Lux Bond & Green — Local services in West Hartford

Honestly was the BEST customer service experience I have ever had!! if I could give more than five stars I absolutely would!! A friend of mine highly recommended them to me so off I went! I go to walk in, which mind you I was going in to buy my first rolex that I worked sooo hard to save up for and I have never purchased anything so expensive before so I was a bit intimidated to walk in but anyway one of the workers opened the door for me and he was so super sweet! When I walked in Matt was the first person I saw! He kindly greeted me and asked if I needed help with anything. Right then and there I immediately felt so comfortable!! I told him I was looking to buy my first rolex and that I knew that they are taking a little bit to come in. So I asked what steps I needed to take.

Matt was super thorough and he took his time to explain everything to me and answer my questions! One of the questions he had asked me was, if this was a gift for someone and if I was looking to have it for a special occasion. I told him that it was a gift for my fiancé and that I knew it was a stretch, but I was hoping to surprise him with it at our wedding in September (which mind you I went in, in March of this year). I also let him know that it is a very special gift and sentimental gift as I told him the huge reason and meaning behind saving to buy him the watch. Matt told me he couldn’t make any promises that it would be in by the wedding but that miracles do happen every now and then but that as soon as it comes in he would let me know. He gave me a work number to text at any point if I have any questions at all which I did and he got back to me every time and within 24hours too!

Well it was one of those times a miracle happened and it came in and he reached out immediately and let me know it was in!! He had told his coworkers that when I come in to pick it up to let him know even if it was on his break. Well, just his luck I came in in the middle of his lunch lol but he came up anyway and helped me wrap up the process to bring home my fiancé’s surprise even though he did not have to and that I was more than willing to wait until he finished his lunch! He went over everything with me again, so thoroughly and took his time to do so. Matt went above and beyond to help me out with this!! He was so genuine, kind, considerate and made me feel really comfortable!! He knew how important this gift was to me, but most importantly, my fiancé, and he made sure to keep a close eye out for it when shipment came in.

Matt, if you see this, I cannot thank you enough for your kindness, your honesty, your help and your guidance with this process!! Thank you from the bottom of my heart for doing all you did!!

If you are looking to buy your first rolex, or another one or any jewelry I highly highly recommend Lux Bond & Green in...

My recent experience at this jewelry store was deeply disappointing and frankly bewildering. Approximately two years ago, I placed my name on a waitlist for a Rolex watch. Since I had already obtained the watch elsewhere, my friend was interested in purchasing the reserved piece instead.

From the moment my friend entered the store, neatly dressed in a sweater, jeans, and dress shoes, the staff treated him dismissively and with apparent prejudice. When the employees learned that the reservation was under my name, they bluntly refused to sell him the watch without any real explanation.

When I arrived shortly after, the manager, Charlie Green, informed me in no uncertain terms that neither my friend nor I would be allowed to purchase the watch. Confused, I politely asked why, and was told it was simply their "policy," with no further explanation or rationale offered. Even after stating clearly that I was prepared to purchase the watch myself, I was abruptly informed that I was banned from ever buying from their store again—despite having done absolutely nothing wrong. He proudly stated his last name was Green, and there was nothing I could do.

Throughout this encounter, both Charlie and a female employee were unnecessarily rude, claiming they needed to protect inventory for local customers—even though I am a resident of the community and was originally solicited by them to make this purchase. We were polite and respectful at every point, yet were treated as unwelcome and instructed to leave.

This experience was not only disrespectful but felt genuinely unjustified. Such treatment of customers—especially ones who have patiently waited and followed their process—is completely unacceptable. I strongly caution others against supporting a business that arbitrarily discriminates against its...

I bought a Tudor Blackbay GMT with the opaline dial from Lux Bond in West Hartford. David helped me and I can’t say enough about the experience. I called at first and told David I was interested in the watch, he told me about the watch and indicated he didn’t have it at the store but could get it from another Lux Bond. He did this no problem and assured me there was no pressure whatsoever to buy just because he was having it sent to the West Hartford store. He promptly let me know it was in and I went and tried it on, I loved it and walked out the door with it that day. David was knowledgeable, courteous, and pleasant. I am a watch collector and from this point forward I will be going to Lux Bond and working with David. It was not only a great watch buying experience but one of the best purchasing experiences I’ve ever had. Two week later I’ve gotten more compliments on this watch than any of my others. Thanks David and thanks Lux Bond.

UPDATE: I just bought my second watch from Lux Bond & Green and I can’t say enough about the experience. David informed me last week that he had the Rolex I wanted available and I was like a kid on Christmas. This watch meant a lot to me and is a major milestone in my life and David was so gracious and helpful that he made a great day even better. The experience was truly one of a kind and this place is a shining example of how a store should treat its customers. They will continue to have my business and I will continue to go to David for my watch needs. Thanks again David and Lux Bond, I...