Reviews

Review Details

• Review fromGiselle H

  Date: 12/10/2023

  1 star

  Giselle H

  Date: 12/10/2023

  Liars and thieves. Don't order. Purchases take weeks to ship out despite & you'll never get customer service or a refund.

  Velvet Caviar

  Date: 12/11/2023

  Hi *******, I'm so sorry to hear you are experiencing an issue with your order. Weve had an influx of orders due to Cyber Monday and we are getting to each order as fast as we can. Please expect a tracking link in the next few days. Considering this inconvenience, we'd like to offer you a FREE accessory: phone grip, phone charm, or screen protector. Our support team has reached out to you with more information and will be more than happy to assist you on your order further.

• Review fromFranz T

  Date: 11/07/2023

  1 star

  Franz T

  Date: 11/07/2023

  Brought a case for my new phone on the Velvet Caviar website. Somehow, the wrong-sized case got added to my order and shipped. Velvet Caviar was completely unhelpful in resolving this issue. They told me it wasnt their problem. Issue remains unresolved. I recommend you buy from somewhere elsefrom a business that stands behind their product and systems and that provides satisfactory customer service.

  Velvet Caviar

  Date: 11/08/2023

  We apologize for the issue encountered with your recent order with Velvet Caviar. We have investigated the matter and want to clarify that we do not modify orders unless specifically requested by our customers. Your order confirmation was sent after order submission and also included the products ordered so you may verify and advise us if the it needs to be adjusted.While the order was part of our BOGO promotion, and thus not eligible for exchange per the policy listed on our website (******************************************************), as a courtesy, we have offered to allow you to return the item and exchange it for a similar design but a different phone model. Our reps have also provided you with an option to return both cases for a refund.Please let us know how you would like to proceed and we would gladly assist you further.Message ******

• Review fromJOYCE M

  Date: 10/21/2023

  1 star

  JOYCE M

  Date: 10/21/2023

  WORST CUSTOMER SERVICE. YOU DO NOT RESPOND TIMELY OR AT ALL. YOU HAVE A 2.0 RATING HERE AND WITH THE BETTER BUSINESS BUREAU AND AN F RATING WITH THE BBB. YOU ARE NOT BBB ACCREDITED. DON'T YOU THINK YOU SHOULD MAKE SOME ATTEMPT TO CLEAN UP YOUR ACT??? YOU DON'T EVEN DESERVE THE 1 STAR I HAVE GIVEN YOU. I HAVE SENT DOZENS OF EMAILS AND FEW RESPONSES AND THE FEW I GOT TOOK WEEKS AND NOT ONE PERSON ANSWERED THE SAME, NOR DID THEY EVEN TAKE A MOMENT TO UNDERSTAND THE RETURN ISSUE. I HAVE FILED WITH THE BBB, AND YOU AGREED TO SEND A RETURN LABEL. DAYS HAVE GONE BY AND NO RETURN LABEL. I HAD TO REFILE WITH THE BBB. WHAT AN EXHAUSTING MESS. I WILL NEVER PURCHASE ANYTHING FROM YOUR COMPANY AGAIN. IF I. COULD RETURN THE SEVERAL HUNDRED DOLLARS OF YOUR ITEMS, I WOULD. YOUR POWER PACKS ARE GETTING WAY TOO HOT AND COULD CAUSE INJURY TO A PERSONS, CHILD, ETC., OR TO OUR PHONES AND YOU DON'T EVEN CARE. LOOK AT WHAT IS GOING ON. YOUR CUSTOMERS HAVE PUT YOU WHERE YOU ARE. I AM SURE YOU PUT HARD WORK INTO YOUR COMPANY. ONE BY ONE PEOPLE WILL GET SICK OF NOT GETTING A RESPONSE IN A TIMELY FASHION. LOOK AT YOUR RATINGS. THERE ARE ISSUES WITH CUSTOMER SERVICE SOME OF YOUR PRODUCTS. TAKE THESE COMPLAINTS AND FIX THEM

  Velvet Caviar

  Date: 11/08/2023

  We sincerely apologize for the frustration you've experienced and the inconvenience caused by this incodent. Upon checking our records, we want to clarify that we received your initial email on October 18, 2023, and responded promptly on October 19, 2023, well within 24 hours.Regarding the order confirmation, it appears there was an issue with the email address provided during the purchase process, leading to the non-receipt of the confirmation. During subsequent email exchanges, you were also using different email addresses, leading to some confusion.Additionally, I understand your concern about the return label. It was sent out on October 20, 2023, the same day as promised by our customer service team. We believe you did receive it as you were able to send the items back. Your refund has also been promptly processed immediately after receiving the items on October 31, 2023.Your safety is of utmost importance to us. We take your feedback about our products seriously, and we are investigating this matter thoroughly to ensure the safety and satisfaction of our customers. Your feedback is invaluable, and we are committed to improving our customer service and addressing product concerns.Once again, I apologize for the inconvenience, and I genuinely hope we can restore your faith in our services. If there's anything specific you would like to address or if you require further assistance, please do not hesitate to let us know.

• Review fromLisa L

  Date: 10/04/2023

  1 star

  Lisa L

  Date: 10/04/2023

  **************** does not respond. The payment process was faulty and the discount code was not applied. I emailed them twice asking for it to be fixed, no response to my email. Do not make a purchase.

  Velvet Caviar

  Date: 10/05/2023

  Thank you for contacting us. We are sorry to hear that the coupon code failed to apply during checkout and we apologize for the inconvenience caused.We received your email on October 2, 2023 (Monday). Due to a high volume of inquiries, our response was delayed until October 3, 2023 (Tuesday).We want to assure you, however, that we have promptly addressed the issue by processing your refund on Tuesday. Kindly allow 3-5 working days from that date for the funds to reflect back in your account. We deeply appreciate your business and thank you for your patience while we resolved this matter for you. If you have any further concerns, please do not hesitate to reach out to us.

• Review fromRachel D

  Date: 09/21/2023

  1 star
  Horrible customer service. I ordered originally back in May and was satisfied except for shipping but I didnt pay extra for shipping. . Then I broke down because I thought their products were solid and attractive. So, I just ordered again and I paid **** for shipping. It was suppose to be 2-4 business days by ***** Ok. I thought I would pay the extra fee so I can have it by the end of the week. Noooo...it's taking 6 business days!!!! I sent an email and then they tell me. It takes 48 hous to process the order. Noo..in the email they sent it said 24 hours to process. They claim they are a ** company ( I live in **) but the order is getting sent from ****..probably ***** c*** I asked for my shipping to be returned (****) but they said no. BE CAREFUL WITH THIS COMPANY if u order, do the free shipping and wait 2-3 weeks. Never again.

• Review fromLisa G

  Date: 09/08/2023

  1 star

  Lisa G

  Date: 09/08/2023

  I placed an order and they had no shipping number with my order. I sent an email to correct it. They said would try and fix and needed approval. They then sent without street address and said my request to have correct address with street address was not approved. I again complained and they wanted me to pay to ship again or contact ***** They did not want to help in anyway and wanted me to pay more.

  Velvet Caviar

  Date: 09/11/2023

  We trust this message finds you well. We want to extend our sincere apologies for the challenges you've encountered with your recent order. Your feedback is highly valuable to us, and we want to assure you that we are committed to addressing this situation appropriately.We can fully empathize with the frustration you've experienced concerning the shipping issues and the resulting inconvenience. It's our responsibility to provide a smooth and hassle-free shopping experience, and in this instance, we fell short of that commitment.We would like to clarify that we did make an effort to adjust the shipping address for your order. Regrettably, the order was processed and shipped before we could make the necessary changes. We understand this has only added to your frustration, and once again we are very sorry.We'd like to work towards a resolution and kindly ask for your understanding and cooperation. Would you be willing to reach out to our customer support team? They are eager to assist you in resolving the address and shipping concerns to ensure your order reaches you correctly and without any additional cost to you. Your satisfaction is of paramount importance to us, and we are committed to rectifying this matter for you.

• Review fromNicole H

  Date: 08/30/2023

  1 star

  Nicole H

  Date: 08/30/2023

  DO NOT PURCHASE FROM THIS COMPANY!!! I purchased two screen protectors and they do not work on our phones properly. Specifically, we can not use the fingerprint sensors. This company will NOT give me my money back! Asking for photos/videos for proof!? After reading these other comments it's clear this company likes robbing people!! You can not keep people's money if they are not happy/satisfied with your products!!! **** pressed for money that bad that you can't give me my $24 back?!? I have to keep a product that doesn't work for me!?! This phoney a** business needs to be shut down!!!

  Velvet Caviar

  Date: 09/05/2023

  We are sorry to hear that you've experienced issues with our screen protectors. We apologize for any inconvenience this matter may have caused. We understand that you've been in contact with our customer service team, and we've already processed a refund for your purchase.As part of our quality control and product improvement policies, we do request images or videos of defective items to better understand the issue and work towards enhancing our product quality.Your feedback is valuable to us, and we will continue to work on enhancing our products. If you have any further questions or concerns, please don't hesitate to reach out to our customer service team, and they will be happy to assist you.Once again, we appreciate your understanding and thank you for giving us the opportunity to address this situation

• Review fromAbigail N

  Date: 07/27/2023

  1 star
  I placed an order with Velvet Caviar a while back for a phone case and screen protector. My order was stuck in the company's warehouse for an entire week after it had supposedly shipped according to the tracking information. It then took another week to actually make it to me. The shipping was supposed to be 3-6 days according to the website. I emailed customer service multiple times and asked for a refund. They basically told me that it wasn't their problem and to just wait even though it was their fault that it didn't actually leave their warehouse on time. The screen protector I received had a very noticeable spot on it over the finger print sensor for my Galaxy S23 Ultra phone. After applying the protector and re-registering my fingerprints I was unable to get my phone's fingerprint scanner to recognize my prints with the protector on. There was also dust stuck around the edges of the protector within seconds after applying it. I ended up removing it and throwing it away as it interfered with the scanner and there was a very noticeable spot on the screen where the adhesive is. I left a review on Velvet Caviar's website for both the case and screen protector and the company never posted either of my reviews. I have since seen multiple positive reviews posted to their site since then. I wish I had checked the BBB before buying. This company absolutely knows what they're doing and are scamming customers.

• Review fromKailyn T

  Date: 07/27/2023

  1 star
  I made a $133 order and it has been 15 days. I still have not received my order. I contacted the company, they stated that they would message there shipping department and get back to me. It has been a few days and still no expected shipping email..nor will they respond to refunding my order. Horrible company.

• Review fromHannah E

  Date: 07/26/2023

  1 star
  Do not purchase. They operate in a very shady way so that they can keep money at all costs and not refund. I received an envelope with a rip in it that was completely empty. VC blames the courier and me and wont refund. They offer just a replacement or store credit. I explained to them that I would rather get a refund, there wasnt a shipping insurance that I declined so I dont think I should be penalized. They give the standard i understand but we dont refund. Incredibly frustrating as I have had good experiences ordering from them in the past. After this however I will never purchase from them again. It is a poor way to treat customers and their business model of not refunding is going to lose them a lot of customers. And Im sure the response is going to be what they have been writing everyone about how their customer service email responds! They respond with the same standard line again and again.