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.