I placed an order on December 12 for a smart watch as a gift for my wife's birthday coming up in January. I received the watch, wrapped it up and put it away for the big day. On January 10th I gave her the watch. When she took it out of the box the band fell off. The band was clearly broken. I called customer service the next day, was switched to five different customer service reps before getting frustrated and hanging up. After explaining to each rep why I was calling I was told I had the incorrect department. How difficult is it to get to the correct department. I tried this two more times with the same result... I can not make this up! I sent two emails to their customer service and each time I received an automated response that said something to effect of "a customer service representative will contact you within 24-48 hours, please do not respond to this email, it is automated". Again, no response to either email. Finally, today January 29th I got through to a supervisor (Isaac), after three customer service reps that clearly had no clue what they were doing. Isaac asked me, ready for this, "why did you wait till now to contact us if you purchased the item December 12?" I went through everything that I stated already in this review. Isaac said he could not process the return unless I sent pictures of the broken watch to his email and he would get back to me in 5-7 business days letting me know if I could return it for another. No! Not going to happen. Michael Kors sent me a broken item, I should not be obligated to accept and keep a broken item. This sort of customer service is outrageous. I explained to Isaac that no, I will not be doing that, I want to return the watch for my money back at this point. My wife no longer wants it after the poor customer service and I will no longer spend my money on any Michael Kors product. I have in the past purchased 6 MK watches for her and countless numbers of other MK jewelry, bags and clothing. Never again. Isaac insisted this is the only way for us to possibly return the item. So I guess it is okay for them to send out broken sub par items and not back their merchandise. Needless to say, I have contacted my credit card company and they have issued a credit to my account. Buyer beware!