SwissWatchExpoReviews of swisswatchexpo.com

After looking at a watch, phone consult with a rep; they mined my information and sent me a Shopify invoice that came to my Apple wallet as pending; I did not contract this company for a watch, and it definately wasn’t even a watch I wanted. Buyer beware of marketing tactics

Return customer buying a Rolex this time around and I am very disappointed with the lack of professionalism and care I received after the purchase. To my shock I received their in-house Certificate of Authenticity with the incorrect Rolex serial number for my watch which was extremely serious and a breach of contract. It took several days, multiple phone calls from me and speaking to 3 different people to get this addressed and sadly more errors were made which left me even more stressed. I expressed worries over the serial number being compromised but the situation was diffused in their favor and my concerns were just dismissed over a red sticker on the watchband. After all of the confusion over the certificate I finally noticed that the lume on the hands doesn’t work which renders the watch useless in dark conditions. This was not disclosed on the online listing for the watch as it was listed in ‘excellent condition’. As of this post I am still waiting for a corrected certificate to arrive via FedEx and I have also filed a complaint with the Better Business Bureau. Buyer beware. In response to SWE and for the general public’s edification since the company is now quoting emails and making allegations of extortion: 1. The online listing for this watch AND the Certificate of Authenticity clearly states ‘luminescent baton hands’, however this function DOES NOT WORK. I unfortunately did not discover this initially. For a company that prides themselves on their ‘expert watch makers’ this should have been uncovered when the watch was inspected and disclosed to the client. To claim that this is consistent with the age of the watch is reasonable ONLY if the lume hands feature had been left out of the online listing and off the certificate in my opinion and the watch condition and price accordingly. 2. As for the extortion allegation made by SWE- why would a fair person leave negative reviews online (that impacts their online presence) if both parties were able to work towards a mutually acceptable resolution? Mr. Eugene Tutunikov-you can expect to hear from my attorney. 3. Lastly, since SWE took the liberty of disclosing private e-mails: general public beware that that both Certificates of Authenticities I received were signed by Operations personnel and unless I receive further clarification as I requested via email-these certificates are not being signed by the watchmaker/technician that inspected the timepiece.

My experience with Swiss Watch Expo was extremely disappointing and raises serious concerns about their accuracy, customer service, and overall business practices. (Updated to their response at the bottom) Before purchasing, we took extra precautions to ensure the watches would fit properly. We specifically requested a FaceTime call with a salesperson to confirm sizing. During that call, the salesperson used a wrist-sizing device and assured us that both watches would fit comfortably. Based on that representation, we proceeded with the purchase. However, when the watches arrived, neither one fit. Upon closer inspection, it became clear that both bracelets were shorter than represented, each missing approximately half an inch of length. One watch was missing about 1/2 inch of an 18k gold bracelet, and the other was missing approximately 1/2 inch from a two-tone 18k gold and stainless steel bracelet. Adding to the concern, the certificates of authenticity provided by the company contained incorrect specifications, including bracelet lengths that did not match the actual watches received. We contacted the salesperson to resolve the issue. He told us he would call us back—but never did. After multiple follow-up calls, we eventually reached a supervisor. Instead of addressing the discrepancies, the supervisor denied that any of these events occurred and placed the blame on us. We were also told that a Rolex Submariner comes with 11 links, which is simply incorrect—these watches typically come with 12 links. This explanation did not align with what we received and only added to the confusion. When we requested a resolution—such as providing an additional link for one of the watches—this was refused. At that point, we had no choice but to return the watches since they did not fit as promised. Despite the clear discrepancies and misrepresentations, we were told that we would be responsible for return shipping and insurance, which cost approximately $900. All items were returned in the same condition in which they were received, and refunds were issued, confirming acceptance of their condition upon return. However, the issues did not end there. When my husband received the e-check refund, it was short by $2,000. He had to follow up multiple times—via email, text, and phone—before the company issued a second check for the missing amount. This added yet another layer of frustration to an already problematic experience. So to summarize: • We were assured via FaceTime that the watches would fit—they did not. • The watches arrived with shorter-than-advertised bracelets. • The documentation provided was inaccurate. • Follow-up customer service was unresponsive and ultimately dismissive. • We were forced to pay a significant amount out-of-pocket to return items that were misrepresented. • The initial refund was incorrect and required repeated follow-up to resolve. For a company dealing in luxury timepieces, this level of inaccuracy and lack of accountability is unacceptable. Buyers should expect precise specifications, honest communication, and fair resolution when issues arise. That was not our experience. Update (after business response): Thank you for your response. To clarify, our concern was not a misunderstanding about “wrist shape” or general fit. We took the extra step of scheduling a FaceTime call specifically to confirm sizing before purchasing. During that call, your salesperson used a measuring device and assured us that both watches would fit. That representation is what we relied on. Additionally, the issue goes beyond fit. The bracelets themselves measured shorter than what was documented on the certificates provided. The attached photos show the discrepancy between the stated measurements and the actual length of the watches as received. We also want to clarify that the refund was not “immediately corrected.” It required multiple follow-ups via email, text, and phone before the missing $2,000 was addressed. All items were returned in the same condition in which they were received and were accepted without issue. We appreciate the acknowledgment of responsibility, but the combination of inaccurate documentation, incorrect sizing assurances, and the difficulty in resolving these issues is what led to our experience.

I found the staff rude. I understand the appointment system because of the limited customer space—it feels more like a call center than a retail store. What I don’t understand is the rule that customers may only view three watches. The rudeness began when I called to schedule the appointment. When I asked for an appointment, the receptionist asked what watch I wanted to see, and I good-naturedly said, "Well, I want to see five, but I understand that I can only see three, so let me tell you the five I want to see, and you can pick out the three you will let me see." I read off the five I wanted to see. Then he said, I will transfer you to a salesperson. I was left on hold for a couple of minutes, and then the receptionist came back online and--in a very threatening tone of voice--asked me whether I had been to the store before. I laughed and said, "No, but what is the relevance?" He then continued the interrogation and asked, "Then how do you know that you can only see three watches?" "Well, that would be because it says, on your website, that a customer can only see three watches." When the salesperson joined, the tone did not improve. He emphasized that in person sales were inconvenient, selected two watches himself, and demanded that I choose the third. When I explained this would be my first watch store visit and that I wanted to see all five to make an informed decision, he told me he would end the call if I didn’t choose immediately. I was then told why my prior visits mattered: customers are allowed only one store visit per lifetime, during which they may view only three watches—ever. Based on this, I question the sincerity of the “VISIT OUR STORE” invitation on the website. While I was initially disappointed by what I perceived as discourteous treatment, I am now grateful for the experience. Over the past six months, I visited SWE’s website multiple times daily, including while traveling internationally, because I was genuinely interested in their inventory. I was particularly enthusiastic about SWE and even recommended the business to a colleague, contrasting it favorably with other retailers. However, my in-person visit made clear how insufficient online photographs can be when evaluating luxury watches. For example, the watch described as having a brown ombré dial appeared entirely different in person, where the depth and gradation of color were evident. Similarly, the larger diamonds on the platinum watch had a significantly stronger visual impact than the smaller diamonds on the gold watches, something that was not apparent in photographs. The salesperson agreed that these distinctions are difficult to capture online and that in-person viewing is essential. It is their business and, obviously, they can run it like they please. But since they were unpleasant with me and based on my review of their responses to complaints about their business, I don’t believe their motto is “the customer comes first.” While I had initially imagined purchasing multiple watches from SWE, my experience prompted me to research the company’s reputation more thoroughly. In doing so, I reviewed customer feedback on Yelp and complaints filed with the Better Business Bureau. The volume and nature of these complaints raised concerns, but more troubling to me—as a consumer protection attorney—were the responses provided. In several instances, the responses appeared internally inconsistent and suggested an unwillingness to address legitimate customer issues. One response, for example, simultaneously denied the existence of a contract while later relying on contractual provisions. I also noted that SWE is not a BBB-accredited business, which raises additional questions regarding adherence to BBB standards for trust and consumer protection. In the end, I am grateful that I discovered these issues before making any purchase. The experience ultimately allowed me to make a more informed decision.

I had a very disappointing experience with Swiss Watch Expo at their Atlanta showroom and would caution potential buyers. Before visiting, I selected six watches from their inventory that I wanted to see in person. I was informed that their policy allowed only a 30-minute appointment and that I would be limited to viewing three watches. Because I live several hours away and would be driving roughly eight hours round trip (about 500 miles), I explained that I was not comfortable making that trip to see only three watches. After that discussion, they agreed to make an exception and allow me to view four watches. The next morning I began my drive to Atlanta. About 200 miles into the trip and roughly one hour before my scheduled appointment, I received a call informing me that they had changed their mind and that I would again be limited to three watches. I explained that we had already agreed on four given the distance I was traveling, but I was told that the decision had been changed and that I could either come look at three or not come at all. Since I had already driven two hours, I continued to the appointment. Within the first few minutes of my allotted 30-minute viewing time, it became clear that the three watches I had selected based only on photos were likely too large or heavy for my wrist. I explained that the fourth watch that had been removed from the list might actually be the best fit and mentioned that I was seriously considering a purchase in the ~$10,000 range. Despite still having about 27 minutes remaining in the appointment, they refused to show me the fourth watch and stated that their policy limited the viewing to three watches. In decades of purchasing luxury items and dealing with many high-end retailers, I have never experienced customer service like this. Given the circumstances and the distance traveled, the refusal to show one additional watch during the remaining appointment time was extremely disappointing. I ultimately chose not to do business with them and will purchase from another dealer, even if it costs more. For a purchase at this price level, customer service and flexibility matter. This experience occurred during an in-person appointment at the Swiss Watch Expo showroom in Atlanta, Georgia.

I wish there is a lower rate to value my experience with this company. Spoke to the owner and they refused to have a facetime on the watch that I was ready to buy with debit card. I am not buying a cheap item and I needed to see watch before purchase. Thank God there is more companies that sell used rolex watched. I am very disappointed with this company and the lady that I spoke to which she said it was the owner. They have no respect for customers and think they are the only company that sell used rolex in the planet

Started great. Picked out a watch online, confirmed availability and pricing, made an appointment for transaction, got certified funds and even SHOWED UP 25 MINUTES EARLY at 2:05 PM on a Tuesday. Cop out front told me I wasn't "on the list" and had to call from the front door. So I did. Was told the salesman was not available so I HAD TO WAIT OUTSIDE ON ONE OF THE COLDEST DAYS OF THE YEAR. Sure I was holding a certified check and wanted to buy a 20k watch immediately, the salesguy told me "Doctors don't see you early...." DOCTORS DON'T MAKE YOU WAIT OUTSIDE. Don't care where you go, but I don't reward this kind of customer treatment with my $$$$.

My second purchase from Swiss Watch Expo was not satisfactory. The watch was not accurately described as a hand wind watch. It was described as 38MM x 38MM which is obviously not a common measurement in the USA. I wore it once and decided it was not right for me and talked to SWE and I was told they would buy it back at a 30% discount when I requested a full refund or store credit for another watch. They obviously do not have a liberal return policy as claimed.