Dan B.
Very disappointing experience
Very disappointing experience – misleading product information and confusing customer service I would strongly recommend being very careful before ordering from this company. I ordered a phone holder advertised with 3–7 day fast delivery. I ordered on 25 July but didn't receive it until 5 August, so it took 11 days to arrive. It also wasn't clear to me when ordering that the item would be shipped from abroad, which I think is important information for customers to be aware of before purchasing. When it arrived, my Google Pixel 9 wouldn't attach to the holder. I contacted the company and was told that they didn't have a product suitable for my Pixel 9. They explained that returning it would involve expensive international return shipping and offered me a 30% refund without requiring a return. I accepted this offer. Afterwards, I noticed that the product description specifically stated that a magnetic ring would be included, so I contacted them because no ring was in my package. There was no clear indication in the description that the magnetic ring did not apply to the version I had purchased. Their response was that the 30% refund had actually been provided because the magnetic ring was missing. This was not what I had originally been told. Their original email clearly explained that the 30% refund was being offered because the holder wasn't suitable for my Pixel 9 and because returning it would involve expensive international shipping. There was no mention whatsoever that the refund was compensation for a missing ring. They then asked whether I would prefer them to send the missing ring. When I said I would like the ring sent, they changed their explanation again. They are now saying that the particular MagSafe version does not include a magnetic ring/plate and that they don't recommend adding one. This is particularly frustrating because the product description I saw explicitly says that a magnetic ring is included, with no clear indication that this doesn't apply to the version I purchased. If a particular version doesn't include the ring, this should be made completely clear in the product description. I also wasn't aware when purchasing that returning the item could involve expensive international postage. That is a significant consideration when buying online, particularly when the product is advertised with 3–7 day delivery. So I have ended up with a phone holder that doesn't work with my phone, delivery that took considerably longer than the advertised 3–7 days, unclear information about where the item was being shipped from, confusing and contradictory explanations about a partial refund, and product information that appears inconsistent with what I actually received. The customer service experience has been extremely frustrating. The biggest issue for me isn't simply that the holder isn't compatible with my phone — it's the contradictory explanations and lack of clear information. Based on my experience, I would not order from this company again. ----------------------------- Update: Following my review, the company contacted me and offered a full refund, which I have now received. I have updated this review to reflect that the matter has now been resolved.