AuthenticWatches.com

Review: I ordered a watchband from Authentic Watches.com. A few days after I received it I took it to a local Jeweler to install. The package was opened in front of me. The jeweler showed me that it is missing the main link and cannot be installed on my watch.I contacted Authentic watches to replace the band with the same item. But it should be complete with all links. They refused claiming they have Video recordings that when it was shipped to me it was complete. They are liars and ripping me off.Desired Settlement: Send me the same band complete.

Business

Response:

This client purchased a TAG Heuer Bracelet on 6/17/2015.

I had my eyes on the Omega Planet Ocean 600 for a while and tried it on a couple of times in the boutique shop. I did extensive research online before I go with Authentic Watches. It wasn't an easy decision to pay this amount of money online, especially when I live in Dubai and not USA, but Authentic Watches customer service was top notch. They called me to confirm the order, model and address. The watch was on my wrist in less than 4 days. I took it to the boutique shop to adjust it's strap size and they confirmed that it's original and brand new, and adjusted the strap for free.

I know when it comes to luxury watches, most people are skeptic of online retailers, but authentic Watches are the real deal.

Great company to do business with.

I recently purchased a watch bracelet off authentic watches for my omega seamaster watch. I had my reservations with purchasing such an expensive item online but after reading reviews and knowing I could use PayPal through the site is decided to give them a shot. Aside from the 500 Euro I saved using authentic watches I can honestly say the support and customer service I received was second to none. All the staff I dealt with were extremely professional and friendly. The delivery service was very quick and I received my purchase in three working days, from America to Ireland. The watch bracelet I received was legitimate and fit perfectly on my watch. I am 100% satisfied with the service and product I received and will definitely be using them again. Many thanks to all the staff once again

Graham

Review: I Purchased my Breitling watch from this company on June 4th 2015 After wearing it just twice the watch stopped working.I shipped back to this company for repair or exchange but getting nothing but runaround for two months.At this time I demand my money back as I do not trust this guys with their BS stories.I am planning a filing a law suite against them and paypal however, I will give them one chance to make it right.Thank you,Michael OhayonDesired Settlement: I do not wish to deal with them any longer as I am tired of hearing excuses.If I do not receive a full credit from this guys I will have no choice but to initiate a law suite.I will give two weeks respectfully to comly.

Business

Response:

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.

Review: Watch was purchased and stopped functioning properly within the vendor's 3-year warranty period. Vendor is claiming the failure to function is a maintenance issue and carries a $400 fee. I own several "luxury grade" watches - maintenance should never be required during the warranty period. Even if the maintenance is, indeed, required - the vendor's website states that they will service the watch for its lifetime at their cost only. I am confident I am not being quoted "cost" as I received a similar quote to "repair", not "service" the watch from a local service provider within 10% of what Authentic Watches has quoted.Desired Settlement: Have the repair provided as warranted.

Business

Response:

This client returned a timepiece for service. The timepiece requires a movement maintenance service. Overhauls, or movement maintenance services, are required from time to time on any timepiece (or any machine, for that matter.) This client asserts that his other timepieces did not require a maintenance. We cannot opine on the status of the client's other timepieces, nor do their lack of service necessity have any bearing on the fact that this particular timepiece requires service. The frequency with which a service is required is contingent primarily on wear. In this case, the client has had the timepiece for nearly three years, which is well into the time a service is required on an automatic timepiece. Finally, this client contends that the cost of service is too high. Service is performed at our cost. The client has asked that we recall the timepiece, and we have done so today in accordance with his request. If this client has the timepiece assessed and serviced by a service center authorized to service Baume et Mercier timepieces, he will find the cost to be equal to or greater than the cost given by us. The client's timepiece has been recalled and will be returned to the client with no services rendered on the mechanism of the timepiece (he had prepaid to have the exterior of the timepiece cleansed; prepaid services are automatically performed.) We are sorry, however we are not able to cover any movement maintenance service as outlined in our policies, which the client agreed to, that can be found at the following link:

Incompotent ordering/customer service staff bungled my order, blamed me, refused to correct their error.

Review: I placed an order for a watch through AuthenticWatches.com. When I received the order I immediately noticed it (the watch band specifically) was different color than what was pictured. I've also seen the watch in person at an authorized retailer before placing this order online, so I knew something was wrong. I immediately called the company to advise them of the situation and request a refund. I was told that I would be called back by someone in their returns department. Neal called back about an hour later and after some discussion back and forth as to what I expected to receive, he agreed to issue a full refund less their initial shipping costs. Their website says they charge a restocking fee so I also made sure to request the revised return agreement it in writing from him. I have an email from Neal to that affect.What I received actually received a refund days later it was less a re-stocking fee (an over $750 difference) and now they won't honor the agreed to refund amount. When I called back Neal simply stated that they have a policy online and his/their post purchase return agreement with me is not valid. That he could not change the policy so his email meant nothing. I asked for a supervisor and he refused to transfer my call. I was not given any additional return or refund options. I believe he agreed not to charge a restocking fee on my initial call and via email, knowing that once he/the company received the watch back they could keep my money and I would have no recourse. Email:From: [redacted]@authenticwatches.comDate: Tue, 18 Aug 2015 18:47:27 -0700Subject: Re: RMA # 20[redacted]2 InstructionsDear D[redacted],Thank you for your email. We confirm that you will not be assessed arestocking fee on this return so long as the item is returned within 30 daysfrom the original sale date in the same condition that it was shipped toyou. If this is the case, you will only be assessed the initial shippingcost. Please let us know if you have any further questions or concerns.Best Regards,NealDesired Settlement: I would like the full refund less the initial shipping charges as agreed to by Neal, who is a representative of the company.

Business

Response:

This client purchased and received a Breitling timepiece. The client called in to report that the item was not as advertised, and that they did not receive an anthracite strap as ordered (model 100W) on their watch, but instead had received a green military strap (which is model #105W).

This is my 3rd Tag Heuer I have bought from AuthenticWatches in the last 10 years. Great pricing kept me coming back. My issue is with service. Hopefully you never have to have your watch serviced by this company, because all customer service is forgotten, especially by the manager Peter.

It started a year ago. 3 months removed from my 3 year warranty. My 5,000.00 Tag stopped ticking. I sent it in. After 3 months of service and 800.00, it was sent back to me. On my ride home from Fedex, I put the watch on and everything seemed right. 3 hours later I left for vacation. After driving 5 hours , we arrived at the condo and I noticed condensation under the glass. Terrible problem right. I send it back to Tag, which at this time the rust was beginning to show inside the watch (i have the clear back to see the guts of the watch)

Peter and his dept deny it was serviced incorrectly and said that I must have had the crown unscrewed and allowed water in. In fact he said this watch was not water resistant at all. I contested this statement, their website said it was rated for 100m and I have owned 3 Tags and no better to get them wet without having everything closed. It was ludacris. After arguing, and I mean arguing with [redacted], they agree to overhaul the time piece at their expense.

End of story right?

6 months later the watch stops working again. I call Authenticwatches and let them know, and give me an RMA. My last ditch effort before losing my watch for 3 months, I try to unscrew the crown and it snaps off. I called AW and let them know now I have a new problem. I send it back, it goes to their "Unautorized" Tag repair person ( I found out after the fact via Tag). They send me an invoice for 1300.00 Several arguments, and I mean arguments because [redacted] talks down to you and has no customer service skills at all as you can see in numerous other complaints, I demand th swatch to be returned.

I have the watch looked at locally by an Authroized Tag dealer, and they state the crown broke and was jammed up because of rut build up. Go figure the rust came back inside of a sealed watch.

Small Claims Suit...Check

AuthenticWatches, bad customer service...Check

and by the way, [redacted] finally admitted the divers watch was water resistant, but that didnt change the stance on the rust build up.

Greetings from the Great Britain!

I just wanted to say what a fantastic customer experience I have received from the staff at Authentic Watches. Ordered over the weekend and I had my brand new Tag H. via Fedex 4 days later.

I wish I had this level of customer service from all the vendors I deal with! I will be buying from them again in the near future, and have already recommended them to a few colleagues.

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.

Excellent service and products came authentic as advertised. Very happy with this experience.

Review: I purchased a brand new timepiece from Authentic Watches, Including a 3-year warranty. Upon receipt, the watch was not functioning correctly. The merchant indicated it is likely a problem with the battery and that my options were to re-package the item and return it, or have it tested at a local jeweler. I chose to have it tested locally and it was determined the battery was not the problem. I phoned the merchant and indicated the watch was defective and that I would like a replacement. The merchant asked if I had removed the tags from the watch. I indicated that I had, when my wife tried on the watch upon giving it to her as a gift. The merchant then told me the watch was now USED, and could not be returned or replaced with a new one and that my only option was to return it to the merchant( at my expense) to be sent out for evaluation & repair. I paid around $60 to return the watch with the proper insurance to the merchant. Upon receipt I followed up and the merchant indicated I should receive an update in approximately 4 weeks. It has now been 5 weeks and have not received any information. To add insult to this experience, I submitted a review on ResellerRatings.com describing my trouble, and when the merchant was contacted, they indicated they have no record of my purchase. For reference, I paid over $3,500 for this watch. In summary, I purchased a brand new watch. The watch was determined to be defective. I originally wanted a replacement, not a defective/repaired watch.Desired Settlement: Full refund of purchase price and reimbursement of return shipping costs.

Business

Response:

This client did indeed purchase a timepiece. He wore the timepiece for two weeks, and then contacted us to inform us that the timepiece had ceased to function.

Review: Bought a Tag Heuer Formula 1 watch. Watched fogged up during first time wearing it. Its clear the watch was already damaged/used and they tried to pass it off as new. Spoke to a completly unreasonable customer service supervisor. They should be shut down.Desired Settlement: Full purchase price.

Business

Response:

Thank you for your email. Regrettably, we are unable to offer a refund on any item once it has been worn. Once a timepiece is worn, it falls under warranty, and can no longer be replaced. This is the same as a vehicular purchase. If you purchase a vehicle and it experiences a problem 2 weeks later, it would have to serviced, and will not be replaced. Our warranty policies clearly articulate this, and are clearly posted on our Amazon storefront. We apologize, however this item will have to be serviced, and cannot be replaced. If the water infiltration was from a faulty case-back seal, it will be serviced under warranty. If the water infiltration was due to user error (such as depressing a chronograph button while submerged, or submerging the timepiece without having screwed down the crown), then it is considered to have been damaged due to user error and will not be covered under warranty.

"My experiences with Authentic Watches, and they are numerous, have all demonstrated excellent customer care from a company that clearly is concerned not only with selling product, but with providing a positive experience for their clients as well. The items they offer are great--I have never had the least problem on that account, and pricing is extremely competitive.

A very satisfied customer!"

Review: I purchased a watch on Authenticwatches.com on 2/11/15. Baume and Mercier 10068 for $3995. I received a confirmation (#107744)and a note that I should call VISA so there wouldn't be a problem. I called VISA immediately and they said they had approved and released the deal. My wife also had received a fraud alert from VISA and confirmed all was good. The watch did not show up on 2/12 so my son (whom the watch was for) called Authentic Watches to find out where it was. He was told the order had been cancelled, but the rep couldn't tell him why. The rep told him to do another order and pay for it through Amazon pay and there would be no problem. My son immediately did so (order #107838) for which I also received a confirmation email and assumed all was good. Later my son received a call from Amazon saying the payment had been rejected.I called Authentic Watches to straighten things out and was told by [redacted](sp?) a supposed manager that they cancelled the order because of possible fraud. I told them that we had done everything their company told us to do. I said ok, please help me purchase this watch. You can imagine my shock when I was told they didn't have the watch, and if I wanted to order one it would be $5595, or $1600 more!!! I asked what happened to my confirmed order for $3995 and he said they sold that to someone else. This is totally unacceptable and very shady. It is a sad case of BAIT and SWITCH!! They promised to call me back twice and never did. When I called, nobody was available to speak to me. I notice they are an accredited Revdex.com business so I hope you take some action. This is horrible customer service as well as dishonest. I would like to purchase the watch for $3995 which I was confirmed twice.I hope this goes on their record so they can't scam anyone else. Thank you.Desired Settlement: I would like to purchase the watch for $3995. They say they can't get it, yet have it advertised on their website for $5595!! If that's not dishonest, I don't know what is.Thank you.

Business

Response:

This individual's account is indeed correct.

Review: My wife recently bought me as a surprise gift an Omega Planet Ocean watch from Authenticwatches.com for over $4k for my 40th birthday. Unfortunately the watch wasn't the color I wanted so she had to drive from Long Beach to Moorpark (2hrs each way) for the exchange. They convinced her to get a different watch, a 46mm instead of the one 42mm that I wanted so we had to go back to Moorpark a second time to get the 42mm.In addition she had to pay an additional $4k to get the new watch while the return one was pending inspection for return approval. We still did not get this refund.When I finally got the watch that I wanted I noticed that it had two specs of very visible dust particles inside. I took pictures and sent it in for an exchange the next day. When I returned the watch I was told that they could only clean the watch but not exchange it since it hard been worn and they claim that there were minor scratches on the watch. This is impossible since I did not even wear the watch other than to try it on when I noticed the dust. There were some plastic protective coverings on the watch that I had to remove to even see the dust particles. Below is their response:Your timepiece has been worn, and has signs of wear on the bracelet and the case. We are not able to exchange a timepiece once it has been worn. The timepiece has been sent to the dealer for cleaning of the dial and will be returned to you oncecomplete. I will check with the accounting department on the status ofthe refund once they open. I also suspected the authenticity of the watch since they are not on Omegawatches.com list of authorized dealers. When I asked about this they told me that they could not reveal the source of the watch. I thought it was suspicious when we had to meet the employee at starbucks to do the watch exchanges.At this point, I feel like my wife's good intentions were taken advantage of by a dishonest retailer. I hope my efforts prevent other such heartachDesired Settlement: I would like them to honor their guarantee on their website and give me a full refund of both watches immediately.

Business

Response:

We have no record of this client. Perhaps this client has us mixed up with a similar sounding vendor.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9814243, and find that this resolution is satisfactory to me.

Regards,

Review: I recently purchased a Bell & Ross watch from authenticwatches.com. Fifteen minutes after I had made the purchase, I called to inform them I ordered the wrong color watch and described the watch that I wanted. It was to be a black band with a green face. On the site it said it would take up to 8 weeks for delivery but when I said that the woman told me her boss said they had one and would ship it. I knew when the invoice came electronically they were shipping the wrong watch - the one I wanted was $3190, the invoice was for $3075. I called and they said to ignore that invoice, it was just an automatic email based off the original order.The next day, as promised (next day shipping) the watch came and indeed it was the wrong watch. It was a black band but the face wasn't right. After speaking with them they told me to return it and they would send out the right watch. I had to pay $55.65 to ship it back to them USPS because they required insurance. I followed up with them to make sure they recieved the watch and they did. I then asked for a refund for the retrun shipping since the watch sent was an error on their end. Peter Grant, the GM, offered me $15. At this point I didn't want the new watch, I was so frustrated and disappointed with the lack of customer care that I didn't want to give them my business.After a few calls with Peter, and after he spoke with his employees, he said he would refund me less 5% of the watch's value, or $153.75 because it was my error. He said that the terms "dial" and "face" are used interchangeably (who knew) and that it was my fault and that I ordered the wrong watch. I told him I would dispute the charges and he said fine and refunded me less 10% (restocking fee). So I now paid $363.15 (10% of watch and shipping) for an item they sent me because of a miscommunication.I have a dispute filed with PayPal that I be refunded the $307.50 and after speaking with Peter I know the refund will not be applied.I know this is a long story but this is all over $50.Desired Settlement: I would like the full refund of $3075 be applied. If this was my error I would pay the restocking fee. I make a ton of online purchases and never ran into a situation like this, espeically when I followed up with the business 3 times to let them know I knew the wrong product was being shipped.I spoke with a Marcus and Nick but Peter Grant was disrespectful and wouldn't work with me. All I wanted was shipping refunded, I would have bought the watch.

Business

Response:

This client is presenting an extraordinarily distorted rendition of the events which have taken place in regards to this order. The client placed an order for a timepiece. After having placed the order, she called us and informed us that she wants "the one with the green face" and the black band. "Face" and "dial" mean the same thing. When someone asks us for a green face or a green dial, it's all the same.

I searched from St Tropez to LA and couldn't find a better deal on my new Breitling Chronoliner. There is no reason to be bullied by the shops at the mall or boutiques any more because these folks have your best interest in mind. I will definitely be purchasing from them again.

To whom it may concern,

I am not a consumer to purchase products on line, or by phone. Especially

any high ticket items, however my experience on Friday when calling to inquire about the Tag Heuer watches was most amazing. Lena assisted me with my order, was not at all about making a sale, her priority was to make sure all my concerns and questions were answered. Best Customer Service (she tops Nordstrom's employees by far). I made my purchase during the phone call, when she and Amber followed up within a couple of hours, she took the time again to make a change to my order (I went with my 1st choice). I will most definitely be a client for life and will share my experience with family and friends.