Baron & Leeds

We are in receipt of your letter from a concerned consumer. The matter has been resolved and this consumer and refund was issued to the customer. However, here is our view of the situation with the consumer.The customer purchased the watch on June 6, 2016 from our store and a copy of the receipt is...

attached for your reference. The customer at the time was informed by our sales associate of our return policy which is that there are no refunds, but since this watch was a gift, they could exchange it for another time piece of equal or greater value. It is written on the receipt the way it was verbally explained to the customer.On June 18 the customer came back to the Boutique to return the watch as they indicated to our manager that they found the watch cheaper from another retailer who is not an authorized Rolex dealer. Our manager informed the customer that it was explained to them that they could only exchange the watch for another watch of equal or greater value. They proceeded to pick out another watch which cost more, but wanted a discount of 30% on that watch. Our manager explained that we could not do that kind of discount. Our staff attempted to work with them to find another timepiece that they would like, but the customer would not accept anything unless we gave them a 20-30% discount which we could not do. The customer wanted the authorities called. Costa Mesa PD came by per their request and told the customer that the watch is their property since they purchased it and if they left it at the Boutique they would have to take it in as "lost property" so it would be better if they left with their watch which they did.We are an authorized Rolex dealer and sell at the suggested retail price as provided by Rolex USA. The consumer went to a NON authorized dealer who quoted them a discounted price.

I am responding to the delivery issue made by Mr. **. Please note that we have resolved this issue directly with the customer and refunded the $200.However, in response to their complaint, our Boutique sent out the watch as requested by the customer for delivery on July 14". Per Federal Express,...

they attempted to deliver the watch on the 14, however no one was available to accept delivery. All of our delivered packages require adult signature. The Customer called and Complained that it was not delivered and he immediately wanted us to give him a large discount. Our associate apologized and explained that we could not accommodate his request and federal express would deliver on their next business day. Our manager also attempted to contact the Customer several times and they did not take any of the calls. The customer then refused the package when delivery was attempted on July 17th. Since we sent the package on the date requested by the customer, the customer was not available to accept delivery, we incurred delivery fees and the customer then refused the package our store manager authorized a refund for the watch less our fee to obtain a new warranty and the original delivery fee.