AuthenticWatches.com

Complaint: 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 creditI have not been given any options, just had my money taken after the return and been given the run around Regards, D [redacted]

There is no gentler way to say this; this client is not being truthfulWe will be happy to address each falsehood individually: small;">Falsehood #- Client contends: "I placed an order for a watch from these guys over the phone as I live in Washington State" Facts: He did not place the order on the phoneHe placed it through the Amazon checkout system on Tue Jan 08:02:PST (Amazon screenshot, order #, and IP address from which online order was placed available upon request by Revdex.com) Falsehood #- Client contends: "I calle back short after to cancel the order as I decided it would be better for me to pay a little more to get it locallyI did not think it would be an issues as there web page states free returns." Facts: Client called back approximately hours after having placed the orderThe timing is important, as is the fact he placed it through Amazon CheckoutWhen placing an order through Amazon checkout, it comes through to us automatically verified, and is simply shippedAll we do is create a label, package, and shipWe do not take any part in the processing of the order (which will be addressed in falsehood #3)The assertion that there are "Free returns" is not accurate, as our policies clearly state that there is a 10% fee for the cancellation or return of any item over $5,Here's a link to our return policy: http://www.authenticwatches.com/authenticwatches-return-policy.html Falsehood #- Client contends: "When I called back they lady told me the order had not been completed and processed yet but that they were going to process it anyway so that they could charge me a shipping and restocking fee" Facts: The client placed the order on AmazonWe don't take any part in processing itIt already comes through as processedThe processed order was already shipped via FedExHere is a direct copy/paste from our system: " > Jan 12:58: Marked Cancelled; reason given: other: tried to cancel already shipped." We aren't able to provide full tracking numbers in a public forum (just like I can't provide the Amazon screenshot here, because it contains private information)However, we have included a copy of the screenshot from the FedEx website with portions of the tracking number redactedOnce an order is placed and processed for any item over $5000, there is indeed a 10% cancellation or restocking fee as outlined in our policies The client's assertion that we intentionally processed the order just so we can charge him is ludicrous It's automatically doneIt takes less than minutes for Amazon orders, because they already come through processed, and all we have to do is copy/paste the client's name and address onto a label, and have the shipping department shipThe entire process takes only a few minutesThis client waited hours to cancel the order We are not able to issue a full refund on items over $which have been processed and shippedWe apologize for any inconvenience

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)

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

We are not able to accept the client's claim as validAll businesses use an asterisk after an advertised claim indicating there are terms and conditionsThe client is asking that all policies be posted on the home pageThis is not feasible, as there are pages of policies, and these cannot be posted on every page of the website The business model is to put an asterisk to denote there are terms and conditions which applyThere is no company in the world that posts all of their policies on every page, and there is nothing covert or nefarious about having the link, the the asterisk, link to our full policiesIt is the client's responsibility to know the policies of the company the client purchases fromOur system will not allow you to checkout unless all of the policies have been agreed toWe are sorry, however we are not able to waive our policies for this client

I have spoken extensively with this client today The timepiece was returned damaged, as evidenced by the photographs previously attachedThe client claims there is "a scratch" on the bezelIn reality, the entire bezel is full of scratches and impact pointsFurther, the entire case is full of scratches and impact pointsThe client continuously, and repeatedly, referred to the call he had placed a year agoInsisting it wasn't the crown He stated he had called because there was a scratch on the bezelThis makes no senseAn analogy would be for me to call Ford a year after purchasing my car to report a scratch in the paint, and citing it as a defect Upon informing the client that the massive impact point located on the lug of the watch is what may have caused the movement to stop, he informed me that he remembers the impact happened months ago, so that couldn't be it Moments later, he said that it had happened a year ago, and that he wasn't calling about the crown or the bezel, but he was calling to report that impact point on the lug! The client has repeatedly modified his account, and has repeatedly attempted to evade responsibility for having levied severe damage to his timepieceAgain, photographs of the timepiece were attached in our initial responseHowever, all of this is a moot point The timepiece is being shipped to the authorized service center for analysis, and an estimate for repair of the damages will be provided to the clientHe can, at that point, remit payment and accept, or request that we recall the timepiece to be returned to himWe do not have any documentation regarding the manufacture date of the timepiece, nor would we provide the client with internal company documentation had we had such

I purchased a Tag Heuer Carrera watch on July 8, from Authenticwatches.com for the purchase price of $ Authenticwatches.com shipped the watch overnight and I received it the next day Authenticwatches.com advertised the watch on their website as having a year limited warranty, however, Authenticwatches.com shipped a warranty card that describes the warranty as a time period lasting for the duration of my ownership, they will repair the watch free of charge, covering the movement of the timepiece In April of 2016, the watch started losing time, approximately minutes per day I contacted Authenticwatches.com to arrange for service and they stated it would be covered under warranty and provided instructions and a RMA number of for shipping the watch back to them They also requested, and I included, a money order in the amount of $for return shipping back to me USPS tracking shows they received the watch on April 1, On July 22, Authenticwa

I placed and cancelled this order within a span of five minutes, since it wasn't until I got the confirmation email that it would take three months to receive it I was ensured by email (from "Lauren") and phone calls that I would receive a full refund (minus $for "restocking") within one to three days Nothing has been done! I have all emails to proved they acknowledged I cancelled this order the same day I ordered it (12/20/16)

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 dayVery 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

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 on top of the I had already paidThe General Manager, Peter, said it happens sometimes and they don't have to sell me the watch I just purchasedI wasn't even aware a business could do this, but I guess I was wrongIt has now been 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 WatchesShoppers beware!!!

Complaint: I am rejecting this response because: 1) Firstly, which is the most important, the watches was sent within the warranty periodBut if the AuthenticWatches.com is trying so hard to defame me, I propose to speak only factsI still repeat that I have noticed problems with data movement NOT IMMEDIATELY and NOT FROM THE START but after few month of wearingPlease, do not misquote me and express your thoughts clearlyI also recognize that I am not able to prove that I haven't been wearing watches for all the time but you also not able to prove the contraryYour guess about "several years of wearing" is groundlessI do not object that I have sent the watches without strap (because my hand always sweats under leather bracelet and 3-month is more than enough for me to tear it)I also mentioned its damage and data movement problem in my email from December 12, 2014, which you have received and respondedIn this email I firstly noted that I am going to send the watches for the repair but I sent it only on August 25, (the check from UPSP can be provided), after more than month because I have other watches to wear and on of them I also purchased from AuthenticWatches.com for more than $The "major impact" which was mentioned are the scratches - this is an emotional description which is also untenableThe discussed watches is made from soft metal and can be scratched easilyYou are not able to prove that the watches were worn not carefully2) My request is very reasonable and must be satisfiedWhether you have defined that the only reason to fix the problem with data movement is a complete overhaul of the mechanism which you have stated is the exclusion from your warranty terms I do want to understand how you made that conclusionIn this regard and as you were stating that you have performed the "examination by the technician" I am asking to provide that information in written and signed by official representative AuthenticWatches.comDespite you have stated that my watches are not going to be serviced by the warranty, you didn't provide any information and tenable proof of that conclusionI am also asking to provide me full description of $overhaul for $watchesI mean what is going to be done within "overhaul"3) Yes, you have the link to you warranty terms on the web-site where you have stated that you will "repair the movement of this timepiece free of charge if such movement proves to be defective in material or workmanship under use"Could you please, explain how I am being a customer can find out where and when watches requires the "repair" or needs "overhauls" which you have excluded from your warrantyAnd what is keeping you away from telling everyone that the watches requires complete overhaulIn this regard I assume that your warranty do not work at all because your customers are not able to tell and prove anythingI also want to mention that your store is using "Warranty" in marketing purposes to attract clients and to promote their trust to youIn this regard, I assume that you use information that is misleading customers4) Please, stop providing information about our communicationAll our correspondence was saved at my email and can be providedThis is already the third time when I have noticed you are trying to defame me in a very disrespected mannerJust to point everything, you are stating on your website that " Our turn around time on most repairs is twice as fast as any service center(most delays in service centers are caused by simple handling time)"This is another example of your misleading statementIn this regard, I want to mention that, I have sent the watches on August 25, (USPS check is saved)On November 3rd, (MORE THAN TWO MONTH AFTER and only because I have started calling) I have received the letter from you (email is saved) that you "have received an update on my repair from the authorized dealerThe manufacturer has informed you that there will be significant delay (another weeks) on your item's repairThe next available update should be near 12/3/15." Next on December 4, I got the information from you (email is saved) that "After a thorough examination by the technician, it has been determined that your watch requires a complete overhaul of the mechanism, which is a movement maintenance procedure not covered under our warrantyThe cost for the required service is $875"On December 7th, I have responded that "I assume that you have refused to repair my watchesYou did not provide any proof that they need a complete overhaul of the mechanismI am waiting for you to send me my timepiece back"Then I sent emails on February 2nd, 2016, February 21st, and April 4th, asking if you are returning my watchesYOU STILL DIDN'T PROVIDE ANY SIGNIFICANT INFORMATION TO MY EMAIL AND THIS IS ALREADY MONTH SINCE DECEMBERMoreover you are already keeping my watches for MONTH OVERALL Overall I already concluded that the behavior of the AuthenticWatches.com's representative is very far away from fair practiceAll the claim resolution process is based on defaming of the client which has trusted to the store and spent his moneyThere are a lot of misleading statements to attract and horrible attitude after the money was spentAnd what is the most surprising that AuthenticWatches.com misquotes and uses information and a lot of emotional expressions to show its client in a bad manner publicly Regards, [redacted]

"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 wellThe items they offer are great--I have never had the least problem on that account, and pricing is extremely competitive A very satisfied customer!"

Bought a $3K TAG watch from Authentic watches (AW) .com. When I got it the box had a sticker (MADE in China). One of the side buttons grated when pushed. The clasp broke within a couple weeks of wearing it. The automatic winding wouldn't hold charge overnight requiring the time to be set every morning. Authentic watches said to send it to them to look at to see if it could be covered under warranty. Sent it off with return postage paid. After couple weeks they finally said it would be $600 to fix the "movement mechanism" and it would not be covered by warranty. I argued that the mechanism should be covered by the warranty. That is when the penny dropped and I realised the warranty was not a described by TAG for all TAG watched. Had they not been so opportunistic it might have ended there however I started to doubt the authenticity of the watch. VISA company got involved and spoke to Authentic watches. The investigator asked AW many questions, none of which they could answer; where the watch was sent for repair, had the watch been fixed, etc. The VISA investigator asked AW to return the watch without being repaired. The investigator predicted that we would never see the watch again as it was highly likely a fake. As predicted the watch was never returned and VISA returned our money thankfully. Complete SCAM. Fake watch and even greedier opportunism when people seek to get their watches fixed. Why VISA companies cannot blacklist such firms is beyond me. BBB's reputation is severely compromised in my eyes if they do not remove this firm.

This client purchased his timepiece on 10/13/14, and he did indeed return it approximately months later with an issueThe issue was that he impacted the timepiece, causing a screw inside the movement to come loose and obstruct the rotorAlthough this is not covered under warranty, we had it quickly serviced as a one time courtesy.He sent the timepiece back one year and seven months after purchase, citing it was gaining minutes per dayUpon evaluation, it was determined that the timepiece requires a movement maintenance service, which is not covered under warranty, and the client was forwarded an estimateMovement maintenance services are not covered under warranty, as outlined in our policies, as well as on our warranty cardIt is not customary to dissect the "Movement Maintenance", as the causes for why it is necessary can varyHowever, in this client's case, given his litany of responses and demands, as well as his repeated prevarication regarding merchantability of the timepiece, we will be happy to provide the cause for the movement maintenance service requirement: The timepiece has been impacted (yet again)The timepiece has been subjected to an impact, causing damage to the hairspring, necessitating a movement maintenance service to rectifyWith regards to the client's demands, we have copy/pasted a portion of his email: "I'd like to receive a merchantable watch that functions as intended or a refund in the amount of $million - approximately $of which would be for the watch, and the remainder for time wasted." We cannot repair the timepiece free of charge every time the client damages the timepiece, as our warranties also clearly outline that damages are not covered under warrantyWe cannot issue this client a refund, as he has worn the timepiece in excess of one year, and has damaged the timepieceOur policies clearly outline that a timepiece cannot be returned once wornFinally, we cannot refund the client $Million as he has previously demanded, as we cannot see any reason why the client would be entitled to $million for damaging his timepiece The timepiece has been returned to the client with no services rendered due to his refusal to remit payment for the services requiredThank you

So pleased I was with my recent purchase of a TAG Carrera I had a great experience with Authentic Watches and I am impressed by the great condition of the watch Since I bought a store display model, I wasn’t sure how it would look I received it yesterday and I am extremely satisfied I’ll be back in no time (ha, no pun intended)!

Cannot praise authentic watches enoughService quality is top grade with very helpful and well informed staff; I ordered a watch from my home in Poland for delivery to a New York hotel a week later to coincide with my 10th wedding anniversary trip with my wife - and everything was dealt with like a well oiled Swiss watch!! Add to that the fact that the price was unbelievable and for me you can see exactly why this website is so well used and reputed My 1st purchase with them but for sure it will not be the last Thank you very much to all the authentic team!!

Complaint: I am rejecting this response because:Tag Heuer did not provide this company the watch they sold into me without the guarantee cardI would like the card so that I can have the faulty watch repaired by Tag HeuerWhy the constant desperate clutching at how other companies do things? This is starting to sound as though I have been sold a fake Tag by themIt is of no benefit to this company that I spend £sending my watch from the UK to the US for repair when I have a Tag Heuer shop near to me and it will not cost a penny to have it repaired The policies of the store do not override consumer law and fairnessTag give an international warranty with every single watch that comes from themI would simply like my warranty if this watch is indeed not a fake Regards, C [redacted]

This client purchased a TAG Heuer timepiece, which is, of course, 100% authenticThree years after purchase, the client contacted us and informed us his timepiece was not keeping proper timeWe issued a return authorization and sent the timepiece out for assessmentThe timepiece requires an overhaul, which is a routine movement maintenance service not covered under our warranty (just like a tuon a vehicle)We sent the client an estimate, and he refused to remit payment, requesting the timepiece be recalledWe have recalled the timepiece in accordance with his request and it will be returned to him.Here is a link to TAG Heuer's website detailing that a movement maintenance is required from time to time: http://customer-service.tagheuer.com/en-us/service/complete-quartz-overhaul-0The three years of ownership is completely for requiring a maintenance service.Here is a link to our policies, agreed to by the client at the time of checkout:http://www.authenticwatches.com/authenticwatches-warranty.htmlHere is the applicable text, verbatim:"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"The client is more than welcome to send the timepiece directly to TAG Heuer to authenticate, assess, and serviceThe client will find that the required service is "Maintenance II", as will be listed on the estimate he receives from TAG Heuer.We are unable to issue a refund on a timepiece that has been worn for three yearsTo use a vehicular analogy, I cannot return my car to the dealer for a refund after driving it for three years, simply because I don't wish to pay for a tune upWe are sorry, however, we are not able to cover the cost of service, nor issue a refund, and the timepiece will be returned to the client with no intervention

My experience and ultimately the purchase of my Rolex with Authentic Watches has exceeded my expectationsBeing from Australia and the business located in the US, I was reluctant to buy something online especially to the tune of US$9KOperating from emails, I asked many questions; all of which were professionally replied toFrom Matt, to Jack, Roy, Amber and Laz...every one of them were responded toAfter checking other testimonials, particularly the ones ordered outside of the US, I decided to take the plunge and ordered my RolexThe watch was ordered on the Thursday and I received it the following week on TuesdayI couldn't believe how quickly I received this...I thought something wasn't rightFor such a significant purchase online, I wanted to be sure I didn't get something less than authenticAfter having this verified from Rolex in Melbourne, Australia, I'm comforted by the purchaseThese guys are the real dealAnd I love my watch! Only downside is having to do any warranty works by sending the watch back to the US, but I'm sure Authentic Watches will advise and look after me when that time comes

This client ordered a timepiece for shipment to RussiaThe item was shipped via USPS tracking # EI######027US The client claims they never received the itemWe received this package back, completely empty, with the contents removedWe filed a claim with the USPS They denied the claim We filed an appeal with USPS They denied the appealWe are not able to issue refunds, nor replacement items, unless the insurer pays the claimThis is clearly articulated in our policies and procedures Our system will not allow checkout until these policies have been agreed toThe client agreed to these policies upon checkoutThis policy is universalNo company will ever simply reimburse for, nor replace an item, unless paid on the claim by the courierThe reason for that policy is that the courier conducts an investigation, and determines the outcome of said investigationOtherwise, every company would simply pay a client, or send a new item, every time the client claims they did not receive it We are sorry, however, once a claim is denied by USPS, and the appeal to the denial is also denied by USPS, there are no further steps we can takeWe are not able to issue a refund, nor a replacement, as all claims and appeals have been denied by the insurerWe apologize for any inconvenienceSincerely, AuthenticWatches.com