ComplaintsforSwiss Watch Expo

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a rare Rolex Tri-Dor watch from this business and as soon as I opened the box I realized the dial color was different than it looked in the pictures. I texted, emailed, and called several times and when I finally reached someone I was assured I can return it for a full refund as I am well in the return period - on a recorded phone line! Then someone handled my return case and persuaded me to exchange it and led me through another sales consultation. I considered this option but then had to leave to ****** due to a family emergency and therefore I requested a return label. At this point I am suddenly told a refund is not possible and I am now (thanks to their delays) outside of a refund period and after an exhausting email chain with more than five people, no one from the leadership team got back to me as requested. Meanwhile the watch has been returned (shipping and very expensive insurance paid by me) and received by Swiss Watch Expo. Two weeks since then the watch is now re-listed on their site again as Just In with the same stock number and it is unbelievably disappointing and fraudulent that they have not responded to any more of my emails and not refunded me! At this point they are thieves and I insist on an immediate full refund!

  Business response

  07/13/2024

  The only solution that ***** wants to accept is a full refund, but she agreed to our Return policies and procedures when she made the purchase. She waited until after the Returns period had expired to contact us about a return. Initially, she wanted an exchange, and then switched to demanding a refund. Either way, the watch was not eligible for return or exchange because the Return Period had expired. We then offered an exception to the rule so that she could get the watch she wanted by either an exchange or store credit. Instead of agreeing to the offered solution, she ignored the offer and shipped the watch back without a Return Authorization. We are holding the store credit for whenever she would like to use it. 

  1. The watch was bought and shipped 5/22/24. Invoice is attached. 

  2. The watch was received and signed for 5/24/24. Tracking information and *** Proof of Delivery are attached. 

  3. ***** agreed to our policies, terms, and conditions at checkout by clicking the box and placing her order. Part of what she agreed to is that our Returns policy requires her to contact us about a return by the 10th day. I've attached an email that shows where she clicked to agree, and a calendar showing that she waited until the Returns Period had expired to request a return. Therefore, her watch was not eligible for return or exchange. 

  4. Management made an exception, and offered an exchange or a store credit, but not the refund she was demanding. I have attached the email where we made the offer. She did not agree to the offer, but instead, just shipped the watch to us without a Return Authorization. 

  5. We are holding the store credit, which will not expire or incur any fees, until she is ready to use it. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am from the ***********, ******. On Christmas Eve last year, I was the victim of a home burglary. Stolen from me was a vintage Rolex watch (****** dollar plus) that has big emotional value to me.Then a few weeks back that watch, from Holland popped up at a very big store in ******* with more than 4000 reviews, Swiss Watch Expo, a business with a huge online presence, featured in media outlets with a big reputation. I contacted them, and they confirmed it was the serial number I gave that they had in their hands. I gave them all the police reports, stolen registration, purchase invoices, and photos. Then they told me not to mail again due to harassment, I was stunned. It is stunning that such a big name in ******* is selling and buying stolen goods.

  Business response

  07/08/2024

  There is a set procedure for the extremely rare occasion when a watch in a stores inventory is suspected of being stolen, and we are strictly following it. 
  

  When the police contacted us, we were obligated to remove the watch from the sales listings on all the websites where we advertise, and remove it from the sales area of our store. We did this immediately. We confirmed to the police that the watch is being held, and that it is available for them to examine during their investigation. 
  

  While the investigation is ongoing, the police do not provide us with updates on their progress. There is nothing we can do to speed them up, or to get any idea as to how the investigation is progressing. This is standard procedure during a police investigation. 
  

  We have notified the dealer from whom we purchased the watch, and they are just as committed to cooperating with the police as we are. When we received the watch from them, we ran a theft check on the serial number, and it was not flagged as a stolen item. We have the report showing that the watch had not been reported to the global stolen database. 
  

  The complainant was notified of the procedure, and that the police will be in contact with him directly. Until then, we dont have anything else to add to the conversation. The complainant is welcome to contact the ************** directly for more information.
  

  
  

  Customer response

  07/08/2024

   
  Complaint: 21955321
  
  I am rejecting this response because:

  The worldwide leading database was not checked (The Watch Register), because the watch is registered in there. The US database that was used does not accept police reports from outside the ** (So not a global database) and does primarily register counterfeit watches. This database is also not well known and lacks an online presence. The watch is also registered with Rolex Switzerland themself, there the watch is also not checked. Since it is stolen property and not owned by Swiss Watch Expo, I expect Swiss Watch Expo to solve this with the rightful owner instead of pointing to the local understaffed police and keeping there hands off it.
  
  This is also not a good name to be buying and selling stolen watches for such a big store with a ************************************************************************

  Business response

  07/08/2024

  We check every watch against the Watch ************* Services of America Global Stolen Watch Database. This watch was shown as completely clean. In fact, it STILL shows completely clean, as evidenced by the attached copy of the Stolen Watch Database search. 

  The matter was complicated by the provided police report not being provided in English, and that caused delays as the ************** had to translate it. 

  The reason we asked the complainant to limit communication with us in this matter is that at this point, it is in the hands of the **************, and when they complete their investigation, the issue will be resolved. We are 100% cooperating with them, and following the standard procedures for this kind of matter. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a watch for my husband from Swiss Watch Expo and it did not fit correctly. We were told that we could trade the watch in for another model. When we traded the watch in Swiss Watch Expo did not close the first contract, they added a new contract for the difference. Their financing is through Affirm. Now we are paying on two contracts at two different interest rates, *****% and *****%. We contacted Affirm regarding this and they stated that we needed to contact Swiss Watch Expo. SwissWatch Expo stated this is how it was done and they could not change it. This does not appear to be legal. Once the item was traded in a new contract for the full amount should have been given, subtracting the trade in value. Therefore, providing one interest rate on the balance owed, not two. I would like this purchase corrected. We could not pursue this before now because my husband has had a couple strokes and in his recuperation we did not have the time to follow up further. Your assistance with this matter is greatly appreciated.

  Business response

  06/18/2024

       I spoke with ******************* this morning to find out more about her transactions with SwissWatchExpo. .The First Contract she attached is for a 26 mm ladies' Rolex, which she bought, kept, and paid off with Affirm. It does not have anything to do with the transaction that she had questions about. 

       The second contract she attached is the one she had questions about. She bought our stock number *****, a 36mm men's Rolex, on 12/25/2022, over a year and a half ago, for $7,197.40, financed through Affirm. On 1/7/2023, thirteen days later, she was physically in our store, and exchanged ***** for our stock number *****, which was $13,383.81. At that point, she owed a balance of $6236.41, which was the difference between the two watches plus $50 to cover her original shipping.
  At that point, she had many choices for how to pay the difference she owed for the exchange. She could have paid, cash, bank wire, any major credit card, debit card, or, as she chose, Affirm financing. Had she gotten a refund to her original Affirm contract, and then tried to finance the entire $13,383.81, it is not likely that she would have been approved for the entire amount, or for the same interest rate, since Affirm would have still seen the first loan outstanding. Instead, she chose to just finance the difference with a second loan. 
  

       Since Affirm is a third-party company that our clients work directly with for financing, we never see the interest rates or terms to which the clients agree. We provide the product to the client, Affirm pays us, and then the client has an ongoing relationship with Affirm to make payments directly to them.     
  

       When ******************* was in the store and set up her Affirm financing, ****** disclosed to her the interest rate and terms, which she agreed with by clicking through the contract terms as presented to her on her phone. It was her choice. 
  

       When I spoke with her this morning, I pointed out that the .05% difference in the two interest rates she brought to our attention is only a couple of dollars a month on her balance, which she thought was negligible and not worth pursuing. 
  Regardless, the arrangement ******************* has with the third-party company Affirm and their terms does not have anything to do with SwissWatchExpo. We never see the terms or the rates they charge the customers. ******************** only supplies the product. Therefore, we ask that you close this complaint. 
  

  
  

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about 4/9/24 I purchased a diamond Cartier Tonneau 18k gold watch from Swiss Watch Expo (SWE) for $10,195.94. On 4/20/24 I returned the watch to SWE via **** I had requested approval for the return from *** and was granted it. I was required to send them a photo of the watch with the red tag still intact. Because of the high insured value, I was required to have *** pick it up from my house. It was left at my front door; *** was supposed to supply the shipping label so the only label still on the box was the original shipping label from SWE with their return address on it. *** sent me an email stating that they had picked it up at approx 4pm on 4/20/24. After a few days, I hadn't received any tracking data on the package so tracked it with the assigned tracking number. It showed that the package was still in my possession, *** had not picked it up. At this point I thought that it was lost or stolen. I contacted SWE to ask for an extension on the time window of the return. I did not hear back from them. Days later and after to a couple of phone calls and emails to SWE asking that they respond to me, I posted a negative review on ****** stating that they were not responding to my calls. In turn, they responded to the review with false allegations that I had refused delivery of the watch, opened the package and took a photo of it, and had it shipped back via COD. They had received the watch. Apparently the *** driver thought it was a return to sender package because of the lack of shipping label. The chain of emails prior to the watch return clarify that I did not return it COD; I intended to send it fully insured and *** must have the original order info. As of this writing, I have sent another email, this time to the president, but have not received any response, nor the refund of $10,195.94. There is no reason whatsoever for SWE to keep my $10k. They have the watch, they owe me my $10k. I don't wish to pursue this legally but may have to if I don't hear back.

  Business response

  06/06/2024

  We love when our clients provide feedback, however integrity and honesty are always the first thing that we look for when finding ways to improve processes.
  
  You did not send the watch back to us fully insured. You opened the package and sent us a photo of the watch, taped it back shut and "refused the package" through *** causing us to incur shipping and insurance charges without informing us. You did not follow the transparent steps outlined in your Return Authorization Form, which is the reason why you were unable to track the package on its way back to us.  As stated on our website regarding returns: "Swiss Watch Expo will not be responsible for shipping costs, label generation, Insurance or any other shipping liability."
  
  We understand that sometimes watches don't work out and never penalize clients that need to make a return/exchange by not communicating with them. We have been in full contact with you for more than 10 phone/text/email interactions alone to help you. As a family-owned, we take great pride in our clients and product. We are always here to assist when we can.

  On Sunday, June 6, 2024, we sent your refund via eCheck. You should have received it in your email Inbox the same day. The amount was $10,145.94, as you agreed in the Return Agreement. This is your full original purchase minus $50 to help with shipping, as outlined in the Returns policies on our site. 

  Pay To The Order Of (NAME): *************;Fox
  Dollar Amount: $10,145.94
  MEMO (WHAT IS IT FOR): Refund for stock number 59410
  EMAIL Address OF RECIPIENT:  **********************

  As we have provided the agreed-upon refund, we will assume that this matter is closed. 

  Thanks,

  ***********************

  SwissWatchExpo

  Customer response

  06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased watch from Swiss Watch Expo which arrived on 3/14/2024. the watch has an undisclosed scratch on the ******** i have been attempting to contact the merchant to return the watch to no avail. although the merchant has a 10 day return policy, and should they ever respomd to my requests for an rma, i will not pay for shipping either to me or back to the merchant. i will not pay for the "privilege" of inspecting their erroneously described merchandise. this is,of course, assuming i ever hear back from them.

  Business response

  03/19/2024

  Hi **** and **********,
  
  We thoroughly enjoyed our conversations yesterday and today, Sir.  You are truly amazing and full of so much knowledge.
  
  We just want to make sure that you have a note of our agreement that SwissWatchExpo will be processing your refund back to your original credit card per our return agreement form and company policy. We want to thank you both for agreeing to remove your review from BBB (Better Business Bureau) as a part of our final resolution.
  
  We know we spoke of you flying down to ******* to see us and having a few watches on your personal list to purchase. Please call our sales expert ** personally, as we want to make it a special experience for you. We are excited about continuing our relationship with you both.
  
  - Your Friends at SwissWatchExpo

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my Rolex watch to SwissWatchExpo back in April. I sent them the watch using their insured label that they provided. After shipping, I did not receive any updates from them for quite some time, I believe it was a couple of weeks. Consequently, I took the initiative to contact them myself, where I discovered that they had not received my watch and they would open an investigation with ***.After this, the process has been incredibly drawn out. They have not been responding to my messages for weeks, ignoring me, and also not providing the *** information they request because I am unable to do it myself since I am not the purchaser of the label. I am asking BBB to intervene in this situation to expedite the process as the sale of the watch has stretched over several months, which is vastly exceeding the stated timeframe.ups tracking number 1Z1790YYA699987078

  Business response

  07/19/2023

  Hello, ****, 

  Great news! We have just received notification today that the *** investigation is finally complete, and they have an update for us: we have received the payment from *** for the loss of the package, and we can send you the payment for the lost item via eCheck, so that you can receive your payment today.

  I trust that this will fully satisfy your BBB complaint. 

  Best regards,

  ***********************

  SwissWatchExpo

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Would not return my watch. It was in perfect condition within the 10 day period. Horrible customer service.

  Business response

  07/03/2023

  We understand that you're upset that you decided to wear the watch for a few days, and then you wanted to return it, but we will not be able to accommodate your request. Because you removed the red inventory control sticker, the opportunity to return this timepiece for a refund has been voided. We state the policy clearly in our No Hassle Returns page on our site, which you agreed to when you made your purchase. A screenshot of the policy is attached, and here is the link:  *********************************************
  

  While the return for refund is no longer an option, we went above and beyond for you, and generously offered to make an exception for you to allow an exchange. Instead, you threatened us with putting negative reviews, on every platform you can find, under many different names. Here is the email you sent to us:
  

  "I sorry the red sticker has been removed. However  the watch is in perfect condition. I spoke to an associate and he said that it can not be returned. I'm going respectfully ask that you guys return it. If not that is fine but know that I am big on networking have hundreds of thousands of followers on social media. Also I will have me and my colleagues put bad reviews on every platform we can find. I would respectfully like to return the watch. Please reconsider,"
  

  This is extortion. 
  

  Next, you threatened to falsely say that the watch we sold you is fake. SwissWatchExpo does not sell fake watches. All of our watches come with a 100% authenticity guarantee. Each watch is inspected and serviced by our team of master watchmakers before they are listed for sale. We also provide a detailed authenticity report with every purchase.
  

  In addition, we are very transparent. Every listing comes with high resolution photos of the exact watch being sold. We do not use stock photos. If you visit this link to your exact watch, you will see that you received everything that is shown. ******************************************************************************************************************************************************************
  

  This is a beautiful watch you have purchased, and we hope that you enjoy it for many years to come.
  

  
  

  Customer response

  07/03/2023

   
  Complaint: 20256526
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  07/07/2023

  I did not sign any kind of agreement which stated there wasn't a cooling off period and there was no returns. I didn't even know about the policy. I took the watch to a local watch store and they informed me the watch was authentic but with many aftermarket parts. I did not pay $15,000 for a watch like this. 

   

  Also I could understand if their return policy was set in stone and there was absolutely no way around... but that it false. I have seen them return watches with the same situation that I have. If they can return theirs why can't they return mine. It seems very discriminatory. I have attached a picture of their previous return and would like the same outcome. They can't sell a faulty product and take advantage of consumers like that. 

  Business response

  07/08/2023

  The customer absolutely agreed to the Terms and Conditions in order to place his order using Affirm as his payment method. I have attached a screen shot of what this looks like on our web site in the checkout screen. It says "By clicking this check box you have confirmed that you read and have agreed with our Policies and Procedures." The customer had to click this check box in order to complete his Affirm transaction, or the system would not have let him proceed beyond this screen. By clicking the box, he was stating that he had READ the policies, and that he AGREED with the policies. He can't now say that he didn't know about them and did not agree to them. 

  I have also attached a pdf of the Policies and Procedures as seen in the popup window on the site, which he agreed to and stated that he had read. I highlighted on page six the areas that state that under the Rerurns policy, "All returned or exchanged items must be in their original as sold condition. Item has to be inclusive of all... protective stickers... Once an item has been used or worn it is no longer returnable." His protective sticker was removed, and the watch was worn, so it is not eligible for refund. 

  The customer also claims that there are many aftermarket parts on the watch. This is simply not the case. We guarantee 100% Authenticity, and every single part in and on the watch came from the Rolex factory. We never sell watches with any aftermarket anything! The customer's local jewelry store did not have the ability or expertise to authenticate the watch, if they thought there were aftermarket parts on it. The real way to authenticate a watch is what we do in SwissWatchExpo. Our Rolex-trained master watchmaker, who used to be the chief watchmaker at a ******************************** has completely authenticated and tested the watch. He disassembles and checks every single part of the watch. It was timed and pressure tested to ensure that everything is correct.. This is the same routine that they use at the factory Service Centers to authenticate watches. That is why we can stand behind every watch we sell with a Warranty as well as a 100% Authenticity Guarantee!

  That is also how we know that the product is not faulty, as the customer claims. It has been checked, and rechecked, but fully trained expert watchmakers, right before we listed it for sale, and right before we shipped it out. 

  The watch is not eligible for refund, because it is not in as-sold condition, and it has been worn. The customer removed the red protective sticker, and still insists on a refund of a non-returnable watch.

  We did offer to make an exception to the rule and offer an exchange of the watch, going above and beyond to give him outstanding customer service. Instead, he tried to get what he wanted through extorsion, threatening to ******* us with negative reviews falsely left under multiple people's names unless we take the watch back and issue a refund. His email was quoted in the previous response. As a car salesman at ******************************, I am sure he would not like to be threatened with a bombardment of negative reviews, either. 

  We have made every good faith effort to satisfy this customer, even making an exception to the returns policy he accepted and agreed with. 

   

   

   

   

   

   

  
  
  

   

   

  Customer response

  07/08/2023

   
  Complaint: 20256526
  
  I am rejecting this response because:

  I do work at ******* If I sold something that wasn't as promised we would return it. Horrible service. 

  
  Sincerely,
  
  *************************

   

  Business response

  07/10/2023

  ******, this watch was EXACTLY as promised.  It is 100% Authentic, and backed with a Warranty. 

  You decided to remove the red sticker and wear the watch, which voids our return policy. Then you tried to return it anyway. This would be like driving a car ****** miles and then trying to return it to your ****** dealership. 

  We have generously offered to make an exception to the rule, and offer an ecxchange for you. 

  Your response was to threaten us and try to extort the result you wanted from us by putting the hundreds of thousands of followers you say you have on social media to the task of leaving fake bad reviews for us under lots of different names all over the internet. 

  Customer response

  07/10/2023

   
  Complaint: 20256526
  
  I am rejecting this response because:
  You have returned watches before. I have not wore the watch. I am not happy with the watch. 
  the watch looks fake. All the places that I took it to say it looks fake. Id like a full refund. 
  Sincerely,
  
  *************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Audemars Piguet Royal Oak 41mm 18k Rose **** Mens Watch 26320OR Box Papers from SWISSWATCHEXPO. I paid $84,324.10 via wire. They were meant to deliver this watch within 2 days after payment on the 9th November 2022. SWE (SWISSWATCHEXPO) have used *** as a carrier to deliver the item to me but the delivery went wrong and the carrier delivered the order to the wrong address. SWE ran me around for months during the claim process and treated me as if I was trash. I barely got any updates from them, each time I called them and they heard my order number their mood would change and I'd lose all the respect they had at the start of the call. I've been treated very unfairly by them. They say they are trying to resolve my issue but it's not true, they never get back to me on their own accord. They only reply to me after I've bugged them at least a few times and the response they give is nothing that solves the issue. In fact, I had to remind them to send the claim documentation over to *** as they were 17 days late to provide it. *** opened the claim on Feb 1 2023 and requested for documentation. This was not sent to *** until I contacted SWE on the 17th Feb 2023. Regardless of all this, finally around mid March 2023, my claim was approved by *** and they have directly told SWE of this. We had a 3 way call and SWE was directly notified by the *** claims department that the order WAS NOT delivered to me, thus making my claim valid. *** approved a payment and have sent SWE the check already. The partnership between *** and SWE has nothing to do with me. I just want my full refund as the watch was not delivered to me and they and the carrier know and have confirmed this. The order number is *****.

  Business response

  04/13/2023

  I have attached a letter from the *** Director of Corporate Security, dated April 5, 2023.

  *** has conducted an extensive investigation into the delivery of the package, and they have found that the package was correctly delivered to the address on the order. *** has GPS data from all their trucks, and the data shows that the *** vehicle was at the delivery address at the time the Package was scanned by the driver and marked as delivered. The date and time of delivery at the correct delivery address has been confirmed by multiple geo-location and time-stamp data sets held by ***. *** confirms that the Package was successfully delivered to the Delivery Address on November 11, 2022.

  *** also confirmed that shipment tracking scans of the Package showing the Package in *** facilities and vehicles after delivery on November 11, 2022 were falsified.
  *** has identified a type of fraud being perpetrated on ecommerce merchants. The situation identified by *** generally consists of an individual consignee who claims the package was not delivered and falsified shipment tracking scans which appear several days after geo location information, time stamps and delivery scans confirm delivery. These situations often include incorrect, misleading or falsified police reports, requests by consignees for detailed information on the loss claim filed by the shipper and rapidly escalating angry and/or threatening behavior from the consignee directed at the shipper and claim adjuster. 

  This transaction has been identified as fraud, and therefore a refund is not available.
  
  

   

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pre-owned Rolex Datejust from Swiss Watch Expo in October 2022 online and without any salesperson assistance. When I received the watch I unwrapped it along with a red tape on the band. I later realized that the watch supposedly could not be returned if the tape was removed. I was not aware of this or saw it specified in the return policy online, only 10 days to check it out. I went over the 10 day time and on the 11th day sent in a sell/trade form which was the only way to send it back. I was not happy with the grade of the watch and wanted to select another. The watch has not been worn, as the bracelet needs adjustment. I requested a my desired price as $6700 and was contacted by ***** who stated the buyer would agree on the price towards a trade-in. I could not make an appointment due to work. I Completed another sell/trade form on 11/26/22 and was contacted by ***** who now stated the value was $4700-5200 and is a watch they would take in. I responded back with no reply. On 11/26/22 I completed another form and again contacted by ***** who stated SWE was no longer buying this particular watch and his email was rather smug, basically saying I could not purchase anything and trade the watch. I'm out $7000 with a watch I do not want and cannot even trade up for better grade of watch. I want to be able to trade this watch, but not get crushed by a less than acceptable trade in.

  Business response

  11/30/2022

  We have agreed to a trade-in with **************, since the exchange period has ended and the watch is not in the same "as sold" condition. This is outside of our normal return policy, but we have made an appointment for him to bring it in-store Tuesday and trade it in on a different watch. 

  He seems happy with the solution. 

  SwissWatchExpo

  Customer response

  11/30/2022

  In response to  SWE, I am happy with the ability to complete a trade and aware of the parameters of their return policy, however I do want to clarify that the Watch is in the exact same condition as it was delivered and has not been worn. I am including an email from 25 days ago stating a trade of $6700.00. This watch has been stored since delivery and inspection. I am willing to work with SWE on a trade amount that will not leave me unfairly upside down. 

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a product from SwissWatchExpo. I haven't worn worn the watch nor has it been used. The return policy states that returned or exchanged items must be inclusive of a protective "red" sticker. I was informed because the sticker wasn't placed on the watch, the product is deemed unrefunded able. I don't agree with this resolution because the red sticker was never originally placed on the watch. The red sticker was placed on the watch cover that holds the watch box, not the watch itself. I have uploaded pictures that shows the red sticker being kept in it's original place, which is attached to the cover. The sticker has clearly not been removed, nor touched. The watch itself was placed inside a separate box with no sticker attached. I've tried to request return shipping labels for a refund, but I've been denied access because the red sticker was not placed on the watch. This is where i'm requesting my complaint.

  Business response

  11/21/2022

  Even though the tamper-proof red sticker that reads "Not Returnable if Sticker is Removed" was clearly on the watch when we shipped it out, as seen in the attached photo, the client is asking for a return and refund with the sticker removed. You can see in the attached photo, which the client sent to SwissWatchExpo, that the sticker has been removed from the watch. 

  Normally, this would make the watch non-returnable, but the ************ has granted an exception for this client, and is willing to take the watch back and provide a refund. He has been issued a Return Authorization number (RMA),  REF44774PP111922.

  Now he just needs to send the watch back to us, and we will provide a refund in the amount of $3,551.88.

  ***********************

  SwissWatchExpo

  Customer response

  11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩