I honestly have never received such terrible service. I had brought in my vintage 18k yellow gold Rolex to be serviced because it would no longer wind, and asked that they also inspect the bracelet. I had purchased the watch five years prior, and I have worn it around the world without issue. It's a vintage watch that has been extremely worn, it's delicate, it's had a hard life, but that was exactly what I loved about it. It's 56 years old - I was never expecting it to be in "like new" condition. Their suggestion was to replace the bracelet, and I declined the service, stating that I liked that the watch was as close to original as possible.

The watch was sent back to the Beverly Hills location after being serviced, and I was called to come and pick it up. I was also informed that the bracelet was no longer attached to the watch. At some point in the watches history, someone replaced the spring pins with a non-Rolex part, so the technician removed them, and he threw them out. He deemed it unsafe to wear, and he rendered it unwearable by throwing out my property. I spent thousands of dollars on this timepiece.

I was never consulted, I was never informed that this was the policy of Rolex, and I never consented. Needless to say, I had a very heated exchange with Vema, the customer service manager. She began by telling me that I never responded to the email, refusing service to the bracelet, which was a blatant lie. I quickly shut that down by texting her a screen shot of my email response refusing the service.

As our conversation progressed, and Vema continued to defend Rolex's position on the situation in a defensive and argumentative manner, and I grew more agitated and angry. I don't know if she just panicked as the conversation became more heated, but she lied to me once again. She had originally stated that the spring pins that were on the watch were discarded, and then moments later she said that they were actually in the service center in Dallas. When I asked her to send the watch back to Dallas to have the bracelet reattached, she said that the spring pins were gone. It was such a strange exchange, and I couldn't understand why she would flip-flop like that in a matter of seconds.

After I completely exploded on her, she said she would like to look into this further and see what she could do. Thirty minutes later she called, and said that they made an exception, and they reattached the bracelet to the watch. Why did we even have to go down this path to begin with?

When I picked up the watch from the Beverly Hills store, I met with Dustin, the store manager. He too, seemed more concerned defending Rolex's position than trying to calm the situation. The exchange was quite cold and robotic, and as I expressed my frustration with the situation, he actually stopped responding.

I have always loved Rolex, and as I was picking up this one, both my husband and I were each wearing one, (one was even purchased at Gearys'), but the exchanges with Vema and Dustin have soured me. If you are going to purchase one, support a store like the one in the Meat Packing District in Manhattan. They are all friendly and kind. I would recommend never stepping foot in the Beverly Hills location.