dbrand - bad quality / no response

Diego O. · November 4

Name of Brand: dbrand

Description of your issue:

I bought a Samsung Fold 5 Case, honestly, based only on how hard you (LTT) push dbrand's brand. (I usually use Spigen, and will again...)

The quality of the case is subpar to say the least. It has broken on me about four times for now, on less that 3 months of use. And this is with a really careful use. I keep having to glue it back together. It is literally falling apart.

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

What customer support channel? The contact form that no one answers? Yes, i've tried twice, i'm still waiting for an answer, almost a month later.

I must admit though that part of this is my own fault, i shouldn't have bought from a company that doesn't allow customer reviews of their products.

What would an ideal resolution of your issue look like?

Sincerely, a refund. The case belong in the trash and i have to buy a new one, from someone else.

At this point just an answer and a fake apology would feel like a partial win though.

A bit of context, i'm from Argentina, the phone was a gift, so i actually splurged on the case, it was really expensive but i wanted to protect the phone, so i made the sacrifice. Did not expect it to go this way.

Currently the case is on the phone, i do not want to take it out in order to take some pictures of it for fear of not being able of putting it back on again. Next time it breaks i will take some photos and add them to this post.

Diego.

CPotter · November 15

Hey Diego sorry for not getting to this earlier - I'm going to DM you, we'll need your order number and we will flag this to dbrand immediately.

RTX 3090 · November 17

@CPotter There's also a number of unresolved requests not being responded to in reddit too

Diego O. · November 20

Just following up on this.

I eventually got an answer, they asked for pictures (attached) and offered the option to have another case sent to me. I wasn't really ok with that, but it was the only option. Today it was received at my local Fedex facility, and they've asked me to pay 70 USD to release it.

I know that this can happen and there is usually a reimbursement. But i don't really have confidence in dbrand, and i won't spend more money hoping for it. Besides, I don't really want the product.

Finally, 70 usd? for something that cost 50 + 10 for shipping?

I honestly don't get it, it would have cheaper for them to just refund the grip case and call it done!

I've written back to let them know about this development and i guess i'll keep waiting...

PD: I would say that is nice knowing i'm not the only one that's been left hanging, but the truth is that it's not, it's sad and i feel for everyone else in this position...