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Business Profile

Online Retailer

Casetify

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 132 total complaints in the last 3 years.
  • 43 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi I order a an expensive iphone case personalise they not only sent th wrong size case but the design was not to my expections.I contacted them, and they said no problem please ship back at your expense.I did as they asked.once they received it they ask to dur the design again. I reponde I would like a case with no design since I did not like the work. They responded a day later saying they are not able to exchange it due to my payment method ****** a legal form of payment they accept and the only thing they can due I refund half of the money.They did not tell me that in the first original one mail. I attached pictures of the emails for your refrence. My order number is ********

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased this items on December 22, 2022 I paid $62. They committed to provide me with a case from their company but when I received this case it was the wrong size so I proceeded to email the company if I could exchange it for a different size and they sent me a return label and I shipped it off from the post office. I emailed them back that I had shipped the other case and they told me just to email them back about which case I wanted and I did but they never responded to my email or sent me a different case or even sent me back my money. Basically I paid for a case returned it and never received anything back. I got robbed of my money and never got it sent back to me.

  • Initial Complaint

    Date:09/30/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    May 24th 2023 $80.00 I purchased a phone case after receiving a custom case in the past that held up great. When I purchased in May, I was shocked to see the price increase of $20 more per case in the last year since my first purchase with the business. After my initial purchase I reassured myself that the case was still worth the price. After a month of having the product I noticed the design was peeling. I finally reached out to the company with a complaint (not a refund or warranty request) the company responded with "the design isn't covered under warranty". They have multiple warranties on their products but don't honor them when they are needed. This feels sketchy to me. Please do yourself a favor and skip this product.

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a phone case for an exorbitant $75 thinking surely it's a good case. Dropped a very expensive and new iphone a few feet from ground and back completely shattered. The complaint is with regards to Casetify's business practices. As a corporate attorney, I know unethical business practices when I see them (possibly fraudulent). You cannot get a live chat agent. Tried multiple times and every time it states "huge volume of messages, rest assured that we will be getting in touch with you at the earliest" which is never. Of course there's no phone number or email. The online contact form is limited to a 100 characters which is laughable. And when you attempt to upload a photo, it will not accept stating "JPG has invalid extension. Only jpg, jpeg, png are allowed." Meaning because the default file ext is capitalized. This is truly the most disingenuous and deceptive practice from an IT standpoint that I have ever seen. This is ********* based business and clearly operating under the loose business practices of *****.

  • Initial Complaint

    Date:08/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a case for my iPhone 13 Pro **** I received it, and within 3 days of use, it began discoloring and turning pink. I reached out to support via email, and they passive aggressively told me to communicate via ******** Messenger instead to prevent miscommunication. I tried to reach out via Messenger prior to using email, but didnt receive a response. I tried again, and theyre very slow to reply via Messenger. I was going back and forth with them and they offered to send a replacement case with a different colored bumper to prevent discoloration in the future. I replied saying yes please, but they never replied. I received an email just now saying that my ticket had been automatically closed because they required a reply from me and had been waiting for a while. Again, I replied via messenger like they instructed me to, but they said that they never received an email reply? Their customer service team is very contradictory and not helpful at all. Id ordered many cases from them in the past with no issues, but this is the first time dealing with customer service and Im getting aggravated.

  • Initial Complaint

    Date:08/18/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On august 8, 2023 I ordered two phone cases from Casetify.com, totaling about $140. Ive been trying to contact Casetify because my order was sent to the wrong address and it was too late for **** to intercept the package. Casetify originally told me that if **** couldnt intercept it, they would re-ship my package. But since that message, I have not been able to get in touch with them despite trying for several days in all the methods on their website Ive had a couple of instances where I got through the intro bot to a person who asked me what the problem was and then nothing once I told them. This is the first and last time I heard something substantive from a person Every time Ive tried to message them it says theyre experiencing a high volume of requests - no matter what time of day - and they will be with me as soon as they can. Then they dont ever get back to me If theyre willing to re-ship my order like they said they would, Im happy to drop it, I just want to actually get them to do SOMETHING

  • Initial Complaint

    Date:08/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a case after seeing their return policy no questions asked 100 % satisfaction guarantee. I reached out and they said I would have to pay for return shipping. Its very misleading to say 100% satisfaction guarantee and then said no questions asked return policy. I think it should also say right after that buyer pays return shipping even tho we offer a guarantee.

  • Initial Complaint

    Date:08/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a phone case $52 for my SILs birthday. I purchased the wrong size but the website says 10 days no questions asked guarantee. *** contacted the seller 3 times with no response and now the 10 days has passed. I would just like to get the correct case for his phone and return the wrong one.

  • Initial Complaint

    Date:07/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered an apple watch band, but the strap they sent does not fit my wrist. I have tried contacting customer service, but as they have no phone number and prefer you email or use social media to contact them, it takes several hours to get a reply. They denied me a refund, even though there site boasts a "100% Satisfaction Guarantee" and "No-question return or exchange on all orders". I am now being completely ignored by the customer service team. I am trying to dispute the charge as I feel like I have been scammed. This is criminal false advertising.

  • Initial Complaint

    Date:06/07/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Seems to be a common issue but here we go. I ordered a case from Casetify, its the wrong size, took weeks to get to me so now Im just trying to return the case and get my money back. The return policy seems very lenient and easy however its been weeks and nearly a dozen messages and requests through multiple platforms to Casetify with ZERO response. Starting to think Im stuck with a $78 case that doesnt fit my phone.

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