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I recently purchased a Miyota/Citizen movement from Essingler.com to upgrade my LL Bean field watch. While the timepiece is not very expensive - perhaps $175 - it has great sentimental value to me as it was a gift from my late father.
Once I received the product from Essingler, it immediately was sent the same day to an out-of-town watchmaker by my local jeweler. I didn't learn that it wouldn't fit my watch until it was returned to me several weeks later despite the fact that the stated dimensional specs were the very same as the current movement in my watch.
Essingler refuses to take the movement back due to both a 7 day return window and a no-return policy on movements.While this may be the company's stated policy, it nonetheless is a bad policy, especially in cases where situational analysis should apply rather than obstinate adherence to black and white rules.
Almost all companies aligned with current market paradigms offer 30 day returns. A 7 day return policy is not only virtually unheard of today but impractical as it puts the consumer at a distinct disadvantage. In my case, the movement is exactly as received from the company - the packaging hadn't even been opened. While I couldn't care less about the $60.00 paid for the item, I feel strongly that Essingler's return guidelines are inequitable to consumers. Perhaps if their web site wording was something like "movement parts that have been opened and/or installed" cannot be returned, this would make a lot more sense.
There is an old business adage that "if the customer feels as if they are being treated unfairly, then they most likely are" Essingler's current BBB rating of 1 out of 5; an aggregate on-line rating of 3.2 out of 5; and many written comments by dissapointed customers clearly support this view.
Tip for consumers:
Avoid this company at all costs...there are many other on-line vendors that offer the same watch part products at equal or lower prices and deliver much better customer service.
Products used:
None
I needed a watch part and contacted Esslinger.com by email (no phone) to see if it was available. Several days later I received a response that it was an out of stock item and they ask to confirm the piece I was looking for. I sent the model of the watch and several pictures. A few days later I was given the part number, told it would take two to three weeks and to pay in advance. No problem paying in advance but the part number didn't work so I emailed back for help. It's been several days since that request an no response from Esslinger. My question is how do you get business when you are an online retailer and you don't respond to customers in a timely manner? I tried another online merchant and received a follow up phone call within hours but they didn't have the part but gave me Seikos number and I had the the part ordered in just a few minutes. I guess they were not interested enough in my business so I decided to take it elsewhere. As a hobby I buy and sell watches and do some repair work and intended to use them as a source for parts. Not anymore.
This is a company that sells tools and equipment to amateur and professional watchmakers.
I have contacted them via email twice and was responded to in a condescending manner on both occasions.
I asked about receiving a printed catalog. The response was that I have to use their website because it's
Better and faster. Gee, how about simply saying that they no longer produce printed catalogs instead of that stupid response? There are times when you get ideas browsing paper catalogs, and furthermore,
There are times when you won't have access to an internet connection.
Very recently I dropped $500.00 on 2 orders consisting of inexpensive to expensive items, like Bergeon screwdrivers (almost 300.00 right there). I emailed them about a Bergeon work mat that's 23.00 because it arrived creased and requested a return label so that I could effect an exchange.
I paid for NEW and undamaged merchandise, I expected NEW and undamaged merchandise.
The loser who responded to my email wants me to take a picture of the item as if I'm lying.
I'm going to call them repeatedly until they send the label or refund my money.
When you consider time hourly wages, I will make certain that it costs them more money
Than the item they're being so petty about. I trusted them with my credit card information but
They don't trust me about a damaged Bergeon mat. They take a customer's trust for granted
Like a lot of other businesses.
Watchmaking as a hobby is expensive, and I'll think twice before ordering from Esslinger.
Imagine having had an issue with an expensive purchase...
Now I know that buying from Esslinger, my satisfaction means nothing to them.
Keep my experience in mind before you part with your (many) dollars.
Arrogance like this eventually catches up to any business.
Esslinger, do you really think that I need to scam you out of 23.00?
How F'ing petty!
If this happens to you, contact your credit card company and open a dispute,
Which I plan to do after I call them.
Most of the time it will be smooth sailing, and prices are very good.
No real competitors in the USA...
Why are they like this? Because they can.
Take it or leave it...
Tip for consumers:
Shop around before you plunk down your hard-earned dollars at Esslinger.
Don't go to them first, like I did. I learned my lesson.
Products used:
Watchmaker tools.
Do not expect a response from Esslinger if you email them or leave a voicemail. THEY DO NOT RESPOND. So much for shopping local. ZERO STARS for customer service.
I've always had an incredible experience with essinger.com. I have purchased many watch parts, tools, and accessories from this site. They have great deals and better prices that others I've tried. They are a company that is designed for the watch industry so they expect that you probably know what you are after. This is a great place!
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