I bought an iphone case from dbrand as a birthday gift for a friend, expecting their reputation and premium pricing to reflect a high level of service. Instead, what I received was an infuriating, drawn-out ordeal that left me deeply frustrated and disappointed. This order was placed well in advance to ensure it would arrive in time for the occasion. dbrand’s website gave a reasonable shipping timeline, and I trusted them to deliver. Instead, the order took over a month to arrive, completely missing the birthday. By the time it showed up, it was pointless—I had already scrambled to find an alternative gift. If I wanted Temu-level shipping timelines, I could've bought something from Temu instead. And even so, Temu's customer service is better. At nearly $60, this wasn’t a cheap purchase. When you pay premium prices, you expect premium service: timely shipping, clear communication, and a smooth resolution process if anything goes wrong. Instead, I got the opposite. dbrand failed to meet basic service standards, and the lack of transparency about delays or updates made the entire experience worse. To make matters worse, their responses were often condescending, as though I was at fault for expecting better service. The lack of respect and care shown in their communication, despite the shortcomings being entirely on their end, only amplified the frustration. When I finally decided to return the item, dbrand’s instructions were overly complicated and needlessly bureaucratic. I followed their steps exactly: blacked out my address, labeled the package, provided photos, and sent the tracking info. Even after confirming the return was made appropriately, they refused to issue a refund because I had filed a chargeback with my bank—a step I only took after being ignored for weeks--no shipping label, no contant, nada. The most frustrating part is that the chargeback claim had already been closed after the product arrived late, which means they could have issued the refund directly after completing the return process. Instead, they claimed their hands were tied and were content to sit out the 75 days (or more) it could potentially take for the claim to resolve with my bank. Even my bank representative thought that timeline was absurd. It felt like dbrand was happy to shift the burden onto me rather than owning their responsibility and doing the right thing. For a company that claims to value customer experience, this behavior was unnecessarily combative, unprofessional, and dismissive. I reached out to dbrand multiple times, waiting over 14 days without a response. Their guarantee of a response within five days turned out to be an empty promise. The few responses I did receive felt robotic (lives up to their name) and lacked empathy. The entire experience was draining, and I had to rely on my bank’s customer service to resolve the situation. dbrand overcomplicates what should be simple, especially for such a simple and overpriced product. Their shipping timelines are unreliable, their customer service is ineffective, and their handling of returns shows a complete lack of accountability. If they claim to sell premium products, they need to back that up with premium service. What I got instead was a waste of my time, effort, and trust. This is my last purchase from dbrand. I wanted this to be a thoughtful birthday gift, but it turned into a stressful and frustrating experience that I wouldn’t wish on anyone. dbrand’s lack of care for its customers is clear, and until they take real steps to improve their shipping, communication, and refund processes, I can’t recommend them to anyone. It’s not worth the hassle.