Paul RichPaul Rich I International Official Store
Paul Rich (paul-rich.com) has 504 customer reviews on Five Star Index, with an average rating of 3.9 out of 5.
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Jewelry & Watches · Huntington, New York
Excellent
Jewelry & Watches · New York, New York
Excellent
Jewelry & Watches · New York, New York
Excellent
Jewelry & Watches · Brooklyn, New York
Excellent
504 approved reviews, newest moderated first
klant
Horloge was verloren tijdens het transport. Ze hebben een nieuwe opgestuurd met express delivery 4 dagen later had ik de horloge. Heel goede klantendienst. 10 van de 5 sterren
Response from Paul RichMar 16, 2022
Hello klant Thank you very much for your great review. It is really nice to see when our efforts are appreciated and our customers are 100% satisfied. Have a nice day and enjoy your watch. Best regards Paul Rich team
August S.
I had to wait more than 2 months for my watches and then I had to pay a huge clearance fee as well. also I saw that on their website there are only 5-star reviews, which I find very strange. especially because I put a 1-star review and it never poped up. isn't it illegal to delete negative reviews?
Response from Paul RichMar 2, 2022
Hello August, Thank you for sharing your review. Rest assured, our customers' feedback is very important to us. However, I believe it needs clarification. With regards to shipping time, due to delays in standard, international shipping services, all our orders to Europe are now shipped with 3-5 business days express delivery and it is entirely for free. We are truly sorry for the inconvenience you have faced, due to the shipping time. As for the clearance fee, as mentioned on our website, If you order outside the United States we cannot say for certain whether your local post will charge you for the products you order. Unfortunately, import fees do apply on orders shipped from the US to the UK or to the EU. Kind Regards Paul Rich team
Sherry
I bought a watch from Paul Rich. I live in the UK and when it got here they told me i owe another £74 for import charges. Paul Rich would know this as i’m sure they have had many people from the UK questioning this when their item gets delivered. This should be explicitly stated on their website as had I have known this I wouldn’t have bought the item, which I suspect is why it isn't! Wasn’t impressed at all. It’s now been weeks and weeks since I gave up attempting to communicate with UPS which was like pulling teeth and finally paid the charges, I am yet to receive my watch and when contacting Paul Rich customer services I was told as it had arrived in the UK it’s not for them to chase why I haven’t received it……honestly lifes too short for this stress, don’t bother! In response to the reply I got below, I strongly disagree. I paid Paul Rich for an item, not UPS, my complaint was how Paul Rich customer services handled it when I informed I hadn’t received the item I paid you for. Whenever this has happened with any other company, they take that responsibility. This is a courier you have chosen to use. Regarding the import charges, you may not have known the amount but would have known I would be charged something which it should state on the site. Yes I did coincidentally receive my item very shortly after posting this review and the email from UPS stated they were contacted by ‘anonymous’ to sort this, so many thanks for that. Would just be good practise to treat your customers well from the start next time. I stand by my review.
Response from Paul RichMar 16, 2022
Hello Sherry I'm really sorry for all the inconveniences you have experienced. However I'm afraid that we are not proper address to all your complaints. It wasn't us who charged you with customs fee only your government. As a US based company we assume that our customers are familiar with their local regulations. We cannot predict the if package will be charged with customs fee or not or how much it will be. Because of that we have proper info included in our FAQ. As for the delivery than again we are not a proper address. We don't deliver packages, we send them with professional carrier companies and any delays, lost packages or other issues should be raised with them. We really do not have any additional info about the package that you don't have. And we have exactly same possibility to contact them as you. Finally I'd like to point that package was delivered to you 3 days after this review was posted. It is really said that you have posted so negative review where you haven't mentioned anything about our product but in the same time you put full blame on us for the issues made by different companies. Would you post a negative review on UPS if you would receive a watch you don't like? EDIT: About reponse: And I have strongly to disagree as well. We don't try to avoid any responsibility for the purchased products, if you wouldn't receive package in the end you would definitely receive a replacement from us or compensation. But I cannot agree that we could be held responsible for the delivery. I would understand it if we would try to do it by ourselves or select a shady cheap carrier, but we have fulfill all possible options to make delivery fast and convienient (and just to clarify - UPS express international delivery you got for free is really not a cheap option). As for the reply you have received - as I wrote previously, we really and honestly don't have more possibilities than you when trying to reach carrier, you mentioned that it seems that problem was solved by us, but all we have done is that we tried to contact carrier and send them message about your issues - we didn't even receive a reply. As for the how other companies handle such situations, I honestly don't believe that anyone would be able to do anything else what we haven't done, and if company is telling you otherwise it is simply not true. Please understand that we are not even a sender, we have to contact carrier through our 3rd party partner warehouse (and every other company has to do it exactly same way unless we are talking a very small company or individual seller). In case of customs fees - first of all it is stated on the site, in our FAQ. Also you might be not have to be charged with that payment, and again we cannot predict if you will be or not. And I beleive that if you are under any jurisdiction you should knew the laws in force in your country. Finally if you beleive that you were mistreated by our customer representatives I sincerely apologize for that as it definitely wasn't intentional. We really always trying to do our best to help our customers, but we are not going to lie to them or to promise them anything we will not be able to do. We believe that being honest with customers is best possible policy. Unfortunately honest replies will not always be what customer whant to hear, and unfortuantely often if they don't hear what they want they suddenly ignore all other factors and give a score based only on that what didn't satisfied them. After all - you have received your watch relatively fast (I believe it was in UK 2 days after it was shipped, and longest delay was because of customs fee - if I'm wrong I apologize for that), I hope you liked it and enjoy it. Our customer support replied to you really fast and provided explanations to your questions - you might not like them but we didn't avoid them - but because those replies weren't what you wanted to hear all those factors are unimportant when you gave a score. I'd like now you simply to think if your entire experience with our store and services (please try to disregard issues we don't have any influence on like delays made by carrier) honestly deserve such low rating as you have give to us? If you honestly believe that we don't deserve anything higher than 1 star than I'm really sorry and I might disagree but obviously it is what you think. But if you think that you might simply were a little too harsh I would honestly appreciate if you could change that score. Anyway I'm glad that in the end everything ended well, and you have received your purchased product. I hope you will really enjoy it. Best regards Paul Rich team
Ernest C.
Their watches look amazing but at the start their customer service was abit bad, so if u need anything do look for George.
Response from Paul RichFeb 25, 2022
Hello Ernest Thank you very much for your positive review, and I'm sorry for the initial misunderstandings with our agents. I will pass your praise to George. Best regards Paul Rich customer support
Matthew S.
good thank you
Response from Paul RichFeb 25, 2022
Hello Matthew, Thank you very much for posting this review. We really appreciate it. Paul Rich customer support
Joe
Ordered a watch November 29th and it still hasn’t arrived (Today is Jan 11th). It hasn’t moved according for the tracking for over a month. Sent two emails requesting a refund and still no response. EDIT: A replacement parcel was sent out promptly and arrived fairly quick which was great. At least I thought until a package was posted through my letterbox completely empty... Now being told I need to file a police report to get a refund or replacement which is ridiculous?
Response from Paul RichJan 11, 2022
Hello Joe I've checked your order and it seems that your package might be lost in transit. In this case, I have created a replacement order for you shipped with express delivery. I have sent more details to your mail address. EDIT: As you wrote by yourself the replacement order was sent to you. Based on the information from our warehouse package was shipped properly with a watch. Because of that the only possibility is that your watch was stolen on the way to you, and that is why we required such report. We don't ask you to force police to find a thief or close investigation in any way we just ask to file a report. Otherwise we simply have no ground to open our investigation or treat this package in any other way then shipped and delivered properly. Best regards Paul Rich Customer Service
DJ A.
Paul Rich's customer services gave me a quality lifetime experience. I ordered the Frosted Star Limited Edition wrist watch in December, unfortunately they couldn't deliver on time due to a manufacturing delay. John & George (Customers Agents) timeously communicated with me and always kept me up to date with the delay and progress of the wrist watch and shipping. Paul Rich gave me a discount, 10% refund, free express shipping and some unmentioned goodies... :). This is my 3rd time purchasing from the store and I reside in South Africa. Thank you Paul Rich for the impeccable services, keep up the great work and customer satisfaction!
Response from Paul RichJan 11, 2022
Hello Thank you very much for your kind review. It really nice to hear that our work is appreciated. I hope you'll enjoy your watches... and goodies :). Best regards Paul Rich Customer Support
Isabelle L.
j ai ete chercher ce matin ma montre 1ere mauvaise surprise frais de douane a regler 15euros!!et l emballage est tellement fin que la boite de la montre est complement abimé etdechiré!!!Esperons que la montre n aura pas eu de choc et fonctionnera : bon sav a vente il moffre une reduction pour prochain achat pas sur qua je recommande au prix des montres il pouurait ajouter de l emballge pour les proteger
Response from Paul RichJan 4, 2022
Hello Isabelle I'm sincerely sorry for the condition of the received package. It rarely happens when carrier behave cereless. We always try to deliver our packages in best possible condition. While we understand that this might be frustrating (therefore our offer with a discount for another order) we are not able to prevent such situations for 100%. I hope that you enjoy your watch and once again I'd like to apologize for the package. Best regards Paul Rich Customer service.