Hello,
Unfortunately, I just had to deal with Ivyskin's customer support and I just thought I'd share my experience because this is one of the worst (if not worst) customer service experiences I have ever encountered. I'm appalled.
I bought my first Ivyskin case (Quattro T4) last year and was really satisfied with it. So when my girlfriend got her iPhone and wanted a case, of course I recommended Ivyskin.
Late last year, I noticed on their website that they started promoting a 2.0 version of their Quattro T4 case. Late December - early January I asked a question on their site which colours come in the 2.0 version. About a week later they responded:
This is posted on their site for everyone to see that I'm not making anything up or embellishing anything.
A few days later, I order a red case for my girlfriend's phone and another white one for myself. The cases come in and it must be noted the packaging look identical. There are no markings on it to indicate what version the case is. My girlfriend's red case was fine and as advertised. I opened mine and it's the 1.0 version
I write to their customer service and this is what a rep named Seth had to say
I wrote back explaining obviously the package has been opened. How else would I know it's a 1.0 version? There are no markings on the package to indicate that the item is version 1.0 not 2.0. I did not do anything wrong, and in fact, I took the necessary precautions before my purchase to ensure I am getting what I expected.
Seth writes back and basically gives me the finger even though I provided him a screen shot off their own website how I was mislead.
After that I replied how that solution is unfair and not acceptable, Seth ignores me for several days and decides not to write back. I took the initiative and called their support line several days later - which by the way was long distance for me because they don't have a toll free line. I explained to the person what occurred and he said send it back and he'll waive the restocking and shipping fee and note it on my account.
--Fast forward to yesterday--
Seth writes me back and says they received the package and I will be issued a refund minus the restocking fee of 15% and I will not be refunded the shipping cost because of two reasons: 1) the case is not in its original condition "it appears to have been used". Like I said, the white cases stain EASILY and 2) I forgot the little plug thing the plugs the charger input (face palm) but that thing is so tiny I can just ship it back to them using regular mail. I told him the person on the phone knew that the case has been removed from its original package and did not mention that the fees will be waived on those conditions. I told him to issue the refund or ship it back because I am getting fed up dealing with him. Seth replies he'll ship it back as long as I pay for the shipping How much shipping do I have to pay for their mistake?! I feel they are trying to weasel their way out of selling me something falsely advertised.
Needless to say, this has pissed me off so greatly, I will not be purchasing any more cases from them.
Unfortunately, I just had to deal with Ivyskin's customer support and I just thought I'd share my experience because this is one of the worst (if not worst) customer service experiences I have ever encountered. I'm appalled.
I bought my first Ivyskin case (Quattro T4) last year and was really satisfied with it. So when my girlfriend got her iPhone and wanted a case, of course I recommended Ivyskin.
Late last year, I noticed on their website that they started promoting a 2.0 version of their Quattro T4 case. Late December - early January I asked a question on their site which colours come in the 2.0 version. About a week later they responded:
This is posted on their site for everyone to see that I'm not making anything up or embellishing anything.
A few days later, I order a red case for my girlfriend's phone and another white one for myself. The cases come in and it must be noted the packaging look identical. There are no markings on it to indicate what version the case is. My girlfriend's red case was fine and as advertised. I opened mine and it's the 1.0 version
I write to their customer service and this is what a rep named Seth had to sayI wrote back explaining obviously the package has been opened. How else would I know it's a 1.0 version? There are no markings on the package to indicate that the item is version 1.0 not 2.0. I did not do anything wrong, and in fact, I took the necessary precautions before my purchase to ensure I am getting what I expected.
Seth writes back and basically gives me the finger even though I provided him a screen shot off their own website how I was mislead.
After that I replied how that solution is unfair and not acceptable, Seth ignores me for several days and decides not to write back. I took the initiative and called their support line several days later - which by the way was long distance for me because they don't have a toll free line. I explained to the person what occurred and he said send it back and he'll waive the restocking and shipping fee and note it on my account.
--Fast forward to yesterday--
Seth writes me back and says they received the package and I will be issued a refund minus the restocking fee of 15% and I will not be refunded the shipping cost because of two reasons: 1) the case is not in its original condition "it appears to have been used". Like I said, the white cases stain EASILY and 2) I forgot the little plug thing the plugs the charger input (face palm) but that thing is so tiny I can just ship it back to them using regular mail. I told him the person on the phone knew that the case has been removed from its original package and did not mention that the fees will be waived on those conditions. I told him to issue the refund or ship it back because I am getting fed up dealing with him. Seth replies he'll ship it back as long as I pay for the shipping
How much shipping do I have to pay for their mistake?! I feel they are trying to weasel their way out of selling me something falsely advertised.Needless to say, this has pissed me off so greatly, I will not be purchasing any more cases from them.
