Authentic Watch Store

Review: I purchased a "luxury" watch as a gift and had to return it within a week because it stopped working. It took 6 weeks to get the watch back and it, again, has stopped working. The company will not refund my money. They want me to send it back again for a 6-8 week repair. I no longer wish to do business with them and simply want my refund, plus the return shipping and insurance fees.Desired Settlement: a full refund plus the cost of shipping and insuring the watch for the first repair which did not work .

Business

Response:

We have a 30 day return policy and can process refunds and exchanges in that time period providing that the item is unworn with all the tags. This item has been worn and it is way past the return policy time frame. The watch does have a warranty with us so it can be returned to us and we will make sure that it is working 100% before we send it back to her. Usually there is a $30 fee associated with repairs to cover our shipping expense on the way back to the customer. In this case we are willing to wave that so all she would need to do is cover the shipping on the way to us and then we will repair the watch and cover the shipping on the way back to her. Please let us know if you need any additional info.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I have already sent the watch back and it was returned a second time to me not working. The watch works for less than a week and then stops. I am not a watch expert but this does not seem right. I would like them to guarantee me a refund if the watch comes back again and stops working. How many times can they expect me to send it back before I get a refund? Of course the watch is worn. when you give someone a gift, they generally start wearing it! I purchased this as a gift for my boyfriend in June and he has worn it for less than 2 weeks since then.

Review: I purchased a watch on 12/**/14. It broke after only a few months so I sent the watch in for repair under the 2 year warranty, which they received on 3/*/14 and signed for by [redacted]. They said it would take 6-8 weeks, which is ample time. I also sent along $30 check for return shipping, which they cashed when they received the watch. They have now had the watch for 3 months. Every time I call, they tell me it is being repaired and will be ready "next week". They have been giving me the runaround now for the past month. It has been more than enough time for any kind of repair work to be done. Their website promises 100% satisfaction and a 2 year warranty - neither of those are true in my caseDesired Settlement: I would like a refund of the $310 purchase price + $30 for the check they cashed and didn't use to ship.

Business

Response:

The customer was complaining that it was taking a long time for us to repair his item under warranty. While we understand his anxiety we just wanted to make sure that the item was fixed properly. It was sent back to him with tracking # [redacted] and it was delivered and signed for by him. Since we answered this case now please raise our grade accordingly. This was the only case that had to be answered. Thank You

Review: I recently bought a $620 chronograph Movado diving watch from Authentic Watch Store. After a few months of owning it I decided to take it in the water. The watch fogged up and stopped working. When I called Authentic Watch Store they told me to send it to them and they would send it to Movado and it would take two months. About a month and a half later I got an email telling me it would cost $150 for them to make the repair. I called in asking them why it would cost money to fix a watch that was supposed to be waterproof. They said it was because I didn’t lock down the crown properly which I wasn’t aware of. I agreed to pay to have it fixed and they sent it back to me. They assured me the crown was locked down and that they had tested it seven times to make sure it was sealed. The day I got it back I went swimming in a pool. The watch immediately fogged up again. This time I was livid and called the company back. The guy on the phone just kept saying they tested the watch several times and even asked me to email him a photo to prove it to him. I did and his response was to just take it to a local jeweler to have it fixed.

I brought it to a local jeweler and watched them take it over to the machine and test it. It failed almost immediately. (See attached). Then they opened it up and all of the jewelers in the room started to laugh. They informed me that Authentic Watch Store didn’t even bother to put the gasket back in the watch before putting it back together. This is the equivalent of leaving the gas cap off of an oil tank in a car after giving an oil change. It’s the rubber seal that actually seals the watch. So it would have been impossible for them to have tested the watch because they would have immediately discovered this.

I called them back to inform them of this and was told the managers were in a meeting for 2 to 3 hours. Five hours later I still hadn’t heard back so I called just to be put on hold for over thirty minutes. When the guy finally picked up the phone it mysteriously disconnected. I waited an hour and called back. This time the same guy picked up and this time he was saying he was the [redacted]. I told him everything that had happened and he just kept repeating that they tested it and that that was really weird and that there was nothing they could do. I again informed them that the watch was ruined and had $450 worth of damage due to their negligence which I could prove and demanded that they replace the watch or give me my money back. He just again repeated the same thing as if he was reading from a script and refused to let me talk to anyone above him.

So now I’m stuck with a $620 watch with $450 worth of damage that the company won’t do anything about even though I can actually prove it was their negligence that caused the damage. [redacted]Desired Settlement: I would like a new watch or a full refund. Period.

Business

Response:

The watch has been worn and it is passed the return policy so we can not accept this for a refund however we talked to the customer and came to a resolution. Our resolution is that we will cover all expenses to have the watch fixed by us correctly this time. Since we answered the case and are resolving the issue please close this case and make sure that our grade is not affected. Thanks