Best Customer Service Ever!
I posted a week ago that I opened my watch case to discover the crystal on my Treehut Koa Wood watch, that my son got me for Christmas, has a vertical crack in the crystal.
I was devastated and confused at the same time — the former because my son got it for me…and the latter because I have no idea how it occurred.
I sent an e-mail to Treehut with an explanation, the order number and a photo of the crack…and after a short review Lorelie at Treehut told me she would send me a replacement and that I could keep my damaged watch!
I received the replacement this afternoon, sized it and am wearing the new one as I write…still astounded at the top-notch customer service Treehut provided.
A couple of weeks back, I discussed the excellent customer service I received from Marc at Long Island Watch (after the movement in my Bethpage malfunctioned). Well it looks like there’s another watch company out there who stands by their product…and protects their brand through stellar service.
Thanks Treehut!
What’s your latest positive customer service experience?
Time dictates my linear path to its bitter end. My watches keep me one step ahead of time…and one foot out of the grave.
Glad this worked out for you, it's always nice to hear positive stories about watch company interactions. Luckily I haven't had any issues with new watches as yet, so I don't have customer service stories good or bad.
Glad this worked out for you, it's always nice to hear positive stories about watch company interactions. Luckily I haven't had any issues with new watches as yet, so I don't have customer service stories good or bad.
Yeah…super happy about it. There were no questions asked on their part…no hee-hawing at all.
I had the leather deployment strap on my Tudor Black Bay Chrono start to tear after only wearing it a few times, I went back to the AD (who I have a good relationship with) and they apologised and ordered a new replacement, however they said due to demand and the post pandemic backlog it could be 6-8 months until they received it.
So in the meantime I had a custom strap made so I could continue wearing the watch, which I actually ended up preferring...
About a month later I was back with my AD for something unrelated (wedding rings) and they said there was still no sign of the strap anytime soon, so in order to keep me happy they would strip one of the new stock watches that had arrived for it's strap and give it to me, fitted there and then, the idea being to replace the display piece once my originally ordered strap eventually arrived.
It did help that the person I deal with is the store manager but the willingness to potentially put an item that was destined for the shop windows and is an item of sellable stock out of action just for my sake I think was quite a decent thing to do for a good customer.
They did then ask if I wanted to be on the waiting list for the Pelagos 39, so... they know what they're doing 😂
I had the leather deployment strap on my Tudor Black Bay Chrono start to tear after only wearing it a few times, I went back to the AD (who I have a good relationship with) and they apologised and ordered a new replacement, however they said due to demand and the post pandemic backlog it could be 6-8 months until they received it.
So in the meantime I had a custom strap made so I could continue wearing the watch, which I actually ended up preferring...
About a month later I was back with my AD for something unrelated (wedding rings) and they said there was still no sign of the strap anytime soon, so in order to keep me happy they would strip one of the new stock watches that had arrived for it's strap and give it to me, fitted there and then, the idea being to replace the display piece once my originally ordered strap eventually arrived.
It did help that the person I deal with is the store manager but the willingness to potentially put an item that was destined for the shop windows and is an item of sellable stock out of action just for my sake I think was quite a decent thing to do for a good customer.
They did then ask if I wanted to be on the waiting list for the Pelagos 39, so... they know what they're doing 😂
That’s top-notch!