Watches of Switzerland — Local services in New York

Extremely poor customer service after having purchased watches around $50K. Shady business practices. I am appalled as to how these people work and try to get money out of customer’s pockets. Wish I could give them a negative rating. BEWARE!!! 6/21/24 – Dropped in an Omega watch purchased from Hudson Yards (which was under warranty) for a battery replacement. 6/28/24 – WOS emails us “their watchmaker changed the battery but “the watch failed the pressure test and the watch is not running within spec. The watch is gaining time, high consumption, Service is Required after which an estimated service cost would be generated” 6/28/24 – We informed them once again that the watch is under warranty for 5 years (provided the warranty cards) to which we were told at this time we only needed to approve the watch to be sent to Omega directly. 6/29/24 – We approved the watch to be sent to Omega directly. 7/30/24 – WOS emails “The watch has been reviewed and assessed and requires only MOVEMENT RESTORATION: $525.00” 7/30/24 – We asked them as to why the warranty provided by Omega/WOS wasn’t taking care of this issue to which we were told that they themselves do not know as to why we were being sent an estimate and had no explanation. How inefficient! 7/31/24 – I finally called in Omega directly and was told that they have already asked for a proof of purchase from WOS and once this was provided the watch would be fixed within warranty. We were never informed about this by WOS and I had to send them the information received by Omega directly. 8/2/24 – Sent in a follow up to WOS about providing the docs but no response. 8/10/24 – Sent in another email and were then told by WOS that they don’t have a proof of purchase as it was bought from another WOS location. Once again, extremely disappointed with thier inefficiency as we did bring in all the docs at the time the watch was dropped off. 8/12/24 – Provided WOS the proof of purchase over an email. 8/12/24 – WOS confirms on the email “I spoke with the service center at Omega and it looks like everything has been cleared up at they will perform the services under warranty” 9/3/24 – Sent a follow up as to when can I expect the watch back. 9/3/24 – WOS emails “The current ETA of your repair is September 25th. I will let you know when it has arrived back at our showroom” No update from WOS until 10/5/24 when they call us not email us but call us telling us that Omega has detected an issue called “Impact Damage” which is not covered under warranty. Never heard of this before until now neither from WOS nor from Omega. After asking them as to why this was not detected before and we are being told after 4 months of them having the watch? I get an answer - "we ourselves don't know and are confused as to why is Omega informing them of this now" LOL 10/5/24 – I write them an email asking them to provide whatever was communicated over an email along with a detailed analysis and the response that I receive is “As of now there is no detailed analysis, only that your piece is still with Omega and there is a delay in the service. I am in correspondence with Omega am confident we will remedy this miscommunication. I will receive a response from them on Monday and we can...

Watches are the same wherever you buy them. A pleasant experience is part of what you’re paying for, and getting questions answered on a $15K–$20K investment should be standard but the experience here was very dismissive and unprofessional.

I visited Watches of Switzerland around 2:30 PM today. I was initially greeted by one associate (a young gentleman named "Louis", I believe) who was polite, but after that, the experience went downhill quickly. When I went to the Rolex section, I stood directly in front of a female associate who was helping another customer. When she finished, she looked in my direction and then simply walked away without even an “I’ll be with you in a moment.”

A few minutes later, another employee (dressed in all black suit and seemed to be a manager who then called another employee, "Chris", I believe his name was to help these customers) Despite standing directly in front of her, she also left without acknowledging me at all. No “I’ll be right with you,” no eye contact, nothing.

I waited patiently, not wanting to make a scene, but after being overlooked twice, I decided to leave. I thanked Louis on the way out and mentioned that I had been ignored (the same manager in the all-black suit who had just walked past me without acknowledging me was standing next to him at the time). She then told me she “would not be able to assist me,” but could only provide information on the watch I was interested in, despite having actively helped another customer just minutes earlier. (Also, for her clarity, the model is pronounced Datejust, not Day Just.) I later learned there was an online queue that Louis can enter customers into, but that still does not justify completely ignoring someone who is patiently standing directly in front of you.

Bottom line: I’d recommend purchasing elsewhere. No customer should need to wave their arms or chase someone down to be helped, especially when we're talking about spending...

The Watches of Switzerland store in Soho is a beautiful and open layout with a broad suite of time pieces, which set the tone for an enjoyable experience from the start.

When I came into the store, I asked for Richard Dagia since he was highly recommended by a friend. I originally only had a few Rolex models in mind, but after a very pleasant and smooth experience, I can see why my friend recommended Richard - not only is he an amicable person with a vast and superior knowledge and clear dedication to his craft, but he also deserves the highest praise for his patience and recommendations on some stunning timepieces that I might have otherwise overlooked. Thanks to Richard, I just added an amazing GP to diversify my collection.

I appreciate Richard for his transparency and patience while we explored different models and sizing before finding the perfect fit! I look forward to working with Richard and visiting WOS again.

January 2024 update: Another great experience with Richard and the team at WOS! Everyone was as welcoming and gracious as when I first visited in October 2023 to purchase my first piece at WOS. Richard delivered yet another great piece, and I am very thankful for his client-oriented professional mindset, communication, and hospitality. Thanks again Richard and look forward to seeing you and the team again!

March 2025 update: Third time’s the charm, and once again, Richard and the team at WOS have outdone themselves. I wanted to celebrate a major career milestone with a timepiece that truly marked the occasion, and my dream watch—a Rolex Datejust 41 with a blue dial, fluted bezel, and Jubilee bracelet—was the perfect choice.

True to form, Richard rose to the occasion, and delivered another stunning piece that I’m beyond grateful to add to my collection.

Thank you, Richard, for yet another exceptional experience—looking forward to celebrating the next...