Good product, disappointing handling of a defective item
I purchased a Puncube wallet that arrived with a defective card-ejection mechanism. With only five normal cards inside, the mechanism was extremely stiff and would not open properly. I contacted customer support and provided detailed explanations and photographs of the problem.
After several exchanges, Puncube offered to send a replacement, but only if I paid an additional USD 15 shipping fee. The alternative was to return the defective wallet at my own expense. The return shipping cost was over USD 40, which was almost the price of the wallet itself, so this was not a realistic or reasonable option. I therefore accepted the USD 15 shipping charge because there was effectively no viable alternative.
The replacement wallet has now arrived and works perfectly under exactly the same conditions. This clearly confirms that the original wallet was defective.
The wallet itself appears to be well designed and well made, and the replacement feels like a good-quality product. However, one out of the two wallets I received was defective. I cannot say whether this was simply an isolated case or whether similar issues may affect other products.
I appreciate that customer support was responsive throughout the process and that they ultimately provided a working replacement. However, I find it disappointing that I had to pay an additional shipping fee to receive a functioning product when the original one was defective from the start.
In my opinion, when a customer receives a defective product, the replacement should be provided at no additional cost. Having to pay extra simply to receive a properly functioning product is, in my view, not an appropriate customer-service approach.
For this reason, despite being satisfied with the replacement itself, I cannot give Puncube more than 2 stars based on my overall customer experience.