AuthenticWatches.com

complaint: I am rejecting this response because: I did not ship the watch until March because of travel and vacation I had to send them shipping information because they could not find the watchIt took almost two weeks from the time I sent it to the time they could say they found it The watch was worn for less than a week and was defective upon arrival I have been promised repeatedly the watch would be repaired and shipped on certain datesNone of it was trueI contacted Oris to see if they could do anythingBelow is there responseIf you want to spend time searching the web about this company you will quickly realize that their business practices are a joke and border on unethicalIt is clear they cannot deliver on the warranty side and that repairs maybe handled by unauthorized or poorly trained individuals (again just do some research)I am sure their no refund and no replacement policy is driven by the fact that they are not authorized representatives of the major brands they sellSo when something goes wrong they have to deal with it minus factory support I still want a replacement or a refund Sorry to hear about your experience They are NOT an authorized dealer of ours and get their watches overseas from the grey market We cannot authenticate that they sell authentic watches and the warrantee’s are only valid if purchased from an authorized dealer on our websiteThank you Regards, [redacted]

The watch I purchased form AW has mechanical problemsI found out by having to send the watch directly to the manufacturer myself because AW could not and/or would not diagnose the problem correctlyThey simply lack the competence to diagnose properly and have to rely on their retail contact, they simply act as a middle manIn any case, they did not stand behind their product and avoiding all responsibility for the mechanical issueEven after purchasing their "additional service" they avoid any responsibilityNow I have to spend hundreds of dollars to fix it on my ownPurchase with caution, if anything goes wrong, you may not get the best resolution to your problemI do NOT recommend AW, too risky and costly if anything goes wrong

bought a Tag Heuer watch that was discounted, however it broke after less than one year (unusual for a Tag as I've had several, but things happen)I returned it for repair under warranty, and was told that it needed 'an overhaul' that was not covered by warranty, and would cost $They further stated that all their work is sent out anyway, and none is done in house

Placed order Saturday night after hours onlineReceived multiple confirmations within minutes of placing the orderExcellent communication throughout the entire process and very efficientJust received my new watch today and it is 100% authentic and a great productVery impressed with this company over value for price and service they provide

This client purchased a timepiece two years ago and is experiencing issues with itWe 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 $being referenced.) She informed us that she did not believe the timepiece was authenticWe 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 authenticityThe client does not wish to return the timepiece for service through an RMA procedureRegrettably, 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 timepieceThank you

This client received his item on 1/27/He did not report any problems upon receiptThe 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 shippingThere were no flaws reported at the time of receiptThe 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 hours of receiptIt took the client seven days to indicate there is anything wrongThe strap was, in all probability, damaged or switched by the dealerInstallation of a strap and buckle takes any semi-competent jeweler approximately 1-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 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

All information contained in our forgoing communication is accurateThe client received exactly what was orderedThe 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 orderedThere was no discrepancy whatsoever in what was advertised to what was shipped (and subsequently returned.) Accordingly, we are not able to issue any further refundThank you

Complaint: I am rejecting this response because: The business has no records of having sent a functioning timepieceIt has no records that it at any time indicated there was an impact to the watch – the language sent to me stating "[a] movement maintenance service is advertised to be required every few years; however, there are a litany of factors that can necessitate service at more frequent intervals (impact, vibration, leaving the crown open, moisture infiltration, long periods of non-use, etc)." None of these potential causes are alleged to have occurred with my watch by this languageWhy include the other listed reasons if there was a clear identified cause? That defies logicThis boiler plate language, and there is no record of the watch having been impacted in 2014, or at any time prior to this complaint being filedThe business raises this now as a undocumented excuse for the timepieces failure to operate as advertised The timepiece never workedIt may well have been damaged – but if it was, that occurred prior to my getting possession of the timepiece because it never functionedThe business can make up a timeline with fabrications about alleged damage that was conveniently never documented – damage that in fact did not occur – but it doesn’t change the fact that the business sold a unmerchantable timepiece, and will be refunding the cost of the timepiece I do not attempt to pose an argument, I state a fact – the watch I was sold never worked properly The business was under an obligation to sell goods that are merchantable – it can disclaim this and point to its warranty, but this changes nothing with respect to its duties under law as a merchantIts policies may well be drafted to comply with the UCC – nonetheless, its conduct violates the obligations to sell merchantable goodsI make no claims at this point under the timepiece’s warranty – I revoke my acceptance of this unmerchantable good – as is my right under both California and New York State law – both of which I could elect to pursue a claim under It is fitting that the business has discovered the meaning of the word ‘prevarication’ – as it aligns well with its conduct in responding to this complaint and in its business practices Regards, [redacted]

This client placed an order and decided to remit payment via checkIn advance, we advise all clients who opt to remit payment by check that we will not ship the order prior to business days after the check has been deposited, in order to assure clearance of paymentThe client repeatedly emailed and called insisting that she can see that the check had already cleared, demanding that we send the item immediatelyWe 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 thatThe minimum business day period is necessary because it typically takes 8-days for a check with insufficient funds to be returnedFor example, if someone were perpetuating fraud, they can call us 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 fundsThis is standard policy and procedurePrior 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 upWe also cannot do this, as we require proof of shipment and delivery on any itemWe ship overnight via FedEx, so having come to pick it up will only have saved hours, had we been able to accommodate the requestHowever, we are unable to release the item, in any form, until the full 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 policiesIt takes 3-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 checksWe order the bank to issue a check, and the check is mailed directly from the bankThe client's refund check was mailed on 6/15/The client has informed us that she did not receive itWe initiated a trace with the bank, which confirmed that the check was indeed delivered to her address nearly three weeks agoAs 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 business daysThereafter, once the stop payment is confirmed, we will have the bank process a new check to be mailed to this clientThank you

This client has sent in a timepiece for service under warrantyThe client's timepiece arrived on 3/27/(not in January as claimed)The service has indeed been delayed, and this does happen from time to time, regrettablyHowever, the item is being serviced under warranty and we anticipate receipt of the item within the next 1/weeksWe will ship the item back to the client once service has been completedWe 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

I have purchased at least time pieces from AuthenticWatches going back to (they've only been Revdex.com accredited since 2014) My purchases ranged in prices from $up to $20,000+ Aside from a minor issue of them not accepting paypal or credit card payments for amounts in excess of $5,(understandable, given their prices and high credit card fees), my experience with the company has generally been very good Items arrive very fast and in great condition, all as described You need to know what it is you are purchasing (can be either new, old stock, or grey market watches, depending on the item), but since watch company warranties are crap anyway, there is nothing wrong with a good grey item watch - especially when you're getting it thousands of dollars below MSRP For an educated buyer, this is a very credible and respectable company to be dealing with

So years ago this christmas I purchased a TagHeuer watch for my husbandmonths 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 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 itNow I had purchased the year warranty on the watch and figured this might come in handyA 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 warrantyThey 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 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 productI feel dupedIt 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

Complaint: I am rejecting this response because: Point 1: AW request payments are made by money order for a reason and I suspect that reason is to rightly protect their business interestsI have included a direct lift (and the link) from one of a number of responses I obtained when I Googled "Can a bank money order bounce." The view that a money order cannot bounce was supported by Wells Fargo bank when I contacted them, having received the e mail from AW, informing me my money order had bouncedThis email demanded the $shipping fee plus $for bank fees!! My bank told me that not only could my money order not have bounced, they informed me that it had already been cashed by AWI cannot comment on AW's assertion that they coincidently had another customer from the UK at the same timealthough I doubt the authenticity of this claimWhat I can say is the geographical element is somewhat irrelevant as all of my dealings with AW have been conducted from my home in FloridaThe only material fact concerning the UK is that is where the watch has been shipped toI hope that this information helps the author to provide a logical argument which he /she concedes they have failed to doA money order is a document that tells a bank, credit union, building society or post office to pay you moneyUnlike cheques, money orders are prepaidMoney orders can't bounce due to insufficient funds since they are prepaid, but they can bounce due to others problem, such as suspected fraudMoney order payments | business.gov.au www.business.gov.au/business-topics/.../money-order-payments.aspx Point 2: I would like to explain why the words "it doesn't matter" were key tow how my interactions with AW have been so disappointingThe reason why this was so important to me was that at that, time the service and responses I had received from AW had already given rise to doubts about the credibility of the companyThis response compounded my doubts although I have never claimed these words were "Piercing," " Profane," or "Offensive." They are however poignant and insightful about the importance AW place on customer service I find it incredible that the author even uses the word "assert." When I raised this particular point with General Manager PG during one of my many calls, he apologisedI do not believe that I need any guidance on my use of English languageThe authors' view that the words have no impact on anything probably gives me an insight as to how AW value their customersAt that point AW had my $2290, my watch and were trying to get me to pay a further $The author refers to my numerous calls to AW, most of which were as a result of missed deadlines and promises of return calls that never materialisedI refer to the closing comment from one of AW's agents in an email dated May 1st 2015, inviting me to contact AW should I have any questions or concernsIts fair to say I had many concerns about AW business practices, concerns that I only felt comfortable committing to paper once my watch was safely back in my possessionAnd let us not forget AW's GM has partially accepted that the delays and service I have received were unacceptable and merited them reducing my fees by $In his e mail dated 22nd September he confirmed this reduction and closed stating "sorry again for all of the previous delays." Point 3: In response to point the author indicates that AW provided me, in writing, a report that the services rendered were a crown replacement, middle case replacement and a maintenance serviceOn September 21st I received an e mail from GM PG, documenting that my watch required " a new case and crown." Nothing was mentioned about a maintenance service being carried outThe e mail contained a request for $which I refused to payAs stated above I eventually paid $I cannot think that any reputable business would consider that this would be the only paperwork a customer would expect following such a transactionNo formal invoice, no receipt for my payment and not even a compliments slip from AW in the boxAnd despite his pointed reference to calls I have had to make to AW, PG concluded his e mail "Please feel free to contact us if you have any further questions or concerns." I think I have made my pointPoint 4: It is wrong to say that I assert that there was a shipping error made by AWThis allegation was made by Fedex I suggest AW take a look at the tracking comments by Fedex which read: Clearance delay - Import STANSTED GB Description provided is insufficient to classify commodityFedex have informed me that that the £fee is an administrative feeThe author states that AW have already absorbed $" for no other reason than to please this client." This is a blatant falsehood as, as stated earlier, I have an email from GM, PG, dated 22nd September where he confirmed this reduction and closed stating "sorry again for all of the previous delays." The assertion that this was in the interest of good customer service is laughable after months, at least phone calls, numerous e mails and over $ At no point was I informed of any additional charges that I would be liable for in relation to returning the repaired watchAW made it clear about the duties to be levied on the original purchase in an e mail dated November 4th 2015.I am amazed that AW think there is a possibility of them ever being given the opportunity to provide me with any further productsI can only hope that I do not have to return my timepiece during the remain years of the watch warrantyInterestingly the information provided to Fedex, and Customs and Excise, states that AW are" returning a warranty repaired instrument at no cost." The declaration at the bottom of the invoice states that shipper confirms all information confirmed in the invoice to be true and correctit is signed by PeterDoes that mean I can expect refund of the full $732.00? Regards, K [redacted]

Okay, I bought my watch, Omega planet ocean $4200, from the seller After I received it I took off all the tags and stickers, but at that time, I found out there is a tiny crack on my dialAnd I asked to them to fix it, and sent back my watch to them After days, they said "it is fixed" and I didn't pay for it because it was manufacture defect After I got the repair-serviced watch, I found out they made a huge crack on my watch's back caseI sent the pictures of my watch to the seller, and it looks like they already knew about it They said " it could happen, when the omega service center open the back case with a tool, and it doesn't devalue your watch." I can't accept their opinionIt devalue my watch in anyway! I just wear my watch about hours, and it already has a huge crack which is made by seller and repair center's mistake So I asked them to give me information about the repair-center, that they called "omega service center", so I could contact the

Complaint: 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]

This company, either intentionally, or with flawed bookkeeping, appears to withholding from me $for a watch I paid for and returned I would never do business with them againI will have to take the time and money to sue them, and find out if their action is careless, as I would prefer to believe, or fraudulent After other employees recognized that the money was owed, an individual gentleman who identified himself as Peter Grant has claimed otherwise, wo any explanation of the admissions by company agents If others have been the victim of this company, and of Mr Grant, I would appreciate knowing about it[redacted]

This client has several complaints, and we will be happy to address themHere are the key elements: #- Client asserts money orders cannot bounce#- Client asserts that the words "It doesn't matter" were used sequentially during the course of one of the telephone calls he made to us#- Client asserts that there was no documentation included in the box; claims he doesn't know what was done to the watch#- Client asserts that a shipping error on our part cost him £ Complaint #1: This client has claimed that a money order cannot bounceThis is simply not trueI cannot provide a logical argument to a claim which is simply not trueMoney orders can, and do bounce; my previous statement on this matter is factual Complaint #2: The words "It doesn't matter" are words in the English language, and may be utilized to describe an event which does not have any impact on anything (hence, not mattering)I cannot speculate on the specific context in which these words, which the client seems to have memorized from five months ago, may or may not have been utteredThe client did repeatedly and incessantly contact us regarding this non-issue of the bounced money order which had precisely zero impact on the timeline of his repairPerhaps on one of his multiple, accusatory calls, he prompted a representative to respond with something along the lines of "With regards to the erroneous email we sent, it doesn't matter because we realized it wasn't your money order that had bounced right away, and therefore there were no ensuing delays." I can neither confirm, nor deny, that the piercing words of "It doesn't matter" were sequentially, or non-sequentially utilized by a representativeHad the words "It doesn't matter" been uttered, we don't see the utilization of such to be worthy of alleviating the client of the costs of repairs for substantially damaging his timepieceTo our knowledge, the words "It", "doesn't", nor "matter", are not profane nor offensive in any wayComplaint #3: No "documentation" is ever included with servicing The client was made aware of what services were rendered, because he received an estimate for said services (in writing), and the services he has paid for were providedThe services rendered were discussed repeatedly; the client called and discussed these services with me personallyOne of the telephone calls placed to us was on 9/22/15, where I personally explained to him all the services being renderedThe services rendered were: Crown replaced, middle case replaced, maintenance service Complaint #4: There were no errors in shipping the client his timepieceThe £the client is referring to are brokerage fees assessed for importation of goods from abroadOur policies and procedures clearly articulate that the duties, VAT, customs, import taxes, and/or brokerage fees are to be paid by the recipient This client will not receive any further discounts, refunds, rebates, nor any other form of compensationWe have absorbed $of the cost of repair for no reason other than to please this clientWe had no obligation whatsoever to absorb a portion of the cost of repairs, as it was a clear cut case of the client damaging the timepieceWe did so simply as a gesture of good customer service We are sorry to hear the client is so upset, however, no further discounts nor refunds can be issued on this, nor any future products or servicesThank you

There is no way a year old automatic watch movement can get worn out and/or lose its lubrication to the point where it needs an overhaul Breitling recommends a complete overhaul every 4-years, not every years as you claimed on the phone call https://www.breitling.com/us-en/service/maintenance-service/

This client's watch was received with impact points visible on the exterior, the crown was broken, and the movement had loose parts insideThere is not a way to indent solid steel, nor to knock loose tightly packed components, without traumatic force from the outsideThe fact that this timepiece has been subjected to impact is not a matter of debate; the timepiece has clearly been subjected to impact or multiple impactsThis is clearly evident to a layperson simply by inspecting the watch visuallyIn addition, the authorized service center has made the same conclusion We are not able to factor in a client's age, nor his experience with other watches, when determining the condition of this particular timepieceAny client, of any age, regardless of experience in wearing a watch, can impact a timepiece Our policies clearly stipulate that damage due to impact is not covered under warrantyIn addition, the client's grievance regarding the crown being broken is correct, however, as stated in our policies, crowns are not covered under warranty Here is a link to our policies regarding terms of coverage: http://www.authenticwatches.com/info.html# Here is an excerpt of the text applicable in this case: "The warranty does not cover damages caused by impact, vibrations, magnetic fields, or batteries; nor does it cover straps, bracelets, bezels, buckles, finishes, cases, dials, hands, crowns, buttons or crystalsIt also does not cover damage or defects arising from wear; nor does it cover overhauls, maintenance, scratches, accidents, misuse or return shipping" We are sorry for any inconvenience, however the service cannot be covered under warranty due to the aforementioned reasonsThis client has asked that we return the timepiece with no services rendered, and we have done so in accordance with the client's request

Complaint: I am rejecting this response because: The watch did not have significant wear when first returned for a refund There was no communication much less multiple times for $to be submittedThe only communication was their employee lying to me that ht e watch was under repair and should be ready in a couple of weeks Regards, [redacted]