Tourneau

Good experience here with Jason. I got a great deal. I read this one review of a guy who paid 800 bones to have the glass of his watch cleaned. He was mad because he waited for the quote and then actually paid, even though he thought it was ridiculous. How can you take seriously such a lack of sense?! Go here and ask for Jason. He’ll hook you up and is a very nice guy. I dunno how these people were all ignored — I certainly had no such problem.

Great experience hunting for a Rolex Submariner at the Tourneau store in Water Tower Place (this location offers pre-​owned Rolex inventory, the TWC boutique a few blocks south on Michigan Ave sells new inventory). I talked at length with Mariana Pesce, CPO Mgr, and felt extremely comfortable that she was personally invested in my satisfaction. I would enthusiastically work with her again and would send friends to her for future purchases. Mary Ahn at TWC was also extremely knowledgeable and helpful. Happy to be a new Tourneau+Rolex customer.

I would give this place absolutely no stars if I could. My friend and I are currently standing around waiting for someone to help us. Although the watches look lovely, I would have to say that this is NOT the place for you to spend your hard earned money. So far we’re going on 30 minutes of wasting our time. The LACK of customer service is amazing!

I asked for a quote to clean the glass on my watch. They came back with an estimate nearing $ 800. It took several weeks to get the quote and then several weeks to get my watch back. Terrible customer service and I think other Unilocalers agree.

I walked in and was completely ignored. Another guy walked in later and the same associate offered him a warm welcome. He wasn’t wearing a watch. I’m wearing a Tag Heuer two tone Aquaracer. I walked out to never return.

I went in looking for a rolex submariner ceramic. The asian women there was just standing talking to another lady. I just can’t believe how a place that only sells high end watch could have their sales people talking with each other. After walking around for about 3min I had to flag down the asian girl for her to show me the only Rolex in the store. Then I ask if they had the ceramic sub… She tells me I should try the Rolex store down the street. That was her best at trying to close a sell. She could of made some small talk. Ask some questions since they do have a lot of beautiful watches. I guess that store would rather help Rolex sell watches.

Flat-​out terrible experience. These guys promise discounts and a great trade-​in price for watches. But, as the conversation goes on, discounts disappear and prices change. They should know better, especially when sites like Jomashop and others are more than 40% cheaper. Will never come back here again.

Female sales associates won’t even acknowledge my presence while in the store. While looking I noticed they don’t carry Jaeger le coutre, Breitling or other complicated swiss watches. Not even Rolex anymore. There are plenty of other stores to look. You’ll find more selections and receive better customer service.

I traveled over an hour specifically to have the back of my watch opened so that I could verify that my recently acquired pre-​owned watch was authentic. Tourneau would not open it, even though they have a watch repairman on staff and are a dealer of this brand.
Tourneau claimed that the manufacturer (Patek) does not permit them to open them, and all watches must be sent to the manufacturer for repair. I was willing to pay for this service or even pay for an appraisal. But Tourneau told me they only give appraisals for watches that they sell.
Hmmm…so how does Tourneau evaluate pre-​owned watches submitted to them for purchase?
Could it be that Tourneau was afraid that their staff would damage my watch by opening it and their repair staff is not quite as expert as one might assume?
I then went to Howard Frum at 5 Wabash. Howard Frum arranged for an expert to open the back of my watch in my presence and confirm its authenticity at no charge. How is that for amazing! Howard Frum was heavily recommended on the Rolex Forum watch website, which is how I got their name.
The clerks at Tourneau treated me nicely and were attentive. Unfortunately, Tourneau itself would not help with my issue.

Great on site repair shop with manufacturer certified repair people. I’ve found their repair prices to be considerably less expensive than other certified dealers and since they staff the repair people on site, they are pretty fast as well. They are super friendly as well!

I think Tourneau is reputable and trustworthy, which you want when dealing with watches, but this is one of the worst customer service interactions I have had in my life.
For starters the sales associates are rude, disinterested, and condescending. Every action they perform on your behalf they make it known they would rather be doing something else.
But I digress, the real reason for the 1 star review is they returned my watch, which was sent away for repairs, without the band. First they tried to say that I had the band, which I didn’t. Then they «searched» (or at least went in the back for an extended period) for the band for 20 minutes, they finally admitted to not having it, and I left the store without a solution. I was never apologized to. They never said we can make it up to you by doing something. I just left the store with nothing.
I hate this place so much. They really need a wholesale cleaning on the staff here, but until then I will be seeking another solution for my watch needs.

I was terrified of walking in here. I’m a software developer, and as such, I dress below my means. Jean/​t-​shirt/​visor/​tennis shoes sort of guy I am. After reading the other reviews, I had my guard up and was ready for an emotional bruising — I was quite certain I would be spat on, smacked, and shown the door as soon as I set foot inside.
I came here because Tourneau is the only authorized Panerai service center in Chicago, and my Panerai, which I purchased in the Caribbean, was running 20 seconds fast per day. I was greeted by a rather attractive woman, who took gentle hold of my Panerai, disappeared behind the scenes for a few minutes, and returned, handed me back my Panerai, and said that all had been resolved. In the short few minutes she was gone, she had measured the accuracy of my watch, deemed my assessment correct, and demagnetized it, which brought its accuracy back into range of +4 seconds/​day.
I would buy another Panerai from this store if Chicago sales tax wasn’t so high.

Dropped in to Tourneau for the first time after a recommendation from a friend, I was specifically interested in a Breitling piece, but frankly was put off by the sales associate (who I was told used to work for Breitling) giving what sounded like a pre-​recorded sales pitch for the model I expressed interest in, before swiftly closing the cabinet and retreating to the other side of the store. Ironically the real help came from another customer, a Breitling enthusiast, who talked about models he had both owned and intended to purchase.
I’m trying to find a word to describe the experience, maybe a mix of indifference and condescension — which is disappointing as upon entering the store I was a potential buyer, but Tourneau have managed to successfully convert me to one that will purchase elsewhere, and one that will tell like minded friends of the experience.
In a world of online deals and increased competition, Tourneau need to up their game considerably it seems, starting with their approach to customer service.

I have a passion for timepieces. We do not have an exclusive watch store such as Tourneau where I live. I read the reviews on Unilocal prior to my visit, and expected the worst. I wore jeans and a Marvel Comics t-​shirt my wife wore jeans a nice top and flip flops. I wore this attire see if my experience would be the same as some reviewers; however, I was pleasantly surprised. My experience with Tourneau was nothing less then excellent! Kimberley was very attentive and let me try on multiple watches. My advice is to be straight forward with the sales person. If your not going to buy and just want to try on some pieces tell them. I will definitely do business with Tourneau in the future.

Not sure where all of the negative comments come from. I stopped in to get a replacement strap for my wife’s B&M. Sales associates were courteous and attentive.
I went in on anther occasion to get my watch cleaned and again, great service. While I waiting, several other people came through and it was clear that they weren’t really going to buy anything, but the sales staff was attentive and friendly and helpful to everyone, regardless of how people were dressed or «looked.»
The selection at this location isn’t huge and that’s the reason for no five stars. Otherwise, I’m a fan of this place.

This is the worst watch store I have been in. Their inventory does not really change and even worse is the judgemental employees there. I walked in my first time to try on a JLC and the guy automatically assumed I wanted to buy it and tried to corner me into buying it. He made me hate the piece.
Second time, around 6 months later, I made it clear to another employee that I do not want to buy anything. She was fine but 3 watches in she tried to get me to buy a piece. I hate places like this. These things are expensive and most of us take our time spending a car’s worth on a watch. I do not recommend this place at all!

I had my Tag Heuer repaired here for a whopping $ 400. Two weeks later and the exact thing that was supposed to be fixed broke again. They were supposed to have it rushed within two weeks and of course two weeks went by, three weeks, nothing. Called them and was put on hold for about 30 minutes and transferred to three different people, each of whom had no clue what they were doing. When I finally got a hold of someone they told me that the piece they ordered hadn’t come in from the manufacturer and they’d have to call me back. First, why did they tell me two weeks if it was going to be longer? And second, why didn’t they call me to tell me it would take longer? Terrible customer service.

I went to this Tourneau location over Labor Day weekend to try on a Patek Aquanaut, since they carried the brand.
Even though I was disappointed that they did not have one in stock, the sales associates there were knowledgeable and helpful, recommending alternate models for me to try, and also asking if I wanted to be notified when stock came in.
I tried on several other brands, like a pre-​owned Audemars Piguet 15 202 they had, and also an Lange 1. Even though I ended up not purchasing anything, the sales associates were friendly throughout.
I was dressed in a t-​shirt and chinos, so I didn’t look like a million bucks. I think it was helpful that I’m educated about timepieces, and could appreciate the brands they had to offer.
Overall, I would say that visiting the store was an enjoyable experience.

Hmm… reading all the negative reviews I have to caveat with the fact that I haven’t used them for servicing a watch, nor have I purchased anything.
That said, I walked in on a Sunday wearing jeans and a hoodie. High class all the way basically. It was fairly empty but a sales associate came over to chat and was friendly and helpful.
I asked to see some AP Royal Oaks, which they had in the pre-​owned section. I won’t pretend to be too knowledgeable on watches, but in their pre-​owned section they had several Royal Oaks, JLC’s, Panerai’s, Patek’s, and of course, Rolexes. Not sure how the price compares to other pre-​owned dealers, but they seemed comparable to what I’ve seen online.
The sales associate gave me his card and took down my name and email address so he could alert me to any pre-​owned special events that might be held in the future. No real complaints, but no glowing reviews either. I guess that’s what makes it A-​OK.

If I could give ZERO stars I would! This has been the worst place I have ever gone into.
First, it was our own bad personal experience a few weeks ago. I go in with my boyfriend to browse nice watches. The female salesperson was just unfriendly and rude to both of us — and she wouldn’t know a Panerai watch from a hole in the wall. She was too salesy so we just left.
Today, we go in to get a new leather band for the new Panerai purchased elsewhere. We see the same saleswoman was there, cringed and left. We decide what the hell we can work with someone else so we go back in. The «manager» if you can call him that (he just stood around) sets us up with a salesman. Our salesman this time was friendly enough and in fact, we were just about to purchase exactly what we wanted (for a fair market price) until we saw the actions of the other employees.
As our salesman went into the back, his colleagues gave a man who came into the store a cold and rude look. He was browsing and she was just rude in asking and answering questions. She and the manager exchanged several inappropriate, mocking looks behind this customer’s back. He left and the two of them chatted and made fun of this a la high school. You DO NOT do this to your customers. This is a nice place — it is supposed to have GOOD customer service. Even worse, I am led to believe it either had something to do with a) his casual dress in khaki shorts (apparently the salesperson couldn’t tell he was wearing a rolex) or b) his younger age. As soon as an old, white, well-​dressed man came in and they greeted him and were politely kissing his ass. We were so disgusted seeing what we saw, that we changed our minds and left. I immediately said, «I can’t wait to Unilocal them.»
NEVER WILL I GIVE THIS STORE ANY BUSINESS!!!