Bad Boys

Wingate's (www.tic-toc.com) - Caveat Emptor! (untrustworthy)

Posted by CR on July 22, 2005 at 00:33 - IP: 68.160.42.205
Email : watchster@verizon.net

Quote from Wingate's website: "Today, Bob Wingate is considered an expert in the field of horology as well as a respected and honest businessman."
Maybe that was true on the day it was written, but it's time for an update . . .

Lunchtime Thursday: I contacted Wingate's to inquire about a purchasing watch listed on their website. I spoke with Carol, who told me, "That watch is at a show right now, so I'll need to see if it's still available. I'll call you right back." A few minutes later, after she checked with someone else there, she called me back: "Yes, we have it. It's actually platinum, not white gold as described, but we'll sell it to you for the price we listed. I'll email you our wire instructions, and you'll get free overnight shipping." The price was very good for a platinum watch (it's an NIB, current production watch), so I made sure to double-check it with Carol, just to be sure they weren't making a mistake – I didn't want to waste my time or hers. But she said everything was fine, confirmed with her that it's now mine, and told her I'd wire the money. After visiting my bank less than an hour later, I emailed Wingate's with this confirmation at 12:37pm on Thursday:

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This email confirms my purchase of catalog ####, which you described as platinum (watch and buckle), not WG. So, you can remove this from your website. The watch and accessories will be in NIB condition with all boxes and papers that would accompany a new watch (includes valid warranty). Total price is $xx,xxx, which includes free overnight shipping. I paid by wire transfer, and you should see my wire transfer for $xx,xxx either later today (Thursday) or tomorrow. If I am not satisfied with the watch, I will notify you and return everything to you for a full refund ($xx,xxx) within 3 business days after I receive it (in the same condition in which I receive it, of course -- I won't wear it at all during the inspection period). My shipping address is . . . .
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Friday Morning: I call Wingate's to confirm receipt of funds (watch was still on their website). They said, "Yes, we have your money. But we don't have this watch. We'll get you one within a few days, though – we have calls into about 20 dealers, some overseas, and we'll even have it drop-shipped directly to you if necessary." I was incredulous, because it was Wingate's own idea on the previous day to confirm that they absolutely, positively had this watch immediately available for me (in stock). And here's the kicker . . . Wingate's had a second example of this same watch on their website, but when I said, "You actually have another one on your website, so just send me that one, okay?" Wingate's said, "Oh, uh, sorry, that watch isn't available either." Also, notice they didn't say anything about what happened to the watch that mysteriously vanished in the past 18 hours – just "we don't have it." [Will we ever know if Wingate's truly possessed either of these watches? Not that it matters, because at this point I wouldn't believe what they told me anyway.]

But anyway, I was relieved to hear Wingate's unconditional reassurance that they would deliver the watch to me for the agreed-upon, already paid price with just a brief delay. I can accept that, no problem.

Friday Afternoon: Wingate's tells me they found several suppliers (at least 2 – one in the US and 1 in England) who'd sell them the watch at a considerable discount from retail. That's great! But not so fast . . . apparently those discounted prices were too high for Wingate's. [This is the point at which a "respected and honest businessman" would say to himself, "Even if I have to take a loss on this transaction – a loss which won't bankrupt me – this customer relied in good faith upon my word and wired his money, and I've raised his expectations by repeatedly saying I'll deliver, so in good conscience I need to just get him the watch."] Instead Wingate's tells me, "Well, we have all day Monday to look for it some more, and there's another show in a few weeks, so maybe we'll find one [for a lower price] there." At that point I was offered a pink gold version instead (can you say "bait and switch"?). Based upon Bob Wingate's past reputation for shenanigans, I started to get the sense that Bob wouldn't honor his commitment to deliver the watch promptly, which he easily could have done.

Friday Evening: Acting on my sense that Bob wouldn't follow through (I'm well aware that it was Bob's decision, not Carol's, to say "no" to those potential suppliers), I emailed Bob proactively, asking him to please keep his word this time. I told him that I wanted to say good things about Wingate's (versus saying that his business is willing to blatantly lie to potential customers, which is what happened here), but the choice was entirely his.

Monday Afternoon: Carol, not "Silent Bob" (who perhaps can't be bothered by these minor irritations?), emails me to say that Wingate's refuses to honor its commitment and will return my money. Looks like self-proclaimed "respected and honest businessman" Bob Wingate made his choice!

So what have I learned about Wingate's behavior from this transaction? Certainly one thing is crystal clear: Bob Wingate values making a buck far more than he values keeping his word. And when he gets caught with his britches down, he lets his employees do the dirty work for him (Carol was nice enough, and Bob made her -- and himself -- look foolish by failing to back her up -- and she's not exactly a "new hire" at Wingate's, either). If that's not a loud and clear CAVEAT EMPTOR WINGATE'S, then I don't know what is.

For Defenders of the Faith who proclaim, "But I had 5 million flawless transactions with them," that's great! I truly hope you enjoy your continued good fortune.

For those who are thinking, "But you got a refund" (there's always a subset of people that thinks all behaviors are excusable as long as there's a refund at the end), you are missing the point.

For those who are thinking, "It's Wingate's – you've read enough questionable stuff about them before, so you should have known better," you're right. It's a lesson learned.