Kairos Watches

Initial Business Response /* (1000, 5, 2015/11/15) */
Contact Name and Title: kairos cs team
Contact Email: [redacted]@kairoswatches.com
Hi [redacted],
We have shipped out approximately 30% of our pre-orders inventory so far. As a start-up, crowdfunding campaigns allow us to get "launched" based on...

estimated timelines given by the original suppliers and contractors. However, due to several unforeseen circumstances there has been delays to the project - all of which we have been emailing, posting on blogs and on our official facebook page (www.facebook.com/kairoswatches) .
We are still making and shipping out products on a weekly basis and we expect to ship out 70% of our pre-order inventory by end of Dec. Depending on your order que, it may take some more time to receive the watch.
Since this was a specialized order (custom crafting), we had over 100 SKUs. This meant that we the orders were irreversible (no refunds). Another notice of this was sent out in March of 2015 - prior to having all the parts sent in for production.
We are doing our best and apologize once again for the delays, but we definitely have a completion timeline right now. And based on the policies stated in our website at the time of your purchase, as well as the no-refund notice sent out earlier this year and lastly the fact that we have already started production of your order means we cannot fulfill your request on a refund based on delay of shipping.
As for communication, we have a high rate of email responses within 48 hours. Please make sure you have emailed "[redacted]@kairoswatches.com". In December, we are opening our own CRM system that will allow you to open a ticket with us which will also make sure that we will response more quickly to your inquiry.

Initial Business Response /* (1000, 5, 2015/08/25) */
Hello [redacted],
Every watch is tested 12 times before it is sent out. Touch sensors -3 times, PCB - 3 times, Waterproof - 1 hour under water, shock / vibration test, and so on. We pay so much attention as this is the first batch that is being sent...

out. We have full documentation on the test of each watch with the serial code. So we can provide evidence that the watch was not damaged prior to shipping. If the watch is damaged, it is damaged during shipping, and we can claim this with [redacted]. However, we require photo/video evidence first of the damage so that we can access it first. After that, we need to have the product back and claim with [redacted]. A damaged unit caused by shipping is not merit for refund claim. Furthermore, we have looked into our CS records, and your email was responded two times the past few weeks. Please check your spam filter box as it might have ended up there.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my spam there is nothing from your company regarding this matter. I have also sent you pictures and video of the damaged package and watch. the fact that your watches are tested however many times does not merit a watch not malfunctioning for whatever reason. even the highest quality products are subject to faulty mechanics and or parts. Regardless, your CS director said you have insurance for damaged watches so I would like to know how you will remedy this issue based on me receiving a watch I paid $600, damaged and non functioning.
Final Consumer Response /* (3000, 18, 2015/11/05) */
Please see attached
Final Business Response /* (4000, 20, 2015/11/09) */
Hi [redacted],
We have reviewed the attached documents. We have also been contacting [redacted] about your claim. I believe one of our team members have already been in touch with you to resolve this issue. In order to avoid miscommunication, please follow up with our support team rather than any other venue (including Revdex.com). However, since you have already posted here, let me try to assist you further.
In order to assess the damage claim, we must first inspect the goods. Please send the goods with tracking and insurance to the following address:
Kairos Watches Ltd.
[redacted]
Please allow up to 20 business days for us to investigate the claim after receiving the product.
The watches are placed in a package that should not be damaged easily.
Once we have reviewed the watch and determined that it was indeed damaged due to incorrect shipping methods, we will proceed to send you a replacement watch.
Your request for a full refund cannot be processed according to our crowdfunding policy which is stated on our website.
Thank you for your understanding in this matter.