I’ve ordered many time in Paul Rich websites. The customer service is really good, they are very responsive et quick in the process.
I recommend !
Anusha
Response from Paul RichDec 30, 2022
Hi Anusha,
Thank you so much for being a loyal customer and for your kind words about our customer service. We're thrilled to hear that you find us responsive and efficient. Your recommendation means a lot to us!
Thank you for your support.
Best regards,
Paul Rich Support
KB
Kristen B.
Will never go anywhere else for watches again!
May I just say this is been the best experience with customer service especially for it being around the holidays. I have made the mistake of ordering the wrong watch and the customer service team worked diligently with me to ensure I had exactly what I wanted this will forever be the first and only place I will be buying my watches for myself, my family and my friends! The quality to price is truly unmatched! Also George was very responsive and worked with me for options and made sure it was 100% what I wanted Thank you!!
Response from Paul RichDec 30, 2022
Dear Kristen,
We are absolutely thrilled to hear that you had the best customer service experience, especially during the holiday season. It means a lot to us that we could assist you in getting the watch you truly desired. Your loyalty and kind words are greatly appreciated.
We are committed to providing unmatched quality at an affordable price, and we're delighted that you found our watches to be just that. We will be honored to continue serving you, your family, and your friends in the future.
Thank you for your trust and support.
Best regards,
Paul Rich Support
DR
dlj R.
Customer service needs improvement
I Ordered 3 Limited Frosted Star Dust watches and it took THREE WEEKS to deliver, they also give false information cause i contacted them a few times and everytime they say that it will be shipped within the next 3/5 days.
After i contacted them AGAIN they told me that there were delays, but not once they notified/contacted me by themself no updates about the delays or shipping.
After i received the 3 watches the first thing that i noticed was that they have changed the watchboxes to simple watchboxes instead of the flat (rectangular design) boxes with the nice chrome PR logo plate on it.
I have ordered a few other Limited Frosted Star Dust (Rainbow) watches and also the Iced Star Dust watches before, and ALL those watches had the nice special (rectangular design) boxes with the chrome logo on it.
I also noticed that 2 of the watchboxes were demaged when i received my last order, i called customer survices and they told me that told me they will send me new ones but still nothing happens!!
I like these PR watches very much and i have a nice PR collection now, but i don't like the customer ''service'' and the lack of NOT notifying their customers about any delays or changes and updates.
These are points of improvement that Paul Rich can work on, than i can/will write a good review in the future if/when i order again.
I hope you can appreciate my honest review/opinion.
Response from Paul RichDec 30, 2022
Dear Dj rules,
Thank you for sharing your honest feedback regarding your recent experience with our customer service. We sincerely apologize for any inconvenience and frustrations you encountered during the ordering and delivery process. We understand the importance of timely communication and updates, and we acknowledge that we fell short in this aspect.
Please know that we have recently made changes to our customer service system to improve responsiveness and better inform our valued customers about any delays or changes.
Thank you for sharing your concerns, and we hope to have the opportunity to serve you better in the future. Should you have any further questions or require assistance, please don't hesitate to reach out to us directly.
Best regards,
Paul Rich Customer Support
JS
jswestr
Tool snapped
The watch arrived on a Friday after ordering it on a Sunday to Australia, which was very fast. The tool to adjust the band snapped when trying to use it so had to take the watch to the jeweler to be adjusted $20 charged and he asked me how much did I pay as it looks like a cheap low quality watch . I did buy this for a Christmas present so let’s see
Response from Paul RichDec 30, 2022
Thank you for sharing your feedback regarding the delivery of your watch and the issue you experienced with the band adjustment tool.
We're glad to hear that the watch arrived quickly to Australia, as we strive to provide efficient shipping services. However, we deeply apologize for the inconvenience caused by the tool snapping. We understand that having to take the watch to a jeweler for adjustment and incurring an additional charge was unexpected and frustrating.
We value the quality of our watches, and we regret that the jeweler expressed concerns about its appearance. We assure you that we take these matters seriously, and we will investigate the issue to ensure our watches maintain the high standards we strive for.
We understand that this was intended as a Christmas present, and we hope it will still bring joy to the recipient. If you have any further concerns or questions, please don't hesitate to reach out to us directly. We are here to assist you and ensure your satisfaction.
Thank you for your feedback, and we appreciate your support. We hope to have the opportunity to serve you better in the future.
Best regards,
Paul Rich Customer Support
JE
Jiya E.
Only fake promises.. Please Don’t order or buy from here
Order no: #80414SB
Ordered a watch from this place on November 22, 2022 for my husband’s birthday and it was supposed to be 8-16 days shipping to UAE. I have only received fake promises and updates to present about my order. I have sent multiple emails and I was informed I will get my order by tomorrow 20th Dec 2022 and now after inquiring just a few minutes ago I received another email saying it’s again delayed! No one picks up the phone during the day time. Next step is a report to the Better Business Bureau. Communication is everything when people have spent hard earned money and expect a product. Wish I had read the reviews on this site before ordering from this place. Utter Disappointment and Highly frustrated is what I am at the moment. You guys should compensate for all the time wasted! I need an immediate response!
Response from Paul RichDec 22, 2022
Hello Jiya,
Thank you for reaching out to us. We understand your frustration, but we would like to clarify that we are not directly responsible for package delivery as we rely on carriers for shipping. However, we have refunded the shipping costs as a gesture of goodwill.
We sincerely apologize for any delays in the delivery of your order. Unfortunately, we do not have control over the carrier's operations, and we are unable to expedite the delivery process. Rest assured, your order has been delivered, albeit later than anticipated.
We genuinely apologize for any inconvenience caused, and we appreciate your understanding in this matter.
Best regards,
Paul Rich Customer Service
SM
Sebastian M.
I love my new watch
I love my new watch. Amazing quality. Very fast shipping. One of my favourite brand! Thank you Paul Rich.
Response from Paul RichDec 22, 2022
Hello Sebastian,
We wanted to take a moment to express our sincere gratitude for your kind words. Your feedback means the world to us, and we truly appreciate your support.
Best regards,
Paul Rich Customer Service
NN
Nathaniel N.
Never shipped
I ordered a watch on 11/24 and it has still yet to even ship. Their Facebook ads claim “fast and free shipping” but yet they can’t offer that. They claim all Limited edition models were postponed “for reasons beyond our control”. Don’t see why you would offer to sell them if you don’t have them in stock ready to go.
Response from Paul RichDec 9, 2022
Hello Nathaniel,
I want to start by apologizing for the negative experience you had with the delayed shipping. During the busy Holiday and Black Friday period, our warehouse became overwhelmed, causing a delay in unpacking and registering the watches. Typically, this process takes less than 2 days, but we fell short this time.
I am pleased to inform you that your watch is now on its way to you and is expected to be delivered today. I hope that despite the delay, you will soon be able to enjoy your watch to the fullest.
Once again, I apologize for any inconvenience caused by the delay. Your satisfaction is important to us, and we appreciate your understanding.
Best regards,
Paul Rich Customer Support
SH
Shaker
Sold me a faulty watch and not…
Sold me a faulty watch and not responding to my emails and never get through on the phone although it says we can send items back within 30 days but they need to acknowledge it on email first. I'm not asking for a refund, just want to be sent a new smaller sized watch (42MM) that's exactly the same as I bought. Very quick to respond to reviews (see below) but not emails so will keep asking on the reviews until I get a response on email to get a replacement as this is an Xmas present. Order number #83422SB.
Response from Paul RichDec 9, 2022
Hello,
We wanted to clarify that we haven't received any previous messages from you through our customer service channels. This platform may not be the most effective for resolving customer service issues. We kindly request that you reach out to us directly at [email protected], as we are dedicated to providing timely assistance. Rest assured, we will respond to your message within the next 24 hours.
Best regards,
Paul Rich Customer Service
