Movado Group, Inc.

Complaint: [redacted]
I am rejecting this response because:the email says I have to pick up the watch and that is NOT REASONABLE . I am asking for a shipment as I stated very clearly . Idon't live near the store and in regards of the phone call your Reginal manager woke me up in the morning and that's why I hung up and also he should have stated he was the regional manager and I could have told him to call me back later. Most high end stores ask for a preferred time to be contacted maybe you should consider that before waking people up! The second call I missed and when I was about to call it back I saw your nasty email which also stated you won't reply so that's why we are here.  Thank you 
Regards,
[redacted]

Hello [redacted], A voicemail was left for your today, January 13, 2018 we are in need of the numbers engraved on the back of your watch to identify the correct clasp. Please respond to the email with this information so we are able to provide you with the information needed.

Review: I purchased a Movado watch on March 1st, 2015 for around $500. As I was driving home (about 30 minutes later), I noticed that the watch was not keeping time. I went back to the store and asked the management to run some tests. They verified that the issue was not a battery issue, but rather a defective watch which had a movement problem. I asked them to exchange it for another watch, as I had only owned it for 30 minutes but they refused as per company policy. I was upset, as the company/store should have some sort of quality metrics and not sell customers defective watches. Finally, the manager agreed to exchange the watch for me with another model. About a month into owning the new watch, I noticed that the new watch also stopped keeping time. I sent the watch to the repair center and they let me know that this watch was also defective and was being serviced. I asked them to issue some sort of refund for this level of customer disrespect and dissatisfaction as I was shocked that they sold me two defective watches.Desired Settlement: I would like some sort of monetary compensation for this deception and disrespect. I cannot believe a brand like Movado has this little respect for their customers and sells defective watches.

Business

Response:

We are in receipt of your letter dated April 29, 2015 regarding the claim by the above complainant requesting monetary compensation. Below is the email customer sent to us on April 23, 2015, “I am writing to express my disappointment with the Movado brand. I am in the process of a service claim (covered under warranty; replacement of movement, battery and gaskets) of my brand new 1 month old watch which I purchased. Actually, this is a replacement watch I had to get in lieu of the original watch I had to return because it sold defective to me. I want to know how you are going to compensate me for this ordeal and for being sold two defective watches. I am planning to speak to Revdex.com and will never be recommending this brand again. I need some sort of monetary compensation for being duped like this.” 1. Responded to the complainant on April 23, 2015 that Movado Group Inc., do not provide monetary compensation to any of our customers. Since the first watch customer purchased did not function, our Movado Company Store provided complainant with a brand new watch without any questions. 2. Advised customer of our warranty protection guidelines which stipulates that "Movado will, within two (2) years from date of purchase, repair or replace (at Movado's option) the movement of your Movado watch free of charge if such movement proves to be defective in material or workmanship under normal use…. Therefore, your watch is covered under the two-year warranty guidelines and services were performed under warranty. Please keep in mind that only the manufacturer, in this case, Movado Group Inc., can deem a watch defective, no one else. If a watch is in the retailer’s showcase for a period of time, the battery can be exhausted or the movement can stop functioning, since it is a working mechanism and that does not make a watch ‘defective’. That is the reason for the two-year warranty. 3. Services were provided under warranty. 4. Our Movado Company Stores and Movado Group Inc. do not have a policy to provide monetary compensation. 5. Our Movado Company Store indicated that they will be able to provide as a courtesy a ‘leather bound journal’. If customer agrees to accept this offer she may contact our Movado Company Store and ask for the Manager since the Manager is aware of this complaint and she will mail it to her. No other complimentary gift will be provided. In conclusion, customer was given a new watch on March 1, 2015 and we subsequently provided service under warranty. We are unable to grant this customer monetary compensation as she is requesting. If we should grant requests such as this we would not be acting prudently as a public company. Again, we cannot provide any type of monetary compensation to this customer. Best regards, Fay M.

Review: I sent my watch in because there was a small crack in the crystal of my water resistant[redacted] by Movado sports watch. I received the watch within a reasonable time frame... The watched appeared to be in working condition. After wearing it for a day I noticed that the time had stopped ticking. I reset the watch by setting it to the correct time and it began working again, for a few hours -- and stopped again... Since then, I have reached out to customer service THREE times, and have not heard NOTHING!!! This is completely unacceptable, as they advertise that they will respond within three days. It's been three weeks and I haven't received a response from either three messages sent to customer service concerning this faulty repair.Desired Settlement: They have the responsibility to ensure that the staff are properly fixing the watches before sending them back to the consumer. My watch worked fine before I sent it to them minus the superficial crack on the crystal....

Business

Response:

We are in receipt of your letter dated October 17, 2014 which we received on October 21, 2014, regarding the complaint by [redacted]. Firstly, we are somewhat surprised that Mr. [redacted] contacted the Revdex.com since our documentation indicates that we responded and addressed his complaint. Please see the sequence below: • Sunday, October 12, 2014 6:09PM: Customer, Mr.[redacted], contacted our office via email which states, “This service had been far from exceptional.... This is my third attempt within the past THREE weeks about a previous repair breaking the functionality of my watch. I sent it in for the Crystal to be replaced and the watch no longer works properly. It doesn't make any sense. I suppose no one is checking these emails, so I will take other measures to get the quality customer service I should have already received. This is ridiculous and completely unacceptable!!! • Tuesday, October 14, 2014 11:47: Our response to Mr.[redacted]. “Dear Mr.[redacted]: Thank you for your inquiry. We are truly sorry for the lack of response, it appears that your inquiry was re-routed we are not sure. However, in checking the notes our records indicate that you have contacted our Call Center and an electronic label will be sent to you. We are sorry that you have experienced problems with your recently repaired timepiece. Again, we are sorry that we did not locate your prior inquiries. We would like you to know that the Customer Care Response Team has 2 to 3 business days to respond to all inquiries it is somewhat faster to contact our Call Center at ###-###-#### Monday through Friday 9:00am to 5:00pm EST for status of watch repairs or any questions pertaining to your timepiece. However, we did not locate the prior emails.” Best regards, Customer Service Movado Group Inc. • Tuesday, October 14, 2014 9:35am. Customer, Mr.[redacted], called our Call Center Department. The Notes by our Call Center Representative, who took his call, stated “Customer called says his watch now has stopped working. Advised customer that watch needs to be returned to us for evaluation.” She then sent an Electronic Label to his email address under[redacted]. In checking the [redacted] tracking number, [redacted], our records indicate that it has not been used. In regard to Mr. [redacted] complaint, “They have the responsibility that the staff are properly fixing the watches before sending them back to the consumer. My watch worked fine before I sent it to them minus the superficial crack on the crystal”. Please be advised that whenever we provide a service on our timepieces, once the service has been completed the timepiece is then sent to the Quality Control Department for 48 hours. If the watch passed Quality Control it is then shipped to the customer, if it fails it is then returned to the technician. When the watch left our repair facility on September 16, 2014 it was working fine. Our warranty protection guidelines for repairs and/or service stipulate that the repairs are covered for a period of one year should the watch return to us for the same repair within the year. That is the reason our Call Center Representative sent the Prepaid Electronic Label for the watch to be returned to us at no cost to the customer. In conclusion, if the customer did not receive the Electronic Label we are not sure why he did not contact us. Oftentimes if the customer did not receive the Electronic Label we would ask that they check SPAM mail. Wwe are not sure if he did not receive the label, since there was no communication to our Call Center after October 14, 2014. If Mr. [redacted] did not receive the label he can contact me directly and another label will be sent for the watch to be returned us for an assessment. Best regards, [redacted] Customer Service Movado Group Inc.

Review: I purchase a Movado Watch on Nov 13 2012. The cover of the face of the watch is loose and can fall down easily. I purchase the watch from [redacted] and it come with the warranty card mentioned for 2 years warranty from the purchase date. However, I contact Movado customer service, they refuse to repair my watch under the warranty since [redacted] is not a authorized Movado seller. I believe it is wrong. I think as long as I bough a genuine Movado watch from a trust retailer, it should be covered by the warranty. It is Movado's responsibility to control the sales of their products. If Movado only delivery its watches to its authorized retailers, how can [redacted] got thousand of Movado's watch to sell?Desired Settlement: Movado should repair my watch for free as it is under warranty.

Business

Response:

We are in receipt of your letter dated October 31, 2014 which was received on November 4, 2014. To address the above customer’s complaint regarding warranty repairs, please be advised that our warranty protection guideline stipulates that "Movado will, within two (2) years from date of purchase, repair or replace (at 's option) the movement of your watch free of charge if such movement proves to be defective in material or workmanship under normal use….This warranty does not cover batteries, straps, bracelets, or crystal, nor does it cover damages arising from accidents or misuse, normal wear, scratches. Also, in order for us to provide service under the warranty protection guidelines we require documentation in the form of a valid warranty protection card or proof of purchase in the form of a receipt from an authorized retailer. Our authorized retailers can be found at [redacted]. Additionally, internet vendors and other unauthorized entities typically obtain their goods from a variety of sources. Movado can only guarantee and provide warranty service of watches sold by the retailers who purchase those watches from us, in short our authorized dealers and we can warranty services from watches purchased from Movado authorized retailers. Therefore, watches purchased from unauthorized retailers are not covered by the terms of our manufacturer’s limited warranty. Additionally, it is not uncommon for internet retailers to advertise watches they in fact do not have and may not be able to obtain. Moreover, watches sold by unauthorized vendors could be seconds or refurbished. In the United States, except for discontinued product, Movado Group sells directly only to authorize retailers. Grey market goods (merchandise sold outside of the manufacturer’s established distribution channels) and counterfeit goods continue to be problems for most manufacturers of luxury goods, including watches. We would like you to know that Movado devotes considerable resources fighting this type of issue from time to time. Although Movado’s efforts in this regard are largely effective, it is impossible for us or any other manufacturer to completely eliminate grey market and counterfeit goods. We would not be acting prudently as a public company is we provide warranty service to all watches that are purchased from unauthorized entities. Please be advised that this information was provided to this customer and he was most dismissive. We do not honor repairs for warranty repairs regardless if the watch is a genuine Movado watch, the watch must be purchased from an authorized Movado retailer. Additionally, even if this customer had a valid warranty card from an authorized retailer, we cannot determine warranty repairs unless the watch is sent to our facility for an assessment, only then it will be determined if it is a warranty repair. Please see correspondence from this customer and our responses. We are not sure why this issue would be raised with the Revdex.com since our policy states that we do not cover repairs under warranty if the watch was not purchased from an authorized retailer. This information can be found on our website. If this customer would like to send his watch to us for servicing, he can follow the instructions we provided in our initial response on October 20, 2014 and if he includes a copy of this email I will be happy to provide him with a discount but again, would not cover under warranty as outlined above. Best regards, [redacted] Customer Service Movado Group Inc. From: [redacted] Sent: Friday, October 24, 2014 12:42 PM To: '[redacted]' As we explained in our initial email response Movado Group Inc., do not warranty repairs for watches purchased from[redacted]. They are not an authorized channel of distribution for any of our brands. Best regards, Customer Service Movado Group Inc. From: [redacted] [mailto:[redacted]] Sent: Thursday, October 23, 2014 4:53 PM To: [redacted]-US Subject: Re: FW: MGI Repairs Service - Contact Us - watch_repair Thanks. I got the order detail. I have contract for the warranty, but they say the watches sold by [redacted] are not qualified for the warranty since [redacted] is NOT a Authorized Retailer. But on you purchase webpage, you did list the watch you sold has Manufacture's warranty! Can you contact costumer service or reimburse my repair cost? From: [redacted]-US Sent: Thursday, October 23, 2014 3:41 PM To: '[redacted]' [redacted] is not an authorized retailer for any of our brand, therefore repairs are not covered under warranty. Best regards, [redacted] Movado Group Inc. From: [redacted] [mailto:[redacted]] Sent: Thursday, October 23, 2014 3:36 PM To: [redacted]-US Thanks. I purchase this watch from[redacted], I have the receipt (show purchase within 2 years) and warranty card. But the warranty card is not signed by the seller, since it is an online order. Will that be covered under warranty? Sent: Thursday, October 23, 2014 3:17 PM To: '[redacted]' Dear Valued Customer: Thank you for your inquiry.The cost of shipping the watch to us is the responsibility of the consumer, if upon receipt and the repairs is a warranty repair, the repairs will be performed and there will be no charge for shipping the watch back to you. However, we are unable to provide an estimate to repair unless our technician has the opportunity to physically examine your watch. If you would like to send your watch to us for an assessment you may send it to the address below. If the timepiece is still within the warranty period, please include warranty protection card or sales receipt. If your watch is out of warranty, you will receive an estimate indicating all repair costs. Upon receipt our technician will provide you with a written estimate/evaluation. Valid Warranty cards must have the Authorized Retailer's name embossed on the front, must be signed by the Retailer, and must have the date of purchase indicated. For all our authorized retailers, please visit our website at [redacted]. Best regards, Customer Service Movado Group Inc. Sent: Monday, October 20, 2014 3:07 PM Message I purchase my watch in Nov 2012. I find the cover of the face fall off. I see you have 2 year warranty. Will I have to pay the shipping for the repair if I am qualified for the warranty?

Review: Short version:

[redacted] store representative, [redacted], sold pre-paid jewelry recasting service on 6/15/2010 for wedding band with assurance of their flagship store remaining open, and their corporate office honoring the service should the store close. I had personally visited the store on 10/28/2011 and met with [redacted] while in [redacted], and was reassured that pre-payment would be available indefinitely or refunded should I select to cancel through their store, or their corporate office. Flagship closed ~Feb 2012 (http://www.reuters.com/finance/stocks/companyProfile?symbol=MOV).

Additional relevant information:

Occurred while Movado underwent restructuring and closed all retail stores except for flagship at [redacted] in [redacted] ([redacted]).

Paid for recasting at Movado so if required, would be done within their control and Movado mark inside band would be re-brandished to maintain integrity.

I shared with [redacted] at time of purchase that I did not intend to move forward with engagement or marriage until finishing school, nor could I rush a proposal/engagement/wedding, so I would need assurances that when I was finished with school in 4-5 years from time of purchase, our arrangement would still be honored.

I was assured that it would, and should something happen to the flagship store over that timeframe, my account would be “notated” so anyone would be able to provide the service necessary.

I was further assured that in such event, I would be notified and have the option to work with corporate or entitled a refund, and they would disclose the local, third-party jeweler that would have done the work. I liked the idea of using their jeweler considering Movado’s expertise in the business and referral to a local jewel they trusted with quality work.

They had closed a few months later and I was never informed.Desired Settlement: In good faith, I originally intended to simply put the refund toward the purchase of a new Movado timepiece as a graduation gift to myself; however, given the circumstances of such harsh "customer service," I don't intend to do business with Movado directly, or through any of its licensed products going forward. This was a huge let down, and despite learning about their Revdex.com F-rating, I was willing to give them the opportunity to prove themselves otherwise, and I would have been happy to contribute toward reestablishing their Revdex.com rating. They, however, have unfortunately lived up to their reputation; therefore, I prefer a refund in the amount of $700 in the form of a check or money order and an apology.

Business

Response:

This replies to the above referenced letter which was received yesterday. The customer claims to have purchased what he refers to as pre-paid “recasting” services in the amount of $700 together with a ring he purchased in June 2010 using a credit card at the Movado Boutique in [redacted]. He is now requesting that Movado issue him a check in the amount of $700 since, as he stated in an email, he does not require any services and the credit card he used in 2010 “has been closed and reissued as a result of a security breach in the bank’s system and should not be considered as a refund option”. However, the customer has not provided us with any documentation to support his claim. None of the copies of receipts the customer provided refer to any pre-paid services or “recasting” but instead reflect a $700 charge for a “jewelry repair” on that date. Moreover, we have no record of the Movado Boutique ever selling pre-paid “recasting” services and inquiries with former staff at the [redacted] Movado Boutique (which closed in February 2012) concluded that no one who worked there knew of any such services whether offered on a pre-paid basis or otherwise. This information was communicated to Mr. [redacted] as stated in my responses. I have pasted responses below the dotted lines. Best regards, [redacted] Customer Service Movado Group Inc. From: CustomerCare-US Sent: Wednesday, August 27, 2014 11:48 AM To: 'm@m[redacted].com' Subject: Deposit Refund for Customer Mohammed [redacted] Dear Mr. [redacted]: Thank you for your patience while we research your request. We have completed our investigation relative to this matter and have determined that there is no support for your claim. The receipts you submitted do not refer to “recasting” or make any reference to the amount being a pre-payment or being refundable under any circumstances. Furthermore, inquiries with former Movado Boutique personnel familiar with the facts confirm that the store never charged for recasting on a pre-paid basis as you allege. It also appears that you have made several identical claims with Master Concierge Service claiming the same refund amount based on multiple purchases including in [redacted]. Accordingly, are unable to grant your request for refund and we consider the matter closed on our end. Best regards, [redacted] Customer Service From: CustomerCare-US Sent: Wednesday, August 20, 2014 4:23 PM To: 'm@m[redacted].com' Subject: Deposit Refund for Customer Mohammed [redacted] Dear Mr. [redacted]: It appears that you contacted the entity below a few months ago and she just contacted us on the same issue. To follow up on our phone conversation during the week of August 4, 2014, I advised that I will research and get back to you as soon as we have additional information. I have contacted our Corporate Attorney and the person responsible for the Boutiques who is familiar with the process and I also was able to contact [redacted] after much investigations. We are still working on how best to proceed and we need additional time to come up with a resolution. I am waiting to hear from a few other personnel and once I receive a response I will contact you directly. We thank you for your patience while we try to resolve this issue. Best regards, [redacted] Customer Service Movado Group Inc. From: CustomerCare-US Sent: Wednesday, August 27, 2014 12:33 PM To: 'l[redacted]' Subject: Deposit Refund for Customer Mohammed [redacted] Dear Ms. [redacted]: To follow up on our phone conversation on Monday, August 18, 2014, relative to Mr. [redacted]’s request, we have completed our investigation relative to this matter and have determined that there is no support for his claim. The receipts he submitted do not refer to “recasting” or make any reference to the amount being a pre-payment or being refundable under any circumstances. Furthermore, inquiries with former Movado Boutique personnel familiar with the facts confirm that the store never charged for recasting on a pre-paid basis as you allege. It also appears that he made several identical claims claiming the same refund amount based on multiple purchases in a few states. We are therefore denying his request and we consider the matter closed on our end. I have responded to Mr. [redacted] that we have denied his request for refund. Please see my earlier response to him before we completed the investigation. Best regards, [redacted] Customer Service Movado Group Inc.

Consumer

Response:

Please see the following response to Movado’s recent communication. Pease reopen the case with the inclusion of my response as was done previously on behalf of Movado when they failed to respond within the established window:

“I apologize for any delay in communication. I’ve had final exams this past month up until next week. I feel I’ve been as transparent as I can be throughout the entirety of this ordeal: from my conversations with the boutiques when they were in operation, with [redacted] the first time we spoke, and throughout these correspondences facilitated through the Revdex.com.

I’m forthcoming to a fault so the other party knows where I’m coming from, and they can either accept the relationship that can forge from it, or refrain.

Since the last communication from [redacted], I contacted several Company stores to compare prices of their readily available inventory to that of Movado’s website. One of the watches (model [redacted], RED LABEL, stainless) was available at a great price, slightly exceeding the $700 threshold, which I would have happily paid the difference.

Unfortunately, the timepiece is no longer available.

As I shared with [redacted] during our first phone call, and what is standard practice in my purchasing habits, I can afford to wait for a good deal -- I do so with vehicles, real property, major, and sometimes even minor expenses because it makes financial sense. To spend money for the sake of spending money is imprudent and goes against reasonable financial discipline.

I have the patience to wait until one of the following timepieces become available again at the one of the Company Stores, or if [redacted] is willing to price match them with the inventory she has access to (if it’s different from the inventory the Company Stores have access to), we can conclude this and simply move on.

In good faith, which is what I’ve led with this entire time, I will share with you the following timepieces that I would be interested in, that have been available at the Company Stores on regular occasion.

In respect to [redacted]’s conditions, these are currently offered on Movado’s website in order of preference by model, name, size (mm), web retail price, Company Store retail, Company Store current primary discount (@30%), and Company Store secondary promotional discount, if applicable (currently @15%), and grand total, including 8.25% Texas sales tax:

You are welcome to do the math and reach the same numbers.

Option 1 was available a few weeks ago at the [redacted] store, and I was willing to purchase it immediately; however, I was hoping to hear back by either the store, or [redacted], with the “okay” to move forward, applying the necessary adjustments, though none had.

Ultimately, I cannot in my right mind agree to pay web retail when I can clearly and easily acquire the same item from one of their Company Stores.

I have all the patience in the world to simply wait for one to arise at the right time in conjunction with the right promotion, or simply put, if such discounts are willing to be made by Movado, it is clear Movado still profits from the sale. Therefore, it would be a courteous gesture for Movado (e.g. [redacted]) to extend the promotional price as listed for me this one time considering the extenuating circumstances.

Naturally, I would not expect such a gesture going forward. I would simply do I what I normally do when I’m preparing to purchase anything sizable (ranging ~$1,000+): check for availability periodically, consider the current promotion, and if it makes sense, move forward with the transaction. Whether or not I’m willing to do business with Movado again after having been put through the ringer as aggressively as I have is another story, and I won’t delude myself into thinking my boycott would cause Movado to dissolve.

I had hoped the offer to purchase the [redacted] RED LABEL watch would wrap things up a few weeks back, but now it is no longer available.

I don’t enjoy dragging things out at the rate this is going; however, I am not willing to compromise what I can get with my infinite patience for arbitrary conditions and constraints that cost me significantly more (nearly double) than I know I can obtain the product for.

I am more than happy to periodically check in with the Company Stores on the aforementioned timepieces, and upon availability and decent promotion (considering it can range from 15%-50%, and oftentimes combined with an additional 10%-20%), move forward with it, possibly with an option to simply be reimbursed up to $700… but I would suspect that would cost Movado more than what it actually costs to produce the product. Therefore, I would require a more timely response so an opportunity like what arose a few weeks ago isn’t squandered, or have the timepiece set aside until the transaction is completed, provided [redacted]’s involvement.

If [redacted] has access to another [redacted] RED LABEL and can offer it for $791.58, we can wrap this up before Thanksgiving and fondly reminisce about this story around our respective dinner tables.

In a further effort in getting this resolved, I’ll even pay the $15 shipping, despite the agreement to have it waived. In addition, I would be willing to sign an NDA so such storytelling at dinner tables (all jest aside, any discussion involving this matter and its resolution/settlement) remains confidential.

Otherwise, I’m left to feel that good faith is lacking by the other party. I’m doing everyhting I can to meet their needs; I’d like for them to take into consideration how any reasonable consumer with access to the internet and a telephone woudn’t come to the same conclusions/sentiments I have. I don’t feel any opportunities I’ve suggested to resolve this matter have been unreasonable. It is left to the willingness of Movado to resolve this.

I am hopeful that two grown adults can resolve a relatively simple matter.”

Thank you in advance

Business

Response:

I have called and left two messages for customer this morning to contact us relative to the replacement watch as outlined in our November 21st email. I was away from the office for the good part of the last week and couple of business days. Customer need to contact us before December 12, 2014 with a credit card in order to place the order for the watch shown below at the price of $247.50. Best regards, [redacted]