Jelly CasesReviews of jellycases.com

Response from Jelly CasesDec 28, 2021

Hi Jess, First of all, our business is not a Scam. We are truly sorry to hear about your frustration. I will personally investigate and resolve this issue. However, I cannot proceed because you did not provide your contact details when we requested for it via Trust Pilot. Please know that we set automated emails to let our customers know that their ticket is in queue. We are receiving bulk emails during the holidays and we want to make sure that our customers are well informed that our support team will get back to them as soon as possible. This is the purpose of our automated emails and sorry to give you a different impression about this. To ensure we do the needful and improve where we fell short, we would love to hear from you directly. Please email us at [email protected] We look forward to hearing from you. Sincerely, Jelly Cases Team

Response from Jelly CasesJan 10, 2022

Hi Nicole, Thank you for taking the time to write us a review. We are saddened to hear about this delay. I will personally investigate and resolve this issue for you. However, I cannot proceed because you did not provide your contact details when we requested for it via Trust Pilot. Noted on your comment about the email response time. Usually, our customer support team is responding to emails within 24 hours. Also, they are trying their best everyday to provide solutions and possible options to our customers. We believe that a prompt response—within 24 hours—is a very important metric that impacts how successful our company will be. This is why I am quite bothered about your comment on response time and resolutions. To ensure we do the needful and improve where we fell short, we would love to hear from you directly. Please email us at [email protected] We look forward to hearing from you. Sincerely, Jelly Cases Team

Response from Jelly CasesNov 23, 2021

Hi Melissa, Thank you for taking the time to share your experience with us. I regret to inform you that this situation is beyond our control since it happened in the hands of the shipping company. However, we take full responsibility for what happened that's why we reached out to you personally to address this concern and we also processed the refund as per your request. To answer your comment, "We did not offer a replacement", we specifically mentioned in our email that we will send a replacement but the case you initially ordered is currently out-of-stock. This is unfortunate and I'm sorry. We asked you if you could possibly choose another case that we can send as a replacement but you declined. Please understand that we have a system that we need to follow for lost orders. We usually send a replacement for the lost package. However, if our customer will prefer a refund, we will definitely process it for them. Upon checking, my team has already addressed this issue via email and we are glad you accepted our sincere apologies. While I regret that you were not able to experience our usual great service, I do hope that you can give us another opportunity to provide you with a great shopping experience next time. Sincerely, Jelly Cases Team

Response from Jelly CasesNov 5, 2021

Hi Vera, Thanks for bringing this to our attention. Upon checking, our team already reached out to you regarding this concern. Unfortunately, our shipping department recently experienced changes due to worldwide issues. We sincerely apologize for the inconvenience we have caused you. Please know that your feedback is extremely valuable to us, as we strive to improve every day. We are exploring more about the shipping limitations now and we hope we can ship to your country anytime soon. Hope you will allow us the opportunity to serve your future needs, as we would like the opportunity to provide you with the level of service you expect from us. Again, we sincerely apologize for the experience you had with our team. It would be such a pleasure to personally assist you next time! Best, Jelly Cases Team

Response from Jelly CasesNov 5, 2021

Hi Ana, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. 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. Our team personally reached out to you last time, I am grateful to know that you have accepted our sincere apology. We'd really love to have you back so we could serve you better. Sincerely, Jelly Cases Team

Response from Jelly CasesNov 10, 2021

Hi Marla, It is disappointing to discover and read that we have been non-reactive and limited in our engagement and offering possibilities. Your recent experience with us transcended not the norm in service and experience that we provide, as we usually get compliments, and therefore we certainly take your feedback on an important note to handle. As I understand that Ellah has personally reached out to you, I am glad to know that our support team already resolved this issue. 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 CasesNov 12, 2021

Hi Tracy, Thank you for taking the time to share your experience with us. Upon checking, our staff previously offered a 25% discount due to miscommunication between departments. However, after checking what happened to this order, we refunded the total amount you paid. Please understand that our team needs to investigate first before processing any refund. We sincerely apologize for the experience you had with our team. 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.The lapses in our service are certainly not reflective of our values as a company. Please accept my deep apologies for the shortfalls in our service. Our Team shall plan necessary actions to ensure this won't happen again in the future. Sincerely, Jelly Cases Team

Response from Jelly CasesNov 12, 2021

Hi K, We are saddened to hear about your experience. We requested your contact details when we received this review last time. Unfortunately, we did not receive any response from you. Please understand that we need to verify this experience and we will need to coordinate with our customers directly to resolve the concerns. To ensure we do the needful and improve where we fell short, we would love to hear from you directly via email. Hope you will allow us to discuss our way to regain your trust. Feel free to email us at [email protected] We look forward to your soonest response. Sincerely, Jelly Cases Team