AuthenticWatches.com

So 2 years ago this christmas I purchased a TagHeuer watch for my husband. 4 months later my husband said that when he took the watch off at night it would stop running ( it is an autowind). That means that in less than 12 hours the watch would just quite running. I mailed it down to AW and they called me a few weeks later saying there was nothing wrong with the watch and maybe I should get an auto winder. Which I did. Last July I contacted them thru email and stated that the watch has never run satisfactorily and that I shouldn't have to keep putting it in the winder. They said I should send it down again and they would look at it. Now I had purchased the 4 year warranty on the watch and figured this might come in handy. A while later they said that the watch needed and "overhaul"( to the tune of more than 400.00) and this was not covered by the warranty. They attributed it to the natural "wear" of wearing the watch. I told them that my husband had had very little opportunity to wear the watch since it wouldn't stay running and had spent at least 4 months back at AW being looked at. All I got back was the standard regurgitation of policy, extremely useless and no help at all. We leaves me thinking- exactly what does the warranty cover if not a faulty product. I feel duped. It seems very convenient to say that the watch needs an overhaul and laying the cost on the consumer instead of being honest and saying- it's a faulty watch.

Read the fine print on what appears to be a full refund policy. I tried to pay thru one of their designated services, but the order was not accepted. Paid with AMEX since 3rd party service would not work. Got hit with a 10% return charge (computed on price of watch AND sales tax).

AuthenticWatches.com does indeed reserve the right to cancel any order, at any time, for any reason, at it's sole discretion. The policies citing this were agreed to by the client on 
rgb(255, 255, 255);">Sun Oct 4 08:35:27 PDT 2015  No charge was ever made on this client's credit card. This order has been cancelled and cannot be reinstated.

This client received a timepiece and wore it for a couple of months. (The assertion that it was worn twice does not correspond with the level of wear on the timepiece. This is, however, irrelevant.) There is a clearly articulated warranty outlined on our website, as well as on the client's warranty...

card. These policies were agreed to on Thursday, June 4th, 2015 at 4:09pm PST. 
There are no terms outlined, nor implied, indicating that a client is entitled to a full refund if he feels it has taken too long to service a timepiece. 
We have never strayed from the original date which we advertised. Our GM P[redacted] spoke to the client and assured the client that the item will arrive no later than "mid-October".  That was the only due date which had ever been promised the client. This due date was well within the posted lead time for repairs which is clearly articulated in our policies (6 weeks).
The client called in on October 1st (2 weeks prior to the deadline), with a litany of threats of legal action, demanding a full refund.  He then initiated a fraudulent charge dispute with his credit card.
The watch arrived back from service on October 2nd.
Because of the fraudulent charge dispute initiated, we must go through the dispute process. 
To be clear, had the client simply waited until the due date (which, again, was well within the normal lead time for repairs, as posted online), he would have been wearing his timepiece by now.
We will not issue this client a full refund, simply because he doesn't feel he should wait for a repair (which again, arrived two weeks ahead of schedule). Had he purchased directly from an authorized Breitling dealer, he would be in the exact same situation. He would simply have to wait for service, as all other clients do. 
There is no refund policy available on any used watches, regardless of where the timepiece has been purchased. This is universal. We are sorry, however, we will not be issuing this client a refund.

All information contained in our forgoing communication is accurate. The client received exactly what was ordered. The model numbers are correct, the photographs are correct, and this has been verified by our quality control team, as well as our general manager. 
The client received exactly what the client ordered. There was no discrepancy whatsoever in what was advertised to what was shipped (and subsequently returned.) Accordingly, we are not able to issue any further refund. Thank you.

This client placed an order and decided to remit payment via check. In advance, we advise all clients who opt to remit payment by check that we will not ship the order prior to 10 business days after the check has been deposited, in order to assure clearance of payment.
The client...

repeatedly emailed and called insisting that she can see that the check had already cleared, demanding that we send the item immediately. We repeatedly informed her we are unable to do so, as we have to await the check clearance period as explained to the client prior to the mailing of her check.Although a person who writes a check can check their account and see that the funds are cleared, the recipient of the check (us), not having access to the client's account, cannot see that. The minimum 10 business day period is necessary because it typically takes 8-9 days for a check with insufficient funds to be returned. For example, if someone were perpetuating fraud, they can call us 3 days later and say "oh, don't worry, I see that the check cleared my account." If we ship items based solely on the statement of a check writer, we have no protection should the check be returned for insufficient funds. This is standard policy and procedure.
Prior to the clearance period of the check, the client repeatedly emailed and called us on numerous occasions, demanding that the item be shipped, then demanding that she be allowed to pick it up. We also cannot do this, as we require proof of shipment and delivery on any item. We ship overnight via FedEx, so having come to pick it up will only have saved 12 hours, had we been able to accommodate the request. However, we are unable to release the item, in any form, until the full 10 business days have transpired (again, as explained to the client prior to her remitting payment).
Then, still prior to the check having cleared, the client demanded we refund her money, repeatedly asserting that we were perpetuating fraud (for having a check clearance period), informing us she would be contacting the Revdex.com and the FBI (yes, the FBI, again, for having a standard clearance period on a check).
We cancelled the client's order in accordance with our policies.
It takes 3-5 business days for the accounting department to process a refund, and that process can't begin until after the check clearance period has transpired. 
We cannot use the client's FedEx account to issue a refund check because we do not actually write checks. We order the bank to issue a check, and the check is mailed directly from the bank.
The client's refund check was mailed on 6/15/2016. The client has informed us that she did not receive it. We initiated a trace with the bank, which confirmed that the check was indeed delivered to her address nearly three weeks ago.
As the client is still asserting that she has not received the check, we are in the process of issuing a stop payment on the check, which can take approximately 5 business days. Thereafter, once the stop payment is confirmed, we will have the bank process a new check to be mailed to this client.
Thank you.

This client did indeed purchase a timepiece from our company. The timepiece was shipped via FedEx and received by the client. 
The client removed all the tags from the timepiece, and the timepiece was worn.  The client did indeed call to report a problem with the GMT hand,...

and we did indeed inform him we would do our best to have the service rushed. 
A Bell and Ross timepiece typically takes 6-8 weeks to service.  This client called us 3 weeks after it arrived in our facility demanding a full refund, and threatening a charge dispute (repeatedly).  He also repeatedly threatened negative reviews, as well as this Revdex.com complaint, if we did not comply with his demands and issue him a full refund on his used watch.
We are not able to issue a full refund on the client's used timepiece.
This client has agreed to our policies posted online, which clearly articulate that once the tags have been removed, or the timepiece is worn, it cannot be returned for a refund. In addition, the client has set an arbitrary time frame for which he demands that we issue a refund. We are unable to comply with arbitrary time-frames set up by clients, as the service procedure is through the manufacturer, and not under our control.
The condition of the clients timepiece is as follows: The strap has been bent to the point of permanent notching on the rubber strap. The buckle has been scratched. The case has been scratched.
As the timepiece was not returned brand new, we are unable to issue a full refund, notwithstanding threats of negative feedback ratings, or fraudulently based charge disputes.
We are sorry, however, we are not able to offer this client a full refund on his used timepiece, and a refund has been issued less the depreciation on a used watch.

This client received his item on 1/27/15. He did not report any problems upon receipt. The client then took the item to a jeweler, left it there for "several days" (as cited in his complaint), and then, upon pickup, noticed it had been damaged.  This strap was thoroughly inspected prior to...

shipment, and there were no flaws whatsoever at the time of shipping. There were no flaws reported at the time of receipt. The band was then left in someone else's possession for "several days" to install a strap.  Then, it was reported to be damaged after having been picked up. 
Our policies indicate that any discrepancy or imperfection must be reported within 24 hours of receipt. It took the client seven days to indicate there is anything wrong. The strap was, in all probability, damaged or switched by the dealer. Installation of a strap and buckle takes any semi-competent jeweler approximately 1-2 minutes.  It certainly is not a task that takes "several days". There were absolutely no indications whatsoever of any damage or imperfection until after the client picked the item back up from the jeweler "several days" later.  
We are sorry, however we are not able to accept back an item that has damage, unless said damages were reported within 24 hours, in accordance with our posted policies., which were agreed to upon checkout.  We apologize for any inconvenience, however, we suggest the client seek remedy from the jeweler whose possession it was in for several days, as it was damaged while either in the jeweler's or client's possession.

Complaint: 10035374
I am rejecting this response because:  It is unacceptable, and I will continue to pursue my claim against this vendor through other channels.
Regards,
[redacted]

Complaint: 10714824
I am rejecting this response because:
I am rejecting the response in the sense that I do not accept [redacted]'s recap and find him very good at his job in spinning words and the situation as a whole.  Furthermore, the act of stealing doesn't always mean for financial gains, does it? Again [redacted] has played his part well in attempting to deflect.
At this point, I'm happy that I made the issue public, however, (and especially) since I was ready to for forego the initial service "recommended" by AuthenticWatches, I am happy to go to someone reputable to have my band serviced and accept the watch as it stands, otherwise
My choice at this time is to never do business with AuthenticWatches again and use my watch (once band fixed) in it's current functioning condition.
I do however feel that Revdex.com should reconsider allowing AuthenticWatches to carry the logo and noted support of Revdex.com accreditation on their website (especially w/ 41 complaints in 3 years, as noted), but that's not for me to decide.
Please move forward w/ closing this matter
Regards,
U[redacted]

This individual's account is indeed correct.
He placed an order, which came back as fraudulent on our end.  We did indeed advise him to place an order through Bank Wire Transfer (the guaranteed method), PayPal, or Amazon checkout,  and informed him that if Amazon or PayPal...

accepts the order, we will simply process and ship.
He opted to place the order through Amazon Checkout. Amazon also rejected the order.  
We are sorry, however we cannot process orders which are deemed fraudulent in our system. Even Amazon, who has a very "light" security procedure, was not able to verify or accept this client's order. 
We only had one of these items left in stock.  During the course of all this, the item sold to a different client. That item was obtained as part of a bulk purchase, for which we get very big discounts and can therefore sell at promotional pricing. Once the item was sold out, we cannot again obtain it at that pricing. The item is now only available through a special order, with an estimated lead time of 8 weeks.  Special order items are priced FAR higher than items we have in stock, as we order them individually for clients.  Promotional pricing is not eternal on our website, nor for any other business in the world.
This client was also advised that the most assured way of receiving this item was to remit payment via wire transfer. He would have received an additional 3% discount, and the item would have shipped within a day. He opted not to proceed, and opted to try different methods of placing the order through a credit card. We have no control over the fact that his original payment came through as Fraudulent, and certainly have no control over Amazon's payment system rejecting his order.
Once the item has sold out, the price increases significantly, and we can no longer sell at the previous price. To us an analogy.... The client goes to (Insert any electronics store) to take advantage of a promotional sale, puts a big screen TV for $250 in his cart, goes to the register, his card gets declined.  He cannot go back 2 weeks later and state "I want you to sell me that TV for $250 now... this is all your fault, trust me, my card was good."   The store would not be able to comply, as the item has long since sold out, and the promotion the item was on is no longer valid. The same applies here.
We are sorry, however, we are not able to sell this item for any price lower than that currently posted on the website.

Complaint: 11407761
I am rejecting this response because:
I will respond to the salient points and also clarify my complaint
 
AW - No seller of watches at a discount online offers a manufacturer warranty (including Amazon, Overstock, Costco, etc.)
I am not discussing this with Amazon, Overstock or Costco. I am discussing it with Authentic Watches so can we stop wasting time trying to bring other companies into the equation. This is classic behaviour when a person wants to draw attention away from their own actions.
 
AW - The client has repeatedly advised us that our actions are illegal, and repeatedly demanded that we provide her with the applicable legislation.
I have at no point advised the company that their actions are illegal. Neither have I repeatedly demanded applicable legislation. When I received it I referred to it.
 
AW - We have repeatedly provided her with the laws which clearly articulate that this is allowed, and absolutely legal (in fact, it's universal). She has repeatedly rebutted stating that our actions are not legal.
By stating that this is allowed Authentic Watches are clearly aware that this behaviour is a ‘grey area’ and they are hiding behind a trading method that treads close to the law as it is morally challengeable. At no point have I stated that any actions are illegal, I have questioned whether I have been sold a fake item as Tag Heuer state quite clearly that every single timepiece they produce and sell comes with a Tag warranty card. It is therefore a fundamental element of the product that I purchased and has been removed for reasons that have not been made clear. Skirting around my direct questions by referring to Amazon and ‘every company on the planet’ is not answering my perfectly reasonable request which is; where is the Tag warranty card which was provided with the watch?
 
AW - "There are no warranties which extend beyond the description on the face hereof." "The foregoing is the entire term of warranty, and no other warranties are included, nor shall be construed to have been implied."
There is another warranty though, the Tag warranty. I am not asking for extra warranty, I am asking for the warranty that the manufacturer provide.
 
AW - However, every one of the 220,000+ timepieces we have sold to date have not come with a manufacturer warranty. The same can be said of the millions of watches sold on Amazon, as well as every other online non-authorized watch dealer in the world.
You are saying that you are a non-authorised watch dealer? However your website strongly implies otherwise:
 
“Unlike most online watch retailers you may encounter, AuthenticWatches.com started in the industry as an authorized dealer of high-end watches and jewelry. The family business, known as McPherson Jewelers, had been family owned and operated since 1979. Wanting the business to grow and expand its southern California base to an international scale, a bold decision was made to venture into the online marketplace. In this day and age, what better way is there to serve a larger proximity of clientele than by transforming to an online business? And so, the still family owned and operated business was rebranded as AuthenticWatches.com. Key to continuing the success of the business has been serving online clients the way they were served at McPherson Jewelers - like family. The biggest benefit our company has found from the retail to web-based transformation has been the ability to mark prices at more accessible rates to please our clients. By ordering items in mass volume from authorized dealers, we are awarded with heavy discounts, which we pass along to our clients.”
 
You will need to point out to me the section in which Authentic Watches then explains that it moved from being an authorised dealer please. Saying that you buy from authorised dealers as an online presence does not extrapolate naturally to an understanding that you are no longer one of the authorised dealers.
 
The email I received from Authentic Watches on April 19th
 
“The warranty service we provide is nearly identical to a manufacturer’s warranty. If a problem should arise with the watch, you must ship it back to us in California. We will then send it back to the authorized dealer that we purchased it from for repair and they forward it to the TAG Heuer service center for the brand. Thus, the timepiece is being sent to the same place for the same service by the same professionals; the only difference is that it is routed through us first.”
 
Correct me if I am wrong but a Tag Heuer Service Centre according to the Tag site is very specifically their own service centre. However on the Authentic Watches site it states:
 
“We have found that forwarding timepieces to the manufacturer generally took far too long to be worked on, due to manufacturers outsourcing their repairs to authorized service centers. The turn-around period for a general repair took anywhere from 8-12 weeks, often times with extra costs involved; whereas, a general repair* processed by AuthenticWatches.com generally takes 4-6 weeks.”
 
So do Authentic Watches have Tag watches repaired by Tag Service Centres (which require the original warranty card) or not? Quite convoluted sentences which do not offer genuine consumer friendly transparency and conflict with direct contact (email) with the firm giving assurances that I’m not sure are completely true.
 
Whilst policies written by individual companies are guidelines they are not unchallengeable laws and Authentic Watches are doing themselves a disservice by attempting to hide behind them instead of simply letting me have my Tag warranty card. Why should a customer have to spend an additional £200 GBP to have a product actually fit for use and purpose? I bought the watch in good faith and paid for it. I have the right to expect it to work. Why are Authentic Watches not answering the simple questions that I have asked them?

Regards,
C[redacted]

This client ordered a special order Breitling timepiece, cancelled said special order, and replaced it with an in stock Breitling timepiece ($4,490). The timepiece was shipped to the client, at which point she requested to return it for a refund. This is for all referencing Order #17**15, as cited...

in the client's notes. 
 
The total of order 177315 was $4490, and, although this should have been refunded less 10% because the order originated as a special order, we refunded the client in full, less shipping. We waived the fee for customer satisfaction purposes understanding that there may have been a legitimate misunderstanding of policy on the return of an in stock item, whose order was placed to replace a special order item. Additionally, the client indicated they will be placing a new order and this should be treated as a quasi-exchange.
 
The second order came through from "Ian Hood", placed a new order for a different Breitling timepiece (for $5,920). This was never called in as a return.  This item is in excess of our $5000 limit for waiver of restocking fee. Further, as this was called in as an exchange, our policies indicate that the fee can only be waived on a one time exchange.
 
We received a package with both timepieces, asking for a refund.
 
We refunded the $4490 order in full, less shipping. We are sorry, however we cannot waive the restocking fee for the $5920 order. 
 
Here is the applicable text from our policies:
 
"All domestic purchases on watches showing as "In Stock" under $5000 paid fully by PayPal, Visa, MasterCard, or Discover will receive a full refund minus shipping fees (calculated on www.fedex.com); or a full value one time exchange for a similarly priced item plus shipping fees. A 10% restocking fee will apply on all other orders, minimum $50."
Our policies can be found at the following link:
http://www.authenticwatches.com/info.html#5
We apologize for any inconvenience caused to the client, however we are unable to issue a full refund for this transaction.

There is no gentler way to say this; this client is not being truthful. We will be happy to address each falsehood individually:
small;">Falsehood #1 - Client contends:  "I placed an order for a watch from these guys over the phone as I live in Washington State. "
Facts:  He did not place the order on the phone. He placed it through the Amazon checkout system on Tue Jan 27 08:02:17 PST 2015. (Amazon screenshot, order #, and IP address from which online order was placed available upon request by Revdex.com).  
Falsehood #2 - Client contends:  "I calle back short after to cancel the order as I decided it would be better for me to pay a little more to get it locally. I did not think it would be an issues as there web page states free returns."
Facts: Client called back approximately 5 hours after having placed the order. The timing is important, as is the fact he placed it through Amazon Checkout. When placing an order through Amazon checkout, it comes through to us automatically verified, and is simply shipped. All we do is create a label, package, and ship. We do not take any part in the processing of the order (which will be addressed in falsehood #3). The assertion that there are "Free returns" is not accurate, as our policies clearly state that there is a 10% fee for the cancellation or return of any item over $5,000. Here's a link to our return policy:  http://www.authenticwatches.com/authenticwatches-return-policy.html
Falsehood #3 - Client contends: "When I called back they lady told me the order had not been completed and processed yet but that they were going to process it anyway so that they could charge me a shipping and restocking fee. "
Facts: The client placed the order on Amazon. We don't take any part in processing it. It already comes through as processed. The processed order was already shipped via FedEx. Here is a direct copy/paste from our system: " > 2015 Jan 27 12:58: Marked Cancelled; reason given: other: tried to cancel already shipped."  
We aren't able to provide full tracking numbers in a public forum (just like I can't provide the Amazon screenshot here, because it contains private information). However, we have included a copy of the screenshot from the FedEx website with portions of the tracking number redacted.
Once an order is placed and processed for any item over $5000, there is indeed a 10% cancellation or restocking fee as outlined in our policies.  The client's assertion that we intentionally processed the order just so we can charge him is ludicrous.  It's automatically done. It takes less than 3 minutes for Amazon orders, because they already come through processed, and all we have to do is copy/paste the client's name and address onto a label, and have the shipping department ship. The entire process takes only a few minutes. This client waited 5 hours to cancel the order. 
 
We are not able to issue a full refund on items over $5000 which have been processed and shipped. We apologize for any inconvenience.

This client has repeatedly informed us that our policies do not override laws.  The law does not require any seller to provide a manufacturer warranty. No seller of watches at a discount online offers a manufacturer warranty (including Amazon, Overstock, Costco, etc.).  The client has repeatedly advised us that our actions are illegal, and repeatedly demanded that we provide her with the applicable legislation. We have repeatedly provided her with the laws which clearly articulate that this is allowed, and absolutely legal (in fact, it's universal). She has repeatedly rebutted stating that our actions are not legal.
Our policies are clearly posted on our website. The client cannot complete checkout until the policies are read and agreed upon. We have the client's digital agreement, time stamp, and IP address on file, confirming the policies have been read and agreed upon.
We have provided the client with the applicable US Laws concerning the warranty of merchantability, which, again, is used by every company on the planet that re-sells timepieces online.
Here is a link to our policies:
 
http://www.authenticwatches.com/authenticwatches-warranty.html
 
Here are the applicable excepts:
 
"All timepieces sold through AuthenticWatches.com will be warranted by the AuthenticWatches.com limited warranty of merchantability unless otherwise noted."
"There are no warranties which extend beyond the description on the face hereof."
 "The foregoing is the entire term of warranty, and no other warranties are included, nor shall be construed to have been implied."
 
Here is the law which clearly allows this:  UCC § 2-316
 
We are sorry this client feels this to be incorrect. However, every one of the 220,000+ timepieces we have sold to date have not come with a manufacturer warranty. The same can be said of the millions of watches sold on Amazon, as well as every other online non-authorized watch dealer in the world. 
In accordance with the foregoing, we will not be able to issue this client a manufacturer warranty.

This client had previously sent in the timepiece and we serviced it under warranty as a courtesy, even though our policies clearly indicate that moisture infiltration is not covered under the warranty. This time, the client sent back the timepiece with significant damage. The internal parts are...

damaged, and the nature of the damage is consistent with the timepiece being subjected to a significant impact. We informed the client of this, and the client replied insisting the timepiece was never impacted. We took a photo of the timepiece and emailed it to the client so that the impact point could be seen, and the client replied accusing us of lying about the status of the timepiece. 
 
It takes a tremendous force of impact to indent solid stainless steel in this manner. The damaged components internally are also consistent with a strong impact.
 
We are sorry, however this timepiece cannot be covered under warranty. The client has requested that the timepiece be returned, and we will return the timepiece to the client. We are sorry, however we are not able to issue a refund on a watch that has been used or worn in any way (much less damaged), nor after 30 days have transpired since the purchase (it has been a year). 
 
The item will be returned to the client in the same condition in which it was received.

Complaint: 10847896
I am rejecting this response because:
Just because the item number matches does not mean that the item was as pictured. The watch band in the picture is a different color than the watch band received. 
I was told and sent an email confirmation (copied below) by a representative of their company, Neal, that they would not charge me the restocking fee. They went back on this return agreement after receiving the merchandise back. 
I did not know until I received a partial refund and had to call. Essentially keeping my money because it left me with no recourse or ability to exchange for another item.
At this time, I want the refund I was told I would get from Neal or credit for the restocking fee to purchase something else. 
Regards,
D[redacted] 
From: [redacted]@authenticwatches.comDate: Tue, 18 Aug 2015 18:47:27 -0700Subject: Re: RMA # 2[redacted]2 InstructionsTo: [redacted]@hotmail.comDear D[redacted]
Thank you for your email. We confirm that you will not be assessed a restocking fee on this return so long as the item is returned within 30 days from the original sale date in the same condition that it was shipped to you. If this is the case, you will only be assessed the initial shipping cost. Please let us know if you have any further questions or concerns.
Best Regards,
N[redacted]
On Tue, Aug 18, 2015 at 4:35 PM, D[redacted] <[redacted]@hotmail.com> wrote:
Hi N[redacted] -
Thank you for this. Where is the note about the no restocking fee as discussed? I'd like to make sure I get that included in the communication.
Thank you,
D[redacted] 
From: [redacted]@authenticwatches.comDate: Tue, 18 Aug 2015 15:57:49 -0700Subject: RMA # 203822 InstructionsTo: d[redacted][email protected]
Dear D[redacted],
Thank you for your inquiry regarding your return. In order to ensure timely processing, please follow all instructions on the Return Merchandise Authorization form, primarily that:
- The item is shipped via the US POSTAL service or your local postal courier
- Item must be returned within 30 days of purchase date
Please note that any deviation from the instructions can result in a significant delay in processing. As discussed, a link to the RMA form can be found below:
http://www.authenticwatches.com/returns.html
Your RMA number is: 203822 
Once your returned item is received in good order, your RMA will be processed as expeditiously as possible. Please feel free to contact us if you have any further questions or concerns. Thank you for choosing AuthenticWatches.com.
Best Regards,
Neal
AuthenticWatches.com
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+1 805 823 8888
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Cannot praise authentic watches enough. Service quality is top grade with very helpful and well informed staff; I ordered a watch from my home in Poland for delivery to a New York hotel a week later to coincide with my 10th wedding anniversary trip with my wife - and everything was dealt with like a well oiled Swiss watch!!
Add to that the fact that the price was unbelievable and for me you can see exactly why this website is so well used and reputed.
My 1st purchase with them but for sure it will not be the last.
Thank you very much to all the authentic team!!

This client purchased a timepiece two years ago and is experiencing issues with it. We have informed her that she is more than welcome to return it for warranty servicing, however she refuses to pay for the return shipping fee that's assessed (this is the $30 being referenced.) She informed us that...

she did not believe the timepiece was authentic. We informed her that she could take it to TAG Heuer, or ship it to their service center in NJ, if she had any doubts about authenticity. The client does not wish to return the timepiece for service through an RMA procedure. Regrettably, we are not able to issue any sort of refund on a watch which has been used for two years.  The client is more than welcome to return the timepiece for service through our Return Merchandise Authorization procedures, as do all clients who require service of a timepiece. Thank you.

We apologize for any inconvenience. The advertisement for no restocking fee is clearly marked with an asterisk denoting that terms and conditions apply. This is the universal practice for all businesses. The text you are referring to is a link that is to be...

clicked on. That link takes you to the terms and conditions:
http://www.authenticwatches.com/info.html#5
"All domestic purchases on items showing as "In Stock" under $5000 paid fully by Amazon Payments, PayPal, Visa, MasterCard, or Discover will receive a full refund minus shipping fees (calculated on www.fedex.com); or a full value one time exchange for a similarly priced item plus shipping fees. A 10% restocking fee will apply on all other orders, minimum $50; or a full value one time exchange. "
Because your order was outside of the terms on our website, in that it was in excess of $5000, the No Restocking Fee policy does not apply to your order, as stipulated in the foregoing terms. 
We apologize for any inconvenience, however, we are not able to credit back the balance. 
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