Catherine
Never received my item. Appalling Customer Service – Avoid This Company
I ordered a phone case for my iPhone 14 Pro from this company and never received it. Despite their courier marking it as “delivered,” the parcel did not arrive with me and I made multiple attempts to resolve this with the customer service team. When I contacted the company, instead of taking responsibility as required under UK consumer law, they refused to help and insisted I pursue their courier’s insurance myself, which is incorrect and in no way my responsibility. Even worse, their response included an offensive and discriminatory remark about “immigrants” allegedly stealing parcels, which is completely unacceptable and offensive in any professional setting. The tone of their emails was dismissive, rude, unhelpful, and at times wholly inappropriate. I am now having to recover my money through my bank. A retailer that sells in pounds sterling on a UK-facing website must comply with UK consumer law, but this company has shown no willingness to do so and has been incredibly rude in the process of trying to resolve my issue. I would strongly advise others to avoid purchasing from them. Adding an addendum to this review as since leaving it I have subsequently received an abusive email from the CEO of the company stating I am what’s “wrong with the world”. They are also refusing to speak further with me unless I delete my review. To quote their email: “ I don’t care about your Consumer Rights Act, lady” - which is concerning for a company selling the UK if they don’t understand the literal law around consumer rights. To reiterate - I would very much avoid this company at all costs.
Response from MaxPureCasesSep 24, 2025
Dear Catherine, This assertion is entirely inaccurate. If you had invested only 10% of the effort required to claim insurance compensation, you would have already received it. We consistently demonstrated kindness and assistance towards you. However, if you claim that you did not receive the parcel, despite Yodel providing GPS-verified photographic evidence of delivery, the only course of action you should take, rather than blaming us, is to heed our advice and collect the insurance compensation. Indeed, we mentioned that the most probable explanation for the loss of your parcel is that an immigrant worker stole it. Alternatively, you could be lying about not receiving it. Reddit is replete with accounts of immigrants stealing these small parcels. We discussed this matter after exchanging several emails. While it may appear “racist,” it is a reality that is causing the United Kingdom to experience political turmoil and social unrest, while we pretend to remain oblivious and strive for political correctness. I am pleased that you provided us with this feedback, as many individuals will read that we prioritize doing what is morally correct over maintaining a high Trust Pilot score. While you are our customers, it is equally important that you treat us with respect and fairness, not just the other way around. P.S. It is important to note that we have consistently treated you fairly and respectfully from the outset. We prioritize customer satisfaction and adhere to a uniform approach in our interactions with all clients. The fact that you are a doctor and hold a PhD in a specific field does not grant you the authority to instruct us on our business practices or dictate how we handle such situations. Upon entering our contract, you agreed to our terms of service. Your sole responsibility was to obtain the insurance coverage and refrain from advising the US company on how to conduct business or making assumptions about their procedures. The information you provided to us does not apply to an online business, and even if it did, I would like to reiterate that our package has been delivered. All available evidence, including delivery proof and GPS confirmation, indicates that the parcel was delivered to your specified address. In my personal opinion, it is highly probable that the parcel was indeed stolen from you. This belief stems from my research on the topic of “immigrants potentially taking what is not theirs.” I mentioned this possibility as a potential explanation for the situation and emphasized the importance of our insurance coverage. The only missing element is your signed affidavit, which would enable the insurance company to process the reward within a 72-hour timeframe. Furthermore, I have consulted with the insurance company, and they share my concern that these incidents are predominantly attributed to immigrants. However, they acknowledge that such pay-offs are still being made. Your decision to engage in a prolonged argument with us and provide negative reviews instead of directly claiming the insurance money suggests a lack of humility and self-awareness.