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.

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...

Then the next day, it was no longer available at the price I was going to purchase it for. Too coincidental and suspicious. As another reviewer stated, they're a bait and switch company. Have never purchased from them and probably won't unless this situation is rectified in my favor. Would much rather go to Mayor's and recommend everyone do.

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.

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.

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.

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.

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.

Tourneau store director and client experience manager are highly professional, knowledgeable, friendly team. Both are welcoming "early bird" clients pleasant " no worries, no problem "
Service delivered as promised!
Endless thanks

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.

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.

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.

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.

I always send my watch into Tourneau to be cleaned, have the battery replaced, and checked for leaks to ensure my watch stays water resistant. These are services they offer free when you buy from them. I can't even tell you how much I used to pay to get my watch I bought somewhere else serviced. I'm a customer for life.

...a phrase you generally only hear when buying a car. But with Tourneau I know any pre-owned watch I buy has been restored with the same care and concern as a pre-owned car. I bought a pre-owned JAEGER-LECOULTRE and it did not disappoint! I would have never known it was pre-owned as this watch was mint. Not to mention it came with a 2-Year Warranty and FREE Lifetime 5 Point Check-Up!

Never do business with this company! One of the sales reps used my info to call to pretend to be me to up my credit limit. I asked for a certain watch. Was told If I opened a credit card account with them I would certainly have the watch I was asking for. The sales rep never sold the watch I was asking for. I waited for 3 years. Was trying to sell me watches $5,000 above retail. I called to asked for another sales rep they would not give me one I spoke to the higher regional director. Lisa Fristik who happened to be in on it and accused me of being in with the sales rep on shady things just to not make her and what she advises her reps to do. I went above her and she got to her boss before I did basically made me look bad by saying lies and accusing me of doing things I never did just so they wouldn't have to get me the watch I was asking to buy. I waited 3 years and was told to stop calling and asking for the watch to stop coming in the store and to go buy it from another retailer. I guess that's how they are dealing with clients that spend a lot of money with them. Stuart Fisher who is the senior Vice President and on the council called me and said I was not a good customer after I informed him and his colleagues of a sales rep stealing from the company. All of my friends and coworkers then told me about the fraud they have going on with their sales reps and deceptive sales practices they Dave going on. They will tell you anything to get you to do business with them. But I am warning you do not do business with tourneau if you want your credit information stolen and fraud under their name. They Knowingly making false representation in an inquiry to acquire ones credit information when I talked to Stuart the so called Vice President he told me I couldn't prove it as he was sounding guilty and when I asked him certain questions proving what I known to be true he said he would not answer that. Lisa Fristik is a fraud, when talking to her on the phone I don't know how she even qualified for that job with all the remarks she made against me and rudeness. She should be working at Burger King. When I told them I have all the info in text messages and calls recorded they just told me to stop calling and go another place or close the account I opened up with them that I was told to open to get the watch I was requesting in the first place. Lisa Fristik a FRAUD AND A SCAMMER DONT DO BUSINESS WITH TOURNEAU

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 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.

UNFORTUNATE PURCHASE. My wife and I were in NYC in 2007 and purchased a beautiful pre-owned Baume & Mercier gold ladies Hampton watch from their agent Ms. Romano. She convinced us to buy by emphasizing Tourneau's lifetime exchange policy, which guaranteed we could use the purchase price of the B&M towards the purchase of another watch at Tourneau.

Recently, I was put in touch with a Mr. Bega who informed me that Tourneau changed their lifetime exchange policy to simply a trade in policy. In addition, offered me 1/3 of the purchase price as a trade in and in a second email denied the lifetime exchange policy ever existed. I even suggested a compromise, but they stuck to the ridiculously low trade offfer.

Man, do we ever feel taken advantage of. Poor customer relations and shady sales practices. Lots of other reputable watch stores out there to do business with. We will not go back to Tourneau, and urge those reading this to spread the word and do business elsewhere.

Tried to source a bracelet for my AP watch. People were complete idiots. Spent 15 mins on hold Bounced around from phone to phone. Finally gave up and said to hell with this. Don't waste your time on these morons

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.

I would never repeat business after seeing how much of a cut they take on watches. You can get them much cheaper.