ComplaintsforAuthenticWatches.com

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a watch in New condition. I received a serviced watch, with the wrong minute hand, a blemish on the dial, a tight stem, and appeared to be polished according to my jeweler. The stickers did not appear to be original factory as they did not have the red band on the bracelet. The watch was returned without stickers and some tiny scratches, which I believe were there but out of sight under the re-applied stickers as I did not wear the watch out in the 48 hours of owning it. They would not offer a full refund and since I paid with wire, I was forced to take a 20% restocking fee. The watch was not delivered in New condition and because it was not returned in New condition, I could not receive a full refund, which was the justification for the 20% stocking fee. The watch was ordered (order #325045) on 5/2/2024, delivered on 5/4/2024, send for return on 5/6/2024.

  Business response

  05/24/2024

  There are variations on the hands of this watch by Rolex.  The watch was not advertised with factory stickers.  Customer took off tags and stickers and wore the watch rendering it non returnable.  We offered to exchange for one with hands that the customer preferred but customer refused.  We refunded less the damage cause to the watch.

  Customer response

  05/27/2024

  
  
  Complaint: 21726919
  
  I am rejecting this response because:

  The watch was advertised as NEW and was not. It has the wrong hand and the business representative admitted that it was incorrect. They claimed it was likely mixed up in the service process. A NEW watch should not need to be serviced much less taken apart and hand removed. It was also likely serviced by a non Rolex technician, causing this issue among others, including a tight winding stem and a small blemish on the dial left behind (may be speck of dust or ding in dial). The jeweler I took it to also stated that the cased back was not in new condition and the watch looked to be polished. Based on the response provided to the BBB, the stickers were not original, validating my point that they were added by the business to cover up the work done and possibly hide any the scratches claimed to have been caused by me. ALL of this confirms that this was a fraudulent misrepresentation of the "NEW" product and was refurbished in some capacity and a full refund should have been provided. Regardless if the non-original stickers were removed or the watch was scratched (which I deny causing), the watch was never NEW and could not possibly be returned in NEW condition. 

  I have attached the watch as it should look (as all should look, they do not use different hands and was confirmed at a Rolex Authorized Dealer in Chicago 5/25/2024), the photo I took on the day received, a response email stating it was serviced (not new), and the original ad stating this watch was NEW (which also provides a picture with correct hand). 
  Regards,
  
  M****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  05/28/2024

  The representative stated sometimes during service hands can be changed.  Although that was not the case here.  In this case, there are times that the manufacturer produces watches with variation on the hands.  This was the case.  As previously noted the watch was not advertised with factory stickers.  Frequently, in the industry, stickers are put on watches to protect them from damage.

  Customer response

  05/29/2024

  
  
  Complaint: 21726919
  
  I am rejecting this response because:

  I have spoke with several sources including an Authorized Dealer in Chicago on 5/25/2024 and Rolex did not produce hand variations on the model 114300, which was only produced for 4-5 years. The information/response provided by the seller is not factual and further confirms the fraudulent misrepresentation of the watch I ordered.  The watch was in fact serviced and not in NEW condition and in the process, the incorrect hand was added. Also, to my other previous response, the stickers we added and not original and I believe to be hiding the scratches that only became visible after removal. 
  
  Regards,
  
  M****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Communication regarding procedures, maintenance and repairs has been difficult, lengthy, costly, and somewhat stressful.

  The most recent instance of receiving the watch from service was March 13, 2024, and it stopped April 6, 2024. Since the entire process has been difficult and ineffective, I don't believe sending it back to them would be appropriate. Given the history (see attachment if more detail is needed) and despite its' age. I believe it should be replaced.

  Business response

  04/23/2024

  Please contact us in order to resolve the problem of your watch not working.  The service that you paid for comes with a one year warranty if the current problem is the same issue as you paid for.

  Customer response

  04/29/2024

  
  
  Complaint: 21614111
  
  I am rejecting this response because:

  Since the watch was returned to me, after a few days later the watch stopped working. In this case I believe that the watch should be replaced with another same make.

  
  Regards,
  
  R****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  05/01/2024

  Before anything can be discussed, we first need to make sure the watch is not working for the same reason that it was initially sent to us for.  Please call us at ###-###-#### in order to discuss how to proceed.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a watch which was marketed by “Authentic Watches” as a store display model. It arrived with case scratches, a stretch in one of the leather strap holes and I sent a message back within 20 minutes of receipt with photos. True to what many complaints have been documented I sent it back and just received notification that I would be charged a 10% restocking fee because they claim I “wore the watch and a strap cannot be repaired”. The restocking fee will exceed the cost of a brand new strap by hundreds of dollars. As at a store display model I was promised verbally to expect a few minor imperfections. Now this scam operation is charging me for their fraudulence. I have been ripped off like many other consumers who have filed similar complaints and I am livid with anger and a feeling of being cheated for no reason. Do not and I repeat do not purchase from them whomever “they” are.

  Business response

  02/08/2024

  The buyer did not return the watch in the same condition as we shipped it in.  We had to therefore charge a fee for the damage caused to the watch.

   

  Customer response

  02/08/2024

  
  Complaint: 21257155
  
  I am rejecting this response because:   This is a complete lie and the people at AuthenticWatches.com know it.   I never wore the watch, I looked at it long enough the see the evidence that it had already been worn by someone else and had damage to the case and wear/tear on the leather strap, then packaged it up to send back.  I called them within 20 minutes of receiving from Fedex shipment and told them about the damage.  I sent the watch back the following day, with all the tags on it when I returned it, so it's ludicrous for anyone to believe that I wore it around with tags on it and managed to somehow do all the wear and tear on the strap within 24 hours (which is what they said I damaged).   I took photos of the watch from multiple angles and also a full photo of the entire watch showing the tag identifiers still attached to have a formal record.   In addition, the enlarged hole for buckling the strap is second to the end.  That would be worn by someone with a large wrist.  I have a small wrist, I am female and slender, and had I worn it I would have had to use a hole way further up.    I have all the USPS shipping details to show when I shipped it back and the Fedex details for when I received it.

  Also to note, the photo they sent back to me was of someone's finger pointing to 2 inches of some strap and showing nothing else, no ID tag, not watch case, nothing.   There is no way for me to know the date stamp of that photo, but when I called and spoke to both Donny and Henry (salespeople) they said they had taken photos of the watch before sending it to me so they could do the comparison.  For all anyone knows, the photo they sent me via email after I returned it was taken before they shipped it to me (IF it's even the same strap) and this is part of a setup so that they could point the finger at me when I returned it.  There are complaints like mine about these people all over the internet, including here BBB and MANY MANY other places.  All the complaints tell the same basic story with people pleading with potential customers not to purchase from this company due to having been ripped off.  I pointed this out to the AuthenticWatches salespeople and they said with all they watches they sell a "few" complaints are to be expected.

  So now I get to the personal aspect of all this.  I'm a 64-year-old professional IT consultant with 40 years of work experience.   I am an ethical, honest person, and I am not pitching pennies to survive financially.  This is more about the principle of honesty and ethical customer service.   This company is lying about me, saying I damaged a watch when I didn't, and again, they know that.     I take strong issue about being accused of this.     I know many other customers have said the same things as I have read their comments, felt their frustration and outrage.   Scam artists are rampant in this world, and I've been very careful in my business and financial dealings to avoid being scammed.   But this time I fell victim.  I should have read up on this company before purchasing and I was wowed by a seemingly great deal on a watch.  This company makes its money on scamming people.   How they've managed to survive as a business as long as they have (and I've researched the company, it's California business ID, it's CEO, it's time in business) is a mystery to me.  All I can say is that they're very good at scamming and getting away with it.    They owe me $485.  That's a lot of money to steal from me. Other scammed customers have had it worse.

  Finally, I want to point out that I filed a formal complaint today about this situation and this company with the State of California Dept. of Justice Attorney General's online site.   I've included in that complaint many details including photographic evidence, emails and other documentation.    I caution this company to make any false claims about me or any other customers to that agency.    At this point, I don't expect to receive my money back unless I file a lawsuit.     That would cost me more than what was stolen from me by AuthenticWatches.com.

  Respectfully,

  D**** *********

  
  
  Regards,
  
  D**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  02/12/2024

  All items are package by a team who confirm the condition upon shipment.  The watch was not in the same condition when it was returned to us.

  Customer response

  02/13/2024

  
  
  Complaint: 21257155, 
  
  I am rejecting this response because:   If you have proof in the form of photos of the watch just before it was packaged and sent to me in digital form with date stamps, then you should be providing those to me.      I was told when I called Authentic Watches about the damaged condition of this item less than 20 minutes after receiving it from Fedex, that you take photos before shipment so that if returned, you could compare the returned item to the pre-shipment photos.      If you don't have this photographic evidence, then you have no way to prove that I damaged it and no basis upon which to withhold a complete refund to me.

  I repeat, I removed the watch to examine it, took photos of it on a soft microfiber towel, called you to inform of the damage to the case and strap, then packed it back up immediately to ship it back in EXACTLY the same condition if was in when sent to me.

  I am getting weary of repeating this same thing over and over.   Please provide in the form of attachments some digital photos of the watch PRE_SHIPMENT including one of the entire watch in one shot with the identification tags showing the numbers, tags still attached and unbroken, then also photos with closeups, not just someone's thumb pointing to some piece of leather.  All identifying tags need to be in all photos.  I will then share this with my attorney and follow up on next steps.

  Otherwise, your company can just go ahead and do the right thing and refund me the rest of my hard-earned money. I will continue to reject your claims as they are not true.

  Regards,
  
  D**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  02/20/2024

  It's been two weeks now since I requested Authenticwatches.com to send the photos of the watch that their team supposedly took of the watch before sending it to me and they never replied here or to me personally.   I am requesting that the BBB update this information on the BBB complaint so that other consumers can read and be protected.   I think Authenticwatches.com's  inability to provide any evidence or proof to substantiate their claims, only a couple of vague sentences in response, is evidence that they have no proof and they are trying to dodge any further communication.

  Thank you,
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They sent me a Rolex with no papers. This wouldn’t be an issue had they actually specified the fact it doesn’t come with papers. Any reputable site would state the fact that a Rolex doesn’t come with a green card. Not having the authenticity guarantee card seriously devalues the watch for resale. The picture on the site even shows a green card. Which I have a screenshot of. Any reputable watch site states whether it comes with original papers or not. Buy at your own risk. The watch is flawless as advertised. But it’s shady when you don’t specify the fact it doesn’t come with papers. I’ll be taking my business elsewhere.

  Business response

  01/09/2024

  We did not advertise the watch with a Rolex warranty card.  That is the reason the customer did not receive a Rolex warranty card.

  Customer response

  01/10/2024

  
  
  Complaint: 21079091
  
  I am rejecting this response because:

  please review picture provided from the ad for the product showing green card. 
  
  Regards,
  
  M****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/10/2024

  The watches that come with a Rolex warranty state so in the description and show the warranty card.  Our store policies state all warranty are from our company.  This policy is for the whole website unless overridden by a specific listing. 

  Customer response

  01/10/2024

  
  
  Complaint: 21079091
  
  I am rejecting this response because:

  I just posted a picture that shows the ad advertising the item with a green card. When you advertised it with the green card in the picture and then don't send it with one that constitutes false advertising. The BBB should have a look at the last the post showing the authenticity card displayed in the pictures of the product. Product was sent with no such item displayed in the ad. The lack of the card not only constitutes false advertising but borderlines on defrauding the customer due to how much value the product loses without such item.  

  
  
  Regards,
  
  M****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  See arranged screenshots for full explanation. AuthenticWatches claimed we returned a new watch that was damaged. It was never worn Please read my statement in attached screenshots

  On 12-21-22, I ordered a ladies Rolex Datejust 26 as a gift for $7,050.63. Upon opening and trying it on, the watch was too large for my wifes wrist. I made the 1 link slide adjustment, but was still too large. The watch was put back in the box and not worn. On 1-4-23 my wife called the company, spoke to N*** to inquire about sizing and other styles. 4 call in total. On Jan. 10th the watch was returned and a refund requested. Was explained that upon adjusting the band the thred tag had pulled away on tag. This was mentioned to N***, he assured us that if we were to purchase another watch, the tag would not be an issue.

  Business response

  03/10/2023

  The tag which was removed from the watch says "NOT RETURNABLE IF TAG IS REMOVED".  The customer cut the tag, as shown in the picture that he has uploaded.  The customer returned the watch anyway.  We had to access a fee on the refund as this item was no longer refundable.

  Customer response

  03/13/2023

  
  
  I am rejecting this response because: The reason given by authentic watches for charging a 50 percent restocking fee was that the watch was scratched and damaged. Which it was not. In one if many telephone conversations the company was informed by us the tag was frayed as you can see in the picture originally provided by us. It was never intentionally CUT as we are being accused of. The watch was never worn as it was too large. There would be no reason to intentionally cut a tag. These thread tags cost approximately 80 cents to manufacturer.  To charge a customer over $3 000.00 for a thread tag that was defective and pulled apart is unacceptable . Why was the tag going to be overlooked if we purchased another watch.  We have an email proving the offer to drop the
  The restocking charge to 10 percent upon purchasing another watch. A full credit is due. Authentic watches  can not keep changing the reason why a full refund wasn't issued. 
  Regards,
  
  L*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  03/22/2023

  The reason for the fee is not only the tag being cut.  The reason is the watch was returned damaged.  We offered many choices to save the customer money, all of which were refused.  On a refund, the fee charged is correct.

  Customer response

  03/24/2023

  
  
  I am rejecting this response because: This additional accusation of the watch being damaged is just another unscrupulous repeated attempt to keep our money. As the BBB site shows these same lies by AW were used against other customers  on 8-8-22, 11-7-22 and 11-9-22. For AW to suggest  that they offered many choices to us is completely absurd . 2 offers were made, each one involved us making a wire transfer for the full amount a new purchase before any credit would be issued for the original watch they already had in their possession and had been fully paid for.(1example attached). We are back again to the beginning,  trying to resolve an unacceptable restocking fee of$3,187.00 for a defective tag that we fully informed AW about before we returned the watch unused in the same condition it arrived to us in. This watch Rolex is a discontinued model.  We have no idea how many times it possibly could have been shipped to others before but no damages were caused by us,  including a   defective thread tag. Lets try to come to a fair agreement of returning the restocking fee before you force additional legal  steps are taken. I am a senior citizen who simply tried to surprise my wife with a lovely Christmas present.
  
  Regards,
  
  L*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nov 2022 I ordered a watch from this site made the mistake of thinking it was the same size as the regular M****** deco watch. It promptly arrived and as soon as I opened the box I knew I did not like that watch it was too small I never removed it from its protective wrapping did not inspected at all sent an email to return it received instructions from the company to return the watch. Followed their instructions. When they received the watch they sent me pictures they will only refund 80% of my money because I damaged the watch. I disputed with my credit card and their answer was the partially refunded me do they could not take further action. I paid $995 and received a refund of $796 and did not even touch that watch plus I spent $40 to return it safely and insured as they required.

  Business response

  02/06/2023

  The customer was provided a full refund.

  Customer response

  02/07/2023

  
  
  I am rejecting this response because:I did not get a full refund. i paid 995 and they refunded 796 argumenting that I damaged the watch.
  
  Regards,
  
  P**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  02/07/2023

  On December 12, 2022, we refunded $796, and on December 28, 2022, we refunded an additional $199.

   

  You might not have the money yet because you filed a charge dispute.  These take many months to get resolved.  It is always best to deal with the merchant directly.

   

  Customer response

  02/07/2023

  
  
  I am rejecting this response because: I did get credited for $796 never got the $199 here are the photos of my credit card statement if necessary I can submit the complete statements since then snd you can see there is no credit for the $199
  
  Regards,
  
  P**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a watch in June/July 2022 that broke 1 week later. Shipped back, item was repaired and returned approx 3 months later. Had watch the second time for approx 4-6 weeks and it broke a second time, different issue. Shipped back again, watch now in their possession for the second time for 3 months. Just received $1200 invoice for repair. Have called and emailed multiple times trying to resolve the problem with the company to no avail. Was told I caused the damage because the watch was in my possession. All damage is internal and the casing of the watch is pristine. Watch is kept in watch box every night. Last call to customer service on 1/26/22 I was told by their customer service agent that 'I caused the damage because it was in my possession and you can't crash a car and then return it to the dealer and ask for a new one because you damaged it.' Expressly asked for the repair not to occur because I refuse to pay $1200 for an item I was sold that was faulty to begin with. Then asked if they can keep the watch and it be charged back to me because this is completely unacceptable treatment and customer service and was told no.

  Business response

  01/26/2023

  We received the watch from the customer on 7/22/22 for warranty repair of the movement and returned it on 8/22/22.

   

  This time the customer has sent it back because the dial of the watch was physically damaged.  Warranties do not cover physical damage.

   

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a watch through Amazon from Authentic Watches. Tried to return it and was issued an RMA. When they processed the refund they withheld ~$1050 of the value of the watch as a 'restocking fee'. They claimed there were 'scratches' on the watch which makes no sense as i hadn't removed the stickers. It is ridiculous that they think this reasonable. If the watch was truly damaged, they should not have accepted its return. They are just trying to rip me off.

  Business response

  11/10/2022

  All proof was provided to Amazon and they accepted our case and allowed us to process the refund in the amount we refunded.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Charged $677 for "Restocking Fee". See attached email for their their explanation. I was on the phone with Authentic Watches (AW) while I tried to get the watch on my wrist. It would not fit my large hand. My wife was with me the whole time. It is suspect that we could have caused the damage to the band since the watch was out of the box for only 15 minutes. The wanted $200 per link which I felt was extensive and we mutually agreed to return it. Most offensive is their accusation that stickers were removed and replaced. First, I have no idea what they're taking about and second, I life my life with high ethical standards. Saying I was dishonest is the worst insult you can give me! To summarize... AW is not an authorized watch dealer. They obtain products from others. Is it possible that any damage, replaced stickers, etc. was done before they received the watch? Could it have been sold and returned elsewhere? I speculate only because I doubt the scratches were made by and am possessive, without a doubt, the stickers were not removed and replaced by me, which means the watch was not truly new. Requesting balance of refund in the amount of $677 .

  Business response

  11/07/2022

  The customer placed an order on our website for a Cartier watch.  During the checkout process, the customer actively checked a box via clickwrap and agreed to our policies.  These policies can be found on our website at:
  
  https://www.authenticwatches.com/info.html
  
  The watch was shipped to the customer on October 13, 2022, via Fedex tracking number 9*********82.  The customer removed the tags and stickers from the watch and wore it.  Then the customer returned the watch to us for a refund.  Per company policy, worn watches are refunded in accordance with the wear visible on the watch.  On October 27, 2022, a refund was processed less a 10% restocking fee in the amount of $6,093.00.  No further credit is due to the customer.
  
  

  Customer response

  11/08/2022

  
  
  I am rejecting this response because:

  I never wore it.  I couldn't get it on my large wrist. I was on the phone with them extensively trying to find a resolution. They wanted an extraordinary amount for extra links so we agreed to return it. Obviously this watch was at a customer location previously, either from AW themselves or the dealer they got it from. They continue to insult me personally for saying I removed stickers. Maybe they think EVERYBODY is a crook!

  Their online reviews are good EXCEPT when a return us involved. There are many, many reviews from customers who returned watches that had a frighteningly similar horrible experience.

  I would not be making such a big deal of this but they are insulting my hard-won lifetime reputation for high ethics. 

  Do you want a signed notarized affidavit? Or a lie detector test?

   

  
  
  Regards,
  
  B**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  11/10/2022

  All we can say is that the timepiece was returned to us not in the original condition as we first shipped it.  That is why we needed to charge a restocking fee.

  Customer response

  11/14/2022

  
  
  I am rejecting this response because:

  Let's review and I propose a compromise to end this complaint.....
  

   

  I know for a fact I did not remove stickers or tags but you will never take my word for it.

  It is highly unlikely although remotely possible I somehow caused scratches even though the watch was out of it's box for 15 minutes and with a band too small for me to wear.

  See attached picture. I purchased another watch from a different company and they provided 4 extra links at no extra charge. I only needed 2 extra links so I have 2 extra ones.

   

  Proposed compromise:

  I will send you two, brand new, genuine Cartier links at no cost to resolve the scratches issue.
  

  We'll split the difference of $677. You will provide me a refund for $339.50.

  I will take a "hit" for $339.50 to end this issue.
  

  This will end the complaint if you agree.

  Please advise. Thank you.
  

  Please
  

   

  
  
  Regards,
  
  B**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on June 15th, I purchased a watch form Authentic Watches for $5775. The package came the next day, but the box was heavily damaged, and no watch inside. The seller claimed all fine. Since then, 2+ months I have been trying to find a resolution. All they tell me is " they are waiting to hear from Fedex. 16 emails back and forth. Now they are telling me they cannot help because it is in the hands of their 'legal team' now. on 08/19/2022 at 8:11am I spoke with a Fedex rep Tamaria. She confirmed 06/20/2022 - Authentic watches filed and insurance claim 07/20/2022 - investigation was closed 08/16/2022 - Fedex approved the claim and paid out a settlement to authentic watches At this point, they have my %5775 and the insurance settlement from Fedex. Since i filed a claim with my CC I used to purchase, they refuse to talk to me, say they cannot since it is with their 'Legal Team', and they will not put me in contact with the legal team either. They have also 'warned' me that my money could be tired up for 'months' now that I am disputing it. At this point, I was advised by FedEx to contact the BBB and an attorney, as it COULD constitute fraud, if they keep my payment after being paid an insurance claim by Fedex. 

  Business response

  08/23/2022

  Once we tender a package to Fedex, we are at their mercy.  We apologize that they mishandled your package, but you must understand we cannot take only your word for it.  Fedex is liable for the insurance claim and they will first have to investigate to delivery before making a payment.  If during this time a customer decides they need to file a dispute with their credit card company, then our customer service employees can no longer deal with the customer as this now becomes a legal issue.  Fedex and UPS have a monopoly between them in the United States.  We are all at their mercy.

  Customer response

  08/24/2022

  
  
  I am rejecting this response because:
  
  Regards,
  
  B**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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