Jan Lie A.
A happy customer
Bought a watch from Paul Rich in september, which proved to have some flaws when I finally recieved it. But - Paul Rich took this seriously, and covered most of return freight costs, and now a new watch in on its way. Looking very much forward to be recieving a new beautiful watch. Thank you to John in PR customer service.
Response from Paul RichJan 18, 2021
Dear Jan, thank you for your feedback, however we believe this situation needs clarification. As stated on the product page, during checkout and in an additional confirmation email - the item you chose was only available on a pre-order basis. It means your order would be shipped out as soon as the stock is replenished. This was also clarified by one of our representatives back in October, when you contacted us - your review does not reflect that. One of our representatives offered you immediate assistance as soon as you reported dissatisfaction with the product you received. As mentioned by my colleague - we require a photo or a video of the defect in order to escalate a case to our quality assurance team and to determine potential steps leading to a satisfactory solution. Our representative asked you for the aforementioned video on Saturday, the 16th of January. We have received your response today, the 18th of January at 8:28 AM, followed by your Trustpilot review left at 10:33 AM. Please be informed our customer service team has a 48 hour response time, which is rarely the factual duration. ' Not very happy and not very hopeful in getting my money back. Total scam!' - this sentence would have been true if you would not mention receiving a replacement watch to the agent handling you case. The subject of refund has not been mentioned once in the entire conversation. We would like you to reconsider the rating you gave us, as it does not reflect the above facts and is not based on the actual assistance you were provided with. Kind regards, Paul Rich Team