Touch of Modern

With sincere apologies, our customer service associate made a mistake and was not responsive to [redacted].
We have refunded [redacted] in full and the watch is currently awaiting pickup by the carrier. Please accept this watch free of charge as an apology for missing his son's...

birthday.
Sincerely,
[redacted]
Sr. Director, Customer Service
Touch of Modern

Mr. [redacted] received a delayed response from Touch of Modern support because of the large number of inbound requests. We are currently training a new team to triage our queue. Credits are issued to the original form of payment to ensure the funds are returned to the original customer. In the case of...

the replacement purchase, Mr. [redacted] used a Touch of Modern gift card valid at Touch of Modern only; I believe Mr. [redacted] may not recall this. If funds were to be returned, they would be returned to the giver of the card, not Mr. [redacted]; which is not Mr. [redacted]'s request. In this case, we issue a credit in full to Mr. [redacted]'s Touch of Modern of account. In total we have issued the following refunds and credits:
Touch of Modern account credit $209.99
Refund for shipping $15 Visa ending [redacted]
Respectfully,
[redacted]
Touch of Modern Support

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello [redacted],
We apologize for the delay due our vendor's mistake. Our vendor is very apologetic. I have tasked one of our associates to give you a call at [redacted] and honor your request for a refund for the cash portion of this sale, $40.85, and discuss your issues contacting us via phone. For...

best response, we provide a SMS option, Text us: ([redacted].
Sincerely

Despite ordering a product under the category "holiday sales", ordering on December 2nd, and it having shipping listed as 1-2 weeks under the item, I will not get my purchase by Christmas! Apparently, I should have referred to the fine print to determine shipping could actually take 1-12 weeks. If customers do not recieve their purchase by the holidays, how is that "holiday sales"!

Initial Business Response /* (1000, 7, 2014/12/23) */
Hello [redacted],
We are sorry for the experience you had with our company! It looks like a refund was issued to your account. In regards to this I am also sending a replacement of the item to your address. We hope that you will take...

this as an attempt to make sure you still get the item you purchased.
Please let me know if you have any questions!
Initial Consumer Rebuttal /* (3000, 9, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not need a replacement, just a refund. I do not see any credit on my credit card for 13.00. Please mark this complaint as unresolved
Final Business Response /* (4000, 11, 2015/01/05) */
Hello [redacted],
Thank you for your response! For this and as stated previously there was a refund issued to your credit card on November 25th 2014 for the total amount of $13.00. I also sent you the additional item free of charge just to ensure that you still got the item you initially intended to purchase.
Hopefully this is the resolution you were hoping for and we apologize for any inconvenience!
Final Consumer Response /* (4200, 13, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no refund was recieved and the item is no longer wanted/needed, it was returned back to the company

Initial Business Response /* (1000, 5, 2015/12/22) */
The shipping on those items was a flat rate, and would be the same regardless of the number of items shipped. Customer has been offered a partial store credit, but refused. No further action can be taken at this time.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company told me that if all the items were defective I would have received a FULL refund. They also admitted they understood where I was coming from with my request. When I said that I would not shop there again they offered a partial store credit. Based on this although they claim I cannot get refund on shipping for one article they have the ability to do so and are refusing.
Complaint Response Date bumped because: Holiday

Due to a large queue of inbound requests, Customer Support was delayed responding to this customer. On April 5, 2016, a CS agent issued a Returns Authorization with a prepaid shipping label for this item. Upon receipt from the customer, the customer will receive a full credit for the item.

Initial Business Response /* (1000, 8, 2015/12/01) */
Our site does not allow for overlapping promotions. The credit will still be given to the customer, but can only be exercised if there are no competing promotions in play. The credit lasts for a month though, so they'll have plenty of time to...

use it.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2014/03/14) */
Hello [redacted],
I am sorry that there was a miscommunication in regards to the authenticity to the watch you purchased. The vendor states: "Only Rolex service centers can hold/seize watches. Authorized Rolex dealers cannot. They would...

simply provide documentation of their findings and hand the watch back to the customer leaving it up to them what they would like to do. Did the customer provide you with any documentation from [redacted]? Or say why they took it there? Was something wrong with it?
All parts are authentic Rolex, as verified by us and a nationally recognized third-party laboratory. If it were in fact counterfeit it would be seized on the spot. There is no way to tell if the crystal is aftermarket, since Rolex did not start putting their logo on the crystals until after 2002, but we did not change the crystal to an aftermarket one. As far as the screws bearing down on the movement we would have to inspect it but we have never encountered this issue with any Rolex before. I am more than happy to speak with a representative at [redacted]. Let me know what you want to do. Usually I ask for documentation so I can see what their claims are based on, I.E. how are they determining the band as counterfeit? Metal weight? Crown? The only way I can specifically address their concerns are if I can see what [redacted]'s claims are based off of."
This being so we still agreed on good faith to issue you an RMA for the watch and once received we would then issue a full refund. There was a chargeback filed on the order before this event could transpire. We have received the watch and returned it to the vendor. We would be willing to issue a refund for the watch but are not able to do so as the chargeback was filed.
We do apologize for the unfortunate circumstances surrounding this order!
Please let me know if you have any questions!
Initial Consumer Rebuttal /* (2000, 9, 2014/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2016/01/20) */
A refund for $189.00 was processed on December 16th, 2015. It usually takes 2-5 business days for said refund to be added to the account, so the customer already has their refund.
Customer has also received a number of responses from...

us, and has replied to those responses. Their statement that we didn't respond is an outright lie.

Better...

Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/12/24) */
Hello [redacted],
We are sorry for the experience you have had with your order! For this we have refunded this back to your credit card. We are sorry for any delays in our response as this holiday season has been quite busy for us!
We...

hope this has resolved the issue at had and are sorry for the inconvenience!
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no refund received yet. I would like my money back.
Final Business Response /* (4000, 9, 2015/01/16) */
Hello [redacted],
We have refunded all of the funds back to your credit card on file. We contacted our credit card provider and they have stated that all funds have been returned. If you like we can provide the reference number for both refund transactions?
Hopefully we can consider this matter closed and we are sorry for the inconvenience!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company wasn't willing to accommodate until Revdex.com stepped in.Sincerely, [redacted]

For the protection of our customers, we deemed these transactions potentially fraudulent.
Our posted Terms of Service [redacted]) include the following:
rgb(51,51,51); LINE-HEIGHT: 1em'>Purchases
Order Processing
You can purchase our Products by placing orders via our Sites. TouchOfModern reserves the right, in its sole discretion, to refuse to process or to cancel your order in certain circumstances. This may happen, for example, when the Product you ordered is out of stock, there are inaccuracies or errors in Products or pricing information, or our credit and fraud avoidance department identifies problems or in other circumstances that we, in our sole discretion, deem appropriate. TouchOfModern also reserves the right, in its sole discretion, to take steps to verify your identity to process your order. We will not charge you for orders that we do not process or cancel. If we have already charged you for your order, then we will refund you the amount charged."
 
Termination
TouchOfModern may terminate your access to all or any part of the Service at any time, with or without cause, with or without notice, effective immediately, which may result in the forfeiture and destruction of all information associated with your membership."
I can show that he has signed up all accounts on the same device at the same location.  I've never had a fraudster take this matter to the [redacted], rather petty.  We need to get rid of the credit referral program, it always results to issues like this and never actually benefits the company.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I ordered an item meant to be a Christmas gift on Dec 2 and today is January 2. It still has not even been packaged or shipped although it said it would ship by Dec 23. Their customer service is absolutely horrible; hands down the worst company I have ever dealt with thus far. When they do rarely respond, it is not helpful and then they disappear again without any insight. I will never be purchasing from them again as their company is a huge scam and they do not care about their customers or making things right. Very disappointing.