Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Rolex regarding the refusal to service a Rolex timepiece due to the apparent presence of an aftermarket dial a detail I was entirely unaware of at the time of receipt.The watch was purchased in September 2009 from ********************** in ****************, USVI, at an official Rolex boutique environment. Recently, when the hands began to slow, I brought the watch to the Rolex Boutique at ******** at ******** in *******, operated by Mayors, for servicing.I was informed by Rolex that the watch is now unserviceable because the dial is not of Rolex manufacture. Despite my willingness to pay for an authentic Rolex dial replacement or cover all repair costs, Rolex has categorically denied any service, stating that their policy prohibits them from servicing any timepiece with modified major components.Rolex's customer service offered no solution, only recommending that I explore an independent service provider, which is not in line with the brands image of quality, exclusivity, and customer loyalty.This situation is deeply disappointing for the following reasons:- The watch was purchased through a high-profile retailer, not through a gray market or third party.- I had no knowledge that the dial was aftermarket.- I am making a good-faith effort to restore the timepiece using authentic Rolex parts, at my own expense.- Rolexs blanket refusal leaves me and many other customers in similar situations with no repair options.I believe this situation reflects poorly on a brand known for craftsmanship and prestige, and I hope for a resolution that reflects fairness, accountability, and respect for loyal customers.

  Business Response

  Date: 04/08/2025

   

  Dea* *** ******************* would like to take this opportunity to express our sincere condolences for your loss. As previously communicated, we consider the dial to be a major component of the watch. Regrettably, if it has been modified (by replacing our trademarks or logo), we are unable to accommodate its service or replacement.
  
  Additionally,we would like to clarify that ********************* in ****************, USVI, is not an authorized Rolex retailer and has never held that status. While we are unable to recommend a specific jeweler outside of the Rolex family, we welcome you to explore independent professionals or to visit the American Watchmakers-Clockmakers Institute (********) to find reputable professional watchmakers in your area.
  
  Thank you for your understanding.
  
  Rolex Customer Service

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To Whom It May Concern,
  
  Thank you for the opportunity to respond to Rolexs reply.
  
  While I appreciate Rolexs acknowledgment of the sentimental value of this timepiece, I remain deeply disappointed by the refusal to offer any path forwardparticularly given the unique and deeply personal circumstances surrounding this watch.
  
  The timepiece was gifted to me in 2009 by someone who was a lifelong mentor and a cherished member of my family. It was purchased during a milestone celebration at ********************** in ****************, a major international retailer. At no point during or after the gift was it disclosed that the watch contained aftermarket components. I only learned of this recently when I brought it to a Rolex Boutique for servicing and was told it was ineligible for repair due to a non-Rolex dial.
  
  I fully understand Rolexs standards and policies regarding authenticity. However:
  I had no role in modifying the watch.
  I have offered to pay in full for a genuine Rolex dial and authorized servicing.
  I am not seeking a warranty claim or special treatmentonly the opportunity to preserve a timepiece that carries extraordinary emotional significance.
  
  Regrettably, Rolexs rigid policy leaves me with a watch that is unserviceable, devalued, and disconnected from the brand, despite its genuine legacy and meaning to me. It is especially troubling given that no bad faith occurredonly a lack of awareness and a desire to do the right thing now.
  
  My family has owned Rolex watches for decades, and I have always viewed the brand as a symbol of heritage, precision, and timeless integrity. That perspective is now shaken.
  I also operate in circles where brand perception matters deeply, and where stories like this tend to travel. Rolex has long held a place of esteem in those communities. How this case is handled will quietly speak volumes about the values Rolex upholdsnot just for me, but for those who still view the brand as more than just a product.
  
  I respectfully urge Rolex to reconsider. This is not a routine service requestit is a chance to act with ****** and to demonstrate that the company understands the human stories behind its watches.
  
  Sincerely,
  ****** 
  

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24, 2024, I contacted Rolex Headquarters (HQ) customer service regarding a serious discrepancy involving the handling of my watch by their authorized partner, the Rolex Boutique Tourneau on ************************. I informed Rolex HQ about the poor customer service I received from the Boutique and that, while in their care, my watch was reported to have a missing part by Rolex ******************* watch functioned properly throughout my 12 years of ownership, and to the best of my knowledge, all parts were intact when I entrusted it to the Rolex Boutique Tourneau for repair. However, I was later informed that the watch could not be repaired due to the absence of a crucial componentthe Automatic Moduleand that Rolex policy prohibits replacement of this part if missing. Rolex *********** confirmed there was no evidence of the watch being serviced outside of Rolex or that any parts were not original.I requested an exception from Rolex to resolve this issue, but my request was denied. I later learned that the ******** of Rolex Boutique Tourneau, ******* ********, who oversees operations at the Boutique but is not an employee of Rolex, communicated directly with Rolex ********, making false claims regarding my watch's condition. These claims were based on hearsay and assumptions, with no supporting evidence. His team last handled my watch before it was sent to Rolex HQ.Despite informing *** ******** that I had spoken with Rolex New York HQ and no longer needed his assistance, he continued to contact Rolex with unsubstantiated claims. Given that, to my knowledge, all parts were intact when I entrusted my watch to the Boutique and the watch had functioned properly for years, I believe there was mishandling of my property by either Rolex New York HQ or their authorized partner.Therefore, I request that Rolex New York HQ either replace the missing Automatic Module or provide financial compensation for the lost part and the resulting damage, totaling $5,000.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
   

   

  Hello,   I was contacted by Rolex NY shortly after I sent this  to you all, they are repairing my watch. I did not get the message on 10/19 I just got this one on 10/25, Can you update the result that the Rolex NY is repairing the watch as I asked. 

  Thank you

  *****