This client purchased his timepiece on 10/13/14, and he did indeed return it approximately months later with an issueThe issue was that he impacted the timepiece, causing a screw inside the movement to come loose and obstruct the rotorAlthough this is not covered under warranty, we had it quickly serviced as a one time courtesy.He sent the timepiece back one year and seven months after purchase, citing it was gaining minutes per dayUpon evaluation, it was determined that the timepiece requires a movement maintenance service, which is not covered under warranty, and the client was forwarded an estimateMovement maintenance services are not covered under warranty, as outlined in our policies, as well as on our warranty cardIt is not customary to dissect the "Movement Maintenance", as the causes for why it is necessary can varyHowever, in this client's case, given his litany of responses and demands, as well as his repeated prevarication regarding merchantability of the timepiece, we will be happy to provide the cause for the movement maintenance service requirement:The timepiece has been impacted (yet again).The timepiece has been subjected to an impact, causing damage to the hairspring, necessitating a movement maintenance service to rectify.With regards to the client's demands, we have copy/pasted a portion of his email:"I'd like to receive a merchantable watch that functions as intended or a refund in the amount of $million - approximately $of which would be for the watch, and the remainder for time wasted."We cannot repair the timepiece free of charge every time the client damages the timepiece, as our warranties also clearly outline that damages are not covered under warrantyWe cannot issue this client a refund, as he has worn the timepiece in excess of one year, and has damaged the timepieceOur policies clearly outline that a timepiece cannot be returned once wornFinally, we cannot refund the client $Million as he has previously demanded, as we cannot see any reason why the client would be entitled to $million for damaging his timepieceThe timepiece has been returned to the client with no services rendered due to his refusal to remit payment for the services requiredThank you
We are sorry to hear that this client is so upset. We have looked into this, and have spoken to the client, however, we haven't been able to effectively communicate a few basic facts to this client. Here are the facts of this case:This client ordered the following timepiece: Breitling... A27363A3/B823-140AThe client was shipped the same timepiece: Breitling A27363A3/B823-140AThe client believes that the bezel on his timepiece should be greener than it is. He further asserts that "our" photograph is misleading.This timepiece has been manufactured exactly this way by the manufacturer. The representative picture is the manufacturer's depiction of the timepiece. Therefore, we have shown the client the manufacturer's picture and we have sent him the manufacturer's timepiece of the item which was pictured. The client contends that it's not as green as he would like it to be. We do not have any control over which hue of green Breitling has chosen to manufacture that timepiece. We have no control over which hue of green Breitling chose to illustrate in their stock photo.This client contends that there is some form of malfeasance or misrepresentation on our part, because he feels the picture shows the bezel to be greener than it actually is. The client further contends that we must "admit" to some sort of wrongdoing. There has been no wrongdoing on our part whatsoever to which we can admit.The client cites "I would have even considered keeping the watch if they admitted the error / accepted responsibility". We have not made any errors for which we can accept responsibility. The picture is directly from the manufacturer, and the timepiece he ordered is as manufactured by Breitling. We do not have the ability, directive, nor desire to alter a manufacturer's timepiece. There is no "greener" version that could have been purchased at any authorized dealer. This client is faulting our company for having sold him exactly what he ordered. A brighter green hued version simply doesn't exist.We are not certain what the client's ultimate request is, as we do indeed offer a full refund (less shipping). If he is dissatisfied, he can return the item for a full refund less shipping. To illustrate this scenario in an analogy to simplify what's taken place:A person goes to Best Buy and buys a Go Pro Hero 5 Black camera. He goes home, opens the package, and realizes it's a very dark charcoal color, and not pure black. He then posts negative reviews about Best Buy calling the store a scam. He creates posts on his social media page starting with "SCAM ALERT", citing that he was falsely misled by Best Buy, because it clearly says "Hero 5 Black", yet it isn't PURE black in color. Best Buy can't admit some sort of fault, because the picture on the box is from Go Pro, and the item inside is from Go Pro. The store offers him a full refund, but the client is demanding that he is compensated for his time, and for his gas money for driving to the store round trip. The store cannot compensate for transportation. The client therefore posts negative reviews and BBB complaints claiming that Best Buy is a SCAM, having perpetuated some sort of fraud.The example in this analogy makes an equal amount of sense as the grievance this client has outlined. We do our best to take care of our clients, however, this client is demanding "admission" of fault and "compensation". We have done nothing wrong, having shipped him exactly what he ordered. If he is "willing" to keep it if only he could get an "admission", then we are struggling to understand where there is a problem. I cannot imagine keeping a multi-thousand dollar item I am unhappy with, so long as a seller that did nothing wrong admits that he/she did something wrong.We have a very easy return policy. If the client is dissatisfied with the item, he is welcome to return it for a full refund less shipping provided it has not been worn or used and the tags have not been removed or cut. We are unable to offer any further "compensation". We apologize for any inconvenience.
Complaint: I am rejecting this response because:The watch did not have significant wear when first returned for a refundThere was no communication much less multiple times for $to be submittedThe only communication was their employee lying to me that ht e watch was under repair and should be ready in a couple of weeks Regards, [redacted]
Client purchased a watch which was serviced under warranty. Prior to return, watch was pressure tested and passed the pressure test. Several months later, he contacts us to tell us that water entered the watch, and that the watch was not improperly sealed.The watch was properly sealed when returned... to him, confirmed via water resistance test.Regrettably, moisture damage is not covered under warranty. The client requested we return the watch with no services rendered, and the timepiece has already been returned to him.We cannot service the timepiece free of charge, nor are we able to have it serviced any more at the price quote he refused, as the longer moisture is left unrepaired, the more extensive the damage will be.We are sorry we are unable to assist the client with his request.
Complaint: I am rejecting this response because: Regards, Because the manufacturer of the watch informed me otherwise, contradicting your previous statements [redacted]
This client returned his watch, citing it just stopped workingUpon receipt, the timepiece is full of impact points and scratches, and loose parts from impact can be clearly observed through the clear case-back of his timepiece.We informed the client that damage due to impact is not covered under warranty, as outlined in our policies and proceduresThe client's response was that he has never impacted it.We have enclosed several photographsThis timepiece has had in excess of impacts, all of which were strong enough to indent solid stainless steelWe have also enclosed a photo from the back of the timepiece showing that the impacts have, at the least, damaged and dislodged one of the screws in the movement.This client wants the timepiece to be repaired free of chargeHowever, because the client has clearly damaged the timepiece (clearly evident externally and internally)Damages due to impact are not covered under warranty, and the timepiece cannot be repaired free of charge.Thank you
Client claims to have received timepiece in a condition other than what was advertisedAt no point in time was the timepiece advertised as "new" nor "brand new"At no point in time was the timepiece advertised to come with factory stickers.The client received the exact item ordered in the exact condition advertisedWe are sorry, however, we are unable to include items which are not advertised based on the client's recollection of a different purchase of a different timepiece years agoWe are sorry to hear that the client is upset, however, we are unable to waive the additional costs involvedThank you
This client purchased a Breitling Bentley Flying B in September of Within months, the client had an issue with the timepiece and he returned it for serviceThe issue was that he somehow got the movement magnetized, and we had it serviced free of charge and returnedOver a year and a half later, the client returned the timepiece again for servicingUpon assessment, it was determined that the timepiece requires a maintenance service to rectify the issueThe reason for this is that the client changed the time in reverse, which you cannot do on a Flying B with a time aperture, as indicated in the instructionsThis is not covered under warranty, and the client refused to remit payment for service.In short, this was damaged by the clientOur policies clearly articulate that this is not covered under warrantyThe client has indicated he will not remit payment, and the timepiece has been recalled from the manufacturerOnce the timepiece arrives, it will be returned to him with no interventionThank you
Complaint: 11498981 I am rejecting this response because: Regards, [redacted] The normal response according to TAG is not being a complete overhaul at 3 years(not saying it's impossible but improbable if authentic) as you so stated and when watch is returned, it will be sent to TAG directly for checked 'defects' requiring a complete overhaul' and they will have much more input. So again not acceptable that you are misleading customers
We are sorry to hear this client is upsetWe are not sure we understand what this client is referring to when he is citing the link to our website proclaiming that there is a picture of the manufacturer's warranty Such a picture does not exist (nor ever has) on our website.The pictures are of the watch, the movement, the box, and the manual.Our website policies clearly outline that the warranty is directly through us, and clearly outline that the warranty is not through the manufacturerHere is a link to our warranty policy:http://www.authenticwatches.com/authenticwatches-warranty.htmlOur website does not allow for a client to checkout until they have read and agreed to the policiesThis client agreed to said policies on Jan 07:46:PST 2017.There is no online seller that can sell at a discount price which offers a manufacturer warranty for any TAG Heuer timepieceThe only way to obtain a manufacturer warranty is by purchasing from an authorized dealer at the full retail price, which is $1,more than this client has paid.Our return policy clearly outlines that the refund will be less shipping feesWe have refunded this client less shipping fees and will not be able to reimburse any additional fundsWe are sorry for any inconvenience
Complaint: 11847793I am rejecting this response because: I sent new photos showing the blemish to AW. I spoke with an AW rep, who acknowledges the blemish, but told me that they inspected and photographed the watch prior to shipping and that I must have caused the damage to the watch. But AW will not provide the photos. It seems that photos are the ultimate solution to this matter. Hence, I request that AW provide the inspections photos, including a picture of the serial number on the bezel to prove it's the same watch. Thank you.Regards,R*** ***
Complaint:
I am rejecting this response because: Online retailers should not be able to include general disclaimers that say they can cancel an order anytime they so chooseThis is an unfair business practice and is misleading to the consumerA retailer cannot offer a price, have a consumer accept that price, send a confirmation email, and turn around and cancel the order for ANY reasonThis makes no sense and is completely unfair to consumers
Regards,
R** ***
This client has returned a timepiece a year and three months after purchase for serviceAll items being returned for service must be accompanied by $to cover the costs of return shippingThis is outlined in our RMA (Return Merchandise Authorization) instruction email, on the RMA form, in our
warranty policies, and on the warranty card.This client did indeed return the timepiece weeks after purchase (also without the return shipping fee at the time) demanding a refundHowever, the timepiece had very heavy signs of wearThe issue at the time was that the second hand had come loose from the post from an impact, making it impossible to tick properlyEven though damage of this nature is not covered under warranty, we covered the service, and the return shipping fee as a customer courtesy.A year later, the client called back citing his timepiece was not working, and was issued an RMA to return the timepiece for serviceThe item again arrived without payment for the return shipping feeWe immediately notified the client that the return shipping fee was required in order to process the RMA, however, the client did not submit the paymentThe system defaults a "lead time" in these casesThe client called for an update, and a representative did indeed erroneously inform the client that the date of an anticipated update was the third week of June We do apologize for the inconvenience caused by the one mis-communication at the time of that one phone callHowever, the client has not remitted payment for the return shipping as of yet, and when we informed him that the RMA is suspended pending said payment, he replied to our representative with a slew of threats and profanity, and hung up the telephone.This client must remit payment for the return shipping fee in accordance with the return procedures which the client has agreed to at the time of checkout, as well as the time of submission of the timepieceThis is also in accordance with multiple instructions, as well as reminder emailsOnce the payment for return shipping is received, the timepiece will be shipped to the service center for assessmentThank you
Complaint:
I am rejecting this response because:The watch was never worn as described in the merchant's responseThe merchant is assuming that the watch was being worn immediately upon delivery, which his is not the caseI ordered the watch and had it delivered in advance of my Anniversary to avoid any potential delays in shipping and not having it in time to gift it to my wifeThe day I received the watch, I locked it in my safe at home, unopened until the day I gifted it to my wifeThe watch was found to defective the day I gifted it, and once it was discovered, I notified the merchant right awayThe watch was never worn, not even for day. The bottom line for me is that the advertised BRAND NEW watch was found to be defectiveThe merchant was notified immediately upon discovering this fact for resolutionThe merchant sent the watch for service, confirming it was defective and now wants me to accept a defective-but-repaired watch instead of the new, factory functioning watch that I paid for. My expectation in dealing with a merchant that is selling luxury goods is that of a high level of customer service and standing by the productWhat I have experienced is a merchant that instead of doing what it takes to make this right, would rather argue and make claims as to my description of the chain of events.Lastly, It has been nearly days nowI have paid over $3,for a luxury watch, had to pay $to ship it back, was told I would have an update by 9/and have not had call or message with an update so farI have zero confidence in this merchant and am once again requesting a full refund without exception. Time is of the essenceIn the event a refund is not received within business days of delivery of this complaint , I will pursue legal action for resolution
Regards,
N*** ***
We are very sorry this client feels as he doesTimepieces are indeed rated water resistantHowever, the warranty does not cover moisture damage as outlined in our policies and warranty card, as outlined in our previous replyIn the overwhelmingly vast majority of cases, moisture enters the case because clients do not securely tighten the screw down crown when changing the time or date, leaving a timepiece vulnerable to moisture infiltration and subsequent damage. We have explained this to the client via telephone, however, the client simply responded with threats of negative reviews, demanding we cover it free of chargeWe are unable to alter our policies due to threats of retribution.This client has again stated that the timepiece was not exposed to waterThis is simply not possibleAs outlined in our previous communication, water cannot spontaneously appear inside a watch, and the mechanism of the timepiece does not have the ability to manufacture water from scratchThe assertion that this timepiece has not been exposed to water is simply not correct.A link to our warranty policies is clearly posted on every page of our websiteFurther, our system does not allow a client to checkout until they have read and agreed to said policies. We are sorry, however, we will not be able to service this client's timepiece under warrantyThe client may remit payment as outlined in the estimate, or can opt to recall the timepiece and have it assessed and serviced on his own accordThank you
This client received an brand new, completely factory fresh, intact timepieceThe client contacted us because the outer packaging of the outer box was "taped" and "seemed torn"We offered to simply ship him a brand new outer boxHe refused, sighting that Steve Jobs was highly acclaimed for the
outer box of the iPhone, making it an "overall experience" He wanted to return the timepiece instead, and opted to spend $more in a brick and mortar storeWe are happy to issue him a refundhowever, we are unable to generate a return labelWe apologize for any inconvenience, however, a return label will not be issuedOnce the timepiece is received, the client will be issued a refund.We do not have the ability to generate a return label in this case The only concern the client had was the thin outer packaging of the outer box, which we were more than happy to replace, free of chargeThe client believed that it would be more prudent to return this item, and spend several thousand more dollars in a store, citing in his complaint we should be "AVOID[ed] AT ALL COST" We were more than happy to address the actual issue at hand, and correct the experience immediately (we offered to overnight him a brand new outer packaging, which he refused.) To address the client's concerns regarding the expediency of the original shipment, the client had two choices at the time of checkout:#1: Standard Shipping (free)#2: Expedited Shipping ($charge)The client selected standard shipping, opting not to pay for expedited shippingDespite that, the package arrived the very day after his order had been placedThe client then contacted FedEx and requested that the delivery be held at the local FedEx station for pickup, and he picked it up the following dayTo summarize:12/12/- (Saturday) - Order placed by client.12/13/- (Sunday) - Order Processed by Amazon. 12/14/- (Monday) - Order shipped (this is the first available business day).12/15/- (Tuesday) - Item arrived at client location; client requested a hold for pick up.12/16/- (Wednesday) - Client picked up item.Because this client opted for "Standard Delivery", the date range Amazon outlined for the arrival of the package was 12/- 12/It was ready for the client on 12/15.As a side note, no inquiries nor grievances regarding the expediency of shipping were ever made, until the client learned that we were unable to provide a return shipping label for the return. Thank you
Complaint:
I am rejecting this response because: AS CONSUMER I AM SO FRUSTRATED BY THE BUSINESS RESPONSE OVER AND OVER AND YES I AM GOING TO MAKE SURE ALL THE POTENTIAL CUSTOMERS THINKING TO BUY PRODUCTS FROM YOUR WEBSITE TO THINK TWICE BEFORE BUYING DEFECTIVE PRODUCTS FROM YOUR STORE BY READING THE REVIEWSALSO I ALREADY CONTACTED AND FILED FORMALCOMPLINT IN STATE OF CALIFORNIA GENERAL ATTORNEY TO ADVANCE MY ISSUE FURTHER , AS I EXPLAINED I WAS SOLD LIMON WATCH WHICH IS LEAKING WATER FROM MAYBE NOT JUST THE CROWN ALSO FROM THE BACK OR TOP OF THE WATCH WHO KNOWS I JUST CAN NOT TRUST YOUR INSPECTION RESULT DO THE RIGHT THING BY STAND BEHIND YOUR PRODUCTS IF YOU ARE SAYING YOU SELL ONLY NEW NON DEFECTIVE WATCH ESPECIALLY SUCH WORLD KNOWN BRAND LIKE BREITLING AS CONSUMER I DO HAVE ALL THE RIGHT TO EXPRESS MY OPINION TOWARD AUTHENTIC WATCHES AS SCAM VICTIM, ALSO COPLIANT BEEN FILE WITH AMAZON.COM SINCE THEY PROCESS MY PAYMENT WITH AUTHENTIC WATCHES. REGARDS, *** ***
Complaint:
I am rejecting this response because: The reality of this situation is that I'm not frustrated with the warranty policy of AuthenticWatches.com. What I'm frustrated is on their insistence on being so sure that final pressure testing process was performed correctly. In fact, I've been told that they leverage a dealer to perform their repairs - so I don't see how they could really be so sure of the quality of the work if they themselves have little control of the result. We all know that an average person cannot open the back casing without specialty tools - let alone loosen it with bare hands. I hope this complaint does reveal to future potential customers that they are rolling the dice when it comes to service repairs with AuthenticWatches, because its very difficult to prove the negligence that is indeed taking place
Regards,
J*** ***
Complaint:
I am rejecting this response because:1) Firstly, which is the most important, the watches was sent within the warranty periodBut if the AuthenticWatches.com is trying so hard to defame me, I propose to speak only factsI still repeat that I have noticed problems with data movement NOT IMMEDIATELY and NOT FROM THE START but after few month of wearingPlease, do not misquote me and express your thoughts clearlyI also recognize that I am not able to prove that I haven't been wearing watches for all the time but you also not able to prove the contraryYour guess about "several years of wearing" is groundlessI do not object that I have sent the watches without strap (because my hand always sweats under leather bracelet and 3-month is more than enough for me to tear it)I also mentioned its damage and data movement problem in my email from December 12, 2014, which you have received and respondedIn this email I firstly noted that I am going to send the watches for the repair but I sent it only on August 25, (the check from UPSP can be provided), after more than month because I have other watches to wear and on of them I also purchased from AuthenticWatches.com for more than $The "major impact" which was mentioned are the scratches - this is an emotional description which is also untenableThe discussed watches is made from soft metal and can be scratched easilyYou are not able to prove that the watches were worn not carefully.2) My request is very reasonable and must be satisfiedWhether you have defined that the only reason to fix the problem with data movement is a complete overhaul of the mechanism which you have stated is the exclusion from your warranty terms I do want to understand how you made that conclusionIn this regard and as you were stating that you have performed the "examination by the technician" I am asking to provide that information in written and signed by official representative AuthenticWatches.comDespite you have stated that my watches are not going to be serviced by the warranty, you didn't provide any information and tenable proof of that conclusionI am also asking to provide me full description of $overhaul for $watchesI mean what is going to be done within "overhaul".3) Yes, you have the link to you warranty terms on the web-site where you have stated that you will "repair the movement of this timepiece free of charge if such movement proves to be defective in material or workmanship under use"Could you please, explain how I am being a customer can find out where and when watches requires the "repair" or needs "overhauls" which you have excluded from your warrantyAnd what is keeping you away from telling everyone that the watches requires complete overhaulIn this regard I assume that your warranty do not work at all because your customers are not able to tell and prove anythingI also want to mention that your store is using "Warranty" in marketing purposes to attract clients and to promote their trust to youIn this regard, I assume that you use information that is misleading customers.4) Please, stop providing information about our communicationAll our correspondence was saved at my email and can be providedThis is already the third time when I have noticed you are trying to defame me in a very disrespected mannerJust to point everything, you are stating on your website that " Our turn around time on most repairs is twice as fast as any service center(most delays in service centers are caused by simple handling time)"This is another example of your misleading statement.In this regard, I want to mention that, I have sent the watches on August 25, (USPS check is saved)On November 3rd, (MORE THAN TWO MONTH AFTER and only because I have started calling) I have received the letter from you (email is saved) that you "have received an update on my repair from the authorized dealerThe manufacturer has informed you that there will be significant delay (another weeks) on your item's repairThe next available update should be near 12/3/15." Next on December 4, I got the information from you (email is saved) that "After a thorough examination by the technician, it has been determined that your watch requires a complete overhaul of the mechanism, which is a movement maintenance procedure not covered under our warrantyThe cost for the required service is $875"On December 7th, I have responded that "I assume that you have refused to repair my watchesYou did not provide any proof that they need a complete overhaul of the mechanismI am waiting for you to send me my timepiece back"Then I sent emails on February 2nd, 2016, February 21st, and April 4th, asking if you are returning my watchesYOU STILL DIDN'T PROVIDE ANY SIGNIFICANT INFORMATION TO MY EMAIL AND THIS IS ALREADY MONTH SINCE DECEMBERMoreover you are already keeping my watches for MONTH OVERALL. Overall I already concluded that the behavior of the AuthenticWatches.com's representative is very far away from fair practiceAll the claim resolution process is based on defaming of the client which has trusted to the store and spent his moneyThere are a lot of misleading statements to attract and horrible attitude after the money was spentAnd what is the most surprising that AuthenticWatches.com misquotes and uses information and a lot of emotional expressions to show its client in a bad manner publicly
Regards,
*** ***
This client purchased his timepiece on 10/13/14, and he did indeed return it approximately months later with an issueThe issue was that he impacted the timepiece, causing a screw inside the movement to come loose and obstruct the rotorAlthough this is not covered under warranty, we had it quickly serviced as a one time courtesy.He sent the timepiece back one year and seven months after purchase, citing it was gaining minutes per dayUpon evaluation, it was determined that the timepiece requires a movement maintenance service, which is not covered under warranty, and the client was forwarded an estimateMovement maintenance services are not covered under warranty, as outlined in our policies, as well as on our warranty cardIt is not customary to dissect the "Movement Maintenance", as the causes for why it is necessary can varyHowever, in this client's case, given his litany of responses and demands, as well as his repeated prevarication regarding merchantability of the timepiece, we will be happy to provide the cause for the movement maintenance service requirement:The timepiece has been impacted (yet again).The timepiece has been subjected to an impact, causing damage to the hairspring, necessitating a movement maintenance service to rectify.With regards to the client's demands, we have copy/pasted a portion of his email:"I'd like to receive a merchantable watch that functions as intended or a refund in the amount of $million - approximately $of which would be for the watch, and the remainder for time wasted."We cannot repair the timepiece free of charge every time the client damages the timepiece, as our warranties also clearly outline that damages are not covered under warrantyWe cannot issue this client a refund, as he has worn the timepiece in excess of one year, and has damaged the timepieceOur policies clearly outline that a timepiece cannot be returned once wornFinally, we cannot refund the client $Million as he has previously demanded, as we cannot see any reason why the client would be entitled to $million for damaging his timepieceThe timepiece has been returned to the client with no services rendered due to his refusal to remit payment for the services requiredThank you
We are sorry to hear that this client is so upset. We have looked into this, and have spoken to the client, however, we haven't been able to effectively communicate a few basic facts to this client. Here are the facts of this case:This client ordered the following timepiece: Breitling... A27363A3/B823-140AThe client was shipped the same timepiece: Breitling A27363A3/B823-140AThe client believes that the bezel on his timepiece should be greener than it is. He further asserts that "our" photograph is misleading.This timepiece has been manufactured exactly this way by the manufacturer. The representative picture is the manufacturer's depiction of the timepiece. Therefore, we have shown the client the manufacturer's picture and we have sent him the manufacturer's timepiece of the item which was pictured. The client contends that it's not as green as he would like it to be. We do not have any control over which hue of green Breitling has chosen to manufacture that timepiece. We have no control over which hue of green Breitling chose to illustrate in their stock photo.This client contends that there is some form of malfeasance or misrepresentation on our part, because he feels the picture shows the bezel to be greener than it actually is. The client further contends that we must "admit" to some sort of wrongdoing. There has been no wrongdoing on our part whatsoever to which we can admit.The client cites "I would have even considered keeping the watch if they admitted the error / accepted responsibility". We have not made any errors for which we can accept responsibility. The picture is directly from the manufacturer, and the timepiece he ordered is as manufactured by Breitling. We do not have the ability, directive, nor desire to alter a manufacturer's timepiece. There is no "greener" version that could have been purchased at any authorized dealer. This client is faulting our company for having sold him exactly what he ordered. A brighter green hued version simply doesn't exist.We are not certain what the client's ultimate request is, as we do indeed offer a full refund (less shipping). If he is dissatisfied, he can return the item for a full refund less shipping. To illustrate this scenario in an analogy to simplify what's taken place:A person goes to Best Buy and buys a Go Pro Hero 5 Black camera. He goes home, opens the package, and realizes it's a very dark charcoal color, and not pure black. He then posts negative reviews about Best Buy calling the store a scam. He creates posts on his social media page starting with "SCAM ALERT", citing that he was falsely misled by Best Buy, because it clearly says "Hero 5 Black", yet it isn't PURE black in color. Best Buy can't admit some sort of fault, because the picture on the box is from Go Pro, and the item inside is from Go Pro. The store offers him a full refund, but the client is demanding that he is compensated for his time, and for his gas money for driving to the store round trip. The store cannot compensate for transportation. The client therefore posts negative reviews and BBB complaints claiming that Best Buy is a SCAM, having perpetuated some sort of fraud.The example in this analogy makes an equal amount of sense as the grievance this client has outlined. We do our best to take care of our clients, however, this client is demanding "admission" of fault and "compensation". We have done nothing wrong, having shipped him exactly what he ordered. If he is "willing" to keep it if only he could get an "admission", then we are struggling to understand where there is a problem. I cannot imagine keeping a multi-thousand dollar item I am unhappy with, so long as a seller that did nothing wrong admits that he/she did something wrong.We have a very easy return policy. If the client is dissatisfied with the item, he is welcome to return it for a full refund less shipping provided it has not been worn or used and the tags have not been removed or cut. We are unable to offer any further "compensation". We apologize for any inconvenience.
Complaint: I am rejecting this response because:The watch did not have significant wear when first returned for a refundThere was no communication much less multiple times for $to be submittedThe only communication was their employee lying to me that ht e watch was under repair and should be ready in a couple of weeks Regards, [redacted]
Client purchased a watch which was serviced under warranty. Prior to return, watch was pressure tested and passed the pressure test. Several months later, he contacts us to tell us that water entered the watch, and that the watch was not improperly sealed.The watch was properly sealed when returned... to him, confirmed via water resistance test.Regrettably, moisture damage is not covered under warranty. The client requested we return the watch with no services rendered, and the timepiece has already been returned to him.We cannot service the timepiece free of charge, nor are we able to have it serviced any more at the price quote he refused, as the longer moisture is left unrepaired, the more extensive the damage will be.We are sorry we are unable to assist the client with his request.
Complaint: I am rejecting this response because: Regards, Because the manufacturer of the watch informed me otherwise, contradicting your previous statements [redacted]
This client returned his watch, citing it just stopped workingUpon receipt, the timepiece is full of impact points and scratches, and loose parts from impact can be clearly observed through the clear case-back of his timepiece.We informed the client that damage due to impact is not covered under warranty, as outlined in our policies and proceduresThe client's response was that he has never impacted it.We have enclosed several photographsThis timepiece has had in excess of impacts, all of which were strong enough to indent solid stainless steelWe have also enclosed a photo from the back of the timepiece showing that the impacts have, at the least, damaged and dislodged one of the screws in the movement.This client wants the timepiece to be repaired free of chargeHowever, because the client has clearly damaged the timepiece (clearly evident externally and internally)Damages due to impact are not covered under warranty, and the timepiece cannot be repaired free of charge.Thank you
Client claims to have received timepiece in a condition other than what was advertisedAt no point in time was the timepiece advertised as "new" nor "brand new"At no point in time was the timepiece advertised to come with factory stickers.The client received the exact item ordered in the exact condition advertisedWe are sorry, however, we are unable to include items which are not advertised based on the client's recollection of a different purchase of a different timepiece years agoWe are sorry to hear that the client is upset, however, we are unable to waive the additional costs involvedThank you
This client purchased a Breitling Bentley Flying B in September of Within months, the client had an issue with the timepiece and he returned it for serviceThe issue was that he somehow got the movement magnetized, and we had it serviced free of charge and returnedOver a year and a half later, the client returned the timepiece again for servicingUpon assessment, it was determined that the timepiece requires a maintenance service to rectify the issueThe reason for this is that the client changed the time in reverse, which you cannot do on a Flying B with a time aperture, as indicated in the instructionsThis is not covered under warranty, and the client refused to remit payment for service.In short, this was damaged by the clientOur policies clearly articulate that this is not covered under warrantyThe client has indicated he will not remit payment, and the timepiece has been recalled from the manufacturerOnce the timepiece arrives, it will be returned to him with no interventionThank you
Complaint: 11498981 I am rejecting this response because: Regards, [redacted] The normal response according to TAG is not being a complete overhaul at 3 years(not saying it's impossible but improbable if authentic) as you so stated and when watch is returned, it will be sent to TAG directly for checked 'defects' requiring a complete overhaul' and they will have much more input. So again not acceptable that you are misleading customers
We are sorry to hear this client is upsetWe are not sure we understand what this client is referring to when he is citing the link to our website proclaiming that there is a picture of the manufacturer's warranty Such a picture does not exist (nor ever has) on our website.The pictures are of the watch, the movement, the box, and the manual.Our website policies clearly outline that the warranty is directly through us, and clearly outline that the warranty is not through the manufacturerHere is a link to our warranty policy:http://www.authenticwatches.com/authenticwatches-warranty.htmlOur website does not allow for a client to checkout until they have read and agreed to the policiesThis client agreed to said policies on Jan 07:46:PST 2017.There is no online seller that can sell at a discount price which offers a manufacturer warranty for any TAG Heuer timepieceThe only way to obtain a manufacturer warranty is by purchasing from an authorized dealer at the full retail price, which is $1,more than this client has paid.Our return policy clearly outlines that the refund will be less shipping feesWe have refunded this client less shipping fees and will not be able to reimburse any additional fundsWe are sorry for any inconvenience
Complaint: 11847793I am rejecting this response because: I sent new photos showing the blemish to AW. I spoke with an AW rep, who acknowledges the blemish, but told me that they inspected and photographed the watch prior to shipping and that I must have caused the damage to the watch. But AW will not provide the photos. It seems that photos are the ultimate solution to this matter. Hence, I request that AW provide the inspections photos, including a picture of the serial number on the bezel to prove it's the same watch. Thank you.Regards,R*** ***
Complaint:
I am rejecting this response because: Online retailers should not be able to include general disclaimers that say they can cancel an order anytime they so chooseThis is an unfair business practice and is misleading to the consumerA retailer cannot offer a price, have a consumer accept that price, send a confirmation email, and turn around and cancel the order for ANY reasonThis makes no sense and is completely unfair to consumers
Regards,
R** ***
This client has returned a timepiece a year and three months after purchase for serviceAll items being returned for service must be accompanied by $to cover the costs of return shippingThis is outlined in our RMA (Return Merchandise Authorization) instruction email, on the RMA form, in our
warranty policies, and on the warranty card.This client did indeed return the timepiece weeks after purchase (also without the return shipping fee at the time) demanding a refundHowever, the timepiece had very heavy signs of wearThe issue at the time was that the second hand had come loose from the post from an impact, making it impossible to tick properlyEven though damage of this nature is not covered under warranty, we covered the service, and the return shipping fee as a customer courtesy.A year later, the client called back citing his timepiece was not working, and was issued an RMA to return the timepiece for serviceThe item again arrived without payment for the return shipping feeWe immediately notified the client that the return shipping fee was required in order to process the RMA, however, the client did not submit the paymentThe system defaults a "lead time" in these casesThe client called for an update, and a representative did indeed erroneously inform the client that the date of an anticipated update was the third week of June We do apologize for the inconvenience caused by the one mis-communication at the time of that one phone callHowever, the client has not remitted payment for the return shipping as of yet, and when we informed him that the RMA is suspended pending said payment, he replied to our representative with a slew of threats and profanity, and hung up the telephone.This client must remit payment for the return shipping fee in accordance with the return procedures which the client has agreed to at the time of checkout, as well as the time of submission of the timepieceThis is also in accordance with multiple instructions, as well as reminder emailsOnce the payment for return shipping is received, the timepiece will be shipped to the service center for assessmentThank you
Complaint:
I am rejecting this response because:
Regards,
*** ***
Complaint:
I am rejecting this response because:The watch was never worn as described in the merchant's responseThe merchant is assuming that the watch was being worn immediately upon delivery, which his is not the caseI ordered the watch and had it delivered in advance of my Anniversary to avoid any potential delays in shipping and not having it in time to gift it to my wifeThe day I received the watch, I locked it in my safe at home, unopened until the day I gifted it to my wifeThe watch was found to defective the day I gifted it, and once it was discovered, I notified the merchant right awayThe watch was never worn, not even for day. The bottom line for me is that the advertised BRAND NEW watch was found to be defectiveThe merchant was notified immediately upon discovering this fact for resolutionThe merchant sent the watch for service, confirming it was defective and now wants me to accept a defective-but-repaired watch instead of the new, factory functioning watch that I paid for. My expectation in dealing with a merchant that is selling luxury goods is that of a high level of customer service and standing by the productWhat I have experienced is a merchant that instead of doing what it takes to make this right, would rather argue and make claims as to my description of the chain of events.Lastly, It has been nearly days nowI have paid over $3,for a luxury watch, had to pay $to ship it back, was told I would have an update by 9/and have not had call or message with an update so farI have zero confidence in this merchant and am once again requesting a full refund without exception. Time is of the essenceIn the event a refund is not received within business days of delivery of this complaint , I will pursue legal action for resolution
Regards,
N*** ***
We are very sorry this client feels as he doesTimepieces are indeed rated water resistantHowever, the warranty does not cover moisture damage as outlined in our policies and warranty card, as outlined in our previous replyIn the overwhelmingly vast majority of cases, moisture enters the case because clients do not securely tighten the screw down crown when changing the time or date, leaving a timepiece vulnerable to moisture infiltration and subsequent damage. We have explained this to the client via telephone, however, the client simply responded with threats of negative reviews, demanding we cover it free of chargeWe are unable to alter our policies due to threats of retribution.This client has again stated that the timepiece was not exposed to waterThis is simply not possibleAs outlined in our previous communication, water cannot spontaneously appear inside a watch, and the mechanism of the timepiece does not have the ability to manufacture water from scratchThe assertion that this timepiece has not been exposed to water is simply not correct.A link to our warranty policies is clearly posted on every page of our websiteFurther, our system does not allow a client to checkout until they have read and agreed to said policies. We are sorry, however, we will not be able to service this client's timepiece under warrantyThe client may remit payment as outlined in the estimate, or can opt to recall the timepiece and have it assessed and serviced on his own accordThank you
This client received an brand new, completely factory fresh, intact timepieceThe client contacted us because the outer packaging of the outer box was "taped" and "seemed torn"We offered to simply ship him a brand new outer boxHe refused, sighting that Steve Jobs was highly acclaimed for the
outer box of the iPhone, making it an "overall experience" He wanted to return the timepiece instead, and opted to spend $more in a brick and mortar storeWe are happy to issue him a refundhowever, we are unable to generate a return labelWe apologize for any inconvenience, however, a return label will not be issuedOnce the timepiece is received, the client will be issued a refund.We do not have the ability to generate a return label in this case The only concern the client had was the thin outer packaging of the outer box, which we were more than happy to replace, free of chargeThe client believed that it would be more prudent to return this item, and spend several thousand more dollars in a store, citing in his complaint we should be "AVOID[ed] AT ALL COST" We were more than happy to address the actual issue at hand, and correct the experience immediately (we offered to overnight him a brand new outer packaging, which he refused.) To address the client's concerns regarding the expediency of the original shipment, the client had two choices at the time of checkout:#1: Standard Shipping (free)#2: Expedited Shipping ($charge)The client selected standard shipping, opting not to pay for expedited shippingDespite that, the package arrived the very day after his order had been placedThe client then contacted FedEx and requested that the delivery be held at the local FedEx station for pickup, and he picked it up the following dayTo summarize:12/12/- (Saturday) - Order placed by client.12/13/- (Sunday) - Order Processed by Amazon. 12/14/- (Monday) - Order shipped (this is the first available business day).12/15/- (Tuesday) - Item arrived at client location; client requested a hold for pick up.12/16/- (Wednesday) - Client picked up item.Because this client opted for "Standard Delivery", the date range Amazon outlined for the arrival of the package was 12/- 12/It was ready for the client on 12/15.As a side note, no inquiries nor grievances regarding the expediency of shipping were ever made, until the client learned that we were unable to provide a return shipping label for the return. Thank you
Complaint:
I am rejecting this response because: AS CONSUMER I AM SO FRUSTRATED BY THE BUSINESS RESPONSE OVER AND OVER AND YES I AM GOING TO MAKE SURE ALL THE POTENTIAL CUSTOMERS THINKING TO BUY PRODUCTS FROM YOUR WEBSITE TO THINK TWICE BEFORE BUYING DEFECTIVE PRODUCTS FROM YOUR STORE BY READING THE REVIEWSALSO I ALREADY CONTACTED AND FILED FORMALCOMPLINT IN STATE OF CALIFORNIA GENERAL ATTORNEY TO ADVANCE MY ISSUE FURTHER , AS I EXPLAINED I WAS SOLD LIMON WATCH WHICH IS LEAKING WATER FROM MAYBE NOT JUST THE CROWN ALSO FROM THE BACK OR TOP OF THE WATCH WHO KNOWS I JUST CAN NOT TRUST YOUR INSPECTION RESULT DO THE RIGHT THING BY STAND BEHIND YOUR PRODUCTS IF YOU ARE SAYING YOU SELL ONLY NEW NON DEFECTIVE WATCH ESPECIALLY SUCH WORLD KNOWN BRAND LIKE BREITLING AS CONSUMER I DO HAVE ALL THE RIGHT TO EXPRESS MY OPINION TOWARD AUTHENTIC WATCHES AS SCAM VICTIM, ALSO COPLIANT BEEN FILE WITH AMAZON.COM SINCE THEY PROCESS MY PAYMENT WITH AUTHENTIC WATCHES. REGARDS, *** ***
Complaint:
I am rejecting this response because: The reality of this situation is that I'm not frustrated with the warranty policy of AuthenticWatches.com. What I'm frustrated is on their insistence on being so sure that final pressure testing process was performed correctly. In fact, I've been told that they leverage a dealer to perform their repairs - so I don't see how they could really be so sure of the quality of the work if they themselves have little control of the result. We all know that an average person cannot open the back casing without specialty tools - let alone loosen it with bare hands. I hope this complaint does reveal to future potential customers that they are rolling the dice when it comes to service repairs with AuthenticWatches, because its very difficult to prove the negligence that is indeed taking place
Regards,
J*** ***
Complaint:
I am rejecting this response because:1) Firstly, which is the most important, the watches was sent within the warranty periodBut if the AuthenticWatches.com is trying so hard to defame me, I propose to speak only factsI still repeat that I have noticed problems with data movement NOT IMMEDIATELY and NOT FROM THE START but after few month of wearingPlease, do not misquote me and express your thoughts clearlyI also recognize that I am not able to prove that I haven't been wearing watches for all the time but you also not able to prove the contraryYour guess about "several years of wearing" is groundlessI do not object that I have sent the watches without strap (because my hand always sweats under leather bracelet and 3-month is more than enough for me to tear it)I also mentioned its damage and data movement problem in my email from December 12, 2014, which you have received and respondedIn this email I firstly noted that I am going to send the watches for the repair but I sent it only on August 25, (the check from UPSP can be provided), after more than month because I have other watches to wear and on of them I also purchased from AuthenticWatches.com for more than $The "major impact" which was mentioned are the scratches - this is an emotional description which is also untenableThe discussed watches is made from soft metal and can be scratched easilyYou are not able to prove that the watches were worn not carefully.2) My request is very reasonable and must be satisfiedWhether you have defined that the only reason to fix the problem with data movement is a complete overhaul of the mechanism which you have stated is the exclusion from your warranty terms I do want to understand how you made that conclusionIn this regard and as you were stating that you have performed the "examination by the technician" I am asking to provide that information in written and signed by official representative AuthenticWatches.comDespite you have stated that my watches are not going to be serviced by the warranty, you didn't provide any information and tenable proof of that conclusionI am also asking to provide me full description of $overhaul for $watchesI mean what is going to be done within "overhaul".3) Yes, you have the link to you warranty terms on the web-site where you have stated that you will "repair the movement of this timepiece free of charge if such movement proves to be defective in material or workmanship under use"Could you please, explain how I am being a customer can find out where and when watches requires the "repair" or needs "overhauls" which you have excluded from your warrantyAnd what is keeping you away from telling everyone that the watches requires complete overhaulIn this regard I assume that your warranty do not work at all because your customers are not able to tell and prove anythingI also want to mention that your store is using "Warranty" in marketing purposes to attract clients and to promote their trust to youIn this regard, I assume that you use information that is misleading customers.4) Please, stop providing information about our communicationAll our correspondence was saved at my email and can be providedThis is already the third time when I have noticed you are trying to defame me in a very disrespected mannerJust to point everything, you are stating on your website that " Our turn around time on most repairs is twice as fast as any service center(most delays in service centers are caused by simple handling time)"This is another example of your misleading statement.In this regard, I want to mention that, I have sent the watches on August 25, (USPS check is saved)On November 3rd, (MORE THAN TWO MONTH AFTER and only because I have started calling) I have received the letter from you (email is saved) that you "have received an update on my repair from the authorized dealerThe manufacturer has informed you that there will be significant delay (another weeks) on your item's repairThe next available update should be near 12/3/15." Next on December 4, I got the information from you (email is saved) that "After a thorough examination by the technician, it has been determined that your watch requires a complete overhaul of the mechanism, which is a movement maintenance procedure not covered under our warrantyThe cost for the required service is $875"On December 7th, I have responded that "I assume that you have refused to repair my watchesYou did not provide any proof that they need a complete overhaul of the mechanismI am waiting for you to send me my timepiece back"Then I sent emails on February 2nd, 2016, February 21st, and April 4th, asking if you are returning my watchesYOU STILL DIDN'T PROVIDE ANY SIGNIFICANT INFORMATION TO MY EMAIL AND THIS IS ALREADY MONTH SINCE DECEMBERMoreover you are already keeping my watches for MONTH OVERALL. Overall I already concluded that the behavior of the AuthenticWatches.com's representative is very far away from fair practiceAll the claim resolution process is based on defaming of the client which has trusted to the store and spent his moneyThere are a lot of misleading statements to attract and horrible attitude after the money was spentAnd what is the most surprising that AuthenticWatches.com misquotes and uses information and a lot of emotional expressions to show its client in a bad manner publicly
Regards,
*** ***