Reply from WatchCo.comJan 6, 2021
Hi Edward,
We're very sorry to hear about your experience! As stated to you previously, we are already in the midst of an investigation with the courier on why they took so long to deliver your package to you, but we never stated to you that we will not cover lost or damaged parcels.
As we informed you in our previous correspondence, you are correct in stating that we do not offer insurance to buyers because we feel couriers charge egregious amounts of money for it, and we do not want you to pay more. That's why we reship or refund all lost packages ourselves. We take the responsibility and would never dream of putting that on to you, the consumer. This has also been relayed to you several times as well.
If you have a statement from our company telling you that "you are on your own" in regards to lost parcels and that you assume the risk, please post them here. We would never EVER tell a customer that and after going through the dozens of emails we sent you, there is no record of what you are stating. Despite asking for it numerous times, we have not seen it emailed to us or posted here.
We have shipped watches worldwide for nearly three decades. Hundreds of package have been lost by the courier, and we have always given our customers the exact same response every time. Your reaction is the first in nearly thirty years we have experienced in regards to thinking you were out of luck. No other customer has have expressed the thought that they were "on their own". Ever.
Your original review is the first we are hearing of your watch strap incurring damage. We encourage you to respond to our emails so we can make this right for you. We sent several over the course of the entire month of January but only received a reply late in the month as stated previously. We're glad you are emailing us back now so we can work to make you satisfied!
Also, in regards to you believing that we are posting false information here, that's simply not true. If it were false, TrustPilot would have it removed as they have copies of all our correspondence per your request to them. TrustPilot can corroborate this as well if you'd like to contact them.
We sent several replies to your email, and we only recently heard back from you. You stated you sent an email in your first update on January 5th. We have no record of that email, nor do we see a copy of it here. Please post it or send it to [email protected].
We're also disappointed that you have chosen to deliberately mislead our potential customers here. In choosing to post an excerpt of the email we sent you, you chose to leave out the most important part. Here is the full email below:
"-----Original Message-----
From: "WatchCo.com" [email protected]
Sent: Tuesday, December 29, 2020 6:29pm
To: REDACTED FOR PRIVACY TO OUR OUR CUSTOMER
Subject: Re: (watch still not arrived) long delivery time Order #2147-SH confirmed
Hi Edward,
Yes, that's correct. We don't want to pass off insurance costs off to you the consumer. You would have paid a much higher price had you chosen insurance on this package.
We never offer insurance as hundreds of customers have complained to us how much the couriers charge for that. We have not offered it as a result in nearly two decades. As stated numerous times to you, after 30 business days have passed since the original ship date, the courier will allow you to open a claim. We will be happy to do this on your behalf when the time comes.
Thank you, and I am very sorry for the inconvenience.
Thank you,
Eric
Customer Service
WatchCo"
This is the same policy we've had for nearly 30 years of shipping around the world, and we cannot honestly state that this is the first time that any customer misunderstood the statement posted above. Once again, we are very sorry for any confusion caused, but the fact remains that we never stated to you that you would be responsible for lost packages.
Despite it going against our policy, we have granted a full refund or exchange for you, which we have communicated to you already. You have stated you chose to wear and keep the watch instead, but the offer still stands. In fact, we have already told you that we would send a new watch to you free of charge before getting the one you are wearing back. Surely this is something that very few watch retailers would offer, if any would offer it all in regards to previous retailers you've dealt with.
Thanks so much, Edward! We 're glad you finally replied to one of the numerous unanswered emails we sent you. We're glad you have accepted our offer of sending a free replacement to you. Whether you send the defective one back to us is a leap of faith we are willing to take in order to meet your satisfaction. Whether you send it back to us or not is clearly up to you. Thanks again for your business, even though you refuse to do any future business with us again. I'm not sure what more we could have done for you.
