On Time Watch Experts — Local services in Plymouth

Experienced extremely unprofessional and rude treatment during a Rolex repair. Initially refused to accept a locally drawn cashier’s check despite prior agreement with the owner, and refusal to provide a proper receipt.

I brought in my Rolex to be repaired and polished. We agreed to a price, and it was supposed to take around 10 days (or so) because a part had to be ordered. They gave me a claim check and then told me it would be a cash price. After two weeks went by, I decided to stop by the store to see how the repair was going. I spoke to the man who took initially checked in my watch and wrote the claim check (and appears to do some of the repairs) but he was not able to tell me the status of my repair. I asked if I could see the watch but he indicated it is in the safe.

I left and called the owner who I spoke with when I first dropped off the watch. He had initially made contact with me with an offer to buy, but I decided I was going to have it repaired and keep it. I told him I was uncomfortable with my experience and wanted some feedback on the status my repair. He indicated the watch was done and I would be contacted by his son, Wael, to discuss picking it up. During this call I told the owner I would be paying via a cashier’s check drawn on a local bank (name which I provided). The next day Wael called me and discussed payment options, which included credit card with a up charge, or a cash price. I indicated I would be paying the cash price via a cashier’s check which he indicated was fine. I came in the following day, during the time frame Wael mentioned he’d be in the store. He was not in, so I had the watch presented by the man who originally took in my order. The quality of the polishing work looked good and the watch was repaired and functional. I presented a cashier’s check for payment and the man immediately became hostile while telling me I had to pay in cash. I indicated I had spoken with the owner and the owner’s son, both of whom I told I was bringing in this cashier’s check for payment, and they had no objection to it. I was stunned and I indicated he must accept it as agreed to. He went on to complain that he has to work until 6 p.m. and the bank closes at 5 p.m., meaning he can’t cash it before 5 pm. I told him that’s not my problem and I’m paying for it as agreed. He rudely accepted my check but refused to provide receipt for the work. What repair shop does work and refuses to provide a receipt? I demanded a receipt but instead he offered to have me take a photograph, with my phone, of the envelope the watch was in. The envelope simply had some words including Rolex and a few repair codes on it. I was shocked, and I demanded a receipt with an explanation of the repairs. This is especially important since they provide a warranty for their work. The man pulled out a receipt book and simply wrote Rolex OH. That was his attempt at a receipt. I asked for an explanation and was told OH stood for overhaul. Once again I told him this is not acceptable and I want a properly presented receipt with all the information on it. He very angrily added some additional detail as to the repair and the word “polishing” under the word “Rolex”. He would not fill out my information so I had to complete that portion on the receipt prior to leaving.

I made a mistake doing business here. Next time I will chose a certified...

I dropped off my designer wall clock that needed to be calibrated on 12/04/2020. I was told by Mokhles, who is the owner, that it will cost $150 to do that, which is not a problem. The problem is that 6 weeks after I dropped it off, nothing was done. I called numerous times to find out the status of my clock and was told that it is being worked on, and that it is almost done. After weeks have passed, I finally decided to go to this place in person only to see my clock hanging on the wall with a bent pendulum and full of dust. Instead of acknowledging the fact that they couldn't fix what they promised, they were extremely rude and disrespectful. Whether they didn’t know how to fix it, or forgot all about it, it doesn’t matter.

What matters in any business is customer service and professionalism. They lack both. Everyone can get 5 star reviews these days, but it’s how you handle a situation when you can’t deliver on what you promised. If they would simply admit that they can’t fix it for whatever reason, I would totally be ok with it. But giving me the runaround and making it somehow my fault, is what upsets me.

Whoever reads this should make their own decision whether this is the right place for them to go to, or not. I also don’t need a generic response from the owner denying it, arguing about it, or anything else for that matter . This customer feedback platform exists on the premise of honest reviews and overall experience. In my experience, this place lacks basic business ethics and I would not recommend...

Well, I tried to keep it local ... In JUL2019, I offered a mechanical watch to them for an assessment/repair. After a few months, they determined they could not fix on-premises (understood) ... It was returned unrepaired and a little worse for wear in JAN2021. Edit: I stand behind my assessment that follow-up is not particularly strong - not a single phone call/email and had to chase them for information/status. I was definitely not impatient and offered benefit of the doubt due to covid circumstances. The watch WAS only returned after this unfavorable review and another on Facebook was posted (how long was it in his possession since it was supposed to be returned in NOV2020 after repeated phone calls?), however not particularly safe or sound. Based on the only authorized US watchmaker for the brand, the movement was violated; some of the screws were not correct and one of the chronograph hands was damaged (in all honesty, I can't be certain where this occurred - at On Time, in transit to whomever it was sent to, or by whomever it was sent to). An additional cost of ~$250 to return to OEM condition. Honestly, I wished that On Time would have asked for approval to send to the authorized service center rather than whatever was done or just told me that they couldn't help me. As I said, communication (good or bad) is key to enthusiastic customers. On Time is not particularly...