Casadei is an Italian luxury shoe brand, founded in 1958 by Quinto and Flora Casadei.
I placed an order for some boots on their website as a Christmas gift 7 weeks ago. For six weeks, I heard nothing about dispatch even though the website consistently showed the boots as available in the size I needed.
At first, I wasn’t too concerned since Christmas was still weeks away and I just assumed there might be a temporary stock or maybe a quality issue that they were trying to resolve.
Then, out of nowhere, I was notified that the boots were actually out of stock, my order had been cancelled and I’d get a refund within seven days.
I checked the website again and it still claimed the boots were available in that size, so I emailed customer service to clarify.
The following day, I received an automated reply thanking me for my message, assuring me someone would be in touch “soon.” Clearly, even their automated responses are sluggish.
Three days later, still no reply.
So, I sent another email. And another. No response to any of them.
Assuming it might be a system glitch, I placed a new order as the website continued to say the size I wanted was available.
Two days later, I received another automated email stating my order had been cancelled again because the boots were unavailable. Yet, the website still showed them as in stock.
I sent yet another email, this time with a much more strongly-worded message.
The same automated reply came back, telling me that someone would “soon” assist me and that the support team was ready to help with any enquiry!
This time though, I did actually receive a response from a member of the team! But don’t get too excited as the reply was completely useless.
In my email, I had specifically asked why my orders were being cancelled over stock issues when the website clearly showed the boots as being in stock. I’d also queried why previous emails had gone unanswered.
The response ignored both questions and merely reiterated what the automated messages had already told me: my order was cancelled and I would receive a refund.
Frustrated by such a useless response, I replied again, pointing out that I was well aware my order was cancelled because I’d already read the automated messages. What I needed to know was why the orders kept getting cancelled when the website insisted the boots were in stock.
Their response? Casadei informed me that the size I ordered… was indeed in stock.
Nothing more. No explanation for the cancellations, no acknowledgement of the ongoing issue. No consideration for the fact that this reply would only raise more questions, like, “If the boots are in stock, then why on earth are you cancelling my orders and saying they aren’t?!”
They also inexplicably included a size conversion table for EU, UK, and US sizes, with no explanation of its relevance to my question.
So I’ve replied again, asking why they’ve cancelled my order twice claiming the item is out of stock, despite their confirmation that it’s available.
It’s a straightforward question but I don’t have much hope that these incompetent clowns will provide a reply worth the electricity it takes to send it.
I can’t understand how someone whose job is to answer customer questions can be so utterly inept at it.
Dealing with Casadei support is like talking to a badly-made AI from five years ago.