Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rolex watch with a value of approximately ******* plus tax and shipping. Their third party delivery service tried to deliver me an empty damaged box which I refused on Feb 4 2025. The claim was filed and proven that the watch was never delivered yet they still have money and have not refunded me anything. They withdrew my money from my credit card over 30 days ago and they are still keeping money as of today Feb 25 2025. Please help me get my money back.

  Business Response

  Date: 02/27/2025

  We will not tolerate your racist comments about our staff, your threats, and your extremely offensive use of the worst profanity. This is why we are no longer taking your phone calls. Management has reviewed your conversations on our recorded lines, and asks that you keep all communication via email going forward.
  
  There have been several cases recently where packages were compromised while with **** We shipped your watch properly, and packed it under cameras and in the presence of an Atlanta Police Officer. We have proof that we packed it and shipped it to you perfectly.
  
  Your package was insured, and we have filed your claim with the insurer and **** They are investigating your case, and we are in contact with them daily to expedite the claim and we have escalated it to their highest management. This process does not happen overnight, but we are working with them to resolve your case as quickly as possible.
  
  As soon as we have information for you regarding their resolution or any updates, we will be in touch with you via email.

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/18/2025, I purchased a Rolex Oyster Perpetual Steel Men's Watch 1005 with Box papers online from Swiss Watch Expo in the amount of ******** plus ****** in taxes. The purchase order Order number is: ****** and the Order ID is ******. I also received a phone call on 2/18/25 Within minutes of my online watch purchase with congratulations from a woman named ***** from Swiss Watch Expo. ***** also stated that the watch could not be delivered to my PO Box so I provided my home address. I then received a congratulations and delivery tracking number from Swiss Watch Expo employee ****** ***** (Operations Specialist) on 2/18/2025. On 2/19/2025, I received a phone call and email from ******** ***** (Operations Specialist stating that there had been a mistake and that the watch I purchased was sold to someone else. I would like to have this investigated in the event of fraudulent activity. I also feel that the purchase was in fact a fully executed sales contract the seller (Swiss Watch Expo) and myself (******* *******/Buyer).

  Business Response

  Date: 03/01/2025

  *******, when you placed your order, you chose *** shipping. It is a known, standard policy that *** cannot deliver to *********** boxes. This is because a signature is required for a valuable package like your Rolex watch. With *********** boxes, the *** driver is not able to knock on the little ** Box door and ask whether anyone is home to get a signature!
  
  Due to the inability for *** to deliver your order, it was in a pending status while ***** worked with the credit card processor to get the address changed from the ** Box you provided to the actual physical address where delivery could be accomplished. Until a valid address was provided, there was no order, because the package was not deliverable. 
  
  For an order to be valid, there has to be both payment and also a valid delivery address. ***** was not aware that while she was working hard for you to get the credit card processor to approve the physical shipping address, someone else purchased the watch on our site. The other buyer provided both payment and a valid shipping address before you did, so their order was the one that went through. 
  
  As soon as the Operations Team realized that someone else had placed a valid order before you did, they IMMEDIATELY AND FULLY REFUNDED YOUR PAYMENT. There was nothing fraudulent about the transaction; you simply entered an invalid address and your order was delayed in processing. 
  
  If you are looking for this one particular Rolex, we can add you to the Wait List to be notified when we post another one like it. If you are open to other models, we have over ***** watches in stock to choose from, and I am sure we can help you find the right one. Just give us a call, and we will be happy to help. The watches are in stock and ready to ship right out to you. 
  
  

  Customer Answer

  Date: 03/01/2025

  I reviewed the answer from Swiss Watch Expo and I am severely disappointed that the blame is put back on the customer. There is NOTHING in their website it says a PO Box is not accepted. When ***** contacted me to congratulate me on the sale, I immediately provided my residential address and the residential was ACCEPTED by Swiss Watch Expo. This was technically a sales transaction from the very beginning. Swiss Watch Expo certainly charged my credit card quickly at the moment of sale.

  My proposed settlement offer remains in effect and i hope Swiss Watch Expo would honor my settlement offer instead of telling me to look at their ***** watches. Better Business Bureau, is this a breach of sale or not? I believe it is.

  Thank you!

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

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

   

   

  Business Response

  Date: 03/06/2025

  1. When you placed your order on the site, you checked the box that said you had read and agreed to the Policies and Procedures. Among other things, you agreed to the statement We do not ship to PO ********** or ***** as we require the signature of the recipient. 
  

  Here is a link to see it on the site: *********************************************************************************************(UPS%20or%20*****%20as%20we%20require%20the%20signature%20of%20the%20recipient
  

  2. Our site also says, on the General Shipping Guidelines page, For verified payments received prior to 4pm, we generally ship the same business day. 
  Your order was in the process of being Verified for some time, due to the incorrect address being provided, and then ***** needing to request a correction. In the meantime, someone else bought the watch. Since your order did not include Verified Payment until all those hurdles were overcome, the watch was still available for someone else to purchase. 
  

  Until there was Verified Payment, there was no sales contract, and there was no agreement. You can see this statement on the site at this link: 
  ***********************************************************************************************************************************************************************.
  

  3. As to Damages, when you clicked that you agreed to the Policies and Procedures, you agreed with this statement: In no event shall we be liable for any indirect, special, incidental, consequential or punitive damages (including but not limited to loss of use, loss of profits, or loss of data) whether in an action in contract, tort (including but not limited to negligence), equity or otherwise, arising out of or in any way connected with the use of this site or the materials therein.
  

  Damages are not available as a remedy in connection with your order on our site. You can see this statement at this link:
  *********************************************************************************************.
  

  
  

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cartier watch from Swiss watch expo in January 2024. The watch battery dies 4 months later at which point I took it to a reputable local jeweler to get a new battery. When the watch was opened they said they could not put in a new battery because there was water damage. I never wore the watch in or near water and had only worn the watch a few times. I contacted Swiss watch expo and was instructed to send the watch back to them so they could look at it. They contacted me stating that their Cartier watch experts completely examined the watch before selling it and that it was not possible for the watch to have any damage when it was sent to me that I must have done it. At that point they had the watch and it did not work so I agreed to have them repair it. The repair cost $360, dollars. The watch was then sent to me and when I went to put it on even though it had been serviced it had the wrong time. When I went to change the time the crown fell out. I contacted Swiss Watch expo and they told me that I needed to pay to send it back and for repair again. How is this even legal? I receive a broken watch but it is my fault. Not only that but they charges my **************** twice for the $360, original repair. I am at a loss as to what to do this has been going on for months and I have never dealt with a business that is supposedly legitimate treating a customer that spent thousands of dollars.

  Business Response

  Date: 12/07/2024

  As a Cartier authorized service center, we do everything "the Cartier way." SwissWatchExpo replaces the batteries in all the quartz watches that we sell. But even when there is a new battery, sometimes it doesn't last as long as we expect. That is why ******* themselves say that the weakest part of their watches is the battery, because it is the one part not made by *******. Occasionally, there is a defective cell. We understand that this can be a frustrating experience, but just in case, this is why SwissWatchExpo provides lifetime free battery changes, and additionally, an 18-month warranty on the mechanics of all of our watches.
  
  The watch was tested by our elite team of Cartier-trained master watchmakers, right before we shipped it out, and it was working perfectly. When we got it back and it had water damage, we serviced it again for the discounted rate of $360, and tested everything again before it was shipped. Again, everything was working perfectly when it was shipped. 
  
  Since the buyer is in a different time zone from us, the time was not correct when she received the watch. Then she pulled the crown all the way out of the watch. These crowns and stems do not simply fall out, they have to be pulled hard enough to break one of the internal components that keeps this from happening. 
  
  As a solution, we have offered to repair the damage at no cost to the customer, and further, we are willing to split the cost of the shipping: if she will pay to ship it to us, we will pay to ship it back to her when the repair is complete. We have yet to hear back from her as to whether she would like to accept this generous offer.  
  
  

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will never purchase another watch from these people. Over the years *** owned over 20 high end watches. *****, *******, Patek ********* etc. I buy and sale and over the years its been good. I purchased a Cartier Tank XL and on evening I accidentally hit it on the side of a door as I was passing. Nothing was cracked or broken by eyesight. The watch was less than 2 months old. Once they received the watch a person calls me and I believe I surprised him because I admitted to what happened even though it was a small bump and he told me he appreciated my honesty. He tells me its going to be $600 and take 3-4 months. I said fine get it done. I wrote all the information down on my desk blotter. Fast forward today I get a call its ready and its $650.I tell the guy I was told $600 what was the additional $50. He then starts telling me Im wrong, I wasnt told that and if I wanted the watch it would be $650. Since hes being rude I tell him I want to speak to his boss. Not the manager, cousin, friendowner. I told him at this point I don't want to speak to an hourly guy I wanted to speak to owner. He starts to tell me how wrong I am again so I told him I was now recording the call and he hung up on me.Never againproceed with caution. I am 64 years old was a business owner of a large corporation and this is the first time I have ever filed a complaint with BBB.

  Business Response

  Date: 12/05/2024

  ****** agreed to the service charge of $650 for a repair to his watch. This quote and his approval were written on his repair document at the time of his conversation with our representative who presented the quote to him. He subsequently said that he had been quoted $600 for the repair, not $650, and he demanded to speak with the owner of the business.
  
  ****** then agreed in writing to the charge of $650 to his credit card, via email. 
  
  Nevertheless, as a gesture of goodwill, I called him to offer a refund of $50, which he declined. He said that it is not about the money, and that we can keep the $50 and just send his watch back. He said that he just wanted to be called back and talk to someone, which he has now done, and that he is now happy and we are cool.
  
  The incident has been resolved. 
  
  

• Initial Complaint

  Date:10/25/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 watches with a value of over $60k for all three on September 27, 2024. I wired transferred and made payment a few days alter and asked the the watches be shipped on October 9th for October 10th delivery. The watched were received and one of the three simply was a bit too snug for my wrist. I asked around the 11thof October for an *** number and never received a response. I called in a few days later and spoke with ******** and he confirmed that they received my request but that someone else needed to authorize and send me the *** number. Seemed strange but I said ok. No one ever contacted me after that and as a consequence I have emailed another 5 times and no response. I need an *** number to send the watch back and get a refund.

  Business Response

  Date: 11/06/2024

  Since 10/26/24, we have been in constant contact with the customer. It was actually his goal to obtain two extra links for his watch to make it fit his wrist, not to return it. We offered him either solution, and apologized that we had a glitch in our email system right when he was emailing us with his RMA request. 

  The customer chose to order two extra links from us and have us ship them to him, which we did. We also got confirmation from him that he received the links.  A screenshot of the text conversation is attached that shows the *** tracking number, the confirmation of delivery, where it was delivered, and who signed for the package. It also shows that he acknowledged that he got the links. 

  Since we have provided the client with exactly what he chose as the solution for his issue, and he has acknowledged that he received the package, this case should be closed. 

  Customer Answer

  Date: 11/07/2024

   
  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.  I understand that email glitches happen, but I've never heard of a company (and I won numerous companies in B2C, B2B, DTC sectors) that have email glitches.  A response to an email is quite simple and emails move to an Inbox that normally is monitored by multiple individuals.  If an email glitch existed, it's ironic that no other customers had a similar issue as I did.  The issue indeed has been resolved and it could have been resolved much sooner and with less aggravation to all involved if my request was handled differently.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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