Why do Rolex USA allow returns of new Rolex watches?

[JIM-]

Policy as I understand is if you wear, remove links, remove any stickers or the stickers have fadded ink, or theres any sign of wear then theres no return. The watch can only be returned in as sold condition. Local AD even makes you sign a paper which states all of the above so you fully understand.

[LocoNBroko]

Its interesting that this is being discussed today... Remember a few days ago I posted in the Rolex QC thread about my friend who bought the 16613 with scratched crystal (on the inside). Well I met him again today to pick up the replacement. AND GUESS WHAT???
The SCRATCHED watch was back in the display case. I know this because I asked to see the watch and the scratch was clearly visible.
When I asked the store manager about it, she stated that it would be sent back to Rolex with the next shipment of watches going to the service center. WHICH MEANS TO ME, that they are going to replace the crystal and put it back in the case.
UNLESS OF COURSE, some schmuck walks in this afternoon and wants a 16613. In which case I am quite confident that they will sell it to him.
I have personally lost ALL respect for this AD and would never consider using them for anything.

We might also consider that a retailer has a couple issues to deal with when contemplating accepting a return.
They can:
A. Accept the return and either return the watch to Rolex or sell it to someone else at a discount and refund the original buyer.
B. They can refuse the return. At which time the buyer can contact their credit card company and file a dispute. As the former Operations Manager for a rather large retail establishment I can tell you that fighting a chargeback is a REAL up hill battle. At least by accepting the return, you are guaranteed to get the product back in good condition.
C. They can accept the refund and issue a refund LESS a restocking fee. And again, the customer can file a chargeback with their credit card company for the restocking fee amount. EVEN THESE are difficult to fight.

[shandy]

To me every watch that has been out on display is second hand!
It has been through so many different folks hands and so many of those folks will have not been that respectfull of the piece.

When I buy a watch I do not need the instant gratification of taking it out of the door that day.

I select the watch I like then get them to get me a new sealed one in and make sure that they know not to take it our of the packaging until I get to the store. when I do, they unwrap it, get a presentation box and there I have my brand new, only been touched by the factory, sales assistant and me!

When It comes to spending thousands of dollars on an item I will not settle for anything less, just for the reasons you mention JJ!

[jm433]

I'd be shocked if they didn't offer a return policy, though my guess is this is more of an AD decision than a Rolex USA decision.

I agree with others, though, that the dealer shouldn't sell the returned watch as new. Many an electronics dealer sells "refurbished" product at a discount that is essentially repackaged returned items. Usually these are a great value and surely the AD could sell the watches this way.

[gregdolley]

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???

JJ, I think you're assuming that every return from tossers that don't like their watches are fraudulently resold by the AD as "new." I doubt this happens at most AD's. I suspect the AD resells the watch at cost in the secondary market as "like-new" condition. As long as the customer is doing an equal exchange, then the AD isn't out of any money (sure they didn't make much overall, if anything, but that's the cost of doing business) and the customer is happy. Contrary to popular belief, not many people return items because they "just didn't like it." So it benefits the store (any kind of store, not just a Rolex AD) in the long run to accept returns like this.

Sure, you will always have those "shady" AD's who will illegally resell a returned item as new, but that's where the consumer must take some responsibility and check the watch before buying it. If the watch was worn and returned, and the AD tries to resell it as new, you'll surely catch this when inspecting the watch.

And, btw, don't believe everything you read on the internet about returns. People make it seem like they can buy anything in the U.S. and return it - effectively renting the merchandise for free - that's not true with most stores. The AD I use (Ben Bridge) doesn't allow returns on watches that have been worn (which effectively means they don't allow returns at all - I mean, how would you prove that you didn't wear the watch after leaving the store?). On the other hand, a popular electronics/computer store here in SoCal called Fry's, allows you to return anything within 15 days for any reason - but those returned items are put back on the shelf with a special tag on them saying they're "open box" items and their price is reduced.

[ijen0311]

My AD won't accept a return on a watch that's been sized or worn. I'm pretty sure that once you leave with it, you're stuck, since any little scuff will be noticed!

[Bisquitlips]

With what JJ says in mind, it would behoove us all to examine very carefully any Rolex we are purchasing from an AD as new.

I certainly will from this point on.

[Wildwing]

Debatable issue, but I think returns should only be allowed for a defective product. I hate to think about frivolous returns repackaged up and sold as new. Just my opinion.

[gregdolley]

Originally Posted by LocoNBroko

Its interesting that this is being discussed today... Remember a few days ago I posted in the Rolex QC thread about my friend who bought the 16613 with scratched crystal (on the inside). Well I met him again today to pick up the replacement. AND GUESS WHAT???
The SCRATCHED watch was back in the display case. I know this because I asked to see the watch and the scratch was clearly visible.
When I asked the store manager about it, she stated that it would be sent back to Rolex with the next shipment of watches going to the service center. WHICH MEANS TO ME, that they are going to replace the crystal and put it back in the case.
UNLESS OF COURSE, some schmuck walks in this afternoon and wants a 16613. In which case I am quite confident that they will sell it to him.
I have personally lost ALL respect for this AD and would never consider using them for anything.

Man, shame on that AD!

[Atomant]

I'm with JJ on this one.

So u purchased a BNIB Rolex, go home, drop it on the wooden floor with a loud thud, watch still ticking, no scratches. and you go back the next day to your AD and return it with stickers all intact as BNIB.

Is the AD gonna re sell that watch as BNIB?

[Sincere]

Originally Posted by JJ Irani

Hi guys,

I'll get straight to the point. Picture this!!!

You walk into an AD somewhere in the USA and purchase what you think is a brand new Rolex.

You then realise (thanks to some good, solid info on TRF) that your bracelet is not exactly how it should have been as delivered from Geneva and also a few other discrepancies.

You then discover that this watch was sold to somebody else who returned it within say 15 days just 'cause he changed his mind and wanted some other model.

So, technically, you've paid for a suppposedly BRAND NEW piece which, in fact, is NOT a brand new piece, but a slightly used one.

So how the hell does Rolex USA policy justify the fact that a NEW watch once sold can still be returned back to the AD by the owner!!???

In this part of the world, once you buy the watch and the warranty card is stamped and dated......that's it.....you OWN the watch!! No way can you return it back to the store!!

I find the return back policy quite disgusting and totally unfair!!!

Sir I understand where youre coming from but that is one of the things that I dont like about this part of the world being that i have been living in the manila for a good min. now ...In the states we have a return policy on just about everything in retail because the customer is a guest and given a service its not the other way around as it is here where the stores act as if they are doing you a favor by selling you somthing this has got me fiiiired up on more than one occassion I think more retailers and sellers sould do the same in asia ......whooooaaa I get hot about this, sell you something quick and then act like the S---t got a disease or something when you want to return it .....ha ha ha ha but youre RIGHT on selling something as new and its not ....where im from its not permitted.......hey hey V.A. ........ peace Braugh

[mck22]

If I went to an AD and paid full price for a watch that was bought and returned by someone else, I would be furious. I would expect for them to tell me up front and give some sort of money off.

I worked at an electronic store and people would buy a product make small changes to it, and then return it back to the store. Now I know with a rolex this might not be possible to alter to easily, but that is just my thought. Who knows what someone with the right info and tools could do to it. And like stated before some people on here know more about watches then the people at the AD's. Just my feelings

[JJ Irani]

Originally Posted by mck22

If I went to an AD and paid full price for a watch that was bought and returned by someone else, I would be furious. I would expect for them to tell me up front and give some sort of money off.

I worked at an electronic store and people would buy a product make small changes to it, and then return it back to the store. Now I know with a rolex this might not be possible to alter to easily, but that is just my thought. Who knows what someone with the right info and tools could do to it. And like stated before some people on here know more about watches then the people at the AD's. Just my feelings

Agreed.....and as another member stated above, who's to know if the watch was accidentally dropped and then slyly returned back to the AD the very next day?

I'm happy to learn that this "reutrn policy" does not exist with all the ADs in the USA and there are still some honest ADs out there.

Just shows how important it is to do your homework when buying a Rolex in the USA - and sadly, that homework pertains to an authorised Rolex dealer!!

JJ

[rollie]

In the UK an AD called Ernest Jones will give you a full refund for your Rolex up 30 days after the sale.

[bardm]

Originally Posted by rollie

In the UK an AD called Ernest Jones will give you a full refund for your Rolex up 30 days after the sale.

If that's true I would never buy from such an AD. God knows what you get when buying a "new" watch from him.

[Sincere]

Originally Posted by swatty

JJ, Have you been to the US ? The consumer is very tough , I agree with you , If you cant decide what you want , then don't buy it . I have a friend who lives there , he bought a 4000in Tv and decided it was to big the store changed it for a smaller one no charge . Maybe business is to blame .

If you cant decide what you want then dont buy it? well at home in the u.s. we have the right to change your mind or to return or exchange if you so choose to "within limits" its your right as a consumer....no one should let business dictate or control a customer ....people keep business up and running not the other way around....that just like buying a car without a test drive on a real road under real driving conditions .....thats why the dealer is insured....as I stated earlier after ariving in manila I have been burned a couple of times by this and even though I know how things work now I still dont agree and am more catious before letting my money go....if this was the case back home then it would really slow down consumer spending and trust and would tie up a lot of court time as well....please dont knock it until you have tried it ....remember customers come first....as Target and Walmart says we are not and you are not a customer you are a guest.....

[jdc]

so that's why there are so many discounts to be had on "new" watches in the US

[al_bongo]

I believe it is also common place in the UK to offer a returns policy. It is unfair to single out one dealer. My return (buyers remorse) was to an equally reputable jeweller, but not the one previously mentioned.

Most reputable jewelers have a returns policy for all their lines. It would be naive to think that watches and Rolex specifically would be excuded from a returns policy.

As JJ has said previously you inspect your purchase thoroughly, with a jewellers loupe if necessary at the point of sale. If the watch is found to be faulty when you get it home, you are entitled to a replacement or a refund, at least here in the UK.

Different countries deal with consumer laws in different ways. Here in the UK I'm happy that I am getting what I paid for and not some artificial notion of what makes a "virgin" watch.

To brand everyone an idiot who has ever regretted a purchase and returned it seems some what judgemental. Indecisive, perhaps.

[StangCrazy]

I feel obligated to post on this topic as I did this very thing not more than two weeks ago.

I bought a new TT Submariner when, shall we say, my head wasn't screwed on correctly. I could afford it, but I had promised myself I would always pay 100% cash for my first Rolex instead of 60% and paying the rest off over a year on my credit card.

My AD allowed me to take the watch home, all stickers still on the watch. I in no way wore the watch outside of the store or my home where I sat on the couch and watched TV while wearing it. To me, this is just a trying on of the watch outside of the jewelry store for more than 15 or 20 minutes. After some great information from members here and some strong soul searching, I chose to take the watch back to my AD after 48 hours. They inspected the watch, put the hang tang back on, snapped on the bezel protector and put it back in the case after wiping my prints off it. If this is the case and I walked in after this had happened and bought the same watch, I wouldn't be upset or demand an extra 100 bucks off because it was "used." The stickers were never removed, the warranty was never filled out, etc. etc.

Now, had I wore it out to a wedding and showed it off to all my friends and claimed I bought the watch, had it on at work, removed all the stickers, kept it for a week, yadda yadda yadda; then NO, I don't think the AD should allow a return of that watch and I would be upset at the fact it was a "used" watch.

It all boils down to the circumstances of which the watch was used after being "sold" and the relationship you have with your AD. In the end, my AD and I have a great relationship and they know I hadn't used the watch. If they had said, "sorry, we can't do a return" I would have kept the watch and been happy; however, they know they can resale the watch for more than what I paid for it and everyone wins.

Just my pennies worth.

[Welshwatchman]

Originally Posted by rollie

In the UK an AD called Ernest Jones will give you a full refund for your Rolex up 30 days after the sale.

I am aware that Ernest Jones, Goldsmiths and plenty of other UK resellers offer this service, a big thumbs up for customer service.

I do not know whether they would attempt to pass a re-stocked item as utterly brand new, perhaps someone here knows for a fact what the policy is.

I guess this thread has got me thinking if, in the future, I am offered a watch as new but devoid of all stickers, whether I would have second thoughts on whether the watch was brand spanking new. In such an event I would ask if they have a 30 day policy and if so question why the stickers are off the watch.

A 15% discount would then duly ease my mind.

[Timber Loftis]

For you non-Americans, I could really rile your anger by mentioning:

THE GIFT RECEIPT

[Otto]

Originally Posted by gregdolley

JJ, I think you're assuming that every return from tossers that don't like their watches are fraudulently resold by the AD as "new." I doubt this happens at most AD's. I suspect the AD resells the watch at cost in the secondary market as "like-new" condition. As long as the customer is doing an equal exchange, then the AD isn't out of any money (sure they didn't make much overall, if anything, but that's the cost of doing business) and the customer is happy. Contrary to popular belief, not many people return items because they "just didn't like it." So it benefits the store (any kind of store, not just a Rolex AD) in the long run to accept returns like this.

Sure, you will always have those "shady" AD's who will illegally resell a returned item as new, but that's where the consumer must take some responsibility and check the watch before buying it. If the watch was worn and returned, and the AD tries to resell it as new, you'll surely catch this when inspecting the watch.

And, btw, don't believe everything you read on the internet about returns. People make it seem like they can buy anything in the U.S. and return it - effectively renting the merchandise for free - that's not true with most stores. The AD I use (Ben Bridge) doesn't allow returns on watches that have been worn (which effectively means they don't allow returns at all - I mean, how would you prove that you didn't wear the watch after leaving the store?). On the other hand, a popular electronics/computer store here in SoCal called Fry's, allows you to return anything within 15 days for any reason - but those returned items are put back on the shelf with a special tag on them saying they're "open box" items and their price is reduced.

Greg,

Best answer.

Otto

[JIM-]

Rolex let me return mine because it had Swine Flu, it was no problem.

[Sparky CRNA]

Did they quarantine it and declare a state of emergency, then charge you a "quarantine fee"! What happens if it dies? Is your refund pro-rated?



Sparky

[JIM-]

I believe they did, but fee free to me.

Not sure if it gets buried or rebuilt.

Full refund in lou of lawsuit.

[gregdolley]

Originally Posted by Otto

Greg,

Best answer.

Otto

Otto - Thank you.

[flyback]

...

[Sparky CRNA]

Jim,

If it was contaminated, the remains should have been incinerated...but at least it was "on the house"!

Sparky

[kokovovoru]

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!!

Totally agreed.

[JJ Irani]

Originally Posted by gregdolley

JJ, I think you're assuming that every return from tossers that don't like their watches are fraudulently resold by the AD as "new." I doubt this happens at most AD's. I suspect the AD resells the watch at cost in the secondary market as "like-new" condition. As long as the customer is doing an equal exchange, then the AD isn't out of any money (sure they didn't make much overall, if anything, but that's the cost of doing business) and the customer is happy. Contrary to popular belief, not many people return items because they "just didn't like it." So it benefits the store (any kind of store, not just a Rolex AD) in the long run to accept returns like this.

Sure, you will always have those "shady" AD's who will illegally resell a returned item as new, but that's where the consumer must take some responsibility and check the watch before buying it. If the watch was worn and returned, and the AD tries to resell it as new, you'll surely catch this when inspecting the watch.

And, btw, don't believe everything you read on the internet about returns. People make it seem like they can buy anything in the U.S. and return it - effectively renting the merchandise for free - that's not true with most stores. The AD I use (Ben Bridge) doesn't allow returns on watches that have been worn (which effectively means they don't allow returns at all - I mean, how would you prove that you didn't wear the watch after leaving the store?). On the other hand, a popular electronics/computer store here in SoCal called Fry's, allows you to return anything within 15 days for any reason - but those returned items are put back on the shelf with a special tag on them saying they're "open box" items and their price is reduced.

Good post, Greg....thanks. And thanks too for clearing up some of the misconceptions I might have been brainwashed with re ADs in USA. Maybe all of them aren't that bad!!

Apparently, things do seem to work quite differently in that part of the world as compared with here.

Cheers - JJ