Joyería Saphir - Official Rolex Retailer — Local services in Las Palmas de Gran Canaria

Beware when you shop on the weekends at Joyería Saphir in Gran Canaria. I visited the store and bought two pieces of jewelry on a Saturday. I told the store clerks that I had arrived by cruise ship and was leaving that afternoon. They neglected to tell me that although they are part of the European Union, they have their own policy about duty free tax refunds. You must get the documents that show what you purchased stamped at the airport at Gran Canary or at their office which is closed on the weekends. You may not get the documents stamped at the last airport when you leave the European Union as you would with any duty free items you buy within the European Union. I also told the clerks that I wasn't leaving from the airport as I was getting back on the ship within the next couple of hours. They instructed me to go to the duty free office to get the stamp. They did not, however, tell me that the office was closed on the weekends. I waited a long time to have them fill out the documents in order to receive the refund only to find out that after I had purchased the items that the office was closed. When I got back on the ship, I went to the ship's administrative office and I told them what had happened. I was told by the representatives that they had had this happen before to other tourists and that they would stamp the document with their official seal that they believed would be recognized. I have been calling their store since August to check on the status of the refund. They kept asking me to email them the receipts, which I did. I never got a response. I called a couple of times, was told to hold on and then was disconnected. Two days ago, I finally was able to speak to a store clerk and explained the situation once again. She told me that I did not receive the refund because I had not gotten the document stamped by the officials at the duty free office or the airport. I responded that I did not think it was right to hide the fact from tourists that had arrived by ship and leaving the same day that the duty free office where you could get your document stamped was closed on the weekends. She responded that they don't know that the office is closed on weekends. I told her that I did not believe that as the island depends on tourism. They are visited by millions of tourists every year and I am sure that the subject of the duty free procedures on the island has come up. I also told them that I have shopped in other countries in Europe in the past and the clerks told me exactly what I had to do, where I had to go and if there were duty free offices in their particular cities, they told me the times the place opened and closed. I reiterated that I did not appreciate their dishonesty. The store clerk told me that she would talk to her administrator today and would call me or email me back. I am...

Today I had a very incorrect experience. I was looking for a Rolex oyster perpetual datejust watch, I found it here. I asked the male agent is it possible to buy it? He told me that, yes it’s but he needs an authorization from his boss. We choose a Cartier watch also, and I told him that if I can buy the Rolex, I will take both. In front of us he tried to reach the boss by phone, but it was not successful. He asked my name and phone number in order to reach me after having the answer from the boss. After three hours of silence I went back to the shop. Than the seller looked at me, and said: oh I forgot you. Than he looked at his phone for a second and said: I ‘ m sorry the answer is no. We did not understand, we were shocked. He had no satisfactory explanation. I felt totally mislead. At this point I felt that the mail agent never intended to sell me the above mentioned rolex .I understand and accept the selling policy of the Rolex Company, but this behavior was totally unacceptable...

I had a great experience at Joyeria Saphir. I’ve wanted a specific watch for a long time and Marija made it happen for me. She is hands down the best ambassador for the Rolex brand and a joy to work with.

My wife and I were traveling on our honeymoon when we came in, like we do on all of our travels, to see of anything was available. Marija insisted we celebrate our new beginning with champagne while she brought out a few options that had recently come in.

Marija took it personally to ensure our consult would be approved prior to departing the Canary Islands the next afternoon.

She even shined up our wedding rings before sending us on our way with hugs.

As someone who has engaged with so many Rolex dealers around the world, I can confidently say Saphir is a wonderful experience, but truly Marija is an...