Tourneau

Never do business with this company! One of the sales reps used my info to call to pretend to be me to up my credit limit. I asked for a certain watch. Was told If I opened a credit card account with them I would certainly have the watch I was asking for. The sales rep never sold the watch I was asking for. I waited for 3 years. Was trying to sell me watches $5,000 above retail. I called to asked for another sales rep they would not give me one I spoke to the higher regional director. Lisa Fristik who happened to be in on it and accused me of being in with the sales rep on shady things just to not make her and what she advises her reps to do. I went above her and she got to her boss before I did basically made me look bad by saying lies and accusing me of doing things I never did just so they wouldn’t have to get me the watch I was asking to buy. I waited 3 years and was told to stop calling and asking for the watch to stop coming in the store and to go buy it from another retailer. I guess that’s how they are dealing with clients that spend a lot of money with them. Stuart Fisher who is the senior Vice President and on the council called me and said I was not a good customer after I informed him and his colleagues of a sales rep stealing from the company. All of my friends and coworkers then told me about the fraud they have going on with their sales reps and deceptive sales practices they Dave going on. They will tell you anything to get you to do business with them. But I am warning you do not do business with tourneau if you want your credit information stolen and fraud under their name. They Knowingly making false representation in an inquiry to acquire ones credit information when I talked to Stuart the so called Vice President he told me I couldn’t prove it as he was sounding guilty and when I asked him certain questions proving what I known to be true he said he would not answer that. Lisa Fristik is a fraud, when talking to her on the phone I don’t know how she even qualified for that job with all the remarks she made against me and rudeness. She should be working at Burger King. When I told them I have all the info in text messages and calls recorded they just told me to stop calling and go another place or close the account I opened up with them that I was told to open to get the watch I was requesting in the first place. Lisa Fristik a FRAUD AND A SCAMMER DONT DO BUSINESS WITH TOURNEAU

So in September 2018 my family and I traveled to Wailea Hawaii and I came across a Tourneau store. I made two purchases, one Rolex and one Patek watch and that's when I met the sales person, Ryan Nakamura. He is probably the best sales person I've ever meet in my entire life. He was so honest, courteous and helpful the first time we met. He is knowledgeable, has so much integrity, comes through on his word and truly a great guy all around. He makes the buying process of my watches ten times more enjoyable, exciting and pleasant. After every purchase I look forward to my next purchase with him. He is truly one of a kind and a great friend!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Tourneau LLC regarding complaint ID [redacted].Sincerely,[redacted]

Tourneau is in receipt of your complaint #[redacted] for customer
[redacted]. We have reviewed the matter and have been in touch with [redacted], who had contacted us via telephone on Friday, February **.
We extend our sincere apologies to [redacted] for any
inconvenience caused by the...

erroneously-generated e-mail notification she
received, alerting her that her timepiece was available for pick-up when in
fact it was still in transit. The problem was a result of a clerical error. Ms.
Luico’s comments about the interaction with the store representative have been
forwarded to regional management for review and follow up. We offer [redacted]
our assurance that any training measures deemed necessary will be promptly taken.
As of Tuesday, February ** Tourneau is in the process of actively resolving
[redacted]’s complaint and has reached out to her directly to extend an accommodation.

Review: My longines time piece was sent out for repair back in 11/**/2015 , then I receive an email notification on 11/**/2015 that my watch was forwarded to the manufacturer. Received an emai on 2/*/2016 that it was ready for pick up. " we are pleased to inform you that the services to your longines timepiece are complete and at your convenience your watch is available for pick up." I went to Tourneau today 2/**/2016 and the store manager said that they don't have my watch because it's in transit. Manager said that typically they call once it ready for pick up. I asked why send me an email if it's not ready. So I asked the manager when will my watch be ready and he answered that he doesn't know. He told me to call back and I said that I did called several times before and I left messages but never received a return call. The explanation the manager gave me is that if they can't understand the message, they can't return the call. I told him I know how to leave messages and that we're talking right now. Manager did not say anything after. So for the manager giving me that reason why I don't received any call back is just low. The manager said sorry but his apology were not sincere. He needs to go back to costumer service and learn how to deal with complaints. I regret to say this, especially this is the 2nd time piece we bought from Tourneau but I wish I could get a little bit more courtesy especially dealing with the same manager and for the money we've spent, I truly felt this store did not have any sincerity to their customers. I spent waiting for 3 months with no watch and experienced awful costumer service. This is something that need to be addressed. For the kind of business that they have, they need to work better on their customer service.Desired Settlement: For me to get my watch back and for someone to address the manager's customer service interaction.

Business

Response:

Tourneau is in receipt of your complaint #[redacted] for customer

[redacted]. We have reviewed the matter and have been in touch with [redacted], who had contacted us via telephone on Friday, February **.

We extend our sincere apologies to [redacted] for any

inconvenience caused by the erroneously-generated e-mail notification she

received, alerting her that her timepiece was available for pick-up when in

fact it was still in transit. The problem was a result of a clerical error. Ms.

Luico’s comments about the interaction with the store representative have been

forwarded to regional management for review and follow up. We offer [redacted]

our assurance that any training measures deemed necessary will be promptly taken.

As of Tuesday, February ** Tourneau is in the process of actively resolving

[redacted]’s complaint and has reached out to her directly to extend an accommodation.

Review: I purchased a new watch from Tourneau about 14 months ago along with a 3 year protection plan in addition to the warranty offered by the manufacturer. Out of the 14 months I have had the watch in my possession for about 9 months. When I purchased the watch it was not keeping time within the manufacturers specifications (unbeknown to me). I brought my watch in after 6 months for a new band (under the Tourneau protection coverage a new band is provided every 6 months), I assumed that they checked the watches before selling them and that the watch was somehow within spec. Regardless I asked them to check and make sure everything was OK. When explaining how the watch kept time the salesperson sounded as if the watch was off, but the inspection verified this. This was the first time the watch was sent out (something that should have been taken care of before the watch was even sold). I was contacted to pick up the watch 2 months later. Shortly after this (about 2 or 3 months) I noticed that the clutch attached to the pendulum that wound the watch was having issues with its clutch (the rotor would not disconnect from the energy storage unit of the watch and would be spun by the stored energy. I waited until the next 6 month mark to bring it in so that the band could be replaced at the same time (knowing that their service would be slow). When I brought the watch in for the second time about a year after purchasing it they notified me that this service may take up to 2 months as well. I was contacted twice over the course of 2 days after about 5 weeks to pick up the watch. When I arrived I was given my watch to inspect it and noticed that even though the receipt states that the band has been replaced it was the same band that was on the watch when I dropped it off (which also was of lower quality than the band that was on the watch when I first purchased it: I was told that when a manufacturer changes a band the replacements would be of the "new" style much to my disappointment). The employees of the store had clearly not inspected the watch (even though multiple notifications over a short period of time had been sent to me to pick it up. I was told they would contact me once a new band was installed. A month later I contacted the store and it seemed as no progress had been made and the employee in general didn't know where the watch was or what its status was - I was told that I would be contacted the following day. Two days later I contacted the store (after not hearing from them) and it seemed as though no order had been placed for a new band over the past month. The service manager told me an order would be placed with a rush notification, but it would take a week and that the band had been on back order. I called the store after 8 days and was told that the band had been on back order and this normally takes 2-3 weeks and I would have to wait another week. About 10 minutes later I was contacted and told that the band had arrived and been installed 2 days prior, but the service manager had not properly checked their internal system.

All in all the service had been absolutely abysmal with the employees not checking the watches condition prior to sale, not completing the services as per the comments left on the invoices, not staying on top of where the watch was or what the status of the work order was along with poor overal management and communication of their operations. Having paid a fairly large amount of money for a protection plan (as previously said this was in addition to the factory warranty) I have not had my watch for almost as long as I have had it for the first year with essentially nothing in the form of explanation or compensation, let alone decent transparency or communication regarding the work orders.Desired Settlement: As I have not bad the watch for a considerable amount of time for the first year, have experienced horrible service and the watch has yet to be inspected prior to me receiving it (including when I first purchased it) I would like a significant modification of the purchasing price paid for the watch and protection coverage.

Business

Response:

Thank you for your submission. In our review of this complaint we have consulted with management at the Tourneau store in [redacted] where Mr. P[redacted] purchased his Hamilton watch and where it was submitted for service under repair item reference #[redacted] in December 2014 and repair item reference#[redacted] in July 2015. Tourneau sincerely regrets any inconvenience to Mr. P[redacted] that was due to any deficiency in the processing of his service requests. Mr. P[redacted]s watch is now ready and awaiting pick-up with the new strap installed. The management at Tourneau Westchester has been attempting to reach Mr. P[redacted] by telephone to arrange for an accommodation. We thank Mr. P[redacted] for his patience and understanding as Tourneau works to meet his watch service needs and we sincerely apologize for any difficulty. We look forward to speaking with Mr. P[redacted] to finalize the return of his timepiece and to answer any questions he may have about the processing of his service requests, as well as the care and functioning of his Hamilton watch.