Defective Watch & Terrible Customer Service
I ordered a watch in December, received in January (retail value £210) and after just a few months it completely stopped working. Despite numerous emails to the seller, I received no reply—until I tried a different email. They replied that they are located in China and first they asked whether I had tried to get the watch repaired at a local shop, if not, then I must send it to them at the address they provided at my own expense, because they are unable to cover the postage costs. They also insist that I declare the value of the package as USD 20 when shipping it back to them, which is nowhere near the truth. Product failure: The watch died under normal use after only after nearly 3 months. Ignored inquiries: My initial emails were simply ignored. Unfair return policy: I’m expected to cover international shipping costs to have a defective item “repaired.” I asked for a full refund or a free replacement, repair (including prepaid return shipping), but was met with poor excuses and zero willingness to resolve. This level of service is unacceptable. I will be escalating through my payment provider and consumer protection agencies if they don’t make this right. Avoid this seller—you’ll end up with a broken product, endless emails, and unexpected costs.