Horrible experience with DelRayWatch - buyer beware!
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  1. #1
    Member Vicious49's Avatar
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    Horrible experience with DelRayWatch - buyer beware!

    The basic gist is they sent me a watch that was broken. Were notified immediately. Would not refund but would buy back from me at a $850 discount. I asked if they could find something else for me that way they still make money. While waiting I started a thread asking about the return policy on WUS. Fed got pissed and refunded the money but said he was going to pass my info on to his dealer network. And now John is misrepresenting the events.

    The rest of this is details that show that what he just posted is a lie.


    I have bought and sold/traded over 100 watches - probably 15-20 just this year alone. Not as a dealer but as someone who likes trying different watches for his own personal collection. Despite all that, everything has gone pretty smoothly until now. I've just had the only dishonest watch experience during my entire WIS history. I was going to let it go but the dealer - DelRayWatch - is now lying on the forum.

    I have to set the record straight as well as warn other members. This will be quite lengthy but without details the dealer will spread more lies. All I'm asking is that you go in with an open mind and without any preconceived notions that you have of them from their youtube channel. I can provide screenshots or forward emails to anyone who wants to question any off this. Ask them if they can do the same.

    I can live with a bad watch deal but not dishonesty. Below is a quote from John that he made in another thread here. I will provide dates and times that show how it is all lies.

    Quote Originally Posted by delraywatch View Post
    Hi everyone, John from Delray Watch here. I am quite disappointed to see the thread here considering how much our staff has actually worked to take care of the customer that posted here. First, I'd like to clear up any confusion on the scenario at hand. The customer had purchased a JLC Memovox which we did sell to him on our website. Several days after receiving, we were told the alarm was not functioning properly.

    Of course, we agreed here to repair the watch, as we honor a 1 year complete technical warranty on watches. Regardless of whether or not the alarm bell was damaged in shipping, we agreed to cover this with our warranty program which we offer for this very reason to have the customer always protected, even at our expense when damaged in shipping. When our small team received the watch, our watchmaker inspected and told us the repair would be quick. The customer then agreed to have the watch repaired and then sent back as soon as possible when complete.

    A short time after repairs began, the customer decided that he no longer wanted the watch, after agreeing to the repair. When Federico spoke with him, he said while he did not want this watch, he would be interested in the new Cartier Santos. After choosing that resolution, Federico spent the entire weekend finding the new preowned Cartier Santos- which took many hours to find it at the proper price point.

    After we found the Cartier for him, and purchasing it from another dealer for him with our funds, we were notified of this forum post. Everyone here at Delray Watch was very disappointed and confused because we feel we went above and beyond: offering warranty no questions asked, hunt down a new model watch at steep discount, and spending much time and overall having a pleasant experience with the customer with no real signs of an unsatisfied customer.

    Since this, we have given the customer a refund, and we now are stuck with a new Cartier Santos watch that we did not need. We have a very small team here at Delray Watch- these types of allegations do hurt us and now will need to stock a new Cartier Santos, likely suffering us a loss, which does happen in business, though as a small team- I can assure you it is felt.

    Now, I can touch on the returns policy. Policies are written legally. This is the nature of online E commerce. In a time where fraud runs rampant online, especially with expensive items, processors and banks require properly worded policies. Without policies, how could anyone that runs a small business sleep at night knowing that they and their family is protected in the event of fraud? We have had people with their entire identity stolen make purchases, which there is little protection to us for.


    Please keep in mind: we are not large venture capital-backed like Crown and Caliber, we are not DSW, we are not Real Real, nor are we Govberg, Topper, and the other huge players.

    We are Delray Watch, and we offer boutique experience, where you can call us and talk to the same person that makes the Youtube videos and the same person that handles the trades, works with the watchmaker, and takes you as a collector from point A to B. We will tell you what we think about Romain Jerome, we will tell you that perhaps a Zenith would work with your collection a bit more than an iced our Hublot.

    Including this, we have always done right by our customers. Every trade that we have ever done, we have handled above and beyond how we would like to be treated and certainly well passed the experience received from the bigger players. (As someone that worked at the top level for one of the companies mentioned above, I can assure you this wholeheartedly).

    One scenario we face with having a few very public Youtube channels is becoming a target for individuals that do not agree with the content. When I partnered with Federico I was shocked at some of the negative energy we are faced with including unwarranted hollow death threats and posting of public home addresses on this form. Nonetheless, every day we wake up and continue to strive to more than please those that work with us every day in their horological pursuits because the overwhelming support in the positive covers this which drives us forward.

    I urge you to look online, go through reviews, visit Facebook groups, and talk to customers that work with us every day.

    If some how, the most scrutinizing of consumers needs more, we welcome calls, chats, emails, comments we would love to chat watches.

    Cheers!

    John
    Last edited by Vicious49; July 16th, 2019 at 02:30.
    GMTtwotone and kev1nchoi like this.

  2. #2
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    I called DelRay on the morning of July 3rd and spoke to Federico about a JLC Memovox they had for sale - https://delraywatch.com/jaeger-lecou...emovox-reveil/

    I asked him questions about the watch including how it was running. He put it on a timegrapher and stated it was minus 3-5 seconds per day. He answered other questions like if it's hacking, quick set date, etc. He was very helpful and courteous through all this.

    We agreed to a price and funds were sent that afternoon:

    July 3, 2019
    Delray Watch Supply, LLC
    -negative $3,650.00
    Money Sent


    The holiday was coming up so we agreed it may be better for them to wait and ship it so it arrived the following week. I sent an email inquiring about the tracking info on Tuesday July 9th:

    From: Farhan xxx<[email protected]>
    Sent: Tuesday, July 9, 2019 9:41 AM
    To: [email protected]
    Subject: Re: JLC Memovox Reveil

    Was this shipped out and still on schedule to be delivered tomorrow? I'm not sure if you normally provide a tracking #, but could I have the # if you have it so I know to pick it up from the mail room as soon as it is delivered. Thanks.



    Feds reply:

    From: Fed - Delray Watch Supply <[email protected]>
    Sent: Tuesday, July 9, 2019 9:44 AM
    To: Farhan xxx
    Subject: Re: [[email protected]] Re: JLC Memovox Reveil

    Hi Farhan,

    Yes sir, it was shipped and will be delivered tomorrow before 630pm. Unfortunately for security and insurance reasons we do not provide tracking my friend.

    Best,

    Fed

  3. #3
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    I thought it strange that they couldn't provide a tracking number so I called Fed. He explained it is against Parcel Post policy for the to provide tracking numbers. I thought it strange, but sure. It will be here tomorrow and they are trustworthy since they are a dealer so it should be fine.

    I was notified by the front desk at work my watch had arrived Wednesday afternoon at 2:14 pm CST. I went down and picked it up. Opened it up, everything looked great. I set the time and the alarm. The alarm didn't go off. I downloaded a manual for the watch to make sure I was doing it correctly. I called Fed within an hour or receiving the watch and notified him it's not working. He had me try a few things and agreed that something was off. He wanted me to send it back for repair. I inquired about a refund since it's DOA but he said it's clearly stated they do not provide refunds. He wanted me to ship it back to the address it came from. I said 'shouldn't you provide a label for this'? He wanted me to pay $15 for the label. I said that didn't make sense as it's DOA. He agreed and sent me a return label for free.

    From: Fed - Delray Watch Supply <[email protected]>
    Sent: Wednesday, July 10, 2019 3:54 PM
    To: Farhan xxx
    Subject: JLC

    Label attached

    How to package your watch:

    1. Grab two new, sturdy boxes, one smaller that will fit inside the larger. You must double box your watch and use new boxes. This is a requirement to insure your watch.

    2. Pack your watch, original watch box and accessories into the smaller box and seal the box.

    3. Tape the “INNER BOX LABEL ONLY” label to the outside of the smaller box now containing your watch, watch box and accessories. Do this before you take the box to the UPS Store.

    4. Pack the sealed smaller box into the larger box with bubble wrap and seal the larger box.

    5. Tape the pre-addressed label to the larger, outermost box. Do not put anything on the box that would indicate that there is a watch or high value item inside.

    6. Use clear packing tape to tape the box shut.

    7. Keep the UPS Drop off receipt.


    Do not drop your package off at a drop box as insurance does not cover unstaffed drop-off facilities. .

  4. #4
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    It didn't sit right with me that they wanted me to keep a watch that did not work upon arrival. I called Fed the next morning on Thursday July 11 around 7:30 AM CST and told him it's not right. I'm the type of person who doesn't want something if it's already failed me once. He said their policy is no returns. I told him I would cover all shipping costs so they aren't out anything. He said he had about $600 in seller costs between shipping, credit card fees, paying someone to take the pictures, having someone relist it on his site, etc. I informed him I used Paypal so there are no fees once he refunds and he could reuse the same pictures. He said he could buy it back from me at an aggressive price of $2800. He would normally pay $2100 for this watch but was willing to help me out. Mind you I received this watch from them less than 24 hours earlier for $850 more but he's doing me a favor and thinks this is a 'fair resolution'.

    I told him I was even willing to buy a different watch from them if they could find it for me that way they still make money and I'm happy as well. He agreed to this and I emailed him my list:

    From: Farhan xxx <[email protected]>
    Sent: Thursday, July 11, 2019 8:29 AM
    To: Fed - Delray Watch Supply
    Subject: Re: [[email protected]] Re: JLC Memovox Reveil

    Fed,

    Below are the model #'s of the watches I'd be interested in (in order of preference). The Bond watch is older plus is about half what I paid so would present other challenges. DavidSW has the JLC Master Control Date in stock at the moment so that may be the easiest route if the numbers work out properly. Thanks.

    JLC Master Control Date Q1548530 - https://www.jaeger-lecoultre.com/us/...e/1548530.html

    Cartier Santos WSSA0010 - https://www.cartier.com/en-us/collec...ier-watch.html

    JLC Master Chronograph 1538530 - https://www.fratellowatches.com/jaeg...rence-1538530/

    Omega 2221 - https://www.jomashop.com/omega-seama...h-2221-80.html

  5. #5
    Member Earthjade's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    You need to be getting to the point a lot quicker.
    Seulement, il faut du temps pour être heureux. Beaucoup de temps. Le bonheur lui aussi est une longue patience. - Only, it takes time to be happy. A lot of time. Happiness, too, is a long patience.

  6. #6
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    I called Fed Friday morning July 12th and notified I had shipped the package out during lunch the previous day so it should be there Monday. He said he had inquired with DavidSW who was unwilling to sell him the JLC at dealer cost but he could get me a good deal on the Cartier Santos. I said great, send me the information when you have it so I can look at the options.

    It was still bothering me that they aren't even willing to offer a refund so I started a thread over the weekend asking if I was the only one who may have misread what their return policy stated. Keep in mind I didn't mention the name of the dealer or website and stated it was not my intent to disparage anyone.
    https://forums.watchuseek.com/f2/hel...y-4991549.html

    I received an email from Fed this morning stating the watch had arrived:

    From: Fed - Delray Watch Supply <[email protected]>
    Sent: Monday, July 15, 2019 8:39 AM
    To: Farhan xxx
    Subject: Re: [[email protected]lraywatch.com] Re: JLC Memovox Reveil

    Hi Farhan,

    Got your watch safe and sound.

    Best,

    Fed


    Here's the tracking info for anyone who wants to verify - https://www.ups.com/track?loc=en_US&...T/trackdetails

  7. #7
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    I replied to Fed:

    From: Farhan xxx <[email protected]>
    Sent: Monday, July 15, 2019 11:43 AM
    To: Fed - Delray Watch Supply
    Subject: Re: [[email protected]] Re: JLC Memovox Reveil

    Fed,

    Please let me know what the options are.

    FYI - I did start a thread on WUS as I thought the return policy as written is a little vague. Apparently so did everyone else as there is no consensus. I didn't mention names as my real interest was in seeing if it's just me that was confused. I'll let you read it for yourself.

    https://forums.watchuseek.com/f2/hel...y-4991549.html

    I'm really trying to give you guys the benefit of the doubt but maybe I'm just being naive when I think through it logically. If I bought from a private seller/forum member there are no returns. If an item is not functioning properly, you obviously send it back and get your money back. That's just doing what's right.

    When dealing with a reseller like DavidSW and HQMilton there are no returns for buyers remorse but if the item is not working they give you 2-3 days to return it. You obviously pay a bit more because they are trusted and you know it won't be a hassle like it would with a private seller. Even smaller resellers like EvanisRushin and ExelonMan offer a return if an item is defective. That's just good business.

    You are trying to have it both ways. You want to be a trusted reseller so you can charge higher premiums but you also want to do a no return policy like a private seller. It's the same thing with your return policy. You don't want to accept returns but you also don't want to clearly state it.

    You have the watch back - I really do think a refund should be an option because it is not clearly stated and it's the right thing to do. It's what other resellers do and it's what private sellers do. I'm not even sure if I want the refund depending on what you've found with the other watches I was looking at, but it should be an option. Thanks.


    So I'm the one who let Fed know about the thread. I asked what my options were and I still don't think it's right they don't offer a refund.

    I received a call 10 minutes later from Fed that he was disappointed I had started the thread asking about the return policy. He no longer wanted my business. He said I could go through Paypal to get my money back. They he changed his mind and said he would just refund it and be done with it. But he was going to pass my info on to his dealer network.

  8. #8
    Member 41Mets's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    I don't know about anyone else here, but if I received a watch that had damage or wasn't working, wherever I bought it from better be taking that watch back for a refund!

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  9. #9
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    I was at work so could not talk but did send Fed an email after the phone call.

    From: Farhan xxx <[email protected]>
    Sent: Monday, July 15, 2019 12:24 PM
    To: Fed - Delray Watch Supply
    Subject: Re: [[email protected]] Re: JLC Memovox Reveil

    Fed,

    I appreciate the refund. Like I said, I was at work so couldn't really talk.

    It wasn't my intention to disparage or harm you in anyway. I'm sorry you see that differently. But like you said we can agree to disagree.

    But you saying 'I will be passing your information along to my dealer network' is you intentionally trying to deprecate me. How is it fair that you can say what you want to the dealer network about me but you don't want me to do the same to the buyer side? Once again, you can't have it both ways.

    Also, disparaging me to the dealer network doesn't do much because:
    A. In the end it's about money. They will sell to whomever has cash to buy.
    B. I've already had multiple successful deals with many of the dealers.
    C. I need to cut down on buying watches anyways so you would be doing me a favor.

    I still don't see how copying your return policy on a forum made you look bad. Unless you are ashamed of that policy or want to hide something. Either way, I would have hoped you would have handled things more professionally. I will not be directing any business your way as you have already stated you intend to steer dealers away from me.

  10. #10
    Member Vicious49's Avatar
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    Re: Horrible experience with DelRayWatch - buyer beware!

    Quote Originally Posted by Earthjade View Post
    You need to be getting to the point a lot quicker.
    I added a summary to the 1st post:

    The basic gist is they sent me a watch that was broken. Were notified immediately. Would not refund but would buy back from me at a $850 discount. I asked if they could find something else for me that way they still make money. While waiting I started a thread asking about the return policy on WUS. Fed got pissed and refunded the money but said he was going to pass my info on to his dealer network. And now John is misrepresenting the events.

    The rest of this is details that show that what he just posted is a lie.

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