Let us take some time to discuss
feedback and reviews, and what causes most customers to have
good experiences while a few customers have bad experiences.
We are one of the very few sellers who do not solicit or
publish reviews of our watches or service outside of this
website. We do not pay professional reviewers, and we
do not offer discounts to people in exchange for positive
reviews copied and pasted all over the internet.
Likewise, we do not cave in to threats when it comes to
unreasonable negative reviews.
To date, we have completed transactions with over 70,000
individual customers from every continent. We have
found that 99% of these customers, many of whom return for
future orders, have had good experiences. Many long
time customers have asked us if we would like them to write
a review in support of our business. We refrain from
posting so-called "reviews" or "feedback" on the site as in
most cases, sites that do so are not credible. After all, would you believe a
site that posted it's own positive reviews?
Why do some
customers have bad experiences?
why do some customers have bad experiences? As you
probably know, customers who perceive a bad experience will
go out of their way to post slander and all manner of
exaggerations on the internet to support their position,
when they could instead expend their energy trying to
resolve the issue in a constructive way. Out of over
70,000 unique customers, perhaps around 20 customers have
claimed to have had a bad experience purchasing from our
site. This equates to around 0.03% of all customers.
There may of course be other customers who have somehow had
a bad experience but have never bothered to email us for
Regardless, this 0.03% of customers can and do expend great
amounts of time posting negative reviews on every forum and
website they can, in hopes of tarnishing our reputation.
Unlike other sellers, we do not micromanage customer
reviews, and we do not join message boards to defend against
such reviews, nor do we submit to threats from customers who
wish to extort money or free items in exchange for not
posting negative reviews.
Overwhelmingly the primary reason that a small group of
vocal customers have had bad experiences is that they refuse
to follow basic policy and procedure. For example,
several customers who are now listed in the fraud section of
this website have attempted to defraud us, and all of them
have failed. One recent and typical example would be a
customer who received a watch, and then emailed us to claim
that the watch was not working. No problem, we offered
him an exchange or a full refund. He didn't want it.
Instead he claimed that he took his watch to a professional
repair shop, and they repaired it for a cost of $175 USD.
He then said that if we did not pay him $175 right away, he
would proceed to post negative reviews about us, and file a
dispute with his bank. We never authorized him to take
his brand new watch to an unknown third party for so-called
repair, and in fact he never even submitted a receipt from
the so-called repair shop. In short, he was likely
just trying to extort money from us. He then filed a
fraudulent dispute with his bank, which we overturned
immediately (we have a 100% success rate with overturning
bank disputes). Now he spends his free time
copy-pasting negative reviews online.
If said customer had returned the so-called faulty watch to
us, we would have credited him for return shipping and
exchanged the watch, as is policy with nearly every seller,
in every business on the internet. But the customer
did not wish to follow the policy, and wished to dictate his
own policy to us, which is a major reason that customers
have bad experiences; they believe that they can suddenly
negotiate policies and receive refunds and credits without
returning any merchandise. No business, online or
offline, is going to give you a refund without you first
returning merchandise. Period. Full stop.
To think otherwise starts you down the road towards a bad
experience which you yourself have created. A fairly
common issue is customers refusing to return faulty merchandise.
No merchant will ever send out a replacement product without
first receiving a return. We are not unique in this
standard, global business practice.
The other primary reason that customers may perceive a bad
experience is that they have failed to do research into the
product itself, and have set expectations above and beyond
what is advertised or what is reasonable. For example,
customers have purchased models like the Rolex Daytona, and
then sent outraged emails and reviews online that we sent
them a watch with chrono pushers that do not work.
However, if one reads the advertisement and educates
themselves about the product, one would know that the
Daytona has locking pushers, which one must first unscrew in
order to operate. Simple things like this can lead to
perceived bad experiences.
Another example would be when customers do not pay attention
to the checkout process, and end up ordering the wrong
product. They then receive the product, and claim that
we have sent them the wrong model. So we go back
through the emails, and order invoice, and the quality
control pictures, and we realize that what really happened
was that the customer simply wasn't paying attention, and
ordered a model similar to the one they were looking at, but
not exactly the same. Be aware that many watches look
similar, but have minor differences such as the color of the
hour indications, or dial text.
How do you handle
actual faulty merchandise?
can sympathize with customers who receive faulty watches.
We test and
photograph every order prior to shipment. Rest
assured that when a product leaves our location, it is in
working order. This however does not mean that every
product arrives to the customer in the same condition.
Whether due to harsh shipping conditions or simple bad luck,
inevitably some small number of watches will arrive with
issues. If such a situation arises, we will assist
you. You will package the watch, include our repair
form inside the package, and you will send it to us.
If the problem is simple, or non-mechanical, we will fix it
for you and send it back to you. If the problem is a
cosmetic flaw, or dead movement, we will exchange the watch,
or refund you. We will credit you for return shipping.
You will follow the instructions given to you, and the
process will proceed without any issues. It is
actually quite simple. No, we will not send you a
replacement before receiving your return, this is standard
global business practice, and just plain common sense.
No, this policy cannot and will not be negotiated.
Again, standard global business practice, and standard
bank/credit card policy.
We can categorically state that every single customer who
has posted a negative review has in fact failed to return
merchandise to us, and has attempted to re-negotiate our
clearly stated policies. Additionally, we can prove
-We retain photographs of every order
-We retain shipping and tracking information for every order
-We retain all customer emails containing threats/attempts
What about good
Anyone can write a
review online. Plenty of sellers pay SEO companies to
write good reviews and take down bad reviews. If we
were inclined to do so, we could write our own reviews.
We will refrain from posting or soliciting reviews on cartel
watch forums and other websites. But if you are really
feeling on-edge, here are a few email screen shots of emails
from regular customers. We regularly receive discreet
feedback from customers via email, there are hundreds and
probably even thousands of such emails: