Shocking Customer Service @ UK AD

[JoshT]

Just wanted to share my experience at Goldsmiths in Merry Hill. Have been in a few times before to look at various pieces and have never had a problem. However yesterday I asked to look at a DJ41 Steel and Yellow Gold (ref 126333). Bearing in mind i'm wearing my current DJ41 (126300) and it's clearly on show, the young lady says the usual "sure take a seat and i'll grab it for you" and disappears off into the staff area. Another lady returns, presumably her manager and states that to view Rolex watches you need to book an appointment and therefore she won't let me view the watch?!?!

Didn't really fancy making a huge deal of it in the store but it really pi**ed me off if i'm honest. Just because i'm young people automatically assume that i'm not a serious buyer, my money is just as good as anyone else's and if you go into a store and ask to view a watch by quoting the model/reference number then you should at least be given the time of day to look at it. Just wondering if anyone else has had a similar experience and if it's really worth bothering to file a complaint?

[drfaulkner]

Sounds like this lady had her nose so far up in the air I am surprised she could see you.

[Bobby Lee Swagger]

I would not be happy!

[AK797]

I feel a bit bad for you, Josh, but UK ADs are a warzone nowadays, they have too much power and so customers don't mean a damn... all part of the "genius" Rolex marketing machine.

[cop414]

That sucks Josh, maybe just take your business elsewhere?

[Old Expat Beast]

Originally Posted by JoshT

Just wanted to share my experience at Goldsmiths in Merry Hill. Have been in a few times before to look at various pieces and have never had a problem. However yesterday I asked to look at a DJ41 Steel and Yellow Gold (ref 126333). Bearing in mind i'm wearing my current DJ41 (126300) and it's clearly on show, the young lady says the usual "sure take a seat and i'll grab it for you" and disappears off into the staff area. Another lady returns, presumably her manager and states that to view Rolex watches you need to book an appointment ...

So people reading this in the UK now know not to bother visiting that AD, at least not without an appointment.

Other than that, I'd move on.

[Abdullah71601]

Definately complain. Then find an AD that appreciates your business.

[superstarmar]

Originally Posted by AK797

I feel a bit bad for you, Josh, but UK ADs are a warzone nowadays, they have too much power and so customers don't mean a damn... all part of the "genius" Rolex marketing machine.

You have a way with words Neil ... very well put !!!
Sorry OP, that was very snobbish of the salesperson
and uncalled for ...

[Bigblu10]

You need an appointment to view a watch? WTH? This is a jewelry store and not a doctor's or dentist's office right? I have never heard of such a thing.

[Dirt]

I probably would've asked some more pertinent questions around that.
Like the following that come to mind and dependent upon the responses.
Is that a new company policy?
Oh, I see and when was that implemented?
And what brought this about? Because I've never had a problem in this store ever before when I've come in to shop.

Then I would've said.
What an extraordinary policy. Would you prefer that I shop elsewhere in future?

Potentially followed by.
So, who would you recommend I take my business to?
And do you think it appropriate I don't recommend your establishment to anybody who may ask me in the future about a potential Rolex purchase or my personal experience?
Further to that, do you think I would be within my rights to discuss this matter openly on an internet forum dedicated to Rolex watch enthusiasts?

Then if possible, I would've asked to speak with the owner of the establishment and put the same questions to them.
I would conclude by thanking them kindly for their candour.

Then again, as you say you are young. So I suppose you didn't have the experience to think quick enough on your feet to implement that approach to sit them on their a**es.

The way I see it, you have two viable options going forward.
If the experience has left a sour taste in you mouth then make a point of going elsewhere and establish a relationship with another dealer and relate your prior experience to them cleverly woven into future conversations as a salutary lesson without naming names.
And or play the original dealer's game, and in future make appointments on as short a notice as possible in accordance with your limited time table by phoning just ahead of your arrival. Of course, whether you buy from them or not is at your sole discretion and subject to your convenience.

Enjoy.

[Chewbacca]

We need our esteemed resident MBE to sort them out asap!

[The Argonaut]

Originally Posted by Dirt

I probably would've asked some more pertinent questions around that.
Like the following that come to mind and dependent upon the responses.
Is that a new company policy?
Oh, I see and when was that implemented?
And what brought this about? Because I've never had a problem in this store ever before when I've come in to shop.

Then I would've said.
What an extraordinary policy. Would you prefer that I shop elsewhere in future?

Potentially followed by.
So, who would you recommend I take my business to?
And do you think it appropriate I don't recommend your establishment to anybody who may ask me in the future about a potential Rolex purchase or my personal experience?
Further to that, do you think I would be within my rights to discuss this matter openly on an internet forum dedicated to Rolex watch enthusiasts?

Then if possible, I would've asked to speak with the owner of the establishment and put the same questions to them.
I would conclude by thanking them kindly for their candour.

Then again, as you say you are young. So I suppose you didn't have the experience to think quick enough on your feet to implement that approach to sit them on their a**es.

The way I see it, you have two viable options going forward.
If the experience has left a sour taste in you mouth then make a point of going elsewhere and establish a relationship with another dealer and relate your prior experience to them cleverly woven into future conversations as a salutary lesson without naming names.
And or play the original dealer's game, and in future make appointments on as short a notice as possible in accordance with your limited time table by phoning just ahead of your arrival. Of course, whether you buy from them or not is at your sole discretion and subject to your convenience.

Enjoy.

Seconded. I've have asked for the manager, and made a point of telling them their policy was BS, I'm wearing a Rolex, can afford more, and will advise my watch buying friends to steer clear--in addition to putting the incident on social media.

[hulkalicious]

Originally Posted by JoshT

Just wanted to share my experience at Goldsmiths in Merry Hill. Have been in a few times before to look at various pieces and have never had a problem. However yesterday I asked to look at a DJ41 Steel and Yellow Gold (ref 126333). Bearing in mind i'm wearing my current DJ41 (126300) and it's clearly on show, the young lady says the usual "sure take a seat and i'll grab it for you" and disappears off into the staff area. Another lady returns, presumably her manager and states that to view Rolex watches you need to book an appointment and therefore she won't let me view the watch?!?!

Didn't really fancy making a huge deal of it in the store but it really pi**ed me off if i'm honest. Just because i'm young people automatically assume that i'm not a serious buyer, my money is just as good as anyone else's and if you go into a store and ask to view a watch by quoting the model/reference number then you should at least be given the time of day to look at it. Just wondering if anyone else has had a similar experience and if it's really worth bothering to file a complaint?

I would contact GS head office in writing via customer.relations@aurumholdings.co.uk

Make sure you include the sales rep and managers names plus if you have purchased before it would help however i've never heard that line before. No one needs an appointment to simply view a watch unless there was some exceptional circumstance which she didn't make you aware of.

To add, I bought my Hulk from GS Chelmsford and they were absolutely fabulous.

[hulkalicious]

Originally Posted by Old Expat Beast

So people reading this in the UK now know not to bother visiting that AD, at least not without an appointment.

Other than that, I'd move on.

Ah perhaps i'm mistaken this AD have stated this before?

[Old Expat Beast]

Originally Posted by hulkalicious

Ah perhaps i'm mistaken this AD have stated this before?

Nope. That's why I said "now know". In other words, the manager's made-up policy has backfired.

[GradyPhilpott]

Originally Posted by JoshT

Another lady returns, presumably her manager and states that to view Rolex watches you need to book an appointment and therefore she won't let me view the watch?!?!

Why didn't you make an appointment?

That would have called her bluff and the worst that would have happened was that you would have had to come back.

There are plenty of ADs in the UK to choose from, so I guess it's no big deal, but when someone wants to play games with me, I sometimes like to go along and see what happens.

Who knows? If you'd offered to make an appointment, those might have been the magic words.

Why not give them a call tomorrow and set up that appointment and show up all nicely dressed?

[Dirt]

Originally Posted by hulkalicious

I would contact GS head office in writing via customer.relations@aurumholdings.co.uk

Make sure you include the sales rep and managers names plus if you have purchased before it would help however i've never heard that line before. No one needs an appointment to simply view a watch unless there was some exceptional circumstance which she didn't make you aware of.

To add, I bought my Hulk from GS Chelmsford and they were absolutely fabulous.

Whilst I understand your sentiments.
All the facts are not in evidence to warrant sending of an email and potentially getting people in trouble.
In the case of the OP, there's still no need to burn bridges either as that may be an unintended consequence.

[snyde]

Should have said, “Maybe your colleague misunderstood me, as I am here to buy this Rolex. Now if you would be so kind to indulge my experience, and please bring my Rolex. Then you could have changed your mind because of her bad attitude.

[Dirt]

Originally Posted by GradyPhilpott

Why didn't you make an appointment?

That would have called her bluff and the worst that would have happened was that you would have had to come back.

There are plenty of ADs in the UK to choose from, so I guess it's no big deal, but when someone wants to play games with me, I sometimes like to go along and see what happens.

Who knows? If you'd offered to make an appointment, those might have been the magic words.

Why not give them a call tomorrow and set up that appointment and show up all nicely dressed?

Good point.

And while he's at it, apologise profusely for the inconvenience caused previously.
And ask if it's ok to share their policy on social media to minimise their troubles with selling Rolex watches.

[GradyPhilpott]

Originally Posted by Dirt

Good point.

And while he's at it, apologise profusely for the inconvenience caused previously.
And ask if it's ok to share their policy on social media to minimise their troubles with selling Rolex watches.

If it were me, I'd prefer to be more subtle.

They'd get the message loud and clear without having to be snide about it.

Sent from my SM-G955U using Tapatalk

[Dirt]

Originally Posted by GradyPhilpott

If it were me, I'd prefer to be more subtle.

They'd get the message loud and clear without having to be snide about it.

Sent from my SM-G955U using Tapatalk

Quite right.

But it would also depend upon ones demeanour when making the delivery.

[The Argonaut]

I'm all for politeness and courtesy in the face of adversity first. However, once that moment has passed, it's time to be a little firmer as to why they've taken the tone that "one needs an appointment."

[Swiss Mad!]

Originally Posted by Bigblu10

You need an appointment to view a watch? WTH? This is a jewelry store and not a doctor's or dentist's office right? I have never heard of such a thing.

You ever tried to just 'walk in' to an Apple store ?

In the UK at least, its a similar story, you have to make an appointment just to get in and see an advisor to buy an iPhone or ipad!

Sounds like this Manager has taken a leaf out of the Apple manual on how to patronise and alienate 50% of their potential customers base -me included!

My advice would be to keep away from the big national chain stores and find a decent out of town independent family run AD that has built a business on good old fashioned customer service and doesn't employ jumped up little s**ts that think they are better than you.

They are becoming harder to find but they are out there if you look hard enough.

It would be interesting to contact Goldsmiths customer service dept. at head office level to see if this is genuinely a new policy, or if its just one maverick manageress getting too big for her boots..

[DoctorA]

Terrible customer service!

[GradyPhilpott]

Originally Posted by Dirt

Quite right.

But it would also depend upon ones demeanour when making the delivery.

True.

Sent from my SM-G955U using Tapatalk

[Old Geezer]

That episode would have annoyed me as well. I wouldn’t have made a scene but I would have told them in no uncertain terms I wouldn’t shop them again and their competitors would get my business.

[Muzz]

Doesn’t sound like they are in the business of selling watches in person. Perhaps internet sales would be more fitting.

I don’t buy from people I do not like so I would just add these guys to the list.

[harvey]

I've bought 3 rolexes from this AD under the old managment and they were fantastic.

However I had the misfortune of dealing with the new manager and staff earlier in the year and have vowed never to step inside that store again. I can not put in words how unprofessional they were. Lazy and liars come to mind.

There is no point in complaining to head office as the complaint gets sent to the store to deal with...once there it gets dismissed.

[winger14]

I've had a similar experience in a Goldsmiths AD in the West Midlands. I went in dressed casually and they wouldn't give me they time of day when I tried to ask questions about a potential purchase. A few weeks later I happened to be passing by in a suit and wearing a Rolex and they were all over me as soon as I stepped through the door.

[tyler1980]

Originally Posted by GradyPhilpott

Why didn't you make an appointment?

That would have called her bluff and the worst that would have happened was that you would have had to come back.

There are plenty of ADs in the UK to choose from, so I guess it's no big deal, but when someone wants to play games with me, I sometimes like to go along and see what happens.

Who knows? If you'd offered to make an appointment, those might have been the magic words.

Why not give them a call tomorrow and set up that appointment and show up all nicely dressed?

the problem is probably 70% of the UK market is Aurum as they have many brands (WoS, Mappin&Webb, Goldsmiths, stand alone Rolex boutiques). I won't buy a watch from any of them, but it makes it harder for sure. A lot of people don't know this and get mad a Goldsmiths for example, and walk across the street and buy a watch from Mappin & Webb not knowing its the same company.