Refund Matt Arend Timepieces

Initial experience with the business was good. The watch was delivered in time. on opening the box containing the watch the strap that was fitted by them fell off on the one side as the pin had not been properly fitted. The leather strap that was originally part of the watch was not included as promised. I inspected the watch,it worked but the quality of the watch was not according to my satisfaction. I contacted Matt Arend and he said I could return the watch which I did at my own expense. It was confirmed after a few days by Matt Arend that he had received the watch. He was asked when a refund could be expected and he said refunds are processed twice a week and I should get my refund the following week. At the end of the following week I queried the refund and was told that my refund was assessment. Messages sent to Matt Arend are not being rep**** to and no clarity has been received regarding my refund.