Rolex Watch Trader

Dealer's comment:

Many thanks for the positive feedback. It was a pleasure to serve you. Unfortunately any issues with delays at the Royal Mail are out of our control. We strictly dispatch all watches in a secure and timely manner. Asil RWT Manchester

Dealer's comment:

Thank you for the review

Dealer's comment:

Unfortunately there had been a cyber attack at Royal Mail effecting only international parcels.

Dealer's comment:

Many thanks for the positive review. We are glad to see you would recommend us to the wider Chrono24 audience. A delivery was attempted by UPS however there was no one to accept which would have saved a day. Our communication is immediate however it may seem there is a delay with the USA-UK time zone difference. Customer service is a huge key to our success which we continually strive to raise the bar on. Sil Rolex Watch Trader Manchester, UK.

Dealer's comment:

Many thanks for your kind review and positive feedback. I am glad you are happy with the watch and our customer service. Gutted we fell short with the receipt.

Dealer's comment:

Many thanks for the kind words and feedback. Shipping from the UK to Hong Kong and the watch arriving with you within two days is pretty good going which we would have thought deserved 5 stars however the 4 stars you have given .. we will take them!

Dealer's comment:

Many thanks for your review.

Dealer's comment:

Thanks for the review. glad you were happy with the service, very happy with the purchase and would recommend us to other buyers and would use the site again!

Dealer's comment:

Many thanks for your positive review and feedback. Unfortunately it is out of our control issues surrounding delays with UPS. We are pleased you are overall happy with this purchase along with our customer service.

Dealer's comment:

Many thanks for your review Tobias, glad that we were able to offer a satisfactory solution and that your experience was a positive one.

Dealer's comment:

Thank you kindly for your review. We're glad you're satisfied with your purchase and that you would recommend us to other customers. Once again apologies about the lack of a gift presentation box, we hope the box that we purchased on Amazon and shipped directly to your address was suitable. We hope to deal with you again in the future. Kind regards, Rolex Watch Trader team.

Dealer's comment:

Thank you for your review. Our disagreement was in relation to the condition of the watch, which we listed as 'Unworn'. By Chrono24 guidelines, 'Unworn' means 'Mint condition, without signs of wear'. Although the watch had been worn in the past, it was unworn since the Rolex service, with stickers still in place and in a condition which was indistinguishable from new. All of this was made clear in our description. We believe this is in agreement with Chrono24 guidelines as well as a truthful representation of the qualities of this watch. However in response to your feedback, to minimise the likelihood of disappointment for our customers and to avoid any misunderstandings we have reviewed our use of condition gradings for serviced watches. All in all we are glad to see that you are happy with our communication and shipping, and that you would still recommend us. Hopefully we can deal with you in the future.

Dealer's comment:

Elliot, many thanks for your review. We're glad that you are satisfied with the watch, and once again we apologise for the shipping issue. We send watches internationally on a regular basis and this kind of delay is extremely rare. In this particular case the issue was out of our hands, with the shipping provider repeatedly requesting information from us which they already had, and providing conflicting or out of date information over the course of delivery despite us calling them every other day for updates and to speed things along. We have sent watches to USA since which arrived without any glitches, it's very unfortunate that this was not the case here, which we tried to make right by refunding your shipping charge. We were also sorry to see that you were not fully satisfied with our communication as every time we received any important updates we informed you via email and were available to answer any of your questions, but we will review this and make sure to improve in the future.

Dealer's comment:

Hello Marco, When advertising the watch for sale we made no secret of the date being misaligned and the damage to the watch, all of which was shown on the 15 detailed photographs. It was listed at very high discount to account for this, and the condition was described as "fair". However, we were not aware that the watch was running fast. Our watchmaker tests all our watches prior to resale to ensure that they keep time well, and no issues were found with this particular item. Despite this, we realise that sometimes mistakes happen, so as soon as you contacted us describing the issue, we offered to take the watch back for a full refund including covering your return shipping. You refused our offer and insisted that we pay for the repair, which you said were quoted 600 euro for and provided a photo of a hand-written non-itemised receipt. We consulted our local watchmakers and found that to be a very high fee for the required repair. Since you kept refusing to send the watch back, we offered you £200 partial refund to resolve the issue, which was more than what our cost of repair & relisting the watch would have been. At the same time we made it clear that should this not be an acceptable offer, you are more than welcome to send the watch back to us, for a full refund of the watch cost and your shipping. We are sorry to see that even though you decided to accept our partial refund, you are still unhappy with our service and would not recommend us. We replied to all your concerns politely, in a timely manner, and made every effort to work with you in order to find a solution which is fair to both yourself and our business. Unfortunately it seemed that none of the proposals we came up with were satisfactory. We hope that you will be able to have the watch repaired at a good price, and that it will serve you well for years to come. Kind regards, RWT

Dealer's comment:

Hello Keith, Whilst we already contacted you directly to address the issues you mention, and you emphasised that you are happy with your watch and would purchase from us again, you decided not to alter any parts of your review. As we explained, we believe that some of your comments are not an entirely fair representation of our customer service and may give other clients a distorted perspective on how our business operates. Because of this we felt it necessary to clarify some of your points. All of our listings provide a description detailing everything supplied with the watch, in addition to a photograph showing the same. We specifically endeavour to be as transparent as possible in our descriptions. The listing for your watch made no mention of the swing tag or bezel protector being included. Additionally, you messaged us about this issue at 9.40pm, long after our opening hours, and then called the following day before 9.30am when we start work. It would be unfair to say that we did not reply to your message; you did not give us a chance to. In regards to feedback, it would not be correct to say that we asked you to leave a review during that first call, which took place before the watch was even shipped. We did however recommend that you check our feedback online as you said you were concerned about the process, due to this being your first time buying from Chrono24. After the watch was delivered, you would have received some requests for reviews, as is standard practice. We can only apologise if this seemed overbearing. We are glad that you would recommend us to other buyers, and that as you have said in your messages you would be happy to buy from us again. We will certainly make an effort to ensure that our descriptions are even more transparent going forward. Many thanks for your order & your feedback. Kind regards, RWT

Dealer's comment:

Many thanks for choosing to shop with us. Your feedback is much appreciated.