RedTagSA Be Careful

I ordered a Fossil ladies watch from RedTagSA.co.za in November 2019. Upon arrival the watch was not working at all and I took it to a local jeweller who looked at the battery, and mentioned that it might have something to do with the "contact points in the movement". I then took it to another jeweller who informed me that the battery was fine and that it was the movement of the watch that was faulty. He tried to fix the watch, (free of charge) and it was working for about a day but then it started to lose time. He unfortunately scratched the back cover when he opened the watch.

I informed RedTagSA of the faulty watch and returned it to them. They sent an email to inform me that there was nothing wrong with the watch and that I have to pay R150 courier fees so they can send it back to me, which I did. When I got the watch back it was again losing time and I made a video which clearly shows how the second pointer stops at 30 seconds and then jumps back and forth. I shared the video with them and once again the watch was returned to them.

They then apparently got a watch smith who opened the watch and said that the watch was dirty on the inside and it had the incorrect size battery in. This is very strange because since the local jeweller opened it, it was never opened again and according to them it worked 100% when I returned it the first time (is that even possible with the incorrect battery?). They then demanded the details of the jeweller which I previously sent to them in a seperate email on 2020/01/28 - Name, mobile number, physical address and email address. They obviously misread his contact details because after that they again asked (in quite a threatening manner) for his details because they wanted to "lay a charge" against him.

After this I decided to ask for a refund because the watch was faulty to begin with, and frankly I was getting irritated with the accusations and the threatening manner in which they approached me. They then accused me of *****??? and apparently reported me to the police.

The way in which they treated me throughout this ordeal was extremely unprofessional and unpleasant. I admit that I never should have taken it to the jeweller in the first place, but I honestly thought it was just a battery problem. At a stage I even wondered if the watch was issued with a battery, because it was completely dead. Now I'm wondering if the watch is even a genuine Fossil. The wording and content of the policies, info and regulations provided on the website are also quite unusual and questionable.

Some of the emails received from RedTagSA:

13 Feb 2020, 09:29 Hi

I am still waiting on the video please.

I received this watch back and now I see that it is more scratched and now it doesnt even work at all! This is being handed to a watch smith for them to check out why now it is not working at all.

Regards

Sarah

13 Feb 2020, 09:40 Ho

Please send me the name and contact number of the watch smith that opened this watch as well. The inside is full of dirt. The battery itself is filthy dirty and there are di germs Mark's all over the inside of the watch!

Thanks

13 Feb 2020, 13:37 You sent me a name? I need the date you took it to them, ane their contact number as well as an email!

I need to lay a charge as the item was damaged and the battery that they put in is filthy dirt and full of scratches – definitely not new! It9is also not even the correct size!

13 Feb 2020, 13:41 I have been wearing this for over 3 hours – after the correct battery was put in there is nothing wrong with it! It DOES NOT even lose 1 second! If you want at your expense I can get a jeweller here to verify this! I will not engage this any longer! There is nothing wrong with the watch and no it does not jump at 30seconds! Doesn’t even hesitate!

19 Feb 2020, 08:28 Hi, This is the final request for the details of the jewellery who supposedly fixed this watch. Please send them to me asap.

The watch is still working fine and it will be discarded on the 29 February if we don’t get these details. We have also lodged a formal complaint with regard to this watch and handed over all the videos etc.

Regards

Sarah

Last email they sent me: 19 Feb 2020, 09:35 Hi

You may lodge a complaint with who ever you wish. The watch works perfectly and what you are trying to do is *****. I have already opened a case at the police so please get the ombudsman to contact them so I can give them the case number.

You advised that a certified watch smith replaced the battery? They obviously didnt. The battery inside the watch is scratched, the inside is filthy and had hair and dirt all over it.

I will wait for their email. I will not refund you at all as this is now a police matter.

Regards

Sarah

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To buy a watch from RedTagSA was a huge mistake. They sold me a broken watch, treated me like ****, called me a ****, point blank refused to support me in any way, never offered to fix the watch, refused to give me a refund and they still have the watch and my money.