I purchased a very expensive watch from Jomashop as a Christmas gift to my father, somebody very important to me that I only get to see a few times a year. I purchased on 12/21 and paid an extra charge to ensure deliver before Christmas.
The package arrived in a small brown box on 12/23. I opened the shipping box to review the product prior to gifting it. Upon doing so, I noticed various marketing materials but no invoice or anything of the such. There was a watch box inside of the shipped box.
I opened the watch box and immediately noticed that there was no watch in it. All I was shipped was a watch box and marketing materials. I immediately tried calling Jomashop but they did not answer. I also e-mailed them directly and submitted a customer service inquiry on their website.
I did not receive any response to these inquiries. Obviously I was then out a gift for Christmas, so the situation was magnified. On Tuesday 12/27, I was finally able to speak to someone on the phone. This was not until after I spent a combined 2 hours on the phone waiting for them.
I was disconnected multiple times while waiting in their customer service ***. Eventually I had to call and go through their menu system indicating I was wanting to contact their sales department instead of the customer service area. When I spoke to the man on the phone, he didn't express any concern or urgency for this situation. I told him I needed a resolution quickly because it was a Christmas gift and the recipient was only in town for a week.
He callously informed me that I would have to wait about 2 weeks for a UPS investigation to be completed before they could do anything. I told him this was unacceptable and that I either needed a new product shipped ASAP or a full refund. He didn't care to resolve this manner and simply passed the buck to UPS. In a move of desperation, I took to their social media account on Instagram where I noticed that I was unfortunately far from the only customer having significant issues with the delivery of products and/or customer service.
When I posted a comment, I got a canned response from whoever runs their account asking for my order number. I provided this to them but nothing has happened since. Their handling of the situation has been unacceptable, and that's not even taking into consideration the fact that I was shipped a box without a product. There is no customer service after you give them your money.
You may or may not get a watch you paid for, and if you didn't you're not going to get any help from them. STAY AWAY!
Product or Service Mentioned: Jomashop Shipping Service.
Reason of review: Poor customer service.
Monetary Loss: $450.
Preferred solution: Full refund.
I didn't like: Customer service, Delivery.