Sunshine
Poor Quality Product and Extremely Disappointing Customer Service
I purchased an iPhone Pro 15 case from Max Pure Cases in December 2024, and within just two months it began to deteriorate. The quality was extremely poor for the price. When I contacted customer service within the timeframe, I received no reply. Later, when I followed up again, they refused to issue a refund unless I returned the defective product at my own expense -which would have cost me over £10 in postage. They would not cover this cost, despite the product being faulty. Because of their delay in responding, I was then unable to escalate the dispute through my bank, as too many months had passed to raise a Visa chargeback. When I explained this and reluctantly accepted their offer of a replacement, they stopped replying altogether and completely ghosted me. I have no words to describe this behaviour other than untrustworthy and dishonest. A company that refuses to stand by the quality of its products and then fails to honour its own promises should be avoided at all costs. I strongly recommend that you do not purchase from Max Pure Cases. - Thank you for your response. I want to be absolutely clear: the damage to my iPhone Pro 15 case was not caused by a fall or misuse. The case deteriorated under normal use within just two months, which is why I contacted your team promptly. Your repeated failure to respond to my emails - including completely stopping communication - and your refusal to follow through on the replacement you initially offered demonstrate a serious lack of integrity and poor customer service. Your delays also prevented me from escalating the matter through my bank due to Visa’s 160-day dispute window, leaving me no choice but to accept the replacement - yet it was never provided. Your accusations that I was at fault are unprofessional and misleading. I have full records of our email exchanges confirming the timeline and facts. While Trustpilot does not allow attachments, the correspondence clearly shows the situation and contradicts your claims. This experience clearly demonstrates that Max Pure Cases does not honor the quality of its products or its commitments to customers. Furthermore, your Trustpilot response focuses on blame-shifting rather than addressing the service and product issues, which is unprofessional and inappropriate. Potential buyers should be aware of this and a company like yours should know better. All the best to you.
Response from MaxPureCasesSep 5, 2025
Dear customer, We did agree to replace the item for you because, when you described the damage to the case and we took your word for it, it seemed reasonable. However, when we realized it was a fall damage and not a result of the item’s quality, we decided not to replace it. Apple and we both offer a 6-month limited warranty, but you wanted us to replace an obviously abused case after 10 months. We won’t do that. Even your bank sided with us and decided in our favor after we provided them with evidence. Giving us negative reviews won’t change anything in your favor. And we can see you prefer to give negative reviews to businesses instead of taking responsibility. Unfortunately, TrustPilot doesn’t allow for proper discussion or evidence upload, so anyone can simply write whatever they want. Your statement is not entirely accurate, and fortunately, we still have a great score on this platform despite them deleting over 80% of positive reviews (since non-paying businesses can’t be rated as Excellent). At the same time, they won’t delete or edit any negative reviews, even those that clearly violate their terms and conditions, such as profanity or personal information like name, address, and phone number of our employees. We have already reported those issues but to no result. All the best to you, MaxPureCases Team