Jelly CasesReviews of jellycases.com

Response from Jelly CasesAug 30, 2022

Hi Dianne, Sorry to hear about your experience. We have sent you an email to address this situation and hope that we can get things sorted for you very soon. We sincerely apologize for the inconvenience we have caused. Sincerely, Jelly Cases Team

Response from Jelly CasesAug 30, 2022

Hi Nicole, We're sorry to hear about what you've experienced, we appreciate the time you took to write about it. We've tried to see if there is someone from our team saw your email, but we were unable to locate your details because you did not respond to our request on trust pilot when we requested for it a few days ago. Could you update this review with your Order Number so we could look into this further, please? We'd love to see how we can help. Sincerely, Jelly Cases Team

Response from Jelly CasesAug 22, 2022

Hi Jess, We are saddened to read your review and frustration. As much as we would like to resolve this for you, we cannot proceed since you did not provide your contact details when we requested it a few days ago. Please understand that we cannot trace orders/emails using the username you provided in your review. This is why we requested your email address to verify this experience and resolve the issue ASAP. It would be great if you can email us directly at [email protected] I just want to address the comment you made about our team not responding on social media because they usually respond within 24hours. Also, there are several reasons why our support team did not see your email, hope you can provide your details here so we can verify this experience, reach out personally and resolve this for you. Hoping to hear from you soon. Sincerely, Jelly Cases Team

Response from Jelly CasesAug 11, 2022

Hi Kahl, We are saddened to read your review and frustration. As much as we would like to resolve this for you, we cannot proceed since you did not provide your contact details when we requested it a few days ago. Please understand that we cannot trace orders/emails using the username you provided in your review. This is why we requested your email address to verify this experience and resolve the issue ASAP. It would be great if you can email us directly at [email protected] I just want to address the comment you made about our influencers, they are definitely not fake. We usually tag our influencers' official pages so you can click them for verification. We collaborate with them directly, some of them are featuring us in their profiles or stories. Again, we are really saddened to hear about this experience. There are several reasons why our support team did not see your email, hope you can provide your details here so we can reach out to you personally and resolve this for you. Hoping to hear from you soon. Sincerely, Jelly Cases Team

Response from Jelly CasesAug 6, 2022

Hi Jenn, Thanks for sharing your feedback. First of all, we cannot fake the majority of reviews here. We usually invite our customers to share their thoughts after shopping with us and we are glad to read that most of our customers shared positive reviews after having a great shopping experience with us. Please be informed that we are not based in China. However, we ship from different factories all around the world (depending on your location and case availability). As stated in our email, you received your package last July 30. Clearly, this review was posted before the package was delivered. We are sincerely sorry that we failed to respond to your email immediately when you were asking for the tracking update. Please know that our Customer Service Team received higher volume of tickets, resulting in longer wait times. We know this should not be an excuse to respond to you in a timely manner. We work hard to deliver a great customer experience, and it's apparent in this case that we fell short. Please accept my deep apologies for the shortfalls in our service. I will discuss this with my team and see what we can do to improve this. While I regret that you were not able to experience our usual great service, we hope to serve you again in the near future and look forward to making it up to you by then. Sincerely, Jelly Cases Team

Response from Jelly CasesAug 4, 2022

Hi Ashley, Thanks for sharing your feedback. Clearly, this review was posted before we resolved your issue. Please know that we usually recommend available items to our customers if their item is out-of-stock to avoid inconvenience. We do not want our customers to browse our website once again if we can recommend our best cases. However, we process refunds immediately if our customers requested for it. It was never our intention to keep your money and we are saddened to give you this impression. As we mentioned via email, there were huge lapses in the replies based on all email correspondence and your ticket has gone to our Spam folder resulting to delays in responding to you. We successfully traced your email after seeing your review last time. Really sorry about this. We already processed your refund last time as requested. It is disappointing to know that we did not deliver the quality you have come to expect from us, and it is even harder to hear we have disappointed one of our customers. We are sincerely sorry. We hope to serve you again in the near future and look forward to making it up to you by then. Sincerely, Jelly Cases Team

Response from Jelly CasesJun 28, 2022

Hi Liana, Thank you for taking the time in sharing your experience with us. Sorry to hear that our customer service missed to address your issue via email and our product did not meet your expectations. Upon checking your email, your concern was mainly about the currency. You mentioned that you thought the currency is in australian dollars since you are located in Australia. Please know that since we are shipping worldwide, the currency by default is in USD and the USD symbol is also specified on our website. All customers have the option to select their preferred currency and to do this, you should click on the currency selector which can be found at the top bar of our page. It is disappointing to know that we were not able to meet your expectation during your order with us. Please be assured that I will raise your concern with the team as we continuously work on enhancing our customer experience. We hope that you can give us another opportunity to make it up to you next time. Sincerely, Jelly Cases Team