S W.
Could have been easier
I really dislike the smart post shipping used. My order didn't arrive in a timely (dismal pun) manner. When opened on Christmas Day, it did not work. Silly me...expecting someone would check operability before packing the order. When I called customer service there was no apology for the device not working and I had to call twice to get return instructions from a curt and detatchex person I talked with. (Instead of giving me details on returns he referred me to the website where "you will see what you need to do." However the packing slip said I had to call to acquire a return authorization number. So, hung up and read web, and had to call again to find out how to get a return ship credit since I didn't want to pay shipping on a broken watch... It's been ten days since the watch was returned and I still don't have the replacement as it too was sent Smart (AKA Dumb slow) Post and spent five days just waiting to leave origin site. I think when item needs to be replaced shipping a replacement in less than two weeks isn't an unreasonable expectation. All in all, not my best Christmas customer service experience.
Response from WatchCo.comJan 13, 2015
Hi Shirley, Here at WatchCo, we want to make sure everyone is 100 percent satisfied with their experience with us. Upon further investigation, I noticed that your order was fulfilled, packaged and shipped by an Amazon fulfillment center, and not our company as your review indicates. Had we been the ones who would have handled your order, I can guarantee you that we would have never shipped you a non-working product as Amazon did. For their shortcomings, I do sincerely apologize. I also apologize that you had to call us twice for an RMA number and that the representative you spoke with was so rude and unapologetic to you. That is NOT the way we do business, and I am very sorry that you were treated in such a poor manner. According to the tracking on the replacement watch, it is out for delivery today. After Jason received it, please let me know if there is anything I can do for him regarding his new watch. Also, is there anything I can do for you to make your interaction with us significantly better? Please let me know at your earliest convenience. Thank you so much, Eric Balkman Customer Service The Watch Company