“I’ve been a loyal Casetify customer since 2020 and never had an issue—until now. But when something finally went wrong, the support I received was beyond disappointing.
I placed an order on June 1st, and after over a month of delays, confusion, and back-and-forth emails, the issue is still not resolved. The courier used (ECMS) was completely unfamiliar to me, and even after I reached out to them directly, I got nowhere. Casetify then asked me to provide a photo of the original parcel bag — something I no longer have and wasn’t told to keep. It’s unreasonable to expect customers to hang onto packaging for weeks just in case something goes wrong.
I’ve explained multiple times that I live in student accommodation where parcels are often lost or misdelivered, and it’s simply not possible for me to provide the kind of “proof” they’re demanding. Despite this, they continue to push the issue back onto me instead of offering a solution.
At this point, I’ve essentially taken a £109 loss — which is incredibly frustrating, especially in today’s economy. I no longer want the replacement item because of how stressful this process has been, but returning it isn’t straightforward either.
What’s most disappointing is the lack of human understanding from their support team. None of my concerns were really acknowledged, and I constantly felt like I was dealing with an automated system rather than someone genuinely trying to help.
This whole experience has completely changed my opinion of Casetify, and I won’t be ordering again.”
“They will charge YOU for the exchange shipping cost if THEY sent you the wrong thing. Customer service was useless and dismissive. My 70 dollars case will now be 85 and ill get it in 2 months. HATE THIS COMPANY”
“3rd time I have bought a phone case, this time the print starts to be removed after just 1 month of use and this is not covered by the warranty. The cases are not worth $70.
My previous cases have started to broke down after 1 year of use, which still isn't that long considering the price we pay. This is certainly the last time I buy from them, considering the poor quality and the poor customer service/warranty.”
“Have waited over a month for the product. Keep contacting customer service for reimbursement for at least the shipping costs and they just keep sending me a link to track my package. Once I receive the item I will be returning. Ordered February 18th still to no avail. Ridiculous”
“After that, I pre-ordered a case and told the staff that I would pick it up before 11am the next day because I was busy. The staff replied that they would try. When I got there, the staff said to wait another 25 minutes. When the 25 minutes were up, I went again and the staff said to wait another 25 minutes. This made me waste 50 minutes of waiting and did not receive the case. Because I could not wait 50 minutes because I had to rush to work. I was late for work and did not receive the phone case. Very bad work.”
“Terrible customer service, no accountability for faulty product and told that because im outside of the US ill need to pay for return postage and no refund only a store credit.”
“10 day shipping window, tried to email them for the return address and they wouldn’t respond. I shipped it to the return address that was on my package that i received. They emailed me saying that I need to reach out to ups to solve it because it got delivered to the wrong warehouse in illinois. Anyways a waste of $120. Terrible customer service.”
“I purchased a few items from Casetify in September 2024. The order took 2 months to be shipped, and the package never actually made it to my doorstep. Casetify told me I had to deal with the shipping company (DHL) to obtain proof of shipment. (How a person can obtain proof of a shipment that never occurred is a philosophical question I won't bother getting into here...). Anyway, DHL never answered any of my emails, so that was a dead-end. Eventually, Casetify agreed to send me a replacement order. By the time they actually got around to packing my order, the items I'd wanted were no longer in inventory. Still they refused me a refund, so I changed my order to some items they did have in stock. Months later, Casetify e-mailed me to tell me my address was incorrect and they couldn't ship me anything. It's now January 2025 and I'm still fighting with them for a refund.”
“Wish there was an option for 0 stars. A company with no customer service phone number and 10 day return policy at Christmas!!! States everywhere 100% customer satisfaction. What a SCAM!!!”
“I had the worst experience with this company. Ordered a case and spent an extra $15 shipping in order to have product by Christmas. Never received a order #. Received a CHEAP Christmas case that does not fit the phone. Reached out after receiving incorrect case and only get auto responses that keep asking for order # to which I keep advising I did not receive. After 40 + emails (they do not have a phone #) still not resolved. They wanted me to send a video that the case I received does not fit!? Gave multiple chances for resolution and still have no case or refund of $74.”
“Bought as a gift for the holidays. Was unable to exchange item for a different size. “It’s been more than 10 days since you received your order”. Exchanges should be allowed for a longer period around holidays.”
“I purchased a phone case that arrived December 2 as a Christmas present. The size was wrong when my daughter opened it on Christmas. I immediately messaged the company. They do not have a customer service number. Only an email option. It took three days and three emails to get a reply from the company. $92 later, they refused to let me do an exchange for the correct size because I was outside of their 10 day return/exchange window. OF COURSE I WAS! I SHOP EARLY FOR HOLIDAY PRESENTS! I have made several purchases from them. NO MORE.”
“casetify never update my order status via e-mail and only sent thru SMS by phone which somehow I missed two times , the order values is not less and their help support said they notify me thru SMS and that's all but they collected my money in advance and somehow blame the fault to the uses plus the quality is not that good compare to the prices and services. their only SP is collab with brand. their service and customer service is really unbearable they said they offer me dc for complimentary and they never gave me anything they just never reply my e-mail anymore.”
“It's really upsetting, they completely failed to deliver 100% satisfaction, it's a scam.
I placed my order on 11.17 and only received it on December 3, after which I requested a refund and in the meantime customer service started not returning my emails.
Now I have sent the return delivery to the address they gave me, but they said they didn't receive a notification from the warehouse and won't give me a refund.
I don't know what's wrong with their warehouse. Please be sure to be careful! Lastly unless you are not going to make any returns, please be careful with your order.”
“Unbelievably bad quality. I've had my Casetify phone case for less than 6 months and the image has chipped and the sides are separating from the back.
I work from home and typically leave my phone on my desk. I barely move my phone. There's no reason for this case to be falling apart already. By comparison my Otterbox cases look brand new despite being 3 years old.”
“I wish I could give negative stars and can’t say enough do not buy from them. Do not waste your time or money. The satisfaction is guaranteed that is plastered all over their website is a lie. Their customer service does absolutely nothing, they will not give you a case from the warranty I have tried previously. I ordered from the wicked collab, they charged me $12 more for a non MagSafe case. They refused to price match their own website, and said prices are subject to change. They would not exchange for the MagSafe version that was the exact same cost. Nor would they cover return shipping fees. It’s an absolute scam and I probably exchanged 20 emails with “customer service”. It costs them more to ship the new item than it does to price match what I was asking. I will never give these people another dollar. They charged me $80 for a non MagSafe case, I don’t care how far you can drop it nothing is worth that much it’s just plastic.”
“ordered the Dancing Dolphins case from the Lisa Frank collection. one thing about Lisa Frank is its allllll about the neon. the collection claims that the cases all add a “vibrant pop of color” and the picture makes the color look nice and bright. yet my phone case arrived and this is not at all the case. the color is not vibrant at all- it looks as though they took the image, put a dimming filter over it and THEN printed it. the design is still great but i am very disappointed in the color quality and the way the picture made it look way brighter than it is in actuality. i will not order another case from this company again.”
