i only discovered that the glass bottle of my supplement was broken after 3 months of the delivery when i reached out for a new bottle as i had finished my current one. i wrote to the Watsons customer service and was told about the 7 days return & refund policy. i explained to them that the box was nicely sealed without any dent which raise no suspicion that the glass bottle within was already broken. i have been purchasing this item from Watsons for a few years and had never encountered such issue and hope that they can make an exception. Well, i was glad that they approved on an exchange with new product as one-time goodwill arrangement. i felt that i am a "valued" customer (Elite member) initially... But, thereafter, they wrote an email saying their store and warehouse are out of stock for the mentioned item. Hence, they are checking with other relevant dept if they are able to provide Return & Refund for customer as i have received free gift from the order which they need to do further review. i was sad, shocked and disappointed to hear that they were reconsidering on the exchange which had been agreed. i wrote to them that the mentioned "free gift" is actually a byproduct and is still unopened. i offered to return to the "free gift" to prevent revocation of the exchange agreement. Fortunately, they agreed and i was told to return the items to the store within 4 days and they will process refund via auto generated e-Voucher in 7-9 working day thereafter. It is my bad for not opening up every single boxes to check upon delivery causing so much inconvenience to myself. If you are like me, not checking items, inside & outside, upon delivery... please do so ...i realized that i am not a valued customer as an elite member after all. It is time to move on...
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