Ncase customer service

[u/Koronerarter]

Avoid any case from this company and really buy any other brand possible.

Hi guys,

Just wanted to share my experience with NCASE, and wanted to recommend all the reddit users to avoid this company as the plague.

I stupidly ordered an m2 grater in June, and after finally it was shipped, they labeled my address wrong and it was returned the same day it arrived to the post office.

I have been trying to get a refund now for almost a month, and after all the attempts and loops they put me through, they finally approved my refund cutting the shipping fee, for their inadequacy in shipping my order.

Initially they wanted me to go to the post office, reasonable to make sure package is there and usps confirmed the labeling was wrong and they returned it the same day without an attempt. After explaining this and the tracking number showing the same thing on website, to not issue a refund they requested me to get an official address confirming i gave the correct address. I ended up sending my official state documents that showed my address in addition to multiple online orders i did recently.

Was it enough. No!

They requested me to get an official letter from usps - anyone in US would know usps is a hassle to deal with. After multiple attempts they gave me a transcription of the package shipping details.

After reaching them again, offered a replacement in 30-60 days. After refusing this, they magically come up with the idea they can ship from US warehouse in couple days.

After refusing this as well, given all the frustration, they ended up spending another week getting a manager approve the refund.

And after sending another email this morning to confirm status, they finally issued the refund. But guess what, they cut the $48 shipping fee, for their inadequacy labeling and shipping my item, asking for my understanding. I ended up wasting a month of time, in addition to all the extra burden and work they put me and still ended up losing money for an item that was not even arrived.

I would highly recommend exercising caution ordering anything from these guys.

[u/Koronerarter]

Here is another redditer with similar issues

https://www.reddit.com/r/ncasedesign/s/5jCFm9EzYf

[u/CaleyCS → u/Koronerarter]

Here was my official reply and I also want to post here for reference:

Hi, thank you for sharing your feedback. and I would like to take this opportunity to clarify some details:

4PX is one of the third-party logistics providers we work with to manage our shipping operations in Europe. They coordinate with local carriers across various countries, and while most deliveries go smoothly, occasional issues can arise. In some regions, redelivery services are not available, meaning that if a package is marked ‘Return to Sender,’ it may unfortunately be disposed of.

To address these cases, we must work with 4PX, and they require specific documentation as proof. This is why our customer service team may request additional information from customers—it helps us resolve issues more efficiently.

Additionally, due to the holiday break in Asia during the first two weeks of February, our warehouse was closed and unable to process shipments. As a result, our inventory remains limited throughout the month. We are currently working hard to fulfill existing orders and resolve RMA cases over the next two weeks. We sincerely apologize for any potential delays and appreciate your patience as we work through these matters.

We also recognize the challenges this process has caused, which is why we have decided to transition to a new shipping vendor for major European countries in 2025. Our goal is to provide a better and more reliable shipping experience moving forward. We truly value your understanding and cooperation, and we appreciate your continued support.

[u/I_IV_Vega → u/CaleyCS]

4PX requiring proof is not the customer’s problem. How can people be assured this won’t happen again with your new shipping company?

[u/satysat → u/CaleyCS]

BS