ComplaintsforSTMS Brands & Element Case
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Complaint Details
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Initial Complaint
07/15/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My case arrived and wasnt right(screws seemed to be cross threaded and had a gap, I followed the instructions on their website. Moments after opening and got a email we will be with you within a few days those days have came and gone and Ive now sent two follow up emails with no response. This is a $250 phone case not a $10 case. Ive owned more than a few from this company and never had an issueBusiness response
08/19/2022
Good afternoon,In response to your letters regarding a customer unhappy with his phone case I will advise that we been in communication with him and have sent him a return authorization and shipping label to return this item to us for a refund or exchange on 07/26/2022. He has not returned the product to us nor responded to either of the customer service teams emails to help him resolve this situation.There is no movement on the return shipping label provided, so I have sent out and additional email today to follow up on the previous emails and offer support as well for this situation in case the original emails went into his spam, beyond this we will consider it be supported/resolved on our side.Customer response
08/20/2022
they did NOT offer a refund or replacement, all they said was it was out of stock and they were unable to replace it till the end of the month. I do not like them handling this situation like they are for a returning customer.Business response
08/23/2022
We have sent him a Return Authorization and shipping label, outside of that there isn't much else we can do, he must return the item to receive a refund and we have made it as simple as possible for him. Maybe he would feel better to know that we released the employee who was managing his request.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.