Bad Experience at Tourneau in New York City

[mocheen]

Originally Posted by Stonedcl

It's funny how you guys talk about treating customers right and they will buy. most people really do not care how they are treated but most about the price. I work for a higher end car dealer and I help everyone equally. Does not matter what they drive or how they are dressed , I give them my 100% attention and service. You do not know how many times I spent hours with a customer test drove them in 3 different cars and gave them the best service they ever got at a dealer.. I would even mail them a hand written thank you card.. And most of those people that I spent 3-4 hours with will buy the car from my competition after I spent all my time with them over $10 a month on a lease payment.. $360 over the 3 year lease even though they got crappy service just because it saved them a buck.. I would understand $50 a month or even $20 but you get beat by a couple of bucks and they quickly forget how much time you spent with them and how nice and knowlagable you are.. It frustrates a sales staff especially when you work somewhere that can not be competitive when discounting watches or whatever..
So I know most people say they would pay for service but in the states people quickly forget about service when they save a dollar..

When I went to buy my BMW M3 the salesman told me to go look at Hondas, because I did not want to pay 6K over msrp. I bought it at another dealership the same day for msrp.

When I went to buy my first house the realtor did not want to give me a flyer until my parents showed up and he realized that they had purchased several apartment buildings from him in the past. Then he quickly changed his tune and started showing me the place.

I work in a service oriented industry where I am around CEOs, Investment Bankers and high powered attorneys and I know that you must always treat each customer with respect and dignity. You never know what a person can or cannot afford. You may have wasted your time with potential customers, but that is also the nature of the business.

[Rolex-Girl]

Originally Posted by Army_Doc

Morre Lyons in Clifton, NJ. Talk to Ron. I buy there because of their knowledge and respect.

I second this, Ron at Morre Lyons is fantastic, the CS is outstanding! They are very close to NYC.

[Bigred911s1]

I purchased a new Yachtmaster for my wife as an anniversary present. I couldn't have the AD size it at the time of my purchase since it was a surprise gift. Well fast forward a month later she wanted to wear it to family party in Brooklyn. The prior day she went shopping for a new outfit and shoes with my daughter at King Prussia Mall and stopped by Tourneau to have it sized. There was no one in the store and yet the SA said they were backup up that she would need to leave it with them a few days. That’s crazy. The SA seemed like she couldn’t be bothered. So the next day on the way to the party my wife stopped at Gerald Peters in the Staten Island Mall and they sized it in 3 mins! My wife said they were so nice! We will never buy anything form Tourneau regardless of pricing. Their customer service and attitude suck! The folks at GP know the importance of providing excellent service 👍 By the way the Rolex display cases at GP were mostly empty.

[vh2k]

Sorry about the experience at Tourneau... but some locations (there are three in NYC) are only staffed by two SAs, one watchmaker, and one security guard. Don’t know what staffing is like at KOP mall. Your wife could have called ahead to make an appointment and she would have her watch sized while she waited.

[Brich436]

I can chime in here in the KOP Torneau location…. Been in a bunch of times. Always treated rudely and ignored. You have to beg to see a watch and even then they make rude comments like “we have payment plans”. Many years ago they did a have a big selection of sports models but now they have a few 2 tone datejusts and a few DD and that’s it. I wouldn’t buy a watch from them if my life depended on it. Lol.


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[szabo_martin]

Had the same experience at Rolex Vancouver yesterday. Waited outside with my wife, I was wearing my YM42 and she was wearing her Daydate, SA was helping two people who left so they let us in. The SA turned their back and walked away, they asked us to sit in the waiting area. Meanwhile SA’s were standing around talking to each other. Ones who were with customers were all doing some odd deals since the customers passports were on the table. After 15 minutes decided to leave. It’s nice being ignored. My wife said Rolex should do something about this, I just chuckled and told her Rolex couldn’t give a crap

[MTBer]

Maybe some Tourneaus just train their staff to ignore people I checked out the one in Caesar’s a couple years ago- was looking at the Tudor selection, and a sales associate was sitting behind the counter playing candy crush on her phone. I saw her briefly look up and noticed I was there, but didn’t acknowledge me at all. After 30 seconds or so, I asked if she could help me find someone who was allowed to show me a watch...the look on her face

One of the best watch shopping experiences I’ve ever had also happened to be at a Tourneau, but sadly closed a long time ago. The manager was a huge WIS and showed me all around to store. Wish I could have bought more than I winder from him.

[Chiboy]

FWIW, this is a resurrected TEN YEAR OLD post. The dead giveaway was OP bothering to mention that they didn’t have any SS Daytona’s in the case.

[szabo_martin]

Brinkhaus was AMAZING and still is but they don't carry Rolex anymore sadly

[Fred48]

I'm finding all the negative comments about Tourneau very interesting, as my one and only interaction with them was with a SA at their big store in Vegas. I had just gotten the watch bug, and was trying to visit all the luxury watch shops along the Strip. About 7pm, I literally stumbled into the Tourneau store to escape the August heat, and was met by a very nice woman who proceeded to spend over an hour talking watches and showing me, it seemed, nearly every watch brand in the store. Alas, I left with just her business card, but with a very good impression of her store. I had planned to return the following year, but then COVID hit. Still, a very nice experience.

[Savwar]

Originally Posted by watchsnob

this is typical of them, write a letter and complain. In that letter include that you will be contacting rolex as well........

+1

[GGGMT]

Originally Posted by wehttaM

That is EXACTLY what happened when Kyle and I went to Tourneau. They ignored us and talked to my dad.

Who’s kyle


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[Frits1980]

Dress like a bum, treated like a bum. Just buy a decent suit and use it for watch shopping. Problem solved....

[TheVTCGuy]

Originally Posted by Chiboy

FWIW, this is a resurrected TEN YEAR OLD post. The dead giveaway was OP bothering to mention that they didn’t have any SS Daytona’s in the case.

Right? I am so flattered my posts last 10 years!

[TheVTCGuy]

Originally Posted by Frits1980

Dress like a bum, treated like a bum. Just buy a decent suit and use it for watch shopping. Problem solved....

Did you even read my post? No, you must not have. Or maybe you missed the part where I explained I was wearing a suit, albeit with a loosened tie and carrying my suit coat (it was a hot day). But, I’ll go out and get an Armani, ...Calvin Kline? You tell me.

[Gary Busey]

When I walk into an AD I don’t say sh!t to anyone, beyond “hi”. I walk over to the display cases I wanna see and if they wanna talk to me, then fine, if not IDGAF.
Ive been to many ADs, in and out without saying a word to anyone, and without ever being acknowledged either.
They are just sales people, employees, same as the shoe guys at foot locker. There is no justification for arrogance.


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[Daveclock]

Originally Posted by GGGMT

Who’s kyle


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He's probably dead.....this is 10 years old resurrection.

Only interesting to see nothings changed much in meantime.

IBL (hopefully!)

[padi56]

Guys cannot see any point in resurrecting any thread thats 10 years old, always best to start a new one.

[77T]

Originally Posted by TheVTCGuy

Right? I am so flattered my posts last 10 years!

More like 12 years - congrats!

Prolly due to that headline you initially posted - it is a gifted one.


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[Daveclock]

Originally Posted by padi56

Guys cannot see any point in resurrecting any thread thats 10 years old, always best to start a new one.

Someone with power will lock this thread.

Padi its good to see a glimpse of TRF before it was all $$$$£££££ stuff

[gnuyork]

Originally Posted by Chiboy

FWIW, this is a resurrected TEN YEAR OLD post. The dead giveaway was OP bothering to mention that they didn’t have any SS Daytona’s in the case.

Or asking for the new DJII.

I've has a recent experience (this past winter) in Tourneau Atlanta, and it was actually great.

[WatFam]

Originally Posted by Frits1980

Dress like a bum, treated like a bum. Just buy a decent suit and use it for watch shopping. Problem solved....

lol what?

Tourneau isn't a thing in NYC. No one cares about Tourneau or Wempe here.

Guys in t-shirts spend 5 figures on 47th Street every day. OP just made the mistake of going to Tourneau, which isn't where the NYC watch crowd goes.

[sp5702]

Originally Posted by WatFam

lol what?

Tourneau isn't a thing in NYC. No one about Tourneau or Wempe here.

Guys in t-shirts spend 5 figures on 47th Street every day. OP just made the mistake of going to Tourneau, which isn't where the NYC watch crowd goes.

My SA at Bryant Park’s been very good in getting me a Sub, BLRO, and Exp II Polar in the last 18 months. Plenty of people getting watches at retail through them and Wempe.

I must not be part of the “ NYC watch crowd”. Whatever that is.

[sportsfan0704]

Originally Posted by sp5702

My SA at Bryant Park’s been very good in getting me a Sub, BLRO, and Exp II Polar in the last 18 months. Plenty of people getting watches at retail through them and Wempe.

I must not be part of the “ NYC watch crowd”. Whatever that is.

FWIW I had a great experience with Tourneau in nyc 4 years ago buying a 114060. I've been trying to buy another watch from them and no one answers the phone at any of their stores over the last 3 weeks. I have gotten through maybe twice on a dozen or so calls. I even left a message with what I was seeking to buy and couldn't even get a callback.

[vh2k]

Originally Posted by sp5702

My SA at Bryant Park’s been very good in getting me a Sub, BLRO, and Exp II Polar in the last 18 months. Plenty of people getting watches at retail through them and Wempe.

I must not be part of the “ NYC watch crowd”. Whatever that is.

Funny, my SA in Omaha has been great to me!

[1665fan]

Originally Posted by sportsfan0704

FWIW I had a great experience with Tourneau in nyc 4 years ago buying a 114060. I've been trying to buy another watch from them and no one answers the phone at any of their stores over the last 3 weeks. I have gotten through maybe twice on a dozen or so calls. I even left a message with what I was seeking to buy and couldn't even get a callback.

Yea 4 years away a world away.....they probably get 500 Daytona Pepsi calls a day.....in no hurry to get back to anybody....just sell to grey or VIP

[NachoNeal]

Originally Posted by TheVTCGuy

Did you even read my post? No, you must not have. Or maybe you missed the part where I explained I was wearing a suit, albeit with a loosened tie and carrying my suit coat (it was a hot day). But, I’ll go out and get an Armani, ...Calvin Kline? You tell me.

Tuxedo!

[sp5702]

Deleted.

[S5swag305]

Although this thread is quite old, unfortunately I can report that I’ve had two pretty poor experiences at Torneua on Madison/53rd St over the past few years.

I work nearby so have stopped in time to time. Recently I went in to simply chat with a SA about inquiring a DJ41 for an upcoming special occasion. Despite being very nicely dressed, and clearly wearing a nice ($9k) watch on my wrist, the SA could not care less about establishing a relationship or wanting to chat. I understand the supply/demand imbalances right now, but for a salesperson, regardless of industry, the attitude is just appalling. Complete waste of time and I can safely say I will not be purchasing any watches (Rolex or others) from Torneua going forward…


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[RFC]

I didn’t have this problem when I purchased a DJ from this same store in 1996. The work ethic of employees and customer service have changed for the worse since then. This applies to many retailers across the board.