Poor customer service
I have returned a watch as it was faulty, I followed all of the advice on the website, I was advised by someone on the customer service team that they had no more in stock and that I would be refunded. I returned the watch and requested to be reimbursed the postage costs as the watch was faulty. 13 days later I sought an update as I had heard nothing from them, even though the website states they will let you know once they receive the watch. I was told they had received the watch, and after doing some tests they said the watch wasn’t faulty but they would issue a refund. I have requested that the watch is returned to me if it isn’t faulty. It’s been over 3 weeks and I still don’t have the watch or a refund. I’ve spoken to the customer service team and allowed the stated time frames, I’ve requested a supervisor call back (hasn’t happened) and I’ve requested an explanation of what is causing the delay a number of times. Finally, this morning, Charlotte on the customer service team advised the delay was due to managers going through orders that were placed before Fraser Group took over! A very poor excuse indeed, considering they took over in January and my order was placed in March. I cannot for the life in me understand what the delay is, all they need to do is return the watch or issue a refund! Had Charlotte been helpful and not replied with a rude, frustrated email, this negative review wouldn’t be here. Maybe a good coaching point for Charlotte’s TL and maybe now the people in charge may give the customer service team a jump start to resolve my problem!
