Do not buy from Incipio directly

bkitchen0406

macrumors member
Original poster
Feb 5, 2012
99
0
They are shipping a lot of damaged cases and not replacing them. My wife thought it was a fluke, but after research we are finding that a ton of people are having the same problem. There customer service is total ****. We have been going rounds with them for a week.

On the plus side the makers of the gumdrop case have really good customer service. Takes them a few days to get back to u, but very helpful.
 

noobinator

macrumors 604
Jun 19, 2009
6,611
5,723
Pasadena, CA
They are shipping a lot of damaged cases and not replacing them. My wife thought it was a fluke, but after research we are finding that a ton of people are having the same problem. There customer service is total ****. We have been going rounds with them for a week.

On the plus side the makers of the gumdrop case have really good customer service. Takes them a few days to get back to u, but very helpful.
I've bought from them many times with zero problems. Do you work for gum drop by chance? Lol
 

bkitchen0406

macrumors member
Original poster
Feb 5, 2012
99
0
But have u ever had to return something?

Lol, no I don't, wanted to pass along the info
 

PhoenixMac

macrumors 65816
Mar 7, 2010
1,009
1
Customer Services seems okay to me. They shipped out the new Lexingtons with the magnet feature not working I called and they said they are sending out a brand new one free of charge and I get to keep the fully functioning one(minus the sleep/wake feature).
 

kobyh15

macrumors 6502a
Jan 29, 2011
616
0
Customer Services seems okay to me. They shipped out the new Lexingtons with the magnet feature not working I called and they said they are sending out a brand new one free of charge and I get to keep the fully functioning one(minus the sleep/wake feature).
Do I have to call them to get the new one as well, or are they doing it automatically to anyone who bought the non-functioning case?
 

drober30

macrumors 6502a
Jul 5, 2007
814
71
Wirelessly posted

Incipio customer service has always been great to me.

They are sending me a new Lexington after they get the new batch with the correct magnets/polarity added.

You have to call them if you want to exchange the case you teceived with a case with the sleep wake feature
 

spiderman0616

macrumors 68040
Aug 1, 2010
3,731
4,107
I had a bad experience with Incipio. I pre-ordered the Lexington for my iPad and then later decided didn't want to wait several days after launch to get it. I tried canceling my pre-order 3 times. The first time I tried I got a terse e mail from them saying that they didn't have my order in their system. So I got on their website and took a screenshot of my pre-order and sent it in. That time I got no response at all. The third time I tried, I sent a fresh email and the screenshot again, and that time it finally worked.

And now it sounds like I made a good decision. Very happy with my Belkin Snap Shield and my old Smart Cover.
 

deeddawg

macrumors G3
Jun 14, 2010
8,976
2,787
US
Calling is better than emailing them I've found.
This is generally true in many areas of life. Email is certainly convenient, but is often no substitute for picking up the telephone, dialing the digits, and speaking to another human being.
 

iLukeJoseph

macrumors 6502
Dec 20, 2011
263
0
Had no problem with the smart feather I ordered from them. But good to know their CS (at least via email) isn't up to par.
 

Blorzoga

macrumors 68030
May 21, 2010
2,557
65
They are shipping a lot of damaged cases and not replacing them. My wife thought it was a fluke, but after research we are finding that a ton of people are having the same problem. There customer service is total ****. We have been going rounds with them for a week.

On the plus side the makers of the gumdrop case have really good customer service. Takes them a few days to get back to u, but very helpful.
You have no idea what you're talking about. I received a defective case, called them, was not on hold for more than 10 seconds and was assured they'd send me out a replacement case as soon as they're available. You are obviously a shill for gumdrop cases.

----------

Do I have to call them to get the new one as well, or are they doing it automatically to anyone who bought the non-functioning case?
Call them
 

tom811

Guest
Feb 11, 2012
13
0
Just recieved my smart feather cover in the mail today. Looks good and works great on my new iPad. I like the way it locks in my smart cover. Very nice design.
 

bkitchen0406

macrumors member
Original poster
Feb 5, 2012
99
0
Update

My wife has called them 3 times now and sent one email. They keep making promises to refund, but they never do. We are still working on it. If you look up info on the company you can see a lot of people are having problems with the Lexington case and their customer service, not sure about the feather. I went out and bought my wife a different case so she would have something for her iPad. I ended up ordering a Hex code folio for my self since I had one I liked for the iPhone. I returned my gumdrop case with no problems, i found out I could not stand having the screen covered.
 

LostAggie

macrumors 6502
Aug 15, 2011
470
123
I have ordered for multiple devices and used their customer service for returns with no issues.
 

pbateman.as

macrumors member
Mar 25, 2011
82
0
I ordered the Lexington from them and decided to return it. Contacted them via email and so far no issues.
 

onthecouchagain

macrumors 604
Mar 29, 2011
7,382
1
I just returned my Smart Feather (decided I'm going to go naked on the back). I generated a return number from the website no problem. Got the emails with the instructions, and mailed it out. I'll update if I don't see the refunded posted in a week or so (website says it can take up to 5 days after receiving the return).
 

bkitchen0406

macrumors member
Original poster
Feb 5, 2012
99
0
Thanks for all your help guys.

Found out from customer service that the magnets did not work in any of the first batch. They say they will work in the second batch. For those that are getting new ones let us know, or if your Lexington case hase working magnets now.

The issue on my wife's was the strap was ripped and magnets did not work.

Thanks
 

bkitchen0406

macrumors member
Original poster
Feb 5, 2012
99
0
4 calls, 2 emails and no response

My wife blew them up on Facebook and then they refunded the money and took care of everything. So if you have trouble, blow up their Facebook site.
 
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