Seems to usually take longer when the clearance is more active, like the last couple of days

I would expect that to be the case with any smaller (by number of staff) company. As well as clearance items, the normal sales will still be going through. Easy for me to say as I'm not waiting on an order, but isn't anticipation part of the pleasure?

exHowfener wrote: ↑Tue Aug 13, 2024 1:11 pm

Seems to usually take longer when the clearance is more active, like the last couple of days

I would expect that to be the case with any smaller (by number of staff) company. As well as clearance items, the normal sales will still be going through. Easy for me to say as I'm not waiting on an order, but isn't anticipation part of the pleasure?

It shouldn't be difficult to photograph a watch for advertising, pack it ready for a buyer to come along, then dispatch it the next day.
I returned a watch early last week, it took 24hrs for CW to notify from the time they received it.
Last Friday CW then offered to repair the watch with a 4 week wait. I declined their offer and stated I would like a refund. Tonight (Tuesday) I have still haven't received confirmation that my refund is being prepared. CW get 1 star for service and communication from me I am afraid. Hopefully I will have my refund by the end of this week (5 working days) but I am not holding my breath.

An update...

5 Days from Order to Dispatch.
1 Day from Dispatch/UK to JFK/NYC/Customs.
8 Days to clear Customs (at JFK/Customs not moving at all).

I don't know what's typical, but I placed my order for a Dartmouth II on June 27 (this year), received a confirming email the same day, and received my watch, in the U.S., July 3 -- one week later. I'd say that things were handled promptly in my case.

I recently bought a strap in the sale, with an immediate email confirmation of my order. I then heard & received nothing for a week so got in touch with CW. They said it was due to be dispatched that day! That’s too much of a coincidence; I suspect the order had been lost somewhere in their system. Anyway, it arrived the next day so I was happy.
A few days later I was contacted by the CW customer relations team, saying that my strap had been returned to them and what did I want them to do with it. After several attempts I managed to speak with them. They said the strap had been returned as “undeliverable” and would I like them to resend it, even though I’d explained that I’d already received my strap. I suggested we look at the date and invoice number of the order. From that it transpired that CW had sent me 2 straps, of the same design, on different days with different invoice numbers. In the end they agreed to just forget about this second strap, as I already had what I’d paid for.
The thing is, this isn’t a 1-off. Several years ago I bought a C3 Grand Tourer in person at the Maidenhead office. Several days later another C3 Grand Tourer arrived in the post, with a random strap that I’d not discussed in person. I got in touch with CW and returned this 2nd watch (maybe I’m too honest).
Has anyone else experienced this type of problem with CW? They seem quite disorganised. If it’s fairly widespread then they are throwing away a notable amount of profit !

Quoting myself...

nycWATCHnerd wrote: ↑Fri Aug 09, 2024 3:58 pm ...I asked the question here so I could get an honest sense of usual turn-around time from a base of loyal fans...
...Not being negative, but trying to be informed...

I placed a second order for a nearly new Trident Pro 300 "Diver" which was dispatched after the Trident Pro 300 "GMT" but arrived beforehand.

For the TP300 Diver:
7 Days (5 working days) from Order to Dispatch.
17 Hours from Dispatch/UK to JFK/NYC/Customs (accounting for 5 hour time difference).
1 Hour to clear Customs.
12 Hours from Customs to Me.


So, as far as I can tell with my 2 orders (placed only a few days apart):
- CWL takes 5 days to process and ship orders (I know this is a very small sample and during a busy order time)
- My first order (TP300 GMT) maybe got stuck in customs due to being over $800US limit whereas the second order (TP300 Diver) was under.

When I've bought during the clearance sale, it usually takes up to a week for the goods to be despatched. Outside of this, and if in stock, it's much quicker and typically a few days only. What's nice is that if you place an order for something showing in stock, and it subsequently goes out of stock, CW often get in touch to ask if you want to wait, get a refund or choose / offer an alternative which can sometimes cost more but which CW will honour for the original order price (within reason - I ordered a strap once that was no longer available so CW offered a similar but more expensive strap at no extra cost).