Time to contact customer service?

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jkbarnes
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Time to contact customer service?

Post by jkbarnes »

I purchased a Consort bracelet in the recent sale and got an email confirming the order. My credit card has also been charged. However, I’ve heard nothing more about my order, nor does it show up in my order history when I log into my account. Is it time to contact customer service, or should I give them a few more days?
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Re: The to contact customer service?

Post by Bahnstormer_vRS »

Were you logged into your CW account at the time of purchase? If not, this may be a reason for it not showing up in your Order History.

How long ago was this 'Drew? A sale times one ought to allow a few more days than usual for an order to be processed; 5 - 7 working days.

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Re: The to contact customer service?

Post by jkbarnes »

Bahnstormer_vRS wrote: Mon Jul 08, 2024 5:01 pm Were you logged into your CW account at the time of purchase?

How long ago was this 'Drew?
I was logged in at the time of purchase. The purchase was July 4, so it’s only been one actual business day at this point, two counting today. I’m in no rush about getting the bracelet. I just found receiving a confirmation email but no order listed under my account a bit odd. And with the stories one reads of sales orders being cancelled after the fact, I thought I’d inquire with the more knowledgeable folks here.
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Re: The to contact customer service?

Post by tikkathree »

jkbarnes wrote: Mon Jul 08, 2024 5:26 pm
Bahnstormer_vRS wrote: Mon Jul 08, 2024 5:01 pm Were you logged into your CW account at the time of purchase?

How long ago was this 'Drew?
I was logged in at the time of purchase. The purchase was July 4, so it’s only been one actual business day at this point, two counting today. I’m in no rush about getting the bracelet. I just found receiving a confirmation email but no order listed under my account a bit odd. And with the stories one reads of sales orders being cancelled after the fact, I thought I’d inquire with the more knowledgeable folks here.
Honestly I would not worry about it. I've long found that some orders appear in my account and some don't. But why not ping a reply to the confirmation email?
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Re: The to contact customer service?

Post by WileyECoyote »

My experience has been similar with some orders showing up on my account & others not. For an example, my last order, a C63 Valour never showed up on my order page. I did receive a confirmation email of my order & another when it was shipped. I was most definitely logged in when I made the order. I am only speculating but how one pays may have something to do with it. At the beginning, I paid for my purchases in US dollars. I know that I used British currency to pay for my Forum LE & C63 Valour. In fact, I paid in British currency using the offered Pay Pal payment plan. Maybe it has nothing to do with why the order never showed up on my account but I have a hunch that it did!

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Re: The to contact customer service?

Post by jkbarnes »

WileyECoyote wrote: Mon Jul 08, 2024 7:03 pm My experience has been similar with some orders showing up on my account & others not.

…but how one pays may have something to do with it. At the beginning, I paid for my purchases in US dollars. I know that I used British currency to pay for my Forum LE & C63 Valour.
Interesting observation. I paid for this in GBP using Apple Pay. Maybe that’s a factor?

I’ll not sweat it for now.
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Re: The to contact customer service?

Post by WileyECoyote »

Does make a person wonder, doesn't it? I think that you will be fine since you received an order confirmation email. My bet is that you will receive a despatch email when your bracelet is posted but it will never show up on your CW account page.

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Re: Time to contact customer service?

Post by rkovars »

I just looked back through my last three orders (up to and including the new #Tide) and they are all there. There is a mix of US and British pounds and also a mix of PayPal and other methods. There is definitely some weird glitch in their system that makes orders not show up in your account sometimes. Looking back through my history nothing looks missing for me but that isn't 100%. I could be missing something and just don't remember. I do have a weird one in there from early this year that shows 3 items and I have no idea what it could be. :oops:
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Re: Time to contact customer service?

Post by JAFO »

@rkovars
Could it be FOC spares or returns packs? They show up as orders, don't they? Possibly straps, but I would have thought you could see the details in that case.
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Re: Time to contact customer service?

Post by jkbarnes »

Just got this email from Christopher Ward:

“We regret to inform you that there was an oversight in our inventory management, and the product you ordered N20-STL-28-SXS-MA was oversold…

To resolve this matter promptly, we are placing a new order in our system for the same product at the original price you purchased.…”

I guess that answers my question! I wonder if this might mean I’ll be getting the updated Consort with the micro adjustments?!
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Re: Time to contact customer service?

Post by WileyECoyote »

Not what I was thinking but it does answer your question! Sounds like CW is doing right by you in honoring the sale price because it wasn't your fault that their system allowed the product to be oversold. The wording of their email to you would make one think another bracelet exactly like what you thought that you were getting. Doesn't hurt to wish for the updated Consort with the micro adjustments. In the January sale, I bought one of the original Consort bracelets without the micro adjustment. No complaints about the looks of the bracelet. Unfortunately, I am person in which my wrist size changes according to the weather temperature & what I happen to be doing at the time. I took the bracelet to a local watch shop that has resized my other bracelets for $5 each to remove a couple links. Part of the time in cooler weather or low activity, the bracelet fits perfectly. Most of the time, it feels too snug, so I have worn it very little. I plan to take it back when in Salina (90 miles from home) to have a link put back in. I would rather it be loose fitting part of the time rather than the other way. Makes me think that I will not be buying any bracelets in the future without some type of micro adjustment.

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Re: Time to contact customer service?

Post by jkbarnes »

WileyECoyote wrote: Tue Jul 09, 2024 3:13 pm Makes me think that I will not be buying any bracelets in the future without some type of micro adjustment.

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I’ve definitely been spoiled by micro-adjustments. If this bracelet lacks it (which is the assumption I’m going on), I’ll do what you do and wear it slightly loose.
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Re: Time to contact customer service?

Post by rkovars »

^^^ I don't have any issues with mine wearing it loose. The links are very small and it isn't impossible to get a good fit without the micro-adjust. It is also very light which also helps.

@JAFO It is a service invoice! I had to go back through my emails to figure out what I sent back in Feb of this year. I sent the FLE back to get the seconds hand swapped! I completely forgot about that. For reference down the line - a return invoice for service will have 3 items at 0 cost (shows as - on the invoice). It also has a unique number that will start with SRINVOICE. I didn't really look closely as the invoice number would have been a dead giveaway. It did cross my mind that I returned something but for the life of me I couldn't remember what. :oops:

Good news Drew on the outcome. I can see how that could happen. Fulfillment, I am sure, goes crazy during the sales. Crossing my fingers that they jet out a new one! [-o<

I got my #Tide strap yesterday with no issues. Looks great on the Ombré. Pics to come later :thumbup:
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Re: Time to contact customer service?

Post by JAFO »

@jkbarnes

I may be proved wrong, but I can't see them tooling up for a single old style bracelet. I expect you will get current production.
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Re: Time to contact customer service?

Post by jkbarnes »

Just got the confirmation email for the new bracelet. The SKU# is identical to the current bracelet with the micro adjustments. Fingers crossed! 🤞
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