We apologize for the error, a total of weeks transpired from shipment to returnNevertheless, the timepiece was indeed pressure tested and returned sealedWe are sorry, however, moisture infiltration is not covered under warranty
This client returned his timepiece for service, and the timepiece did indeed require a movement maintenance service, which is not covered under warranty as clearly outlined in our warranty policies, as well as on the client's warranty card.The client requested that the timepiece be recalled with no
services renderedThere has indeed been a delay in returning the timepieceWe have spoken with the dealer and he has informed us that the timepiece is now en route backOnce received, the client's timepiece will be returned to the client in the same condition in which it was receivedThank you
All information contained in our previous response is accurateWe have policies which are agreed to upon checkout clearly outlining the terms of saleAdditionally, these are very common policiesNo manufacturer, nor authorized dealer, allows for a return of a watch for refund after even a few days of wear, much less over a year.The timepiece cannot be returned for refund as, #- The timepiece has been worn, and #- Over one year and three months have transpired since purchase (our return policy is that items must be returned brand new, with all tags and stickers, never having been worn, and be returned within days). Here is a link to our policies:http://www.authenticwatches.com/info.htmlHere is the specific link to our return policy:http://www.authenticwatches.com/authenticwatches-return-policy.html All returned items for repair must be accompanied by payment for return shipping Here is a link to our warranty policies which outlines this:http://www.authenticwatches.com/authenticwatches-warranty.htmlHere is a link to the RMA for which outlines this (which the customer signed and included with the package):http://www.authenticwatches.com/returns.htmlIn addition, we have attached a photograph of a blank warranty card, which also outlines this Once the client remits payment for return shipping, the timepiece will be sent to the service center for assessmentShould the client not wish to have the timepiece serviced, then the timepiece will be returned to him with no interventionIn either case, the return shipping payment is for return shippingThe timepiece will remain in storage pending the arrival of the client's payment Please note that we are not responsible for any items left in our possession in excess of one year (from the time of receipt) Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11943928, and find that this resolution is satisfactory to me
Regards,
K*** ***
We are truly sorry that the client feels (or, at least, project such feelings) that there is some nefarious plot at play, or that there is "word twisting" taking place when a matter of fact recap of the events having taken place is reported. We are a very large corporation, and have been in business for yearsWe can assure this client that there is no evil plot to steel links and damage items being perpetuated by us, nor the authorized dealer, nor the manufacturer The client insinuates that there are "other" motivesWe assure you, we have far better things to do with our time, as does our authorized dealer, as does the manufacturer.We are unable to "give" the client "something" based on his inaccurate portrayals of our business, nor based on his accusations of theft of pieces of his timepiece. Thank you
This client purchased a timepiece years agoThe timepiece requires a movement maintenance service which is not covered under warrantyThe client demands we cover the non-warranty service, which we are regrettably unable to doThe timepiece is being returned to the client with no intervention
We are sorry for any inconvenience
This client has asserted that his watch was faulty immediatelyHowever, he did not make a complaint until over years after purchaseAt that time, he sent the timepiece in, and was emailed and estimate for the cost of service, as his timepiece required a movement maintenance serviceHe did not
reply to the estimateMonths later, he was sent a "final notice" estimate, to which he replied indicating that he would like the item returned with no services renderedAccordingly, his item has been recalled from the authorized dealer and will be returned to him in the same condition in which it was received.We cannot accept the claim that the item did not work from the start, as common logic would dictate that an individual would report such an anomaly at the time the item failed, especially on a new watch That he did not call in any complaint for over two years after the time he purports the watch failed, we cannot consider the claim that it didn't work from the beginning to be valid
This client purchased and received a Breitling timepieceThe client called in to report that the item was not as advertised, and that they did not receive an anthracite strap as ordered (model 100W) on their watch, but instead had received a green military strap (which is model #105W).We will
indeed be happy to offer a full refund, if the account of the customer having received the incorrect strap was actually true.Upon receipt of the timepiece, we see that the strap shipped was indeed the correct strap ordered (anthracite color, model #100W - inscribed on the back of the strap).Since the item we shipped was not incorrect, we cannot offer a full refund and waive our policies based on the client's inaccurate depiction of what was received Whereas the client was indeed shipped, and did indeed receive (and subsequently return) the exact item which they ordered; we are not able to offer a full refund, and must assess the 10% restocking fee as outlined in our policies.We apologize, however, we are not able to issue the client any further refunds
Complaint:
I am rejecting this response because: THIS WATCH WAS PROMISED AS WATER TIGHT NEW NON DEFECTIVE , AND IT WAS NEVER BEEN UNDER WATER EVEN THOUGH IT WAS DESCRIBED AS - exceptional water resistance to a depth of 1,000 m (3,300 ft)
I AM VICTIM OF SCAM CONDUCTED BY AUTHNTIC WATCHIS .COM AND THEY NEED TO BE RESPONSABLE FOR SELLING ME ( LIMON) DEFECTIVE EXPENSIVE WATCH LIKE Breitling Superocean 44 PLEASE ALSO CHECK OTHER VICTIMS AND RIVEWS DONE BY REAL PEOPLE WHO DONE BUSSINES WITH THIS COMPANY : https://www.yelp.com/biz/authentic-watches-moorpark
REGARDS,
*** ***
This client is not a client of ours His timepiece was never purchased from us The client has a watch that is 40-years old.The client had called, and asked if we can get him an estimate for the service and refinishing of his timepiece The estimate for service was $442, and he
opted for the optional refinishing service of $ He paid a total of $592. The timepiece was serviced, refinished, tested, and returned.Because the timepiece has decades of wear, it is impossible to refinish it to perfectionAs indicated to the client , the refinishing service will be to restore it "as best as possible:".The function of the timepiece was tested prior to return to the client, and the timepiece was indeed fully functional. If the client is experiencing issues with the timepiece post-service, he is free to return the timepiece to us, and we will send it to the dealer for evaluation. We will not reimburse this client for any sum of money
We are truly sorry that the client feels (or, at least, project such feelings) that there is some nefarious plot at play, or that there is "word twisting" taking place when a matter of fact recap of the events having taken place is reported. We are a very large corporation, and have been in business for yearsWe can assure this client that there is no evil plot to steel links and damage items being perpetuated by us, nor the authorized dealer, nor the manufacturer The client insinuates that there are "other" motivesWe assure you, we have far better things to do with our time, as does our authorized dealer, as does the manufacturer.We are unable to "give" the client "something" based on his inaccurate portrayals of our business, nor based on his accusations of theft of pieces of his timepiece. Thank you
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The client has stated that we are misleading him by informing him the timepiece requires a maintenance serviceWe have provided a link to TAG Heuer's website in response, and the client simply disregarded, citing his personal feeling that it was unlikely that the watch would require an overhaulThis is simply not correctHe further cites that the timing is not likelyThat is not accurateThe timepiece is years old, and maintenance services, in reality, are required after 2-years.As previously stated, the client is more than welcome to send the timepiece directly to TAG HeuerThe client asserts that he will receive much more detail from themTAG Heuer will simply provide the line item that the timepiece requires a movement maintenance service, and explain what that entailsHere is the exact text the client will receive as the "charge" line item at the bottom of his estimate from TAG Heuer:Maintenance II - complete service on quartz chronograph watch consists of the following steps: ultrasonic cleaning of case and bracelet, replacement of case spring bars, battery, back gaskets, crystal gaskets, crown gasket & pusher gaskets if applicable, replacement or repair of movement, time keeping test, water resistance test, one (1) year service warranty on all chargeable work performed.All information contained in our previous response is accurateWe are sorry, however, we are neither able to service free of charge, nor offer any refundThank you
This is a standard issue policy among all retailers; online or otherwiseThe client has cited that he feels that this policy should not apply to online retailersThe client is certainly entitled to have personal feelings on business practices; however, we, along with all other retailers (online or otherwise) are businessesAll businesses reserve the right to cancel an order, or refuse service, at their sole discretionWe clearly articulate this in our policies, and the client agreed to said policies at the time he attempted to place an orderThank you
The client has not read our reply.The client asserts "I 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."Our previous response: "We cannot use the client's FedEx account to issue a refund check because we do not actually write checksWe order the bank to issue a check, and the check is mailed directly from the bank." The client has again asserted that we are not doing anything to address her concerns, however, as stated in our previous reply:"As the client is still asserting that she has not received the check, we are in the process of issuing a stop payment on the check, which can take approximately business daysThereafter, once the stop payment is confirmed, we will have the bank process a new check to be mailed to this client."Thank you
Complaint:
I am rejecting this response because:I am not going to keep arguing, because the truth is they told me on the phone it was new and on their site they did have Rolex's labeled as new which they have recently changed, but they did say factory fresh or whatever they want to call it meant newBut AW will deny that they told me it was newWhich makes no sense cause if they told me it wasn't new why would I send it back telling them that it wasn't new if I already new that before buying itI have nothing to gain from this, because I am not asking for a refund or to exchangeI just want them to put on their site that they don't have the protective stickers on their Rolex'sYou have to ask yourself why are they not willing to do something so simple. They answer to that is because they know people don't want to buy a new Rolex that has no protective stickers on itSo they will loose business to the other grey markets that do sell their Rolexes with protective stickersBut I am just letting anyone know who is reading reviews on this AW know that your Rolex will NOT have protective stickers and you will have know way of knowing if it is new or if it was a store display stayYou can take that gamble if you want too
Regards,
C*** ***
Complaint:
I am rejecting this response because:My complaint wasn't addressed at all, none of my questions are responded!1) Whether I am not able to prove that the timepiece was broken from the moment close to purchase I have sent the watches within the warranty period,2) The retailer was unreasonably trying to earn from me $for the repair without any proof of inspection,3) The retailer provides information that is misleading customers regarding the warranty because the store can tell anything without any proof, thus the warranty work only upon decision of the storeAt least it must be mentioned on the web-site that the warranty is very limited and there are a lot of conditions when it will not work. 4) The store didn't explained why it is not returning my timepiece for month since I requested to do this in written
Regards,
*** ***
This client placed an order and decided to remit payment via checkIn advance, we advise all clients who opt to remit payment by check that we will not ship the order prior to business days after the check has been deposited, in order to assure clearance of payment.The client repeatedly emailed
and called insisting that she can see that the check had already cleared, demanding that we send the item immediatelyWe repeatedly informed her we are unable to do so, as we have to await the check clearance period as explained to the client prior to the mailing of her check.Although a person who writes a check can check their account and see that the funds are cleared, the recipient of the check (us), not having access to the client's account, cannot see thatThe minimum business day period is necessary because it typically takes 8-days for a check with insufficient funds to be returnedFor example, if someone were perpetuating fraud, they can call us days later and say "oh, don't worry, I see that the check cleared my account." If we ship items based solely on the statement of a check writer, we have no protection should the check be returned for insufficient fundsThis is standard policy and procedure.Prior to the clearance period of the check, the client repeatedly emailed and called us on numerous occasions, demanding that the item be shipped, then demanding that she be allowed to pick it upWe also cannot do this, as we require proof of shipment and delivery on any itemWe ship overnight via FedEx, so having come to pick it up will only have saved hours, had we been able to accommodate the requestHowever, we are unable to release the item, in any form, until the full business days have transpired (again, as explained to the client prior to her remitting payment).Then, still prior to the check having cleared, the client demanded we refund her money, repeatedly asserting that we were perpetuating fraud (for having a check clearance period), informing us she would be contacting the Revdex.com and the FBI (yes, the FBI, again, for having a standard clearance period on a check).We cancelled the client's order in accordance with our policies.It takes 3-business days for the accounting department to process a refund, and that process can't begin until after the check clearance period has transpired. We cannot use the client's FedEx account to issue a refund check because we do not actually write checksWe order the bank to issue a check, and the check is mailed directly from the bank.The client's refund check was mailed on 6/15/The client has informed us that she did not receive itWe initiated a trace with the bank, which confirmed that the check was indeed delivered to her address nearly three weeks ago.As the client is still asserting that she has not received the check, we are in the process of issuing a stop payment on the check, which can take approximately business daysThereafter, once the stop payment is confirmed, we will have the bank process a new check to be mailed to this client.Thank you
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 center.As 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.htmlA 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 warranty.No one individual "owns" AuthenticWatches.com, and the account of calling our organization and speaking to someone claiming to be the "owner" is completely fabricated.In 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 system.The 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
This client received a timepiece and wore it for a couple of months(The assertion that it was worn twice does not correspond with the level of wear on the timepieceThis is, however, irrelevant.) There is a clearly articulated warranty outlined on our website, as well as on the client's warranty
cardThese policies were agreed to on Thursday, June 4th, at 4:09pm PST. There are no terms outlined, nor implied, indicating that a client is entitled to a full refund if he feels it has taken too long to service a timepiece. We have never strayed from the original date which we advertisedOur GM P*** *** spoke to the client and assured the client that the item will arrive no later than "mid-October" That was the only due date which had ever been promised the clientThis due date was well within the posted lead time for repairs which is clearly articulated in our policies (weeks).The client called in on October 1st (weeks prior to the deadline), with a litany of threats of legal action, demanding a full refund He then initiated a fraudulent charge dispute with his credit card.The watch arrived back from service on October 2nd.Because of the fraudulent charge dispute initiated, we must go through the dispute process. To be clear, had the client simply waited until the due date (which, again, was well within the lead time for repairs, as posted online), he would have been wearing his timepiece by now.We will not issue this client a full refund, simply because he doesn't feel he should wait for a repair (which again, arrived two weeks ahead of schedule)Had he purchased directly from an authorized Breitling dealer, he would be in the exact same situationHe would simply have to wait for service, as all other clients do. There is no refund policy available on any used watches, regardless of where the timepiece has been purchasedThis is universalWe are sorry, however, we will not be issuing this client a refund
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 play.According 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 refund.Upon 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 watch.There 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 reply.We 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 him.No 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
We apologize for the error, a total of weeks transpired from shipment to returnNevertheless, the timepiece was indeed pressure tested and returned sealedWe are sorry, however, moisture infiltration is not covered under warranty
This client returned his timepiece for service, and the timepiece did indeed require a movement maintenance service, which is not covered under warranty as clearly outlined in our warranty policies, as well as on the client's warranty card.The client requested that the timepiece be recalled with no
services renderedThere has indeed been a delay in returning the timepieceWe have spoken with the dealer and he has informed us that the timepiece is now en route backOnce received, the client's timepiece will be returned to the client in the same condition in which it was receivedThank you
All information contained in our previous response is accurateWe have policies which are agreed to upon checkout clearly outlining the terms of saleAdditionally, these are very common policiesNo manufacturer, nor authorized dealer, allows for a return of a watch for refund after even a few days of wear, much less over a year.The timepiece cannot be returned for refund as, #- The timepiece has been worn, and #- Over one year and three months have transpired since purchase (our return policy is that items must be returned brand new, with all tags and stickers, never having been worn, and be returned within days). Here is a link to our policies:http://www.authenticwatches.com/info.htmlHere is the specific link to our return policy:http://www.authenticwatches.com/authenticwatches-return-policy.html All returned items for repair must be accompanied by payment for return shipping Here is a link to our warranty policies which outlines this:http://www.authenticwatches.com/authenticwatches-warranty.htmlHere is a link to the RMA for which outlines this (which the customer signed and included with the package):http://www.authenticwatches.com/returns.htmlIn addition, we have attached a photograph of a blank warranty card, which also outlines this Once the client remits payment for return shipping, the timepiece will be sent to the service center for assessmentShould the client not wish to have the timepiece serviced, then the timepiece will be returned to him with no interventionIn either case, the return shipping payment is for return shippingThe timepiece will remain in storage pending the arrival of the client's payment Please note that we are not responsible for any items left in our possession in excess of one year (from the time of receipt) Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11943928, and find that this resolution is satisfactory to me
Regards,
K*** ***
We are truly sorry that the client feels (or, at least, project such feelings) that there is some nefarious plot at play, or that there is "word twisting" taking place when a matter of fact recap of the events having taken place is reported. We are a very large corporation, and have been in business for yearsWe can assure this client that there is no evil plot to steel links and damage items being perpetuated by us, nor the authorized dealer, nor the manufacturer The client insinuates that there are "other" motivesWe assure you, we have far better things to do with our time, as does our authorized dealer, as does the manufacturer.We are unable to "give" the client "something" based on his inaccurate portrayals of our business, nor based on his accusations of theft of pieces of his timepiece. Thank you
This client purchased a timepiece years agoThe timepiece requires a movement maintenance service which is not covered under warrantyThe client demands we cover the non-warranty service, which we are regrettably unable to doThe timepiece is being returned to the client with no intervention
We are sorry for any inconvenience
This client has asserted that his watch was faulty immediatelyHowever, he did not make a complaint until over years after purchaseAt that time, he sent the timepiece in, and was emailed and estimate for the cost of service, as his timepiece required a movement maintenance serviceHe did not
reply to the estimateMonths later, he was sent a "final notice" estimate, to which he replied indicating that he would like the item returned with no services renderedAccordingly, his item has been recalled from the authorized dealer and will be returned to him in the same condition in which it was received.We cannot accept the claim that the item did not work from the start, as common logic would dictate that an individual would report such an anomaly at the time the item failed, especially on a new watch That he did not call in any complaint for over two years after the time he purports the watch failed, we cannot consider the claim that it didn't work from the beginning to be valid
This client purchased and received a Breitling timepieceThe client called in to report that the item was not as advertised, and that they did not receive an anthracite strap as ordered (model 100W) on their watch, but instead had received a green military strap (which is model #105W).We will
indeed be happy to offer a full refund, if the account of the customer having received the incorrect strap was actually true.Upon receipt of the timepiece, we see that the strap shipped was indeed the correct strap ordered (anthracite color, model #100W - inscribed on the back of the strap).Since the item we shipped was not incorrect, we cannot offer a full refund and waive our policies based on the client's inaccurate depiction of what was received Whereas the client was indeed shipped, and did indeed receive (and subsequently return) the exact item which they ordered; we are not able to offer a full refund, and must assess the 10% restocking fee as outlined in our policies.We apologize, however, we are not able to issue the client any further refunds
Complaint:
I am rejecting this response because: THIS WATCH WAS PROMISED AS WATER TIGHT NEW NON DEFECTIVE , AND IT WAS NEVER BEEN UNDER WATER EVEN THOUGH IT WAS DESCRIBED AS - exceptional water resistance to a depth of 1,000 m (3,300 ft)
I AM VICTIM OF SCAM CONDUCTED BY AUTHNTIC WATCHIS .COM AND THEY NEED TO BE RESPONSABLE FOR SELLING ME ( LIMON) DEFECTIVE EXPENSIVE WATCH LIKE Breitling Superocean 44 PLEASE ALSO CHECK OTHER VICTIMS AND RIVEWS DONE BY REAL PEOPLE WHO DONE BUSSINES WITH THIS COMPANY : https://www.yelp.com/biz/authentic-watches-moorpark
REGARDS,
*** ***
This client is not a client of ours His timepiece was never purchased from us The client has a watch that is 40-years old.The client had called, and asked if we can get him an estimate for the service and refinishing of his timepiece The estimate for service was $442, and he
opted for the optional refinishing service of $ He paid a total of $592. The timepiece was serviced, refinished, tested, and returned.Because the timepiece has decades of wear, it is impossible to refinish it to perfectionAs indicated to the client , the refinishing service will be to restore it "as best as possible:".The function of the timepiece was tested prior to return to the client, and the timepiece was indeed fully functional. If the client is experiencing issues with the timepiece post-service, he is free to return the timepiece to us, and we will send it to the dealer for evaluation. We will not reimburse this client for any sum of money
We are truly sorry that the client feels (or, at least, project such feelings) that there is some nefarious plot at play, or that there is "word twisting" taking place when a matter of fact recap of the events having taken place is reported. We are a very large corporation, and have been in business for yearsWe can assure this client that there is no evil plot to steel links and damage items being perpetuated by us, nor the authorized dealer, nor the manufacturer The client insinuates that there are "other" motivesWe assure you, we have far better things to do with our time, as does our authorized dealer, as does the manufacturer.We are unable to "give" the client "something" based on his inaccurate portrayals of our business, nor based on his accusations of theft of pieces of his timepiece. Thank you
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The client has stated that we are misleading him by informing him the timepiece requires a maintenance serviceWe have provided a link to TAG Heuer's website in response, and the client simply disregarded, citing his personal feeling that it was unlikely that the watch would require an overhaulThis is simply not correctHe further cites that the timing is not likelyThat is not accurateThe timepiece is years old, and maintenance services, in reality, are required after 2-years.As previously stated, the client is more than welcome to send the timepiece directly to TAG HeuerThe client asserts that he will receive much more detail from themTAG Heuer will simply provide the line item that the timepiece requires a movement maintenance service, and explain what that entailsHere is the exact text the client will receive as the "charge" line item at the bottom of his estimate from TAG Heuer:Maintenance II - complete service on quartz chronograph watch consists of the following steps: ultrasonic cleaning of case and bracelet, replacement of case spring bars, battery, back gaskets, crystal gaskets, crown gasket & pusher gaskets if applicable, replacement or repair of movement, time keeping test, water resistance test, one (1) year service warranty on all chargeable work performed.All information contained in our previous response is accurateWe are sorry, however, we are neither able to service free of charge, nor offer any refundThank you
This is a standard issue policy among all retailers; online or otherwiseThe client has cited that he feels that this policy should not apply to online retailersThe client is certainly entitled to have personal feelings on business practices; however, we, along with all other retailers (online or otherwise) are businessesAll businesses reserve the right to cancel an order, or refuse service, at their sole discretionWe clearly articulate this in our policies, and the client agreed to said policies at the time he attempted to place an orderThank you
The client has not read our reply.The client asserts "I 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."Our previous response: "We cannot use the client's FedEx account to issue a refund check because we do not actually write checksWe order the bank to issue a check, and the check is mailed directly from the bank." The client has again asserted that we are not doing anything to address her concerns, however, as stated in our previous reply:"As the client is still asserting that she has not received the check, we are in the process of issuing a stop payment on the check, which can take approximately business daysThereafter, once the stop payment is confirmed, we will have the bank process a new check to be mailed to this client."Thank you
Complaint:
I am rejecting this response because:I am not going to keep arguing, because the truth is they told me on the phone it was new and on their site they did have Rolex's labeled as new which they have recently changed, but they did say factory fresh or whatever they want to call it meant newBut AW will deny that they told me it was newWhich makes no sense cause if they told me it wasn't new why would I send it back telling them that it wasn't new if I already new that before buying itI have nothing to gain from this, because I am not asking for a refund or to exchangeI just want them to put on their site that they don't have the protective stickers on their Rolex'sYou have to ask yourself why are they not willing to do something so simple. They answer to that is because they know people don't want to buy a new Rolex that has no protective stickers on itSo they will loose business to the other grey markets that do sell their Rolexes with protective stickersBut I am just letting anyone know who is reading reviews on this AW know that your Rolex will NOT have protective stickers and you will have know way of knowing if it is new or if it was a store display stayYou can take that gamble if you want too
Regards,
C*** ***
Complaint:
I am rejecting this response because:My complaint wasn't addressed at all, none of my questions are responded!1) Whether I am not able to prove that the timepiece was broken from the moment close to purchase I have sent the watches within the warranty period,2) The retailer was unreasonably trying to earn from me $for the repair without any proof of inspection,3) The retailer provides information that is misleading customers regarding the warranty because the store can tell anything without any proof, thus the warranty work only upon decision of the storeAt least it must be mentioned on the web-site that the warranty is very limited and there are a lot of conditions when it will not work. 4) The store didn't explained why it is not returning my timepiece for month since I requested to do this in written
Regards,
*** ***
This client placed an order and decided to remit payment via checkIn advance, we advise all clients who opt to remit payment by check that we will not ship the order prior to business days after the check has been deposited, in order to assure clearance of payment.The client repeatedly emailed
and called insisting that she can see that the check had already cleared, demanding that we send the item immediatelyWe repeatedly informed her we are unable to do so, as we have to await the check clearance period as explained to the client prior to the mailing of her check.Although a person who writes a check can check their account and see that the funds are cleared, the recipient of the check (us), not having access to the client's account, cannot see thatThe minimum business day period is necessary because it typically takes 8-days for a check with insufficient funds to be returnedFor example, if someone were perpetuating fraud, they can call us days later and say "oh, don't worry, I see that the check cleared my account." If we ship items based solely on the statement of a check writer, we have no protection should the check be returned for insufficient fundsThis is standard policy and procedure.Prior to the clearance period of the check, the client repeatedly emailed and called us on numerous occasions, demanding that the item be shipped, then demanding that she be allowed to pick it upWe also cannot do this, as we require proof of shipment and delivery on any itemWe ship overnight via FedEx, so having come to pick it up will only have saved hours, had we been able to accommodate the requestHowever, we are unable to release the item, in any form, until the full business days have transpired (again, as explained to the client prior to her remitting payment).Then, still prior to the check having cleared, the client demanded we refund her money, repeatedly asserting that we were perpetuating fraud (for having a check clearance period), informing us she would be contacting the Revdex.com and the FBI (yes, the FBI, again, for having a standard clearance period on a check).We cancelled the client's order in accordance with our policies.It takes 3-business days for the accounting department to process a refund, and that process can't begin until after the check clearance period has transpired. We cannot use the client's FedEx account to issue a refund check because we do not actually write checksWe order the bank to issue a check, and the check is mailed directly from the bank.The client's refund check was mailed on 6/15/The client has informed us that she did not receive itWe initiated a trace with the bank, which confirmed that the check was indeed delivered to her address nearly three weeks ago.As the client is still asserting that she has not received the check, we are in the process of issuing a stop payment on the check, which can take approximately business daysThereafter, once the stop payment is confirmed, we will have the bank process a new check to be mailed to this client.Thank you
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 center.As 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.htmlA 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 warranty.No one individual "owns" AuthenticWatches.com, and the account of calling our organization and speaking to someone claiming to be the "owner" is completely fabricated.In 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 system.The 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
This client received a timepiece and wore it for a couple of months(The assertion that it was worn twice does not correspond with the level of wear on the timepieceThis is, however, irrelevant.) There is a clearly articulated warranty outlined on our website, as well as on the client's warranty
cardThese policies were agreed to on Thursday, June 4th, at 4:09pm PST. There are no terms outlined, nor implied, indicating that a client is entitled to a full refund if he feels it has taken too long to service a timepiece. We have never strayed from the original date which we advertisedOur GM P*** *** spoke to the client and assured the client that the item will arrive no later than "mid-October" That was the only due date which had ever been promised the clientThis due date was well within the posted lead time for repairs which is clearly articulated in our policies (weeks).The client called in on October 1st (weeks prior to the deadline), with a litany of threats of legal action, demanding a full refund He then initiated a fraudulent charge dispute with his credit card.The watch arrived back from service on October 2nd.Because of the fraudulent charge dispute initiated, we must go through the dispute process. To be clear, had the client simply waited until the due date (which, again, was well within the lead time for repairs, as posted online), he would have been wearing his timepiece by now.We will not issue this client a full refund, simply because he doesn't feel he should wait for a repair (which again, arrived two weeks ahead of schedule)Had he purchased directly from an authorized Breitling dealer, he would be in the exact same situationHe would simply have to wait for service, as all other clients do. There is no refund policy available on any used watches, regardless of where the timepiece has been purchasedThis is universalWe are sorry, however, we will not be issuing this client a refund
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 play.According 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 refund.Upon 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 watch.There 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 reply.We 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 him.No 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