I purchased a watch from Paul Rich about year ago. I noticed just recently that the second hand detached and floating around within the watch. I reached out under the 2 year warranty agreement with Paul Rich to have it fixed. To my amassment Paul Rich sent me a new watch. I was expecting them to have to return the watch to have it fixed and have to wait 4 to 6 weeks. I was very pleased with the warranty process and with customer service getting back to me within 24 hours of my claim. I will highly recommend them to my friends and family.
Response from Paul RichOct 4, 2023
Hi Paul,
Thank you so much for your kind words and for taking the time to share your positive experience with our warranty process and customer service. We're pleased to hear that we were able to resolve your warranty claim efficiently.
Your recommendation to your friends and family means the world to us, and we truly appreciate your support. If you, your family, or your friends ever need assistance in the future, please don't hesitate to reach out. We're here to help. Thank you again for choosing us!
Best Regards,
Paul-Rich Customer Support Team
AT
Aleksandr T.
Hello,
Hello,
Beautiful watch.
The staff quickly and correctly answers questions.
I was satisfied.
Response from Paul RichSep 7, 2023
Hi Aleksandr,
Thank you so much for your kind words! We're delighted to hear that you found the watch beautiful and that our staff was able to assist you promptly and accurately. Your satisfaction is our top priority. Thank you for your support, and we look forward to serving you in the future.
Enjoy your beautiful watch!
Best Regards,
Paul-Rich Customer Support Team
CP
Carolina P.
DO NOT ORDER!!
DO NOT ORDER, save your money! Ordered a watch for a birthday gift, package was always due to arrive 28th August, checked delivery status update every single day. All of a sudden it randomly show as delivered on 23rd August. The package? Nowhere to be found. It was never received! Contacted them to follow up and got no help whatsoever, they basically just say 'not my problem'. A total scam.
Response from Paul RichAug 25, 2023
Hello Carolina,
I appreciate your feedback and want to acknowledge your frustration. I completely understand your concerns, but I'd like to reiterate that our hands are tied at the moment. Your package has been under the care of the courier since August 16th. If there was an issue during the transfer from our warehouse to the courier's facility resulting in your package going missing, we're more than willing to accept responsibility for that.
However, the current situation is that your package has been marked as delivered. This is the reason we directed you to the courier to initiate a claim. Regrettably, we're unable to file the claim on your behalf, as it's a process that requires your input.
Please know that if the courier requires our assistance during their investigation, we're more than happy to cooperate. It's important to emphasize that we took all the necessary steps on our end by carefully preparing and handing over your watch to the courier. Unfortunately, events beyond that point are beyond our control.
I understand that this situation is far from ideal, and I sympathize with your frustration. Blaming us won't help in recovering the missing parcel. I kindly urge you to reach out to the courier and initiate a claim. Rest assured, if there's anything else we can do to assist down the line, we'll be more than willing to step in.
Thank you for your understanding.
Enjoy the rest of the day.
GI
Gideon
€300 gone! Do not buy a watch here!
They lost the watch I send back so I paid €300 plus €12 to send the watch back and was left empty handen at the end. I will never buy one of there watches. They ask how they can help, but they do not do anything to help you! You will feel scamed!
Response from Paul RichAug 30, 2023
Hi Gideon,
Thank you for taking the time to submit your review.
We're sorry to hear that the watch you returned was lost in transit. We highly value your opinion, and we are committed to making things right.
At your earliest convenience, please reach out to us at [email protected] with your order number so we can check on what happened and see what we can do for you.
We look forward to assisting you.
We are unable to find an order with the e-mail or phone number provided. Please provide an order number. There are no orders associated with e-mail gideon****@hotmail.com.
Best Regards,
Paul-Rich Customer Support
PG
primax G.
Etwas lang die Lieferzeit aber die Uhr sieht top aus
Ich hab die Uhr bestellt nach 4 Wochen Kamm es endlich an aber die Uhr sieht sehr top aus und stand auf Webseite dass etwas länger dauert aber so lang hab ich nicht gerechnet normal die Lieferzeit steht auf Webseite bis zur 7 Werktagen naja die Uhr ist da sieht gut aus
Response from Paul RichAug 16, 2023
Hi Machmoud,
Thank you for your feedback. We understand you are checking on the status of your order. I'm here to help.
As mentioned previously on our conversations, we are transferring warehouses. We hope you understand that this transfer is affecting all the orders on our EU website, and not just your order. As we speak, hundreds of customers are experiencing the same thing as you are experiencing right now. The warehouse transfer is taking longer than expected to resolve, and we truly apologize for thee wait. We are not fraudsters or scammers. We will send you your watch as soon as this problem is resolved.
Sincerely yours,
Paul-Rich Customer Support.
OU
Oliver Š.
Please do not buy anything from Paul Rich !
I wanted to order a watch as a birthday gift.
When I tried to order the watch for the first time, I found out that in order to use the welcome code for the first order, I have to go through the entire shopping cart process, but there Apple and Google Pay are no longer displayed as payment options. If You want to buy watches in full price You can use Apple or Google Pay.
I am guessing that, In this way, they try to lure you and misuse your card number.
That's why I used a Revolut card for the order where I only have a limited amount of money.
As soon as I paid, the money was withdrawn, I received an email that the order was confirmed and at the same time I received another email that my order was canceled due to a fraudulent payment.
This way I don't have money or a valid order.
After contacting customer support (very poor support), no one could answer why my order was cancelled, but that I should not worry that the money will be returned to me, it is just held.
(but who holds my payment and money? merchant / payment gateway?)
So, They invited me to make a new order and try to pay with a different card.
After consideration, I did so with another account in another bank and with a personal payment card.
The exact same thing happened, the payment was withdrawn but merchant Paul Rich canceled my order again with reason fraudulent payment.
Now I don't have money for 2 orders and also no order is valid.
When I ask them where my money is, they argue that they don't know.
When I contacted the payment gateway, they said that I have to deal with the merchant, who needs to contact them and they will look into why the payments are not going through.
As a customer, I have to write to them the procedure of how they should supply me with information.?
Anyway, they don't listen to me at all and keep arguing and making excuses. They answer 1 email a day and this has been going on for a whole week without me knowing who has my money and why I can't order a watch.
Please be careful and choose rather another merchant because this stinks of fraud. I have already informed my banks and other institutions that will start dealing with it. I will also refer it to arbitration.
Do not buy anything from this merchant.
Response from Paul RichJul 7, 2023
Hi Oliver,
Thank you for your feedback. I understand your frustration and disappointment. However, we have to protect our own interests and run robust anti-fraud tools for all transactions. If our system detects a reason why we should not proceed with an order it will be automatically cancelled. We do not hold your money at any time. We simply void the authorization from Visa, Mastercard or any other payment provider.
Due to security measures and Shopify Payments guidelines we cannot say why an order might have been flagged as fraud. This is why you were not able to receive more specific answers.
Our support replies to all tickets in less than 3 hours.
I understand your frustration but I do not agree with this review at all.
Best,
Paul Rich
Again, we are sorry for everything.
JU
Julian
Ze hebben me 3 keer een kapot horloge…
Ze hebben me 3 keer een kapot horloge opgestuurd! Wat een slechte kwaliteit. Die ene ster krijgen ze dan voor de klantenservice die het wel netjes afhandelt.
Response from Paul RichJun 30, 2023
Hi Julian,
I hope you are doing fine.
We are really sorry about all the inconvenience. I know we can't take back what has happened, but we will definitely take this experience and use it to make our quality of our products.
Again, are truly sorry for this inconvenience.
JW
Joshua W.
Paul Rich Frosted Star Dust Silver Oasis
Overall the purchasing experience was ok. Unfortunately the quick release spring bar on one side of the watch arrived broken, but luckily spares were given, also no logo had been placed on the crown making me question quality control, option to exchange was given but shipping cost back is placed on buyer. However, I must say the customer service was good and responded quickly to information inquiries and concerns. Besides the issues, the watch itself looks and feels great on the wrist.
Response from Paul RichJun 27, 2023
Hi Joshua,
Thank you so much for taking the time to submit your review. We greatly appreciate your feedback and value your opinion.
We understand that the return process poses a challenge as the watch came from a different country. However, we are committed to providing better service for our customers, and we've provided this to our team for them to review and improve the process.
We're glad that the watch fits you very well. We appreciate your support and look forward to serving you in the future.
Should you have any questions or concerns, we're always here to lend a helping hand.
Best Regards,
Paul-Rich Customer Support
