Review Time
I've been using Cluse since they opened. Bought many watches and referred many friends and family. Back then, I never had to send watches back but for my last order I had to! That is when the nightmare started. I sent the watches via royal mail they cleared customs but the warehouse did not receive them on their end, so watches were sent back to me. Telling Cluse this they told me to send them via ups (terrible company) as this is what they preferred. On doing so I noticed it hadn't cleared customs. I did everything possible but Cluse also needed to contact Ups and fill a form. They did not. My parcel was lost and nobody took responsibilty. The only person out of pocket was me. I lost money twice in returns process which clues would refund me but since they never received the package I lost watches and all my money! Absolutely disgusted they have robbed me ! A company making thousands but have no value for the customers at all. They just washed their hands of it completely. Will never use again nor refer anyone.
I purchased a watch for my daughter’s birthday in August 24, I just found out that the strap is too short and tight on her wrist, I contacted customer service to ask if they had additional links or longer straps, I received a prompt reply with (Unfortunately, this strap cannot be extended with additional links. We also currently do not have a strap available that fits a Fluette where additional links can be added) I replied asking if I could return the item as its not fit for purpose, the reply was a no. I am very disappointed with the outcome and no alternatives offered, so anyone with thick wrists do not bother purchasing a watch from Cluse
One of the straps on my backpack broke and I bought it over 2 years ago so I knew it was out of warranty. As I really like the bag and its quality/design, I wanted to buy a new one and asked for a discount code. Tom from Customer Service gave me the code without hesitation and I bought a new model which arrived within 2 working days. Great service and product that I recommend!
I requested a return and sent the parcel to the address provided by the company, yet the warehouse failed to collect it, resulting in the parcel being sent back to me. Despite paying £13 for shipping, the company refuses to take responsibility and is now demanding I resend the parcel at my own cost. They have provided weak excuses, such as the warehouse not being able to pick up parcels and claiming the invoice wasn’t attached, which it was. To make matters worse, they’ve stated that if I refuse to resend the parcel, they will simply close the ticket without offering a solution. This is unacceptable and highlights a complete lack of professionalism.
The review is not directly linked with the product received but rather the misleading information in Cluse website about the shipping cost. Although when completing the order, and declaring the delivery address (CH), the shipping cost was clearly displayed as FREE, I was surprised when received an invoice by ups for the delivery which was 35% of the product cost! I contacted Cluse customer service (providing the evidence from the order displaying FREE shipping) and the response received was that the delivery country was not within EU therefore extra charges may occur which they cannot predict and this is included in the terms & conditions fine print. It is understandable to have a cost for delivery outside EU but it is misleading to the consumer to display ‘FREE shipping’ after the address is declared and not to inform about the extra cost in advance so the costumer can decide on the purchase. I have made multiple purchases outside EU and it was always clear when a cost would be added for delivery or if declared free it was indeed free!
Great Customer Support!My watch had a defect after some months of daily use and Cluse replaced the item under warranty with a brand new one immediately after confirmation of delivery address. Correspondence was really quick, clear and kind.Thank you very much! Totally recommend
Great watches at a great price!Bought some watches for myself and my relatives and honestly we all loved them. They still work super well to this day and are very pretty and fashionable.Regarding the delivery, they were super fast and had no issues whatsoever. Greatly recommend!
customer service, ie to be more specific Mr. Tom from customer service was great. First, I was surprised at the quick response (I received a response to my email within 10 minutes). Another thing is the way of access and communication, which was at an enviable level. I received exact instructions on what to take pictures of and what information to send in order to fix the problem. Problem: After a short period of use, my backpack cracked a little at the junction of the shoulder straps and backpack. Tom pointed out possible reasons that could have affected it, but after I told him there were no such reasons he immediately accepted it and offered to send a brand new backpack and accept the warranty. The new backpack was sent quickly and we are very satisfied. This was really easy to do, and kudos to customer service, especially Tom :) thanks again so much!
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