TruefacetReviews of truefacet.com

I ordered a rather hard-to-find JLC that was advertised on the TrueFacet website. Unfortunately when preparing it for delivery, the TrueFacet folks discovered flaws. They informed me in an email but in the same email's second paragraph, they indicated that they had found another identical watch which they shipped within days. Wow. "I'll be back..."

Although there was a problem with shipping, through no fault of their own, they were quick to address the problem. Fast shipping and great customer experience. Would definitely do business with them again!!

Watch arrived on time and aesthetically in good condition. No box or papers - which I had assumed were included because the photos showed the watch in an original box with papers. Going back and reading the fine print, I now see they were not included, so my fault for not reading more closely. I was still disappointed by this, as a missing box and papers generally deducts $300 from the value of any estate timepiece, but it wasn't a deal breaker. The website also stated a True Facet valuation report (valued at $100) was included; it was not. I decided to keep the watch, except that it was not in working order. Either the watch was broken or the battery was dead. I contacted my local authorized dealer and was quoted $90 to evaluate the watch and replace the battery. I then contacted True Facet to see how they planned to remedy the issue. After some back and forth over the next three days, I was asked to ship the watch back. I asked True Facet why, if all estate pieces are advertised as "refurbished to a like-new condition" this could happen and was told "refurbished" does not mean overhauled or checked for battery life. There was no good explanation for this, but the industry standard for claiming an item is "refurbished to a like-new condition" SHOULD at a minimum INCLUDE an inspection for battery life in quartz watches, overhaul in watches that have not been overhauled in the last 5 years, cleaning, and cosmetic repairs. 10 days after shipping the item back, I am still waiting for my watch. It would have been delivered today but True Facet entered an incorrect address, so after wasting a half hour on the phone with UPS trying to fix this mess, UPS will now deliver to the correct address in 3 days. True Facet stated that a technical system error had caused many labels to print incorrectly but was now corrected. Still didn't help me. Also, True Facet forgot to include the valuation report AGAIN, so it was mailed to me separately after I asked about it. The valuation report is very bare bones (doesn't even list the model number or current retail value) and simply values the item at the price advertised on line. Customer service at True Facet was pleasant but they still did not get back to me (as promised in every previous conversation) unless I initiated contact. Rachel did go out of her way to try to make up for this comedy of errors and is probably the only reason I decided to increase my rating from a 1 to a 3. She responded to every inquiry and angry rant I sent her way and did the best to remedy the issues she had the power to.

The site provided an excellent value and customer service (both via email and on the phone).

I recently purchased several pieces of unique jewelry for my wife from True Facet for Valentines Day. They were not purchased at the same time, about a week apart. It took about a week to receive each piece. Of course I was anxious that the pieces would arrive on time. So I called and used the concierge service to track them. They were very accommodating and helpful each time. It made the experience of my important purchase seem as unique as the pieces that my wife unwrapped on that very special day. Thank You.

I bought my Day Date 2 from overseas, and the process couldn't have been easier. I was a little hesitant at first because of the value and the fact that i'd never used True Facet before, but everything went smoothly. Rachel and Ian were great at answering my questions and then keeping in touch until the watch had been shipped. I got free shipping and the tracking process was excellent. My watch arrived within 10 days of ordering which was fast considering i'm based half way around the world from New York, and it was exactly as described. I'll only ever use True Facet from now on when buying a watch or Jewellery online. I can see why these guys are growing so fast. Great service, and great prices :)

I had a problem with my order and TRUEFACET immediately went to work to resolve it and make it perfect. And they did! I greatly appreciated the help and effort to ensure my purchase was exactly what I wanted. Thank you! M. Sands

These guys are terrific. I was wary about buying an expensive watch on the Internet, but my fears were unfounded. They took as much time as I needed on the phone to help me choose the best watch for my needs (not theirs). They recommended that I take the watch to a local expert as soon as it arrived to get it evaluated. I did that, and the expert was impressed with the watch. The entire transaction was flawless and it arrived a day before promised. I probably saved $2,000 this way.