Rolex Boutique South Coast Plaza — Attraction in Costa Mesa

I'm joyfully commending Ali Abdulnabi of the Rolex Boutique in South Coast Plaza in the highest terms for marvelous service beyond the exceptional!

Ali is so gracious and knowledgeable and communicated so professionally over time and distance, buoying my hopes of owning a dream watch. Ali was straight up about the challenge of seeking a specific Rolex model while also keeping my own desires in mind. Ali offered beautiful Rolex alternatives which, although sorely tempting, I was able to resist while patiently awaiting the opportunity to buy my specific desired watch.

Living several thousand miles away from Orange County, I could only drop in every couple of months, often unannounced and mostly not particularly well-dressed. Yet every time I popped in Ali greeted me (and my wife when she was with me) warmly and I enjoyed chatting about all manner of subjects, not just watches (although Ali is very much an extremely knowledgeable watch affiscianado).

I should also remark that I am of no special status or recognition, but instead a rather ordinary guy. I have been in many Rolex authorized dealers and understand that it can be daunting when the demand is so great for Rolex watches and the available models to obtain can be so hard to find. But Ali and the Rolex Boutique in South Coast Plaza never made me feel "unworthy" or "less than." I should also point out that even when Ali was not present or available when I visited the store, every other sales associate present were also very gracious and welcoming and offered to help in Ali's absence or unavailability. I appreciate their grace when some customers can be unpleasant when faced with the disappointment that something that they want may not be easily acquired.

This past week, upon walking into the Rolex Boutique unannounced I again warmly greeted by Ali. He welcomed my wife and I and we chatted about our families, our travels, and other personal topics. He excused himself, returning with the exact Rolex watch of which I had my heart set on, correct down to the most minute detail. I'm quite sure that my enthusiasm was visibly apparent (and that my wife can validate). I think the correct term would be "swooning." I was over the moon when Ali informed us that the watch was indeed available! In short, it is beyond beautiful and I am struggling just to keep me eyes off of it. Of course I had to have it, and agreed on the spot to purchase it when offered. Throughout the entire process until I walked out of the store wearing it I doubted that this was really happening. Yet I got the feeling that Ali was sharing in our joy.

Adding this newest Rolex to my nearly 20 year old two line no date Rolex Submariner gifted by my wife on the occasion of our 25th wedding anniversary (I am a retired US Navy submariner) results in two beautiful meaningful watches intended to be passed on to our two sons when I can no longer wear them. Each watch shall be accompanied by deeply personal stories to which I proud to add Ali's stewardship in obtaining this watch to the meaning to which I attach to these items.

In short, I cannot recommend Ali Abdulnabi more highly and am remiss in not submitting this review prior to obtaining this Rolex watch, as Ali stood by me through this entire process which is now and forever part of the joy of the watch itself. Thanks for...

**1-Star Review: Disappointing and Unwelcoming Experience at Bucherer Rolex Boutique

I visited Bucherer Rolex Boutique for the first time with high hopes of exploring their collection and inquiring about specific timepieces I was interested in purchasing. As a first-time customer, I was excited to experience the luxury and prestige associated with the Rolex brand. Unfortunately, my visit was marred by an overwhelmingly negative experience due to the staff’s arrogance, dismissive attitude, and complete lack of customer service.

From the moment I walked in, the staff seemed uninterested and borderline abrasive. I had specific models in mind and was eager to learn more, but instead of engaging with me or showcasing the timepieces I asked about, the staff made it clear they didn’t have the watches I wanted and were unlikely to ever get them. Rather than offering alternatives, providing information, or even expressing a willingness to assist, they brushed me off with condescending remarks that left me feeling unwelcome and undervalued as a potential customer.

It was evident that the staff had no intention of helping me find the watch I was looking for or even fostering a positive interaction. Their attitude suggested they were simply waiting for me to leave, as if my inquiry was an inconvenience. Not once did they offer to show me other pieces in their collection or provide any meaningful guidance. The entire experience felt cold, elitist, and far from the luxury service one would expect from a brand like Rolex.

I understand that certain models may be in high demand or difficult to obtain, but there’s no excuse for treating a customer with such disregard. A simple gesture of professionalism—such as explaining the availability process, offering to take my contact details, or showing me similar models—would have made all the difference. Instead, I left the store feeling dismissed and disrespected.

I had hoped to begin a relationship with this store as a potential long-term customer, but this experience has left me with no desire to return. I strongly urge the management to address the staff’s attitude and train them in basic customer service principles. Luxury retail is as much about the experience as it is about the product, and this store fell far short of that standard. I’ll be taking my business elsewhere and would caution others to approach this location with low...

We wanted to take a moment to acknowledge the superior customer service that we were afforded by employee Thien Vo at the Tourneau Rolex Boutique at South Coast Plaza. As a former director of human resources in my pre-retirement life, it is very important to properly document instances of exceptional customer service to ensure that credit is duly noted and, more importantly, that future employee reviews performed by management take this information into account. Ms. Vo was our initial contact at this store when the decision was made to purchase a new Rolex watch. She was incredibly professional in her demeanor as she assisted us in choosing the best model while also informing us to the shortage of watches and the unknown length of time it would take for the actual watch to be delivered. As it turned out, it took approximately 7 months for the watch to arrive and Ms. Vo was indeed very proactive in periodically keeping us updated as the time seemed to drag on. Finally, last week we were told that the watch was there and ready for pickup. My wife and I met Ms. Vo at the store and she presented the new watch to us while explaining all of the crucial details relating to our purchase. She answered all of our questions to our absolute satisfaction and we would clearly ask for her assistance again in the future if another purchase were to be within our budget. In addition, after our visit was completed, Ms. Vo went over and above to inform us of a special mall promotion that provided a free gift for those purchasing items in the mall over a certain amount. She instructed us where to go to receive the free gift and it must be noted that if she had not told us, we would have just exited the mall since we had no advance notice of this special event related to the Lunar New Year. Finally, as we were about to leave her store, Ms. Vo handed us 2 passes entitling us to enter a special mall VIP lounge at our convenience with additional guests at any time with no expiration date as a complimentary gift from their store. We were very appreciative and had no idea that a VIP lounge even existed at this mall. In summary, we would highly recommend contacting Ms. Vo directly to anyone seeking information on or to purchase a Rolex watch at this store. We thank her once again for all of her efforts...