Certified Watch Store

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 refunded. As of now 12/**/14 @ [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]

To whomever this may concern, The order number provided appears to be associated with an [redacted] account, please note that we no longer have any [redacted] account under our name Certified Watch Store and it has been so for over a year. As such we are unable to assist this customer with any warranty...

issues regarding this purchase. We strongly recommend that the customer contact [redacted] at ###-###-#### and explain the matter at hand as he may be covered under the [redacted] Buyer Protection Plan and they me be able to assist him in this regard.  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]

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

I am not satisfied with the seller's response. They are giving excuses rather than accepting a responsibility. I never received the watch back once I sent it to them. As a business that serves clients all over the United States and handles high valued items, their dealing is so cheap. Obviously, they are not even concerned about their image, customer service, and longevity. A responsible business entity will at least make an attempt to resolve the issue regardless of the fault simply because of of the care, image, and responsibility for the customer, as well as to the business itself. I just hope people who are looking for lower priced high end watches make a sound decision if/when they see this and other reviews online about CWS. It is not worth falling prey to the low advertised price in return for a terrible customer service. The low price does not outweigh the bad customer service down the road if/when any issues come up while dealing with the business. Thank 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:

 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 have determined that my complaint has NOT been resolved because:

 The business claims that I am at fault, asserting that I had not screwed the crown down into place before going under water.  This is not true.  The crown was tight and secure when I went underwater, and while I was underwater the watch was fully functional, with the second hand and minute hand operating normally.  Secondly, Certified Watch Store came to the conclusion that I was at fault before they even looked at the damaged watch.  When I reported the issue over the phone, Certified Watch Store's customer support rep immediately told me that I must not have tightened the crown before going under water, as did the manager to whom the issue was escalated.  This appears to be a script that they give to their customer support team for issues like this.  I sent in the watch for repair, with the crown in place.  The crown was not removed from the watch, as they state, it's simply very loose due to the water damage, and may have fallen off in transit or while they were examining the watch.  I detached the band from the watch simply to make it easier to ship for repair. The watch was returned to me unrepaired with no note of explanation.  I returned the watch to the business within Certified Watch Store's two-year warranty period.  At the time that I purchased the watch and until very recently, the language at the top of Certified Watch Store's warranty page stated that the store "honors the original factory warranty's terms and conditions".  Hamilton's warranty states that they will repair any defect, or replace the watch when repairs will not restore the watch to normal conditions ([redacted]).  Given that this watch is water resistant to 100M, it is reasonable that when my watch filled with moisture at 30M, causing the watch's crown to fall off, this would qualify as a defect.After my watch was damaged and I initially raised the issue to Certified Watch Store, when they told me I was at fault and that their warranty didn't cover the issue anyway, I returned to Certified Watch Store's website and studied their warranty in fuller detail.  The purchase page for the watch itself stated that the watch came with the factory warranty card, and when I clicked onto the warranty page, it still stated at the top of the page that they "honor the original factory warranty's terms and conditions".  However, if I scrolled way down on the warranty page, it eventually did describe that they don't warrant water damage, and they never say they will replace a watch, only repair it. In my opinion, this was intentionally deceptive to state at the top of the page that they honor the original factory warranty, when in fact they do not.  I notice today on their website that the language is now changed to explicitly state that they do not honor original factory warranties.  This is far less deceptive than before.  Had it stated that when I was preparing to buy the watch, I would have purchased the watch directly from Hamilton in order to be covered by the factory warranty.  So the change to the website language is an improvement, but I still find it misleading that each watch's page on their site states that the watch comes with the factory warranty card ([redacted]).  This, in my mind, still implies that they actually honor the factory warranty.My request remains as before, that Certified Watch Store replace my watch, as would have been the appropriate response under the factory warranty.
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:
[It does not resolve my issues. I understand what CWS is saying by citing the tracking number, which shows the package was delivered to my address. The bottom line is I never received the package and the post office did not lose the package either. My 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 used. As 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) address. The 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 CWS. The fact is that package was delivered; however, as to who received it at the CWS - I am not sure. This is something they need to investigate and find out. As 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 carefully. It'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 issues. Additionally, it makes me doubtful about their employees' training and certification based on their inability to maintain accurate records. I 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 number. At this point all they are saying is responding to my complaints but without reasonable proofs or explanations. I 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 untouched. When 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]

Review: Hello, I am turning to you because I need help. I have been trying to get this issue resolved since May [redacted]. I have tried dealing with the company amicably. I trusted in the [redacted] feedback system to purchase from a reliable seller and not to be let down, especially with such a significant purchase. I have sent my watch in twice in non working order and got it back twice in non working order. At this point I have spent over $60 in shipping costs and a check to the seller for the repair. It does not appear that they did anything because the problem has not been fixed. The seller said that they make sure the watch is in working before they send it back and accused me of breaking it. However, it was not working to begin with. On May [redacted], 2014 I contacted Certified Watch Store, the seller, and explained that my watch was not working. The time was not moving and had suddenly stopped. The chronograph was flickering back and forth in place and nothing else was moving. They emailed me a form to fill out and send back with the watch and a check for $30. The watch was sent back to them on May [redacted], along with the check and my own expense for shipping charges and even more for signed confirmation that they received it. I received confirmation from FedEx tracking that they received the watch. Then I didn’t hear from the seller for about a week after that so I called just to make sure they had it and understood my explanation of what was wrong. It is an expensive watch that I only wear for special occasions and naturally I was nervous about sending it to a company through the mail to have it fixed, considering I have never had a problem like this before. I was assured on the phone that they received the watch and would be in contact with me. They said it could take a few weeks to repair so after 2 weeks passed from the first phone call, I called again and was told that they had the watch but hadn’t begun the repair process yet. At this point it was days before a year was about to pass since I purchased the watch. So again, I grew even more nervous knowing that it was taking them so long to take care of it and did not want it to go passed the warrantee period, although I started the process way before then. Between that time and June [redacted] I called the company another 4 times to ask about my watch. They were never able to give me specific information about what was wrong and what they were repairing. They said that they would have it fixed that week and sent back to me. This is what they were supposed to have done when I had sent it to them at the beginning of May. I received the watch back on June [redacted]. The time was moving but it was not the correct time so I adjusted the time to make it the correct time. The watch worked for almost an hour and then suddenly the time stopped and did not move. I was only home sitting on the couch during this time. I immediately called the seller but they were closed. I called again first thing the next day and spoke to a man who said his name was [redacted] and told me to send it back again to have it repaired for a second time. The problem was the same as the first time, the time stopped and the chronograph hand was flickering back and forth. That same day, July [redacted], I filled out the form for the seller and on July [redacted] I sent that watch back to them through FedEx with signed confirmation upon delivery, once again at my own expense. On July [redacted] I received an e-mail from the seller explaining that when they sent it back to me on June [redacted] it was working and that they wanted to know what I did when I got it back. I had not done anything wrong. I wrote them back and explained I set the time so that it was correct and not showing me the incorrect time. I have all of these e-mails as documentation. They replied to me that they fixed it and have it working in their office and keeping precise time. Therefore, I excitedly wrote them back that I was happy to hear it was working. I did not hear back from them and on July [redacted] at 1:50pm I received the watch back. I immediately opened the box and noticed the time said 6:30 and was not moving. So I set the time to show 1:50 and nothing moved. None of the hands were moving and it was just staying on 1:50, just like how it looked on 6:30 when I first looked at it. Once again, I contacted the seller right away through e-mail, at 2pm, as this seemed to get me a response faster, and told them I opened the box and that the time was not moving when I opened it. I set the time to the correct time and still nothing was moving. This is now the second time that I received the watch back from repair and there was still no movement. I contacted [redacted] because I was not getting an email back and [redacted] customer service thankfully contacted me about filing a guarantee claim. I emailed the seller again the next day, on the morning of July [redacted], to explain that the watch still ceases to function. Then I also called [redacted] that morning and spoke to [redacted] to get more information about that email and was told to follow the link about filing the claim and that it would be handled by [redacted] from there. I tried that but then received an error message that it was passed the time allotment to file the A to Z guarantee claim. So I then called [redacted] again and spoke to [redacted] about the error message and she explained that they had to contact the back claims office who would email me within 24 hours for guarantee investigation assistance. Finally later that day the seller emailed me back saying to please contact them over the telephone to discuss the matter. It seemed like they only wanted to discuss the matter over the telephone and not have written documentation. I called right away, on July [redacted], and spoke to a woman who said her name was [redacted]. She simply gave me the run around, told me that it was my fault the watch wasn’t working, would not let me explain the situation and told me to get it fixed myself because they tried twice and that it is now my problem to handle. [redacted] was rude and said to deal with it myself and that they are not responsible anymore. She claimed that I did not send it back until the middle of June, meanwhile I have proof through emails, FedEx, and phonecalls that I sent it on May [redacted]. She tried to accuse me of lying, and then realized she had no proof for the imaginary date she said hey received it. Not only did I send it back to them on May [redacted], after speaking to them a few days prior, they took almost 2 months to get it back to me, after I called numerous times and was told they did not get a chance to look at it yet and have it taken care of. During this same conversation with [redacted], I spoke to a man who said his name is [redacted] and that he is the [redacted]. He was also not understanding and told me to deal with it myself and take it to a local jewelry store to have it fixed at my own expense. His only recommendation was to go to someone else to have it fixed. I bought it from the seller and would like for the seller to repair it and not continuously say they are repairing it and still sending me back a watch that does not work. I am more than happy to get an estimate for a repair if I will be compensated by the seller. After two trips of the watch going to the seller, they should know at this point what is wrong with it and either be able to repair it or know how much it should cost and not expect me to deal with it on my own and at my own expense. I began this process on May [redacted], still during the time of my warrantee period and they continue to delay the process and elongate it. I feel as if they played with my watch for so long intentionally to cause this headache for me and say that too much time has passed at this point. They are trying to make all of our correspondence through phone calls but I have all other conversations and correspondence. I have the full threads of e-mails, the day I sent out the watch, the day I contacted them, and all of the paperwork. I have hard documentation which I can provide via hard copy or PDF to prove all these dates, conversations, check to the company, shipping expenses, and everything. I did not request money back from them or anything out of the ordinary. My request is very simple to please fix my watch. My sole desire is for my watch to be working. This is not what I was told I would be purchasing for an authentic [redacted] watch. They gave specific warrantee instructions on [redacted] and they are not abiding by their own policy on [redacted]. I did not contact [redacted] for months or any 3rd party. I tried to handle it with the seller but so far on every occasion and every step along the way they have failed us and failed to keep their end of the deal as a company. [redacted], the watch company, will not take care of it because it wasn’t purchased directly with their company. So I have tried to work with the seller and have them fix it and then they begin claiming that I am lying about the watch not working. Yet, when I sent it back to them they agreed and admitted that there was something wrong. I obviously want my watch to work. After years of being an [redacted] customer I have never had a problem like this before. When I send them the watch back it is not working so clearly they see that there is something wrong. Yet they are not able to tell me specifically what they are fixing. Now that they know that it is not working for the 3rd time they are only suggesting for me to pay someone else to fix it on my own dime. I began this process before the warranty period ended and handled everything calmly, patiently and friendly. At this point they are no longer helping and keep sending me back the watch still in nonworking condition, leading me to feel like I have no other choice but to contact [redacted] about the matter. I have always trusted in buying products from [redacted] and am upset that after all of my positive experiences through the website, I am now having this experience that is not getting resolved. I can be contacted at [redacted], ###-###-#### or ###-###-####. Certified Watch Store is the seller and the number I have been calling to get in contact with them throughout this process is ###-###-####. Thank you very much for taking the time to help with this matter.Desired Settlement: I want my watched repaired and in working order as purchased. If they cannot provide that I want my money back or compensation to have it repaired privately.

Business

Response:

Dear [redacted],

Thank you for shopping with us,

We are sorry to hear, that you are having issues with the watch.

We have looked into your order and our system indicates the followings:

1. The watch was repaired twice by us.

2. Our Quality Dept. has confirmed that the watch

is in a fully working condition. (Before sending it back to you.)

However, since you claiming that the watch is still not working

and our customer’s satisfaction is our number one concern.

We are willing to go ahead and make the following

exceptions:

1. Providing a UPS pre-paid label (see attachment)

so you can send the watch back to us for a 3rd repaid.

2. The repair process will take 1-2 weeks only.

and we will make sure again, as we always do, to check the

watch and make sure its in a perfect working condition before

sending it back to you.

Please ship the watch for repair at your earliest

convenient time.

We look forward to resolving your issue.

Thank You,

Customer Service Team.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The business has accepted my watch for repair on July [redacted] for the third time and promises to have it back to me in 1-2 weeks. The matter is not yet resolved, as I have not yet received the watch back in working order. Currently the watch is in the business' possession, I accept their response, however, I am waiting for it to be returned in working order to conclude whether the matter is resolved or not.

Sincerely,

Review: I purchased watch from Certified Watch Store thru [redacted] web site. After about one year since purchase, side button fell out. I was in Europe when that happened. I took this watch to Tissot store to find out how extensive was damage. "Made in honk kong" appeared under its bottom case when it was opened (in the front of me). Watch was returned to me and I was told that it cant be fixed there because it is a replica. Tissot told me that authentic watch is made in Switzerland. I also received an email from Tissot stating the same. When I returned to US I contacted [redacted] and Certified Watch Store asking for assistance. Certified Watch Store refused to help, said that warranty was voided because watch was opened. I never received warranty book, instructions, repair policy etc. None of this information was available on [redacted] site.

Certified Watch Store does not allow third party repairs but this way if you cant open the watch you never find out about its origin. Certified Watch Store never informed me about warranty procedure etc.Desired Settlement: I would like to return this watch back to Certified Watch Store and receive full refund.

Business

Response:

Thank you for giving us the opportunity to answer this complaint. Each and every watch that we sell is guaranteed to be 100% authentic. As this was was purchased from [redacted] and not directly from Certified Watch store we strongly suggest that the customer contact [redacted] and take advantage of the warranty that is offered through [redacted].

Review: I purchased a Hamilton Khaki Field Watch from Certified Watch Store, partly because of their warranty, which states that they "honor the original factory warranty's terms and conditions for the time duration list below", which for a Hamilton watch was two years. Hamilton's factory warranty terms are to replace the watch if there is any defect in the watch within the first two years. One of the listed features on the watch is that it is water resistant to 100 meters. The first time I dove with the watch underwater to about 30 meters, it filled with moisture, and the crown was ruined to the point that it slid off of the watch. When I sent in the watch to Certified Watch Store for warranty service, they kept it for a few weeks, and then sent it back to me still full of moisture, and with the crown sliding off. No explanation, just a useless watch that I bought from them for over $400 a few months prior. Speaking to Certified Watch Store on the phone is maddening, as they rudely point out that their warranty never would actually replace a watch, only repair, and they don't warrant use underwater, and it must have been my fault anyway. To their defense, it's important to point out that if you keep scrolling way down page two of their warranty description, ignoring the top part where they say they "honor the original factory warranty's terms and conditions", they eventually do describe that they don't warrant water damage, and they never say they will replace a watch, only repair it. This is intentionally deceptive that they state that they honor the original factory warranty, when in fact they do not.Desired Settlement: I request a full refund or replacement of the watch. It is not possible to repair the watch in its current condition to an adequate level of reliability.

Business

Response:

Regarding this customer complaint this is situation of the customer wanting unreasonable service under the warranty. The customer purchased the watch in January and 6 months later contacted us regarding having the watch serviced under the warranty. When 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 voided. Because 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 guidelines. However the manufacturers warranty would not have covered the item either as this was a situation caused by customer negligence. Also, it is stated in our warranty that water damage and physical damage would not be covered under the warranty from us. This is in line with most if not all of our lines. There is no way that we could have serviced this item. While we do try to satisfy all of our customer these circumstances would not allow for this.

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:

The business claims that I am at fault, asserting that I had not screwed the crown down into place before going under water. This is not true. The crown was tight and secure when I went underwater, and while I was underwater the watch was fully functional, with the second hand and minute hand operating normally. Secondly, Certified Watch Store came to the conclusion that I was at fault before they even looked at the damaged watch. When I reported the issue over the phone, Certified Watch Store's customer support rep immediately told me that I must not have tightened the crown before going under water, as did the manager to whom the issue was escalated. This appears to be a script that they give to their customer support team for issues like this. I sent in the watch for repair, with the crown in place. The crown was not removed from the watch, as they state, it's simply very loose due to the water damage, and may have fallen off in transit or while they were examining the watch. I detached the band from the watch simply to make it easier to ship for repair. The watch was returned to me unrepaired with no note of explanation. I returned the watch to the business within Certified Watch Store's two-year warranty period. At the time that I purchased the watch and until very recently, the language at the top of Certified Watch Store's warranty page stated that the store "honors the original factory warranty's terms and conditions". Hamilton's warranty states that they will repair any defect, or replace the watch when repairs will not restore the watch to normal conditions ([redacted]). Given that this watch is water resistant to 100M, it is reasonable that when my watch filled with moisture at 30M, causing the watch's crown to fall off, this would qualify as a defect.After my watch was damaged and I initially raised the issue to Certified Watch Store, when they told me I was at fault and that their warranty didn't cover the issue anyway, I returned to Certified Watch Store's website and studied their warranty in fuller detail. The purchase page for the watch itself stated that the watch came with the factory warranty card, and when I clicked onto the warranty page, it still stated at the top of the page that they "honor the original factory warranty's terms and conditions". However, if I scrolled way down on the warranty page, it eventually did describe that they don't warrant water damage, and they never say they will replace a watch, only repair it. In my opinion, this was intentionally deceptive to state at the top of the page that they honor the original factory warranty, when in fact they do not. I notice today on their website that the language is now changed to explicitly state that they do not honor original factory warranties. This is far less deceptive than before. Had it stated that when I was preparing to buy the watch, I would have purchased the watch directly from Hamilton in order to be covered by the factory warranty. So the change to the website language is an improvement, but I still find it misleading that each watch's page on their site states that the watch comes with the factory warranty card ([redacted]). This, in my mind, still implies that they actually honor the factory warranty.My request remains as before, that Certified Watch Store replace my watch, as would have been the appropriate response under the factory warranty.

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

Sincerely,

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:

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,

Business

Response:

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

Review: I purchased a Zodiac watch from [redacted] on 3/**/14 for approximately $560 with shipping and tax. The watch is advertised as water resistant up to 10 ATMs. While on vacation approx 90 days later, I wore the watch in the pool and it stopped working the next day I noticed it stopped working. I contacted the company immediately to have the watch repaired. It was shipped back to them the first week of May. I waited a week or so and contact them by email about the repair status. It takes several emails for their customer service to respond and when you do get a response, it is a few words such as "it is being repaired" and no name of who is responding. After about 4 weeks, the company contacts me that it will cost $75 to repair my watch and they claim the crowns of the watch were not tightened down. I can assure you they were. This was in addition to having to send them the watch at my expense and an additional $30 for return shipping for an item under warranty. I complained and said I would dispute the purchase with my credit card. They called back and said they would cover the repair and it was shipped backed to me the next day. When I received the watch, the chronograph feature was not working and there was a smudge under the watch crystal. Again, I had to call and complain that it was not repaired to satisfaction. The [redacted] now assures me that it will be fixed correctly and I will not have to wait long for it to be returned. After 3 weeks of emails asking for the status and 1 - 2 responses (it took almost a week for the company to respond that I had to contact the customer service email and not [redacted]) they said it was finally fixed. This was after an email that said they left me no choice but to reinstate the dispute with my credit card company. Now they will not ship the watch back to me because I said I will not cancel the dispute. I told the company I will cancel after I receive and inspect the watch. Then the customer service rep hung the phone up on me. That is the current status.Desired Settlement: I am now looking for a full refund on the purchase as this company is not trust-worthy. My fear is that the watch will not be working properly when it is returned to me or it will stop working in the future and will have to go through this all over again. I have spent much of my personal time writing emails, going to the local UPS store to ship (twice) and having to pay an additional $60 for shipping and return shipping. All this for a watch that I was able to wear for about 30 days on a purchase made in March.

Business

Response:

We fixed the watch within 3 weeks time which is faster than usual. We want to make sure it is done right so it goes through testing before it is sent back. Since the customer is doing a charge back with his credit card we were advised by our merchant services not to send anything to a customer while any funds are being held. We told the customer that once he assures us that there is no dispute with the bank we can send it back to him. Otherwise we have to communicate with the bank on what to do with the item. Since we answered this case please close it and make sure it doesn't affect our grade. We have no problem sending him the item but we dont want to be charged from the bank and give him the item as well. He should not be allowed not to pay us and have the product as well. Please let us know if you have any questions Thank 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:

[Your Answer Here]

The company's customer service is horrendous. I must send multiple emails requesting what the status of the watch repair. Their answers are incomplete and spotty at best. It seems the only time they do respond is when I have to take extreme measures such as complaints with the Revdex.com or my credit card company. The reason I will not cancel my credit card dispute is that I am concerned that the watch will not be fixed correctly and I have no recourse if it is not. This would end up being the third time it would have to be sent back. The [redacted] had promised it would not take long for this repair. Without proper communication, how would I know how long it would take to repair. My feeling is to make this right either refund my money or send me a brand new watch. A new watch should not have needed repair after a month of wearing it. It was worn within the manufacturers specifications. The company also has had issues with other customers. When you read their reviews, there have been multiple complaints. They seem to resolve the issues but only after a complaint is made. Number one rule is make and keep the customer happy. Obviously this is not how they operate.

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

Sincerely,

Business

Response:

This is in reference to the complaint for ID#[redacted],

1. We apologize if you feel we haven't responded in a timely manner,

however the delay in answering was do to the repair center needing

additional service time to repair the item.

2. We have attempt numerous times to have the watch serviced as fast as

possible, unfortunately, its not in our hand about the speed of the

service (occasionally, the watch requires new parts that are not available.) the service takes longer then expected.

3. Since Customer service is our top priority, we have decided to issue a refund to the customer account.

Yours in service,

Customer Service Team.

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]

I will find the matter resolved once I receive the refund (as of 7/**/14 I have not received a refund). When the refund is issued to my credit card, I will accept the response from the business.

Thank you.

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

Sincerely,

Review: I bought an expensive watch from this establishment's online store hosted on [redacted] that started to fall apart after a couple months. The watch lost time, and most of all a screw fell out of the back, that we were unable to get fixed at any local stores, because it was a screw available only from places that sell this kind of watch.

We spent days trying to resolve the matter locally on our own, but everyone told us to contact the store we bought it from. When we attempted to do so, it was hard to reach them. When we did reach them via email, they asked us to call the number that we had problems getting though to previously. Our simple request was to send us a replacement screw for us to take to a local watch repair place. They asked us to send photos of the missing screw, which we sent with the intent of them being able to evaluate what we needed. When we inquired again they said they no picture was attached, though [redacted]'s portal showed it attached. We sent another picture and literally spent days, almost begging them to help us get a replacement screw (the manufacturer of this [redacted] watch is in Europe by the way). After they got the photo, they replied that the Quality Team had declared the watch had been worn and thus they wouldn't cover the screw (we were willing to pay for any fees). We informed them that we never said the watch had not been worn, and that an expensive watch should not fall apart so quickly. In good business practice, when an item turns out to be defective, and there is a simple solution, that business would quickly rectify the problem

It should also be noted that this was a wedding gift for my husband, who loved the watch when I gave it to him, and has sentimental value now to him, so it was heart-breaking to not be able to get a solution from them, and to get spun around for days. Even [redacted] tried to get them to resolve the matter, but they refused.

It has been extremely frustrating and embarrassing to interact with a company that had such business practices as to trick clients out of reasonable solutions. The energy that was put into not helping us could have easily be used to send us a replacement screw.

Their warranty claim on [redacted] is: "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."

Based on the above they claim to have very experienced watch repairmen, capable of fixing uber-expensive watches, and promise to do their best to repair the problem as quickly as possible, yet none of this promise was held for us, for a matter so simple it was dumbfounding. That they would not assist us in getting a simple replacement screw, and having us be satisfied customers, renders this claim above as false. There was NO attempt to help us, and a great effort to not help us. To top it off they strung us along just in time to escape [redacted]'s AtoZ guarantee by a day. Which we attempted to do as a last ditch effort. In all reality we never thought we would have to go through so much for such a simple thing, and it defies the kind of business they claim to be. Had I ever thought that the watch would not be able to be repaired if it failed, or that a solution would not be found if there were a problem, I would NEVER have bought from them!

Future consumers need to know about the reality of this stores business practices. One that is quick to take the payment, and be difficult & unwilling to repair faulty products.

They offered us no alternative solution and no one should have to go through this in the future.Desired Settlement: The store should write an apology, should send us the replacement part, and should change their unethical practices to allow any consumers to be able to have their purchases fixed when faulty. The customer service should be focused on finding solutions & on satisfying customers who are trusting them to practice good business ethics.

Business

Response:

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

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:

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,

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:

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,

Business

Response:

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

Review: I have purchase Swiss Army [redacted] watch from Certifiedwatchstore.com over the phone on [redacted] March 2015. Invoice number: [redacted].Initially I saw this watch on [redacted] for $289.00. I have had some question about delivery and service so I contacted vendor and Sales rep over the phone gave me good deal $245.00. So, I ordered over the phone directly with them. When I got the delivery it wasn't working and there were some scratches on bend, so I call customer service at ###-###-#### and found out that battery in that watch may be old. She suggested me to ship it back at my expenses but once I told her that this is mistake from your side then she sent me return shipping label and I shipped it back on very next day. After couple days I call them to find out if they got the shipment or not and find out the status of my order. The lady over the confirmed that they got the shipment. It was Friday when they got shippment from me. I asked her when should I expect delivery of the watch she reply rudely that I will have to check stock on Monday and if it is available it will take 3 to 5 business days or we will give you credit back. I was little upset the way she talked to me but I said okay I will wait. I have waited for follow up from them. Yesterday on 03/**/2015, I called them to find out about the order, Customer service lady said they canceled order and they gave credit back on 03/**/2015. Then I said you guys should at least notify me about that. She said we did send you an email some how you may not have received it but I will send it now. In fact they did not send me any email regarding cancellation of my order. I have checked my inbox and spam. But, I did receive an email they send me today. And, the email does not say the reason why they cancel my order. Today when I check their website for the same Swiss Army 241403 it is listed for $416.00 and yesterday it was listed for $487.50. Below is the link for today's price. [redacted]Desired Settlement: It clearly shows that they have merchandise but they don't want to sell it to me. Desired Settlement:1.They wasted my time and I want them to deliver the item (Swiss Army 241403) ASAP without any defect for the price they promised. 2. Compensation for non-financial losses as mentioned below. (This was a birthday gift my wife wanted to give it to me)Distress: upset, embarrassment, anxiety, disappointment, loss of expectation and stress.Inconvenience: Time we spent and/or trouble and effort we had to go through as a result of the business's actions.

Review: Order number [redacted]. I purchased a watch In late December of 2011. The watch is a Movado Datron watch which came with a 2 year Certified watch store warranty. I contacted certified watch store in November 2013 (still within warranty period) about issues with my watch. They advised me to send the watch back and have it repaired. The watch's second hand is supposed to be at the "60" second mark which is at the very top when the stop watch is not being used. The second hand was stuck at "44" second mark and even when the stop watch was reset, it would return back to "44" and not "60" as it should. The watch was sent back to me two weeks later in the same condition I sent it in. It was not fixed. I sent the watch back again and received the watch back yesterday 1/**/14 and the watch still has the same problem, only now the second hand stays at the "10" second mark instead of "60". I called certified watch store several times and told them about my problem. They have had my watch before the warranty period was up, and now the warranty period is up and they will not fix or replace it. They said that their watch repair person said there is nothing wrong with it. I have compared my watch to the same watch being sold at local jewelry stores and there is definitely a problem. When I spend $1,000 on a watch, I want to make sure it works perfectly, especially within the warranty period. They obviously cannot fix the watch and they should replace it. What good is a repair warranty if they cannot honor it? I have done everything I am supposed to do to have my item fixed and they have done nothing on their end but give me excuses.Desired Settlement: I would like a new watch sent to me that works properly.

Business

Response:

We have fixed the watch and it was deemed in perfect working order by a authorized watch repair person before it was sent back to the customer. The warranty period already expired but we would be willing to take it back one more time and make sure that it is 100% before we send it out again. Please let us know if you need any additional info Thank 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:

[Your Answer Here]

The response made by Certified Watch Store does not help me. I sent the watch back to them twice. Both times during the warranty period. Over the course of them having the watch and sending it back to me twice, it has been almost two months and that is why the warranty period is now up. The watch does keep time correctly, but because the second hand does not return to the correct position, nor does the bottom chronograph return to the correct position, the stop watch does not work correctly. The representative I spoke with on the phone told me that after having a watch for 6 months or so it should not work like when it was new which I feel is unacceptable. A $1,000 watch should work just as it did when new after less than two years of owning it without any issues. Certified watch store does not have authorized Movado technician's working for them, they have "general technicians" who try to fix any type of watch. Certified watch store has already told me that they cannot fix the watch and that I should just accept it and wear it how it is because it keeps the time ok. This is unacceptable. If they cannot fix a watch that is under warranty they should send the customer a new watch, not send them back the same one twice with the same issues. Certified watch store will also not contact you when they receive your item, or before they send it back, it just gets put in the mail and thats it. I specifically asked to be contacted before my watch was sent out to make sure it was fixed correctly. I did provide certified watch store with the $30 fee as well to repair the watch which was not returned. I feel that because they cannot fix my watch, and have expressed that to me, they should send me a new one.

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

Sincerely,

Business

Response:

We sent the customer a prepaid ups label yesterday. Please confirm with customer if she received the label we are also calling her to confirm.

Review: Having problem getting my refund back to my charge card. After 11 days I contacted them and I was told my refund was cancelled and that was after they called me at home to change my on line review on them, which I stated I would upon receiving my refund. When I finally spoke to someone there, today 12/**/14 at [redacted], they stated they would refund my credit card minus the sales tax. What is that all about? Paid $163.81, refund will be $150.45. I then contacted [redacted] to stop payment and investigate.Desired Settlement: I want my full refund of $150.45 plus sales tax $13.36 = $163.81

Business

Response:

We have refunded the customer in full. Since 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

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]

I have no confirmation that the credit was refunded. As of now 12/**/14 @ [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,

Business

Response:

Please allow 2-3 business days for it to show up on your card.

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: "Same story that many folks have. Called specifically to see that the watch was in stock as it was listed online, they check and say it is in stock. I had to use Google Wallet to pay since it was shipping to a different address than my billing address which I did not like but whatever. Google wallet sends me a confirmation of the purchase but nothing from Certified Watch Store. I get a Google confirmation number and put it into the CWS Order Status and get "The order information you requested was not found, please try again later." So I call and they tell me that the watch is actually not in stock and is a special order and it will be 5-8 days before they get it and then it will be shipped to me overnight. Problem is I will be out of town for several weeks in Aug and now my $1500 watch may be sitting at my place of work waiting for me. Really this is an issue. Yes your website may not be perfectly up to date but when I called to check if the item was in stock I should have been told "no that is a special order and it will be 5-8 days". Then I could have waited to order the watch when I could predictably received it. I only ordered from CWS because it was literally the only place I could find it. I am hopeful they will actually deliver the correct watch in the time frame specified and it meets the standards they advertise. "Desired Settlement: Hope to be notified of when the watch that was reported as in stock is recieved so that I can have it shipped when I am at the proper address or change the shipping address.

Business

Response:

There must have been a misunderstanding. The customer ordered the last piece that is why it now says 5-7 days and before it said in stock. We have every intention of shipping his product today because we have 1 in stock ready to fulfill his order.

Now he left these reviews and on another site also. While we have the product and can overnight it to him we want him to close this case and take off the review that he left on the internet.

We can email him a tracking number later today. Since we can ship the item today as he wants in the resolution please close this case. Also let us know if you need any additional info.

Thank you

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. Not sure why there was any misunderstanding. I gave my order number and was told that the watch was a special order item instead of being told yes your watch will ship today. There would have been no need to file any claim. They simple gave me the wrong information.

Sincerely,