First order with delivery problem BUT perfect customer service !

[Alexis12]

Hi everyone !


After my first order 7 years ago with another TD for a HBB V6, I go with KS for a beautiful AP 15500 blue Dial.

Everything went smooth, QC pics/videos was perfect.


During that covid period, the delivery from UK to France get... harder... after 2 weeks the tracking didn't moved and the day after the tracking show delivered and signed by me.

The problem is that I didn't received it, I didn't signed for it so at this moment I was in a bad situation.


After contacting KS and opening a case with the French Post, they finally claimed that the package is lost so that the sender need to contact them to get a compensation.

Since KS use Royal Mail in UK, he did the same thing with them BUT they claim the package is delivered.


In those situation, we can clearly see the professionalism of KS, why ?


1- WE SPLIT THE DEFICIT (He did a partial refund)
2- HE PROMISED A DISCOUNT ON ANOTHER ORDER (Again, reduce his margin to reduce the loss on my side)

As a result, I lost money (yes) but the fact is that we all know it can happen BUT we can't except a better Customer Service from a situation like that !


PS 1 : KS did a perfect job on his side, more than what we can except.
PS 2 : I will continu to exchange with Royal Mail and La Poste because we all know that when we paid for an insurance, it's simple, but when it comes the refund, they will be make it harder.

 

[Sonofalich]

KS is a great TD and a great guy. So I'm glad your situation worked out well for both of you. I'm also pleased that you handled it maturely and as a reasonable human. You saw it from both of your point of views. Most people would have spat their dummy out, but you did the right thing. So although it sounds patronising, you should be commended for that.

 

[Alexis12]

KS is a great TD and I'm glad your situation worked out well for you, I'm also pleased that you handled it maturely and as a reasonable human. You saw it from both of your point of views. Most people would have spat their dummy out, but you did the right thing. So although it sounds patronising, you should be commended for that.

Of course, I'm not so happy about the situation because I lost money, but in that situation, KS too and he wasn't responsible so I can't be 100% angry.

This is a strange feeling but I'm "happy" about the result because it could be worst.

KS did a great customer satisfaction job and this is the most important in that story.

KSwatches Thank you again !

 

[KSwatches]

Thank you for understanding.

For clarification, this was a unique situation where buyer (a new customer) claimed the item did not arrive, despite us receiving written confirmation from the postal carrier that delivery was made (registered, tracked/signed and insured post from U.K. to France).

I agreed to refund you >50%.

As you can imagine, no seller of gen goods, would be expected to refund in this situation.

 

[Alexis12]

For clarification about the « delivery », the claim result from the French Post OFFICIALLY said the package is LOST and not delivered (Claim result send to KS).

The tracking said « Delivered and Signed » because the postman signed for me and...

So there is not only my voice claiming « I don’t received the package » which is a little bit different.

RoyalMail claim said « it is delivered » but they didn’t contact La Poste (France), it is impossible, since the claim from them said « lost package ».

That is why about them (royalmail and la poste) I’m not going to stay like that. I will contact them again and again for compensation and split again with KS.

BUT on the other side, KS did a great customer service this is not on his side but the delivery company.

Thank you again