Chronostore.com

Review: My husband bought a Cartier Tank Francaise watch, style number W51011Q3, on order [redacted]. It was explained to my husband prior to the purchase that [redacted] is not a Cartier authorized seller; he was okay with that fact. Since the gift was for me, and I was not okay with receiving an expensive watch through a non-authorized seller, we returned the watch within one week of receiving. My husband was refunded the value less $200. On [redacted] site, the return policy is clearly stated ([redacted]). The documents we received did not state special order so we would have been within 14 day return policy. Even if the order was considered special order, I did obtain written confirmation by email that the return would be acceptable; I can provide if. Nowhere can I find restocking fee or other return fee.Desired Settlement: I would like for my husband to receive 100% refund. There is $200 remaining to refund.

Business

Response:

[redacted] initially made the purchase on our [redacted] store for the Cartier Tank Francaise. Unfortunately the watch was purchased earlier that day and there was a discrepancy with our inventory and the item was still listed on the website. Upon processing the order, we immediately contacted [redacted] explaining we no longer had the watch in stock, apologized and would promptly issue a full refund. He elaborated he needed to replace his wife's watch which was identical to the item we had for sale. He then threatened to go to the Revdex.com unless we send him the item he ordered. To avoid anymore complications we sought out and was able to purchase the watch.Since the sale was done through a third party we did not profit on the sale, nevertheless to make our customer happy we fulfilled the order.It was explained to [redacted] how we would acquired the watch and this customized order would not be refundable. He agreed to the purchased finalized the sale and we shipped the Cartier out. As stated in the complaint, [redacted] was not satisfied with the watch because we were not an authorized Cartier seller. [redacted]'s wife contacted us and she explained her dissatisfaction not with the watch but with the documentation. When [redacted] called we re visited our previous conservation and we both came to an agreement. A total of $200 less the value would be credited back to [redacted]. Not sure why $300 was requested and [redacted]'s re-neg on our agreement

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 am afraid that the response from Chronostore is not accurate. First, your customer was [redacted], not [redacted].Second, the order was placed directly with the store, not through [redacted]. It was explained via phone call that there were two watches in stock, that the watch was returnable within 14 days, and that warranty would be covered directly by Chronostore.Third, there was no amendment to the terms & conditions of the original order.Lastly, you are correct, the delta is $200. I mistyped $300. I agree it should be only $200.Please advise.Thank you very much,[redacted]

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

Sincerely,

Business

Response:

The full facts should've been provided in the original letter. The story and dollar amount refunded has changed. Also, the person who made the point of sale should be writing the statement as [redacted] was not present. Once again, when the transaction was made the one in stock was already purchased and we did not have it. We take responsibility for that and took action as the customer was upset and initially threatened to write to Revdex.com if we did not fulfill the order. We explained after the payment and after the purchase we can get the watch from a third party. This customized order voided the return policy as we did not purchase for the same price. It was explained on phone when fixing the situation.We just wanted to state our claim and side of the story. That being said we would like to credit the customer back the $200 we withheld for this transaction. If we did not respond to the initial claim we may have been responsible for an additional $100 because they stated the refund withheld was $300. We understand we cannot please everyone but will always strive to do so. Our company is successful due to our excellent reputation and would like to put it behind us. Let us know the best way to refund the $200 to the customer.

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.Some closing comments: The matter of claiming $300 was immediately rectified in the response to the business' first reply. It was a typed error. The $200 delta was also written within the original text of my inquiry, so there was a clear typo. There was no sly method of trying to extort an additional $100. If you follow the entire chain of events, you can see the same. The story has remained the same. It's hard to change facts. Regardless, I am happy that the business is doing the correct action. The $200 refund can be given the same as the refund for the watch. I will reopen the claim if the refund is not given within 72 hours.

Sincerely,