I typically don't write reviews, but after multiple attempts over the past few years, I feel like I…read moreshould share my experience.
I first visited a couple of years ago to put my name down for a Rolex Submariner. I understood going in that it would likely take time, and I was completely fine with that. I left my information and expected at the very least some sort of follow-up or communication along the way. Fast forward nearly three years later, I never received a single text, call, or update of any kind.
I decided to stop back in a few days ago, thinking maybe I could check in, reintroduce myself, and finally get the process moving. Honestly, that ended up being a mistake. When we walked in, not a single sales associate acknowledged us. No greeting, no eye contact, nothing. I even walked toward one associate, and she turned away and went to the back.
At that point I figured I'd just be direct. I approached a man (I don't remember his name) and politely said, "Hi, I'm looking to purchase my first watch and I'd love for it to be a Rolex." Instead of any real conversation, he immediately told me to scan a QR code to fill out my information. While I was trying to ask a few questions, his responses felt short, agitated, and dismissive, like he really didn't want to talk. He barely made eye contact the entire time.
A friend of mine bought a watch from this AD and mentioned that when they add you to a list, an associate usually texts you so you can communicate and stay updated. I never received anything like that the first time, and now after trying again, it felt like the same experience all over.
I understand demand is high and there's a process, but customer service and basic respect shouldn't be optional. Maybe I'm younger than the typical buyer, but that doesn't mean I'm not serious or don't have the money to spend. I walked in ready to start a relationship and make a meaningful purchase, and instead felt completely brushed off.
After nearly three years and two separate attempts, I'm left feeling like customers are only valued if they fit a certain image. I really wanted my first watch to come from here, but based on the lack of communication and how I was treated in-store, I'll likely be looking elsewhere.
