Stefan B.
very bad customer service x3
I have been waiting a long time to write this review because I thought it could not be true that Paul Rich customer service was so bad, but unfortunately it was .. I have never, like never in my life, received such a bad customer service as from Paul Rich! It all started when I received their watch, the watch case was only wrapped in some plastic, not in any cardboard box or any kind of bubble wrap, nothing to protect, so the watch case was damaged and the watch inside also had some scratches. so of course I complain .. there were no problems, they send a new watch and said they will pay for the 2nd duty for the new watch. when i receive the new watch is the same story, no protection around the package other than the plastic that is around the watch case and therefore the watch case is once again damaged, much more this time. with all this lack of interest in getting their product shipped out well and safely to their customers, made me think about whether the watch has been damaged and therefore I write to them (without having unpacked the watch) that I no longer want anything from them and just wanted my money back. they answer was that it was not possible and also I have not received the money from the 2nd customs as they promised .. we write back and forth and it takes longer and longer for them to answer my emails, sometimes weeks .. finally they come with an answer that I can choose to only get some of the money back from the watch, not the full amount and then they will not pay for the 2nd duty as they promised long before all this. or they can pay for the 2nd duty and then send a new watch case. those were my only options! After long talk back and forth over emails, I have to give in and accept the offer of a new watch case and money for the 2nd duty, (money I have not seen yet) when i received the new watch case it was the same old story again, no protection at all! plus they want me to pay for a third duty! this time I refused and therefore did not get my package delivered .. still talking to them about what is going on .. all this started in march ... ——— an answear to your answear ——— Hello again what a wholehearted answer you can give here where other people can read it but for me it does not matter, we can easily take it in an open forum. I am willing to send you my bank details so you can see that I have not received any refund from you. I do not know if I should laugh or cry on that fax that you are trying to make sure that the box the clock came in only got a few minor injuries and that I just can fixed it myself! I have bought and paid for something from you! And I expect it to be delivered in nice and fine condition! is it perhaps very normal for you to just go out and heat steak on the grill if it is served cold when you are out to eat ?? And it is probably quite normal that you have your worries about the watch itself after it has been through a transport where it indicates that the sender and transport company do not care if the package is delivered in good condition. Looking forward to hearing from you 😌 ——— an answear to your answear ——— Hey again Sweet reference with the tea, but let's get back to the steak, so yes… if I order a steak medium rare and it then comes rare or well done then I will complain. it's a bit the same as you mention regarding the tea, it is not much, but it is not what I order and I reckon that when I pay for something then get what I have ordered - that the person can not deliver the desired result ( in this little story a medium rare steak) can NEVER become my problem. 😅 as a whole, this whole complaint is not about your product (which it easily could, as there is something that I think is missing from a watch at that price) but instead a lack of good customer service and understanding, which you also really show here with this comment. And that's why I made this review to tell people that if they want to trade with you they better hope for a good first trade otherwise will probably get enough problems. ——— an answear to your answear ——— Hallo again, again. It's nice to know that you have done something about the bad packaging now I hope that you have also done something about your bad customer service so that other customers in the future don't have to go through what I was - a shame you have deleted all the messages in here so people can't see what I'm talking about - all my messages will stay.
Response from Paul RichJun 24, 2022
Hello Stefan I'm really sorry about all the issues you have experienced. We thrive to offer best possible service to our customers. We have already replaced Poly Mailer packaging with Bubble Mailer to avoid situations like yours in the future. Once again I sincerely apologize. Best regards Paul Rich customer support