CaselesReviews of caseles.com

Response from CaselesSep 1, 2026

Hi there, Shelly here from the Caseles team. I'm really sorry to hear about this—waiting through a slow delivery only to open the package and find the wrong phone model and missing screen protectors is incredibly frustrating. That’s a total packing error on our fulfillment side, and you definitely shouldn't be stuck with accessories you can't use on your phone. I want to take full responsibility and sort this out for you right away, whether you'd prefer an immediate full refund or a rushed replacement package sent out with the correct case and protectors. Could you drop me a quick email at [email protected] with your Order Number and put "Attn: Shelly - Wrong Model & Missing Items" in the subject line? I'll personally grab your ticket from our queue and get this handled for you today. Best, Shelly Customer Support | Caseles.com

Response from CaselesSep 1, 2026

Hi there, Shelly here from Caseles. I completely understand your frustration, and I am genuinely sorry for the terrible runaround you experienced with our support response. If our warehouse shipped out a purple case when you clearly ordered red, that is 100% our fulfillment mistake. Quoting you an extra $17.99 reship fee or expecting you to pay $30–$50 in international return postage for our error is completely unreasonable. You should never be asked to pay a single cent out-of-pocket to correct our mistake, nor should you have to wait three days just to get a canned, unhelpful reply. You definitely shouldn't have to take a loss on a product you can't use. I want to step in and fix this for you directly today. Could you please shoot an email to [email protected] with your Order Number and put "Attn: Shelly - Wrong Color Refund" in the subject line? I am watching this queue myself and will pull up your order to issue a complete, 100% refund right away—no return or extra fees required. Best, Shelly Customer Support | Caseles.com

Response from CaselesSep 1, 2026

Hi there, Shelly here from the Caseles team. I completely understand why you're so frustrated, and I am genuinely sorry for the terrible runaround you had with our support reply. If our warehouse sent out a purple case instead of the red one you ordered, that is 100% our packing mistake. Quoting you an extra $17.99 reship fee or telling you to spend $30–$50 on international return shipping for our error is completely wrong and goes against how we want to treat our customers. You should never have to pay a single cent to fix a mix-up made on our end, nor should you have to wait three days just to get an unhelpful canned response. You definitely shouldn't have to eat the cost on something you can't stand using. I want to handle this for you directly and ensure your order is refunded in full today. Could you please shoot an email to [email protected] with your Order Number and put "Attn: Shelly - Color Mixup Refund" in the subject line? I am watching our inbox myself and will pull up your order to issue your 100% full refund right away—no return required. Best, Shelly Customer Support | Caseles.com

Response from CaselesSep 1, 2026

Hi there, Shelly here from the Caseles team. I completely understand why you're so upset, and I’m genuinely sorry for the letdown with your order. When you spend $59 on a phone case specifically because it's advertised with magnetic functionality, discovering that the magnet is weak or non-existent is a huge disappointment. You shouldn't ever feel like you overpaid for a basic shell that doesn't work with your magnetic mounts or charging setups. If the magnetic ring on your unit was missing or failed quality checks, you definitely shouldn't be stuck with a useless case or left out of pocket. I'd like to take care of this for you personally and get your money back today. Could you please drop me a quick email at [email protected] with your Order Number and put "Attn: Shelly - Non-Magnetic Case Refund" in the subject line? I’ll pull up your transaction details right away and issue a full $59 refund so you don't have to stress about this anymore. Best, Shelly Customer Support | Caseles.com

Response from CaselesJun 7, 2026

We are genuinely sorry to hear about your frustrating experience, and we completely understand your disappointment. At Caseles we strive for 100% transparency. While our design and engineering team is based in Florida US], our global manufacturing and primary fulfillment hub is located in Hong Kong. This setup allows us to ship worldwide, but we apologize if this was not made clear enough during your purchasing process. We are actively updating our website to ensure this information is front and center. Regarding the product quality and the return process: We never want a customer to feel stuck with an item they aren't happy with, nor do we want you to pay €30–50 for a return to Asia. Please reach out directly to me at [email protected] with your order number. I will personally bypass the standard return protocol and issue you a prompt resolution—whether that is a full refund or a free replacement—without requiring you to ship the item back to China. We are a growing team, and your feedback is a tough but necessary lesson for us to improve. Best regards,

Response from CaselesJun 7, 2026

We sincerely apologize for the frustration, and we want to clear up the confusion regarding your HAYDEN case immediately. To clarify the engineering behind this specific model: The HAYDEN case is designed with a "Titanium-finish" over a flexible, shock-absorbing polycarbonate base. We do not use solid titanium blocks because pure metal severely interferes with the iPhone 16's MagSafe charging, 5G signal reception, and lacks the flexibility needed to absorb impact drops. Our goal was to provide the sleek, premium look of titanium combined with the necessary structural protection of a tactical polymer. However, we take full responsibility if our website description did not make this material distinction clear enough for you. We have already updated the product page to ensure 100% transparency. Regarding your refund: We see that a chargeback was initiated. Please rest assured that we have fully accepted the dispute on our end to ensure your funds are returned to your credit card as swiftly as your bank allows. You do not need to return the case to us. We are sorry we missed the mark for you this time, but we appreciate your feedback as it helps us improve. Best regards, The Caseles Care Team