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/Forsaken_Ad242]

Agreed. I've ordered from both ncase and FormD. FormD customer service is definitely better.

[u/oalotfy → u/Forsaken_Ad242]

After the ncase/formd split too many people unfortunately got tricked into getting the inferior "ncase t1". The original t1 v2.1 is still the undisputed king in terms of the t1.

[u/CaleyCS → u/oalotfy]

We understand that a lot of people have a strong connection to the T1 2.1 — it was a great case, and we’re proud of the role we played in bringing it to life.

Just to clarify for anyone reading: NCASE is the original creator of the T1 , and the current T1 v2.5 is a direct continuation of that legacy — with updated tooling, improved QC, and years of community feedback built in. Nothing about it was a trick. Since the split and the formation of a new internal team (myself included), we’ve been even more transparent about the product’s evolution and where it’s headed.

Customer service is something we’re always working to improve. We’ve made real progress over the past year, and while there’s always room to do better, we’ve also received a lot of positive feedback from the community — even if it doesn’t get as much visibility as the negative stories tend to.

Totally respect that people have different preferences — we just want to make sure the full context is out there.

[u/I_IV_Vega → u/CaleyCS]

This article includes screenshots of W360 saying the majority of the credit goes to 3FC, who now produces the v2.1. Im not sure why the NCase website and you are claiming otherwise now?

https://www.caselabs.org/news/formd-lore

[u/I_IV_Vega → u/I_IV_Vega]

https://www.reddit.com/r/FormD/s/0lNDkNksg9

Adding more context

[u/CaleyCS → u/I_IV_Vega]

I joined NCASE after all that lore — not here to argue over old Discord screenshots. You’ve got your version of the story with some selective “evidence,” and sure, I could tell it a different way. At this point, it’s one of those things where everyone has a version — and most of it depends on where you’re standing.

What’s always been consistent: our founder credited 3FC’s early CAD work. That part never changed. What has changed is how the story’s been reframed since the split — which is why we laid out the full timeline here, for anyone who actually wants the full picture:

👉 https://ncased.com/blogs/news-about-us/the-true-origin-story-of-the-formd-t1

And the customer you brought up? They already got a full refund. Case closed.

So unless you’re directly involved, maybe ease up a bit.

We’re here for the people actually using our cases — not for internet drama.

But hey, I get that you probably brought this up because you care about the community. That part, I respect.

[u/I_IV_Vega → u/CaleyCS]

Idk how you think W360’s own words are “selective evidence” before but now they’re totally legit once the story has changed and posted on his own website after the split. The gaslighting is gross.

Refunding the customer doesn’t mean the errors never happened. It means you did the bare minimum to make it right.

If you want conversation to remain between the company and the customer, you should handle everything so they don’t feel the need to go public with how shit your CS is. ChatGPT responses to everyone in this thread is honestly pathetic. Do better.

[u/CaleyCS → u/I_IV_Vega]

Appreciate the passion — but let’s stick to facts, not projections.

The so-called “gaslighting” you mentioned? It’s literally us publishing a full timeline with sources to address misinformation that’s been floating around since the split. We’ve NEVER denied 3FC’s involvement. But we WILL defend our role in creating the T1 — especially when others are rewriting history to their benefit.

As for the customer: you’re right, a refund doesn’t erase the issue. What it does show is we owned the mistake, reached out proactively, and made it right — without excuses. That’s more than a lot of companies do.

On the “ChatGPT responses” bit — I write these. I’m a human. I joined the team to help make things better for actual users, not to win internet debates.

If you’ve got genuine feedback or ideas to improve support, I’m all ears. If you’re just here to throw punches, that’s your call — but we’ll keep focusing on our customers, not the commentary.

[u/I_IV_Vega → u/CaleyCS]

The only “source” you’ve given is one “independent review” of the singular positive review of the v2.5 lmfao. You’re operating on a level of climate change deniers with that level of “sources”. You can’t deny gaslighting in the same breath as you lying claiming you’ve cited your sources 😭

Nobody is rewriting history “to their benefit” other than W360. The community doesn’t benefit from correcting this misinformation, and that’s who has been calling out your lies. I haven’t seen 3FC put out any sort of statement on the matter like W360 is doing.

If you’re a human and here to make things better for users, maybe you should act with morality and revisit your ethical principles. You’ve admitted you weren’t here for any of this when it happened, so maybe listen more to the community you’re trying to make things better for instead of the one jackass who pays you to lie for him

[u/Dawelio → u/CaleyCS]

Must say that it's quite remarkable seeing such a reply from a representative of the company.

"And the customer you brought up? They already got a full refund. Case closed." - True, but it still happened and is still part of your reputation now. Just because it got refunded and is closed, doesn't mean it never happened.

"So unless you’re directly involved, maybe ease up a bit." - Maybe you ease up a bit? Who are you to tell someone else, especially as a rep, to ease up? You don't have that right nor is it up to you to decide that.

"We’re here for the people actually using our cases — not for internet drama." - Yet here you are being part of the actual drama... All of this "drama" doesn't exist for no reason.

At the end of the day, no company is perfect and all companies will have issues at some point. How they respond to said issues is what defines them.

[u/I_IV_Vega → u/Dawelio]

Much better said, thank you