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
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As soon as I paid, the money was withdrawn, I received an email that the order was confirmed and at the same time I received another email that my order was canceled due to a fraudulent payment.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The exact same thing happened, the payment was withdrawn but merchant Paul Rich canceled my order again with reason fraudulent payment.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.
CQ
Cynthia Q.
I'll never order another Paul Rich watch…
I'll never order a Paul Rich watch again. Purchased 1 for my husband for Valentines Day and the battery was already dead in 2 weeks. Customer service was no help and didn't care. Only said, you've opened it and worn it, your problem. Never have I paid that much for a watch and the battery go out that fast. Never again!
Response from Paul RichJun 20, 2023
Hi Cynthia,
We completely understand your disappointment that the battery of the watch you purchased for your husband did not last after two weeks. We apologize for the inconvenience this has caused.
We tried locating the message you sent our customer service team that you mentioned, but we couldn't find it. We take feedback seriously, and we would greatly appreciate it if you could email us at [email protected] to point out where you received the message so we can take the necessary steps for our continuous improvement.
We strive for excellence in producing our watches, and we share your disappointment that you received the battery in such a state. While our limited warranty may not cover the battery, we wanted to share with you that the type of button battery used in our watches is readily available at numerous locations. However, if the watch still does not work despite giving it a fresh battery, we are ready to assist you right away.
If you have any questions or concerns, please don't hesitate to get in touch with us. We're always here to lend a helping hand.
Best Regards,
Paul-Rich Customer Support
LA
Lars
Watches don’t work
Even though the watch is looking great in real life, I’m everything but satisfied. The first time I received the watch, it was not working. So, I sent it back and received a “new” one. The one I received now is also not working.
I can understand that this happens one time, but I would expect that these guys would be extra cautious when sending me the second one, but this was not the case.
I reached out to the customer service but they just said I have to send it back again. If I’m doing that I will probably receive a watch that is not working for the third time. I will just let someone else fix this watch for me.
So, overall, a very bad exchange service. I would not recommend this brand if you prefer a working watch!
Response from Paul RichJun 14, 2023
Hi Lars,
We understand your disappointment, and we apologize that you received watches that were not up to par with the high standards that we've set for our products.
We greatly value feedback from our customers, and we want you to know that we take it very seriously. We will be launching an investigation regarding this, and, if you have time, we kindly ask if you could email us at [email protected] so we can have a point of reference of where to start. This will greatly help us in determining the best course of action available. Rest assured that your satisfaction is our top priority, and we are fully committed to finding effective solutions.
We truly appreciate your patience with us, and we look forward to being of service to you.
Best regards,
Paul Rich Customer Support
MO
Moe
faulty watch and no response
Very fast shipping but the seconds arm fell out of place before I even got to wear the watch for the first time and customer service won’t even respond to me after 10 emails
Response from Paul RichMay 20, 2023
Dear Moe,
We appreciate your feedback regarding your recent order and the challenges you've faced in reaching our customer support. We understand your frustration and want to assure you that we are actively addressing the situation.
We recently implemented changes to our customer support system to improve responsiveness, but we acknowledge that there have been difficulties during this transition. We apologize for any inconvenience caused.
Please know that we value your business and are committed to resolving your concerns. If you could provide us with your order details and any relevant information, we will prioritize your case and work towards a satisfactory resolution. You can reach us directly at [email protected].
Thank you for your patience, and we apologize for any inconvenience caused. We are dedicated to improving your experience moving forward.
Best regards,
Paul Rich Customer Support
ZA
Zay
2 months/Partial refund/ Owner changes his replies a few months later
I ordered pre ordered 2 watches on November 25th of 2022
Frosted Star Dust Green Gold
Frosted Star Dust - Red Gold
I ordered them in time for Christmas, but they never came/ I emailed Customer service. I was told that they would be on back order even though it was a pre order. I was promised that they would be there in time for Christmas and they was not. I asked for another update and was told that they could substitute the watches I ordered for 2 different ones. I declined and waited patiently. It had been almost 2 months. In January I requested an update and was told they would ship out later that same week, yet nothing shipped out. So I requested a refund, to only got partial payment back. I spent over 600$ and they only sent me 400$ back. They are a terrible company and I would not do business with them. They make promises they can not up hold. Have terrible customer service. Does not have the products they offered on hand. I was patient and waited 2 months before being forced to go this route. Terrible customer service all around.
Update: Paul Rich changed his reply as of May 12th 2023 to make it look like I messed up something on my end a few months after everything was settled. I did matter of fact had to go through my bank to get the full refund cause Paul couldn’t find the last 212$ I spent. If I could make this 0 stars I would. I spent 600+ dollars just to get a fake update every other month. This company is a joke and so is the owner. And I did contact support before posting a review too. I posted this after I got my refund completely. Lol at the gaslighting. Do a better job and you wouldn’t have this review.
Response from Paul RichFeb 7, 2023
Hello Zay,
We apologize for any confusion, but we would like to clarify that you were indeed refunded the full amount of 616.65 USD as initially communicated in January. If you haven't received the refund yet, it is likely an issue on your bank's side. We recommend providing them with the Acquirer Reference Number (ARN): 82305093035000005726116, which will assist them in locating the refund.
Update: You were refunded the full amount through Shopify Payments and proof can be sent if requested.
We did not receive any chargeback on your order, you were simply fully refunded.
We apologize for any inconvenience caused, and we would have provided you with the ARN earlier if you had contacted our support directly instead of posting a review.
Best regards,
Paul Rich Customer Support
DB
David B.
The watch feels tacky and looks a lot…
The watch feels tacky and looks a lot more shiny than in the pictures - the tool to change the links broke straight away as it’s almost impossible to change the links - do not buy a watch from here you will be disappointed
Response from Paul RichMar 16, 2023
Hello David,
We apologize for any disappointment you've experienced with our watch and the difficulties you've faced in changing the links. We understand that you haven't contacted us for assistance, but we want to assure you that we are here to help.
If you are unsatisfied with the watch, please remember that you can always initiate a return. We want to ensure your satisfaction and provide you with a positive experience.
Please feel free to reach out to us if you have any further questions or concerns. We're here to assist you.
Best regards,
Paul Rich Customer Support
