Tourneau

Brought my watch in to have the strap changed and to have it pressure tested. Was purchased in their Manhattan location about 10 years ago for around $ 13,000 and has never been in for service. Just wanted to make sure that it was still waterproof and have them switch out the bracelet for my croc strap.
Stopped in this afternoon without an appointment and was promptly greeted by a very friendly salesgirl or perhaps she was in the service department. I didn’t really ask. Explained what I needed done and asked to speak with their watchmaker.
She wrote up the work order, inspected my watch and explained that it could easily be done while I wait. Maybe a minute later someone came out of the back and handed me a bottle of Fiji water. Nice touch. A few moments later the watchmaker came out and I asked him why it was so difficult for me to remove the bracelet. He smiled and told me that it was really tight and rather easy to break. He also said that he would be more than happy to do it for me whenever I wanted.
He took it with him to the back and reemerged maybe 10 minutes later. He showed me the printout from the pressure test stating that the watch was water tight and handed me my bracelet carefully wrapped in paper and placed in an envelope. No charge for either service.
Now for anyone who has ever been in their store, Tourneau is not cheap. They sell mostly high end watches and cater to a clientele who I assume understands what they’re purchasing and the maintenance involved in its ownership. Mechanical watches are rarely cheap to buy or maintain. It’s reassuring to know that the company stands behind what they sell and for what I paid, they damn well ought to. I guess there are some things that it’s better to pay a bit more for if service is going to be outstanding. Kudos.

Horrible horrible experience at Tourneau-​Garden state plaza. We sold our authentic Rolex to Tourneau with all certification, paper work etc. Tourneau gave us a post dated check which they later cancelled without giving any proper explanation. Not only this, they lost our original box and gave us a newer box telling us that would fetch more value, which was not true. We kept on following up constantly asking for our watch back. However no one responded. We finally got our watch back after 4.5 weeks of non-​stop calling them. (If they did not want the watch, why would they keep it for so long ?). They told us to make up for this experience, they will give us a free appraisal — which is worth nothing. R u kidding me ?
Horrible customer service. Did not expect this from a company who makes so many claims. Never again will I sell my authentic pieces to this company or buy anything from them. Stay away. They are robbers dressed in good outfits.

Prior to yesterday, I can’t say that I’ve had any complaints about this location. Both my boyfriend and my mother have purchased watches here without trouble. However, we came in yesterday and were «helped» by an extremely rude woman. We gave her the model number of a watch we were looking to purchase, but before even looking for it or understanding what watch it actually was, she told us that we would have to go to westchester, despite the fact that the earlier associate helping us informed us that she would order it. The conversation continued until we were essentially pressured to leave by the woman.
We came here looking to give the store our business, but instead felt pushed out by this offensive woman who spoke down to us as if we were lower than her and not worthy to be in her store (mind you, he is an attorney and we had stopped by after work). Fortunately we left and were able to get a better deal and much friendlier service at a different jewelry store.
Regardless, our experience yesterday was extremely disheartening. We came here to buy a watch, but were instead talked down to, treated terribly, and ended up taking our business elsewhere.

I contacted a Tourneau in Costa Mesa, CA nearby my home and they were able to contact Omega directly and order the correct certification documents through Omega. Management there was very attentive to my needs and made sure that my issue was resolved. All said and done, it took 2 months to receive the proper cards from Omega. I have to say, although this issue was preventable, the Costa Mesa, CA Tourneau did a great job of resolving it for me.