Watch returned to CW stolen in transit

Discuss Christopher Ward watches
User avatar
jkbarnes
Senior Forumgod
Senior Forumgod
Posts: 7852
Joined: Wed May 24, 2017 8:39 pm
CW-watches: 3
Location: Virginia, USA

Re: Watch returned to CW stolen in transit

Post by jkbarnes »

scooter wrote: Thu Dec 10, 2020 7:52 pm
Thank you for your email and I understand your frustration, I do apologise in regards to this and that we cannot claim through our postal service on this occasion.

Please do let me know if you need anything else and I will be more than happy to help.
That response is about as useful as an elephant in a minefield.

scooter
That’s the response of an employee who has no authority to do anything useful in this situation. Time to elevate things to the next level.
Drew
User avatar
mabotham
Senior Forumgod
Senior Forumgod
Posts: 2909
Joined: Mon Jul 12, 2010 11:10 am
CW-watches: 5
LE-two: yes
Location: Chesterfield

Re: Watch returned to CW stolen in transit

Post by mabotham »

What an unbelievable poor email response.
exHowfener
Senior Forumgod
Senior Forumgod
Posts: 1018
Joined: Thu May 28, 2020 6:26 pm
CW-watches: 1

Re: Watch returned to CW stolen in transit

Post by exHowfener »

What nonsense. Of course CW can't claim through "our postal service" as they didn't send the parcel and it originated through USPS. I'd still ask why you were told not to insure though. I'm not even suggesting that they pick up the full value of the lost watch, but surely they can accept some responsibility and do better than this.
I started out with nothing and I still have most of it left
nordwulf

Re: Watch returned to CW stolen in transit

Post by nordwulf »

I received a very nice response from Mike. The CS manager and others are looking into this and he mentioned he hasn't seen something like this happen in the 15 years the company has been in business.

They will try to recover the cost of the missing watch but will cover the cost of the missing watch for a full refund to me regardless of the outcome.

He stated they don't want customers to have to buy insurance for any watches that are returned so that part was communicated correctly by CW customer service.

No bad feelings towards CW customer service. Sometimes the front line employees don't always have the right authority and information and this experience will help to prevent this in the future, something Mike mentioned as well.
what-time-is-it
Trusted Seller
Trusted Seller
Posts: 3854
Joined: Thu Nov 24, 2016 11:53 am
CW-watches: 1

Re: Watch returned to CW stolen in transit

Post by what-time-is-it »

Glad to see CW have done the right thing, despite it taking an eternity to resolve at least it's a positive outcome.
Current collection incl Citizen, G-Shock, Rolex, Seiko, Sinn & Tag.

Chris
User avatar
Viognier
Trusted Seller
Trusted Seller
Posts: 4611
Joined: Mon May 28, 2012 8:16 pm
CW-watches: 5
Location: Canada

Re: Watch returned to CW stolen in transit

Post by Viognier »

Frank, pleased that ended well and Mike made it right for you!.

No chance of an extra Anthropocene on premise to replace it? If not, that stings a bit as you quite liked that watch
Small collection of timepieces that I enjoy
User avatar
richtel
Trusted Seller
Trusted Seller
Posts: 1795
Joined: Tue Sep 29, 2015 9:10 pm
CW-watches: 8
Location: Cotswolds

Re: Watch returned to CW stolen in transit

Post by richtel »

A great response from Mike, well done CW, but a shame you had to go round the houses to arrive there.
Rich

"The bad news is that time flies. The good news is that you're the pilot."
User avatar
jkbarnes
Senior Forumgod
Senior Forumgod
Posts: 7852
Joined: Wed May 24, 2017 8:39 pm
CW-watches: 3
Location: Virginia, USA

Re: Watch returned to CW stolen in transit

Post by jkbarnes »

That’s a proper response from Mike! Congratulations on a small bright spot in what was otherwise a horrible situation.
Drew
User avatar
scooter
Trusted Seller
Trusted Seller
Posts: 15249
Joined: Thu Nov 04, 2010 7:14 pm
CW-watches: 1
LE-two: yes
LE-foura: yes
Location: UK

Re: Watch returned to CW stolen in transit

Post by scooter »

That's the proper way to deal with a once in 15 years problem.

scooter
#1 scooter blue 2012 FLE (50 made)
User avatar
stefs
Trusted Seller
Trusted Seller
Posts: 5952
Joined: Fri Jan 07, 2011 2:40 pm
CW-watches: 2
Location: Sunny Tiptree, Essex

Re: Watch returned to CW stolen in transit

Post by stefs »

Delighted it’s sorted. Now what are you going to spend that refund on? :D
Cheers now, Paul
JAFO
Senior Forumgod
Senior Forumgod
Posts: 4492
Joined: Wed Jul 15, 2020 3:59 pm

Re: Watch returned to CW stolen in transit

Post by JAFO »

That really is a great decision by CW. I am sure it will reaffirm both your own faith in the CW brand, and everyone else who reads this thread. Certainly mine.
User avatar
Thermexman
Trusted Seller
Trusted Seller
Posts: 6225
Joined: Thu Oct 27, 2016 6:40 am
CW-watches: 4
Location: South West UK

Re: Watch returned to CW stolen in transit

Post by Thermexman »

Bravo CW.
Great outcome Frank.
Steve.
StrappedUp
Trusted Seller
Trusted Seller
Posts: 3168
Joined: Fri May 05, 2017 2:14 pm
CW-watches: 0
Location: South Wales

Re: Watch returned to CW stolen in transit

Post by StrappedUp »

Yep, that's a great response from Mike and excellent news Frank.
Ryan
Macdaz
Senior Guru
Senior Guru
Posts: 488
Joined: Tue May 26, 2015 9:58 pm
CW-watches: 14
Location: UK

Re: Watch returned to CW stolen in transit

Post by Macdaz »

Great result and more in keeping with my experience of CW CS and, in truth, the result I would expect.
SMP|Victorinox Groundforce|Mako/XL|Steinhart OVM|Smiths Everest|C60 Trident 600|C8 Pilot Mk2|Vostok 1965|C8 Flyer Mk1|Seiko Monster|C7 Rapide|Steinhart Aviation|C65 GMT|C9 AMGTLE|C60 Bronze|C8 Al Deere|C65 SC|C63 GMT|C65 Chrono|C63 Auto|C65 Dune|2023 FLE
gannet
Forumgod
Forumgod
Posts: 937
Joined: Fri Apr 24, 2020 4:21 pm
CW-watches: 5

Re: Watch returned to CW stolen in transit

Post by gannet »

Agree with all the others, a great result and one that should have come right at the start.
-- gannet.
C65 AMGT 1VEV | C60 Trident Chronograph 300 | C7 Rapide Automatic | C7 Rapide Quartz | C3 Malvern Chronograph MK II -Limited Edition
  • Similar Topics
    Replies
    Views
    Last post