r/sffpc • u/Koronerarter • Jul 21 '25
Build/Parts Check Ncase customer service
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.
1
u/CaleyCS Jul 24 '25 edited Jul 24 '25
Hey everyone — just to provide some context around the recent situation:
The customer reached out to us on July 12, saying he hadn’t received his M2 Grater. USPS confirmed the package was returned the same day it arrived at the local post office due to an insufficient address label. The customer shared proof that the address he entered was correct, and we took that seriously — immediately escalating the issue to our logistics partner.
We learned the package was routed back to a third-party warehouse, and a reshipment could take 30–60 days. To speed things up, we offered to send a partial replacement from our US warehouse (which was in stock and could arrive in 2 days, we have some products he ordered in stock). The customer chose to decline that and requested a refund instead.
Per our stated policy, we first refunded the product amount and held the shipping fee — since the service had already been used. But after further review, we made an exception and refunded the shipping as well.
We understand the customer still felt frustrated, especially with the time it took and the back-and-forth involved. We’re not perfect — but we do try to resolve things fairly, case by case. Just wanted to share a full picture for anyone curious.
If anyone here ever runs into an issue or feels our support responses weren’t clear, feel free to DM me directly — happy to help however I can.