Puretime - Actual costs, custom orders and delays - UK customer - experiences so far

[channeh]

Hi all,

I want to tamper my frustrations here, as I still do not have a working watch in my possession despite placing an order (and paying) 2 months ago. I am going to state timeline, costs and facts. Without any analysis in the table. I will save my comments after.

Date	Comment	Cost to me
19-01-19	Placed a custom order for Noob Daytona 116500 ($688) alongside ARF Dial and install ($68)
21-01-19	Paid for order - alongside $35 Shipping - less bitcoin	$ 756.00
25-01-19	QC for watch received
26-01-19	QC for dial received
29-01-19	Shipped - Greenlight no revisions, dial installed
12-02-19	Watch received. UK Customs charge required to pay £25. On receipt the watch doesn't work. Sent video and email to team	$ 30.00
14-02-19	Returned and shipped back to China for fixing - buyer pays	$ 65.00
19-02-19	Watch delivered in China
26-02-19	PT Comms - Informed that they can no longer can replace the noob watch with new watch and move ARF dial across. ARF considered useless. Can try and fix the watch with watchmaster
04-03-19	PT Comms - Chaser email by myself on situation. PT offered refund though only 90% of watch can be refunded. Can't refund dial and shipping fee.
06-03-19	PT Comms - Offered to exchange watch if wanted though only price of noob watch considered. PT cannot deduct price of the ARF dial. I would need to pay shipping fee too
07-03-19	Paid a top up via Bitcoin - Exchanged noob watch for AP 15703 v9.5 and Santos Cartifer GF 35mm. No discount, now the shipping cost $45 ($10 more from initial cost)	$ 147.50
09-03-19	QC Pictures arrived
11-03-19	QC Pictures approved
12-03-19	Shipping received tracking received
Today (21-03-19)	Watch still not received
Total	71 days ongoing , (Occurred during CNY - 315 World Consumer Rights day)	$ 998.50
People dealt with	Jennifer offered watch with ARF dial installation
	Shuang handled the bitcoin payment, exchange of watch, top up
	Elena offered QC and installation

Thoughts
- If custom orders do not work, you will take the loss. (as evident in this topic chain too - https://forum.replica-watch.info/for...bad-experience)
- Shipping costs flucuate - $35 vs $45
- 90% of any watch can be refunded. Mods and the like are not refunded.
- Exchanges of watch COST delivery but if you were to have a repaired watch shipped, it does not.
- No goodwill and buyer is expected to chase, follow up, pay for shipping in order to reach a conclusion - Initiative is on you

Very frustrating process overall

 

[puretime]

I am terribly sorry for what happened, custom build is offered for the customers convenience, some bought the watch and dial and bezel and got it replaced locally and it will be the same out come, if the watch worked in the first place, we would not have to deal with any of these.

Regarding the shipping fee, is the second order shipping fee calculated by us or the web-site? If the web-site says $45 then it is $45, if web-site says $35 and it could be a mistake, we can refund the $10 to you.

You were right about the exchange of the watch should cover shipping, please PM me your order info and I will refund you the second shipping fee.

I am sorry for you have to chase us to follow up, we were just a bit busy after the CNY, a huge backlog of works

 

[channeh]

Thanks a lot for the note.

I can imagine that you are very busy and it's difficult to manage. I will PM you my order number.

I think the option of $35 vs $45 is whether the buyer wanted to "route" it through the UK, with the latter more expensive if chosen. However, given I am based in the UK, I didn't think the additional cost was right.

 

[puretime]

Thank you for your understanding. Shuang might calculated $45 instead of $35 by mistake. I will check your PM and write back soon

 

[channeh]

Thanks. Watch remains in shipping so I will update the forum once received.

 

[puretime]

Hope you can recieve it safely and in good condition

 

[channeh]

True to Puretime/Angus word, I have been refunded the shipping. Very honorable over RWI!

Though the wait for the watches continue....

 

[puretime]

That's what we are supposed to do, my friend. The watches should arrive soon

 

[Abduljay]

Great customer service!
might check them out for custom order myself

 

[puretime]

Great customer service!
might check them out for custom order myself

Thank you for your kind words and we look forward to doing business with you

 

[channeh]

For those who may be following, the item has arrived in UK customs on 20/March/2019 and has not been released yet. It is currently 27/March/2019 and I am advised that it is an incredibly busy time for the customs office.

The wait continues...

 

[watchmms]

Thanks for posting your updates. I am happy to see that Puretime is dealing with the issue in a good way. Excited to see pictures of your watch when it arrives!

 

[puretime]

For those who may be following, the item has arrived in UK customs on 20/March/2019 and has not been released yet. It is currently 27/March/2019 and I am advised that it is an incredibly busy time for the customs office.

The wait continues...

Appreciate your patience and understanding. Hope everything moves smoothly and you can get it soon

 

[channeh]

Help! The package has been delivered today, but the AP has been confiscated / stolen as it is no longer in the package. The package has been opened there is no AP inside. Can you help

 

[puretime]

Help! The package has been delivered today, but the AP has been confiscated / stolen as it is no longer in the package. The package has been opened there is no AP inside. Can you help

Sorry for what happened. I will check and get back to you through PM

 

[channeh]

While one watch has been seized and I am working through it with puretime and rwi.

I wanted to share with you the gorgeous Santos De Cartier Medium 35mmx40mm GF!

More pics to come

​​​​​​​

 

[channeh]

 

[puretime]

It looks good. Regarding the other watch, i will investigate and get back to you through PM later

 

[channeh]

Hi all,

I have returned from holiday and received the AP 15703 which was seized during shipping.

Puretime are amazing and do pull through! It has taken a number of months but puretime has remained upbeat and very very professional.

I wanted to say thanks and pics are incoming!

 

[Xabo]

Thank you for sharing your experience. Good to see that there is honorable customer service with PT!