Complaint Rating:

Company information:
INCASE
15751 Tapia Street
Irwindale, California
United States
Phone: 888 283 8288
goincase.com

I have purchased a slider case for my iPhone at the Apple Store in January for $99.95. It works great until my visit to Miami the weekend of 7/18. The plastic film on the case literally melted away (see photo). My slider case now has many bald spots.

I email incase (email from original receipt) and was told to follow the return guideline online. The guideline was I need to fill out a claim form. I printed the form, filled it out and send the defective product, along with a copy of my original receipt to the address listed on the claim form.

I mailed it via Fed Ex on 7/23 and it was signed for on 7/24. After that no one seems to know what has happened to the package.

I emailed them on 7/27 and didn't receive any response so I wrote again on 7/31 and I finally received an email on 8/3. I was directed to call 626.338.6400.

I called on 8/3 and was told by the CS rep that the package was probably at some holding area since it did not have an RMA number. He took down my phone number and promised to call me back. I did not hear from him.

I called on 8/4 and this time I wrote down the name of the CS rep, David. He told me something similar and something different. He said package are usually send back if there is no RMA number. But he also said since it's been signed for, it could be somewhere. He promised to trace the package (asked me for the Fed Ex Tracking number) and and my email address. I did not hear from him.

I called on 8/5 and asked for Dave, was bounced to voicemail and left him a message. I did not hear from him.

If the slider case was indeed returned to me, I should have received it by now (it's been almost 2 weeks since they received the Fed Ex package).

Upon receiving the package and finding there is no RMA number, it would be a great customer gesture to contact me (they have my email as well as my phone number on the claim form), simply to notify me of the fact and that they will return the case to me pending a RMA number. Not only did this never happened, I have not heard anything from InCase despite my numerous emails and phone calls, not to mention their promises to get back to me.

I have not idea where my slider case is and they are not talking to me. It is very frustrating to be getting no answers at all. I simply do not have the time to follow up with them on a daily basis (and for how long???).

Their product is great but the customer service is the worst I have encountered.