WatchCo.comReviews of watchco.com

Response from WatchCo.comFeb 6, 2018

Hello Alex, We are very sorry for any confusion, but we are having some difficulty understanding your review. We did not cancel your original order--your credit card company did. The reason they gave us was because the information you provided on your order with us did not match up with the information they had on file for you. We sent an email to you regarding this, and your credit card company informed us that they did the same. The number you provided gave us a fast busy signal each time we made the international call to you. On your second order, the items were not listed as in stock on our site, and we emailed you the estimated ETA date from the manufacturer as well as emailed you all of the updates we received directly from Fossil regarding your two items. Unfortunately Fossil has continued to keep the out-of-stock models you chose on back order, and PayPal voids the transaction if the funds are not taken by the merchant within 30 days. PayPal canceled the second order, rather than us. We can forward the near dozen emails we sent to the email address on your order, so we're having difficulty understanding why you state you received no communication from us. Again, we are very sorry for all of the difficulty on your order, but we're not sure what more we could have done for you. If you have any ideas on how we can improve your experience with our company, please let us know so we can make it happen. Thanks so much, Alex!

Response from WatchCo.comDec 30, 2017

Hello Garry, We are very sorry to hear about this and definitely apologize for the confusion! We hadn't received any emails or voicemails from you about this, so this is the first we heard about the difficulty on this order. Since you placed the order on Saturday afternoon, it could not be sent to the fulfillment center for shipping until Monday the 4th. The order was sent there for shipping first thing Monday morning, and we already have an open investigation with them to find out why the item was not sent out right away that same day. As soon as we get an update from them, we will let you know! The shipping time frames listed are estimates provided by the couriers themselves and not guarantees. Sometimes due to weather delays, courier issues and/or customs checks, the items can take longer to arrive. Furthermore, we have also contacted the manufacturer complaining and demanding an explanation on how they could not have packed up your watch without a manual. We have given them your address to have them send you a manual (they do not supply us with extras). In the meantime, they stated you can download the manual from their website. What more can we do for you to help make up for this poor experience? Please just reply to any of the emails we've sent you from [email protected]. Once again, we are very sorry for all of the issues and will work to make it right. Thanks again, Garry! The Watch Co

Response from WatchCo.comDec 21, 2017

Hello Michael, I am very sorry to hear about this! Can you forward the emails you sent us to [email protected]? We never received an email or voicemail from you, so this is the first we are hearing about this. I can assure you that we would never have shipped the items in that condition and sincerely apologize at the poor job the courier did in handling your packages. Also, was the watch battered or just the box? Or both? If the watch was "battered" as you state, can you send a photo to us so we may file a claim with the courier on your behalf rather than you having to go through the hassle of it? Please reply to our email or let us know what more we can do here. Thank you again for your repeat business!

Response from WatchCo.comOct 19, 2017

Hello Customer, Actually, we did not void this purchase because of a fraud check. After your credit card company canceled this pre-authorization because of fraudulent use, we attempted to contact you to inform you as such. None of our voicemails or emails were returned. I'm not sure what more we could have done for you, but please let us know if there is--thanks! Customer Service WatchCo

Response from WatchCo.comOct 17, 2017

Hello Customer, Actually, we did not void this purchase because of a fraud check. After your credit card company canceled this pre-authorization because of fraudulent use, we attempted to contact you to inform you as such. None of our voicemails or emails were returned. I'm not sure what more we could have done for you, but please let us know if there is--thanks! Customer Service WatchCo

Response from WatchCo.comSep 1, 2017

Hello Dell, I am very sorry to hear about this and apologize for any confusion. As stated in our numerous emails to you that you have also replied back to us on, the watch you ordered was on back order and it did not arrive to us before the payment information from PayPal was canceled. PayPal has since voided that transaction and no funds were ever transferred. We have also sent you proof of this and PayPal has corroborated it as well. Please let us know what else we can do for you as we are trying to improve your experience with our company. Thanks, Dell!

Response from WatchCo.comJul 12, 2017

Hello em, I am very sorry to hear this! We immediately re-sent the order confirmation email and shipping email to the email address you provided. We notice you chose to leave a one-star review on TrustPilot a few hours after you had placed the order on the weekend rather than email or call us--was there a reason for this? We have left voice mails and emails with the contact information you provided but have not received any returned messages from you. Can you please email us at [email protected] or call us at (800) 584-1618? Those are much better venues for communication rather than trying to communicate via a review site. Thank you! Eric Customer Service WatchCo

Response from WatchCo.comDec 29, 2016

I'm very sorry to hear about your confusion on this order. I checked on it, and you had chosen the free ground shipping option, not the Two-Day option for $9.99. Because the ground shipping usually takes between four and five business days to arrive, we upgraded it for free to three-day to ensure it arrived before the holiday. We'd be happy to organize a full refund if you'd like. Please just respond to the email we sent you--thanks!