Chicago Rolex boutique is terrible

[Bstewart]

No one greets you, employees stand around looking at you without asking if you require assistance, and obviously no watches (this point I am not holding against them). Just very bad service and really disappointed in the representation of the brand.

[SLWoodster]

LOL. I bet they thought they were being nice so they don't have to let you down.

[2001jesper]

Agree - You probably had a nicer experience with that treatment vs them telling you to forget it. Ask if they sell Omega next time to break the ice

Nevertheless, really shows the state of the current Rolex business environment ... its doing beyond great

[Pboned]

This is the same experience I had with Hamilton Jewlers in NJ. Definitely wouldn't recommend them either.

[beshannon]

Originally Posted by Bstewart

No one greets you, employees stand around looking at you without asking if you require assistance, and obviously no watches (this point I am not holding against them). Just very bad service and really disappointed in the representation of the brand.

After several conversations this week I believe this is the new normal

[garyk]

This was always the case with Mayors in South Florida a few years ago. If you spoke to them, they appeared inconvenienced...

[Chiboy]

I don't see one in Chicago proper on the Rolex site. Is it still Razny's on Oak Street?

[Riic]

They don't care about representing the brand. All they care about is money and now that all their watches are pre sold, they don't care about customers either.

[Deepseadog]

Had the same experience in the Boston boutique last week. SA followed us around--even upstairs--and he never said a word. The fact that we were both sporting Rolexes, so obviously not tire kickers, didn't matter one bit.

[PepsiBezel]

I am not sure your experience warrants a “terrible” call out. Many people would rather not be approached by sales staff, and allowed to watch around without being interrupted. You can always ask if you need something or have a particular question.

[OYptL]

CD Peacock? Was at the one in Skokie a couple of yrs ago and the SA had no clue about Rolex watches. I was schooling her on movements amongst other things. But, she was very polite.

[Mystro]

It’s just “retail sales” and these are not skilled positions nor are they even taught how to talk to people like a skilled waiter or concierge.

[Bstewart]

Originally Posted by OYptL

CD Peacock? Was at the one in Skokie a couple of yrs ago and the SA had no clue about Rolex watches. I was schooling her on movements amongst other things. But, she was very polite.

Originally Posted by Chiboy

I don't see one in Chicago proper on the Rolex site. Is it still Razny's on Oak Street?

No, this is the new Rolex boutique at 701 N Michigan. Razny is still there but not sure if they are an AD or not still.

[Bstewart]

Additionally, so without being offered any service I had to approach someone with a question...turned out he was the security guard. The employees and security were all dressed the same. Shouldn't you at least differentiate yourself as a salesman to a potential customer? Obviously we all know Rolex doesn't care but wow... wife and I are both watch people, have a decent collection, live locally, perfect long-term customers.... but nope, we weren't worth their time.

[Bstewart]

Originally Posted by Deepseadog

Had the same experience in the Boston boutique last week. SA followed us around--even upstairs--and he never said a word. The fact that we were both sporting Rolexes, so obviously not tire kickers, didn't matter one bit.

Yep, wife and I were both wearing expensive watches (in addition to my wife's enormous diamond ring) and nothing.

[OYptL]

Originally Posted by Bstewart

No, this is the new Rolex boutique at 701 N Michigan. Razny is still there but not sure if they are an AD or not still.

CD has three locations. Give Skokie or Oak Brook a visit. Enjoy.

[Bsmith73]

I shop the woodfield C.D. Peacock......Awesome people there.

[NYG1121]

Sounds like every other boutique/AD…

[bluestreak]

Originally Posted by Bstewart

No, this is the new Rolex boutique at 701 N Michigan. Razny is still there but not sure if they are an AD or not still.

Yeah. It’s the brand new one. Just opened in 2022. Run by Bucherer (Tourneau).


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[srvrf]

Well, too many sharks in those waters. If you want something you'll probably have to visit Howard Frum and buy pre-owned. Not really different than Indianapolis because there's nothing to sell.

[ArtNouveau]

Originally Posted by Mystro

It’s just “retail sales” and these are not skilled positions nor are they even taught how to talk to people like a skilled waiter or concierge.

This hurts me every time I hear it. I have known my SA for over 25 years, he is the consumate professional at what he does, as are all the others that work at the Boutique I buy from. He's put a couple of kids through college doing his "retail sales" job.
I never look down on how someone earns their living.

[Jay2101]

I feel like this is generally how Rolex is in Japan. They don't really approach you to ask what you're looking for unless you stay and have been looking for awhile. Usually they'll just say the watch is unavailable and to come back and check later. If you gel with them, they might offer t take down your information and you'll be "on the list".The general treatment is a bit colder than other brands. IWC was by far the warmest. They'll actually sit down and talk to you about their watches.

[Gab27]

There probably isn't a lot of motivation at the moment on that front, although it seems possible that could change in the near future.

[Ensign]

They don’t sell to foot traffic; I don’t blame them for their reticence.

They only have a show room to meet Rolex’ obligations.

Why go through the same conversation over and over? “Got any Daytonas in the back? Ain’t this shortage a dang shame! Rolex just boils my beans for not meeting my demands!”

[77T]

This must be a frustrating time for all involved: RolexUSA, ADs, Boutiques, SAs, and those who seek the Watch We Want.


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[jarecki]

Originally Posted by Bstewart

No one greets you, employees stand around looking at you without asking if you require assistance, and obviously no watches (this point I am not holding against them). Just very bad service and really disappointed in the representation of the brand.

What do you want them to talk to you about? The fact they don’t have any watches to sell?

[InTheCity]

I've been in talks with the AD on Michigan Ave for a few weeks... I know they're just humoring me every time I go in there and they take my inquiry, but even with knowing and reaching out to the same person, they are not responsive. At the end of the day, I am certain they have no issues selling their allocation so I can see why they don't provide white glove service. Razny's is a Rolex AD, they're more responsive and only a few blocks away - doesn't really matter though, they also don't have any watches.

[messikens]

Honestly I cant fault them... I was in the combined Rolex / Tudor boutique in Meatpacking District this past weekend.

Tudor section is nice, lots of watches to try on, multiple models you can take home right away (including the new Chronos if you want). Staff is eager to showcase the models and help in any way

Rolex section same as always: multiple staff standing around empty shelves or expo models only. Lots of people coming in, usually asking for a SS model with the same shpiel as always. Serving one Asian couple once in a while who picks up a 36mm model that they actually have...

Why go through the trouble? There is nothing to sell and nothing to show, so how are you expecting them to "be excited"? I imagine this environment must be the salesperson's nightmare. Nothing to sell, nothing to show, waitlist endless and same story to repeat a thousand times a day ("we have no models in stock, but I'd love to note your interest and we'll call you in about 6 years for that GMTII you were interested in since you travel so much...")

[teck21]

It appears ADs can’t do right by anybody.

Some people get upset when they aren’t given the necessary customer service as befits a luxury brand, and others get upset that they can’t walk in and buy anything they want as befits a supermarket.


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[TheVTCGuy]

Rolex Boutique in San Diego is an exercise in futility. Granted, this is a while ago, but three other TRFers and myself walked in there. One was wearing a ceramic Daytona, I was wearing a SkyDweller, the third was wearing a DayDate and I can’t remember the fourth, but it was a nice Rolex. So, it is obvious we are Rolex buyers and savvy. We were ignored, until finally someone asked. We inquired something about: “Has availability gotten any better?” The response made my jaw drop and all of us walk out. “Well, we wouldn’t sell to anyone that doesn’t have a long history with us.” OKaaaaayyy…. Yes, we all know that is true, and is the current situation, but we weren’t asking for a watch, just a general question to break the ice and establish a customer-SA conversation. They were snooty, obnoxious, just plain rude.

I will never buy from that boutique, the one you entered sounds similar.

Note: I am sure they get sick of people asking for watches all day long, but you don’t have to be rude to say something like: “They are still very difficult to get” and maybe some other basic conversation. If you don’t want any contact with humans and buyers then you shouldn’t be in the job of an SA.