Certified Watch Store

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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 have no confirmation that the credit was refundedAs of now @ [redacted] I have checked my account and there is no sign of any refund yet, so I say the issue has not been resolved 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 business's response continues to be unacceptable to me, for all the reasons stated previously in this complaint 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 find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

The warranty does not cover that type of damageThe item was worn and was most likely dropped which caused the damageWe are not obligated to take any action but we are willing to cover half of the cost that he hadSince we are going beyond the call of duty please close this caseEven if he would have sent it to us he would have had more expenses since the warranty does not cover shippingPlease do not notify us about this case anymore since we answered it according to the policy listed on our siteWe are still willing to help him but any request for more than half the cost please disregard as we already answered him and we are not obligated to do anythingPlease close this case and make sure our grade is not affectedThank You

We sent the item in perfect condition exactly as it was advertisedIt was sent to the address provided to us and it was delivered and signed for at that address on timeWe were not notified about any issue until after the day period allowed by [redacted] for these types of damages to be reported to sellers and we were only notified after our day return policy was overThe item has been used for months before we were contacted so we can not take it back for a refundIn a effort to keep the customer satisfied we offered to help with the cost if he went locallyBetween the shipping back and forth that is a better option than us fixing it since it is not even something that is covered by the warrantySince we answered this case as per our listed policy please close this case and make sure it does not affect our gradePlease let us know if you have any questionsThank You

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: [It does not resolve my issuesI understand what CWS is saying by citing the tracking number, which shows the package was delivered to my addressThe bottom line is I never received the package and the post office did not lose the package eitherMy only deficiency was that I used the same tracking number and postage to resend the watch back to CWS's new address based on the postal official's approval since the package had not been opened and postage not usedAs for the package showing delivered to my address based on the tracking number, this sufficiently implies the package has been, indeed, delivered to CWS' new (forwarding) addressThe only reason it shows the package was delivered back to me is due to the fact that I had used the same/original postage and tracking number to forward the package back to the CWSThe fact is that package was delivered; however, as to who received it at the CWS - I am not sureThis is something they need to investigate and find outAs acknowledged by their response that they moved locations, their proves even a greater amount of responsibility, duty, and burden on their part to handle customer's packages more carefullyIt's highly likely they misplaced the package as they were in the transition period from location to location I don't know what kind control mechanism they have internally to log customer's returned packages for warranty issuesAdditionally, it makes me doubtful about their employees' training and certification based on their inability to maintain accurate recordsI am sure it would not be exaggerating to say any business dealing with expensive jewelry merchandise would have a proper internal tracking system than merely relying on postage tracking numberAt this point all they are saying is responding to my complaints but without reasonable proofs or explanationsI should mention the fact that they even failed to repair or inspect the watch when I sent it back the very first time since it was returned untouchedWhen I called back, the employees had no clue!!! This is just another attempt of bait and switch tactics by advertising lower prices and at the end not willing to accept responsibility 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: This business states that if there is any problem with their product they will do their best to help solve the problem. We asked for a most simple solution, as they claim to have watch repair support. We did NOT ask for a refund, we did not ask for money, we did not ask for an exchange, we asked for a simple screw that is otherwise not accessible through general stores. The company did NOT offer to pay for the repair. If the company wants to offer a fair value for the repair we will withdraw our complaint. The only communication we received were refusals and statements about the 14 day policy. When you buy something you don't want it to break within a few months, though we contacted them BEFORE the 90 days, and they strung us around thereafter for over a week before we gave up. [redacted] did not agree with the outcome, and tried to intervene, and THEY are the ones who offered to pay for any costs, a very small ($20) repair that requires us to travel at least 4 hours to get the watch fixed. We sent the item in perfect condition exactly as it was advertised. It was sent to the address provided to us and it was delivered and signed for at that address on time. We were not notified about any issue until after the 14 day period allowed by [redacted] for these types of damages to be reported to sellers and we were only notified after our 30 day return policy was over. The item has been used for 3 months before we were contacted so we can not take it back for a refund. In a effort to keep the customer satisfied we offered to help with the cost if he went locally. Between the shipping back and forth that is a better option than us fixing it since it is not even something that is covered by the warranty. Since we answered this case as per our listed policy please close this case and make sure it does not affect our grade. Please let us know if you have any questions. Thank You In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Regarding this customer complaint this is situation of the customer wanting unreasonable service under the warrantyThe customer purchased the watch in January and months later contacted us regarding having the watch serviced under the warrantyWhen the watch was returned there was no band and
there was found to be water damage to the watch from the crown not being screwed down into place which allowed for water to get inside and the crown was actually removed from the watch causing the warranty to be voidedBecause of this we returned the item back to the customer with a note explaining why it was not serviced.When the item was received back to the customer he then called us and demanded that we replace his watch as per what he claimed to be manufacturer guidelinesHowever the manufacturers warranty would not have covered the item either as this was a situation caused by customer negligenceAlso, it is stated in our warranty that water damage and physical damage would not be covered under the warranty from usThis is in line with most if not all of our linesThere is no way that we could have serviced this itemWhile we do try to satisfy all of our customer these circumstances would not allow for this

To whomever this may concern,The customer keeps on stating that the "fact" is this or that, the truth of the matter is that none of his "facts" are substantiated by any proof other then the customer claiming that it is soThe only concrete FACT here is that the last tracking movement shows that the item is in the customers possession and there is no record anywhere indicating that we received itAs such with all the best intention in the world there is nothing more we can do to assist the customer. We understand that the customer may be frustrated by this, however, we cannot be held responsible for an item that is not in our possession, had the customer insured the package as required we would not be having this exchange. Thank you

Thank you for giving us the opportunity to answer this complaintEach and every watch that we sell is guaranteed to be 100% authenticAs this was was purchased from *** and not directly from Certified Watch store we strongly suggest that the customer contact *** and take advantage of the
warranty that is offered through ***

Hello,We have indeed received the customers watch for repair on 09/**/with *** tracking number *** We then proceeded to send the item in for repair to our service centerThey got back to us weeks later stating that the issue with the watch was not
something they can fix in the USA and they would have to send the item back to the manufacturer in Switzerland for a custom repair which can take up to two monthsThe Item was sent back to Switzerland and took longer then expected to complete the repair for which we sincerely apologize.We received the watch back in the US earlier this week and shipped it out to the customer on 02/**/with *** 2nd Day Air tracking number *** It was successfully picked up by the customer 02/**/and signed for. We sincerely apologize for the amount of time this repair took and any inconvenience this delay has caused. We hope that the customer considers this matter resolved. Sincerely,Certified Watch Store

We have refunded the customer in fullSince we answered this case and resolved the issue in a way that was what the customer requested please close this case and please make sure that our grade is not affected by it.Thank You

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]

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:
This business states that if there is any problem with their product they will do their best to help solve the problem.  We asked for a most simple solution, as they claim to have watch repair support.  We did NOT ask for a refund, we did not ask for money, we did not ask for an exchange, we asked for a simple screw that is otherwise not accessible through general stores. The company did NOT offer to pay for the repair.  If the company wants to offer a fair value for the repair we will withdraw our complaint.  The only communication we received were refusals and statements about the 14 day policy. When you buy something you don't want it to break within a few months, though we contacted them BEFORE the 90 days, and they strung us around thereafter for over a week before we gave up.
[redacted] did not agree with the outcome, and tried to intervene, and THEY are the ones who offered to pay for any costs, a very small ($20) repair that requires us to travel at least 4 hours to get the watch fixed. 
We sent the item in perfect condition exactly as it was advertised. It was sent to the address provided to us and it was delivered and signed for at that address on time. We were not notified about any issue until after the 14 day period allowed by [redacted] for these types of damages to be reported to sellers and we were only notified after our 30 day return policy was over. The item has been used for 3 months before we were contacted so we can not take it back for a refund. In a effort to keep the customer satisfied we offered to help with the cost if he went locally. Between the shipping back and forth that is a better option than us fixing it since it is not even something that is covered by the warranty. Since we answered this case as per our listed policy please close this case and make sure it does not affect our grade. Please let us know if you have any questions. Thank You
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whomever this may concern,We at Certified Watch Store have done everything in our power to accommodate the customer, we serviced his item under warranty multiple times and replied to all of his email messages in a timely fashion.We have indeed changed our warehouse address as the customer stated...

as our business is growing, something that is quite understandable.As to the matter at hand, we indeed approved the customer’s request for repair once more. The customer shipped the item out on October *, 2015, 2:09 pm from [redacted] to our old warehouse address [redacted], at which point the item was returned to sender (the customer) and was signed for by him on October **, 2015, 10:12 am "[redacted]  [redacted]". This is the last movement on the tracking number and as for the customer’s claim that he resent the item to us using the same postage label & tracking, were this true there would have been movement on the tracking attesting to this, there is not.We have advised the customer that all return shipments need to be insured as is clearly stated in our return for repair paperwork for this exact reason, something the customer has neglected to do.The customer seems to be directing his anger and frustration with the postal system at us the sellers, we have done everything by the book and are not responsible for an item that may have been lost by the carrier.All this can clearly be seen with [redacted] tracking number [redacted].At no point did we refuse the customer service, we just did not receive the item as can clearly be seen by the tracking.We understand the customer’s frustration in regards to this matter however there is nothing more we can do.

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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:
 
1.     The Watch Store did not help resolve the faulty watch.
2.     The Watch Store would not send us a replacement screw.
3.     The Watch Store did not reimburse the cost to fix the watch as they said they would.
4.     The Watch Store had a policy which basically renders the Manufacturers Warranty void, and makes it that consumers have to go through the Watch Store to get fixed, but as in our case, they will not help with thereafter (see below).
5.    The Watch Store claims “Since we are Distributers/wholesalers, and are not authorized dealers, the manufacturer's warranty that is included in the box is not endorsed by an authorized retailer. We therefore honor the original factory warranty's terms and conditions for same duration as the original manufacturer warranty. Our watch repairmen are very experienced with watches worth up to $50,000. Should there be a problem with your watch, we do our best to repair it as quickly as possible.”
6.     There were many mis-representations that they put out, namely that if any problems should arise that they have "experienced watch repairmen that can fix up to $50,000 watches", and that they would do their best to find solutions.
7.     They tricked us, asking us to send a picture to show them the missing screw. We sent the picture which was shown in the archive email at [redacted].  They strung us along saying they didn't get the picture.  We re-posted it - then they emailed that their “Quality Control” people have determined that the watch had been worn (which we never claimed otherwise and a watch shouldn't fall apart so soon whether worn or not).  They did not use the photo for its original purpose and instead used it to deny us a solution.
8.     What was originally a request for a replacement screw that we could not get here, so that we could take it to a local watch repair shop, has become a nightmare to resolve, and this vendor could have easily resolved this when we first emailed them directly, before contacting [redacted] or the Revdex.com.  
9.     We had difficulty reaching them, and after getting an email saying that they weren’t going to help us, we contacted [redacted].
10.  [redacted] was very apologetic and is willing to repay any costs. In principle we felt it was the Watch Store’s responsibility and chose to offer them a chance to be in good standing, before having [redacted] assume their fault (which we will pursue).
11.  Ultimately, after we have spent hours upon hours of time communicating on the subject, as well as driving to and from a real [redacted] Store, to have the watch fixed, for them NOT to cover the cost in full for the repair, is really a final demonstration of their bad business ethic.  
12.  It is very unfortunate, as we have tried to allow the store to resolve this issue.  We were clear in advance and all along that if they were to resolve the issue, we would remove the complaint, and that if they didn't help us we would maintain the complaint.
13.  As it stands we have not even been reimbursed the partial amount they offered. The last offer to cover the costs to fix it was the bare minimum they could have done, considering much more than that was lost on our behalf.  To refuse to cover the cost after we have fulfilled our due diligence is unacceptable, and our experience with this vendor has been one of trickery at every turn.  It would be unfortunate for other consumers to have to go through this frustration, without at least knowing the reality of what any, even slight, problem could entail with them.
14.  These communications echo that this vendor has done all it can to make this problem more of a problem than it ever needed to be.  Had they sent us a screw, or reimbursement for the simple repair, or even offered ANY reasonable alternative, we would have closed the complaint.  They haven't helped us at all, and we remain very dissatisfied. We are left with no proper alternative than to let others know the facts of our consumer experience.
In carrying this forward, and researching the company further, it is clear that we are not the first to have this experience, and it is our greatest hope that the Watch Store would revisit their business ethic for their future, and until then, for honesty & integrity in the matter, it is only just to let other consumers be aware of the facts of doing business with this enterprise. 
Note: I just concluded a call with [redacted], as a follow up to the above, and they maintained both their apology for the bad experience we had with their third-party vendor and have reimbursed the total amount of the repair as per their promise.  It is unfortunate that the Watch Store did not practice the same ethic.
Sincerely,
[redacted]

Hello, As mentioned in our previous messages, we are not able to refund or repair this damaged product. We apologize however we have provided all of our policy details.  Thank you

The warranty does not cover that type of damage. The item was worn and was most likely dropped which caused the damage. We are not obligated to take any action but we are willing to cover half of the cost that he had. Since we are going beyond the call of duty please close this case. Even if he would have sent it to us he would have had more expenses since the warranty does not cover shipping. Please do not notify us about this case anymore since we answered it according to the policy listed on our site. We are still willing to help him but any request for more than half the cost please disregard as we already answered him and we are not obligated to do anything. Please close this case and make sure our grade is not affected. Thank You