$381 order never arrived — Casely kept the money and walked away
Ordered $381.60 in phone cases on April 24, 2026 (order #4870138). The order was split into two packages, both marked delivered by USPS to my apartment building, one to a "front door/porch" on May 1 and one to a "mailbox" on May 5. Neither matches how packages are actually delivered to my unit. I never received either one. May 28: First contacted Casely. Spoke with Sadika, who confirmed my address and asked me to check with neighbors and around the building. I did. Nothing. June 7: Followed up confirming the address was correct and requested a refund. June 8: Nicole responded saying the ticket had been "escalated to the Fraud department." June 9: Nicole said Casely had filed USPS claims for both packages and would not offer any refund or reshipment until USPS finished their investigation. June 16: Nicole emailed that both USPS claims were denied because the scans say delivered. Casely then refused any refund or reshipment and suggested I check with household members or file a police report. That is not a resolution. The merchant is responsible for goods until they actually reach the customer. Filing a USPS claim that anyone in e-commerce knows will come back denied, then using that denial as cover to keep the money, is not a policy. It is a way to walk away with $381.60 for product that was never received. I reported non-delivery in good faith, within Casely's own stated window, and followed every step they asked me to. I am out the full amount with nothing to show for it. If a package goes missing with Casely, even at a multi-unit address where the delivery scan is obviously questionable, their plan is a doomed USPS claim and then silence. Filing a chargeback through my card issuer.