Deceitful practice by Tudor AD help contscting Tudor HQ

[theomegaaddict]

Hello all,

Long time lurker here and first time poster. I wish it could be a pleasant post but i come to you with my hat in my hands seeking help

Last week whilst in Barcelona, Spain i was thrilled to find a new Tudor GMT "pepsi" with steel bracelet in stock and available for sale. I did not hesitate and bought it immesiately but due to being in a rush waited to get it sized back home in Dubai.

Upon my return I went to my local Rolex/ Tudor boutique and was dismayed to be told that the bracelet on my watch was not the correct reference for the watch and it was even pointed out to me that there were small scratches on the back of the lugs from a strap change.

I got in touch right away with the salesperson who sold me the watch. Providing pictures of the incorrect reference on the bracelet reference and even pictures i had taken in the store of the watch showing that the bracelet is the wrong style.

After waiting for a day i was provided with what is apparently the only solution. Which is that i needed to give them the current bracelet back in spain and they would provide the correct one.

I am beyond words. I do not understand how this could happen at a reputed authorized dealer. And at the level of service they are providing for what is as far as I am concerned downright deceit and cheatful practice.

The store is no longer being helpful and i see no recourse other than to escalate this to Tudor HQ in the hopes that they can make things right

Therefore I kindly ask for the forums help in getting the email of the relevant department at Tudor or perhaps if you have any other suggestions.

Thanks in advance!

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[tyler1980]

Originally Posted by theomegaaddict

Hello all,

Long time lurker here and first time poster. I wish it could be a pleasant post but i come to you with my hat in my hands seeking help

Last week whilst in Barcelona, Spain i was thrilled to find a new Tudor GMT "pepsi" with steel bracelet in stock and available for sale. I did not hesitate and bought it immesiately but due to being in a rush waited to get it sized back home in Dubai.

Upon my return I went to my local Rolex/ Tudor boutique and was dismayed to be told that the bracelet on my watch was not the correct reference for the watch and it was even pointed out to me that there were small scratches on the back of the lugs from a strap change.

I got in touch right away with the salesperson who sold me the watch. Providing pictures of the incorrect reference on the bracelet reference and even pictures i had taken in the store of the watch showing that the bracelet is the wrong style.

After waiting for a day i was provided with what is apparently the only solution. Which is that i needed to give them the current bracelet back in spain and they would provide the correct one.

I am beyond words. I do not understand how this could happen at a reputed authorized dealer. And at the level of service they are providing for what is as far as I am concerned downright deceit and cheatful practice.

The store is no longer being helpful and i see no recourse other than to escalate this to Tudor HQ in the hopes that they can make things right

Therefore I kindly ask for the forums help in getting the email of the relevant department at Tudor or perhaps if you have any other suggestions.

Thanks in advance!

Sent from my LG-H870DS using Tapatalk

mistakes happen... you made one and so did they. They offered to exchange it, and its not their fault you live in Dubai. Mail it back and have them mail you the replacement or am i missing something here?

[theomegaaddict]

What kind of mistake happen where I end up with a scratched watch on a wrong bracelet and then i have to ship it back at my expense and hope to get the correct one?

They knew I did not live in Spain as i got my VAT back forms

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[samson66]

Can you do by mail? If so mail it back and give them a chance to make it right

[HogwldFLTR]

Check the following thread for some contact information!!!

https://www.rolexforums.com/showthread.php?t=8478

[madgpol]

Mistakes happen. AD seems prepared to help you out. No need for Tudor to get involved at this stage. Just make sure you send it registered post

[Ssunnylee24]

Can we at least see the wrong ref bracelet?

[theomegaaddict]

Originally Posted by tyler1980

mistakes happen... you made one and so did they. They offered to exchange it, and its not their fault you live in Dubai. Mail it back and have them mail you the replacement or am i missing something here?

1) how would such a mistake happen where i am left with a scratched watch and wrong bracelet - honestly even getting the right bracelet sent isnt enough given the scratches and the hassle and the deceit

2) i would have to mail back by courier at my expense and wait around and hope that they send me the correct one eventually?

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[theomegaaddict]

Originally Posted by Ssunnylee24

Can we at least see the wrong ref bracelet?

Sure. Been having trouble posting pictires for some reason

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[101031-28]

That sucks, especially on a brand new watch, but I'm glad they are willing to make things right.

[theomegaaddict]

I keep getting an error that i dont have enough posts to post pictures

Originally Posted by Ssunnylee24

Can we at least see the wrong ref bracelet?

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[tyler1980]

Originally Posted by theomegaaddict

I keep getting an error that i dont have enough posts to post pictures

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7 more posts

[theomegaaddict]

Oh is their a minimum pist count?

Originally Posted by tyler1980

7 more posts

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[theomegaaddict]

Originally Posted by 101031-28

That sucks, especially on a brand new watch, but I'm glad they are willing to make things right.

Wanting me to come to Spain/ mail it there at my expense doesn't really count as making it right in my book.

Im sure the watch was originally on leather or nato

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[Al1969]

Originally Posted by theomegaaddict

I keep getting an error that i dont have enough posts to post pictures

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You’re almost there...

[theomegaaddict]

I don't want to speed post though

Originally Posted by Al1969

You’re almost there...

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[Ssunnylee24]

Seems like this threas is leaning towards the “mistake happens” but it really shouldn’t, at least not on a new watch. They should no doubt pay for shipping both ways, which still is very inconvenient.

[samson66]

Originally Posted by theomegaaddict

Wanting me to come to Spain/ mail it there at my expense doesn't really count as making it right in my book.

Im sure the watch was originally on leather or nato

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They should be willing to cover shipping both ways - it was their error after all. Ask them

[theomegaaddict]

What i don't get is how? Why would the bracelet be changed

Originally Posted by Ssunnylee24

Seems like this threas is leaning towards the “mistake happens” but it really shouldn’t, at least not on a new watch.

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[tyler1980]

Originally Posted by Ssunnylee24

Seems like this threas is leaning towards the “mistake happens” but it really shouldn’t, at least not on a new watch.

Is there any expectation for the buyer to know what they are buying?

Mistake yes...deceitful, dishonest, or whatever no


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[tyler1980]

Originally Posted by theomegaaddict

What i don't get is how? Why would the bracelet be changed

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Probably a mix up. Maybe they switched out for a strap for another customer on a couple of watches at the same time and mixed them up when putting them back.

My AD has put straps on watches I have tried on before so it happens


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[theomegaaddict]

They're insisting on the original to be sent back first and no offer to pay for it at this stage

Originally Posted by samson66

They should be willing to cover shipping both ways - it was their error after all. Ask them

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[derekhayden]

Think you probably already called out the why it would be changed. If it was originally on leather or nato and they put it on a bracelet. Did you check your paper work to see if the numbers match for a bracelet version? As others have said post pictures when you can.

[theomegaaddict]

That's fine But they managed to scratch it up as well

Originally Posted by tyler1980

Probably a mix up. Maybe they switched out for a strap for another customer on a couple of watches at the same time and mixed them up when putting them back.

My AD has put straps on watches I have tried on before so it happens


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[tyler1980]

Originally Posted by theomegaaddict

They're insisting on the original to be sent back first and no offer to pay for it at this stage

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Wanting it back first it OK. You can’t exchange anything without producing the item.

How much does it cost to mail it? If you pay on your end and they mail it back on their dime how much are we even talking about that you will be out?

I’m assuming you got a healthy vat return so you got a great deal anyway


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[derekhayden]

Originally Posted by theomegaaddict

They're insisting on the original to be sent back first and no offer to pay for it at this stage

I wouldn't mind sending it back first but you better bet they would be paying for it. As others have said mistakes do happen but if they did this on purpose to sell a bracelet version when all they had was Nato and Leather that's a different story but not sure how you would prove that unless your paper work shows it was a leather or nato model.

Lets hope yours isn't also going to show up with the date issue. Mine has it and will be going to service in a couple weeks.

[beshannon]

How did you pay for the watch?

If you used a credit card, I would dispute the charge and have it reversed. that should elicit some cooperation.

[theomegaaddict]

Originally Posted by tyler1980

Wanting it back first it OK. You can’t exchange anything without producing the item.

How much does it cost to mail it? If you pay on your end and they mail it back on their dime how much are we even talking about that you will be out?

I’m assuming you got a healthy vat return so you got a great deal anyway


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Its a matter of principal particularly as im not convinced that they didnt do this on purpose

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[theomegaaddict]

Credit card. But hard to disoute the charge when i used my pin and im sure theres plenty of footage of me purchasing the watch in the store?

Originally Posted by beshannon

How did you pay for the watch?

If you used a credit card, I would dispute the charge and have it reversed. that should elicit some cooperation.

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[javierm27]

Yeah, I don't know if I would call this deceitful, definitely a big mistake on their end. However, I would expect them to cover the shipping back to them as well as back to you, to get this mistake corrected.