PureTime has been my go-to dealer since I joined here. I've placed 5 orders with them totaling about $4k.
I just had to share my latest experience.
On an order that I placed at the beginning of January, they forgot to send several of the parts that I ordered. After waiting the several weeks it took for the package to arrive, I contacted them immediately when I found that there were parts missing. I would have thought they'd offer to send the parts they had forgotten, but instead asked me if they could include them the next time I placed an order. I reluctantly agreed to this.
Shortly thereafter, the CNY break was upon us. During that time I decided on my next order and waited until they were back. And then their website went offline. When Angus posted here on the forum that they were still taking orders via email, I sent an email to try to order 3 new watches and also to ask them to include the parts I was owed. After a few days I received a reply that I had to wait for the website to come back up first. I saw that many people here on RWI were successful in placing orders over email, so I didn't understand this, but waited for the site to come back.
Finally the site returns and I check stock on my watches and then place my order on the website. I get my payment instructions and send my payment. A couple days go by and I get a message that one of the watches isn't available, they don't know when it'll be available, and would I please pick something else. I inform them that there is unfortunately nothing else I'm interested in at the moment and I would like that portion refunded. They accept and say that it is their policy to not make the refund until after the remainder of the order ships. No problem.
Over the next 4-5 days I received the QC pics for the other two watches, which I accept, and also reply with reminders about the other parts from my previous order to include (they requested I do this). I get QC pics of the first part which I accept. After waiting a few more days I ask for an update on the remaining parts. They ask me to please be patient as they still haven't sourced them.
After 2 weeks had passed, I asked them to please update me on my order. At this time I get an email saying "We completed your order and sent QC pics for the parts and you replied "Do not ship" so tell us what is wrong with the parts." To this I replied that I had received no such QC pics, and had sent no such reply. I said that if they had any email such as this from me to please forward it to me. To this I get a reply "We have discovered our colleague sent the pics to the wrong person, we will send them to you shortly." I finally receive the pics, OK them, and ask them to please ship the order.
The glorious day arrives that I receive my ship confirmation and tracking number. A couple days go by so I inquire about my refund. They reply "May I have your paypal account address so that we can refund you immediately?" so I send it to them. Several more days go by with no refund, so I send another request for an update on the refund. To this I receive "Sorry, the money in our account is not enough, we need to collect more money to refund."
And this is where I stand as of now. While I doubt anyone has actually read this novel of a post, I wanted to share with you my experience and sheer incredulity over this debacle. Needless to say, they have lost my business forever. There are too many TD's here that provide vastly superior service.
I just had to share my latest experience.
On an order that I placed at the beginning of January, they forgot to send several of the parts that I ordered. After waiting the several weeks it took for the package to arrive, I contacted them immediately when I found that there were parts missing. I would have thought they'd offer to send the parts they had forgotten, but instead asked me if they could include them the next time I placed an order. I reluctantly agreed to this.
Shortly thereafter, the CNY break was upon us. During that time I decided on my next order and waited until they were back. And then their website went offline. When Angus posted here on the forum that they were still taking orders via email, I sent an email to try to order 3 new watches and also to ask them to include the parts I was owed. After a few days I received a reply that I had to wait for the website to come back up first. I saw that many people here on RWI were successful in placing orders over email, so I didn't understand this, but waited for the site to come back.
Finally the site returns and I check stock on my watches and then place my order on the website. I get my payment instructions and send my payment. A couple days go by and I get a message that one of the watches isn't available, they don't know when it'll be available, and would I please pick something else. I inform them that there is unfortunately nothing else I'm interested in at the moment and I would like that portion refunded. They accept and say that it is their policy to not make the refund until after the remainder of the order ships. No problem.
Over the next 4-5 days I received the QC pics for the other two watches, which I accept, and also reply with reminders about the other parts from my previous order to include (they requested I do this). I get QC pics of the first part which I accept. After waiting a few more days I ask for an update on the remaining parts. They ask me to please be patient as they still haven't sourced them.
After 2 weeks had passed, I asked them to please update me on my order. At this time I get an email saying "We completed your order and sent QC pics for the parts and you replied "Do not ship" so tell us what is wrong with the parts." To this I replied that I had received no such QC pics, and had sent no such reply. I said that if they had any email such as this from me to please forward it to me. To this I get a reply "We have discovered our colleague sent the pics to the wrong person, we will send them to you shortly." I finally receive the pics, OK them, and ask them to please ship the order.
The glorious day arrives that I receive my ship confirmation and tracking number. A couple days go by so I inquire about my refund. They reply "May I have your paypal account address so that we can refund you immediately?" so I send it to them. Several more days go by with no refund, so I send another request for an update on the refund. To this I receive "Sorry, the money in our account is not enough, we need to collect more money to refund."
And this is where I stand as of now. While I doubt anyone has actually read this novel of a post, I wanted to share with you my experience and sheer incredulity over this debacle. Needless to say, they have lost my business forever. There are too many TD's here that provide vastly superior service.
