“The watch is amazing. The order experience … not so much.
I preordered a watch in August with an expected shipment for November. November rolled around and I was excited. Nothing came. I understand logistic issues, delays, etc. Especially around Black Friday, but nothing came.
Not a watch. Not even an email to let me know how things were going. Not even some sort of explanation/expected delivery update.
Early December rolled around and I emailed customer service for an updated ETA. The answer was that it should come that week or the next and then parcels would be shipped.
Waited two weeks. Still nothing. Emailed again to be told the same thing. Merchandise would arrive soon, and then be shipped. Nothing addressing the past email with the same response. When I pointed it out and asked to possibly change my order the answer came positive but extremely dry. Overall no real apology, empathy, or even understanding.
The tone and experience made me feel a bit like I was an annoyance to have an update for an order with several weeks delay on the original ETA.
In the end I was so busy I didn’t change my order and was lucky enough that my watch arrived on Christmas Eve.
I work in CX and understand that lots of things are out of Customer Service’s hands but this is a situation that, if addressed properly, can make a customer loyal for life. Sadly … they failed spectacularly.”
“I just received my Xeric Halograph III Chrono and I am very satisfied with it. The design is super original, which is what motivated my purchase. Bravo to the brand which succeeds in uniting quality and originality.”
