I completed a returns form for a watch yesterday morning. I assumed it would be automatically processed and responded to but as yet I have had no reply.

I am pretty sure this was a different process to the last time I returned a watch.

Does anyone know whether it's automated or whether it's all manual. What should happen during the process?

Thanks all.
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Yeah, the process seems to have changed. With my last return I completed the online form and got a return label to print out. I attempted a return on Tuesday and just got a "Submitted" response.

An operative emailed me on Wednesday to ask for the order number (already submitted in the form ) and reason for return. As of today (Thursday) I've heard no follow up.

Last time I tried a few months ago, I was told the "online system was broken and a CS agent will need to do it manually for you".

Yesterday, I was trying to cancel an order quickly before it was processed/shipped because an item was listed incorrectly and this way my experience:
- 26 phone calls over a 2 hour period before anyone answered.
- 2 Hang-ups by the same Customer Service Agent who was trying to transfer me to the correct person.
- An hour later the correct person emailed me and asked the same questions I had answered for the CS agent.
- This person said they would take care of it.
- 24 hours later and no cancellation email and no response from the person who said they would take care of it.

As his been noted so many times in so many treads, CW is really having CS and Order logistical problems which is not good for their reputation.

nycWATCHnerd wrote: ↑Thu Feb 13, 2025 3:05 pm Tuesday, I was trying to cancel an order quickly before it was processed/shipped...

Thankfully they cancelled the order before it was processed and shipped.

Well, that was unexpected. I received an email from customer services asking why I wanted to return the watch for a refund.

Maybe they are trying to reduce the instances of "buyer's remorse" returns, if you will.

JAFO wrote: ↑Fri Feb 14, 2025 3:33 pm I received an email from customer services asking why I wanted to return the watch for a refund.

I have been a customer for less than a year but on returns I was asked that very question. If they are collecting data and trying to improve service that would be great. It is more likely they are trying to cut down on returns as it is becoming a huge cost for most retailers (online and brick and mortar).

https://www.forbes.com/sites/shelleykoh ... g-in-2024/

Many retailers in the US are shortening return windows to 15 days (from 30) and getting rid of "lifetime" return policies (REI, LL Bean, etc.) because they are being abused. Some are also charging restock fees and/or return shipping fees to cut costs and put them back onto the buyer.

Well, that was unexpected. I received an email from customer services asking why I wanted to return the watch for a refund.

Maybe they are trying to reduce the instances of "buyer's remorse" returns, if you will.

Most companies ask why an item is being returned don't they? Maybe they just want to know. Sometimes the obvious answer is the answer.

I have never returned a watch to Christopher Ward, so this will be my first time. Since I don’t live in an area serviced by their courier, I assume DHL, customer service told me to make arrangements with a local courier , which would be USPS for me, & they will compensate me. I am trying to make sure that I get the package addressed correctly & am not up on international shipping. Is the correct return address for CW the following. Christopher Ward Limited, The Yard, 14-18 Bell St., Maidenhead SL6. 1BR
Do I need to put the United Kingdom or does 1BR take care of that? One of the CW representatives had Berkshire in their address heading. Is that needed? I just want to make sure that the package gets to where it needs to go. I will ship the watch with the invoice slip that was sent with it as that would have all of the pertinent information that they should need, I think. Any help would be appreciated. The six hour time zone differential hasn’t made any of this easier.

Delmar

This is where my return just went, hopefully helpful to you:



-Mike

That is exactly what I needed to know! Thank you so much!

Delmar