Movado Company Store

I contacted [redacted] by telephone to apologize for her inconvenience and explain our policy to her Movado Company Store does not advertise free battery replacements I am the store manager at this location for almost years now We are not a service center but a retail sales location As a courtesy to our clients, we do change batteries in the watches that we sell that we are qualified to change Some watches due to their warranty have to be sent in to the service center by the client I have two qualified and trained individuals on staff and they are the only ones allowed to change batteries due to the liability We not only change the battery but check the gasket and pressure test afterwards It is not always a "simple process" If not performed correctly, the watch can be damaged The fee for battery service is $plus tax The day that [redacted] came into the store, [redacted] (key holder manager) and [redacted] were on staff - no one else Neither are qualified to change batteries We ask our clients to call ahead so we can let them know when a technician will be in the store The reason [redacted] did not look at the watches is because she cannot change the battery She walked to the back office to check the schedule to see when [redacted] or [redacted] (battery technicians) would be coming in so she could tell [redacted] [redacted] and [redacted] had no idea that [redacted] was upset until they read the letter I apologized to [redacted] and explained our policy to her I explained to her the process of changing the battery and the liability You only want someone trained and qualified working on your luxury watch I also told her that if she would bring the watches in when one of the technicians was scheduled, we would change them for free because of her inconvenience She decided not to do this We appreciate her business and do apologize for the misunderstanding

I contacted [redacted] by telephone to apologize for her inconvenience and explain our policy to her.  Movado Company Store does not advertise free battery replacements.  I am the store manager at this location for almost 3 years now.  We are not a service center but a...

retail sales location.  As a courtesy to our clients, we do change batteries in the watches that we sell that we are qualified to change.  Some watches due to their warranty have to be sent in to the service center by the client.  I have two qualified and trained individuals on staff and they are the only ones allowed to change batteries due to the liability.  We not only change the battery but check the gasket and pressure test afterwards.  It is not always a "simple process".  If not performed correctly, the watch can be damaged.  The fee for battery service is $35 plus tax.  The day that [redacted] came into the store, [redacted] (key holder manager) and [redacted] were on staff - no one else.  Neither are qualified to change batteries.  We ask our clients to call ahead so we can let them know when a technician will be in the store.  The reason [redacted] did not look at the watches is because she cannot change the battery.  She walked to the back office to check the schedule to see when [redacted] or [redacted] (battery technicians) would be coming in so she could tell [redacted]. [redacted] and [redacted] had no idea that [redacted] was upset until they read the letter.   I apologized to [redacted] and explained our policy to her.  I explained to her the process of changing the battery and the liability.  You only want someone trained and qualified working on your luxury watch.  I also told her that if she would bring the watches in when one of the technicians was scheduled,  we would change them for free because of her inconvenience.  She decided not to do this.  We appreciate her business and do apologize for the misunderstanding.

Review: I went into the store trying to buy my husband a watch on June 14, 2014 because I was going away for military duty and I specifically asked the salesperson, Amin, if I am able to return it. I asked because I was unsure if he would like it because I wanted a specific watch and he said this would be the next best thing. However, my husband didn't like it and went to return it on June 15, 2014 and the manager pointed to the bottom of the receipt it says all sales are final, no refunds. There was no need for me to look at the receipt from when I bought so I didn't know the policy I was going off what the salesperson told me. This was located at the [redacted], [redacted], [redacted], MD [redacted] and they said they were affiliated with the one located in [redacted], VA. This is very upsetting and I need to leave for my military duties.

Business

Response:

July 21, 2014Dear Revdex.com:This letter is in reply of complaint ID [redacted] ([redacted]) submitted on 6/15/2014 at 4:28:28 PM.The customer was accommodated on July 8th of 2014; when they went into our Movado location in [redacted] in [redacted] Virginia, where they were abie to exchange the merchandise previously purchased for another itern that better met their needs.The transaction number is [redacted] (processed from register #2)The custormer's desired outcome has been met/exceeded.If you have any other questions, please do not hesitate to Contact me.Best regards,Jay MStore Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: my husband hated the watch so much and 30 days was about to expire so I went and got another watch because I was waiting for the Movado's response. I still did not like how Amin told me that I could return the watch because I do not purchase from stores with an exchange only policy. I like how the one in [redacted] has signs hanging up saying only exchange only but I'm forced to go all the way out to that store because of the bad customer service I received from the one in [redacted]. I still would like an apology for what was said to me because it was not true, forcing me to buy another watch from you when I wanted my money back because that what was the directions given to me. If I can still get my money back from the watch I recently purchased I would like to because I do not want to shop at [redacted] again.