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Business Profile

Online Retailer

Casetify

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 122 total complaints in the last 3 years.
  • 36 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:04/16/2025

    Type:Product Issues
    Status:
    Resolved
    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 for my ************* 6, and the camera hole is significantly bigger than the camera, leaving room for damage to it. I emailed to tell them I'd like to return it, which was within the 10-day no questions asked policy, and was told I needed to send a video of me putting the case on. I said no, I've already put a case on that has an adhesive and will break if I take it off. They are now saying that my refund is contingent on me sending this video, the EXACT opposite of no questions asked. I'd like to get a refund as advertised. They refused without a video, which is ridiculous. After seeing other complaints, I think this company is fraudulent.

    Customer Answer

    Date: 04/23/2025

    I reread the emails from Casetify, and I now see that I initially missed the correspondence with instructions and an address for a return. I am going to send the product back now, but I do not want to close the complaint until I receive my refund. They gave me a really hard time trying to get the instructions for a return.

     

    Thank you

  • Initial Complaint

    Date:04/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 my phone cases on 2/19, and Casetify indicated they were shipped out on 2/25. I emailed them on 3/27 to ask for an update because even though they claimed to have shipped, the tracking number has not been updated since 2/20, when it was created. I have received no response as of today, 4/3.

    Customer Answer

    Date: 04/09/2025

    Thank you for letting me know that BBB has contacted Casetify on my behalf. 

    Before I filed, I had checked the tracking number, and there was still no movement. After filing the complaint with the BBB and you letting me know that you had reached out to them, I was notified that all of a sudden, **** had accepted the package and that it is on its way to me. Coincidence or not, I can't prove either way, but I'm glad that at the very least, I will receive my items. 

    Thank you very much for your help thus far. Have a great weekend, and thank you again for your help. 

    Regards,

    Jacquelin 

  • Initial Complaint

    Date:03/26/2025

    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.
    Ordered a product. Per the website no hassle refund policy. Website also indicates exchanges will get a return label. **************** denied label so I had to pay out of pocket for shipping. The return has been delivered per tracking and they claim they have not received it and will not refund

  • Initial Complaint

    Date:03/24/2025

    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.
    So on 1/20/2025 I accidentally purchased the wrong size phone and I had emailed them and sent it back so I could receive the right case then on 2/1/2025 they sent out the first case which I never received so I emailed them on 2/27/2025 to see what was going on then on 3/1/2025 they sent out the send case and I still have not received it, so I emailed again asking for a refund and then they offered to send it out again and I declined seeing as Ive been waiting almost two months and havent received either, and now that Im asking for a refund they are now not answering my emails.

  • Initial Complaint

    Date:03/24/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 iPhone 15 Pro case on 3/2/25. It is now 3/24 and I have no iPhone case. When I look at my tracking number, it says a label was created and it has been in "pre-shipment" from the same state I live in. I emailed CASETiFY company yesterday and they are telling me that they shipped it on 3/6 which is a lie. Now they are telling me they are launching an investigation with the post office. Then they stopped responding to my emails for updates. I had to contact them on X AND Instagram just to get someone to respond to my emails. Now I have a "replacement" sent but the tracking is once again in "pre-shipment" from the same state I live in. This company is not trustworthy and I am going to file a complaint with the ************************ next.

  • Initial Complaint

    Date:03/23/2025

    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.
    Ordered lens cover and phone case from Casetify and the lens cover was not included in the package. No billing slip either. Company refusing to send missing item or refund the amount and say the package weighed correctly when sent.

  • Initial Complaint

    Date:03/19/2025

    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.
    Placed an order for a phone case on ************* for a birthday present. Received an email saying it was shipped on March 5th. The tracking number provided does not work, and I tried contacting them to inquire and ask for a refund after the item never arrived and the tracking number is invalid. I had to purchase another gift as the birthday was a few days ago and would like a refund. There is no way to contact customer service other than submitting a form online and they are very rude and say I need to wait the allowed time for it to arrive and it is within **** sorting facilities which is not true as the tracking number does not work. I would like a refund, and they should be held accountable for lying and saying they shipped items customer paid for when they did not. Seems to happen to MANY people.Order #: ******** ************* Tracking Number that does not work: **********************

  • Initial Complaint

    Date:03/13/2025

    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 this on 2/7 - my product never came. I emailed them several times asking them where it was and they eventually got back saying that **** lost the cargo. They asked if I wanted the product reshipped, I said yes. It still has not come on the new delivery date. I reached out and they said the exact same thing, that the cargo was lost by ****. This seems very fishy that the same thing could happen TWICE. I have a feeling that I have been duped and they took my money and don't ever plan to send my my product.

  • Initial Complaint

    Date:03/13/2025

    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 product from CASETiFY (Order #********) and was promised a 12-month extended warranty as a Gold Tier Member. However, when I tried to claim the warranty, CASETiFY refused, claiming that the 12-month coverage only applies to orders placed after achieving Gold status. This restriction was never stated in their membership benefits or terms at the time of purchase.Misleading Advertising: CASETiFY advertised that Gold Tier members receive a 12-month extended warranty, but they later imposed an undisclosed condition that only orders placed after achieving Gold status qualify. This was not disclosed in their promotions or terms.Unfair Policy Interpretation: At the time of my warranty claim, I was a Gold Member, and according to their advertised benefits, I should have received the 12-month coverage. Their refusal to honor the warranty is deceptive.Attempt to Avoid Responsibility: Instead of honoring their warranty, they repeatedly offered me discounts (15%, then 20%) to avoid resolving the issue, proving that they are aware of the problem but unwilling to provide the promised service.I believe CASETiFY is engaging in deceptive business practices by advertising benefits that they later refuse to honor. I request that the *** investigate their misleading warranty policy and take appropriate action to prevent other consumers from being misled.

  • Initial Complaint

    Date:03/10/2025

    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 on 2/19, and they advised the order was shipped with tracking number **********************. **** never received the item, a shipping label was printed and thats it. Its now 3/10 and the company advises they have filed a complaint with **** but no real resolutions. I would like my case and better communication.

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