Tourneau

If you are thinking to have your Rolex for service, never use this place.
I’ve been owning a few mechanical watches for over 20 years. My Rolex DJ was feeling out of oil (4 years since my last service), thus sent out for maintenance service. The clerk told me that Tourneau service is same quality as Rolex service, as they are certified and Rolex sends their watch also to Tourneau service, so I thought I will have Tourneau to do my service.
Came back in 4 wks, and when I checked the winding at the shop, it was not smooth, felt the gear was tight and grinding. I told the clerk, he brought a new Rolex watch in the showcase, and said it’s same, which I felt totally different. I claimed and my DJ went back to service. After 3 wks, I received it back and still wasn’t good, but thought no worth of claiming more as I tried their service twice so told the clerk I will take it.
Paid with my credit card, the clerk was putting my DJ in a brown Tourneau case, and he dropped my DJ on the floor. Ok, people makes mistakes, but he said nothing, no apologize after dropping my DJ in front of me. These guys don’t know how to handle mechanical watches, nor what customer service is when the customer is paying $ 750 for service.
Worst experience ever, I would never go back.

Was told that a return was possible within one week of purchase. No one who worked there mentioned the actual return policy (there isn’t one). We are now trying to sell the Tudor watch we bought and the watch isn’t worth even half of what we paid. (Paid $ 8.0, worth $ 3.0). I have already told everyone I know not to shop here. It’s sad that places like this are actually in business.

I feel like they really try to help you, I had just brought a watch but they forgot to check if the battery was working so I had to come the next day to get new battery but I live far so it was a issue. Somehow the watch was scratching me alot plus other problems. They were nice on solving the problem and other issue i had. they told me to try on the watch for couple more days and if new problem surface they will find some solution to fix it. I like the idea you can come back and get things fix instead of chasing u away after you brought the watch.

Upon graduating college I was given a Rolex that had been handed down in my family for over 60 years. The watch needed a tune-​up so I brought it here. Said they would send it to Rolex in NYC for an estimate on the tune-​up. They had me sign a form that also appraised it for a fraction of the value. The clerk assured me that this was standard protocol and that it didn’t matter. After several months of not hearing anything I called and was told that my watch was returned because they did not have the parts to fix it and that I could come
pick it up. I went to the KOP store and after 2 hours of waiting I was told that the watch was actually stolen from their New Jersey service location, NOT Rolex in NYC. Dealing with the store and the corporate employees was a nightmare, never received any apologies and all I was given was the low appraisal and hours of aggravation. Go to Govbergs in Suburban Square or Philadelphia if you want to purchase a watch or have one serviced.

Ho hum. This review is for service on a Rolex. My father gave me his watch that he has had for over a decade. I decided to get a full maintenance service since they are an authorized dealer.
Ho hum. I should have mailed it to the RSC in NY. When I got it back, it looked great. But it was running faster than before I had it serviced. My wife took it back (since she works near there) and they said it was magnetized. Really? I don’t think so. The demagnetized it and I wore it again.
Ho hum. Now my day was changing at 10:12 pm. So I took it back again and they finally said something was wrong. No **** Sherlock.
Ho hum. I have the watch back. I have to see if it’s fixed. It seems to be running a little faster than before I had it serviced.
Ho hum. If you watch ain’t broke, don’t fix it. And if you do fix it, send it directly to the manufacturer. At least you know they will do it right.

Recently went into the Tourneau store at the King of Prussia mall. Looked at several brands and saw a Longines watch that appealed to me and also was at a good price point that fit my budget. The salesperson was a bit full of himself but did take his time to show me the watch along with two other similar models. I decided not to purchase and stop back again in a few weeks after I had an opportunity to do some additional research about the brand and give it some additional thought. The salesperson did not seem too happy that I was not going to make a purchase and gave me the impression that I just wasted between 10 and 15 minutes of his valuable Saturday afternoon time. I did come back into the store two weeks later with the intent to purchase the Longines watch that I had looked at previously. It was also on a Saturday afternoon and I saw the same salesperson who upon recognizing me said «Are you going to buy the watch?» I was very turned off by his demeanor and quickly responded with «No, I’m just here to look at it again.» That must not have been the correct answer as he turned away and did not provide me with any service during that visit nor did he offer to show me the specific watch again. He did though manage to observe my movements in the store and notice what I was looking at through the glass cases. I then laughed to myself and left the store and went onto the Longines website and found another jeweler that was an authorized retailer not too far away.
I actually should give Tourneau 5 stars as due to my poor experience at their store and very poor interaction with a pretentious salesperson caused me to look elsewhere to make my purchase and saved me 18% on my purchase of this watch. The other jeweler who is also an authorized Longines retailer was so happy that I called them and really «rolled out the red carpet» when I stopped into the store to buy the watch.
So I guess a big thank you is in order for that awful salesperson at Tourneau, your poor attitude and even worse selling skills helped me to save just about $ 450 on a $ 2,600 MSRP Longines watch that I was fully prepared to buy from you at full price. Although I will probably not be in the market for a new watch in the near future, I have already told all my coworkers and friends about the negative experience at Tourneau and how just driving less than an hour to another authorized retailer saved me about 18% and they really valued my business.

Avoid at all costs!
I took my watch, which has always kept perfect time, for a regular battery replacement. This seemed to be fine but then the watch started immediately losing time — 15 minutes, suddenly and then a minute a day.
I took it back in and they said there was nothing wrong with it, but then agreed to keep it in for monitoring.
Next thing, I have an estimate for $ 1000 from their service center. I come in and talk it through with the manager, who agrees to fix the watch for free. Next thing… I have an invoice for $ 750 from their service center. I talk to the manager and she agrees it’s for free.
Next thing, I go to the store and they ask for $ 750. I’ve got the watch back after it had supposedly been serviced but it’s still losing time. Let’s see what happens next time.
My advice: don’t trust this company with your valuables. I can only presume they don’t know how to service watches.
Update as of July 17 2013:
I went back to the store to pick up my watch for the 4^th time. It seems that I approved another $ 450 of repairs (though I only had a call to let me know the watch was ready). This was 6 weeks after the last time it was dropped off.
They couldn’t find the watch and it turns out that it was still out for repair. Unbelievable.
Update as of October 22 2013:
Well finally I got my watch back in August and they had — to their credit — sent the watch to the manufacturer to get fixed. It has since worked flawlessly and so all is well that ends well and I do commend Tourneau for at least fixing it.
I have never had such a bizarre customer experience as I got at Tourneau in KoP. The mixture of pretentiousness and incompetence is unmatched.

I’ve purchased two watches from this store and have never had an issue with product or service provided by the staff.
This store carries a wide variety watches to include Rolex, Breittling, IWC, etc.
They have a watch maker on location with a service department that can handle most small repairs.

Service of the salespeople is Terrible. Unless you are. ready to shell out money the. cold shoulder is what you get. Their concern is sales, so if you need service done to a watch the. experience is awful. It takes forever for it to go to long island and come back, and then you have to bring it back multiple times to have it actually fixed. Save yourself the trouble and find a place that cares about more than the status quo. Do not go here.

While this review is not for the store in particular, ti’s about the company in general. I ordered a watch from their website on Jan 21 as a Valentines gift for my husband. I received their email confirming my order. Two weeks went by and when I did not receive an further correspondence I contacted the company by email to ask about my order. Two days later I called first thing in the around 12pm and spoke to someone who said customer service was not in yet but she would take my information and have someone call me back. Well no one called, but at 6:48 PM I received an email saying my order was cancelled because they did not have the item they were advertising on their website. But what took the cake was that at 7:08 PM I received another email from customer service saying they were sorry I did not receive their previous email regarding the cancellation of my order, but that my item was no longer available. I won’t ever order from them again!

I have been to this Tourneau location a few times to window shop. I love and appreciate watches. (the history, the movements, the aesthetics). Most of the Tourneau inventory consists of high-​end watches that are way out of my price range.
I do agree that some of the salespeople seem pretentious & condescending. (often the case with high-​end chains).
What I do like about Tournea is that they carry the Hamilton watch brand (my favorite). They are an authorized Hamilton re-​seller & have the largest inventory of Hamilton’s that I have found at a brick’n’mortar (Bernie Robbins jewelers would be a close second)
Yes, you can find Hamilton watches on-​line for cheaper (ie: Amazon) but you don’t often receive the manufactures warranty and you risk counterfeits. At Tournea, you receive the manufactures warranty plus an included in-​house warranty (you can also purchase an extended as well).
Most recently, I dealt with a professional salesperson (I believe his name was Phillip). He was professional, friendly, non-​pretentious; and knowledgeable about his craft. He sold me a watch.
My only suggestions:
— Please provide (if customer requests) a more low-​profile/​discreet bag (no logo) to carry out the watch when leaving the store. I don’t like walking around the mall inviting people to jack my watch.
— The staff needs anti-​snootiness training. Stop acting like your sh*t don’t stink.

I’ve purchased two Panerai watches here, one for my father and one for my husband. I went there just before Father’s Day to purchase a replacement watchband for my husband’s watch. All of the employees were on some kind of iPad device, which I thought was rude. I was greeted by a woman and she was cracking gum. Yes, you read that correctly CRACKING GUM!!! I’ve worked for a luxury retailer before and I can tell you, gum was prohibited on the sales floor. In fact, I can’t think of many jobs where cracking gum in front of customers is acceptable. She was not very friendly on top of it. I was told there were two watch bands in the company and if they could get one, it would be two weeks. If not, they would order one from the manufacturer and it would take 4 – 6 weeks. The woman rang me up for the cost of the watch band, which was quite expensive. She informed me that she would contact me to let me know when the band was expected to arrive.
I went on vacation and did not follow up. Needless to say, I didn’t receive a phone call with the updated status. I decided to call myself and was referred to their service department. The man informed me that they probably had to order it from the manufacturer. REALLY? I’d figured that much out on my own. When I informed him of the poor customer service I’d received at the store and felt like I was receiving with him, he brushed it aside! No apology, nothing! I’m sorry but when your store charges more for a watch band, than for what most watches cost, you should be attentive to your customers. Next time I need something for my watch, I’ll go to Bernie Robbins.

They went a long way to please me. I bought a watch there for my wife and needed to have it specialy ordered and delivered within a fairly short time. They made sure to get the watch on time from the manufacturer. Then, my wife decided she wanted a different watch. She retruned the 1^st watch which was a special order and ordered another one on special order again. Tourneau delivered it. They were very attentive to our needs. Prices are slightly higher than what you can find, especially on the internet, but that is expected from a brick and mortar shop. They were very friendly, knowledgeable and you get the assurance that you are buying the real stuff and not a copy.

Do not take anything for service or ask them to order links. it take them more than 2 month to get it and than it is a wrong order and they damaged my $ 4000 omega watch and told me that my band was old and need it a new one for $ 700. I have 30 watches and never ever going to go to Tourneau. I Will not give them a star.

The watches may be beautiful, but the service was terrible! The salesman I approached to help me was completely rude and condescending. First off, I walked into the store and looked around for somebody to help me. nobody approached, so I walked over to the first person behind the counter. I brought in a watch my husband gave me for Mother’s Day to have the band adjusted, and he didn’t even look me in the face or say a single word to me when I handed him my watch, and told him what I needed help with. I wasn’t a casual passerby «just browsing;» I was already a customer (well, my husband was), who’d spent a LOT of money in the store. He didn’t have to bend over backwards with fake niceties or be a total suck-​up, but at least show some professional courtesy! If I didn’t have a service contract for my watch there, I don’t think I’d ever go back. I definitely won’t be a repeat customer.