ComplaintsforSwiss Watch Expo

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern I bought a watch from SwissWatchExpo and I believe it was a fake watch because it looked nothing like the watch that was advertised and when I tried to return the watch they refused but I send it anyways and disputes the charge with my bank anyways and i will go all the way with this to *** them for damages and interest.

  Business response

  09/13/2022

  The order was placed by the client on our website, and We shipped the watch right away, as always we pack the watch under the cameras and make the pictures of the watch and the package for a record. The watch was delivered on time. The client requested the return. The return was approved.
  When we receive the package, per our strict rules it's opened under the cameras. 
  As soon as the package was opened we discovered that instead of the watch purchased he sent back a cheap fake watch.
  We have the camera recording of the package opened for your record.
  Also we have an active ******* Police officers in our store from opening to closing.
  We immediately called the police officer, and he filed the police report right away, the police report number is ***********. 

  Police will be in touch with the buyer shortly, they have all the evidence. We request to remove the complaint immediately as it's fraud.

  Customer response

  09/13/2022

  This is a total lie i do not care if they had a FBI agent on stand by i send them back the watch they sent me and i will reporting this incident to the proper  law enforcement authorities  .

  Business response

  09/14/2022

  ********,

  As I said the package was opened under the cameras so we have the evidence. You're welcome to contact police for the details. 

  Regards,

  SwissWatchExpo

   

   

  Customer response

  09/15/2022

  send me the copy of the videos and the phone number of the police department and all original paper work for the watch where it was purchased and any modification made to the watch .

   

  Business response

  09/20/2022

  As of now Paypal is looking at all the evidence, and we provided Police report number -- please call police at your convenience, they are looking forward to discuss the meter with you. 

   

  Regards,

  Customer response

  09/20/2022

   
  Complaint: 17777561
  
  I am rejecting this response because: i asked them for videos they can just upload it  and prove where they bought the watch because i think they send me a fake watch so i do not understand very strange and they do not have a phone number on the police report ?
  
  Sincerely,
  
  *************************

  Business response

  10/03/2022

  ***********, 

  You might not be seeing the entire police report for some reason. It is three pages long, and our telephone number appears twice on page two, in the appropriate fields for the involved organization's telephone number. We are being extremely transparent and ethical. The video files are not in a file format that BBB accepts, but you can trust that if you will call the ******* Police at ************, and give them the case number *********, they definitely want to speak with you.

  To be clear, we sent you a 100% Authentic gold *************************************** and we have shipping photographs showing exactly what we sent you. 

  You returned to us a completely different watch, which is easily seen in the photos and videos we have of the unboxing of your package. The watch you returned has a different clasp and bracelet, has different measurements, and is not an authentic Rolex. You fraudulently sent us back a different watch than the one we sent you, and the police report reflects this. 

  This is a fraudulent transaction, and we welcome the police investigation that is ongoing. We are looking forward to pressing charges and seeing justice done. 

  SwissWatchExpo

   

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order for a watch SWE# ***** - Omega Seamaster Planet Ocean GMT Mens Watch 232.30.44.22.03.001 Box Cardwas on 12/31/21. Got instructions to wire money ($6124.30) to SwissWacthExpo ******* **** account. The money was transferred on 12/31/21. I got an email from merchant recognizing that money was received in their account but says they were expecting a "Federal Wire Transfer" and not an "ACH transfer". Because of that, they refused to send the watch and are also refusing to send my money back. The merchant claims the only way for me to have my money back is to recall the transfer with my bank. I have spend countless hours with my bank (**** of America) and according to them the merchant's bank has accepted the transfer successfully. I called the merchant and spoke to ***** and ******* and was told that their bank doesn't accept ACH transfer and I have to wait 90 days for their bank to reject the transfer. I opened the claim with my bank and have received noticed twice now that they cannot reverse the transfer because it was accepted by the receiving bank into SwissWatchExpo account. I emailed SwissWatchExpo who initially replied that I have to work it out with my bank but and they cannot do anything. Now they have stopped replying to any email. Luckily, they do answer the phone but the response I get with whoever I speak is that I have to wait 90 days for their bank to reject the transfer. Claim with my bank has been closed since they mentioned that transferred amount has been accepted and cannot be reversed. From online reviews SwissWatchExpo looks a good business establishment, however, I would like some resolution in form a refund the money at this point. I am not sure the watch is available at this point for the same price.

  Business response

  02/09/2022

  Our bank wire instructions, which the client received and used to generate the transfer, are attached. The second set of bullet points are very clear:

  "Make sure that the transaction is issued as a Bank Wire Transfer in ** Dollars. We accept Bank Wire Transfer only, NOT ACH." and 

  "We CANNOT ACCEPT ACH Deposits or Direct Deposit Transfers. Please check with your bank to ensure this will not be processed in this way. If you accidently transfer as ACH, you will receive a refund through an ACH reversal, but it may take up to 90 days."

  The client simply needed to follow the instructions he was provided, and the transfer would have been made properly. Instead, he first sent an ACH, and then he sent a direct deposit. He ignored the instructions and decided to make the transfer a different way that he was instructed not once, but twice! We receive ***** Bank Wires every day, from all over the world, generally without the mistakes this client made. He simply ignored the instructions. 

  I have also attached the client's confirmation of the transfer. It is easy to see that it is an ACH transfer. 

  We told the client in the instructions that reversal of an ACH might take up to 90 days. In my experience, this is how long it always takes, and he just needs to be patient for his refund. This process is between the two banks, and we don't have any way to speed the process along.

  We will be glad to send him a watch Overnight, right away, if he simply follows the instructions and sends a Bank Wire. 

  We are happy to provide the refund he is requesting in due time, or to send him a watch if he sends a real bank wire. 

  Customer response

  02/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. As I mentioned, I did a wire transfer which went the same day, unfortunately, it went as ACH transfer. I am still interested in the watch and the vendor's business, however, would not be comfortable doing another bank wire transfer till I receive the refund of previous transaction. As mentioned by SwissWatchExpo, I would have to wait till 90 days and hope their process of refunding works. I would like to keep this complaint open till final resolution has been met. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business sells mostly high end watches and I bought a Breitling Navitimer used watch( which is what this company sells, pre owned watches). The company has a 10 calendar day period in which the buyer can touch and see the watch and has the right to return it as long as you dont exceed their policy for requesting returns. When you ask for a return, they must provide a authorization number so you can reference that and ship it back. Otherwise the return is not valid without this authorization code. This is why they require a signature upon receiving delivery. For security reasons and also to start the day count and that seems fair. The delivery guy left this package in front of the house on 9/19/21. Since the delivery guy didnt even attempt to ring my ring camera doorbell I didnt see it until 9/20/21. But regardless of that even though it is important and something they have in writing in an email per their policy, I requested a return on 9/29/21. Which, even on their claim that is in my email from Swiss watch expo stating it shows delivered 9/19/21, puts me within the ten calendar days. They responded next day claiming well too bad its outside of ten days. I have everything documented through emails and its very simple to prove through cameras and their own email to me that even a 9/19/22 delivery ten days to change your mind was completely valid on 9/29/21. After several attempts to have them do the right thing and honor their highly advertised 10 day hassle free try it out period, they are not holding themselves in an ethical business manner. I simply followed their rules which they keep changing. And not to mention leaving a 5k item without the required signature in front which could have easily been stolen. Thats bad business and scamming people. Please help, as all I want is for them to not break truth in advertising and their own strict policies i the consumer adhered to. Thank You

  Business response

  01/17/2022

  Mr Gambarini  is correct, we do have a 10-day no-hassle return policy. 

  Blake was incorrect in stating that Mr. Gambarini  received his watch the 19th. I have attached the screen shot of the tracking, which shows that it was in fact delivered the 18th. Mr. Gambarini  did request the return on the 29th, as he has stated. 

  Since he requested the return on the 12th day, he was not eligible for a refund. 

  We always work with our clients to help them with returns, and we do make a few reasonable policies that govern the returns. We just ask that the watch is in the same condition as when we shipped it to the client, unworn, with all protective stickers intact, and that they request their return authorization by the 10th day. These policies are all clearly stated on our web site: https://www.swisswatchexpo.com/returns/

  Best regards,

  ***********************

  SwissWatchExpo

   

   

  Customer response

  01/18/2022

   
  Complaint: 16462451
  
  I am rejecting this response because: it clearly states in your policy that the package will require a signature or it will not be released. That is what would qualify a valid delivery and time starting from there. I didnt know the watch was dropped off by the gate and luckily didnt get stolen. So I took delivery on the 19th. The 29th makes it within ten days. Im not sure where you keep mentioning 12 days. Its your policy i attached the email reiterating the companys strict procedures that were not followed and that your negligence. Therefore, I cannot be penalized for your negligence. Am I wrong?
  
  Sincerely,
  
  ***********************************

  Business response

  01/27/2022

  Reardless as to whether the individuial *** driver did what they were supposed to as far as a signature is concerned, the fact is that the package was delivered Sept 18th.

  Most of our competitors give a 1 to 3 day return policy; we try to treat people with an abundance of kindness by giving a 10-day inspection period. Most people know within 10 minutes of receiving a watch whether it is going to be the right one for them. 10 days are not usually necessary for someone to make a decision, so we normally have no trouble with this part of the easy return policy.

  I do agree with you that we have a "No-Hassle Return Policy". We just ask that you simply abide by the rules and policies that are clearly on our website when handling returns. In this case, you made your request outside of the 10-day inspection period, and we cannot accept your return. 

   

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