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Christopher Ward Customer Service Experience

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WatchEnthusiast1983

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Discussion starter · #1 ·
After seeing CW's lineup at the Worn and Wound show last year, I decided to give them a try. I figure they are chronometer certified watches that look decent at a reasonable price.

I wasn't sure which one I wanted exactly, and long story short, I want to return the one I ordered within the 60 day return period. The watch is unworn, etc.

It's been a month of repeatedly emailing and calling to no avail. Crickets via email. I mean how bad is that? They can't even be bothered to respond to multiple emails. When I call, all I get is the same annoying hyper rich London accent of Mary Poppins on voicemail. "The CW customer service team is not available right now." Yadda, yadda. Leave a message, which I have, and still nothing.

I'm at the point that I'm going to get my credit card company involved.

Anybody else dealing with the same issues?
 
#4 ·
Have you checked your spam folder/filter? In the past when I reached out to their CS, my email for some reason put their responses in the spam folder. I was getting miffed because I thought they were unresponsive only to find they had responded but the response somehow ended up in my spam folder.
 
#5 ·
Yup, check the spam folder first. I've had them go there in the past. My experience was a little different, however, it was for a collaboration with them, so they were very responsive and helpful. Give them a couple more days but otherwise, I'd just start a chargeback with the credit card company. That should move some needles definitely.
 
#9 · (Edited)
That's soo disappointing. They used to be known for their customer service. I remember having a minor defect on a strap that came with my C8 power reserve and they immediately shipped me out a new one... one would expect service from a micro, however big they may have gotten now, to be top notch...sigh...
 
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#10 ·
This is far from the first time I’ve read something like this about CW. Sad to see their CS go into the s****er.

My next step would be to contact them through one of their social media channels.
 
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#11 ·
I have a Bel Canto on order. If it is defective I will be unhappy. Worse if they are unresponsive.
 
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#12 ·
Nokie said:
Owned numerous CW watches and anytime I have reached out to them, they have responded promptly. No issues.

Hope you get it sorted out to your satisfaction.

Good luck.
Click to expand...
Spectacular customer service every time with them.
 
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#14 ·
It hasn't been the same since Christopher Ward (the man) parted ways with Christopher Ward (the company) in 2020.
 
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#15 ·
Keep calling and emailing. Keep track of your emails. They will let you return it once they finally get back to you, even if its outside the 60 day as long as you can show you were trying to return it and they were unresponsive.
 
#16 ·
If you’ve been trying for a month I’d definitely involve my cc company. You have to do so in a timely fashion and be able to document each attempt with CW. Good luck.
 
#17 ·
nope. Always had a wonderful experience with them. Probably the best pro active costumer support service from any watch brands I’ve dealt with.

You’ve tried emailing them (assuming u got the right email), but have u tried making a call?
 
#20 ·
Docrwm said:
If you’ve been trying for a month I’d definitely involve my cc company. You have to do so in a timely fashion and be able to document each attempt with CW. Good luck.
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Good advice from Doc. I had car problems and the garage was having to share a service manger with another of their outlets so like a good chap I didn’t press them - fool. I ended up with nothing as they just said that I had left it too long.
 
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