Lux Bond & Green — Local services in Montville

BUYER BEWARE!!!!!! AVOID SHOPPING HERE UNLESS YOU WANT TO BE TREATED LIKE DIRT

Unfortunately, I write this review to share with you one of the worst shopping experiences I have had shopping for a luxury item. This past weekend, I went to the Lux store and purchased a Rolex watch.

The sales rep Hayley Fogg was very accommodating, friendly and cheerful. However, I cannot say the same of the Assistant Manager (Stacie) nor the General Manager (Bonnie). I felt humiliated, belittled, and was treated with an extreme amount of disrespect and debated whether or not I should have simply just left and purchased the Rolex datejust elsewhere. The only reason why I had not was because I knew it was a hard to find item and had been searching for that exact model (Datejust, 41mm, white dial, roman numerals, non fluted bezel, etc.) for some time. I felt embarrassed and humiliated and still steaming from this experience.

After having selected and carefully looking at the Rolex Datejust model on display, I asked Hayley to wrap it up. This is when Stacie got involved and asked for my ID. I had no problem handing over my Florida driver's license. I also had a US Passport photo ID card which I provided and my credit card. It took roughly 25 minutes before I was told the scanner does not work (it looked like an iPAD scanner) and that the scan would have to be done. When I asked what the issue was, I was told the barcode on the back of the FL ID was not being picked up. After being at the store as the ONLY customer for 40 minutes, my patience was running very thin.

I asked what was being checked and they mentioned there was a lot of fraud, and specifically credit card fraud. I offered to pay cash even though it was a hassle, but I was told the ID would still need to be used. At this point, my wife was getting very impatient since she was very hungry and we had dinner reservations. I asked her to proceed to the restaurant without me. After another 10 minutes, I had to use the restroom so I asked for directions and received a very condescending answer to find it myself.

I returned after using the restroom and asked whether the transaction was completed. I was told that the ID was fake!! And that they had reversed the transaction! This came to me as a complete surprise. I informed them this is NOT a fake ID and was issued by the FL state. I have another ID from CA if that would help and offered this as well. This ID did finally scan. However, I was now concerned that now there would be a fraud alert on my credit card that was just used since the purchase was done, then reversed and now it would be attempted again.

I was under the impression that after the ID was scanned, and credit card transaction did go through I was ready to go. However, right before leaving, Bonnie whispers in the ear of Hayley and then she asks for the address of the credit card.

As I'm sure you can imagine, this is extremely embarrassing, I am nearly an hour late to dinner with my wife and highly inconvenient to say the least. If you'd like to discuss on the phone, I'd be more than happy to, but I was simply aghast by the extreme lack of professionalism by Bonnie and Stacie and their suspicious demeanor and how I was treated.

As I mentioned earlier, the sales rep Hayley was friendly despite the rudeness and appalling descending manner of Stacie and Bonnie.

I can’t help by wonder whether I was treated so poorly because of how casually I was dressed or if it was because of my ethnicity. I came away from this shopping experience feeling like a suspect and criminal and have never been treated so poorly.

Wouldn't even TAKE my CASH that I offered to pay because they FALSELY ACCUSE me of FRAUD and a FAKE ID?!?! Can you believe that NONSENSE! Surely they want business rather than try and push customers away. PLUS I got DOUBLE CHARGED which I am STILL disputing with my credit card!!

BUYER BEWARE and of judgmental, condescending employees at this store. You would think they would appreciate the business in this climate during...

My experience with Selena was by far the best I’ve had with any jeweler throughout the Tri-State and New England.

Aside from being knowledgeable, Selena is great at providing guidance and managing my expectations.

“A 41mm Mint Green Dial isn’t easy to come by but it’s possible.”

Low and behold, a few months later I now have my first Rolex and it’s exactly what I wanted.

If you’ve been shopping for a Rolex and have experienced “you’re never going to get that color” from other jewelers, this message is for you: Visit Lux and Bond at Mohegan Sun because they are fair in allowing everyone to sign up for a Rolex watch (and actually logging you in the system) and ethical, meaning the manager isn’t selling watches to their best friends or local jewelers to resell on eBay.

Id also like to mention the whole staff was very friendly and far from pushy. Always nice when they encourage you to sign up for something you actually want :)

Thank you to everyone at Lux Bond...

I have visited many, many Rolex Authorized Dealers around the country, and they’ve all been different levels of “excellent,” but my experience at this casino-based establishment was exceptional.

I visited the store looking for a certain piece, a piece that everyone is looking for. Instead of being dismissed as yet another “looky-loo” by the staff, I was brought to a private spot to discuss what I wanted and what my options were. Tiffany listened intently to what I wanted, gave me realistic expectations about what they could promise, and offered me an excellent ear to speak to. She legitimately seemed to care about my thoughts, and never once looked over my shoulder to see if there were other sales she was missing by not selling me a watch they didn’t have.

An overall outstanding experience, and one that does credit to the brand. I never thought I’d be happily fine-item shopping in a casino...