Tourneau

Watches are my vice and so I strolled into here for the first, and unfortunately for them, last time recently. Asked for information on a few watches that caught my eye. No return of info. So needless to say I purchased a watch elsewhere with better service
Side note — sales here were pushy like car dealers. Showing me everything but what I was interested in.

I was shopping in Fashion Valley and my watch died so I needed to have my battery replaced. I walked into Tourneau and they were able to replace my old battery with a new one in about 15 minutes. I was satisfied with the quick service for the battery replacement. It was a few years ago and I don’t remember it costing me more than $ 30. So it is somewhat on the pricy side, but I wanted a quick fix and Tourneau was able to do that for me.

If I could give zero stars I would, I went in early May to order a band for my husbands watch, as a birthday gift. The guy helping me took forever and made a simple request complicated. I was with my 9 mth old son which doesn’t make it easy for me. He told me it would take 4 – 6 weeks. Unfortunately I’m in the middle of moving and lost his business card. After 6 weeks I called and they had no record of my order. Yes that ticket that took him 1 hr to fill out was gone?! The person helping me said I could reorder and wait. When I asked if they could expedite based on situation to help me out he said he would ask and call me back and I never heard back. I’m so disappointed with their service and will never return.

A little surprised to see such a poor rating. I had been in to look at a watch and was helped by Gabriel. He was extremely knowledgeable and genuinely interested in what he does. I knew which model I wanted but not the specifics. Gabriel was patient and encouraged me to try on many varieties so I could narrow down. The one I decided on was not in house so he told me he will transfer and someone would call me when it was in. As promised my phone rang upon arrival on a day he was out-​his colleague told me he asked her to call. I was able to make it down there a few days later and complete my purchase. Overall satisfied with my experience and would go back for my next purchase.

shoddy service.

They have the worse customer service, very disappointment of the store in fashion valley

didn’t bother calling me back after a telephone request for a quote on a watch i 100% intend to buy. I have had good experiences at Tourneau in LA and SF so this was disappointing and a killer in terms of them getting my biz.

BE WARNED!!! Do not buy anything from this Franchise! Their customer service is horrible to deal with! I received a women’s Tag Heuer AquaRacer watch (value $ 1,700) as a gift from my work for sales achieved purchased from Tournaeu. I wanted to exchange it upgrading to a different Tag watch that was more my style and $ 1,100 more. Tournaeu treats any returns/​exchanges to their stores as a trade-​in and offered me $ 425 for a $ 1,700 watch that has never been worn purchased from their Costa Mesa location by my Company. I will never buy anything from this franchise and it is their stupidity for not making money off of my upgrade and future purchases from them.

I recently brought a watch in for appraisal cause they kept raving about their buy back program, altho in all fairness they raved about the program when they thought i was a buyer not a seller. They had the same baume et mercier watch on display that i had purchased 2 years earlier. They were asking $ 3400 and i had paid $ 2900. They examined mine in back for 5 minutes and offered me $ 700. I have worn this watch on 2 occasions so it is practically new, perfect condition. I have no doubt they would have bought my watch and put it right in their case at the same price as the other. These people are thieves, well dressed thieves.

Is this store actually interested in selling watches?
My experience in New York with Tourneau over the years has been quite positive, having purchased two Tag watches and others as gifts. So I was pleased to find this store in Fashion Valley when I went looking for a store that could replace a battery in my Cartier tank watch. There were four or five sales people in the store on a very busy Saturday but no customers. Oddly, when I told him that I had always admired the Santos watch and that it seemed available in a smaller profile for men, he did not make the effort to ask to show me the watch, even after I inquired about the pricing. In truth, I had been thinking that a Santos would make a nice birthday gift to myself. But there did not seem to be any interest in asking me if I wanted to see one. I returned a half hour later and my watch was ready, retrieved by a different sales person. This was great service but, again, there was not a word about asking me if I wanted to see anything else. It is a bit difficult to purchase a new watch if you have to sell it to yourself. Perhaps Tourneau could save money on staffing if their watches were in self service vending machines.

Unfortunately Unilocal doesn’t allow 0 stars because Tourneau is most deserving of that rating. I called Tourneau San Diego (Fashion Valley) to inquire about two expensive watches (~3k) and was told the pieces were not in stock but they could order them from another store, initially they weren’t aware of the U Boat brand (first red flag). I set up an appointment to try them on with hopes of purchasing one.
When I arrived at the store the sales associate that I had spoken with before about the watches and the appointment was not in (second red flag). Another sales associate called herself an assistant manager but she was not very knowledgeable on watches at all. Anyway, the assistant manager (wink wink) brought the watches out from the back without the cases. I had specifically asked for the watches to be enclosed in the case unopened from the factory and was told by the first sales associate this was not an issue and that he would personally ensure the watches were sealed in their respective cases. After trying on the first watch I noticed obvious wear and tear the watched looked used but I was assured the watch was new (third red flag). After that I felt something was wrong and I decided to walk away and glad I did. The treatment I received did not approach the level of a top tier retailer in fact I was say the business practices are questionable.

After reading everyone else’s reviews for this location and other Tourneau stores, maybe it’s a good thing that they never bothered calling me back with my repair estimate.

My wife wanted a nice watch for our 3 year anniversary. We looked at all of the jewlers and watch stores in San Diego and found a very nice Breitling at Tourneau. One of the lady sales associates put the watch on hold for us so that I could do some research (I knew nothing of watches at the time). We ended up finding the same model watch from an online store and bought it. It was a great deal, but my wife wanted to get a different strap for it. We went back to Tourneau to look at some different models and to see if we could get a different strap. The same lady from before noticed my wife’s new watch and asked us where we got it. When we told her it was from the Internet she promptly told us it was a fake and said that it felt too light. She even called over a colleague and they used an eye loupe to «prove» that our watch was a fake. My wife was almost crying at this point, but the lady (Diana) quickly moved in with the sales pitch: «its ok, you can get a „real“ one from us.» She even had a 6-​page print out of all the Breitling watches they had for sale. Now I KNOW that the watch is a genuine Breitling, I have seen the internals and have since had it authorized by a REAL Breitling dealer. Why would they tell someone their watch is a fake without being 100% sure?!?
I think it’s a scam. They try to tell you your watch is fake and then push one of their watches on you. We will never go back to Tourneau.

My husband purchased an Omega watch as a gift from this store. I came in to have the watch sized. What was supposed to take 5 minutes took one hour. We were kept waiting without saying any explanation of what was taking so long. I began to wonder if they just forgot even though we were sometimes the only ones in the store during our hour wait. They finally bring out the watch and had removed 2 extra links so they had to have it redone. That took another 15 minutes.
I was mostly upset with what was done to my new watch. When they finally brought it back, whoever worked on the watch scratched up the screws that hold the links in the metal band. I pointed this out but the person behind the counter acted like she couldn’t see it. The «Swiss trained» service tech didn’t know what he was doing… why else would it take so long and come back in the condition it did. I will post pictures and be writing to the company.
My husband bought the warranty service the store offered but I don’t think I will bring my watch to this particular store for servicing. If they can screw up something as simple as removing some brackets, I wouldn’t trust them with the mechanics of the watch.

My husband recently decided to buy himself a «nice» watch. So, we did some research on brands and styles and decided to head to the local Tourneau store.
We were impressed with their selection, but even more so with their staff– specifically Diane who assisted us. She was pleasant, knowledgeable, and really took her time with us as we browsed. She also respected our budget and only showed us those watches that fit my husbands specific criteria. I never felt like she was trying to «sell» us a watch (even though she was) but she was not a pressure sales person. Actually, she even seemed to take steps to get us the best deal possible on the watch my husband wanted. And, since then, Diane has even followed-​up with us since to check in/​say hello and make sure we like what we purchased that day. Fab customer service.
My husband looves his new watch and if we are ever in the market for another, I know we will be headed to Tourneau again to see Diane.