Complaint: I am rejecting this response because: / [redacted] Style Definitions */ Perhaps some insight to my background will illustrate my frustration dealing with a company that fails to do what they say they will I am a retired Marine Corps Officer and a Disabled Veteran I spent a career serving with men and women of honor, men and women who could be trusted at their word to do what they said they would Now, I have encountered an organization who works every angle to gain the upper hand, whose heavy handed, intimidating tactics border on extortionary while simultaneously accusing me of making threats My “threats’ consisted of: (1) Stating I would contact the Revdex.com; (2) Stating I would speak with my credit card company regarding this m***er and, (3) I would write a negative review if I did not obtain an equitable solution These are not threats, these are Consumer Protections available to all American Citizens Yet, at the mere mention of involving these additional agencies, the representatives of Authentic Watches immediately became argumentative and hostile while pointedly discouraging me from speaking with these agencies Why would this be? Why would an honorable company who is operating above the board wish to discourage a consumer from invoking standard avenues of protection? And yet, within two days of contacting my credit card company Authentic Watches issued an immediate refund of 80% of the original purchase price Why did they suddenly refund this money so willingly? Three days after I contacted the Revdex.com I began to receive several emails from Authentic Watches In an email dated September 2015, Peter Grant, the General Manager for Authentic Watches, informed me my watch was now ready to be shipped An incredibly coincidental turn of events, no? Just three days prior I had been informed by M [redacted] that my watch would need a MINIMUM of three weeks before it would the watch would be repaired So, based on the above observations, it would seem the avenues available for Consumer Protection really do work Despite Authentic Watches threats to the contrary immediately following my contacting the Revdex.com and the Bank of America, my watch was suddenly ready to be shipped I have countless emails that document my correspondence with Authentic Watches where my tone is polite and accommodating Similarly, I have several emails from Authentic Watches where their tone is aggressive, intimidating and hostile In short, the company misrepresents their products: they advertise and sell as new watches that damaged and in need of repair By way of apologizing for receiving a watch that was so obviously malfunctioning, Amber promised on August that my watch would receive RUSH service and it would be back in my hands within 3-weeks of its return to Authentic Watches THIS IS THE POLICY AUTHENTIC WATCHES VIOLATED For reference, I never tacitly entered into any other agreement with Authentic Watches Any competent lawyer could request discovery which I would be willing to bet would reveal a systemic p***ern of instances where Authentic Watches knowingly shipped malfunctioning watches as new Despite all of the above including Authentic Watches unwillingness to honor their agreements, since Authentic Watches claimed my watch had been repaired and was ready for shipment, in an email dated September I suggested an elegantly simple and equitable solution to this dispute: Authentic Watches re-charge my credit card for the 80% refund they issued then simply ship my watch back to me And their response, they insisted I wire – yes, use a direct wire transfer – the FULL AMOUNT to their bank account, then they would refund 20% When I asked via email why I should now trust they would do the right thing and use a wire transfer, a method of payment that offers ZERO CONSUMER PROTECTIONS, all communication with Authentic Watches ceased Authentic Watches business model and those in its employ are unscrupulous, exploitive, dishonest and nefarious Some final points to consider that will highlight the unscrupulous nature of this companyIn their response to you they state I removed all tags from the watch This is a lie Both plastic protective covers were in place and had never been removed from the crown and case when I shipped the watch back to Authentic Watches The watch was on my wrist for exactly one minute How then did a flexible band with an extremely high shape memory permanently crease? How was the buckle scratched? How was the case scratched? I took detailed photos before I returned the watch None of the claimed damage is visible in any of the photos Thus, there are only three explanations for the damage now claimed by Authentic Watches: (1) they shipped a watch to me that had been previously used and returned; (2) the watch was not in fact damaged and their response is part of a systemic p***ern of intimidation or, (3) they are lying Regards, [redacted]
Complaint: I am rejecting this response because: My first Rolex I bought in did come with stickersAnd I did not have to ask them if the Rolex would come with stickers it just did when it was labeled factory fresh.My order in the Rolex did not have stickers even though it said factory freshNow they’re admitting that you have to ask for stickers on the watch if you want it with stickers now.I was not told this when I bought my recent RolexThey also failed to mention that if you want stickers on it they will raise the priceThey did not do that in when I bought my first Rolex from them it came with stickers and the price that was on the website was the price.Now the price that is on there does not reflect the price with stickers like I said in my comment I had to pay $more to get it with stickersThey’re telling you to call them and ask them that why can’t they just put it on their site that some of their watches or really none of their watches have stickers and if you want stickers you must pay extraIf it’s your first time buying a Rolex from them that says factory fresh you’re not going to know to ask does this come with stickers.It should be put on their website that the watches will not come with stickers and if you want stickers this an additional $ Regards, C [redacted]
Complaint: I am rejecting this response because: / [redacted] Style Definitions */ To facilitate understanding perhaps I should keep this simple -Read your reviews; conspiracy theories are not required when dealing with Authentic Watches Unscrupulous business practices are your modus operandi -You advertised, represented and sold as new a malfunctioning watch then shipped it across state lines This constitutes interstate wire fraud -You promised to complete the repair in less than weeks Instead, of honoring your guarantee, instead you held the watch in your office for weeks -I offered a simple solution, recharge my credit card in the amount you refunded, $2540, then return my watch Had you abided by this elegant solution to this dispute I would have paid the original cost $3, This offer was fair, equitable and reasonable for all parties involved -But, in an effort to continue to profit at your customer’s expense, you countered with this outlandish offer that is in violation of the very policies you espouse to uphold I’ll remind you that your policies – the same polices you claim we BOTH agreed to – indicate you accept all major credit cards, you now insist I once again pay the full amount, $ But, now you insist I pay via either direct wire transfer, cash or check Thus, despite your clearly having a policy in place to the contrary you now insist on a form of payment that does not offer any consumer protections But worse, after I receive the watch you ask me to trust you will then refund 20% of the purchase price or $ Do the math Via this accounting, you will have received $ the watch, a premium of $above the original purchase price Only a disreputable company and its representatives would even suggest such an arrangement so heavily biased in your favor Regards, [redacted]
This client returned a timepiece for serviceThe timepiece was shipped to the service centerIt was determined by the service center that the timepiece required a movement maintenance service, and the client was subsequently emailed an estimate for said service, as a movement maintenance procedure is not covered under warrantyThe client has independently come to the conclusion that the timepiece had a bad mainspring.The client demanded that we have the mainspring repaired without a movement maintenance service This is not (physically) possible Further, had it been physically possible (which it is not), we do not have the ability to pick and choose which mandatory service should be done Omega (nor any manufacturer) would ever perform any intervention on a timepiece unless the end result would be that it left the service center fully functionalIn order to make the timepiece fully functional, the timepiece requires a movement maintenance service.The client refused, and requested the timepiece be returned with no services renderedThe timepiece has been recalled and will be returned to the client once back from the manufacturer, which can typically take a couple of weeks.In the interim, the client has emailed us repeatedly threatening "Legal Action" if he doesn't receive his timepiece by [arbitrary date] There are no stipulations under the law mandating we return the timepiece to the client by whichever date he deems appropriateWe have no interest whatsoever in retaining a timepiece for any period of time (in fact, it's a liability, and we ship out timepieces as soon as possible.) Once the timepiece is received, it will be shipped to the client via FedEx, and he will be emailed his tracking numberNo further action can be takenThank you
AuthenticWatches.com does indeed reserve the right to cancel any order, at any time, for any reason, at it's sole discretionThe policies citing this were agreed to by the client on Sun Oct 08:35:PDT No charge was ever made on this client's credit cardThis order has been cancelled and cannot be reinstated
Complaint: I am rejecting this response because: I did not receive any check from the company weeks ago as they are saying and they cannot track it as it was sent via regular mail therefore there is no tracking informationI have offered to provide the company with my FedEx and UPS account so they can send another check and it can be tracked however they have denied this for what reason I do not know I asked them to provide me with a contact of their accounts payable department or bank so I can see how and when the check was sent and they said they cannot provide with this information They still have no told me when I expect to receive my refund check so I would like to keep this open until I have received it as I am very concern with the reputation of this business from looking at previous reviews online and it has been almost months now that they have been holding my money for an item I never received Regards, A [redacted]
We are sorry to hear the client is upset However, the entire complaint is predicated on the incorrect assumption that the timepiece is not authentic If you tell the store you're going to that you purchased the timepiece online, they will not be pleased to hear that they lost a multi-thousand dollar sale to an online competitor, and will not help you.As the entire complaint is predicated on the incorrect assumption that the timepiece is not authentic, we can give no gravity to the consumer protection law cited by the client, as it would not be applicable, given that the timepiece sold was indeed authentic The client assumes it's not authentic, and that assumption is incorrectContrary to the client's claim, she has not submitted any documentation from an authorized dealer's letterhead citing that the model she received, with the serial number she received, is not authenticThe client is free to ship the timepiece directly to Cartier for verification of authenticity, or can simply go to any other authorized Cartier dealer, say they just got this watch as a gift, and ask them to size itAs the client has cited laws she feels pertain to her grievance, we would like to point out that one of the attached documents she has submitted is the RMA formThe bottom paragraph stipulates that the client will agree to and abide by our policies, and she has indeed signed said documentOur policies outline that there is a 10% restocking fee on any item over $5, (The policies are clear, and are posted on our website, which the client is obligated to agree to prior to purchase.) Having agreed to said policies, the client is limited in remedy she may seek pursuant to UCC § 2-To summarize, the timepiece this client received is 100% authenticThere are several options the client has to prove this, all of which she summarily dismisses (ship it to Cartier, go to any other authorized dealer, etc.) The client wishes to return the item for a full refund, which cannot be done in accordance with our policies If the timepiece arrives back to us brand new, with all tags attached, then the client will be refunded less a 10% restocking fee, in accordance with our policiesAlternatively, the client may take the timepiece to any other authorized dealer, or ship it to Cartier, and she will easily be able to have the timepiece authenticated (as it is an authentic timepiece.) Thank you
Complaint: I am rejecting this response because: For the first time in this response the business now claims that the watch had issues due to an impactThis was not mentioned previously, and is likely a self-serving fabricationThe watch never workedThe request for $million in compensation for wasted time was - as the huge sum "demanded" makes quite clear - was an expression of frustration with this business and its failures to provide a merchantable product, or to repair a unmerchantable product such that it operates as it was advertised - as a timepieceAs the original complaint makes clear, the request is for a refund of $1,related to the amounts paid to the business in relation to this watchThe watch has never functioned as it was advertised to, and making up reasons for why the watch required a repair in response to this complaint is unacceptable but sadly in keeping with the business' conduct to date Regards, [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...⇄ 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
No used timepiece can be returnedOnce a timepiece is worn, it can no longer be returnedIf there was a minute mark on the case back of the timepiece due to the utilization of the case back opening tool, this would have no bearing on your ability to return the timepiece, as it was not returned in brand new condition when it had been returned for service (the tag had been cut, and the watch had already been worn.)We do not offer a manufacturer warranty with any timepiece, as posted on our websiteNo entity selling online at a discounted price (including all watches sold on Amazon) will ever come with a manufacturer warranty.We apologize for any inconvenience, however, we are not able to compensate you for any cosmetic procedures you opt to have rendered on your own accordThank you
This client contacted us upon receipt to inform us that the incorrect item was shippedIf this is indeed the case, we apologize for any inconvenience and will, of course, ship the client the correct item We have informed the client of this, and have issued a return authorization for replacementWe cannot provide a comprehensive response as of yet, as the item has not yet arrived at our locationOnce the item does arrive, it will be inspectedIf we did indeed ship the incorrect item, we will, of course, be more than happy to ship out the correct item free of chargeWe apologize for any inconvenience caused to this client
This client did indeed purchase a timepieceHe wore the timepiece for two weeks, and then contacted us to inform us that the timepiece had ceased to functionAlthough we certainly understand the client's frustrations and desire for a new timepiece, we cannot exchange the timepiece for the client once it has been used or wornThis would be the exact same scenario had he purchased it directly from CartierOnce a timepiece is worn, it falls under the warranty, not return policy, and must be serviced under warrantyWe are sorry, however, we can neither exchange, nor refund, this client's timepieceIt is currently undergoing warranty service, and will be returned to the client once service has been completed
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 managerThe 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
This client sent back his timepiece purchased in The timepiece had damage to the dial The client had prepaid for a refinishing service, which was completed.The returned assessment from the dealer stated the timepiece required a new dial, new hands, a new crown, and a complete movement maintenance procedure The client opted to have the timepiece returned, and the timepiece was then recalled and returned to the client.The client called to indicate that there were parts of his bracelet missing He also indicated there was damage done to the bezel (specifically, that the lumin dot was removed) along with other accusations of damage and theft levied upon us This timepiece was returned to the client in the exact condition in which it was received, with the exception of it having been polished (because he prepaid for the service.) Upon informing the client of this, he became belligerent, demanding to know "what we will do for him" Our representative transferred his call to me, [redacted] Grant.Upon initially getting on the phone with him, the client stated his grievance; and as a continuing part of a fluid conversation between people, I said "ok" to indicate I had understood what was just saidHe became belligerent immediately, and responded to my "OK" with "We;ll, it doesn't look like you're going to help me BECAUSE YOU'RE INTERRUPTING ME!!!!" I apologized and allowed him to explain his situation for several minutes.He accuses AuthenticWatches of having stolen parts of his damaged watch, and of damaging his watchHe then asked "What are you going to do for me?" Upon reiterating that the timepiece was indeed returned in the same condition in which it was received (with the exception of the prepaid polishing), he demanded to speak to my superiorI informed him I'm the General ManagerThis was responded to with: "It's clear you don't give two s*s about me, and I'm gonna let everyone know what you did!"The timepiece returned to us was damagedThis was evident from the time markers inside the timepiece missingIn addition, the timepiece had extensive physical damage Damages are not covered under warranty as outlined in our policies and procedures, available for all to see on our website:http://www.authenticwatches.com/authenticwatches-warranty.htmlIn this complaint, the client has asserted that we advertise to be an authorized dealerIn fact, we clearly articulate that we are notHere is what we state, verbatim, in our Authenticity Guarantee posted online:"We are not, nor are we affiliated with authorized dealers of any of the timepiece manufacturers advertised."Here is a link to our Authenticity Guarantee:http://www.authenticwatches.com/info.htmlWe have no intent to "steal" any parts of any timepieces, nor have we ever done so, under any circumstances, since the founding of our businessWe have not, starting with this individual's timepiece, decided to become criminals and steal partsFurthermore, had we hypothetically opted to decide to engage in theft, we would like to outline that old, discontinued, used, damaged parts are, in particular, not of any value whatsoever; making this alleged plot the client feels we have perpetrated to have zero fiduciary benefit whatsoever.This client contacted us to accuse us of stealing what amounts to zero dollars worth of old, damaged, discontinued partsThis accusation is simply not true, and is not something we can take action onWe are sorry the client perceives that there has been any nefarious action on our part, however, we have merely returned the timepiece to the client in the same condition in which it was received, and are not able to take any action based on this client's claims
Complaint: I am rejecting this response because:If seller send my watch to the authorized service center, the authorized service center would not make a flaw on my back.See the attached photo.The seller said, my watch would be repaired by omega service center, and they indicated that their warranty is identical to authorized dealer, but I got a confirm from omega service center that they didn't service my watch, yesterday.The seller said "your watch will be serviced by omega service center." But noThe omega service center has not service my watch, as they said( see the attached photo, the serial number is my watch's serial number)I assume that the seller sent my watch to the private shop and the private shop made a crack on my watch's backAnd the seller said, it is tiny and doesn't devalue watch, its seller's opinion, in my opinion it devalue my watchsee the refund policy of seller "New and unused" means that there are no scratches, marks, or blemishes on the item; tags and protective stickers have not been removed; there are no signs of wear on the product or the case; and the product must not have been sized or altered in any wayNote that dings and scratches will happen even if a watch has only been worn for a few hoursWe cannot accept a return of any item with any indication that it has been used if a full refund is expected (before restocking fees)Any used or altered timepiece will be refunded an amount equal to what we consider to be its current value with a minimum restocking fee of 20% (minimum $100)."The seller consider the scratch as a devalue conditionAnd now, they made a scratch (its not scratch, as photo shows) and said to customer that it is nothing FunnyStill, I am asking to seller that provide authorized dealer's warranty to me as you guys said, I will send my watch to the omega service center, and ask them to fix my back case + evaluationif there are cost which is related to dial, and back of case, they need to pay it+ shipping feewhich was almost $ Regards, H [redacted] ***
This client placed an order on our website for a discontinued item We immediately contacted the client to apologize, and informed him the item was discontinued and could not be obtained.We offered the client alternative, similar models, and offered additional discountsHe did not want any other item, and the client's order was cancelled accordinglyWe would be happy to accede to the clients demands to fulfill an order for this discontinued item, however, given the fact that the item is discontinued and no longer attainable, we are unable to do so This isn't a "decision" we have made; we simply are no longer able to obtain this item because it has been discontinued.The client responded with a litany of emails demanding we fulfill our contractual obligations to supply an itemWe have no such contractual obligationsWe pointed out to the client that he agreed to our policies which clearly articulate thisThe client responded with:"We will continue our conversation through Revdex.comYour decision to cancel a confirmed order after charging my credit card is a clear breach of contractual agreement to meet your delivery obligation"Here is a link to our policies:http://www.authenticwatches.com/info.htmlHere is the applicable clause, verbatim:"AuthenticWatches.com reserves the right to refuse service or cancel any order at it's sole discretion"The system does not allow a client to checkout without agreeing to our policiesThe client agreed to our policies on Fri Oct 16, at precisely 19:11:PDT We have the client's IP address and electronic capture of agreement on record.Here is the link to the item the client purchased:http://www.authenticwatches.com/breitling-navitimer-a2332212-b635-435x...⇄ are sorry, however, there is no further action which can be takenThis order has been cancelled, and the client has not been chargedThank you
Complaint: I am rejecting this response because: I am concerned as they are saying they have no way of tracking my check and considering I did not received the last one they claim was mailed I therefore would like to keep this open until I have the check Regards, A [redacted]
Complaint: I am rejecting this response because:Four weeks to return an unprocessed order is absurd If I were you, I would be on the telephone chewing out your service provider If local, I would get in a car and drive over and pick up the watch At this point, there is no logical excuse for not returning the watch.Until the watch arrives at my location, there is no way that this complaint should be close or considered resolved Regards, W [redacted]
This client sent in his timepiece and it was serviced in accordance with guidelinesThe "huge crack" he is referring to on his back case is a tiny indentation, less than a quarter of a millimeter, which is present in the pre-manufactured grooves Omega places on the back case of the watch in order to utilize the tool to open the case backThe grooves are placed there for precisely this reasonThere are no cracks (whatsoever) on the back case of the client's timepiece.Furthermore, there are no cracks on the crystal of the client's timepiece.We are unable to arbitrarily refund the client for these grievances We apologize for any inconvenience
Complaint: I am rejecting this response because: / [redacted] Style Definitions */ Perhaps some insight to my background will illustrate my frustration dealing with a company that fails to do what they say they will I am a retired Marine Corps Officer and a Disabled Veteran I spent a career serving with men and women of honor, men and women who could be trusted at their word to do what they said they would Now, I have encountered an organization who works every angle to gain the upper hand, whose heavy handed, intimidating tactics border on extortionary while simultaneously accusing me of making threats My “threats’ consisted of: (1) Stating I would contact the Revdex.com; (2) Stating I would speak with my credit card company regarding this m***er and, (3) I would write a negative review if I did not obtain an equitable solution These are not threats, these are Consumer Protections available to all American Citizens Yet, at the mere mention of involving these additional agencies, the representatives of Authentic Watches immediately became argumentative and hostile while pointedly discouraging me from speaking with these agencies Why would this be? Why would an honorable company who is operating above the board wish to discourage a consumer from invoking standard avenues of protection? And yet, within two days of contacting my credit card company Authentic Watches issued an immediate refund of 80% of the original purchase price Why did they suddenly refund this money so willingly? Three days after I contacted the Revdex.com I began to receive several emails from Authentic Watches In an email dated September 2015, Peter Grant, the General Manager for Authentic Watches, informed me my watch was now ready to be shipped An incredibly coincidental turn of events, no? Just three days prior I had been informed by M [redacted] that my watch would need a MINIMUM of three weeks before it would the watch would be repaired So, based on the above observations, it would seem the avenues available for Consumer Protection really do work Despite Authentic Watches threats to the contrary immediately following my contacting the Revdex.com and the Bank of America, my watch was suddenly ready to be shipped I have countless emails that document my correspondence with Authentic Watches where my tone is polite and accommodating Similarly, I have several emails from Authentic Watches where their tone is aggressive, intimidating and hostile In short, the company misrepresents their products: they advertise and sell as new watches that damaged and in need of repair By way of apologizing for receiving a watch that was so obviously malfunctioning, Amber promised on August that my watch would receive RUSH service and it would be back in my hands within 3-weeks of its return to Authentic Watches THIS IS THE POLICY AUTHENTIC WATCHES VIOLATED For reference, I never tacitly entered into any other agreement with Authentic Watches Any competent lawyer could request discovery which I would be willing to bet would reveal a systemic p***ern of instances where Authentic Watches knowingly shipped malfunctioning watches as new Despite all of the above including Authentic Watches unwillingness to honor their agreements, since Authentic Watches claimed my watch had been repaired and was ready for shipment, in an email dated September I suggested an elegantly simple and equitable solution to this dispute: Authentic Watches re-charge my credit card for the 80% refund they issued then simply ship my watch back to me And their response, they insisted I wire – yes, use a direct wire transfer – the FULL AMOUNT to their bank account, then they would refund 20% When I asked via email why I should now trust they would do the right thing and use a wire transfer, a method of payment that offers ZERO CONSUMER PROTECTIONS, all communication with Authentic Watches ceased Authentic Watches business model and those in its employ are unscrupulous, exploitive, dishonest and nefarious Some final points to consider that will highlight the unscrupulous nature of this companyIn their response to you they state I removed all tags from the watch This is a lie Both plastic protective covers were in place and had never been removed from the crown and case when I shipped the watch back to Authentic Watches The watch was on my wrist for exactly one minute How then did a flexible band with an extremely high shape memory permanently crease? How was the buckle scratched? How was the case scratched? I took detailed photos before I returned the watch None of the claimed damage is visible in any of the photos Thus, there are only three explanations for the damage now claimed by Authentic Watches: (1) they shipped a watch to me that had been previously used and returned; (2) the watch was not in fact damaged and their response is part of a systemic p***ern of intimidation or, (3) they are lying Regards, [redacted]
Complaint: I am rejecting this response because: My first Rolex I bought in did come with stickersAnd I did not have to ask them if the Rolex would come with stickers it just did when it was labeled factory fresh.My order in the Rolex did not have stickers even though it said factory freshNow they’re admitting that you have to ask for stickers on the watch if you want it with stickers now.I was not told this when I bought my recent RolexThey also failed to mention that if you want stickers on it they will raise the priceThey did not do that in when I bought my first Rolex from them it came with stickers and the price that was on the website was the price.Now the price that is on there does not reflect the price with stickers like I said in my comment I had to pay $more to get it with stickersThey’re telling you to call them and ask them that why can’t they just put it on their site that some of their watches or really none of their watches have stickers and if you want stickers you must pay extraIf it’s your first time buying a Rolex from them that says factory fresh you’re not going to know to ask does this come with stickers.It should be put on their website that the watches will not come with stickers and if you want stickers this an additional $ Regards, C [redacted]
Complaint: I am rejecting this response because: / [redacted] Style Definitions */ To facilitate understanding perhaps I should keep this simple -Read your reviews; conspiracy theories are not required when dealing with Authentic Watches Unscrupulous business practices are your modus operandi -You advertised, represented and sold as new a malfunctioning watch then shipped it across state lines This constitutes interstate wire fraud -You promised to complete the repair in less than weeks Instead, of honoring your guarantee, instead you held the watch in your office for weeks -I offered a simple solution, recharge my credit card in the amount you refunded, $2540, then return my watch Had you abided by this elegant solution to this dispute I would have paid the original cost $3, This offer was fair, equitable and reasonable for all parties involved -But, in an effort to continue to profit at your customer’s expense, you countered with this outlandish offer that is in violation of the very policies you espouse to uphold I’ll remind you that your policies – the same polices you claim we BOTH agreed to – indicate you accept all major credit cards, you now insist I once again pay the full amount, $ But, now you insist I pay via either direct wire transfer, cash or check Thus, despite your clearly having a policy in place to the contrary you now insist on a form of payment that does not offer any consumer protections But worse, after I receive the watch you ask me to trust you will then refund 20% of the purchase price or $ Do the math Via this accounting, you will have received $ the watch, a premium of $above the original purchase price Only a disreputable company and its representatives would even suggest such an arrangement so heavily biased in your favor Regards, [redacted]
This client returned a timepiece for serviceThe timepiece was shipped to the service centerIt was determined by the service center that the timepiece required a movement maintenance service, and the client was subsequently emailed an estimate for said service, as a movement maintenance procedure is not covered under warrantyThe client has independently come to the conclusion that the timepiece had a bad mainspring.The client demanded that we have the mainspring repaired without a movement maintenance service This is not (physically) possible Further, had it been physically possible (which it is not), we do not have the ability to pick and choose which mandatory service should be done Omega (nor any manufacturer) would ever perform any intervention on a timepiece unless the end result would be that it left the service center fully functionalIn order to make the timepiece fully functional, the timepiece requires a movement maintenance service.The client refused, and requested the timepiece be returned with no services renderedThe timepiece has been recalled and will be returned to the client once back from the manufacturer, which can typically take a couple of weeks.In the interim, the client has emailed us repeatedly threatening "Legal Action" if he doesn't receive his timepiece by [arbitrary date] There are no stipulations under the law mandating we return the timepiece to the client by whichever date he deems appropriateWe have no interest whatsoever in retaining a timepiece for any period of time (in fact, it's a liability, and we ship out timepieces as soon as possible.) Once the timepiece is received, it will be shipped to the client via FedEx, and he will be emailed his tracking numberNo further action can be takenThank you
AuthenticWatches.com does indeed reserve the right to cancel any order, at any time, for any reason, at it's sole discretionThe policies citing this were agreed to by the client on Sun Oct 08:35:PDT No charge was ever made on this client's credit cardThis order has been cancelled and cannot be reinstated
Complaint: I am rejecting this response because: I did not receive any check from the company weeks ago as they are saying and they cannot track it as it was sent via regular mail therefore there is no tracking informationI have offered to provide the company with my FedEx and UPS account so they can send another check and it can be tracked however they have denied this for what reason I do not know I asked them to provide me with a contact of their accounts payable department or bank so I can see how and when the check was sent and they said they cannot provide with this information They still have no told me when I expect to receive my refund check so I would like to keep this open until I have received it as I am very concern with the reputation of this business from looking at previous reviews online and it has been almost months now that they have been holding my money for an item I never received Regards, A [redacted]
We are sorry to hear the client is upset However, the entire complaint is predicated on the incorrect assumption that the timepiece is not authentic If you tell the store you're going to that you purchased the timepiece online, they will not be pleased to hear that they lost a multi-thousand dollar sale to an online competitor, and will not help you.As the entire complaint is predicated on the incorrect assumption that the timepiece is not authentic, we can give no gravity to the consumer protection law cited by the client, as it would not be applicable, given that the timepiece sold was indeed authentic The client assumes it's not authentic, and that assumption is incorrectContrary to the client's claim, she has not submitted any documentation from an authorized dealer's letterhead citing that the model she received, with the serial number she received, is not authenticThe client is free to ship the timepiece directly to Cartier for verification of authenticity, or can simply go to any other authorized Cartier dealer, say they just got this watch as a gift, and ask them to size itAs the client has cited laws she feels pertain to her grievance, we would like to point out that one of the attached documents she has submitted is the RMA formThe bottom paragraph stipulates that the client will agree to and abide by our policies, and she has indeed signed said documentOur policies outline that there is a 10% restocking fee on any item over $5, (The policies are clear, and are posted on our website, which the client is obligated to agree to prior to purchase.) Having agreed to said policies, the client is limited in remedy she may seek pursuant to UCC § 2-To summarize, the timepiece this client received is 100% authenticThere are several options the client has to prove this, all of which she summarily dismisses (ship it to Cartier, go to any other authorized dealer, etc.) The client wishes to return the item for a full refund, which cannot be done in accordance with our policies If the timepiece arrives back to us brand new, with all tags attached, then the client will be refunded less a 10% restocking fee, in accordance with our policiesAlternatively, the client may take the timepiece to any other authorized dealer, or ship it to Cartier, and she will easily be able to have the timepiece authenticated (as it is an authentic timepiece.) Thank you
Complaint: I am rejecting this response because: For the first time in this response the business now claims that the watch had issues due to an impactThis was not mentioned previously, and is likely a self-serving fabricationThe watch never workedThe request for $million in compensation for wasted time was - as the huge sum "demanded" makes quite clear - was an expression of frustration with this business and its failures to provide a merchantable product, or to repair a unmerchantable product such that it operates as it was advertised - as a timepieceAs the original complaint makes clear, the request is for a refund of $1,related to the amounts paid to the business in relation to this watchThe watch has never functioned as it was advertised to, and making up reasons for why the watch required a repair in response to this complaint is unacceptable but sadly in keeping with the business' conduct to date Regards, [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...⇄ 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
No used timepiece can be returnedOnce a timepiece is worn, it can no longer be returnedIf there was a minute mark on the case back of the timepiece due to the utilization of the case back opening tool, this would have no bearing on your ability to return the timepiece, as it was not returned in brand new condition when it had been returned for service (the tag had been cut, and the watch had already been worn.)We do not offer a manufacturer warranty with any timepiece, as posted on our websiteNo entity selling online at a discounted price (including all watches sold on Amazon) will ever come with a manufacturer warranty.We apologize for any inconvenience, however, we are not able to compensate you for any cosmetic procedures you opt to have rendered on your own accordThank you
Complaint: Hopefully this exchange will serve as warning that this vendor advertised and took an order for an item he can't or would not deliver
This client contacted us upon receipt to inform us that the incorrect item was shippedIf this is indeed the case, we apologize for any inconvenience and will, of course, ship the client the correct item We have informed the client of this, and have issued a return authorization for replacementWe cannot provide a comprehensive response as of yet, as the item has not yet arrived at our locationOnce the item does arrive, it will be inspectedIf we did indeed ship the incorrect item, we will, of course, be more than happy to ship out the correct item free of chargeWe apologize for any inconvenience caused to this client
This client did indeed purchase a timepieceHe wore the timepiece for two weeks, and then contacted us to inform us that the timepiece had ceased to functionAlthough we certainly understand the client's frustrations and desire for a new timepiece, we cannot exchange the timepiece for the client once it has been used or wornThis would be the exact same scenario had he purchased it directly from CartierOnce a timepiece is worn, it falls under the warranty, not return policy, and must be serviced under warrantyWe are sorry, however, we can neither exchange, nor refund, this client's timepieceIt is currently undergoing warranty service, and will be returned to the client once service has been completed
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 managerThe 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
This client sent back his timepiece purchased in The timepiece had damage to the dial The client had prepaid for a refinishing service, which was completed.The returned assessment from the dealer stated the timepiece required a new dial, new hands, a new crown, and a complete movement maintenance procedure The client opted to have the timepiece returned, and the timepiece was then recalled and returned to the client.The client called to indicate that there were parts of his bracelet missing He also indicated there was damage done to the bezel (specifically, that the lumin dot was removed) along with other accusations of damage and theft levied upon us This timepiece was returned to the client in the exact condition in which it was received, with the exception of it having been polished (because he prepaid for the service.) Upon informing the client of this, he became belligerent, demanding to know "what we will do for him" Our representative transferred his call to me, [redacted] Grant.Upon initially getting on the phone with him, the client stated his grievance; and as a continuing part of a fluid conversation between people, I said "ok" to indicate I had understood what was just saidHe became belligerent immediately, and responded to my "OK" with "We;ll, it doesn't look like you're going to help me BECAUSE YOU'RE INTERRUPTING ME!!!!" I apologized and allowed him to explain his situation for several minutes.He accuses AuthenticWatches of having stolen parts of his damaged watch, and of damaging his watchHe then asked "What are you going to do for me?" Upon reiterating that the timepiece was indeed returned in the same condition in which it was received (with the exception of the prepaid polishing), he demanded to speak to my superiorI informed him I'm the General ManagerThis was responded to with: "It's clear you don't give two s
*s about me, and I'm gonna let everyone know what you did!"The timepiece returned to us was damagedThis was evident from the time markers inside the timepiece missingIn addition, the timepiece had extensive physical damage Damages are not covered under warranty as outlined in our policies and procedures, available for all to see on our website:http://www.authenticwatches.com/authenticwatches-warranty.htmlIn this complaint, the client has asserted that we advertise to be an authorized dealerIn fact, we clearly articulate that we are notHere is what we state, verbatim, in our Authenticity Guarantee posted online:"We are not, nor are we affiliated with authorized dealers of any of the timepiece manufacturers advertised."Here is a link to our Authenticity Guarantee:http://www.authenticwatches.com/info.htmlWe have no intent to "steal" any parts of any timepieces, nor have we ever done so, under any circumstances, since the founding of our businessWe have not, starting with this individual's timepiece, decided to become criminals and steal partsFurthermore, had we hypothetically opted to decide to engage in theft, we would like to outline that old, discontinued, used, damaged parts are, in particular, not of any value whatsoever; making this alleged plot the client feels we have perpetrated to have zero fiduciary benefit whatsoever.This client contacted us to accuse us of stealing what amounts to zero dollars worth of old, damaged, discontinued partsThis accusation is simply not true, and is not something we can take action onWe are sorry the client perceives that there has been any nefarious action on our part, however, we have merely returned the timepiece to the client in the same condition in which it was received, and are not able to take any action based on this client's claims
Complaint: I am rejecting this response because:If seller send my watch to the authorized service center, the authorized service center would not make a flaw on my back.See the attached photo.The seller said, my watch would be repaired by omega service center, and they indicated that their warranty is identical to authorized dealer, but I got a confirm from omega service center that they didn't service my watch, yesterday.The seller said "your watch will be serviced by omega service center." But noThe omega service center has not service my watch, as they said( see the attached photo, the serial number is my watch's serial number)I assume that the seller sent my watch to the private shop and the private shop made a crack on my watch's backAnd the seller said, it is tiny and doesn't devalue watch, its seller's opinion, in my opinion it devalue my watchsee the refund policy of seller "New and unused" means that there are no scratches, marks, or blemishes on the item; tags and protective stickers have not been removed; there are no signs of wear on the product or the case; and the product must not have been sized or altered in any wayNote that dings and scratches will happen even if a watch has only been worn for a few hoursWe cannot accept a return of any item with any indication that it has been used if a full refund is expected (before restocking fees)Any used or altered timepiece will be refunded an amount equal to what we consider to be its current value with a minimum restocking fee of 20% (minimum $100)."The seller consider the scratch as a devalue conditionAnd now, they made a scratch (its not scratch, as photo shows) and said to customer that it is nothing FunnyStill, I am asking to seller that provide authorized dealer's warranty to me as you guys said, I will send my watch to the omega service center, and ask them to fix my back case + evaluationif there are cost which is related to dial, and back of case, they need to pay it+ shipping feewhich was almost $ Regards, H [redacted] ***
This client placed an order on our website for a discontinued item We immediately contacted the client to apologize, and informed him the item was discontinued and could not be obtained.We offered the client alternative, similar models, and offered additional discountsHe did not want any other item, and the client's order was cancelled accordinglyWe would be happy to accede to the clients demands to fulfill an order for this discontinued item, however, given the fact that the item is discontinued and no longer attainable, we are unable to do so This isn't a "decision" we have made; we simply are no longer able to obtain this item because it has been discontinued.The client responded with a litany of emails demanding we fulfill our contractual obligations to supply an itemWe have no such contractual obligationsWe pointed out to the client that he agreed to our policies which clearly articulate thisThe client responded with:"We will continue our conversation through Revdex.comYour decision to cancel a confirmed order after charging my credit card is a clear breach of contractual agreement to meet your delivery obligation"Here is a link to our policies:http://www.authenticwatches.com/info.htmlHere is the applicable clause, verbatim:"AuthenticWatches.com reserves the right to refuse service or cancel any order at it's sole discretion"The system does not allow a client to checkout without agreeing to our policiesThe client agreed to our policies on Fri Oct 16, at precisely 19:11:PDT We have the client's IP address and electronic capture of agreement on record.Here is the link to the item the client purchased:http://www.authenticwatches.com/breitling-navitimer-a2332212-b635-435x...⇄ are sorry, however, there is no further action which can be takenThis order has been cancelled, and the client has not been chargedThank you
Complaint: I am rejecting this response because: I am concerned as they are saying they have no way of tracking my check and considering I did not received the last one they claim was mailed I therefore would like to keep this open until I have the check Regards, A [redacted]
Complaint: I am rejecting this response because:Four weeks to return an unprocessed order is absurd If I were you, I would be on the telephone chewing out your service provider If local, I would get in a car and drive over and pick up the watch At this point, there is no logical excuse for not returning the watch.Until the watch arrives at my location, there is no way that this complaint should be close or considered resolved Regards, W [redacted]
This client sent in his timepiece and it was serviced in accordance with guidelinesThe "huge crack" he is referring to on his back case is a tiny indentation, less than a quarter of a millimeter, which is present in the pre-manufactured grooves Omega places on the back case of the watch in order to utilize the tool to open the case backThe grooves are placed there for precisely this reasonThere are no cracks (whatsoever) on the back case of the client's timepiece.Furthermore, there are no cracks on the crystal of the client's timepiece.We are unable to arbitrarily refund the client for these grievances We apologize for any inconvenience