A Visit to the Big T

[azguy]

I stopped in Tourneau yesterday and I know this has been beaten to death but I hate that place

It's in one of the big malls here and I was killing time and decided to look around. I've been in this one before and it's always the same deal.

I walk in and get followed around and as I look at watches I get a 5 minute speech on the watch, the history, etc, etc...everytime I say anything they start pulling the watch out and I have to stop them. The sales people just will NOT leave your side

I can't understand when I say "I'll let you know if I need anything" why they can't just let me look around and have some fun

[dddrees]

I get it, unfortunately they maybe doing exactly what they have been told they have to do.

[daunwaun]

old sales tactics that hardly ever work...

[Speed]

Other Turdneau tactic is to ignore you.

Not much in between it seems.

[roger0770]

i am sorry to hear about your experience at the big t. i hate the big t and the rolex boutique in nyc for their lousy customer service and lack of knowledge. however, i LOVE the rolex boutique here in san francisco because their knowledgable staff, especially ryan, and great customer service.

[warren G.]

Originally Posted by Speed

Other Turdneau tactic is to ignore you.

Not much in between it seems.

This was my thought. Every time I'm at a Big T. I never get any services in the beginning. Like a few days ago, I was staring at the Blancpain case for at least 5-10 mins. Every single SA pass me up and didn't said a single word. Then I look over to my cousin and told him I was debating on the Fifty Fathom or a Sub-C. Then a few SA was racing towards to me. I also got the chance to stop by the Cartier, Omega, and Montblanc boutique. The service over there was night and day compare to Big T and Ben Bridge.

[DiamondJack]

You're absolutely right. That sort of approach just stops you returning........ They should realise people just like looking and trying watches on and will not necessarily buy on every occasion.

There is an AD in Bond St, London, I popped into about 6 months ago when I was in two minds about a WG Sub or WG Panda dial Daytona. I tried the Daytona on in this AD and was in there for perhaps 10 - 15 minutes looking and trying it on. I left saying I needed to think about it and subsequently bought the WG Sub from somewhere else. But I popped in to the same AD recently perhaps 5 months after the first time and was greeted by this same sales guy saying "so have you made your mind up yet on the WG Daytona" ......!!!!!

These were more or less his first words to me after meeting him once 5 months before...... Some may say.... well at least he remembered you ..... But to me it was a weird sort of suggestion that somehow I had wasted his time to the extent he even remembered me after all that time. I couldn't be bothered to say I'd bought lots of watches since then including the WG sub and pretty much left after a quick browse.

And will be very unlikely ever to return.......

Why don't ADs encourage us to return time and time again and try and try again. Instead of making us feel uncomfortable if we don't buy every time.

A crazy non business generating approach in my opinion but all too common

[Mickey®]

Originally Posted by DiamondJack

You're absolutely right. That sort of approach just stops you returning........ They should realise people just like looking and trying watches on and will not necessarily buy on every occasion.

There is an AD in Bond St, London, I popped into about 6 months ago when I was in two minds about a WG Sub or WG Panda dial Daytona. I tried the Daytona on in this AD and was in there for perhaps 10 - 15 minutes looking and trying it on. I left saying I needed to think about it and subsequently bought the WG Sub from somewhere else. But I popped in to the same AD recently perhaps 5 months after the first time and was greeted by this same sales guy saying "so have you made your mind up yet on the WG Daytona" ......!!!!!

These were more or less his first words to me after meeting him once 5 months before...... Some may say.... well at least he remembered you ..... But to me it was a weird sort of suggestion that somehow I had wasted his time to the extent he even remembered me after all that time. I couldn't be bothered to say I'd bought lots of watches since then including the WG sub and pretty much left after a quick browse.

And will be very unlikely ever to return.......

Why don't ADs encourage us to return time and time again and try and try again. Instead of making us feel uncomfortable if we don't buy every time.

A crazy non business generating approach in my opinion but all too common

See I would have thought he was a good salesman with a great memory for names, faces or watches! Interesting...

[MoBe]

I guess the chain stores don`t pay their sales staff very well and it shows.

Independant AD`s seem to attract a better grade of sales people but not as much as I would like.The sales staff at my local Rolex AD seem to know little if any Rolex history,whenever I refer to a watch style or type older than their current stock I get a blank look as if I were talking about Quantum Physics.

[DJ Hawaii]

Same here at the Tourneau in Waikiki, they are so used to the Japanese coming over here at 77 yen to the dollar that we are looked at as second class citizens.

[wrxsti]

its better they try to serve u than them ignoring u

[RedBaronF2001]

I usually just visit Tourneaus to try one watches and browse their often diverse collection. I've never had a positive experience at a Tourneau. It's a shame, too, because they could really stand out as a premier retailer given their locations and buying power.

[Arthur Daley]

Just curious - are they still an AD for Rolex? The Atlanta store no longer carries Rolex (as of this year, apparently), hence the question.

[DJ Hawaii]

The Waikiki store only sells per-owned Rolex.

[Arthur Daley]

Originally Posted by DJ Hawaii

The Waikiki store only sells per-owned Rolex.

That's also the case with Atlanta; selling pre-owned doesn't require AD status apparently.

[RedBaronF2001]

Originally Posted by Arthur Daley

Just curious - are they still an AD for Rolex? The Atlanta store no longer carries Rolex (as of this year, apparently), hence the question.

At least one of them is - the one in Naples, Florida.

[azguy]

Originally Posted by Arthur Daley

Just curious - are they still an AD for Rolex? The Atlanta store no longer carries Rolex (as of this year, apparently), hence the question.

The Scottsdale location does not have any Rolex's, new or pre-owned. They told me about a year ago it was because Ben Bridge was a Rolex AD and they are just doors away and very nice I might add

FWIW, I don't mind customer service; this is just annoying Like I said, I go in there whenever I'm at the mall ( 3-4x's a year) and it's always the same....2 feet off of your nose for the whole visit.

[Joey_V]

Originally Posted by azguy

The Scottsdale location does not have any Rolex's, new or pre-owned. They told me about a year ago it was because Ben Bridge was a Rolex AD and they are just doors away and very nice I might add

FWIW, I don't mind customer service; this is just annoying Like I said, I go in there whenever I'm at the mall ( 3-4x's a year) and it's always the same....2 feet off of your nose for the whole visit.

I've been to the Scottsdale Turdneau... they actually gave me some good attention and service, but they just seem so sleazy.

[Chozn1]

Originally Posted by Arthur Daley

Just curious - are they still an AD for Rolex? The Atlanta store no longer carries Rolex (as of this year, apparently), hence the question.

In Lenox Mall I spoke with the store's manager who said Mayor's pitched a fit about Tournea being allowed AD status 100' from their store... So Rolex yanked the line in their instance since Mayor was there first.

[Steven79]

The big T in houston is worse. they say "can i help you"? thats it.

when you do want to see something, they barely care to show it to you.

i really hate that company. but i do poke my head in once in a while just to look.

[PeteNYC13]

I am sorry ...but I always love these threads. Tourneau stinks, blah blah blah... Again, they must do something well because they are the largest watch seller in the world. Just like everyone complains about McDonald's food but you can't throw a rock without hitting one.
Also... If you all hate it so much, how come you can't stop going in. I get it, it's nice to look but they are running a business! All the people that go in there and look - don't pay the bills. The sales reps may have a shi**y attitude becuase it seems 90% of the people that go in there are just looking at watches... or there to "QUIZ" their sales staff on the proper spring tension for a 1968 Sub that was sold in June! (okay, that was made up! lol)
Take what you do for a living and imagine that more often than not, people were coming to your store/office and not spending money - I know it's part of retail life but it sucks for them and is getting worse. Also, while you were looking at watches you had no intention of buying while roaming the mall the day after Christmas, they were stuck working. I am sure they are happy to have a good job but I am sure they would rather be with thier friends and family.

Again, my two cents...and I always end up defending them, but I have no love for Tourneu, I just avoid the place!

Happy Holidays.
-Pete

[Chozn1]

Originally Posted by PeteNYC13

I am sorry ...but I always love these threads...If you all hate it so much, how come you can't stop going in.

Again, my two cents...and I always end up defending them, but I have no love for Tourneu, I just avoid the place!

Happy Holidays.
-Pete

You might follow some of your own advice and avoid these threads if you don't like them. I've only been in T twice. The first time was ok. The second is where I got the horrible experience. Only after coming here did I realize the frequency of such, and if people want to relay their experiences it's certainly their right since that's kinda the point of an internet forum.

[PeteNYC13]

Originally Posted by Chozn1

You might follow some of your own advice and avoid these threads if you don't like them. I've only been in T twice. The first time was ok. The second is where I got the horrible experience. Only after coming here did I realize the frequency of such, and if people want to relay their experiences it's certainly their right since that's kinda the point of an internet forum.

__________________________________________________ ____________

Thanks, difference is - This IS a Forum, by definition, it's for discussion and debate. Retail stores by definition are there to sell goods in exchange for money.

-Pete

[Chozn1]

Originally Posted by PeteNYC13

__________________________________________________ ____________

Thanks, difference is - This IS a Forum, by definition, it's for discussion and debate. Retail stores by definition are there to sell goods in exchange for money.

-Pete

Correct. And when a potential buyer walks into a retail store and is treated like ****, it's considered odd. They'd better be glad they can live off the Rolex reputation, because theirs sucks. Too many folks talk about it for there not to be some truth to it.

As far as kicking tires and wasting a salesperson's time, more than one person has walked into a jewelry store to "just look", and come out with a bag. Like my Bluesey. Or like last month... and the canary diamond that now resides on my wife's finger

[FremStar]

I have never had a problem at Tourneau. No problem in NY, Hawaii, Chicago, Boston, Vegas, etc. My last purchase (black dial - 216570) was at the TWC in Chicago. I had a seamless transaction dealing with Laura there. in fact my experience there was so good I recommended another member here to them and he picked up the Polar 216570. Needless to say our overall experience was very good if not excellent

[77T]

I have seen many posts about poor retail experiences at one chain or another. Even the boutique approach has met with uneven results.

I wonder if Rolex's Marketing and Retail Departments could benefit from lessons learned at the Apple Retail Stores?

Put clueful, enthusiastic, respectful people out front with the goods (in glass cases, of course) and have a "genius bar" in the back for the true WIS clientele.

[Z-Sub]

I was in Vegas over the weekend and visited the AD in Mirage, Wynn and Bellagio.

Customer service was not so hot at Wynn. Went there Sunday night, two sales just stood there to talk to each other and never stopped and just carried on their conversation as if there was no customer.

I walked by the Big T in Caesar's Palace as I didn't have much interest in going in there as I had bad experience last time. The only "Greeting" I got there ther previous time was "we're closing in 15 minutes".

Mirage had the best service. Nice attentive sales lady.

[Watch Professor]

I have had largely positive experiences in the Tourneaus I've visited, with the exception of the Vegas store. I bought my GMT IIC from the store at the Roosevelt Field Mall on Long Island (ask for Alex) and my Omega Speedmaster from the Tourneau in Huntington Station, Long Island. Both transactions were by knowledgable salespeople, offering very good and efficient service with decent discounts.

Try the Tourneau at the Ball Harbor Shops in Bal Harbor, Florida. Exceptionally knowledgable salespeople willing to help without being pushy. The same is true for the Palm Beach, Florida Tourneau.

[gazp]

Originally Posted by DiamondJack

You're absolutely right. That sort of approach just stops you returning........ They should realise people just like looking and trying watches on and will not necessarily buy on every occasion.

There is an AD in Bond St, London, I popped into about 6 months ago when I was in two minds about a WG Sub or WG Panda dial Daytona. I tried the Daytona on in this AD and was in there for perhaps 10 - 15 minutes looking and trying it on. I left saying I needed to think about it and subsequently bought the WG Sub from somewhere else. But I popped in to the same AD recently perhaps 5 months after the first time and was greeted by this same sales guy saying "so have you made your mind up yet on the WG Daytona" ......!!!!!

These were more or less his first words to me after meeting him once 5 months before...... Some may say.... well at least he remembered you ..... But to me it was a weird sort of suggestion that somehow I had wasted his time to the extent he even remembered me after all that time. I couldn't be bothered to say I'd bought lots of watches since then including the WG sub and pretty much left after a quick browse.

And will be very unlikely ever to return.......

Why don't ADs encourage us to return time and time again and try and try again. Instead of making us feel uncomfortable if we don't buy every time.

A crazy non business generating approach in my opinion but all too common

So let me get this right/

You walked into an AD , wasted 15 mins of the salesmans time and then bought a watch elsewhere.

You then went in again, presumably to waste more of the salesmans time and he rememebered you and also rememembered that you were after a WG Daytona and now you are calling the poor guy on this forum

Have you ever thought that you might be the one in the wrong here and that the salesman was just doing his job , and in a professional manner by the sound of it .

There is no pleasing some people

[zhiunit]

haha i get the same experience at the tournea i walk by as well =) and i hate it, but its better than being ignored tho im not gonna lie

i had same experience this one time in a OMEGA boutique at natick mall in MA AND the sales guy told me ROLEX uses ETA movements and OMEGA uses in house movements....so i said o..k... and just left haha