Brand

Oliver Coen, a brand for Men's watches presents itself as  -  life time maintenance and warranty, and customer care oriented company.

Few articles promote and mention the brand trust worthy as well.
Reference:

• https://medium.com/@ben_hodgson/best-mens-watches-2018-563594c80683
• https://watchbandit.com/oliver-coen-began-as-a-dream-to-create-high-quality-watches/
• https://manofmany.com/fashion/oliver-coen-watches-want-save-money

Product

Based on articles referenced, we thought it might be good gift for our loved one. We ordered watch shown above from Oliver Coen.

https://www.olivercoen.com/collections/all-watches/products/berkeley

It had a nice finish and professional look. Would rate the strap quality average for its price range. Style of the watch did not feel as appealing as shown on the site. We decided it might not be the one we were looking for.
Based on Oliver Coen's return policy mentioned on their website we contacted them.

Customer Service

First Attempt

Reached out to Oliver Coen through Contact section on the website ( (https://www.olivercoen.com/pages/contact). Later filled out a separate returns form with pictures of watch, strap, answering questions, whether, watch was worn or not, etc. On form submission, it mentioned please give us 1–3 working days to process your request. An automated email response as acknowledgement was generated from [email protected] (email publicly available on https://www.olivercoen.com/10294127/policies/13213891.html)

Approximately, 10 days had passed since we received the watch.

Second Attempt

Almost a week later, no response from Oliver Coen. We try contact Oliver Coen customer service through Contact section of the website, providing order information and remind them of return request had been submitted earlier. Hoping to hear back details - status of return request, address to return or an RMA (return merchandise authorization) from Oliver Coen customer service.

Approximately, 17 days have passed since we received the watch.

Third Attempt

A week later, still no response from Oliver Coen.

• I try to get their attention posting my grievance on their facebook community page. Using public post and message.

https://www.facebook.com/pg/olivercoenofficial/community/

• Send out grievance emails directly to [email protected] and [email protected](email publicly available on https://www.olivercoen.com/) mentioned on thier website.
• Filled out the Contact form (https://www.olivercoen.com/pages/contact) again.

Finally, got a response from David, Customer Care Manager.

He apologized for the delay. Mentioned moving into larger office and fulfillment centers had caused the delay and temporarily effected customer service. The transition is now complete and back to business as normal.

I thank David for his response and fill out the returns form (again) on the same day. After form submission, emailed David to kindly escalate the return process.

Approximately, 23 days have passed since we received the watch.

Fourth Attempt

4 working days passed. No response from Oliver Coen's customer service.

I send a reminder email to David and Customer service about status of my return request.

Final Attempt

Frustrated. I think facebook is the best way to get their attention.

Guess what?! my public comment posted earlier was removed and messages have been disabled from the Facebook community page.

Conclusion

It has been more than 2 weeks since I submitted my second return request form, still no response from Oliver Coen's customer service.

I am extremely disappointed and would NOT recommend Oliver Coen based on my experience. If you reside in USA, you cannot leave any public review for this brand as it resides in London, England.

Heck! it was an expensive watch for me. It cost $250 USD!

Don't waste your money! I highly doubt they would care enough for any existing customer for lifetime warranty follow up on the product, if requested.

Thanks for reading!