I think they need to remove the “Replies within one business day” from their packaging.
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Caudabe Poor Customer Service -Buyer Beware
- Thread starter Xpower
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That very well could be. Maybe I’m just too patient and lenient because I had a good experience. I don’t know how big of company Caudabe is, so I can’t blame a small team or anything.
Or staff up to meet their promise to customers. When I worked in retail/e-commerce, a 5-day turnaround on customer service email would not have been tolerated.
The problem is they didn't foresee or anticipate the action button being a button. The early leaks were that it was going to be haptic, then it changed to a button. This was all just rumour and leaks though, nothing official. They said themselves they started the preparation and tooling for new cases months in advance so when it was official they had to switch to both button and cutout cases.
They're not alone, several case makers had the same problem. I don't blame them, they're a small company, nothing size-wise compared to say Spigen.
Hopefully they've learned their lesson for next time and put more effort into research/preparation ahead of new launches. If Spigen and others can get it right, so can they.
Nah, you’re right. I’ve been buying from them for years, and they’ve always been great. There are a few occasions where they bent over backwards to fix a shipping situation for me which I was not expecting. This year I’ve had a few questions for them. First response took a few days but then I got multiple responses in the same week for subsequent stuff. Seems like they probably just got flooded during the launch and are working back to normality.
But bottom line, OP, I wouldn’t freak out too much. They’re a solid company in my experience.
Nice to see that. For whatever it's worth, I've always had positive interactions and I've spent a lot of money with them. They've always struck me as a company that stands behind their products. Plus, as others have said, I'm sure every manufacturer is getting bombarded this time of year. People just need to relax a little bit.
I’m so glad to hear it’s been resolved, it can be extremely frustrating when companies don’t respond cause it leaves the consumer wondering if it will ever get resolved. I’ve had amazing experiences with them and not so amazing as well. It’s all a very subjective experience.
Yeah, I agree. Companies can be like a black box at times. Coincidentally, I just received a response from them, and it was within a day of my asking. Actually less than a day if I'm being accurate. So it looks like they're getting things back to normal. I don't think they're a big company and probably just weren't able to handle the influx of activity immediately. They've gotten way more popular here on Macrumors in the last several years so I'm not that surprised. Having been on the other side of that in my professional life, I can understand that. Like I said above, they've always been class to me and have gone above and beyond, even once when the post office lost my package. Speaking of the post office, there's a prime example of bad customer service, but I digress.
Reached out to Caudabe support on 9/30, they replied on 10/7 to which i replied immediately. I'm still waiting for a resolution on my 10/7 email reply, so probably like a 1 week+ response time.
Unacceptable imo, especially when they advertise a 1 business day reply time.
Unacceptable imo, especially when they advertise a 1 business day reply time.
My latest order was an excellent experience...
Ordered a Black Sheath (Button Cover) on 10/8. Changed my mind re: colour so emailed them the next day (10/9) asking if they could cancel the order or change it to Celestial Blue. They replied the same day saying they'd caught it in time, and had changed my order as requested. It shipped the next day (10/10) and arrived here in the UK this morning (16/10). Not bad at all.
I do find messaging them on X/Twitter helps if you have something very urgent - they tend to reply within 24 hours on there and can pass things on to Customer Support.
Ordered a Black Sheath (Button Cover) on 10/8. Changed my mind re: colour so emailed them the next day (10/9) asking if they could cancel the order or change it to Celestial Blue. They replied the same day saying they'd caught it in time, and had changed my order as requested. It shipped the next day (10/10) and arrived here in the UK this morning (16/10). Not bad at all.
I do find messaging them on X/Twitter helps if you have something very urgent - they tend to reply within 24 hours on there and can pass things on to Customer Support.
I’m certain their cases are nice. I ordered mine early October
No status updates are available on their website. I wrote them on October 9 for a simple update
Since then I’ve left voicemails three times and wrote them six or seven times. Based on what’s said here, it’ll probably eventually come. But their support is absolutely non-existent and terrible. No automated response, just nothing
For me, that seals it up for me. I despise poor customer service
Looking forward to the product tho, simple and good looking cases according to the nice photographs 🤣
No status updates are available on their website. I wrote them on October 9 for a simple update
Since then I’ve left voicemails three times and wrote them six or seven times. Based on what’s said here, it’ll probably eventually come. But their support is absolutely non-existent and terrible. No automated response, just nothing
For me, that seals it up for me. I despise poor customer service
Looking forward to the product tho, simple and good looking cases according to the nice photographs 🤣
Every time you reply back through email it bumps you down to the bottom of their queue. Just be patient as they’ll get back to you if you stay patient.
Many of us had to wait 7+ days for a response, and we didn't reply back as you mentioned. Their Customer Service this year has simply sucked, and some of us had our order date bumped twice. I know some folks had a decent experience this year, but many of us haven't.
Probably just need to cut them a little slack as it really just sounds like a classic case of a company getting super popular and not having the manpower to deal with the influx. Their customer service has always been nothing short of fantastic when I've contacted them so I'm sure they'll get around to answering everyone. I've ordered several times in the past half year or so and shipping has always been fast, including iPhone 15 stuff. Product quality was of course excellent as usual. I returned one item and literally received a refund notification 3 minutes after dropping the package off at Staples which was a nice surprise.
Now contrast that with Amazon. I love me some Amazon, but I hate how Amazon makes it so hard to reach their customer support. And when you finally get through to someone there's a 50/50 chance whether they answer your question correctly.
Now contrast that with Amazon. I love me some Amazon, but I hate how Amazon makes it so hard to reach their customer support. And when you finally get through to someone there's a 50/50 chance whether they answer your question correctly.
I finally got a response that seemed earnest and not scripted.
They say 1-2 more weeks is expected. Glad they finally got to my email =)
Got the case yesterday.
Wow, it’s much nicer than I anticipated (my first time trying Caudabe).
Very surprised, glad it finally came
Mine came perfectly, for my 15 Pro Max. Have you tried to reach out for a replacement?
I've been a Caudabe fan since the iPhone X and Xr, but this buying experience has really soured.
I purchased the iPhone 15 Pro Max Sheath Gray on November 6th. At the time of the order there was no messaging on the product page about delays and I thought it would ship within 1-2 days.
Emailed the following week on 11/13 and they said they were getting more stock this week and it would ship later in the week.
It didn't ship. I emailed last week on Monday, November 20th. They said it would ship in 2-3 days. Still no shipping notification.
They did adjust my order to reflect the Black Friday 35% off at least and they kept offering to change my order to something else that was in stock. But, I want the gray sheath.
I know it's just a case, but it's kind of ridiculous to wait longer for a case than I did for the iPhone. I've picked up a cheaper case to get by since I was not expecting this long of a delay.
I purchased the iPhone 15 Pro Max Sheath Gray on November 6th. At the time of the order there was no messaging on the product page about delays and I thought it would ship within 1-2 days.
Emailed the following week on 11/13 and they said they were getting more stock this week and it would ship later in the week.
It didn't ship. I emailed last week on Monday, November 20th. They said it would ship in 2-3 days. Still no shipping notification.
They did adjust my order to reflect the Black Friday 35% off at least and they kept offering to change my order to something else that was in stock. But, I want the gray sheath.
I know it's just a case, but it's kind of ridiculous to wait longer for a case than I did for the iPhone. I've picked up a cheaper case to get by since I was not expecting this long of a delay.