customer service at a watch retail store in a big mall

blix9 · Nov 2, 2002, 02:05 AM

OK, here's a thing.

I bought a watch on the internet. It arrived last Wednesday in good condition.
I took it to a retail watch store in a big shopping mall to adjust the bracelet. A guy at the store took out few links to fit my wrist costing me $10. About 20 minutes after I stepped out of the store, I discovered that there is some scratches on the bracelet near clasping mechanism. Those scratches were not there when I brought the watch to the store as I was excited and observing it closely ever since I got it. I took the watch back to the store and they say they are not sure who did it and have nothing to do with the scratch including the guy who performed the adjustment. They are saying that the scratches could have been made by me and there is no possibilities that the guy could have made the scratch. I told them when I first brought it in the store it did not have any scratch on it and I found some scratches after he performed the work. From my point of view, as a customer I know for sure it did not have any scratch on it because when I first got it I was very excited with this new watch and observed very closely admiring how cool it looks even though I could not put it on without the bracelet adjusted. It's like you receive a new graphic card before the other parts like motherboard yet arrives. You just take out the card out of the box and drool observing and dreaming how cool the pictures will be on the screen. You'll spot any tyniest marks or dents that looks wrong to be there. I just know for sure the scratches have been made during the adjustment at the store.

And get this. They never admit their fault and the guys even suggest me to take the watch back to where I bought it and tell them that there are scratches when I first received it and ask for replacement. I and my wife were shocked by his remark. However, an assistant manager in the store nodded as he said this 'suggestion' to us as if it is a good way to resolve this situation. They offered me that they can take the watch to a repair shop and do some polishing to get rid of scratches but seeing the way these people are so dishonest I just could not trust about another job. Later on, I called the manager of the store and he told me to bring in the watch to look at tomorrow.

Few scratches like that could be made by me as I wear it. The actual scratches are not big deal. What I get mad about is that knowing that the scratches are made during the adjustment they were just looking right at me and keep talking possibilities of my fault. Also, after seeing him being so dishonest I suspect that he knew that he made the scratch all along as he did the job looking at it closely. Honestly, I don't want any job done again with them but want to let them know that they are treating customers wrong way.

I just had to get some steam off me... lol. Excuse my poor writing.
I hope I could explain this to the manager and make sense although I think his response will be about the same.

kinetic · Nov 2, 2002, 04:30 AM

Sorry to hear about your problem Blix I know how frustrated you must feel. I had the same experience myself a while ago so now I take any expensive items to a reputable jeweller for any alterations. It does cost slightly more but at least you know that they will take more care of your property.

By the way, which watch did you end up getting?

Necrosis · Nov 2, 2002, 01:19 PM

I'm a watch fanatic; have a watch for everything. Even a just to wear to work watch.

I don't see what their problem would be about replacing the bracelet; it wouldn't cost them that much and really make you a confirmed customer. It would be different if you came back in a few days later. However, I can't believe they charged you that much! Most places I go to it is either free or a couple of bucks.

blix9 · Nov 2, 2002, 02:52 PM

I just went to the place and had a chat with the manager. At first, he looked like he was just backing up the story of his employees. I explained how I felt about being treated like I am pulling some scam and not about some tiny scrathes. The manager was much more reasonable than I expected and seemed like he understood what I got pissed off about. On the other day, the other guy(who performed tht job) and the assistant manager told me that they could not have done it by the way they handle watches and more likely it would be me who had done it. Although I could not prove it to them I just know for a fact it was not me, not because it is a brand new watch but I had looked closely when I first received it for any sign of wear since it was an internet order.(Potential risk-You never know what kind of product you are getting- just being skeptical) Even thhough I explained this to them basically, these guys were implying two things ignoring my previously statement. 1. I made the scratch 2. I am lying. Not to mention their suggestion to lie to the store I bought the watch and get it replaced. Unbelievable!!

At least, the manager seems to understand from my point of view and I was glad I had the conversation woth him. He apologized and said he will have this thing straighten out with his employees. I don't know whether he will actually do as he said or not, or he was putting on some show or not. I hope he meant it sincerely.

He also kidly offered me some polishing and refund for the adjustment but I declined. I just did not feel so much big deal about the actual tiny scratches although they thought I got mad about the scratches. I mean, chances are I'll probably make some more scratches like that in a month or so.

Well, I am basically feeling better. Maybe I was making too much fuss about it but I naturally got upset. Thanks for reading guys and for your responses.

This is the one.