Tourneau

Called to have a couple band pins replaced for an Omega watch. They said they could do it and to bring the watch in. Brought in the Omega but the associate did not check if they could replace the parts before accepting the watch but asked if I could leave it with them.
I returned to pick up the watch but it was not repaired.
They were not able replace the pins on site. It is a simple band on a Seamaster. It took two trips to find out they could not service or size the band but offered to sent the watch out. No longer are they a full service watch shop.

My mom accidentally damaged her watch. The glass on the front came off, as well as one of the hands, and the watch stopped. I took the watch to Tourneau to get a repair estimate because my mom loved the watch and Tourneau is where she purchased the watch. Those turkeys wanted $ 1500 to repair my mom’s watch. I could buy 50 brand new watches for that amount. They gave me a long list of changes that added up to that amount. Some of the charges made no sense whatsoever, such as $ 300 for «miscellaneous.» They are unbelievable. Tourneau is a gigantic ripoff.

I took my white gold Lucien Piccard watch in for service. After not hearing anything for over a month, I called and received a return call informing that my watch was «missing at the factory!» I was told that they would replace my watch with a yellow gold one, which is not what I took in to the shop and unacceptable. The watch is unique and «no longer manufactured» according to the rep at Tourneau. I am not happy at all, considering that I entrusted my watch to a shop and company that I expected to take care of and FULL RESPONSIBILITY for my property. I’m wondering if this is considered theft, bait and switch, or something else. They sent me a picture of my watch and the potential replacement, beginning with «your watch was yellow gold”~WRONG I had to point out specific points, such as the clasp of the watch to guarantee that they recognized it as a white gold watch. If I don’t receive an appropriate resolution, I’ll be back on Unilocal until I do. At the very least~this is ridiculous!
I have been contacted by a VP from Tourneau as well as a representative from Lucien Piccard’s parent company. Both representatives have worked to resolve this unfortunate matter to my satisfaction as of today. While I am not happy about the circumstances that led to our contact, I am appreciative of the professionalism that they both exhibited in resolving this. Thanks to Paul at Tourneau and Fraser at Swiss Watch International for all of your concern and assistance.

The new Tourneau space is really something and a vast improvement over the old store. With the added space and modern setup, many more brands are available. Having said that, I was even more impressed with the customer service there after Gretchen really took the time to help me in servicing my Breitling Aerospace. Though she wasn’t making commission off me (as I wasn’t buying a new watch) she was very welcoming and patient with me when looking for a new watch strap as well. Gretchen is a great ambassador for Tourneau and I look forward to buying a new timepiece there soon now that they carry Tudor, Ulysse Nardin, and a vast selection of IWC’s.

Theresa is very informative. She is not pushy to make a sales more so she takes her time and gives out ample information in order for you to make a decision prior to closing the sale. Great inventory so I highly recommend this location if you are in the market to purchase a new watch. Stop in and remember to ask for Theresa.

Pretty nice store and located in the middle of Pentagon Fashion. Took my watch into change battery. They lost one star because it was a 1hr 45min wait, and $ 35 charge for battery change. I hope the battery lasts longer than the $ 10 kiosk batteries.

Reading other person review, tourneau lost customer breitling watch for service while husband was in afghanistan. I will never buy or visit none of their stores all over states. I will tell this to every watch connessiour. Buy rolex from kings jewelers in alexandria va old town, or Tyson or fair oaks malls.

I love high end watches. I own a few. So a shop like this is like a candy store for me. Some of the people who complain for lesser brands just don’t understand that they focus on the high end stuff only. For that I will always like the shop. My issue, and not their fault, is that the Tourneau in Las Vegas is so much superior in every way, from the selection of products and knowledgeable staff. Only because I’ve been in nicer shops, I didn’t have that high level of excitement when I walked into this shop. But, I will be back, because, at the end of the day, it’s not about the shop or staff, but about the watches.

Sent an E-​mail to their central customer service and they responded. Without asking they offered to cover the cost of the repair. Second visit to the store the Asst Manager was vary engaging and professional. The actual manager was busy eating lunch – really couldn’t be bothered. I think I see where the problem with that location is.

If I didn’t know better I’d swear Tourneau was French for «turn away» now that I’ve experienced this place. I have never before been blatently lied to by a retail establishment. My wife inherited an older Rolex from a relative and we went to Tourneau to get it sized. Seeing that she already was wearing her Rolex the sales rep offered to size the other one for free. He took the watch to the back room and came back and said that the watch was «not from their line» and couldn’t be worked on there. So my wife asks, «you’re saying it’s a fake?» and the rep says yes. We both were stunned because the person my wife inherited the watch from was not a faux watch or faux anything kind of person. A couple days later I took it to an independent watch appraiser who confirmed the watch was 100 percent genuine with the original movement. Shame on Tourneau — we were perfectly willing to pay for the sizing but they chose to lie to us instead simply because they don’t like watches that weren’t bought in their stores. We will never set foot in a Tourneau again and I will continue to share this experience with as many people as possible. So I urge you to «turn away» from Tourneau and their dishonest practices.

I just don’t get this place. I went in for a mechanical Seiko, but all they seem to carry are Rolex, Tags, Breitlings and a few Citizens. I just don’t know where the other watches are, if they even exist.
The guy who greeted me was nice enough, giving a «Hi, how are you today?» response when eye contact was made, wearing a nice black glove on one hand, but didn’t even ask me if I wanted help. I didn’t want help at the time, but later on while browsing I wouldn’t have minded looking at a Citizen I spotted. Where was the guy? You guessed it. With a 50+ year old man and his wife who was invariably wearing some nice threads. So wait, because I wear jeans and a t-​shirt in your store automatically implies that I don’t have enough money to buy one of your watches? Auto-​ignored! There were plenty of other sales people around that could have helped me as well, though they were all busy gallavanting with each other to notice the early 30’s gent in the corner with a question. I could have gone and got one, though it would have, at that point, been literally «customer service.»
Let me tell you something, Tourneu. I may be 29 years old, but I have plenty of high end watches. I make enough to afford whatever I want to splurge on. But, to be treated like I can’t felt simply insulting.

This is the last place you should consider patronizing when in the market for an expensive watch. The rudeness is bad enough, but the ill informed staff is a deal-​killer. I made the mistake of taking expensive watches from my collection in for minor repairs, and was told on two occasions that they were counterfeits. Yesterday, they declined to remove two links from a vintage early 1980s Rolex Submariner band on the grounds that the band was not a Rolex. It most certainly is. Their technician was so poorly schooled in the product he serves that he failed to realize that vintage Submariner bands used pressure pins, rather than the screws used today. Given that their bread and butter appears to be Rolex sales, that us unpardonable. So is the outrageously poor treatment and the mob scene of gawkers in the Pentagon City store. You can do far better than this establishment, especially if you are interested in learning more about the watches you are considering. These clowns are hustlers, not real sales professionals.

Let me start this by saying that my experience is quite a few years old. I never thought of posting a review until today. Once in a while, I think about it and really get upset but realize I should let it go because at this point there is nothing that can be done but at least I feel like I should post it. From reading other reviews, I realize that I’m not the only one to feel that way. So here it is…
My husband brought a Breitling watch, that wasn’t working, to the Tourneau store in 2007. He leaves it, gets a receipt and is told that it’s going to Switzerland (to the factory I assume?) to get looked at and not to count on hearing from them for at least 4 to 6 months. Around the 4^th month, he is deployed to Afghanistan and we forget about the watch. At one time during his deployment (it is now at least 9 – 10 months since we dropped off the watch), he mentions it and I go to Tourneau to inquire about the watch. Note that we never got a call or anything so we figured that they were still working on it. Tourneau doesn’t know where the watch is, the original sales people are gone (as I noticed every time I went in or called the store and talked to someone new) and no one knows anything. I am told that it’s really been a while and I should have checked before… Hello? My husband is in Afghanistan, not at Club Med, and we figured we’d get a call and put it out of our mind. Way to blame the customer… In any case, they will contact the «office/​factory» in Switzerland and call me. I never get a call, go back to the store a few weeks later and inquire about it. Note that I have to tell my story every time as the staff doesn’t stick around that long. They tell me that no one can find my watch. I ask them what they are going to do about it. Well… they cannot reimburse me of course so they offer to let me know when they get used quality watches in and we can get a discount on one. The sales person gives me a catalog so we can decide if we want to get a new one. I mention it to my husband who by that time has more pressing things to do in Afghanistan and we think we’ll deal with it when he gets back. When he gets back, we go to the store (again…) and tell our story (again…) and are told that they haven’t gotten any watches in for us to look at and that they really cannot do anything else. My husband is not pleased but he bought that watch for a lot less than what it’s worth, he used it for a long time, and is sick of the runaround. So we drop it, and I realize now, had we been a little more proactive and not waited as long, they would have had to deal with it and had to make it right. We got a little distracted by events… Oh well… live and learn.

Update: After writing a letter to the corporate office, the Tournea store manager got in touch with us immediately and made things right. Andi the store manager and Brian the sales rep were absolutely fantastic. It’s very evident that Brian has a passion for watches. He even gave my husband a magazine about watches to take home and read, which was very kind of him. Unfortunately we were his last customers as he is retiring… it’s too bad because that Tourneau showroom needs more people like Brian. If every sales rep had his positive attitude and expert knowledge, I believe this place would be getting all 5 star reviews.
Andi went out of her way and above and beyond to make us happy. I’m very thankful to her and Brian for making our Tourneau experience a great one.

I brought my wife’s watch in for a service recently. The job was done on time and the watch works perfectly, so no complaints. The actual service however is the only reason they are getting 3 stars. However, the sales people are truly terrible and bordering on hostile. The woman who rung me up for the service was awful and seemed like she might have been hit on the head because my «Thank you,» smiles, and general sunny attitude was 100% deflected by her steel gaze of contempt. What is it about people in DC who sell expensive luxury items? You work at a watch store in a ghetto mall – get over yourself!

I have had mixed experiences with Tourneau in New York. However, the Pentagon City store really came through for me when I needed them. I received a Panerai as a gift. My friend bought it in New York for himself, purchased the extended Tourneau warranty, and then decided it would look better on my wrist. (Yeah, I have great friends.)
Well, the watch didn’t keep chronometer-​level time. It lost several seconds per day, which isn’t satisfactory for a Panny. I brought it in to Pentagon City twice for service. Their service team aren’t all geniuses, so I wasn’t in love with them — hence my four-​star, rather than five-​star, rating. But they sent the watch in for service twice without complaining. Unfortunately, the problem kept recurring. And the warranty expired after the second repair.
Well, to make this long story short, my sales rep at Tourneau in Pentagon City (I wish I could remember her name!) got me a replacement. No big deal, you say? Consider that the price on my model Panerai had gone up $ 1,200 in the two years since it had been originally purchased. She basically got the company to cough up a $ 4,000+ item — and take a damaged one back after the warranty had expired — just to make a customer happy. I guaranty you that neither Tourneau in NYC nor the vast majority of dealers would ever do this. Count me as a fan!

Went to Pentagon City to get one item. Instead walk away with a Tourneau watch. I had been watching this diamond, pink banded watch for the last 2 years. It was a little pricey 1500.00 dollars. However, due to the economy the watch was now 70% percent off. The watch cost about 500.00. I made an exception and brought it. The sales rep was helpful and the head manager although a little snotty easily pointed me to watches that were within my budget.
A few of higher price watches were 70% off as well.
All the staff was attentive, helpful and properly sized the watch for me. They demonstrated the fastening of the watch clasp and adjusting the band.
I will definitely shop here again.

While they have some of the nicer brands such as Rolex and Cartier, they don’t have any of the lesser well known brands like Panerai or Ulysse Nardin.
Unfortunately Tourneau’s reputation of employing Sales people who don’t know much about watches is upheld at this location. I had a five minute argument with the manager about whether or not the 904L steel Rolex uses has a high amount of nickel or not. (FYI it’s higher than the 316L steel most watchmakers use). She refused to believe I was right, even after she realized she had mixed up the nickel-​free stat with their white-​gold. This encounter was similar to the experience I’ve had with other members of the staff.
You can get some discount from them on Breitlings if you’re a good bargainer. …As of this writing, it’s rumored that Breitling has OK’d dealers to offer up to a 35% discount, so try to use that as a bargaining chip. Also try to ask for stuff like a free extra strap if you pay with cash/​check.