Hi everyone,

Recently we’ve seen some complaints about delayed shipping, slow communication, order uncertainty, and product QC issues. Some of the criticism is fair, and we want to address it openly instead of avoiding it.

First of all, we’re sorry to any customer who had a frustrating experience with Watchdives. Even if the reason was a warehouse move, a pre-order delay, supplier rework, or abnormal order volume, the final experience still matters. If a customer paid and had to keep chasing for updates, that is not the experience we want to provide.

1. Shipping delays and pre-orders

For pre-order products, we will make the expected shipping time clearer before purchase.

If a pre-order is delayed, customers will have the following options:

1. Wait for the order — we will offer a $10 compensation coupon.

2. Cancel the order — we will provide a full refund plus an extra $10 coupon.

3. Choose faster shipping before shipment where available.

For some products, delays happen because we reject parts that do not meet our QC standards. For example, the recent WD0017 pre-order delay was mainly because several hand samples did not meet our standard 100%, so we asked the supplier to remake them. We know waiting is annoying, but we would rather delay shipment than send out watches that we already know are not good enough.

That said, we also understand that better QC does not excuse poor communication. So from now on, for delayed pre-orders, we will provide more proactive updates.

2. Logistics issues and lost packages

If tracking has not updated for more than 10 days, customers can contact us and we will help check with the carrier.

For logistics issues, we will offer solutions depending on the situation:

1. Shipping-cost coupon compensation.

2. Free reshipment if the package is confirmed lost.

3. Full refund if the package cannot be delivered or recovered.

For orders using SEEL protection or similar shipping protection services, the process may need to follow the service provider’s official claim process. But our customer service team will still guide the customer and help move the case forward.

We also want to clarify something: express shipping can improve delivery speed, but it cannot solve product QC problems or pre-order delays. If a product is still under QC or waiting for replacement parts, faster shipping will only apply after the product is ready to ship.

3. After-sales support upgrade

Previously, some customers felt that our after-sales process was too slow or not clear enough. We are improving this.

For quality issues:

1. If there is a confirmed quality issue within 30 days after delivery, we can offer replacement, repair, refund, or other reasonable solutions depending on the case.

2. For confirmed quality issues within 60 days, customers can still contact us and we will help solve the problem. If the product itself is defective, we can cover reasonable return or repair costs.

3. For older orders or historical complaints, we still welcome customers to contact us again. We will review each case carefully and try our best to provide a fair solution.

To make the process fair and avoid misunderstandings, we may ask for clear photos, videos, order number, and a short description of the issue. This helps us confirm whether it is a real QC problem, shipping damage, normal usage marks, or simply personal preference.

We want to help real customers, but we also need a fair process so the system is not abused.

4. Compensation for unhappy past customers

For customers who had a bad experience before, we are considering additional goodwill solutions, such as:

• Partial coupon compensation for a future purchase.

• Discounted replacement parts where possible.

• Free small parts or upgraded accessories in selected cases.

• Special support for confirmed defective products.

In some cases, we may offer a coupon worth up to 50% of the original order value, but this will be reviewed case by case. This does not mean every complaint automatically receives 50%. It depends on the order history, issue type, product condition, and whether the problem can be verified.

Our goal is not to argue with customers. Our goal is to solve real problems in a fair way.

5. About our QC and product quality

We know some people say Watchdives quality is inconsistent. We understand why some customers feel this way, especially if they bought an older model or an entry-level model from an older supplier.

But we also want to say honestly: we have been pushing suppliers very hard on QC. Some suppliers even say our inspection requirements are among the strictest they have seen in this price range.

You can see the direction we are moving with newer models such as:

• WD5513Q

• WD5513P

• WD5513B

• WD5513M

• Upcoming WD0019

• Upcoming mechanical WD0016 Miyota version

Our goal is to make even our lower-priced watches feel much closer to our $200-level products. Of course, an $80–$100 watch cannot be exactly the same as a higher-end model, but we will keep improving finishing, bracelet comfort, clasp quality, crystal, alignment, and overall QC.

We will not pretend every watch is perfect. Watches are assembled by people, and small tolerances can exist. But when there is a real defect, we should take responsibility and help the customer.

6. What we are changing internally

Based on recent feedback, we are improving the following:

1. Clearer pre-order and shipping-time information on product pages.

2. More proactive updates when an order is delayed.

3. Better internal communication between customer service, warehouse, and QC teams.

4. Faster handling for lost-package and tracking-abnormal cases.

5. More standardized after-sales solutions for defects, delays, and logistics problems.

6. Stricter supplier management, especially for older low-price models.

7. More transparent communication with the Reddit community when problems happen.

We are not perfect, but we are not ignoring customers. We are learning, improving, and investing more into better products and better service.

For anyone who has had a bad experience with Watchdives, please contact our customer service again with your order number and issue details. We believe most problems can be solved, and we will do our best to make things right.

Thank you to everyone who gives us honest feedback, even when it is critical. Watchdives will keep proving ourselves through better products, better QC, and better service — not just words.