Suti Avis 9

I ordered Suti Phonebacks after reading several very positive reviews online. I decided to take the plunge during a Black Friday deal and ordered both the Black Silicone and Clear versions. The items arrived in the UK a couple of weeks later; however, the Black Silicone Phoneback arrived scuffed.

I raised this with Suti and was initially told a replacement would be sent. Unfortunately, due to an incorrect AI-generated email response on their side, this didn’t happen. After some back and forth, I eventually managed to speak to a real person, sent over photos, and was told a warranty replacement had been approved.

Two months on, I still haven’t received the replacement, and I’ve had no further response from customer services.

Overall, the product itself is great, but the experience has been let down by very poor customer service, particularly the reliance on AI responses when things go wrong

I ordered from Lithuania. It arrived in 3 days. High quality back. I highly recommend it.

Honestly I find it appalling that just visiting the website means I’m automatically subscribed to marketing emails! Literally was sent 4 within 24 hours. I never even purchased anything. This is really too much. Your phones look pretty, but sometimes less is more. I’m sure no one wants more junk in their emails albeit ones they didn’t even sign up for.

Don’t buy a phone back from Suti!!!
I’m into the third week of waiting now and all I get from their customer service is a promise to ‘look into it and get straight back to you’ and hear nothing more.
I’m beginning to think it’s a scam company who just take your money and run!
Take heed and spend your money elsewhere!

I love their cases, don’t get me wrong. It’s good and trustworthy. It’s not their cases I’m here about, but their lack of a human agent to do time sensitive cancellation request because their AI couldn’t even locate their order ID that’s generated for customer.

On 1 Nov, I bought a case online and realised immediately it’s the wrong case, so I emailed them to cancel as I read before it’s shipped, it can be cancelled.

Immediately, I got an AI agent reply saying they cannot locate my order ID and that they had forwarded my email to a human agent, and someone will get back to me.

On 4 Nov, it told me the item had shipped.

So the whole time between 1 Nov to 4 Nov no one bothered to work or do anything.

I wrote back on the 4 Nov to express my disappointment over their customer service (or lack thereof), and till today (7th Nov), no one has even bothered to write anything back too. No sorry no PR style reply.

The case that I ordered wrongly was shipped out really quickly and arrived in HK on 6 Nov.

Email reply on 1 Nov from Suti.co:
Thank you for providing the additional details. At this time, we are unable to locate order 36670 in our system based on the information provided. To ensure you receive the right support, your request will be transferred to a human agent for further review and resolution. You will be contacted as soon as possible to assist with your cancellation request.

Best regards,

—
Süti AI Team
Shop → suti.co

Would not recommend this company. I ordered a phone back (case) and their Super Glass cover for my iphone. The package arrived and the phone back is of decent quality. However, the packaging for the glass was empty. Ok, mistakes happen. I can be patient. However, contacting them and getting a replacement is impossible. They use AI for their customer service and it cannot help me. No one from the company has attemtped to contact me or send the product I paid for. Extremely frustrated and dissapointed with this online order. Very expensive for what you get.

Unable to unsubscribe from marketing emails. Not legal in EU not sure about elsewhere

I absolutely love the Süti phone case!
I spotted it on Instagram and knew right away I had to have it. At first, I was a bit unsure about how well it would stick to the back of my phone, but it holds on really firmly and feels super secure. The design is sleek and beautiful, and I’ve honestly never been this happy with a phone case before, especially one that still lets the beauty of the phone shine through without covering it up.

They are a TOP NOTCH COMPANY! Purchased an iPhone case from them, and had an issue with it, but customer service was INCREDIBLE! You won’t be disappointed with this company. They are sincere, and mean what say, and say what they mean…very rare in today’s business climate. Keep up the good work SUTI.