Phil H.

When enquiring about watches I got a number of quick responses from "David." The watch I ordered showed "in-stock." I expected the watch to arrive the next day or the following at the latest. I then emailed sales and support each day for a confirmation of delivery date but have never received any reply. I also tried calling but just get their answering machine where I also left a message. This is worrying - guess it's time for some action...

UPDATE: Done some digging around and qpjewellers.com and sunglassesden.com may be the same umbrella company. All are in Rotterdam House, 116 Quayside Newcastle Upon Tyne. I tried all the telephone numbers and I get the same message. I found xscommerce.com share the same address and tried calling them - and surprise surprise got an answering machine. Doesn't look good.

UPDATE 2: Some questions:
1. Why is the post that was there this morning from Matt Silversides now missing?
2. I sent a question about a watch to watch33 this morning from a email address and name I created (I didn't want to use my own as this gets ignored) and I got a reply almost immediately from David. Why do they have time for new business but not for existing customers?
P.S. I have copied the promise and commitment that Matt made in getting their act together - if requested I will post it here.

UPDATE 3: Another week has gone by and despite numerous emails, I have heard nothing from watch33. I find it difficult to believe anything they say and if I could, I would cancel my order and rather pay the extra and go somewhere else. It's not worth the frustration, delay and concern. What do we do if we do get our watch and something goes wrong with it? Sent it back to watch33?

UPDATE 4: Just when I thought all was lost; I got en email from Matt.

"Thanks for your enquiry. The warranty period begins the day the watch
Arrives at your door. During this period if there are any defects in the
Movement, simply contact us and we will arrange for the watch to be
Returned and repaired completely free of charge. We operate by exactly the
Same policies as the watch manufacturers' warranties. We therefore do not
Offer repair on watches with cosmetic and "wear and tear" surface damage
Due to everyday use, broken crystals (glass watch face), scratches, dents
Or breakage that occurs after the watch has been received.

We are still awaiting correspondence from our Tag Heuer vendor regards an
ETA. When we have to order stock in at this time of year there can be a
Slightly longer wait than normal, but we contact our vendors on a daily
Basis and any ETAs are relayed to the customers. I will let you know as
Soon as we hear anything from them. The option is always available for a
Full refund if you'd prefer not to wait.

Kind regards,

Matt
WATCH33.com"

Also:
"With respect, you are one of several hundred customers that we are dealing with on an individual basis. The alternative would be to use a
Copy-and-paste technique, but we would prefer to cater to each customer on a constructive basis rather than a dismissive one."

I went with the refund - Matt's response:
"No problem. Your card has been issued with a full refund of £1,256.95.
This may take up to two days to appear on your card statement. Your refund transaction code is REFPH..."

My final response to Matt:
"I worked for a Financial Institution and we to comply with the FSA guidelines and level of service. If any query was not dealt with in 48 hours there was hell to play. It was all part of the ethos of "Treating Customers Fairly." Internally - it had to be dealt with in hours.

Matt, even a copy and paste would be a reply and some contact and you would have had a satisfied customer - there is nothing more disconcerting than silence, we expect the worse. It would have taken you seconds to reply so I'm at a loss to understand why...

Nevertheless, I hope you can get this sorted. I will update my review in Sitejabber and Watchseek."

That's it from me - good luck to you all...