seriouswatches.com

Dissatisfied with Recent Experience

I've always enjoyed shopping at this store due to the excellent service, but my latest experience was disappointing. This was my sixth order, and I encountered an issue with my item. Upon unpacking, I found a defect on the bezel near the crystal. I documented the issue and contacted the store, confirming that the packaging was intact. However, they insisted I had removed the protective plastic, which could affect the refund. I clarified that while the films had been slightly lifted, I replaced them upon noticing the damage. They then proposed a discount if I chose to keep the item, but I declined. The next day, I received instructions for the return along with their address, but they did not offer to cover the return shipping despite the defect. Shortly after, I was informed that my return had been received, and they mentioned that the return period is 12 days post-receipt, as per EU regulations. They also claimed the protective films had moved, implying the item was not in its original condition, which we had already discussed. After eleven days, I reached out to my payment service to confirm the return timeline, which was accurate. They initiated communication with the store, which I had not requested, and the store later apologized for any misunderstandings. I clarified this with the store but did not receive a response. I did receive my full refund eventually, but the store never acknowledged the defect that led to my return. They need to revise their returns policy; when an item is defective, it shouldn't be such an issue regarding protective films, and refunds should be processed promptly. Additionally, it's unfair to charge for return shipping in cases of defective items. While I have always been pleased with the store and their team, this experience has left me frustrated regarding this specific transaction. Best regards.

Date of experience: Dec 02, 2025