Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Here at Watchismo, we're proud to say we are a family owned business since 1999! Watchismo is a one-of-a-kind watch shop to find truly unusual timepieces; we provide a curated collection you won't find at any other watch storeAll watches sold are 100% authentic, brand new and come direct from the manufacturerWe recently expanded our day return policy to a return policy for all unworn watches In order to process a return/store credit at Watchismo.com all customers must first contact us at [redacted] @watchismo.com (this information is provided on all invoices included with with each order shipped) to request a Return Authorization for faster processing and so our warehouse knows how to direct the return The complaint filed was by our customer who unfortunately did not contact us first for authorization for the returnThe watch was purchased on June 3rd and shipped the same business day and arrived on June 5th to our customerThe watch was shipped back without our knowledge or the appropriate return information on an unknown dateWe were then contacted on June 19th and our customer informed us "hi, I had to return the watch that I recently purchased, you should have it buy now It was a beautiful watch we just couldn't figure out how to tell time please let me know thank you" We responded the same day after our warehouse was able to recover the returnWhen the watch was inspected it did not pass [redacted] so we informed the customer of our return policy and the steps required to process a return The watch return showed visible signs of wear (indentations in the leather strap) and the clear plastic protectors were missingWatchismo only sells brand new watches direct from the manufacturerWe informed our customer that we would help set the watch and we would be returning it to them free of chargeThe customer then sent the following email below threatening to file a complaint in which they followed through with: "I had that watch for days how's that possible we never wore itWe looked at it and didn't know how to tell time with itHow can a watch have all that damage in just trying it on and putting it back in the boxYou obviously gave us a used watch that didn't have a sticker on the face of the watch! Obviously your policy is to ship out damaged watches that is not visible to the naked eye and blame the consumer for damages that they have not doneIf I don't get full credit I will be reporting your company to the Revdex.com." Unfortunately, we were unable to accept the return for a refund as it was not returned in brand new condition as required This unfortunate situation may have possibly been avoided of we were appropriately contacted first to determine the eligibility for the return as long as it abided by our Day Return Policy
***
We are again deeply apologetic about the turnaround time of your watchWe are receiving a large shipment of *** back from our repair center next weekWhen your watch has arrived we will add your free*** straps, as promised, and have your watch back to you in 7-business
daysDue to feedback from customers like you, we have partnered with a new service center in the United StatesThis has allowed us to fix all future warranty repairs in about daysThough we weren’t able to offer you a refund due to the wear on your watch from 3-months of use, we have extended your *** warranty for the length of time we have had your watchAs aforementioned, we are including free straps (a $value) with your repaired watchWe can also offer you store credit for the value of the watch that can be applied to any *** watch we currently have in stock or that we are coming out with in the futurePlease let us know if there is anything else we can do for you until you receive your watch backOur customer service team can be contacted on the contact page of* We appreciate your continued feedback as our brand grows
*** *** ***
Initial Business Response /* (1000, 11, 2015/12/22) */
Kickstarter is a crowdfunding site where backers made pledges or donations towards a projectif the project is successfully funded then the backer is entitled to a rewardThe reward for ***'s pledge amount was a limited edition black/gold
Halograph AutomaticProduction of the watches was delayed by the factory which information we passed *** to all our backers
Once the watches were received, we immediately shipped them outHere's the tracking information for ***'s rewardhttps://tools.usps.com/go/TrackConfirmAction.action?tLabels=LZXXXXXXXXXUS<...⇄ />
It shows that it was delivered todaySince we have fulfilled our Kickstarter agreement to reward *** with his LE Halograph, we feel this Revdex.com claim can be closed
Thank you
Initial Consumer Rebuttal /* (2000, 13, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 10, 2015/08/05) */
***Document Attached***
Our customer placed an order on our site on 6/19/at 8:49pm and opted for UPS Ground shippingHis order was processed and departed our warehouse in CA on 6/22/at 4:00pmThe first delay notification was
updated on his tracking information on 6/25/stating "Severe weather conditions have delayed delivery/ Delivery will be rescheduled"On 6/29/the weather conditions permitted UPS to continue with the deliveryThe order reached East Syracuse, NY (which was only the first arrival destination the customer is referring to as he stated "not to ups towns over and minutes away") on 7/01/there was a new message update from UPS stating "Your package cannot be delivered to a P.OboxWe're attempting to obtain an alternate delivery address/ We've contacted the receiver to request additional information."
(Direct tracking link) http://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZX900WXXXXXXXXXXX&...⇄ />
The customer then contacted us and we passed ** the info that UPS is unable to deliver to his Post Office Box and to please contact UPS to provide his home addressHe insisted that UPS has transferred his packages to USPS whom his PO Box is with and have delivered to him beforeTo our knowledge that is a paid extra service via UPS to transfer items to USPS that we do not offer
We ship to the exact address entered at checkout and we do not alter any shipping addresses
On 7/03/according to the most updated tracking info: (attached is his order invoice as proof that the tracking info provided is connected to this order)
This notice serves as proof of delivery for the shipment listed below
Tracking Number: 1ZX900WXXXXXXXXXXX
Service: UPS Ground
Weight: lb
Shipped/Billed On: 06/22/
Delivered On: 07/03/XXXX XX:XX A.M
Delivered To: ***
Left At: Front Door
The customer did in fact receive his orderHowever, there was a slight delay due to UPS being selected for shipping at checkout to deliver his package to a Post Office box and not the Postal Service so they had to obtain his physical address to deliver his package, as well as "Severe weather conditions have delayed delivery/ Delivery will be rescheduled" as reported by UPS AT 5PM on 6/25/which we unfortunately had no control over
Complaint:***I am rejecting this response because:
While I believe this offer to be generous to a consumer willing to continue to do business with this company, I am not one of those consumersI am not looking to receive more than what I paid, and the fact that "wear" was cited as a reason for rejecting my refund request is ridiculousThere was no wear on the watch that I shipped, and I will not accept any offer beyond a refund
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/21) */
Here at Watchismo, we're proud to say we are a family owned business since 1999!
Watchismo is a one-of-a-kind watch shop to find truly unusual timepieces; we provide a curated collection you won't find at any other watch store. All watches sold...
are 100% authentic, brand new and come direct from the manufacturer. We recently expanded our 30 day return policy to a 365 return policy for all unworn watches.
In order to process a return/store credit at Watchismo.com all customers must first contact us at [redacted]@watchismo.com (this information is provided on all invoices included with with each order shipped) to request a Return Authorization for faster processing and so our warehouse knows how to direct the return.
The complaint filed was by our customer who unfortunately did not contact us first for authorization for the return. The watch was purchased on June 3rd and shipped the same business day and arrived on June 5th to our customer. The watch was shipped back without our knowledge or the appropriate return information on an unknown date. We were then contacted on June 19th and our customer informed us
"hi, I had to return the watch that I recently purchased, you should have it buy now It was a beautiful watch we just couldn't figure out how to tell time please let me know thank you"
We responded the same day after our warehouse was able to recover the return. When the watch was inspected it did not pass [redacted] so we informed the customer of our return policy and the steps required to process a return.
The watch return showed visible signs of wear (indentations in the leather strap) and the clear plastic protectors were missing. Watchismo only sells brand new watches direct from the manufacturer. We informed our customer that we would help set the watch and we would be returning it to them free of charge. The customer then sent the following email below threatening to file a complaint in which they followed through with:
"I had that watch for 2 days how's that possible we never wore it. We looked at it and didn't know how to tell time with it.. How can a watch have all that damage in just trying it on and putting it back in the box. You obviously gave us a used watch that didn't have a sticker on the face of the watch! Obviously your policy is to ship out damaged watches that is not visible to the naked eye and blame the consumer for damages that they have not done. If I don't get full credit I will be reporting your company to the Revdex.com."
Unfortunately, we were unable to accept the return for a refund as it was not returned in brand new condition as required.
This unfortunate situation may have possibly been avoided of we were appropriately contacted first to determine the eligibility for the return as long as it abided by our 365 Day Return Policy.
[redacted],
We deeply apologize for our error. After studying our communications, we can see now that your watch was shipped for a replacement and instead was given a repair. Our customer support team has reached out to you directly to help you. When you asked to make a return, our customer service...
team sent you a return label to our main office. Our repair team received it and assumed that it was there for warranty. Since then, we have created separate shipping locations for repairs and returns so this doesn’t happen. We have also switched to a new repair center so our repairs are far more efficient. The watch we sent for repair will be back next week, but we will be doing more for you than just returning your repaired watch. We have also doubled our customer support staff since our last communication with you in March, which has helped us respond to our customers quickly and effectively. We will be reaching out to you directly to correct your loss. Thank you for bringing this to our attention-- the details you provided definitely helped us find our error. We appreciate your continued correspondence and feedback. Again we apologize for your time and frustration.
The Xeric Team
Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Here at Watchismo, we're proud to say we are a family owned business since 1999! Watchismo is a one-of-a-kind watch shop to find truly unusual timepieces; we provide a curated collection you won't find at any other watch storeAll watches sold are 100% authentic, brand new and come direct from the manufacturerWe recently expanded our day return policy to a return policy for all unworn watches In order to process a return/store credit at Watchismo.com all customers must first contact us at [redacted] @watchismo.com (this information is provided on all invoices included with with each order shipped) to request a Return Authorization for faster processing and so our warehouse knows how to direct the return The complaint filed was by our customer who unfortunately did not contact us first for authorization for the returnThe watch was purchased on June 3rd and shipped the same business day and arrived on June 5th to our customerThe watch was shipped back without our knowledge or the appropriate return information on an unknown dateWe were then contacted on June 19th and our customer informed us "hi, I had to return the watch that I recently purchased, you should have it buy now It was a beautiful watch we just couldn't figure out how to tell time please let me know thank you" We responded the same day after our warehouse was able to recover the returnWhen the watch was inspected it did not pass [redacted] so we informed the customer of our return policy and the steps required to process a return The watch return showed visible signs of wear (indentations in the leather strap) and the clear plastic protectors were missingWatchismo only sells brand new watches direct from the manufacturerWe informed our customer that we would help set the watch and we would be returning it to them free of chargeThe customer then sent the following email below threatening to file a complaint in which they followed through with: "I had that watch for days how's that possible we never wore itWe looked at it and didn't know how to tell time with itHow can a watch have all that damage in just trying it on and putting it back in the boxYou obviously gave us a used watch that didn't have a sticker on the face of the watch! Obviously your policy is to ship out damaged watches that is not visible to the naked eye and blame the consumer for damages that they have not doneIf I don't get full credit I will be reporting your company to the Revdex.com." Unfortunately, we were unable to accept the return for a refund as it was not returned in brand new condition as required This unfortunate situation may have possibly been avoided of we were appropriately contacted first to determine the eligibility for the return as long as it abided by our Day Return Policy
Final Consumer Response / [redacted] (2000, 11, 2015/12/22) */ Case solved by watchismo Thanks for your work!! You made things move!!
***
* We appreciate your continued feedback as our brand grows
We are again deeply apologetic about the turnaround time of your watchWe are receiving a large shipment of *** back from our repair center next weekWhen your watch has arrived we will add your free*** straps, as promised, and have your watch back to you in 7-business
daysDue to feedback from customers like you, we have partnered with a new service center in the United StatesThis has allowed us to fix all future warranty repairs in about daysThough we weren’t able to offer you a refund due to the wear on your watch from 3-months of use, we have extended your *** warranty for the length of time we have had your watchAs aforementioned, we are including free straps (a $value) with your repaired watchWe can also offer you store credit for the value of the watch that can be applied to any *** watch we currently have in stock or that we are coming out with in the futurePlease let us know if there is anything else we can do for you until you receive your watch backOur customer service team can be contacted on the contact page of
*** *** ***
Initial Business Response /* (1000, 11, 2015/12/22) */
Kickstarter is a crowdfunding site where backers made pledges or donations towards a projectif the project is successfully funded then the backer is entitled to a rewardThe reward for ***'s pledge amount was a limited edition black/gold
Halograph AutomaticProduction of the watches was delayed by the factory which information we passed *** to all our backers
Once the watches were received, we immediately shipped them outHere's the tracking information for ***'s rewardhttps://tools.usps.com/go/TrackConfirmAction.action?tLabels=LZXXXXXXXXXUS<...⇄ /> It shows that it was delivered todaySince we have fulfilled our Kickstarter agreement to reward *** with his LE Halograph, we feel this Revdex.com claim can be closed
Thank you
Initial Consumer Rebuttal /* (2000, 13, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 10, 2015/08/05) */
***Document Attached***
Our customer placed an order on our site on 6/19/at 8:49pm and opted for UPS Ground shippingHis order was processed and departed our warehouse in CA on 6/22/at 4:00pmThe first delay notification was
updated on his tracking information on 6/25/stating "Severe weather conditions have delayed delivery/ Delivery will be rescheduled"On 6/29/the weather conditions permitted UPS to continue with the deliveryThe order reached East Syracuse, NY (which was only the first arrival destination the customer is referring to as he stated "not to ups towns over and minutes away") on 7/01/there was a new message update from UPS stating "Your package cannot be delivered to a P.OboxWe're attempting to obtain an alternate delivery address/ We've contacted the receiver to request additional information."
(Direct tracking link)
http://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZX900WXXXXXXXXXXX&...⇄ /> The customer then contacted us and we passed ** the info that UPS is unable to deliver to his Post Office Box and to please contact UPS to provide his home addressHe insisted that UPS has transferred his packages to USPS whom his PO Box is with and have delivered to him beforeTo our knowledge that is a paid extra service via UPS to transfer items to USPS that we do not offer
We ship to the exact address entered at checkout and we do not alter any shipping addresses
On 7/03/according to the most updated tracking info: (attached is his order invoice as proof that the tracking info provided is connected to this order)
This notice serves as proof of delivery for the shipment listed below
Tracking Number: 1ZX900WXXXXXXXXXXX
Service: UPS Ground
Weight: lb
Shipped/Billed On: 06/22/
Delivered On: 07/03/XXXX XX:XX A.M
Delivered To: ***
Left At: Front Door
The customer did in fact receive his orderHowever, there was a slight delay due to UPS being selected for shipping at checkout to deliver his package to a Post Office box and not the Postal Service so they had to obtain his physical address to deliver his package, as well as "Severe weather conditions have delayed delivery/ Delivery will be rescheduled" as reported by UPS AT 5PM on 6/25/which we unfortunately had no control over
Complaint:***I am rejecting this response because:
While I believe this offer to be generous to a consumer willing to continue to do business with this company, I am not one of those consumersI am not looking to receive more than what I paid, and the fact that "wear" was cited as a reason for rejecting my refund request is ridiculousThere was no wear on the watch that I shipped, and I will not accept any offer beyond a refund
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/21) */
Here at Watchismo, we're proud to say we are a family owned business since 1999!
Watchismo is a one-of-a-kind watch shop to find truly unusual timepieces; we provide a curated collection you won't find at any other watch store. All watches sold...
are 100% authentic, brand new and come direct from the manufacturer. We recently expanded our 30 day return policy to a 365 return policy for all unworn watches.
In order to process a return/store credit at Watchismo.com all customers must first contact us at [redacted]@watchismo.com (this information is provided on all invoices included with with each order shipped) to request a Return Authorization for faster processing and so our warehouse knows how to direct the return.
The complaint filed was by our customer who unfortunately did not contact us first for authorization for the return. The watch was purchased on June 3rd and shipped the same business day and arrived on June 5th to our customer. The watch was shipped back without our knowledge or the appropriate return information on an unknown date. We were then contacted on June 19th and our customer informed us
"hi, I had to return the watch that I recently purchased, you should have it buy now It was a beautiful watch we just couldn't figure out how to tell time please let me know thank you"
We responded the same day after our warehouse was able to recover the return. When the watch was inspected it did not pass [redacted] so we informed the customer of our return policy and the steps required to process a return.
The watch return showed visible signs of wear (indentations in the leather strap) and the clear plastic protectors were missing. Watchismo only sells brand new watches direct from the manufacturer. We informed our customer that we would help set the watch and we would be returning it to them free of charge. The customer then sent the following email below threatening to file a complaint in which they followed through with:
"I had that watch for 2 days how's that possible we never wore it. We looked at it and didn't know how to tell time with it.. How can a watch have all that damage in just trying it on and putting it back in the box. You obviously gave us a used watch that didn't have a sticker on the face of the watch! Obviously your policy is to ship out damaged watches that is not visible to the naked eye and blame the consumer for damages that they have not done. If I don't get full credit I will be reporting your company to the Revdex.com."
Unfortunately, we were unable to accept the return for a refund as it was not returned in brand new condition as required.
This unfortunate situation may have possibly been avoided of we were appropriately contacted first to determine the eligibility for the return as long as it abided by our 365 Day Return Policy.
Final Consumer Response /* (2000, 11, 2015/12/22) */
Case solved by watchismo
Thanks for your work!! You made things move!!
[redacted],
We deeply apologize for our error. After studying our communications, we can see now that your watch was shipped for a replacement and instead was given a repair. Our customer support team has reached out to you directly to help you. When you asked to make a return, our customer service...
team sent you a return label to our main office. Our repair team received it and assumed that it was there for warranty. Since then, we have created separate shipping locations for repairs and returns so this doesn’t happen. We have also switched to a new repair center so our repairs are far more efficient. The watch we sent for repair will be back next week, but we will be doing more for you than just returning your repaired watch. We have also doubled our customer support staff since our last communication with you in March, which has helped us respond to our customers quickly and effectively. We will be reaching out to you directly to correct your loss. Thank you for bringing this to our attention-- the details you provided definitely helped us find our error. We appreciate your continued correspondence and feedback. Again we apologize for your time and frustration.
The Xeric Team