Mayors — Local services in Aventura

I want to start by stating that I’m an ex-law enforcement detective from Miami. Unfortunately I had an accident that left me paralyzed and in a wheelchair since April 30, 2017. On the day of my accident I was wearing a 4 digit reference sub no date that my grandfather left me when he passed many years ago. The watch was destroyed and I couldn’t even recover a single link from the scene of the accident. On April 17, 2025 I entered the Mayors / Rolex AD in aventura mall and made contact with Diana Rotundo (administrative manager). I had a very emotional conversation with Diana, she is empathetic, professional, caring, knowledgeable and to say the least, she is the polar opposite of the nightmare stories you hear of AD sales reps! Diana heard me out, genuinely impressed me with her ability to make me feel like I was speaking to a friend! Not a sales manager. Furthermore, she input my information and placed me on the dreaded waitlist for my new ref 124060, 41mm, Submariner (no date) that I wanted for my 8yr anniversary since the accident AND to have a timepiece that represents the memory of my grandfather seeing as I lost the one he had left me on the day of the accident 8 years ago. Diana then introduced me to Veldina Velagic (Sales Professional) and advised me that Veldina would be in contact with me as we go through the waitlist process. Veldina also went above and beyond with making me feel at home in store! The next day I received an email from Veldina advising that Diana and herself were pleased to have met me, heard my story and significance of what obtaining this timepiece means to me. Well, not even a month later, on Saturday May 10th I received an email to come in store because my timepiece had arrived! Followed by a direct call from Diana, who was genuinely genuinely excited to let me know that I was blessed with having my anniversary gift waiting for me at the AD!! All in all, to keep it short and simple, Diana Rotundo is not only an amazing asset to the Mayors/ Rolex brand in general!! She is a professional, knowledgeable, empathetic, caring woman with more value to the Rolex brand than I can express in words or in writing this survey of my personal experience! This is not an opinion, Diana should be the manager of every AD if Rolex wants customers to feel appreciated by the brand and not feel like just another wallet walking (or rolling) into the store! Furthermore, after a few complications getting into the store for personal reasons and Mother’s Day weekend, I was able to get into the store on Monday May 12th, 2025 where I was blessed with Veldina’s assistance to complete the purchase! Diana went as far as having a personalized sign printed out and displayed for me wishing me a happy anniversary and my heart was warmed by this gesture! Veldina was amazing, she explained EVERYTHING I needed to know about my new timepiece, warranty questions, sizing concerns and simply just displaying yet another person in the Mayors/ Rolex of Aventura that is an absolute asset to the Brand itself!! I want to thank Diana Rotundo & Veldina Velagic for being genuine and not treating me like a “customer”. Both have made me feel comfortable, even in these times where spending these kind of funds may not be the easiest because of the current economy. I am grateful for their support and willingness to go above and beyond as well as how fast they were able to obtain this timepiece for me so that it still feels like it was right in time for my anniversary!! THANK YOU DIANA, THANK YOU VELDINA & THANK YOU ROLEX OF COURSE! Rolex, you are very lucky to have both of these employees representing your brand today and I wouldn’t even consider purchasing another product without going directly and ONLY through Diana & Veldina.

My new Rolex sub (no-date), 41mm, new reference 124060 is flawless, precious, meaningful and EXACTLY what I needed for this milestone in my life. God willing I will wear it in good health for the rest of my life thanks to...

11/30/24 - In Response to the Owner Comments:

If I get a call offering me one of my previously registered pieces prior to the end of this year, I’ll know you’re serious about your apology and wanting to keep my business long term. Otherwise it’s another empty corporate apology with no action.

If I don’t update this review again, your customers can see what type of follow through you have, and they can decide for themselves.

Original Review: I started buying from Mayors Jewelers in March and have made several high-value purchases this year, shopping at both their Boca Raton and Aventura locations. My purchases include pieces from Rolex, Tudor, Grand Seiko, as well as jewelry. Despite my loyalty and significant purchase history, my experience has been consistently disappointing.

It’s a well-known tactic in luxury sales for authorized dealers (ADs) to encourage customers to build a purchase history and relationship with the store in exchange for priority access to sought-after pieces. I trusted this process and made substantial purchases, expecting to see some recognition or follow-up as a local customer. Instead, I’ve received no updates without me asking, no meaningful engagement, and no sign that my loyalty was valued. Meanwhile, I’ve been consistently pushed toward items I have no interest in, which makes it clear that customer satisfaction and trust are secondary to sales goals.

Their service has also been disorganized and unreliable. After purchasing a Grand Seiko, I wasn’t added to the GS9 Club—a basic courtesy for owners. When I needed a part for an Omega, I drove from Jupiter to their Boca store to place the order, even informing them that my local Omega boutique said the ordering system was down. I was assured there was no issue on their end, but after taking my payment, they later confirmed the system was down—just as I had told them. When the part finally arrived, it was entered incorrectly, and I had to wait while they fixed their mistake. This lack of transparency and attention to detail made the process far more frustrating than it needed to be.

Even small issues are handled poorly. For example, when I needed a pin sleeve for my Grand Seiko bracelet, they initially waived the $75 fee as a goodwill gesture but then charged a $6 shipping fee at pickup. This bait-and-switch approach felt petty and hollow, undercutting the gesture entirely.

Mayors employs the common AD tactic of promising rewards for loyalty, but my experience suggests this is little more than a sales strategy. Their registry system and purchase history requirements feel designed to drive revenue without delivering on any promises. At its core, Mayors prioritizes profits over relationships, leaving customers feeling undervalued and frustrated.

If someone from Mayors corporate decides to read this, don’t call me asking for more information. It’s all right here. If you want to make things right, take care of your loyal customers. Actions speak louder than words.

I’ve decided to take my purchases elsewhere. If you’re looking for a jeweler that truly values customer loyalty and provides transparent, consistent service, I’d recommend avoiding...

I recently had the pleasure of purchasing my first Rolex at Mayors in Aventura Mall, and I can confidently say that it was one of the most outstanding retail experiences I’ve ever had, thanks largely to the incredible service provided by Milena S.

From the moment I walked through the door, I was greeted with a warm smile and a genuine eagerness to assist. Milena’s extensive knowledge of luxury watches was immediately evident. She took the time to understand my preferences and the kind of piece I was looking for to complement my existing collection. Her passion for horology truly shone through and made the experience even more enjoyable.

After exploring various options, I settled on the exquisite Oyster Perpetual Explorer 36 with a stunning black dial. Milena expertly highlighted the features and craftsmanship that make this timepiece so special. I was captivated by its elegance and versatility, and I knew I had found a remarkable addition to my collection of luxury watches.

What impressed me the most was Milena's attention to detail. She ensured that every aspect of the purchase was seamless—from presenting the watch beautifully to explaining the care and maintenance that would keep it looking pristine for years to come. It’s clear that she genuinely values her clients and goes above and beyond to create a memorable experience.

The ambiance at Mayors was equally inviting, with a luxurious yet comfortable setting that made me feel right at home. The entire team was professional and attentive, enhancing the overall experience.

My experience at Mayors with Milena S. was exceptional. I walked away with a breathtaking timepiece to celebrate my 15 year wedding anniversary. I cannot recommend Milena and Mayors highly enough for anyone looking to purchase a luxury watch. I look forward to returning for future additions to...