AuthenticWatches.com

I have spoken to this client extensively, and we have made several concessionsI'm frankly shocked that this client has filed a complaint
Here are the facts:
The client was shipped a brand new, 100% authentic timepiece, as have been all 223,000+ timepieces
we have sold online.The client took the timepiece to an authorized dealer, which we did indeed recommend we do, which we would not have recommended had there been something nefarious at playAccording to the customer's account to me, they took the item to the back of the store for a while, out of the client's view Came back and told him they couldn't verify authenticity through a website, trusted.com.
The client then returned the timepiece for a refundUpon receipt, it was evident that the timepiece had been extensively, and intentionally, damagedThere were deep indentations on all four lugs, deep indentations and scratches on the side case, and several other scratches throughout the entire watchThere are several points to be made:
#1: The client told the store that the watch was purchased online, immediately creating a bias#2: No legitimate store would ever go to a website to check the authenticity of a timepieceMost replica timepieces have valid serial numbers (when a replica is made, they copy from a real model, and simply stamp that real serial number from the model onto thousands of replicas)#3: Had they gone to a website to check authenticity of a serial number, why would they need to take the item to the back? Why not simply look at the number and type it in to a website?
#4: Trusted.com has about 3-5% of serial numbers registered thereIt's entirely optional / voluntary for dealers to participateA vast majority don't
Here's what took place: Upon hearing the timepiece was purchased online, the representative (a manager, according to the customer's account), took the item to the back, out of the customer's sight, for a significant amount of timeThe customer then got it back and returned it, however, it had several severe, deep, unrepairable scratches and dents throughoutThe caveat is that none of these could be caused by wear, or even by accidentIt's literally impossible to get scratches in the areas that are scratched and dented without intentionally marking the itemsThis is what happened, either at the hands of the store or the customerWe have several pictures on file of these damages, of which we have attached to this replyWe offered to ship the watch back to the client, and even offered to provide him with the manufacturer's address so he can personally send it directly to the manufacturer for verificationHe stated he preferred to receive a refund, and seemed appreciative that we waived such a large chunk of the fee for himNo amount of refinishing can restore this timepiece to an even near-new stateThis timepiece has to be refinished, then sold as damaged.
In summary, this client purchased a brand new, authentic timepieceHe took it to a dealer who instilled doubt in its authenticity after discovering it was purchased online (standard issue)Either the dealer or client then damaged it, significantlyHe then returned it.
We are not able to absorb the immense costs of the damages incurred through no fault of our ownWe are unable to refund this client any additional amountOur costs far exceed what the client was assessed

I ordered a Montblanc watch from them and it arrived the very next dayThe watch came brand new and is GORGEOUSI took it to my jeweler to have it sized and he confirmed it was the real dealI ended up saving over $I highly recommend this companyThank you!

Initially, I was somewhat hesitant to order a Tissot watch from AuthenticWatches.com because of some negative reviews posted on the internetI finally decided to buy from them based on their Revdex.com rating, their association with Amazon and their high mark on ResellerRatingsI was really impressed with the ordering processSeveral hours after ordering I received a phone call from them verifying the watch I ordered and my addressThey did not try to change anything or sell me any additional itemsI ordered the watch on a Monday afternoon and it arrived the next morningIt was exactly as describedI am very happy with this purchaseHopefully, it will run flawlessly over the coming months and years

The company will do everything to avoid accepting warranty claims

Beautiful watches, great prices and excellent serviceWe have purchased three watches from them nowA TAG, Omega and a Mont BlancAll of the watches have been more beautiful than the pictures and have arrived on time, no delays and no problemsThe TAG I bought in and have had absolutely no concerns with it at allThe other two we purchased this month and are very pleasedWe will continue to enjoy doing business with them and enjoy these outstanding timepieces

Complaint:
I am rejecting this response because: I'm not sure if you received the message I typed on my phone so I'll start againThese people continue to lieI never knew the order was canceled until my son called to find out why the watch wasn't delivered AS PROMISED!! Authentic Watches told him they didn't know why it was cancelled, but that he should just reorder it and pay through Amazon which he did immediatelyThere was no mention of an alternate shipping address or wire payment, both of which I would have been happy to do IF I KNEW THERE WAS A PROBLEM!!
We found out the second order was canceled from Amazon, and they didn't know whyThe reason (as best I can surmise) is that they sold the watch for a higher price, or decided they could get me to pay a higher priceIsn't bait and switch illegal? Again, I would like the Revdex.com to put a warning or advisory or whatever it is you people do on this businessThis is a BAD COMPANY with horrible customer serviceI NEVER received a call back from these people even though was promised three times!! Again, the only way we found out anything was by us callingThere was NO EFFORT to work it outI have perfect credit, and have never been turned down for any purchaseThank you.
Regards,
*** ***

I placed a special ordered on January 27th 2016, it said deliver within 3months; However, months passed, I am still not receive anythingNo one even let me know what's going on until I called themIt deliver on May 16th I first wear the watches days after I received, within an hour, I realized the watches is defectiveI removed the watches immediately and put it back to the pouchThey give me instruction to send the watches back to repair? I bought the watches listed as BRAND NEW and waiting for so many months, they said needs to sent for repair, and the repair time is 2-4weeksNo return shipping label is provide, and I need to pay USPS registered mail to sent it backI am not willing to sent it back since I worry they will ruin my watches, but days later, I figured it there are more problems of the watchesAt this time, I can't keep the watches anymoreThey seems like don't care I got a defective watches since they already took my moneyI gave them a negative rev

I bought a $pilot's watch from this companyAfter a few months I tried it on my first solo cross-country flight as a student pilot: the watch stopped workingI sent it back to AW under warranty, they kept it for months, then sent it backThe watch stopped working again within the first week of receiving it back from them, they clearly did nothingI again sent the watch to them & they have now had it for almost months again, no updates, no replies to my emailsI left a review on their Revdex.com page a week ago & it has not been published

I apologize for ***'s responseWhile correct overall, Rolex is indeed one of the few upper echelon brands that still manufacture white dialsFor this particular series, the client is correct in that there is a white plastic dial version availableHowever, on the client's own entry of what he ordered (in this Revdex.com complaint), he put the following number:
114234-SLVRFO
That's broken down as: SLV (Silver, the dial he ordered) R (roman numerals) F (fluted, the type of bezel) O (oyster, the type of bracelet)
This client ordered the silver dial timepiece Here is the link to the item page:
http://www.authenticwatches.com/rolex-oyster-air-king-114234slvrfo.html
The dial is the same color as the case and braceletHere is the one the client is indicating he wants:
http://www.authenticwatches.com/rolex-oyster-air-king-114234whtrfo.html
This is modelo # 114234WHTRFO (WHT for White)
This client did not order the white dialThe client ordered the silver dialThis is what was sent, after having special ordered it specifically for the client We are not able to issue a full refund, nor an exchange, on special order items, as articulated in our policiesWith regards to the manual being in Italian, the manuals on these timepieces are usually multilingualIf there is no English version in the manual, we will be happy to assist the client in getting this resolvedThe client can send in the manual and we will be happy to exchange it to an English version Thank you*** ***
AuthenticWatches.com

Beware of ordering from Authentic Watches They sent me a defective watch and then blamed me for damaging it
If there is a problem with your order (and problems seem to happen often), they are very quick to blame the customer as an excuse to not address the problem
I got the watch I ordered, wound it, and put it on my wrist Literally minutes after it arrived at my place, I noticed it was running way fast Turns out it had a magnetized movement When I sent it in, Authentic Watches Customer Service said the problem was caused by me bumping the watch When I insisted this did not happen, they said I must have overwound it (not possible with the watch I got) The three reps I spoke to were extremely accusatory and refused to accept that the watch was not 100% problem free out of the box
Bottom line: they were clear that, since they inspect every watch they sell, the problem could not have been on their end They told me I was lucky the repair to my watch was covered by warranty They made it seem like they were doing me a favor Again, this "brand new" watch was defective out of the box
I did not appreciate being sent a defective watch, but I told them just to reimburse my shipping costs and that would be the end They refused I pressed the issue At first they offered me a discounted lifetime warranty (which is effectively worthless), but in the end they gave me a TINY discount on another watch I was planning on buying
I ended up coming out roughly $ahead, but mind you I had to spend another few thousand on another watch to do so
To reiterate, be very careful when ordering from Authentic Watches! I have two watches from them, and one of them came to me defective If you order from them and this happens to you (and in reading their reviews, this seems fairly common with them), they try to shift the blame to you instead of fixing the problem
I now think it's worth spending a bit more for the piece of mind knowing that you are not getting a defective watch

The TAG Heuer Carrera Calibre Automatic Chronograph timepiece that I purchased in the summer of was sent back to Authenticwatches.com in April of for a warranty repair related to the chronograph function Roughly months later, I received the timepiece back in time for the 4th of July holiday weekend, where my family and I went to the beach After coming out of the water, I noticed water had gotten inside the case I immediately checked the crown to see if I had left it loose, but that was down tight I then checked the bottom of the case and noticed that it was loose, and could continue to be loosened without much effort, which allowed the water to get in
That's where the issue lays: I completely understand that water damage is not protected by any warranty, however when a vendor claims that during every repair process, a watch is always pressure tested according to manufacture specifications, there is no way that a watch would actually be shipped to a custo

I ordered a watch and sent a check on May 12th for the amount of $3, I never did receive the watch so I cancelled my order I was told I would receive a refund with to days and as of today I still have not received my refund I was told it was delivered to my address but it was not I even offered to have it sent via my fedex account and was told they could not do this

I recently purchased a watch bracelet off authentic watches for my omega seamaster watchI 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 shotAside from the Euro I saved using authentic watches I can honestly say the support and customer service I received was second to noneAll the staff I dealt with were extremely professional and friendlyThe delivery service was very quick and I received my purchase in three working days, from America to IrelandThe watch bracelet I received was legitimate and fit perfectly on my watchI am 100% satisfied with the service and product I received and will definitely be using them againMany thanks to all the staff once again
Graham

This client returned his watch, citing it just stopped workingUpon receipt, the timepiece is full of impact points and scratches, and loose parts from impact can be clearly observed through the clear case-back of his timepieceWe informed the client that damage due to impact is not
covered under warranty, as outlined in our policies and proceduresThe client's response was that he has never impacted itWe have enclosed several photographsThis timepiece has had in excess of impacts, all of which were strong enough to indent solid stainless steelWe have also enclosed a photo from the back of the timepiece showing that the impacts have, at the least, damaged and dislodged one of the screws in the movementThis client wants the timepiece to be repaired free of chargeHowever, because the client has clearly damaged the timepiece (clearly evident externally and internally)Damages due to impact are not covered under warranty, and the timepiece cannot be repaired free of chargeThank you

To,
The Customer Services President
AW Corp
Moorpark, CA
Subject: ReRMA # 18***
Dear Sir/Madam
I’m writing to you to request a status update on RMA #18***I have not received a firm update even after trying for updates for weeksI have called the call center atleast times (I have the recordings of my phone calls) and been unable to get updatesI have tried to contact customer service via email and I have been unable to get any firm updates
When I call the service center, I’m told they don’t have an updateThey then put me on hold to talk to the service managerI always get the same response “the service manager is not on his desk and he will call me back”Even after trying for times, I have not heard back from service manager
I’m attaching a print out of my email conversationAs you can see I was promised that the watch will be returned within a week from April 11th but that has not happened as of now (April 19th 2016)As you can also see I go

The fact that we have been selling on Amazon for over years proves that we do not sell fake watches Internet e-commerce giants such as Amazon would not do business with companies like us and jeopardize their reputation
The customer send the watch back to us once
in early We sent it to our Omega dealer and the needed repairs were performed Now a year later the customer is complaining the watch is not working, but he is not willing to return the watch to us
The customer has not provided us with any documentation from Omega stating that this watch is a counterfeit We have asked for such documentation numerous times We do not believe this to be true since the watch was purchased from an authorized Omega dealer We deal with only authorized dealers and therefore can guarantee the authenticity of every timepiece which we sell
Omega has multiple service centers in the world The customer would have to contact the specific center that the watch was serviced at This is highly unlikely given the multitude of service centers We simply return these watches to the dealer we purchase them from and they in turn send them to these service centers
Until we receive back the watch, we do not know why the timepiece is not functioning properly We also look forward to receiving and contesting any proof provided to the customer from Omega

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/

Watch ordered was not satisfactory Took full advantage of my consumer right to return the watch for a full refund ($USD) Required RMA authorization, which was obtained Website states original shipping/handling (FedEx) charges would be deducted from refund with no restocking fee if item is under $USD What they do NOT tell you is that to use the RMA they provide you are required to use USPS Registered Mail, an insured service which cost me an additional $USD out of pocket On top of that, once the watch was received back at the business, they took $USD out of my refund price to "cover their shipping expenses since they are an online business" I am now out of pocket $USD for a watch I returned in brand new condition This isn't appropriate, nor is this practice clearly explained on their website I consider this deceptive and advertising which leaves the consumer holding the bag Called to ask the merchant to at least credit back the $USD they sub

I have purchased Raymond Weil Maestro 2839-STC-watch in April for $1495, few months later they started having problems with data movement thus I put them in my table and didn't wear them for a long timeAt the end of summer I have sent the timepiece to be repaired under warrantyIn December I get the information that my watch requires a complete overhaul of the mechanism for $875, which is a movement maintenance procedure not covered under warrantyAs I have objected that 2-years watch (worn just few months) never need such service I was blamed by the retailer that I have damaged the timepiece and the warranty will not cover the damageIn this regard I asked to provide the official report signed by the service about the problem with watches and service need to be doneThe AuthenticWatches.com?-store refused to provide any information on thatThen on December I requested to return my watchUntil now I didn't get the timepiece
What I have noticed:
1)

This client's timepiece requires a movement maintenance procedure (also known as an overhaul)Movement maintenance procedures are required on timepieces from time to timeMany factors can contribute to a timepiece requiring a movement maintenance procedure sooner, rather than laterThese
include, but are not limited to, impacts, sustained vibrations, leaving the crown open, moisture infiltration, extended periods of non-use, etalExcessive impacts are the most common cause.We do not conduct any repairsWe ship the timepieces to the dealers from whom they are purchased, who in turn forward them to the service centerThe service center has advised that the timepiece requires a maintenance serviceThis is not speculation, nor conjecture; it is simply a fact, as determined by an authorized service centerAs the client has copied/pasted a portion of our policies, it is safe to assume he is aware of the page from which the narrow portion of the policy was copied from in order to paste it to this complaintHe did not post the exclusions to said warranty, which clearly articulate that movement maintenance services are not covered under warrantyHere is a link to our warranty policies in their entirety:
http://www.authenticwatches.com/authenticwatches-warranty.html
A link to these policies is on every single page of our websiteThe policies clearly outline, in no uncertain terms, that maintenance services and overhauls are not covered under warrantyNo one individual "owns" AuthenticWatches.com, and the account of calling our organization and speaking to someone claiming to be the "owner" is completely fabricatedIn regards to our Revdex.com rating, the Revdex.com has indeed rated us A+, and this neither fraudulent, complicit, incompetent, nor erroneousThe Revdex.com has our sales numbers and therefore realizes that although we have or so complaints spread out over a three year period, the percentage ration of complaints to sales is in the hundredths of one percent of our clienteleIn the three year period over which we have amassed approximately complaints, we have in excess of 80,orders (0.075% dissatisfaction rate)That means we have a 99.93% satisfaction rate; an "A+" by any standard employed by any grading systemThe complaints are indeed mainly geared toward the service sector of our businessThe reason for this is because many individuals feel that everything should be covered under warrantyThis is simply not the case with our, nor any other warranty offered by any companyAll warranties offered by all companies have terms and conditionsSaid terms outline the terms of coverage, and have exclusionsThe vast majority of our clients understand that damages, maintenance services, etalare not covered under warranty, and choose to remit payment or recall the timepieceA select few threaten to leave negative feedback in the hopes of manipulating the company into providing free services (as this client did with our representative "***" on 5/9/2016).
We are sorry, however, we are not able to cover the costs of the required movement maintenance service, as stipulated in our policies and procedures posted online, and as agreed upon at the time of checkoutFurther, we are not able to issue a refund, nor exchange, for said timepieceThe timepiece has been recalled from the dealer in accordance with the client's instructions, and will be returned to the client with no interventionWe apologize for any perceived inconvenience caused to this client