Despite the fact that the customer is categorically incorrect and simply pointing a finger at the last people who touched the watch, we are covering it because we don't want the headaches.
The customer is now over-stepping their bounds. We agree to return the watch in the same condition it was (supposedly) sent to us. I use the word supposedly because we have no way to prove or disprove what they are saying. Are processes are such that they would prevent a situation like this. We are being gracious and offering to return the watch in the same condition at no cost, with no argument.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have received back my watch. The resolution is only satisfactory in so far as the watch was finally returned after much difficulty and distress. Because I have not yet been able to determine whether the watch has been returned in the same condition I sent it. There are numerous public complaints about this business and the condition in which watches have been returned - in some cases, damaged. Therefore, I request that the matter remain open until I am able to have a professional determine the condition of my watch. Separately, I would like to pursue consumer fraud protection and have the business investigated. Thank you.
Sincerely,
[redacted]
Customer sent us a [redacted] label and the watch will ship back to him this week. He did not approve our FREE quote, and he is free to seek a second opinion.
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]
Of course in good faith we would receive the services they quoted to us we accepted their terms. At that time we had no expectations that they would fail to repair our watch. How can this be considered warranty work when they have never ever repaired our watch. In good faith we gave them three opportunities to repair the watch. I have never refused to return the watch to them. After three attempts it is apparent they are not able to repair the watch and should refund the $509.16 we paid to them up front, in good faith.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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:
The response to my complaint from WATCH REPAIR USA to the Revdex.com still does not answer my concerns. When my watch was initially sent to WATCH REPAIR USA, I specified on the phone and in the documentation sent to them that the watch was working perfectly and I wanted a replacement crystal only. I specified that I wanted absolutely no servicing work on the watch as this was recently done (within the last year) and they said this would be alright. Therefore, WATCH REPAIR USA had absolutely no right to open the back of my watch. They told me an outright lie before the watch was sent to them. When they received the watch, I was given a totally different response. I called them and reminded them of my request for only a replacement crystal and I was then told, "[redacted]"-- not what they said to me on the phone before the watch was sent to them. I never would have sent the watch to them if I had any inkling that they would insist on servicing it. At this point, I absolutely did not authorize any work on my watch and requested, and paid for shipping, for the watch to be immediately returned. However, the return of my watch was anything but immediate. It took four weeks with numerous phone call and email requests before my watch was returned to me. I found myself waiting on the hold for 45 minutes each time I called. Eventually, I discovered that if I click the option of "[redacted]r" that someone picked up the line almost immediately. When I finally got the watch back it was not running at all; it was broken. My local jeweler has now looked at the watch and says the movement of this watch is not the movement that was in my watch last year when it was fully serviced. It will cost $325 to have it repaired by my local jeweler. So I now have a broken watch, and I've wasted $45. in shipping costs both ways from WATCH REPAIR USA. Since they did not tell the truth, I wanted my $45. returned but they didn't address that part of my complaint; they didn't address the part about their promise to just replace the crystal; they didn't address the part about my original movement missing; they didn't address the part that my watch is now broken.I have read all 48 complaints about WATCH REPAIR USA on the Revdex.com website here. All the complaints are similar: (1) an expensive watch is sent to WATCH REPAIR USA, (2) customer gets a repair estimate which is far different from what WATCH REPAIR USA explained to them either by phone or email, (3) customer either goes ahead with repair or requests watch back, (4) after an exorbitant amount of time, and after many emails and many phone calls, and sometimes complaints to the Revdex.com, the watch is returned and (5) most often the watch is broken upon return or not in the same condition as originally sent or both. These similarities demonstrate a deceptive pattern with WATCH REPAIR USA and their customers. The complaint department of the New York State Attorney General's office investigates patterns of complaints involving the same company. I have therefore forwarded my complaint along with a PDF of the other 48 complaints about WATCH REPAIR USA to the Nassau Regional Office of the New York State Attorney General located at [redacted].
[redacted]
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]
We have confirmed with Cartier that your watch is with them and that it is under repair. Unfortunately your repair is taking longer than expected, as can be the case with service centers. You approved your watch to be sent to the service center and the repairs to be performed. We have approved those...
repairs with Cartier and we will have your watch back to you as soon as those repair are completed. We can assure you that your watch is not stolen. We have no intention of keeping your watch. In fact your watch is not at our facility since March when your service center request was approved. To note, watch repairs can take longer than expected. The time frame we give you is an estimate based on standard repair times though some repairs can take longer, and sometimes quite a bit longer when parts are not available or discontinued. We appreciate your patience while your watch is being repaired by Cartier.
alright it will not be repaired over night - the movement is on order on our dime. it takes time to get in and be installed and then monitored for quality control
We are waiting to hear back from the factory regarding the necessary part. We have inquired with the factory on multiple occasions but have not received the information needed in order to properly price out your band repair. We will reach out to you in order to determine the best course of action.
Our shipping prices come directly from [redacted] given the insurance amount provided. We do not make up the shipping prices. If they want to reduce the shipping amount and/or change to [redacted] priority please have the customer call us direct at ###-###-####. thanks
There is no scam involved here and there has been no ill treatment on our part. The owner and multiple members of the staff have spent a lot of time taking care of this customer. We have explained the situation in a polite way and have never misrepresented ourselves. The watch repairs are still...
under warranty and thus the credit card company ruled in our favor.
I’m sorry to hear that you’ve had an issue getting your watch back. Your watch was sent to the manufacturer, as noted by your service center request and approval. They are a particularly difficult manufacturer to deal with and extremely slow. We declined the estimate for you back in June (June **,...
one day after your decline) and have been working to get your watch back. As soon as we have it back from them we will ship it out first thing to you. I will make sure that my team is aware of the situation and continue to work with your manufacturer to amend this situation. We apologize for the delay.
I am attaching a picture of the watch which shows the condition of it when it was first processed into our system. The customer is stating that we caused scratches to the back of the watch. This is an old, beat up, worn timepiece. To say that we caused any sort of damage is downright nonsensical....
This is wear and tear, or previous poor repair attempts. We did not touch the watch during our evaluation process.
We keep a very specific record of your dates and I believe that your dates are misspoken. Your watch was estimated on Aug. **. You then waited until Sept. ** to decline our estimate via our email system. We let you know this week that your watch was being shipping back to you this week and as of...
yesterday it was shipped. You may follow it using your tracking information.
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]
I am waiting for the watch to be properly repaired and sent back to me, as the business owner indicated on his response here. Once I have the repaired watch in my hands, I will be happy to state that this issue is resolved. Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Despite the fact that the customer is categorically incorrect and simply pointing a finger at the last people who touched the watch, we are covering it because we don't want the headaches.
The customer is now over-stepping their bounds. We agree to return the watch in the same condition it was (supposedly) sent to us. I use the word supposedly because we have no way to prove or disprove what they are saying. Are processes are such that they would prevent a situation like this. We are being gracious and offering to return the watch in the same condition at no cost, with no argument.
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]
I called and there's no way to make a deal, I just want my watch back!. Please send it by [redacted].
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have received back my watch. The resolution is only satisfactory in so far as the watch was finally returned after much difficulty and distress. Because I have not yet been able to determine whether the watch has been returned in the same condition I sent it. There are numerous public complaints about this business and the condition in which watches have been returned - in some cases, damaged. Therefore, I request that the matter remain open until I am able to have a professional determine the condition of my watch. Separately, I would like to pursue consumer fraud protection and have the business investigated. Thank you.
Sincerely,
[redacted]
Customer sent us a [redacted] label and the watch will ship back to him this week. He did not approve our FREE quote, and he is free to seek a second opinion.
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]
Of course in good faith we would receive the services they quoted to us we accepted their terms. At that time we had no expectations that they would fail to repair our watch. How can this be considered warranty work when they have never ever repaired our watch. In good faith we gave them three opportunities to repair the watch. I have never refused to return the watch to them. After three attempts it is apparent they are not able to repair the watch and should refund the $509.16 we paid to them up front, in good faith.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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:
The response to my complaint from WATCH REPAIR USA to the Revdex.com still does not answer my concerns. When my watch was initially sent to WATCH REPAIR USA, I specified on the phone and in the documentation sent to them that the watch was working perfectly and I wanted a replacement crystal only. I specified that I wanted absolutely no servicing work on the watch as this was recently done (within the last year) and they said this would be alright. Therefore, WATCH REPAIR USA had absolutely no right to open the back of my watch. They told me an outright lie before the watch was sent to them. When they received the watch, I was given a totally different response. I called them and reminded them of my request for only a replacement crystal and I was then told, "[redacted]"-- not what they said to me on the phone before the watch was sent to them. I never would have sent the watch to them if I had any inkling that they would insist on servicing it. At this point, I absolutely did not authorize any work on my watch and requested, and paid for shipping, for the watch to be immediately returned. However, the return of my watch was anything but immediate. It took four weeks with numerous phone call and email requests before my watch was returned to me. I found myself waiting on the hold for 45 minutes each time I called. Eventually, I discovered that if I click the option of "[redacted]r" that someone picked up the line almost immediately. When I finally got the watch back it was not running at all; it was broken. My local jeweler has now looked at the watch and says the movement of this watch is not the movement that was in my watch last year when it was fully serviced. It will cost $325 to have it repaired by my local jeweler. So I now have a broken watch, and I've wasted $45. in shipping costs both ways from WATCH REPAIR USA. Since they did not tell the truth, I wanted my $45. returned but they didn't address that part of my complaint; they didn't address the part about their promise to just replace the crystal; they didn't address the part about my original movement missing; they didn't address the part that my watch is now broken.I have read all 48 complaints about WATCH REPAIR USA on the Revdex.com website here. All the complaints are similar: (1) an expensive watch is sent to WATCH REPAIR USA, (2) customer gets a repair estimate which is far different from what WATCH REPAIR USA explained to them either by phone or email, (3) customer either goes ahead with repair or requests watch back, (4) after an exorbitant amount of time, and after many emails and many phone calls, and sometimes complaints to the Revdex.com, the watch is returned and (5) most often the watch is broken upon return or not in the same condition as originally sent or both. These similarities demonstrate a deceptive pattern with WATCH REPAIR USA and their customers. The complaint department of the New York State Attorney General's office investigates patterns of complaints involving the same company. I have therefore forwarded my complaint along with a PDF of the other 48 complaints about WATCH REPAIR USA to the Nassau Regional Office of the New York State Attorney General located at [redacted].
[redacted]
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]
We have confirmed with Cartier that your watch is with them and that it is under repair. Unfortunately your repair is taking longer than expected, as can be the case with service centers. You approved your watch to be sent to the service center and the repairs to be performed. We have approved those...
repairs with Cartier and we will have your watch back to you as soon as those repair are completed. We can assure you that your watch is not stolen. We have no intention of keeping your watch. In fact your watch is not at our facility since March when your service center request was approved. To note, watch repairs can take longer than expected. The time frame we give you is an estimate based on standard repair times though some repairs can take longer, and sometimes quite a bit longer when parts are not available or discontinued. We appreciate your patience while your watch is being repaired by Cartier.
alright it will not be repaired over night - the movement is on order on our dime. it takes time to get in and be installed and then monitored for quality control
We are waiting to hear back from the factory regarding the necessary part. We have inquired with the factory on multiple occasions but have not received the information needed in order to properly price out your band repair. We will reach out to you in order to determine the best course of action.
Our shipping prices come directly from [redacted] given the insurance amount provided. We do not make up the shipping prices. If they want to reduce the shipping amount and/or change to [redacted] priority please have the customer call us direct at ###-###-####. thanks
Watch has been shipped back to customer.
There is no scam involved here and there has been no ill treatment on our part. The owner and multiple members of the staff have spent a lot of time taking care of this customer. We have explained the situation in a polite way and have never misrepresented ourselves. The watch repairs are still...
under warranty and thus the credit card company ruled in our favor.
We will be in touch to discuss the decline process.
I’m sorry to hear that you’ve had an issue getting your watch back. Your watch was sent to the manufacturer, as noted by your service center request and approval. They are a particularly difficult manufacturer to deal with and extremely slow. We declined the estimate for you back in June (June **,...
one day after your decline) and have been working to get your watch back. As soon as we have it back from them we will ship it out first thing to you. I will make sure that my team is aware of the situation and continue to work with your manufacturer to amend this situation. We apologize for the delay.
I am attaching a picture of the watch which shows the condition of it when it was first processed into our system. The customer is stating that we caused scratches to the back of the watch. This is an old, beat up, worn timepiece. To say that we caused any sort of damage is downright nonsensical....
This is wear and tear, or previous poor repair attempts. We did not touch the watch during our evaluation process.
Again there is simply no way the customer can possibly be sure we "destroyed" their light. Lights burn out.
We keep a very specific record of your dates and I believe that your dates are misspoken. Your watch was estimated on Aug. **. You then waited until Sept. ** to decline our estimate via our email system. We let you know this week that your watch was being shipping back to you this week and as of...
yesterday it was shipped. You may follow it using your tracking information.
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]
I am waiting for the watch to be properly repaired and sent back to me, as the business owner indicated on his response here. Once I have the repaired watch in my hands, I will be happy to state that this issue is resolved. Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]