Thepixelcase Reviews 63

Reply from Thepixelcase

Sep 19, 2025

Hi Collin,

Thank you for your honest feedback, and we’re truly sorry for the frustrating experience you've had.

We understand how disappointing it is to wait for accessories, especially when you're excited about using new Pixel 10 Pro devices. You're absolutely right that a delay like this shouldn’t happen—especially when fast shipping was selected.

Let us clarify a few things and make it right:

Your Order: It left our warehouse on September 11th, which is within our 1–3 business day processing window. However, we fully acknowledge that the shipping time from China to your location has not met expectations.

Shipping Location: At the time of your order, due to high global demand from the Pixel 10 launch, our U.S. inventory was depleted. To ensure all orders could still be fulfilled, our team had to dispatch certain models from our primary warehouse overseas.

Improvement Plan: We completely agree with your point about U.S.-based fulfillment. In fact, we’re actively working on restocking our U.S. hub in California to handle faster delivery for future Pixel launches.

We Can Help Now: If your cases still haven't arrived, please reply with your order number or email so we can personally track the shipment and offer you compensation or a full refund—whichever you prefer.

We care about our customers and your experience matters. You're not just an order number to us, and we’d love the opportunity to make this right.

Warm regards,
Madison Reed
Customer Support Manager

Reply from Thepixelcase

Sep 19, 2025

We’re truly sorry to hear about this frustrating experience, and we completely understand your disappointment.

It sounds like there was a fulfillment error where only the screen protector portion of your order was dispatched instead of the full Pixel 10 Pro case package. This is absolutely not the experience we aim to deliver.

Here's what we want to do to fix it:

Immediate Resolution: Please send us your order number or email address at contact@thepixelcase.com
, and we’ll verify the order and ship out the correct Pixel 10 Pro case right away — at no extra cost.

No Response Issue: If you haven’t received a reply, we sincerely apologize. Our support team has been handling a large volume of messages due to the Pixel 10 launch surge, but we’re expanding our team to reply faster and ensure no messages go unanswered.

We’re a small, passionate team and your feedback helps us improve. Thank you for your patience, and we hope we can earn back your trust.

Warm regards,
Madison Reed
Customer Support Manager

Reply from Thepixelcase

Sep 19, 2025

Hi,

We sincerely apologize for the experience you’ve had — this is not the standard we aim to deliver.

Receiving a broken glass screen protector instead of the 2 cases you ordered is completely unacceptable. We understand how frustrating it must be, especially after a 15-day wait and no response from our side.

Please allow us to make this right:

🚨 What to Do Now:

Email us directly at contact@thepixelcase.com
with your order number and photos of what you received.

We will immediately review your case and send you a replacement or full refund — your choice.

We take full responsibility for this mix-up and are currently investigating how this error occurred in our logistics system. Your feedback is incredibly valuable, and we are using it to improve both our fulfillment and response times.

Thank you for your patience, and again, we are truly sorry for the inconvenience caused.

Warm regards,
Madison Reed
Customer Support Manager — The Pixel Case

Reply from Thepixelcase

Sep 19, 2025

Hi there,

I'm truly sorry to hear about your recent experience with our Magnetic Case Ring Stand for the Pixel 10 Pro XL. That’s absolutely not the standard we aim to deliver.

🔧 Regarding the Product Issue:
It sounds like the magnetic component and adhesive did not hold up as expected, and I completely understand how frustrating that must be—especially after just 10 minutes of use. This particular issue may be due to a rare production fault, and we take such quality concerns very seriously.

📦 Return & Replacement:
If you're looking to return the item, we’ll make the process as smooth as possible. Please email us at contact@thepixelcase.com
with your order number, and we’ll:

Issue a full refund, or

Ship a replacement with upgraded adhesive — your choice.

📬 Important Note:
We’ve been working closely with our supplier to improve the adhesive used in this model, and newer batches are already updated. If you'd like to give it another try, we’ll ensure you receive one of the improved units at no extra charge.

Again, I truly apologize for the inconvenience. We appreciate your feedback — it helps us get better every day.

Warm regards,
Madison Reed
Customer Support Manager – The Pixel Case

Reply from Thepixelcase

Sep 19, 2025

Hi,

Thank you for taking the time to share your experience — we completely understand your frustration and sincerely apologize for the disappointment.

🚚 Regarding Premium Shipping:
You're absolutely right to expect faster processing and better communication when opting for premium shipping. In this case, it’s clear that we failed to meet those expectations, and that’s not the experience we strive to deliver. While international logistics delays can happen, especially due to customs or cargo flight scheduling, this does not excuse our lack of response.

📩 Communication Breakdown:
We’re truly sorry that your messages weren’t answered in a timely manner. This is not the level of support we aim to offer. We’ve recently expanded our support team to avoid these lapses in responsiveness moving forward.

🎁 What We Can Do Now:
If you haven’t received your order or feel it didn’t meet your expectations, we’d love the opportunity to fix this. Please reach out directly to our dedicated customer care team at contact@thepixelcase.com
with your order number, and we’ll prioritize your case — whether it's issuing a full refund or sending a replacement express at no extra cost.

We’re committed to doing better, and your feedback helps us get there.

Warm regards,
Madison Reed
Customer Experience Manager

Reply from Thepixelcase

Sep 19, 2025

Hi,

We’re really sorry to hear that your experience didn’t meet your expectations — that’s never what we want for our customers.

📦 About the product quality:
While many of our items are fulfilled through international partners, we carefully test and select each design to meet a certain standard of durability, fit, and style. It sounds like the case you received may have had a defect, and we completely understand how frustrating that can be — especially when it affects core functions like using your camera.

💬 Let’s make it right:
Please email us at contact@thepixelcase.com
with your order number and a photo of the issue. We’ll either send a proper replacement or issue a full refund — your satisfaction is our priority.

We appreciate your feedback and are constantly improving based on what our customers share.

Best regards,
Madison Reed
Customer Experience Manager

Reply from Thepixelcase

Sep 19, 2025

Hi,

We’re very sorry to hear about your experience and frustration. While we completely understand how delays and lack of communication can lead to disappointment, we want to clarify a few points and help resolve this for you.

🛠️ Shipping & Tracking:
We partner with international fulfillment centers to offer a wide variety of Pixel-compatible accessories — including exclusive designs you won’t find in stores. However, some shipments may take 7–15 days depending on your region and customs clearance. We absolutely acknowledge that this isn’t ideal for everyone, and we're working on faster logistics options.

📧 Support Commitment:
If you're not receiving helpful responses via email, we want to personally make sure your issue is handled correctly. Please contact us again at contact@thepixelcase.com
with your order number — we will prioritize your case and either reship or refund you in full.

💳 No need to dispute:
We’d prefer to resolve this with you directly and fairly — no need for the credit card chargeback battle. Just reach out and we’ll make it right.

We truly appreciate the chance to improve and regain your trust.

Warm regards,
Madison Reed
Customer Experience Manager

Reply from Thepixelcase

Sep 19, 2025

Thank you for your feedback, and we're truly sorry to hear that the case you received didn't meet your expectations.

At The Pixel Case, we do our best to present accurate images and descriptions of every product, but if the product you received looks significantly different or feels lower in quality than expected, we completely understand your disappointment.

✅ Here’s what we can do to make it right:

Please send us a quick photo of the case you received to contact@thepixelcase.com
so our support team can investigate the issue and compare it to the model shown on our website.

Once confirmed, we're happy to offer a replacement, refund, or even an upgrade depending on the situation.

We genuinely appreciate your honest review — it helps us improve both our products and service.

Kind regards,
The Pixel Case Support Team

Reply from Thepixelcase

Sep 19, 2025

We're truly sorry to hear about your disappointment, and we understand how frustrating it can be when expectations aren’t met.

Please know that we are not a scam — The Pixel Case is a trusted brand with over 30,000 happy customers worldwide, and we work directly with our production partners to deliver exclusive case designs tailored for Pixel users. While some suppliers may offer similar-looking products, our team ensures quality control, curated bundles, responsive support, and unique packaging that distinguish us from generic listings.

That said, if your order arrived and didn’t match what was advertised, or if the quality fell short of expectations, we want to make it right.

✅ Please contact us at contact@thepixelcase.com
with your order number — we’d be happy to offer a replacement or refund after reviewing the case.

Also, thank you for your feedback. We’ll use this to continue improving our product selection and shipping process.

Sincerely,
The Pixel Case Support Team