Thread: Am I being unreasonable? Frustrated with lack of customer respect from watch dealer.

Since April or May of this year I have ordered several watches from company X. Most recently on May 28th, I had ordered the White Gold Bracelet that goes with one of the pieces ordered. I was first quoted X-amount of dollars, but later it was realized that the bracelet would be an additional $2500. I understood how things get in the luxury market, so I complied and wired the full amount. I also explained to him that communication through email was best, since I operate a manufacturing business as well as handling all the in-house sales, meaning I am in important meetings at different times of the day.

Getting back to the point....The availability of the bracelet was scarce and for weeks the dealer couldn't find one, but finally did on 5/27, stating that "delivery time will be 2-3 weeks." It is now 7/28, a hair over 2 months of waiting for this bracelet, and as any normal person would do, I have been sending emails requesting information about the whereabouts of the bracelet were.

On 7/8 (while in the process of getting the company another customer) I had emailed "any updates on the bracelet?" His response: "Nothing yet. I just called my dealer and they are closed till next week. It should be soon, but I’ll make sure to stay on top of him." After that email, I received nothing. And so....

On 7/15 I had emailed "Bracelet updates? It's been quite some time, since you said you'd get an update." His response: "They were closed all last week and I was out of the office the earlier part of this week. I’ll call right now for you and send you an email with an update." Again, there was no follow-up email.

Getting frustrated at the lack of follow-up, instead of waiting another week, since I was leaving the country I sent another email on 7/20 saying "please check for an update. i'm traveling now, so email with an update." His response: "Thanks Mike. I just spoke to my supplier and he is waiting to hear back from Breguet. As soon as he hears something and gets back to me, I will email you. Have fun on your trip." So at this point it seems as if Breguet was never contacted, nor was the bracelet ever available. The estimated delivery was BS.

Now I'm starting to get upset, but being that communication was through email, I kept it as civil as I could. So today I sent this : "any updates? i feel like i'm sending the same email every week only to get the same response of nothing. please remember this ordered strap and follow-up without me having to remind you. you told 4-5 weeks tops, and that was months ago..." His response: "The bracelet is already invoiced to the supplier. It is slated for his next shipment. Most likely he will receive it next week. I have been on top of this from day one and have responded to every email you have sent. Regardless of you “reminding” me, there is no need. I have been calling and staying on top of it whether you email me or not. My contact who has been in the business for 30 plus years doesn’t need me to remind him… even though I do at your request. I have always been clear at how long give or take it would be to get the bracelet. Please keep in mind that accessories are not the easiest or quickest to obtain. I will call you the second I receive it."

I laughed when I read that email. For the most part I was content, being that it was the first time the guy gave me something concrete saying the bracelet will be shipped on the "next shipment." But when he kept insinuating the fact that he was on top of it, it made me laugh. At least in my business and other business that I've worked in, when you tell a customer that you will followup with them, YOU FOLLOW-UP.

The guy keeps calling me when I keep telling him to email. I don't even see a point to why he calls. He tells me everything he says in the emails, only goes on an on explaining that he is "on it." Today like most days, was a really busy day as I have buyer meetings all morning/afternoon. I finally finished my meetings and was at lunch when I get another call from him. I decided to pick up the call. He talks about blah blah blah (the same stuff in all the emails) and is asking why I am being like this, since I was becoming/sounding more and more annoyed. I told him, "I already got what I needed, do you need anything else? All I wanted was an answer to my questions." He started going off and raised his voice and that's when I decided I didn't need to deal with his BS and hung up.

He had the nerve of telling me that the bracelet was coming within the time quoted. Once I forwarded him the email showing the date it was originally quoted for, he changed subjects to this and that and actually started to raise his voice. Every time I spoke he would speak louder in an attempt to talk over me. Bottom line is: All I asked for was a follow up. He never gave that to me so I had to keep asking. When you quote a delivery, it should be near that day, right? And if it isn't within reasonable time of the original delivery it should be the salesperson's responsibility to update me right? I am quite frustrated and stuck. I really want this bracelet but hate the fact that I have to deal with this crap (all while I'm in the office handling my own business!!!).

Someone that's familiar with the whole wait process for luxury goods, please chime in. At least if I hear if from you all, I won't be so pissed. I mean wtf? I know I may not be purchasing Richard Mille's left and right, but shit I am throwing down big money to get treated like this? Not cool.

Sounds like a Tourneau employee, and if he isn't he should work there, would fit right in!

Sorry to hear of your crappy experience!

Originally Posted by JERZYH2

Sounds like a Tourneau employee, and if he isn't he should work there, would fit right in!

Sorry to hear of your crappy experience!

I totally agree.

Demand a refund and tell us which company it is so nobody here does business with them.

Sounds like you are allergic to BS and this guy has a truck full of it. You have been more than patient, civil and understanding. If this place was in driving distance, I would gladly show up for a face to face with this "man"

Originally Posted by OMG BBQ WTF

Demand a refund and tell us which company it is so nobody here does business with them.

Sounds like you are allergic to BS and this guy has a truck full of it. You have been more than patient, civil and understanding. If this place was in driving distance, I would gladly show up for a face to face with this "man"

The place is within driving distance. In person, he's cool, but he doesn't know how to react under pressure situations with customers. I get it, some people just don't have that skill. The company I don't mind, it's him. I can understand if things are back ordered or if things take longer than expected. All I ask is for communication and honesty, something that is tough for him to comprehend. I do not want to name the company, but I will be asking to speak to the owner once the bracelet does come in. I don't think a customer should ever be talked to like that.

Originally Posted by misterkye

The place is within driving distance. In person, he's cool, but he doesn't know how to react under pressure situations with customers. I get it, some people just don't have that skill. The company I don't mind, it's him. I can understand if things are back ordered or if things take longer than expected. All I ask is for communication and honesty, something that is tough for him to comprehend. I do not want to name the company, but I will be asking to speak to the owner once the bracelet does come in. I don't think a customer should ever be talked to like that.

I respect your restraint, but it does piss me off when somebody makes a promise of delivery and then strings you along. I would rather hear that its a 6-month back order than to have to deal with some pointless updates. I can accept reality, but not shady business practice.

I am shocked that a company who is selling watches of this price point are so shoddy with their CS etc. I would expect this sort of thing from a fly buy night selling a cheapo watch on Ebay. But not a dealer selling timepieces like this.

you have a PM. Maybe I can help.

Unacceptable... PERIOD.

You need to go over the head of this guy and get some satisfaction.....

Also, +1 what Steve Said....^^ If I can help, let me know what the brand is, etc....

Originally Posted by ReTTo

Unacceptable... PERIOD.

You need to go over the head of this guy and get some satisfaction.....

Also, +1 what Steve Said....^^ If I can help, let me know what the brand is, etc....

+1

Sorry to hear bro