Rolex Boutique International Market Place — Local services in Honolulu

I’m happy to be the 100th Google review for this amazing store.

The search for my grail watch has been a long and arduous quest to say the least. I’ve visited several stores and placed my name on many “waitlists,” but I could have saved so much time and heartache if I began my journey at the Rolex Boutique Tourneau at the International Marketplace Waikiki.

Before I begin I want to give a shout out to Yuki Balunso. She’s an amazing person who made me feel like family and not just another name buried in a mountain of waitlists. She fought to get me my grail watch, the Yachtmaster 42 in white gold on the oysterflex bracelet, and I highly recommend her and Rolex Tourneau. If you want a Rolex and don’t like to read, just go walk in to the boutique and ask for Yuki. Trust me you won’t regret it.

I moved to the island in Jan 2021, and since that time I’ve been to multiple ADs, mainly Ben Bridge at Ala Moana. My experiences at Timeworks Ben Bridge ranged from pleasant to extremely annoyed depending on who I spoke to. Every time I’d visit they had me fill out a card and told me that it would be at least 6 months to a year.

Some sales people Ben Bridge would also try and get me to buy other items and said that they’d prioritize me if I bought something else, which I did on Christmas when I bought my wife a set of diamond earrings. I thought that would be enough, but come to find out they’d prioritize those who buy other less desired watches. Why would I buy a watch that I won’t love? Timepieces are very personal and sentimental.

Fast forward to Sunday May 1, 2022, my wife and I were in Waikiki and we came across the Rolex Tourneau Boutique and decided to walk in. Immediately, I was greeted warmly by Yuki Balunso. She patiently answered all my questions and was genuinely interested in our story.

I’m an active duty Army Officer with 18 years of service. My wife and I got married in December 2021, and she wanted to buy me something that I’d never buy for myself. She knew that I secretly was lusting after the Yachtmaster 42 in White Gold, and told me she wanted to buy it for me. Lucky me :) haha.

Anyway, after talking to Yuki and expressing that we were ready to purchase the watch whenever one came in stock, she took down our information and said that she’d call my wife once it arrived. She said that it would probably be a few months, which was to be expected. I walked out of that store feeling good and hopeful.

A few days later on May 5th, when I was at work I got a text from Yuki saying she had a few questions for my wife. So I called my wife and told her to contact Yuki. Minutes later my wife called me very excitedly and told me the watch had arrived!!

We’re both at work and we cut out early to head down to Waikiki. Once we arrived, Yuki and the manager greeted us and congratulated us on the watch. She took us to the seating area and offered us bottled water and chocolate. We really felt like VIPs. After a few moments she brought out the box and placed it in front of me. I took my time opening the box and taking it all in. The watch was perfect and everything I dreamed of.

I can’t say enough about amazing the entire experience was. I thought it would be a few months before I got the watch. I had no idea that I would be walking out of the store with the my grail watch 4 days after my initial visit. Thank you to Yuki and the entire Rolex Tourneau team. You made me and my wife very happy, and I will definitely be going to your store for any of my future...

Locals Not Serviced Here Walked in on Sunday September 27th around 2pm with hopes of making a new relationship since my long time watch salesperson at another high end boutique (18 years) has been sadly furloughed due to the pandemic. Unfortunately this was unsuccessful since the salesperson seemed to only want to work with tourists and wanted nothing to do with me being a local (more about this later).

Doors wide open since the air conditioning wasn't working and surprisingly no security guard anywhere to be found. I'm pretty sure their insurance policy would says otherwise. There are two salespeople in the store, one Asian male behind the counter and another Asian female towards the rear. I walk in and no one bothers to greet me or say hello. First thing I notice is how full the display cases are with hardly an empty slot. Those who frequent Rolex stores know how empty the display cases have been for the past 5 years or so, this was resembling the showcases during 2008-2011.

I'm looking around for a couple minutes and still no "hello" or "how are you doing". Nothing! No conversation starter or even a care that they had a potential customer browsing the store. Feeling ignored I approached the male behind the counter and sincerely asked how they have been doing. Commenting on how full the display cases were. The male salesperson goes on to explain how they are doing good because they have a lot of clients they just ship to that aren't here on island (likely why he had no interest in helping a local). A little surprised by his response I made a comment saying that I was curious to see what stainless steel sport models they may have since tourism had been almost non existent. He responds: "we don't have any since the whole sports lineup has just been revamped" which is not true. I responded: "the whole lineup? Only the subs have been revamped with the GMT, Daytona and Sea Dweller staying the same". He hesitates then finally agrees that only the submariners have been replaced which is completely different than what he just stated a minute prior. He goes on to tell me that the other sport models are impossible to get and basically dismissed me. I understand that a lot of people go in to a Rolex store asking only about stainless sport models and that sales people are tired of it, but at the same time he was never interested in my business and never took the time to learn that I was actually looking for something to get my wife for her 50th birthday.

While we are conversing, Two Asian women walk in and he immediately greets them while I was still in front of him. At this point I'm extremely frustrated and feeling discriminated against. I didn't say anything else and just walked out.

Lesson learned that this Rolex store does not welcome local business. Extremely unsatisfactory! There are two high end watch stores at Ala Moana center that truly make locals feel welcomed and deserve local...

I've vacationed in Hawaii several times a year and have visited this Rolex location three times over the past year with high hopes of finally getting my first Rolex. The store has many positive reviews, which initially gave me confidence in the experience.

My first visit was encouraging—after sharing my name and Wishlist, my SA noted it down and said he’d stay in touch if anything became available. Unfortunately, nothing came in, and I left that trip empty-handed.

Before the second visit, I reached out to SA a month in advance to check on inventory and the chances of availability for the pieces on my interest list. We also coordinated via email on a time when he’d be in-store so I could stop by. He responded with some options, and I visited during one of those times. When I arrived, I greeted him and reintroduced myself to jog his memory. He seemed a bit surprised to see me and asked again what I was interested in, which wasn’t very reassuring. I reminded him of the models I was hoping for and was told once again that he’d reach out if anything came in. Unfortunately, nothing did, and I left that trip without a watch as well.

On my most recent trip, after another round of emails to check in, I dropped by once more. I was again met with, “Who are you?” and “What do you want again?” he seemed preoccupied with something or another client in the back and, rather than engaging, handed me a business card and told me to register my name through a link and email him my interests again. At that point, it became clear that I was never actually registered in any system, and after three visits and consistent effort on my part, I can't say my experience has been anything other than a big disappointment.

I understand the challenges around Rolex inventory, but the lack of follow-through and personal engagement has made the whole process feel impersonal and disheartening. Based on my visit I would not recommend this location.

Edit (06/09/2025): George, the store manager reached out shortly after and explained the situation that it was a new client tracking system that got implemented recently. He assured Kevin and him would do their best on my next visit.

Fast forward 6 weeks to my next visit and after texting to check in with Kevin when I arrived to the island, he was able to find me my long awaited submariner date before my departure. It was a very pleasurable visit while picking up my timepiece; I was able to try on several of the exhibition pieces there including the new reference Daytona Meteorite Oysterflex which one day I would love to get offer the chance...