ComplaintsforRolex Watch USA

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 7, 2021, I attended the Rolex 2021 New Watch Event where *********************************** offered me a special order of Explorer II SS in Black dial (******) and I paid half the suggested retail price $4627.69 on spot. On November 1,2021, I received a call from the *********************************** told me the watch was ready to pick up. I went to the store the next day (November 2, 2021) and the transaction was completed smoothly within 20 mins. Both the manager and I didn't pay any attention to the model number as the new model looks exactly the same as the old one, and I assumed I got the right one (which is not in this case). When I got back home, I realized the watch I just purchased is ******, not the new model ****** I ordered. I immediately contacted the sales manager regarding this matter. He told me he had to contact Rolex sales rep. about this mix-up or fault and would contact me once they got answer from Rolex.From day one I got watch, I'm not dare to touch my new Rolex, just trying to keep it in unworn condition. Knowing I will receive a call from Rolex to make an exchange for me. However, all my anticipation and hope were shattered as I called W Marks Jewelers on Jan 2,2022; they told me that they were no longer Rolex authorized dealer, and they could not solve the problem for me. I called the Rolex customer service in ******** and told me to write out my story and have Rolex solely responsible for that. I ordered a watch which is not the one I expected, and waited almost 4 months with no one to give me a definite answer. Rolex is a world renowed company, and customer service or after sales service should be above and beyond. To my dismay, I spent almost $9050 on a wrong model where no help or contact person is offered throughout the process. I have tried my faith to contact with Rolex regarding this matter (sent a letter to Rolex and emailed to them) but the problem still have not resolved. I really hope BBB can facilitate a resolution between Rolex and me.

  Business response

  03/11/2022

  Dear ************,
  Once again, thank you for taking the time to share your feedback. As mentioned in our previous correspondences, we do not sell directly to end customers. Our watches are exclusively distributed through a network of Official Rolex Jewelers. They are independent business entities and we cannot interfere with their retail policies.
  However, we have reached out to *************** on your behalf and understand that they communicated directly with you to clarify the situation.At this point, we would like to suggest once more that, should you desire to purchase another watch, you contact alternate official retailers in your area. You will find a complete list of their locations on our website and we trust that any of them would be pleased to help you.
  We thank you very much for your understanding and remain,
  Sincerely yours, Client Relations

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a watch under warranty. I keep calling and speaking with representatives who promise I will get a call back, but refuse to connect me any further. I am using the number in my warranty book. I am seeking the registered box to be mailed to me (on behalf of my parents [we live and reside together]) to have the broken Rolex serviced. This has been going on since November of 2021. I have spoken to at least 6 different representatives and left messages. I have not received a call back, nor a box. It is now February 2022. I am frustrated because I have never had this happen. The first man helped me and sent the box with zero issues. I need help to get an adequate service number.

  Business response

  11/07/2022

  We apologies for whatever missed communications may have transpired, leaving our customer feeling her concerns were unaddressed initially, and then the regrettable instance of our company not having received this complaint from the Better Business Bureau.  We have since contacted the customer again to offer our services for any ongoing concerns she may have and look forward to being able to address them now or when they should arise in the future.

  With best regards,

  Rolex Customer Service

   

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my watch in to be serviced. Rolex has refused to service the watch without replacing the band/bracelet. Servicing the movement of the watch has nothing to do with the band/bracelet. I take pride in my watch and there is nothing wrong with the band of this watch other than it being a little old. Even if it was I should be given more options than a replacement for $3,500. I expect my watch to be serviced as requested.

  Business response

  09/23/2022

  We have reached out to **************** to provide options for how we can proceed with service of his timepiece and look forward to having the opportunity to provide service to him in the near future.

*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. ↩