Leeds & Son | Bucherer Palm Desert — Attraction in Palm Desert

I don’t usually write reviews or like to feel like I’m hurting another fellow business owner, but I feel compelled to write this: I live in West Hollywood but was in Palm Desert over the weekend for work. My husband bought me a gold Rolex for my birthday but it needed a link taken out. In addition, my husband’s birthday is next week and I was interested in purchasing a watch for him as well, so I found the nearest certified Rolex store in town and stumbled across Bucherer in hopes I could kill two birds with one stone. Upon entering the store a tall man with a dark goatee and glasses (who couldn’t be bothered to say hello or smile) was standing near by. A few seconds later a woman approached me. I told her about the watch needing links taken out, I also mentioned that I wanted to look at a few watches specifically in the case another sales associate and customer were looking at. The woman showed me 2 cases and then asked me to wait for the other female associate to give a definitive answer if the link could be removed today or not. As I waited, I looked around several times excited to look at a few different watch options, but instead the sales associate I was waiting to hear from, did not say hello either. Instead, with some what of an attitude-she immediately started shaking her head and advised me that the watch repair associate would not be in until Tuesday and that there is nothing more she could do to help me today. Having already felt a bit uncomfortable, I politely said “ok, thank you,” and told the other female associate that I would return Tuesday to have the link taken out. So now, the only thing left to do was to look at a watch for my husband. Unfortunately, both associates walked away and didn’t attempt to help me any further. As I walked up to the case I had been waiting to look at, I immediately came across a beautiful watch that would have been perfect for my husband, so as I took my phone out to snap a photo to send him- the unfriendly and unidentified man walked up to me (as if he was going to assist me) but instead, told me I wasn’t allowed to take any photos or video inside. Having bought several Rolex’s before in different stores in Beverly Hills and NEVER hearing such a strange demand, I was stunned. So much, that I politely asked what the reason was and instead of answering the question he started walking away from me with an annoyed facial expression and said only this: “it’s posted on the front of the store. No video. No photos.” I was so embarrassed at the way this man made me feel that I immediately left. It is an absolute shame, because not only did they lose a potential sale today-I was also prepared to spend a significant amount of money this afternoon. Perhaps I was judged for looking young, having tattoos, or just simply being a woman. I’m not exactly sure what the problem was. What I do know is that the energy in that store was awful and completely...

If I could leave 100 stars, I would for this spectacular watch and jewelry store. I cannot possibly write enough good things about the management and the entire team. Leeds and Son made my dream come true during a time when most businesses are more concerned with profit than customer satisfaction. The journey began with a lifelong desire to own a Rolex, particularly the Rolex GMT Master II, red/blue bezel (known as the “Pepsi”). This striking model is currently the most sought after watch in the lineup and one that is usually reserved for VIP customers or those who have previously purchased considerable amounts of jewelry or less desirable watches. In fact, most Rolex authorized dealers use the Pepsi and the Daytona as “bait,” promising these watches to customers if they will just “spend a little more first” on other items. However, the professionals at Leeds and Son do things differently from other AD’s. Here they do it with integrity under the leadership of their manager, Brent. With Brent, I discovered a gentleman who has a deep knowledge of both Rolex and other high-end brands. He is determined to put watches on the wrists of true aficionados, those with a knowledge of and passion for the history and technological achievements of the storied Swiss brand. I was fortunate to meet him through another expert, Riakos, a manager at the store and a consummate professional and technical guru with deep insights into the inner workings of the watches. When I told Riakos about my love for Rolex, particularly the GMT Pepsi, he graciously took my story to Brent. Remarkably, Brent listened patiently and agreed to grant my request, making my dream come to fruition. I could never thank these two enough for offering me this opportunity, and I have not taken the watch from my wrist since it was purchased just weeks ago. When I went to the store to pick up my grail and have it sized, I discovered a truly exquisite space, filled with a staff that did not disappoint. They were remarkable, exhibiting a passion and sincerity that made a day that I did not think could get better . . . grow even brighter. The entire team deserves the utmost of praise. Each member took time from their day to stop by and congratulate me on this incredible event that I could never forget. Rolex should use this jewelry store and employees as a model for their brand. Brent, Riakos and the whole team reflect the luxury and expertise that Rolex embodies. I urge you to visit the store and experience the stellar service for yourself. You will not be disappointed. Thank you, Brent, Riakos and all at Leeds. You truly made a boy’s dream (now a 50+ year-old man) come true. There are just too few businesses—ones with such a strong foundation —like this left in the world. You all...

Knowing Leeds and Son carries fine timepieces, I stopped by to have two Cartier watches repaired, one needing only a battery. On an afternoon where the temperature was over 120 degrees, there was not a soul in sight near the boutique and no customers in the shop. When I walked in, two associates were talking at a client desk. One stopped to ask how she could help. I explained I had a couple of items for repair. The associate stood by a case and I then had to ask "where can we sit so that I may show you the issues." The associate brought me back to the client desk, sat down, introduced herself...Julie..and then took a look at my watches. The first watch needed a pin replaced in the band. Julie explained the shop is not an authorized Cartier dealer and they could not repair the watch. Fine, no problem. When I said that the second Cartier watch only needed a battery replaced, Julie told me her jeweler had been on vacation and didn't have time to replace the battery. I stopped and asked, but it only takes about 20 minutes to replace a battery. Julie then said, no, he doesn't have time and then proceeded to ask, "have you shopped here before?"

OK, so 1) why would previously shopping at Leeds determine the level of service I am offered, especially in the summer when there is not a customer in sight? 2) why would Julie even ask such an insulting question after she told me it couldn't be done? 3) why wouldn't Julie have offered to replace the battery, but state, unfortunately, our turn around time is a bit long now and it will take a week to have the battery replaced? I understand this may not work with your schedule, but I do want to offer this as an option.

HORRIBLE SERVICE!

I drove a block down the street to El Paseo Jewelry where the owner immediately said, sure, I'll send it out to have the battery replaced and it will be back by Tuesday. Will that work for you?

That is great service. And that is the jewelry store I will return to when I want to add something to my collection.

I certainly will not return to or recommend Leeds and Son. Given they recently spent $$$ expanding and renovating their boutique, they would do themselves a favor and invest in client...