Tourneau

Anyone who has gone into their store knows they sell the best watches on earth. I think anybody can get that right. My experience was service in nature and I think is worth sharing.
I recently brought my Raymond Weil Nabbucco in for servicing where I banged one of the pushers, which jammed the movement… Tourneau sent the watch off to RW for me. When the watch came back, the carbon fiber was destroyed… presumably due to a harsh cleaning agent. Tourneau manager Michael Santosuosso and his service team were awesome in helping me get the issue resolved.
Even though this issue was RW’s, Michael and team made it their own. In the end, Tourneau refunded a significant portion of my cost, which was actually to cover a repair which was my fault originally. They also worked with RW and wound up providing me with what amounted to a brand new watch (was ~$ 2,200 additional repair @ no cost to me). They went above what I would have expected to make me feel valued as a customer.
In the end, while it took longer than I would have liked (RW fault) Tourneau did exactly what they said they would do for me, stood by the work and I could not have been happier with the end result.
Absolutely will use them for my servicing needs in the future and I look forward to seeing the new store!

I always stop here first when watch shopping because of the salesperson by the name of Mohammed. Mohammed is very knowledgeable and he stands behind his word.

I went in yesterday for a discolored Tourneau watch band on my lovely watch. They were very helpful and exceeded my expectations for service and price. They charged me half price for a new band. They also recommended a better quality leather band that won’t fade.
I feel like I have a new watch!

Amazing place. They have a variety of good brands (Patek Philippe and Jaeger LeCoultre are specially interesting). The staff here are knowledgable and friendly.
They take trade-​in and they buy watches. I sold a watch for nearly $ 3.5k, all other places offered me less than $ 3k! They offer %20 for a trade in value if you’re going to purchase a watch from them.
I don’t like to buy new watches, Tourneau has a few pre-​owned watches but they are somewhat expensive.

I had been looking for an Omega watch around town for quite some time. However, once I walked into Tourneau I knew I had found the place that would best fit my needs. I had an ‘unassuming’ way about me-​sans heels, disheveled from the T ride, an obvious laid back attitude and even carried a backpack rather than a purse. This did not dissuade the team at Tourneau from providing me with the up most attentiveness, strong customer service and professionalism. Each employee took the time to see connect, say hello, ask me if I needed anything without feeling pushy.
I had the pleasure of working alongside Chris who on multiple occasions took the time to hear me out and get creative on the type of watch I was looking to buy. He worked within my price range and never once made me feel uncomfortable and/​or try to up-​sell me. He was interested in hearing what I had to say and educated me about the different models that were available. Chris went out of his way to make sure I got the watch that I needed even though it was not sold in his specific location. Not only did he work magic to get the watch and accessories in a timely manner but was in communication with me throughout the process so I knew what to expect. He also worked directly with Omega to assure that I received the details that were important to me. I can’t recommend Chris and the Tourneau team enough.

Without our contacting Tourneau regarding our recent experience– the store contacted us in hopes of resolving our issue.
Then We received a call from the NE director of stores within 48 hours. He was genuinely concerned and apologetic over the way our visit went. On top of that he sought to seek a resolution that would make us happy… John went way above and beyond to sell me a watch– our sixth from Tourneau.
To say that this organization really cares about their customers and upholding their reputation is an understatement.
They made this right in such a professional manner. Thank you to all for helping us.

Top notch service at Torneau! I brought my old Tag watch in and a Triathlon watch, they fixed my Tri watch in a split second at no charge and will take very good care of my Tag and charge much less than other high end watch stores. I had just been running so they grabbed me a bottle of water and were really fun and personable. Great customer service, I will be back to purchase my next expensive watch with them!

do not come here, they will try to scam you. changing a watch battery: they tried to raise the price to 2 – 3 times the price it should be, just bc «the watch is expensive». not trust worthy. will not be back. crooks.

After a misstep with the repair of my Panerai — I have to commend the phenomenal customer service I received from both the Boston store, particularly Mike S. (the boston store manager), and Larry B. at Tourneau corporate.
Its easy to get 5 stars when everything goes as planned, these guys are getting it when it didn’t. They went above and beyond to help resolve my concerns and make sure I left happy. I will gladly return for future purchases and servicing.

Conveniently situated under JCrew so when you need to replace a wattery, I mean a watch battery, you can drop it off at Tourneau and voila — ten minutes later you have a working watch! and you get to satisfy your occasional girlie needs of browsing the latest at the crew. It cost $ 35 for a VERY basic watch and since I didn’t buy the watch originally nor have I ever had batteries replaced for a watch I can’t say whether this was a good or bad deal. I’m gonna go with steep. But the staff didn’t shun me for having a much lower end watch than those they were selling. The battery replacement also included a test of the water/​pressure, which I didn’t ask for but it’s probably not a bad idea. So. Anyway, I like the repair aspects of this place. Nice job.

Buyer beware!
I went to Tourneau on a Monday for a watch as a present for my husband’s 40^th birthday. It was a challenge because my husband can be picky, something that I mentioned several times. I also mentioned that we have 3 small children under the age of 5 and that it is non-​trivial for us to make it to their store. I thought that I had found a watch that he would like, and I explicitly asked if we could return it if it turned out he did not like it. The salesmen said that of course this would be no problem as long as we came in within 7 days. As it turned out, my husband did not like the watch. We went on Sunday to do the return, and the original salesman acted as if he had never seen me before. Another, more senior salesman, informed us that we could only exchange it. When I said I explicitly asked, «Can we return it if my husband doesn’t like it?» the senior salesman said, «OH, we’re so sorry for the misunderstanding» and pointed to a sign located AROUND THE CORNER in another part of the store. Exchange or store credit only.
My husband looked around and could not find anything he liked. The senior sales rep helped him look in some catalogs and tried to help us find something that would work. Since none of those models were available in-​store, the senior salesman told my husband to look online and that if we told them what he wanted they could order it, and then we could come. He then said, I’ll just go get your watch and give it back to you to take.” My husband started to take the watch, when I thought about the earlier «misunderstanding» and asked, «If we take the watch and can’t make it back here within our 7 day exchange period, will we still be able to exchange it?» The senior salesmans agreed that this would be the case and only then offered to set up the store credit for us. Since there is no way we could on Sunday afternoon find a watch online, let Tourneau know which model, have Tourneau order it, and make it back to Tourneau to pick it up by tomorrow (the last day of our 7 day exchange window), I can only conclude the senior salesman was hoping we would take the watch with us, the exchange window would elapse, and then Tourneau would not even have to let us exchange the watch for something my husband likes.
I feel extremely annoyed with myself that when I bought the watch I said, «Can we return it?» instead of «Can we return it AND get a refund?» I feel extremely annoyed with Tourneau that they were happy to let me misunderstand their policy and, worse, were apparently hoping we would «misunderstand» again so that they would lose the opportunity to do the exchange.
If you do business here, ask exactly what you mean or bring your lawyer with you to nitpick the details.

I bought a Tag here last year and had a great experience. They up-​sold me on an extended warranty.
This August, my hand was in a cast for a few weeks and I wasn’t able to wear my watch, so I decided to have it serviced free of charge. They told me it would take about a week and that they’d have to send it out.
I got my watch back over 3 weeks later. It looked great though, obviously had a new clasp (the old one was really scratched). After wearing my watch for 5 days, the battery died. When I originally dropped it off they mentioned that they’d change the battery along with everything else. I had to bring it back in to have the battery replaced AGAIN. The guy was very apologetic and said that sometimes they just have bad batteries and this happens.
Overall, I was annoyed that it took over 3 weeks to get my watch serviced in the first place and then that I had to bring it back to get a new battery, which took a day to replace because they don’t fix batteries on Sundays. I had a good buying experience here but I’ll likely never use the warranty again, unless something really bad happens to my watch. If you do buy from here, do not buy the extended warranty — not worth the money or service experience.

Extremely helpful staff who actually seem to care about their customers and taking care of their watches. My Michele watch needed a new battery so I had originally brought it to Saks where I bought it and they were incredibly rude and clueless. They couldn’t give me a price for a new battery or how long it would take, only that they’d have to take it and send it to the Michele company and it could 3 – 6 weeks. What?!? Ridiculous. And they had this «oh well» attitude. Apparently once they make the sale they dont care about customer service afterwards.
Anyhoo, enough of my venting. So I brought my watch to Tourneau expecting a similar experience, but oh was I wrong.
They were amazing and took care of my watch (even though I didnt purchase it there) THAT day because they have someone in house who fixes and works on their timepieces in the back of the store. A few hours later I had my watch back, new battery all shined up and water/​pressure tested (not exactly sure what the test was called?). And for a reasonable price.
I needed a new part for one of dials a year later and they sent it out to Michele for me and I think it only took weeks and that’s what they had quoted. They called me when it was in and I also could go online and track the status of my watch there which was nice and it ended up only costing me less than $ 15! They had quoted me $ 55 because they werent exactly sure because it depended on Michele but 15 is muchhh better than 55.
They also have beautiful watches of all different price ranges styles and brands and also used ones they have refurbished and seem to be in great condition that you wouldnt even know they were pre-​owned.
They also have a much better selection of watch bands for Michele than Saks does.
Definitely recommend them for your next watch purchase or any maintenance you need on yours, whether it was bought there or not.

Needing to kill a few minutes in the mall, I stopped by Tourneau to satisfy my inner watch geek for a while. Expecting the typical snobbish jewelry store attitude, I was very pleasantly surprised to find how laid back and helpful the staff was. I was asked if I needed any assistance after about a minute of browsing around, and had a great conversation with a few of the staff there about various brands and pieces. I learned a few things, which is always a huge plus for me, and didn’t feel pressured to buy at any point.
While I didn’t wind up purchasing anything at the time, I’ve been back several times since to look at various pieces and for questions about my own watches that I purchased elsewhere. Prices are a bit high, but the selection is top notch, and the employes are real watch people who know the product well. I can’t speak toward their service department, as I typically send my watches back to the manufacture for work (as everyone should do). Wouldn’t hesitate purchasing from here if the price is right, but your wallet may thank you if you shopped around a bit.

DO NOT BUY A WATCH FROM TOURNEAU!!!
I purchased a very expensive watch from them a few years ago and paid a extra $ 500 for the extended warranty. Some how I had water get into my watch and took it to them two weeks after my warranty had expired. I understood I would have to pay for the repair, but asked them if they could help me some with the price since my warranty had only expired 2 weeks before. They said of course and came back with a $ 6000 quote. This quote was more than 50% of what I paid for the watch two years ago. They then advised me that it would be better to just buy a new watch and they would give me $ 4000 towards a trade in (less than 50% of what I paid two years earlier).
I said I would think about it and took my watch to a local place on Boylston. They told me it would cost $ 1400 to fix my watch. I could not believe it. They sent it off to Panerai and called me a few weeks later when it came back. When I told them about the $ 6000 quote from Tourneau they said they made no profit off the watch repair. The price was set by Panerai for the repair.
Tourneau was just charging me an extra $ 4600 as either a profit or incentive to have me purchase a new watch!!!
DO NOT BUY A WATCH FROM TOURNEAU!!!

I have to say I had low expectations when walking into Tourneau just because of their astronomical prices. They typically have good service and their stores are set up to impress; their Copley location certainly met both of those criteria. What was exceptional however was that they were VERY flexible in their pricing, they understood that economic times are a bit tough and actually were very eager for my business. I knew for months which watch I wanted and what the going prices were; walking in there I had absolutely no intention of getting my watch there but I figured it might not hurt to check. Long story short, I ended up paying just slightly less than the cheapest price (other than Amazon) I had found out there. Competitive pricing, coupled with good service from an «authorized» watch dealer … I’ll take it! Ask for Michael

Good to know that since Alpha Omega, uh …departed… Boston there is an alternative high end watch store to fill it’s place.
I hunted around for a store to replace the band on my watch, to find that I could have Tourneau order one for me, but also found that they have a very large stock of bands on hand as well.
The transaction went off without a hitch, with the ordered band coming in earlier than they’d said, and with no issues in me picking it up a good two weeks later.
Additionally, they were able to service two other watches at the time of pick up — one battery and water reseal, and another quick band adjustment. These were both done on the spot, in a rush, while I waited because they knew I was in a hurry. It was really nice not to have to leave them and come back yet again to pick them up.
Nice to Unilocal about good service every now and then.
PS — one snark — time to replace the carpet. it’s waaay too ratty for Copley.

Arrogant and dismissive is all I can think when I walk in here. I purchased a certified pre-​owned watch from them. I was lucky to have purchased the added service (about $ 200) because it turns out I have needed to bring it in twice in the 6 months I’ve owned it.
Every time I have gone in to drop the watch off for service it has taken 20 minutes to get someone that would actually help me – they really just want to sell watches there, service is the last thing on their mind.
A week after I had dropped my watch off I called to see what the status was and all I got was «yeah, it’s ready. » No one wanted to tell me why the same issue had come up twice now or tried to assure me that the issue was over — I’m still very worried what will happen when the additional 2 year warranty expires. Three days later then got a call telling me watch was ready (nice coordination guys) and to come anytime before 9:30. The day I got there they were doing inventory or something well before 9:30. Everyone in the store just ignored me when I asked why did they call and tell me to come in. Apparently, I wasn’t ready to buy, so they were happy to give me a big FU.
They have a huge selection, the prices are at the top end, and you feel like you need a shower after talking to the sales people. Oh and service, that’s just a way to get you to walk around the store for 20 minutes and think about buying a new watch.
(BTW I’ve been to three other stores in New York and San Francisco, they are all the same!)

Great customer service! Speedy, professional and efficient!
I did not buy my watch here but they carried similar ones here so I felt comfy having them repair, and they did a great job!
If you care about your precious watch take it to a classy joint like this!

It was HARD to make a getaway! (No, I don’t mean in the sense that you’re robbing the store.) Don’t go here, you’ll be pressured to buy when you just want to browse through. Either that, or they’re just very friendly, over zealous sales people.
They have some really nice watches, I must admit. (Then again, how can they not? They’re freakin’ expensive!)