My purchase & interactions with the Water Watch Co. have been totally unacceptable. I find them to be disingenuous and a fraud. I have made only two online purchases and I am done with them. My first purchase in March 2023 was for a cuff bracelet. I was charged twice for one item. They backed it out but the experience was unsettling to say the least. Unsettling in that I could not contact them by telephone, only via email. They do not provide a customer service telephone number like all other legitimate online retailers. I am an avid & experienced online shopper & while I understand mistakes can happen, this was my first experience with them and it wasn't good. I should have listened to my intuition & not attempted to order a second item at the end of April 2023. I ordered a bracelet that had previously sold out in my size. For months, the only size available was XL which is too big for me. I opted to be notified once it came in. When it did, and my size was available, I ordered it the very same day I was notified. Once again, I was charged for two bracelets instead of one in my size. Since I couldn't contact customer service by phone, I sent an email. But because I don't trust them anymore, I had to get my credit union involved & spent a lot of time trying to fix this. Meanwhile, I get an email response from Water Watch Co. asking me to provide them with an "Approval" number so they could check their records. I didn't have an Approval number.
Really, they could not check their own records to verify I was charged twice? They were asking me to perform yet another task to prove I was charged twice. I responded by asking them to check their own records since they are the ones who erred in charging me. There were several emails over several days that I sent to them asking for their assistance in refunding me. My credit union was about to begin an investigation of Water Watch Co. But I had to keep tabs with my credit union until I was finally refunded which btw they were able to do without the so-called "Approval" number.
My order for the Two-Worlds bracelet finally arrived. But I received the XL bracelet, which was the only size available again on their website, and not the size I ordered. I can't say how disappointed I was that after all that, I received an item that I cannot use. It cost over a $100! Once again, I had to contact them via email and let them know that they sent the wrong size, with a full explanation of all that happened & that I put in and paid for my bracelet the same day they told me it was available again. They responded by saying it may have been an oversight on their part but they would be glad to exchange it for the right size. I was happy to hear that but I needed to make sure they could really exchange it since my size was sold out again. They responded that they couldn't exchange it because my size was no longer available but that they could for something else. Didn't they even read any of the detailed emails I sent? I felt like I was speaking (writing) to a machine rather than to a human customer service person, even though the responses were specific to my questions. Btw, Julie is the only name ever given in email responses as the representative and customer service person. Only Julie who I suspect isn't her real name.
I then tried to locate the company, where they are, a phone number. Well, my package was shipped from Elkgrove, CA but there was no such company located in Elkgrove, CA. The website states that they are located in San Francisco, CA. Again, no such company in San Francisco, CA. I was searching because I was trying to determine whether or not they are legitimate and also to get a telephone number. I checked with the Better Business Bureau & they have no record of Water Watch Co. After 11 email communications with them, and no way for me to get the bracelet I ordered, I just gave up. I do not want to send the wrong bracelet back at this point because they only give customers 15 days to return for a refund. I also don't trust that if I did send it back, I would never be refunded on my credit card. So I am stuck with an item that cost me over $100, that I cannot use. In sum, I think this company is a fraud. I don't think they actually have a customer service dept. or an accounting dept, or even superiors to report to as they stated to me. I would warn anyone to not make purchases from this company because they are dishonest and do not provide a satisfactory or useful method to assist customers. Not being able to contact them or verify where the company is located is also very suspicious and disingenuous. Please beware.
