- Report: #420486
Complaint Review: Kenmar Watches - Waterford Michigan
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Kenmar Watches
5578 Cooley Lake Road Waterford, 48327 Michigan, U.S.A.
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Kenmar Watches Worst Customer Service Ever - Unfair return policy - Combatitive business - AVOID Waterford Michigan
I purchased a watch for my girlfriend from this business. Upon opening it we never modified the watch by removing links. It looked as new as we got it but we discovered it did not keep proper time.
I asked for an exchange, and an RMA was issued by this company but they wanted to charge me 10 dollars for the " fee " of doing so. I disputed it and was told they would exchange it for me, but I would have to wait for a new one to arrive before they could do so. As asked by them I placed the watch in the box, with all the manuals and packing materials, as asked by them and waited.
I waited a while to be contacted when my watch arrived, as I asked to be notified and I heard nothing. I decided it was time to ask them for a status and I got a completely different answer. I was told that the watch was no longer eligible for an exchange and I had to then go through the maker of the watch to get it serviced. I was then provided information on how to contact the watch maker to get it fixed. I was given incorrect information, and the maker did not have any idea what I was talking about. They stated it would need to go back to where I bought it. I went back and forth with them for some time in emails asking them to do the right thing and help me get this taken care of. They refused and hid behind every policy and regulation that they could.
The front of the website, and every other place that Kenmar advertises states word for word " We offer 100 percent customer satisfaction. We need your complete satisfaction so our retail watch store will be the recommended choice of your family and friends. " I have told them at least 2o times now that I am not even close to satisfied and they are not living up to what they simply out on there as the way they do business.
I have gotten VERY combative emails from them stating I am a liar, and they are simply stating facts and I should be careful when misrepresenting the truth.
Simply put this company is horrible. To get anyone on the phone is almost impossible, the email " tone " they use with you is that of a parent scolding a young child rather than a business offering to help and make sure you are 100 percent satisfied.
Avoid them at all costs. I have done some research on them and at Amazon.com alone they have a 9 to 12 % Negative feedback rating from customers who are not happy with them, and I am not the only one who has had this sort of issue with them.
Others have complained they sell watches which are not new as they say i9n the ad on the site. I have pasted a few of the feedback items that are very interesting for you to read also. These are public information, so I am in no way doing anything wrong. Notice that two of these complaints note " something seemed fishy " which is NEVER a good thing in business dealings.
"I ordered my watch on Dec 9th. It was estimated to arrive the 16th-19th. By the 22nd it still had not arrived so I emailed them. Then they sent me a notice that my item had shipped (which I never got before) and a notice that my watch had been reimbursed. When I looked in my account they credited me, and on the same day charged me because they hadn't charged me originally. Seems fishy to me."
Date: 12/28/2008 Rated by Buyer: Jennica T
Had the pleasure of waiting two weeks to be told item was unavailable, after I contacted seller. Their timely response (after the two weeks) is all that gets them a two. Contacted manufacturer and they sent me the item promptly for slightly more. Seems like something fishy going on. Wasn't charged, but my time is money as far as I'm concerned."
Date: 10/2/2008 Rated by Buyer: yourmomonthecouch
"Some of the watch functions were not as described. They told me they sell over 10,000 watch models and can not verify all of their functions and that they just trust the information given by the manufacturer. On the other hand, the watch arrived dirty and the box as well, wrong user manual and some minor scratches on the bracelet. Didn't look brand new."
Date: 7/14/2008 Rated by Buyer: Johnny E
the complaints go on and on about the horrible service and practices this company use which is unfair. As a consumer in these troubled times, if I can steer ONE person from making a bad decision on spending hard earned money on a product, then I am content.
Michael
Pasadena, Maryland
U.S.A.
I asked for an exchange, and an RMA was issued by this company but they wanted to charge me 10 dollars for the " fee " of doing so. I disputed it and was told they would exchange it for me, but I would have to wait for a new one to arrive before they could do so. As asked by them I placed the watch in the box, with all the manuals and packing materials, as asked by them and waited.
I waited a while to be contacted when my watch arrived, as I asked to be notified and I heard nothing. I decided it was time to ask them for a status and I got a completely different answer. I was told that the watch was no longer eligible for an exchange and I had to then go through the maker of the watch to get it serviced. I was then provided information on how to contact the watch maker to get it fixed. I was given incorrect information, and the maker did not have any idea what I was talking about. They stated it would need to go back to where I bought it. I went back and forth with them for some time in emails asking them to do the right thing and help me get this taken care of. They refused and hid behind every policy and regulation that they could.
The front of the website, and every other place that Kenmar advertises states word for word " We offer 100 percent customer satisfaction. We need your complete satisfaction so our retail watch store will be the recommended choice of your family and friends. " I have told them at least 2o times now that I am not even close to satisfied and they are not living up to what they simply out on there as the way they do business.
I have gotten VERY combative emails from them stating I am a liar, and they are simply stating facts and I should be careful when misrepresenting the truth.
Simply put this company is horrible. To get anyone on the phone is almost impossible, the email " tone " they use with you is that of a parent scolding a young child rather than a business offering to help and make sure you are 100 percent satisfied.
Avoid them at all costs. I have done some research on them and at Amazon.com alone they have a 9 to 12 % Negative feedback rating from customers who are not happy with them, and I am not the only one who has had this sort of issue with them.
Others have complained they sell watches which are not new as they say i9n the ad on the site. I have pasted a few of the feedback items that are very interesting for you to read also. These are public information, so I am in no way doing anything wrong. Notice that two of these complaints note " something seemed fishy " which is NEVER a good thing in business dealings.
"I ordered my watch on Dec 9th. It was estimated to arrive the 16th-19th. By the 22nd it still had not arrived so I emailed them. Then they sent me a notice that my item had shipped (which I never got before) and a notice that my watch had been reimbursed. When I looked in my account they credited me, and on the same day charged me because they hadn't charged me originally. Seems fishy to me."
Date: 12/28/2008 Rated by Buyer: Jennica T
Had the pleasure of waiting two weeks to be told item was unavailable, after I contacted seller. Their timely response (after the two weeks) is all that gets them a two. Contacted manufacturer and they sent me the item promptly for slightly more. Seems like something fishy going on. Wasn't charged, but my time is money as far as I'm concerned."
Date: 10/2/2008 Rated by Buyer: yourmomonthecouch
"Some of the watch functions were not as described. They told me they sell over 10,000 watch models and can not verify all of their functions and that they just trust the information given by the manufacturer. On the other hand, the watch arrived dirty and the box as well, wrong user manual and some minor scratches on the bracelet. Didn't look brand new."
Date: 7/14/2008 Rated by Buyer: Johnny E
the complaints go on and on about the horrible service and practices this company use which is unfair. As a consumer in these troubled times, if I can steer ONE person from making a bad decision on spending hard earned money on a product, then I am content.
Michael
Pasadena, Maryland
U.S.A.
1 Updates & Rebuttals
Michael
Waterford,Michigan,
U.S.A.
Honesty and Integrity Are Important
#2UPDATE Employee
Thu, February 12, 2009
I have attached a copy of all the correspondence between Kenmar Watches and Michael Jones. Please read and make your own determination of the claims posted by Michael Jones. From: Michael P On Behalf Of Customer Service Sent: Wednesday, February 04, 2009 1:07 PM To: Jones, Michael D(MDJONES) Cc: Jeff F Subject: RE: RMA #25518-1231 Michael: We have not drawn a line in the sand and our intention was never to go into battle with you. All we have done is attempt to represent the facts accurately in the proper context. We suggested that you return the item to us on December 29, 2008 and told you that you would not be responsible for any charges if the item was defective. (FACT) You elected not to return the item to us (FACT). You waited almost 30 days before contacting us on January 29, 2009 regarding your request to return the item. (FACT) You received the item on December 16, 2008. (FACT) Our return policy allows 14 days from the date you receive the item to return the item. (FACT) You claim the watch is not keeping accurate time, but refused to be specific. (FACT) The item has been worn and used. (FACT) We have answered and responded to all of your questions and e-mails promptly. (FACT) You have failed to respond to the procedures outlined in our written return policy. (FACT) We do all we can to support and work with customers making reasonable requested. (FACT) I challenge you to dispute any of the facts listed above. MM From: Jones, Michael D(MDJONES) [mailto:[email protected]] Sent: Wednesday, February 04, 2009 12:54 PM To: Customer Service Cc: Jeff F Subject: RE: RMA #25518-1231 Mike, we have both drawn our lines in the sand and it seems neither of us is willing to budge. I know what I expected, I know what I still expect. Even if I elected to send the watch to you, to have you go through Anne Klein's repair service, I would have paid for the shipping, correct ? Were you going to foot the bill for that ? On Dec 31st, you issued an RMA and I was expecting, and waiting for the replacement watch to come to me, so I could place the defective one in the box and return it to you. That is how almost every other RMA works that I have dealt with. In no way at all should I have had any expenses in getting a defective product to you, not one cent. As a consumer that is what is right. I chose to send the item to Anne Klein because I was not confident in your company being able to handle my request. You have done a bang up job so far in making sure You know where I stand. I very certainly know where you and your company stands. I am not going to cancel my complaint against you with the BBB and I still feel that you have been more than unwilling to help me. You have VERY certainly and quite eloquently defended your position with wonderful statistical accuracy and I applaud you for that. But the bottom line is very, very simple no matter how you wish to wordsmith it. Your guarantee on both your website, and your top ten reasons to buy from Kenmar mean absolutely nothing. I have repeatedly alerted you that I am not satisfied, and I have asked for satisfaction to be given via one of 2 methods, both of which you have steadfastly denied. At this point, it is what it is I guess, because I do not see you even REMOTELY willing to do anything to try and make this situation any better for me. --------------------- This e-mail (including any attachments) is intended only for the use of the individual or entity named above and may contain privileged, proprietary, or confidential information. The information may also contain technical data subject to export control laws. --------------------- ________________________________________
