Mous reviews and discussion

I ordered two Extreme Commuter Backpacks with Lid (25L) from Mous as a special reward for my team — spending nearly £500 plus extra for next-day delivery. The package arrived late, and to make things worse, it looked like it had been opened. Inside, there was trash and loose paper, and the backpacks were just thrown in with no protection whatsoever. It was shocking, especially given the premium price I paid. When I contacted Mous customer service, I was met with a long back-and-forth that dragged on for over a week. I was told that because the backpacks "weren't damaged," I had to follow the normal return policy — meaning I’d have to pay out of pocket to send them back. I’ve never owned these backpacks before, so I had no way of knowing what “brand new” should look like. And frankly, it’s not my job to decide if something is damaged or not when it arrives in that kind of state. Their own return policy says customers cover shipping only if they change their mind. That wasn’t my case — the condition of the items and packaging were unacceptable. This whole experience was stressful, disappointing, and not at all what I expected from a supposedly premium brand. I wouldn't recommend buying from them unless you're okay with risking this kind of service.

My son loves the phone cases he has previously gotten so my review is not about the actual cases. This review is about their customer service. It has been 18 days since my order was shipped & still haven’t gotten it. It has been in 1 location for 16 days which is 2 hours away from me. The only way to contact the company is to email & they say they might respond within 5 days. That is the worst customer service I have ever experienced. I had to go ahead & purchase a different phone case through another company as we got our son a new phone for Christmas & he has gone without a case for far too long. This is not acceptable customer service in my opinion.

I had high expectations, that came to an end when I checked out. First they didn't apply the $5 coupon they promised. Then, unforgivably, even simple addition is not correct. What The????? A company that cannot even add or subtract correctly on their checkout is in serious trouble. Mous counted a "double negative" on the $5 coupon, then even added that wrong. Sub Total: $44.99 Then a double negative $5 (should be back to $49.99) Add 3.95 shipping - should be 53.94 Yet the invoice shows $53.16 ????? This is what it should be: $49.99 less $5 coupon $44.99 plus $3.95 shipping - for a total of $48.94 ================================= Follow-up: Mous refunded my purchase and sent me a case anyway. That was nice, as I had already purchased another case. I used the Mous case for a while, it was OK, then a small piece between the volume buttons and screen broke after just a few weeks. I am not rough on phones and did nothing out of the ordinary. At that point the case had 2 sharp points right where I hold it and was basically useless. I am very glad I did not purchase this case.

Got a Limitless 5.0 with bamboo backing for my iphone 15, case took over a month to get delivered, build of the case was subpar for the amount that I paid and the sides started to peel after 8 months of usage, the thin part above the volume buttons by the screen got stretched and now it looks weird. Not recommended.

My Mous case is easily one of the best purchases I've made for phone protection. While I found the durability doesn't entirely live up to the obscure marketing claims you would see on their Instagram or YouTube ads, their customer service truly makes up for it. I've been sent four replacements under their warranty policy after the case would scratch or crack, which speaks to the company’s commitment to customer satisfaction. Thanks to the sturdiness and shock absorption of the cases, my screen protector is now just for minor scratches. For anyone considering a Mous case, I highly recommend the aramid fibre version—it has been the most durable option for me.

Super durable and the clear case doesn´t get yellow after a year like most cases. Just wish that they had cuter designs! As a friend of mine said "the inside of my phone is wrecked but at least the outside is like new!".

Have gone from the best of the best to the worst of the worst. Supported Mous since the Kickstarter days. The products and customer service was the absolute best you could ask for. But now it’s all gone down the pan. Customer service might as well not exist. All you get now is very slow sometimes a week later a generic email saying the same thing over and over again. They advertise products and all you to buy said products when they don’t even have any of the products you’ve paid for it’s taken over 3 months to get the case as I ordered even before I brought my new handset then 4 months to get the screen protector which I’ve not even used as I had to protect my new phone straight away not 3 months+ later. Resorted to buying yet another Mous case from Amazon and it arrived quickly. It’s a real shame they’ve got way too big and haven’t got the products or staff to provide what they are offering. This is the last time I will use their products and will find a alternative

4 years ago i bought my first iphone x mous limitless case, i was happy with the product and the delivery about 1 week to Australia. The new iphone comes up and i decided to upgrade my phone and still go with mous case. This time it’s very disappointing the delivery times is taking ages, it has been 2 weeks the case hasn’t arrived in Australia yet. It’s take forever for them just delivery it to the ROW. The cost itself including the tempered glass almost $200 and the delivery needs 1 month. Are you serious? I bought things from CHINA is way faster than from them based in UK. PLEASE DONT BUY DIRECTLY FROM THEIR WEBSITE, GET OTHER CASES FROM AMAZON FOR YOUR CONVENIENCE

This is literally the only phone case I have bought in the past 6+ years where I've had an issue. I dropped the phone off of a bunk bed and the screen shattered. For all their advertising claiming that their phone cases are 'ultra-protective' - this is the only phone case I have had in recent memory that failed - and within the first like 4 months of having it.

International buyers beware. Their e-commerce platform automatically places up to a 25% markup when converting to a different currency. I’m in Singapore and rather than the SGD100.99 RRP I’m supposed to pay (which is the equivalent of USD 74), just as I’m about to checkout I am given a price of SGD 125. I got in touch with their customer care via WhatsApp and the conversation eventually moved to Email after 4 days. They take 24 to 36 hours to reply to each chat message. About 30-35 hours to reply to each email. Their replies were extremely unhelpful. In their replies they acknowledge they have this issue with their e-commerce platform, have not placed any warnings to international buyers who might miss the price hike at checkout, but said they would honor their retail price. When I asked how they would honor it, would it be a refund after purchase, they did not reply. Someone then followed up via email to ask if I would like a 20% discount code. When I asked if they could do better, seeing as that was still above recommended retail and I’d been on hold for 6 days at that point, for an answer (like could they comp expedited shipping). They said the 20% code to fix the 23% price discrepancy was the best they could do. They also suggested I should just buy the case off Amazon and pay for it to be shipped from the US. I gave up after 8 days of trying to make the purchase Mous used to be one of my favorite phone accessory brands. Was fan enough to attempt to preorder my Mous case before preorders opened for the iPhone 15s. This was a truly frustrating interaction. They were careless, inattentive, and seemingly unconcerned that their main sales channel was continuing to overcharge customers at checkout. More than a week on I just checked and the issue persists. I have completely lost trust in them as a company.