I sent a 1970 vintage Rolex--my grandfather's watch--to Rolliworks for bracelet repair and crystal…read morereplacement. While the watch was returned well packed and some of the requested work was done, a major visible issue with the bracelet was not corrected. The end‑link connecting the bracelet to the case remained crooked, exactly as it was before the service. When I raised this concern and expressed disappointment, the response from Michael Hui at Rolliworks was dismissive and unprofessional. Rather than acknowledging the issue or discussing solutions, I was met with comments like: "You are unhappy that we didn't do work that you didn't request or pay for? Ok well you can have that opinion." And later: "I'm not a mind reader so make a request of what you would like us to do and I can send a quote." This wasn't about trying to get free work. It was about basic customer service, communication, and reasonable expectations when dealing with a specialist in vintage watches--especially when they have the watch in their possession and can clearly see unresolved issues. Those replies told me everything I needed to know about how Rolliworks handles customer feedback. Instead of professionalism or accountability, I received sarcasm and defensiveness. After reading those responses, I decided not to send the watch back. The tone alone showed the type of experience you're likely to have if something doesn't go perfectly. If you choose Rolliworks, be prepared for a strictly transactional approach and don't expect proactive inspection, recommendations, or a customer‑first mindset. Based on my experience, once they have your money, any dissatisfaction will be treated as your problem--not theirs. In response to Michael's comments below: The issue was never that Rolliworks failed to "guess" additional work. That is precisely why I reached out immediately after receiving the watch--privately and professionally--to ask questions and understand what options were available. The issue was entirely about communication and tone. Despite disagreeing with their assessment, I remained polite and constructive. In the same message where I shared my disappointment, I explicitly asked for a new quote that included additional services I had not originally foreseen. My intent was resolution. Instead of engaging constructively, Michael responded with two back‑to‑back messages that were dismissive and confrontational: "You are unhappy that we didn't do work that you didn't request or pay for? Ok well you can have that opinion." Followed immediately by: "I'm not a mind reader so make a request of what you would like us to do and I can send a quote." Those responses were not solution‑oriented, professional, or respectful. It was the aggressive tone--not the disagreement--that led me to disengage and ultimately write this review. Michael, the best customers are not the ones who never encounter issues. They are the ones who experience a problem and stay because it was handled well. How a business responds to feedback is what creates lifelong customers. Unfortunately, that opportunity was missed here.

I wished I read some of the Reddit experiences/reviews on Rolliworks before sending my 5513 in. RW…read morewas a brand name in the Rolex repair and servicing world for a long time and it looks like recently they've experienced some heavy staff turnover and can't keep up with demand. I sent my watch in after receiving an estimate. It resulted in a lot of chasing afterwards for an update. After 2-3 weeks Ivy P mentioned my watch hasn't been looked at and they were quite backed up, I follow up after a few days, still no movement so I ended up requesting the watch to be sent back. It didn't give me a lot or confidence to have my pieces just sitting there for weeks before being examined. Unfortunately I won't be using them again in the future.