Spade & Co

Hi Ruth, thank you for taking the time to write all of this out. We're sorry the watch wasn't the fit you were hoping for. To answer your last point first: yes, we do give refunds. Every order is covered by our 30 day guarantee, and once your return reaches us we process the refund back to your original payment method. If you have the tracking for the package you sent back, send it over and we'll follow it through for you. On the ads, the app that pairs with the watch is made by a third party, so those ads are theirs and not ours. We know that isn't a great first impression and we've noted it. The same goes for the paid options you saw in the app, which sit with them rather than with us. For the alarms, timers and messages, some of that depends on how the phone is set up rather than the watch itself, and it works differently across phones. That's easier to explain directly than in a review reply, so we're happy to walk you through it if you'd like. You can reach us at [email protected] and we'll pick it up from there. Spade & Co Support

Hi Sheila. Thank you so much for this, and for sticking with us across 2 watches. That really means a lot to our small team. We are so glad the battery life and taking calls on your wrist have been working well for you, and we appreciate you passing us along to your friends and your daughter. We are sorry the white band is letting you down. If the black and rose bands sit snug and the white one does not, that is on us to look at, so we have flagged it with our product team. We have also sent you an email so we can sort out a replacement band for you. Warm regards, The Spade and Co Team

Hi Terry. Thank you for the review. Keeping the price fair while still making something that holds up day to day is the balance we work hardest at, so it is good to know it landed that way for you. If anything ever comes up, or if there is something you would change, email us at [email protected]. We read everything that comes in. Spade & Co Team

Hi Nancy, Thank you for the review and for taking the time to explain what felt off. Both of your points are fair. On the sleep wording, you are right. Being awake for a stretch during the night is normal for a lot of people, and the label should not make it sound like something is wrong. We have sent your suggestion over to the app team, and "High" is a much kinder way to say it. On the lag, your watch holds the data and sends it across when the app is open and connected, so opening the app and giving it a few seconds usually pulls everything through. If it still feels slow after that, email us at [email protected] and we will go through your setup with you. Thanks again, Nancy. Feedback like this is how the watch gets better. The Spade & Co Team

Hi. We appreciate you raising this, and we want to answer it properly. Our returns process is straightforward. Customers have 30 days to send a watch back, and the refund follows once the warehouse checks it in. That is how it runs day to day. It did not run that way here. Your watch came back to us and the refund did not follow as it should have. That was an oversight on our side, and it was ours to catch. We have taken it to our manager and gone through it with the support team, and we have tightened how returns are tracked from the warehouse through to the refund. The refund was sent on July 21. Anything still outstanding, email [email protected] and we will come back to you the same day. Spade & Co Support Team

Hi Connie, Thank you for the feedback, and we're sorry for how long this took. Your return was received and your refund was issued on July 21. The delay was our error. Your ticket was closed on our side while we were still waiting on warehouse confirmation, so it dropped out of our active queue and you ended up following up far more than you should have needed to. We've flagged that internally so it doesn't happen to anyone else. We've also passed your comments on the watch band to our product team. If anything is still outstanding, please email us directly and we'll stay on it. Spade & Co Team