Invicta Stores

I sent the following email to Invicta on 9/13/18. I have not received a response as of this date.
RE: Order # *******

I received the order below on September 9,2018. My husband noticed that the Invicta logo (wings) had dislocated from the original placement and is now sitting on the top left side of the watch face. We would like to return this one, and have a new watch sent (same model as below - 9110). How will this be handled? I am assuming it will be free shipping for the return?

Shopping was easy, paying was easy, receiving the merchandise, not so easy. It took almost a month to get the watch I purchased. For some reason the original package got lost during shipping, when I called to check on the order the staff I spoke to were kind and helpful but did not keep their commitment to call me back or follow-up with me about the lost watch. I had to call Invicta to follow-up and the last person I spoke to was nice enough to move forward with sending out a new watch instead of making me wait an additional few days for them to research the whereabouts of the original product. Will likely shop with Invicta again because they have good product at good prices but will probably find a local store versus shopping with them online.

The overall issue I had was shipping and communication with my product. I am a repeat customer, so this by far was my worst ordering experience. I got a confirmation email with order, but never got a shipping confirmation email or tracking number, emailed customer service 3 times, never got a response. I had to call customer service and waited 45 minutes, on hold for them to tell me it would ship the next day. The product is great but this experience was not longest ship time of product without communication ever.

Excellent shopping experience and the price was unbeatable! Absolutely thrilled! Update 12/09/18: Orders were delivered almost 2 weeks ago & the shipping times were outstanding. The time pieces we ordered for one another as Christmas gifts beat all I've ever seen! The watch boxes are sturdy, snug, and easy on the eyes so that they won't offend if you decided to leave them out on the dresser with your other jewelry storage cases. The paperwork for the watches fit neatly inside the watch box in it's own little pocket so never a problem finding for reference or repair issues. The actual time pieces themselves are absolute stunners! Every little detail has been tended to with the Invictica brand it appears. The gold shines, the diamond chips gleam and sparkle, smooth fluid silent movement of the watch hands, & they wear very comfortably & with versatility. Make sure you know your personal measurements/preferences so that you don't end up with a watch that has facing bigger than your thigh

I had some troubles trying to talk to a customer service rep. You should make sure they are available when needed. I needed to return the item, but found it very difficult to get the contact information (return label, return address). Returning the product should be just as easy as the purchase was. Anyway, we'll see how long it takes to get my watch back and how more it's going to cost me. I had to pay an additional $40.00 plus dollars, just to send the watch back. There should be a return label with the package.

Unfortunately I can't stop purchasing from Invicta because you make my husbands absolute favorite watches! They are big and heavy and he's all about them.
I understand with the pandemic things may be running behind, but it took a month to get my order, missing our anniversary date. Understandable coming from China, but Florida? C'mon. And the first customer service agent that got back to me via email have vague answers and no apology. Better customer service, especially in this time, may help keep your business alive. Just sayin. Love the watch though. He loves it. It's absolutely what I was looking for. So thank you for that.

Ordering was easy. I has asked and paid for overnight shipping. It took a week to ship though. I was unaware it would take that long. I sent multiple e-mails asking about the order and stating that since it did not ship right away, I would like to change to ground shipping for less money. I never received a reply back to my e-mails.

I had also placed another order for a different watch a day or so later, still waiting on that one to ship.