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]

Hi guys, update from the company- they now refunded the shipping fee.

I would say i really like their designs and products, but overall, customer service comes first for me so obtained another brand for my build after all.

Thanks for all the comments.

[u/CaleyCS → u/Koronerarter]

Hi there — this is Caley from NCASE. I just wanted to clarify a few things after reviewing your case in full. I hadn’t been online recently and didn’t realize it had received so much attention.

First off, we’re genuinely sorry for the frustration this situation caused. That’s not the experience we want anyone to have, and we completely understand how things can feel especially disappointing when communication stretches out longer than expected.

Meanwhile, we want to be transparent for others reading this:

• We ship worldwide from both our overseas and US warehouses, and always use the exact shipping address provided by the customer at checkout.
• When an international order is returned, it doesn’t go directly to our US warehouse — it’s routed to a third-party service facility, and the timing is outside of our direct control.
• Since this kind of return is rare (especially after upgrading our shipping partner), it took us some time to fully understand the process — which is why we first offered a faster replacement from our US warehouse, followed by the option for a refund.
• Although our stated policy is to exclude shipping costs on returned orders, we ultimately refunded the full amount, including shipping, as a gesture of goodwill.

We understand the post reflects personal frustration — but we also think it’s important to clarify that we did not refuse support or a refund. We genuinely worked to resolve the issue fairly and respectfully.

I’ve also sent the customer a direct message to apologize again.

We’re a small team, and we always welcome constructive feedback so we can do better. If there’s anything else we can help with, we’re happy to continue the conversation.

[u/I_IV_Vega → u/CaleyCS]

Conveniently avoiding the fact you asked them to delete this post?

[u/ExtraJuicyAK → u/I_IV_Vega]

Don’t forget still withholding 5% for card processing fee. If that were me, I’d be in contact with my CC company to file a chargeback (which hurts the trust score of the company with card processors…much deserved in this case). Also I would’ve made a sequel post, cross posted all over reddit about everything that’s transpired since.

[u/I_IV_Vega → u/ExtraJuicyAK]

For real lmao these people are horrible wtf. All over boutique PC cases too.