Rolex Customer Service Issues

This past weekend, my husband and I were shopping at the Caesars Forum stores. My husband wanted to purchase a watch, but the security at the door informed us that only one person was allowed at a time. To our dismay, a Caucasian man and his family were allowed in right after my husband walked away. I found this situation upsetting and insensitive. I confronted the security guard and expressed my displeasure at his actions. Both my husband and I have excellent credit and high credit card limits, allowing us to afford any purchase we desire. I believe that judging us based on our race was unjust and disrespectful. It's important for Rolex to ensure that all of their employees provide service to all customers equally. Despite this experience, we decided to visit the Art Gallery instead and ended up spending $[redacted] on pictures that caught my eye.

I sent my Rolex Airking for servicing to Rolex in Brazil in December [redacted]. After waiting for 7 months and paying USD [redacted] for the service with all suggested part replacements, I was shocked to find out that the bracelet was loose and a pin was missing from the clasp, risking losing the watch almost immediately. I contacted Rolex Services Brazil, and they asked me to come back next week to fix the issue. However, it's not just about fixing it; it's a matter of trust. I have lost faith in Rolex's services due to this incident. The lack of control and oversight is concerning, especially given the high cost and time involved. I feel it's unacceptable. I intend to inform Rolex headquarters in Switzerland about the service quality in Brazil and the lack of "excellence" in their quality control. I am extremely disappointed, and despite planning to purchase a new Rolex, I am now considering a competitor brand. It’s vital that Rolex at the headquarters is aware of this situation if they value their customers. Thank you.

Ten years ago, I bought a Rolex Submariner and have been very happy with it. Recently, I visited the Rolex kiosk at LHR airport to browse for a watch with a light blue face. While there, I had a disappointing encounter with one of the staff members, an Oriental man. Despite my interest in another watch and mentioning my Submariner, he seemed dismissive. When I asked about a watch with a lighter blue face, he initially claimed they didn't have any on display. Later, I discovered one but was told it wasn't for sale, leaving me feeling undervalued as a customer. I can afford the watch I inquired about, but his attitude has made me reconsider future Rolex purchases. This interaction was not reflective of the high standards I associate with the brand, especially in a prominent location like an airport. -Paul

A few years back, I signed up for a new watch with an authorized Rolex dealer. Despite being patient, I discovered after two years that I was no longer on the waiting list. I reviewed my experience on Google and Yelp, expressing my disappointment. Shortly after, the dealer contacted one of my relatives in an attempt to have my review removed. This behavior felt highly unprofessional, especially to involve my family in a personal matter. My reviews were factual and detailed, and now the dealer is making efforts to censor my honest feedback.

Hello, I wanted to share my experience with the service I received for my Datejust Rolex watch. My husband purchased this watch with a gold dial approximately 18 years ago from CD Peacock in Oak Brook, Illinois. I encountered a few issues with the service provided by the dealer. Firstly, when I requested to change the dial to a white dial, they did not return my original gold dial as requested. Secondly, after a recent $[redacted] servicing where the crystal, bezel, and tube were replaced due to scratches, I now have moisture inside the watch. The dealer now wants to charge me $[redacted] for a full service, including replacing the bezel, dial, tube, hands, and inner workings, which seems excessive within just 22 months. Upon inquiring about the current value of the watch, I was told it is only $[redacted], which is disappointing. I believe the previous servicing may not have been done correctly, and I am frustrated with the situation. I hope for some guidance from Rolex regarding this matter. Thank you, Elaine W. [redacted] [redacted]

My Rolex watch has been in for repairs multiple times for the same issue of stopping. It has already cost me over $[redacted] to fix, so I stopped wearing it. Today, I decided to test it again and discovered it had stopped after just 20 minutes. When I tried to adjust the time by pulling out the crown, it was completely stuck. I'm questioning if the expense is justified, especially considering my Timex watch from the 1970s still functions perfectly.

In January [redacted], I brought my watch to Longs Jewelers for general service and to replace the bezel spring, totaling $[redacted]. During the service, I declined replacing the bezel, watch face, and hands to maintain its value and originality for my son. In October [redacted], my son returned the watch as it was not working properly, leading me to send it back to Longs for Rolex Service in November and picking it up in January [redacted]. Shortly after, I noticed a nick on the inner case and brought it back to Longs in March. After inspections, they found deep nicks and suggested sending it to Rolex for repairs due to special tools needed. Nate from Longs updated me on the situation, mentioning the option to polish out the damage or replace the case at my cost. I followed up with Nate on the progress on April 14, and on April 18, he informed me of Rolex's plan to fix the issue. Subsequently, I reached out to Longs Nashua on April 19 to speak with a manager, leaving a message with my contact details.

Rolex, a prestigious watchmaker, is a major sponsor of the French Open. As an avid tennis fan watching the tournament daily, I observed on Sunday (the first day) that the main court clock is running one to one and a half minutes slow. I cross-checked the time with both my Cartier and sports watches, and they match. Although I don't own a Rolex (I have Cartier and Patek Philippe), I felt the need to point out this discrepancy. It seems like an embarrassment for a precision Swiss watchmaker at such a prestigious tournament. Despite this timekeeping issue, I appreciate Rolex's support for the French Open. Good luck with the tournament, and please address the clock issue :-)

Hello, I am interested in purchasing one of your exquisite watches. However, I am puzzled as to why your reputable brand allows unauthorized sellers to flood the market with counterfeit copies available at significantly lower prices. I recently discovered one of these rogue traders and obtained their website, bank account information, and address for potential action against them. I am willing to assist in revealing their illegal activities. Can you please explain why these unauthorized sellers are able to distribute replicas of your prestigious watches? What measures are in place to prevent these rogue traders from damaging your brand's reputation? Thank you for addressing this concern. Regards, Sean