ComplaintsforWorldofWatches.com

Watch Dealers

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Complaint Details

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Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid $103 for the watch below. It would not work on arrival, it had the wrong owner's manual and had no warranty. The phone number on the receipt as out of order. I sold the watch to a watch shop for $40 because they told me I needed to pay $95 for them to look at it to get it to work. I'm asking that World of Watches refund me $63. Discount Watches | Mens and Womens Brand Name Watches at Discount Prices | World of Watches ,Thank you for your order from ******************* You can check the status of your order by logging into your account.If you have questions about your order, you can email us at ***************************** shipping confirmation is below. Thank you again for your business.Your Shipment #********* for Order #********** Shipped ByTracking *********** First Class Ma************************* Billing Info *********************** ************************************************************************************************************************************** T: ********** Payment Method Credit Card Credit Card TypeVisa Credit Card NumberXXXX-**** About *******************
Business response
04/25/2024
in response to Complaint ID: ******** we are truly sorry for the issues the customer faced with their recent purchase. While we understand their concerns, our refund policy typically necessitates the return of the item in its original condition for a thorough inspection or for a full refund. Selling the watch to a third party is not in line with our refund policies, thus we regret to inform you that we must deny this request.
We, also, understand that the customer tried reaching us via phone but our business was close due to religious observanes and our main form of communication is via email. Again, we apologize for any inconvenience caused.
Initial Complaint
03/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
TRANSACTION WAS 02/09/2024 PURCHASE PRICE WAS $120.00 *** VERIFIES SHIPMENT WAS REURNED AND RECEIVED.WEBSITE PROVIDES A PHONE NUMBER FOR CUSTOMER SERVICE THAT STATES CALLS CANT BE TRANSFERRED AND HANGS UP. A DOZEN EMAILS HAVE GONE UNRETURNED. WEB SITE GUARANTEES SATISFACTION.HAVE SINCE FOUND SEVERAL OTHER REVIEWS WHETRE IT SEEMS THE COMPANY IS INVOLVED WITH DECEPTIVE BUSINESS PRACTICES ORIGINAL ORDER #********** ORIGINAL TRACKING # **********************
Business response
03/11/2024
After carefully reviewing your order, we regret to inform you that we are unable to process a refund in accordance with our established refund policy. As stated in our policy, returned merchandise must be in its original condition, meaning free from scratches, marks, or blemishes, with all security tags still attached. Unfortunately, the watch returned to us does not meet these criteria, as evidenced by the attached image. We apologize for any inconvenience this may cause. The watch will be returned to you promptly.
Our return policy can be accessed through the link: ********************************************************************;
Customer response
03/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
This is a complete lie and false pictures. Watch was tried on and did nit fit wrist. The picture tgey sent was a watch that had years of abuse. I only got this answer from them after the BBB complaint.. never responded to bogus 800 # that dosnt answer even though web site says to call , or the dozen previuos emails.. this is fraud through and through... again a watchbtonhave damage that the pics sent to me woukd have to been years old not a few days

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
03/20/2024
In response to Complaint ID: ********, we regret to inform you that we are unable to proceed with a refund as per our established refund policy. According to our policy, returned merchandise MUST be in its original condition, without any scratches, marks, or blemishes, and all security tags must remain intact. Unfortunately, the condition of the watch does not meet these criteria, making it ineligible for return.
Furthermore, we adhere to a strict internal policy requiring us to photograph returned items immediately upon receipt to accurately document their condition. Even if we were inclined to make an exception, the extent of the damage to the watch prohibits us from doing so.
We understand your disappointment with this outcome. As an alternative suggestion, you may consider having the watch resized to better fit your preference, as you mentioned it was too large.
Please note that the phone number provided for customer service inquiries is no longer in use; we primarily communicate via email.
Additionally, we would like to inform you that the watch was returned to you on March 15th at 03:06 PM. Again, we sincerely apologize for any inconvenience caused.
Initial Complaint
02/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company sent a defective watch. Lousy customer service. They then insisted that I pay a great deal for the return label. It is also impossible to get through to customer service
Business response
02/20/2024
This customer made a purchase on 02/06/2024 and initiated a return through our online portal on 02/20/24. However, our standard return policy entails that the customer is responsible for reshipping the item at their expense, after which we will conduct a thorough inspection. Should the product indeed prove to be faulty as described, the said customer will be duly refunded their shipping fees. A full refund will be made if preferred over a replacement, but the returned merchandise must be in its original condition and accompanied by the *** form.
Customer response
02/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The offer to only refund return shipping if they decide the watch is faulty leaves too much open-ended. Their policies are out of synch with today's norms and industry standards and unacceptable. I feel that it will be too easy for WOW to claim that the watch works perfectly.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
02/27/2024
Our return policy is carefully designed to uphold fairness and consistency for all our valued customers. Unfortunately, we are unable to make individual exceptions or adjustments to our established return procedures. As outlined in our standard policy, customers are responsible for covering the reshipping expenses of their items. Upon receipt, each product undergoes a thorough inspection. In the event that any defects are identified as described, customers will promptly be reimbursed for their shipping costs. Opting for a full refund instead of a replacement is indeed a viable option, provided that the returned merchandise remains in its original condition and is accompanied by the completed RMA form. It's important to note that any returns MUST be initiated within 30 days from the delivery date. Additionally, a link to our return policy is included in the link: ***************************************************************
Initial Complaint
12/27/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a watch for express delivery the next day it has still not arrived the company does NOT return Calls or Answer emails. I paid through Amazon pay which I thought added extra kudos to this company but I now can't help thinking this is a scam or a con.
Business response
12/27/2023
After conducting a comprehensive review of the order, we have identified the issue: the customer placed their order on Friday, December 22, 2023, opting for next-day air delivery. We recognize that our system provided an inaccurate estimated delivery timeframe. To rectify this, we would like to extend the offer of a full refund to the customer's original form of payment if he would like to return the item purchased or a 50% discount on the delivery fee if he chooses to keep the item. Consequently, the customer will receive a refund of $14.99 to their original payment method.
Additionally, you he should be receiving his delivery on Thursday 28th December,2023. See attachedment for details.
We understand the frustration this may have caused and want to assure you that your satisfaction is of utmost importance to us. We appreciate your business and sincerely hope for the opportunity to better serve you in the future.
Thank you for your understanding.
Customer response
01/02/2024
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 and the matter has been resolved. I have not received the refund as yet but I'll keep an eye out for it

Sincerely,

***************************
Initial Complaint
05/25/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 08,2023 I ordered a watch with express shipping and handling .As of May 24,2023 I still have not received the item. When I checked my order status it stated still processing order .I have tried contacting world of watches by phone and have sent an email to resolve this issue,
Business response
05/30/2023
Upon conducting a thorough review of the order, we have identified an issue where the item requested by the customer was no longer physically available in our warehouse. Consequently, we took the initiative to source the product from our reliable vendors, which unfortunately resulted in a delay in the overall process.
Regrettably, during this extended period, your card payment authorization expired, leading to the declined transaction. In our attempts to resolve this matter promptly, we made several attempts to contact the customer on 5/16/2023, 5/18/2023, and 5/22/2023 respectively, requesting updated card information.
We sincerely apologize for any inconvenience caused by this situation. We highly value our relationship with you as a valued customer of World of Watches, and we are fully dedicated to providing the highest level of customer service. We would genuinely appreciate your understanding in this matter, and we eagerly anticipate the opportunity to continue serving you in the future.
Thank you for your continued support.
Customer response
05/30/2023
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 and the matter has been resolved.

Sincerely,

*********************************
Initial Complaint
05/18/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order on their website on May 8th, 2023 and the watch said the shipping would be 3 days. I never received the watch so I called them on May 16th, 2023 only to be told that the watch wasn't in stock when I ordered and paid for it. The watch hadn't been shipped so I informed them that the watch was for my brother's birthday which is on May 16th, 2023. I asked if they would over night the watch to me since the mishap was on their end and since no one reached out to me to make me aware that the watch wasn't in. I was berated, yelled at, over talked and told that if I wanted the watch to be shipped over night that I needed to pay a whopping $40. This company is not reputable and they only have 3 people that work in the customer service and they are the worst in the world at giving get service.You are not valued at all and the people in customer service over talk you and had the nerve to hang up the phone in my face. I have recording of all the interactions.
Business response
05/18/2023
After reviewing your order, we have identified that the item you purchased was not physically available in our warehouse at the time of your order. Instead, it needed to be shipped from one of our trusted dropship vendors. Unfortunately, this additional step in the process has caused a delay in the shipment of your item.
We sincerely apologize for any inconvenience this may have caused you. We understand the importance of timely delivery and regret that we did not meet your expectations in this instance.
We value your business and hope to have the opportunity to serve you better in the future.
Customer response
05/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I would like a manager to call and speak to me and address the voice recordings of the rude customer service people employed by **************** and how they handled this situation completely wrong.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/18/2023
After reviewing your order, we have identified that the item you purchased was not physically available in our warehouse at the time of your order. Instead, it needed to be shipped from one of our trusted dropship vendors. Unfortunately, this additional step in the process has caused a delay in the shipment of your item.
We appreciate your message regarding your concerns, and we sincerely apologize for any negative experience you may have had. We take your feedback seriously and are committed to addressing this matter promptly and effectively. To ensure a timely resolution, please find our contact information below:
Phone: ************** **************** Hours:
Monday to Thursday: 10:00 AM - 6:00 PM EST
Friday:10:00 AM - 5:00 PM EST
Please feel free to reach out to our dedicated customer service manager at your earliest convenience. They will be ready to listen to your concerns and work towards a satisfactory solution.
Additionally, please note that we have already issued a credit for the original amount on 5/15/2023 9:46:20 PM (the Refund *******************************.
At ****************, we hold ourselves to the highest standards of customer satisfaction, and we value the opportunity to make things right. Thank you for your patience, and we look forward to resolving this matter with you directly.
Initial Complaint
12/09/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for 2 watches and was immediately charged. One watch shipped 2 weeks later,but the other has still not shipped. The company does not reply to emails and never answers their phone.
Customer response
12/24/2022
Better Business Bureau:

In reference to complaint ID ********, I have not received a response from the business; however I did receive my order and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
10/28/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a ************************************* Model ***** watch from World of Watches (WOW) on 11/26/21 for $3,142.98 (Order #**********). The 3rd time I wore it was in March 2022 and it would not keep time and would occasionally stop unless gently shaken even when fully wound. I requested and received a warranty service request (#******) and returned the watch on 4/8/22. I received an email from WOW on 4/25/22 that it was received. I waited 12 weeks and contacted them on 7/19/22 via email and was advised the next day (7/20/22) that they would reach out to the service center for an update. On 7/25/22, I sent another request and on 8/15/22, I was advised by "***** S" that the parts should be in within 1-2 weeks. On 9/13/22, I requested an update. On 9/15/22, I was advised that they would reach out again to the service ***** On 9/28/22, I sent an email explaining that it had been over 22 weeks since I sent the watch and over a month since when I was told the parts would be in without any further update. No response from WOW and I sent another email on 10/11/22 (6 months after the watch return) requesting a response. I then sent a 3rd request on 10/22/22 requesting a response and have so far not received any correspondence. After multiple written email requests without any reply, I feel that I am no closer to getting my watch repaired after considerable time delays. I feel that more than reasonable time has been provided for this watch to be repaired. Due to lack of any additional information, I can only assume that WOW has experienced difficulties in having the necessary repairs provided. Subsequently, I would like to receive a full refund of the original $3,142.98 amount paid for the watch or an equal replacement if it is not repaired and returned within the next few weeks.
Business response
03/30/2023
Customer purchased their watch on November 26,2021. On April 7, 2022 they contacted us to inform us their watch was not working properly and requested a service request on their watch.

The watch was received by our service department on April 27, 2022 and was submitted to our repair center. Per our service RMA form it states that The warranty service process *** take up to 8 weeks or even more. On August 8, 2022 our service manager indicated the parts were received and would take an additional 2-3 weeks to repair.

On September 15, 2022 the customer reached out to our customers service department and asked for an updated status on their watch. **************** reached out to the warranty center for a status and were informed that the watch had a manufacturers defect and unfortunately could not be repaired.

A store credit code for the full value of their original purchase was emailed to the customer on November 16, 2022. We cannot refund to the original payment as the item was not eligible for a return. However a new item for that full value can be purchased using the store credit provided to the customer.

Detailed correspondence history and service forms are attached. Our full warranty and return policies can be found at the following links in the *** section of our website.
**********************************************************
***************************************************************
Customer response
04/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I remain dissatisfied with the business resolution to the warranty repair/replacement. When they could not repair the watch, their remedy was to provide store credit for a different watch. I really didnt want a different watch. I either wanted the same watch repaired or replaced. If this was not possible, a full refund is not unreasonable. Their Warranty terms say nothing about providing store credit in the event that they cannot fix a watch sent in for warranty repairs. Either revise the warranty language or provide a full refund or replacement watch of the same kind if the watch sent in for warranty repairs can not be fixed. Simple as that.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
05/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The photos of the scuffed & nicked watch are fraudulent. These are not photos of my watch in the condition when it was returned. I had already uploaded a PDF showing the watch on the day before it was returned (taken on 4/7/22 and the watch was returned on 4/8/22). I've also uploaded original JPG photos (with digital datestamp within the file indicating that it was in fact taken on 4/7/22). The photos do not reflect the damage that World of Watches is now claiming. If requested, I can also produce the original **** Tracking number showing that the watch was shipped one day after my high resolution photos were taken. It would be nonsensical for me to cause this type of damage between the time of the photos and the next day considering that I was expecting World of Watches to repair the internal movement mechanism of the watch and return it. This deception is more evidence of the unscrupulous and dishonest business practices of World of Watches. My watch was in mint condition as I had only worn it 3 times since purchasing at the time of movement failure.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
06/02/2023
Thank you for reaching out to us regarding your complaint ID# ********. We appreciate your thorough investigation into the matter and your efforts in providing additional evidence to support your claim.
The customer had been issued a store credit in FULL for his damaged watch. However, we would like to inform you that the store credit associated with your complaint has already been utilized, as per our records.The credit has been used in full on a new order *********4 placed on 12/6/2022.Two items were purchased with a total price of $3,189.96 + shipping and handling of $14.99. The credit of ($3,142.97) was used and the customer paid the balance of $61.98 for the new order. The new order was shipped via *** 2nd Day Air tracking ****************** and was delivered on 12/9/2022. Please see attached copy of the new invoice reflecting the credit as well as proof of delivery. We consider this issue closed at this time.

We apologize if this information was not clearly communicated earlier. We value you as our customer and want to make amends for any misunderstandings that *** have occurred. If there is any way we can assist you further, please let us know. We are committed to providing the best possible service and resolving any outstanding issues. Once again, we apologize for any inconvenience this situation has caused. Thank you for your understanding, and we look forward to the opportunity to serve you better in the future.
Initial Complaint
09/08/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered ******* from this website and paid for 2 day shipping on September 3rd 2022. I have attempted contacting the company via email and phone and haven't been able to speak with anyone or get an idea where my order is. I would like a refund for the 2 day *** shipping and if they haven't already sent the order then a full refund for the order.
Business response
03/30/2023
I have reviewed the buyers complaint in detail, however the item they purchased was listed as Usually Ships In 1 - 3 Business Days at the time the order was placed on September 3, 2022. Expedited shipping starts from the date the order is shipped, not when the order is placed.

The order was placed after business hours on 9/3/2023 and was shipped out via 2nd Day Air on 9/8/2022 and was actual delivered 9/10/22 at 2:36 pm. Please see proof of delivery attached.

Per our shipping policys which are available in the *** section of the website, All orders may be subject to 1 -2 business days order processing. Expedited shipping methods start from when order ships. Please see site for additional shipping rules.
*********************************************************************************
Initial Complaint
08/01/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I returned a watch using the label and RMA # provided by the company and they received it onJune &( see tracking label ***** confirmation). I have called and emailed and have yet to get a response about when I will see the credit to my credit card
Customer response
08/04/2022
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 and the matter has been resolved.

Sincerely,

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

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