Bucherer 1888 TimeMachine — Local services in New York

Back in 1996, I have purchased my first Rolex Submariner 14060 at Tourneau which is now called Time Machine. Back then, I was working for Al Pacino who had his office on 57th and 8th ave in the 80's - 20's. Back then, the Tourneau VIP card was a business card that says VIP on it. Pretty recently, I have purchased accessories like my Patek Aquanaut strap in NYC and Oyster Perpetual Pink Dial for my wife at Vegas Caesars Forum.

Few months ago, I was visiting NYC and walked into Tourneau on 57 street and wanted to inquire on purchasing Submariner All Gold timepiece and also, Cosmograph Daytona Oyster, 40 mm, yellow gold Reference 126518LN. I spoke with Jorge A when I was there.. he was pleasant then and I told him that I was on a list for Gold Submariner in Vegas and he also told me that I cant request one watch at 2 different locations which perfectly makes sense. I told him I understand that I wanted to have Vegas take me off the list because Maria at Vegas called me left a voicemail and told me that the gold was available for me and when I texted her.. she didn't reply and then I called her and she said its no longer available which was horrible customer service after she said its available for me to purchase. That is why I wanted to get off Vegas Bucherer list. I did call and told Maria but no response at all. I let him know when I wanted to be on the list for the Dayton nicknamed Pikachu 126518. He gave me his card and I have emailed Jorge and texted him numerous times that I am interested. He emailed/replied once and said:

"Evening Mike, Thank you for the email and I will check once I return to the store on Tuesday."

I replied and said thank you.. That was the last time I heard from him after numerous attempt of emails trying to reach out to him. This is the main store?!!?!? HORRIBLE! He never got in touch with me... Is that how Flagship store handles their clients? Brushing them off after I have been customer since the 90s? Let alone, I have bought numerous Rolexes for my wife 2 Oyster perpetual with different color dials and now, I have purchased 2 Submariners as well. Let alone I have purchased 2 other Rolexes at Ben Bridge in Colorado Springs, CO. I am making the point because Tourneau/Bucherer is ROLEX! I guess its their motto to Ignore their customers?

I wanted to have a relationship with NYC Tourneau because I wanted to expand my collection with buying preowned AP's and adding on to my Patek Collection as well as Rolex Collection. Also, I have a collection of Vacheron's as well. I wanted to purchase above at NYC Bucherer but not anymore. BAD MOVE Tourneau/Bucherer!

After this experience, I will never buy from any of the Bucherer/Tourneau stores again. Word of advice, respond/reply/call back when a customer want to purchase numerous watches from you!

Luckily, I found a Rolex retailer that is top notch with wonderful staff and I got one of my wish list Rolexes as you can see in the photos.

Thanks for nothing Jorge! You missed...

This was the worst shopping experience I ever had.

Points of Concern: Lack of Ownership: The sales manager refused the refund because the package was received by a stranger without my approval. Fortunately, the package was eventually sent back to Bucherer. If UPS had mishandled the situation further, it should not be my responsibility to file a police report. Missing Communication: There was a period of over 10 days with no communication from the sales manager, despite my multiple emails, calls to the number in the email signature, and calls to the retail store. This lack of responsiveness is unacceptable and has added to the overall frustration. Delivery Delay and Initial Refund Refusal: The package failed to deliver on time. The original sales representative refused to process a refund and offered only an exchange. The refund was finally approved after I escalated to the sales manager. Extended Process Time: The entire process has taken an unreasonable amount of time and has caused significant inconvenience while I am out of the country. The delays and lack of communication have been extremely frustrating. Unprofessional Handling of Delivery Issues: Despite my request to return the package and UPS concluding it was lost, UPS attempted to deliver it a month later, and it was signed for by a stranger. Product Knowledge: The original watch is dated 1990, but the dial was not from the same period, even though it is authenticated by Rolex. The sales representative had zero knowledge about the history of the watch.

Timeline of Events: May 4: Placed the order in-store at Bucherer TimeMachine for a $20k Rolex Daytona. I was told it could be delivered to my NJ address the next day. May 8: The package was not yet delivered, and I will be out of the country for an extended period. I asked the sales representative to intercept the package and ship it back to proceed with the refund. UPS received this interception and started shipping it back. May 22: No update on the refund process. May 25: Reached out to the sales manager for an update on the refund process. May 28: The sales manager started an investigation process with UPS and promised a result by June 4th. June 5: UPS concluded that the package was lost, and the claim process began. June 10: No updates for 10+ days. I emailed the sales manager multiple times, called the phone number from her email signature many times, and contacted the retail store many times, but no single call was picked up. I also called Bucherer customer service, but they could only forward my request to the retail store. June 11: UPS somehow delivered the package, but it was signed by a stranger. June 12: The sales manager finally emailed me back but refused the refund because the package was delivered and suggested I file a police report. June 13: UPS updated the status and sent the package back to Bucherer. June 14: Bucherer received the package and eventually started the...

I went into Bucherer on 57th to inquire about hopefully buying a watch I had been eyeballing for some time. I had not planned on stopping in originally but then as I passed by I decided to stop in just in case. Admittedly, I was probably not dressed in a way typically seen as suitable for the establishment in the eyes of most people. So I was hesitant about going in because of my dirty work clothes, decided to enter anyways. However upon entering, none of that even mattered. I was greeted in a very courteous manner with smiles and was offered something to drink right away. I started talking with Sophie(Rolex Ambassador) about what I had been wanting. I know some Rolex models had been very hard to get, and this being my first potential Rolex purchase I have been informed by many AD's that this makes my chances even lower of getting the call and that clients with prior purchase history would get first dibs. Even though that was not explicitly stated to me at this store, I had assumed it would be the same way. Sophie sat down with me and took the time out of her day to sit down and talk with me not just as a client but almost as a friend. We talked about watches of course and then about family and things we have done, places we have been and even hobbies a little. I waited MUCH shorter time than expected because only a few days later, she calls me saying the watch I wanted came in. I had shown genuine interest in the watch and got first dibs on it! She was beyond helpful and extremely courteous and professional amongst the entire process. I was of course excited as I picked up my very first Rolex, and she seemed to share the same excitement with me as we got it fitted, and made sure I absolutely loved the watch. I walked through the store both occasions I stopped in and was asked by many of the staff how my day was and if they could get me anything or answer any questions. The store is also a showpiece in itself. There isn't a fingerprint on anything in there, people cater to every need you may have and the whole environment just brings a wow factor from the moment you walk in. It seemed as if the store did not want you to simply walk in and feel like a customer, they want you to feel like family and you are entering their home. This store definitely has a customer for life from me, and I appreciate help from everyone but especially Sophie, as she spent the most one on one time with me. Cannot wait to become more a part of the Bucherer family as...