Rolex Boutique - GEARYS Century City — Attraction in Los Angeles

I am an avid Rolex connoisseur with a passion for collecting timepieces that has taken me to Rolex boutiques around the globe—from the historic streets of Geneva to the bustling luxury hubs of London and Paris. My experience with Erfan at this Rolex boutique has unequivocally surpassed every other interaction I have had in my years of engaging with Rolex professionals.

From the moment I stepped into the boutique, Erfan’s approach set a new standard for customer service. His professionalism was evident, but it was his warmth, attentiveness, and genuine passion for Rolex that truly stood out. Unlike many other sales associates I’ve encountered, Erfan wasn’t just selling watches; he was sharing his unparalleled expertise and love for the craft. His knowledge of Rolex history, design intricacies, movements, and even the smallest production details is second to none. I consider myself well-versed in the world of Rolex, yet I found myself learning new insights during every conversation with him.

What particularly impressed me was Erfan’s ability to tailor the experience to my interests and needs. He took the time to understand my collection, asking thoughtful questions and offering suggestions that were both insightful and tailored. He wasn’t just trying to push the latest or most expensive models—he genuinely wanted to help me find the timepiece that would resonate with my personal style and collection goals. This level of attentiveness is incredibly rare.

Erfan also has a unique ability to make every client feel special. His warmth and charisma make you feel like you’re not just a customer but a valued guest. The way he explained the history and significance of certain models made the experience even more enriching. He has a storyteller’s gift that brings the essence of Rolex to life.

In addition to his expertise and demeanor, Erfan’s professionalism is unmatched. Every aspect of the transaction—from discussing the models available to providing after-care advice—was seamless. It’s clear he takes pride in every detail, ensuring that the Rolex buying experience feels as luxurious and exceptional as the timepiece itself.

Having visited Rolex boutiques across Europe and beyond, I can confidently say that Erfan is in a league of his own. He exemplifies the gold standard of what a Rolex boutique experience should be. It is because of individuals like him that Rolex continues to uphold its reputation as the pinnacle of luxury and excellence.

If you are considering purchasing a Rolex, I cannot recommend Erfan highly enough. He elevates the entire experience and ensures that you walk away not only with an incredible timepiece but also with the satisfaction of knowing you were guided by one of the most knowledgeable and dedicated professionals in the industry. This is not just a purchase; it’s a memorable experience that I will treasure for years to come....

Poor management, poor training and unprofessionalism:

Gearys Century City doesn't maintain relationships and rapport with their clients, and this includes my recent interactions with Andrew.

I first visited Gearys Century City in 2022 at which time I had interacted with Erik Forestall. Erik and I conversed over the year and I provided my wish list to him. During one of our conversations Erik inquired where I do business and travel. Erik soon provided inaccurate information and false information about cultures and customs of the location, and how cultural norms regarding wearing watches. Erik was ignorant to say the least. I did not say anything at this time out of respect. Over the years and since 2022, Erik never contacted me, but when I would contact him he would insist I visit their location only to tell me none of the watches on my wish list that include DateJust41 were available. What kind of sales rep asks someone to visit their location only to have them mention watches aren't available?

Erik left the company and no one from Gearys contacted me to indicate another sales rep would take over and manage client relationships. I found this odd.

In 2023, I contacted Gearys and was connected to Andrew. I provided my wish list from scratch again and let Andrew know where my discussion with Erik transpired.

I am shocked that over the years a Date Just 41 with a fluted bezel wasn't available as an allocation.

After over half a dozen visits I was offered still water that I remain thankful for.

Far from maintaining rapport and sharing any insights or providing any genuine assistance, I have been met with constant deflections and the chance to "try on" models.

It is inaccurate that a Date Just 41 with a fluted bezel couldn't be allocated in 4 years, and I was told that only a million Rolexes are produced a year. This is unfathomable and disrespectful to insult my intelligence, similar to what Erik Forestall did by providing inaccurate contexts about cultural information....for perspective, and on the contrary, AP that only produces 65k watches globally, a Royal Oak Offshore could be obtained, and a DateJust 41 with fluted bezel could not be obtained in 4 YEARS?

Thanks...

Very poor experience here. I have purchased a number of Rolex watches over the past 12 years in multiple countries. I visited this store last year and had a pleasant experience, talked watches, mentioned interest in two models and then discussed visiting periodically to check in and chat. I know full well that purchase history and existing customers are usually preferred.

I visited the store again in February and it was clear that the sales team had simply discarded my card which included my details and watch preferences which we had filled out previously. They were extremely standoffish and haughty.

During my earlier visit I explained that I had not purchased any Rolex for several years and wanted to build a new relationship with a new AD. And preferable one that also sold Patek. (I also shared some of my collection which included Patek and others since I knew that they sell other brands in other locations). If I had known that I would have been treated with indignity and had my card thrown out or otherwise ignored then I would have simply skipped this store and spent my time elsewhere. I came here on the recommendation of a friend who had purchased from them in the past.

Life will go on and I will find a new dealer. But I cannot in good faith patronize this store and will be advising my watch collector friends and those who seek my counsel on watches to do the same and avoid this store.

Right now the market is hot and dealers do not need to exert effort to sell luxury watches, but I suspect the actual owners of Gearys may remember a time before their success when they did whatever it took to retain customers and earn their trust.

It's disappointing when there is a disconnect between ownership and staff and customers.

(Lastly, and for the avoidance of doubt, this was not a case of judging a customer superficially. The two of use were wearing a AP and GMT Master and...