It is disappointing that more companies, both big and small, have forgotten that customer service is their responsibility and not the customers.
If you are going to solicit reviews from you customers, maybe check in with first, or wait long enough between product delivery and the request for review that any issues can be resolved in a positive manner.
I had a company send an e-mail asking for a review before they had shipped the product. I responded to the e-mail that I would consider reviewing the product once received. Well, after two more e-mail request for reviews and still no product in hand (well after the promised delivery date) I posted a review that said I had no idea of the quality of the product, because I had not received the product nor a follow up on the status of the order. The owner reached out to me, made the situation correct then asked if I would follow up on my review. I was happy to do so and let other customers know how the situation had been handled.
The biggest shame in the Biglona's story is that Oak and Oscar don't realize or seem to care that the product is only one part of the overall customer experience, and that customer service or interaction after sale, when not equally positive tarnishes the owner experience.
No one needs a watch, and when the experience is not good, neither is the product.
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