Try Alternative Suppliers - Very Unusual & Disappointing Cape Watch Experience Today

Our email drafted to Cape Watch:

Good afternoon Tenille(Director),

I trust you are well.

We have been ordering from your company for the last 4 years. This is a repeat order that we place annually for the exact same item - see attached invoices for reference.

On the 1st order in 2018, we received batteries included with the clock inserts and each order thereafter. Each year we would send through a repeat order for the exact same item - only quantities would change.

This year we did the same, placed a repeat order for the same item. Melissa invoiced us with an increase of 262% which we queried and received the normal covid-related response. Our finance team approved it and then processed payment and the goods were shipped.

We have just unpacked the parcel, only to find out that one clock had a battery inserted, the rest no batteries. I contacted Melissa who told me that clocks dont come with batteries. I explained it was order number 4 and we had always received batteries included - no notification of a change was received. We had already invoiced the item to our client and we are unable to go back to them now to say batteries are not included this year. Melissa said she didnt have the authority to assist.

She then put me through to a manager, Tapiwa who was far less helpful than Melissa. He told me he couldn't assist and that his hands were tied. I asked if I could speak to someone whose hands were not tied so that we could get this resolved, he said no they are busy.

I am a business owner myself and find it hard to believe that Tapiwa correctly communicated the customer service culture of Cape Watch. I hope I was right on that.

Please could you assist with getting this resolved.

Cape Watch Response - Tenille Hoge(Director):

Tapiwa’s response was on behalf of me. I cannot take every call and that is why we have a manager to relay the info, there are not enough hours in the day to assist every query.

You might be of the opinion that it is unusual, however it is unusual that they came with batteries now and you have actually been very lucky. Tapiwa did explain this, he was very nice to you over the phone so I don’t follow your “culture” comment.

Inserts do not come with batteries, stated on our website.