Bob's Watches ... bad policy, horrible experience.

[Fleetlord]

Originally Posted by Rollieo

Sounds like a experience to me.

Bob’s seems like they’re catering to the hype watch buyers. Focused on social media, Instagram, the young and rich look at me crowd. No time for a WIS, too much talking and too knowledgeable.

I would love to check out the Revolution watch bar if I was in Singapore. That seems like a place to hang out, check out a bunch of watches, and talk shop.

I think this is accurate. Honestly there are many watch dealers who don’t actively practice “customer service” of any kind whatsoever.

Why? Because selling Rolex to the non-WIS is actually very easy. These buyers just want Rolex. They don’t know the ins and outs...intricate details...etc. They just want Rolex. They have money and don’t really care thaaat much about watches at all. So the dealers are geared more towards those buyers.

It’s worse in the diamond districts or Seybold building in Miami. It’s simply, here is the watch. This is the price. Buy it or leave. Next.

So, in the case of the OP, when he looked at the two watches and found fault with them....the staff was like...no more watches for him. That’s why 2x watches at a time quickly turned into 2x watches period.

So, Bobs should really just stop F2F if they can’t stand it, then they wouldn’t have to be bothered at all.

[dauster]

Like many have said, sucks but bad things happen all the time in luxury stores that I don’t like... just don’t come back. But I’d be pissed too.

[Old Expat Beast]

Did you know you have to push down on the 5513 bezel to make it turn?

[huba01]

I absolutely understand your frustration, this is not a great service level.
I have visited HQ Milton many times by appointment and was always treated well

[UK_]

Someone walks in without an appointment and asks to see 7 very different watches, and criticises the old ones he sees first - they took you for a tire kicker. They probably gets lots who want to see and try them in without any intention of buying.

Were you planning to buy?

I would feel conscious asking them to see so many when I know they have to satanise them all etc.




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[Rollieo]

I don’t understand this presumption that he has to be there to buy immediately for the salespeople to take him seriously.

Is it weird to think that people may want to try something on, think about it longer than 5 minutes and come back in a few days to pick up a piece that is $10k?

[Brew]

Sounds like a tire kicker policy kicked out a tire kicker.

[42itus]

Originally Posted by Rollieo

I don’t understand this presumption that he has to be there to buy immediately for the salespeople to take him seriously.

Is it weird to think that people may want to try something on, think about it longer than 5 minutes and come back in a few days to pick up a piece that is $10k?

I think it’s a combination of lazy salespeople and a customer who is used to being treated a certain way.


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[Shadow Play]

Originally Posted by SS Oyster

What does this have to do with a pandemic? They are open for business (their choice), and they want to sell watches. They have a store, which was open by their choice. They had sales associates, which were not busy. They accepted me at the door. I would have been fine had they said I had to have an appointment, but they said come in. They told me two only at a time, not two total.

I have handled a lot of watches, and that sub’s bezel would not budge.

For those defending them, I guess this is how you’d like to be treated. Sorry, not me.


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It’s not the way I LIKE to be treated but it’s only watches you were looking to view. It wasn’t a part to get your boiler back working in the middle of winter.

In situations like these I try to think about the staff. For all you know they may have had medical or urgent family appointments booked for just after 5pm and were keen not to be late for them.

Again, it’s only watch shopping. A bit of fun. As the adverts for gambling in the UK say - “when the fun stops - stop”.

[Das]

It's their policy so what's the issue? You may think it's a bad policy and that's fine. But why should you get special treatment?

[Pongster]

What watch were you wearing OP? ;)

[Boaters]

Originally Posted by Tensai

Honestly, I can empathize with Bob’s and understand their policy.
They are a legit and well-respected business, not a watch museum.
It is not easy to be a business in USA this day and age.

Good old fashion customer service seems to becoming a thing of the past with internet sales soaring. I was always taught in sales first and foremost you always treated the customer first within reason. I think it was rude the way SS Oyster was treated. Where this watch museum is coming from? You have a customer wanting to look at a few timepieces is that not what there selling?

[3 Putt]

Using the word "policy" is a lazy way of saying you have no other excuse or you do not wish to do something. Often, people/companies hide behind this word to protect themselves. Too many consumers fall for this approach.

Bob's needs to decide what they wish to be....either fully service a walk in customer or refuse service all together. Either approach is fine if that supports your company business model.

[bezler]

Originally Posted by UK_

Someone walks in without an appointment and asks to see 7 very different watches, and criticises the old ones he sees first - they took you for a tire kicker. They probably gets lots who want to see and try them in without any intention of buying.

Were you planning to buy?

I would feel conscious asking them to see so many when I know they have to satanise them all etc.




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I'm less concerned about their customer experience. I'm more worried that they Satanize their watches!!!

[zengineer]

Originally Posted by Boaters

Good old fashion customer service seems to becoming a thing of the past with internet sales soaring. I was always taught in sales first and foremost you always treated the customer first within reason. I think it was rude the way SS Oyster was treated. Where this watch museum is coming from? You have a customer wanting to look at a few timepieces is that not what there selling?

He also said he was basically there because he had time to kill, or wanted to see some of the new releases...but I haven't read anything about any intention of buying.

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[Prophessor]

Originally Posted by Boaters

Good old fashion customer service seems to becoming a thing of the past with internet sales soaring. I was always taught in sales first and foremost you always treated the customer first within reason. I think it was rude the way SS Oyster was treated. Where this watch museum is coming from? You have a customer wanting to look at a few timepieces is that not what there selling?

[Prophessor]

Originally Posted by 3 Putt

Using the word "policy" is a lazy way of saying you have no other excuse or you do not wish to do something. Often, people/companies hide behind this word to protect themselves. Too many consumers fall for this approach.

Bob's needs to decide what they wish to be....either fully service a walk in customer or refuse service all together. Either approach is fine if that supports your company business model.

[jimcameron]

Maybe she had you pegged as a looker not a buyer and sent you on your way.

[cascavel]

If you're really serious about buying a watch from them why not call and make an appointment, tell them what watches you want to see and make the hour drive.
I had similar experiences in high end watch shops in New York BEFORE the pandemic. Jewelry dealers in urban areas have lots to worry about from unknowns. All you have to do is buy one watch from them and you're a member of the club.

[Number3]

Originally Posted by zengineer

He also said he was basically there because he had time to kill, or wanted to see some of the new releases...but I haven't read anything about any intention of buying.

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Isn’t that the role of the salesperson - turning interest in to a sale? That basic premise of the job seems to have been lost.

[huttobhsc]

First world problems.

[zengineer]

Originally Posted by huttobhsc

First world problems.

We actually already have our full quota of altruistic, illiterate, pissy non-contributors but we'll put you on our waiting list.

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[-Skyfall-]

Karen wants to speak with the manager. Because he didn't get what he wanted. Pretty common attitude in people with a little bit of money. Whine when told “no”.

[Rogerab]

As I was once asked, is this situation “a big deal”, or “A BIG DEAL.” To me it is the a lower case experience. There are enough real stressors in life these days. O

[abozz]

I have never understood the lazy to do your job! If you hire people who don't enjoy what they do, that will be the result, the other day I went to buy some glasses and the girl who served me put a bad face every time I asked for another to try, those attitudes I do not accept them in my business or in my office, but that's me.


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[Number3]

Originally Posted by zengineer

We actually already have our full quota of altruistic, illiterate, pissy non-contributors but we'll put you on our waiting list.

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That did make me laugh.

[Mariner]

Originally Posted by Old Expat Beast

Did you know you have to push down on the 5513 bezel to make it turn?

That's right.

Photo by Google.

[GST15]

Originally Posted by Andad

Looks like it’s your decision......

Deal with them ever again or not?

+1
(but I would not!)

[Harry-57]

It doesn't matter what their assessment of you was. For whatever reason, they obviously decided that they don't want you as a customer unless you can prove you are worth their time, by booking yet another appointment.

You have a choice. You can beg or give your money to someone else. You might consider pretend begging if they have a watch you 101% wanted. Personally, I wouldn't bother.

[Benzsiam]

This kind of policy is flexible. If they feel that you are a potential buyer they will allow you to see more.