Seeking Advice: Frustration and Disappointment with my Authorized Dealer

[BobbyB]

Hello Rolexforum,

I apologize for the long post but would love some advice:

I'm seeking some guidance on a predicament I'm facing with my Authorized Dealer. I've been a loyal customer at this AD for over 5 years, primarily working with one sales associate throughout that time. I've purchased numerous Rolex watches, demonstrating my loyalty to the store. However, when I called in last March to speak with my sales associate, I was shocked to learn that they were no longer employed there. This came as a significant blow as I had developed a genuine relationship with them. I have referred family and numerous individuals from my real estate network to this store.

After this news, the store manager reached out to assure me that my purchase history would be honored, and they valued me as a customer. He requested I visit the store the following day to meet a new sales associate. Now, for about 3 years, I've been patiently waiting for a BLNR, a watch that holds great significance to me and that I had discussed with my previous sales associate as a goal. The store manager, while unable to release the BLNR on that day due to a recent purchase, assured me that I remained on the waiting list.

Upon meeting my new sales associate, we discussed the BLNR, and she informed me that I could expect to receive the watch in May for my birthday. I rearranged my plans accordingly, eagerly anticipating the call. Regrettably, my birthday came and went without any communication. Following up, she now states that I can definitely expect it in June. However, as June draws to a close, I still haven't received any updates. Compounding my frustration, I discovered a recent Yelp post where someone claimed to have acquired the BLNR from the store as their first purchase (photos included). Perplexed, I raised this issue with my sales associate, who seemed unaware of the situation. She assured me that this shouldn't have happened, considering my status as a top customer, and promised to investigate further by contacting the sales associate who made the sale. That was last Friday, and I'm yet to receive any response.

In light of these events, I'm uncertain about the best course of action. Should I reach out to the store manager or let the matter go? While I'm not confrontational by nature, I can't help but feel overlooked after 5 years of loyal patronage. It seems as though my extensive purchase history has been disregarded. I would greatly appreciate any advice you can offer on how to handle this situation.

Thank you in advance for your guidance.

[sski]

can be hit or miss. my sa texted me out of the blue last year that i should have the BLNR by end of 2022 (the message made it sound like it was imminent- might just be my interpretation.) never happened; i called as a follow-up and she confirms i'm still on the 'list' but no eta / nothing.

it is what it is; just a watch. if it comes in, great. if not, that's fine too.

[samuel019]

Well I had the Exact same situation happen with a Black 500

First time customer and everything. Customer posted a review on Google with pics. The whole 9

Asked my S A and he said yeah I don’t know about that. A first time customer getting a Black 500. I said well here’s the review. Got some half baked responses

Point being? With some S A’s anything’s possible. And my relationship is 10 years plus. 100k plus. Is what it is

[omar10213245]

Originally Posted by samuel019

Well I had the Exact same situation happen with a Black 500

First time customer and everything. Customer posted a review on Google with pics. The whole 9

Asked my S A and he said yeah I don’t know about that. A first time customer getting a Black 500. I said well here’s the review. Got some half baked responses

Point being? With some S A’s anything’s possible. And my relationship is 10 years plus. 100k plus. Is what it is

Black 500??

[77T]

Originally Posted by omar10213245

Black 500??

116500 (at the time that happened)
Daytona SS with black dial.


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[omar10213245]

Originally Posted by 77T

116500 (at the time that happened)
Daytona SS with black dial.


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ah ok, got it. thanks

[MRBolton]

Originally Posted by samuel019

Well I had the Exact same situation happen with a Black 500

First time customer and everything. Customer posted a review on Google with pics. The whole 9

Asked my S A and he said yeah I don’t know about that. A first time customer getting a Black 500. I said well here’s the review. Got some half baked responses

Point being? With some S A’s anything’s possible. And my relationship is 10 years plus. 100k plus. Is what it is

Wow, thought this sort of thing happening to me was just my bad luck. I guess not! See my post above. Same watch, but in my case--no Google review, just heard it from a fellow enthusiast in the area who knew the guy who bought the watch from my AD.

[Me4u2night]

I find it hard to believe someone received a BLNR as their first watch. I think the yelp writer may have been exaggerating.

You said you rearranged your plans in anticipation of the call? What exactly does that mean? You stopped your life expecting their call? A bit confusing.

I wouldn’t worry about it. I’m sure you’ll get your allocation soon.

[1995akcoop]

My guy… you have no right to call and speak to anyone at the store about someone else’s purchase. I admit 5yrs is a long time but lets be real, no AD owes you anything just because you have a purchase history. And just because they give you a timeframe still doesn’t guarantee anything. SA’s are only facilitating deals and even then they’re told who and who not to sell to. Ive been on waitlists for years at some ADs and Ive also been fortunate to walk right in and buy form places with where ai have no history. They gotta let strangers win too man. Either wait, go somewhere else, or go grey but NEVER inquire about a purchase made by someone else.


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[BrokenWatch]

Originally Posted by 1995akcoop

My guy… you have no right to call and speak to anyone at the store about someone else’s purchase. I admit 5yrs is a long time but lets be real, no AD owes you anything just because you have a purchase history. And just because they give you a timeframe still doesn’t guarantee anything. SA’s are only facilitating deals and even then they’re told who and who not to sell to. Ive been on waitlists for years at some ADs and Ive also been fortunate to walk right in and buy form places with where ai have no history. They gotta let strangers win too man. Either wait, go somewhere else, or go grey but NEVER inquire about a purchase made by someone else.


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Here! Here!

[dannyp]

Originally Posted by 1995akcoop

My guy… you have no right to call and speak to anyone at the store about someone else’s purchase. I admit 5yrs is a long time but lets be real, no AD owes you anything just because you have a purchase history. And just because they give you a timeframe still doesn’t guarantee anything. SA’s are only facilitating deals and even then they’re told who and who not to sell to. Ive been on waitlists for years at some ADs and Ive also been fortunate to walk right in and buy form places with where ai have no history. They gotta let strangers win too man. Either wait, go somewhere else, or go grey but NEVER inquire about a purchase made by someone else.


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Normally, sure. But I feel like someone posting that publicly on social media/a common review site opens the door to it.

[rockysw]

Originally Posted by dannyp

Normally, sure. But I feel like someone posting that publicly on social media/a common review site opens the door to it.

Agreed.

[SUPERDOC]

The "purchase History" idea is something I have often mused about -

Some people have a "purchase history" but have only bought popular steel models before the Hype.
or popular gold pieces during the hype.

What is a valuable purchase history for the AD is someone who buys high margin, harder to sell watches, or jewelry.

An AD might look at someone who has a Hulk, GMT, Submariner, and think that they already have won the lottery, and that the AD has already given them more than they deserve. Whereas the customer might think that those purchases earn them status..

I'm not making any presumptions, I am just trying to see both sides of the equation. Although it can be argued that anyone buying from AD before the hype should be rewarded (remember there was a time when the AD MSRP was for 'suckers'),
but Most ADs have a short term memory from what I have experienced, and it always comes down to "what have you done for me lately?"

As far as the OP's case goes - if they make a promise, its just BullSh** for them not to deliver - they get shipments every week, I'd suspect that plenty of BLNR have come and gone through those doors in the time you were promised you would get yours, I'd be upset as well.

[noshame]

No customer is owed a piece. Everyone has their own journey and story. Entitlement is the downfall of many.

[Etschell]

Originally Posted by noshame

No customer is owed a piece. Everyone has their own journey and story. Entitlement is the downfall of many.

No store should represent they will deliver a good and welch either. They did however never seem to promise him the next watch.

It is one thing if they said sorry you are SOL. They did not.

[codecow]

How dare they! Think of those 5 years you spent slaving away buying high demand luxury timepieces from them. This is an outrage!!!

[hanw]

Originally Posted by codecow

How dare they! Think of those 5 years you spent slaving away buying high demand luxury timepieces from them. This is an outrage!!!

You are really not helping.

[Marcjvr]

Give davidSw a call. You will have your watch in 2 days and this stress in your life will disappear instantly

[ingoodtime]

Well, IMHO, you can stop in one day and ask to speak with the mgr, just say you were in the area and relay your story but in a humble way, not accusatory. You can say, i've been a good customer over the years, maybe not the bigest spending client you have but certainly a loyal client. You hope they will be able to find you a blnr soon as you have had promises made and have been waiting for years. Rolex is like debeers. They control the flow and marketing of their watches and want to keep supply low to keep value up. That said, I feel your frustration.

[Robf52]

Originally Posted by ingoodtime

Well, IMHO, you can stop in one day and ask to speak with the mgr, just say you were in the area and relay your story but in a humble way, not accusatory. You can say, i've been a good customer over the years, maybe not the bigest spending client you have but certainly a loyal client. You hope they will be able to find you a blnr soon as you have had promises made and have been waiting for years. Rolex is like debeers. They control the flow and marketing of their watches and want to keep supply low to keep value up. That said, I feel your frustration.

Agree. Calmly making your case with the manager should solidify your relationship and up your chances.

[MRBolton]

I agree with the above comment to stop by and mention to the manager how upset you were at the commitments they made to you with no regard to follow-through or follow-up. Give it a month or two, and if you still feel this way... time to go grey.

I feel you completely on this. My SA promised me by the end of 2021 a Daytona. End of 2021 came and went. Then end of 2022 at the beginning of 2022... followed shortly by "I'm not sure," and vacillating back and forth between "soon," "I really hope soon," and all these variations of it.

I'm a good customer with a decent spend history for my area. Not a whale, but I've been loyal and have brought people to the store--one of which has whale potential if they really tried to capitalize on it.

I come to find out this previous January that within the timeframe I was awaiting, there was a new SA that came on board whom they let sell a black dial SS 116500LN Daytona to a customer who came in for his first time, didn't purchase anything, and got the call three days later.

It was at that point that I pretty much gave up hope and decided to work out something going grey. I still try to get the watch from my AD and haven't told them about what I've done, in hopes that I can get the watch, sell the one I bought grey, and recoup what I gave up.

[77T]

As for the SA explaining anything, their hands are tied. If they told you the backstory and you escalated to the manager, they’d be in hot water.

For anyone with the predicament the OP reported, the owner or GM is the only source of accurate info.

SAs are in a competition to get their client the next “anything precious” allocated.


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[Sixty Calis]

Originally Posted by 77T

As for the SA explaining anything, their hands are tied. If they told you the backstory and you escalated to the manager, they’d be in hot water.

For anyone with the predicament the OP reported, the owner or GM is the only source of accurate info.

SAs are in a competition to get their client the next “anything precious” allocated.


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Exactly my thought.


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[mmbiker]

That really sucks... BLNR is hard but not impossible. BLRO is a lot harder...

Five yrs isn't very long but sounds like you bought a lots of watches from them already, they should make more effort to get "just" a BLNR... I would be demanding a Daytona SS with your large purchase history :)

[ADINVA]

I just stopped hoping to get any steel models. I literally stop visiting ADs knowing that I would never be able to get one.

[jstan9]

Originally Posted by BobbyB

Hello Rolexforum,

I apologize for the long post but would love some advice:

I'm seeking some guidance on a predicament I'm facing with my Authorized Dealer. I've been a loyal customer at this AD for over 5 years, primarily working with one sales associate throughout that time. I've purchased numerous Rolex watches, demonstrating my loyalty to the store. However, when I called in last March to speak with my sales associate, I was shocked to learn that they were no longer employed there. This came as a significant blow as I had developed a genuine relationship with them. I have referred family and numerous individuals from my real estate network to this store.

After this news, the store manager reached out to assure me that my purchase history would be honored, and they valued me as a customer. He requested I visit the store the following day to meet a new sales associate. Now, for about 3 years, I've been patiently waiting for a BLNR, a watch that holds great significance to me and that I had discussed with my previous sales associate as a goal. The store manager, while unable to release the BLNR on that day due to a recent purchase, assured me that I remained on the waiting list.

Upon meeting my new sales associate, we discussed the BLNR, and she informed me that I could expect to receive the watch in May for my birthday. I rearranged my plans accordingly, eagerly anticipating the call. Regrettably, my birthday came and went without any communication. Following up, she now states that I can definitely expect it in June. However, as June draws to a close, I still haven't received any updates. Compounding my frustration, I discovered a recent Yelp post where someone claimed to have acquired the BLNR from the store as their first purchase (photos included). Perplexed, I raised this issue with my sales associate, who seemed unaware of the situation. She assured me that this shouldn't have happened, considering my status as a top customer, and promised to investigate further by contacting the sales associate who made the sale. That was last Friday, and I'm yet to receive any response.

In light of these events, I'm uncertain about the best course of action. Should I reach out to the store manager or let the matter go? While I'm not confrontational by nature, I can't help but feel overlooked after 5 years of loyal patronage. It seems as though my extensive purchase history has been disregarded. I would greatly appreciate any advice you can offer on how to handle this situation.

Thank you in advance for your guidance.

I was in the exact same boat. My SA “got” me and would show me special treasures like the turquoise op or the white gold Pepsi gmt. We bought and bought. Watches for me and my partner, emerald ear rings for my sister, $30,000 worth of anniversary rings, and so on. Then he left. I’ve reached out because I’m still in the market for a dream Rolex or two…but you just can’t replace the original relationship. They’ve been very nice, but they don’t know me.

I’ve decided to move on. We’re in a new city and state. But I understand your situation.

[Halifax Daytona UK]

Originally Posted by jstan9

$30,000 worth of anniversary rings,.

That were only worth $10,000 !

[Greenwood_]

Sorry you’re feeling frustrated.

5 years waiting for a BLNR with purchase history - sounds like it isn’t going to happen with your AD.

[brandrea]

Originally Posted by Greenwood_

Sorry you’re feeling frustrated.

5 years waiting for a BLNR with purchase history - sounds like it isn’t going to happen with your AD.

This ^^^

[hambone1983]

I would just break up with them