Avoid Kerns (Rolex AD) in Burlingame, CA

[mike.k]

In December 2012, I purchased a pre-owned ceramic Rolex Submariner from Kerns in Burlingame, CA which is a Rolex Authorized Dealer. This was my first luxury timepiece, and I was happy that it came with the box and papers (e.g., certificate).

Recently, I decided to sell the watch and to only find out that the serial number on the certificate did not align with the serial number on the rehaut of the watch. This was beyond disappointing. I cannot believe this happened since this was the only pre-owned submariner Kerns had in stock at the time.

Today, I went back to Kerns (with my paperwork) and explained the problem. First, they assured me that the watch they sold me was genuine. I informed them that was not my point. My point was they sold me a watch with paperwork that did not match. They then stated it must have been an oversight on their part. You think??? They offered me to bring the watch in and they could validate the watch was genuine then provide me with paperwork from Kerns. I informed them that was not helpful, as people do not what Kerns paperwork, they want the appropriate Rolex certificate that came with the watch. As they were trying to appease me with a solution that was not going to work, they also didn’t offer to compensate me either.

I knew I was sol. So, I took the high road and informed them that when someone who comes into a Rolex Authorized Dealer (i.e., Kerns), the person expects that the business to have integrity by checking all aspects of the watch and paperwork before selling the product. If something goes wrong (like in my case), then their brand will not be trusted. This is where I stand. I cannot trust Kerns. I felt they tried to pivot the matter by informing me that the watch was genuine. They should have fessed up right away of their screw up and perhaps offered me some form of compensation. Instead, I walked out of Kerns in disgust.

Based on my today’s interactions with Kerns, I will never do business with them again and highly recommend you do not as well.

Thanks for reading,

Mike K