ComplaintsforEnigwatch

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I purchased a watch winder from this company and the product is defective with following issues:1) The instruction booklet stated that I should be able to program upto 5 different fingerprints for this model. However, I am only able to program one. When I attempt to program additional fingerprints, I only get flashing red lights. Even with the one fingerprint programmed the door does not unlock consistently, 2) About 3 of the watch clips are difficult to remove from the holder. I have to apply quite a bit of force to remove it and this results in the plastic prongs being bent. Subsequently, I have to push the prongs back out to have it engage the holder. The prongs broke after using it for several days as shown in the photos.I've contacted the company's customer support requesting to return this faulty product for a full refund starting on September 9th, but the company's response has been very slow with limited interaction. At one point they asked me to provide dimension of the door of the watch winder for a replacement part that I did not request. Their response is simply that they are awaiting instructions from their "fulfillment department". I would like the company to provide a pre-paid shipping label for me to return the faulty product for a full refund without further delay.

  Business response

  03/29/2024

  Dear *****,
  
  I hope this message finds you well. My name is ******, and I am the new services manager at Enigwatch. First and foremost, I want to extend our sincerest apologies for any inconvenience or concern that our service or product may have caused you. Its our top priority to ensure the satisfaction and trust of our customers, and its clear we have fallen short in your case.
  
  Upon receiving your complaint through the BBB ****************** we took immediate steps to understand the specifics of your situation and identify how we can make things right. We truly value the feedback and opportunity to resolve any issues that our customers face.
  
  Here's how we are addressing your concerns:
  
  Direct Follow-Up: Within the next 24 hours, a senior member of our customer service team will reach out to you personally. This will ensure that we have all the necessary details to fully understand and resolve your complaint.
  
  Swift Resolution: We are committed to resolving your issue to your complete satisfaction. Whether it involves a refund, replacement, or another form of resolution, we guarantee a prompt and fair solution.
  
  Improvement Measures: Your feedback is crucial in helping us improve. We are taking steps to ensure that the problem you experienced does not happen again to you or any other customer.
  
  We understand the importance of trust and reliability, especially when it comes to our customers. Please rest assured that we are fully committed to regaining your confidence in our brand.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact me directly at *********************************** Your satisfaction is our priority, and we are here to support you every step of the way.
  
  Thank you for bringing this matter to our attention, and thank you for your patience and understanding as we work to resolve this issue.
  
  Warmest regards,

  ******

  Enigwatch Services Manager

  Business response

  04/04/2024

  I hope this message reaches you well. We contacted us to respond to a complaint submitted to us by a customer named *****************, identified by Complaint ID: ********, regarding refund/exchange issues with our products.
  
  
  We have reviewed the case thoroughly and are pleased to inform you that a refund has been processed back to the customer's original method of payment. This action was taken because of our commitment to customer satisfaction and our policies regarding refund and exchange issues.
  
  
  Once again, we apologize for any inconvenience this matter may have caused. Thank you for your understanding and patience.
  
  
  Warm regards,
  
  
  ******
  Service Manager, Enigwatch

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩