John
Updated Review based on customer…
Updated Review based on customer service. I purchased an AP Royal Oak Jumbo from United Luxury a few months ago. While I was a little sceptical, the transaction went perfectly and the watch arrived as promised. However, I was between sizes on the strap, so the watch was either too tight of too loose when I added back a link. I contacted Mike over a week later and he immediately arranged to send me a 1.5link free of charge as a goodwill gesture even though I offered to pay for it. However over 2 months later and despite multiple flow up emails and texts I never received the link and so can’t wear the watch for which I paid over $1,000. Unfortunate as I like the watch. High level of promises but very poor follow up.
Response from United Luxury ShopAug 26, 2025
Hi John, thank you for taking the time to provide this detailed feedback. Please accept our sincerest apologies for the experience you've had. It is deeply concerning to us to read that we excelled in the initial transaction but completely failed in the after-sale support. We are truly sorry for this follow-up failure and are committed to making it right. You are entirely right to be disappointed. A promise made should be a promise kept, and the failure to deliver your link and respond to your messages is unacceptable. This is not the standard we hold ourselves to, and we are sorry that we let you down. We want to fix this immediately. We have searched our system for your order under the name "John" to get this resolved, but we haven't been able to identify the specific transaction. Could you please email us directly at [email protected] with your original order number or the email address used for the purchase? Please use the subject line "Urgent: Follow-up for John's Trustpilot Review". We will ensure your 1.5 link is dispatched immediately via express shipping. We appreciate you giving us the chance to restore your faith in us. Sincerely, The United Luxury Team