Shipped out an order with incomplete inclusions. Customer rep answering the phone needs to be trained better on how to handle customer concerns. After a 12-min call, the first person I talked to finally agreed to send the lacking certificate without even apologizing at first until I expressed dissatisfaction. If you’re new to buying watches and have not done enough research on the model, they can easily get away with the lacking inclusion. I received it the next day, but the bad experience can’t be reversed.
While for some, a certificate may be a tiny, insignificant detail (because it’s the watch that matters), customers have the right to full inclusions of the purchase because it’s part of the whole customer experience.
I only had to resort to buying online because this specific model which I really wanted is already sold out in all physical stores.
Otherwise, I personally don’t recommend buying from online. If your chosen model is available in-store, you might as well just go there for better service.
What should’ve been a hassle-free purchase to an inconvenient and unpleasant experience. I hope this can be taken as a constructive feedback to put more attention to detail and avoid such issues from happening again.
