I recently ordered a Hybrid Black/Orange strap to change up my C60 Trident 300 that came on the Orange tropic strap. What I received was a Hybrid Black/Red strap. After contacting customer service and waiting a full week for a response I was told that what I received was the correct item and is in fact a Black/Orange strap. What do you guys say? Are these two pictures the same color. The first is from the CW site and the second is what I received.

I don't have a CW black/orange, but I wouldn't class my black/red as resembling orange in any way.

This is the black/orange on a watch:



And alongside the black/orange #tide:



I would say you have a red one there. Do as @Bahnstormer_vRS suggested.

What strap did you ACTUALLY order, i.e. what is the product code / SKU on your order/invoice? It may be that you thought you ordered the orange strap, but you actually ordered the red one, which is why CW think the red one is the correct strap. I'm basing this on the verbatim response from CW that you posted on CWE, but haven't posted here, i.e.

"From the attached image it does look like you have received the correct strap, the red version is a lot darker red than the image shown which is the orange."

This could read as CW saying "yes, you've received the correct red strap that you ordered, which is clearly different to the image of the orange one that you sent us but which you didn't actually order".

It's very easy to sometimes order the wrong colour variant by mistake, so I'm just mentioning this as a possibility in case you want to double-check your paperwork.

Either way, just follow the returns process that Guy has set out and it will get sorted.

Some good news to report here. On the advice of another thread regarding customer service issues, I forward the email I received to Mike France (CEO). He responded within an hour and on a Sunday to let me know that they would get the correct strap out to me ASAP and told me to keep the Red strap with their compliments.

I was very sorry to involve him but glad to know that he is going to resolve this crazy saga. Thanks Mike!

@Volfan615 That really is good news. Mistakes happen, but what is done to rectify them is important. Goodwill restored, hopefully.

@Volfan615 Excellent result !

I agree that is definitely not black/orange

Could have been worse though

https://www.bbc.co.uk/news/uk-england-w ... e-64874963

I'm glad to rear that CW is still offering quality boutique service while moving up the pricing level.

Obviously a good final result but I don't understand why this wasn't resolved without it requiring over a week between first contacts then various posts and replies on both this Forum and CWE and then getting MF involved.

Maybe the full story and actual initial exchange of words isn't explained on here sufficiently for me to understand but surely this simply required a bit of thought and research before a phone call to CS, sending the same photo posted on here and CW confirming the actual colour ordered to clarify the situation.

Was this really a "crazy saga" ?

Surely the difference between red and orange is obvious with the number and quality of photos on the CW website and on here.

Without doubt we love the idea that MF is willing to get involved (on a Sunday as well!) but why jump from CW CS to the CEO - give the guy a break !

IMO this direct contact to the ultimate level in CW seems to be considered essential too early when a clear and concise discussion, assertively expressed (if necessary), with CS then the CS Manager (if necessary) was all that was required.

welshlad wrote: ↑Sun Mar 12, 2023 3:34 pm What strap did you ACTUALLY order, i.e. what is the product code / SKU on your order/invoice? It may be that you thought you ordered the orange strap, but you actually ordered the red one, which is why CW think the red one is the correct strap. I'm basing this on the verbatim response from CW that you posted on CWE, but haven't posted here, i.e.

"From the attached image it does look like you have received the correct strap, the red version is a lot darker red than the image shown which is the orange."

This could read as CW saying "yes, you've received the correct red strap that you ordered, which is clearly different to the image of the orange one that you sent us but which you didn't actually order".

It's very easy to sometimes order the wrong colour variant by mistake, so I'm just mentioning this as a possibility in case you want to double-check your paperwork.

Either way, just follow the returns process that Guy has set out and it will get sorted.

I realize that the issue(?) is now solved, but I think welshlad has asked the correct question and nowhere have I seen the answer. What strap was actually ordered (not what you intended to order)? No doubt that the strap is Black/Red, but what does the paperwork code state?