Swatch Times Square — Local services in New York

Absolutely the worst experience I’ve had in a store. I bought a strap for my watch because the guy there said if I order it in store I wouldn’t have to pay shipping. I bought it and they asked me to write my address on a post it which I was super hesitant about. I said I wanted to be there when they processed my order and they said they would do later but that I shouldn’t worry since I would get an email as soon as they entered my details. I never got an email or text nothing and I was going back home the next day.

I called for 2 days to this store no one picked up. Today finally I talked to the manager, she said they could only verify with the receipt which I didn’t have anymore because the woman there said I should only worry about the email confirmation. The manager was EXTREMELY RUDE and even hanged up on me. She was telling me “don’t you know how companies in this country work, you’re supposed to have your receipt”. When I described the guy who helped me she said she doesn’t knew anyone like that when before when I talked with someone in the store they knew exactly who it was, it was Alex. She said she doesn’t know the people who work in the store and hanged up. I called again and they said sorry we can’t help you saying I had lost my money. Thankfully I had my credit card transaction. I called Swatch general support (not the store anymore of course) and they told me there they had the order number so to call back to the store with the order number. I called back and the woman who picked up was like I’m sorry we can’t help you we are not able to find the order when I they didn’t even ask for my name or order number. I called swatch support again (not the store) and he was shocked they didn’t help me. He said apparently my order had been cancelled on Monday. He said he would talk to them directly, that they shouldn’t be treating me like that and that I should get my refund.

After an hour I got a call from a person in the store (Alex) saying they would give me a refund. When I ask why my order was cancelled he said it was because the cashier never added my address to the order and they had to cancel it.

I just think it’s funny when I told the manager “I’m 99% certain that the cashier didn’t enter my details”, she said “that’s impossible our employees are trained to always do that”.

Anyways we know to which store I won’t be coming again. TERRIBLE...

My wife and I recently visited your store in NYC (Times Square - Store #296). We were greeted by Zena, a sales associate at the store. Zena was very knowledgeable of Swatch’s history and ALL of the numerous watches we asked her about. As we looked around the store in search of a watch to purchase, Zena was so attentive and very intentional about helping us find a watch that we liked. She was not pushy, rude, or even money hungry. Zena displayed extreme patience with me and my wife to the point where we felt that we were the only ones in a packed store full of patrons. As visitors of NYC from Maryland, me and my wife have been to numerous stores and restaurants. Our Swatch experience with Zena was the absolute BEST experience we had during our entire stay in NYC. We were so impressed with Zena going above and beyond to make sure we had the appropriate information for each watch we asked about and also she took her time as we decided on each watch. Her sales expertise was so phenomenal that we ended up purchasing 6 watches and even told our friends to meet us at the store and then she even took her time to help them purchase about 9 watches (which none of us anticipated doing). I asked to speak to a manager to express our sincere appreciation for such great customer service. Zena let us know that he was downstairs handling business and he may take a minute to come up. Tyler who is the store manager came up immediately not knowing what we needed. Tyler met us with a huge smile in anticipation to find out what we needed. Tyler stopped what he was doing to listen to us share our experience and he was extremely attentive and appreciative of the feedback we shared with him regarding Zen’s professionalism and excellent customer service. This store was by far one of the greatest customer service experiences I have ever had. I am writing because the company needs to be made aware of not only complaints but also compliments. I am not from NYC but will definitely return to this store because of the great experience that we had today. I would really like someone from Swatch to contact me about this experience although it was great I really think that their performance and skill needs to be acknowledged and applauded. Thank you Zena and Tyler for an amazing experience today! Not only will I be back but Swatch will be where we...

Stay away from this store. I had such a bad experience at this store that I had to write a review. Here it goes...

I recently bought a swatch as a birthday gift for my 6yr old. Me - impressed by the life time warranty and life-time battery replacement, son - impressed by the spider man design.. The watch costed a good 50 bucks,though on first look at the store, I wasn't as impressed as it looked nothing different from a watch I got at Walmart for $8 ..I kept convincing myself to buy it as it was Swiss made and this is a special gift for his birthday..

My ordeal starts..

The buckle broke within the first week. After a week of my Son reminding everyday to get it fixed, I took it back to store again..I was expecting store to either replace the strap or the buckle or in best case exchange the watch..

The store associate took me to one of the corners of the store and took out a box full of replacement parts and started matching the broken buckle with a replacement.. he couldn't find the right size/color. First he suggested replacing it with a bigger buckle ( from an adult watch ) , then with a pink color of same size (mine's red ) or with a black as he thought that would match the spiderman theme.. I suggested if he could replace the strap. Only choice offered was to choose one of them. I said then I need to return it. He said I cant. I requested to speak to store manager and she said that I cant either return or exchange without a receipt and a warranty. There aren't many swatch stores around and the factory store cant fix/ exchange/ take return of an item bought 3 weeks ago without a receipt... So Beware before you buy the cheap plastic watches and dont be fooled by life time warranty.. I...