Cooper CasesReviews of coopercases.com

Response from Cooper CasesJun 15, 2017

Dear Mrs Finn-Dabbily-Doobily, Thanks for your review. Please accept my sincere apologies that you are having issue with your phone case. The case is designed to enable you to use your screen through the plastic screen cover. I have sent you an email to gain more information regarding this to see what we can do to make this situation right. Looking forward to hearing from you. Curtis Cooper Cases

Response from Cooper CasesFeb 27, 2017

Dear Sallye, Thanks for your review. I can see that you contacted us regarding your item on 5th January. We arranged for a brand new replacment to be shipped out to you. It arrived within 48 hours. Please accept our apologies for the initial hiccup with the delivery of your item. If you have any further queries please don't hesitate to get in touch with us so we can resolve any issues. Best Regards, Curtis Head of Customer Support

Response from Cooper CasesFeb 6, 2017

Dear Tom, Please accept our sincere apologies for this. I can see that we dispatched your order via TNT Expedited Delivery. Unfortunately, since so much time had passed without delivery we believed that your package had been lost by the carrier. We send hundreds of packages on a daily basis are rare but unfortunately, can happen. We notified you about this and you stated that you would prefer a refund. We processed this refund within 12 hours. Once again we would like to apologise for your lost package and if there is anything else we can help with please just let us know. Best Regards, Curtis Cooper Cases

Response from Cooper CasesOct 10, 2016

Dear Heather, I can see that you're really frustrated with your purchase, and I'm really sorry about it. I wanted to investigate your order personally, and explain to you what happened. Although it's an extremely rare situation, it may happen that you place an order for an item which sold out just hours before. We work continuously to make sure stock levels in our system are up to date, and in case of any issues contact our customers to offer alternative colors or shipment from different warehouses. Free standard shipping to USA which we offer during checkout usually takes 6-18 business days, and we try to be very explicit about it. You can read more about our delivery times in our Help Center: http://support.coopercases.com/hc/en-us/articles/207949276-Where-do-you-ship- Your order was dispatched on 20th September. Based on tracking details available on USPS website, I can see that it was delivered on 6th of October and it was left in your inbox. If you haven't found your package yet, that's what I would personally do: - Look for a notice of attempted delivery - Look around the delivery location for your package - See if someone else accepted the delivery (a neighbor or family member, perhaps) - Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail. - Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival If for any reason you're not able to find your order, please do let me know and we will ship replacement to you free of charge. We take full responsibility for your order. Finally, I'm very sorry that you feel like you were being bribed to modify your review. At Cooper Cases, we really care about the honest feedback of our customers, and the chance it gives us to learn about your shopping experience, your opinion on our products and any opportunity for improvement. In case when we feel that the review doesn't reflect the full situation, we try and ask our customers to consider updating the review. I can see there's a lot we need to improve in that process, and I will organize training for the members of Support team to address that particular issue. Thank you for highlighting this issue for us to learn from. As a token of my personal apology for this frustrating situation, I went ahead and refunded your order in full. Finally, if there's anything else I could do and try to make it up to you for the poor experience you've had while shopping with us, please do let me know and I'll be happy to get on it. Cooper Cases was build around the main goals: to provide quality products at great prices, while providing outstanding customer experience. Everyone in our team from the person who packs your order, through customer advocates who help you out when post office loses your order, through founders who make sure we stay focused on providing great service, takes satisfaction of each of our customers very seriously. Our team is driven by our promise to deliver great products to you on time, and make sure you smile when you open your Cooper Cases box. And we pledge to stick to our word. Best regards, Daria Head of Sales & Communications

Response from Cooper CasesMay 11, 2016

Dear R Narine, Thank you for your review. I'd like to apologize for this situation. After you emailed us we got back to you to let you know that unfortunately, we suspected that your package was probably lost during shipping. We send several hundred shipments daily and lost packages are a rare occurrence, but these mishaps still happen. Regardless, we took full responsibility for this issue. We did not receive a reply to the email that we sent you offering a full refund or replacement sent with expedited shipping. Nevertheless, we took the initiative and sent you a replacement case free of charge. After checking the tracking information I can see that this arrived 2 days after you emailed us about your package not arriving. In this situation we suspect that there was an issue with our emails possibly going to your spam/junk folder. We hope that you are now satisfied with the product and service. Once again please accept our apologies for this situation. If you have any further queries please don't hesitate to drop us an email. Best Regards, Curtis Cooper Cases