Everything started when I emailed Oris customer service to report that a strap I ordered had not been delivered. I had to wait four full days for a reply, and despite me attaching the full UPS conversation showing it was lost, the employee (Philipp) simply said, “You received the watch,” completely missing the point. I chased again send the confirmation from UPS about the lost item, and only after another day Philipp aknloledge it without any sorry for the experiece, followed by a refund, without any attempt to resend the strap. On my first message I had clearly asked for the strap to be resent immediately, but this was completely ignored. At this point, I complained, and a different person (Inan) stepped in. He apologised and offered to send the strap with a goodwill gift straight away on them. I appreciated that gesture and even offered to pay if necessary. But the following day, the same employee who caused the poor service from the start Philipp reappeared, and told me to place a new order myself. I escalated the matter to the CEO. One of them, Rolf Studer, replied late at night, apologised, and said that Inan would contact me the next day to resolve it. I expected the obvious: “Your strap has been shipped this morning with a small gift and that would have been the end of it. Instead, Inan’s “solution” was to replce the order. After a week of back-and-forth, involving the CEO, and clearly being a loyal customer (I spent £1,500 on a watch just a month ago and £130 on this strap), the minimum gesture should have been to send the strap free of charge and apologise properly. This is not luxury service. Those are amateurs, and Oris as company is transactional, short-sighted, and entirely lacking in hospitality or luxury feeling. I will never deal with them again.