I ordered a Cranwell series 2 but was sent the Sandhirst series 2 instead.

While the little booklet and guarantee card correctly states C65 Cranwell Series 2, the actual watch is a C65 Sandhurst Series 2 instead.

Contacted customer service via email. Also filed for exchange using the online form on the website and gotten no reply after 2 days.

Is this normal for customer service to take so long?

It certainly looks like a Sandhurst.

If you have no response within 48 business hours of initial contact you should reach out to the Customer Service Manager Sammy Benson.

Sammy.Benson@christopherward.co.uk

Also be sure to check the SPAM! CW emails often end up there.

Thanks for the advice!

If you are able to phone them during UK hours, like now, that may help to get a faster response.

CW have sent you the right watch for the SKU on the Warranty Card, C65 38A3H3 as in the CWArchive


. . .but the wrong watch for what you ordered. C65 Dartmouth Series II in the CWArchive .

What's the SKU on your original Confirmation of Order email?

Guy

Sent from my Galaxy S23 Ultra using Tapatalk

Bahnstormer_vRS wrote: ↑Fri May 02, 2025 3:08 pm CW have sent you the right watch for the SKU on the Warranty Card, C65 38A3H3 as in the CWArchive


. . .but the wrong watch for what you ordered. C65 Dartmouth Series II in the CWArchive .

What's the SKU on your original Confirmation of Order email?

Guy

Sent from my Galaxy S23 Ultra using Tapatalk

He ordered a Cranwell Guy. Not sure where Dartmouth got in the mix. It is pretty clear to me that they just picked the wrong watch for the order and it cascaded down the chain from there. Or it is possible someone out there just got a Cranwell when they ordered a Sandhurst.

^^^^ You're absolutely right, Rich.

My mistake and apologies. I thought there was a discrepancy with the SKU and that he'd ordered a Dartmouth.

The SKU on the Warranty Card is correct for the watch ordered.



. . .simply CW dispatch team picked the wrong watch. .

Guy

Sent from my Galaxy S23 Ultra using Tapatalk

^^^ Similar to ordering apples in an online supermarket shop and receiving oranges …


Neil

@nbg - must be a new feature on CW’s website to allow substitutions for the closest available item!

timepieces_and_bags wrote: ↑Sat May 03, 2025 1:05 pm @nbg - must be a new feature on CW’s website to allow substitutions for the closest available item!

I'm told that online grocery orders routinely include substitute products. I'm sure of I ordered one thing and received another I'd be miffed.

Weiquan_mr wrote: ↑Fri May 02, 2025 12:57 pm......Is this normal for customer service to take so long?....

I've only been on the Forum a few weeks but I'm getting the impression that customer service isn't very high on CW's priority list.

Hi, update on my situation
Once I got the attention of the CW customer service, response was pretty reasonable and the exchange process pretty smooth. My original email to them apparently went to spam

Finally got my Cranwell 2 yesterday and loving it.