Okay, so this review encompasses the Denver store, the Las Vegas store and the online store. Purchased a Dark Irony watch from the Las Vegas store in June 2024. Same month I tried purchasing a metal strap to replace the existing, rubber strap. Placed order online using PayPal. 4 weeks later, I called because we still hadn't received our order. Also, they provide ZERO tracking information. None. Ever. Talked to someone at customer service and they said it had been out of stock and assured me it would be delivered immediately. This time they sent me tracking information at my insistence. I eagerly watched as it was out for delivery in my area. Then, I get a notification on the tracking that it had been returned to shipper. OMG!!! The PayPal payment had expired and the order cancelled. Then, in September my wife ordered it again for my birthday. Arrived promptly but was not the right size. Wouldn't mount to the watch face. My fault, but this particular metal watch band did not show up on their website when I searched. When I purchased the watch, the salesman told me there was a metal band available and told me he could order it. I declined because I didn't live in Las Vegas. Soooo... we went to the Denver store in Cherry Creek mall. They said we would have to send it back to where we bought it. They also said they didn't have the correct band in stock and I would have to call the Las Vegas store to get the product number. And, requested that I email them the product number because they didn't know it either. I call Vegas, get a product number and through google and a non-swatch company I finally have the right strap/band. Sent back the wrong sized one I got for my birthday via the return shipping label. There was a section on the order print out page that came with that strap/band that asked why we were returning it. Too big? Too small? Wrong material? Etc. I wrote in "did not fit watch".
Went to the post office and found out that you have to pay for return shipping. $8.
The strap/band was $45 + $5 shipping. The returned package came back to us a week later. No information as to why. It came back exactly as we sent it. Called customer service again. They said they don't accept returns on bands/straps. We inquired why we had received the Order print out asking why we were returning the strap/band along with a return shipping label if the do not accept returns on straps/bands? They said it was on they sales agreement in some bottom corner on their website. But why send a return label and why not write that somewhere on the order print out? Why did they not tell me this at the Denver store? Still taking with customer service and they are not budging. I'm out $58. It also says "satisfaction guaranteed!" on your website. Not feeling satisfied. Feeling pretty angry and cheated. I'll never go into a swatch store again and I will tell anyone who will listen what a crooked company they are. I will give a thumbs up to every YouTube video I see that complains about this company, and there are many. Rant over. Sorry it's so long. read more