We have replied to this customer via website messengerItem was out of stockWe have canceled buyer's order and fully refunded their account with our apologies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Thecustomer's order was shipped the same day it was orderdIt is now in the UK awaiting payment of import feesThe UK postal service should have informed the buyer of thisHere is the tracking information: ***
We
profusely apologize to the buyer for the delayed responseOur business has grown over 400% in revenues the past year, and unfortunately we have been severely understaffed in handling customer support requestsWe have started hiring additional people to help out, but it will take some time for us to be up to speed again.We are a good business that makes good products, as evidenced by our tremendous sales growthOur success though has caught us unprepared and we are doing our best to bring back the same excellent level of customer service we have had in the previous yearsAgain our apologies for any delays in responding to the overseas customer
The business has responded Please see below:Buyer purchased a used watch with unknown service history, sold without warranty as clearly stated in our sales and return policyThat said, we offer a day return policy "no questions asked" (very generous return policy, as the industry
standard is "days, only if not as described") Buyer's initial communication with us was after weeks, way past the return periodBuyer did not communicate with us about any issue before thisWe do not know if during this time buyer damaged the watch, or if watch finally needed service (as even perfect mechanical watches require occasional maintenance to function properly)We suggested to the buyer that they let the lubricants circulate (which is good advice), but even at that point the return period had already lapsed and watch was no longer returnableAgain, we clearly advertised that watch as having an unknown service history, with no warranty and sold - we are not responsible for servicing at any pointThis is like claiming that if we sell a used car we're responsible for buyer's future oil changesBuyer factors these costs in before purchasingFinally, buyer is incorrect in his claim that he send the watch to us for serviceWe referred him to our watchmaker who services watches well and afforadably, and offered to facilitateWe do not and have never serviced watches
- Buyer made a buyer's remorse return that we immediately authorized.- Our warehouse has not confirmed buyer's return nor did we get any tracking information from buyerWe also have no record of buyer calling us any time after initial contact of 2/** - so we cannot confirm on our end if the
return has indeed been made. - However, as a courtesy, we have refunded the buyer's account per our return policy and we hope to get buyer's return soon
The business has responded. Please see below:Buyer purchased watch from our web store for her husband. Buyer after receipt then indicated OVER EMAIL that the bracelet was too small for husband's unusually large wrists and needed to alter the bracelet to extend it. We offered to send hundreds...
of dollars worth of extra links for free to help buyer out (very generous and liberal practice in the pre-owned watch business). Buyer then changed mind, and said they wanted to return the watch as husband actually wanted a different model. We immediately accepted buyers remorse return (accepting buyer's remorse returns for pre-owned watches is quite a generous policy within the industry, which usually only allows returns for not-as-described items) When buyer returned watch, the bracelet was clearly broken out. We took clear photographs of this alteration upon receipt of the watch. Per our PUBLISHED RETURN POLICY, damaged or altered returns incur a 20% restocking fee. We of course did not want buyer to incur this cost if possible. Although alteration was clearly caused by buyer as it was their intent (as clearly stated over email) to extend the bracelet, we graciously offered to waive the fee if buyer instead of returning altered watch exchanged with the automatic version they said they had actually wanted. There is clear evidence over email of buyer's intent to alter the bracelet, and clear photographic evidence of the alteration that was made, though buyer denies this. What are the chances that a fine watch will disassemble itself in the mail in the exact same way buyer communicated over email that they wanted to do? It is clear that all the mistakes on this transaction were made on the buyer's end - from buying a watch that clearly had a bracelet smaller that what the husband needed, to asking for expensive extra links and then abruptly changing their mind to instead returning when husband actually wanted a different model, to making the costly mistake of actually altering the watch before it was returned. It is also clear in our pattern of behavior throughout this transaction - from accepting a very low offer price, to shipping insured [redacted] Express for free, for offering to send hundreds of dollars worth of expensive watch links fir free to make the existing bracelet fit the intended wearer (good thing we received notice that they were returning the watch before we sent out the links - possibly even more loss on our end if that happened), for accepting a return "no questions asked" for a watch they claimed was purchased as a mistake, for offering to waive fees and eat the costs for a clearly altered return, that we have worked with the buyer at every turn to make their purchase as smooth and hassle-free as possible. Buyer's claims therefore that we are nickel-and-diming him to an exchange are clearly astonishing and cannot be taken seriously by any reasonable person. We are and have always been willing to work with the buyer in spite of the clearly numerous missteps they have made in this transaction - if they want to do an exchange with another model we are willing to waive the costs and damage that they have incurred to the watch and our business. However, if they want to do a straight refund, we will have to charge them our restocking fee that is clearly indicated in our return policy. That said, in case of further issues with the buyer we have retained copies of our email photographic evidence, as well as the altered returned watch in question to submit to the police if necessary.
We have replied to this customer via website messenger. Item was out of stock. We have canceled buyer's order and fully refunded their account with our apologies.
We have replied to this customer via website messengerItem was out of stockWe have canceled buyer's order and fully refunded their account with our apologies
Customer order was out of stockWe refunded on 1/**We apologize for the delay due to peak business during the Christmas season
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Thecustomer's order was shipped the same day it was orderdIt is now in the UK awaiting payment of import feesThe UK postal service should have informed the buyer of thisHere is the tracking information: ***
We
profusely apologize to the buyer for the delayed responseOur business has grown over 400% in revenues the past year, and unfortunately we have been severely understaffed in handling customer support requestsWe have started hiring additional people to help out, but it will take some time for us to be up to speed again.We are a good business that makes good products, as evidenced by our tremendous sales growthOur success though has caught us unprepared and we are doing our best to bring back the same excellent level of customer service we have had in the previous yearsAgain our apologies for any delays in responding to the overseas customer
The business has responded Please see below:Buyer purchased a used watch with unknown service history, sold without warranty as clearly stated in our sales and return policyThat said, we offer a day return policy "no questions asked" (very generous return policy, as the industry
standard is "days, only if not as described") Buyer's initial communication with us was after weeks, way past the return periodBuyer did not communicate with us about any issue before thisWe do not know if during this time buyer damaged the watch, or if watch finally needed service (as even perfect mechanical watches require occasional maintenance to function properly)We suggested to the buyer that they let the lubricants circulate (which is good advice), but even at that point the return period had already lapsed and watch was no longer returnableAgain, we clearly advertised that watch as having an unknown service history, with no warranty and sold - we are not responsible for servicing at any pointThis is like claiming that if we sell a used car we're responsible for buyer's future oil changesBuyer factors these costs in before purchasingFinally, buyer is incorrect in his claim that he send the watch to us for serviceWe referred him to our watchmaker who services watches well and afforadably, and offered to facilitateWe do not and have never serviced watches
- Buyer made a buyer's remorse return that we immediately authorized.- Our warehouse has not confirmed buyer's return nor did we get any tracking information from buyerWe also have no record of buyer calling us any time after initial contact of 2/** - so we cannot confirm on our end if the
return has indeed been made. - However, as a courtesy, we have refunded the buyer's account per our return policy and we hope to get buyer's return soon
Customer order was out of stock. We refunded on 1/**. We apologize for the delay due to peak business during the Christmas season.
The business has responded. Please see below:Buyer purchased watch from our web store for her husband. Buyer after receipt then indicated OVER EMAIL that the bracelet was too small for husband's unusually large wrists and needed to alter the bracelet to extend it. We offered to send hundreds...
of dollars worth of extra links for free to help buyer out (very generous and liberal practice in the pre-owned watch business). Buyer then changed mind, and said they wanted to return the watch as husband actually wanted a different model. We immediately accepted buyers remorse return (accepting buyer's remorse returns for pre-owned watches is quite a generous policy within the industry, which usually only allows returns for not-as-described items) When buyer returned watch, the bracelet was clearly broken out. We took clear photographs of this alteration upon receipt of the watch. Per our PUBLISHED RETURN POLICY, damaged or altered returns incur a 20% restocking fee. We of course did not want buyer to incur this cost if possible. Although alteration was clearly caused by buyer as it was their intent (as clearly stated over email) to extend the bracelet, we graciously offered to waive the fee if buyer instead of returning altered watch exchanged with the automatic version they said they had actually wanted. There is clear evidence over email of buyer's intent to alter the bracelet, and clear photographic evidence of the alteration that was made, though buyer denies this. What are the chances that a fine watch will disassemble itself in the mail in the exact same way buyer communicated over email that they wanted to do? It is clear that all the mistakes on this transaction were made on the buyer's end - from buying a watch that clearly had a bracelet smaller that what the husband needed, to asking for expensive extra links and then abruptly changing their mind to instead returning when husband actually wanted a different model, to making the costly mistake of actually altering the watch before it was returned. It is also clear in our pattern of behavior throughout this transaction - from accepting a very low offer price, to shipping insured [redacted] Express for free, for offering to send hundreds of dollars worth of expensive watch links fir free to make the existing bracelet fit the intended wearer (good thing we received notice that they were returning the watch before we sent out the links - possibly even more loss on our end if that happened), for accepting a return "no questions asked" for a watch they claimed was purchased as a mistake, for offering to waive fees and eat the costs for a clearly altered return, that we have worked with the buyer at every turn to make their purchase as smooth and hassle-free as possible. Buyer's claims therefore that we are nickel-and-diming him to an exchange are clearly astonishing and cannot be taken seriously by any reasonable person. We are and have always been willing to work with the buyer in spite of the clearly numerous missteps they have made in this transaction - if they want to do an exchange with another model we are willing to waive the costs and damage that they have incurred to the watch and our business. However, if they want to do a straight refund, we will have to charge them our restocking fee that is clearly indicated in our return policy. That said, in case of further issues with the buyer we have retained copies of our email photographic evidence, as well as the altered returned watch in question to submit to the police if necessary.
We have replied to this customer via website messenger. Item was out of stock. We have canceled buyer's order and fully refunded their account with our apologies.