Hallah A.
Google
I was gifted a personalised phone case from TDE. Two weeks later, my initials started to rub off which has never personally happened with previous phone cases I have ordered. On their website, it states that if you experience this problem then they will fix it for you free of cost so I decided to go to the Sydney CBD store to have the issue fixed. The sales assistant initially told us that due to COVID-19 they were not handling phone cases “because we don’t know where your phone could have been”. Excuse me? With or without COVID- 19, you don’t know where people’s phones have been and in this case, does that mean you are not accepting returns or repair of faulty items for other items purchased from your brand during the pandemic such as handbags, notebooks etc? Because technically, you can apply the same logic of “I don’t know where it has been” to everything under the sun. Upon the sales assistant realising my frustration, she agreed to take the phone case but made it as if she was doing me a favour. If your brand had such a policy, surely you would be communicating this to customers at the time of purchase, and making it clear on your website however there appears to be no mention of this. Nonetheless, a faulty item is a faulty item and to have something almost completely rub off after two weeks of purchasing is on you, not on the customer.
Around the same time the phone cover was purchased, my mother also had also purchased a personalised phone cover with her initials and the same thing happened with her phone case. I’m not sure what is being used these days but we never used to have this issue before with TDE...
