't received your order despite the "Delivered" status. I want to investigate this and resolve it for you right away. Regarding your Order Number: I have attempted to track the number provided (7398703242), but it does not appear to match our standard Caseles order format. Could you please double-check your confirmation email to ensure you have the correct order ID? I have sent a private message to your email to assist you further. Once we have the correct information, I will personally look into the logistics and ensure you are taken care of. Best regards, Shelly Customer Manager, Caseles