We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Watch Dealers

Tourneau LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Watch Dealers.

Complaints

This profile includes complaints for Tourneau LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Tourneau LLC has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/24/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      On Oct 12, 2024, I made a watch purchase at Tourneau Rolex Boutique. They accept ****** payment which I have used before in their store. I paid in full and provided them my proof of transaction. I left the store with the receipt and the product that I purchased. At that point, the purchasing process should have been finished for me as a customer, since I paid in full, they accepted, and I got my receipt. They contacted me again that evening saying that their payment system went wrong and I need to pay one more time or I must return the item even though nothing has been refunded to me. I have been helping them for over a week contacting the payment platform, which is not even my responsibility. However they harass me with calls, texts and emails during my work time and class time almost everyday, threatening me to submit another payment and blaming their system and pos machine issue on me. They as a merchant accept **** and Alipay and I chose to use Alipay. They have taken a big amount of time from my daily life as a college student during my exam week, caused a huge amount of extra stress on me, and badly impacted my mental health. Now that I have been helping them contacting the payment platform for over a week, and ****** confirmed to me that they have contacted their accounting department but didn't get a response, Now I need them to stop harassing me and contact the pos machine company Clover or ****** as merchant to solve their own issue. And I need them to compensate for the extra time that I spent as a student and a teaching assistant at school and the big amount of stress they caused by harassing and threatening me. Please find all supporting documents attached.

    • Initial Complaint

      Date:07/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I purchased a Cartier Roadster watch from Tourneau in ************ in November 2021 for over $6,000. It never worked properly, losing a minute every two days and stopping every few days despite winding it at night and having it stop before I woke in the morning. Tourneau sent it for repairs twice, over a month each time but the problem did not improve. I wanted to return the watch but ******, who worked at Tourneau and said that we was going to help me, has not returned my calls for weeks. I trusted that he would help but obviously I misjudged the situation. My wife and I have had numerous Cartier watches over the years but never this experience. I am 87 years old and the trips back and forth to Tourneau have become a challenge.************************ **

      Customer Answer

      Date: 08/04/2023

      Better Business Bureau:

      At this time, I have not been contacted by Tourneau LLC regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:12/07/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The certified, pre-owned watch I purchased from Tourneau was delivered to me with a used and worn leather strap. The Tourneau website clearly states that pre-owned watches are expertly restored prior to sale and this includes replacement of straps. The exact language on the sale page for the watch says "The restoration process includes expert cleaning and polishing, testing of water pressure and magnetization and the replacement of straps." I contacted Tourneau customer service via email and requested that a new Breitling leather strap (Model 441X) be sent to me. They have not done so. They did apologize for shipping out a watch with a bad strap but have not yet resolved this matter even though I have followed up with them. This is a case of false advertising; Tourneau did not deliver what was advertised and I have not received what I paid for. The resolution I seek is for Tourneau to send me a new and authentic Breitling black leather strap (Model 441X) within 5 business days or to refund me $495.00 so that I may purchase a new strap from an online vendor that has the Breitling strap in stock (I have attached a picture of the price for the strap from the other vendor).

    • Initial Complaint

      Date:11/17/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      I ordered a Rolex from the online website 10/10/22. The watch was not as it appeared online so I sent it back. The watchband and numbering were different than the photo that showed online. The box was also very dirty, and had no papers or official Rolex box with it. They're now telling me it's not the same watch as the one online (which is what I told them from the beginning, they sent me the wrong watch), and now they're refusing both a refund and to contact me regarding. I was also informed the watch they sent was a fake. They originally told me there was an issue with their quality control process, but now they've shifted the blame onto me. They've refused a refund, which I now have to dispute with the card company, and/or go to small claims court for, and they've refused to contact me regarding.

      Customer Answer

      Date: 12/12/2022

      Better Business Bureau:

      At this time, I have not been contacted by Tourneau LLC regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I brought my gold and diamond rolex in for repair on 9/15/22. It was estimated to be completed on 2/1/22. It was finally repaired in August 2 that my watch would be sent to me and that I didn't have to come in. I received the *** box and it was completely sealed. Inside was a felt case and NO WATCH. My watch and any receipt were not in the box. I want my watch back, I consider it stolen at this point by whomever mailed the box to me. There were no signs of tampering with the *** box.

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I bout a Breitling from Tounaeu in 2019, watch was not working when it was delivered, I sent it back and got a new one.That one stoped working within year and a half.Watch was sent to them in February 2022 and its July 2022, I have not received my watch.They dont return my calls.Please help me resolve this issue.Thank you!

    Tourneau LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.