AD experience "brick and mortar" RANT

[beshannon]

Originally Posted by DC Engineer

Yes, I was wearing sneakers. Really fast sneakers

There's at least two other TRF members in this thread that were at the same store, the same day as me and said the same thing. I'm not over-thinking this, the AD experience just sucks at this specific location.

Their other locations are no better, I suspect it is a corporate culture thing.

[911SC]

Originally Posted by Rolexitis

That sucks but I get good treatment where I go. Always fun for me.

+1

I'm glad I found my AD/sales associate. She treated me very well. I shopped around a bit before buying from her. It's like an interview process, I kept visiting AD's and talked to several people before making my purchase with her.

[Beef]

Originally Posted by TempoKing

Were you wearing snickers ?
I remember 46 years ago when I was selling Rolex watches - they were telling
us to be carefull of those that came into our store (dedicated to the affluent
5% of our town) wearing snickers.
Even if they had a suit on ...just 1 watch at a time...

Yeah, Anastasios, Fort Lauderdale is a really rough town! I am usually wearing sneakers and dressed like my picture in my avatar. In which I am wearing a very nice Sea Dweller that I bought from that TempoKing guy.

The ADs in my region have finally broke the code on the fact that I actually buy watches and are pleasantly helpful. I learned a while back to wear a nice vintage piece in and when I get the icy "may I help you?," I tell them what I am looking for and work the vintage piece into the conversation. Most of them don't know jack about what's in the case, much less vintage. Then I start asking them questions about the model in the case. I learned the answers to those questions on this forum. It turns the tables somewhat. and if done nicely, leaves the door open for a friendly relationship to develop. If they're still jerks, move on. I've found one local AD that treats both me and the people I refer to him like family. So, I'd find an AD that you do like and send in your friends. Even if they are only browsing, have them tell 'em you sent them.

[mercury66]

Seems some people here work awfully hard to impress an AD. When I step into an AD the LAST thing I want to do is have to impress them into doing business with me.

If its not immediately a nice experience....I'll just move on. Life is too short for this nonsense

[Hairdude1]

I have always had decent or above average treatment at AD's, I still would do business with David SW

[patnmand]

I got pretty crappy treatment from Wempe in London - asked about a no-date Submariner to be told "I will have to talk to my manager". I watched the sales lady just go and stand around for a bit not talking to anyone, before she came back and said "We don't have one". How weird is that? I was smartly, if casually, dressed in smart jeans, shirt and jacket and was wearing my Navitimer.

I was so tempted to go back and show her the Sea-Dweller I bought an hour later in Watch Club after trying on various Rolexes, but that would have been petty.

The AD I bought the Navitimer from couldn't have been more different - very enthusiastic, happy to get watches out for me to try, and knowledgeable. I guess it's luck of the draw to some extent, but I also wonder whether Rolex ADs think their products are so aspirational that we should be prepared to beg and kiss their feet before any cabinets get opened. I can't stand that sort of attitude - I am the customer and I'll decide what my motive for buying it is.

[Knappo 1307]

Originally Posted by TempoKing

Were you wearing snickers ?
I remember 46 years ago when I was selling Rolex watches - they were telling
us to be carefull of those that came into our store (dedicated to the affluent
5% of our town) wearing snickers.
Even if they had a suit on ...just 1 watch at a time...

I usually wear Reese's Peanut butter cups......

[911SC]

Originally Posted by Hairdude1

I have always had decent or above average treatment at AD's, I still would do business with David SW

Man I must of visited all the AD's twice in Chicago and near by suburbs before buying my BLNR from CD @ Oldorchard.

Yes agreed David SW is an awesome seller, but my guy is Justrolexes- Tony G. I bought and sold quite a few watches from him

[Rashid.bk]

Originally Posted by robotkiller

Out of curiosity - how were you dressed?

Originally Posted by DC Engineer

To: robotkiller
I was wearing my newly polished GMTIIc, which should have been enough. As far as clothing, I was wearing a baseball cap, t-shirt and jeans. I was in casual Sunday at the mall mode, nothing ragged, dirty or with holes.

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

[911SC]

Originally Posted by Rashid.bk

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

100% agreed! I'm covered in Tats and dress like a surfer bum, al-la Point Break, most of the time- when I walk into the AD the security guards start staring me down like I'm gonna rob the place. CAN I HELP YOU WITH SOMETHING BUDDY?!

My reply, yes can you show me your newest Casio please?

[Rashid.bk]

Originally Posted by 911SC

100% agreed! I'm covered in Tats and dress like a surfer bum, al-la Point Break, most of the time- when I walk into the AD the security guards start staring me down like I'm gonna rob the place. CAN I HELP YOU WITH SOMETHING BUDDY?!

My reply, yes can you show me your newest Casio please?

[SteveJ]

Originally Posted by DC Engineer

Yes, I was wearing sneakers. Really fast sneakers

There's at least two other TRF members in this thread that were at the same store, the same day as me and said the same thing. I'm not over-thinking this, the AD experience just sucks at this specific location.

DC Eng,

I was in the same store as you on the same day as I noted earlier. This is not inconsistent and a "bad apple" of a salesperson. 90% of them are like that all of the time. I know from experience. And everyone else that says you're over thinking it has never been to this particular AD.

[superdog]

Originally Posted by SteveJ

DC Eng,

I was in the same store as you on the same day as I noted earlier. This is not inconsistent and a "bad apple" of a salesperson. 90% of them are like that all of the time. I know from experience. And everyone else that says you're over thinking it has never been to this particular AD.

i still can't figure out what was so bad.

there are many stores that have a policy of no more than one watch on the counter at a time.

that sounds smart to me.

what exactly happened here??

[MitchSteel]

Oh boy, I had no idea, there's an AD dress code.What a superficial world we live in......makes me

[Rashid.bk]

Originally Posted by superdog

i still can't figure out what was so bad.

there are many stores that have a policy of no more than one watch on the counter at a time.

that sounds smart to me.

what exactly happened here??

Unless that in fact alone is the reason,....from his explanation it seemed the salesperson was hesitant to get another watch out after he finished looking at the DJ. If I want to look at 1, 2 or 3 watches isn't that there job to show me to see if I like it. There should be no ambiguity in the salesperson's behavior towards a customer, it should be distinctly polite, cordial and professional.
He was even actually looking to buy, so they lost a sale.

As for me I always make it clear that I'm just looking, trying to confirm my decision, getting a real life opinion, etc. And to not "waste" their time further I never look at more than two watches, and have generally been treated well particularly abroad, in the US, meh, there's been a few questionable encounters. So I understand the op's frustration especially since he was ready to buy.

[robotkiller]

Originally Posted by Rashid.bk

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

Dress like a slob, get treated like a slob. It's human nature - either deal with it or slog through sales staff and ADs looking for the ones who don't care. Your choice.

[dbt001]

Originally Posted by DC Engineer

They do have armed guards at the mall jewelry stores and at this AD in particular, so I'm not sure there's concern about a smash & grab in a mall of all places.

You're right, how stupid of me. They do have an armed guard. I'm sure if I had grabbed the watch and ran the 30 feet to the mall exit door, this highly-trained operative would have reacted with the cool nerve and swift decisiveness of a SEAL, drawn his weapon, sighted carefully through the crowd and put two slugs into the base of my spine. Then the saleswoman would have picked up the watch, wiped it off and spit on my lifeless corpse before putting the watch back in the case.

I'm surprised they don't just leave them out.

[gsgarbear2]

As is sometimes said: Some are better than others, this definitely goes for AD's. But to really get a deal, buy from the trusted and friendly dealers here on TRM

[911SC]

Originally Posted by dbt001

You're right, how stupid of me. They do have an armed guard. I'm sure if I had grabbed the watch and ran the 30 feet to the mall exit door, this highly-trained operative would have reacted with the cool nerve and swift decisiveness of a SEAL, drawn his weapon, sighted carefully through the crowd and put two slugs into the base of my spine. Then the saleswoman would have picked up the watch, wiped it off and spit on my lifeless corpse before putting the watch back in the case.

I'm surprised they don't just leave them out.

[SixPak]

Originally Posted by Rashid.bk

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

Tell that to Oprah Winfrey who was refused when she wanted to see a handbag in a high-end Swiss store. Like it or not, stereotyping is quite prevalent.

[Spartacus]

I live in the DC area and have purchased watches from this place in the past. Actually, every time I've had a great experience. But I think there are two major issues that you may or may not be aware of. One is an increase in theft at these stores to the point that you may see signs in the stores saying that the insurance policy does not allow them to show a certain number of watches.

The second issue, which I recently noticed at a California AD in Fashion Valley who had Tudor watches is some WIS just want to play with watches and not buy. The actual store you were at is a high volume seller, same with the one in the galleria. They sell those watches all the time.

About 4 months ago, I was trying to decide between the various rolex watches, late at night one of the older, grey gentleman stayed late and showed me 3 rolexes at the same time, telling me, he isn't really allowed to do this but will...and that really made a huge difference for me...and I will be buying my BLNR there...that is if they don't treat me like they treat you.


Honestly, in the beltway area, some sales people get it and some don't. Some people realize that money/sales walk in in all shapes, colors, clothing and even ages...while others, probably not locals, will see a young guy in sneakers and a baseball cap and assume the person is not a sale or not a real buyer. I am younger, but tend to be in there with my wife, I think she legitimizes me in the store ;)

[DCMacGuy]

I've always found Liljenquist & Beckstead in the Montgomery Mall to be quite pleasant. I'm counting down the days until my first Rolex - I have a personal milestone to reach and I'm going to take the plunge. That said, every time I have walked in to look I have been treated with respect and they have been willing to show and allow me to try on as many pieces as I like.

Of note, I had to make an unexpected trip to the mall a few weeks ago and decided to run by to see if they had the new GMT-II in. I looked a bit haggard along with it being hotter than the surface of the sun inside and out (construction at the mall) which didn't help, and yet the lady I was working with spent about 15 minutes chatting with me about the various models and Invicta (which I happened to be wearing). I have not decided if I am doing B&M for my purchase yet - am thinking about it for the experience alone. If that is the case, they will most likely get my business.

My father had an experience like one noted above when I was younger. We went in as a family to look for a new boat - and a salesman flat out said "You can't afford anything over there, these are more in your range." when we were looking at the one my parents wanted. My father was in a work shirt, jeans and boots - and in our then new '97 Mercedes S420. After some not so polite words with the salesman and sales manager who happened to walk over, I watched both of their jaws drop when we walked out the door. We drove across town and ended up ordering a better boat than the one they originally wanted from another dealer.

I remembered this, and when I ordered my Mercedes it was in a pair of basketball shorts and a T shirt. If you want to judge me based on appearance when I am making a luxury purchase, it's your damn loss when I take my business elsewhere.

[datejusting]

Originally Posted by floater156

I understand what you're saying and would definitely not give them my business. Next time go in ask to see a watch and say, "Thank you for allowing me to use your store as a showroom. I will now purchase this watch online for much cheaper."

That sounds like a great plan. Let the Rolex AD provide the showroom, salesmanship, customer service, pay all of the other expenses, and then you can go on line and order from a grey dealer leach and save a few bucks. Then if you have trouble with the watch during the warranty period, the AD is supposed to send it back to the RSC to get the problem fixed. Of course the AD should not expect you to pay for shipping, handling, and insurance to and from the RSC because you did not buy from him.

[DC Engineer]

Good point, this reminds me of my greatest customer services experience ever. I bought my first Mercedes while enroute to the gym, gym clothes and all. The guy photo copied my drivers license, pulled my credit report and just told me to bring the car back before 5pm while they appraised my trade in. The guy know for a fact the car would be sold. After driving the car around town and college campuses there was no question I was not purchasing that car.. Hell of a salesman... and Mercedes customer service has not let me down since.

The Tyson's Corner AD should take notes. If they are making money hand over fist, they could improve customer interaction with everyone. Should you have to drop a bank statement and paystub on the table to get some respect in there? You go to the AD to narrow a decision down...

[ec51]

Originally Posted by datejusting

That sounds like a great plan. Let the Rolex AD provide the showroom, salesmanship, customer service, pay all of the other expenses, and then you can go on line and order from a grey dealer leach and save a few bucks. Then if you have trouble with the watch during the warranty period, the AD is supposed to send it back to the RSC to get the problem fixed. Of course the AD should not expect you to pay for shipping, handling, and insurance to and from the RSC because you did not buy from him.

Not exactly. I wouldn't even use the AD as a middle man if my watch required service. I would send it either to the RSC directly if still under warranty or Rikki.

[Pep04]

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.

While I understand where you are coming from, I respectfully disagree. I don't dress like a slob by any stretch of the imagination. On weekends, I dress in marina style fashion. It's not dirty feet or torn shirts, but it isn't church or a nice dinner. I don't feel that I have to dress to impress anyone much less a salesperson at a mall.

I hate to sound snobbish because it is far from what I am or mean. I simply treat anyone with respect regardless if they are wearing $300 jeans or $50 shorts. The moment you open your mouth, you remove any doubt wether you are a "slob".



Some of the richest most successful people I have ever met dress "down" on the weekend.

[ec51]

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.

While I believe appearance can play a role in how you are treated as a customer, I too would never "dress up" to make a purchase.

Then again, I strongly believe how old you look plays an even more important role.

I have the curse/blessing of looking pretty young and it often creates some interesting interactions while visiting ADs. Older customers who "look their age" are most likely never even aware of this and probably believe they are just treated great wherever they go. Meanwhile if they looked like they were in their 20s...they might not have the same experience.

[Rameez-Q]

Im Surprised at some of the responses in here from ADs

me personally im around 5ft8 scars on head and very well built and in my early 20s and was in 2 rolex ADs in glasgow and got treated very well at both dressed casually also in edinburgh and when I was in china I was treated well however I was going to purchase a watch at one AD and they were reluctant to give any discount so I bought online and went in the next day for a valuation I would expect to be profiled however I havent been so far always had good service and know where Ill be going to a watch from an AD

[robotkiller]

Originally Posted by Pep04

While I understand where you are coming from, I respectfully disagree. I don't dress like a slob by any stretch of the imagination. On weekends, I dress in marina style fashion. It's not dirty feet or torn shirts, but it isn't church or a nice dinner. I don't feel that I have to dress to impress anyone much less a salesperson at a mall.

I hate to sound snobbish because it is far from what I am or mean. I simply treat anyone with respect regardless if they are wearing $300 jeans or $50 shorts. The moment you open your mouth, you remove any doubt wether you are a "slob".



Some of the richest most successful people I have ever met dress "down" on the weekend.

Like I said - everyone has a different point of view. If I'm going to an establishment where the staff are wearing suits, I feel like dressing business casual is simply being respectful.

When people show up to my office dressed well, I appreciate the gesture. I do not treat them one bit different than those who show in their PJs (which a few people do wear to my office), but I do feel that excessively dressing down in certain environments is a bit disrespectful.

I'm old fashioned, I guess. This is also a bit of a tangent - the OPs experience is not comparable and he was, IMO, treated poorly.

[Pep04]

Originally Posted by robotkiller

Like I said - everyone has a different point of view. If I'm going to an establishment where the staff are wearing suits, I feel like dressing business casual is simply being respectful.

When people show up to my office dressed well, I appreciate the gesture. I do not treat them one bit different than those who show in their PJs (which a few people do wear to my office), but I do feel that excessively dressing down in certain environments is a bit disrespectful.

I'm old fashioned, I guess. This is also a bit of a tangent - the OPs experience is not comparable and he was, IMO, treated poorly.

I see what you mean. In an office setting, I dress professional because it shows respect. PJs? I don't know if I could keep a straight face.

I don't wear suits in my business, but I do wear nice jeans, polo/button down and comfortable shoes. I would never wear shorts to a business meeting because, as you said, it is disrespectful to say the least.


Excessively dressing down, in my eyes, is a tank top and flip flops. There is a time and place for that. My usual weekend dress is shorts (Columbia, Tommy Bahama etc), polo/Columbia style shirt made with my boat name and fishing team logo and crocks or sneakers. Not business attire but not exactly slobbish.


In any case, this is dead horse we are beating. Like you said, to each their own.