A sad story at a Kansas City AD

[DoctorA]

I hesitated if I should write this or not. I tried to give them the benefit of doubt but they kept proving their ill intention

I went to a local pretty big AD in Kansas City (Tivol in Leawood Kansas) to Buy my very first Rolex about a month ago. I got what I wanted (subC) and was pretty pleased with my experience.

I went back two weeks later to buy a Blue DJ41. Was told by the same sales associate that it wasn’t in stock but they would call me once they have it

A few days later I got the call that they have the watch. And that they would give it to me for $6079 which I thought was a good price. I tried to get a free watch winder (like I got with my subC) but was told that they can reduce the price more if I would like instead!!!!! Of course I was naive and said sure....they lowered it down to $5100! But told me that they can’t give me the warranty card and their explanation which I found out later not to be true was “Rolex confiscates the warranty Cards when we apply significant discounts” but they would give me 5year in house warranty the naive me thought what a great deal!
But thanks to TRF, I posted that and was told by everyone there isn’t such a thing. I called Rolex in New York and was told that Rolex doesn’t do that
I went in and the manager told me with a straight face that “it is a brand new watch and what we told you is the truth”
I confronted them with what I learned and asked to see the watch. They brought it in a bubble wrap bag, no stickers, no tags and no card. With fine scratches on the bracelet and I found it is a DJ2 (they told me DJ41 on the phone)


Long story short I called them the following day and said if you put on the receipt that it’s a brand new watch, I will buy it. They finally told me........ the watch was bought new from them a year ago then returned and they were trying to sell it again!!!

I was told by them when I asked at least ten times that the watch is brand new and found out later it is not!!

That breaks all confidence and I wonder what they do with their other sales and wonder how many people they scammed with such a story

I don’t want to speculate and I hope this is not something they always do but felt obligated to share my story for those in Kansas City to be aware and careful when dealing with them.

I ended up buying my watch on TRF and am very happy with my purchase but sad for what an AD would do!!
Btw I am reporting them to BBB

[Torque Time]

Hate to hear you had such a bad experience at an AD...bad carma for sure and causes questions about confidence and integrity.

Great call reporting to BBB!

[swatty]

Isn’t the price of a new DJ41 closer to $8k ?

[1William]

Thanks for sharing the story. I would never do business with them and I hope other will not either. So much easier to just tell the truth and work on a sale with a customer.

[DoctorA]

Originally Posted by swatty

Isn’t the price of a new DJ41 closer to $8k ?

I actually got my DJ41 jubilee bracelet smooth bezel BNIB from a trusted TRF seller for under $6K
It’s MSRP is $7350

The DJ2 ( the one they tried selling to me) has an MSRP of $7150. But it goes for major discounts being replaced by the DJ41

[Leeq]

When they don't dish out the warranty card always know that it is a return or a pre owned watch. It's sad that they were not upfront with you. Did you speak with a Manager about your experience? I've heard Tivol of being a very reputable dealer. Perhaps it was one bad apple? anyhow it is still unacceptable. On another note, congratulations on your new watch!

Originally Posted by DoctorA

I hesitated if I should write this or not. I tried to give them the benefit of doubt but they kept proving their ill intention

I went to a local pretty big AD in Kansas City (Tivol in Leawood Kansas) to Buy my very first Rolex about a month ago. I got what I wanted (subC) and was pretty pleased with my experience.

I went back two weeks later to buy a Blue DJ41. Was told by the same sales associate that it wasn’t in stock but they would call me once they have it

A few days later I got the call that they have the watch. And that they would give it to me for $6079 which I thought was a good price. I tried to get a free watch winder (like I got with my subC) but was told that they can reduce the price more if I would like instead!!!!! Of course I was naive and said sure....they lowered it down to $5100! But told me that they can’t give me the warranty card and their explanation which I found out later not to be true was “Rolex confiscates the warranty Cards when we apply significant discounts” but they would give me 5year in house warranty the naive me thought what a great deal!
But thanks to TRF, I posted that and was told by everyone there isn’t such a thing. I called Rolex in New York and was told that Rolex doesn’t do that
I went in and the manager told me with a straight face that “it is a brand new watch and what we told you is the truth”
I confronted them with what I learned and asked to see the watch. They brought it in a bubble wrap bag, no stickers, no tags and no card. With fine scratches on the bracelet and I found it is a DJ2 (they told me DJ41 on the phone)


Long story short I called them the following day and said if you put on the receipt that it’s a brand new watch, I will buy it. They finally told me........ the watch was bought new from them a year ago then returned and they were trying to sell it again!!!

I was told by them when I asked at least ten times that the watch is brand new and found out later it is not!!

That breaks all confidence and I wonder what they do with their other sales and wonder how many people they scammed with such a story

I don’t want to speculate and I hope this is not something they always do but felt obligated to share my story for those in Kansas City to be aware and careful when dealing with them.

I ended up buying my watch on TRF and am very happy with my purchase but sad for what an AD would do!!
Btw I am reporting them to BBB

[alex_moreno111]

wow that's crazy, good move to report to BBB.

[DoctorA]

Tivol made it right. Today I got a call from Mr Hunter, who was super nice, super professional and apologized about the mistake. He explained that it was a misunderstanding (which I totally believe given the sincerity and reputation they have)
I went in and met with him. Such a gentleman and great customer service. I’m glad that my next purchase will most definetly be at Tivol!

[jakologo]

So ten times they said it was brand new
And they said it was a DJ41
And the manager said “it was definitely brand new”
And the elaborate story about Rolex taking back warranty cards when watch is deeply discounted
And now they are sincere and reputable as it was all a misunderstanding?
Maybe it’s just me...

[DoctorA]

Originally Posted by jakologo

So ten times they said it was brand new
And they said it was a DJ41
And the manager said “it was definitely brand new”
And the elaborate story about Rolex taking back warranty cards when watch is deeply discounted
And now they are sincere and reputable as it was all a misunderstanding?
Maybe it’s just me...

I actually got to talk to the VP of the company and he explained the misunderstanding as the sales associate called me thinking it was DJ41 but when it arrived it was DJ ii. Also he explained the watch was returned but the sales associate didn’t know that

He apologized for the mistake and owned it. The man seemed very sincere and he wanted to make things right. He even offered me the DJ 41 at a significant discount but I had already bought it elsewhere

I feel that if they were truly meaning bad they would t have bothered to call, apologize or even explain.

[Naples09]

Originally Posted by DoctorA

I actually got to talk to the VP of the company and he explained the misunderstanding as the sales associate called me thinking it was DJ41 but when it arrived it was DJ ii. Also he explained the watch was returned but the sales associate didn’t know that

He apologized for the mistake and owned it. The man seemed very sincere and he wanted to make things right. He even offered me the DJ 41 at a significant discount but I had already bought it elsewhere

I feel that if they were truly meaning bad they would t have bothered to call, apologize or even explain.

You should have asked for a Daytona C!

[DoctorA]

I did
And I’m getting a hulk at a discount!!

[jakologo]

Well played !

[Lew_greene]

:thumb sup:

[DoctorA]

Honestly the most I’m pleased with is having my trust back in my AD as I have a list of models I still want to add and it was great to have a company admits a mistake and makes it right
At the end, who doesn’t make a mistake, but what makes the difference is admitting it and fixing it
Thank you All for all the tips, suggestions and direction. Honestly this is the best forum ever!
Thank you!

[TripleB Boston]

I wonder If they were reading TRF?