OMEGA Boutique

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meI would like to also request that my warranty be extended from the time that is was sent in til the time that I receive it

Dear Mr***:
class="MsoNormal" "margin: 0in 0in 10pt;">We would like to sincerely apologize for the unsatisfactory service you feel you received from our Omega Roseville boutique We sympathize with your frustration and would like an opportunity to regain your confidence in our boutiques.
We would like to address the fact that you believe your watch was not sent to an Omega repair facilityAttached is the paperwork that is generated for all watch servicing indicating your timepiece has gone to our Omega service center
The timeframe on full maintenance service is 8-weeks from time of approvalYour service from last year was dropped off on 11/29/13; approval of estimate on 12/13/13; and watch was ready for pick up in boutique on 2/5/Therefore, your timeframe was not months but rather within the 8-week timeframe
The warranty for a complete maintenance service is years and covers defect from the original work performed, but does not cover wear and tear or damage from an outside sourceUnder the circumstances we will grant your current servicing to be complimentary
I want to thank you for your patronage of the brand in the past and hope you will reconsider your opinion of the Omega Boutique in Roseville

The Omega brand is disappointing. The exchange policy is misleading to customers. There is no mention of a NO RETURN POLICY which is not fair. I bought an omega watch from their Tyson’s Virginia boutique. The way the exchange policy is worded is DECEIVING. It is lying by omission. There are so many more brands out there providing much better customer service without having to shove their watches in people. I spoke with Kenny and Alexandra from the branch with no resolution. Alexandra even threatened to call security on me if I come to the store to make the return. WOW. This is how they treat customers after they “trick” you into buying their product. Truly disappointed. I will never buy an Omega watch again.

OMEGA Boutiques return policy is clearly stated on both the customer and merchant receipt along with being posted in the store. It is also clearly explained by sales associate at time of purchase. "We must inform our patrons that we only offer exchange, provided the merchandise is returned in its...

original condition, with proof of purchase, and within 14 days of the date of sale. The exchange must be for the same or greater value. We are not able to accept any merchandise for exchange if it is damaged or altered." The client has been offered to exchange for a new timepiece without even seeing the original watch. Our policy is always to check for wear and tear and or defect before allowing an exchange. However, in light of the circumstances we are going above and beyond by allowing for the exchange and arranging any logistics of this process since the client lives out of the country currently.

Company states that they have attached a copy of an invoice from Omega to show that the watch is currently being serviced. They also state that the approximate date of completion is August 25th and they will receive the watch 3-5 days after that.

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I would like to also request that my warranty be extended from the time that is was sent in til the time that I receive it.

I'm not sure why anyone would buy from an omega boutique. If you want to buy directly from Omega, you can buy on line, and you have the opportunity to return the item. This mix of policies makes no sense to me. Additionally there are many highly reputable watch dealers licensed to sell Omega who will provide better customer service.

OMEGA Boutiques return policy is clearly stated on both the customer and merchant receipt along with being posted in the store. It is also clearly explained by sales associate at time of purchase. "We must inform our patrons that we only offer exchange, provided the merchandise is returned in its...

original condition, with proof of purchase, and within 14 days of the date of sale. The exchange must be for the same or greater value. We are not able to accept any merchandise for exchange if it is damaged or altered." The client has been offered to exchange for a new timepiece without even seeing the original watch. Our policy is always to check for wear and tear and or defect before allowing an exchange. However, in light of the circumstances we are going above and beyond by allowing for the exchange and arranging any logistics of this process since the client lives out of the country currently.

Review: I recommend NOT to use Omega Watch Store in Roseville, CA for any watch service due to fact they do not know how to repair watches and questionable where they send for repair. My first service was the watch was not working due to strong shock. I should not wear the watch while using a hammer, I agreed to repair and paid the price. The service tech mentioned they send watch away to main repair center in Washington State which I do not believe. It took them 4 months to repair my watch costing approximately $1100 and after 2 months of wearing after receiving back from repair it stopped working. I have returned to the store immediately and staff [redacted]mentioned watch would be sent to Washington repair center for inspection. The rep[redacted]called by following week with accusation was I caused physically damaged to the watch with strong shock. She mentions during return call when I disputed the accusation who mentioned it was difficult to find the movement and will review with manager. Do I have pictures of the watch and I have caused physical damage? Which I am 100% confident no shock was caused by me to the watch. Who in the world would damage a watch after spending approximately $1100 for repair. It was weird when I brung the watch for repair to the same man [redacted]which service the watch the first time he mentioned that they would provide an estimate, why in the world would he say that when I've just brung the watch to[redacted]and he was present during service the first time.It's the principle and false accusation which makes me upset. I was informed by staff[redacted]"there would be a 2 yr warranty for all defects in the watch for any repair". We guarantee our work for 2 years. This is fraud which Omega Boutique failed to honor their warranty.Desired Settlement: 1. I would like my watch to be repaired by Omega Company showing proof of repair by service center.2. Since I did not have my watch to use for so many months I would like a extension on warranty for 2 years after the repair.3. Compensation of $300 for watch to use since took so long for repair due to fraud.

Business

Response:

Dear Mr. [redacted]:

We would like to sincerely apologize for the unsatisfactory service you feel you received from our Omega Roseville boutique. We sympathize with your frustration and would like an opportunity to regain your confidence in our boutiques.

We would like to address the fact that you believe your watch was not sent to an Omega repair facility. Attached is the paperwork that is generated for all watch servicing indicating your timepiece has gone to our Omega service center.

The timeframe on full maintenance service is 8-10 weeks from time of approval. Your service from last year was dropped off on 11/29/13; approval of estimate on 12/13/13; and watch was ready for pick up in boutique on 2/5/14. Therefore, your timeframe was not 4 months but rather within the 8-10 week timeframe.

The warranty for a complete maintenance service is 2 years and covers defect from the original work performed, but does not cover wear and tear or damage from an outside source. Under the circumstances we will grant your current servicing to be complimentary.

I want to thank you for your patronage of the brand in the past and hope you will reconsider your opinion of the Omega Boutique in Roseville.

Business

Response:

Company states that they have attached a copy of an invoice from Omega to show that the watch is currently being serviced. They also state that the approximate date of completion is August 25th and they will receive the watch 3-5 days after that.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I would like to also request that my warranty be extended from the time that is was sent in til the time that I receive it.

Review: I just retired from the USAF after being stationed in the UK. I just moved here to the Sacramento, CA area. I purchased a watch for my wife at Omega Boutique. My wife is still in the UK and is supposed to fly here this weekend to join me. She phoned me today to tell me to return the purchase as we can't afford it right now. I just spend $16K moving here. She is threatening to divorce me and stay in the UK if I don't return the watch. I phoned the store to return it and they have a no return policy. They contacted their boss who disapproved my return stating that they want to protect the integrity of their product. I have not even opened the package since leaving with it Saturday. I am requesting your help in getting my refund. I would rather be honest and tell you that I need help to keep my marriage as opposed to having a watch. I made the purchase and made the mistake. However, I am looking for mercy with the seller and can't get it. This buisness practice is unfair in my opinion and causes great distress upon some customers.

Product_Or_Service: Omega Constellation Watch

Desired Settlement: DesiredSettlementID: Refund

I would like a full refund of my money or a refund with a restocking fee payment as high as $150. I am willing to compromise whereas they stated that they were not when I made the restocking fee offer.

Business

Response:

Business' Initial Response

OMEGA Boutiques return policy is clearly stated on both the customer and merchant receipt along with being posted in the store. It is also cleary explained by sales associate at time of purchase.

"We must inform our patrons that we only offer exchange, provided the merchandise is returned in its original condition, with proof of purchase, and within 14 days of the date of sale. The exchange must be for the same or greater value. We are not able to accept any merchandise for exchange if it is damaged or altered."

Since the filing of the complaint the client has been in contact with the boutique and the situation resolved. The customer along with his wife visited the boutique and have exchanged for an item more to their liking.