%#*! Tourneau

[Fleetlord]

Would you have bought the Pelagos if they had shown you one?



If not, they probably sensed you were loitering.

The only color they care about is Green or the color of your credit card...

They might have sized you up as a time waster and moved you along...

[AzHadEnuf]

Commissioned sales positions are really hard jobs. I find the big problem is that many sales people don't realize how hard of a job it is. This is why the turnover is so great. I would bet if you went back to Tourneau in a month or two neither one of those salespeople will still be working there. When I experience that kind of service, I make it a point to ask the person, "So tell me,what exactly was it, about working in retail sales, did you find attractive? What was it that made you say to yourself...this is what I want to do for a living." Some of the replies are priceless. If the reply falls short of "I love watches, or people, or even, I love selling retail" I just ask to speak with someone else. If there is no one on the floor that can assist me or answer my question then I ask for the manager and ask him or her why they would hire people that don't like to sell. I often tell my salespeople, "You have to kiss a lot of frogs to find a prince".

[rr-nyc]

Originally Posted by AzHadEnuf

Commissioned sales positions are really hard jobs. I find the big problem is that many sales people don't realize how hard of a job it is. This is why the turnover is so great. I would bet if you went back to Tourneau in a month or two neither one of those salespeople will still be working there. When I experience that kind of service, I make it a point to ask the person, "So tell me,what exactly was it, about working in retail sales, did you find attractive? What was it that made you say to yourself...this is what I want to do for a living." Some of the replies are priceless. If the reply falls short of "I love watches, or people, or even, I love selling retail" I just ask to speak with someone else. If there is no one on the floor that can assist me or answer my question then I ask for the manager and ask him or her why they would hire people that don't like to sell. I often tell my salespeople, "You have to kiss a lot of frogs to find a prince".

Turnover at the Manhattan stores is relatively low compared to most retail. I've been going for years and have seen most of the same people each time I go in. The amount of traffic and sales volume they see, especially at the flagship Time Machine store, makes them more of a cashier than a sales person who has to sell. They provide crap service because they know that there's another customer behind the one they pissed off.

[DCgator]

The only Tourneau in which I had a good experience was the store in San Antonio, TX some 6+ years ago. The sales staff at the Pentagon City store are mediocre at best. For the 2-3 times I've walked in there to inquire about a watch (circa 2009-2012), I've always had to ask someone who was not engaged with a customer if I can see a watch. No one ever walked up to me to ask if I'd like to look at something (wearing one of these - DSSD, GMT-C, SubLV, DJ2). So I have returned the favor in kind; I never bought anything from there nor will I ever. I also have not visited any of their stores elsewhere in the CONUS.

[Hairdude1]

Sorry to hear of your bad experience, i doubt it was racially motivated. You just happened upon their bad staff

[Tri-Tip]

Don't take it personally, their "service" is always like that.

[pfg1]

I have had great experiences in the Tourneau locations in Naples, FL, New York, and Chicago. All positive!

[anothernewphone]

Look, I'm White, and I don't like Tourneau very much, but don't take it all to heart. If someone walks into my job, I have to give them my "undivided attention." If someone walks in and says they're just browsing, they're my responsibility until they leave. If someone marched in right behind them, and was ready to buy, I'd have to direct them elsewhere, as I "have a customer" already. It's just the way sales works. Imagine if you were browsing with intent to buy, and someone else came in behind you and said "do you have the green Sub? I want to buy it today" and the sales rep ditched you for them.

[xjeeunitx]

Garbage service.

[MYK]

Originally Posted by Fleetlord

Would you have bought the Pelagos if they had shown you one?



If not, they probably sensed you were loitering.

The only color they care about is Green or the color of your credit card...

They might have sized you up as a time waster and moved you along...

Yes I would have bought it. I actually just did, from the lovely, much more customer friendly Bucherer in Lausanne. My question is, based on what did they assume I was a time waster.

Originally Posted by AzHadEnuf

Commissioned sales positions are really hard jobs. I find the big problem is that many sales people don't realize how hard of a job it is. This is why the turnover is so great. I would bet if you went back to Tourneau in a month or two neither one of those salespeople will still be working there. When I experience that kind of service, I make it a point to ask the person, "So tell me,what exactly was it, about working in retail sales, did you find attractive? What was it that made you say to yourself...this is what I want to do for a living." Some of the replies are priceless. If the reply falls short of "I love watches, or people, or even, I love selling retail" I just ask to speak with someone else. If there is no one on the floor that can assist me or answer my question then I ask for the manager and ask him or her why they would hire people that don't like to sell. I often tell my salespeople, "You have to kiss a lot of frogs to find a prince".

Very will said. I hope you don't mind but I will use that frogs quote. :)

[Old Geezer]

Tourneau Unpleasant experiences for me far outnumber pleasant experiences. Their loss because I bought every piece I was interested in at the their store somewhere else.

[superdog]

i find it very unlikely that it had anything to do with race.

NYC is the quintessential melting pot and we get a whole mix of people.

there is one driving factor: money.

i can't speak to the encounter because i was not there. but you do seem a little preoccupied by the fact that you are arab.

i can assure you, no one cares. in fact, i would imagine most people would flock to you as they expect you to have a lot of money.

must have been some other reason for the bad service.

[Abdullah71601]

Originally Posted by superdog

i find it very unlikely that it had anything to do with race.

NYC is the quintessential melting pot and we get a whole mix of people.

there is one driving factor: money.

i can't speak to the encounter because i was not there. but you do seem a little preoccupied by the fact that you are arab.

i can assure you, no one cares. in fact, i would imagine most people would flock to you as they expect you to have a lot of money.

must have been some other reason for the bad service.

I'm not a New Yorker, so I'll leave the cultural expertise to you who live there.

I live in Arabia, and other than the traditional attire, many of the Arabs here tend to look Hispanic. Two Mexican colleagues in my company were routinely mistaken for Arab here and in Qatar. So, unless the OP said or did something to self-identify his origin, there's a decent chance that they thought he was Hispanic.

I've heard bad things about this chain. It could be that he was treated the same as other first time visitors, poorly, but the same.

[superdog]

Originally Posted by Abdullah71601

I'm not a New Yorker, so I'll leave the cultural expertise to you who live there.

I live in Arabia, and other than the traditional attire, many of the Arabs here tend to look Hispanic. Two Mexican colleagues in my company were routinely mistaken for Arab here and in Qatar. So, unless the OP said or did something to self-identify his origin, there's a decent chance that they thought he was Hispanic.

I've heard bad things about this chain. It could be that he was treated the same as other first time visitors, poorly, but the same.

OK, without going down this potential rabbit hole, and without making too many assumptions, lets just say that I doubt they are discriminating against anyone.

My assumption is that they just have terrible service, which is typical for this chain.

[Abdullah71601]

Originally Posted by superdog

OK, without going down this potential rabbit hole, and without making too many assumptions, lets just say that I doubt they are discriminating against anyone.

My assumption is that they just have terrible service, which is typical for this chain.

Agree - they hate all their customers equally.

[superdog]

Originally Posted by Abdullah71601

Agree - they hate all their customers equally.

yes. agreed.

[kenvino]

Sorry to bump an old thread, but feel compared to share my recent experience at the Tourneu store near Bryant Park there in NYC. Went in with intent to purchase, but was entirely turned off by the experience. Asked for the SS Black Face Daytona. The reply "Its sold out. There is a waiting list for that watch its only available for our regular customers. That watch comes in and its sold." After more questions he says "... well if you're serious about buying I can talk to my manager and see if we can sell you one." To this I replied "So... you guys have it ?" The salesman then says, "Well if you want to buy today I can talk to my manager"

What kind of games are these ? Walk in to a store ready to spend more than 10 grand and they will not even let you see the watch. To the original poster, I wouldnt chalk it up to them being racist. They just suck at service

[Investr]

Tourneau is a bucket of S%#t!! Their prices are horrible (MSRP only and trade values are a joke). However, you can go there and buy a 7 year old used SS Daytona for $14,200. Great place to browse, but thats it!!

[Chewbacca]

Originally Posted by MYK

So I just got back from a wonderful 2 week trip to New York. A week of it was business and the rest was pleasure and I really enjoyed it. During those two weeks, I faced no issues at all and experienced nothing but excellent customer service, from the high end retailers to the hot dog stands in the streets. Zero discrimination or racial attitude (I'm an Arab).

Until I walked into Tourneau on 5th Avenue. I was greeted by a friendly host who guided me to the upper floor where the Tudor watches were on display. As I got there wanting to enquire on the release date of the blue pelagos, I look around and find 2 sales reps serving 2 customers so I patiently waited looking around the Tudor section. The sales lady next to me was showing a customer some of the used watches and told her (literally) 4 times, "ask for me when you come back". So there's no doubt that they are motivated enough to sell. She was an Asian sales rep who apparently spoke Chinese as well. As soon as she finished she looked at me in a weird way and walked away. So I call and say "excuse me", she looks back at me acknowledging that she heard and again walks away. I was shocked really. So I ask her "do you work here?" And she says yes but I have a Chinese customer waiting that needed translation and I look around and there was no one. So I ask her and she says that person and points to someone being served by another sales rep, who was also Chinese! So I tell her who can help me, is there a manager I can speak to and she says its okay I will help you. At that point I left and was very upset.

I came back later to ask about them pelagos and complain and when I went up there was the other Chinese guy standing by the elevator resting on a table so I ask him about the new blue pelagos and he says you mean the blue black bay? I said no pelagos, he said no that's not available we only have it in black. So I ask him can I see it? He says "I have a customer" so I smile and look around and there was just one guy 6 feet from him looking around and when I asked him who, he pointed at him and said that guy. At that point the guy who was listening looks back and says "me!?, no I'm fine just looking around thanks". You would figure he would move his a$$ and show me the watch but instead he looks at his watch and turns around. Wanting me to ask again if I want to see the watch.

I have a couple of theories. They have had many Arab customers ask around without buying or they have an issue with Arabs. Either way I think the attitude is uncalled for and now know why I read a lot of bad comments about Tourneau. Thank god for dealers!

perhaps the salesperson was the problem and not tourneau in general?

at any rate, just go elsewhere. there's plenty of stores.

[Headshrinker]

Tourneau, in Palm Beach, was filled with rude salespeople. One mocked my 1680 Sub, telling me it was old. Another asked me if I was looking or buying; a third insisted I get a real Rolex. I have concluded the store is for window shopping only.

[LVSubmariner]

Tourneau in general just isn't very good. Went to the one in Vegas once, never again. I'll stick with the Wynn

[427_Monster]

I've been to 6 Tourneaus purely for window shopping, including the one mentioned.
I've been treated like a king at every store.

I'm nonwhite and look disheveled. I wear sweatshirts with khakis and have holes in my dirty sneakers.


Maybe your expectations are too high? They won't kiss your butt.
Or maybe my expectations are too low:)

[MYK]

Originally Posted by Chewbacca

perhaps the salesperson was the problem and not tourneau in general?

at any rate, just go elsewhere. there's plenty of stores.

I strongly disagree, Tourneau should be accountable for the level of there service.

Originally Posted by 427_Monster

I've been to 6 Tourneaus purely for window shopping, including the one mentioned.
I've been treated like a king at every store.

I'm nonwhite and look disheveled. I wear sweatshirts with khakis and have holes in my dirty sneakers.


Maybe your expectations are too high? They won't kiss your butt.
Or maybe my expectations are too low:)

Yeah I'm pretty sure it's the latter. The sales lady literally walked away from me, really fast and said I have a customer. While pointing at someone that was being helped by another sales person. And if you walk into my store with your dirty sneakers, I will never treat you with less priority than the person before you.

[Vanessa CW21]

I get treated very poorly in most watch stores, especially boutiques. When I start asking questions (if I get a sales person to look at me), they usually understand that I know more about watches "than the average woman" and I still get brushed off.
I don't dress fancy enough, don't have expensive shes, or a designer bag, and I hide my watch under my sleeve. I rarely tell I'm a watchmaker, because then they ask ME too many questions...
It's really pathetic how people are treated based on what they look like, based on ethnicity, gender, or presumed wealth!

[al503]

I hit the Tourneau shops in Waikiki and Vegas (haven't been to the shops in NY) every time I travel to those locations. I always take my subc off whenever I visit any shop as I don't want judged (good, bad, or indifferent) by it, and I appreciate when a salesperson helps me regardless.

The Waikiki store welcomes me and I give them the usual 'I'm just seeing if anything catches my eye. I'll let you know if I have any questions' and they leave me alone after that, which is fine with me.

The shop in Vegas is a little more 'clingy' but they are very polite and are eager to show what they have from the pre-owned watches to PP. (I like Tesorini and how about that collection at Wynn?)

Sorry to hear about all of the negative experiences you guys have had.

[Star Ferry]

Originally Posted by Vanessa CW21

I get treated very poorly in most watch stores, especially boutiques. When I start asking questions (if I get a sales person to look at me), they usually understand that I know more about watches "than the average woman" and I still get brushed off.
I don't dress fancy enough, don't have expensive shes, or a designer bag, and I hide my watch under my sleeve. I rarely tell I'm a watchmaker, because then they ask ME too many questions...
It's really pathetic how people are treated based on what they look like, based on ethnicity, gender, or presumed wealth!

I think luxury retail in general is full of rude staff

Rolex sales staff can be especially crappy because the brand is in such high demand that it almost sells itself. They then take on a "gatekeeper" attitude

[DCgator]

The only Torneau store to which I can speak of favorably is the one in San Antonio, TX. Their sales staff there were professionals and first class courteous, albeit not highly technically knowledgeable about their high end pieces. Every other store I've been in throughout the country is every bit as described in this and other threads- rude, unknowledgeable, pushy, wanna sound smart, and some are plain stupid. Period. And you can't fix stupid.

[J!m]

You would think with the massive shrinkage in retail globally that retailers could be a lot choosier in their staff.

I guess what I'm saying is they should be choosier because there are lots of people who need jobs and would perform to a higher standard.

[Hpozzuoli]

It's not racial especially in NY. It's shit customer service spawned by the lack of a talented workforce. Couple that with an attitude that folks are not paid enough and you get what you experienced. If it was one of my stores I would have cleaned house and worked myself. It starts at the top!

[Hpozzuoli]

Originally Posted by Fleetlord

Would you have bought the Pelagos if they had shown you one?



If not, they probably sensed you were loitering.

The only color they care about is Green or the color of your credit card...

They might have sized you up as a time waster and moved you along...

Or this...good point