CaselesReviews of caseles.com

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 25, 2026

I am Kevin, the General Manager of Caseles. I appreciate your candid feedback and sincerely apologize if our shipping process did not align with your expectations. I would like to provide some clarity regarding our fulfillment model and how we strive to balance quality with delivery speed: Our Global Logistics: While Caseles is a US-registered brand with our design and creative headquarters located here, we utilize a specialized, high-tech fulfillment center in Asia for our Artisan & Crafted series. This allows us to perform a final, multi-point quality inspection at the source before your case is flown directly to you via international priority express. Processing vs. Transit: You mentioned a 5-day processing window. This time is dedicated to the hand-finishing and rigorous testing of your specific case model. Once shipped, we use Premium Air Express (typically 6–8 business days) to ensure your package arrives as fast as many domestic ground shipments. Hassle-Free Returns: We hear your concern about "difficult returns." I want to reassure you (and our community) that we do not require customers to ship items back to Asia at their own expense for quality issues. We have a dedicated US-based support team and local resolution protocols to ensure returns are simple and fair. My Personal Commitment to You: If the transit time or the origin of the shipment has caused you to reconsider your purchase, please reach out to me directly at [Support Email]. I am authorized to provide a shipping fee rebate or a partial refund as a gesture of goodwill for the confusion. We are constantly updating our website to be as transparent as possible about our global craft process, and your feedback helps us improve. 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

Response from CaselesMar 20, 2026

I’m Shelly, the Customer Manager. I’ve just reviewed your shipping status and I am sincerely sorry—waiting over a month for your phone case is completely unacceptable. This is not the level of service we strive for at Caseles, and I am here to take full responsibility for this delay. To make this right for you immediately, I have authorized the following options: Option A: Priority Re-shipment (Free): I will personally oversee a brand-new replacement being sent to you today via our Priority Express Lane (6-8 business days). To compensate for the wait, I will also add a $20.00 store credit to your account. Option B: Full 100% Refund: If you no longer wish to wait, I can issue a full refund of your entire purchase right now. You will see the funds back in your account within 3-5 business days. Please let me know which option you prefer by replying to this email. Shelly’s Promise: Whichever you choose, I will ensure it is processed within the next 24 hours. I value your business and I am committed to ensuring you aren't left without your product or your money. I look forward to hearing from you so I can resolve this for you today! Best regards, Shelly Customer Manager, Caseles

Response from CaselesFeb 20, 2026

This is Shelly, the Customer Manager. I am truly sorry that your experience didn't meet your expectations, and I hear your frustration regarding the return process. I’d like to provide some clarity and, more importantly, a resolution: Our Roots: You are absolutely right that we are a Florida-born team—our designs, branding, and customer operations are all handled here in the Sunshine State. To keep our high-protection cases affordable globally, we utilize a specialized fulfillment center in Asia. We never intended to make you feel misled, and we are working on making this logistics setup clearer on our site. The Return Issue: We agree that shipping a return back to our fulfillment center can be costly. We don't want you to spend $50 to return a case. A better solution for you: I have already flagged your order. Please check your email or reply to our last message. I would like to offer you a localized resolution (such as a partial refund or a domestic return option) so you don't have to deal with international shipping fees. We value your feedback as it helps us grow from a small Florida team into a better global brand. I hope you’ll give me the chance to make this right for you personally. Best regards,

Response from CaselesFeb 20, 2026

This is Shelly, the Customer Manager. I am genuinely sorry to read your feedback, and I completely understand your frustration when a delivery doesn't arrive as expected. I want to state clearly for you and our community: Caseles is a legitimate, Florida-based small business, and we take every order seriously. We are definitely not a scam, but it sounds like we’ve failed you on this occasion, and for that, I apologize. Here is how I will personally handle this for you: Locating your order: Delivery delays can sometimes happen due to customs or carrier issues, but "no customer service" is not the standard we aim for. Immediate Resolution: I am searching for your order details right now. I will reach out to you directly via email to offer an immediate solution—whether that is a full refund or an expedited replacement at our cost. Open Communication: If you haven’t seen our previous replies, please check your spam folder or email us directly at [email protected] with "ATTN: SHELLY" in the subject line. I will prioritize your case today. We are a small team learning and growing, and your feedback, though tough to hear, helps us fix our weak spots. I am committed to resolving this until you are satisfied.