Watchshop Avis

Whilst the customer service is polite and reply swiftly, the watch I bought (for £197) was faulty - the button that sets the time seemed stuck. I asked them if they had experienced issues with these watches before (there was no manual, so maybe I was doing something wrong), but they chose not to answer that question, just telling me to return it. I am under the impression they get a lot of returns, as a returns label comes with the product. I returned the watch, but the returns label they supply with the watch is not free postage, and they refused to refund me the £4.45 postage because apparently there is a free returns label on their website. Then why is the one that comes with the watch not free? What a waste of time and effort. Avoid the hassle and go through a proper retailer.