Tourneau

I saw Tourneau had the omega seamaster made famous in the latest 007 movies on their website, so I came in to see it in person as a gift for my fiancé. Margaret quickly had the watch shipped to Dallas from an AZ store. I put down a down payment and waited a couple days. When it arrives into town, I came back with cash in hand in hopes of negotiating. I did my due diligence in researching the market value of the exact model watch (used, as it’s discontinued), and found that Tourneau had it listed at 70% over market value. I understand all Tourneau pieces come with their warranty, but I told them that warranty was not worth it to me for that price difference (~$ 1200 over market price). I offered to pay cash immediately for the piece if she could work with me on the price, and she could only budget 6%. Really? That’s not even tax.
I pointed out all the scuffs in the band and the fact there was no paperwork with the watch, and thus suggested they throw in either a watch storage box or a watch winder (value of $ 100 – 350) as a perk. Nope.
The fact that they’re so overpriced and unwilling to work with you was actually kind of comical. I’d come in to look at time pieces, but I would not buy them here — especially used.

I have purchased two watches at Tourneau in the past 4 years. Great service, but lately the watch selection are kind of getting a little bland.

6 months ago, I was given a Hamilton watch as a gift, and it was purchased for me from this location as an every day watch. At that point in time, I thought rather highly of Tourneau. 3 months ago, that very Hamilton watch fogged up under the crystal, thus I took it to my local Tourneau store to get it fixed, as the protection plan was purchased with the watch. After I handed the watch over, the ridiculous waiting period began. Last week (June 5^th, to be exact) I received a call from a sales associate, stating that my watch was ready for pick up, after 3 months of waiting. For contrast, I had a vintage tag heuer watch that I sent to tag heuer to receive a complete overhaul. This process took a mere 3 weeks! Now, this story gets even better… When I went to go pick up my Hamilton from Tourneau that evening, there were large pieces of dirt under the crystal of my Hamilton! I promptly asked for the watch to be sent off yet again for repair. This is unacceptable! I didn’t even need a loupe to see the dirt!
That evening, when I returned home from my horrific experience to email the customer service department. I received an automated email stating that I would get a response in «1−2 business days». It is now Wednesday evening, the 11^th of June, and no such response has been received.
******** UPDATE
I recently came to the store to check on the progress of my repair, and while I was there, the very friendly sales associate on which I highly recommend, Margaret,
Issued me a brand new piece instead of having me wait for my watch to be repaired by the service department I no longer trust. This was a very kind and thoughtful act. Tourneau’s face to face customer follow up is much more effective than their online email option…

Great selection. But, they have customer service issues in this location. The sales associate actually asked me to step aside while I was leaning over a display case, so he could greet and serve a family who just came in the door.
Hmmmm…Guess I was invisible. I left.

Repairs takes for every
Management extremely rude and disrespectful !

On 22 June 11:30, I came in to BUY a luxury watch for myself. I was immediately insulted by a young salesman (I wish I knew his name as I would call it out here) the same salesman then insulted my Australian friend who was there with me. We both left shocked at the spectacularly poor customer handling. We are both senior business execs and hope the owner has a BK strategy because with customer facing assets like this young man. The Owner will need it.