Jaeger-LeCoultre New York Store — Local services in New York

Buying a timepiece of this caliber is more than just a purchase, for most it's to mark an occasion, an event of success, or to collect for artisanal purposes, mine being the former. JLC being the renowned watchmaker's watchmaker was experienced first hand with their high standard of service in their Madison Ave. Boutique.

As I entered I was greeted by Mr. Hoc Tran, who walked me throughout the story of each piece, the complications, and what it stands for in Maison's vision. His passion for watches of all categories added a sense of reassurance and personality to the buying experience. Something that is rarely seen in today's boutiques. His attention to detail and knowledge will ensure that you will enjoy your piece for years to come, knowing that it was reviewed by one of JLC's best SA.

I do implore others to stop and visit the boutique for yourself. The customer service alone is worth the trip. I've had my eyes on the 1368480 for some time now, and seeing it in person along with other pieces Mr.Tran introduced me to definitely solidified...

Let me start by saying this isn't a review of JLC but rather a particular Sales Associate in this boutique. I met with Daniel Santillana-Rodriguez back in October to look at some Reverso watches. I found one that I liked, but I told Daniel I needed some time to think about it. I asked that he please email me the details of the watch/strap I was interested in. After not receiving a follow-up email, I contacted Daniel directly via email and received no response. While it's possible this Sales Associate was not interested in making a sale, I cannot help but feel I was not taken seriously because of my age (I am 30). So, when I was ready to make a purchase, I instead worked with the JLC Costa Mesa boutique in California. Needless to say, I am loving my new Reverso! Nevertheless, I hope that this Sales Associate learns to take all customers seriously after having lost my business to another boutique/much more helpful JLC...

I sent in my fathers watch for repair as it broke under warranty. I was told this watch was not fixed through this vendor and was, therefore, not their responsibility. After rummaging through bank statements, I found the watch was indeed fixed by this vendor. After showing proof, they finally accepted the watch only to charge $1900 weeks later since the watch received “excessive damage” (the watch was in a safe since the original repair). This was certainly not the level of customer service I expected from a luxury watch brand.

The store manager did everything she could to make it right. She offered a discount and a credit. She was incredibly kind and accommodating even though I was outraged and abrasive. However, her ability to help was still limited by a company that after charging me thousands of dollars, did not properly fix my watch and refused to honor...