Rolex Customer Service Issues

Hello, I'm reaching out regarding my father's beloved Rolex watch from the early 1980s. This limited edition timepiece was gifted to him by the Saudi Arabian government during his tenure as Finance Minister. Unfortunately, at 85 years old, he struggles to wind it due to weakened fingers. He has mentioned the idea of exchanging it for an automatic watch, as he values the sentiment over selling it. Regrettably, purchasing a new Rolex is not feasible for me. I would appreciate your advice on the possibility of such an exchange to assist my father, who cherishes his timepiece dearly. Best regards, M. Irfan Syed from Dhaka, Bangladesh

Dear Rolex Company, I am writing to share a disappointing experience I had buying two Rolex watches at your store in Sydney. I visited the store on Martin Place and was impressed by four watches. As I selected five watches to purchase, a temporary manager named Tiana intervened, insisting I could only buy two. Feeling discriminated against due to my Chinese heritage, I was upset by her rude behavior. I question why a prestigious company like Rolex would employ such unprofessional staff who treat clients poorly. I hope for a swift response and explanation from your company regarding this distressing incident.

My experience with the Rolex Service Center on Fifth Ave. in the Rolex building was utterly disappointing. The service estimation team falsely claimed that my watch had internal moisture damage and needed a $[redacted] crystal replacement. The representative I dealt with was professional and not involved in the deceitful practices. Upon seeking a second opinion, it was revealed that the spots on the crystal were exterior and easily cleaned, saving me from unnecessary charges. This alarming incident, coupled with a recent similar occurrence, has left me questioning the integrity of Rolex's service center. With a strong belief in Rolex's reputation shattered, I feel compelled to share my experience to caution other customers. The misinformation and attempted overcharging by Rolex are unjustifiable, leaving me disheartened and adamant about exposing their dishonest practices.

I brought my vintage Rolex to a certified Rolex service dealer in June due to it losing time. After keeping it for two weeks and charging me $[redacted] with a one-year guarantee, the watch still had issues. When I returned in August, they attributed it to a winding problem, recommending a watch winding machine, which I declined. On setting the watch to 10:23, by 3:00 it displayed 10:50, clearly indicating it was not corrected. Upon their request for two more weeks, promising to call me, they failed to do so until I followed up. When I picked up the watch, they stated something had been fixed but warned of potential future charges despite the year guarantee. Although it worked fine for four days, the watch is once again losing time. I expect resolution promptly or a refund.

My son, who is 32, experienced a debilitating back injury in his twenties but has since recovered after undergoing extensive surgery. He recently graduated from university in June with a First, making me extremely proud. To celebrate his achievement, I planned to gift him a Tudor [redacted] watch, 41mm, in opaline and blue. Unfortunately, my order placed at Goldsmiths in Cardiff, UK in early May is delayed, causing me to miss presenting it to him on his graduation day. I am hoping to receive the watch before he starts his Master's in late September. I understand the watch’s popularity and limited supply but kindly request if it could be expedited to Goldsmiths. My family and I would be immensely grateful for your assistance. Thank you, Lionel Scales from Carmarthen, Wales.

In September [redacted], I brought my circa [redacted] Submariner in for service. Costing over 1k, the service was confirmed and scheduled. By early November [redacted], I flew to MIA to collect my watch, only to find the new crystal was installed incorrectly. Parts were missing, and it needed to go back for redo. In late January [redacted], it was ready again, but the crystal was still not right. A third round of servicing fixed it by late February [redacted]. The repeated issues were disappointing and embarrassing, lacking quality assurance. Despite the extensive delays, the Submariner was finally returned in proper condition. This experience raises doubts about Tourneau and Rolex's quality and service standards. I hope for a prompt and satisfactory response to address these persistent issues.

I received a Rolex Submariner from my father before he passed away. I cherished the watch but unfortunately, it got badly damaged in an accident. I took it to the St. James Rolex store, where they informed me that it was beyond repair and suggested replacing it. I underwent surgery for my injuries and sought legal advice. Despite my lawyer claiming compensation, I only received a letter from Rolex quoting the cost of a new watch. Disappointingly, the store did not keep any records or help me further. My attempts to contact Rolex's Geneva office were fruitless, leading to seven years of frustration. The lack of customer care displayed by such a prestigious company saddened me. The watch held sentimental value as it reminded me of my father, and its loss affected me deeply. Despite my reservations, I hope sharing my experience will make a difference and highlight the importance of customer service in a high-end brand like Rolex.

Dear Sir, I bought a Rolex GMT Master & Steel Gold Oyster Bracelet from International Watch Co. on Zaib-un-Nisa Road in Karachi on November 23, [redacted]. Recently, the watch has been malfunctioning and stops frequently. I am interested in replacing it with a new Rolex timepiece. Could you please provide information on the procedure for replacement and the associated cost along with the trade-in of the old watch? I have attached copies of the literature, warranty card, and purchase receipt for your reference. I would greatly appreciate prompt assistance in this matter. Sincerely,

Subject: Potential Dealership Opportunity in Thrissur, Kerala, India Dear Sir, I am Aswin from Redlands Ashlyn Motors PLC, writing to explore the prospect of becoming a dealer for one of your products in Thrissur, Kerala, India. Redlands Ashlyn Motors PLC, part of the established Redlands Ashlyn Group founded in [redacted], specializes in precision weighing equipment and is headquartered in Thrissur. Our factory in Coimbatore, Tamilnadu, is known for its innovation and top-quality equipment manufacturing. We believe that your Rolex Explorer (Ref [redacted]) and Rolex Datejust (Ref [redacted]) would complement our existing portfolio and appeal to our expanding client base. With a rising demand for quality watches in Thrissur and limited competition, now would be an ideal time for you to consider entering this market. Should you be interested in discussing a potential dealership arrangement to introduce your products in Thrissur, please reach out to me for further information. Looking forward to your response. Best Regards, Aswin Anto [redacted] +91 62 82 [redacted] [redacted]

Disappointing Experience at Rolex Boutique in Beirut Three years ago, on my initial visit to the Rolex boutique, I joined the waiting list for the green submariner steel watch. Recently, a sales clerk contacted me to finalize the purchase. When I went to the boutique two days ago, the sales clerk, Abed, informed me about the engraving requirement. Despite being informed beforehand, I inquired if this was a global Rolex policy. Unfortunately, I received a rather dismissive response from Ziad, the owner, regarding my request to waive the engraving rule. This interaction left me unsettled for various reasons. As a business owner myself with a long history of supporting Rolex, I was taken aback by the lack of respect shown to me. The accusation of intending to resell the watch due to refusing the engraving was unwarranted. Despite being a loyal customer, my treatment at the boutique was far from the service standard one would expect, especially from a luxury brand like Rolex. The whole experience has left me extremely disappointed. Best regards, Anthony S. Managing Director TREND S.A.L.

I have created an innovative design for the Rolex anniversary in [redacted], which could be considered for the special M-Design in celebration of the 100th anniversary of Rolex's first waterproof watch in [redacted]. This design is a result of your sponsorship for my research aimed at improving lives and benefiting humanity. I am passionate about inventing life-changing technologies and look forward to contributing positively to society.

Hello, I wanted to share an experience I had with a well-known brand like Rolex. Unfortunately, I had a negative encounter with one of their retailers who exhibited unprofessional and unethical behavior, even using the limited stock availability as leverage during my purchase. Despite the store having the watch in stock, the owner and sales team were extremely rude and dishonest, making false claims to prevent us from buying the last piece available. I hope the company takes appropriate action against this retailer. Additionally, it would be appreciated if there could be arrangements made for us to receive the timepiece directly from the company. Thank you.

Hello, I am reaching out regarding my Rolex that was stolen 25 years ago in São Paulo, Brazil. I reported the theft to Rolex Brasil and provided all necessary documentation. Over the years, I have changed addresses multiple times and contacted Rolex Brasil to inquire about any updates on my stolen watch. Unfortunately, they have requested the original police report from 25 years ago or the serial number, which I no longer have. I believe that some watches, including possibly mine and my mother-in-law's, were found by the police. I kindly ask if Rolex Brasil could search for any information related to our names and identities: 1) Gilberto André Schaalmann CPF [redacted].[redacted].[redacted]-99 Model: Date Just stainless steel/gold 2) Esther Waskop Terdiman CPF [redacted]2 Alternatively, Tally Moisa Terdiman CPF [redacted].[redacted].[redacted]-00 Model: Female stainless steel Thank you for your assistance. Gilberto

Hi, my Rolex was stolen 25 years ago in São Paulo, Brasil. I reported it to Rolex Brasil with all the documentation. Despite changing addresses and contacting Rolex Brasil to check on my Rolex, I was informed that I need the police report from 25 years ago or the serial number, which I do not have. They mentioned they cannot assist without this information. Several watches, possibly including mine and my mother-in-law's, were found by the police. Could you please request Rolex Brasil to search using our names and identities? 1) Gilberto André S. CPF [redacted].[redacted].[redacted]-99 Date Just stainless steel/gold 2) Esther W. T. CPF [redacted]2 or Tally M. T. CPF [redacted] [redacted] [redacted]-00 stainless steel female

Hello. I recently visited a Rolex store in Rome, Via Condotti, and I must say, the customer service there was quite disappointing. As someone with 20 years of sales experience, I was shocked by the lack of professionalism displayed by the Rolex representatives. Despite being interested in purchasing a watch, I was met with unhelpful and indifferent responses. It seemed as if they weren't interested in assisting me at all. Their behavior was far from what one would expect, especially from a luxury brand like Rolex. In the end, I decided to purchase a watch from a different store nearby. I hope this feedback will help improve the experience for future customers. If you wish to address this matter, you can reach me at [redacted] Thank you for listening to my experience.

I purchased my Rolex Oyster Perpetual from Goldsmiths in Shrewsbury, UK on October 29, [redacted]. The two reference numbers are [redacted] and U288254. I have worn it daily with care since then. Recently, I sent it for servicing due to it stopping unless winded up. It still keeps accurate time. Today, I received an estimate of around £2,[redacted] for a service, new strap, new glass, and winder. I didn't expect to replace the strap or winder and didn't notice any issues with the glass. This unexpected cost makes the watch seem nearly worthless. I am disappointed as I believed a Rolex would last a lifetime and be an heirloom. I am quite saddened by this situation, having adored the watch since my purchase. Please contact me at [redacted] regarding this matter. - Diane Kelsall

I am interested in purchasing an Explorer II watch. My wife's parents want to gift us a Rolex for our wedding, and I have always admired the Explorer II. Despite visiting multiple Rolex authorized dealers, we were informed that in order to obtain an Explorer II, we must first purchase a Datejust and join a waiting list that may span one to two years. It is perplexing to see the Explorer II in the store but face such constraints. I remain determined to acquire this watch, as it holds sentimental value and is preferred by my in-laws. I seek guidance on how to proceed without having to compromise on our choice. I do not seek rare models; I simply wish to purchase the displayed Explorer II without unnecessary obstacles. Is there a way to make this feasible?

I am interested in purchasing an Explorer II, a watch I have longed for. Following our wedding, we visited several Rolex ADs but were informed we needed to buy a Datejust before obtaining the Explorer II. Despite it being available in the store, we were placed on a waiting list of one to two years. I am perplexed by the requirement to purchase a different watch just to acquire the one we desire. I remain determined to obtain the Explorer II, favored by both myself and my in-laws. Is it feasible to purchase the watch on display without the additional purchase of another model?

Hello, I have been searching for the Rolex DeepSea [redacted] D-Blue Dial for quite some time now. Despite its rarity in Rolex retail shops, I have come across options where it's available above retail price. I am puzzled by the lack of availability at official Rolex stores when it seems easier to find elsewhere. I even stumbled upon one in Mykonos with a pending sale. I wonder why Rolex doesn't adjust the cost to make it more accessible. Can anyone advise on purchasing it from a USA or Greece Rolex store? I prefer to support Rolex directly. Thank you, Nasos Topakas.

Dear Sir, I am Anita Bukharey, a loyal Rolex customer along with my husband Tayyab Mahmood. I placed an order for the watch with item code [redacted] 0 IND CHOC three months ago. I recently visited the Avenues branch to collect the watch. The sales representative, Angelo, requested my ID for verification based on nationality, which took around 20 minutes. I expressed my disappointment when he declined to let me send a picture of the watch before payment and insisted on removing the protective stickers out of my sight. When I voiced my concerns, he suggested I reorder the watch, which would take another month. I am puzzled by this treatment from a renowned company like Rolex and seek an explanation for such behavior. Thank you for addressing this matter promptly. Best regards,AB