“International buyers beware. Their e-commerce platform automatically places up to a 25% markup when converting to a different currency. I’m in Singapore and rather than the SGD100.99 RRP I’m supposed to pay (which is the equivalent of USD 74), just as I’m about to checkout I am given a price of SGD 125.
I got in touch with their customer care via WhatsApp and the conversation eventually moved to Email after 4 days. They take 24 to 36 hours to reply to each chat message. About 30-35 hours to reply to each email. Their replies were extremely unhelpful. In their replies they acknowledge they have this issue with their e-commerce platform, have not placed any warnings to international buyers who might miss the price hike at checkout, but said they would honor their retail price. When I asked how they would honor it, would it be a refund after purchase, they did not reply. Someone then followed up via email to ask if I would like a 20% discount code. When I asked if they could do better, seeing as that was still above recommended retail and I’d been on hold for 6 days at that point, for an answer (like could they comp expedited shipping). They said the 20% code to fix the 23% price discrepancy was the best they could do. They also suggested I should just buy the case off Amazon and pay for it to be shipped from the US. I gave up after 8 days of trying to make the purchase
Mous used to be one of my favorite phone accessory brands. Was fan enough to attempt to preorder my Mous case before preorders opened for the iPhone 15s.
This was a truly frustrating interaction. They were careless, inattentive, and seemingly unconcerned that their main sales channel was continuing to overcharge customers at checkout. More than a week on I just checked and the issue persists. I have completely lost trust in them as a company.”
“Mous offers a 10% off coupon for first time purchaser if you give them your email address but doesn’t accept it when you make a purchase, I spent almost $150 and got nothing off, then a so sorry we don’t correct the error after purchase email from their customer service person. Faulty coupon is one of the categories for contacting them. So it’s pretty clear that they don’t want to honor their coupons…case is fine but the purchasing experience taints it for me every time I look at it, or the one purchased for my husband. Will never buy from them again, since there are other fine options available.”
“Good responsible seller with friendly customer service support ! Most awesome phone case I’ve ever use ! Real authentic material plus AirShock ~ no regret to go for it !”
