I do a few business reviews on Yelp, NOCO and right here on my blog. In fact, here is one I just wrote that was published this week.
I do my best to give businesses the benefit of the doubt and speak positively when I can. Because, let’s be honest, I want local businesses to succeed. Good retail is good for the local economy, and that is good for me as a resident.
That said, every once in a while a company inspires me to take a different approach to my reviews. This is one of those times.
I should have known better.
I know what they say. Don’t buy things from the kiosks at the mall. They’re not even real stores, they’re fly-by-night operations. They’re shifty. I avoid mall kiosks because you never know what you’re going to get. And this week I was reminded why.
It all began when I lost my favorite watch in the whole world, a beautiful Fossil with Austrian crystals. It was missing for three months. I have been devastated. After searching far and wide for it, I returned to the store to see if they had it in stock. They didn’t. And so on Thursday night, I found myself at Chesterfield Mall on my way home from work, searching for a replacement watch.
I came across a kiosk called Precision Watches. They had some very beautiful watches in some very reputable brands. I first looked to see if I could find something similar to the watch I had lost. Unfortunately, Fossil has jumped on the ceramic watch craze so my watch from last season was nowhere in sight. I finally settled upon a very nice Sottomarino Italia watch. I had never heard of the brand but the woman at the counter was very keen on it. It was a very pretty watch. And it was on sale. After giving it some thought, I made my purchase. The woman removed a couple of links and put them along with the watch in the box.
On my way home, I thought to myself, “Wouldn’t it be funny if I found my beloved Fossil watch now that I have spent $56 on a new one?” No way. That would never happen.
Except it did.
I came home with my mall purchases and eagerly started organizing my closet so as to hide the items from my husband. After all, we have an agreement to be careful with our frivolous spending these days. And, while I’m sure most people would agree that the embellished black flats from Bakers and the scrumptiously scented perfume I bought from Bath and Body Works were necessary purchases, I decided to hide them anyway.
In my cleaning frenzy, I came across an overnight bag and thought, “No, no way did I forget to check this bag.” Right there in the side pocket, hanging on my closet door, was my beautiful Fossil watch! Hooray! I was so excited I ran downstairs to show my husband. He was understandably confused seeing as this was about 20 minutes after I had just shown him the new watch I had bought. I’m sure he imagined that my “losing my favorite watch for three months” was all a scheme to have an excuse to go shopping for another one.
No problem, I thought. The watch is still in the box. I have my receipt. I wore it for a few minutes at most. I will just stop by and return it this weekend. Friday and Saturday I wore my beloved Fossil with pride. The new watch sat undisturbed in the sweet orange box it came in, ready to be returned.
Yesterday, I went back to the kiosk. A young man was there this time.
Me: (smiling and unsuspecting) Hello, I’d like to return this watch. There’s nothing wrong with it. I just found my old one the day I bought this one.
Him: (looking oddly defensive for no reason) Ok…um…hang on a second.
At this point he walked away from me, got on the phone, made a call and returned to the counter.
Him: Yeah. I just spoke to my manager. You can’t return a watch that’s been customized. You sized it.
Now, I’ve heard of customizing cars, customizing computers, hell, I’ve even heard of custom stereo systems. But I had no idea what customizing a watch entailed. Visions of watches with spinners and sound systems popped into my head.
Me: (confused) Customized? I did what to it? What do you mean? I didn’t do anything to it. It has been sitting in the box for two days.
Him: When we removed the links, it was sized.
I kept my cool, even though I was starting to realize what had just happened. I had just been beaten by the mall kiosk fine print.
Me: But the woman never said anything about the watch being non-returnable.
Him: It’s on this sign. (motioning to a placard on the counter which I had not noticed when I was staring at all the pretty watches two nights before)
My heart sank. really? Who can look at a sign when there is a case full of shiny objects in front of them? Ok, I admit. I should have read the sign.
Me: But, it hasn’t been worn. It is still in the box. And she even put the links and hardware right there in the little packet in the box. It only took a few seconds to remove the links. Can’t you put them back in to sell to someone else?
Him: We can’t.
Me: Okay, well can I at least find out when a manager comes back?
Him: (handing me a card) We don’t have a manager, but here is a toll-free number you can call. They can help you better than I can.
I left feeling like there was some hope I might be able to return it still. I mean, the guy said that the toll-free number would be able to help me better than he could, right? It seemed pretty unfair that the woman just removed the links without telling me I was permanently “customizing” the watch. I immediately called the number. No answer. I called again. No answer. Just a recorded message telling me to visit their website.
Then I figured, well, if I have to keep this watch, I might be able to either give it as a gift or sell it on ebay or Craigslist. I knew I would never wear it because I had my Fossil watch back. Besides, if I kept it, I would always be reminded of my foolish decision to shop at a kiosk. I decided if someone else might want it, I should put the links back and let them “customize” it on their own. I went back to the kiosk.
Me: Can you please put the links back in to the watch?
Him: Why? (He sneered. I swear to God, this kid actually sneered. He gave me the most disgusted, condescending look I have ever received from any retail person. Ever.)
Me: (what I should have said) Why? Why?! Because it’s none of your Goddamn business, you little punk. That’s why!
Me: (what I actually said, smiling sweetly) Because I might want to sell it on ebay.
An extended uncomfortable silence.
Him: It will be $15 to put the links in.
I was shocked by the audacity in asking a customer who has literally just bought a watch to pay for an adjustment to the watch she had just bought. Really? You have an obviously disappointed customer, and all you have to do to make it right with her is to return the watch to its original form. Yet, you have the chutzpah to ask me to give you even MORE money at this point? Wow. At this point it wasn’t about the $15. Hell, I spent more than that on the perfume I bought at Bath and Body. Now I was just annoyed by this guy’s unwillingness to do anything to help me out. It was an opportunity to squeeze a few more bucks out of me, the dope who bought a watch at a kiosk.
Me: So, do you normally charge people who just bought a watch from you $15 to adjust the size of the watch? The woman was all too eager to do it last time.
Him: Well, maybe I can give you a discount. Or you could just sell it the way it is.
Me: Nevermind.
I called the customer service number two more times and no one ever answered.
As I was leaving, I decided NOT to blog about this experience because I figure I am at fault for not reading the fine print. I readily admit that. However, I gave this company several opportunities to make things right with me, and they threw each one back in my face.
Today I changed my mind about the blog entry when I went to the website for Precision Time. There is a page encouraging customers to use social media, particularly bloggers, to promote their company. In fact, here is what it says, literally (I can’t make this shit up):
“We at Precision Time want to harness the power of the interweb, specifically the power of the blogger. We figure if we get the bloggers on our side, the Twitterers and Facebookers will soon fall… follow…..We will give you watches to blog about our special sales and promotions. It’s a great way to stock up on gifts or grow your watch collection.”
Wow! That’s awesome, Precision Time. You must be very proud of yourself for harnessing the power of social media. As a marketing communications professional, I admire your embrace of social media. But here’s the thing, it’s not all about getting followers and fans. You also need to provide good customer service when real humans are visiting your real kiosks. And when you treat your paying customers like shit, you are giving me a reason to blog about that too.
The coolest part is, you didn’t even have to give me a free watch to write about you. In fact, I paid for it AND you got a review out of it.
So enjoy the free publicity from THIS blogger!
Anyone want to buy a watch?
Look, it's been "customized"!
Update: A follow up to this post can be found here.
Jan 11, 2011 @ 04:46:50
Glad you found that Fossil. And thanks for the warning about the kiosk. I won’t even tease you about buying from a store that has wheels!
Jan 11, 2011 @ 17:02:20
$15.00 to put the links back in…ridiculous! Not good customer service at all.
Jan 11, 2011 @ 19:53:27
I feel sure that if you were there with the watch to have it “resized” without returning it, they would have done it without charge. The young man should never have sneered at you. You should’ve been informed when the woman took out the links that it was being “customized” and was therefore non-returnable.
Jan 11, 2011 @ 20:12:55
I have a Skagen watch that needed the band replaced. The girl from the same kiosk said she’d order it and call when it came in. I never got the call, and they had no clue when I stopped and asked. Quickly lost this customer when I realized they weren’t for real. That location (and I guess all) suck.
Jan 24, 2011 @ 23:51:10
Teresa,
I guess I shouldn’t be surprised at generalizations but, here I am responding to you. One bad experience at one store does not mean they all suck. What the associate should have told you is that if you want brand specific parts your best bet is to order them from the company of manufacture, in your case skagen. A simple internet search would solve your issue. It would be shipped directly to your house and with a small minimum repair charge of 9.99 Precision Time will install it for you if you are not able to do it yourself. Print out the 20 percent off form off the internet and save 2 bucks.
Your only misfortune is that the associate didn’t have the right answer and hoped someone else did and their poor email got lost in the many that the WSC receive and try to handle with care. The associate who then see’s too many people to distinguish you from the 40 plus people they see a day did not remember this one interaction. Forgive them for their lack of follow up. I am sorry that your info got lost in the fray.
Too bad there is not a comment to show you the good things that happen at Precision. The watches they restore, the people that they help:
A lady with a mens guess that they put in a new crystal, battery package and cleaning that was her son’s watch who had just passed away in a car accident. The expression on her face said it all! I only wished I could have been there when whe handed it to her husband.
The old man who entrusted me with the last gift his wife ever gave him before she passed on. A simple timex but, worth more than anything on this green earth.
Their smiles and joy far outweigh any bad experiences. We are not infallible, perfect and we expect that mistakes and accidents will happen. Even after the years I’ve been with them I still make mistakes. So here let me change your bad experience into a good one and go the extra mile just for you! The link below is the link for the form to get the part you need from skagen.
http://www.skagen.com/content/securePDF/SK_Parts_Nov2310.pdf
Follow the instructions on the form and hopefully you will be able to wear your watch soon. Just remember that Precision Time helped you and that we do not all suck.
Jan 11, 2011 @ 20:44:52
I think that I would share this experience with the manager of the mall(s).
Jan 11, 2011 @ 20:55:40
Thanks for the suggestion. I might try that. I have to admit though, they didn’t do anything illegal. The sign was right there. They just provided some terrible customer service. I wonder if the mall would be concerned as long as they are getting their rent.
Jan 11, 2011 @ 20:48:58
Margie, I admit fully that I should have known better than to shop at a store on wheels.
Wow, Teresa. That’s bad. I wish I had asked you before I went!
A guy on Facebook saw my link and shared his horror story with me too.
I’m just glad it was on sale and I didn’t pay the full price on it. It was a $56 lesson learned.
Jan 11, 2011 @ 23:52:43
Most jewelry stores will restore your removed links free. Then have your husband or friend return it for you, just in case they recognize you.
Jan 12, 2011 @ 17:26:32
Why would they ask for feedback when they knowingly have crappy policies…. clearly repeat business is not one of their goals. They should stick to retaining the customers they have and ease up on trying ot gain new “friends”
Jan 13, 2011 @ 14:26:51
Why did he tell you, “We don’t have a manager…” when earlier he told you he was on the phone with his manager. Yeah. I just spoke to my manager. You can’t return a watch that’s been customized. You sized it.
He doesn’t sound very honest.
Jan 13, 2011 @ 17:41:55
Good point. And to think honesty is one of the traits teenage boys are typically known for!
Jan 01, 2012 @ 18:24:20
He would have called the Manager at St. Claire or West County, since he would of answered to the closest store manager in his area. If they were unavailable he would have called me. Beyond the sizing, The Sotto shown in the photo for $56 was in fact on Clearance. Did you know the watch also has a sapphire crystal? YES! So the crystal to replace is more then the increadable sale you got on the watch. I do appologize for the attempet to charge you to replace the links, that is always free on watches purchased with our stores. So if you took the advice to replace links at a jewelers; it would still be non returnable. I am sorry for the shortage of staff at the location you visited. Eric and my self have been running our store for many years. Eric is at West County and I am in Clarksville, TN. I truley hope the Ozzi is not employeed with us. I would be the first to let him go.
Jan 02, 2012 @ 17:49:20
Jenifer, thanks for commenting! I wrote this a year ago, so I’m not really sure why my post has attracted so much more attention from Precision Time employees in the past week. But I guess that’s the way the internet works. Old news becomes new again when people start talking about it. The truth is, I haven’t thought much about Precision Time in the year since I wrote the post, and I was satisfied with the way the corporate office handled my complaint. In fact, I wrote a very nice follow up post about a week after I wrote the original. Here’s the follow up post in case you didn’t see it: http://annieharm.wordpress.com/2011/01/22/precision-time-a-follow-up-post/. Thanks again for reaching out. I appreciate it.
Annie
Jan 25, 2011 @ 00:37:24
Annie,
I am glad you found your watch. As far as your 56 dollar ‘mistake’ goes. The associate was rude to sneer at you but we both know you clearly intended to come back later and return that watch. Clearly a violation of policy. His behavior prevented you from becoming dishonest.
A sizing is free with purchase. They give you a nifty little coupon. So that a watch doesn’t have to be sized at purchase and would still be returnable because it would not have been sized.
The associate who sized it obviously felt comfortable that you were going to wear and love this watch because you picked it out and wanted it fitted to your wrist. If you had reservations about the watch you could have plainly asked about the return policy before purchasing, the actions of a wise consumer.
Most of us assume that people can read and a sign posted with the return policy is not hiding or trying to be dishonest about anything. I guess that is too much to expect. Even you admit that you should have read the sign. I am glad that PT is working to resolve this situation per your post on their facebook:
“In all fairness to Precision Time, they have since offered to rectify my most unfortunate situation and I give them credit for following up with me. It does make me feel better as a customer to know that even if I couldn’t get satisfaction at the bricks and mortar level or via the customer service number, the company was available through the power of Facebook. Thank you very much!” Annie
Policies are put in place because of the people out there that take advantage of stores. Watches that are worn, sized or modified are not accepted back because companies do not want to sell ‘used’ merchandise and I do not want to buy used merchandise.
I’m sorry that you felt wronged. I’m sorry that the associate was not well-disciplined in his behaviour. We are all glad that you found your beloved watch. I am sorry that you did not give that lovely little watch a chance to become your new favorite.
Jan 25, 2011 @ 14:12:19
Like I said in my earlier comment, “I have to admit though, they didn’t do anything illegal. The sign was right there. They just provided some terrible customer service.” You are 100% right. They didn’t do anything against their own policy. My opinion however, is that their policy sucks.
And to your comment, “His behavior prevented you from becoming dishonest.” I am just so grateful that he kept my morals in check. Thank you, thank you, Precision Time!
And, if you want to read the follow up post to this whole situation, you could go here:
http://annieharm.wordpress.com/2011/01/22/precision-time-a-follow-up-post/
Precision Time: A Follow Up Post « Annie Was Here
Jan 27, 2011 @ 02:23:01
Dec 19, 2011 @ 17:22:02
you guys are all fucking stupid, the watch has to be able to be resold, half the time the customers dont save the receipt or they’re too fucking stupid to read the return policy.. i work for precision time and i tell people the return policy verbally, and half the time they don’t fucking listen… the customer is not always right…. the customer is always fucking stupid!
Dec 19, 2011 @ 23:59:55
Oziboypissed off,
Thanks for commenting on my blog! I really appreciate the time you took out of your busy day at work to point out how stupid all of your customers are. And the f-bombs? Classy! Precision Time should be proud of the level of customer service you are providing and the high level respect you have for your customers, particularly in a public forum like the internet. Keep up the good work! Thanks again.
Annie
Dec 20, 2011 @ 01:42:37
can i like that response???
Dec 20, 2011 @ 15:53:59
Oh Annie – I would definitely raise hell with the mall managers. Maybe I will stop by next time I am there and throw some cutting insults their way.
Dec 21, 2011 @ 15:47:25
I bought a watch from them online and it didnt even come in the original package!
Dec 23, 2011 @ 20:57:56
Wow, Vince. Between the angry, confrontational employees’ comments and all of the people who have emailed me, contacted me on Facebook and commented here, I’m truly amazed Precision Time is still in business. I hope your watch at least was what you wanted!
Dec 30, 2011 @ 20:41:36
Your fat, are you sure they didn’t add links to fit your fat wrist you fat woman? That’s a ? On gender not in general. Fat.
Dec 30, 2011 @ 20:42:23
Ps fat
Feb 15, 2012 @ 04:51:29
Ithink that is correct to not accept the watch back, you wont like to buy a re-sized watch sold like new.
They should charge you less for put the links back.
Thanks
Mar 23, 2012 @ 19:24:49
I worked for them as a manager in mass. there not a bad company but they stick by their rules. you were treated unfairly, i would have put the links back on ,refunded you and sold the watch at a discount,upon inspection of not marks. JeeZZZ so hard ! . then i cant believe he ask for 15.00. i would have said you guys took them out now but them back in.the sotomarino brand is a watch they get made themselfs. so there is a movement that is plastic jap. whick is ok but the outside is not like the inside.you have any to fix let me know.this is why i dont work for them. they wanted me to upsell a battery pk 5yr 25.00. well if you charge 10 .00. works for 2,3,4yrs wheres the deal.any question go to my website. free