Have had a couple of things repaired and keys cut here over the years, and have always been happy with the work and service.
Around four weeks ago, I brought in my five year old Daniel Wellington watch to have the glass replaced, due to some fine scratches that had developed over several years of use.
After paying $80 for the repair, I picked up the watch a couple of weeks ago. Three days later, when taking it off it fell about 20cm onto my bedside table and smashed instantly. This was a very minor impact that the original glass (and my other watch) have endured many times without issue. This suggested to me that the replacement glass was not strong enough and/or the repair made it more susceptible to breaking.
I brought the watch back to the store last week and politely explained that I was unhappy with the quality of the repair and that I didn't believe such a minor impact should cause the glass to smash.
Instead of listening to my concerns and trying to find a solution, the owner was extremely rude to me. He kept saying "it wasn't like that when you picked it up, was it?", even though I never suggested that it was returned to me broken. He essentially told me to pay for another repair or go away, and basically started serving another customer before we'd even finished speaking.
Everyone (and assumably the owner) knows that watch glass (especially from a brand like Daniel Wellington) is designed to be strong enough to withstand day to day knocks and drops. If it wasn't, then people's watches would be smashing all the time! If replacement glass is lower quality and more likely to crack than the original, then I should have been warned of that beforehand.
I tried resolving this a second time by writing an email to the owner, but was just sent a generic reply again refusing to repair the watch for free or offer me a refund. A complaint has now been submitted to Consumer Affairs Victoria.
Judging by other negative reviews about the owner's rudeness and attitude, I'm clearly not alone. What a way to lose customers! Will be going somewhere else now. read more
