Direct ordering at Suunto

Hexa62

I ordered 5 days ago a Suunto Ocean directly from Suunto, however, have not received any sending confirmation. As the item is already paid, and faster delivery is obviously available from other sides, and customer service at suunto is nit really informative when I can expect my purchase, I do regret sincerely my purchase. I mean, if for whatever reasons a webshop is under construction, why allowing customers to use it and accept frustrations by a no-communication!

MKPotts

@Hexa62
For their UK webshop, they had a message late last week / early this week saying that orders would be delayed by 2-3 days because of site upgrades (or something like that).
I don’t know where you’re based but I guess the delay is likely to be due to that.
Whenever I’ve ordered watches from them they’ve been delivered next day or the day after.

Hexa62

@MKPotts I‘ve ordered from Germany, and even if that‘s the case, after 3 days I would expect some notification which did not happen. I guess it‘s not up to me to expect longer delays than what Suunto announced themself. Admittedly, I appreciate the quality and value of suunto watches, but regarding customer service it seem there‘s quite some air above.

isazi

@MKPotts same message on dutch website

EzioAuditore

@Hexa62 I ordered mine on the German page last Friday and just got message it will be delivered tomorrow. The message stated expect delays resulting in extra 3 business days. So if their normal delivery is 2 working day + the 3 extra there are the 5 days exactly as stated. You should get it very soon I am sure.

Hexa62

@EzioAuditore If I‘m not mistaken an email with a sending notification will be issued, and as this was not the case, it means I could expect delivery 7+ days. Of course, it‘s not live dependent but certainly not as one could expect. At least one should expect some information to a customer, and if trust is an issue for customers, this behavior of suunto is not very encouraging.

sartoric

@Hexa62
It could sound silly, but did you check spam folder ?
Did you try to contact support ?

Kevin Major

@Hexa62 - When I ordered my wing some time ago I received exactly 0 emails. The only notification I received was from the carrier saying the package was out for delivery. To this day I still have no receipt or order number in case of warranty issues.

I ordered an Ocean on Friday around 1500EST (2100CT) and an email came shortly after. Since then my credit card was charged, then a few days later the charge disappeared. I contacted Suunto through facebook around 1100EST today to ask whether there are any delays in fulfilling the orders as it has been now four business days since my order, but after five hours they’ve probably gone home. If I get a response, I’ll update this comment.

Hexa62

@sartoric Sure, I contacted support, already twice, and during first contact I was assured that item will be sent by Thursday, and during second contact yesterday I was assured I will get an email within 24h, which is almost over without any email. Thing is, all trades for Suunto will be handled by Global-e and not directly by the company, and it seem that this middleman and shortage in personal at Suunto is not without friction. No communication with customer is a no-go, so with respect to buying it‘s probably best not doing it direct at Suunto but look for retailers.

sartoric

@Hexa62
unfortunately I guess it’s really country related

Josaiplu

@sartoric I agree, I order multiple time from Suunto to France and it was fast and flawless, I was delivered by dhl in 24h and my package was send the day I ordered (in the morning) I receive mail either from Suunto and dhl.
Also the returns are easy so I will stick to ordering directly at Suunto for the future, sorry to hear that @Hexa62 could not benefit of the same experience and hope he will receive his package quickly

Hexa62

@Josaiplu Finally I got a notification stating a delivery next week Monday. A bit disappointing for such a long delivery, or more precisely a long processing before starting delivery, but looking forward for receiving!

Kevin Major

@Kevin-Major A quick update, the charge now appears on my credit card. The Global-E site has not updated my order. David from Suunto support did reply that the site was undergoing maintenance, so all orders were delayed.

OP should sit tight and hopefully it will be resolved soon.

Edit: Three days later, it has arrived.

EzioAuditore

Guys I know we are inpatient to get the beauty and want it as soon as possible. BUT: you will definitely not be scammed or lose your money, I mean it was written it will take 3 extra BUSINESS days from the normal (2 business). I am sure that after 5 business days it will get delivered. Ok 1 or 2 more it’s not the end of the world
As I said I got mine today and even though I have everything Suunto I cannot stop admiring the Nordic design and beauty, BRAVO Suunto, BRAVO!

Geko23

@Hexa62 I purchased a strap from Suunto last Friday, and like you I only received news today, I think it will arrive on Monday…10 days because the website was under maintenance and they had problems processing orders. I hope you receive it soon.

PavelTE

The whole Suunto is a big disappointment for me. I’m having my D9tx serviced, and have been offered a replacement Suunto Ocean from the service centre as the D9tx are beyond repair. I accepted the offer, paid and now I’m waiting for my new watch to be shipped. Up to tree week. As I am leaving for a diving safari soon, I have written to Suunto support several times. They have always told me that they will resolve my request and I will receive an email within a few hours. It never came. Suunto has lied to me repeatedly through their support. According to me, they do not stock the Sunnto Ocean.
Now that I have five days until my flight I don’t know what to do. Get a refund and switch to Garmin? Wait? How long? I can’t fly without a dive computer.

If Suunto hadn’t lied to me, I could have borrowed a computer somewhere. But where am I gonna get one in five days?

I don’t know how they can lie to me like that.