Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** Watches handling repairs for Luminox watches requested I send in a watch to be repaired, charging me $35.00 to cover shipping charges. Upon recceiving and inspecting said watch, ********** states they are not able to provide repair services as the watch is too old, and shipped the watch back. Representative also states they will provide a coupon code for 25% off a new Luminox watch due to being unable to handle repairs, however have never provided.Repeated attempts to contact ********** Watches through online repair ticket not responded to. Timeline below:8/19/22 - RMA created 9/17/22 - ***************************************************** responded via online ticket:"Good morning, Your watch is a version 2 of this series, Unfortunately we are unable to make any repairs to this version as parts are no longer available. Your watch will be returned to you as is, unrepaired. I sincerely apologize for the inconvenience. I have been authorized to offer you 25% off a new Luminox watch. Please visit www.luminox.com and let me know if there is anything there you are interested in and I will generate a code for you. Kindly, ***"9/20/22 - My response to ***:"Hi ***, thank you for the reply. Was that information not able to be told to me before I shipped it in? It's frustrating that I wasted the shipping cost. I looked through the Luminox store but haven't found anything I'm interested in. I see you're address is from Sasltzman's Watches, would I be able to get a discount on a different brand, like a g-shock? Thanks again, ***"9/29/22 - Response from *** "Unfortunately we are only able to offer the discount on a new Luminox purchase. If it takes you a while to see one you like on luminox.com, you can send me a direct email and I will still provide a code for you. I apologize for the inconvenience. Kindly, Sue"This is the last response from ********** Watches. My additional messages sent on 9/29, 10/11, and 11/4 have yet to receive any response Thank you,***

  

  Business Response

  Date: 11/26/2022

  Hello,

       I'm sorry for the trouble, and that we aren't able to repair your watch.  Unfortunately with many of the older models we can't tell if we can fix it until we see which exact version or model it is.  We have reached out by email, through the discussion portal, and phone, but I do not know if we have connected yet.  Please feel free to call us at your convenience at ************.

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Hello,

  The business has offered to reimburse me for half of the cost I am disputing.  I agree to this so long as they actually do issue a refund.  Attached is the email offering the refund, and my response.  I have not seen any refund process to date.

   

  Thanks,

  ***

   

  

  Business Response

  Date: 12/06/2022

  Hello,

       As agreed we issued the refund on December 1 for $17.50.  It takes credit card companies 3-7 business days to process refunds which is out of our control.