"My second purchase with this company Pad & Quill was a custom ipad air 2 hard case dated late January 2017. It was a no brainer pick your own design from their web site and it was "made" and delivered promptly; HOWEVER, the case arrived DEFECTIVE being the top flap of the case did NOT lay flat on the 4 rubber bumpers that are placed at each corner to grip the device designed for this specific case in order to TURN OFF the device. It does lay flat on the bumpers without the device being inside the wooden enclosure. Since it cannot perform a crucial function, to turn off the device; hence, DEFECTIVE !!!!
My first order dated Dec 2015 with this company for an iPad Pro custom case had the EXACT SAME problem. At that time, there was a video on their web page show-casing their custom ipad cases and the flap did lay flat on the device surface to turn off the device. THis video has since been DELETED. I then took video for Pad& Quill and they issued a RMA and replaced my product giving me a case that layed flat and turned off the device. Their customer service at that time was also good enough to wait till I returned from my month long vacation in Japan to ship the working replament. THat would be a proper satisfactory way to rectify a 'mistake'. Imagine my shocking reaction when my second order arrived with the SAME DEFECT ! ALright, so I recorded the video of how it was defective, same as my first order, and sent to ****@****. I waited a couple of days and no reply; so I called their customer service. A very sweet and polite girl answered the phone and claimed that they never received my email from aol.com, so i sent another dozen emails and called back a week later and Fallon , the sweet girl still said that they did not receive my email . WOW!! I then used a couple of other emails, from yahoo and gmail and this time, they received it and sent a reply basically saying that it is how it is, the rubber bumpers prevent the flap from laying flat on the device surface and it is 'normal' for them !! Furthermore, since it was a custom case, there was to be no refund....but their web site clearly said 100% customer satisfaction guaranteed and naturally, a defective item should be replaced, don't you all think so??
I called customer service again and demanded to speak to someone with authority, preferably owner Brian Holmes.

Finally, I received a call back from supervisor by the name of Valerie. Throughout numerous previous conversations w rep FAllon, she seems to be the only agent left at their customer service 'department' and neither does the operations manager Dawn or Supervisor Valerie work where customer service dept is located. I distinctively remembered that they had several people answering the customer service phone just a year prior. Valerie was patronizingly manipulative and refused to recognize the problems and defects of their products; however , she was authorized to refund the case as a 'courtesy' after I filed a complaint with Better Business Bureau in MN and still insisting that the product is not defective. Telling me lies and illogical theories as if I am an idiot. I can design for buildings to stand up and I surely know how a simple binder should be bound. Valerie insists that the case would 'loosen up' and 'give way' to accommodate the extra thickness in time, and think of it like a book. For all of you who has some intelligence would immediately recognize that this is a whole lot of nonsense, to put it kindly. The problem of their design is that the 2 rubber bumpers close to the spine are too high, and once the device in inside the wooden case, it pushes the 2 rubber bumpers close to the spine even higher, as a result, elevating the flap so it does no longer rest on teh outer rubber bumpers to turn off the device. Wouldn't you think that PAd & Quill would fix their design flaws over all this time, but no. THey'd rather defraud their customers and treat them as imbeciles."