Ben Bridge Jeweler — Local services in Seattle

I entered your Downtown Seattle store in Feb to inquire about being put on the list to purchase a new Rolex Sea Dweller 18k. I was greeted by a very pleasant and attentive security guard upon entering who would end up being the first and only thing that went well about my visit. He informed me someone would be with me soon, one woman was on the phone and another man with a customer. He asked me what I was looking for so he could let whomever freed up first in on what I was looking for so I told him--great service. The woman, "Z" finished first and approached. She greeted me nicely and asked how she could help. I informed her I was well aware of the limited Rolex inventory problem, knew exactly which one I wanted and would like to be added to a waitlist. What happened next just grew in an insulting and discriminatory manner..

Z gave me a look and asked me if I was sure. I thought that odd...But I humored her and said yes. She asked if I wanted to try any on and I said no--I'm all dialed in, I just need to be added to the list. She then proceeded to inform me that if she added me to the list I needed to be sure because if I'm not and she asks her boss to bring in the watch but I don't purchase it she could "get in trouble."

That's not my problem. It's your waitlist! If people aren't coming to get their stuff is a problem then require a deposit which I would gladly pay but until then I'm just following your in-house Rolex purchasing guidelines. Why are you immediately assuming the man who has a specific ask, doesn't want to try on or even browse your cases is suddenly not going to pick up the watch you haven't even listed him for yet?

Anyway, I keep it jovial and I told her yes, if you had it in your case today I would be walking out with it TODAY but I can't so I need the list. She asked me what kind of watches I wear now (mind you, she still hasn't added me to the list yet) and I briefly ran her through the highlights. She then asked/told me, "If you need more time to GET READY before being added then we can wait..." And again I'm confused because I asked to be added now 3x and nothing about my previous answer eluded to uncertainty. I again said no, I'm ready, can I please be added. At this point I could even see the discomfort and confusion on the face of the friendly security guard who was within earshot of this interaction. She adds me reluctantly and I leave knowing exactly what "get ready" meant and I'm beyond insulted by the implication that I can't afford a watch I came straight in asking for! All based on her judgement of my person, especially a person of color.

I don't know what kind of training these people are put through but the level of disrespect I encountered just to be added to a list was unacceptable, discriminatory and just plain rude. A commission based employee not just judging but actually hindering a potential client ready to spend money? That just shouldn't happen and I'm not spending thousands to be treated like I don't have it to spend from the jump just so she can profit from me. Z you can remove me from your list, I'll take my business elsewhere and THAT I'm sure of...

Another cornerstone of customer service bites the dust...

I’ve been shopping at Ben Bridge (Bellevue and downtown exclusively) for over 15 years. Today, that came to an end.

After driving into downtown in the pouring rain, paying for parking and walking in to be greeted with “can I help you?” (Not hello, welcome in, or good morning...), I told the tall Asian woman at the Breitling counter that I wanted to see what was available in 22mm straps for one of my watches. She asked “a 22mm watch?” Right then I knew I’d pulled the wrong person to help me with watches. I explained it was for one of my Breitlings, and showed her the watch on my wrist thinking it might help to speed things along if she could see I was serious and not just shopping. She replied “we don’t have any straps, we don’t carry them.” Oddly, I’ve ordered several through this store over the years, most recently back in September. Clear that she simply didn’t want to help me with ordering a strap (I’m sure an online vendor will take my money since she wouldn’t), I moved on to my second task which was having some links taken out of the bracelet on the same watch.

Showing her the bracelet and explaining that I didn’t have a screwdriver with a thin enough blade to get these particular tint screws out, I asked if their watch maker could take them out. Fully willing to pay for this service since I could not do it myself, I was surprised when she said “ok, wel, it won’t be ready until 4” while gesturing to the clock that read almost 12. I said “really? It’s just removing the links. We can do it right here on the counter if you have the screwdriver.” She again said “if you want us to do it, it will be ready after four, you can leave it and pick it up later.”

Not wanting to spend four hours wandering around downtown Seattle waiting for them to take links out of a watch that they sold me, I said no thanks and walked out.

I will order my strap from someone else. I prefer to shop locally to do my part to keep the stores I like to visit in business. If I’d wanted to be treated so impersonally I would simply have stayed home and ordered it online for a few dollars less (and not have to pay for parking).

I won’t be back to Ben Bridge. They were once a great establishment with excellent service before, during and after your purchase. Those days are clearly over. The only reason I raised the rating from one star to two is that they have a very good selection of watches and jewelry. That said, you’re probably better off looking at it here and ordering elsewhere since evidently you’re on your own when it...

I had the pleasure of working with Alley and Sabina here in the new BB location.

In short, both were extremely knowledgeable and patient in answering my questions while working with me through my purchase.

I originally went to look at a Tudor Glamour (with the Day and Date configuration), however, it seems that Tudor has been phasing the Glamours out, so it wasn't in stock.

Nonetheless, my interaction with Alley for 30-45 minutes was incredibly pleasant: Alley talked to me about different configurations and offered advice on what would be most appropriate in various scenarios while I tried a few Tudors on my wrist. Alley checked the stock and even offered to order in a particular configuration to my liking for a model if I chose to do so.

I mentioned I might be interested in Tudor's sister, Rolex, and Alley walked me over to the other section of the store, where he introduced me to Sabina.

Sabina was just as incredible to work with, she offered me 3 different Rolex configurations available for purchase and was beyond knowledgeable in answering my questions in regard to caring for a Rolex (since this is my first Rolex and second Swiss Made watch) as well as being transparent about the current waitlist situation with Rolex.

She showed me a DJ in 41mm with a white dial and while I tried it on and debated making a purchase, she did not pressure me whatsoever.

Over my 2 days working with Sabina, in total spending about 3 hours in the store, Sabina thoroughly answered my questions to my satisfaction and I felt my interaction with her was natural and professional.

She offered me water (as did Alley), a Rolex 2023-2024 catalog, and the latest edition of the Rolex magazine.

I am on her waitlist for a couple other configurations which I would like to see in person and potentially purchase, however, I will say that I am happy with my experience at this BB so far.

There were a few other BB associates I interacted with briefly throughout my time in the store and those folks were kind and professional as well (as I spent more and more time in the store, the interactions became more and more natural).

I hope to continue my relationship with this BB in the future, and hope to continue working with both Alley and Sabina for subsequent purchases.

One thing I would note is that Seattle sales tax is 10.25% as opposed to Bellevue or the Lynnwood-Bothell area which is 10.1% at the time of this writing, for those considering a large purchase.

I would like to write more, however, it appears I'm hitting a character...