Jura Watches
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Detail of poor customer interaction - DO NOT BUY FROM HERE
In 2022 I submitted a form to sell them a watch. I never received a follow up email despite them saying they would be in touch. On 8 April 2024 I ordered a watch which the website said was in stock, and no where did it mention any delays or waiting times. I called several times to get updates on the status of the order, each time being told "oh it won't be much longer and someone will call me back...", they never called me. Finally on 12 June 2024 having received no update on the order status, and obviously no watch, I emailed for a refund. I was told it would be passed to the cancellation team and to allow 4-5 days for the refund. No refund came within the time so I emailed again on the 23 June 2024. I received no response to this email but did receive the refund on 26 June 2024. This item was supposed to be a gift which I then ordered from another retailer and received within 3 days. Fast forward to 8 April 2025 (same day oddly) I ordered another watch, again this was a gift, forgetting the previous issue I had. Again the website stated nothing about delays etc. I received a confirmation email...shortly followed by a direct email from the sales team saying they ordered directly from the manufacturer and they would let me know when it might be delivered, this triggered my memory of the previous incident and already I was annoyed I had ordered from these guys. On the 16 April 2025 I emailed to ask for an update because the website said it would be delivered in 7-10 days and though they were still in this window I was suspecting I would be having a repeat of the previous issue. I received a rather strange email back stating "they were still in the 7-10 day delivery window" and then started the next paragraph saying "we are experiencing delays and your watch is due to be received around early May...". Why point out to me you're within the delivery window if you already know it's going to be a month delayed. This is very poor service. They did offer to find an alternative watch to get out for next day delivery so they made an attempt to provide some level of satisfactory customer service. I couldn't wait for a month, to "maybe" receive my order and based on my previous experience I thought it better to cancel the order straight away which I did. I then had to email on 16 April 2025 to confirm cancelling my order and then emailed on 17 April 2025 requesting confirmation of the cancellation. Having received no response I followed up on the 23 April 2025 asking for a response to my previous email and the next day received a response that my refund would be processed and to please allow 10-14 working days which you'll note is now over double the amount of time from my previous years cancellation. The refund was indeed processed on the 13th working day and they did attempt to provide me with an offer of a discount (no idea what amount) in the future the next time I order. This time again I ordered from another retailer and received the watch (bear in mind this came through customs) within 3 days. Safe to say I highly doubt I will ever order from this company again (based on me remembering). This kind of poor response and customer communication is just not good enough. As a watch buyer I understand there being production line delays and even limited availability but if there are things to improve on GREATLY it would be: 1) Transparency to the consumer. Do not advertise products for sale that have a delivery window that is completely different to the reality you then face. 2) Communicate openly and up front with customers. I should not have to chase you for an update to then be told I need to change my expected receiving date by a month!!. You should provide this information to the customer up front. 3) Never ignore reasonable customer interaction. I had to chase and chase on calls for my first purchase with lots of promises of return calls/emails which never came. The second purchase I had to chase and follow up to confirm that my refund was being processed. It leaves customers in the lurch on what is happening and if they will receive their money back. The company has to appreciate how this makes a customer feel and the high level of frustration it produces. Doubt anyone would read this entire review but in short if you want my advise? This company sells watches you can fairly easily purchase from other retailers. The prices are always similar if not cheaper elsewhere so don't put yourself through the irritation I went through and order from somewhere else.