Complaint: 11810835
I am rejecting this response because:The seller states that they cannot list all their policies on every page of the website. However, from the perspective of the customer, there are some policies that are more important or should be better informed about than other policies, such as the restocking fee which is related to a financial subject. Today many renowned businesses offer free return on their products. In cases where such a presumption does not hold, the seller would very explicitly let the customer know the exception. For example, if you go to a local department store to buy something that is on sale or clearance, the cashier at checkout would inform you that the item is final sale and cannot be returned. In addition, the cashier usually would not read to the customer the full store policy because it is common sense that customer are mostly concerned about whether the item can be returned rather than some other policy such as price match. As an online seller, it is more difficult to let the customer know in case where the common presumption that free return is not offered since there lacks person to person communication in online transactions. Therefore, the seller should take more responsibilities to ensure customers are informed about the exception. I agree, again, that the seller cannot put all the policies on every page of the website. However, the seller is completely capable of putting the stocking fee in a manner that can be more easily identified by customers. For example, on the checkout page, instead of relying the customer to click on the policy link and read the entire policy, the seller can easily add one more check box asking if customer accepts the restocking fee if a special order item is added to the shopping cart. In summary, I believe it is the seller's responsibility to make their restocking fee policy known to customers before purchases are made rather than letting the customer to figure it out on their own since the seller is aware that it is possible that customers may not read their full policy before the purchase.The seller also states that the return policy is listed in bold on the website, which I don't see. What I see is "No Restocking Fee" on the top of every page.Regards,
J[redacted]
This client sent back his timepiece purchased in 2010. The timepiece had damage to the dial. The client had prepaid for a refinishing service, which was completed.The returned assessment from the dealer stated the timepiece required a new dial, new hands, a new crown, and a complete movement...
maintenance procedure. The client opted to have the timepiece returned, and the timepiece was then recalled and returned to the client.The client called to indicate that there were parts of his bracelet missing. He also indicated there was damage done to the bezel (specifically, that the lumin dot was removed) along with other accusations of damage and theft levied upon us. This timepiece was returned to the client in the exact condition in which it was received, with the exception of it having been polished (because he prepaid for the service.) Upon informing the client of this, he became belligerent, demanding to know "what we will do for him". Our representative transferred his call to me, [redacted] Grant.Upon initially getting on the phone with him, the client stated his grievance; and as a continuing part of a fluid conversation between people, I said "ok" to indicate I had understood what was just said. He became belligerent immediately, and responded to my "OK" with "We;ll, it doesn't look like you're going to help me BECAUSE YOU'RE INTERRUPTING ME!!!!" I apologized and allowed him to explain his situation for several minutes.He accuses AuthenticWatches of having stolen parts of his damaged watch, and of damaging his watch. He then asked "What are you going to do for me?" Upon reiterating that the timepiece was indeed returned in the same condition in which it was received (with the exception of the prepaid polishing), he demanded to speak to my superior. I informed him I'm the General Manager. This was responded to with: "It's clear you don't give two s*s about me, and I'm gonna let everyone know what you did!"The timepiece returned to us was damaged. This was evident from the time markers inside the timepiece missing. In addition, the timepiece had extensive physical damage. Damages are not covered under warranty as outlined in our policies and procedures, available for all to see on our website:http://www.authenticwatches.com/authenticwatches-warranty.htmlIn this complaint, the client has asserted that we advertise to be an authorized dealer. In fact, we clearly articulate that we are not. Here is what we state, verbatim, in our Authenticity Guarantee posted online:"We are not, nor are we affiliated with authorized dealers of any of the timepiece manufacturers advertised."Here is a link to our Authenticity Guarantee:http://www.authenticwatches.com/info.htmlWe have no intent to "steal" any parts of any timepieces, nor have we ever done so, under any circumstances, since the founding of our business. We have not, starting with this individual's timepiece, decided to become criminals and steal parts. Furthermore, had we hypothetically opted to decide to engage in theft, we would like to outline that old, discontinued, used, damaged parts are, in particular, not of any value whatsoever; making this alleged plot the client feels we have perpetrated to have zero fiduciary benefit whatsoever.This client contacted us to accuse us of stealing what amounts to zero dollars worth of old, damaged, discontinued parts. This accusation is simply not true, and is not something we can take action on. We are sorry the client perceives that there has been any nefarious action on our part, however, we have merely returned the timepiece to the client in the same condition in which it was received, and are not able to take any action based on this client's claims.
This client has several complaints, and we will be happy to address them. Here are the 4 key elements:#1 - Client asserts money orders cannot bounce.#2 - Client asserts that the words "It doesn't matter" were used sequentially during the course of one of the 19 telephone calls he made to us.#3 - Client asserts that there was no documentation included in the box; claims he doesn't know what was done to the watch.#4 - Client asserts that a shipping error on our part cost him £21. Complaint #1: This client has claimed that a money order cannot bounce. This is simply not true. I cannot provide a logical argument to a claim which is simply not true. Money orders can, and do bounce; my previous statement on this matter is factual. Complaint #2: The words "It doesn't matter" are words in the English language, and may be utilized to describe an event which does not have any impact on anything (hence, not mattering). I cannot speculate on the specific context in which these words, which the client seems to have memorized from five months ago, may or may not have been uttered. The client did repeatedly and incessantly contact us regarding this non-issue of the bounced money order which had precisely zero impact on the timeline of his repair. Perhaps on one of his multiple, accusatory calls, he prompted a representative to respond with something along the lines of "With regards to the erroneous email we sent, it doesn't matter because we realized it wasn't your money order that had bounced right away, and therefore there were no ensuing delays." I can neither confirm, nor deny, that the piercing words of "It doesn't matter" were sequentially, or non-sequentially utilized by a representative. Had the words "It doesn't matter" been uttered, we don't see the utilization of such to be worthy of alleviating the client of the costs of repairs for substantially damaging his timepiece. To our knowledge, the words "It", "doesn't", nor "matter", are not profane nor offensive in any way.Complaint #3: No "documentation" is ever included with servicing. The client was made aware of what services were rendered, because he received an estimate for said services (in writing), and the services he has paid for were provided. The services rendered were discussed repeatedly; the client called and discussed these services with me personally. One of the 19 telephone calls placed to us was on 9/22/15, where I personally explained to him all the services being rendered. The services rendered were: Crown replaced, middle case replaced, maintenance service. Complaint #4: There were no errors in shipping the client his timepiece. The £21 the client is referring to are brokerage fees assessed for importation of goods from abroad. Our policies and procedures clearly articulate that the duties, VAT, customs, import taxes, and/or brokerage fees are to be paid by the recipient. This client will not receive any further discounts, refunds, rebates, nor any other form of compensation. We have absorbed $200 of the cost of repair for no reason other than to please this client. We had no obligation whatsoever to absorb a portion of the cost of repairs, as it was a clear cut case of the client damaging the timepiece. We did so simply as a gesture of good customer service. We are sorry to hear the client is so upset, however, no further discounts nor refunds can be issued on this, nor any future products or services. Thank you.
We are sorry to hear the client is displeased. This client feels that this particular policy should be prominent. However, there are several policies which we have in place that affect different clients in different ways. This client feels that the special order cancellation policy should be prominently displayed on every item. Other clients may feel that more information on the warranty should be on every item page. Still other clients may feel that the our payment limits should be on each page.The simple fact is that every client will feel that their particular issue should have been mentioned on the item page. Regrettably, we are not able to list 7 pages of policies all over each item page. That is why we have multiple links to our policies on every page of the website, and require that they be agreed to upon checkout. We would like to stress that our system will not allow checkout to be completed until our policies, including the one being reference by this client, are agreed upon.One thing we do prominently display on each item page is the in stock status or special order lead time. We did indeed display this on the web page of the item. It was displayed in two places on the item page, in red and in black. Having displayed the lead time prominently, in two separate places and colors, in the most conspicuous areas of the item page; the client failed to read it. Had we had the ability to post only the policy he is stating should be posted, it would be far less conspicuous than the red lettering at the top of the page, next to the price, stating "USUALLY SHIPS WITHIN 3 MONTHS". It is unlikely that having posted said policies on said page would have made any difference in the outcome of this transaction.In regards to the analogy utilized, no cashier will cite all aspects of the return policy upon checkout at any retail establishment. We are sorry to hear this client is upset, or feels that he has been misled. We did indeed mention the lead time prominently, and do indeed have a system which forces an agreement to the policies prior to checkout, do indeed have a link to all policies prominently displayed on every site page, and our policies do indeed cite a 10% cancellation fee on a special order items.Accordingly, we are unable to provide this client a full refund. Thank you.
This client contacted us upon receipt to inform us that the incorrect item was shipped. If this is indeed the case, we apologize for any inconvenience and will, of course, ship the client the correct item. We have informed the client of this, and have issued a return authorization for...
replacement. We cannot provide a comprehensive response as of yet, as the item has not yet arrived at our location. Once the item does arrive, it will be inspected. If we did indeed ship the incorrect item, we will, of course, be more than happy to ship out the correct item free of charge. We apologize for any inconvenience caused to this client.
SEE RESPONSES BELOW TO AW'S HYPERBOLIC ASSERTIONS.
#1 - ACCORDING TO THE US POSTAL SERVICE, THE ITALIAN MANUAL WAS DELIVERED TO AW ON THE 26TH. As of today, the English manual still has not been delivered and AW still refuses to state whether they have mailed it.
#2 - When was the warranty card mailed because that also has not been received.
#3 - The watch is indeed damaged and I can honestly say that the blemish is not a dirt speck or air bubble but a dent and scratch in the case. Perhaps AW damaged the case when they took a link out of the bracelet. I made the comment about running to Best Buy to purchase photographic equipment to demonstrate the sheer lunacy of AW's request. Regarding AW's comments about taking photos with tablet computers and old cell phones, it is obvious that the AW responder has not tried to photograph any of their damaged merchandise using either of those two methods.
However, I am willing to send back the watch, at my own expense, in order for AW to inspect the damage. If no damage exists, I will pay to have the watch shipped back to my residence. I will not spend time trying to photograph the blemish while AW has the ability to reject any and all photos as inconclusive.
This client purchased a TAG Heuer timepiece, which is, of course, 100% authentic. Three years after purchase, the client contacted us and informed us his timepiece was not keeping proper time. We issued a return authorization and sent the timepiece out for assessment. The timepiece requires an...
overhaul, which is a routine movement maintenance service not covered under our warranty (just like a tune-up on a vehicle). We sent the client an estimate, and he refused to remit payment, requesting the timepiece be recalled. We have recalled the timepiece in accordance with his request and it will be returned to him.Here is a link to TAG Heuer's website detailing that a movement maintenance is required from time to time:http://customer-service.tagheuer.com/en-us/service/complete-quartz-overhaul...⇄ three years of ownership is completely normal for requiring a maintenance service.Here is a link to our policies, agreed to by the client at the time of checkout:http://www.authenticwatches.com/authenticwatches-warranty.htmlHere is the applicable text, verbatim:"The warranty does not cover damages caused by impact, vibrations, magnetic fields, or batteries; nor does it cover straps, bracelets, bezels, buckles, finishes, cases, dials, hands, crowns, buttons or crystals. It also does not cover damage or defects arising from normal wear; nor does it cover overhauls, maintenance, scratches, accidents, misuse or return shipping. "The client is more than welcome to send the timepiece directly to TAG Heuer to authenticate, assess, and service. The client will find that the required service is "Maintenance II", as will be listed on the estimate he receives from TAG Heuer.We are unable to issue a refund on a timepiece that has been worn for three years. To use a vehicular analogy, I cannot return my car to the dealer for a refund after driving it for three years, simply because I don't wish to pay for a tune up. We are sorry, however, we are not able to cover the cost of service, nor issue a refund, and the timepiece will be returned to the client with no intervention.
Complaint: 10717816
I am rejecting this response because: Its a very nice brag about there technology. They are giving zero evidence. Just a story about a fancy camera system. I did not get my order as placed. What I was shipped is defective and useless to me. I want a refund or replacement.
Regards,
[redacted]
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
First, the entire complaint and demand for refund is arbitrary, as the client is already entitled to a full refund less shipping.This client is comparing a brand new model to an old, discontinued model purchased several years ago. We have repeatedly advised this client to take the item to an...
authorized dealer to verify authenticity. The client refuses. The client believes that all Omega watches have identical cases and paperwork spanning decades of production. This is simply not true. This client has made an erroneous assumption that the timepiece she received is not authentic by comparing this brand new,. current model to an old, discontinued model. There are indeed differences, both in the engravings and in the documentation. To use an analogy, my 2014 Ford Explorer does not look like my previous, 2007 Ford Explorer. That doesn't mean that my car isn't authentic.In addition, the client has articulated that she feels the watch is not authentic because it does not come with a manufacturer warranty. No watch purchased online comes with a manufacturer warranty. This includes all items sold by us, and on Amazon, for that matter. We assure you that neither we, nor Amazon, are selling non-authentic timepieces because we don't provide a manufacturer warranty.This client has a very simple solution to alleviate any concerns: Take the item to an authorized dealer, or ship it directly to the manufacturer, and they will easily be able to verify authenticity. While the client is there, she may wish to compare it to the same model (the current, not discontinued and redesigned model) in order to see that it's identical.Having said all that, the client's purchase was made in a manner such that she is already entitled to a full refund (less shipping), assuming the item is returned with no signs of wear. The remainder of the client's story is inaccurate, with the entire assumption of non-authenticity made by having an untrained eye visually compare it to a completely different model.
Complaint: 12503752
I am rejecting this response because: the merchant is lying about the clarity of their return policies. 1) Just to use their RMA process I had to use USPS registered mail, which cost me $50 USD out of pocket just to rightfully refund the watch. 2) On top of that, upon receipt, the merchant withdrew what they calculated as $45 in Fedex shipping fees. According to Fedex.com there is no way that rate is accurate, especially since I was advised that due to the business account this merchant has with Fedex that shipping estimates would be even lower than what I calculated. No doubt, the merchant is charging a "flat fee" for a single watch return to pad their bottom line for the transaction. This is deception and theft--pure and simple. If the merchant does not have the spine to do the right thing, then I expect the Revdex.com to defend my rights as a consumer.
Regards,
C[redacted]
Complaint: 10714824
I am rejecting this response because:I am rejecting the response in the sense that I do not accept [redacted]'s recap and find him very good at his job in spinning words and the situation as a whole. Furthermore, the act of stealing doesn't always mean for financial gains, does it? Again [redacted] has played his part well in attempting to deflect.At this point, I'm happy that I made the issue public, however, (and especially) since I was ready to for forego the initial service "recommended" by AuthenticWatches, I am happy to go to someone reputable to have my band serviced and accept the watch as it stands, otherwiseMy choice at this time is to never do business with AuthenticWatches again and use my watch (once band fixed) in it's current functioning condition.I do however feel that Revdex.com should reconsider allowing AuthenticWatches to carry the logo and noted support of Revdex.com accreditation on their website (especially w/ 41 complaints in 3 years, as noted), but that's not for me to decide.Please move forward w/ closing this matter
Regards,
U[redacted]
Complaint: 10866755
I am rejecting this response because this item is still being advertised as available on your site. The offers to provide alternative items after written confirmation of my order and charging my credit card were for much more expensive items. I had no interest in your extended warranty as proposed. It is clear this item was advertised and is currently advertised as a marketing method to attract buyers to the site in order to offer alternative items as a replacement. The use of the term "the item was discontinued" is misleading when the item in question was a discounted watch from the vendor's display.
No used timepiece can be returned. Once a timepiece is worn, it can no longer be returned. If there was a minute mark on the case back of the timepiece due to the utilization of the case back opening tool, this would have no bearing on your ability to return the timepiece, as it was not returned in brand new condition when it had been returned for service (the tag had been cut, and the watch had already been worn.)We do not offer a manufacturer warranty with any timepiece, as posted on our website. No entity selling online at a discounted price (including all watches sold on Amazon) will ever come with a manufacturer warranty.We apologize for any inconvenience, however, we are not able to compensate you for any cosmetic procedures you opt to have rendered on your own accord. Thank you.
Complaint: 11533243
I am rejecting this response because:The watch did not have significant wear when first returned for a refund. There was no communication much less multiple times for $30 to be submitted. The 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]
This client purchased a timepiece in 2013. It is now 2015. The
timepiece the client purchased was indeed brand new at the time of purchase.
The timepiece is no longer "brand new", as two years have
transpired since purchase.
More importantly: This client damaged his...
timepiece.
He first called in a return authorization a year ago, fully admitting he
broke his crown. He never sent the timepiece in. Now, he sent it in
because the timepiece has stopped working. He has now called citing the watch
to be "defective", threatening Revdex.com complaints unless we issue a full
refund.
We would like to make a few points:
Once a timepiece is worn, it is no longer brand new. This
timepiece has been worn for 2 years. In that two years, the timepiece has been
significantly damaged on the exterior (pictures included).
- Purchasing something in brand new condition does not mean
it remains brand new indefinitely. It becomes used after it is used by the
client.
This client has damaged his timepiece, by his own admission.
- The client called in indicating his crown was damaged.
No company, in any industry, provides full refunds on two year old
items which the client has damaged.
- Had this client bought this item at an authorized dealer,
they would not issue him a refund. This applies to every industry. There is no
company from which you can purchase any item, bring it back two years later
damaged, and expect to receive any refund.
No company will ever provide any client with an internal purchase
invoice, regardless of circumstance.
- This doesn't require any explanation. To use an
example, I can't go to Best Buy, return a broken Sony video camera I purchased
in 2013, DEMAND to see their invoice of
when they purchased it from Sony, and feel entitle to a full refund if they
cannot provide such documentation. This request is simply nonsensical,
and cannot be accommodated.
Photographs of the client's timepiece are included. This timepiece
has extensive wear for only being in the client's possession for two
years.
- The entire bezel is very badly scratched over it's entirety.
- There is a significant impact point on the 5 o'clock lug of the
timepiece (significant enough to have indented solid steel.)
- The buckle is damaged and the wetsuit extension won't close.
We will not be able to provide the customer with any refund for
any amount. We are not able to provide the client with any internal
documentation. In addition, damaged items are not covered under warranty,
and we will provide the client with an estimate for the cost of service.
We are sorry to hear the customer is upset. Contrary to the statement made that such was not advertised, all policies are linked to on every page of our website. Further, these policies must be read and agreed to upon checkout. Here is a link to our...
policies:https://www.authenticwatches.com/info.htmlWe are sorry, however, we will not be able to issue any further refunds, as the item was refunded in accordance with our policies. Thank you.
Complaint: 10866755
Hopefully this exchange will serve as warning that this vendor advertised and took an order for an item he can't or would not deliver.
Complaint: 11137271
I am rejecting this response because:If seller send my watch to the authorized service center, the authorized service center would not make a flaw on my back.See the attached photo.The seller said, my watch would be repaired by omega service center, and they indicated that their warranty is identical to authorized dealer, but I got a confirm from omega service center that they didn't service my watch, yesterday.The seller said "your watch will be serviced by omega service center." But no. The omega service center has not service my watch, as they said. ( see the attached photo, the serial number is my watch's serial number)I assume that the seller sent my watch to the private shop and the private shop made a crack on my watch's back. And the seller said, it is tiny and doesn't devalue watch, its seller's opinion, in my opinion it devalue my watch. see the refund policy of seller "New and unused" means that there are no scratches, marks, or blemishes on the item; tags and protective stickers have not been removed; there are no signs of wear on the product or the case; and the product must not have been sized or altered in any way. Note that dings and scratches will happen even if a watch has only been worn for a few hours. We cannot accept a return of any item with any indication that it has been used if a full refund is expected (before restocking fees). Any used or altered timepiece will be refunded an amount equal to what we consider to be its current value with a minimum restocking fee of 20% (minimum $100)."The seller consider the scratch as a devalue condition. And now, they made a scratch (its not scratch, as photo shows) and said to customer that it is nothing. Funny. Still, I am asking to seller that 1. provide authorized dealer's warranty to me as you guys said, 2. I will send my watch to the omega service center, and ask them to fix my back case + evaluation. if there are cost which is related to dial, and back of case, they need to pay it. + shipping fee. which was almost $90.
Regards,
H[redacted]
We are sorry to hear this client is upset. We 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 manufacturer. Here 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 policies. This client agreed to said policies on Jan 3 07:46:36 PST 2017.There is no online seller that can sell at a discount price which offers a manufacturer warranty for any TAG Heuer timepiece. The only way to obtain a manufacturer warranty is by purchasing from an authorized dealer at the full retail price, which is $1,675 more than this client has paid.Our return policy clearly outlines that the refund will be less shipping fees. We have refunded this client less shipping fees and will not be able to reimburse any additional funds. We are sorry for any inconvenience.
Complaint: 11810835
I am rejecting this response because:The seller states that they cannot list all their policies on every page of the website. However, from the perspective of the customer, there are some policies that are more important or should be better informed about than other policies, such as the restocking fee which is related to a financial subject. Today many renowned businesses offer free return on their products. In cases where such a presumption does not hold, the seller would very explicitly let the customer know the exception. For example, if you go to a local department store to buy something that is on sale or clearance, the cashier at checkout would inform you that the item is final sale and cannot be returned. In addition, the cashier usually would not read to the customer the full store policy because it is common sense that customer are mostly concerned about whether the item can be returned rather than some other policy such as price match. As an online seller, it is more difficult to let the customer know in case where the common presumption that free return is not offered since there lacks person to person communication in online transactions. Therefore, the seller should take more responsibilities to ensure customers are informed about the exception. I agree, again, that the seller cannot put all the policies on every page of the website. However, the seller is completely capable of putting the stocking fee in a manner that can be more easily identified by customers. For example, on the checkout page, instead of relying the customer to click on the policy link and read the entire policy, the seller can easily add one more check box asking if customer accepts the restocking fee if a special order item is added to the shopping cart. In summary, I believe it is the seller's responsibility to make their restocking fee policy known to customers before purchases are made rather than letting the customer to figure it out on their own since the seller is aware that it is possible that customers may not read their full policy before the purchase.The seller also states that the return policy is listed in bold on the website, which I don't see. What I see is "No Restocking Fee" on the top of every page.Regards,
J[redacted]
This client sent back his timepiece purchased in 2010. The timepiece had damage to the dial. The client had prepaid for a refinishing service, which was completed.The returned assessment from the dealer stated the timepiece required a new dial, new hands, a new crown, and a complete movement...
*s about me, and I'm gonna let everyone know what you did!"The timepiece returned to us was damaged. This was evident from the time markers inside the timepiece missing. In addition, the timepiece had extensive physical damage. Damages are not covered under warranty as outlined in our policies and procedures, available for all to see on our website:http://www.authenticwatches.com/authenticwatches-warranty.htmlIn this complaint, the client has asserted that we advertise to be an authorized dealer. In fact, we clearly articulate that we are not. Here is what we state, verbatim, in our Authenticity Guarantee posted online:"We are not, nor are we affiliated with authorized dealers of any of the timepiece manufacturers advertised."Here is a link to our Authenticity Guarantee:http://www.authenticwatches.com/info.htmlWe have no intent to "steal" any parts of any timepieces, nor have we ever done so, under any circumstances, since the founding of our business. We have not, starting with this individual's timepiece, decided to become criminals and steal parts. Furthermore, had we hypothetically opted to decide to engage in theft, we would like to outline that old, discontinued, used, damaged parts are, in particular, not of any value whatsoever; making this alleged plot the client feels we have perpetrated to have zero fiduciary benefit whatsoever.This client contacted us to accuse us of stealing what amounts to zero dollars worth of old, damaged, discontinued parts. This accusation is simply not true, and is not something we can take action on. We are sorry the client perceives that there has been any nefarious action on our part, however, we have merely returned the timepiece to the client in the same condition in which it was received, and are not able to take any action based on this client's claims.
maintenance procedure. The client opted to have the timepiece returned, and the timepiece was then recalled and returned to the client.The client called to indicate that there were parts of his bracelet missing. He also indicated there was damage done to the bezel (specifically, that the lumin dot was removed) along with other accusations of damage and theft levied upon us. This timepiece was returned to the client in the exact condition in which it was received, with the exception of it having been polished (because he prepaid for the service.) Upon informing the client of this, he became belligerent, demanding to know "what we will do for him". Our representative transferred his call to me, [redacted] Grant.Upon initially getting on the phone with him, the client stated his grievance; and as a continuing part of a fluid conversation between people, I said "ok" to indicate I had understood what was just said. He became belligerent immediately, and responded to my "OK" with "We;ll, it doesn't look like you're going to help me BECAUSE YOU'RE INTERRUPTING ME!!!!" I apologized and allowed him to explain his situation for several minutes.He accuses AuthenticWatches of having stolen parts of his damaged watch, and of damaging his watch. He then asked "What are you going to do for me?" Upon reiterating that the timepiece was indeed returned in the same condition in which it was received (with the exception of the prepaid polishing), he demanded to speak to my superior. I informed him I'm the General Manager. This was responded to with: "It's clear you don't give two s
This client has several complaints, and we will be happy to address them. Here are the 4 key elements:#1 - Client asserts money orders cannot bounce.#2 - Client asserts that the words "It doesn't matter" were used sequentially during the course of one of the 19 telephone calls he made to us.#3 - Client asserts that there was no documentation included in the box; claims he doesn't know what was done to the watch.#4 - Client asserts that a shipping error on our part cost him £21. Complaint #1: This client has claimed that a money order cannot bounce. This is simply not true. I cannot provide a logical argument to a claim which is simply not true. Money orders can, and do bounce; my previous statement on this matter is factual. Complaint #2: The words "It doesn't matter" are words in the English language, and may be utilized to describe an event which does not have any impact on anything (hence, not mattering). I cannot speculate on the specific context in which these words, which the client seems to have memorized from five months ago, may or may not have been uttered. The client did repeatedly and incessantly contact us regarding this non-issue of the bounced money order which had precisely zero impact on the timeline of his repair. Perhaps on one of his multiple, accusatory calls, he prompted a representative to respond with something along the lines of "With regards to the erroneous email we sent, it doesn't matter because we realized it wasn't your money order that had bounced right away, and therefore there were no ensuing delays." I can neither confirm, nor deny, that the piercing words of "It doesn't matter" were sequentially, or non-sequentially utilized by a representative. Had the words "It doesn't matter" been uttered, we don't see the utilization of such to be worthy of alleviating the client of the costs of repairs for substantially damaging his timepiece. To our knowledge, the words "It", "doesn't", nor "matter", are not profane nor offensive in any way.Complaint #3: No "documentation" is ever included with servicing. The client was made aware of what services were rendered, because he received an estimate for said services (in writing), and the services he has paid for were provided. The services rendered were discussed repeatedly; the client called and discussed these services with me personally. One of the 19 telephone calls placed to us was on 9/22/15, where I personally explained to him all the services being rendered. The services rendered were: Crown replaced, middle case replaced, maintenance service. Complaint #4: There were no errors in shipping the client his timepiece. The £21 the client is referring to are brokerage fees assessed for importation of goods from abroad. Our policies and procedures clearly articulate that the duties, VAT, customs, import taxes, and/or brokerage fees are to be paid by the recipient. This client will not receive any further discounts, refunds, rebates, nor any other form of compensation. We have absorbed $200 of the cost of repair for no reason other than to please this client. We had no obligation whatsoever to absorb a portion of the cost of repairs, as it was a clear cut case of the client damaging the timepiece. We did so simply as a gesture of good customer service. We are sorry to hear the client is so upset, however, no further discounts nor refunds can be issued on this, nor any future products or services. Thank you.
We are sorry to hear the client is displeased. This client feels that this particular policy should be prominent. However, there are several policies which we have in place that affect different clients in different ways. This client feels that the special order cancellation policy should be prominently displayed on every item. Other clients may feel that more information on the warranty should be on every item page. Still other clients may feel that the our payment limits should be on each page.The simple fact is that every client will feel that their particular issue should have been mentioned on the item page. Regrettably, we are not able to list 7 pages of policies all over each item page. That is why we have multiple links to our policies on every page of the website, and require that they be agreed to upon checkout. We would like to stress that our system will not allow checkout to be completed until our policies, including the one being reference by this client, are agreed upon.One thing we do prominently display on each item page is the in stock status or special order lead time. We did indeed display this on the web page of the item. It was displayed in two places on the item page, in red and in black. Having displayed the lead time prominently, in two separate places and colors, in the most conspicuous areas of the item page; the client failed to read it. Had we had the ability to post only the policy he is stating should be posted, it would be far less conspicuous than the red lettering at the top of the page, next to the price, stating "USUALLY SHIPS WITHIN 3 MONTHS". It is unlikely that having posted said policies on said page would have made any difference in the outcome of this transaction.In regards to the analogy utilized, no cashier will cite all aspects of the return policy upon checkout at any retail establishment. We are sorry to hear this client is upset, or feels that he has been misled. We did indeed mention the lead time prominently, and do indeed have a system which forces an agreement to the policies prior to checkout, do indeed have a link to all policies prominently displayed on every site page, and our policies do indeed cite a 10% cancellation fee on a special order items.Accordingly, we are unable to provide this client a full refund. Thank you.
This client contacted us upon receipt to inform us that the incorrect item was shipped. If this is indeed the case, we apologize for any inconvenience and will, of course, ship the client the correct item. We have informed the client of this, and have issued a return authorization for...
replacement. We cannot provide a comprehensive response as of yet, as the item has not yet arrived at our location. Once the item does arrive, it will be inspected. If we did indeed ship the incorrect item, we will, of course, be more than happy to ship out the correct item free of charge. We apologize for any inconvenience caused to this client.
SEE RESPONSES BELOW TO AW'S HYPERBOLIC ASSERTIONS.
#1 - ACCORDING TO THE US POSTAL SERVICE, THE ITALIAN MANUAL WAS DELIVERED TO AW ON THE 26TH. As of today, the English manual still has not been delivered and AW still refuses to state whether they have mailed it.
#2 - When was the warranty card mailed because that also has not been received.
#3 - The watch is indeed damaged and I can honestly say that the blemish is not a dirt speck or air bubble but a dent and scratch in the case. Perhaps AW damaged the case when they took a link out of the bracelet. I made the comment about running to Best Buy to purchase photographic equipment to demonstrate the sheer lunacy of AW's request. Regarding AW's comments about taking photos with tablet computers and old cell phones, it is obvious that the AW responder has not tried to photograph any of their damaged merchandise using either of those two methods.
However, I am willing to send back the watch, at my own expense, in order for AW to inspect the damage. If no damage exists, I will pay to have the watch shipped back to my residence. I will not spend time trying to photograph the blemish while AW has the ability to reject any and all photos as inconclusive.
This client purchased a TAG Heuer timepiece, which is, of course, 100% authentic. Three years after purchase, the client contacted us and informed us his timepiece was not keeping proper time. We issued a return authorization and sent the timepiece out for assessment. The timepiece requires an...
overhaul, which is a routine movement maintenance service not covered under our warranty (just like a tune-up on a vehicle). We sent the client an estimate, and he refused to remit payment, requesting the timepiece be recalled. We have recalled the timepiece in accordance with his request and it will be returned to him.Here is a link to TAG Heuer's website detailing that a movement maintenance is required from time to time:http://customer-service.tagheuer.com/en-us/service/complete-quartz-overhaul...⇄ three years of ownership is completely normal for requiring a maintenance service.Here is a link to our policies, agreed to by the client at the time of checkout:http://www.authenticwatches.com/authenticwatches-warranty.htmlHere is the applicable text, verbatim:"The warranty does not cover damages caused by impact, vibrations, magnetic fields, or batteries; nor does it cover straps, bracelets, bezels, buckles, finishes, cases, dials, hands, crowns, buttons or crystals. It also does not cover damage or defects arising from normal wear; nor does it cover overhauls, maintenance, scratches, accidents, misuse or return shipping. "The client is more than welcome to send the timepiece directly to TAG Heuer to authenticate, assess, and service. The client will find that the required service is "Maintenance II", as will be listed on the estimate he receives from TAG Heuer.We are unable to issue a refund on a timepiece that has been worn for three years. To use a vehicular analogy, I cannot return my car to the dealer for a refund after driving it for three years, simply because I don't wish to pay for a tune up. We are sorry, however, we are not able to cover the cost of service, nor issue a refund, and the timepiece will be returned to the client with no intervention.
Complaint: 10717816
I am rejecting this response because: Its a very nice brag about there technology. They are giving zero evidence. Just a story about a fancy camera system. I did not get my order as placed. What I was shipped is defective and useless to me. I want a refund or replacement.
Regards,
[redacted]
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
First, the entire complaint and demand for refund is arbitrary, as the client is already entitled to a full refund less shipping.This client is comparing a brand new model to an old, discontinued model purchased several years ago. We have repeatedly advised this client to take the item to an...
authorized dealer to verify authenticity. The client refuses. The client believes that all Omega watches have identical cases and paperwork spanning decades of production. This is simply not true. This client has made an erroneous assumption that the timepiece she received is not authentic by comparing this brand new,. current model to an old, discontinued model. There are indeed differences, both in the engravings and in the documentation. To use an analogy, my 2014 Ford Explorer does not look like my previous, 2007 Ford Explorer. That doesn't mean that my car isn't authentic.In addition, the client has articulated that she feels the watch is not authentic because it does not come with a manufacturer warranty. No watch purchased online comes with a manufacturer warranty. This includes all items sold by us, and on Amazon, for that matter. We assure you that neither we, nor Amazon, are selling non-authentic timepieces because we don't provide a manufacturer warranty.This client has a very simple solution to alleviate any concerns: Take the item to an authorized dealer, or ship it directly to the manufacturer, and they will easily be able to verify authenticity. While the client is there, she may wish to compare it to the same model (the current, not discontinued and redesigned model) in order to see that it's identical.Having said all that, the client's purchase was made in a manner such that she is already entitled to a full refund (less shipping), assuming the item is returned with no signs of wear. The remainder of the client's story is inaccurate, with the entire assumption of non-authenticity made by having an untrained eye visually compare it to a completely different model.
Complaint: 12503752
I am rejecting this response because: the merchant is lying about the clarity of their return policies. 1) Just to use their RMA process I had to use USPS registered mail, which cost me $50 USD out of pocket just to rightfully refund the watch. 2) On top of that, upon receipt, the merchant withdrew what they calculated as $45 in Fedex shipping fees. According to Fedex.com there is no way that rate is accurate, especially since I was advised that due to the business account this merchant has with Fedex that shipping estimates would be even lower than what I calculated. No doubt, the merchant is charging a "flat fee" for a single watch return to pad their bottom line for the transaction. This is deception and theft--pure and simple. If the merchant does not have the spine to do the right thing, then I expect the Revdex.com to defend my rights as a consumer.
Regards,
C[redacted]
Complaint: 10714824
I am rejecting this response because:I am rejecting the response in the sense that I do not accept [redacted]'s recap and find him very good at his job in spinning words and the situation as a whole. Furthermore, the act of stealing doesn't always mean for financial gains, does it? Again [redacted] has played his part well in attempting to deflect.At this point, I'm happy that I made the issue public, however, (and especially) since I was ready to for forego the initial service "recommended" by AuthenticWatches, I am happy to go to someone reputable to have my band serviced and accept the watch as it stands, otherwiseMy choice at this time is to never do business with AuthenticWatches again and use my watch (once band fixed) in it's current functioning condition.I do however feel that Revdex.com should reconsider allowing AuthenticWatches to carry the logo and noted support of Revdex.com accreditation on their website (especially w/ 41 complaints in 3 years, as noted), but that's not for me to decide.Please move forward w/ closing this matter
Regards,
U[redacted]
Complaint: 10866755
I am rejecting this response because this item is still being advertised as available on your site. The offers to provide alternative items after written confirmation of my order and charging my credit card were for much more expensive items. I had no interest in your extended warranty as proposed. It is clear this item was advertised and is currently advertised as a marketing method to attract buyers to the site in order to offer alternative items as a replacement. The use of the term "the item was discontinued" is misleading when the item in question was a discounted watch from the vendor's display.
No used timepiece can be returned. Once a timepiece is worn, it can no longer be returned. If there was a minute mark on the case back of the timepiece due to the utilization of the case back opening tool, this would have no bearing on your ability to return the timepiece, as it was not returned in brand new condition when it had been returned for service (the tag had been cut, and the watch had already been worn.)We do not offer a manufacturer warranty with any timepiece, as posted on our website. No entity selling online at a discounted price (including all watches sold on Amazon) will ever come with a manufacturer warranty.We apologize for any inconvenience, however, we are not able to compensate you for any cosmetic procedures you opt to have rendered on your own accord. Thank you.
Complaint: 11533243
I am rejecting this response because:The watch did not have significant wear when first returned for a refund. There was no communication much less multiple times for $30 to be submitted. The 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]
This client purchased a timepiece in 2013. It is now 2015. The
timepiece the client purchased was indeed brand new at the time of purchase.
The timepiece is no longer "brand new", as two years have
transpired since purchase.
More importantly: This client damaged his...
timepiece.
He first called in a return authorization a year ago, fully admitting he
broke his crown. He never sent the timepiece in. Now, he sent it in
because the timepiece has stopped working. He has now called citing the watch
to be "defective", threatening Revdex.com complaints unless we issue a full
refund.
We would like to make a few points:
Once a timepiece is worn, it is no longer brand new. This
timepiece has been worn for 2 years. In that two years, the timepiece has been
significantly damaged on the exterior (pictures included).
- Purchasing something in brand new condition does not mean
it remains brand new indefinitely. It becomes used after it is used by the
client.
This client has damaged his timepiece, by his own admission.
- The client called in indicating his crown was damaged.
No company, in any industry, provides full refunds on two year old
items which the client has damaged.
- Had this client bought this item at an authorized dealer,
they would not issue him a refund. This applies to every industry. There is no
company from which you can purchase any item, bring it back two years later
damaged, and expect to receive any refund.
No company will ever provide any client with an internal purchase
invoice, regardless of circumstance.
- This doesn't require any explanation. To use an
example, I can't go to Best Buy, return a broken Sony video camera I purchased
in 2013, DEMAND to see their invoice of
when they purchased it from Sony, and feel entitle to a full refund if they
cannot provide such documentation. This request is simply nonsensical,
and cannot be accommodated.
Photographs of the client's timepiece are included. This timepiece
has extensive wear for only being in the client's possession for two
years.
- The entire bezel is very badly scratched over it's entirety.
- There is a significant impact point on the 5 o'clock lug of the
timepiece (significant enough to have indented solid steel.)
- The buckle is damaged and the wetsuit extension won't close.
We will not be able to provide the customer with any refund for
any amount. We are not able to provide the client with any internal
documentation. In addition, damaged items are not covered under warranty,
and we will provide the client with an estimate for the cost of service.
We are sorry to hear the customer is upset. Contrary to the statement made that such was not advertised, all policies are linked to on every page of our website. Further, these policies must be read and agreed to upon checkout. Here is a link to our...
policies:https://www.authenticwatches.com/info.htmlWe are sorry, however, we will not be able to issue any further refunds, as the item was refunded in accordance with our policies. Thank you.
Complaint: 10866755
Hopefully this exchange will serve as warning that this vendor advertised and took an order for an item he can't or would not deliver.
Complaint: 11137271
I am rejecting this response because:If seller send my watch to the authorized service center, the authorized service center would not make a flaw on my back.See the attached photo.The seller said, my watch would be repaired by omega service center, and they indicated that their warranty is identical to authorized dealer, but I got a confirm from omega service center that they didn't service my watch, yesterday.The seller said "your watch will be serviced by omega service center." But no. The omega service center has not service my watch, as they said. ( see the attached photo, the serial number is my watch's serial number)I assume that the seller sent my watch to the private shop and the private shop made a crack on my watch's back. And the seller said, it is tiny and doesn't devalue watch, its seller's opinion, in my opinion it devalue my watch. see the refund policy of seller "New and unused" means that there are no scratches, marks, or blemishes on the item; tags and protective stickers have not been removed; there are no signs of wear on the product or the case; and the product must not have been sized or altered in any way. Note that dings and scratches will happen even if a watch has only been worn for a few hours. We cannot accept a return of any item with any indication that it has been used if a full refund is expected (before restocking fees). Any used or altered timepiece will be refunded an amount equal to what we consider to be its current value with a minimum restocking fee of 20% (minimum $100)."The seller consider the scratch as a devalue condition. And now, they made a scratch (its not scratch, as photo shows) and said to customer that it is nothing. Funny. Still, I am asking to seller that 1. provide authorized dealer's warranty to me as you guys said, 2. I will send my watch to the omega service center, and ask them to fix my back case + evaluation. if there are cost which is related to dial, and back of case, they need to pay it. + shipping fee. which was almost $90.
Regards,
H[redacted]
We are sorry to hear this client is upset. We 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 manufacturer. Here 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 policies. This client agreed to said policies on Jan 3 07:46:36 PST 2017.There is no online seller that can sell at a discount price which offers a manufacturer warranty for any TAG Heuer timepiece. The only way to obtain a manufacturer warranty is by purchasing from an authorized dealer at the full retail price, which is $1,675 more than this client has paid.Our return policy clearly outlines that the refund will be less shipping fees. We have refunded this client less shipping fees and will not be able to reimburse any additional funds. We are sorry for any inconvenience.