AuthenticWatches.com

I purchased a watch for my husband for Christmas one year with the help of Peter at Authentic Watches. The watch my husband wanted wasn't available and Peter suggested that I order a different watch for my husband to open on Christmas and then return it and order the watch he wanted (which might take a few weeks to be in stock). I did that and promptly sent the watch back and ordered the correct watch. I was not issued a refund because without an exchange I was told I'd incur a restocking fee. Then we waited for the watch we wanted to become available. And waited. And waited. When Authentic Watches called 7 months later to tell me the watch was finally available, they also reported it was selling at a higher price. We decided not to purchase the watch at the higher price and asked that I be refunded for the watch I purchased and immediately returned 7 months earlier. I asked that I not be charged the restocking fee. I did not receive a refund. I called my credit card company and issued a complaint. They contacted Authentic watches and were told there was no information on my transaction. I have an order number but when I called Authentic Watches myself, I was told they wouldn't discuss the matter because my credit card company had gotten involved. They said I would be hearing from their "legal department". That was two years ago. They were uncooperative with my credit card company who eventually dropped the claim. Needless to say, I paid $1000 for a watch I don't have. The initial service appeared to be good, however, it turned into a nightmare. I would even have accepted the ability to make an exchange now.

Review: I placed an order for an in stock watch on 2/11/15 and mailed a check that cleared my bank on 2/23/15. On 2/27/15, I questioned customer service why the watch has not shipped yet. I was told that orders are not considered paid for during their "check clearing" period which would be on March 10th. I canceled this order on 2/27/15 through customer service. My cancelation was acknowledged in a 2/27/15 email from customer service which stated that my refund would be processed on 3/10/15. On 3/12/15, I received an email from a floor manager of authenticwatches.com about important matter he wanted to discuss. I called this floor manager immediately. He immediately started to question me as to why I was canceling this order His tone was aggressive. When I confirmed that I wanted to cancel, he began to threaten me with fees and penalties that would apply. This floor manager actually told me that he could charge me multiple restocking fees. It was a very hostile conversation. This restocking fee was never mentioned in the earlier email or conversations with customer service representatives. Why did it take 14 days to tell me about cancelation penalties? There was no mention of this from customer service. Authenticwatches.com has a very misleading banner on its website - NO RESTOCKING FEES. Their motto is Customer Satisfaction - Not just a priority, a promise.This was an in stock watch that I canceled 12 days before their "check clearing" period. This was not a real order according to authenticwatches.com until March 10. Today is March 17, 2015 and I still have not received any refund.I have purchased watches, and actually returned a watch previously without any penalty.Unfortunately I paid with a check. They seem unwilling to return my money, once they got ahold of it. Very disappointing experience.Desired Settlement: I would like a full refund. I have all documentation for your review (including emails) if needed.

Business

Response:

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.

Review: I purchased an Omega watch from AuthenticWatches.com. After having the authenticity of the watch questioned by a retail jeweler (and then again by several others), I took it into Omega of Chicago and requested that they authenticate the watch. Omega inspected the watch and indicated that there were significant concerns with the authenticity of the watch. They documented that all serial numbers were missing including from the internal components and also identified that key features were missing from the case. As such, Omega would not be willing to service/appraise the watch.My husband (wearer of the watch) contacted AuthenticWatches.com through their customer service phone line. They confirmed to him that it was not unlikely that the watch was missing the serial numbers because AuthenticWatches.com purchases watches in bulk and the serial numbers are removed so that they cannot be tied back to the source. They told us there was nothing we could do.I contacted AuthenticWatches.com through a Facebook review. The respondent to those posts claimed that AuthenticWatches.com does NOT sell any watches with serial numbers removed and that all watches sold are authentic. They posted that the warranty card and paper certificate should be enough to authenticate the watch. If our Omega watch is authentic, it should be able to pass the scrutiny of an official Omega (not just an authorized dealer) service center. I have had no less than 6 reputable jewelers in addition (& prior) to Omega look at the watch - all 6 questioned the authenticity.Desired Settlement: Real or not, if it cannot be authenticated/be appraised as authentic by an authorized Omega dealer, then it cannot be insured/sold as real. It is no more than an expensive paperweight. I would like to return the watch for a refund.

Business

Response:

All items we carry now, and at all times throughout our history, are indeed 100% authentic. We would like to address a few points:

Great service delivered on time to international destination.