AuthenticWatches.com

I bought a Tag Heuer Carerra Automatic watch, black dial from them. It is 100% authentic as I brought it to a dealer. I also received two other Tags as gifts purchased by family from the website.
I love the watch and will be purchasing a Rolex in the future.

This client ordered a timepiece for shipment to Russia. The item was shipped via USPS tracking # EI######027US.  The client claims they never received the item. We received this package back, completely empty, with the contents removed.
We filed a claim with the USPS....

 They denied the claim.  We filed an appeal with USPS.  They denied the appeal. We are not able to issue refunds, nor replacement items, unless the insurer pays the claim. This is clearly articulated in our policies and procedures.  Our system will not allow checkout until these policies have been agreed to. The client agreed to these policies upon checkout.
This policy is universal. No company will ever simply reimburse for, nor replace an item, unless paid on the claim by the courier. The reason for that policy is that the courier conducts an investigation, and determines the outcome of said investigation. Otherwise, every company would simply pay a client, or send a new item, every time the client claims they did not receive it.  
We are sorry, however, once a claim is denied by USPS, and the appeal to the denial is also denied by USPS, there are no further steps we can take. We are not able to issue a refund, nor a replacement, as all claims and appeals have been denied by the insurer. We apologize for any inconvenience.
Sincerely, 
AuthenticWatches.com

Complaint: 11810835
I am rejecting this response because:
I'm not arguing that the seller failed to display whether an item is in stock of under special order. What I'm arguing is that the seller failed to properly notify the MAJOR consequences associated with an special order item. In regards to the analogy utilized, no cashier will cite all aspects of the return policy upon checkout at any retail establishment. However, if the item is not an ordinary, such as a final sale (as in my case, a special order), the cashier would inform that the item cannot be returned. Displaying an item is not in stock is not the same as saying the item has different return policy as other items which is advertised to have no restocking fee.
Regards,
J[redacted]

This client returned his timepiece for service, and the timepiece did indeed require a movement maintenance service, which is not covered under warranty as clearly outlined in our warranty policies, as well as on the client's warranty card.
The client requested that the timepiece be...

recalled with no services rendered. There has indeed been a delay in returning the timepiece. We have spoken with the dealer and he has informed us that the timepiece is now en route back. Once received, the client's timepiece will be returned to the client in the same condition in which it was received. Thank you.

All information contained in our previous response is accurate. 
The only way to have this nature of damage to the flying hour aperture is to turn the time backwards. This is not a normal timepiece as most people are accustomed to seeing. The hour is displayed as a dual window at the 12 o'clock position, and the watch only has one hand to display the minute, along with a subdial to display the second. 
The client damaged his timepiece due to misuse, and this is not covered under warranty as outlined in our policies, which the client has agreed to.
 
In regards to the "PS" this client has included for a different timepiece, he did indeed receive an estimate for $932 for service.  This other timepiece (RMA 148999) has been subjected to traumatic impact strong enough to physically break the barrel bridge, as well as the operating lever. The Omega timepiece he has sent in has clear signs of damage, inside and out.
We clearly outline that damages due to misuse are not covered under warranty. The link to our warranty policies appears on every page of our website (even the search pages). Furthermore, this is outlined on our warranty card. Finally, no client can checkout on our website until they have read and agreed to said policies, and we have the client's digital agreement on file, as well as his signed agreement on the RMA form. 
In short, the client is well aware of the fact that his timepieces are damaged, and has clearly articulated through email that he wishes to solely communicate through the Revdex.com in a thinly veiled attempt to assuage our organization into paying for damages he incurred. We are sorry, however, there is no circumstance under which we can cover damages inflicted by the client under warranty. The same would apply had he purchased directly from the manufacturer, and applies to every industry. To use an analogy for the Omega, it would be equivalent to crashing a car into a brick wall, then taking it back to the dealership and telling them it's defective. For the Breitling, there is no external damage; the damage is internal from not utilizing the instrument in accordance with instructions.
As outlined in our previous communication, we have recalled the client's Breitling timepiece and will return it with no services rendered. As the client has now made clear he does not wish to remit any payment, we will also recall the Omega timepiece so that he can have it assessed and serviced on his own accord. Thank you.

"I purchased a Breitling from Authentic watches and had need to contact them twice for stupid new customer questions. Besides getting a a kicka$$ watch at the best price, their customer service was exceptional, with immediate responses and call backs. These guys are the real deal and I will be a customer for life when it comes to watches. Shop here rest assured!
August Werdenberg
Merritt Island, Florida"

This client has several complaints, and we will be happy to address them. Here are the 4 key elements:
#1 - Client asserts money orders cannot bounce.
#2 - Client asserts that the words "It doesn't matter" were used sequentially during the course of one of the 19 telephone calls he made to us.
#3 - Client asserts that there was no documentation included in the box; claims he doesn't know what was done to the watch.
#4 - Client asserts that a shipping error on our part cost him  £21. 
Complaint #1:  This client has claimed that a money order cannot bounce. This is simply not true. I cannot provide a logical argument to a claim which is simply not true. Money orders can, and do bounce; my previous statement on this matter is factual. 
Complaint #2:  The words "It doesn't matter" are words in the English language, and may be utilized to describe an event which does not have any impact on anything (hence, not mattering). I cannot speculate on the specific context in which these words, which the client seems to have memorized from five months ago, may or may not have been uttered. The client did repeatedly and incessantly contact us regarding this non-issue of the bounced money order which had precisely zero impact on the timeline of his repair. Perhaps on one of his multiple, accusatory calls, he prompted a representative to respond with something along the lines of "With regards to the erroneous email we sent, it doesn't matter because we realized it wasn't your money order that had bounced right away, and therefore there were no ensuing delays."  
I can neither confirm, nor deny, that the piercing words of "It doesn't matter" were sequentially, or non-sequentially utilized by a representative. Had the words "It doesn't matter" been uttered, we don't see the utilization of such to be worthy of alleviating the client of the costs of repairs for substantially damaging his timepiece. To our knowledge, the words "It", "doesn't", nor "matter", are not profane nor offensive in any way.
Complaint #3:  No "documentation" is ever included with servicing.  The client was made aware of what services were rendered, because he received an estimate for said services (in writing), and the services he has paid for were provided. The services rendered were discussed repeatedly; the client called and discussed these services with me personally. One of the 19 telephone calls placed to us was on 9/22/15, where I personally explained to him all the services being rendered. The services rendered were: Crown replaced, middle case replaced, maintenance service.  
Complaint #4: There were no errors in shipping the client his timepiece. The  £21 the client is referring to are brokerage fees assessed for importation of goods from abroad. Our policies and procedures clearly articulate that the duties, VAT, customs, import taxes, and/or brokerage fees are to be paid by the recipient. 
This client will not receive any further discounts, refunds, rebates, nor any other form of compensation. We have absorbed $200 of the cost of repair for no reason other than to please this client. We had no obligation whatsoever to absorb a portion of the cost of repairs, as it was a clear cut case of the client damaging the timepiece. We did so simply as a gesture of good customer service.  We are sorry to hear the client is so upset, however, no further discounts nor refunds can be issued on this, nor any future products or services. Thank you.

Complaint: 11307040
I am rejecting this response because:
1) Firstly, which is the most important, the watches was sent within the warranty period. But if the AuthenticWatches.com is trying so hard to defame me, I propose to speak only facts. I still repeat that I have noticed problems with data movement NOT IMMEDIATELY and NOT FROM THE START but after few month of wearing. Please, do not misquote me and express your thoughts clearly. I also recognize that I am not able to prove that I haven't been wearing watches for all the time but you also not able to prove the contrary. Your guess about "several years of wearing" is groundless. I do not object that I have sent the watches without strap (because my hand always sweats under leather bracelet and 3-4 month is more than enough for me to tear it). I also mentioned its damage and data movement problem in my email from December 12, 2014, which you have received and responded. In this email I firstly noted that I am going to send the watches for the repair but I sent it only on August 25, 2015 (the check from UPSP can be provided), after more than 8 month because I have other watches to wear and on of them I also purchased from AuthenticWatches.com for more than $5000. The "major impact" which was mentioned are the scratches - this is an emotional description which is also untenable. The discussed watches is made from soft metal and can be scratched easily. You are not able to prove that the watches were worn not carefully.
2) My request is very reasonable and must be satisfied. Whether you have defined that the only reason to fix the problem with data movement is a complete overhaul of the mechanism which you have stated is the exclusion from your warranty terms I do want to understand how you made that conclusion. In this regard and as you were stating that you have performed the "examination by the technician" i am asking to provide that information in written and signed by official representative AuthenticWatches.com. Despite you have stated that my watches are not going to be serviced by the warranty, you didn't provide any information and tenable proof of that conclusion. I am also asking to provide me full description of $875 overhaul for $1495 watches. I mean what is going to be done within "overhaul".
3) Yes, you have the link to you warranty terms on the web-site where you have stated that you will "repair the movement of this timepiece free of charge if such movement proves to be defective in material or workmanship under normal use". Could you please, explain how I am being a customer can find out where and when watches requires the "repair" or needs "overhauls" which you have excluded from your warranty. And what is keeping you away from telling everyone that the watches requires complete overhaul. In this regard I assume that your warranty do not work at all because your customers are not able to tell and prove anything. I also want to mention that your store is using "Warranty" in marketing purposes to attract clients and to promote their trust to you. In this regard, I assume that you use information that is misleading customers.
4) Please, stop providing false information about our communication. All our correspondence was saved at my email and can be provided. This is already the third time when I have noticed you are trying to defame me in a very disrespected manner. Just to point everything, you are stating on your website that  " Our turn around time on most repairs is twice as fast as any service center. (most delays in service centers are caused by simple handling time)". This is another example of your misleading statement.
In this regard, I want to mention that, I have sent the watches on August 25, 2015 (USPS check is saved). On November 3rd, 2015 (MORE THAN TWO MONTH AFTER and only because I have started calling) I have received the letter from you (email is saved) that you "have received an update on my repair from the authorized dealer. The manufacturer has informed you that there will be significant delay (another 4 weeks) on your item's repair. The next available update should be near 12/3/15." Next on December 4, 2015 I got the information from you (email is saved) that "After a thorough examination by the technician, it has been determined that your watch requires a complete overhaul of the mechanism, which is a movement maintenance procedure not covered under our warranty. The cost for the required service is $875". On December 7th, 2015 I have responded that "I assume that you have refused to repair my watches. You did not provide any proof that they need a complete overhaul of the mechanism. I am waiting for you to send me my timepiece back". Then I sent emails on February 2nd, 2016, February 21st, 2016 and April 4th, 2016 asking if you are returning my watches. YOU STILL DIDN'T PROVIDE ANY SIGNIFICANT INFORMATION TO MY EMAIL AND THIS IS ALREADY 4 MONTH SINCE DECEMBER. Moreover you are already keeping my watches for 7 MONTH OVERALL. 
Overall I already concluded that the behavior of the AuthenticWatches.com's representative is very far away from fair practice. All the claim resolution process is based on defaming of the client which has trusted to the store and spent his money. There are a lot of misleading statements to attract and horrible attitude after the money was spent. And what is the most surprising that AuthenticWatches.com misquotes and uses false information and a lot of emotional expressions to show its client in a bad manner publicly.  
Regards,
[redacted]

Received the Michele watch for my wife’s birthday gift (Order 114379). Included all relative information and love the extra touch of supplying us with the warranty card that includes all the information we need in a single place.
Just a quick thanks to you and your team for being so efficient and following through with everything you advertise on your site. Good business is hard to come by and I’m thoroughly impressed with the level of service I’ve received. From the first confirmation email to the call to confirm my information, and ensure I was in fact the placing the order, you showed a level of professionalism that has so easily been lost in day to day business.
Again, thanks to you and the entire team that drove my order from start to finish!! You’ve just secured future business from me.

Complaint: 9913015
I am rejecting this response because:
Thank you for your response. AUTHENTIC WATCHES IS NOT AN AUTHORIZED DEALER FOR TAGHEUER WATCHES. Your message is clear. 
Somehow though you are able to get these watches and sale them to the public. 
Here is my advice from a former purchaser to any potiential customer looking for a TAGHEUER watch...
AUTHENTIC WATCHES IS CLEARLY NOT AN AUTHORIZED DEALER, they have clearly disclosed that  to me . so buyer beware of what you are buying when you are expecting an actual authorized item from TAGHEUER, you may not be getting what you are expecting. 
Also, when you need service for the unauthorized watches you are buying, good luck on your warranties as you are buying into AW COMPANY warranty, NOT A  TAGHEUER WARRANTY. 
The message is clear to me. I will pursue getting my watch repaired through an authorized dealer for TAGHEUER WATCHES. 
I will never purchase a watch from an unauthorized dealer again as I have learned an expensive lesson. 
Regards, 
[redacted]

This client returned her timepiece for service. All items being returned must be accompanied by a check or money order in the amount of $30 for return shipping. This client included a $30 check as instructed, which subsequently bounced.  
The client asserts that our policies do...

not have a clause indicating that there will be a $25 fee assessed. The client is being dishonest, as I myself, over the phone, directly assisted her. I stayed on the phone with her, pointed out where it states that in our policies, and stayed on the phone while she verbally read back the part listed on our policies. 
Here is a link to our policies:
http://www.authenticwatches.com/info.html
Here is the applicable text, verbatim:
"Buyer will be responsible for any bank fees resulting from returned checks or bank wire transfers, as well as fees incurred from collections."
H The client is aware that we cannot accept a credit or debit card for return shipping fees. Our policies on this are clear, and have been in place since the inception of our organization. 
We are frankly a bit surprised to hear that the client has levied the blame on our organization for having written us a bad check. She at first accused us of being dishonest in her reply, asking us to email her a copy of the bounced check and bank notice. Upon accommodating her request, she has spent days calling and complaining to us, attempting to shift the blame for the fact she wrote us a check for $30 which bounced.
It is unreasonable to expect that writing a bad check will not result in any fees. The client is now upset that it would take too long to obtain a money order to remit payment.  The time spent on attempting to evade fees and circumvent the instructions provided is far greater than the time it would take to mail in a new payment. 
Money orders can be purchased at Supermarkets, convenience stores, and all post offices within minutes. We certainly understand that the client wishes to find a more expeditious method. The best way to have avoided any delays was to have not submitted a bad check.
Technically, under California law, the writing of a bad check results in the following which can be assessed:
 CA Civil Code § 1719(a)(2)   Amount due, damages of the amount so owing, but in no case less than $100 or more than $1, 500.  CA Penal Code 476a also lays out criminal penalties for writing of a bad check.This client must remit payment in the form of a money order in the amount of $55 ($30 for the original amount, plus $25 for our bank fees.) As a general courtesy, we only charge the bank fees, although we are legally entitled to damages of no less than $100.
Once payment is received, the RMA suspension will be lifted.  We will not accept payment via any means other than a money order. Thank you.

This client purchased a Rolex timepiece, and was shipped exactly what was ordered.  A "pure white" dial typically doesn't exist in high end watches, because the material of "pure white" dials are plastic, and higher end watches don't typically use plastic dials.  For watches such as Rolex,...

Breitling, etc, a "white" dial typically will have a silver or off-white hue to it, contingent on brand and materials used by the manufacturer. We have a disclaimer in our policies which clearly articulates that there may be a slight variance in the image and the watch. That disclaimer is there precisely for this reason. Further, we do indeed clearly articulate that there is a minimum 10% restocking fee  for any items over $5000.  The policies also state that special order items are non-refundable. This client's item is a special order, and is over $5000, is a special order, and the client was aware that it was a special order (evidenced by the fact that they waited for the watch to arrive.)
We are sorry, however we are not able to waive the restocking fee for this client. We apologize for any inconvenience.

The client has rejected a photograph of the item proving that the timepiece has been impacted. We are not able to offer any additional proof, and will return the item to the client in accordance with her request. We are sorry that we were unable to satisfy this client, however we are not able to cover service on an item which has been damaged.

Complaint: 11440103
I am rejecting this response because:
Again, after over THREE MONTHS they have not fixed a defective product or offered a solution other than paying them $375 for a "complete overhaul" of a luxury watch less than a year old--they are able to send a lengthy retort to my complaint within ONE HOUR...truly impressive. If they had this same level of dedication to their customers' issues, there were be no complaints whatsoever.  In the words of Shakespeare: "Methinks thou doth protest too much."  THESE GUYS ARE CRIMINALS, SWINDLERS, YOU NAME IT--UNTIL PROVEN OTHERWISE.  
I will take their points in order:
#1: True, I am NOT a certified watchmaker nor repair specialist.  That said—I have never owned a watch—or any item—that needed a “complete overhaul” after less than a year of pampered usage.  If I have ever had an issue—especially with a item of this price point—the company has taken care of it accordingly.  In addition, Authenticwatches.com will neither divulge who these so-called “authorized” repair specialists are, nor will the allow a customer to actually speak to the technician.  I was told this was not possible.  This leads me to question whether or not these are indeed authorized, or even qualified.
#2: Again—glib response, kicking up questions. The reality is this: this watch has been pampered since I received it; has never been so much as dropped, gotten wet, etc…furthermore, it doesn’t matter what the item is—a watch, a car, or a lawn mower—the expectation is that the product work under normal conditions for AT LEAST A YEAR…this didn’t even make it 9 months before I had to return it.  True, things happens in the product world…when they do, the seller should take care of it—especially with their warranty…which clearly is bogus.
#3: Again, calling me a liar…the fact that someone told me they were the “owner” wasn’t asserted to help my case or make a difference whatsoever…it was incidental…and it was TRUE.  Of course, you can say “call us and ask for the owner” and you won’t get him…however, I originally asked to speak to a manager…when I did and the guy was belligerent and unhelpful, I asked to speak to someone at an even higher level.  At that point, he said, “It doesn’t get any higher…I’m the owner.”  So, whether he was lying or not is not for  me to say, but it is emblematic of how this company operates that they would paint a consumer trying to get his watch fixed as “fabricating” a story.  Pathetic.
#4: It’s simple; an A+ rating for anyone who treats their customers in this fashion is misleading at best.  Granted their rating algorithm is based on a multitude of factors—ANY company that behaves in the way AUTHENTICWATCHES.COM does should not receive such a high and vaunted rating. it’s misleading and lowers the value of the good work that Revdex.com does, as well as those companies truly deserving of a strong grade.  These criminals (and yes, they are behaving in such a manner) don’t deserve that.
#5: Let me be clear—I did not say the “warranty was criminal”—(THERE THEY GO—TWISTING WORDS…)—I asserted (and stand by it), their BUSINESS PRACTICES ARE CRIMINAL.  At this point, I’m not even sure that the watch they sent is nothing more than a replica.  I have attached the letter from Longines who (of course) cannot control the sales over the internet.  They have, however, provided me the name of a local specialist for them who will verify the merchandise and fix it.  
In the end, they still have my watch; sold me a piece of defective merchandise that stopped working; found loopholes in the warranty; and will not divulge who their so-called “authorized dealers/repairers” are…Really—is that an A+ rated company??? If so, it’s time to change your system.  
Regards,
[redacted]

Complaint:...

10277602
I am rejecting this response because: I was sold something that does not work and I expect companies especially ones that hold themselves in such high regard to do the right thing and immediately correct the issue for their customers. A good company would help to even limit the hassle of having to return the item. Help the customer by sending prepaid return labels or even better packaging.  Fix or replace the item quickly, and send it right back.  The policy also states that it takes a minimum of one month to repair an item but if they keep it more than a year it becomes theirs. So we are to assume it takes 1 to 12 months to repair a watch?  I wish at this point I could just return it for full refund and go to a company that doesn't hide behind their fine print and refuse to do what's right for their customers. 
Regards,[redacted]

very poor slow for repairing watch and bad customer service.
It take about 5 months to get the watch repair without any time frame

All information stated in our previous response is accurate. We cannot issue refunds on used timepieces, and will not be able to issue the client a refund within 7 days. The timepiece is being serviced under warranty, in accordance with the terms the client agreed to upon checkout. 
The time-line being claimed is completely untrue. He signed and dated his RMA form on 8/4/2015, meaning he sent it on or after that date. The package arrived on 8/13/2015. Today is 9/30/2015.   In his rebuttal, he claims "it has nearly been 90 days now". It has actually been precisely 47 days. That is nowhere near the 90 days the client claims.
Threats of legal action do not alleviate the client of his contractual obligations to agree with our policies, and have no effect on the course of action we will take.
Our warranty of merchantability is pretty standard, and is in full compliance with the law (UCC § 2-316). Furthermore, our system will not allow for checkout until a client has agreed to our policies, The client electronically agreed to said policies on July 15th, 2015 at precisely 8:04:01 pm PST.  Finally, he physically signed the RMA form agreeing to our policies, and dated his signature to be on 8/4/2015. The fact that he has agreed to our policies, both electronically, and via wet signature, clearly indicate acceptance of said terms, precluding him from being able to successfully pursue any legal action due to his limited remedies as contractually agreed upon (UCC § 2-719).
We will return this client's timepiece once warranty servicing has been complete. Thank you.

I am rejecting this response because: I'm not sure what they're referencing with respect to the white dial model as they clearly offer it on their website. 
You offer a silver dial and a white dial for the exact model I purchased, yet the picture for the silver dial model is clearly displayed with a white face.    
Furthermore, their explanation that we "were aware of this it was a special order (evidenced by the fact that we waited for the watch to arrive)" is ridiculous. 
If it was a special order then it should be clearly labeled as so with the potential implications clearly outlined, a client shouldn't be left to infer policies based on delivery time frames.
Lastly, I also forgot to mention that authenticwatches.com sent me an owners manual in ITALIAN.  So when the watch stopped ticking I was unable to read the manual as im not fluent in Italian.
Does this seem fair?  Should I have to resort to google to learn how to use the product I just paid over $5,000 for?
I feel like all im asking for is the product pictured on the website and an owners manual in English.   
Regards,
Sixto Alonso

This client's watch was received with impact points visible on the exterior, the crown was broken, and the movement had loose parts inside. There is not a way to indent solid steel, nor to knock loose tightly packed components, without traumatic force from the outside. The fact that this timepiece...

has been subjected to impact is not a matter of debate; the timepiece has clearly been subjected to impact or multiple impacts. This is clearly evident to a layperson simply by inspecting the watch visually. In addition, the authorized service center has made the same conclusion.
 
We are not able to factor in a client's age, nor his experience with other watches, when determining the condition of this particular timepiece. Any client, of any age, regardless of experience in wearing a watch, can impact a timepiece. 
 
Our policies clearly stipulate that damage due to impact is not covered under warranty. In addition, the client's grievance regarding the crown being broken is correct, however, as stated in our policies, crowns are not covered under warranty.
 
Here is a link to our policies regarding terms of coverage:
 
http://www.authenticwatches.com/info.html#6
 
Here is an excerpt of the text applicable in this case:
 
"The warranty does not cover damages caused by impact, vibrations, magnetic fields, or batteries; nor does it cover straps, bracelets, bezels, buckles, finishes, cases, dials, hands, crowns, buttons or crystals. It also does not cover damage or defects arising from normal wear; nor does it cover overhauls, maintenance, scratches, accidents, misuse or return shipping. "
We are sorry for any inconvenience, however the service cannot be covered under warranty due to the aforementioned reasons. This client has asked that we return the timepiece with no services rendered, and we have done so in accordance with the client's request.

DECEPTIVE DESCRIPTION OF WATCHES --
WARRANTY FROM MANUFACTURER IS NOT PROVIDED AND IS VOID (BUT IT LOOKS LIKE THE STORE'S WARRANTY IS ADDITIONAL AND IT SHOULD SAY THAT THE WARRANTY FROM MANUFACTURER DOES NOT ALSO COME WITH IT)
THAT MEANS NO AUTHORIZED DEALER CAN SERVICE THE WATCH.
AUTHENTICITY CARD OR LETTER FROM MANUFACTURER IS NOT PROVIDED. SEVERELY IMPACTS RESALE VALUE. HOWEVER AGAIN UNCLEAR ON WEBSITE THAT THE AUTHENTICITY CERTIFICATE PROVIDED BY RETAIL IS IN LIEU OF THE MANUFACTURER'S AUTHENTICITY VERIFICATION. WHO WANTS AN AUTHENTICITY LETTER FROM AN ONLINE RETAILER.
CUSTOMER SERVICE IS ALSO DECEPTIVE AND REFUSES TO REFUND MONEY AFTER ITEM IS RETURNED AND THE COMPANY TRIES TO KEEP YOUR REFUND BY SAYING THE WATCH WAS RETURNED IN A DAMAGED FASHION.