I wanted to replace my stolen Rolex Submariner and began looking around for the exact model. The model changed in 2020 or 2021 and I wanted a pre-2020 model. Several places had it, but for whatever reason I was drawn to the Luxury Time NYC website and bought my watch from them.
I received what I wanted, the watch was as described, and it arrived on-time. I have no complaints about any of this.
Here is where Luxury Time NYC could improve. There is no feeling of connection, no building of rapport, etc. When I called the business, the phone was answered with a, "Hello." I thought I dialed a wrong number. I asked if this was Luxury Time and the man said, "Yes." I talked with him about what I wanted and said that his website showed he had more than one in stock and I asked which one was the best condition one that did not have the bracelet polished. Once this was determined, we negotiated a price and I wired the money to him that arrived that day or the next. I did not want the watch shipped over the weekend so I asked if he would ship it on Monday and he agreed. I followed up on Monday to confirm the watch was being shipped and both phone numbers went to voicemail. Their website shows a chat method that says they reply immediately. I did the chat approach and explained why I was contacting them. I had an immediate reply and was told they had no record of me, and did I have proof of purchase. My heart sank, thinking I lost my $14,300. Just as I was replying and asking how did they wanted my proof of purchase sent to them I received a message saying that they found me in their system and that the watch would be sent later in the day and I would be provided a tracking number. When it got to 8PM, New York time, I contacted them about the tracking number and was told I would have it in a minute. And about one-minute later I received it. The watch arrived the next morning and all was good.
After receiving it, I wanted to "schedule" it on my homeowner insurance policy, but to do so my insurance carrier needed to have the serial number referenced on the bill of sale. The bill of sale I received had no reference to the serial number so I sent a message to Luxury Time asking them if they would add the serial number to the bill of sale and they have never replied. I cannot prove I ever bought it from them so it makes me wonder about the warranty they offer.
I will say, that the man I first spoke with was my kind of guy. He told me that all sales are final and that was fine with me. He said that people will buy an expensive watch from him so they can wear it to an exclusive event or high-end party to show it off and then return it. Crazy!
I only gave 3-stars due to the lack of follow-up after the sale. If you desire to build a relationship, I don't think this is the place for you. If you want a watch and don't care about communication then use them. read more
