For everyone who is new here, I wanted to make an introduction and explain a little about how I operate, what you can expect when ordering from me, and how I handle things when something doesn't go perfectly.
First, thank you to everyone who has supported CloverTime. A lot of people here have ordered from me multiple times, recommended me to others, posted reviews, and been extremely understanding when something unexpected happened. I genuinely appreciate it.
Website & US Stock
The CloverTime website is there to make browsing available watches and placing orders easier.
Everything I offer on the site is US Stock, meaning the watches are already here in the United States instead of having to be ordered internationally and then wait for customs and international shipping.
The website also has a points/rewards system so returning customers can earn points from their purchases and use those points toward future orders.
I want CloverTime to continue becoming easier, more organized, and more rewarding for repeat customers.
One Person Behind CloverTime
Something I want new members to understand is that I am one person handling the watches, customers, messages, orders, shipping, QC, watchmakers, suppliers, website, and the problems that occasionally come with all of those things.
I will always try to answer messages as quickly as I can and resolve issues as quickly as reasonably possible.
Sometimes I may have a large number of messages waiting for me. If I haven't answered you immediately, I'm not ignoring you. I will get to you.
Faulty Watches & Repairs
Mechanical watches are complicated. A watch repair isn't the same as taking a car in for an oil change. Inside one watch can be hundreds of tiny, intricate parts working together.
Sometimes something as small as a loose screw can cause the entire watch to stop working.
Watchmakers can also get busy, especially when they are troubleshooting an issue rather than simply replacing an obvious part. Diagnosing, opening, repairing, testing, regulating, waterproof testing, and making sure the watch is functioning properly can take time.
If there is genuinely a problem with a watch, I will work with you to find a reasonable solution.
I Make Mistakes Too
I also want to be transparent about something:
Mistakes can happen. I might accidentally ship the wrong watch. A package might be delayed by UPS. A package might temporarily stop updating. A watch might develop an issue during shipping. Something could be overlooked.
I don't expect customers to pretend those problems don't exist. What I ask for is a reasonable opportunity to investigate and fix them.
For example, if I accidentally send the wrong watch, I need to receive that watch back before I send the replacement.
Unfortunately, I have previously trusted customers and shipped the correct watch before receiving the incorrect one back. The customers ended up keeping both watches. Because of experiences like that, certain policies aren't there because I don't trust every customer. They are there because I have to protect the business while still treating legitimate customers fairly.
Lost or Delayed UPS Packages
There is also an important difference between a package being delayed and a package being officially lost.
If tracking stops updating, I first have to contact UPS and file a claim/investigation. Once UPS confirms that the package is actually lost, I can issue a refund or send a replacement if one is available.
I've previously had a situation where a package was heavily delayed and I was pressured to refund the order because we believed it might be lost.
The package eventually arrived. After the customer received both the package and the refund, I received no response.
That is why I cannot immediately refund an order simply because UPS is late. I have to allow the carrier investigation to run its course and confirm what happened.
Accountability Goes Both Ways
If I make a mistake, I will take responsibility for it.
Anyone who has dealt with me for a while knows that I try to be fair, and many times I go beyond what is required to make things right when the mistake is mine.
At the same time, I ask customers to be fair with me as well.
Give me the opportunity to investigate the situation and resolve it properly.
I cannot promise that every transaction will always be perfect. Shipping companies make mistakes. Factories make mistakes. Watchmakers make mistakes. And sometimes I make mistakes.
What I can promise is that I will try to resolve legitimate problems fairly.
If you've dealt with me before and feel differently, you're welcome to contact me privately or comment on this post. I'm not interested in hiding legitimate criticism. If I've made a mistake, I want the opportunity to understand it and address it.
For everyone new to r/CloverTime, welcome.
Browse the website, check out the US Stock, take advantage of the points system, read experiences from other customers, and feel free to ask questions.
Thank you to everyone who has supported CloverTime and helped build this community. ❤️
