CW not refunding duties on watch that arrived faulty and was returned

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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by ajax87 »

jkbarnes wrote: Tue Feb 06, 2024 8:09 pm DDP?
Yes, Diamond Dallas Page

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Re: CW not refunding duties on watch that arrived faulty and was returned

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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by thomcat00 »

This should have been easy to resolve. Sorry it took more effort to get it fixed than it should. Seems more training is needed to understand work flow and payments when it comes to returns.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by asqwerth »

Sounds like the sort of thing that ex-Bremont guy who joined CW is supposed to sort out, for the USA customers.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by albionphoto »

asqwerth wrote: Wed Feb 07, 2024 7:59 am Sounds like the sort of thing that ex-Bremont guy who joined CW is supposed to sort out, for the USA customers.
Not really. This is a customer service role not a 'grow the brand role". It does seem that Mike France got involved too. This isn't the CEO's job either. Maybe Mike will help with this sort of thing in future if he becomes aware of it. But the problem lies with the shipping location, the shipper and the terms of their contract. The wheels of this can apparently be greased but the first port of call should always be customer service as shown in earlier posts.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by watchaholic »

How about a little proper QC. All this fuss over misaligned hands. One of the most basic elements of watchmaking. Absolutely abysmal. So disapointing.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by Leon O »

This is an example of why I have been hesitant to spend more $799 on a watch from outside of the US.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by hsukirk »

I might be the minority thinking it's much easier to allow buyers to handle VAT/Custom considering every countries have different % & protocols.

For this instance, I'm def assuming CW should have refunded in full at the first instane. I've had numours experiences that CW disptached to wrong addresses & VAT issues. They have been resolved eventually but it's always involved several emails & CW or MF themselves to step in.

I'm glad everything works out at the end tho.
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CW not refunding duties on watch that arrived faulty and was returned

Post by MistaFroggyG »

hsukirk wrote:I might be the minority thinking it's much easier to allow buyers to handle VAT/Custom considering every countries have different % & protocols.

For this instance, I'm def assuming CW should have refunded in full at the first instane. I've had numours experiences that CW disptached to wrong addresses & VAT issues. They have been resolved eventually but it's always involved several emails & CW or MF themselves to step in.

I'm glad everything works out at the end tho.
I disagree, but only because getting slapped with an additional charge post-purchase is a bad customer experience.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by hsukirk »

MistaFroggyG wrote: Thu Feb 08, 2024 5:23 pm
hsukirk wrote:I might be the minority thinking it's much easier to allow buyers to handle VAT/Custom considering every countries have different % & protocols. ....
I disagree, but only because getting slapped with an additional charge post-purchase is a bad customer experience.
It's why I said I'm the minority. Guess I've purchased a lot fr overseas (privately or directly fr brands) over the years so quite familiar in handling it & expected overall bills would be more than VAT @ 20%.

On a few occasions, CW still charges me UK VAT at 20% when importing to other countries where attract less % on customs. You may also consider how DHL subcontracts to 3rd parties in many countries who can never access the info if VAT has been paid prior to purchase.

I like the idea of one bill for ease of purchase planning but it's hardly ideal in my experience.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by mvlow »

This thread reminds me of a discussion we had a long time ago about CW having a presence in the USA in the future. I think it is time CW took one of their largest markets more seriously and warehouse stock in the USA for dispatch to USA, Canada, Mexico, and South America. They are a much larger company than they were even just a couple of years ago, and by MF's own admission the USA is a huge portion of their business.

They could solve most of their shipping and return issues including customs duties by dispatching their watches to North American customers from within the USA. They are far from a start-up or micro brand nowadays, so IMHO it's time for them to sort this out. As it stands at the moment I would not buy another CW until they finally solve this issue. The very fact that they are confused as to who refunds customs duties when they set up the system themselves shows they need a lot of work to get this right in the future.

I can buy almost any brand of quality watch from within the USA without having to deal with international shipping delays and customs issues. CW are now competing with the big brands, so they need to make this possible as well.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by Alex r »

CW just need to send DHL both the outgoing and return airway bill and state that it is a return of goods. They will then be able to recoup all taxes and duties paid and refund you in full.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by MistaFroggyG »

mvlow wrote:This thread reminds me of a discussion we had a long time ago about CW having a presence in the USA in the future. I think it is time CW took one of their largest markets more seriously and warehouse stock in the USA for dispatch to USA, Canada, Mexico, and South America. They are a much larger company than they were even just a couple of years ago, and by MF's own admission the USA is a huge portion of their business.

They could solve most of their shipping and return issues including customs duties by dispatching their watches to North American customers from within the USA. They are far from a start-up or micro brand nowadays, so IMHO it's time for them to sort this out. As it stands at the moment I would not buy another CW until they finally solve this issue. The very fact that they are confused as to who refunds customs duties when they set up the system themselves shows they need a lot of work to get this right in the future.

I can buy almost any brand of quality watch from within the USA without having to deal with international shipping delays and customs issues. CW are now competing with the big brands, so they need to make this possible as well.
I agree, but I also imagine that it would make the perpetual pre-order situation even worse
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by maclink »

This is not surprising and we often, on both sides, do not have a full grasp of what happens if a return needs to be made. Unexpected hiccups like this occur. I'm happy to hear it was resolved. But usually, once your first point of contact says you need to do X, which you can't, it does mean this sort of backing and forthing to eventually sort.

In the UK, I have to pay Import Duties. The package is held while I pay DHL. From this, I'm sure then, that I would have to claim the duty fee separately, if I do send the item back for a full refund. Luckily, I'm yet to have to do this. My return history has been local only, so no import duties to be worried about getting a refund for.
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Re: CW not refunding duties on watch that arrived faulty and was returned

Post by Jkpa »

Here is DHL’s final response to the email I sent before the refund came from CW:

“Hello,

Please be advised in order to receive a refund on the duties paid on a shipment you are now returning, you will need to contact a US Customs broker (online) and file what is called a Duty Drawback with them. DHL Express does not offer Duty Drawback service. You may consult with a licensed Customs Broker that offers this service or opt to self-file a duty drawback. Further information on the duty drawback process may be located online at: https://www.cbp.gov/trade/drawback/draw ... ual-filers

Please be advised our records show that the duties/taxes were paid by the shipper not the receiver. If you paid Christopher Ward any duties you will need to request that from them. ”

Imagine having to pay a broker $100 or more to get a duty refund of $100.

Hopefully CW can recover the duties somehow, although it appears DHL won’t be assisting with that process.
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