Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Rolex was losing about 5 minutes a month. I stopped in All About Watches. A very charming AB first offered to buy my watch then recommended a Rolex full service. Service included water test, fully dismantle clean & oil every part. New crystal & polish. 6 weeks later my watch was finished. By the time I walked to my car it stopped. He aggressively wound the watch and said it was good to go. 2 days later it stopped again. He apologized repeatedly & assured me he would fix it. 3 weeks later I went by to pick it up. A day later it stopped. I returned & left it again for a few week. When I went to pick it up he told me I need to wind it for 1 whole minute. This is something I never had to do previously. He wound it himself & again It stopped 2 days later. He was getting agitated when I would show up. Throwing his hands up in the air. Saying the watch worked fine when he had it at his shop. After the 5th time I realized it was only working till the manual winding timed out. The longest it ever worked was 40ish hours. Rolexes do not have a battery. They charge with the movement of your wrist. It was not charging with my wrist movement. From there he blamed my activity level so he recommended wearing it on my right wrist. Returned again. Next adjusting my band to make it looser. Didnt work. Returned again. Next buying a moving watchbox. This didnt work. Returned again. He said in his watchbox it worked so I tried his box. Didnt work. I did everything he asked & he was more defensive every time I showed up. He said I was the problem. I took video every 2hrs of the watch in the watchbox to prove the watch wasnt just laying on a counter. After 12 times returning the watch to him I took it to another repair shop. Listed on the repair quote was that the watch was never fully serviced. Movement completely dry & has grime from oils not being change. Bracelet over polished. The case back teeth were damaged from incorrect tool used or possible slipping during opening.

  Business Response

  Date: 10/02/2024

  Dear ********,
  
  Thank you for reaching out to us with your concerns. We truly value your business and would like to address the issues youve experienced with your Rolex.
  
  Your watch was initially serviced by AB at our *********** location, where we performed a full overhaul, including dismantling, cleaning, oiling, and testing the movement. After you informed us that the watch stopped running, we gladly took it back and had our watchmaker re-service it, ensuring the oils were correctly applied. We can assure you that the watch was fully serviced each time it was in our possession.
  
  After the re-servicing and further testing, the watch was found to be running correctly in our shop. However, we understand that you continued to experience issues soon after receiving the watch, and we sincerely regret the inconvenience this caused. While our watchmaker could not replicate the problem, we recognize that this discrepancy in performance was frustrating for you, and for that, we apologize.
  
  In our efforts to resolve the issue, we re-serviced the rotor wheel, provided you with a complimentary watch winder valued at $150, and even offered you a full refund. At that time, you declined the refund, expressing that your primary goal was simply to have the watch working correctly. We respected your decision and continued our efforts to address the problem. Despite this, we understand that the issue persisted, and we regret that our efforts did not fully meet your expectations.
  
  Regarding the observation that the watch appeared to have been opened by someone else, this was a detail we noted after one of your returns. Although this voided our warranty, we continued to service the watch out of goodwill. We raised this point not to shift blame but to be transparent about our findings. While we couldnt conclusively prove that the watch had been tampered with, we wanted to ensure full disclosure on our part.
  
  We also acknowledge that AB, who initially handled your service, may not have communicated as effectively as we would have liked, due in part to a language barrier and his frustration over being accused of scamming. While this situation was challenging, we recognize that the way it was handled did not reflect the level of customer service we aim for, and for that, we sincerely apologize.
  
  We will not offer a full refund on a false claim. I have made attempts to contact you to offer a partial refund for the service as a gesture of goodwill. Please feel free to reach out to me directly at your earliest convenience so that we can work together on a resolution.
  
  
  Sincerely,

  
  Safe Ali

  ************

  Manager

  All About Watches

  
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22295383
  
  I am rejecting this response because: My watch was damaged by AB. The problem it did after servicing was an issue it never had. AB promised me he could fix the problem. After 12 times of returning to his shop he kept the watch 4 of those times to work on. I finally took it to a place that came highly recommended. I have attached the quote. A couple lines of the quote prove the watch was never fully serviced. Dirty & dry inside. My watch will be ready in 4 weeks. I am asking you for my money back. I am not asking for the list on damages you did to my watch. AB made me do all kinds of different things. One was to buy a watch box. I purchased a watch box in January. In March he said to try his watch box. I have no use for his watch box & have a recording of him insisting I keep it. 
  
  Sincerely,
  
  ******** **********

  Business Response

  Date: 10/04/2024

  Dear ********,
  
  We acknowledge that your experience with the repeated returns to our shop must have been frustrating, and we regret that despite our efforts, the issue was not resolved to your satisfaction. After AB initially serviced your watch, we also incurred the expense of having our other watchmaker re-service it, including work on the rotor, to ensure that every possible effort was made to resolve the issue. Each time your watch was returned, it was tested and functioning properly before being given back to you.
  
  We also provided you with a complimentary watch winder, valued at $150, as a gesture of goodwill to help maintain your watchs performance. We understand that you may no longer find it useful, and we sincerely apologize if this caused any inconvenience.
  
  We would also like to address the confusion regarding the other repair quote you received. It is surprising to us that the other repair shop claims the watch was never serviced, given the extensive work that was performed by our team, including cleaning, oiling, and testing the watch on multiple occasions. We stand by the quality of the service provided, but we respect your decision to have the watch inspected elsewhere.
  
  In light of the inconvenience you experienced, we would like to offer you a partial refund as a gesture of goodwill. We remain committed to fairness and to resolving this matter amicably.
  
  Please feel free to reach out so we can finalize this arrangement.
  
  Sincerely,

  
  Safe Ali

  Manager

  All About Watches

  ************

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22295383
  
  I am rejecting this response because: hello, please understand when I took my watch in it was loosing about 5 minutes a month. The issue that the watch had after the service was new. I did everything AB asked of me. Changed the watch to my opposite wrist, he said I wore it too tight so he loosened it, he said I needed a watch box so I purchased a watch box, he said my watch box must not work like his so I tried his watch box, he said I needed to aggressively wind the watch stem for one minute. All these things I never had to do previously & none worked anyway. The manual wind would work for 2 days then stop. I have voice recordings of my last 4 shop interactions with AB. I have over 60 videos of my watch. I would film the watch on my wrist or in the watch box every 2 hour to prove it was in motion because AB would always blame me. I went back to him 12 times. He only kept the watch to work on it 5 of those times. The other 7 times he came up with new stuff I had to try. All I wanted was my watch to work the way I brought it in. He promised me every time he could fix it. I feel I gave him every opportunity. Now I am having to pay to get my watch fixed. I am not asking for the 1200 dollars even though I do believe AB broke my watch. I just want back the money I spent at your business. 
  
  Sincerely,
  
  ******** **********