Customer Service

Discuss Christopher Ward watches
Mark Richmond
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Customer Service

Post by Mark Richmond » Tue Dec 24, 2019 12:37 pm

Is customer service normally ok with CW?

My wife bought a CW watch for me online yesterday morning, and I am fairly sure the website said all orders before 1pm would be delivered by Christmas. Obviously they have taken it down since so I can't check.

Anyway one frustrating phone call later, turns out they meant to say "delivery by the first week in Jan" and this was "obvious from the website."

As my wife said, "At least you still do free returns."

Happy Christmas.

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Re: Customer Service

Post by Amor Vincit Omnia » Wed Dec 25, 2019 4:22 pm

It may be that the watch was not currently in stock, in which case it would have been marked for January delivery.

This would probably be what they meant by it being obvious from the website.
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Re: Customer Service

Post by jtc » Wed Dec 25, 2019 5:43 pm

The web site (and it being maintained up to date) is a weakness of CW.
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Re: Customer Service

Post by nbg » Wed Dec 25, 2019 6:32 pm

Well there was no ambiguity in the email I received on 23 December.
70BB72E1-CC95-42D9-BC98-E89323804A15.png
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Re: Customer Service

Post by downer » Wed Dec 25, 2019 7:01 pm

^^ Unless you happened to order one of these...


Image

Or any other out of stock item. I guess it depends on what the OP actually ordered...
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Re: Customer Service

Post by nbg » Wed Dec 25, 2019 7:44 pm

Agreed. I would have thought it’s difficult to order an out of stock item for next day delivery! :lol:

So if the item was in stock and ordered (without engraving), by 1:00pm on 23 December, it would presumably have been delivered yesterday.

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Re: Customer Service

Post by Lavaine » Thu Dec 26, 2019 5:40 am

Even if the item was marked "Out Of Stock" on the website, telling the customer that it was "obvious from the website" is very poor customer service. There are nicer ways to say it. "I'm sorry for the misunderstanding, but the watch you ordered is out of stock and will ship the first week of January".
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Re: Customer Service

Post by Amor Vincit Omnia » Thu Dec 26, 2019 6:15 am

^^^As we do not have a transcript of the phone conversation or the employee’s version of what was actually said, it may be better not to speculate.
Steve
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Re: Customer Service

Post by Mark Richmond » Thu Dec 26, 2019 4:36 pm

Ah I see. Of course. Let's not speculate.

Wow.

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Re: Customer Service

Post by Mark Richmond » Thu Dec 26, 2019 5:39 pm

FWIW it is the C3 Morgan Chronograph, black strap.

There was never any indication that stock was an issue.

The watch was bought with finance but that was approved by 11:30am.

Obviously the Christmas delivery is not the main issue any more.

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Re: Customer Service

Post by Amor Vincit Omnia » Thu Dec 26, 2019 8:56 pm

OK, thanks for the clarification. Sorry if my earlier post sounded a bit off, I just felt we needed to know a bit more detail, e.g. which watch, so as not to form any hasty conclusions.

Sounds as though it ought not to have been an issue. Your best bet would be to contact CEO Mike France personally.
Steve
The half minute which we daily devote to the winding-up of our watches is an exertion of labour almost insensible; yet, by the aid of a few wheels, its effect is spread over the whole twenty-four hours.
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Re: Customer Service

Post by Mark Richmond » Sat Dec 28, 2019 2:40 pm

No. My apologies. For some reason, when I first saw your post I took you for a member of CW staff. Your post was perfectly reasonable!

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Re: Customer Service

Post by Bahnstormer_vRS » Sat Dec 28, 2019 3:27 pm

Mark Richmond wrote:No. My apologies. For some reason, when I first saw your post I took you for a member of CW staff. Your post was perfectly reasonable!
Not a problem to@AVO I'm sure.

For information, Mark, whilst members of CW read the forum periodically, the Forum is operated independently of CW and they do not contribute to it, nor exercise any control over it.

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Re: Customer Service

Post by Mark Richmond » Sat Dec 28, 2019 4:00 pm

Thank you for explaining.

Anyway, rather unexpectedly, the watch arrived this afternoon.

It is amazing! :)

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Re: Customer Service

Post by Amor Vincit Omnia » Sat Dec 28, 2019 5:09 pm

Just relieved to hear that you have received the watch and that you like it, Mark. Just a shame you couldn’t get it before Christmas.

Welcome to the forum. Now...pictures?
Steve
The half minute which we daily devote to the winding-up of our watches is an exertion of labour almost insensible; yet, by the aid of a few wheels, its effect is spread over the whole twenty-four hours.
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