View single post by cfoster
 Posted: Fri May 29th, 2009 03:32 am
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cfoster

 

Joined: Sat Jul 19th, 2008
Location: Chicago, Illinois USA
Posts: 661
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 Some weeks ago, I purchased the Croton 131st. anniversary limited edition watch.  I missed getting one from the initial presentation but, discovered that some had bounced back into the Shop NBC system and was again offered a month later. Again, I missed the presentation but, when I checked their web site later that day I was shocked to discover that there were 2 left. Needless to say, I grabbed one. 

A few days later it arrived but, not in the upgraded packaging and minus the certificate.  I loved the watch, so I kept it.  I sent a letter to David Mermelstein the President of Croton telling him how much I loved the watch and what had happened.  About 2 weeks later I discovered a large envelope in my mail. Inside was a handmade certificate for my watch, signed by David himself.  I was thrilled and not wanting to bother him again I e-mailed Croton about purchasing a proper presentation box.  I got a reply from Iris Lopez in customer service telling me that they didn't have any of the 131st anniversary boxes but, did I want one from a previous year. Not wanting to deprive someone else from getting a proper box for their watch, I said no but, would gladly purchase an unmarked box set that would be appropriate for my watch. 

The Memorial weekend came and went, so on Tuesday I sent Iris another e-mail asking if she had received my reply from Friday.  On Wednesday, I got a message from Iris telling me that she had already send me the only thing she had on hand.  So today, the UPS driver delivered a huge box from Croton.  I was a little unsure what I would find inside since I expected a cardboard box covered with vinyl which is what most of the mid range product is presented in and that would have made me very happy.

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I opened the huge heavy box and almost dropped it when I saw what was inside. The only description I can offer is that it is a piece of furniture.  Made of burl-wood and having a brass plaque on the top engraved with the Croton logo and saying 131st anniversary edition. Inside there were 2 more brass plaques that I can have engraved.  On the front are 2 drawers for rings and other jewelery items. It is incredible!

Since this is the only box they had on hand and realizing that someone took time to make up the plaque, just for me is truly amazing and customer service brought to new heights. I had always heard good things about Croton customer service but, nothing like this. I now understand why Croton has been in business for 131 years. Needless to say, I intend to write David another letter thanking him but wanted to share this experience with you.

Clyde