Thank you for taking the time to share your follow-up review. We’re genuinely sorry that this situation has caused frustration, and we regret that our earlier response gave you the impression that your feedback was not taken seriously. That was not our intention.
To clarify, when we referenced the number of orders in our previous reply, this was meant purely to provide general context and not to diminish your experience or to “call out” your purchasing behavior. We fully understand that even a single negative experience can be impactful, especially when it results in additional costs.
Regarding the order history itself: based on the information available to us under your name and email address, we have indeed been able to identify three orders in total. One of these dates back several years and was associated with a slightly different address, close to your most recent one. We mention this only to explain why our records may differ from your perception, not to dispute your experience.
Most importantly, we do acknowledge the core issue you raised: your email requesting a change was not answered in time, and that should not have happened. We agree that timely communication is essential, and we are sorry that this led to unnecessary shipping costs on your side.
Your feedback has been taken seriously and shared internally, as improving response times remains an important focus for us. If you are open to it, we would still welcome the opportunity to discuss this with you directly and see if we can find a constructive way forward.
Best wishes to you.
Kind regards,
The Watch Plaza
