AuthenticWatches.com

We will be happy to numerically address the client's numbered grievances:
#1. The customer has cited that the timepiece did not work from the start, chose to remain silent for over two years, then reported it. We cannot accept his claim that it did not work since the very beginning.  We would also like to point out that the watch arrived in a condition consistent with several years of wear. In fact, the customer had initially stated that the strap was damaged during the initial call. In fact, in an effort to conceal the full extent of wear and damage, the client had the strap removed prior to shipping the watch to us. The timepiece has major impact points on the case (with the primary, major impact point on the side of the case at the 8 o'clock position.)
#2. The client wants "PROOF" that the estimate we have provided is accurate. The estimate itself is the proof. This is not a court of law, and we cannot enlist forensic specialists to "PROVE" that the estimate is correct.  To use an analogy, if you go to Ford to get your car fixed, they provide you an estimate. It would be unreasonable to ask Ford to "prove" that the estimate is valid.
#3: The client asserts that we don't post anything about our warranty being a limited warranty. First, all warranties offered by all companies are limited warranties. This is universal. Further, there is a link to our warranty policies on every web page of our website, Here is the link to our policies, clearly outlining all aspects of our warranty:http://www.authenticwatches.com/authenticwatches-warranty.html
#4. We recalled the timepiece in accordance with the client's request, at the time of his request.  We have to await the return of the timepiece from the manufacturer in order to return it to the client. Contrary to the client's claim, it has not been 4 months since his request. Coincidentally, the timepiece arrived late last week and will be forwarded tot he client this week.

I would not buy another watch from them.
2500 dollar tag, 1 yr in stops working, I also bought the extended warranty. send it in to their warranty shop am told 9 weeks later I need to pay 243 dollars for routine overhaul. really after 1 yr??
I call them up and they tell me well u bought it a year ago but the watch could be years old and they need the overhaul every 2-3 yrs to run properly. so they essentially sold me an old stock watch knowing it would need an overhaul and then want me to pay up. screw them, see you in small claims court for the cost of having a real tag certified shop do the work. then it took them 3 weeks to mail it back. go figure

I had a wonderful experience with Authentic Watches! I initially tried to purchase a Michele Serein All gold watch from Jomashop.com. THEY ARE A TERRIBLE COMPANY TO DEAL WITH. They made many promises and kept none of them. They had me on the hook for 6 weeks and then said their supply has no access to the watch I was looking for. I immediately hung up and called Authentic Watches. They had my watch in stock, for less money and I purchased it through Amazon and received an additional year of warranty. I called in the afternoon of 9/10/15 and had the watch in my hands the morning of 9/12/15. NOW THAT IS AWESOME SERVICE!!! I will be back to Authentic Watches for my next watch purchase!

Authentic watches offered very kind customer and fast shipping service.
I highly recommend this company to everyone who want to buy high quality watches.
I am 100% happy with my watch from authentic watches.
Thanks again.

Best watch buying experience ever. I will always buy from them from now on

I had my eyes on the Omega Planet Ocean 600 for a while and tried it on a couple of times in the boutique shop. I did extensive research online before I go with Authentic Watches. It wasn't an easy decision to pay this amount of money online, especially when I live in Dubai and not USA, but Authentic Watches customer service was top notch. They called me to confirm the order, model and address. The watch was on my wrist in less than 4 days. I took it to the boutique shop to adjust it's strap size and they confirmed that it's original and brand new, and adjusted the strap for free.
I know when it comes to luxury watches, most people are skeptic of online retailers, but authentic Watches are the real deal.

I purchased a watch for my husband for Christmas one year with the help of Peter at Authentic Watches. The watch my husband wanted wasn't available and Peter suggested that I order a different watch for my husband to open on Christmas and then return it and order the watch he wanted (which might take a few weeks to be in stock). I did that and promptly sent the watch back and ordered the correct watch. I was not issued a refund because without an exchange I was told I'd incur a restocking fee. Then we waited for the watch we wanted to become available. And waited. And waited. When Authentic Watches called 7 months later to tell me the watch was finally available, they also reported it was selling at a higher price. We decided not to purchase the watch at the higher price and asked that I be refunded for the watch I purchased and immediately returned 7 months earlier. I asked that I not be charged the restocking fee. I did not receive a refund. I called my credit card company and issued a complaint. They contacted Authentic watches and were told there was no information on my transaction. I have an order number but when I called Authentic Watches myself, I was told they wouldn't discuss the matter because my credit card company had gotten involved. They said I would be hearing from their "legal department". That was two years ago. They were uncooperative with my credit card company who eventually dropped the claim. Needless to say, I paid $1000 for a watch I don't have. The initial service appeared to be good, however, it turned into a nightmare. I would even have accepted the ability to make an exchange now.

Bought a Tag Heuer Grand Carrera Calibre 36 automatic "New". Arrived new with tags.
I mishandled my watch damaging it. Sent it back with the warranty to be fixed. Cost me some cash but, much cheaper than without the warranty.
I got my watch back a week ago and it's like new. Overall, great experience for myself.
The watch was in the condition stated and they honored their warranty even though I broke it.
*if you do need a complicated movement to be fixed like my Tag, expect it take six months or a little longer to be fixed though. I was unaware of the time needed when I first sent the watch in.

I took the plunge and purchased my first high end watch: Breitling Colt Automatic A1738811/BD44-435X.
I was very reluctant paying this much for a time piece to begin with, and buying it on-line made me even more reluctant.
Before purchasing I called Authentic Watches team and spoke to Amber, and I must say that she did a phenomenal job of explaining the whole process to me and answering all of my questions and concerns.
After ending our call, I made the purchase.
The shipping was swift, and the product was as described - brand new. I saved alot of money on this purchase and I really like this watch - there is a reason why these brands demand the price they do! I do have a small dilemma - I don't want to wear any of my other watches!
I wanted to thank Amber and the authentic watches team for providing a good service and allowing me to obtain a watch I have wanted for a very long time.
Not sure if I will be forking out this kind of money again for a watch any time soon, however, when I decide to - I will certainly be choosing Authentic Watches.com for this purchase!

First, the entire complaint and demand for refund is arbitrary, as the client is already entitled to a full refund less shipping.
This client is comparing a brand new model to an old, discontinued model purchased several years ago. We have repeatedly advised this client to take...

the item to an authorized dealer to verify authenticity. The client refuses. The client believes that all Omega watches have identical cases and paperwork spanning decades of production. This is simply not true. This client has made an erroneous assumption that the timepiece she received is not authentic by comparing this brand new,. current model to an old, discontinued model. There are indeed differences, both in the engravings and in the documentation. To use an analogy, my 2014 Ford Explorer does not look like my previous, 2007 Ford Explorer.  That doesn't mean that my car isn't authentic.
In addition, the client has articulated that she feels the watch is not authentic because it does not come with a manufacturer warranty. No watch purchased online comes with a manufacturer warranty. This includes all items sold by us, and on Amazon, for that matter. We assure you that neither we, nor Amazon, are selling non-authentic timepieces because we don't provide a manufacturer warranty.
This client has a very simple solution to alleviate any concerns: Take the item to an authorized dealer, or ship it directly to the manufacturer, and they will easily be able to verify authenticity. While the client is there, she may wish to compare it to the same model (the current, not discontinued and redesigned model) in order to see that it's identical.
Having said all that, the client's purchase was made in a manner such that she is already entitled to a full refund (less shipping), assuming the item is returned with no signs of wear.  The remainder of the client's story is inaccurate, with the entire assumption of non-authenticity made by having an untrained eye visually compare it to a completely different model.

Complaint: 11533243
I am rejecting this response because:
The watch did not have significant wear when first returned for a refund.
There was no communication much less multiple times for $30 to be submitted. The only communication was their employee lying to me that ht e watch was under repair and should be ready in a couple of weeks. 
Regards,
[redacted]

This client purchased a TAG Heuer timepiece, which is, of course, 100% authentic. Three years after purchase, the client contacted us and informed us his timepiece was not keeping proper time. We issued a return authorization and sent the timepiece out for assessment. The timepiece requires an...

overhaul, which is a routine movement maintenance service not covered under our warranty (just like a tune-up on a vehicle). We sent the client an estimate, and he refused to remit payment, requesting the timepiece be recalled. We have recalled the timepiece in accordance with his request and it will be returned to him.Here is a link to TAG Heuer's website detailing that a movement maintenance is required from time to time:
http://customer-service.tagheuer.com/en-us/service/complete-quartz-overhaul-0The three years of ownership is completely normal for requiring a maintenance service.Here is a link to our policies, agreed to by the client at the time of checkout:http://www.authenticwatches.com/authenticwatches-warranty.htmlHere is the applicable text, verbatim:"The warranty does not cover damages caused by impact, vibrations, magnetic fields, or batteries; nor does it cover straps, bracelets, bezels, buckles, finishes, cases, dials, hands, crowns, buttons or crystals. It also does not cover damage or defects arising from normal wear; nor does it cover overhauls, maintenance, scratches, accidents, misuse or return shipping. "The client is more than welcome to send the timepiece directly to TAG Heuer to authenticate, assess, and service. The client will find that the required service is "Maintenance II", as will be listed on the estimate he receives from TAG Heuer.We are unable to issue a refund on a timepiece that has been worn for three years. To use a vehicular analogy, I cannot return my car to the dealer for a refund after driving it for three years, simply because I don't wish to pay for a tune up. We are sorry, however, we are not able to cover the cost of service, nor issue a refund, and the timepiece will be returned to the client with no intervention.

Complaint: 11512463
I am rejecting this response because:
The company “Authentic Watches” states that I returned my watch over a year and a half later. This is true but I already mentioned many times that the abnormal symptoms had already started soon after the first repair. I thought I could use it while it was mildly defective, but the problems increasingly grew worse and it was totally broken by the time I sent it a second time for repair.   They also said I broke the watch because I “changed the time in reverse”. I noticed this on the instruction when I first received the watch (This is simply ridiculous! I cannot fathom why a watch will break if the dial is turned in one direction!) Anyways, I have been very careful to follow the instructions explaining not to reverse the time on the watch, so therefore I don’t believe I myself broke the watch. It is a shame I cannot prove this. The company did not even explain the reasons of my broken watch during the multiple conversations on email.   In this situation, the information of the malfunctions was very unilateral, and I felt like I was being ignored. I have completely lost my faith with this company, and I would never recommend it to anyone else.
PS: I have another broken watch (Omega Seamster) purchased from this company which was sent for the repair and they also requested $932 for the repair stating not covered the warranty.
requested
 
Regards,
H[redacted]

Complaint: 11307040
I am rejecting this response because:
My complaint wasn't addressed at all, none of my questions are responded!
1) Whether I am not able to prove that the timepiece was broken from the moment close to purchase I have sent the watches within the warranty period,
2) The retailer was unreasonably trying to earn from me $875 for the repair without any proof of inspection,
3) The retailer provides information that is misleading customers regarding the warranty because the store can tell anything without any proof, thus the warranty work only upon decision of the store. At least it must be mentioned on the web-site that the warranty is very limited and there are a lot of conditions when it will not work. 
4) The store didn't explained why it is not returning my timepiece for 4 month since I requested to do this in written 
Regards,
[redacted]

We are sorry to hear the client is displeased.  This client feels that this particular policy should be prominent. However, there are several policies which we have in place that affect different clients in different ways. This client feels that the special order cancellation policy should be prominently displayed on every item. Other clients may feel that more information on the warranty should be on every item page. Still other clients may feel that the our payment limits should be on each page.
The simple fact is that every client will feel that their particular issue should have been mentioned on the item page. Regrettably, we are not able to list 7 pages of policies all over each item page. That is why we have multiple links to our policies on every page of the website, and require that they be agreed to upon checkout. We would like to stress that our system will not allow checkout to be completed until our policies, including the one being reference by this client, are agreed upon.
One thing we do prominently display on each item page is the in stock status or special order lead time. We did indeed display this on the web page of the item. It was displayed in two places on the item page, in red and in black.  Having displayed the lead time prominently, in two separate places and colors, in the most conspicuous areas of the item page; the client failed to read it. Had we had the ability to post only the policy he is stating should be posted, it would be far less conspicuous than the red lettering at the top of the page, next to the price, stating "USUALLY SHIPS WITHIN 3 MONTHS". It is unlikely that having posted said policies on said page would have made any difference in the outcome of this transaction.
In regards to the analogy utilized, no cashier will cite all aspects of the return policy upon checkout at any retail establishment. 
We are sorry to hear this client is upset, or feels that he has been misled. We did indeed mention the lead time prominently, and do indeed have a system which forces an agreement to the policies prior to checkout, do indeed have a link to all policies prominently displayed on every site page, and our policies do indeed cite a 10% cancellation fee on a special order items.
Accordingly, we are unable to provide this client a full refund. Thank you.

complaint: 10105461
I am rejecting this response because:
I did not ship the watch until March because of travel and vacation.  I had to send them shipping information because they could not find the watch. It took almost two weeks from the time I sent it to the time they could say they found it.  The watch was worn for less than a week and was defective upon arrival.  I have been promised repeatedly the watch would be repaired and shipped on certain dates. None of it was true. I contacted Oris to see if they could do anything. Below is there response. If you want to spend time searching the web about this company you will quickly realize that their business practices are a joke and border on unethical. It is clear they cannot deliver on the warranty side and that repairs maybe handled by unauthorized or poorly trained individuals (again just do some research). I am sure their no refund and no replacement policy is driven by the fact that they are not authorized representatives of the major brands they sell. So when something goes wrong they have to deal  with it minus factory support.
I still want a replacement or a refund. 
Sorry to hear about your experience.  They are NOT an authorized dealer of ours and get their watches overseas from the grey market.  We cannot authenticate that they sell authentic watches and the warrantee’s are only valid if purchased from an authorized dealer on our website. Thank you
Regards,
[redacted]

Complaint: 11677906
I am rejecting this response because: I purchased a new watch, not a used watch.  I was in possession of the watch for 8 months when it began losing time.  Why would an 8 month old watch require maintenance?  According to Tag Heuer's website, "We recommend a maintenance service after 2 years or a failed water-resistance test."  Furthermore, Authenticwatches.com asked for $570.00 for maintenance on my watch.  Tag Heuer's website list cost for maintenance service for a mechanical chronograph watch from $190.00 - $200.00.  Obviously, Authenticwatches.com is making excuses to not honor their warranty they falsely advertise on their website and charge their customers additional charges for what should be covered under their warranty.
 
Regards,
J[redacted]

Complaint: 11012634
I am rejecting this response because:
Point 1: AW request payments are made by money order for a reason and I suspect that reason is to rightly protect their business interests. I have included a direct lift (and the link) from one of a number of responses I obtained when I Googled "Can a bank money order bounce." The view that a money order cannot bounce was supported by Wells Fargo bank when I contacted them, having received the e mail from AW, informing me my money order had bounced. This email demanded the $50 shipping fee plus $45 for bank fees!! My bank told me that not only could my money order not have bounced, they informed me that it had already been cashed by AW. I cannot comment on AW's assertion that they coincidently had another customer from the UK at the same time. although I doubt the authenticity of this claim. What I can say is the geographical element is somewhat irrelevant as all of my dealings with AW have been conducted from my home in Florida. The only material fact concerning the UK is that is where the watch has been shipped to. I hope that this information helps the author to provide a logical argument which he /she concedes they have failed to do.
A money order is a document that tells a bank, credit union, building society or post office to pay you money. Unlike cheques, money orders are prepaid. Money orders can't bounce due to insufficient funds since they are prepaid, but they can bounce due to others problem, such as suspected fraud.
Money order payments | business.gov.au
www.business.gov.au/business-topics/.../money-order-payments.aspx
Point 2: I would like to explain why the words "it doesn't matter" were key tow how my interactions with AW have been so disappointing. The reason why this was so important to me was that at that, time the service and responses I had received from AW had already given rise to doubts about the credibility of the company. This response compounded my doubts although I have never claimed these words were "Piercing," " Profane," or "Offensive." They are however poignant and insightful about the importance AW place on customer service I find it incredible that the author even uses the word "assert." When I raised this particular point with General Manager PG  during one of my many calls, he apologised. I do not believe that I need any guidance on my use of English language. The authors' view that the words have no impact on anything probably gives me an insight as to how AW value their customers. At that point AW had my $2290, my watch and were trying to get me to pay a further $95. The author refers to my numerous calls to AW, most of which were as a result of missed deadlines and promises of return calls that never materialised. I refer to the closing comment from one of AW's agents in an email dated May 1st 2015, inviting me to contact AW should I have any questions or concerns. Its fair to say I had many concerns about AW business practices, concerns that I only felt comfortable committing to paper once my watch was safely back in my possession. And let us not forget AW's GM has partially accepted that the delays and service I have received were unacceptable and merited them reducing my fees by $200. In his e mail dated 22nd September 2015 he confirmed this reduction and closed stating "sorry again for all of the previous delays."
Point 3: In response to point 3 the author indicates that AW provided me, in writing, a report that the services rendered were a crown replacement, middle case replacement and a maintenance service. On September 21st 2015 I received an e mail from GM PG, documenting that my watch required " a new case and crown." Nothing was mentioned about a maintenance service being carried out. The e mail contained a request for $932 which I refused to pay. As stated above I eventually paid $732. I cannot think that any reputable business would consider that this would be the only paperwork a customer would expect following such a transaction. No formal invoice, no receipt for my payment and not even a compliments slip from AW in the box. And despite his pointed reference to 19 calls I have had to make to AW, PG concluded his e mail "Please feel free to contact us if you have any further questions or concerns."  I think I have made my point.
Point 4: It is wrong to say that I assert that there was a shipping error made by AW. This allegation was made by Fedex I suggest AW take a look at the tracking comments by Fedex which read:
Clearance delay - Import
STANSTED GB
Description provided is insufficient to classify commodity.
Fedex have informed me that that the £21 fee is an administrative fee. The author states that AW have already absorbed $200 " for no other reason than to please this client." This is a blatant falsehood as, as stated earlier, I have an email from GM, PG, dated 22nd September 2015 where he confirmed this reduction and closed stating "sorry again for all of the previous delays." The assertion that this was in the interest of good customer service is laughable after 7 months, at least 19 phone calls, numerous e mails and over $3000.  At no point was I informed of any additional charges that I would be liable for in relation to returning the repaired watch. AW made it clear about the duties to be levied on the original purchase in an e mail dated November 4th 2015.I am amazed that AW think there is a possibility of them ever being given the opportunity to provide me with any further products. I can only hope that I do not have to return my timepiece during the remain 2 years of the watch warranty. Interestingly the information provided to Fedex, and  Customs and Excise, states that AW are" returning a warranty repaired instrument at no cost." The declaration at the bottom of the invoice states that shipper confirms all information confirmed in the invoice to be true and correct. it is signed by Peter. Does that mean I can expect  refund of the full $732.00? 
Regards,
K[redacted]

We have a 30 day return policy, which is among the most lenient return policies in the business (most companies offer 7 day or 14 day policies). If an item is returned after the expiration of the returns period, we are not able to issue a full refund. 
Our policies indicate that the...

item must be received back within 30 days of shipment. The client feels that our policies should be in line with the IRS; they are not. We are www.AuthenticWatches.com, and neither our policies, practices, nor nature of entity are similar to the IRS. We do not have a "postmarked by" return policy.This client's returned items arrived after the 30 day returns period had expired. Accordingly, the client cannot be issued a full refund, and was issued a refund less 10%. We are not able to refund this client any additional sum. Thank you.

This client returned a timepiece for service. The timepiece was shipped to the service center. It was determined by the service center that the timepiece required a movement maintenance service, and the client was subsequently emailed an estimate for said service, as a movement maintenance procedure...

is not covered under warranty. 
The client has independently come to the conclusion that the timepiece had a bad mainspring.
The client demanded that we have the mainspring repaired without a movement maintenance service.  This is not (physically) possible.  Further, had it been physically possible (which it is not), we do not have the ability to pick and choose which mandatory service should be done.  Omega (nor any manufacturer) would ever perform any intervention on a timepiece unless the end result would be that it left the service center fully functional. In order to make the timepiece fully functional, the timepiece requires a movement maintenance service.
The client refused, and requested the timepiece be returned with no services rendered. The timepiece has been recalled and will be returned to the client once back from the manufacturer, which can typically take a couple of weeks.
In the interim, the client has emailed us repeatedly threatening "Legal Action" if he doesn't receive his timepiece by [arbitrary date].  There are no stipulations under the law mandating we return the timepiece to the client by whichever date he deems appropriate. We have no interest whatsoever in retaining a timepiece for any period of time (in fact, it's a liability, and we ship out timepieces as soon as possible.) 
Once the timepiece is received, it will be shipped to the client via FedEx, and he will be emailed his tracking number. No further action can be taken. Thank you.