Tourneau

I purchased a Luminox watch from Tourneau 6 years ago. I recently receive it back from it's fourth visit to the repair center for the same issue. I was given a list of needed repairs that were said to be "necessary". It took 4 months to receive the watch back. When I did some of the repairs had not been completed. Now I can't get anyone to return my calls, answer messages through FB or return emails. Very disappointed. I will not be doing any future business with Luminox.

I purchased a Rolex for over $8K for my husband's special birthday at Tourneau at 601 Madison Ave *******300 - on Sunday, January 19. They never disclosed the fact that they have a non refund policy, and asked if we wanted to have it engraved. They also never disclosed that by engraving the back of the watch, the sale was final and basically lost its complete value. I would have never purchased the watch if I had this information. When I called to cancel the purchase, they were extremely rude and said that their policy was obvious and did not need to be disclosed.

They don't tell you but if you order something off Tourneau.com the item comes from one of their stores and there is very poor coordination between them. I ordered a watch as a Christmas gift with overnight delivery. 2 days later it still hasn't arrived and no one can tell me when it will if ever. Got the total run around from both Tourneau and UPS. Furthermore, Tourneau customer service is only open Monday-Friday til 5pm so after hours and weekends you are SOL if there's a problem. I will not get this before Christmas, which is now ruined. SO pissed.

Purchased two high-end time pieces from Monica at the KOP mall office in PA. Monica was very knowledgeable and communicated with her manager (Van) to ensure that the sales process moved smoothly. They teamed to collectively reduce any sales anxiety and issues which facilitated a very smooth sales transaction. The quality of the time pieces is exceptional but more importantly, Monica and Van through their excellent customer skills and professionalism made my buying experience so wonderful that I was motivated to leave this comment. I strongly recommend that you visit this office for an extraordinary Customer buying experience.
Gardy B.

Bought a Panerai watch from store in Lenox mall in Atlanta, Ga. And was told I'd always get free replacement band when needed. Tried to get my first band after 2 years and got nothing but the RUN AROUND. One excuse after another and still no band. Terrible service by manager, Chief. Will never do business with them again. Bad a company doesn't honor their words after a expensive purchase.

Maggie at Bucherer was an exceptional sales representative. Maggie replied quickly whenever I enquired about the availability of the Rolex watch I was interested in.
Maggie keeping me informed resulted in the wait, not being a concern factor.
Strongly recommend Bucherer@ King Prussia and ask for Maggie
John B...

I will never buy a watch here again. I've been trying to purchase a Rolex watch for a gift for weeks. The first watch never got shipped because it was damaged and no one ever notified me. I had the most difficult time when trying to make a new order to replace it. Customer service is extremely unhelpful. I was charge for a watch that was never going to ship and still no one is helping me make a replacement order. Never buy from Tourneau.

Atlanta Lenox Mall store service is incredibly incompetent and unresponsive. After several attempts by phone leaving messages for the Manager, the watch maker or anyone with a pulse, I finally reached Jonathan who claimed that 2 1/2 weeks after UPS delivered our watch for repair, they have no record of receipt. Several conversations and voicemails later the Manager Jarrett still will not return a call. I left the Corum watch for a battery replacement. I get it a second time for not working and they fixed it by replacing the battery again, and when they shipped it back to us, the crystal and seal fell off when I put it on. I shipped it back from Colorado UPS and the tracking shows it was signed for on 12/17 by someone they say does not work there. Still no call back from the Manager. Amazingly incompetent.

So in September 2018 my family and I traveled to Wailea Hawaii and I came across a Tourneau store. I made two purchases, one Rolex and one Patek watch and that's when I met the sales person, Ryan Nakamura. He is probably the best sales person I've ever meet in my entire life. He was so honest, courteous and helpful the first time we met. He is knowledgeable, has so much integrity, comes through on his word and truly a great guy all around. He makes the buying process of my watches ten times more enjoyable, exciting and pleasant. After every purchase I look forward to my next purchase with him. He is truly one of a kind and a great friend!

I purchased A Pre owned Rolex Submariner from Tourneau on February 5th 2019, I recently found out it is not authentic (fake) from the Rolex service center, I went to Tourneau and explained it to the Assistant Store director Katherine Prior, she was not complying & rude about the situation. This incident is still on going & will have more information soon but I truly recommend not to buy anything from any Tourneau. Especially because they sold A Fake Rolex watch & they know it. Their just trying to save some face.
The truth of the matter is this place should be closed.

Was just at the Bal Harbor store, super nice sales person. When it was time to pay was a different story, she could not give me credit for merchandise I had not received. So I was going to pay with the new Apple Credit card, witch is a Master Card for Goldman Sachs. She told me they did not accept an Apple Credit credit card that they are not an Apple Store. WOW this is the head cahiers, well went to Cartier down stairs got the same watch, for the same price and paid with my apple cc.

This is a well-known company that has been around for over 100 years. That would make you believe they must be reputable. Nothing could be farther from the truth. 100 years ago, even 50 years ago, I'm sure things were fine. Today this company is barely holding on and it has turned to using deception and fraud to stay in business. One example is their "certified" pre-owned timepieces. The term "certified" should indicate the watches were tested in certain apparent ways and the customer would be made aware of those tests. This is not the case. The used watches are simply cleaned and checked to see if they run before being put in the case for sale. Most of the time they end up coming back for service and usually more than once. Often the customer has to pay for some of these services. What I have just told you I know first hand.
If you're considering visiting their flagship, The "Time Machine" at 57 and Madison in NYC, you're headed for the worst location they have. Inside is an environment run by a management team that rules by fear and threats. The employees are in constant fear of losing their jobs if they make one wrong move or if they decide to be honest and not go along with the fraud and deception that exists.
I could write so much more, but you get the point.
There are plenty of places to buy the same watches that Tourneau sells. Avoid this company at all costs.

I ordered a pre-owned Rolex for a gift on Tourneau.com, watch was listed as EXCELLENT CONDITIONS on the website, I paid extra for Next Day Delivery and after a couple days without hearing from them I decided to call asking about my order status, they apologized for not contacting me to let me know the watch was going thru some repairing cause before shipping it they realized something was wrong with it (WTH?) after spending thousands of dollars don't you think they should at least contact me? I asked for a full refund and cancel my order. Not very professional.

No customer follow up, false promises, I will fix my problem, I will take my watch that was purchase at Tourneau and I will pay a different vendor to fix it, because at Tourneau they are liars and I don't want to deal with it anymore. Since December 2020 when I purchase it, I have been trying to solve the situation, the sales woman, NEVER called me back.

I just wanted to give Tourneau a big 5 stars for being such a reputable dealer of watches. I bought a piaget about 10 years ago from them and till this day they have honored their word and replacing my battery for this watch every single time. Sure the watch was over $5K and it was not marked down but it was worth every penny for the customer service they have given me for this timepiece ever since then. It as broken down twice and both times it was repaired at no cost to me.

I ORDED A WATCH ONLINE TOOK THEM OVER 3 DAYS TO VALIDATE IT WAS ME! EVEN THOUGH I HAD THEIR CREDIT CARD WHEN I CALLED THE LADY GAVE ME THE HUGEST ATTITUDE! I DID NOT SPEND MY MONEY FOR ONLINE PEOPLE TO GIVE ME ATTITUDE. I WAS TOLD THE WATCH WOULD BE HERE FOR MY FATHERS BIRTHDAY! BUT IT WASNT DISHONEST AND FALSE ADVERTISEMENT!

I saw a Rolex watch on Tourneau website on sale, marked down from $5450 to $3815. So I called the Atlanta Tourneau store at Leonex Mall, the sales person told me that it just happened that they have that watch in Atlanta store so I asked him to hold it for me I will be there in a few minutes, when I got there they told me the watch is already sold. I was a little disappointed but 2 days later they posted the same watch with the same sku number same model same year, same everything on their website for the price of $5450 again so I called the customer service and explain what happened at Atlanta store she acknowledged that it is the same watch in fact it is the only one they have in their system but she won't honor the sale price even though the watch was never sold. It is puzzling to me why a 118 year old company would engage in bait and switch scam. I had taken a picture of the sale price with my phone and i emailed it to them with proof to shame them into honoring the sale price. They don't care.