Shiri
Multiple Emails - Strange & Overbearing Customer Service
I've received multiple emails since placing the order. They repeat themselves and none of them have actually provided any information on my shipment status or tracking information. I've been on the website and there is also no information available on there. Instead of spamming me with emails, it would be nice to receive actually information about my order and for it to arrive on time (I still don't know where it is...). Update - Since writing this review the item was received and the customer service did apologise for the confusion and as a nice gesture, refunded the cost. However, in doing so, they requested that I reconsider this review and then sent multiple emails, asking what else it would take to make me reconsider my review. Quote from their email below: "Is there anything else I can do for you to make your interaction with us significantly better? Just name it! :) Please let me know at your earliest convenience. All that we would ask is that you reconsider your review of our company." This is obviously nice of them to offer, but also a very strange form of customer service. The refund and offer is not being done out of good will, but purely to make their rating/review look better. The issue has been resolved and I don't need any other items and do not wish to interact with them anymore. Instead I am receiving nonstop emails (7 at last count) asking this question. I would have updated the review however, their nonstop emails and misdirected attempts at customer service deserve to be noted as a review in itself.
Response from WatchCo.comJan 23, 2017
Hello Shiri, I am very sorry for any confusion on this order. I noticed the SPAM emails you said you received from us were the emails you requested replies to with order status and tracking information. Since you were not logged into your account when you placed the order, it did not show up on your account when you logged into the site. I show that the order was delivered and since refunded after you sent it back to us. Can you elaborate on what you mean by "repeat themselves and none of them have actually provided any information on my shipment status or tracking information"? All of the emails we have sent you had updates listed in them. We have already refunded your order in full, and offered you gift certificates, free merchandise as well as cash, never expecting anything in return (especially not a changed review). If there is nothing we can do for you, so be it. We informed TrustPilot that you have not responded to our emails, and it was TrustPilot that continually told us to email you (they will corroborate this if you ask them). The review you posted being modified is irrelevant to us. If you feel like it's accurate, then leave it up please! :) Our goal is to improve your experience with our company with or without a review--we only care about that, not your review. Since nearly half a year went by after we refunded your order in full, it was not believable to us that your review was going to be changed anytime soon without us contacting you first. Since we believed you still had a bad interaction with us based on your review still being listed, we finally decided to reach out to you, and TrustPilot requested that we continue to do so. If there's nothing else we can do, no worries! We've moved on and hope you can find a way to do so also. We'd rather have our customer service described as "overbearing" rather than non-existent anyway, so thank you. :) Be well! Thanks, Shiri!