Review Time
I wanted to provide a quick update since my December feedback. A supervisor from the company reached out to me and offered a satisfactory resolution. I appreciate their commitment to rectifying the situation. I'm a loyal fan of this brand and still remain so, although I was let down by the recent interaction. Thankfully, they ultimately delivered on their promise.
I wanted to provide a brief update regarding my December feedback. A supervisor from the company reached out and offered an adequate resolution. I appreciate their efforts to make things right. I'm a long-time supporter of this brand and continue to be, though I was disappointed with the most recent interaction. However, they ultimately came through.
The product is overpriced, which I can accept, but the customer service is unacceptable—slow and rude! I initially inquired about sizing for a replacement watch band and received incorrect information from customer service, which I had to verify myself. I ordered the correct band but received the wrong item. It took over a month to get a refund, and they did not return the $25 for postage, even after admitting to sending the wrong product. I ended up buying a quality band online for a much lower price with free shipping! Only purchase if you absolutely must and are near a physical store.
I bought a bag from the company and was supposed to receive a 10% discount for first-time purchases. The discount wasn't applied. After sending an email and waiting three days with no reply, I called and spoke to a representative. I was told that new arrivals are not eligible for discounts, which was not mentioned in the offer. Management refused to address the issue, making this a very disappointing experience for a first (and last) time buyer.
I sent my watch to the company for repair because it wasn’t functioning. I also inquired about wristband options, and while they sent me some choices I didn’t like, I didn’t respond. Because of this, they did nothing to repair my watch. A month later, when I called to check on it, I was told they would get back to me in 48 hours, but no one did. I called again and learned that the repairs had been delayed due to the wristband email. This is an unbelievable mistake. I would not recommend purchasing these watches—service is the worst.
I've had an $800 watch from the company for several years and was very happy with it until recently when the crown fell off. I took it to a local watch repair person, who said he could fix it if the company would send me a new crown. When I called, they said they do not send out parts due to concerns about fake products. I have a receipt and the watch has a serial number, so they could verify it’s not a fake. They insisted I ship it to them for repairs at my own cost. I will never purchase from this brand again. As a retired federal judge and law professor, I rate their customer service an F, though the representative was very nice, so I give her an A+ for her demeanor. I'm extremely disappointed.
I’m just hoping this might prompt a response from the company. I ordered a watch on August 5th, which was shipped on the 9th. Living in the UK, it was sent via 'express air.' It's now August 22nd, and I still have not received it. I've emailed customer care several times with no response. I'm sure their watches are great; I just wish I had mine. Update: five days later—still no watch and no communication from customer service, though I keep receiving sales emails.
I bought a clock from the company in Denver two weeks ago and took it to Germany. I searched their website but found no instructions on how to set the time since the 6" clock has a closed case. Also, there is a missing screw on the back of the clock. This is disappointing, especially as I was considering buying an additional watch for about $4,000 at the store. The quality of production does not seem to match what the retail staff portray. Lastly, the clock states that the movement was made in China, not in the USA. While the clock looks nice, I should have done more research and will not buy from this brand again.
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Shinola is an American luxury goods brand based in Detroit.
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