Paul RichReviews of paul-rich.com

Response from Paul RichJul 14, 2025

Hello Atef, Thank you for bringing this to our attention. We completely understand how concerning and frustrating it must be to experience delays, especially with your upcoming travel plans. We sincerely apologize for any inconvenience this situation has caused. Upon checking, your order was shipped on time from our warehouse. Please kindly note that the estimated delivery date may occasionally change, particularly for international shipments. This can happen due to factors such as international transit procedures, customs clearance, and local postal handling, all of which are unfortunately beyond our direct control. We genuinely appreciate your patience and understanding during this time. Please rest assured we are here to assist you throughout the delivery process. Should you have any further questions or need assistance, feel free to contact us anytime. Thank you again for your patience and understanding. Best regards, Kevin - Paul Rich Customer Support

Response from Paul RichJun 24, 2025

Hello Danny, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your frustrating experience — we completely understand how disappointing it must have been to face unexpected delays and fees, especially after being told to expect delivery within 3–5 days. To clarify, the 3–5 business days refers to the shipping timeframe, not the full delivery estimate — especially for international orders, where delivery is affected by customs clearance and local postal processing, both of which can vary greatly depending on the destination country. We also understand your frustration regarding the £110 customs fee. While we do offer free shipping, customs duties and VAT are charges imposed by your government, not by us. At checkout, we provide two shipping options — one with all duties and taxes prepaid, and one that is free but may result in these additional fees upon delivery. That said, your experience matters to us, and we’re constantly working on making our international process smoother and more transparent. Your feedback has been heard and will be shared with the team. I appreciate your patience and kind understanding in this matter. Let me know if you have any questions, and I'll be happy to help. Have a good one! Best regards, Kevin - Paul Rich Customer Support

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

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

Response from Paul RichApr 6, 2025

Dear Kamlesh, We apologize for the delay in receiving your order. We understand your concern and want to assure you that your watch is on its way. As of April 5, 2025, the shipment is currently undergoing import customs processing. You can track its progress using the following link: https://parcelsapp.com/en/tracking/RE701372104SE Please note that standard shipment procedures, including customs clearance, are essential steps that we must comply with. Unfortunately, these processes can sometimes cause delays, which are beyond our control. We appreciate your patience during this time. For further assistance or any other inquiries, please feel free to email us at [email protected]. We're here to help. Best regards, Customer Service Team Paul Rich

Response from Paul RichFeb 18, 2025

Dear Jake, I sincerely apologize for the frustration and inconvenience you've experienced. I completely understand how disappointing it must be to deal with such an issue, and I want to assure you that your concerns are taken very seriously. To better assist you, could you please provide me with your order details so I can look into the situation further? I would like to help resolve this as swiftly as possible. In addition, please reach out to our dedicated support team at [email protected] so that they can assist you with your claim directly. Again, I’m truly sorry for the confusion and trouble caused. We’re committed to ensuring our customers are satisfied, and we appreciate the opportunity to make things right. Thank you for your patience, and I look forward to hearing from you soon. Best regards, Paul Rich Support Team

Response from Paul RichFeb 12, 2025

Hi Jason, Thank you for reaching out and sharing your concerns with us. I sincerely apologize for the frustration this delay has caused, especially considering it was a special gift. We understand how important it is to receive your order on time, and I’m truly sorry for the inconvenience. To better assist you and look into the status of your order, could you please provide your order number? Once we have that, we can investigate the issue further and work to resolve it as quickly as possible. Additionally, feel free to reach out to our support team at [email protected] for any immediate assistance. We truly appreciate your patience, and we’re here to ensure this matter is resolved to your satisfaction. Kind regards, Customer Support Team Paul Rich

Response from Paul RichFeb 4, 2025

Thank you for reaching out to us and sharing your experience with the Limited Stardust 2 watch. I'm truly sorry to hear about the issues you've encountered and the frustration this has caused. We understand how disappointing it can be to receive a product that does not meet expectations, especially one as special as the Limited Stardust 2. Your feedback regarding the quality and warranty experience is concerning, and I apologize for any inconvenience this has caused. To address this matter promptly and explore potential solutions, I recommend contacting our dedicated support team at [email protected]. They have the expertise to assist you further and explore alternative options to resolve this issue to your satisfaction. Once again, please accept our sincere apologies for any inconvenience caused. We appreciate your understanding and look forward to assisting you. Best regards, Customer Support Team Paul Rich