Bucherer 1888 Madison Ave and 53rd St — Local services in New York

As a longstanding patron of Bucherer, I am utterly disappointed and disheartened by the appalling lack of customer service and professionalism exhibited by the store, particularly by the store supervisor, Cindy. Coming from a family with a five-generation retail business in New York City spanning over a century, I have always valued the importance of customer loyalty and satisfaction. My family and I have been loyal customers of Bucherer for three generations, having purchased numerous watches from them over the years. However, my recent experience has been nothing short of a nightmare. Two years prior to my 50th birthday, my son diligently went to Bucherer and spoke with Bliss about two specific watches as a special gift for me. Throughout the waiting period, he maintained communication with the store and patiently awaited the arrival of the watches. Shockingly, a year and a half into the waiting period, Bucherer contacted my son, proposing that we would need to think of a plan B and C to make my 50th birthday special. Despite our longstanding relationship and previous purchases. A week prior to my 50th birthday Bucherer had informed my son that none of the options would be possible. To add insult to injury, the store supervisor, Cindy, intervened with a dismissive and disrespectful attitude, attempting to push inferior alternatives with obnoxious comments that were completely uncalled for. It is utterly unacceptable for a store, especially one catering to the esteemed clientele of New York City, to treat loyal customers in such a deplorable manner. The lack of accountability and professionalism displayed by Bucherer, particularly by Cindy, is deeply disappointing and reflects poorly on the values of the establishment. I urge potential customers to think twice before patronizing Bucherer, as their disregard for customer loyalty and satisfaction is truly appalling. My family and I will be taking our business elsewhere, where it is genuinely...

Jordan helped me got my first Rolex!!! Jordan has been super friendly and helpful throughout the initial inquiry, waiting, and purchase of my Milgauss (116400GV).

I have been eying the Milgauss for a little while. From my research, I discovered that it was one of the less popular (and pretty polarizing) lines that Rolex makes, and as a result, I thought it shouldn't be difficult to buy from the if I search hard enough. And boy, was I very wrong!

During my visit to Manhattan on the May 7-9th weekend (I live in Seattle), I decided to try my luck with Rolex's Authorized Dealers around town. I first visited the Rolex Boutique Wempe, and they had nothing for men, so the sales associate just wrote down my name. I then visited Tourneau just around the corner, and was greeted by Jordan. I expressed my interest in Milgauss, but was told that they only have new Cellini, so he took my information. Jordan also showed me several certified pre-owned Rolex. Since I was pretty fixed on getting the Milgauss, I just marveled over their pre-owned hulk, batman, and other used Rolex watches. I visited another three ADs in Manhattan thereafter and got the same answer: there's nothing available and they'll put my name on the wait-list.

Fast forward to Wednesday, June 16th, I got the call from Jordan, AND HE HAS A MILGAUSS FOR ME, if I could go pick it up soon. He was kind enough to hold the Milgauss for me, as I book my flight to NYC on the same weekend. I took a red-eye into NYC and picked up the beautiful watch first thing Saturday morning. Jordan was super awesome to work with, he sized the watch for me and even adjusted the time to PST for me.

I truly enjoy my watch and thank you so...

Very Bad Experience at Tourneau Bucherer, 53rd Street NY

As a loyal Rolex customer who has visited boutiques across many countries, this was unfortunately the most confusing and disappointing experience I've had. I visited the 53rd Street location and spoke directly with Joan Nadal, asking if they had any available Rolex watches that were not allocated or on a waitlist—specifically those open for purchase. I was upfront about being a long-time Tourneau client, with my primary AD located at the Pentagon, VA branch.

Joan showed me two Rolex Day-Date models, one of which I was seriously interested in. He assured me that my existing relationship with another Tourneau branch would not impact my ability to purchase the watch. After discussing it with my partner and pushing ourselves to make the purchase happen, we prepared everything necessary to move forward.

I even received a follow-up email from Joan expressing continued interest and reinforcing the impression that the watch was indeed available for me. However, after all the effort and stress, I was suddenly informed that the watch was not actually for sale, and that they would simply refer my interest to my home branch.

This experience was incredibly frustrating—it felt like we were led on, only to be let down at the last minute. It’s disheartening when a brand you trust makes you go through so much, only to turn you away without clear communication.

I hope this serves as an honest review for all Rolex enthusiasts and loyal customers out there. Be aware—some ADs may not treat your loyalty or financial commitment with the transparency and respect you deserve, no matter how much you’ve spent or how long you've...