NEVER EVER: Vaja Cases

Hello everyone,

This is my first post here. I want to address some issues I came up with a case manufacturer called Vaja.

My experience in short:

I lost 154,20 dollars for Vaja and I was left with not a single product in my hand.

One could also say that their case did not protect my iPhone 6 when I dropped it. So I ended up paying 300 euros to replace it, too.

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Anyway, let me go in to the full story.

I ordered a Vaja Wallet Pelle iPhone 6 Leather Cover for my phone 15th of September. I received my case on 7th of October. I paid 124 dollars in total (including shipment to the Netherlands) for this case.

Fairly quickly I noticed that the case does not hold my phone in it. The "sticky" phone holder was not strong enough and I almost dropped my phone when opening the wallet case. This, however, luckily did not happen.

I complained to Vaja and got a response stating the following:

"That is ok. We will release a new design, similiar to the Agenda Wallet we already have for the iPhone 6 Plus,but for the iPhone 6. This has a grip as a base which does not have any sort of adhesive at all and adjusts to the phone back perfectly.
So , if you want, we can produce one of these cases specially for you, and send it once ready, so you can have this new model. This may take some days since we need to produce a new case.
There will not be any need to send this item back (but if you cannot get it fixed to your device's back, we would suggest stop using it, just in case)"

So basically they agreed that there is a problem with the product and they would send me another one, Wallet Agenda. I stopped using the previous case, because it was obvious that it is broken, and threw the it to garbage.

Then, after waiting for couple of weeks for the new Wallet Agenda case I received it. This time, the iPhone was indeed holding in, but something else happened. By my own mistake, I dropped the phone to the floor while it was inside the wallet case. And the screen was completely shattered.

So I needed to have a replacement iPhone from Apple for a fair price of 300 euros. I contacted Vaja once again to tell about my experience, that their case did not protect my phone at all. I did not blame them though, it was completely my own mistake, but I asked to have a refund after I send back the new case.

They agreed:

"As an exception this only time, we will accept the case back as a return, for a case price refund, no matter it is in used and marked condition."

So immediately after I proceeded and headed to the post office to send the case back to Miami, FL, USA. The postage costed me 24,30 euros (30,20 usd).

After I had shipped the package I got another email from Vaja:

"Please be so kind as to include the original Wallet Pelle case together with the Agenda in the package, since our Product Department needs them both for analysis."

I had already sent out the latest case and did not even have the original, broken, case any more. So I ignored the message.

I was tracking the delivery and some days after I noticed it had arrived to Miami, I contacted Vaja again to ask, where my refund is. This is what I got from them:

"Our Return Department informed that only one case was returned,
Bear in mind that as required you should send both cases we sent to you (original and replacement) to be able to issue a refund."

I tried to argue and told them that they were 1) late for asking to include the original, broken, case 2) they had already told me earlier that I don't need to return the original, broken, case 3) they had agreed that it is broken.

This was their last message to me. After this they would simply stop discussing the matter with me:

"Oh, yes, it was a must, that is why we required it.
Unfortunately, without that item,we cannot issue a refund, since that was even the original product detailed in the order returned."



So here I am, 154,20 US dollars short because of this company. Please be very aware of what you purchase.

Thanks for your support guys.

I tried to make a Paypal claim, but I was unable as it is over 45 days from the original money transaction (original case purchased on 7th of October).

I do not see if there is much to do...

carreragt7 said:

That's not what I read. (I admit, my reading comprehension may have been off as I had to cut my reply short and take a coworker to the ER, and I'll go reread the OP later tonight when I have time).

What I read above is during the original complaint about the case (before having received the 2nd one) that they wouldn't need to return the first case for them to send out the 2nd case. But then AFTER getting the second case, the damage happened and he complained and wanted a refund. They agreed to do so on on the conditions that he return BOTH at that time. We don't know the time between the message from Vaja saying they'd make *another* exception and accept a return for the refund and the follow up requesting both cases be returned. If it was a day or two, then I'd understand the OP's frustration. If it were minutes or an hour or so, that is just sucky timing if he really packed up the case and shipped it off before receiving the request to send both.

Two separate escalations, which required different return processes. He didn't need to return the original case in order to get the 2nd, but he did need to return both in order to get refunded after getting the 2nd case and -at no fault of Vaja's- the phone broke. If he still has any remnant of the original case (even just the box and leather sleeve they include) maybe Vaja would accept it and refund still. Yeah, he'd lose some more money due to having to ship a 2nd package, but he'd still recover a majority of the money.

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Hi there,

I would like to state the following again: At any point I did not blame Vaja for what happened to my iPhone when I dropped it. I only issued my concerns about how well do they actually cover the phone when this happens.

It took them one day to tell me to include the original case with the package. I did not have it anymore, as they had said it is broken and I absolutely saw no reasons to save it. And if I did have, that would had required me to send another package to Miami, costing me another 30 dollars.

enzo thecat said:

I can not defend their customer service, but their cases are magnificent. I have ordered 6 since September and they are all gorgeous. I've never seen another case so nice.

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Yes indeed, even though I faced a huge lag in their customer service skills, I can say that the two cases I received from them were nice looking and quality-build. Even though the first one did not hold the phone inside and the other one did not protect my iPhone.