Room for improvement
I really liked the service via the live chat, Alyssa helped me perfectly. Via e-mail however, I really started to doubt the reliability, which is why I hesitated to accept the payment link. Things that made me doubt the trustworthiness were: getting helped by 3 different people, in both English and Dutch, and very little clarity on the process of reparation. I think if the customer service agent had a real profile picture instead of a picture of a watch, this would already help. I also find it strange that the glass of my watch cannot be restored separately from the watch face.
Reply from ROSEFIELD
Dear Robbie,
Thank you for your constructive feedback, this will definitely be discussed internally.
The members of our customer service team work on rotating shifts and it is possible that a Dutch-speaking agent wasn't available at the time you received the response. In order to better assist you and provide a quick reply, it sometimes can happen that you will be assisted by an English speaking agent.
We currently don't offer a glass repair service but do offer a replacement of the watch face, our apologies for the inconvenience.