ComplaintsforWatchmaxx.com LLC

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a watch from watchmaxx.com on November 25th. Upon delivery I put it on and instantly saw some defects, which I notified the business about. I let them know the watch was not functioning properly and was delivered damaged. I was told to place a request for an exchange, which was subject to restocking fees and additional price increase should the price on the site have changed. I had to initiate the request and pry at the business to get them to process the "exchange".This is a completely unacceptable business practice and is predatory in nature, as they did not fulfill their obligation of delivering a functioning watch. The business is adamant that this is the route that is taken to deal with this issue, and I believe this goes against consumer rights. Can you please assist?

  

  Business response

  12/15/2022

  Hi ****,

   

  I reviewd all the email comunication you had with our reresentivitve and we agreed to exchange the watch once we reveice this back. We did not mention anything about a restocking fee?

   

  reagrds,

  ***

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/14/2022 I ordered a ******* watch model number ************ advertised on their website for $1500 . On 11/13/2022 I received a ******* watch Model number *********** . I called them a told them of the problem and was told to send a photo of the front and back of the watch and it would be replaced. When I spoke to them on 11/25/2022 they told me it was the same watch and if I don't want the watch return it. All I want is the watch with the model number I ordered. I did see the one I ordered advertised for a $2295 on their web site on 11/25/2022.

  

  Business response

  11/28/2022

  Hi *******,

   

  as you emailed this morning "   After speaking with you a few times I called ******* watches and they told me the watch model MW06G1A1018 which you sent me is sold as the watch only without the band. I am inclosing a photo they sent me. I do not want a refund all I want is the watch with the model number I ordered. I do see it on your website today but at a higher price.
  
  **************************************; "

   

  The watch we shipped you is the watch you ordered as you stated above that ******* confirmed it, as seen in the above email you sent us this morning.  The way ************************* watches is, there is a model number for the head and a model number for the bracelet.

  Please let us know if we can further assist you.

   

  ***

   

  Customer response

  01/27/2023

  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:

  [Your Answer Here]

   The watch still has a different model number and its not the model I ordered. You still advertised the watch with the model number I ordered on your web site bot at a higher price. the list price tag on the one I received was $1895 the list price on the one I ordered is $2295.  Not the same.

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  02/13/2023

  The manufacturer - ******* - sells watches in 2 parts, the head, and the bracelet or strap. - there is a retail price and model number for both parts separately, but once combined the model number and retail price are exactly what the customer ordered and exactly what the customer received

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a fake luxury watch that was tempered with. I have proof via email where *** asked them prior to purchasing the item if the diamond bezel on the watch is original and they said yes. Emailed attached at the bottom. When I received the item, it was clear that the lied. Now they are saying just bc they added the diamonds afterwards themselves it doesnt make it fake!!! Is that a joke?! Upon confronting the seller they hung up on me and upon return, I was charged a hefty restocking fee. Been a waste of time disputing it with the cc company. They cant continue to scam ppl and try to get away it! I need a full refund. They cannot lie and sell a fake item and upon return charge a hefty restocking fee on top of it.

  

  Business response

  06/19/2023

  To Whom it may concern,
  As the manager of WatchMaxx.com I just came across this complaint that was never answered.First I want to apologize for not answering this complaint in a timely manner, the watch purchased is an authentic watch with our own custom diamond, I apologize that we werent clear enough and would like to make it up to you, so you think differently of our company. We are truly sorry.

  ***

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a quote to sell them a Oris watch In the middle of may. They sent me a quote back saying they had a buyer that would give me a ranger between ****-1250 dollars and I needed to send the watch In for them to see it and I would get an email with a final offer. Over 2 weeks and multiple emails later, I finally hear back from them with an offer. I agreed to take the **** and gave them the address to mail the check and asked for a confirmation and tracking number for the check. I hear nothing for 3-5 days. I send another email and ask for help and wanting to know when they will be mailing the check. I received an email back saying it was mailed that day. I once again asked for a tracking number and confirmation. I hear nothing I sent 2 more emails and nothing. I am beginning to feel as if they stole this watch from me and are not going to pay me. All I am asking for is the money that I am owed. Why is it so hard to communicate? This gives me the uneasy feeling of a scam.

  

  Business response

  06/23/2022

      We apologize there was a bit of a delay with customers trade in process.

  
    While we do strive to make the process as simple and smooth and efficient as possible we do have to involve a third party which can sometimes cause delays.

  
    A check was processed through our bank on June 13th, the customer should be receiving it within the next couple of days.

  
    I have attached proof of the check being sent from the bank.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction:2/12/2022 Amount of money:Loan Affirm $5428.88 Business committed to provide: **** and ******************* Dial steel Mens Watch Nature of dispute:I tried to contact the company and they answered saying that they would supposedly fix the shipping address. When they did the order with the wrong shipping address I tried to call them and email them.I contacted the police.The order was shipped to the wrong place.I went to the person who supposedly got the package and they told me they did not received it. When I rechecked my order it states that they need to sign the paper and it was confirmed it seems the people have it but dont want to give it to **** also filed a report to UPS.Solved or not: The business has not tried to solve the problem.Order:****** Tracking number: ******************

  

  Business response

  04/28/2022

  For security purposes, all orders need to be placed through our website, we don't take orders over the phone.

  The customer placed the order on their own which means they entered the shipping information.

  We understand that mistakes do happen. Therefore, we work with the customer to the best of our ability to correct the error. 

  The customer reached out once the package had already been delivered. Unfortunately once a package is delivered there is nothing we can do as the shipping carrier no longer has the package.

  In an effort to assist the customer, we filed a claim with **** *** denied the claim being that they confirmed it was delivered to the address on file and there was no mishandling involved

  .  
  Had the customer reached out while it was in transit or prior to shipment we could have been able to get the package returned or redirected.

  The customer was advised to file a police report regarding the package theft.
  

  Unfortunately, in this case we cannot provide a refund.  

   

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I *************** Breitling watch from Watchmaxx.com..I made the purchase through Ebay...for total price of $2,898.62 Now when I got the watch it was a bit complicated, so I took it to a reputable watch place near me so he showed me how to set and use the watch, he then asked me if it was new or used. I told him I bought it new, he showed me that it was worn and had scratches on it, he then pulled the band off to show me the manufacture date which was 49/10 (Dec 2010) So this was an 11 year old watch..that was used, I called Watchmaxx and told them what happened and they said that it was a certified watch and they wouldnt do anything for me, I dont have a problem with the watch being authentic, I had a problem with the watch being used and sold to me as new. I asked to return it at first and they said it was past the 30 days and they wouldnt do anything for me. I asked for a partial refund of $1000 and I was told that they wouldnt do that either that is was past the 30 day return warranty...I asked if it was within the 30 days would then be a new watch and not used.. I asked to speak to the manager(*** or **** was his name) and was told he would call me back. After 4 phone calls to them I realized that **** was not going to call or talk to me.They suggested trading in the watch, so I filled out an appraisal form which I was offered $1500. I guess for an 11 year old watch that was a fair price...but I wasnt going to take a 50% loss..All in all WATCHMAXX scammed me and defrauded me into buying an 11 year old watch as a brand new watch...As I see on BBB they have many complaints and they always have an excuse as to way they scam and defraud people as you can see on here....They are not a trustworthy business In the attached picture you can see the date on the watch 49/10 and the letter by the jeweler

  

  Business response

  03/28/2022

  The customer ordered a brand new watch through ***** Watches purchased through **** that are over $2000 are shipped to their authentication team before being sent to the buyer. As per ****'s policy, all watches are checked to make sure their brand new and in perfect condition and working properly. This customers watch passed inspection from the authentication team so **** shipped it to him. It was delivered to him on 09/14/21.

  The customer reached out through **** that he was having some trouble with the watch. He took to a local jeweler who advised how the watch operated. Based on his emails it seemed he still didn't know how to work it.
  He reach out to let us know he would like to return it as he didnt feel comfortable with watch and wanted something easier to use.  Being that it was after the 30 day return window we couldnt accept his return.
  We did advise that he can put in a trade in request on our website.

  The watch is currently registered on Breitling's website. The most a Breitling watch can be under warranty for it 5 years. This proves that the watch couldnt possibly be an 11 year old (new or worn)..
  Additionally, the customer never provided an letter from the jeweler (on signed letterhead) stating the watch was 11 years old. He just typed up his own letter which was sent to the BBB.     
  We attached proof of email communication through *****
  

  We do strive to satisfy our customers as customer service is our top priority however, we do still have to stand behind our company polices.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a complaint about my order (******) of a Cartier Balloon Bleu 28mm. According to *************, it claims that all products are authentic. I got the watch fairly quickly with box, tag and cartier care booklet. I called Cartier.com and another lock authorized dealer of cartier. Both stores told me the paper work regarding the authenticity should also include the certificate of authenticity issued by Cartier regarding when and where the watch was manufactured or made. I immediately wanted to return this watch because there is no way for me to verify if the product is authentic. The serial no on the back of the watch can't provide further or valid information on whether the watch is real or not. I contacted *************. The customer representative claimed that Cartier never provides certificate of authenticity, maybe she can find me something else to prove the authenticity of this watch. I wanted this watch for one day I am able to pass on to my daughter. I don't want to spend years to doubt if this Cartier watch is real or fake. But watchmxx.com charged me 7% restocking fee $353.4. I am extremely furious about this. If the company ever claims their products are real then you should provide all original paper works.

  

  Business response

  01/06/2022

  We state very clearly on our website that the warranty is through Watchmaxx.
   We are not authorized dealers however, all of our watches come from authorized dealers and are 100% authentic and brand new.

  
   The certificate of authenticity is the warranty which we dont provide.  The reason Cartier is saying otherwise, since if the watch would be purchased through an authorized dealer he would receive it. However since we are not authorized we dont provide it.
   The customer also requested the watch to be sized however; the sizing was correct and therefore didnt need to be sized.

  
   Lastly, when we send out our watches we do put on a do not remove tag this is to prevent customers from wearing the watch to an occasion and then attempting to return it
   The tag is put on in such a way that the customer can still try it on.

  
  We do have a 30 day return policy in place. As per our return policy the customer is subject to a restocking fee based on their payment method. 
  *********************************

  
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a supposedly advertised Genuine and Authentic watch from WatchMaxx.com located in Brooklyn **.After the watch arrived we noticed the lock is defective and the watch was not new and perhaps not authentic.We contacted company and they asked us to send the watch for repair which we did .They claim they fixed the watch and sent it back to us however we did not get the watch! The dispute is opened Through our credit card company however after more than 60 days they have not returned our money.

  

  Business response

  01/05/2022

  Watchmaxx had the watch repaired and sent back the watch to the customer signature required and insured.  The customer did not notify us of any issues till two weeks later. 
  Watchmaxx proceeded then to file an insurance claim. Which was unfortunately denied we have  Included the denial letter from UPS.
  Unfortunately we cannot refund the customer in this case. 

  Customer response

  01/06/2022

  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]

  
  

  The item was never received y us or signed by us .

  
  

  UPS item was not delivered to us therefore we are asking a full refund.

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  01/07/2022

  The customer purchased the watch on Aug  ******* on 9 ******* the customer reached  out to us complaining  that the clasp isnt closing.  We did advise her that while this isnt covered by warranty she can still send it back to us for repair.   As  a company courtesy.  We provided the customer  with  a prepaid label. Watchmaxx, received the watch on  October  8,2021  since we were  closed for a holiday.

  The customer received the automated notification that states we received watch and generally repairs take 4-6 weeks depending on circumstances. The customer was frustrated why it takes so long and demanded a refund. 

  We then emailed the customer and we explained as follows
  This email is an automated general email.
  Also please note this issue isn't covered by warranty and the watch is used. We will have repaired at no cost to you and it should be able to ship out by next week latest.  

  Prior to sending back any repair we ask the customer to confirm their address we then send them the tracking information so that they can track the package.  Its the customer responsibility to track the package which is why we provided the tracking number.

  Watchmaxx, was in constant  communication  and did respond  to all of her  emails  and  I have attached  proof of that.  We also advised the customer that we cant take back the watch since it was used  and not covered by warranty this was made very clear to the customer and we covered the repair free of charge. 

  The watch was shipped back to the customer on Oct ******* the customer only reached out to us on Oct ******* saying they did not receive it.

  A claim investigations was filed and after a thorough investigation which they contact the customer and the driver  and check the drivers gps system they have unfortunately denied the claim. 

  Therefore a refund will not be honored in this case. 
  Please read the attachment and see that we were in constant communication as well as the denial letter from **** Also please see our repair policy and return policy which the customer agreed to upon placing their order.  
  ********************************* **********************************

   

  Customer response

  01/11/2022

  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]

   Dear Better Business ******,

   

  We have received The business response and we reject the response .

  The watch was never delivered us after they had it on their custody.

  **** did not deliver this item to us nor the signature they provided belong to us.

  We are requesting for a full refund.

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Cartier watch from WatchMaxx on Tuesday, December 14th. I opted for ACH payment to save 4% on the price. The wesbsite and terms of sale on my receipt gave a 30 day return policy. I wired $17,000 to WatchMaxx on Wednesday, December 15th. They had the money in hours. That night, we received an email saying the terms of sale had changed and it was FINAL SALE, no returns. This made my husband and I nervous that watch was not as described, not new or not authentic. We replied immediately that the NEW terms of sale were not acceptable and we would like our money wired back to the account it came from. Today is December 21st and they are still telling me they are "working on it." I have called several times and asked for a manager and I am always told they are "not available." Do I call the police? Do I hire a lawyer? I really need here. Thank you. I am not asking for a "refund" as I never took possession of the watch. They have basically stolen $17, 000. Please help.

  

  Business response

  12/21/2021

  To Whom it may concern:

   

  we apologize for any inconvenience we may have caused you, we refunded the funds and spoke to the customer.   

  Customer response

  12/29/2021

  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,
  
  *****************
  
  
  
   
  
  

*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. ↩