Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had placed an order with Timepieces International on 11/15/24 (order number TPI160306 ). There was a promotional code (FB50) on the company's ******** page in which I tried to apply but was getting an error stating that the code could not be applied. I had chatted with an agent on 11/15/24 (Naska) that indicated the promotion code does not apply to sales items in which I did ask for a link on the site that states that directly. I did not receive a link in the chat. I did place the order no matter what since the items were priced reasonable. Today (11/18/24), I wanted to check the status of the order as this was the first time ordering with TImepieces. I received a link for the tracking (no issues). I continued to ask about the promotion code FB50. I chatted with an agent by the name of **** and he indicated the same thing that Naska did. I asked for a link where **** did give a link (*******************************************************). Nowhere in the link given does it say that that promotion cant be used on sale items. He indicated on the chat that only one promotion code can be used. I did not try to apply any other promotion code other than the FB50. Since no statement that states that promotional codes cant be used on sales items, I am expecting the code of FB50 that I was trying to use to be applied with the appropriate funds to be returned to me.

  Business response

  12/03/2024

  This order was placed online by the customer.
  I note that the customer indicates that he twice contacted members of our team and was twice told that the promotional code does not apply to the items that were in his cart.
  I attached a transcript of the live chat for the record.
  Nevertheless, the customer went ahead and ordered the items which he notes were reasonably priced.
  The customer is now asking for the promotion to be applied retrospectively to his order, which we are unwilling to do as it does not apply to the items that he has ordered (as they are already heavily discounted).
  The customer states that they were given the link ************************************************* but could not find the relevant term that applies here. However, this is clearly covered on that webpage.  The text reads
  Promotion Codes
  
  Only one promotion code can be applied to an order at once.Promotion codes only apply to the items listed in the promotion. We reserve the right to cancel the promotion at any time, for any reason. Products which have promotional pricing may be excluded from coupon codes at the discrection of the company.
  
  I have also enclosed a screen shot.
  I fail to understand why the customer is seeking a billing adjustment here. The promotional code does not apply to the items in his order,not only was he advised of this before and after completing his purchase but ipso facto the code did not apply during checkout online.
  I'm disinclined to acquiesce to his request.

  Customer response

  12/17/2024

   
  Complaint: 22571408
  
  I am rejecting this response because:

  Maybe I did not make myself clear with the code. I was using the code for the entire order. If the code was for an individual item, where does it state on the site the code is used on individual items only and not the entire order? There is a difference between the two. 
  
  Sincerely,
  
  ***** *****

  Business response

  12/18/2024

  Please see my earlier response.

  The promotion was not valid for your order, nor are we willing to make an exception to make it so.

  Business response

  12/20/2024

  The promotion was not valid for your order, nor are we willing to make an exception to make it so.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a watch for husband on 5/17/22 also purchased a 10yr warranty for the watch. It is now Oct 2024. Purchase price was $228.42 plus the cost of the said warranty of $29.95. All the numbers inside the face of the watch came off and are floating around inside the watch face. When I called and requested an exchange, they offered to repair it, Trust me , a finite impossible task to paste all the ***** numerals back ! AT FIRST, THEY WANTED A CHECK FOR $29.95 postage and handling which was negotiated down to $19,95, Good consumer relations would be to exchange the watch free of charge and no handling fees required.! in addition no paperwork was ever issued to me concerning the warranty coverages! I am expecting to hear from Time Piece International as to a swift replacement with the help of the BBB as I do not feel my request is unreasonable. Even the major company that I purchase pet products from takes the clients word and credits/replaces merchandise without the hassles.

  Business response

  11/01/2024

  Our customer service team has already agreed ato waive the fee for this repair.
  As far as I am aware, the customer is sending in the watch and we will repair or replace as necessarry.

  In regards to the customers comments about warranty paperwork. The warranty is noted on the original customer invoice recieved with watch and terms of the warranty are available on our website. We retain a digital record of the warranty as in our experiance customers loose physical paperwork and so would not otherwise be able to make use of the warranty.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in ******** although I maintain a US address, credit card and bank account for financial and tax purposes. I attempted to buy two rings from this company's website. My US credit card was declined so I tried to do it by phone. The agent suggested I use my ********* credit card because of my overseas mailing address. We did and the agent said "sorry, your card was declined". At that moment I received notification the money had been withdrawn from my account. I told the agent he must be mistaken as Timepiece international had already taken the money from my account. He said that my bank had declined the transaction which turned out not to be true. He then said the money would be returned to my account. It has not. I really wanted these rings, so the agent convinced me to try my US credit card again on the phone. This went through fine and my order is being shipped (see document 2, note the identical date). But I have been charged twice for one order without any refund in sight. I am getting nowhere with their customer service. They maintain my bank declined the charge when my bank says there was no refusal on their end. It was paid to Timepiece international days ago and I would like my money back. I don't understand how a company can decline your purchase and charge you anyways. My entire life if the charge is declined, it doesn't go through. This seems a very odd practice by this company.

  Business response

  07/26/2024

  With regard to the customers complaint, given that the transaction with the US based card went through and there are no outstanding issues; we can set mention of this aside.
  With regards to the customers ********* card; our system showed that the bank declined the transaction which is why we asked for another card, please see attached additional file. The transaction for the Thai card was voided at our end in the normal course of action.
  Whether or not the customers bank has taken the funds (which they should not have done as the transaction was not authorised) or whether they have now replaced the funds is beyond our control.
  We have never been in control of the funds.
  With regards to the documentation supplied regarding the transaction on the Thai card, unfortunately this isnt clear that this relates to our business, nor is the time window sufficient to see if the bank redeposited funds in the following days.
  I would suggest that if the customer is still having an issue, that they have recourse to their banking ombudsman in *********
  Please attached documentation supporting this.
  While we empathise with the customers situation, I am afraid there is nothing more that we can do as we have no relationship with their bank.
  If we can assist any ongoing dispute between the customer and their bank we are at their service.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 15th 2022-I ordered a wrist watch from this company(Renegade Blue by Daniel Steiger). I wore the watch 6-8 times since then for a total of about25-30 hours.The cost was $169.00 plus tax and s&hfor a total on about $200. The watch quit working,so I took it to a jeweler/watch repair business thinking it needed a new battery.After replacing the battery,the jeweler advised it still would not work and that it was an internal problem in the watch.I notified the company to verify it was still under warranty and was assured that it was.They wanted me to send them a check for $29.95 to cover shipping and they would attempt to repair the watch.If not repairable in 6-8 weeks they would send replacement. I told them this was unacceptable and was told that this was their policy.I want a full refund or a replacement.I dont feel that I should pay to send watch back to them.

  Business response

  02/27/2023

  As the watch was purchased a little over six months ago (our ref *******), in cases such as these it is our normal policy to examine the watch, and repair or replace as necessary under the terms of the warranty.
  Usually we change a shipping and handling fee of $29.95, although this may be waived if we find a genuine mechanical fault rather than user damage. In this instance we would be happy to ship the customer a replacement  watch, with no requirement to return the original. This seems the most efficient and equitable resolution. Please confirm this is acceptable and we will get this done right away

  Customer response

  02/27/2023

   
  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,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩