First visit to Rolex boutique (Champs Élysées) was… terrible [emoji20]

[6XYBE63ST]

Originally Posted by Brian Page

Also, I've found the dealers in Place del la Concorde have been much more friendly.

bought my first rolex there back in 1989

[Harry-57]

You were clocked as a tourist, AKA a waste of their time. They could have been slicker and more professional in their conduct but you got the message.

Been there, been hurled into the revolving door. I don't take it personally (even though it is).

[Heady Topper]

Originally Posted by Brian Page

Question? - Do you speak French? I was there in August with my wife who is a French professor and author and we did just fine, not that there was any inventory there to purchase. Pretty sure I know the woman you are talking about. I could see how a person could be put off be we no problem at all. Might not have been as smooth without my french speaking wife with me.

I’m French Canadian, and the whole exchange was in french. Nothing was lost in translation

[sleepydoc]

Originally Posted by Heady Topper

I’m French Canadian, and the whole exchange was in french. Nothing was lost in translation

Perhaps your accent was too québécois for them Lol

[Heady Topper]

Originally Posted by Rori

You should find a way to write Rolex a letter about that or write a review or feedback on their own website. This is utterly unacceptable.
Rolex boutiques client attention should be quite the opposite of what you describe. First and foremost, they have almost all display models for customers to try “on the wrist not in SA gloved hands”.


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To be honest, I was expecting a pleasant experience. I visit Omega boutiques whenever I have a chance, and my wife and I always have a great experience: we chat watches with SA’s, look at the current collection, they offer to clean my watch, offer water. Just always positive vibes. And ditto for all Rolex AD’s I’ve visited thankfully and I always appreciate that. This was just nasty and straight up embarrassing. The SA who took out the watch didn’t seem to understand what I meant when I said the clasp was updated and made wider on the new model and I was hoping to see what it looked like before asking a local AD if they could get me one. Didn’t think that was such a ridiculous request. My wife and I were also both wearing Rolex, and I pointed to the width of the clasp on my 214270 to explain that I wanted to compare the width, and still, as clearly a client of the brand, was scolded for asking another sales associate if I could see a watch I saw (keep in mind I had been told they hadn’t had a display model in a month, yet there it was further down the store, on display).

I’m just very surprised the visit was this way. Not something I was expecting. And I was polite the whole time, even as I indicated the service was very ordinary and that I was disappointed as a good customer of the brand.

Anyway, was curious if it was common practice to not show display models, and I didn’t really get it. Like is it a current model museum?

[Heady Topper]

Originally Posted by OrangeSport

You said



And



Surely that is the appropriate greeting in a shop (?)

Out of everything I said, that’s what you retained?

[Heady Topper]

Originally Posted by Gobee

It’s frustrating but it’s a known fact that ADs worldwide have nothing for sale…while even bother? Sales rep must be tired of walk ins…always the same story.

For sure, I wasn’t going in expecting a watch, I have been curious about the proportion difference between the 11 and 12 series, and we were just walking by as we were walking walking both sides of Champs Élysées

[Heady Topper]

Originally Posted by mulberry083

Totally agree, it's so much nicer having a great local relationship. My AD was happy to not only show me a few exhibition pieces, but also a Daytona from the store room, as I had never seen one in the wild before.

That’s always been my experience also before this one

[Heady Topper]

Originally Posted by sleepydoc

Perhaps your accent was too québécois for them Lol

Impossible! Nous sommes trop charmants

[RoscoPico]

Originally Posted by Stewart_88

It is fair....... I love Paris and I snowboard in france every year but the people are arrogant and rude

I just a week at 3 Vallees and had an absolute magnificent time. I couldn't find a single unpleasant person, literally. And I will say the exact opposite every year when I come back from Germany - at least when it comes to shopping/dining.

Originally Posted by Heady Topper

It really sucks to 1) be treated that way, 2) Not be able to see display models and 3) See the brand itself treat its tool watches like Fabergé eggs

I for one will never do business with anyone who doesn't deserve it. Unless I really feel the (dis)service is worth whatever my objective is, and that is rare.
Good for you for calmly walking out of there.

[Gobee]

Originally Posted by Heady Topper

For sure, I wasn’t going in expecting a watch, I have been curious about the proportion difference between the 11 and 12 series, and we were just walking by as we were walking walking both sides of Champs Élysées

Depending on where you are located in Canada, I can help you compare your 11 with my 12 series if you still wonder.

[sleepydoc]

Originally Posted by Heady Topper

Impossible! Nous sommes trop charmants

Ah bien sûr!

[Incroyable12]

For good watch boutique service you need to go to Japan.

[Ec2016]

Sucks. That person was either having a bad day or a bad life. From my experience and those of others posting, it seems atypical and can happen anywhere. Even others in that store seemed nicer. Bummer.

[Old Geezer]

Your interaction seems extreme and would definitely disappoint me too.
FWIW, When I worked, I traveled extensively across the USA and globe and visited countless ADs in cities on weekends and in airports as I traveled from place to place. I'd say my treatment at ADs, including the ones I visited in the USA was about 30% what you experienced and 70% genuinely nice interactions with SAs who were happy to show me what they had, even sometimes taking pieces from the safe for me to view and talk watches. A couple of highlights included an AD in Singapore letting me try on a rainbow Daytona and one in Germany pulling a SS white Daytona and a black one from the safe for me to view in the metal. This was first time I was able to do so.
Enjoy the rest of your trip.

[Nairn1980]

Originally Posted by Rori

You should find a way to write Rolex a letter about that or write a review or feedback on their own website. This is utterly unacceptable.
Rolex boutiques client attention should be quite the opposite of what you describe. First and foremost, they have almost all display models for customers to try “on the wrist not in SA gloved hands”.


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People have tried complaining to Rolex, and nothing happens.
Rolex make the watches. The AD, who is an independent business buys the watches. Rolex don’t own the ADs, so ultimately don’t control the experience.

[28mm]

.

[Submaster1675]

Don't generalize one person's attitude. Another seller has agreed to show you what you want.
For your information, the Rolex Champs Elysée, Rolex Place Vendome and the Rolex dealer also Place Vendome all three belong to the Dubail family.

And even being French, it happens to be treated like a dog by some sellers...

[OrangeSport]

Originally Posted by Heady Topper

Out of everything I said, that’s what you retained?

Yes

It sounded like you were expecting the red carpet, which then put a slant on the rest of the story

[28mm]

Originally Posted by Submaster1675

Don't generalize one person's attitude. Another seller has agreed to show you what you want.
For your information, the Rolex Champs Elysée, Rolex Place Vendome and the Rolex dealer also Place Vendome all three belong to the Dubail family.

And even being French, it happens to be treated like a dog by some sellers...

[Fedpete]

Originally Posted by Heady Topper

I don’t think that’s fair. The lady was also not french.

I think what’s disheartening is that these are direct Rolex employees. My wife and I have been good customers of the brand and to be treated this way was discouraging.

I’m also an Omega customer and have never been treated this way (quite the opposite, actually) whenever I visit their official boutiques (including in France).

I’m certainly not swearing the brand off or anything, but it really wasn’t pleasant at all!

Omega has recognized the treatment from Rolex and has seized on it. Their boutiques do a superb job of welcoming the guest and creating a great experience. Rolex has lost itself in the hype machine.


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[Fritzli]

Originally Posted by Watchesnguitars

Well, they are French so I wouldn’t expect them to be overtly friendly… Just sayin’…

What a dumb comment!!!

[Rori]

Originally Posted by Heady Topper

To be honest, I was expecting a pleasant experience. I visit Omega boutiques whenever I have a chance, and my wife and I always have a great experience: we chat watches with SA’s, look at the current collection, they offer to clean my watch, offer water. Just always positive vibes. And ditto for all Rolex AD’s I’ve visited thankfully and I always appreciate that. This was just nasty and straight up embarrassing. The SA who took out the watch didn’t seem to understand what I meant when I said the clasp was updated and made wider on the new model and I was hoping to see what it looked like before asking a local AD if they could get me one. Didn’t think that was such a ridiculous request. My wife and I were also both wearing Rolex, and I pointed to the width of the clasp on my 214270 to explain that I wanted to compare the width, and still, as clearly a client of the brand, was scolded for asking another sales associate if I could see a watch I saw (keep in mind I had been told they hadn’t had a display model in a month, yet there it was further down the store, on display).

I’m just very surprised the visit was this way. Not something I was expecting. And I was polite the whole time, even as I indicated the service was very ordinary and that I was disappointed as a good customer of the brand.

Anyway, was curious if it was common practice to not show display models, and I didn’t really get it. Like is it a current model museum?

Nasty indeed.
When I was in the process of getting my first Rolex, the SA at my local Rolex Boutique did the impossible to help me find the right model and the right case size. I started the journey with her inquiring about the DJ 41 blue, she had it available but she advised me to look at all sports models before pulling the trigger. She later called to come give the BLRO a test, I ordered it and then passed on it for the Tudor GMT.
She didn’t gave up and shows me the subs, I told her it looks small, need something bigger, what about the SD43 I asked, that one was in a wall display window by its own, like part of a decor in a VIP room. She gave me another appointment to come back and try one on, I did and ordered immediately.
The whole process took more than a year from the day I entered the boutique for the first time t the day I went to pick my SD43 up and yet they made me feel like a VIP even though I’m a new customer.


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[Daveh777]

For some reason OP’s tale resonated and reminded me of the Griswald’s in Paris, European Vacation ������

https://www.youtube.com/watch?v=3iXGbJKjNxU

[OrangeSport]

Originally Posted by Rori

Nasty indeed.
When I was in the process of getting my first Rolex, the SA at my local Rolex Boutique did the impossible to help me find the right model and the right case size. I started the journey with her inquiring about the DJ 41 blue, she had it available but she advised me to look at all sports models before pulling the trigger. She later called to come give the BLRO a test, I ordered it and then passed on it for the Tudor GMT.
She didn’t gave up and shows me the subs, I told her it looks small, need something bigger, what about the SD43 I asked, that one was in a wall display window by its own, like part of a decor in a VIP room. She gave me another appointment to come back and try one on, I did and ordered immediately.
The whole process took more than a year from the day I entered the boutique for the first time t the day I went to pick my SD43 up and yet they made me feel like a VIP even though I’m a new customer.


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That's good, but you were a serious buyer not someone wasting their time and just looking to compare clasps.


I actually get where the AD was coming from TBH..

[OrangeSport]

Originally Posted by Fedpete

Omega has recognized the treatment from Rolex and has seized on it. Their boutiques do a superb job of welcoming the guest and creating a great experience.

Very true

I've also noticed this.

[Heady Topper]

Originally Posted by Nairn1980

People have tried complaining to Rolex, and nothing happens.
Rolex make the watches. The AD, who is an independent business buys the watches. Rolex don’t own the ADs, so ultimately don’t control the experience.

Rolex seems to impose pretty strict processes on its dealers, from what I gather. I’m sure they mention somewhere in their training to be courteous

[Heady Topper]

Originally Posted by OrangeSport

Yes

It sounded like you were expecting the red carpet, which then put a slant on the rest of the story

Ok, guy

[funkyjerry]

Originally Posted by Heady Topper

I was expecting a warmer welcome like you’re describing, but unfortunately seemed like I was an annoyance more than anything. And it wasn’t busy or anything

It's possible that they were not interested in helping tourists generally, and maybe a bit due to your Quebecois French .

ADs also treat their exhibition pieces differently in different countries. In HK they do not let you take it out of the case or try it on.

[Heady Topper]

Originally Posted by funkyjerry

Its possible that they were not interested in helping tourists generally, and maybe a bit due to your Quebecois french .

ADs also treat their exhibition pieces differently in different countries. In HK they do not let you take it out of the case or try it on.

Thanks! I’m curious about what the exhibition models are for. Seems, like you said, that it varies.

It’s weird though, like Rolex made itself a museum of its current references?