AuthenticWatches.com

Complaint: 10847896
I am rejecting this response because:
Regardless of the the disagreement about the item I received, the response does not acknowledge that I received written confirmation from an employee of the company stating I would not be charged the restocking fee when the item was returned. 
Otherwise, provide me the other options provided in your return policy and issue me a credit. I have not been given any options, just had my money taken after the return and been given the run around. 
Regards,
D[redacted]

I felt compelled to drop you a quick line in praise of your customer service and the value that you offer your customers.
I was very hesitant to purchase a $10k watch over the internet — but, it has turned out to be a high value proposition that you offer your clients.
Knowledgeable and helpful staff, easy ordering process, super fast shipping (to Toronto, Canada was 2 days, free shipping) and, even sweeter, is the fact that I ended up saving over $3k compared to buying this watch at a retail store.
How good is that?
Pretty great, I’d say.
Thanks.
Doug. C

Never been treated so poorly, especially being a repeat customer!!! I purchased a new Rolex at the Sale price on their website. I received confirmation my credit card was billed and I had a receipt. Then Authentic Watches (cancelled) my order without any explanation. After hours of trying to contact them and find out why, they refused to sell me the watch I had purchased because they said it was marked on sale in error and I would have to pay an additional 705.00 on top of the 6995.00 I had already paid. The General Manager, Peter, said it happens sometimes and they don't have to sell me the watch I just purchased. I wasn't even aware a business could do this, but I guess I was wrong. It has now been 3 days and the charge is still on my credit card. Just letting people know how I was treated by this business, and my complete dissatisfaction with Authentic Watches. Shoppers beware!!!

This client indeed placed an order for a Chopard timepiece, and mailed in a check for payment. At the time of purchase, our system will not allow checkout unless our policies are agreed to online. Our policies clearly articulate that there is a minimum 10 business day...

hold on payment via personal check.
We attempted to explain to this client how check deposits work. We will be happy to do so again:
When we, as a merchant, deposit a check; there is no way for us to know it has cleared.  The account holder for the written check can indeed log in to his account and see that his check has cleared. We, the recipient, cannot. This transaction aside, if I were to mail someone a check, and they deposit it;  their bank will allow the funds to become available within a day or so.  However, if that check eventually bounces, the bank will then retract the funds. It typically takes 7-8 business days for a bounced or invalid check to process through the system. Our longest experience has been for this to happen on the 9th business day.  Ten business days is a sufficient time to hold a check to ensure availability of funds, and/or validity of the submitted check.
Here is a link to our policies, which the client agreed to on Wednesday, Feb 11, 2015 at 12:35:11 PST:
http://www.authenticwatches.com/info.html
In the Payments section:  "checks and non postal money orders will be held until cleared, which is a minimum of 10 business days for US based financial institutions."
This client placed an order and opted to pay with a check to save 3%. He then demanded we ship the timepiece as soon as he claims to have seen the check clear. It is unreasonable to expect that a company will forgo standard procedures (a ten business day hold on a personal check is pretty universal), based on a client saying that his check has cleared. It stands to reason that an individual attempting to perpetuate fraud would make the same statement, and we cannot blindly accommodate a requested waiver of the clearance period based on what amounts to "trust me, it has cleared" having been emailed to us.
The client then demanded an additional percentage off the retail price, which we cannot accommodate. He then demanded we ship the timepiece. When told we have to await the clearance period, he demanded a refund. The client has cited the "No Restocking Fee" policy in his complaint.  Here is a link to that policy, which was also agreed to upon checkout:
http://www.authenticwatches.com/authenticwatches-no-restocking-fee.html
Here is the text at the top of the policy:
"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 less 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. "
Therefore, the client is subject to a 10% fee, as he has not paid with one of the payment methods that apply to the no restocking fee policy.
We are sorry, however we are not able to offer this client a full refund.

We are sorry for any inconvenience. We are not attempting to brag regarding technology. It is standard operating procedure for most businesses which carry high value merchandise to have surveillance in place.  Our video evidence clearly shows that a complete, factory sealed bracelet was shipped to the client, which did include the end pieces. We are neither able to issue a refund, nor a replacement, for the following reasons:
#1.  There is a 24 hour window to report any discrepancies after receipt. It took this client in excess of 2 weeks to report that "a piece is missing."
#2.  Despite the foregoing policy, we were more than willing to check and see if there was indeed an error made. As our surveillance system stores files for 60 days, we went back and checked the video. The video clearly demonstrates that this client received a complete bracelet with no components missing or omitted.
Accordingly, we are not able to issue a refund, nor a replacement, of the item. We apologize for any inconvenience. Thank you.

Complaint: 10809934
I am rejecting this response because:
To facilitate understanding perhaps I should keep this
simple.
-Read your reviews; conspiracy theories are not required
when dealing with Authentic Watches. 
Unscrupulous business practices are your modus operandi.
-You advertised, represented and sold as new a
malfunctioning watch then shipped it across state lines.  This constitutes interstate wire fraud.
-You promised to complete the repair in less than 3
weeks.  Instead, of honoring your
guarantee, instead you held the watch in your office for 3 weeks.
-I offered a simple solution, recharge my credit card in the
amount you refunded, $2540, then return my watch.  Had you abided by this elegant solution to
this dispute I would have paid the original cost $3,175.  This offer was fair, equitable and reasonable
for all parties involved.
-But, in an effort to continue to profit at your customer’s
expense, you countered with this outlandish offer that is in violation of the
very policies you espouse to uphold. 
I’ll remind you that your policies – the same polices you claim we BOTH
agreed to – indicate you accept all major credit cards, you now insist I once
again pay the full amount, $3175.  But,
now you insist I pay via either direct wire transfer, cash or check.  Thus, despite your clearly having a policy in
place to the contrary you now insist on a form of payment that does not offer any
consumer protections.  But worse, after I
receive the watch you ask me to trust you will then refund 20% of the purchase
price or $635.  Do the math.  Via this accounting, you will have received $3810
the watch, a premium of $635 above the original purchase price.  Only a disreputable company and its
representatives would even suggest such an arrangement so heavily biased in
your favor.     
Regards,
[redacted]

This client purchased an IWC watch. As quoted in his own complaint, the item description says:
"- Mahagony Gift Box & PDF Copy of Manual"
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The client contends this to be misleading. We do not see this to be misleading; it is a very clear and concise description of what will come with the timepiece. No where in the description was there any mention of the timepiece coming with the original manufacturer box and manual. No where was there any indication that the foregoing description was for any additional or excess items. The description clearly posted which box the watch will come with.
The reason this particular timepiece did not come with a manufacturer box and manual (most do, and are described as such on individual item descriptions) is that watches are shipped separately from boxes and manuals. When watches come from the manufacturer, they come as shipped from the factory, in a clear, hard plastic box (referred to as a "coffin" in the industry.)  From time to time, shipments are lost or damaged. In this case, this watch was part of a series that had a shipment of boxes lost. The insurance claim was paid, and the price of the watch was further lowered because of the missing manufacturer box.
The client also contends that the watch is missing the "Authenticity Card".   There is no such thing as an "Authenticity Card". It simply does not exist.  The only way to check authenticity of a timepiece is to have it inspected by a local authorized dealer. The client is more than welcome to take the timepiece to a local authorized dealer for authentication, or to ship it directly to IWC for authentication:
IWC

Richemont Technical Center

[redacted] Trinity Boulevard, Suite **

Fort Worth, TX 76155

The client also contends that the timepieces "dial" "fell off". The client broke the crown of the timepiece. The fact that the client does not have a card (which is non-existent), nor a manufacturer box (which was not advertised), has no bearing whatsoever on the fact that he broke his crown. The crown was not broken by the mahogany gift box, nor was it broken due to omission of a card. It was broken by exerting excess force, either by hand, or by traumatic impact.
Whereas AuthenticWatches.com does not have the original manufacturer box for this timepiece; nor was it advertised to come with the manufacturer's box; nor was the price paid for the item inclusive of the box; AuthenticWatches.com cannot send this customer a manufacturer box or manual.
Whereas the "Authenticity Card" the client is requesting is a non-existent entity; AuthenticWatches.com cannot send the client an item which does not exist.
We are not able to issue any refund, for any amount, on a timepiece which has been worn. We apologize for any perceived inconvenience the client has endured, however, AuthenticWatches.com did indeed ship the watch purchased, exactly as advertised, and cannot offer any concessions nor compensation for the client's grievances. Thank you.

Complaint: 11137271
I am rejecting this response because:
If seller send my watch to the authorized service center, the authorized service center would not make a flaw on my back.
See the attached photo.
The seller said, my watch would be repaired by omega service center, and they indicated that their warranty is identical to authorized dealer, but I got a confirm from omega service center that they didn't service my watch, yesterday.
The seller said "your watch will be serviced by omega service center."  But no. The omega service center has not service my watch, as they said. ( see the attached photo, the serial number is my watch's serial number)
I assume that the seller sent my watch to the private shop and the private shop made a crack on my watch's back. 
And the seller said,  it is tiny and doesn't devalue watch, its seller's opinion, in my opinion it devalue my watch. 
see the refund policy of seller
 "New and unused" means that there are no scratches, marks, or blemishes on the item; tags and protective stickers have not been removed; there are no signs of wear on the product or the case; and the product must not have been sized or altered in any way. Note that dings and scratches will happen even if a watch has only been worn for a few hours. We cannot accept a return of any item with any indication that it has been used if a full refund is expected (before restocking fees). Any used or altered timepiece will be refunded an amount equal to what we consider to be its current value with a minimum restocking fee of 20% (minimum $100)."
The seller consider the scratch as a devalue condition. And now, they made a scratch (its not scratch, as photo shows) and said to customer that it is nothing. 
 Funny. 
Still, I am asking to seller that 
1. provide authorized dealer's warranty to me  as you guys said, 
2. I will send my watch to the omega service center, and ask them to fix my back case + evaluation. if there are cost which is related to dial, and back of case, they need to pay it. + shipping fee. which was almost $90.
                                    
Regards,
H[redacted]

This client sent back her timepiece to have a battery installed. The battery was installed, and the item was returned to her in April of 2014.  She had never mentioned, neither in emails nor through phone calls, that there was anything wrong with the timepiece upon receipt.
In...

October (SIX FULL MONTHS LATER), she returned the watch with a broken bezel spring. She claims it was damaged while in our possession from over 6 months ago.  It was not.
First, any client must report a discrepancy within 24 hours of receipt. We understand if, perhaps, it wasn't noticed for a day or two. However, this client claims to have discovered this 6 months later. 
To use an analogy:  I purchase a car, take it to the dealership for an oil change, have the service completed, and drive off. I then return to the same dealership 6 months later with a dent in the trunk, say that it happened while it was getting the oil change 6 months ago, and demand that they repair it free of charge. This is an exact equivalent of this situation.  
The bezel is not turned, removed, or utilized in any way, shape, nor form whatsoever when changing a battery.  It has absolutely nothing to do with a battery change. Further, no reasonable business can accept the claim that an item was damaged while in their possession SIX FULL MONTHS after it left their possession. with no prior communication whatsoever.
We are sorry, however we are not able to repair the client's broken bezel free of charge.

This client purchased a timepiece that is indeed 100% authentic. No one has, at any point in time, been able to inform her that it is not authentic. She is complaining that she cannot resell it without an appraisal. We do not offer appraisals, nor do we guarantee resell values. The client is attempting to obtain a refund on a timepiece purchased over 7 years ago, and has had no grievances whatsoever with the timepiece for over 7 years. We are sorry, however we are not able to offer any refund, nor any sort of compensation to this client.

Really high quality service from AuthenticWatches - cheapest that I could find on the web, plus two and a half day delivery time from California to Dubai. Excellent customer service too, I had a couple of questions that were answered promptly and concisely. Thoroughly recommended.

Review: On October 4, 2015, I attempted to purchase the Breitling Navitimer 01 AB012012/BB01-435X for $3,575. I received a confirmation email that evening letting me know that my order was processed. In addition my credit card was authorized for payment (showed up as pending on my bank statement). On October 5th, I received a phone call from AuthenticWatches letting me know that their price was misquoted and should have been $5,375. They went on to let me know that they had no intention of honoring their original quoted price, and was canceling my order immediately. They claimed this was within their rights to do so by their buyer agreement which reads, AuthenticWatches.com reserves the right to refuse service or cancel any order at it's sole discretion. Now, I am no attorney, but I am fairly confident that when a retailer offers a price and a customer accepts (and receives confirmation on the transaction) that the contract is complete. I fully understand that if their offer was grossly inconceivable, then I may not have grounds, but this wasn't the case. It was indeed a good price, but were by no means giving it away. Even if somehow their whimsical disclaimer was valid, I would expect a REPUTABLE retailer to own their mistake and honor their original price. I know that when buying a $3,500 watch, I expect top level service. I certainly do not want them quoting FALSE prices and backing out of transactions whenever they so please. I have all documentation to support this transaction (emails, bank statements, attempts to settle this dispute, etc.). They did not make any good faith attempts to settle this dispute.Desired Settlement: I would like AuthenticWatches to honor the contract/transaction that we originally entered into. I would like to purchase that watch for the quoted $3,575.

Business

Response:

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 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.

Consumer

Response:

Review: 10853931

I am rejecting this response because: Online retailers should not be able to include general disclaimers that say they can cancel an order anytime they so choose. This is an unfair business practice and is misleading to the consumer. A retailer cannot offer a price, have a consumer accept that price, send a confirmation email, and turn around and cancel the order for ANY reason. This makes no sense and is completely unfair to consumers.

Regards,

R[redacted]

Business

Response:

This is a standard issue policy among all retailers; online or otherwise. The client has cited that he feels that this policy should not apply to online retailers. The client is certainly entitled to have personal feelings on business practices; however, we, along with all other retailers (online or otherwise) are businesses. All businesses reserve the right to cancel an order, or refuse service, at their sole discretion. We clearly articulate this in our policies, and the client agreed to said policies at the time he attempted to place an order. Thank you.

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).

EXCELLENT EXPERIENCE OF BUYING A NEW ROLEX WATCH WHICH WAS NOT AVAILABLE LOCALLY.

I wanted a special gift for my husband’s retirement and I decided on a watch

I did a lot of research and came across Authentic Watches online. It seemed the best price after checking with other companies. I had significant concerns about placing an order for such an expensive item from overseas...... I need not have worried, placing the order was easy and the staff kept me informed exactly where my watch was every step of the way.

It arrived today and it’s beautiful, it came in lovely packaging and my husband is thrilled with it. Thank you for making it so easy I would recommend Authentic watches without hesitation.

"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"

I took the plunge and purchased my first high end watch: Breitling Colt Automatic A1738811/BD44-435X.

I was very reluctant paying this much for a time piece to begin with, and buying it on-line made me even more reluctant.

Before purchasing I called Authentic Watches team and spoke to Amber, and I must say that she did a phenomenal job of explaining the whole process to me and answering all of my questions and concerns.

After ending our call, I made the purchase.

The shipping was swift, and the product was as described - brand new. I saved alot of money on this purchase and I really like this watch - there is a reason why these brands demand the price they do! I do have a small dilemma - I don't want to wear any of my other watches!

I wanted to thank Amber and the authentic watches team for providing a good service and allowing me to obtain a watch I have wanted for a very long time.

Not sure if I will be forking out this kind of money again for a watch any time soon, however, when I decide to - I will certainly be choosing Authentic Watches.com for this purchase!

Great pricing and received the watch the next day

My sincere intention to express my positive impression and record of having a deal with AuthenticWatches company. The company is characterized by high responsiveness, precision and total responsibility in doing business. Try are trying hard to take care about every small subject of a deal, payment and shipment, extending to a special attention and to being sensitive to their customers special request and outstanding flexibility and good will…

Review: I sent in a watch for repair (suspected of a manufacturing defect) as it was covered under warranty through Authentic Watches. The RMA I signed stated the following:DO NOT SHIP via Fedex, UPS, DHL, et al since they do not insure jewelry. Shipments to other addresses will be refused. Please call us to obtain an RMA number. We are not responsible for lost boxes, manuals and/or repairs left with us for over a year. Repairs will take a minimum of 4 weeks. Returns will be processed within 3 business days. For security reasons, DO NOT use the same brown shipping box which the item was initially sent in. Include a $30 ($32.25 if shipping back to California) check or money order payable to AuthenticWatches.com for return shipping and handling to US addresses, or $50 for international addresses per watch. Inbound international shipments must be declared as "American Goods being Returned to Shipper. HTS code 9801.00.1012." I have read, understood, and will abide by the policies set forth at http://www.authenticwatches.com/info.html. This form will not be accepted with any alterations. I did include a $30 check linked to a checking account that I thought was still open but I had closed. Authentic Watches sent me an e-mail stating that I now had to send in a money order or cashiers check and that I had to pay an additional $25 for the fee that AW incurred for the bounced check. Below is the exact e-mail copied word for word:The payment you had enclosed for the shipping and handling fees wasrejected by the bank, citing the check was drawn on an account whichhad been closed.Accordingly, the RMA has been suspended pending remittance of paymentfor shipping and handling, plus an additional $25 for the return checkfee assessed by our bank.Please remit payment via money order for a total of $55 to:AuthenticWatches.com [redacted] New Los Angeles Ave #115-338Moorpark, CA 93021Please reference RMA # 1[redacted]8 on your payment. Thank you.Desired Settlement: There was no wording I found on the website where it said I would incur a $25 fee for a bounced check. This is not what I am concerned about. I wanted to pay the fee by credit card or debit card but AW told me according "to their standard operating procedure" this couldn't be done. I did not want to have to go to the bank to get a cashier's check or money order and I feel like this request was not warranted because this was not spelled out on the RMA form I signed and I couldn't find this info

Business

Response:

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.