This was always my worry buying a watch from a brand that deals solely online.
I ordered my watch from them nearly 3 months ago with a delivery date of the 10/11/23. I hadnt received any notification this wasnt going to be the case. When nothing turned up i logged onto their site and checked the status which now said delayed. Cant remember the specific status but the CW forum says its usually the case when the watch is done but dont have a strap. I would have expected an email to say my order is delayed rather than me having to chase.
Logged a customer support ticket to ask about a revised date. Received an email later than day which was just their newsletter. Since then no updates and only spam. Finally the status changed to being prepared for dispatch. So assumed I would be getting my watch soon. That was 3 days ago! How long does it take to dispatch an item. Its a useless status.
Again, radio silence from Christopher ward. Other than their usual news letter or advertising new releases. Not a word about my order or the 2 support tickets i have raised. Hoping the watch when it arrives makes me forget about their aweful customer service.
How do people sit on waiting lists for years. 3 months has killed me. Wouldnt have been so bad if there was a little transparency and communication as i still have no idea when to expect my watch. There needs to be a Salty tag
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From experience with them preparing for dispatch just means that they have the exact one reserved and going through QC and packaging so it can still take a week or so
I hear this regularly about CWard and Marathon. They’re great watches, but stuff goes wrong, and you want to know you’ll be okay. There’s soooo many great watch brands, why buy from someone who doesn’t care about you? Buy a Henry Archer, or a Sangin, and the owner / designer responds to your email that day and gets you sorted.
I just mine Twelve in Ti yesterday. Based on your expected delivery date you have probably the same watch ordered. I made a pre-order all the way back in July so that is expected that mine was from a bit earlier run. I don’t know why this bothers you so much to be honest, it took something close to 5-6 days on my order on the website in “Preparing to despatch” state. Sure, i would prefer the same manufacturing updates as with bel canto orders for example, but at the end of the day Twelve is another price point and probably larger production amounts watch.
Apart from that, the watch is absolutely insane and i am so grateful to “myself from summer” for making that pre-order. Quality of bracelet is near to shocking and dial looks much better than i anticipated looking on all those extremely magnified close-up shots where the pattern was so into your face. You will probably get your watch in a week or two depending on how the delivery goes. No idea why you would say that a few extra days of final QC and checks to be “horrible customer service” on the watch you have been waiting three months for.
Smaller brands are supposedly more customer focused. The lack of simple proactive or even responsive communication is concerning. Too many ways to communicate these days and too much technology to say they couldn’t have told you prior or told you soon after you reached out.
