SwissWatchExpo

Reactie van de handelaar:

We did not cancel your order, Chrono24 did. We got a note from them that said that you were no longer interested. Here is the text of the message we received: "Dear SWE team, The buyer has informed us that they have decided to cancel this order. For this reason, please DO NOT send the item to the buyer. You are welcome to reach out to the buyer directly to discuss alternatives to a cancellation. If you agree on a new arrangement or have already shipped the order, please let us know within the next 24 hours so that we can undo the cancellation in our system. If you do not respond within that timeframe, the buyer will automatically receive a refund. Do you have any further questions? We'd be glad to help. Kind regards, Your Chrono24 Team"

Reactie van de handelaar:

Here in the Chrono24 platform, we do not handle payments, Chrono24 does. In three days, Chrono24 still had not confirmed your payment, and the watch was sold elsewhere. Your complaint is truly with Chrono24 for not processing and clearing your payment faster, not with us for cancelling the order when payment was not received.

Reactie van de handelaar:

Hi Jason, I am very sorry for the misunderstanding. Please let me help. You placed your order through the Chrono24 platform, and THEY handle all logistics and payments for orders placed through their site. SWE is the largest seller of certified pre-owned watches, and also sells through other channels. The Chrono24 site can’t instantly recognize when a timepiece such as yours has sold beforehand in another venue, so sales are reviewed, and sometimes must be canceled by Chrono24. We operate a fair, first-come-first-served system. Please let us help you find the perfect watch! Our watches are fully timed, tested, and authenticated by one of our Swiss-trained master watchmakers, and they are all backed with a Warranty and Authenticity Guarantee. Just give us a call; we are here in the store from 10am to 6pm Eastern every day but Sunday, and we want to help!

Reactie van de handelaar:

Chrono24 handles all payment logistics and issues on their platform. They also cancel orders that don't go through. Here at SWE, we are a seller of certified pre-owned watches on this site. Your complaint is with Chrono24, and their payment system, not SWE, and we would appreciate it if you would remove this review, since it is a mistake.

Reactie van de handelaar:

Hi James, I am very sorry for the misunderstanding. Please let me help. First, you placed your order through the Chrono24 platform, and they handle all logistics and payments for orders placed through their site. SWE is the largest seller of certified pre-owned Rolex watches, and also sells through other channels. The Chrono24 site can’t instantly recognize when a timepiece such as yours has sold beforehand in another venue, so sales are reviewed, and sometimes must be canceled by Chrono24. Since every pre-owned watch is different, and we did not have the same exact watch available, we did offer you two other choices. These were 35% more than the original 2002 choice because these are from 2018 and 2019, and they have the updated bezel design that Daytona buyers prefer. That is why they were more expensive; we did not have another 2002 available at the time, but we should have done a better job of explaining why these others were 35% more expensive. Please reach out to us if you do in fact prefer to work with businesses directly. We are happy to help.

Reactie van de handelaar:

Here we want to help, and we want to make purchasing from us as easy and efficient as possible. Our watches are sold on a first come, first served basis. We can't reserve watches, and by Chrono24 rules, the order is not finalized until payment is made. When you click to BUY the watch, Chrono24 does not consider the order completed, and in fact, many of those orders are never consummated; they just drop off the Chrono24 system without consequence. When you click to purchase a timepiece on Chrono24, from us or any other seller, it is a best practice to make payment as soon as possible.

Reactie van de handelaar:

Here we want to help, and we want to make purchasing from us a easy and efficient as possible. Our watches are sold on a first come, first served basis. We don't reserve watches, and by Chrono24 rules, the order is not finalized until payment is made. When you click to BUY the watch, Chrono24 does not consider the order completed, and in fact, many of those orders are never consummated; they just drop off the Chrono24 system without consequence. When you click to purchase a timepiece on Chrono24, from us or any other seller, it is a best practice to make payment as soon as possible.

Reactie van de handelaar:

Tan, I understand that you are upset that you delayed payment, and someone else got this amazing watch. When you committed to purchase the watch, we expected payment right away, but you started negotiating at that point about the watch strap. You didn't make your payment, and in the meantime, someone else paid for their order. This was a gorgeous watch, in impeccable condition, and while I hate that you missed out on it, I hope you find another one to order. We have almost 70 Patek Philippe watches in stock here so I know we have something you will love. Just keep in mind that we cannot hold any watches, and that as soon as you have made payment, we will reserve the watch for you. Best regards

Reactie van de handelaar:

We understand your frustration, but we do have around 2,500 watches in stock, and we can help you find something else you will love. Our watches are for sale on other platforms, so in the rare instance that two people have ordered the same watch around the same time, we always give preference to the one whose order is paid first. We see this as the only fair way to decide who gets the watch; I hope you understand. We always recommend that as soon as you have chosen a watch, go ahead and place your order at the earliest time you can, and make sure your payment has cleared the Chrono24 system. This way, you are almost certainly going to be the successful buyer. Here we are very happy to help. Please reach out to us, and we can verify availability of the watch you choose, and help you get your order placed. Kind regards, SWE

Reactie van de handelaar:

We are sorry you missed the watch that you wished to purchase. It is always our goal to make sure you get just the watch you want. As watches like this sell very quickly, we ask that our clients pay for their items as soon as they place their order. When a delay occurs between the original order request and the completion of payment, the watch can be sold as we do not place watches on hold while awaiting payment. As you stated, 3 days passed between the order request and payment. For this reason, we worked very quickly to find you a suitable, similar item when notified of payment. We communicated with you as soon as we saw that this had occurred as we wanted you to have a suitable option. We hope that we can help find you a great watch for the future. Please contact us with any future questions-

Reactie van de handelaar:

Mohamed, We're sorry that you were not happy with your choice and changed your mind about keeping the watch. We are not willing to accept returns outside of Chrono24's 2-week return policy. The watch shipped to you immediately upon receipt of payment; exactly as described in the listing and shown in our pictures. All your inquiries were responded to in timely manner. We hope you will enjoy your watch. When you have any questions, we're here to help!