Why do Rolex USA allow returns of new Rolex watches?

[JJ Irani]

Hi guys,

I'll get straight to the point. Picture this!!!

You walk into an AD somewhere in the USA and purchase what you think is a brand new Rolex.

You then realise (thanks to some good, solid info on TRF) that your bracelet is not exactly how it should have been as delivered from Geneva and also a few other discrepancies.

You then discover that this watch was sold to somebody else who returned it within say 15 days just 'cause he changed his mind and wanted some other model.

So, technically, you've paid for a suppposedly BRAND NEW piece which, in fact, is NOT a brand new piece, but a slightly used one.

So how the hell does Rolex USA policy justify the fact that a NEW watch once sold can still be returned back to the AD by the owner!!???

In this part of the world, once you buy the watch and the warranty card is stamped and dated......that's it.....you OWN the watch!! No way can you return it back to the store!!

I find the return back policy quite disgusting and totally unfair!!!

[Omega_Precision]

Like any consumer goods in the world, there is a return policy.

It's a guarantee of the product. Imagine Company A selling watches with no return policy, the watch then breaks within a month of ownership. You're screwed.

Return policy is just a way to keep consumer confidence.

[JJ Irani]

Originally Posted by Omega_Precision

Like any consumer goods in the world, there is a return policy.

It's a guarantee of the product. Imagine Company A selling watches with no return policy, the watch then breaks within a month of ownership. You're screwed.

Return policy is just a way to keep consumer confidence.

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

[Kokyuryoku]

Originally Posted by JJ Irani

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

Kia ora JJ,

I totally agree with you . Brand new means just that brand new and used is used. There's nothing wrong with buying used but you expect to pay used prices. Any AD that sells used watches as if they were new is dishonest.

[eyen]

Originally Posted by JJ Irani

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

No.

[Athonatron]

Originally Posted by JJ Irani

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

there is NOTHING WRONG WITH A RETURN POLICY.

There is SOMETHING WRONG when they don't label it as used.

[JIM-]

Policy as I understand is if you wear, remove links, remove any stickers or the stickers have fadded ink, or theres any sign of wear then theres no return. The watch can only be returned in as sold condition. Local AD even makes you sign a paper which states all of the above so you fully understand.

[kokovovoru]

Originally Posted by JJ Irani

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

Totally agreed.

[TempoKing]

Originally Posted by JJ Irani

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

I agree
you got to make sure you buy
Untouched...and...Unworn
God knows you paid the price to have the above 100%.

I also agree with the return policy,
but... the new retail price has to be adjusted to that of
"USED GOODS" not brand new and of course the new buyer must be told.

Buying a "virgin" and then... you do not like her cooking..??...Give me a brake.

[Timber Loftis]

Originally Posted by TempoKing

Buying a "virgin" and then... you do not like her cooking..??...Give me a brake.

Well, if I were to treat it like a woman, I'd shack up with her for 6 months before making my final decision.

[116520]

I totally DISAGREE with you....

Originally Posted by Omega_Precision

Like any consumer goods in the world, there is a return policy.

It's a guarantee of the product. Imagine Company A selling watches with no return policy, the watch then breaks within a month of ownership. You're screwed.

Return policy is just a way to keep consumer confidence.

[flyback]

Originally Posted by 116520

I totally DISAGREE with you....

If you want to be bizzaro-consumer, you're free to do it. Call around until you find a retailer with the most restrictive/nonexistent return policy and buy from them. The rest of us can take our business elsewhere. Problem solved.

[diablojota]

No I would not. I would expect them to negotiate or reduce the price of the watch because it is no longer officially BNIB. If the stickers were removed it would be easier to tell if it was sold before. But that's why you should ask of the watch was a return. They are obligated to tell you if you ask.

[Starwalker]

i totally agree with u JJ.....it is a bit absurd, and gross.....consumer confidence...that is what a warranty is for.....not to test drive a watch, bang it up and then return it....however....after living about 5 countries....and having traveled to plenty more...i think that this more of a N.American thing when it comes to consumer items, its not necessarily bad....and come handy when purchasing other consumer products, like a TV or something else......but i dont see how rolex allows this....

[Omega_Precision]

Originally Posted by kfsal

i totally agree with u JJ.....it is a bit absurd, and gross.....consumer confidence...that is what a warranty is for.....not to test drive a watch, bang it up and then return it....however....after living about 5 countries....and having traveled to plenty more...i think that this more of a N.American thing when it comes to consumer items, its not necessarily bad....and come handy when purchasing other consumer products, like a TV or something else......but i dont see how rolex allows this....

Warranty is effective if the product had defects or failed after purchase.

Return policy is allowed because the product didn't meet it's standards.

Examples:

Rolex's lume is bad, so consumer returns watch.....a warranty isn't going to fix the problem of the lume.

-or-

Rolex bezel design is flawed and popped off when arriving home. The warranty will cover this issue but the consumer may just return the watch, for the fear of this happening again in the future.

Return policy will always give the consumer that confidence.

[Singslinger]

I'd have to agree with JJ - I'd hate it if my supposedly new watch was actually used by someone else and returned to the AD because they didn't like it. The only way I'd accept such treatment would be if they lopped an additional 20% off the price!!

[swatty]

JJ, Have you been to the US ? The consumer is very tough , I agree with you , If you cant decide what you want , then don't buy it . I have a friend who lives there , he bought a 4000in Tv and decided it was to big the store changed it for a smaller one no charge . Maybe business is to blame .

[Sincere]

Originally Posted by swatty

JJ, Have you been to the US ? The consumer is very tough , I agree with you , If you cant decide what you want , then don't buy it . I have a friend who lives there , he bought a 4000in Tv and decided it was to big the store changed it for a smaller one no charge . Maybe business is to blame .

If you cant decide what you want then dont buy it? well at home in the u.s. we have the right to change your mind or to return or exchange if you so choose to "within limits" its your right as a consumer....no one should let business dictate or control a customer ....people keep business up and running not the other way around....that just like buying a car without a test drive on a real road under real driving conditions .....thats why the dealer is insured....as I stated earlier after ariving in manila I have been burned a couple of times by this and even though I know how things work now I still dont agree and am more catious before letting my money go....if this was the case back home then it would really slow down consumer spending and trust and would tie up a lot of court time as well....please dont knock it until you have tried it ....remember customers come first....as Target and Walmart says we are not and you are not a customer you are a guest.....

[bardm]

I thing this is a North American problem only. In the rest of the world, as far as I know, if you buy something, you bought it. Once it leaves the shop it's considered a used item.

You MAY be lucky enough to return it, but then you will only get part of your money back, becaurse the seller knows he / she has to discount it when reseling it. It's just totally unheard of to buy something new that is actually returned. It's not the next customers problem that you changed your mind! You have to take that financial hit yourself by not getting all of your money back.

This really works fine, and as I see it, is a fair way of dealing with the issue. You should consider yourself lucky to be able to return it at all, even if not getting a full refund. In USA I guess they go more by "what the next customer don't know...". I really think the north amercian way shows a disrespect for the customers and a need to sell at any cost.

[flyback]

Originally Posted by bardm

This really works fine, and as I see it, is a fair way of dealing with the issue. You should consider yourself lucky to be able to return it at all, even if not getting a full refund. In USA I guess they go more by "what the next customer don't know...". I really think the north amercian way shows a disrespect for the customers and a need to sell at any cost.

First, I *wish* allowing returns was the universal "North American way," but it certainly is not. Don't believe everything you read on the internet.

That said, return policies don't show "disrespect for customers." They show confidence by sellers in the products being sold. A retailer who allows returns is betting that that policy will pay for itself in increased sales. And the consumer benefits because he or she can buy with confidence.

Don't think if you live someplace where retailers are hard-asses about returns that that in any way benefits you. It doesn't guarantee the condition of items being sold. All it means is that when you inevitably receive a product that's not right, you're stuck.

What's with all the passion against Rolex's alleged/perceived/proposed customer-friendly policies in another country? Are you folks Omega shareholders?

[bran319]

My AD will not re-sell a return rolex as new. Instead they sell it on the second hand market. I think a return policy is a must especially for any large dollar purchase.

[bardm]

Originally Posted by flyback

That said, return policies don't show "disrespect for customers." They show confidence by sellers in the products being sold. A retailer who allows returns is betting that that policy will pay for itself in increased sales. And the consumer benefits because he or she can buy with confidence.

Yes, the policy may pay for itself. But only becaurse they never tell the next customer that it's actually used. Of course the custommer who returned the watch will be happy. And the next customer will never know. Not my idea of integrety.

[rajurama]

I agree, I would hate it if I got a watch thats been outside the store and brought back! Regardless its condition I paid for a brand new watch and thats what I would demand!

[flyback]

You're mixing up two different practices.

1) Rolex allowing returns of their product - assuming they even will - is good business. They should be applauded for that.

2) Rolex reselling worn/flawed merchandise as new is not cool. Do they do this? Does Rolex USA refurbish watches and reapply stickers for the ADs? I doubt it. But even if they did, at least there's a remedy (see #1).

The ostensibly new Rolexes in "your part of the world" are no doubt handled by plenty of staff and customers over the months they spend in display cases. The only difference being when you get home and discover "that your bracelet is not exactly how it should have been as delivered from Geneva," you're screwed.

Not really a policy to be proud of. This arrangement seems a lot more friendly to the buyer.

[JJ Irani]

Originally Posted by flyback

The only difference being when you get home and discover "that your bracelet is not exactly how it should have been as delivered from Geneva," you're screwed.

And that's EXACTLY what I'm talking about.

You innocently walk into a Rolex AD expecting everything to be "hunky dory" and come out with an Oyster bracelet that has been tampered with by some bloody idiot who has taken off the all important "O" link and maybe even reconfigurated the entire bracelet all over the place......and then you log onto TRF and find out to your utter consternation that you've been hoodwinked into buying a completely cockeyed bracelet with missing links!!

Yeah, right.......you're well and truly screwed with the RUSA policy!!

[flyback]

Originally Posted by JJ Irani

And that's EXACTLY what I'm talking about.

You innocently walk into a Rolex AD expecting everything to be "hunky dory" and come out with an Oyster bracelet that has been tampered with by some bloody idiot who has taken off the all important "O" link and maybe even reconfigurated the entire bracelet all over the place......and then you log onto TRF and find out to your utter consternation that you've been hoodwinked into buying a completely cockeyed bracelet with missing links!!

Yeah, right.......you're well and truly screwed with the RUSA policy!!

First, I think you're materially misrepresenting "RUSA policy" and the entire premise of this thread is in error. It is *not* the case that all ADs in the US will accept returns and I very seriously doubt that Rolex would refurbish returned merchandise, apply new stickers all over everything and issue replacement blank warranty cards. If you're going to allege that you should provide some evidence.

Second, you are presuming that the return policy at some ADs means that returned watches *must* be sold as new. This is not true.

Third, In your contrived example above, the buyer of that hypothetical tampered-with watch is protected by the very return policy you're making such a fuss about.

Fourth, you're kidding yourself if you think living someplace where ADs happen not to allow returns is a guaranty of quality, or in any way renders you immune to receiving a flawed watch. All it does is limit your options as a buyer.

[Timber Loftis]

Originally Posted by JJ Irani

Yeah, right.......you're well and truly screwed with the RUSA policy!!

No, not actually. You walk right back in and return it, just like the "buyer's remorse" owner before you did.

And shouldn't you be blaming the AD instead of either customer here? I mean, if you sell a Rolex and then take it back as a return without checking the bracelet, then it's your own fault. The AD is supposed to be smarter than this.

I know that when I bought my watch the AD kept it for a week so their certified watchmaker could check it over. If this were always done, event like the one you mention wouldn't occur.

[stanislav]

it is rediculous
imagine Rolex discounting every returned watch just because of change of mind
i can talk to my friend to buy a watch and then return it, after that i will go to buy it heavily discounted because it is not new anymore
you can not do this in europe without real reason, may be in USA only because of competition in this market and purchasing power and consumer society, i think in USA you buy things returned before more often and i don't believe they discount all these returned items, it will be huge loss just because consumers change their minds

[Sperry]

Once the stickers are removed from the watch, the local AD [chain] says it is yours.
If there is a problem with the watch, it will go to an Authorized Service Center, and back to you.

That said, if I ever did buy a watch new from an AD, I'd sure check it out for a couple of hours.
Rather than assume it is 100% in every way, only because it came from the House of Rolex.

[Omega_Precision]

If I purchased new, I would bring my loupe to inspect the watch.

There is no way to know if a watch was returned. It's just something you have to deal with.

Here's another scenario:

My local AD was trying to sell me a Submariner at the time and I was undecided between a Sub or an Explorer. He let me try both watches on for 20 minutes. He allowed me to walk around the store browsing, so I can get a real life feel for the watches. He didn't want me to purchase something I will later regret.

I bought the Sub and the Explorer was put back into the case. I didn't buy the Explorer but would it be considered used? Returned watch or tried on, it doesn't matter because the next customer will not know. If there were scratches put on, they will buff it out.

My answer to this, have the AD sell you a watch that is still in the clear plastic box.