Watch lost in delivery, what should I do?

Casimodo · May 5, 2023

What's the most recent step in the tracking history? Two weeks between entering the country and being presented to Customs is fairly normal. And if Customs decides to thoroughly inspect the shipment, you're going to be waiting a while longer. I've had items stuck at Customs for more than a month.

Gerrard8 · May 5, 2023

Seikonut1967 said:
The onus is on the sender of the watch. You can by all means follow the tracking instructions, but it's the responsibility of the person who actually posted the watch to set the wheels in motion for a resolution.
If you don't receive the watch in an allotted time frame (not sure of the time frame in your country) then it's classed as lost or stolen. Then the sender either refunds the price of the watch or sends a replacement. If neither is forthcoming, then contact your credit card provider for a charge back.
The seller may go down that route anyway, then just collect the insurance from the postal service. That way he's not out of pocket. Kind of a shady move on his part, but he'll no doubt be looking to recover cash to the value of said watch. All this is hypothetical, but could happen, and often does in a lot of cases.

Thanks for the long reply.
I could not agree more.

Having said that, I still trust this microbrand owner is a decent guy at this moment.

I do feel a couple of things could be better, e.g., he could have sent a replacement watch when the original brand new watch is reported with issues (clear photos). It is unnecessary to cut a small corner using national postal service. Both in his and my country are not cheap at all compared with DHL. Of course, the QC could also have been better. He does not sell that many watches.

Dougabug · May 5, 2023

I have experience in this... I bought a watch from a very well known micro brand that is constantly praised by a certain YouTuber who touts their customer service.
The watch I purchased was lost after it went 'out for delivery'.

I don't want to moan about my experience but long story short I had to do a chargeback through my bank.

bigclive2011 · May 5, 2023

Dougabug said:
I have experience in this... I bought a watch from a very well known micro brand that is constantly praised by a certain YouTuber who touts their customer service.
The watch I purchased was lost after it went 'out for delivery'.

I don't want to moan about my experience but long story short I had to do a chargeback through my bank.

Ahh Doug…you can’t leave it like that…spill the beans 😛

Gerrard8 · May 5, 2023

Casimodo said:
What's the most recent step in the tracking history? Two weeks between entering the country and being presented to Customs is fairly normal. And if Customs decides to thoroughly inspect the shipment, you're going to be waiting a while longer. I've had items stuck at Customs for more than a month.

It passed customs 7 days ago. So in the step to my local postal office. Normally it takes 1 to 2 days after customs. So I somehow believe it is lost or stolen.
A small parcel labeled with watch inside and with CH in the tracking number does have more chance to be in trouble. That is also why i said earlier it amazed me that he chose Swiss post.

Casimodo · May 5, 2023

Gerrard8 said:
So in the step to my local postal office.

ah.

Well, it can go wrong there too. If they sorted it wrongly and it ended up being sent to the wrong postal office, it could take a while for it to re-appear. But to my knowledge only the Belgian postal service is that incompetent.

Dougabug · May 5, 2023

bigclive2011 said:
Ahh Doug…you can’t leave it like that…spill the beans 😛

Alright Clive 😂, one moanfest coming up...

As I said the watch was lost after it went out for delivery. I contacted the microbrand numerous times and they simply would not listen to what I was saying. They kept insisting it must be in customs and refused to launch an investigation with the shipping company.
I launched my own investigation with the shipping company who confirmed the parcel was lost, but said they couldn't do anything as the sender is the one who needs to refund.
I sent all evidence of this to the microbrand who then finally said they'd launch their own investigation with the shipper.
Over a month passed (when my investigation only took 1 week) and every time I contacted them they just kept saying they would consider a refund after the investigation was complete.
I got fed up and performed a chargeback through my bank.
I then got contact from the microbrand saying I didn't follow the correct procedure and they could so easily claim that money back if they wanted to but that they weren't going to 😂
The company in question... Well I don't want to name directly but it rhymes with Pan Lenry.

Gerrard8 · May 5, 2023

Casimodo said:
ah.

Well, it can go wrong there too. If they sorted it wrongly and it ended up being sent to the wrong postal office, it could take a while for it to re-appear. But that kind of incompetence is usually only reserved for the Belgian postal service.

Yep, I hope this is the case.
It just temporarily get lost.

I do feel more comfortable with DHL, UPS for watches’ delivery.

I am also less interested in microbrand, to be honest. I think this might be my last microbrand watch, at least for a while

Pongster · May 5, 2023

Dougabug said:
Alright Clive 😂, one moanfest coming up...

As I said the watch was lost after it went out for delivery. I contacted the microbrand numerous times and they simply would not listen to what I was saying. They kept insisting it must be in customs and refused to launch an investigation with the shipping company.
I launched my own investigation with the shipping company who confirmed the parcel was lost, but said they couldn't do anything as the sender is the one who needs to refund.
I sent all evidence of this to the microbrand who then finally said they'd launch their own investigation with the shipper.
Over a month passed (when my investigation only took 1 week) and every time I contacted them they just kept saying they would consider a refund after the investigation was complete.
I got fed up and performed a chargeback through my bank.
I then got contact from the microbrand saying I didn't follow the correct procedure and they could so easily claim that money back if they wanted to but that they weren't going to 😂
The company in question... Well I don't want to name directly but it rhymes with Pan Lenry.

Any other clues?

Gerrard8 · May 5, 2023

Dougabug said:
Alright Clive 😂, one moanfest coming up...

As I said the watch was lost after it went out for delivery. I contacted the microbrand numerous times and they simply would not listen to what I was saying. They kept insisting it must be in customs and refused to launch an investigation with the shipping company.
I launched my own investigation with the shipping company who confirmed the parcel was lost, but said they couldn't do anything as the sender is the one who needs to refund.
I sent all evidence of this to the microbrand who then finally said they'd launch their own investigation with the shipper.
Over a month passed (when my investigation only took 1 week) and every time I contacted them they just kept saying they would consider a refund after the investigation was complete.
I got fed up and performed a chargeback through my bank.
I then got contact from the microbrand saying I didn't follow the correct procedure and they could so easily claim that money back if they wanted to but that they weren't going to 😂
The company in question... Well I don't want to name directly but it rhymes with Pan Lenry.

Many microbrands just throw away watches to reviewers. They get good score on social media. When it comes to issues with customers, they just cut corners.

As I said, in my case, I do expect they sent a replacement watch shortly after I reported the brand new watch is with issues. Enn, they just take their time…

wanderer · May 5, 2023

With the current state of global shipping, I would give it some more time. A good seller will do the right thing and a good buyer would let them sort it all out.

Rodentman · May 5, 2023

On 24 April a bracelet I ordered showed on tracking at the PO of the company city. As of today it still shows there. The company says once they ship it is my issue. I think it will eventually arrive but in the future I will pay extra for priority mail.

baldmarc1 · May 5, 2023

call your credit card and reverse the charges

seadial · May 6, 2023

I have had items seemingly disappear only to turn up eventually. So although inconvenient I suggest you wait a bit longer after reporting it. Items can be put in the wrong sorting bag and sent off to the wrong area but will be back once the error is detected. Just recently I had a non-watch item stall on the tracking, both I and the seller could see it and I also reported the non-delivery to the seller. He said wait two weeks, I did and then the money was refunded. Surely that item was stolen, this happens very rarely but there are thieves in the postal system and it is bad luck when you strike one. I might add every watch I have purchased arrived eventually, and I buy many.

RobSmith · May 6, 2023

Gerrard8 said:
Long story short, I bought a brand new microbrand watch, delivered from Switzerland in March.
Upon receiving the watch, I immediately realized that there is an uneven gap underneath the bezel. At one side, I can slide a piece of A4 paper deep into the gap. Potentially touching the gasket/O-Ring seal. The brand owner asked me to send the watch back, and promised to fix it and send the watch back.

He sent the watch back using Swiss post with tracking number more than 2 weeks ago. The parcel then gets lost in the national postal service of my country. Well, not yet officially confirmed lost, but it is the most likely scenario.

What would you do in this scenario?
Is it sensible to ask for a replacement watch, and propose for delivery using DHL/UPS/FedEx? The brand new watch did first come with DHL.

Any comments or suggestions?

The experience further cools down my interest in microbrand watches. The watch is not that cheap, compared with Mido, Oris, Longines. But with noticeable QC issues, and it is just one hassle after another afterwards.

I'd send it back insured, so I'd just collect the insurance and move on.

And what's an A4 paper?

Pongster · May 6, 2023

Gerrard8 said:
Many microbrands just throw away watches to reviewers. They get good score on social media. When it comes to issues with customers, they just cut corners.

As I said, in my case, I do expect they sent a replacement watch shortly after I reported the brand new watch is with issues. Enn, they just take their time…

I bought a watch from Botta Design before. Shipped thru post. Got lost in tracking. I reported. They shipped me a new one via DHL. Got it within the week. After some months the first watch shipped showed up in our local post office. I asked Botta what they want: give me money to pay customs dues for me to sell it for them and remit money to them OR I reject it and it will be shipped via post to them again. They thought about it and chose the latter.

Gerrard8 · May 6, 2023

Pongster said:
I bought a watch from Botha Design before. Shipped thru post. Got lost in tracking. I reported. They shipped me a new one via DHL. Got it within the week. After some months the first watch shipped showed up in our local post office. I asked Botha what they want: give me money to pay customs dues for me to sell it for them and remit money to them OR I reject it and it will be shipped via post to them again. They thought about it and chose the latter.

Quite similar situation.
You do raise another good point: tax involved.

I did pay around 300$ alone for tax when the original brand new watch came with DHL. So one more hassle.

Casimodo · May 6, 2023

Gerrard8 said:
You do raise another good point: tax involved.

I did pay around 300$ alone for tax when the original brand new watch came with DHL. So one more hassle.

If Customs tries to send you an invoice, reply with all the paperwork showing that you paid taxes on it before and had to send it back for repairs. They should waive them at that point.

cattr · May 6, 2023

The courier are responsible for that.

sticky · May 6, 2023

You’ve received some excellent advice and you seem to be pro-active so I hope things turn out well for you.

Watch lost in delivery, what should I do?

Casimodo

Gerrard8

Dougabug

bigclive2011

Gerrard8

Casimodo

Dougabug

Gerrard8

Pongster

Gerrard8

wanderer

Rodentman

baldmarc1

seadial

RobSmith

Pongster

Gerrard8

Casimodo

cattr

sticky

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