"Poor customer service"

Poor customer service. Phone lines which are always busy, I’ve tried over 50 times to call Casablanca in regards to a refund (which has now taken almost a month) the same automated message always repeats for the UK phone number. The customer service email address do not reply and are essentially useless - you don’t even get an email to confirm your query has been sent. Such a shame for a luxury brand which sell some great items to be let down by atrocious customer service.

UPDATE. Despite Casablancas response below I am still yet to receive my refund. Their CS team contacted me asking me to close my PayPal dispute case on the transaction as they are unable to refund me whilst this is ongoing. I did so and surprise.. I am yet to be refunded still and now they are unresponsive to all emails. Now to make matters worse, PayPal won’t let me create a new dispute case for this transaction.. making it even more unlikely I will receive a refund.

"I ordered a ring in size L"

I ordered a ring in size L. There was nothing about what size L is in mm or so. Normally I wear L so I thought it’s the way to go. The ring arrived and it was way to small, so I startet a retour to get the ring in XL. I sent the retour on the same day I received the Item and now waiting already more than 3 weeks. I didn’t even get an email. The customer services is not caring at all. I would not recommend order at their website, rather buy at a third party website!

"Do not order off this website unless…"

Do not order off this website unless you are willing to pay a hidden £153 dhl charge to receive your parcel i also had to pay a further £300 dhl charge to return the item when it didn’t fit me overall I spent more then the item cost for nothing !

"Do not order from this company I’m…"

Do not order from this company I’m reporting them to the better business bureau. Taking online orders for U.S customers knowing damn well you don’t have the appropriate paperwork to get orders through U.S customs is crazy. My package have been on hold in customs for over 6 days because they can’t send simple paperwork not to mention I had to send my Social security number I’m assuming because they did not include U.S TAXES ON MY ONLINE PURCHASE so when they finally clear my package through customs I'm going to have to pay extra. DHL and I have been reaching out to this company for DAYS so I can get my package that was over $1000. My friend experience the same thing and when she finally got her package it was FOOD STAINS ALL OVER HER PURSE. Save your money this is not a luxury brand AT ALL it’s almost impossible to get in contact with customer service they lie to you just to get you off the phone..they emailed me saying they sent all the information over WHICH WAS A LIE BECAUSE DHL LITERALLY WAS STILL REACHING OUT TO ME SAYING THEY HAVE’NT RECEIVED ANYTHING. IM BEYOND DISGUSTED! I HAD TO FIND SOMETHING TO WEAR LAST MINUTE THEY RUINED MY BIRTHDAY AND IM NOT LETTING THIS GO.

"CASABLANCA PARIS and Charaf Tajer extremely unprofessional!"

This “luxury brand” operates as a low budget fast fashion brand… Item was a 800€ silk shirt and it arrived so wrinkled that it’s permanently damaged. Contacted customer service and their IG, and the creator and designer on IG. Official Casablanca Instagram ignored me and then blocked me. Head designer Charaf Tajer answered me and then ghosted me without helping to resolve issue. I am a loyal and returning costumer, I’ve spent countless thousands on Casablanca Paris items. Silk shirts, shorts and scarf. Socks, Tshirts, sneakers and jogger pants. Never again!
EXTREMELY UNPROFESSIONAL. Shop here at your own risk.

"Avoid at all costs"

Lovely designs, albeit overpriced. I was a big fan until a recent order (around 5.000€). Items arrived in ripped, damaged boxes, no packaging inside just plastic bags and the items thrown in.
I had to send some things back as they were too big for me. The returns were sent back and arrived nine days ago with Casablanca. I am still waiting for a refund and cannot get them to action it. Emails are mostly ignored, when they do reply they simply tell me it should happen soon. They acknowledge the items are there but for some reason are incapable of issuing a refund.
For a luxury brand that charges a grand for a shirt I expected much more. As it stands I will never shop with them again.

"Commande Casablanca "

J'ai acheté un tee-shirt ( 259€ livraison incluse).
Livraison rapide et efficace.
Qualité du produit : top !
Emballage : peux mieux faire ! : a ce prix l'emballage doit être irréprochable et juste une facture papier largué dans le carton c'est pas très qualitatif ! On parle d'un produit luxe ... Exemple a prendre sur jacquemus au niveau emballage ...

"Terrible customer service.I wont…"

Terrible customer service.I wont purchase from them again.

"Do not place an order from the UK"

We recently placed an order from the UK and got a £50 bill from DHL to pay import duty/tax fee even after paying a €9 delivery charge. It is absolutely unacceptable not to make this information clear at the point of purchase. I reluctantly paid the DHL charge as I wasn’t confident in receiving a refund after reading some of the other reviews. We are extremely disappointed and will not be ordering again.

"Absolute rip off!"

We recently placed an order from the UK and got hit with a huge import tax/duty bill. Subsequently, we have trawled through your website to find any mention of this being the case. You have well and truly hidden this fact literally in the small print under ‘Service Terms.’ It is absolutely unacceptable for such a ‘high end’ brand to intentionally hide this information, it should be made very clear at the point of purchase. We are extremely disappointed and will ensure that everybody knows that they will be hit with a huge additional cost when purchasing from you directly.