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Timepieces International / Nice customer service reps, but HORRIBLE customer service

1 Miami area, FL, United States Review updated:
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Customers beware! This company has the nicest customer service reps on earth, and it's really frustrating to be upset with the company, and hard not to take it out on these nice people that answer the phones.

I also had problems getting through to their customer service line, so I called the toll-free order number to get the status of my order each time. The customer service line is either busy, or rings through to a voice mail system, stating that their normal office hours are "x to x" - odd thing was, I was calling between "x and x".

Anyway, I ordered two watches from them in mid-August of 2008. I called the mid-September to check the status, and was told that there had been a two to three week delay, but that the watches would ship early in the 2nd week of October and I should have them no later than the beginning of the following week.

No watches arrived, so I called back at the end of that week, and was told again, two week delay. Annoyed, but ok - I know these come in from out of the country and that shipping internationally can be problematic at times. So two more weeks go by, and I called to check the status of the order, and was told (again) that there was yet another two to three week delay. I cancelled the order.

I've had this same problem with them in the past - I've ordered at least six watches from this company over the years - some for myself, others as gifts. They really are well-made timepieces, and very nice - if you can get them.

At least some proactive customer service would be helpful. Why am I having to call them to get the order status? How hard is it to send out an email to everyone who has ordered "x" model, and tell them there's been a delay? Fortunately, they won't charge your card until they ship the merchandise, so at least you don't have to fight that battle.

It's a shame, really - they seem to focus more on advertising and selling their products than they do on the fulfillment of their orders. Never again - there are plenty of companies out there that sell watches - no need to continue dealing with this company.

The ones I really feel for are the reps on their customer service/order desk - those poor folks must suffer a LOT of abuse from angry customers.

Next stop - Better Business Bureau of Miami...

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  • Vi
      24th of Nov, 2008
    0 Votes

    I agree with the complain. I cannot hold on to the manager for weeks, even though customer service workers were telling me that he will call me the next day and I would call every day for weeks to find that he will call me "the next day."
    I would not buy anything from them, because I received 3 watches, one by one, which are not working. I wrote a letter to tell them to check the condition of the watch before they send it to me, but unfortunately there is no management on site.
    I don't know if the manager exist at all.

    Don't trust this company!

  • Ma
      8th of Feb, 2009
    0 Votes

    I had the same issue with them and eventually cancelled an order. This past Christmas however I decided to give them a second chance and was very pleased with the outcome. If anything, I would say that the inconsistentcy is frustrating and causes a level of distrust. It is definatey a "hit or miss" company. I must say their 2 for 1 deal has been awesome and I have bought several items recently with relatively no issues. Give them a second chance. You may be surprised, But then again...maybe not. Good Luck.

  • Uc
      7th of Mar, 2009
    0 Votes

    Thanks a lot for being a life-saver. Who wants to deal with grief in these hard times? I ordered a lot of stuff and also called the customer service 3 times to help me with my orders. After reading your comment I simply trashed the check. Who says there are no saviours amongst men? You are one and thank you very much. Keep on the good work.

  • Wi
      27th of Jul, 2012
    0 Votes

    I ordered a Daniel Steiger ceramic watch. It arrived on time but the bezel of the watch is popped out and broken. You cannot set time which is not a good feature for a timepiece international or not ! Have contacted customer service via e-mail and will let you know if I ever hear back.
    Timeless in Toronto,

    Willi Romita

  • Ro
      29th of Dec, 2012
    0 Votes

    I agree with the complaint. bought a ring and after 2 months the stone fell out.
    They put me on hold for hours, never call back, dont respond to emails and have the WORST CUSTOMER SERVICE EVER!
    I will not buy from them again,

  • Sl
      9th of Apr, 2016
    0 Votes

    ‚ÄčI was flying home from Florida and found their ad in a fine magazine. I was excited to buy the watch for my son, as soon as I came home. I am so glad to find these neg. Comments, before I ordered. Who needs poor service and fight for your money back, if something goes wrong! no thank you!

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