Reply from Wristbuddys

Jan 14, 2026

Hey buddy,

We’re genuinely very sorry about this experience. This is clearly not how we want any customer to feel and we understand your frustration, especially when you paid for a specific premium shipping service.

Just to explain what happened, when you placed your order on December 23rd, FedEx informed us they would not pick up shipments due to Christmas Eve and multiple public holidays. The next available pickup would have been December 30th, which would have delayed things even further. Because of that, we made the decision to ship with DHL e-Commerce in the hope that you would receive your package faster. Unfortunately, in your case, that clearly did not work out and we fully understand why that feels unacceptable.

We take full responsibility for this decision. We tried to do what we thought was best, but we clearly made the wrong call here. We are human and sometimes we get it wrong and for that, we truly apologize.

Please email us at info@wristbuddys.com
so we can talk this through properly and see if there’s anything we can do to make this experience better for you. We always strive for 100% customer satisfaction and we’ve clearly failed to meet that standard here.

Best wishes,
Samuel, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Jan 14, 2026

Hey buddy,

We’re sorry this felt frustrating. Just to clarify, our support team does not work on Christmas Eve or Christmas Day so they can spend time with their families, just like most people do. Because of that, emails sent on December 24–25 are answered once we’re back during regular business hours.

That said, we always aim for 100% customer satisfaction and we’re happy to help you now. Please email us again at info@wristbuddys.com
and our team will take care of your case as soon as possible.

Best wishes,
Samuel, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Dec 18, 2025

Hey buddy,

We’re really sorry about this and we always strive for 100% customer satisfaction, so we’ve clearly missed the mark here. A 10 day delivery is absolutely not normal for us and something must have gone wrong with your order.

We ship over 7500 orders every month and deliveries normally arrive within just a few days. We’ve checked our inbox and can’t seem to find your email, as all support and return cases are handled via email only.

Please try emailing us again at info@wristbuddys.com and our customer service team will do their absolute best to help you and turn this experience into something better. We’re not satisfied with this situation at all and would really like the chance to make it right.

Best wishes,
Samuel Lavatt, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Dec 18, 2025

Hey buddy,

We’re really sorry to hear this and we truly regret that this has been your experience. We always strive for 100% customer satisfaction and we’ve clearly missed the mark here.

Just to clarify a bit, the shipping fee connected to our lifetime warranty unfortunately does not cover our actual costs. We ship with express services, usually within 24 hours in the EU and 48 hours to the US, and the real shipping cost for us is often higher than what we charge, especially outside the EU and US. That said, we completely understand how this can feel frustrating from a customer perspective.

When it comes to returns, customers cover the return shipping as we otherwise would need to pay for shipping both ways, transaction fees and often receive a used strap that cannot be resold. These costs add up quickly and we don’t make anything back in those cases.

That being said, we’re genuinely sorry that this wasn’t clear enough and that you’re left disappointed. Our support team is always here to help and if you’d like, please email us at info@wristbuddys.com so we can see if there’s anything we can do to improve this experience for you.

Best wishes,
Samuel, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Dec 18, 2025

Hey buddy,

Thanks for sharing this and sorry that it came across this way. We always strive for 100% customer satisfaction and clearly this didn’t feel right to you.

You’re partly right, prices have gone up, but not because of Black Friday. The price increase happened well before that as we’ve upgraded our straps, improved materials, invested more in development, faster shipping and we now fully cover duties and customs in markets like the US. On top of that, we’ve grown the team to keep service and quality at the level we want. All of this has increased our costs and unfortunately required a price adjustment.

That said, we completely understand how this can feel confusing or disappointing, and we’re genuinely sorry for that. If you’d like to talk it through or have any questions, please email us at info@wristbuddys.com and we’ll gladly help.

Best wishes,
Samuel Lavatt, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Dec 18, 2025

Hey buddy,

Totally understand the skepticism and we’re really happy we could prove you wrong. Glad to hear you loved the strap, the watch roll and the fast delivery. Thanks a lot for giving us a chance and for sharing your experience.

Best wishes,
Samuel Lavatt, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Nov 4, 2025

Hey Buddy,

That’s what we love to hear — great service and a great product, the perfect combo! Thanks so much for the awesome review.

We’re all about 100% customer satisfaction and can’t wait to hear from you again!

Best wishes,
Samuel, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Nov 4, 2025

Hey Buddy,

Thank you for taking the time to share your experience in such detail — we really appreciate it. We’re sorry for the surprise when it came to the import fees. Since Brexit, shipping to the UK has unfortunately become more complex, and while we wish we could absorb all customs charges, these are government-imposed taxes that we can’t fully control.

That said, we genuinely do our best to be as transparent as possible. With around 6000 orders shipped monthly and only about 8% going to the UK, we try to strike a balance by clearly outlining this information in our shipping terms and FAQ — without overwhelming every part of the site. We also offer solutions there to help mitigate the issue for UK customers.

Offering to cover half of the import fees is our way of showing goodwill and ensuring you’re not left feeling frustrated. In several other countries, we even cover the full cost — but doing that across all regions would mean raising prices for everyone, which is something we’d prefer to avoid.

We hope you understand where we’re coming from, and more than anything, we want every customer to feel 100% satisfied. Once your straps arrive, we’d love to hear what you think — and if there’s anything we can do to improve your experience, just shoot us an email. We’re always happy to help!

Best wishes,
Samuel, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Nov 4, 2025

Hey Buddy,

We’re really sorry to hear about your experience — that’s absolutely not how we want our customers to feel. Your feedback is important and we take it seriously.

First off, we totally understand the frustration when a strap doesn’t fit. That said, we do always offer help in finding a better match, and we’re happy to assist with returns as well. It definitely shouldn’t have taken a week to get you the return info — that’s something we need to improve on and we appreciate you pointing it out.

As for the return shipping, we get that 120 SEK feels like a lot. However, the strap in question cost quite a bit more than that, and we already offer free outbound shipping for every order — something not many small businesses do. If we were to also fully cover return shipping and all handling costs, we’d end up losing about 35 USD per order just on logistics alone, which isn’t sustainable for us as a company.

That said, we’ll keep working on making the process smoother and clearer. And if you ever change your mind and decide to give us another shot, our support team will be ready to help and make things right.

Wishing you all the best,
Samuel, CEO & Founder of Wristbuddys

Reply from Wristbuddys

Oct 1, 2025

Hey Buddy!

Awesome choice for the BB54! We’re glad to hear the blue rubber strap delivered both in quality and fit. Thanks for the shoutout, we’re happy to be part of your Tudor setup!

Best wishes,
Samuel, CEO & Founder of Wristbuddys