Acaso London Opiniões 33

Resposta da Acaso London

27/04/2026

Thank you for your feedback Elisa! 💗

Resposta da Acaso London

27/04/2026

Thank you for your feedback Kiran! 💖

Resposta da Acaso London

27/04/2026

Thank you Dorte! We’re delighted to have you as a valued customer and hope to see you again in the future 💖

Resposta da Acaso London

27/04/2026

Thank you for your feedback Jessica! We're glad we were able to help you and hope to see you again in the future.

Resposta da Acaso London

23/04/2026

Hello,

Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and that the case didn’t meet your expectations.

We completely understand your frustration, especially when you were hoping the case would last longer. While our cases are designed to be durable for everyday use, they are handled frequently and can experience wear and tear over time depending on usage.

We genuinely appreciate your feedback, as it helps us improve both our products and our service moving forward.

Kind regards,
Acaso Team

Resposta da Acaso London

7/04/2026

Hello Sara,

Thank you for taking the time to share your feedback with us.

We’re truly sorry to hear that our product didn’t meet your expectations.

We kindly ask that our customers reach out to us directly before making any public complaints about their orders. This allows us to promptly address any concerns and offer solutions such as refunds or replacements, as outlined in our policies. Taking these steps before leaving a review helps ensure a smoother resolution process.

Please know we’re here to resolve this matter with you as quickly as possible.

Thank you for your understanding and support.

Kindest regards,
Acaso Team

Resposta da Acaso London

1/04/2026

Thank you so much Wura! As a token of our appreciation, please enjoy an exclusive 20% discount sent to you via email to use on your next order if you wish to try a different design or style. We'll be happy to have you back in the future 😊

Resposta da Acaso London

1/04/2026

Thank you so much Ana for your feedback! Please enjoy the 20% off code as a token of our appreciation 💗 We'll be happy to have you back in the future.

Resposta da Acaso London

30/03/2026

Hello Sue,

Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and that the case didn’t meet your expectations.

We completely understand your frustration, especially when you were hoping the case would last longer. While our cases are designed to be durable for everyday use, they are handled frequently and can experience wear and tear over time depending on usage.

Regarding our policies, we do aim to be as transparent as possible by outlining warranty and product details in our descriptions before purchase. As a small business with high production costs, we unfortunately aren’t able to offer a warranty or replacements several months after purchase, particularly for items bought during promotional periods like Christmas. This helps us keep our products fairly priced and continue operating sustainably.

That said, we did offer a discounted replacement as a gesture of goodwill, which we understand may not have been the resolution you were hoping for.

We genuinely appreciate your feedback, as it helps us improve both our products and our service moving forward.

Kind regards,
Acaso Team

Resposta da Acaso London

20/03/2026

Hello Sarah,

We’re really sorry to hear about your experience and understand how disappointing it must have been to receive one of your cases in the wrong colour.

We’d like to address a few important points so we can help resolve this properly. Firstly, we don’t provide customer service via social media channels like Instagram, so messages sent there may not be received or responded to. The correct way to contact us is via email at mail@acaso.uk or acasostudiouk@gmail.com which we can confirm that Sarah did not do. Please also note that our replies can sometimes land in spam or junk folders, which may explain why you haven’t seen a response yet.

Secondly, we always aim to resolve any issues quickly and fairly, but we do need the opportunity to do so. Many of the negative reviews here come from situations where we weren’t given the chance to fix the problem first. In cases like this, where an incorrect item has been sent, it’s something we can easily put right once we’re in direct contact.

Regarding reviews, while we understand customers check platforms like Trustpilot before purchasing, it’s worth noting that reviews there are not always from verified buyers. For a more accurate reflection of our products and service, we recommend checking platforms like our Etsy store, where feedback comes from confirmed purchases. We also have many positive reviews that unfortunately aren’t reflected here.

Finally, while we completely understand your frustration, we believe a one-star review based on a single mistake doesn’t always reflect the overall experience, especially when the issue itself is straightforward to resolve. Leaving a review before allowing us to fix the problem can also slow down the resolution process.

We genuinely want to make this right for you, so please contact us via email and we’ll resolve this as quickly as possible.

Kind regards,
Acaso Team

Resposta da Acaso London

30/03/2026

Hello Norrie,

Thank you for sharing your feedback with us.

Unfortunately as previously said, your order at the time had already been sent to production and, at that stage, we were unable to make any changes. We kindly advise our customers to notify us of any changes or cancellations within 24 hours of purchase so that we can take prompt action. 

As requested and agreed upon, we've provided return labels for this purchase and a refund has now been placed. The amount should reflect in your bank account within the next couple of business days.

If you have any further questions or concerns, please don't hesitate to contact us.

Regards,
Acaso Team

Resposta da Acaso London

25/02/2026

Hello Jill,

We take accusations of scams extremely seriously. We are a legitimate small business, and at no point was there any fraudulent activity on our side.

First, we sincerely apologise for the delayed response. As clearly communicated on our website, from 11th February to 11th March we are undergoing system changes, and customers were advised that order processing and email replies may take longer than usual. In addition, your emails were unfortunately redirected to our spam folder, which further delayed our ability to respond.

Regarding the two orders: both transactions were placed through the website by you. We do not manually create or duplicate customer orders. It is not uncommon for customers to accidentally submit an order twice due to page refreshes or payment confirmation delays.

Both orders are currently being processed and are scheduled for dispatch shortly.

We were willing to resolve this amicably. However, a chargeback was opened for both transactions before we had the opportunity to respond. When a chargeback is initiated, we are required to formally contest it through the payment provider. For a small business, chargebacks not only reverse the payment but also incur additional penalty fees. In this case, we face product loss, refunded funds, and additional processing fees.

We understand that mistakes happen. What we do not accept are public accusations of fraudulent conduct when the evidence clearly shows legitimate transactions placed through our system.

We remain open to resolving this professionally.

Regards,
Acaso Team

Resposta da Acaso London

5/01/2026

Hello Tricia,

We’re sorry to hear that you were disappointed with or service and product. However, we appreciate the opportunity to clarify a few points for transparency:

When the customer initially contacted us, we promptly approved the return and provided a prepaid return label with clear instructions and a standard return window. Unfortunately, the item was not returned within that timeframe, and we did not receive any communication requesting an extension or explaining a delay.

We would like to clarify that we never threaten or discourage honest reviews. Our customer service messaging is the same for all customers and simply explains that we’re unable to offer refunds or replacements if return policies are not followed and no communication is received. This is shared only to set clear expectations and ensure fairness across all customers.

Regarding the product itself, our compostable cases are designed to break down over time under certain conditions, and durability can vary depending on use, environment, and exposure.

That said, we always encourage customers to reach out directly if they experience unexpected issues so we can try to help within our policies.

We genuinely value feedback and regret that this situation ended in frustration. We remain committed to fair customer service and transparent policies for everyone.

Regards,
Acaso Team

Resposta da Acaso London

5/01/2026

Hello Kirstie,

We’re sorry to hear about this experience and would like to clarify a few points.

We carefully reviewed our inbox and order records and were unable to locate any prior communication from this customer regarding a duplicate order. We always respond to customer inquiries as quickly as possible during business hours, especially when an order needs to be amended before shipment.

We’d also like to clarify that we do accept returns in accordance with our clearly stated return policy, and refunds or replacements are always considered when requests are made within that policy and communicated to us directly.

Regarding the comment about “passive aggressive” responses, we want to be clear that we never intend to be dismissive or confrontational. Our replies are standardized and focused on transparently explaining our policies so we can treat all customers fairly and consistently.

We genuinely encourage anyone experiencing an issue to reach out to us directly so we can help resolve it. We regret that this customer feels disappointed and remain committed to clear communication and fair customer service.

Regards,
Acaso Team

Resposta da Acaso London

28/11/2025

Hello Emily,

Thank you for your feedback, and we’re truly sorry that our product nor service didn’t meet your expectations.

Please accept our apologies for the delayed response. We were having some technical issues and some of our message were being left unseen.

Please note that the only way to reach out to us is via Etsy message or email at mail@acaso.uk. We do not offer customer service via any social media platform.

It’s really important to contact us directly with any issues and wait for a resolution before leaving a review. Once a review is submitted, we’re often limited to responding publicly rather than working with you directly to resolve the problem properly.

We also want to kindly note that reviews reflect not just the product but also the overall customer service experience. We're always happy to offer satisfactory resolutions, such as a refund or replacement, when given the opportunity to help.

Please reach out and let us know how you'd prefer to proceed—we’re here to make this right for you.

Kindest Regards,
Acaso Team