Austin H.
Worst customer experience I’ve ever had
Strongly advise against purchasing a watch from Brathwait. I ordered a watch and extra bands in April of 2020. They took my money and I never heard from them for a month and a half when I contacted them. They said my order was never sent due to covid delays but assured it would be soon. I decided to wait and again, didn’t hear from them until I contacted again at the end of July. They said they’d start shipping again in august... same thing happened. Wanting to give them the benefit of the doubt, I continued to wait and made one last inquiry for an update in October 2020. They said my watch was qued to ship in 3-5 weeks. In Jan 2021 I cancelled my order. The worst part to me was not the 9+ month wait, it was that not once did they ever contact me to inform me of the long lead times/delays. There was a massive lack of transparency and honesty and it became infuriating. I also should note that I checked the website many times throughout the 9 months. Not once did they ever advertise back orders or delays and I found it extremely inappropriate. I just purchased a Sternglas watch. I inquired about lead times due to covid and they responded immediately. The watch was shipped to my door in the U.S. from Germany in less than a week and is fantastic! Packing and quality is spot on. Don’t waste your money on Brathwait
Response from BrathwaitFeb 15, 2021
Hi Austin, Thank you for taking the time to leave us this review. Due to the challenges caused by the Covid-19 situation, our processes and factory lead times has been adversely affected and we would like to apologize. As you are aware, a delay in lead times/production time affect us and delay some orders from going out in the timeframe that our customers and we ourselves expect. For that, we greatly apologize; we are working around the clock to minimize lead times and place larger and more frequent orders to combat these effects. We try our best to anticipate backorders and to contact customers that have been or will be affected by any delays, it seems we failed at keeping you sufficiently updated and take your feedback seriously. We are a small company but we are working hard and diligently to get back to normal after the effects of 2020. We are happy you received your refund promptly and hope you will give us another chance in the future. We hope to be able to count you among our customers again in the future. Kind regards, The Brathwait Team