Tourneau

So my story goes, last December about a month ago, I purchased a $ 13,000 Rolex and my sales rep was Antonio working on behalf of Rami who by the way were both great and professional and knew the product very well. To mind you my family and I bought many time pieces into over the years amounting to tens of thousands of dollars. So a couple of days ago I received my 10% store credit, and I went to buy the self winding box which is $ 1,000 along with a strap for my other timepiece. I went to the service after I was first greeted by Antonio and couple of other sales reps in Rolex to discuss the differences in boxes with a sales professional. There I encountered HAROLD CASENA, who was anything but a professional, on the contrary quite rude, combative and unprofessional and quite frankly had no patience whatsoever to even tell me the price range of the self winding boxes. I was amazed and downright disgusted by his lack of professionalism and understanding of what customer service is all about. Especially with a client who has spent in the last year alone $ 20,000 on 2 time pieces. Harold quickly realized that I wasn’t having it and that I’m not no pushover and quite simply cannot speak to me that way, so he decided to just simply walk away from a very valuable client, without excusing himself or saying goodbye, this poor creature could not even introduce another sales rep to me, but decided to be uncultured and uncivil and simply walk away from me as if I had asked for I don’t know what. It is down right a shame that such prestige watch store has such rude and ignorant people handling their accounts. This person has absolutely no business working in an environment such as Torneau. I’m grateful for couple of managers that took the situation over and provided a great customer service as Harold shold have from the start. Next time I go to buy one of my timepieces, I honestly hope that Harold will no longer be working there but in McDonalds around the corner where is a lot more suitable for him.

The sales people can be a bit pushy but you can’t beat the selection of watches they here here!

I wasn’t a rich kid. I didn’t have money to buy a Tag Heuer. It was my childhood dream. Years and years longing for a Tag Heuer.
2014 Torneau Watch Store Midtown NYC: I’ve already bought three clocks there. This Tag Heuer was the fourth.
The first one was a Casio, the second was a G Shock, The third was a Tissot. Delightful the three of them. All worked The service always was slow, always waiting for their tedious system.
I turned 40 years old last December. I was about to make my dream come true: buy a Tag Heuer.
A blond woman attended me and helped me choosing the most expensive Tag Heuer she wanted me to buy, Of course I chose a cheaper one.
For me it was more than enough. What I want to transmit in this review in the excitement I had of buying something I always wanted.
There in my hand it was: A beautiful silver tag Heuer. My dream came true.
Something strange happened with the vendor as I was buying a 1500 dollar watch. the woman insisted in buying the service plan. She was very incisive and insistent about the 2 years service plan, two or one year. I told her, No thank you, I don’t want the service, I never buy the service.
I didn’t want it, for a watch? She stopped being insistent and started being annoying. Like «No miss, thank you, I don;t want the service plan». Her eyes were devilish. She was excessive. «Buy the plan», «no miss i don;t want it, thank you», Her eyes rolling: Buy the service plan, like a commandment. Intense.
Time was passing by, i felt uncomfortable. She tells me that if go boating it can be damaged. I don’t do boats, so i couldn’t care less.
After this prologue comes the real story:
I try to change the hour due to the winter time, i pull gently the crown and it gets broken, and it stops working. What? Broken just for changing the hour?
That woman knew something wasn’t right.
I was sad my treasure broke.
Ok, in Mexico City, I give the watch to my dad to fix it. Two months later i see my dad and returns the watch to me fixed and tells me that i was really damaged from the inside, ok. I use it a month and the summer time comes, i try again more gently or gentler to change one more hour the time. Again it brakes. Second time stops working. In my mind that woman eyes were chasing me.
Again, i give the watch to my dad to fix it, again, a month.
That’s why Feng Shui says that you should never give a watch as a gift. If a watch breaks twice there is something strange. My father return it to me again fixed, with the right hour. I fly to New York all excited that I will show my watch to the men that shows their watches in the restaurants.
I’m in New York, fancy and feeling better. The time is now. I’m in the restaurants. showing myself, showing my watch.
Day 1, day 2, day 3, day 4, all is working well. Day 5, I watch the hour and the clock is a few minutes behind the hour. I try to fix it.. My watch stops working again.
Now I really understand why the blond woman in the store was so anxious, she knew that some of their watches were broken and that a minimum movement breaks them.
Three times is too much, now I’m in the place flying back to my hometown, with my father and asking him to fix it again. I’m never buying again a watch in Tourneau, I’m not buying again a Tag Heuer.
Now I’m 41, with my childhood dreams destroyed. My Tag Heuer doesn’t work, and my dreams are gone. Welcome to reality. Thank you Tourneau for destroying one of the few dreams I had left.

Came in last week to look at some bomberg watches since only this location a location in florida and the time dome in las vegas carried it, they were offering 2 years same as cash but only over 3k, the watch i was looking at cost $ 2995 so the gentleman that was helping me said im afraid we cannot finance it, so we went to another section to look at panerais and Jamal, i wish i remembered his last name assured me that they would be able to cover me with the financing which was great but it was already 645pm so we would have to come back to fill out the paperwork since they were about to close, no big deal. I came back a few days later and decided to purchase the watch, Jamal remembered me from the other day and had someone help me right away, Being picky as i am i decided to look at the other models while i was there, Raymond Wong was very patient with me as i tried on every model and Bingru Hill was very helpful in explaining to us how the financing worked, and although we decided not to finance the watch, we found her knowledge on the subject to be very informative. Overall our experience with the store was very good and i am very happy with my purchase.

This is the worst store and product experience you could ever imagine. Super racist store manager, rude and arrogant. Of course they are super sweet when they talk you into buying– so I bought three watches at once but over three years there have been one problem after another. The latest piece stopped working after one year and I brought in to repair– after waiting for almost a year now and coming in three times to check on status, I was only told watch was not repaired and couldn’t be found. There was absolutely no communication until I came in again. The manager told me it is the world we live in and I need to play by their rule. I thought I was speaking to ISIS? If you are local, this is one of life time shit experience you could imagine. If you are a tourist you better book multiple travel tickets to fix your watch and swallow and white eye!

The staff here are very friendly, especially the Patek Philippe and Rolex gentlemen.

Large and pretty store. Other than that, sells everything at full retail price. Only has most current models. Most of the sales people are not knowledgeable and turnover is very high among them. Will normally only serve you if you LOOK like u will buy an expensive watch. Service department very slow and quite expensive. Overall not worth going.

Came here to check out the certified pre-​owned wrist watches. Within minutes of gazing in the pre-​owned windows, Tracy approached me to ask if I wanted to be helped and offered some great advice on what I was looking at, and most importantly what I should be considering in my investment. Affordability is not a trait I look for in watches I want to own, which is why people who know about nice watches come to places like this to purchase their pieces. A watch needs to provide a certain «hurt» to the person who notices it on your wrist. This «hurt» usually comes by spending at least two months salary on a watch, or else you are just playing fashion games and anyone who knows watches will never will take you seriously. This is the place where you can get some nice noticeable respectable «hurt» for your wrist. My pre-​owned 16 610 has been providing the «hurt» since August. No complaints.

I make a visit every time I need to get batteries changed for my watches. So every other year or so I make the «trek» uptown. This time around, they did away with the number system and asked that you fill-​in your info at a kiosk and then wait for a text.
But…some of us don’t exactly have the best reception in that basement area. So getting said text message can prove to be a challenge. There’s a good chance you’ll miss someone calling your name as you wander around the store or never get the text to begin with.
I received the «you’re up next» text and then witnessed 5 other people go ahead of me. Even one person that signed in AS I STOOD there. I pretty much lost it at this point, and marched up to the open counter, asking why I’m still waiting?!
The wait system is just ridiculous. I swear every customer was getting annoyed. Also, it’s no fun standing by the watch displays (where you are lucky to get one bar of reception) and have hoards of tourist shove past you.
If I had to rate the service alone (you know, once I was taken care of), I’d give it a 3 star rating. But not with that wait and disorganization, it’ll give you a dose of unnecessary frustration.

Update: After my last review I received the following note from Tourneau customer service.
«Hi, Harry. We will be in touch with the store manager about your experience, and they will be reaching out to you personally. How would you prefer to be contacted?»
I gave them my personal e-​mail and no one ever followed up, this was four months ago. They clearly have some issues to work out.

customer service at the service desk is actually pretty bad. Two people are servicing the customers, four others Are chatting right behind them. Long wait line due to most remarkable inefficiency. The computer system is quite annoying. Customer service person acted very irritated from start. Bought several watches there before but would not do it again until service department can actually service what they sell

I brought in a watch I had purchased here for a routine cleaning and a new battery and in the process of cleaning the watch they broke it. I was told the watch would be repaired and mailed to me and the cleaning, the battery and the shipping would be at no charge. That was a month ago. Today I got an email stating that the watch needs to be cleaned and needs a new battery and this would cost me $ 35. ??? I don’t think anyone knows what is going on in that service center. Maybe it’s too big to actually provide a decent level of service? There are tons of people sitting around if you go there after 5p not doing much of anything. It’s not a very service oriented service center. They just want to sell you watches, really.
And it’s very true about the privileged few getting the best service when you’re buying a watch. And even if you sign up for the automated service line in the basement, the 1%-ers will barge in front of you on line like they own the place and get their needs met first.
I miss the store at Time Warner. At least they cared, or pretended to.
PS: four months and THREE TRIES and they finally got it right. Nightmare customer service experience for sure.

Salesman Wei at the Longines counter was very courteous and knowledgeable. I asked for the watch to be gift wrapped and it was done beautifully. Watches you buy here all come with 5 year warranty. Prices are nonnegotiable so don’t bother coming here to haggle.

My experience at Tourneau absolutely warrants this 5-​star review. I was very pleased with the attentive and professional service I received from both Raymond Wong and Madeline Hernandez. Both sales representative answered my many technical questions and were extremely patient with me and my young children. Madeline even gave my sons an iPad to occupy them so I wouldn’t get distracted and so I could focus on choosing the right timepiece, a magnificent Breitling chronograph with incredibly intricate features. Madeline and Raymond are true pros and I recommend to any undecided prospective buyer to actively seek their counsel and guidance. I left Tourneau confident I had purchased an elegant yet functional watch that is perfect for my needs.

I am writing to complain about the customer service at the 57^th street store.
I brought my Bell and Ross to the Service Counter at the 57^th Street store on September 2^nd. I complained that the watch would stop every day at the same time. The gentleman behind the counter took the watch from me, brought it to the back, spoke with the technician and quickly brought it back to me. He told me there was absolutely nothing wrong with my watch, and I simply wasn’t winding it enough. That night I took his advice and wound the watch.
The next day I was sitting at work in the late afternoon and noticed that the second-​hand fell off my watch. I decided to come back to the Tourneau store to see what had happened. Unfortunately no one could help, and the only suggestion was to send it back to Bell and Ross to be serviced. I asked the gentleman behind the counter approximately how much he thought it would cost, his estimate was $ 200 – 300.
Fast forward 3 weeks and I receive my estimate for service: $ 557.00. That is nearly double the estimate that I had received from the service representative.
So what am I upset about?
— I understand that the overhaul from Bell and Ross costs $ 442.00, and it is what it is.
— What really upsets me is that my expectations were completely 100% mismanaged.
— #1 I was told the watch was perfectly fine, and practically accused of not knowing how to use my watch properly on Sept 2^nd.
— #2 if the Service Representative knew that the watch would likely have to be overhauled at Bell and Ross, why would his estimate be $ 200 – 300? That just makes him look completely unknowledgeable.
My suggestion: Have all of the Service Representatives memorize the overhaul costs for every watch manufacturer. This way they won’t mismanage customer expectations going forward.
I’m also very upset that this watch HAD to be overhauled considering it is only 2.5yrs old. Why pay up for a quality time-​piece that is just going to crumble after 2.5yrs. This is not Tourneau’s issue, rest assured Bell and Ross will hear from me next.

Heard some good things about The Time Machine. I am very pleased about the selection they have starting from Swiss Army to patek philippe. The staff were friendly and greeted me when i came in. The preowned section was kinda slim.

Got in, staff was helpful and got a watch I liked. I do feel like i’m surrounded by vultures when I go in there though, hence 4 stars instead of 5.

Sure they have the widest selection of watches in one spot for Manhattan and you’ll probably find the watch you are looking for but the service really is terrible and superficial at best.
God forbid you don’t come in dressed like a wall street broker as you’ll probably won’t get the quality of service that you should get as a customer. I had to wait a good 30 min. for service in a watch i was interested in purchasing while the suit and tie folks immediately got a hungry vulture salesperson to attend to them. In the end the suit and tie folks were just window shopping and never bought anything. As for me after getting service finally i already knew what i wanted and have researched it beforehand and was knowledgeable in my purchase. I would of bought the item here but due to the shady service i ended up purchasing it downtown at a watch shop in Soho. Money lost for them. They really should train their staff a bit better. They also didn’t seem to be too knowledgeable in the inventory and specifics of the watches as well.
I have been to the service /​repair area here as well. If for simple adjustments like a watchband or battery the technician does good work but it is super pricey. Though with the watches i have the manufacturers usually refer me to this watch store. If i had a choice i would bring it here.

Don’t be fooled by the fancy suits, tall ceilings, and masses of shiny, pricey timepieces. I hope you don’t have a limit on that AMEX, my friend. Be prepared to drop an unknown amount of bills on a piece since Tourneau is noticeably void of price tags. But maybe that’s just how they roll. And some people are into that.
At this point in my life — I am not one of those people.
But my 6 train detour to Tourneau didn’t even involve purchasing — I came in for service. And by service, I mean I got a cash money Burberry watch for Christmas from my A+ mom that needed sizing. Unfortunately, Burberry doesn’t size watches at a lot of their stores, but when I called they sent me here, noting something about a contract with Tourneau and my watch will get sized for free.
Walked in, decked out from work. Peacoat, tie, nice haircut — people started to drool. This guy is definitely going to drop BILLS on watches, they thought. I asked for service, told them I had a Burberry watch that needed to be sized. Apparently they know this is a service done for the price of… on the house.
Balloons popped. Egos deflated. Sadness ensued.
I was «whateverly» (new word) pointed down to the service area in the basement. Got a guy, showed him my watch and… «Siiiiiiiiiiigh. Another one of these? They are insanely difficult to size.»
Okay?
It took 15 minutes, they took one link out, I put it on and it was… loose. I said it should probably be tighter, he said it was just fine.
So I left, there was no interest in removing the second link. I will confer with Burberry (I don’t blame them, but they should probably be aware of this) to see where else I can go, because a $$$$ watch deserves $$$$ service.
One star for the store existing and one star for making my watch somewhat smaller.

Let’s get this out of the way: Many people who work at Tourneau have that «car salesman» thing going on. They’re not about educating you as much as they are about having you buy something. Here’s the thing though – set your expectations, set their expectations and, as Peter K says, browse an insanely wide selection of watches.
That includes their Certified Pre-​Owned. They’ve got a very good selection that is actually relatively competitively priced. I picked up a Tag Calibre 5 at a competitive price working with Juliette who was very cool and patient. It was clear I knew what I was talking about so she knew to give me time and do my thing. This most recent time I saw some well priced Datejusts and Seamasters as well in their pre-​owned section.