Really bad experience with Bucher TimeMachine in NYC

[leoliang1990]

Hello everyone,

I wanted to share my recent experience with Bucherer TimeMachine in NYC, hoping it might help others. This was the worst shopping experience I ever had.

Timeline of Events:
May 4: I placed an order in-store at Bucherer TimeMachine for a $20,000 Rolex Daytona. I was told it could be delivered to my NJ address the next day.
May 8: The package was not yet delivered, and I needed to be out of the country for an extended period. I asked the sales representative to intercept the package and ship it back to proceed with the refund.
May 22: No update on the refund process.
May 25: Reached out to the sales manager for an update on the refund process.
May 28: The sales manager started an investigation process with UPS and promised a result by June 4th.
June 5: UPS concluded that the package was lost, and the claim process began.
June 5-10: No updates from Bucherer. I emailed the sales manager multiple times, called the phone number from her email signature, and contacted the retail store many times, but no one picked up. I also called Bucherer customer service, but they could only forward my request to the retail store.
June 11: UPS somehow delivered the package, but it was signed by a stranger.
June 12: The sales manager finally emailed me back but refused the refund because the package was delivered and suggested I file a police report.
June 13: UPS updated the status and sent the package back to Bucherer.
June 14: Bucherer received the package and started the refund process.

Points of Concern:
Lack of Ownership: The sales manager refused the refund because the package was received by a stranger without my approval. Fortunately, the package was eventually sent back to Bucherer. If UPS had mishandled the situation further, it should not be my responsibility to file a police report.
Missing Communication: There was a period of over 10 days with no communication from the sales manager, despite my multiple emails, calls to the number in the email signature, and calls to the retail store. This lack of responsiveness is unacceptable and has added to the overall frustration.
Delivery Delay and Initial Refund Refusal: The package failed to deliver on time. The original sales representative refused to process a refund and offered only an exchange. The refund was finally approved after I escalated to the sales manager.
Extended Process Time: The entire process has taken an unreasonable amount of time and has caused significant inconvenience while I am out of the country. The delays and lack of communication have been extremely frustrating.
Unprofessional Handling of Delivery Issues: Despite my request to return the package and UPS concluding it was lost, UPS attempted to deliver it a month later, and it was signed for by a stranger.
Product Knowledge: The original watch is dated 1990, but the dial was not from the same period, even though it is authenticated by Rolex. The sales representative had zero knowledge about the history of the watch.

Current Status:
The refund process is now in progress, but the overall handling of this situation has been far below the standards I expected from Bucherer.
I hope sharing my experience helps others who may be considering making a purchase from Bucherer TimeMachine.

[schwartz914]

Why did you have it shipped?

[forcinitijp]

you take the job of making an TRF account, criticizing the seller, who sent the watch... the problem here is UPS's, not the seller's in the first place.

You create an account only as a good Samaritan to report that UPS lost a package... something strange, right?

Thank you for thinking of all the strangers who read your message ... but you should start this in a mail sending forum to report how badly UPS treats you ... and how hurt you are because the seller started a refund a day after he received the watch again and that they surely did not send it again because you were something intense in the process, even knowing that they were going to reimburse you

[Andad]

I don’t see how your thread can help anyone?

[KatGirl]

I would never have a $20,000 watch overnighted to me, right before I was leaving the country. Poor judgement on your part. Of course it went wrong. This was more about you making a poor decision, than Bucherer or UPS.

Kat


Sent from my iPad using Tapatalk

[Calatrava r]

May 4: I placed an order in-store at Bucherer TimeMachine for a $20,000 Rolex Daytona. I was told it could be delivered to my NJ address the next day.


Was this a new watch? That is really cool they had the watch you wanted the first time you went to the store. Most people are not that lucky.

[fsprow]

Originally Posted by forcinitijp

you take the job of making an trf account, criticizing the seller, who sent the watch... The problem here is ups's, not the seller's in the first place.

You create an account only as a good samaritan to report that ups lost a package... Something strange, right?

Thank you for thinking of all the strangers who read your message ... But you should start this in a mail sending forum to report how badly ups treats you ... And how hurt you are because the seller started a refund a day after he received the watch again and that they surely did not send it again because you were something intense in the process, even knowing that they were going to reimburse you

100%

[bay_area_kid]

Originally Posted by KatGirl

I would never have a $20,000 watch overnighted to me, right before I was leaving the country. Poor judgement on your part. Of course it went wrong. This was more about you making a poor decision, than Bucherer or UPS.

Kat


Sent from my iPad using Tapatalk

Exactly! And not only that, but asking Bucherer to "intercept the package" after OP left the country? WTF

Did OP expect Bucherer to be able to send out a sales associate to drive around town tracking the UPS van? Or have a sales associate drive to OP's house and stand around OP's porch waiting for the UPS van to make the delivery?

It's not just poor decision-making, it's a general lack of common sense on OP's part.

[SMD]

Sorry, this is where you lost me:

"I placed an order in-store at Bucherer TimeMachine for a $20,000 Rolex Daytona. I was told it could be delivered to my NJ address the next day."

Don't believe for a second you walked in and ordered this watch. Whole story is suspect to say the least.

[GGGMT]

Don’t feed the trolls. Everyone knows this story is uh well um.


Sent from my iPhone using Tapatalk

[brandrea]

Wow … I’m not sure where to begin. Welcome?

[chro.nic]

Originally Posted by GGGMT

Don’t feed the trolls. Everyone knows this story is uh well um.


Sent from my iPhone using Tapatalk

This!!

.nic

[offrdmania]

A one and done post. A drive by armchair posting

[leoliang1990]

Originally Posted by schwartz914

Why did you have it shipped?

By shipping it out of state (I live in NJ), it could safe me some sales tax.

[leoliang1990]

Originally Posted by forcinitijp

you take the job of making an TRF account, criticizing the seller, who sent the watch... the problem here is UPS's, not the seller's in the first place.

You create an account only as a good Samaritan to report that UPS lost a package... something strange, right?

Thank you for thinking of all the strangers who read your message ... but you should start this in a mail sending forum to report how badly UPS treats you ... and how hurt you are because the seller started a refund a day after he received the watch again and that they surely did not send it again because you were something intense in the process, even knowing that they were going to reimburse you

LOL, don't be so ignorance. I create the account to for looking for more info regarding the vintage daytona information before my purchase.

I didn't brame UPS only because UPS is hired by the Bucherer to delivered the high value package. For something like this, it is expected Bucherer ask UPS to request a signature. If this package is signed by a stranger, it should be Bucherer's fault, right?

[leoliang1990]

Originally Posted by KatGirl

I would never have a $20,000 watch overnighted to me, right before I was leaving the country. Poor judgement on your part. Of course it went wrong. This was more about you making a poor decision, than Bucherer or UPS.

Kat


Sent from my iPad using Tapatalk

TBH, I regret making this decision. I should hold it and place the order after I'm back. I'm so urgent to place the order because the sale representative promise it could be shipped it to me next day which I think should be more than enough given than I have 5 days left.

[leoliang1990]

Originally Posted by bay_area_kid

Exactly! And not only that, but asking Bucherer to "intercept the package" after OP left the country? WTF

Did OP expect Bucherer to be able to send out a sales associate to drive around town tracking the UPS van? Or have a sales associate drive to OP's house and stand around OP's porch waiting for the UPS van to make the delivery?

It's not just poor decision-making, it's a general lack of common sense on OP's part.

You must not reading my post clearly. Bucherer does able to intercept the package because they are the sender. They did that and UPS did recieve the interception.

[leoliang1990]

Originally Posted by Calatrava r

May 4: I placed an order in-store at Bucherer TimeMachine for a $20,000 Rolex Daytona. I was told it could be delivered to my NJ address the next day.


Was this a new watch? That is really cool they had the watch you wanted the first time you went to the store. Most people are not that lucky.

No, it was a Rolex certified preown watch.

[leoliang1990]

Originally Posted by Andad

I don’t see how your thread can help anyone?

Not all the thread in this forum is that helpful.

Just sharing my recent experience, sorry to waste your time. Feel free to ignore my post.

[leoliang1990]

To answer some of the criticize on my post:

This is not a new watch but a Rolex preown 16523

I walked in to the store but still ask they to ship to my out of state address because that could safe me some tax. I regret making this decision

For those that are curious, the sender (bucherer) can intercept the package. They did and UPS received the interception.

Here's the UPS tracking: 1ZX8W7644295059985

I'm new to watch and this is the first time I purchased such a high value item. If you think I am missing some knowledge or common sense, feel free to raise that. I would humble accept it.

[forcinitijp]

Originally Posted by leoliang1990

To answer some of the criticize on my post:

This is not a new watch but a Rolex preown 16523

I walked in to the store but still ask they to ship to my out of state address because that could safe me some tax. I regret making this decision

For those that are curious, the sender (bucherer) can intercept the package. They did and UPS received the interception.

Here's the UPS tracking: 1ZX8W7644295059985

I'm new to watch and this is the first time I purchased such a high value item. If you think I am missing some knowledge or common sense, feel free to raise that. I would humble accept it.

The package was refused by the receiver and will be returned to the sender.
View Less
Signature Required

???? What's your story?

[subtona]

Sh&t happens. In the end you’ll receive a refund and you can spend your money elsewhere.

I have received many next day deliveries without consequence. Occasionally there is an issue, for whatever reason those issues seem to occur at the least opportune time.

Typically fedex is the preferred choice.

Put this behind you. Good luck getting the watch you want.

[-dustin]

Well I’d be pretty damn annoyed if I was told Monday delivery, only to see that a label wasn’t created until noon on Monday. Guess it went downhill from there. That 27hr gap between M and T would’ve had me annoyed with UPS.

Sucks, OP. Just wasn’t meant to be.

[77T]

Originally Posted by leoliang1990

LOL, don't be so ignorance. I create the account to for looking for more info regarding the vintage daytona information before my purchase.

I didn't brame UPS only because UPS is hired by the Bucherer to delivered the high value package. For something like this, it is expected Bucherer ask UPS to request a signature. If this package is signed by a stranger, it should be Bucherer's fault, right?

A belated Welcome to TRF.

If the package was signed for by a stranger (and not by the addressee which would be you) then it would be UPS error.

However, it appears from the tracking info that the package was refused, that is not signed for by a stranger.

Bucherer would only have responsibility (as the shipper) to cooperate in any investigation.

But in this case, there was no loss of the package.

Your post is helpful to other members like you who may be new to watch collecting for the following reasons:

1. Choose your seller wisely and be sure they can communicate well with buyers who wish to avoid taxes.

2. Don't trust shippers like UPS for such a high value item - use FedEx and pay the higher price for on time High Priority Overnight delivery with extra 3rd party shipping insurance.

3. Avoid cutting the timeframe of arrival so close to a time where one would be out of the country for a long time.

Of course many people use the bias of hindsight to be critical - we all learn from mistakes. Your post has helped anyone from making the mistakes the mentioned.

If you had paid the extra NYC and NY sales taxes you would have been posting pictures of the great vintage Daytona.

Now, about the watch and your motives. I fail to see your point about joining TRF to research the watch you wanted to buy.

You never posted a question about the Daytona 16523 reference you purchased. You joined after making the purchase. So how did joining on 5/30 help you make a purchase 26 days earlier at Bucherer on 5/4?

You made the purchase of a watch you had in your hands at Bucherer and now claim the seller didn't know about a dial swap that you claim was of an incorrect era. How could you have known that if you never saw the watch again after leaving the store after the purchase? If you knew it in the store, then don't buy the watch or negotiate a lower price for the aberration.

Back in the day when that Daytona was made Rolex would swap a dial for a customer or an owner might pay a watchmaker to do that. Either way, the new dial was on the watch when you inspected it so you made the purchase. How was the sales associate to know a "fact" that neither they, nor Rolex believed to be inappropriate?

As a new member, please be careful not to cast aspersions against other members - see the rules. If someone challenged your narrative it is because they didn't understand you.

If you find another vintage Daytona, before you buy it post some photos here and ask questions. TRF is a helpful forum but one must learn before the mistake(s) are made.


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[bay_area_kid]

Originally Posted by leoliang1990

You must not reading my post clearly.

Yes, I was able to read your post clearly. I think the main issue here is a language gap. Because what you're saying in English and what you actually mean appear to be different things.

Originally Posted by leoliang1990

Bucherer does able to intercept the package because they are the sender. They did that and UPS did recieve the interception.

Ok, so when you say Bucherer intercepting the package, you actually mean UPS. Then yes, I agree with you.

[bay_area_kid]

Originally Posted by leoliang1990

For those that are curious, the sender (bucherer) can intercept the package. They did and UPS received the interception.

No, Bucherer cannot intercept the package. Only UPS can. Bucherer can make the request but it is up to UPS to reroute. If the rerouting doesn't happen, then it's the responsibility of UPS, not Bucherer.

Originally Posted by leoliang1990

Here's the UPS tracking: 1ZX8W7644295059985

That shows the package was never signed. It was simply returned to the sender.

Originally Posted by leoliang1990

I'm new to watch and this is the first time I purchased such a high value item. If you think I am missing some knowledge or common sense, feel free to raise that. I would humble accept it.

Like others said, don't request any critical deliveries without enough buffer time before you leave the country. Personally, I'd give it about two weeks just to be safe. I've seen express packages where they got delayed for up to two weeks. During the pandemic, I've heard of packages getting delayed for months. And just fairly recently, we had some severe weather in the midwest and Texas. So you'd never know what can actually happen.

[bay_area_kid]

Originally Posted by -dustin

Well I’d be pretty damn annoyed if I was told Monday delivery, only to see that a label wasn’t created until noon on Monday. Guess it went downhill from there. That 27hr gap between M and T would’ve had me annoyed with UPS.

OP made the order on May 4th, which is a Saturday. We don't know what exact time the order was made but even if it was made in the morning, that may still be too close to the Saturday pickup cutoff. If we assume OP bought the Rolex from the Bucherer store anytime after 12pm on Saturday, then there's a good chance it won't make the Saturday cutoff because Bucherer will need time to complete the purchase, do some final QA on the watch, package up the watch, etc on their side before sending it off to UPS.

So then the next day is Sunday. And I don't think UPS has any pickups on Sundays.

So the earliest the package can go is Monday. So I think that is a reasonable explanation on why the label was only created on Monday.

[fsprow]

I think Bucherer had a bad experience with you!!

[-dustin]

Originally Posted by bay_area_kid

OP made the order on May 4th, which is a Saturday. We don't know what exact time the order was made but even if it was made in the morning, that may still be too close to the Saturday pickup cutoff. If we assume OP bought the Rolex from the Bucherer store anytime after 12pm on Saturday, then there's a good chance it won't make the Saturday cutoff because Bucherer will need time to complete the purchase, do some final QA on the watch, package up the watch, etc on their side before sending it off to UPS.

So then the next day is Sunday. And I don't think UPS has any pickups on Sundays.

So the earliest the package can go is Monday. So I think that is a reasonable explanation on why the label was only created on Monday.

I’m aware of all of that.

But Bucherer apparently said “next day”. I assume they ship enough to know the logistics behind it and how that isn’t likely, nor is a Monday delivery likely. Bad form to overpromise and under-deliver.

[bay_area_kid]

Originally Posted by -dustin

I’m aware of all of that.

But Bucherer apparently said “next day”. I assume they ship enough to know the logistics behind it and how that isn’t likely, nor is a Monday delivery likely. Bad form to overpromise and under-deliver.

Let's use some common sense, please.

When it's a Saturday and someone says something can be delivered the "next day", it usually means the next business day. I've worked in car sales, luxury retail, construction, and now in tech. Everyone knows shipping is limited on Saturdays and hardly anything gets shipped on Sundays.

So when the Bucherer salesperson said "next day" on a Saturday, it doesn't make sense to literally interpret it as the watch getting delivered the very next day, which is Sunday.