“I've purchased 4 Stuhrling watches in past two years. 1 in great condition. 2 broke in first year, under warranty. 4th wasn't nearly what we thought we were buying online.. sent back for full refund. Decided to shop elsewhere. You charged me $20 for each warranty service, which should have been at your expense. Thanks, but no thanks.”
“not really happy with the watch, I made a mistake to get it , I put it on my wrist for half an hour just to see how looks and I understand is not what I like . I try to return the watch but on the return policy it is saying to be 100 % new. I Will Never Buy a watch on line .”
“The getting experience was fine. It’s the returning experience when sent the wrong product that has been very painful and not recommended. An expectation that I’m doing all the return work in 2019, is out of date with contemporary service experience. Take accountability, do everything necessary to fix the error, get a good review. It isn’t hard but apparently it is. Let’s see if you publish this response.”
“I purchased the Legacy 977 hand-wind Skeleton, delivery took 18 days but when arrived it was presented well and a great looking watch - pity it didn't work. Followed return instructions (only 4 days to return, costing me $60 NZD) then another 17 days for new watch to arrive. New watch works well but disappointed that an original $197 NZD purchase has now cost $257 NZD by having to return a faulty product, not impressed! Perhaps returns on faulty products is something the Customer service/support team should be looking at. Watch itself - 5 stars, service 2 stars.”
“The first watch was great so I bought another watch and it does not work. I emailed them to ask what to do and they emailed back a copy of the instructions. This explained nothing. Great watches but customer service leaves much to be desired.”
“I have purchased 2 watches. The first watch worked fine and I still wear it. The second watch didn't keep time. This occurred within the first 30 days, therefore, within the 30 day return period. I returned. 14 days later, still no refund. Sent 2 messages to customer service and no response.”
“When I bought first watch I was impressed with the look and style. I new I would continue to purchase watches from Stuhrling. Well when I bought my second watch it stopped working after a few weeks. I understand that these things happen, however, the process of getting product repaired is awful and the customer service behind it is just as bad. I had to mail the watch back at my expense even though the product was faulty. I sent it two week ago and still do not know where it is or the status, there is no follow up with the customer. I have to wait extensive amount of time to be able to enjoy my investment. Customer service is everything in a company and this one failed. I may never buy another watch from here again.”
“I have purchased multiple watches& have never been disappointed. My last purchase I have to say was not up to par. It was a gift & I had to get a new battery before I presented it. Then on day one. One of the leather band keeps broke. I’ve never been disappointed,but this one kind of was. I replied to the survey& appreciate your follow up.”
“I am happy with the my new watch itself. However my initial experience was very poor. I was charged a significant amount of duty to get my watch, which I understand was out of your control. However, a message indicating that duty would be charged on top of the listed price would be courteous.
Also, please indicate which currency the cost of the watch will be charged in. Also courteous.
Finally, I was sent the watch with a dead battery. Which meant I incurred an additional cost of $10 for a new battery and had to go to the trouble of getting it replaced. Not the way I wanted start my experience with a new watch.
If there is anything that can be done to help fix this poor experience, that would be great.”
“Bonjour,
La montre que j'ai offerte à ma fille pour Noel ne fonctionne plus. J'ai vérifié la garantie mais l'envoi se fait au états unis avec un cheque de 20 dollars. Je vis en France et je pense que si je fais un cheque de 20 dollars cela ne fonctionnera pas. Quelqu'un pourrait il prendre contact avec moi afin de résoudre mon problème car je ne suis pas contente de cette marque et de son service après vente.”
“when i went to pick up my goods at the post office i twas told to paid an extra$26.55 expedited parcel which i never asked for it.
Called your help desk and confirmed the parcel is not expedited and they will look into the problem, week gone by i hear from no one”
“My first customer experience with Stuhrling was very positive as a customer service rep told me that they were able to track down one of the watches that I had wanted to get my boyfriend as a Christmas present. After assuring me that there was one watch remaining, and sending me a specific link to purchase the watch that I wanted AND receiving a shipping notification for that watch, I was contacted again by the customer service representative and was told that "the watch I had chosen was out of stock". No apologies were made until I pointed out that this mistake was on Stuhrlings end, and not mine. I then had to send multiple emails to finally purchase a different watch. I did not find that the matter was resolved in a timely manner at all, nor did I feel that very much was done to make up for the mistake. I was overall quite frustrated with the situation. Stuhrling has beautiful products. I do not regret purchasing the watch that I got, but I was not impressed with the process of purchasing and receiving the watch.”
“I order my husband an anniversary chrsitmas gift hoping to get it on time. As I had to have it shipped through skybox I ordered it real early. I got the order only to find out they sent the wrong watch. After I had to pay additional shipping I had to go back to UPS and pay again to ship it back as they only sent ground shipping for me to send it back which doesnt help. They sent another order which I again wil have to pay shipping charges on and its now passed christmas and anniversary. real disappointing that the order was incorrect, double the amount had to be paid and the occassion ruined with no attempt to resolve”
“Dear Marc Ricci,
Thank you for reaching out to me for giving feedback against my order dated 16-Nov-2018. It's been a month and a day and I haven't received the parcel as committed. I know it's not your total fault, but a part of it belongs to your responsibility that you selected the very bad service provider of DHL-eCommerce. Their Vietnamese partner - VNpost is totally awful. The shipment has arrived around Dec 07, but they can not clear the parcel and tried to challenge me now. One of my colleague who I recommended to purchase in your website and he could receive it now and even faster than my order. He also complained alot of the DHL-eCommerce services.
Within a day or two, if I don't receive the watch, I shall request my full refund with the interest rates if applicable for this late of delivery from you.
Thank you for your kind understanding this and looking forward to hearing from you.
Best regards,
Binh Le/84777220881”
“My husband loves his watch so much that he wore through his leather band. I ordered him a new one, not realizing that I had purchased the wrong size band. I wrote customer service asking if I could simply exchange the leather band for the next size up and was told that all band sales are final— no exchanges. My husband is in the military and we live a busy lifestyle. We don’t have time to mess around. Now he can’t wear his favorite watch that I gave to him while we were dating and we have a useless band sitting next to the watch due to a simple sizing mistake. Terrible.”
“The overall performance of those watches that I have bought from Stuhrling are very good and should be at least (GOOD STAR showed above), the POOR STAR is for the Customer Services of Stuhrling.
The Customer Service is also a vital item to make the brand more outstanding from the competitors. I have a bad experience and still not yet resolved.
I bought two watches as a birthday gift to my close friend on 25/07/2018 with all details filled (can be checked from the confirmation email), but the shipment was returned to the exporter for the incomplete address (as I checked from the local postal distribution centre), the item was arranged to ship to me through DHL and now the tracking is already returned to Europe.
I wrote total 3 emails to Stuhrling from your web page but only replied me once simply that the shipment is on the way to me. It is frustrated that the response is so slow and not further track weather the fault is made by Stuhrling or anyone else. I am still waiting and the birthday gift cannot be given on time or I have to take other gift instead. I would suspect the fault is made by DHL for the information from Stuhrling are full and correct.
I don't know what to do now, a refund is MUST and have to buy the items again.... really frustrated and disappointed. By the way, my order number is #692157.”
