Jacob Time Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business keeps stating that this damage could not have been done by their facility - how can they prove that? Even if we disregard the damage to the watch band links they cannot hide the damage they caused on the case back from opening the watch this is unlike any other watch retailer I have dealt withThey know they damaged the watch and they just want to polish it and hide the damage - this is unacceptable I want a full refund not for them to ruin the watch and try to hide it!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I know people damage goods and claim they arrive that wayThis is not the case hereI am not being untruthful in any way about the state of the watch when it arrivedI would not go to such lengths to try to get my money backI have a witness that saw it come out of the packaging this way.To correct your statement, this was not initially dealt with in an emailI made a phone call to your customer service departmentI was told the watch could be returned for a replacement no questions asked. In addition, at no point was the return policy described to me nor was I asked about the price tags on the watch.If you can see it from my perspective this has been an absolutely horrible experience that has been dragged out for way too longI tried to buy my mother a beautiful birthday gift to find it damagedI returned the watch to you and no one bothered to follow up with me after a weekI had to take it upon myself to callI was offered no resolution AND I was hung up on by the customer service repWhat company treats their customers like that? Now I am out the watch and my money.I refuse to accept a damaged watch to give as gift and I will not accept a partial refund for a broken watch.I am due a full refund or a replacementPlain and simpleNo matter how many people claim viewed the watch before it was sent to me the fact is it arrived damaged and that is the truth
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business is turning my very complaint around on me and blaming me for the damage to the watchI dont care what kind of state of the art facility they have I purchased a watch that never worked properly from day one and the worst mistake I made was sending it to them to repair because they did nothing but damage it furtherWhen I called Jonathan to complain about the condition of the watch he just took pictures of my complaints and send them to me and blamed me for the very damage they causedThis is not professional and I dont want anything to do with this fraudulent business - I just want my money back!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The watch was damaged upon receipt. The watch was in my possession from 6pm on Sept ** to 9am Sept **. At no time was the watch worn. I called the next morning as soon as the office opened and made a complaint that the watch had been shipped in a damaged condition. The customer service rep apologized and said I would receive a replacement for the watch, I was not looking for a refund at the time. I was sent a UPS label and promptly returned it. I shipped the broken watch back to your facility and had no response after waiting for a week. I returned the watch in the condition it was received. No one at the office would offer me any resolution to the issue. Now I do not have a refund, a replacement watch or the original watch in my possession. You have collected payment for the watch and I have nothing to show for it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above. 
Sincerely,
[redacted]

Please understand this is not the way we conduct our business. We strive to make sure that every customer is satisfied with their purchase and post purchase experience. In addition I would like to inform you that we have a state of the art repair center in our facility that is equipped with the...

most advance technology known to watchmaking. We have technicians that have been watchmakers 30+ years. Therefore the response from the customer stating that we did something like this is not consistent with the other thousands of customers we have. Our technicians are highly trained in handling the watches that are being repaired. At this point we offered a repair for the links and polish the watch which is NOT under our warranty guidelines. Also however when opening the box we noticed that whoever changed the links to the watch did not do a professional job. Please see attached photo of the watch. You can clearly see that the pin holding the link together is not inserted correctly. In addition to this the watchmaker that adjusted the links also banged metal (or similar) hammer to get the links back in place which also damaged the side of the watch. (See second photo) At this point we can both confirm that the watch was not handled correctly when the bracelet was adjusted. We do not remove the links when repairing the watch. We completely take out the band from the watch case.

Please note that before shipping any items the quality control team at [redacted] inspects all watches and products to ensure that there are no defects.As it clearly states in our return policy:We offer a 30 days money back guarantee for any watch that is purchased through...

our site. All returns made to [redacted] must include a copy of the invoice and must be returned in the same condition as it was when received. They must include all documents and tags that were included with the watch. Any watch that has visible sign of wear, or are scratched in any way, or missing any of the original packaging, will be returned to the customer at the customers expense, and the refund will not be issued. Once the return is approved, a refund will be issued to the credit card used in the purchase, or if payment was made by check or money order, a check will be issued. All returns must be inspected and approved by [redacted] before the return is finalized. In this case the customer stated she gifted the watch to a friend who wore the watch. Since after inspecting the return, tags were removed and there was clearly sign of wear. We cannot issue a refund for worn items regardless of how long the item was worn.

Hello [redacted],
Thank you for shopping with us and bringing this complaint to my attention. We appreciate all feedback and input from our customer. At Jacobtime.com we strive to provide everyone with the best possible customer service we can offer. At this time even though the watch...

came back without any tags or the full packaging, and the watch did NOT pass the requirements of our return policy. As a one time courtesy I will be more than happy to provide a full refund for your order. Please allow 3-5 days for the credit to show on your credit card statement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Hi,

I bought the watch in July */2015 and my watch under 2 years warranty I sent it to repair in Oct 2015. No update on the repair since they received the watch. Called 9 times each time the customer rep tells me that they shipped it or they will ship it with 1 to 2 weeks and so on. till I contacted the supervisor Jonathan on Jan **/2016 and he said will sent your watch in few weeks and we agreed if I do no receive the watch with 30 days he will give me a full refund and he gave me his word on the that but when I called today he refuse giving me refund and said we do not give refund for any sold item over 30 days. At this point I do not trust the company or Jonathan supervisor. I need my money back or the watch and I seems they do not want to do anything to help.

I do have all necessary documents to prove that they have my watch since Oct 2015 and track of all calls made to them by dateDesired Settlement: After waiting 4 months now I prefer refund I do not want to deal with them again.

Business

Response:

Thank you for your message. We have resolved the issue with the customer by providing a full refund and a $10.00 check will be mailed to the customer for return costs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This company kept sending email saying a product I wanted to order was available then hours later was told it was sold to someone else. The last had sent me a UPS track no showing it shipped from the accepted order at 11 30 am then at 5 pm I received an email saying ny order was out of stock I also made many calls in tween all this to clarify. The last sales person said the DKNY8139 eat his very popular. I was sent an email at about 11:30 am today saying the watch was back in stock. 3 minutes later I placed the order and called the. To verify..now this..Desired Settlement: To warn people of the lack of good business and avoid such hassles!

Business

Response:

We are very sorry for the inconvenience we have caused [redacted]. We had a temporary issue with inventory update on this model and therefore [redacted] had this bad experience. We have refunded any order [redacted] attempted to make for this model.

We apologize and hope we can better service her in the future.

All the best,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I think they need to revise processes.

Sincerely,

Review: I ordered a watch from their online site and received it on Sept [redacted]. I did not unpack the watch from its box and gave to a friend as a gift the next day. She opened the watch and put on. It revealed a giant chip in the face of the watch and I immediately contacted their customer service line. I had not had the watch for even 24hrs. I told the rep there was a chip in the face and she sent me a return a return label so I could get a replacement.

More than a week went by and I had heard nothing from their customer service department. When I called, the rep on the phone told me that I had chipped the watch and tried to return it. They would not send me a replacement or refund me. I asked to speak to a manger who would not take my call. She refused to help me resolve the issue and then proceeded to hang up on me. I contacted them about the chip. All I want is a refund of the sale price.Desired Settlement: I would like a refund of the $254.86 I paid for the broken watch.

Business

Response:

Please note that before shipping any items the quality control team at [redacted] inspects all watches and products to ensure that there are no defects.As it clearly states in our return policy:We offer a 30 days money back guarantee for any watch that is purchased through our site. All returns made to [redacted] must include a copy of the invoice and must be returned in the same condition as it was when received. They must include all documents and tags that were included with the watch. Any watch that has visible sign of wear, or are scratched in any way, or missing any of the original packaging, will be returned to the customer at the customers expense, and the refund will not be issued. Once the return is approved, a refund will be issued to the credit card used in the purchase, or if payment was made by check or money order, a check will be issued. All returns must be inspected and approved by [redacted] before the return is finalized. In this case the customer stated she gifted the watch to a friend who wore the watch. Since after inspecting the return, tags were removed and there was clearly sign of wear. We cannot issue a refund for worn items regardless of how long the item was worn.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The watch was damaged upon receipt. The watch was in my possession from 6pm on Sept ** to 9am Sept **. At no time was the watch worn. I called the next morning as soon as the office opened and made a complaint that the watch had been shipped in a damaged condition. The customer service rep apologized and said I would receive a replacement for the watch, I was not looking for a refund at the time. I was sent a UPS label and promptly returned it. I shipped the broken watch back to your facility and had no response after waiting for a week. I returned the watch in the condition it was received. No one at the office would offer me any resolution to the issue. Now I do not have a refund, a replacement watch or the original watch in my possession. You have collected payment for the watch and I have nothing to show for it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your response. Please allow me to explain the process in which we took. Initially when we received the complaint via email we did whatever it takes to get the watch back and to process a full refund or replacement. We sent a return label in order that you should not incur any additional charges. Please note that we have a quality control team that inspects every watch that comes in from the supplier and another team that inspects the watches before the reach the customer. In an ordinary case there MAY have been an over sight and if the watch did get to the customer like this and came back with all original tags attached to the watch we would not hesitate to refund you in full. However in this case you are stating that the watch was by you for 24 Hours and the watch was never worn. HOWEVER there is a tag that we put on EVERY watch we ship out that states NOT RETURNABLE IF REMOVED. This tag was indeed removed from the watch clasp. Please understand the situation from our end as well. We are not out to hold any funds from anyone. If you would like we can discuss a partial refund as well as sending the watch back to you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I know people damage goods and claim they arrive that way. This is not the case here. I am not being untruthful in any way about the state of the watch when it arrived. I would not go to such lengths to try to get my money back. I have a witness that saw it come out of the packaging this way.To correct your statement, this was not initially dealt with in an email. I made a phone call to your customer service department. I was told the watch could be returned for a replacement no questions asked. In addition, at no point was the return policy described to me nor was I asked about the price tags on the watch.If you can see it from my perspective this has been an absolutely horrible experience that has been dragged out for way too long. I tried to buy my mother a beautiful birthday gift to find it damaged. I returned the watch to you and no one bothered to follow up with me after a week. I had to take it upon myself to call. I was offered no resolution AND I was hung up on by the customer service rep. What company treats their customers like that? Now I am out the watch and my money.I refuse to accept a damaged watch to give as gift and I will not accept a partial refund for a broken watch.I am due a full refund or a replacement. Plain and simple. No matter how many people claim viewed the watch before it was sent to me the fact is it arrived damaged and that is the truth.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,