watchfinder.ch

Extremely Poor Customer Experience and…

** Updated - 14th June 2025 **I was contacted a week later, by Rachel, Global Head of Client Relations. Rachel was professional and resolved the matter easily.Further contact with the Watchfinder team was timely, professional and completely satisfactory..Credit due to the team who helped resolve this matter.~~~~~~~~~~~~~~~~Extremely Poor Customer Experience and Aftercare – Avoid Watchfinder.I recently approached Watchfinder regarding the sale of my Breitling watch. Although the final offer was considerably lower than the initial estimate, I understood the process was non-committal and accepted that outcome. However, the real issues began upon the return of my watch.The original proof of purchase was not returned, and the box—which had been sent in immaculate condition—was returned dented and water-damaged. The outer packaging was completely intact, indicating this damage occurred while in Watchfinder’s possession. I contacted them immediately and while they were initially apologetic, their response was slow, uncoordinated, and unsatisfactory after months of emails and phone calls.I had to request compensation (none was offered) to reflect the lost value and/or a partial payment along with a replacement box. A replacement box was promised but never arrived, despite confirmation it had been dispatched. Meanwhile, they withheld any financial resolution while investigating the missing receipt—only to later admit they had destroyed it, citing it as "standard practice" for customer security, despite no sale having been agreed.What followed was a deeply frustrating experience with their aftersales team. I had to chase responses weekly via phone and email—progress was only made when senior managers were copied in. The aftersales relationship manager ignored requests from both me and colleagues, eventually offering a token £150 for the destruction of the receipt and refusing to acknowledge the broader impact of their errors.I suggested a fair exchange based on their average sale price for my model, but this was met with resistance. Rather than address the situation professionally, Watchfinder seemed more interested in profiting from my loss.In short, this company showed a complete lack of customer care, accountability, and after-sales professionalism. I'm relieved I tested them with a lower-value item and didn’t entrust them with higher-end pieces. Avoid Watchfinder at all costs.

Date of experience: May 24, 2025