AuthenticWatches.com

Purchased a Taq Heuer Link for my wife's 50th Birthday.

I live in Singapore so I was not very sure if Authentic Watches was credible but their website was very detailed, informative and assuring.

The prices were also very attractive.

I purchase the Tag Heuer Link and it was processed almost immediately and shipped immediately too - next day. Very Impressive

I received the watch yesterday and its exactly what I ordered and just perfect.

Will definitely buy again and have already recommended friends.

Very Happy

Review: In Nov 14 I bought a Breitling watch from AW. The watch was delivered to me at my UK address, Dec 14. In early 15 the watch developed a problem with the crown/winder. In May 2015 I contacted AW and, as directed, I returned the watch to AW. I enclosed a $50 money order to cover the postage costs of having my watch delivered to my UK address. On June 2 I received an email from AW informing me that my money order had been rejected by the bank. I contacted my bank who told me that the money order had been cashed by AW. I contacted AW who told me that there had been a mix up at their end. I asked them to clarify what exactly had happened and was the error at the bank or at AW? I was amazed to be told " It doesn't matter, its been resolved." This was the start of a catalogue of major service issues that I had with this company over the handling of the repair of my watch. Whenever I contacted the company no-one at AW seemed to know where my watch was or how long it would take to get my watch back. After 4 months I was told that my watch needed to be sent back to Breitling and that it needed a new crown and a new case. I was informed that this work was not covered under warranty and that there would be a charge of $932. I was angry at the cost of the repair and also that it had taken that amount of time. I asked to speak to a manager and was passed to Mr Grant, the GM. I listened to Mr G's list of excuses and he listened to my complaints about the ridiculous delays. He agreed to waive $200. I was given a new date when AW expected my watch to be returned to me. This date,and 2 others lapsed. When I again complained to Mr G he

claimed that he had not factored in delays caused by Thanksgiving!! He agreed that he would do all he could to Fast Track the work and that I would be kept updated. In mid December I called AW and was told my watch was back with them. My watch came back to me on Dec 23. AW had had the watch for 7 of the 12 months. The service I have received has been appalling. Buy with CAUTION.Desired Settlement: During my dealings with AW I had to be patient as at one point they had my watch and my money. I was concerned that, having originally bought the watch online, I might never see either again. I have never been comfortable as to why the repair needed new case. When my repaired watch arrived there was absolutely no paperwork with it explaining what work had been carried out. I will be having my timepiece checked by my local authorised Breitling dealer. I require compensation for the inconvenience

Business

Response:

This client purchased a Breitling watch and returned it for service.

Review: I purchased an alleged Cartier Roadster XL W6206019 from your company on or about March 19, 2015 for the price of $6,275.00. On your website, authenticwatches.com, you represented that the watch was authentic and BRAND NEW. I received the watch on or about March 20, 2015. When I opened the shipping box and opened the interior padded envelope, I pulled out the Cartier white box. It was so damaged (torn and ripped) that I had to wrap the watch for my husband in the Cartier red box that was inside the white box.

On my husbands birthday, March 26, 2015, I gave him the watch. On March 28, 2015, he went to C.. Peacock in Oak Brook, Illinois to have a link taken out of the watch. The Watchmaker at C.. Peacock, [redacted], indicated to my husband that he does not believe the watch from Authentic Watches is authentic. As a result, the watchmaker refused to modify or alter the

watch in any way.

On March 30, 2015, I called Authentic Watches to obtain a return authorization number and to confirm that, when I returned the watch, I would receive the full purchase price credited to my credit card. You indicated to me that, unless I had something in writing from C.. Peacock saying that the watch was not authentic, you could not refund 100% of the purchase price of the watch. You indicated that, without such a document C.. Peacock, the refund would be discounted by 10%. I disagreed with your statements, but in any event, I went to C.. Peacock within hours of our telephone conversation and had the watch reexamined by [redacted]. Attached please find the document from C.. Peacock indicating that, in [redacted] opinion, the alleged Roadster is not authentic or is defective because of the big gap between the case and the bezel at 10-12. I have also included his card if you wish to talk to him directly: ###-###-####.

I have now gone above and beyond to demonstrate to you that I did not get what I paid for here. I was told that I was to receive a new, authentic Cartier Roadster XL W6206019. This is not what I received. I ask that you now credit my American Express card in the full amount of the purchase price of $6,275.00. I have returned the watch in the same condition in which I received it, along with the red Cartier boxes and the paper work that I received from the company.

I understand that California’s Unfair Competition Law, Cal. Bus. Prof. Code 17200 et seq., operates to protect consumers like me in situations like this one. I hope that you will act as an honorable business and credit my credit card in the full purchase price amount. If your intention is to do something other than credit my credit card in the full purchase price amount, please notify me immediately by calling me at ###-###-####.Desired Settlement: I ask that you now credit my American Express card in the full amount of the purchase price of $6,275.00.

Business

Response:

We are sorry to hear the client is upset. However, the entire complaint is predicated on the incorrect assumption that the timepiece is not authentic. If you tell the store you're going to that you purchased the timepiece online, they will not be pleased to hear that they lost a multi-thousand dollar sale to an online competitor, and will not help you.

Review: The company is deceptive and misleading in their return policy. In bold red letters, the website states 30 DAY RETURN POLICY/ NO RESTOCKING FEE. I purchased a Breitling for my husband's wedding gift, valued at $5,920. He did not like the style, so I returned the watch within a week in the exact condition in which we received the watch. No packaging was removed, and nothing was altered. I was only refunded $5,328. The company charged a $592 restocking fee, after it clearly states on the website in bold red letters NO RESTOCKING FEE. When I called to complain, I was told that their policy is to charge a 10% restocking fee for watches valued over $5,000. This was inconspicuously written amidst paragraphs and paragraphs of fine print, under the heading in red bold letters that states NO RESTOCKING FEE.This is an unfair and misleading return policy, meant to deceive customers. Prior to making the purchase, I was never notified about the restocking fee. I believe that this company is trying to take advantage of customers. The restocking fee is unreasonable and far exceeds the actual cost to the company to restock the item. Instead, I believe the restocking fee is a penalty to the consumer for returning items. $592 for a restocking fee is ridiculous!Desired Settlement: I would like a full refund.

Business

Response:

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.

Review: This company sent me a product damaged and refuses to pay for a return label. They also offer free overnight shipping via Amazon, yet they provide no option to do so when you go to pay. It seems they pick and choose who they are willing to give good customer service to and who not.

AVOID THIS COMPANY AT ALL COSTS. Pay the extra money and go to a reputable brick and mortar store/company. They will offer you much better customer service. Go to Nordstrom or Sak, it may cost more but their services are for life and they are more than willing to do whatever it takes to make the customer happy. This company is not that.Desired Settlement: I want a fully prepaid refund label for my return and full refund of my purchase. That's it.

Business

Response:

This client received an brand new, completely factory fresh, intact timepiece. The client contacted us because the outer packaging of the outer box was "taped" and "seemed torn". We offered to simply ship him a brand new outer box. He refused, sighting that Steve Jobs was highly acclaimed for the outer box of the iPhone, making it an "overall experience". He wanted to return the timepiece instead, and opted to spend $3000 more in a brick and mortar store. We are happy to issue him a refund. however, we are unable to generate a return label. We apologize for any inconvenience, however, a return label will not be issued. Once the timepiece is received, the client will be issued a refund.

Review: The vendor confirmed in writing my order of a discounted watch from display. After the formal confirmation I received a follow-on call notifying the item being unavailable "due to manufacturing or availability issues".Desired Settlement: Delivery of the item as committed.

Business

Response:

This client placed an order on our website for a discontinued item. We immediately contacted the client to apologize, and informed him the item was discontinued and could not be obtained.

Review: My Fiance spent basically all of her savings to surprise me with a Rolex watch as a wedding gift. After being referred by a friend [redacted] went to authenticwatches.com to purchase what she thought was the exact watch that I wanted, upon receiving the watch we realized that the watch from the website picture (that's clearly white) came as a silver face. Assuming that she is given 30 day returns and 'no restocking fees' as plastered all over the website, she is regretfully informed that she would need to play a 10% restocking fee for either returning or exchanging the watch. (the exact same watch in a different color) because its a special order. Buried in fine print behind all of the misleading promotional material we are told that this watch was a 'special order' which is dictated nowhere. Apparently we were supposed to infer that its a special order because it didn't have overnight shipping. SO we are basically stuck with a $5280 watch because this sham of a company willfully hides their policy. $528 plus shipping to exchange a watch that is clearly white in its picture? This is beyond unfair. I was rudely handled when inquiring about the fee after my fianc called me crying because of the way she was treated. I cannot believe that this company is registered with the Revdex.com, as it is criminal what they are pulling. If you stand to charge 10% fees on $5,000 watches there should be clear disclosure and acceptance from the consumer of the full potential fees. I can say with 1000% certainty that [redacted] had 0% of this policy until she was told over the phone.Desired Settlement: All I want is the replacement for the watch that was pictured on the website. It's insane to believe that I can't exchange a full price product for a model of the same price in another color. And I would also like them to change their policy to verbally warn consumers of these potential costs, as its impossible to know these rules prior to purchase.Please help, no one should ever have to go through this again.

Business

Response:

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.)

Review: My wife purchased a Tag Heuer watch a a wedding gift for me back in May 2012. It came with a three-year waranty from the Authentic watches.com) which was apparently even better than the manufacturer waranty. We paid over 3000$ for this watch. In June 2013 the mechanism stopped working completely despite a few attemps at manually winding up the watch. I contacted AuthenticWatches.com which mentionned to send the watch back to them for repair, which we did. When they got it, they wrote back to me stating and insinuatin that the watch had sufferred "multiple impacts" and that it would require "complete overhaul" and that it would costs us 365$ to repair it, since their so called "warranty" does not cover damages from impact. They are thus insunuating that I subjected my watch to multiple impacts and that the impacts to the watch is the cause for it not functionning. I strongly disagree with their comment as I have never been careless with my watch. To me this is an easy way for AuthenticWatches.com to get out of its so called "warranty" as well as a way to make money of it.Desired Settlement: I would expect AuthenticWatches.com to honor its warranty and repair the watch at their own expense.

Business

Response:

The clients watch arrived with multiple impact points clearly visible to the naked eye. The client has repeatedly emailed us indicating that he is offended by the "insinuation" that there are impacts on the watch, extrapolating from the report that we are accusing him of misuse. This is not the case. We are obligated to observe and report on facts. The reason we have informed him that there are impact points on the timepiece is because there are indeed impact points on the timepiece. Specifically, the watch has impact points on bezel, at 5, 6, 10, and 1 o'clock, as well as on 7 o'clock lug & on 1 o'clock lug. These are not insinuations; they are facts. Our policies clearly indicate that damage due to impact are not covered under warranty. Upon reporting these facts, the client demanded we repair the watch free of charge, threatened legal action, and finally, asked that we return it. The client's timepiece has been recalled from the dealer and will be returned to him in the same condition in which it was received. To use an analogy, you cannot purchase a car, crash it 6 times (there are 6 impact points on his watch), take it back to the car dealer, say it was defective, and imply that the dealer is insinuating wrongdoing by pointing out the fact that there are 6 obvious crash point dents on the car. We are sorry the client feels this to be inaccurate, however the fact of the matter is that this watch has been damaged by having been subjected to multiple impacts, and a warranty does not cover damages. We will return the timepiece to the client in the same condition in which it has been received.

Consumer

Response:

Review: 9607639

I am rejecting this response because:

As stated previously, I have a hard time understanding how the company can state that my watch has been subject to « multiple impacts ». They are thus inferring the following:

1. That so called “marks” on the watch were due to multiple impacts

2. That somehow, such “impacts” caused the watch to stop functioning

3. That since the watch was subject to multiple impact, I must have been careless (their analogy to the car further makes it sound like I was careless with the watch)

Again, I am a professional accountant and have always been careful with my watch and I never wear it outside of work or special events. This is a $3,000 watch, therefore, I am careful with it.

To make a car analogy, when someone buys a car and uses it under normal conditions as any reasonable person would, and the transmission breaks down after one year, the repair of the transmission is covered under warranty.

When one buys a $3,000 Tag Heuer watch, one would expect such watch to be fit for the ordinary purpose for which it is intended to be used. Again, this is a $3,000 Tag Heuer watch that stopped functioning after just one year and being worn under normal conditions.

Business

Response:

The timepiece has been impacted. The description of "marks" is inaccurate. They are impact points. It takes force to physically indent stainless steel. The impact points are very clearly visible in 6 distinct places on the timepiece as previously described. Neither duration of ownership, nor profession, have any bearing on the fact that the client has impacted his timepiece multiple times. As a result, we are unable to cover any portion of the repair.

Authentic Watches sent me a beautiful watch much faster than I expected. I will do business with them again. Highly recommended.

I ordered an Oris Aquis Date Divers watch and it was delivered in excellent condition by Fedex within 1 week in The Netherlands! The watch is a 100% authentic masterpiece, the price is very good and the contacts with the sales staff were also very good. Quick replies on all my questions. if I am in the market for another high quality watch I will surely buy it at AuthenticWatches.

I am from Brisbane, Australia - the service and staff from Authentic Watches in the US went over and above any customer service standard I have experienced anywhere in the world - I would thoroughly recommend them.

Great company, great response to all my questions, free overnight shipping from California to Massachusetts, great prices and a great selection of watches at the lowest prices around. Will use again

Authentic watches offered very kind customer and fast shipping service.

I highly recommend this company to everyone who want to buy high quality watches.

I am 100% happy with my watch from authentic watches.

Thanks again.

Review: On 8/18/2014, I mailed an Omega wristwatch to the repair department of Authentic Watches (AW). On 8/25/2014, I called AW and was told that my watch was waiting until repair people could give a repair cost estimate. On 8/29/2014, I received an email from Samantha at AW that said the watch is awaiting inspection to determine the repair cost estimate. Later on 8/29/2014, I received another email from AW requesting me to send $30 for return postage before work could begin on my watch. On 9/2/2014, I mailed a $30 check to AW. On 9/8/2014, I received an email from Bella at AW that said my payment arrived and my watch would be processed for a repair cost estimate. I was hospitalized for 5 weeks from mid Oct. 2014 until early Nov. 2014 and I was unable to communicate during that time. On 10/15/2014, I received an email from the Service Department at AW which quoted me a cost of $442 for "a complete overhaul and a new crystal", $75 for "Ultrasonic Deep Cleaning", and $150 for "Full Refinishing Service (complete refinishing of the case and bracelet: includes ultrasonic cleaning)". On 11/13/2014, I received another email from the Service Department at AW that said I had 7 days from the date of the email to send my payment for my watch to be serviced. On 11/16/2014, I mailed a check for $592 to AW for the cost of the complete overhaul and replacement of the crystal and a full refinishing service. On 1/6/2015 I called AW and was told that the watch would be finished in 1 to 2 weeks. I called again on 2/9/2015, 2/10/2015, & 2/11/2015 and was treated rudely. I finally received my watch at the end of Feb. 2015. The crystal had been replaced, but other than that no repairs had been made. The watch does not self-wind, and the bracelet is scratched, the watch does not keep time, and the watch rattles when it is shaken.Desired Settlement: I demand to be made whole again with a full refund for the amount of $647.36. That will repay me for the $25.36 to ship my watch to Authentic Watches, the $30 for return postage from Authentic Watches, the $442 for a complete overhaul and a new crystal, and $150 for the full refinishing service. This refund will allow me to have my watch properly repaired at a certified Omega Watch repair facility.

Business

Response:

This client is not a client of ours. His timepiece was never purchased from us. The client has a watch that is 40-50 years old.

Review: I purchased a watch from AuthenticWatches.com in December 2013. The watch was defective. The watch still has not been repaired or replaced. Every date they have supplied for the return of the watch has not been accurate and has come and gone. They have done absolutely nothing to help get this resolved other than answering my emails.Desired Settlement: I either want a refund or a replacement. Immediately.

Business

Response:

This client has sent in a timepiece for service under warranty. The client's timepiece arrived on 3/27/2014 (not in January as claimed). The service has indeed been delayed, and this does happen from time to time, regrettably. However, the item is being serviced under warranty and we anticipate receipt of the item within the next 1/2 weeks. We will ship the item back to the client once service has been completed. We apologize, however we are not able to either refund, nor exchange, an item which has been used. We apologize for any inconvenience this delay may have caused.

Business

Response:

The client had initially claimed we had the timepiece since January, and now claims he did indeed send it in March. We do indeed acknowledge that there are delays, and apologize for any inconvenience. We anticipate completion within 1-2 weeks, and will ship the item to the client via FedEx as soon as it has arrived back from the dealer. We apologize again for any inconvenience caused by the delay.

Consumer

Response:

complaint: 10105461

very poor slow for repairing watch and bad customer service.

It take about 5 months to get the watch repair without any time frame

I purchased a omega watch for my wife's 40th bday. I ordered the watch Monday October 12. I told the sales person that it's for a birthday and I am running out of time, the watch was in my home in Calgary Canada the next day October 13. Very good price and promt service.

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

I don't usually shop online for items this expensive. However after reading the positive reviews and calling the company I thought I would give it a try. The watch is beautiful! It fit my arm perfectly. The only concern I have is the clasp is thick so it won't come off. If you have a small wrist, it might be slightly uncomfortable. I received a follow-up email from Authentic Watches. I would definitely purchase from them again.

I am French and I am very very happy with my purchase on your website.

Quick, professionnal, all is ok