I'm not sure the support submission form on their site is working. I tried it with two different browsers recently and nothing happened when clicking Submit, nor did I receive a confirmation email, which I have in the past. I also tried sending an email to cms@casio.com, but I never received a reply.

Regarding the used watch, they shouldn't be selling it as a new item.

 

Definitely to be returned!

I'm assuming that "the site" means you got it direct from your country's G-Shock site?

Was there any sort of returns paperwork in with your delivery?

Is there a returns link on their website?

Did you get any sort of order confirmation emails, are there returns or contact info on them?

Sent from my Pixel 3a using Tapatalk

 

I would return immediately.

You did pay for a new watch so you should get a new and fresh piece...

If you ordered a refurbished one, different story, but even then they should have reset the watch completely....and put in a fresh battery.... something is off there.

 

I’ve emailed customer service via website, received a case number...

Then NOTHING.

I have no faith in Casio customer service.


Sent from my iPhone using Tapatalk

 

Try sending them an email or calling customer service. I would call first though as they are more responsive phone wise then email but then send an email
If you don't hear from them in a weeks time then if you paid with a credit card then contact your credit card company and start a dispute, tell them you have tried to contact them but you got no response (I would have a copy of the email you sent them (even if you have to screen shot it) )

The Credit Card company may reverse the charge and get your money back. Then you have to figure out how to send the thing back. The best thing is if the credit card charge back gets Casio's notice and they make contact with you to resolve it.

 

What site did you buy the watch from?

 

Sorry all, I should have clarified, yes this came from G-Shock’s website.

I did get order confirmation and shipping emails, but the links in those took me to the same page. I didn’t even look at the paperwork that came in the box, was doing like 3 things at once and left the house again fairly quickly after, won’t be back until Sunday, so I’ll look then.

Some of the comments posted don’t fill me with confidence in getting a hold of G directly, haha. I guess if I’m to buy any other Gshocks I’ll probably be going through dealers. I’ll see what their hours are and try calling today, or try sending a couple emails. I do think I paid through PayPal, so if it came to the point of filing a dispute I know they’re pretty good about buyer protection.

The only issue with returning this one, is that they’re out of stock on these again, and I already quite like this thing, so I would be pretty unhappy to have to wait until they’re back in stock.


Sent from my iPhone using Tapatalk

 

Sorry all, I should have clarified, yes this came from G-Shock's website.

I did get order confirmation and shipping emails, but the links in those took me to the same page. I didn't even look at the paperwork that came in the box, was doing like 3 things at once and left the house again fairly quickly after, won't be back until Sunday, so I'll look then.

Some of the comments posted don't fill me with confidence in getting a hold of G directly, haha. I guess if I'm to buy any other Gshocks I'll probably be going through dealers. I'll see what their hours are and try calling today, or try sending a couple emails. I do think I paid through PayPal, so if it came to the point of filing a dispute I know they're pretty good about buyer protection.

The only issue with returning this one, is that they're out of stock on these again, and I already quite like this thing, so I would be pretty unhappy to have to wait until they're back in stock.

Sent from my iPhone using Tapatalk

"The only issue with returning this one, is that they're out of stock on these again"

I know you like the watch, but don't settle for having paid new GBX100-2 money for a used one. Even if you have to wait for a few weeks or months, i suspect you will be even more happy when a actual new one arrives in your hands. I would just put it back in its boxes and seal up the shipping box to await shipping it back. You paid for a new watch and got a used one. Don't let Casio off the hook.

Call this number

1-800-706-2534

Contact Us by Phone - Casio Support Page | Casio USA

Contact Us by Phone - Casio Support Page

www.casio.com

.)

 

Figured I'd update anyone interested, I heard back from Casio CS today, and they sent me a return shipping label. Nothing on if they're just going to send out a replacement when they get this one back, or if they're refunding and then I'm on my own to get another when they're back in stock, or see if I can find one elsewhere.

I got so used to looking at this awesome MIP display that when I threw on my steel square, as much as I love it, there was a brief moment of sadness looking at the classic style display, haha.

 

with the rampant return culture where its not just try before you buy, its try, try and try some more, maybe do a review, flex on social media then send it back, is it any wonder that you end up with used stock?

the notifications is a dead give away its been used. it shouldnt be hard for them to track down the previous owner but more than likely theyll just get you to return it, then you wait for more stock to arrive and theyll send out a replacement.

if you are happy with the watch as is, you could always ask for a partial refund or credit since you were sold a used item

 

if you are happy with the watch as is, you could always ask for a partial refund or credit since you were sold a used item

That's what I was thinking I would do, if they'd respond to me asking if they'll be sending a replacement or how this will be handled within minutes of them sending me the return label on Monday.

At this point, I'll just return this one, get a black one from Macy's for 25% off, won't be buying future G-shocks direct from them again (I'd prefer to give my business to a local independent dealer anyway, but none around have these) and hope I never need to rely on their customer service again.

 

I had to remember how I got them to get back to me the first time, since their email contact form still isn't working, and they never responded to either of my replies after they emailed me back.

If you use this page, then use the chat / "leave us a message" bubble at the bottom, you'll actually get a confirmation that they received your request, and was the only way I got them to get back to me. Apparently after that it's a crapshoot, though.

Figured this may be helpful, since others have shared they never even heard back from Casio.

 

My experience buying a watch? great! I bought two metal squares (gmw-b5000-1, and gmw-b5000-9) direct from casio/gshock NA.
My experience returning the watch? still pending. I am still in the process of returning my gold square. its been about 2 months tho.

I purchased the gold watch, initiated a return for it, return request was accepted and got a notification that a follow up email was coming. and then stopped right there. I didnt get a confirmation, i didnt get a return slip/address. i tried emailing (no one answered), i tried messaging (no one could help me) and dont bother calling because Casio USA has closed down their phone operations in the US. because, you guessed it, COVID.

Seeing as how i wasnt about to eat $646 (or take a loss selling it on eBay for a BNIB watch) i called my credit card company to initiate a dispute with Casio.

Again its been about 2 months and no word from Casio. At least i got a statement credit in the mean time.

I did also purchase another gShock from Macys (an authorized g-shock dealer) and same thing like OP. watch was beat to hell, box was not original, no paperwork, the tag was off of another model. It was scary bc i thought i was gonna get screwed by Macys since they might think i was "returning" a **** watch.

All in all, mixed.

 

My experience buying a watch? great! I bought two metal squares (gmw-b5000-1, and gmw-b5000-9) direct from casio/gshock NA.
My experience returning the watch? still pending. I am still in the process of returning my gold square. its been about 2 months tho.

I purchased the gold watch, initiated a return for it, return request was accepted and got a notification that a follow up email was coming. and then stopped right there. I didnt get a confirmation, i didnt get a return slip/address. i tried emailing (no one answered), i tried messaging (no one could help me) and dont bother calling because Casio USA has closed down their phone operations in the US. because, you guessed it, COVID.

Seeing as how i wasnt about to eat $646 (or take a loss selling it on eBay for a BNIB watch) i called my credit card company to initiate a dispute with Casio.

Again its been about 2 months and no word from Casio. At least i got a statement credit in the mean time.

I did also purchase another gShock from Macys (an authorized g-shock dealer) and same thing like OP. watch was beat to hell, box was not original, no paperwork, the tag was off of another model. It was scary bc i thought i was gonna get screwed by Macys since they might think i was "returning" a **** watch.

All in all, mixed.

Macy's sells stock from actual stores. Often is the case with them, they grab whatever tin and box that they can fit the watch in.

To the OP:

Not the confused things even more, but I hear they are discontinuing the teal color GBX.
I'm not saying you should keep this watch at all, I certainly wouldn't!

You can find them on the used market for cheaper, btw. I saw one for sale on watch recon for $120. Also keep in mind you don't pay tax when you buy it on the private used market.

If it makes you feel any better, I much prefer the black version over the teal. Get the black one, you will be happy. I bought both the black and the teal, and sold off the teal [emoji6]

 

I received a faulty Anafrog a couple of weeks ago, ordered directly from G-shock uk. In the box was all the forms needed incase of a return. I simply filled in the relevant information and sent the watch back. This was the Friday, I got an email on the Monday to say it had been delivered, An email Tuesday to say a replacement was on its way and on Wednesday it was on my wrist. Cant really complain with the service at all. I can't understand why its not done this way where you are.

If the watch was out of stock I could've simply had a refund.

 

I recently had to return a G Shock to Casio. Bought off the Casio USA website. The phone lines were not manned because of CV19. The on-line return form did not work. 3 weeks after I emailed them and requested a return number, I finally got an email from Casio USA with a very strange return process directive.

Ordering from Casio USA was great. Customer service is damn near non-existent.

 

Seems I'm not the only one who's had some trouble with them. Guess I was lucky I got the return label email pretty much right away... sadly no communications after that, even from submitting a second request. FedEx notified me my return was delivered today, figure it'll be a couple days for them to process it, otherwise I'll have to file a chargeback.

Hopefully the replacement I ordered from Macy's doesn't show up similar to @NDMiataFan 's experience with them.

 

Returning the watch was also a headache too. Immediately after opening the watch and discovering its condition i ran over to my closest macys store to explain what happened and to have them take the watch back and give me my money. The associate told me that since the watch was "not in a sellable condition" that they could not accept my return. I had to speak to a store manager in order for my return to be accepted since i recieved worn merchandise. I would think twice of ordering through Macys online.

 

Looks like gcentral.com is reporting it as well....

2020 G-Shock Releases That Are Discontinued - G-Central G-Shock Fan Site

The following G-Shock models from 2020 (and late 2019) are discontinued and have ended production, according to Gshock.jp. This list does not include watches

www.g-central.com

It is a shocker, without a doubt. I hope they do come out with some different colorways. I don't think I will be buying another one, but who knows. They might get me to open up the wallet with a sweet red version.... [emoji41]

 

Update on the front of Casio Customer Service: Finally heard back from them (a little over a week later) about my question regarding if they're going to give me a refund or replacement, they said that once they have that color back in stock, they'll be sending me a replacement, but no estimate as to when.

I did however get the black one I ordered today. I think I'll wait until I decide if I like the black enough before I tell Casio if I want the replacement or just ask them to refund my money.

@journeyforce, impatience got the best of me. There's a local AD that I really like that is a G-shock dealer, I could (and probably should) go through them if I decide I still want a teal but don't want to deal with Casio.

 

Teal GBX in stock at Reeds, in case you're still interested:

Casio G-Shock G-Lide Teal Resin Surf Watch GBX100-2

Catch the best waves in style with the new Casio G-Shock G-Lide Teal Resin Surf Watch. The 46mm case and bezel are expertly crafted from resin and stainless steel, expanding G-Shock's iconic shock resistant toughness to underwater wear. Surf specific fun

www.reeds.com

 

Casio update: was receiving regular communications from them end of last week. Of course they informed me my replacement would be shipping out a few days from then, juuuust after I got the shipment notification from Reeds (Thanks @WeirdGuy and @babyivan for the tip) I asked if they could confirm the Teal being discontinued. They did not have confirmation on that, but knew they were out of stock with no ETA on a restock, and the only retailer they knew that had any was Reeds. The one from Reeds came in yesterday, in new condition as would be expected. The one from Casio came in today, and it seems they messed the bed... again.

Now, I know I'm being nitpicky about this, but I feel at this point I should be able to be. Very noticeable scuffing on the top right of the bezel, scratches on the top left, and quite a bit of lighter scuff lines pretty much all along the bottom half... like they (poorly) re-brushed the one I sent back. A wiser me would have taken note of the serial number to see if this was the case.

For reference, the condition of my black one from Macy's, after wearing it for almost a whole week, sleeping in it some nights, and a long weekend of traveling, drinking and playing with cars:

Now, I know I said I wasn't tremendously bothered by this the first go-around, but after this whole deal I am. They even said in the emails that it was going to be a new watch, and what I received is in lesser condition than one I've been wearing for a week.

Going to continue my conversation with them with these observations, and express my concerns, and see where this goes. Updates to continue.

 

I am glad the Reeds one worked out for you. An AD like Reeds or Topper or Little Treasury will not take a watch back that looks even remotely used. Macys will because the staff don't give a flying crap. Casio is probably just like Amazon, where they don't check too well. I have gotten used watches from Amazon when I ordered a new watch. Amazon does not check all too well and thus they will send back out a used watch as new.

I wanted another GWM-5610 and Amazon had it for $99 plus tax as part of the Prime Day thing. However I declined to buy it from there because I suspected it might be a returned one (like a past 5610)

I ended up buying it from the Casio Store on ebay for $99 plus tax because I figured as they just started listing them again (They sold out of GWM-5610s in June and had not put anymore up for sale until the start of Oct) that these would be new. It came today and it looks new. It also looks like somebody inspected it because the watch was not sitting flush on the stand(It is supposed to be that the watch head is facing the middle of the stand but the watch was rotated so the head was at the top of the stand. ) or it might be that the factory installed it on the stand oddly. There might be a scuff on the case back also(I see a spot on it). Nonetheless, it is not something I am going to dwell on as returning it will get me nowhere as the Casio Store on ebay does not have anymore(all sold out) and so do all the other places (except for folks selling even higher then MSRP) and I bought it as a beater to knock about.

I would just keep the Reeds one and don't even fool with the Casio one. Just return it

Good luck

 

Well, Casio offered to take it in on repair, or send it back and get a refund, but the roundy round is just getting old and am just not that bothered by this anymore... and will stick to buying through AD's and avoid Casio direct as much as possible.

I had kinda decided that I'm just gonna keep it and wear it (I'll bang it up in a month anyways) and keep the Reeds one minty in case I trash it too far, or if they drop another color I like to replace the ending production on the teal and am able to make a trade for someone.

So, definitely mine, now that I trimmed the strap [emoji2373]

Guess this ends my Casio customer service saga. Hopefully this thread finds others well and they're able to take something from it.

Sent from my iPhone using Tapatalk

 

Casio's lovely customer "service" round 2! Yipee!

Bought a grey Casioak on their site December 4th. Realized it wasn't what I wanted and emailed the next day to cancel the order. CS didn't get back to me until after I had received the watch. Back-and-forth with them to try to get them to pay return shipping since my order should have been cancelled before it was even shipped, but due to shortcomings in their site and service that did not happen. They wouldn't. Fine, whatever.

I return it, it was delivered Dec. 29th, signed for and all. On January 5th, I get an email with "return instructions" and send a screenshot to the rep I was speaking to that day. January 12th, I still heard nothing from them and had to send a second email asking what the status of my return was, and what was up with that email. Their rep responded that day, and asked me to send the tracking info, which I did within 15 minutes. Never heard back. Sent another email (all of these have been in the same conversation/chain) on the 14th. Never heard back. Sent another just a few minutes ago (I know nobody will probably see it until Monday morning) again requesting answers, and pointing out it has been well over the 5 - 7 business days from delivery in which I was supposed to get my refund, and that if I don't have it by Monday afternoon, I will be forced to open a claim with PayPal.

Almost a month and a half to get a return handled on an order that should have been able to be canceled. It's not a great deal of money I'm out here, but seriously annoying to deal with this lack of service from a company of that size, piled on top of my previous bad experiences with them.

Moral of the story / TL;DR - Don't buy from Casio/G-Shock directly. Buy from your local store, a jeweler like Reeds, or heck, even buy from Macy's or Amazon.

I know I'll never buy direct from them again, if/when I'm even considering another G-Shock.

 

Casio's lovely customer "service" round 2! Yipee!

Bought a grey Casioak on their site December 4th. Realized it wasn't what I wanted and emailed the next day to cancel the order. CS didn't get back to me until after I had received the watch. Back-and-forth with them to try to get them to pay return shipping since my order should have been cancelled before it was even shipped, but due to shortcomings in their site and service that did not happen. They wouldn't. Fine, whatever.

I return it, it was delivered Dec. 29th, signed for and all. On January 5th, I get an email with "return instructions" and send a screenshot to the rep I was speaking to that day. January 12th, I still heard nothing from them and had to send a second email asking what the status of my return was, and what was up with that email. Their rep responded that day, and asked me to send the tracking info, which I did within 15 minutes. Never heard back. Sent another email (all of these have been in the same conversation/chain) on the 14th. Never heard back. Sent another just a few minutes ago (I know nobody will probably see it until Monday morning) again requesting answers, and pointing out it has been well over the 5 - 7 business days from delivery in which I was supposed to get my refund, and that if I don't have it by Monday afternoon, I will be forced to open a claim with PayPal.

Almost a month and a half to get a return handled on an order that should have been able to be canceled. It's not a great deal of money I'm out here, but seriously annoying to deal with this lack of service from a company of that size, piled on top of my previous bad experiences with them.

Moral of the story / TL;DR - Don't buy from Casio/G-Shock directly. Buy from your local store, a jeweler like Reeds, or heck, even buy from Macy's or Amazon.

I know I'll never buy direct from them again, if/when I'm even considering another G-Shock.

Update! Opened a claim with PayPal he 18th, they closed it today in my favor, Casio finally sent my refund. Oof. That was fun.

From South East Asia. Prefer to inspect at the shop before purchasing.

Do u think buying direct from Japan is safer? I read lot of good experiences from forum members here.

Safer as in original, in good condition etc.

Probably fine, it could just be their American shipping center and customer "service" that stinks.

 

U mean direct from Casio or AR? In my region, the master Casio holder sell the watches via their retail shops, or other watch shops. Not sure they sell direct to customer online or not.

Agreed with Tetsu, with the return policy, big chance of getting a used scratched watch. These u can see quickly. Others like damaged crowns resulting from rough handling,

 

Direct from Casio. Not sure what region you're in, but in the US G-shock has their own site/store online.

 

From South East Asia. Prefer to inspect at the shop before purchasing.

Do u think buying direct from Japan is safer? I read lot of good experiences from forum members here.

Safer as in original, in good condition etc.