AD experience "brick and mortar" RANT

[jcd]

Originally Posted by Thatguy

I've only found 1 AD with a knowledgable person and that is where I will buy in the future. All others I have visited it was painful to talk with the sales staff. Never had a problem with them bringing watches out though.

Care to share where that would be? I've only really dealt with Goodman's in Madison. Very nice folks, but only one guy seems very knowledgeable about Rolex.

[Dennis94]

Funny you mention that you were treated that way, guess we are on the same boat. I am 19 years old and when I purchased my first Rolex 4 months ago I got the same treatment. I went in there for a Sub C no date and they took me as a joke. I understand I'm only 19 years old but you can't dismiss the fact that I was dressed in a suit and was well groomed.

Just like some of the others guys in here are saying, compared to Apple where they bend their back over for you one would think Rolex would do the same if not better.

[JakaB]

I don't think you are sincere in saying that you would have purchased a watch that day. I just spent a couple of weeks in NY visiting all the best boutiques. Treated wonderfully in every single store. Most surprised by the Patek store at Tiffany's which occupies the second floor of the store. Wonderful people who never hurried me and made great conversation. When I told them that they were competing with FP Journe they had nothing but great things to say about the watch and the man himself. The people at Wempe were equally nice. Of course I went with the FP Journe because of the watch even though the service was equally outstanding. Btw. I wouldn't be caught dead wearing a hat indoors.

[Pep04]

Originally Posted by robotkiller

I agree - any half witted salesman should have spotted the GMTIIc and that should have been more than enough. That said, if you are a younger guy in casual clothes then some salespeople will be stiff, regardless. I usually wear business attire when going to these places and I always get excellent service, but then I have to do this - people seem to think I'm in my early twenties when I dress casually.

Sorry for the crap experience.

While I understand your position, I NEVER "dress up" to go buy something. I am not a flashy guy but I am not a slob. I'm an outdoorsman and dress as such. I usually wear shorts, my fishing team shirt and Crocks. I don't understand the need to dress like someone that can afford what I can.

I have gone to luxury car dealerships dressed the way I do and never been treated wrong. I did, in fact, go in usual garb to an AD and got the standoff attitude. I had purchased there before. I bought some jewelry for my wife and three watches there. When the sales guy started to brush me off, I politely asked for the manager that I have dealt with. Immediately, the guy looked confused and called for him. When he came out with a BIG smile on his face asking how my wife and kids were doing, the sales guy had a look of embarrassment on his face. I asked the manager if the guy was new (right in front of him but not in a rude way), he said yes and asked if everything was fine. I cordially told him all was fine but I rather deal with him.


Since then, if I am ever in the store in my Crocks, I get smiles from sales staff. I don't like getting my ass kissed so I tend not to stop in. I understand that there are a lot of window shoppers that waste their time but they are in sales and should offer everyone the same respect regardless of their buying power. You should respect everyone the same way you like to be respected.

[GradyPhilpott]

I always wear jeans and I either wear a Hawaiian-style shirt, a t-shirt, or a mock-turtleneck.

When I go to my AD, even the first time, I am treated with the utmost courtesy and respect.

Now that they know me, they'll pull out several watches at a time, but I'm pretty sure that in the beginning, it was one watch at a time.

I don't think you can blame AD staff for being a bit skittish, what with the kinds of robberies that we discuss here quite frequently.

However, whatever salespeople do in terms of protocol should be done with respect for the customer, but I think we all know that people these days as a general rule, really don't know what respectful behavior is. So when I go into any retailer, I'm ready for whatever.

I certainly don't expect special treatment because of my watch or even my clothes, if say, I were to wear a three-piece suit.

I do agree that if Rolex is going to dictate so much with regard to their ADs, maybe they could take some time to send some to charm school, based on some of the stories I read here.

[melons]

Originally Posted by DC Engineer

So I dropped into an AD (Lenkersdorfer) today to look at a few watches. I also had cash on hand if I was seriously compelled to buy. I was interested in a DJII and a AP Royal Oak.

I exchanged some banter about watches, very dry banter I might add. I'm not certain if the environment makes these guys stiff or not. I feel like I should have the ease of making a watch purchase similar to what you would experience in an Apple store. The salesman takes out the display tray and I try on the DJII. When we move to the second display case to try on another watch, the guy is hesitant to pull out the display to try on. At this point, I opted to not press the issue. I was in the store wearing my GMTIIc, which I thought, at minimum, would convey that I was a potential buyer. I was cordial and took the salesman's business card, but my mind is made up about never going to a brick and mortar store to purchase a watch. In my opinion, the AD's are nothing more than showrooms. I had a much better experience buying from a trusted seller on TRF.

This may sound odd, but if I'm dropping a couple of grand on a watch "AND" also paying retail I expect much more. Is having the customer satisfaction experience you'd get at Nordstrom's or an Apple store too much to ask for at an AD?

I was at the same AD on a recent Sunday and had great experience, same as always. Even tried on a few while there (15400, Daytona, Explorer 1, etc.). Sorry yours was not the same, maybe they were having an off day.

[JakaB]

One of my best experiences was at the IWC boutique. After spending some time trying to find a watch I liked I settled on the minute repeater. The salesman never blinked an eye and offered to show me the gold model. I told him that I prefer platinum and would like to know how much they cost. It took him a full five minutes of work to get it figured out. All I can remember is hearing 90 come out of his mouth before I went blank. And to think Oprah couldn't get a look at a purse at a third of the price.

[robotkiller]

Originally Posted by Pep04

While I understand your position, I NEVER "dress up" to go buy something. I am not a flashy guy but I am not a slob. I'm an outdoorsman and dress as such. I usually wear shorts, my fishing team shirt and Crocks. I don't understand the need to dress like someone that can afford what I can.

I have gone to luxury car dealerships dressed the way I do and never been treated wrong. I did, in fact, go in usual garb to an AD and got the standoff attitude. I had purchased there before. I bought some jewelry for my wife and three watches there. When the sales guy started to brush me off, I politely asked for the manager that I have dealt with. Immediately, the guy looked confused and called for him. When he came out with a BIG smile on his face asking how my wife and kids were doing, the sales guy had a look of embarrassment on his face. I asked the manager if the guy was new (right in front of him but not in a rude way), he said yes and asked if everything was fine. I cordially told him all was fine but I rather deal with him.


Since then, if I am ever in the store in my Crocks, I get smiles from sales staff. I don't like getting my ass kissed so I tend not to stop in. I understand that there are a lot of window shoppers that waste their time but they are in sales and should offer everyone the same respect regardless of their buying power. You should respect everyone the same way you like to be respected.

To each his own. It's human nature for many salespeople to judge people on their appearances. I find it easier to simply wear my work attire - which is as fancy as a button down plaid shirt and khakis - and get excellent service, every time.

There is also the point that some of these businesses strive to create a nice, formal atmosphere for their customers. I don't think it's unreasonable to respect that and dress appropriately for the environment.

Am I justifying snobbery and elitism? Not a chance. Just bringing up another point of view.

[schwantz1]

I always wear jeans and a tee shirt with a cheap seiko or citizen and I received knowlegible fair service even trying on a platinum day-date. Price discounts quoted were always very fair at my local Pittsburgh AD.

[datejusting]

Sounds like the salesmen are sizing you up and are concluding that you are part of the "I am just looking today" crowd and they don't want to waste time with you. Try looking like a buyer when you walk in the door.

[Thatguy]

Originally Posted by jcd

Care to share where that would be? I've only really dealt with Goodman's in Madison. Very nice folks, but only one guy seems very knowledgeable about Rolex.

Sure, although its not a WI store. Smithworks in Spartanburg, SC. Seth is very knowledgable and trustworthy and I plan on buying from him in the future. I travel there on business a lot.

[Thatguy]

Originally Posted by datejusting

Sounds like the salesmen are sizing you up and are concluding that you are part of the "I am just looking today" crowd and they don't want to waste time with you. Try looking like a buyer when you walk in the door.

What exactly does a buyer look like? I spent many years in sales and have learned not to judge someone's ability to buy by their cloths. I have met millionaires who dressed poorly and people driving $100k cars with terrible credit and no money in the bank. It's a poor salesperson who prejudges a potential customer.

[anothernewphone]

I got back from Tourneau in KOP today. I came home with a 114060. I was wearing shorts and a t-shirt, and I have a lot of my body covered in tattoos. I was treated really well, and left happy paying retail.

[SixPak]

Originally Posted by robotkiller

To each his own. It's human nature for many salespeople to judge people on their appearances. I find it easier to simply wear my work attire - which is as fancy as a button down plaid shirt and khakis - and get excellent service, every time.

There is also the point that some of these businesses strive to create a nice, formal atmosphere for their customers. I don't think it's unreasonable to respect that and dress appropriately for the environment.

Am I justifying snobbery and elitism? Not a chance. Just bringing up another point of view.

This is sad but very true. I'm always dressed in smart casual clothes when going to an AD (or to a car dealership) and have never experienced anything less than stellar service. Does it mean I have more money to burn than the sloppy guy next to me in jeans and t-shirt? The answer is of course no.

[horseco]

I cringe at the thought of walking in an AD, having to listen to the nonsense about whatever watch you are interested in, being extremely rare, about to be discontinued , the price is going up 20% next week, if they give you a discount, Rolex will behead the salesman's first born, then revoke their dealer status ... The list is endless...

[DC Engineer]

so should potential buyers wear a shirt and tie to purchase at a AD? my point is that for selecting a watch, the AD's should be a bit more considerate and provide a bit of ease; especially when the buyer comes into the store, wearing a Rolex and knows the model numbers of the different dial configurations. Any person would clearly discern that I was a WIS. I was shocked at how this guy didn't accommodate, especially at the price points for a watch at MSRP.

At the same time I went to an Apple store to replace a shattered glass back on my iPhone and this kid gave the royal treatment. He even showed some emotion about replacing the caseback, a $35 fix mind you. I swear this Apple rep grabbed my iPhone and sympathized with me. He was close to saying, "Sorry about your loss" as if a family member died. Not that I want my ass kissed at a AD, but can you understand my point here???

[datejusting]

Originally Posted by Thatguy

What exactly does a buyer look like? I spent many years in sales and have learned not to judge someone's ability to buy by their cloths. I have met millionaires who dressed poorly and people driving $100k cars with terrible credit and no money in the bank. It's a poor salesperson who prejudges a potential customer.

On my first visit to an AD I always approach the salesman first and tell him what I am interested in buying and ask him if he would show it to me. That seems to work pretty well. I don't think clothes has anything to do with it, but perhaps age does.

[Mr. K]

Originally Posted by DC Engineer

I don't think so... every time I've been to an AD it's been a less than pleasant experience. I have never had an enjoyable experience at an AD. However, I can say that I have had great satisfaction at a car dealership, high-end clothing store, barbershop, art gallery, brothel, a rental leasing office, etc. Every visit to an AD has always been sh*tty, oftentimes varying degrees of sh1ttyness.

I can understand getting a dud for a sales rep. It does happen.

But never having an enjoyable experience at any AD... never?

Now that is bad luck. I'd say go use the AD to try on the watches and look at the styles and colors. Then buy here. In the end you will get the last laugh on snotty ADs.

And nobody should give a rip what you wear. Worst way to judge a customer especially when you had cash in hand. Their loss.

[Mr. K]

For the record I have been treated average to very good when I go to ADs. Guess I am just lucky.

[Chaching]

I have an excellent relationship with my AD. No issues here...ever.

[SUBversive]

As far as I can tell the robberies occur with the bad guys smashing entire cases and take everything. If an AD is too nervous to take one watch out to show a buyer who has been in the store then they won't make a sale. Isn't it actually funny how a minimum wage salesman in a badly tailored polyurethane suit and dime store hair piece can make a guy who is ready to plunk down 8 or 10 grand on a watch feel bad. It's happened to me but still funny.

[robotkiller]

Originally Posted by DC Engineer

so should potential buyers wear a shirt and tie to purchase at a AD? my point is that for selecting a watch, the AD's should be a bit more considerate and provide a bit of ease; especially when the buyer comes into the store, wearing a Rolex and knows the model numbers of the different dial configurations. Any person would clearly discern that I was a WIS. I was shocked at how this guy didn't accommodate, especially at the price points for a watch at MSRP.

At the same time I went to an Apple store to replace a shattered glass back on my iPhone and this kid gave the royal treatment. He even showed some emotion about replacing the caseback, a $35 fix mind you. I swear this Apple rep grabbed my iPhone and sympathized with me. He was close to saying, "Sorry about your loss" as if a family member died. Not that I want my ass kissed at a AD, but can you understand my point here???

I think the bottom line is that the AD you visited had a prick working the counter. It happens.

I recall going with my Mother in her $100k SL to a Mercedes dealer to help her test a new Benz (CLS, I think). We were treated like garbage - the saleslady had the nerve to gab on her cellphone during the testdrive. I was so incensed that I called MB USA and complained, as well as to the GM of the dealer. I even told them about how we literally crossed the street and bought a BMW that same day.

You can take it to that level or not. Or just go to another store. All ADs are not bad - they simply are not. Otherwise, you may just feel more comfortable buying online. Nothing wrong with that.

[DC Engineer]

Originally Posted by robotkiller

I think the bottom line is that the AD you visited had a prick working the counter. It happens.

I recall going with my Mother in her $100k SL to a Mercedes dealer to help her test a new Benz (CLS, I think). We were treated like garbage - the saleslady had the nerve to gab on her cellphone during the testdrive. I was so incensed that I called MB USA and complained, as well as to the GM of the dealer. I even told them about how we literally crossed the street and bought a BMW that same day.

You can take it to that level or not. Or just go to another store. All ADs are not bad - they simply are not. Otherwise, you may just feel more comfortable buying online. Nothing wrong with that.

you know, maybe it does require a bit of perspective I suppose. i had a job once where the secretary always treated me like crap. she would mouth off to me and make insulting comments. i never understood it, i complained to the President at the time and he said to me "She's a receptionist and you're a talented engineer, why would you care?". that did stick with me, and it helped me get over her insults.

For some reason, I vision the AD sales reps as making a decent wage, and caring about the service they provide. I sell hi-tech equipment and solutions and I'm just as enthusiastic about a $5K opportunity as I am about closing a $20M deal, it makes no difference to me. I put the same level of effort into every customer regardless of how much they pay or what my commission is, I just love delivering and closing.

[Marrk]

Originally Posted by DC Engineer

At this point, I opted to not press the issue. ...I was cordial and took the salesman's business card, but my mind is made up about never going to a brick and mortar store to purchase a watch.

Classy. I like that.


As for the rest, you are lamenting the decline of quality service in America. Welcome to my world.


By the way, the Apple store is full of nerdy kids. That's not my idea of graceful. And I haven't enjoyed Nordstroms service much lately. It's hit-and-miss, like an AD.

[GB-man]

Originally Posted by iazrollie

Take the gf to either the big island or Maui and go see an AD named baron & leed. They serve unlimited longboard beer and Godiva truffles when you shop.

Awesome! I have been to Maui once as well as Kauai and most recently Oahu. Hawaii is a special place to me and I will keep that in the back of my mind next time I am in the neighborhood!

Originally Posted by JakaB

I don't think you are sincere in saying that you would have purchased a watch that day. I just spent a couple of weeks in NY visiting all the best boutiques. Treated wonderfully in every single store. Most surprised by the Patek store at Tiffany's which occupies the second floor of the store. Wonderful people who never hurried me and made great conversation. When I told them that they were competing with FP Journe they had nothing but great things to say about the watch and the man himself. The people at Wempe were equally nice. Of course I went with the FP Journe because of the watch even though the service was equally outstanding. Btw. I wouldn't be caught dead wearing a hat indoors.

With all due respect, how the hell would you know? You sound like a typical tourist enamored by the people whom likely rolled their eyes the minute you walked out the door. In regards to a hat, a baseball cap, which you clearly do not wear, does not fall under the same rules as some fancy hat from a London haberdashery. You can leave it on.

Originally Posted by JakaB

One of my best experiences was at the IWC boutique. After spending some time trying to find a watch I liked I settled on the minute repeater. The salesman never blinked an eye and offered to show me the gold model. I told him that I prefer platinum and would like to know how much they cost. It took him a full five minutes of work to get it figured out. All I can remember is hearing 90 come out of his mouth before I went blank. And to think Oprah couldn't get a look at a purse at a third of the price.

Oprah is black and racism is alive and well.

Originally Posted by datejusting

On my first visit to an AD I always approach the salesman first and tell him what I am interested in buying and ask him if he would show it to me. That seems to work pretty well. I don't think clothes has anything to do with it, but perhaps age does.

This is the truth. Just like any other business transaction, you must carry yourself with confidence. I walk right in as well and immediately ask to see whatever I am interested in. Never have I been questioned, even in the most casual attire! I bought a 911 in april wearing a football t shirt, running shorts, running shoes and... a nyy hat

[btinl]

That AD is terrible. I would never buy from them.

[airchitect]

DC Engineer......honestly I didn't read everything in this entire thread, but having just moved from your area, I know what you are saying about the above mentioned AD. I dropped in one of their locations to look at a Speedy Pro and all they would offer was $100 off and said that was a great deal with quite a bit of attitude to boot..... Anyway, I have found that Kings, Colonial, and Saxon's all offer a much better experience. And if you are okay with buying from a former AD who still has a ton of new stock, try J Brown in Owings Mills.

[Wahlberg]

Are the AD's you guys visit solely Rolex boutique or this is a big store with all kind of (higher range) watches?

I find it strange that some people are treated by their looks when a store has a broad range of watches available and should realize you get a broad range of clients walking in your store.



The dressing up thing still makes me laugh. I'm not going on a job interview, why would I have to impress a salesman?

[77T]

Originally Posted by DC Engineer

so should potential buyers wear a shirt and tie to purchase at a AD? my point is that for selecting a watch, the AD's should be a bit more considerate and provide a bit of ease; especially when the buyer comes into the store, wearing a Rolex and knows the model numbers of the different dial configurations. Any person would clearly discern that I was a WIS. I was shocked at how this guy didn't accommodate, especially at the price points for a watch at MSRP.

At the same time I went to an Apple store to replace a shattered glass back on my iPhone and this kid gave the royal treatment. He even showed some emotion about replacing the caseback, a $35 fix mind you. I swear this Apple rep grabbed my iPhone and sympathized with me. He was close to saying, "Sorry about your loss" as if a family member died. Not that I want my ass kissed at a AD, but can you understand my point here???

The people and price points are at two different ends of the sales spectrum IMHO.

Apple has re-invented the store sales experience and that is a +100 one. Where else would you find a kids play area complete with 4 iPads to fiddle with?

As for the AD, no a suit and tie are not necessary - but you were "profiled" almost immediately by that person. Many assumptions are made by salestrons (my name for robotic sales staff). Your GMT isn't a calling card, but was an opportunity for the rep to better qualify you. Even an average seller improves chances of a deal by showing genuine interest in it by complimenting you and asking what you liked most about it.

The skilled seller will offer to steam clean the bracelet while you look as a courtesy.

But we all give off vibes - and methinks he pegged you as a tire kicker (erroneously).

[knoffie]

I had a very interesting experience at my AD ( Australia) I had dropped in from time to time looking at the Explorer 114270, as I had bought from them years before and they had serviced my Omega from time to time and as I was due to travel overseas I wanted to take advantage of the Duty Free possibilities. However a week after my last visit to the Ad a friend, out of the blue , gave me a beautiful 16233 Datejust 14k with a rare shantung dial. I was so excited .So I dropped in to the Ad to apologise that I wouldn't be buying the Explorer and showed him the reason why.
He was furious and ordered me out of the shop basically taking me by the arm and frog marching me out the door!! I was appalled and shocked. I had only tried to be polite and to just not show up anymore without any explanation was not good form. To cut a long story short I wrote to Rolex in their Melbourne headquarters and told them what had happened.
They too, were appalled and ordered the Ad to write me a letter of apology. ( I still have that letter from Rolex)
So its no more AD's for me TRf is the way to go.

Knoffie