I brought in a Rolex Batgirl that I received as a special gift from my family over the holidays, which they purchased pre-owned from a reputable jeweler in Las Vegas. I was driving nearby and noticed this watch repair location, so I stopped in to have a simple adjustment done.
I asked if he could remove one or two links from the bracelet, as I wasn't sure exactly how many needed to come out. Within about 20 seconds of handling the watch, he began acting suspicious and claimed the watch was a replica, without opening the case back or performing any actual authentication.
He then attempted to sell me a $50 "authentication" service, which felt inappropriate given that he had already instantly declared the watch fake. The interaction became even more uncomfortable when he repeatedly emphasized that this is an "$18,000 watch" and questioned whether I or my family could even afford a luxury timepiece.
I found those comments extremely uncalled for and unprofessional. In 34 years I have never had anyone in a service setting comment on my finances or speculate about what I or my family can afford. That kind of judgment has no place in what should have been a straightforward watch repair visit.
I simply wanted a link or two removed. I did not ask for commentary on the watch's authenticity or value, I was there solely to have the bracelet sized. I understand if I asked for his professional opinion, or if he wanted to kindly tell me it was off somehow.
At that point, I was already there and didn't feel like driving around in the rain since I plan on wearing it out tonight, so I paid $25 for the resizing (which felt overpriced compared to other places I had called) which I would have had absolutely zero issue paying for the service if the interaction had been respectful versus regretting bringing it in, in the first place.
This all happened within the last hour, and I left feeling unsettled and second-guessing myself after the interaction. I even called my mom on the drive home, worried she may have been scammed when purchasing the watch on the grey market. She sent me the invoice and a screenshot of the bank statement reflecting a $17,200 purchase. Regardless, authenticity was never the purpose of my visit, professionalism and basic customer service were.
Unfortunately, this experience missed the mark. I would have expected either a quiet adjustment or a polite decline, not unsolicited judgments or commentary.
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EDIT: In response to the business owner's ChatGPT reply: I would strongly advise clients with high value timepieces (especially Rolex owners) to think twice before bringing their watch here for service.
This had nothing to do with helpful context or some type of consumer protection. Within less than a minute of glancing at my watch, without even opening the caseback, he declared it a replica while the conversation quickly shifted to its high price point and whether my family could afford or would spend that kind of money on a gift for me. Those comments were unnecessary and came across as judgmental. After proclaiming it fake, he then offered a $50 authentication service. If he was solely trying to help me, he'd point these "inconsistencies" out to guide me versus up-charge me. The concern appeared to stem from protective plastic on the case from the jeweler it was purchased from (so it wouldn't get scratched or dinged on the display case) which does not indicate a counterfeit.
I came in for a single link removal, was charged more than double what other shops quoted, and left feeling sized up rather than helped. I later took the watch to a specialist in luxury timepieces based in downtown LA (not where it was purchased from in Vegas) where it was fully inspected and confirmed authentic.
The whole point was not about this, it was really about how a new client was treated and spoken to all over a link removal. I never had an experience like this with any type of watch or jewelry business in 34 years, if that says anything to potential clients of this company (which is a small booth inside of a flower store). read more