Ordered a product in error and emailed for a refund. Received a very polite reply and a refund a few days later.
Much appreciated, thank you.
Response from MaxPureCasesDec 19, 2024
Dear Duncan,
Thank you for taking the time to share your experience! We’re delighted to hear that our team was able to promptly and politely assist you with your refund request. Your satisfaction is our top priority, and we’re glad we could make the process smooth and hassle-free.
If you ever need anything else or have any questions in the future, please don’t hesitate to reach out—we’re always here to help!
Warm regards,
The MaxPureCases Support Team
NR
Nandala R.
Had doubts before buying the product
Had doubts before buying the product, but I got a satisfying result of it and I don’t regret buying from max. Thank you
Response from MaxPureCasesDec 19, 2024
Dear Nandala,
Thank you so much for sharing your experience! We understand that having doubts before making a purchase is completely normal, and we’re thrilled to hear that our product exceeded your expectations. Your satisfaction is our top priority, and it’s wonderful to know you don’t regret buying from us.
If you ever have any questions or need assistance in the future, please don’t hesitate to reach out—we’re always here to help!
Warm regards,
The MaxPureCases Support Team
MA
maddie
Wish I could give zero stars
Wish I could give zero stars. They are terrible. I still have not received my package and every time I write to them I get the same automated email. Wish I never ordered from them.
Response from MaxPureCasesDec 18, 2024
Dear Maddie,
I am writing to clarify a misunderstanding regarding the cancellation of an order. It is important to note that once an order has been dispatched from our warehouse, it cannot be canceled. We have already sent you a notification regarding this matter:
“We regret to inform you that we are unable to cancel an order that has already been dispatched from our warehouse, as it is beyond our control. Please note that the item has physically left our warehouse and is currently in transit, whether in the cargo hold of an airplane or the truck of our shipping partner, making it impractical to intercept the shipment.
Nonetheless, once you receive the item, you have the option to initiate a return and request a refund. For more details, please consult our return policy on our website:
MaxPureCases Return Policy: https://maxpurecases.com/policies/refund-policy
We appreciate your understanding in this matter. Refunding the order at this stage would unfortunately mean providing the items for free, which is not sustainable for our business.”
After that, you just ignored this and posted the same question again. So we’ve sent the same reply again. And added this:
“The free shipping option is designed for customers who prefer the most cost-effective solution and are comfortable with a delivery time of 5 to 10 days. For faster delivery, we offer a standard international shipping option for $3.99, which typically takes 4 days. Additionally, for most regions, there is a $9.99 option for delivery within 2 days. These options are ideal for customers who require faster or expedited shipping.”
Given that you anticipate the cancellation of the shipped item, which is contrary to our policy and common sense, or the expedited delivery of the item within two days with complimentary shipping (despite the provisions outlined in the Terms of Service and Shipping Policy), I believe we are entitled to this rating.
Thank you for your feedback.
**Edit:** P.S. We were never contacted after this incident, which further demonstrates that individuals tend to react negatively to seemingly ordinary and anticipated behaviors, and their concerns quickly dissipate.
Regards,
MaxPureCases Team
PL
Patch Lee H.
No Returns for non EU customers
Beware that if you are a non EU customer you cannot return an unwanted item regardless of 14 days/30 days from purchase.
I emailed them 4 days ago and still no response so I contacted the chat bot on webpage and They only accept returns of goods if damaged. It does sate this in the small print but when did this become a thing? What happened to 14 day money back guarantee?
Response from MaxPureCasesDec 17, 2024
Dear Patch Lee,
We have not received any of your emails. We do accept returns for up to 60 days after purchase, regardless of your location. Please email us at [email protected], and we will resolve this issue promptly.
Thank you.
Regards,
MaxPureCases Team
Edit: and we were never contacted as usual… :(
MU
Muhammad U.
Mixed Experience: Mistake Resolved with Refund
I ordered a phone case from Maxpurecases but was surprised to receive random cufflinks instead. While this was a frustrating mistake, their customer service did handle it promptly and refunded my money.
Mistakes happen, and appreciate the resolution, but better quality control could have prevented the issue in the first place. I hope they improve their processes to ensure customers receive what they order.
Response from MaxPureCasesDec 13, 2024
Dear Muhammad Umar,
Thank you for taking the time to share your feedback, and we’re sorry for the confusion and inconvenience you experienced. We understand how frustrating it must have been to receive cufflinks instead of your ordered phone case. To clarify, we don’t sell cufflinks and do not stock them; however, we share a warehouse with other Amazon sellers, and it seems a logistical error caused this unexpected mix-up.
We’re glad our customer service team could promptly resolve the situation by issuing a refund. Your understanding that mistakes can happen is appreciated, and we acknowledge that better quality control could have prevented this issue in the first place.
Please accept our sincere apologies. We’re committed to refining our processes and ensuring that every customer receives exactly what they order. We hope you’ll consider giving us another chance in the future.
Warm regards,
The MaxPureCases Support Team
SS
SSam
3 weeks for a fake Apple case
It took over 3 weeks to get the case. When I told them to cancel the order they apologized and told me I would receive a refund. In this time I had purchased the same phone case elsewhere. The case arrived and I told them I would like to send it back and they would not allow this..I then disputed with my bank. It was a mess anywho the case also appears to be a fake so long story short don’t buy from here
Response from MaxPureCasesDec 9, 2024
Dear Sam,
It is correct that we cannot cancel an order once it has left the warehouse. However, it is inaccurate to claim that we did not allow for the item to be returned. Our return policy is clear, and we always accept returns.
The issue arose because you expected us to cover the return shipping costs after you decided to change your mind about the purchase. While we strive to assist our customers, we do not cover return shipping costs in such cases, particularly when communication is not conducted respectfully.
When this was not acceptable to you, it appears that you initiated a chargeback by claiming the item was “not as described,” despite that not being the case. We are currently awaiting the bank’s decision on the matter, and they typically side with us when transactions are fair and well-documented.
Regarding shipping, it is worth noting that the delivery took 10 days, which aligns with the standard shipping option you selected for $1.99. There was an opportunity to upgrade to 2-day shipping for $4.99, which was not chosen at the time of purchase.
In summary, this situation seems to stem from a misunderstanding and frustration. While we always aim to provide excellent service, we also maintain firm policies to ensure fairness for all parties involved.
Sincerely,
MaxPureCases Team
HB
Heather B.
I accidentally ordered the wrong size…
I accidentally ordered the wrong size case, and within days, I received an email response graciously agreeing to refund my purchase. Communication was super easy, and customer service was stellar! Order from this company and you won’t regret it.
Response from MaxPureCasesDec 9, 2024
Dear Heather,
Thank you so much for your wonderful review! We’re delighted to hear that our customer service could promptly assist you with the wrong-size order and arrange a refund. Your satisfaction is our top priority, and it’s fantastic to know our communication and support met your expectations.
If you ever need anything else in the future, please don’t hesitate to reach out—we’re always here to help. Thanks again for choosing us, and we appreciate your recommendation!
Warm regards,
The MaxPureCases Support Team
EE
E E.
Watch band experience …
I ordered a watch band & my experience was outstanding. I asked questions of their customer service & was answered positively immediately by Branko. My customer experience has been awesome!!
Response from MaxPureCasesDec 9, 2024
Dear E Eckert,
Thank you so much for sharing your wonderful experience! We’re thrilled to hear that you had an outstanding time ordering your watch band and that Branko provided you with immediate, positive assistance. Ensuring our customers feel supported is our top priority, and it’s fantastic to know we hit the mark with you.
If you ever need anything else, please don’t hesitate to reach out—we’re always here and happy to help!
Warm regards,
The MaxPureCases Support Team
