Gallery Rare Ltd.

販売業者のコメント:

Thank you very much for your valuable feedback. Please accept our sincere apologies for the disappointment caused due to the lack of precise correspondence from our side. Your honest feedback allows us another opportunity to improve our internal processes and make the experience better for our buyers. Also, your feedback in reference to mistake has been shared with the team concerned for the improvement of their operation skill. We, once again, would like to apologize for the disappointment caused and also thank you for being a wonderful customer.

販売業者のコメント:

Thank you very much for taking the time to leave us a review. We understand that you are unhappy about the shopping experience with your recent purchase. Firstly, with regards to the condition of watch, if in case the watch may have any defects, we ask all customers to ship it back to us so that we are able to see whether the watch may have the initial defects, damages or get magnetized since providing the watch as described is utmost important for customer's satisfaction. Also, regarding the partial refund, we are sorry that you are disappointed with our services, however, we, unfortunately, it is difficult for us to offer a partial refund for the reasons stated above. However, we did not intend to impair your sentiments by any means. Regarding the return shipping fees, according to Chrono24's policy, normally the return shipping fees shall be borned by the buyer however, please note that we will shoulder the shipping fees as the watch may have an initial defects as we mentioned in our correspondence. Lastly, as for the exchanging of message, please note that we respond to every customer in order between 10AM and 6PM. We hope you would understand our caped limits. However, we take your feedback as a learning opportunity to reflect on our processes and improvise where necessary. We, once again, would like to apologize for the disappointment and thank you for taking out your precious time in sharing this constructive feedback with us. Sincerely,

販売業者のコメント:

Thank you very much for your feedback. We sincerely apologize for the inconvenience caused this time. We have many experience of shipping via EMS to the US and as for EMS, a tracking nubmer is provided and is able to track with the same number in the US. In addition, as for the documents, we provided the same required documents we always prepare for every shipping we handle. As for this matter, we contacted Japan Post for investigation, however, no matter how hard we tried to solve this issue, as the package has already left Japan, unfortunately we (including Japan Post) had no control of the investigation. Therefore this leads to the result to our solution to kindly ask you to contact the customs and postal service agents on your end to receive the package. We sincerely understand that this issue has caused you great stress and grief. However we will truly appreciate if you could kindly understand our effort regarding this matter. We also contacted USPS/the customs office in Chicago for interantional investigation, and they are still working on the search of the watch. To improve our service, we have decided to use DHL and Fedex for our future orders. Thank you again for you honest feedback and as a professional, we promise to propose you the best service if you could give us another chance to assist you again in the future.

販売業者のコメント:

Thank you for your feedback. We deeply apologize that we had to cancel your order this time because the watch sold out at our our store before you proceeded the purchase. We will sincerely appreciate if you could kindly understand that it was a very rare case and that these things happen occasionally as it takes some time for the availability to be updated and reflect on the website. As a professional, we promise to improve our service from this experience and propose you our best service if you could give us another chance to assist you again in the future. Again we sincerely apologize to cause you such inconvenience.

販売業者のコメント:

Thank you for your review. We are sorry to hear that you had such a frustrating experience, but we truly appreciate you for bringing this issue to our attention. As we have mentioned, we are Japan based company and our office hour is 10AM to 6PM (Japan Time), 5PM to 1AM (Your Time). In addition, due to COVID-19, we are operating with minimum number of staff. Therefor we are regret to inform you it had taken some time to reply. We are sorry for the inconvenience and appreciate your understanding.

販売業者のコメント:

We value our customers' opinions and we would like to thank you for taking your time to write a feedback. We truly regret that we did not meet your expectation this time for failing to update the availability of the item. Unfortunately, these things happen occasionally as it takes some time for the availability to be updated and reflected on the website since all listed items are also for sale in our physical stores in Japan. We believe that you must have been excited to receive the watch and we are truly sorry for this to happen. Regarding the refund, we are truly sorry to hear that you have not yet received your refund until now. However, Please be informed that unfortunately Chrono24 will process the refund of your payment. As for this we have contacted Chrono24 and requested them to update you regarding the refund. Once again we truly apologize for the inconvenience we have caused. Please feel free to contact us again if you have any concerns regarding your refund. We propose you the best service if you could give us another chance to assist you again in the future.

販売業者のコメント:

First of all, thank you very much for sharing your feedback. We are sorry to hear that you had such a frustrating experience, but we truly appreciate you for bringing this issue to our attention. It is quite a rare case however unfortunately, these things happen occasionally as it takes some time for the availability to be updated and reflected on the website since all listed items are also for sale in our physical stores in Japan. We will use the feedback to make us better and propose you the best service if you could give us another chance to assist you again in the future. Until then, please accept our sincerest apologies.

販売業者のコメント:

Thank you for your review. We are sorry to hear that you had such a frustrating experience, but we truly appreciate you for bringing this issue to our attention. Regarding the shipment, as we have mentioned, shipment of items using precious materials are prohibited by EMS/TNT. Therefore, we would be grateful if you could understand that the watch you were interested in had to be shipped by FedEx. Regarding the item, we deeply apologize for the confusion due to the photo listed on the item page. We always aim to deliver great experiences, and we are gutted when we do not meet our customers' expectations. We value our customers and we always want them to be satisfied with our service and th is will never change. Our customers are the lifeblood of our business. We will take this opportunity to improve our service and to ensure this will never happen again. Once again, please allow us to express our sincerest apologies and appreciation for the feedback.