Cavallero Heating and Air Conditioning, Inc.

Hello ** ***,Thank you for shopping with us and bringing this complaint to my attentionWe appreciate all feedback and input from our customerAt Jacobtime.com we strive to provide everyone with the best possible customer service we can offerAt 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 policyAs a one time courtesy I will be more than happy to provide a full refund for your orderPlease allow 3-days for the credit to show on your credit card statement.

Please note that before shipping any items the quality control team at *** inspects all watches and products to ensure that there are no defects.As it clearly states in our return policy:We offer a days money back guarantee for any watch that is purchased through our site. All
returns made to *** must include a copy of the invoice and must be returned in the same condition as it was when receivedThey 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 issuedOnce 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 *** before the return is finalizedIn this case the customer stated she gifted the watch to a friend who wore the watchSince after inspecting the return, tags were removed and there was clearly sign of wearWe cannot issue a refund for worn items regardless of how long the item was worn.

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:
Jacob Time is saying the watch was dropped, which is totally and they never mentioned this in any of the communications since last MayAnd now I have received my watch back yesterday not repair as they refuse to repair it in a worst condition then it was when I shipped, if you looked at the attached image you will see the white spot on the digital screen ***) which was taken in April was very small now it is in two places and much bigger, it is not wearable as isOn top of that they didn't even did a quality service, as there are fingerprints inside the glass or on the digital screen, hard to say exactly...also attached is the Service estimate done by Tissot service center with the cost to repair the watch back in April, as it was not under warranty due to Jacob Time not being a authorize dealer, which I refused to do after Jacob Time recommend me to get the watch back to them to repair at no cost. All I have been asking is to fix the watch, replace it or reimburse the value of the watchNow I have a severely damaged watch that I can not use as is
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As stated in the previous responseWe have a facility that handles thousands of watches annually and care for each and every one of the watches that pass through our repair centerWe cannot process a refund for a watch that was usedWe can polish the scratched watch case/bracelet and send it back to the customer at no additional costs.

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
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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Customers watch was dropped causing the digital screen on the Tissot watch to crackThe reason why Jacobtime.com ? was unable to repair the damage is because this damage is not covered under the manufacturers warrantyWe did try to find a replacement screen for the damaged watch for no cost to
the customer (even though it is not under warranty) we were unsuccessfulDue to the fact the watch was damaged by the wearer we can no longer replace or repair the watchWe offered to send the watch to an authorized repair centerCustomer refused the offer and requested for us to send the watch back.?

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!
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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Thank you for your messageWe have resolved the issue with the customer by providing a full refund and a $check will be mailed to the customer for return costs.?

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.

Thank you for your reply. We are willing to send it back to Tissot for a full overhaul and to make sure you receive a working watch in perfect condition.