Unethical Practices
Sketchy business. Operates as CW Watches on WalMart marketplace, part of parent company Redsol Pte. Ltd. in Singapore. Marketplace ad and checkout process did not disclose the item was being shipping internationally or mention any additional fees. If you look up Sol Pte Ltd. on google reviews you will see numerous 1 star complaints about the same issue. Item ended up being held by DHL subject to import/custom fees. Despite the aforementioned, CW Watches asked me to deal with DHL instead of taking ownership. Refused to provide an immediate refund citing their arbitrary internal policy. Sarcastic and misinformed response I received from CW Watches (they shipped via DHL not FedEx): "1.FedEx Service Fee: It seems there’s been some confusion here. The fee you were asked to pay is not an import duty but a service charge by FedEx for clearing your package through customs—on your behalf. Quite convenient, isn’t it? If you’d prefer, you can absolutely skip this fee by personally visiting your local customs office and handling the paperwork yourself. Think of it as a unique opportunity to immerse yourself in the exciting world of customs procedures while saving a bit of money. 2.Invoice from FedEx: Before jumping to conclusions, I’d recommend asking FedEx for the invoice if they haven’t already sent it. They’re usually quite good at explaining their charges, and I’m sure you’ll find their transparency refreshing. 3.Marketplace Ad and Shipping Location: Regarding the ad, Walmart does not mandate that sellers listing products in Canada must physically operate from Canada. Surprising, isn’t it? With today’s global economy, sellers from all over the world are allowed to offer their products, so long as they comply with marketplace policies. As a proud Canadian citizen, you are liable to pay taxes on imported goods—something I’m sure you’re familiar with as it applies to almost everything you purchase. 4.Customs Clearance and Pickup: For the local pickup option you mentioned, here's how it works: after the customs clearance is completed (either by visiting customs yourself or letting FedEx handle it for a fee), you will then be able to pick up the package from your chosen Walmart facility. So, you still have the flexibility to decide which route works best for you. Isn't it nice to have options? 5.Your Concerns About Privilege: While we understand your frustration, it’s important to approach matters with civility and professionalism. After all, we’re here to help resolve your concerns, not to tolerate unwarranted aggression. Policies are designed to ensure fairness for all, not to grant exceptions based on one’s convenience. We hope this clears up any confusion. Please let us know how you’d like to proceed—whether it’s paying the FedEx fee, obtaining the invoice, or heading to customs. We’re happy to support you in whatever way we can, as long as the approach remains respectful. Looking forward to hearing from you"