CaselesReviews of caseles.com

Response from CaselesFeb 20, 2026

I would like to clarify two points and offer a solution: Shipping vs. Processing: We aim to process orders within 2-3 business days, but international transit from our specialized fulfillment hub can certainly take longer. We realize our website phrasing may have been unclear, and we are currently updating our shipping policy to ensure the "delivery window" is transparently displayed for every customer. Our Logistics: While our design studio and operations are in Florida, we utilize a global fulfillment center to keep our premium cases accessible. We hear you—knowing the origin is important, and we will make this much more prominent on our site. Communication: I am truly sorry if you felt stonewalled. With the recent high volume, our small team has been stretched thin, but that is no excuse for a late reply. How I can make this right: I have located your order and I want to compensate you for the delay and the lack of clarity. Please check your inbox—I am sending you a partial refund (shipping fee + extra) as a gesture of goodwill, or if you prefer to return it once it arrives, I will provide a pre-paid domestic return label so you don't have to deal with international shipping. We are a small business growing through our mistakes, and your honest feedback is a catalyst for our improvement.

Response from CaselesFeb 20, 2026

This is Shelly, the Customer Manager. Thank you for your honest feedback regarding the ERIC series for the iPhone 17 Pro. I am sincerely sorry that the case you received did not match the features shown on our website. I want to address your concerns directly and offer a solution: Product Discrepancy: What you described (missing cash pocket, fewer card slots, and no wrist strap) is absolutely not the experience we want for you. It sounds like there may have been a mix-up in the version sent or a critical error in our current listing. I am personally investigating our inventory right now to ensure our website accurately reflects the product. Florida Design vs. Origin: As a small team, we handle all our design and conceptual work in Florida. To keep our innovative cases accessible to everyone, we utilize a fulfillment center in Asia for production and shipping. We apologize if this was not clear during checkout. Our Solution for You: Since the product is not what you ordered, we do not expect you to keep it. I have already located your order. I will be reaching out to you via email within the hour to offer you a full refund or a free replacement of a model that meets all your requirements—no return to China necessary. We value your business and your patience as we refine our small business. I am committed to making this right for you today.

Response from CaselesFeb 20, 2026

I want to address your points directly and offer an immediate resolution: Holiday Delays & Cancellation: We dropped the ball on your cancellation request in December. During the holiday rush, our communication should have been more decisive. We sincerely apologize for the "wait 1-2 days" responses when you were clearly asking for a refund. The Origin Confusion: To clarify, our design and creative team is based in Florida, but we utilize a high-tech fulfillment center in Asia to manufacture and ship our cases. We understand this caused unexpected hurdles for your return, and we are working to make this much clearer on our website. The Return Cost: We do not want you to pay $70 to ship a return to China. That is not how we treat our customers.

Response from CaselesFeb 20, 2026

This is Shelly, the Customer Manager. First, I want to say that reading about your experience with our phone support deeply upsets me. As someone also in the customer service industry, you know better than anyone that being hung up on is the ultimate failure in service. For that, I offer my most sincere and unreserved apologies. I want to be completely transparent with you: The Communication Failure: We have been struggling with a surge in holiday volume, but that is no excuse for our team to hang up on a customer. I am personally investigating these call logs to ensure this never happens again. We clearly missed the mark on the "how you take care of the mistake" part, which you rightly pointed out. The American Flag & Origin: Caseles is a small team based in Florida—that is where our designs and operations live. However, to maintain our specific protective standards, our fulfillment center is in Asia. We realize the American flag on our site implies "US-shipped" to many, and we are currently revising our website to be much more explicit about our global logistics hub to avoid this exact frustration. Your Missing Case: It is unacceptable that 3 weeks later, your order is still incomplete. How I will fix this for you today: I have located your order for the 3 cases. Since we failed to deliver on time and, more importantly, failed to treat you with respect: I am issuing a FULL REFUND for your entire order immediately. Please keep all 3 cases as a gift from us once they arrive. I will be sending you a personal email in the next 30 minutes with the refund confirmation. We want to be the company that "sets itself apart from the pack" by doing the right thing when we stumble. I hope this resolution reflects the true values of our Florida team.

Response from CaselesFeb 20, 2026

This is Shelly, the Customer Manager. I’ve just read your feedback, and I am genuinely sorry. It’s clear that our communication system failed you at every step—from the size exchange request to the refund inquiry—and that is not the standard we stand for at Caseles. I want to make this right for you and your brother immediately: Communication Breakdown: I am personally investigating why your emails weren't flagged and why our phone support didn't follow through. "No response" is the most frustrating experience a customer can have, and I apologize for the silence. The "Wrong Size" Policy: Even though it was an accidental order, our policy is to support our customers. Since you have already reached out on the same day, we should have intercepted that for you. Zero-Cost Resolution: I don't want you to be out $40 for a case you can't use. Here is my personal commitment to you today: Full Refund: I am searching for your order details right now to issue a full refund. Keep the Case: Please keep the original case or donate it; you do not need to worry about shipping it back to us. A Fresh Start: I will be emailing you personally from our support address within the hour to confirm the refund.

Response from CaselesFeb 20, 2026

This is Shelly, the Customer Manager. I am concerned to read your feedback and would like to provide some important clarity regarding our conversation and our brand. On the "Review" Misunderstanding: We want to state unequivocally that Caseles does not, and will never, withhold refunds in exchange for positive reviews. Our policy is to provide solutions based on product performance. It sounds like there was a significant communication breakdown where our attempt to ask for feedback was perceived as a condition for your refund. For that misunderstanding, I sincerely apologize. We are glad you received your refund, as that was always our intention for a defective item. On Biometrics & Quality: We take technical issues seriously. If a case interferes with biometrics, it is considered a defect, and a refund is the immediate standard procedure. On Our Identity & Origin: We are a Florida-based creative team where our designs and brand operations are born. To keep these specialized designs accessible, we utilize a global fulfillment hub in Hong Kong. We aim to be transparent about this logistics setup. On Our Name: Caseles is our registered trademark—a stylized, unique brand name. While it may look like a misspelling of "Caseless," it is a deliberate choice for our brand identity, much like many modern tech companies. We are a small team learning and growing. While we didn't get it right this time, we appreciate you holding us accountable. We wish you the best with your next case.