Terrible first experience with Puretime

Finally pulled the trigger on a PAM441 as my first purchase from Puretime.

Took them a few days to send me QC pics, had a number of concerns that all got raised and brushed aside although very slowly. Paid the extra for express shipping from one of their listed shippers (FedEx/ DHL / UPS etc. Was promised shipping on 19 Oct,

Received tracking number on 21 Oct only

Tracking became available of 23 Oct

Turns out that despite me correctly typing my address and selecting my country in their website drop down menu, they shipped to the completely wrong country (Taiwan). They ask used a regular service, not express.

Tried to get some assistance from them, took Jennifer a day to respond with a”it’s not my departments problem”. Great customer service

Then got an email to check the tracking info
Day later and many live chat messages (only from me) got another “it’s not my problem” from Jennifer at customer services

Finally got a message from shipping “Shuang”. We will order another watch and send QC pictures when it arrives

FFS....

I requested an explanation several times and got none, Also nobody at Puretime even hinted at an apology or acceptance of any responsibility

Finally I demanded a refund and have been told to check my CC statement in a few weeks

FFS again..... asked for a manager to call me ...... radio silence

Thought this was a trusted dealer....

Since read so many negative reviews about them doing almost the same thing, with no refund at the end of the tunnel ...... luckily I live not far from Guangzhou where they are based, so will pay them a personal visit on my next trip.....

RG TD's make mistakes on shipping details just like Amazon does. Expecting RG TD's to have a perfect sevice rate at 100% is unreasonable.

Quote:

---

Originally Posted by Sean_in_sanya

...... luckily I live not far from Guangzhou where they are based, so will pay them a personal visit on my next trip.....

---

Lol. Good luck finding them.

Is it even worth going there ?

Sent from my SM-G960W using Tapatalk

My issue was more with how badly they dealt with their screw up not just the fact that it happened... just terrible interaction from the start..

- - - Updated - - -

I have their address in D******n, just south of Guangzhou.. easy to find if you know how to use the Internet

Quote:

---

Originally Posted by Sean_in_sanya

My issue was more with how badly they dealt with their screw up not just the fact that it happened... just terrible interaction from the start..

- - - Updated - - -

I have their address in D******n, just south of Guangzhou.. easy to find if you know how to use the Internet

---

Your frustration is totally understandable. I live in Guangzhou as well and I go to the market at least once a month. I very much doubt you will find them (it's more likely just a pick up place for packages.).
However, what happened to you is an honest mistake. Yes, their customer service is garbage. I know that cause I used them once and stopped after that. Just take your business to InTime.

I am sorry for the inconvenience caused. Maybe there is some misunderstanding during this case. What Jennifer meant
is livechat can't solve all the problems and she has forwarded your emails to the related department to help you.
we shipped to the right address you left in your oder .However, the courier forwarded it to the wrong location,unexpectly.
they took "Taipa" as "Tapei"by mistake.
I know how frustrating it is for you but we are trying to figure it out .I have learnt from our staffs they offered to resend
the package to you but you rejected. so at the end, we agreed on a refund to you. A refund usually takes around two weeks
once we process it .It is normal procedure which we have no control on this. I hope you can understand.
Again sorry for all the trouble

So this looks to be resolved. It would be good to see one last post in a couple of weeks from the op that a refund had been received. @Sean_in_sanya - You may have had a less fraught experience if you had contacted one of the moderators before posting.

Quote:

---

Originally Posted by Sean_in_sanya

My issue was more with how badly they dealt with their screw up not just the fact that it happened... just terrible interaction from the start..

- - - Updated - - -

I have their address in D******n, just south of Guangzhou.. easy to find if you know how to use the Internet

---

Sure, please go there and tell us how well you did. Please take lots of pictures. I'd love to see what a dealer's office looks like. Make the 400km trip (one way) worth it. :)

Quote:

---

Originally Posted by puretime

I am sorry for the inconvenience caused. Maybe there is some misunderstanding during this case. What Jennifer meant
is livechat can't solve all the problems and she has forwarded your emails to the related department to help you.
we shipped to the right address you left in your oder .However, the courier forwarded it to the wrong location,unexpectly.
they took "Taipa" as "Tapei"by mistake.
I know how frustrating it is for you but we are trying to figure it out .I have learnt from our staffs they offered to resend
the package to you but you rejected. so at the end, we agreed on a refund to you. A refund usually takes around two weeks
once we process it .It is normal procedure which we have no control on this. I hope you can understand.
Again sorry for all the trouble

---

Thanks Angus.

I did not see anyone ask the OP this question "Did you contact Puretime directly?" nor did I read anything of the sort. Yes, what the Puretime staff, especially Jennifer, did was far from ideal but maybe @Sean_in_sanya doesn't know this (but considering he's in China, not sure why he wouldn't). Not everyone in this business is fluent in conversing in English. Some may know only the usual phrases used in the trade and that is a very limited vocabulary. What they say and what they mean can be wildly different. I've had experience working with other nationalities in my line of work, including the Chinese and I've learned early on to adjust my expectations in terms of communication and clarify when necessary.

Again, a thread that while mostly factual from the OP's point of view, really does not fix the problem at hand. The thread is colored by emotion. Expecting an illegal business to be perfect is irrational. There are so many points of failure, probably the same as with a legitimate business but with the replica industry, it is a real problem at every point. Trusted means even if a transaction does not complete because of these issues, a dealer will do everything to make sure that the situation ends in a favorable conclusion for the member. The road to that conclusion might not always be smooth and straight, but what's important is the end game. Compared to non-trusted dealers with shiny new websites, very communicative staff with perfect English, up to the point of payment, and then everything goes silent with no recourse.

Even if on the occasion that the TD does not respond to your PMs (as some do not log in regularly), you can always reach out to staff, and then we can talk to the TD regarding your issue.

Got to love how defensive of your ‘TD’ you are. No doubt they couldn’t be at fault at all in your eyes... I’ve read loads of people having similar issues with your beloved ... And I’m sure those peoplewere at the butt of your defensive response also... If this forum is just for praise and not honest feedback, good or bad, it has no point...

I’ve had literally hundreds of items shipped from Guangzhou by SF express, with none ever being sent to Taiwan, or anywhere else, other than my home address, so to blame the mistake on the courier seems somewhat unrealistic. I did, after all select my country in your drop down menu and it’s not China

@Sean_in_sanya ,...I guess you are making mistakes once in a while m8, so please allow others the same courtesy as they are working on a solution.
I understand your frustration but it is not done deliberately and Angus has explained what happened and you refused the offer for another watch so you will be refunded. It is Angus's loss as he will never get the watch back...But that is his risk as a businessman.

Now, you are here a few days on this forum...I guess you have not read the tips and tricks about how it works here. First you try to contact the dealer....if no satisfactory reply, you contact one of the moderators,...you didn't.
Then you accuse one of the mods to be one the TD's side....sure he is...as you did not follow the rules! With this thread which is unfounded as a solution is in progress, you make yourself rediculous. There is nothing wrong with a complaint when there is no solution offered and you get no replies, that is not the case here.

So patiently wait for the refund...and then go to another site like DHgate m8 as newbies like you who don't care to read and follow the forumrules and take pride in insulting our mods, we don't want here.

I want to explain a little bit about how we ship our watches. All our packages are collected by someone we call them "shipper", they collect the watches from us every day and they pack the watches and ship out for us, they will choose the best courier based on the destinations.

For this order, I admit we also made mistakes that we didnt tell the shipper this package is for Macau, and the shipper carelessly misread the address and shipped to the wrong destination.

I cannot deny responsibility and I hope the customer can understand and forgive us. I understand the frustration and the customer doesnt want to continue this order and we have already refunded the payment to his card, and the refund will arrive, no worries.

I know it is not very likely to happen but I still hope we can do business in the future, sorry again for the inconvenience caused.

Quote:

---

Originally Posted by Sean_in_sanya

Got to love how defensive of your ‘TD’ you are. No doubt they couldn’t be at fault at all in your eyes... I’ve read loads of people having similar issues with your beloved ... And I’m sure those peoplewere at the butt of your defensive response also... If this forum is just for praise and not honest feedback, good or bad, it has no point...

---

My point was there is a process to go through when having problems with the TD. You have an issue with the TD staff, go to the TD. If the TD does not attend to your concern, raise it up to staff. I'm not defensive of the TD. If I were, then why is the thread still here? If I were defensive of the TD, why do you think he posted in this thread? I told him Jennifer wasn't handling your issue properly. We can agree to disagree. But I draw the line at being thrown racist names. :mad: Goodbye.