Rolex Service Center Dallas — Local services in Dallas

I purchased a brand new Rolex Day-Date 40 from an authorized dealer this past summer. After a day or so, I noticed the watch was not keeping time. Since the watched was sized to my wrist at the time of purchase, I could no longer return the watch as per Rolex's policy. I was stuck with the decision to have a brand new $40,000 watch sent in to the Dallas Service Center for repairs.

The customer service is almost nonexistent at this center. Once your watch arrives at their facility, they lack transparency with the customer about what is being done with your watch. You basically are at their mercy and have to sit tight, grin and bear it. After 6 weeks of repairs, my watch was ready for pick up at my authorized dealer. To this day, I still have not been given definite information about what was wrong with my watch, nor what was done during the service.

Now, here is the most disappointing part of my experience. Upon arriving to pick up my watch, I immediately noticed the watch casing, bracelet and clasp had been scratched to the point of my watch looking unrecognizable, almost as if they returned a used watch back to me. Please note, I own over a dozen other Rolex watches from many years of collecting and not one of my watches, new or old, look the way this one was returned to me. My brand new watch that I had in my possession for a mere couple of weeks was damaged by the careless people at this service center. With the price point they charge you for these watches, you should receive nothing but white glove service. Shame on you Rolex!

In addition, the service manager, Cheryl Cummings, who I contacted about my watch's damages offered nothing but a buffing of the damaged areas or a replacement of the case-back and clasp only. What about the bracelet? Of course, she thoroughly denied any wrong doing on Rolex's part and gave this as a final courtesy offer. But what she did not know was I had the watch appraised for insurance purposes and had it evaluated by another authorized dealer the same day I handed it over for the repairs. Thankfully, included in this were detailed photos of the watch with zero scratches or damages! My correspondences with Cheryl clarify the lack of customer service at the center. Her rude demeanor and out and out lies about the facilitation of my watch's service are solid examples of how Rolex needs to improve their service center staff.

Rolex needs to take responsibility for the careless mishandling of my watch. I am at a point that this whole situation makes me cringe at the sight of my watch, making it unbearable to enjoy wearing. I am stuck with a damaged timepiece and a denial by Rolex. Had I been in a Rolex store shopping for a watch and decided to throw one of their watches clear across the store causing damage to it, I am sure Rolex would have come after me for doing so. How is this any different from what they did to my watch?

Also, I filed a formal complaint with the Better Business Bureau that remains unanswered by Rolex. Makes...

Sent my 126600 Sea Dweller (43MM anniversary from 2018) in as it started running over 60 sec per day slow. While I sent in mid/late August, got a response / quote back Sept 4 (COVID, slow, OK, give them a pass).

Despite watch being under warranty, I was told that I would be charged for a full service ($502) since they felt the slowness was due to impact damage. Watch has never been dropped. Any damage on the bracelet / case would have been due to routine wear and perhaps an inadvertent hit against a door nob/railing, etc. As we're talking about the ultimate tool watch designed to go 4,000 feet under water, etc I found that to be odd but did not complain; I just wanted my watch fixed and sent back. I also mentioned a scratch on the crystal & agreed to pay ($158.40) for that as well. I was also told that due to COVID, approximate wait time would be 8 weeks. At about 10 weeks, I contact to ask about the status & am told it's "in assembly; maybe three weeks longer".

A couple of weeks later, I receive a phone call telling me "your watch was damaged beyonds repair by us (the case)". A new case needs to be ordered from Switzerland. Huh? I ask how it was damaged; where the damage is? Response: sorry, we cannot share that. Oh and by the way, it will take 6 - 8 weeks to get the part. Needless to say I'm not happy but eventually, after a few more calls, venting, etc. (and frankly not much choice) I relent. This is all happening mid November.

Fast forward to mId January 2021. a new email form Rolex Service, Dallas: We're still waiting on your part from Geneva (projected an additional 6 weeks to come in). This is AFTER the 8 weeks form when they told me the damage had occurred and it would be 6 - 8 weeks additional.

Back in November 2020 (yes, we need to but years in fort his post!), I had contemplated going on line to various sites and posting about my experience but felt I'd see how it was resolved prior to doing so. Now that I sit here a full 5 months from first contacting the Dallas Rolex Service center about getting my watch serviced and no idea when (or in what condition) it will be returned, there's not any resolution that would have me give them better than a 1 star review. They took for ever to do the initial work, then negligently damaged my watch. You'd think after that occurring, they'd expedite the resolution! Additionally, despite language within their own service quote stating "In the unlikely event of loss or damage, your watch will be replaced with a current or similar model ..." they have not offered me anything other than waiting endlessly for a part to replace their own grossly negligent handling of my watch.

My choice to send my watch to Rolex USA so it would be handled more carefully than at some other certified repair facility was clearly not a good one. You decide...

I lost my dad as a teenager. Flash forward a few decades, rummaging through his old jewelry, cuff links, watches, I picked up his old bubble back wristwatch he used as a work watch. He even put a twist o flex band on it - real popular in the 60s/70s!! 😁 Covered in grime, I wound it up and it worked perfectly, after having sat in that drawer for 3 decades. Excited to get this heirloom cleaned, I took it into the Dallas Rolex repair shop, bought an aligator band for it, asked that they clean it up. Honestly? They acted like they were put off completely! They seemed shocked it still worked perfectly. I explained my dad died of cancer ages ago and this was in his things, and I planned to wear it daily in remembrance of him. Months rolled on by as the watch sat forgotten in a drawer ( Their own explanation not mine). I got a bit stern asking for my watch to get cleaned and retuned to me stat, it was taking a ridiculous amount of time (6months at that point) just to be cleaned! I finally got the watch back, but unhappy with what they did, I took it to Hans the watchsmith in Houston, who did a great job cleaning it up thoroughly and shipping it back to me… the reason I am rating Rolex repair in Dallas so poorly is because Hans called me and asked if I realized that ‘Rolex marked my watch irreparable’!!!!! When it was WORKING!!! It just needed cleaning!!! How in the F dare they do that to a family heirloom, a watch that was working perfectly, and simply needed to be cleaned up?!? This was clearly done out of spite, and I have no answers as to why they were that ugly. Thusly, this is the first and last Rolex in my Watch cabinet, filled otherwise with Breitlings, Oakley’s and tag Heuer. Rolex, unbelievably and sadly, went out of their way to disrespect and disregard my father’s memory and he was a GREAT...