Business Profile

Wholesale Watches

Invicta Store

Headquarters

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Complaint Details

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Initial Complaint
05/08/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 29, 2024 I placed another order (I'm a frequent invicta buyer). The total was for $167.07. I paid for shipping insurance. Unfortunately Invicta uses **** (the worst carrier) as the final one to deliver package. On May 6, at 12:45pm package was marked as delivered. 12:50pm I came down to mail room and **** was still there placing packages. As soon as she completed the process I went ahead and find out my package wasn't there. Since then I tried to find it, I filed a package lost search with **** which only said it was delivered. Contacted Invicta. They said nothing they can do. Asked for shipping insurance. They said it only covers if package never arrive (hahahaha good deal). Even if I don't buy shipping insurance if my package don't says delivered I'm already protected. Which I think is double charging costumer. Here's the big Lie from this company. I asked them how to raise an appeal as stated in their website. They said only if **** isn't completing the last part of delivery. I said ok. Later, when she don't even remember about what she said, I asked her which other company they use for final delivery she said only ****. SOOOOO you will never be able to raise a claim if you do it with **** but in the meantime they are the only carrier they are using. I demand items from company or refund. I prefer replacement od the items or at last store credit because I need the items. I dont want the money. If a police report is needed I'm more than happy to file one. I want to fix the issue with Invicta since I don't want to involve my bank or costumer affairs. Oh. BTW **** told me that only SENDER/BUSINESS is able to file a claim for a lost package and INVICTA is denying to help me. Despite their website clearly states the process. They are failing to comply with their own policies that are in writing in their website.
Business response
05/09/2024
Customer order was shipped using our free shipping and the carrier being *** sure post in which **** does the final delivery. The package was delivered on 5-6-2024 as other orders have been delivered to the customer with this carrier. The shipping issuance is for those packages that are stuck lost or damaged in transit, this is a delivered package, as advised on our website ( see attached) We will start the claim investigation with **** on 5-21-2024 as **** priority mail requires the claim to go in after 15 days of delivery. ( see attached) Please check back with us at the end of the month to see if the resolution has been completed. Thank you
Customer response
05/20/2024
As of today May 20, my package hasn't arrived. **** still telling me that claim must be filed by *******. Tomorrow they promised me to open claim but I need to send this message because today is my last day to respond to their message. I still waiting for Invicta to confirm a package lost claim filed. I still waiting for a response thank you
Customer response
05/21/2024
Good morning. This message is about the Claim against Invicta Stores. As you can read on the last communication, invicta was going to file a claim with **** for my package on May 21. I didn't responded to previous message because Invicta stores promised me that they will do it on their end. Being today May 21, I'm requesting Invicta stores to File the claim since **** denied me the option to address the issue. As of today package hasn't arrived and it wasn't delivered in my address. I do have camera videos available to prove it, and I'm willing to file a police report if it's needed. Thanks
Business response
05/29/2024
We have started a claim investigation with USPS MRC 24 1831 0602 . There has not been any resolution on the claim as of 5-29-2024 . Thank you
Customer response
05/29/2024

Complaint: 21683190

I am rejecting this response because:
As of today May 29, 2024, there's no claim filed with **** about my package. At least, I haven't been provided with any claim number. I request invicta to file the claim and provide me with the Claim ID. Unfortunate that invicta is making this process so difficult and it's making it harder to get a resolution, because they got their money and I have to be dealing with them and bbb to get a resolutions instead of them helping me with **** to find my package.
Sincerely,

*************************
Business response
05/29/2024
As advised we reached out to **** on the delivered package May 9,2024 they provided a number which is MRC24 1831 0602. This number is given from the mail recovery at ****. They are investigating and attempting to find the whereabouts of the package. Thank you
Business response
06/06/2024
As advised on 5-29-2024 we started the claim with **** and they provided the Mail recovery number MRC 24 1831 0602 for tracking 92612903098889541403167957. They search the package to see the whereabouts before they consider a claim needing to be filed, . As of today **** has closed the Mail recovery search as there findings have deemed the delivery made correctly. See image attached. We are unable to move fw with any refund or reshipment. Thank you
Customer response
06/10/2024

Complaint: 21683190

I am rejecting this response because:
The response only included a screenshot with the same tracking number. No additional information as of today. No updates about my package as of today. Still waiting for a resolution.

Sincerely,

*************************
Customer response
06/10/2024
I consider that BBB should not close the case until Invicta provides a response from **** about the package. They still have the claim in processing status trying to locate the package. We should wait for them to provide a response. Thank you
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Invicta delivered the item that I bought to a different address. My zip code is ***** and they deliver the package to a PO Box ( I dont have a PO Box) with a ********* code. When I emailed to inform about the mistake employee stated that company can do nothing because it was already delivered. I want the the product to be deliver to my address or my money back.
Business response
04/11/2024
Hello *****,
We will process a refund for this order as the item is out of stock. Thank you
Customer response
04/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
03/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a watch from invicta stores and arrived damaged, the manager ******* and her manager have not responded to me so I have sent them an email and images and still no response.proof images attached.
Business response
03/18/2024
Good day, We have received all of this customer emails in ref to his order placed International. The order was placed3-8-2024 and shipped in good faith to ********* and delivered 3-14-24. Customer called to complain that the delivery was taking too long and demanded a refund of the shipping. The refund was denied as we inform our customers of delivery times on our website to selected countries. In addition the customer advised us that if the watch arrived damaged we would get all types of negative reviews and the customer would file a charge back. On 3-14-24 customer email that the watch was damaged. On 3-15-2024 we replied to the many emails from the customer and provided the return label and the customer still emailed to say they did not get it. Emailed again today 3-18-24. A refund will be processed once the return is received if there is not a ongoing chargeback. In addition the "manager" did not reply as she was on PTO last week.
Customer response
03/20/2024

Complaint: 21440656

I am rejecting this response because: i DON'T TRUST THIS SELLER ANYMNORE.
I will not be certain if the seller is going to refund me or not, I called many times but they never called me back.

I sent them images and photos of the package.
No quality control for the watches by this company and I want my money back first.

Sincerely,

Elcheikh Genefa
Business response
03/21/2024
We have replied to all of his emails. We issued the return label on 3-15 and again today on 3-21. The customer needs to not keep waiting and return the item. We have not provided him any reason to think he will not get a refund. We need the order back in order to refund. We will not continue to reply to his un professional emails. See a few of the emails attached.
Business response
03/21/2024
We have replied to all of his emails. We issued the return label on 3-15 and again today on 3-21. The customer needs to not keep waiting and return the item. We have not provided him any reason to think he will not get a refund. We need the order back in order to refund. We will not continue to reply to his un professional emails. See a few of the emails attached.
Customer response
03/21/2024

Complaint: 21440656

I am rejecting this response because: The watch malfunctioned and I demand a refund before I ship it. I just dont trust they will refund me once they receive it back therefore I don't trust them. The quality control does not exist anymore .
Please assist me in getting a refund.

Sincerely,

Elcheikh Genefa
Customer response
03/22/2024
F*** YOU
Initial Complaint
02/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The watch I was told by the saleperson had luminous hands and markers. Agter 3 days in the sun the watch does luminess as it should.The company refuses to do anyting about except to tell me to send it back at my expense!This business is a rip off! Buy your watches anywhere else!
Business response
02/12/2024
Thank you for reaching out. Where was your watch purchased? which model is it? The luminous watches today use Tritnite, Super-LumiNova, LumiNova, LumiBrite, etc. The luminosity of a watch depends on the pigments that have compounds that after charging from a source of light, emit a glow for several hours thereafter. The luminous pigment in watches is charged by the ** content of the light and mostly LED lamps are a good bet. A general rule of thumb is that the longer the time of exposure to light, the higher the initial brightness of ********. However, there is a limit for each level of illumination. This limit is reached more quickly at higher strengths of illumination.

Business response
02/12/2024
Thank you for reaching out. Where was your watch purchased? which model is it? The luminous watches today use Tritnite, Super-LumiNova, LumiNova, LumiBrite, etc. The luminosity of a watch depends on the pigments that have compounds that after charging from a source of light, emit a glow for several hours thereafter. The luminous pigment in watches is charged by the ** content of the light and mostly LED lamps are a good bet. A general rule of thumb is that the longer the time of exposure to light, the higher the initial brightness of ********. However, there is a limit for each level of illumination. This limit is reached more quickly at higher strengths of illumination.
Initial Complaint
11/29/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In regards to order #********** total charge of $75.51.I disputed this charge with my bank after speaking with this company three times exchanging emails back-and-forth I did not receive my order. I told this company I have cameras surrounding my home that view my mailbox front porch back porch and driveway and the package was never delivered. They refuse to give me a refund and are only offering me store credit which I obviously do not want considering I never received my package in the first place this same issue happened last year never receiving a package. I thought it had been a year so perhaps their customer service skills and delivery issues may have been resolved, but I was clearly wrong. I want my full refund of $75.51. Returned to my original payment method. I do not want store credit. This company is unprofessional, and the way that they treat their customers is unacceptable, I dont see how they even have returning customers. I have attached screenshots of the emails from this company.
Business response
11/29/2023
******, Our apologies for any inconveniences and that you feel you have been treated unprofessionally. I see all email interaction and the agents have been very nice and informative of our policies. As a company we fulfilled the order sent you tracking details and once the order was delivered on Friday ***** and you reached out to us on Monday *****. Our policy states that if the package is delivered we can no longer assist, therefore you were offered as a courtesy the amount of the purcahse in a online credit and you refused. We can not process a refund on a delivered package. Thank you
Business response
11/29/2023
******, Our apologies for any inconveniences and that you feel you have been treated unprofessionally. I see all email interaction and the agents have been very nice and informative of our policies. As a company we fulfilled the order sent you tracking details and once the order was delivered on Friday ***** and you reached out to us on Monday *****. Our policy states that if the package is delivered we can no longer assist, therefore you were offered as a courtesy the amount of the purcahse in a online credit and you refused. We can not process a refund on a delivered package. Thank you
Initial Complaint
11/22/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The payment flow of Invicta Stores utilizing PayPal is deceptive and potentially fraudulent. When using PayPal, the button to send you back to Invicta ****** Continue to Review Order. When this button is pressed, Invicta Stores fraudulently places the order instead of giving you an opportunity to review the order first.I contacted customer service immediately and didnt receive a response until the next business day. I was told that I could not have the order canceled as it was already processed for shipping. (Infuriatingly, I received an email about shipping AFTER being told it was already processed for shipping by customer service.)The only option given to me was to return the order once received. This means that Invicta Stores will hold my money hostage and charge me $8.99 for a return despite the order not even having been picked up by a shipping service yet.These business practices are absolutely atrocious and potentially illegal in nature. I have no choice but to contact the BBB and PayPal to report this.
Business response
11/22/2023
Dear Customer,
Our websites supports Pay Pal feature and gives the customer a chance to review and or cancel and return back to the website . See attachments We reply to emails that are sent after hours the next business day. You were advised that you can return the order as the order was already processes for shipment along with thousands of other orders.

Customer response
11/22/2023

Complaint: 20905249

I am rejecting this response because:
I clicked a button clearly marked Continue to Review Order, which is not only clearly marked in my attached evidence but yours. There isnt a consumer in the world who would find it acceptable that pressing a button labeled Continue to Review Order actually means Place Order.
This is obviously a manipulative technique intended to trick consumers into completing orders without consent. The button would not be labeled Continue to Review if it actually places orders.
Your solution that I return this merchandise is based on the premise that I ordered it. I did not, however, order it. I attempted to review my order before placing the order by clicking your button Continue to Review Order. When I attempted to have you correct your wrong, you could only tell me that although the item had not been picked up by a shipping service it was impossible to cancel using your system.
It is my contention that your system is flawed in ways that deceive and manipulate your customers.
In good faith, I would consider returning your merchandise without further action, however it is also your policy that returns be charged back a sum of money for restocking. As such, I am going to have to continue my complaint with PayPal under the auspices of unauthorized purchases so as not to be charged MORE money for your errors.

Sincerely,

***************************
Business response
11/27/2023
Please return the order and the full refund will be applied. Thanks
Business response
11/27/2023
Please return the order and the full refund will be applied. Thanks
Customer response
11/27/2023

Complaint: 20905249

I am rejecting this response because:
This complaint will remain open until Invicta Stores corrects its misleading and potentially fraudulent payment workflow in regards to the use of PayPal.
1) The button states Continue to Review Order. The button actually places the order. This is misleading, at best.
2) Once pressed, the screen reads One More Step: Finish paying at Retailing Enterprises. There is no next step, however. Retailing Enterprises has cut out the review/finish payment step which is clearly to their benefit and at the cost of the consumer. This step is clearly supposed to happen according to the language used in the checkout.
Remedying my complaint by having me the consumer have to take action, return the unordered merchandise, wait for my refund and pay a restocking fee is unacceptable and potentially an illegal activity.
1) I will gladly return the merchandise if I am guaranteed not to have my refund diminished with a restocking fee.
2) For the protection of all consumers, in order to close this complaint, I will need to see that this predatory checkout has been fixed.

Sincerely,

***************************
Initial Complaint
11/20/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order with Invicta stores online. I updated my address with them and they shipped it to the wrong address when I called customer service to inquire they said its because I paid with PayPal. They offered no solution, and I said, so I am out of luck that you sent it to the wrong address and she said it was my fault for not changing my PayPal address, even though I change my address specifically with Invicta. It reflected on the billing side so I know they got the address change. This is no way to do business and I guarantee lots of people order with PayPal payments. They must know this is an issue.
Business response
11/20/2023
When ordering on the website and selecting Pay Pal there is a box that appears to log into the customer Pay Pal account in which there is a box to check if address is correct. The address picked up from the order is the same address that is on the pay pal account- See attached We do not pick up "Billing address " as a shipping address. We advised that being that the order was filled and shipped to the address confirmed by Pay Pal. We are unable to refund the order.
Initial Complaint
10/17/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a watch a gift box and bag and I never received anything Trying contacting company. No answers I emailed and the response said it was delivered to post office went to post off they have no record of these packages
Business response
10/18/2023
Dear Customer , Order ********** you emailed us on10-16 and we advised to contact **** as the tracking states it was held at post office by customer request ( See attched ). Please contact **** . Thank you
Initial Complaint
10/10/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order on 8/23/2023. I received an email notification that the order was delivered on 08/27/2023. I never received my package. I called and chatted with Invicta and was told there was nothing they can do. I called and chatted again and asked for a supervisor. At this time I received the following response via chat: "We see your order was delivered per **** tracking number **************************. Please check for your package as sometimes the carrier may leave boxes in hidden areas, your mailbox, with a neighbor or leasing office, etc. As the carrier has the package and tracking marked as delivered, if you have not located the package, we suggest that you contact your ******************* and file a claim as we can not reimburse orders that were delivered by the carrier." I contacted ****** and they said there was nothing they could do and that Invicta had to rectify the issue. I contacted them again and was given the following response: "Our apologies for the inconvenience. We will conduct a Carrier investigation on your behalf to determine what happened with the package. Please keep in mind the carrier may call you to gather additional information. If the claim is approved, we will replace the item(s) or process a refund back to the original form of payment. If the claim is denied, we will not be able to further assist. Please be advised this investigation can take up to ***** business days to complete." Less than 10 business days later I receive the following response with no further explanation: "Hello! Welcome to the Invicta Stores chat. The carrier has concluded its investigation, and unfortunately, your claim was denied. At this time, we will not be able to further assist. If you like you may contact your bank and advise of the non-receipt of your package." Chat was abruptly ended by them and no further resolution have been provided. This is unacceptable especially since I am a longtime customer and have ordered many items from them!
Business response
10/10/2023
Customer has previous delivered orders . As per our policy for all delivered packages, we conduct a carrier and investigation if the carrier approves the claim we proceed with a replacement or a credit. The investigation was denied so a refund or a replacement will not be applied. See tracking of delivery attached .
Customer response
10/24/2023
Good afternoon,
Just following up to see if there are any updates on this case. Thank you. I appreciate your assistance.
-*****
Customer response
10/31/2023
At this point, what can I do? I have yet to receive the package? I am still wanting to file a complaint. How do I proceed? Thank you.
-*****
Business response
11/02/2023
Customer has previous delivered orders . As per our policy for all delivered packages, we conduct a carrier and investigation if the carrier approves the claim we proceed with a replacement or a credit. The investigation was denied so a refund or a replacement will not be applied. See tracking of delivery attached .
Customer response
11/02/2023

Complaint: 20719815

I am rejecting this response because: I have not received my order and have been charged for it. I have ordered in the past with no issues and the one time there is an issue, you decide to deny me an adequate resolution. This is unacceptable and poor customer service for a long time customer.

Sincerely,

***********************
Business response
11/03/2023
As a Company we fulfilled the order and per the tracking it was successfully delivered. We value you and all our customers who make many purchases, however we have policies and protocols. We are unable to move forward with a refund. Thank you
Customer response
11/05/2023

Complaint: 20719815

I do not believe that you value your customers as stated. I am a longtime customer and this order that you state was delivered has not been received by me. I will be sure to share this unfortunate situation with friends, family, co-workers and all of my social media channels. I am also requesting that BBB acknowledges this poor customer service. I will never again purchase anything from Invicta. I'm sure you won't care but I just wanted to let you know you've lost a loyal customer. Extremely disappointed.

Sincerely,

***********************
Initial Complaint
09/22/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a watch from this company on Oct 7th of 2022. Invoice #**********. The watch I received was not in working condition. Many emails with the company and they finally sent me a return tag. I mailed it back and they said it was missing the warranty info. I then mailed that to them . After two months contacted them again and they said they never received it. They would not refund my money or send the watch back. So they made money without sending me anything. Please help.
Business response
09/22/2023
Hello on order ********** model ***** once we received the return we processed a exchange on 12-22-2022 Tracking
***************** in which was delivered. See order attached.
Customer response
09/22/2023

Complaint: 20642352

I am rejecting this response because: The watch never made it here a second time. We have never had a second package from them.

Sincerely,

*****************************
Business response
09/22/2023
On 10-17-2022 when we were advised that you received a damaged watch we replied with the pre paid label( email attached) and advised you that the Exchange would be processed. We were never notified that you did not receive the exchange almost a year later.
Customer response
09/22/2023

Complaint: 20642352

I am rejecting this response because: I did return the product to them. They never refunded or returned the watch back to me.

Sincerely,

*****************************
Business response
09/26/2023
Please se attachment of history of the exchange on model *****. We are unable to refund an order that was delivered over 9 months ago in which we were not notified that you did not receive the exchange. Thank you
Customer response
09/26/2023

Complaint: 20642352

I am rejecting this response because: They never informed us of a new watch being sent. We never received the watch and spent months going back and forth with their customer service of how I did not know how to wind a watch.There was never any communication that a replacement watch had been sent. I was told by them if they did not receive the warranty info I sent them they would do nothing.

Sincerely,

*****************************

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