Back in December , i have bought a Tudor watch from Goldsmith White City.
I realised few days after that the watch was faulty as it was loosing time but because I was abroad, I have contacted Goldsmith Customer service to let them know. The lady on the phone was lovely and advised me not to worry, as i have sufficient time to return & get a replacement or refund.
I arrive back to Uk and on the 4th of Jan, as advised , i went back to Goldsmith to exchange the watch. The staff there tried to
convince me that it’s nothing wrong with the watch and i should keep it aince i have 5 years guarantee and I can use the warranty after. In the end they didn’t wamt to take the Watch so I end up calling Goldsmith again which advised me To go back to the shop and leave the watch with them so it can be returned to the head office which I did.
Since 4th if Jan, i think i have been in touch several times without luck. Every time I clearly specified that I would like a replacement since, as per Goldsmith’s T&C for faulty items you can “ • Within 30 days of purchase/delivery you have the right to a refund.”
Why would someone pay £2850 for a faulty watch , and get back a repaired one?
Last week I was told that the watch has been sent for repair , and it’s with the manufacturer. This is my confirmation that the watch was faulty. However, i called again today and I was told that i need to wait for the watch to be returned and collected from the showroom and that someone from returns will contact ne.
It’s so frustrating to pay this amount for a watch and then to deal with all this issues as like nobody cares at Goldsmith.
I do understand that things can go wrong sometimes , but I’m the only one that’s suffering from this. My request for a replacement has been ignored every time I was in touch.
Unfortunately I will have to take this matter further.