Great watch to have! Company makes sure you receive your package safely, in perfect conditions, and most importantly on time.
Response from Paul RichJun 10, 2025
Hello Kevin,
Thank you so much for your kind words and support!
We're truly happy to hear that you're enjoying your watch and that it reached you safely, in perfect condition, and on time. We work hard to ensure every customer has a smooth and satisfying experience, and it means a lot to know that it shows.
Your feedback encourages us to keep doing our best.
Enjoy your new timepiece, and please don’t hesitate to reach out if you ever need anything!
Best regards,
Kevin - Paul Rich Customer Support
IA
Ian
Top customer servide
There was a small issue with the clasp on my son's watch after several months of use. I contacted support, and within a few days, a replacement item was received. I believe customer service is shown best by a company when something goes wrong, and the support went above and beyond what I expected, and very quickly as well. Well done, and thank you.
Response from Paul RichJun 8, 2025
Dear Ian,
Thank you so much for taking the time to share your experience with us. We’re truly sorry to hear that there was an issue with your son’s watch clasp, but we’re delighted that our support team was able to resolve it quickly and to your satisfaction.
At Paul Rich, we firmly believe that excellent customer service is measured by how we support our customers when the unexpected happens — and your kind words reaffirm the values we strive to uphold every day.
We sincerely appreciate your trust and support, and we're always here if you need anything in the future.
Warmest regards,
Paul Rich Customer Service Team
AS
Allen S.
Bought a timepiece for my Son's 21st…
Bought a timepiece for my Son's 21st birthday and he loves it!
Response from Paul RichJun 4, 2025
Dear Allen,
Thank you so much for your thoughtful review! We're honored that you chose one of our timepieces to celebrate such a special occasion. We're thrilled to hear that your son loves his gift—what a meaningful way to mark his 21st birthday!
If there's anything we can assist you with in the future, please don't hesitate to reach out. We truly appreciate your support.
Warm regards,
Paul Rich
Customer Service Team
HS
Hermione Sandrine N.
I still haven't received my order
I still haven't received my order
Response from Paul RichJun 4, 2025
Dear Hermione,
Thank you for bringing this to our attention. We apologize for any inconvenience caused by the delay in receiving your order. We understand how frustrating this situation can be and assure you that we're actively monitoring the shipment's progress. As of today, June 4, the package is still in transit, and we're doing everything possible to ensure it arrives to you promptly.
https://app.flavorcloud.com/brandedTracking?tracking_number=803069613204023649
If you have any further questions or concerns, please don't hesitate to reach out to our customer service team directly at [contact information]. We appreciate your patience and understanding.
Best regards,
Paul Rich
Customer Service Team
SO
Samuel O.
Quality product
Quality product
Response from Paul RichMay 8, 2025
Hi Samuel,
Thank you so much for your kind words! We're glad to hear you’re happy with the quality of the product. Your feedback truly means a lot to us.
If there's anything else we can assist you with, please don’t hesitate to reach out.
Warm regards,
Paul Rich Customer Service Team
JA
James
AVOID!!!
I would not recommend Paul Rich to anyone, especially if you're ordering from the UK or internationally.
I ordered a watch for a special occasion based on their promise of “Taxes calculated at checkout. Shipping included” and a 2-5 business day delivery timeframe. The website even displays UK flags and pricing in pounds, giving every impression that you're ordering from within the UK and that the total price is final.
In reality, the watch arrived over two weeks late, missed the event it was intended for, and I was hit with a £83 customs/VAT bill that was never mentioned at checkout. Their customer service has been dismissive, taking no responsibility, offering no refund, no reimbursement, not even a goodwill gesture, despite the watch also being £90 cheaper just days after I bought it.
Their website is misleading. If they had been upfront about the extra charges or shipping delays, I would never have made the purchase. This is not how you treat paying customers, especially when your brand claims to be premium.
Buyers beware: you may end up paying a lot more than you expect, and if anything goes wrong, don’t expect any help from customer service
Response from Paul RichMay 12, 2025
Dear James,
Thank you for reaching out to us and sharing your experience. We sincerely apologize for the frustration and inconvenience caused by your recent order with us.
Regarding our shipping policies, we do strive to provide clarity and transparency to our customers. Orders shipped within the United States include all applicable duties and taxes, ensuring a seamless experience without additional charges.
For international orders, while we do offer options to pre-pay duties and taxes during checkout for a hassle-free delivery, we understand that local customs policies may still apply. We regret any confusion caused regarding the customs fees, and we encourage customers to check with their local postal services for specific information on potential charges.
We acknowledge your feedback about the delays and the unexpected customs/VAT bill you received. It is never our intention to mislead customers, and we deeply regret any misunderstanding caused by the information displayed on our website.
In light of your experience, we are reviewing our communication practices to ensure that all details regarding shipping, duties, and potential fees are clearly presented to our customers. We appreciate your patience and understanding as we work to improve our service.
Please feel free to reach out to our customer service team directly if you require further assistance or if you have any additional questions. We value your feedback and are committed to addressing your concerns.
Thank you for bringing this matter to our attention. We hope to restore your trust in our brand and provide you with a positive experience in the future.
Best regards,
Paul Rich Customer Service Team
AD
Adrian D.
Beautiful Watches
process was easy and shipping was fast
Response from Paul RichMay 2, 2025
Dear Adrian,
Thank you so much for your kind words! We're thrilled to hear that you found the process easy and that your new watch arrived quickly. We hope you're loving it!
If you ever need any assistance or have questions in the future, we're always here to help. Enjoy your beautiful new timepiece!
Warm regards,
Paul Rich
Customer Support Team
LE
LEO
Malgré tout les avis négatif rien à signaler …
J’ai commander ma montre y’a 2 semaine reçu la semaine dernière jetait pas très confiant de commander sur ce site car les avis était plutôt négatif mais en fin de compte super produit rien a dire 👍
Response from Paul RichApr 16, 2025
Dear Leo,
Thank you so much for taking the time to share your experience with us.
We’re truly glad to hear that, despite the negative reviews you had seen, your order went smoothly and that you’re happy with your new watch! We completely understand how important trust is when shopping online, and we’re happy we could meet your expectations in the end.
Your feedback means a lot to us and helps reassure other customers as well. If you ever have any questions or need assistance in the future, feel free to reach out—we’re always here to help.
Enjoy your new watch, and thank you once again for your trust!
Warm regards,
Paul Rich
Customer Support
