Why do Rolex USA allow returns of new Rolex watches?

[082013]

Originally Posted by ghostrider

or dropped it on a concrete floor

Unless you're going to pick yours up off the end of the production line at Rolex, you can't be sure this hasn't happened at the AD. You think the kid unpacking the boxes cares?

[boa2]

I was under the impression that in the UK, you have, by law, 15 days to return a purchase. Will someone in the UK confirm?

[082013]

You have distance selling regulations in the UK, which means (in the main) most items ordered mail order from a business can be returned by the buyer within 7 working days.

If you go into a shop, then as far as I am aware it is at the discretion of the seller.

[flyback]

Originally Posted by bardm

This really works fine, and as I see it, is a fair way of dealing with the issue. You should consider yourself lucky to be able to return it at all, even if not getting a full refund. In USA I guess they go more by "what the next customer don't know...". I really think the north amercian way shows a disrespect for the customers and a need to sell at any cost.

First, I *wish* allowing returns was the universal "North American way," but it certainly is not. Don't believe everything you read on the internet.

That said, return policies don't show "disrespect for customers." They show confidence by sellers in the products being sold. A retailer who allows returns is betting that that policy will pay for itself in increased sales. And the consumer benefits because he or she can buy with confidence.

Don't think if you live someplace where retailers are hard-asses about returns that that in any way benefits you. It doesn't guarantee the condition of items being sold. All it means is that when you inevitably receive a product that's not right, you're stuck.

What's with all the passion against Rolex's alleged/perceived/proposed customer-friendly policies in another country? Are you folks Omega shareholders?

[116520]

I totally DISAGREE with you....

Originally Posted by Omega_Precision

Like any consumer goods in the world, there is a return policy.

It's a guarantee of the product. Imagine Company A selling watches with no return policy, the watch then breaks within a month of ownership. You're screwed.

Return policy is just a way to keep consumer confidence.

[bran319]

My AD will not re-sell a return rolex as new. Instead they sell it on the second hand market. I think a return policy is a must especially for any large dollar purchase.

[kzm40]

I wouldn't buy an ex display item for the same reason, if I was paying for a new watch I would want a new watch, period.

[116520]

Same here! Totally agree with you!!!

Originally Posted by kzm40

I wouldn't buy an ex display item for the same reason, if I was paying for a new watch I would want a new watch, period.

[flyback]

Originally Posted by 116520

I totally DISAGREE with you....

If you want to be bizzaro-consumer, you're free to do it. Call around until you find a retailer with the most restrictive/nonexistent return policy and buy from them. The rest of us can take our business elsewhere. Problem solved.

[al_bongo]

I can see both sides of the argument. Having returned a watch a few days after purchase I would say I value this more than having sticky bits of plastic on a new watch.

The watch I returned was perfect in every way. I don't think the general public, outwith Rolex forums, would give this much thought so long as the product they are buying is in new condition.

I also have to wonder if it's possible for the dealer to return the watch to Rolex for repackaging. At the very least it's going to need a new guarantee card. I kind of assumed this is what happened.

[Mrdi]

Think about it.
You can return a wife after several seasons of use,
but they are highly pro-rated.

[allanofcalifornia]

Originally Posted by Mrdi

Think about it.
You can return a wife after several seasons of use,
but they are highly pro-rated.

Mine came with a no refund policy.


Allan

[SUB4Me]

What's the difference between that and say 200 people trying it on and off at and fiddling with it at the Jewelery store? I think thats worse!

[Timber Loftis]

Picture this:

You buy a $10,000 watch and wear it a week or two. You HATE it, you know you made a mistake.

You go back to the AD. You say, "Listen buddy, I bought the wrong watch. If you let me return it, you know you've established good will, and you know I'm still in the market for a watch." If the AD chooses to say "No" to your request he's lost a customer. He was pound smart and penny foolish.

Welcome to the land of the customer is always right.

[JJ Irani]

Originally Posted by Timber Loftis

Welcome to the land of the customer is always right.

Agreed, but which customer are we talking about?

The lucky tosser who bought it brand new in the first place......or the poor sucker who has to go in for the first time and find himself picking up a second hand watch???

[JJ Irani]

Originally Posted by flyback

The only difference being when you get home and discover "that your bracelet is not exactly how it should have been as delivered from Geneva," you're screwed.

And that's EXACTLY what I'm talking about.

You innocently walk into a Rolex AD expecting everything to be "hunky dory" and come out with an Oyster bracelet that has been tampered with by some bloody idiot who has taken off the all important "O" link and maybe even reconfigurated the entire bracelet all over the place......and then you log onto TRF and find out to your utter consternation that you've been hoodwinked into buying a completely cockeyed bracelet with missing links!!

Yeah, right.......you're well and truly screwed with the RUSA policy!!

[Launch Mini]

Pretty sure they require the watch to be returned un "new " condition.
There are many stores here that offer similar refund policies. I can buy a TV, DVD, Stereo, even some cars, and return them within so many days providing they are in new condition with everything included.
Wouldn't concern me at all. That is why you look at whatever you purchase to make sure it meets your quality approval first.
Now, if there is a defect, that should have no bearing on the return issue, as they would not just put that back in the case to sell.

[Sparky CRNA]

JJ,

In the US the customer is seen to be right...and if he is an idiot it is the saleman's job to educate him. That said, my AD gives a 30 day buyer's remorse. I do not know what the hit would be if the watch shows signs of normal wear but then after 30 days, the warranty card is issued and you own the watch.

I'm not sure that Rolex USA has anything to do with it as there have been many different policies stated for different ADs. In NZ, do you get your warranty card on the spot?

I can't imagine returning a Rolex as I look, think, and obsess for a good while before buying a new one!

I tend to agree with you, I want my card up front and be done as I would not return it. I guess there are so many people that may have second thoughts and the US is a VERY "impulse purchase" culture that it may help ADs business to offer customers an "out".

One thing is for sure, I would NOT take a NEW Rolex without the clear stickers still on it!

Sparky

P.S.- I would think that it a GOOD AD would check things over and make sure that the bracelet was no messed with in the manner that you're describing and if is was, to have it fixed by RSC at the 1st customer's expense!

Sparky

[JJ Irani]

Originally Posted by SparkySRNA

JJ,

In the US the customer is seen to be right...and if he is an idiot it is the saleman's job to educate him. That said, my AD gives a 30 day buyer's remorse. I do not know what the hit would be if the watch shows signs of normal wear but then after 30 days, the warranty card is issued and you own the watch.

I'm not sure that Rolex USA has anything to do with it as there have been many different policies stated for different ADs. In NZ, do you get your warranty card on the spot?

I can't imagine returning a Rolex as I look, think, and obsess for a good while before buying a new one!

I tend to agree with you, I want my card up front and be done as I would not return it. I guess there are so many people that may have second thoughts and the US is a VERY "impulse purchase" culture that it may help ADs business to offer customers an "out".

One thing is for sure, I would NOT take a NEW Rolex without the clear stickers still on it!

Sparky

Yes, Sparky.....when you buy a watch anywhere in NZ, you get ALL the documents and everything that comes originally with the Rolex from Geneva.....at the actual time of purchase.

Once the AD stamps and dates your warranty card, that's it - you OWN the watch.

JJ

[Sparky CRNA]

I like that better then there can be NO misunderstanding!

Sparky

[Mrdi]

That is why refund policies are defined by dealers, in writing.
Sign here please.

[flyback]

Originally Posted by JJ Irani

And that's EXACTLY what I'm talking about.

You innocently walk into a Rolex AD expecting everything to be "hunky dory" and come out with an Oyster bracelet that has been tampered with by some bloody idiot who has taken off the all important "O" link and maybe even reconfigurated the entire bracelet all over the place......and then you log onto TRF and find out to your utter consternation that you've been hoodwinked into buying a completely cockeyed bracelet with missing links!!

Yeah, right.......you're well and truly screwed with the RUSA policy!!

First, I think you're materially misrepresenting "RUSA policy" and the entire premise of this thread is in error. It is *not* the case that all ADs in the US will accept returns and I very seriously doubt that Rolex would refurbish returned merchandise, apply new stickers all over everything and issue replacement blank warranty cards. If you're going to allege that you should provide some evidence.

Second, you are presuming that the return policy at some ADs means that returned watches *must* be sold as new. This is not true.

Third, In your contrived example above, the buyer of that hypothetical tampered-with watch is protected by the very return policy you're making such a fuss about.

Fourth, you're kidding yourself if you think living someplace where ADs happen not to allow returns is a guaranty of quality, or in any way renders you immune to receiving a flawed watch. All it does is limit your options as a buyer.

[rkot07]

I think the dealer needs to charge a return fee/repackaging fee in the form of certain percentage of the value of the watch then discount that percentage for the next buyer.

[rkot07]

Originally Posted by SUB4Me

What's the difference between that and say 200 people trying it on and off at and fiddling with it at the Jewelery store? I think thats worse!

Yup I don't like that either I think they should have a different display model and the one you get should be brand new never touched by any other customer.

[bardm]

Originally Posted by flyback

That said, return policies don't show "disrespect for customers." They show confidence by sellers in the products being sold. A retailer who allows returns is betting that that policy will pay for itself in increased sales. And the consumer benefits because he or she can buy with confidence.

Yes, the policy may pay for itself. But only becaurse they never tell the next customer that it's actually used. Of course the custommer who returned the watch will be happy. And the next customer will never know. Not my idea of integrety.

[bardm]

Originally Posted by SUB4Me

What's the difference between that and say 200 people trying it on and off at and fiddling with it at the Jewelery store? I think thats worse!

I don't think 200 people is the norm. However: In the shop the AD will superwise what you do. At your home or at the street that won't happen.

And besides: You really can't excpect people to buy a watch without puting it on the wrist at the AD can you?

[bardm]

Originally Posted by jj irani

agreed, but which customer are we talking about?

The lucky tosser who bought it brand new in the first place......or the poor sucker who has to go in for the first time and find himself picking up a second hand watch???

x2

[bardm]

Actually I really think the mentality is very different in the US. I have often been surprised when someone in a movie buy some clothes, and the next day decide she / he can't really afford them anyway and returns them?! That's just unthinkable in say, Norway.

Maybe that's why it's so many diverse (and strong) opinions on this matter?

[Timber Loftis]

Originally Posted by JJ Irani

Yeah, right.......you're well and truly screwed with the RUSA policy!!

No, not actually. You walk right back in and return it, just like the "buyer's remorse" owner before you did.

And shouldn't you be blaming the AD instead of either customer here? I mean, if you sell a Rolex and then take it back as a return without checking the bracelet, then it's your own fault. The AD is supposed to be smarter than this.

I know that when I bought my watch the AD kept it for a week so their certified watchmaker could check it over. If this were always done, event like the one you mention wouldn't occur.

[Athonatron]

Originally Posted by JJ Irani

Guarantee of the product only if it is found defective. NOT on the whims and fancies of some joker who changes his fickle mind and wants some other model.

Would you like to walk into an AD and pay brand new price for a used Rolex? Answer this question very honestly!!

there is NOTHING WRONG WITH A RETURN POLICY.

There is SOMETHING WRONG when they don't label it as used.