K C.

I ordered a watch (Ladies Seiko Solar Powered Watch SUT244P9) from Watchshop on the 9th of October as my birthday gift. After I put the order, the sale service seemed good. I received the item a day later. However, once I saw the item, I was disappointed because I found out that there was a little dirt stuck between the glass and the outer ring of the case. Also, the item had a defect on one diamond with a bit of red sparkling which was unusual. Of course, I was not pleased with the item. Thus I returned the watch back on the 13th of October. The reason for returning the item was the item is not like what I expected.

I sent the item back from the Republic of Ireland where the item came through. As Ireland is not in the UK so I could not use the Royal Mail return sticker. I used the service of DHL to send this item back. This costed 41.50. Even if that was an express courier, the item was delivered to the shop on the 16th of October.

After they received the returned item, they proceeded the refund in the same day. The money showed up on my account a couple of days later. That was great. However, the postage refund was not issued. So I sent messages to them asking for a postage refund. It took me awhile to get the first response.

On the 18th of October (2 days after me asking about the postage refund) I got the first response from the guy named Charlotte, he asked me to provide a postage receipt and details of Paypal account as he said they would provide the money back through this method. I gave him the receipt. However, I did not have such account so I asked if there was an alternative way to get money back?

The second response was from the lady named Natalie. This response came on the 20th of October. She suggested I provided details of my bank account. I got her. I also informed her I was going to buy a new item as soon as they proceed to get me a postage refund.

On the 23rd of October, Natalie replied back. Her message is detailed below

Thank you for providing the information requested I have now sent a request to have a refund issued, this should appear in your account within 3-5 working days.

I thought they had proceeded this refund. So I started to order a new item. However, a week later, I checked my bank account, there was no refund at all.

I sent messages to ask them again but this time there was no response. I decided to wait to have a chat live with customer support staff.

The guy named Alex informed me the maximum refund for international delivery they could cover is £20. This information was not written on their website at all. Anyway, this is not a big deal. I can accept that. However, he said he was talking to the manager in order to investigate what wrong with the process. He let me wait for an hour on a chat live. I just wanted to know if they had proceeded the refund or not. Alex did not answer me and left the chat eventually. What a bad manner!

In the same day, I got a response from Natalie via an email. Her message is

I do apologise I have checked and we are unable to provide a refund for the postage as the item was returned due to the item being unwanted and not faulty,

Also if a postage refund was going to be issued it would only be issued up to £20.

I cannot believe I received such explanation 15 days later after my return saying I cannot get this postage refund. They are completely cheating on customers. They do not want to pay the money back, thus giving me an unreasonable explanation. I looked back on the website but there was no such detail she mentioned that the postage refund would be provided only because of the faulty item.

I am wondering if they do not follow what they are writing on the website, who is going to trust them?

Actually, I do not really want to destroy their reputation by giving bad experience I got from this shop but their policy and what they treat me do not go together. This is definitely unacceptable for me.

I want to warn you guys. Before buying an item from this shop, be aware you could be cheated in the way I was.