Marshall Pierce & Co. — Local services in Chicago

Brought in a watch for water damage and it took them 4 months to complete and multiple tries to get it right. Poor communication and poor customer service. They also tried to charge me $80 more than I was quoted when I was finally able to pick it up. The end product is acceptable, but I will likely never use them again.

I originally brought in a watch for repair due to water damage. I was quoted $340 for an overhaul. It took them one month to complete and when I picked it up, the hands of the watch was rusted. It was not communicated to me that would be the case. When I tried to pick it up, they insisted my watch was made of silver and so they couldn't remove the rust. My watch is made of steel. I eventually opted to have the hands replaced for an additional $100 for the parts - which I was told would take up to 6-7 weeks.

The second time I tried to pick it up was after they replaced the hands of my watch. I noticed there were fingerprints on the inside of the watch, the stainless steel hands and around the crown on the inside. They took the watch back to clean it.

When I was finally able to pick it up a third time it was finally at an acceptable quality. I was quoted $440 total for the repair and they tried to charge me $520. I told the sales rep that's not right and showed her the email chain. I was charged the originally $440, but had I not insisted on being communicated by email they would not have budged.

I initially was receiving communication solely by phone call even though I asked for email communications. Luckily I'm smart enough to have kept on insisting for email conversation so that I have...

Unfortunately my experience has not been entirely pleasant. The watch I bought was described as new, however when I received it, it had dents. When I asked if I could receive a rebate since the item was not in as new condition, the agitated response I got was "do me a favor - pack the watch and send it back to us, we will gladly issue a refund". Well, first of all, Saul clearly has no idea how to choose a proper tone since MP was not exactly in the position to ask "for favors". I asked if I could get a replacement instead of a refund, I was told they don't have a replacement. I told I like the model and asked if they could at least contact a local AD and have them polish out the dents, I'll be fine with that. I have been following up weekly for a month, and all I received is that they are still working on it. I was impressed by the sheer amount of ignorance in taking care of this and eventually I visited the local AD that they were supposed to contact. The AD said only the manufacturer has the equipment that would be able to take out the dents and they would not be able to do it. So 6-8 weeks later I have no response on the matter from MP. To summarize, one star off for the lack of honesty describing the condition of a watch in a sale. One star off for poor manners handling the situation. One star off for misleading about the promised after sale service. I believe that one of the most important things in this high-value item business is integrity, and these gents failed to demonstrate it on multiple levels.

P.S. they also did a great job paying off yelp to remove my negative review. Extra star...

I was in Chicago on business and decided to stop in briefly as I was staying only a few blocks away and had heard good things. As some background, I am a very young guy (early 20’s) and though I dress nice, I’m used to being judged when walking in to luxury or high-end stores. It was the middle of a week day and the store was not busy at all, so I figured it’d be an appropriate time to take a look at the inventory. When I walked in, I was quickly welcomed by one the reps. Within the first 90 seconds of talking I headlined by saying that I was simply looking and had no intention of buying a watch today. Immediately, he stopped talking, walked away, and signaled to the security that I needed to leave. Seeing what had happened, I asked if he wanted me to leave and he said no. But I felt so uncomfortable that I felt forced to go. Even though I am young, I could afford most of the pieces in the store and was genuinely looking for my next watch to add to the collection. No I did not have any plans to buy at the moment, but I would’ve easily done so had I found the right timepiece. One of the most unvomfortable shopping expieriences of my life thus far. Again, I’m used to being judged because I’m young, but this was beyond that. It’s a shame, the store has wonderful watches but not so wonderful sales reps. I can only speak for the gentleman who helped me, not the entire company, but I expected...