AD visit rant

[billfredericks]

.

[draperfish]

Originally Posted by 007timer

Lately I have been noticing the worst customer service from sales associates at Rolex AD’s. Today was no different but it went a little worse than usual.

I walked in to an AD on Newport Beach, CA. I have been to this store numerous times and I even accompanied two of my friends when they purchased their YMII in SS and TT. I did what I always do, gravitate directly to the Rolex counter/section of the store. Today, they had two sales associates and a security guard sitting in that section and store was absolutely empty as I was the only customer there. I walked up and said hello, no response. I walked around the counter and it’s the same scene. Only a handful of TT DJ watches and few women’s scattered around. As I stood there waiting to speak to the sales associate, all three were engaged in their own conversation and on their cellphones.

I decided to try again and politely excused my interruption and asked if there were any other items available for purchase that were not currently on display. With a rude tone and not even approaching me he states “there is a worldwide shortage and we are not taking deposits or names for lists on any watches”

That’s great, but that was not my question. I felt very I welcomed in their store as they all quickly went back to looking at their phones and carrying on with their conversation as if I wasn’t standing there.

For those who may be wondering, I am a professional in my late 30’s and did not walk in looking like a homeless person (not that it should matter)

Like I said. It’s just a rant. I’ll get over it and make sure that my money is not spent there.


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Sorry to hear that. My AD salespeople are always friendly and professional, even when I don't buy anything and I have never been treated that way.

[kings4sap]

I assume you mean the store at Fashion Island. It belongs in the AD hall of shame. You can fire a cannon in there and not hit anyone. Their selection of Rolex models for public sale is as pathetic as any noted on this board. Popped in there the other day asking if they had any DJ41s and the jackass behind the counter rudely stated that they are hard to get and that they do not maintain a waiting list. They must have a nice cadre of whale buyers because they don’t give a crap about basic retail buyers. My wife and I are VIPs at the Nieman Marcus there as well as several other retail boutiques and restaurants. We spend a lot of money there. I have permanently blackballed those Hyde fools.

[214270Explorer]

Originally Posted by drtii

I don't blame them for hating their job. Nothing to sell. They just get to deal with bad attitudes from hypebeats & flippers all day that insist they're hiding Rolexes and want all the same watches.

I don't envy their position and it's a shame we have to deal with this. Really takes the fun out of dropping in and hunting for a watch.

Yes.

On top of all that, they could also be worried about losing their jobs.

How can a store support salespeople who are given little to sell.

And how can an AD expect to survive long-term.

[asiparks]

Originally Posted by 214270Explorer

Yes.

On top of all that, they could also be worried about losing their jobs.

How can a store support salespeople who are given little to sell.

And how can an AD expect to survive long-term.

the AD is doubtless making ‘nuff money receiving and selling their usual allotment of Rolex’s; they’re just not selling them to you...

[007timer]

Originally Posted by 2kbluer6

Hyde Park? I dropped in a couple months back. I was wearing my GMT, so clearly somebody who might be a buyer. The Rolex guy was very rude. The guy in the other part of the store was very accommodating, but basically told me that I’d have to have a history with them to have a chance at any desirable pieces.

That’s them. I too had my GMT on today. SMH


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[007timer]

Originally Posted by kings4sap

I assume you mean the store at Fashion Island. It belongs in the AD hall of shame. You can fire a cannon in there and not hit anyone. Their selection of Rolex models for public sale is as pathetic as any noted on this board. Popped in there the other day asking if they had any DJ41s and the jackass behind the counter rudely stated that they are hard to get and that they do not maintain a waiting list. They must have a nice cadre of whale buyers because they don’t give a crap about basic retail buyers. My wife and I are VIPs at the Nieman Marcus there as well as several other retail boutiques and restaurants. We spend a lot of money there. I have permanently blackballed those Hyde fools.

Sounds like you dealt with the same clowns as I did.


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[Macnavara]

Originally Posted by Brew

"Is the manager available to help me?"

Problem solved. You're not getting the help you need, get the boss.

Whats to say that the boss is any less of an **hole

[TswaneNguni]

Cant complain .Have dealt with 7 ADs in my life time .All sales people have been sufficiently efficient and knowledgeable.

Only real blatantly rude sales people I found at Tourneau (42nd street) in NY as a foreign visitor .Must have been my oxford english with a heavy accent ..

[Andad]

[Nairn1980]

Sad but really not surprising.

They’ll be so used to people asking :
“Any steel sports.?”
“Anything out the back?”
“Any steel subs/GMT’s/Daytona’s” etc

They’re essentially saying if there’s nothing on display that catches your eye, hit the bricks.

[Rado63]

I guess the SR at this AD, doesn't know who you are. If they don't know your name when you walk in then you haven't been in front of them enough, and they haven't written your name on several warranty cards. Purchase something $$$$ and your relationship might change. Otherwise, sorry to hear you were not fulfilled by your in store experience. My .02.

[SlideRacker]

I don’t even take that place seriously. I’m usually in Fashion Island with my wife so when she’s doing some damage at a Nieman Marcus I’ll go kill a few minutes at Hyde Park. I let them know up front I have a nice portfolio of SS models and don’t need a dam thing from them. I got friendly with one of the gals there. She’s always complaining how they never give her any of the hot pieces to sell.

[SlideRacker]

Originally Posted by kings4sap

They must have a nice cadre of whale buyers because they don’t give a crap about basic retail buyers.

The sales gal I know told me exactly this.

[ewdi]

Please guys, call them out, name names, collecting and luxury buying experience should not be shitty like this. In japan, even without history, they would still serve you as if you are any other customers they have worked with.

[Vibroverb]

Originally Posted by 2kbluer6

Hyde Park? I dropped in a couple months back. I was wearing my GMT, so clearly somebody who might be a buyer. The Rolex guy was very rude. The guy in the other part of the store was very accommodating, but basically told me that I’d have to have a history with them to have a chance at any desirable pieces.

I was chatting to a rep at an AD in Manchester. I'd enquired just as an experiment about getting on a list for a Daytona. She asked me to call in the store to get on the list. She told me that two tone was more likely but she'd put me on the list anyway.
As I was passing I called in. She put me on the list but warned me that people who had bought 5 or 6 other pieces would get the call. We chatted about an Explorer 1 and an OP39 in white. She had an OP in store to show me, I said I will email her to order one for me. She asked if I wanted an Air King they had in stock, I said no thanks. She asked where I got my Sub, I told her from another AD in Liverpool. She warned me against going to lots of ADs to get on their lists.

So all in all it was a very professional experience. She put me on a list for something I'll never get, and she told me why. I got an option on a watch I might want to buy. She got to chat to a customer as I was the only customer in the 30 mins I was there. It must be frustrating for them being unable to sell anything, but not all AD staff are clowns.

[AK797]

Funny thing is this is the kind of response that 99% of Joe Public think they would get if they ever dared step into a Rolex AD, used to be they were polite and professional but now they are dismissive and condescending just as feared.

[Tavli3]

Originally Posted by Rado63

I guess the SR at this AD, doesn't know who you are. If they don't know your name when you walk in then you haven't been in front of them enough, and they haven't written your name on several warranty cards. Purchase something $$$$ and your relationship might change. Otherwise, sorry to hear you were not fulfilled by your in store experience. My .02.

How do you start a relationship when you walk in and no one will even talk to you! There's no excuse for this kind of rude behavior which myself and other family members have experienced at various ADs. Every retail job is like this to some extent. How many tire kickers come into car dealerships, how many lookers walk into women's clothing stores?

My wife and daughters can spend with the best of them but sometimes they just like going in and looking and trying on stuff. They are never treated rudely even if when they go into a store for the first time. I wish they were treated in every store like they are at a Rolex store! I would save a fortune every year!

My wife and daughter were treated so rudely at an AD in Boca Raton that she very angrily told the SR "Do you think you have some sort of buried treasure here? Get real, you don't have such thing, they're just watches so you can stick your attitude and your watch in you know where".

I was always taught to stay humble no matter how successful you become. Can't stand when people get some success and develop these attitudes.

My relationship with my AD started with me walking in to get a broken bezel on my Fat Lady fixed. I was treated so nice I was in shock after the brow beating we were getting at other ADs. From no relationship and from a simple repair I have now bought over 50K from them in about the last 6 months.

It's retail 101, always be nice you never know who is walking in, just like Pretty Woman.

[Etschell]

Not shocked.

[DTap]

When the bubble bursts, we’ll see how they behave. Like the rest of the population, 5% of salespeople are jerks. 5% of doctors, priests, carpenters, schoolteachers...... jerks.

[timepieceluvr]

Blessed is he who expects nothing. He is never disappointed. Aren’t there other stores?


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[007timer]

Originally Posted by SlideRacker

I don’t even take that place seriously. I’m usually in Fashion Island with my wife so when she’s doing some damage at a Nieman Marcus I’ll go kill a few minutes at Hyde Park. I let them know up front I have a nice portfolio of SS models and don’t need a dam thing from them. I got friendly with one of the gals there. She’s always complaining how they never give her any of the hot pieces to sell.

So, not only do you have to be a whale to buy, but you have to be a whale to sell!

“No Rolex for you”


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[007timer]

Originally Posted by ewdi

Please guys, call them out, name names, collecting and luxury buying experience should not be shitty like this. In japan, even without history, they would still serve you as if you are any other customers they have worked with.

It’s Hyde Park in Newport Beach, CA. they have been named by other members. There are reviews going out on Yelp and a call to management. I don’t expect anything to happen, but I am going to make the call.


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[brucethemanlee]

Personally I don't bother going to any other ADs to look at Rolex. Waste of time. I'd rather wait for my AD to come though because I know they will

I will walk into other ADs to look at other brands and then pretend to approach the Rolex section and then pause make very short eye contact....flash my Daytona 116500 to the Rolex counter.and reps - then turn aorund and walk out LOL!!! ( Just kidding I'm not that cruel)


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[The Libertine]

Originally Posted by 2kbluer6

Hyde Park? I dropped in a couple months back. I was wearing my GMT, so clearly somebody who might be a buyer. The Rolex guy was very rude. The guy in the other part of the store was very accommodating, but basically told me that I’d have to have a history with them to have a chance at any desirable pieces.

Experienced the same at an AD earlier this week. Rolex salesperson was a complete ass, notwithstanding his repeated staring at my GMT Coke. The other salesperson who assisted me with a gift for my wife was helpful. Truthfully, I would have preferred to buy my wife’s gift elsewhere; however, they had the exact bracelet I wanted in stock, so I bought it. My wife was thrilled with her gift, but I told her I would not give this AD any more business.

[Bizcut1]

Our Hyde Park store here at the Biltmore in Phoenix is fantastic. Stop in and see Ben (great name) for the best first-class experience you could possibly imagine. He knows his watches and is always up for a chat. To me, regardless of the commodity, the human relationship is what counts. For a long time, my motto in life, work and love is "no assholes." Been working so far...

Great Sunday everyone, let's enjoy our watches! It's why we're here!

Ben

[JDsnewwatch]

The local one in my neighborhood (Bernie Robbins Jewelers) is equally a piece of work. I'm sorry, but if someone walks into your store ready to drop $10,000 - $15,000 on a watch, how about you (the manager) get off your a**, maybe turn the lights on (as I'm sure business is booming since you are keeping them off?) and maybe act like a human being. These are the same people who get all enraged when you buy out of state / online etc. Im not in the business of keeping ADs in business. If you cant be civil and professional, I got options, lots of em. PS: Loving my new watch, I guess you can tell that I didn't buy it from them.

[007timer]

Originally Posted by AK797

Funny thing is this is the kind of response that 99% of Joe Public think they would get if they ever dared step into a Rolex AD, used to be they were polite and professional but now they are dismissive and condescending just as feared.

I was prepared for disappointment. But the kind that would respectfully tell me they are out of stock. I was not prepared for the treatment.

You are absolutely right. They are dismissive and condescending. People are not going in to explore Rolex because of the fear of intimidation. Just pathetic.


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[Rockefeller]

Originally Posted by Vibroverb

I was chatting to a rep at an AD in Manchester. I'd enquired just as an experiment about getting on a list for a Daytona. She asked me to call in the store to get on the list. She told me that two tone was more likely but she'd put me on the list anyway.
As I was passing I called in. She put me on the list but warned me that people who had bought 5 or 6 other pieces would get the call. We chatted about an Explorer 1 and an OP39 in white. She had an OP in store to show me, I said I will email her to order one for me. She asked if I wanted an Air King they had in stock, I said no thanks. She asked where I got my Sub, I told her from another AD in Liverpool. She warned me against going to lots of ADs to get on their lists.

So all in all it was a very professional experience. She put me on a list for something I'll never get, and she told me why. I got an option on a watch I might want to buy. She got to chat to a customer as I was the only customer in the 30 mins I was there. It must be frustrating for them being unable to sell anything, but not all AD staff are clowns.

i totally agree here.
This side of the pond does seem different, UK. I have walking in to 3 different AD's in the last month, all local i might add and they are all very polite. We all know the current situation and my AD and the other two always update me on what watches and their waiting times and if some are going to be close to impossible to source. Nothings seems to change but they still act and accommodate me in a very professional manner.
The fact i have 4 watches on order from two of the AD's might help a little.

[MuleDeer]

I'm a retired owner of an Authorized Dealership. I owned the AD for about 20-years and retired 26-years ago.

To say things were different then would be a HUGE understatement. We were totally delighted with every Rolex sale and treated our customers with the greatest of respect. Given today's Rolex environment, that is hard to imagine.

We were the "small kid on the block." My store was in a suburb of Portland, Oregon and we were a working man's Rolex store. Submariners, GMTs, Sea Dwellers and 1601s were our popular models. The President sales mostly went to the prestige guys in downtown PDX.

Anyway, it's amazing to me to see how the retail environment has changed. And I'd have to honestly say that if I owned my AD today, I would treat our Rolex customers no differently today ... with respect and friendship and stock or no stock.

Hey, it's only the right thing to do.

Blessings,

Steve

PS. It's totally off-topic, but I have a funny story. My finest Rolex customer was a fine man by the name of Harvey. Harvey owned the local garbage dump and was a prince of a man ... and Harvey LOVED to give Rolex watches to his friends and I was HIS AD. Many were the times when Harvey would leave our store with three or four Rolex watches in a brown Fred Meyer grocery bag (he LOVED it that way)

Harvey got great pleasure in going into the two prestige Rolex Authorized Dealerships in downtown PDX dressed in his usual business clothes (dirty bibs and a sleeveless t-shirt) and with his normal one-weeks stubble beard. He would inquire about Rolex watches and the store's staff, including the owners, would basically tell him to move on … nothing to see here.

Then, on his way back to the dump, he'd stop by "Steve's Joint" and buy a couple of steel-and-golds and a President or two. All with greenbacks, I might add. And Harvey would recount how the "ridiculous azzwipes downtown were soooo stupid."

And I'd happily listen to Harvey's latest adventure in the world of three-piece stupidity. And sometimes, we even walked down Milwaukie's Main Street, go into Speed's Bar and have a friendly beer together.

Harvey is dead now, but I still remember him with great friendship and a smile. He was a GREAT guy who should never been judged by the way he looked or dressed.

Steve