"My experience with Authentic Watches"

I purchased my first watch from Authentic Watches, which was a Tag Heuer Carrera Sport. When the watch arrived, the date would move to a white space, and so I requested an exchange. Their service department emailed me back stating that they felt this was a very easy fix and could repair it in a couple of days and get it back to me, so instead of an exchange, I agreed to have it repaired. After they received the watch they then didn't communicate to me until I emailed them to find out the status and whether or not they received my return. They acknowledged the return and then stated they would give me an update as soon as the service department had one. More time went by and I had to email them again only to get an update that they had sent the watch to the manufacturer for repair! They estimated 6 weeks, but then the whole thing kept being delayed with them giving me continuous future dates for the return of the watch. I then requested another exchange or refund since I've never even gotten to wear it, and they refused saying it was at the manufacturer being repaired and they would return it as soon as possible. This week I received the watch after 4 months only to find out it has the EXACT same problem I sent it to them for originally. I don't know what to think, but I'm left with the feeling that I've been scammed.

I've written an email to Authentic Watches once again requesting a refund. To be clear, I have nothing against the company, and I'm writing exactly what has happened in my experience. The watch cost almost $5K, so this is not just a small gripe as I have a large vested interest in this transaction succeeding. In fact, if they would just give me a working watch, I'd still take an exchange, but my worry now is that I've lost all confidence because of the track record so far, so I want to see what happens next, and I'll share those details here once I hear back from them.

Update 12/4/2021: Authentic Watches contacted me today and they apologized for all the problems I've been having. They also explained that they have to follow the processes from the manufacturer, which makes sense that they don't control that. What they've offered to do is email me a shipping label and they will have the watch movement replaced completely to fix my problem. They also said that they would expedite this within 1-2 weeks. I'm updating the stars to 3 stars. If this finishes as they've committed to me then I'll update the final rating for working with them. I'm also changing the title as I don't think I'm being scammed anymore. The sales rep Matt that contacted me seemed very forthcoming and had a willingness to help me fix this asap. I've always thought that there will always be problems that happen, but more important is how a company deals with those problems. My confidence is returning, but still need to see how things finish up.

Update 12/26/2021: I've received my watch back and I'm very happy to say that it's fully fixed. The service center replaced the entire mechanism and it's working as it should be. While I'm not necessarily happy about certain aspects, I will admit that Authentic Watches has done what they promised me. If I were to sum the entire experience up, I would say the following:

1. If you do buy a watch from authentic watches, take a couple days after you receive it to verify everything is functioning perfectly before taking off all the labels, etc. If there is something wrong, then just return or exchange it within their timeframe as you don't want to end up in extended repairs like I did after buying a new watch. It's just not worth it.

2. If you do need to communicate about your watch, be sure to talk to the sales group, as they were the most helpful in getting everything resolved for me. The service group merely works with the vendor service centers, and so they really cannot guarantee anything they've told you until the service centers are able to look at your watch and report back to them anyway.

I'm increasing my final score to a 4 since Authentic Watches did provide an authentic Tag Heuer that they will repair at the official service center properly, but be careful with your communication with their service department, because they're limited in what they can promise you anyway. If you're not happy with your purchase, then talk to the sales department and simply exchange or return your watch and they will handle things much faster.

"‘’Happy man with new Tag Hauer!!’’"

So, I said I would let folks know how I made out with Authentic Watches and I am extremely happy to say that they handled my situation quickly and to my total satisfaction! I was wondering if I would receive the same watch having been repaired by the service team there but to my surprise they returned a brand new watch with a new band sized perfectly to my size! There were a couple of small scratches in the band that were not present on the returned watch!!..CAN IT GET ANY BETTER THAN THAT?! I also received in the mail an updated warranty card with MY information on it. I bought it second hand and the original owner had to pay directly to have the warranty transferred to me. ($50) After that was completed, it was smooth sailing! I have to say, I did ping them a few times with hopeful updates due to the fact I couldn’t wait to wear my new watch. They responded quickly every time and were very courteous I must add.😊
I love my new Tag Aquaracer and wouldn’t hesitate to do business again directly with Authentic Watches.
They scored AAA rating with me for sure!!😎

"I ordered a watch 4 months ago because…"

I ordered a watch 4 months ago because they did not have it in inventory. I provided the $350 deposit and agreed to 90 days to allow them to find the watch in "New" condition. 100 days later I called and cancelled the order and requested the refund of the deposit per their agreement. THAT SAME DAY they sent an email to me stating they just received the watch and therefore could not return my deposit. I ask for a picture of the watch and/or serial number and they refused. The reality is they did not have the watch. They then offered a "Used" watch with blemishes to which I said no. They have refused to return the deposit or provide any information of the watch they supposedly acquired. They do not like to return anyone's money even when they cannot produce the watch agreed upon. Why buy through a questionable seller? Most people do not verify their watch is authentic after the purchase from a non-authorized seller because there is a fee typically to open the watch and verify from an authorized seller. SPEND THE EXTRA MONEY AND BUY AUTHENTIC FROM AN AUTHORIZED DEALER. you can't even be sure the watch is not stolen. GOOD LUCK.

"5 Stars for Authentic Watches"

I purchased a beautiful Rolex from Authentic Watches. It was listed as used, a shop display model, in reality it was a new watch that had never been worn. Perfect condition, not a scratch. Shipping was noteworthy for its immediacy. I wouldn't hesitate to buy another watch from Authentic Watches.

"I purchased the watch about 5 years…"

I purchased the watch about 5 years ago. I sent it in for warranty service. I receive a bill for $995. It needs service they said. We don’t profit on service they said. I demanded my watch back. For days they sent me the bill despite having advised them that I wasn’t going to pay it and to return my watch. Finally told me it would take weeks before I would have it back. Why would it take weeks? They still have my watch - an expensive Breitling. I had previously bought another Breitling from them. This one has a lifetime “worthless” warranty. I would never deal with them again. You get what you pay for!

They respond that it was sent to the manufacturer. That’s absurd. They sent it out to a third party vendor. I’m sure it is not the manufacturer. They are holding my watch for “weeks” even though I’ve asked for it back. Why not just sent it back? What’s the hold up? If I’ve asked for it back abs paid you for the shipping in advance, why not ship it back? I called. The service department works not let me speak. He kept interrupting me. He then laughed at me and hung up. What kind of company would handle things this way? They just keep making it worse and worse. Just send my watch back. Why is this such a challenge? I wonder what condition the watch will be in is I ever get it back. These are nasty people who simply don’t care. By the way; for the guy who laughed at me; I look forward to our next contact. S as I advised you when you said you were scared, I will sure this company and you individually if I don’t get my watch back by Monday. If you think I am kidding and really don’t care, keep it. Laugh laugh laugh. I look forward to this. I will make it my life’s mission for you to pay for how you treated me. Are you laughing now creep?

"Great watch"

Great watch, great price, very satisfied

"I have been wanting to purchasing a…"

I have been wanting to purchasing a watch for my husband. I was a little hesitant to buy online without seeing the item in person. The purchase was more than smooth and I received the watch the next day. Service, price and quality exceeded every expectation. My husband was so happy when he opened his new watch. Thank you so much!!!

"Verified reviewer, would not recommend."

Watch doesn’t arrive, was disappointed, but someone did phone me up to explain the situation, apologize and make arrangements.

Update:

For those who are considering to make purchase with AuthenticWatches, this is my experience, I am not here to discredit AuthenticWatches or make slanderous remarks, I am just saying my recent experience in dealing with them, as it is. I am a verified reviewer, I have provided proof of purchase to TrustPilot and I have all corresponding emails.

I made a purchase for a watch that was described as “usually ship within 3 months”, after the money was paid in full and receipt was issued to me by email, I don’t hear any updates from AuthenticWatches from that point onwards, no communication, no assurance, no estimate date of arrival and no update as to the whereabout of the watch. Nothing.

2 months gone by, I email AuthenticWatches informing them I am uncomfortable with the way this transaction is going, I then request AuthenticWatches to cancel the order because I manage to find the watch that I am looking for at Chrono24 (Chrono24 does provide clear date as to when the watch would arrive, that kind of certainty definitely helps). However, I was informed that I would need to pay a 10% cancellation fees in order to cancel the order, I was not prepared to lose $160++ for nothing at this point, and so I decided to wait it out. AuthenticWatches further assures me the watch is due to arrive within 2 to 4 weeks, I have no choice but to wait it out in order not to lose the cancellation fees.

2 months and 3 weeks gone by (1 week more to 3 months), still no communication, update or date of arrival, nothing. I emailed AuthenticWatches asking for the watch again, and they replied “According to our records, there has been no delay with your order. We are still expecting to receive the item in the advertised 3-month time frame”. However they still could not provide an estimated date of arrival even if it was just 1 more week to the 3 months time frame they had promised. At this point I knew I was scammed, but I have no choice but to wait 1 more week in order not to lose the cancellation fees.

5 days more to 3 months, still no communication, update or date of arrival, nothing. I emailed AuthenticWatches again asking for status, they replied “Our records indicate we are still expecting to receive your order by the end of next week”.

3 months gone by, still no communication, update or date of arrival, nothing. I emailed AuthenticWatches again asking for the watch. They then replied “We regret to inform you that this item has been discontinued by the manufacturer and it can no longer be obtained”.

I have no doubt in my mind AuthenticWatches is clearly acting in bad faith, why keep deceiving me email after email after email? Why still deceive me even 5 days before the 3 months time frame? Anyway, the watches that I was looking for was sold off in Chrono24 and I lost the chance to own the timepiece because of all these false promises, that’s what truly upsets me. I would have gave them a good review if they had been honest to me, why don’t just tell me they are out of stock and let me move on?

I am not sure what business model AuthenticWatches are running, but I would not recommend dealing with them.

I left a 1 star review here at TrustPilot, few days later someone from AuthenticWatches called me up, and to be fair, I will say it as it is, give credit when it was due, the gentlemen was very professional to me, he explains, apologizes and even offer discount for my next purchase. I then amended my 1 star review to a neutral 3 star here at TrustPilot. That gentlemen earns AuthenticWatches from 1 star to 3 stars.

I would have leave it at 3 stars, unfortunately, AuthenticWatches bad faith continues (I am sure it’s not the gentlemen I spoke with). Anyway, whoever is it, they flagged my review and reported my review for violating TrustPilot’s guideline. This is the last straw that I could take, my opinion is this company is all around a company acting in very bad faith, doesn’t consider customers interest and honestly the flagging and reporting of my review in TrustPilot is just sickening and such a new low in my book. I would not recommend anyone dealing with AuthenticWatches. I am amending my 3 star review to 1 star.

"FAKE"

THEY SOLD ME A FAKE WATCH BAND, BUYERS BEWARE, IF YOU WANT A REAL WATCH, SHOP ELSEWHERE. IF YOU DID BUY A WATCH HERE, TAKE IT TO ROLEX TO CONFRIM IF IT IS REAL ASAP

"Returns for repair are an issue."

I purchased an Omega Seamaster that has not performed well. Returns for repair take 6 weeks or longer. Water damage is not covered by warranty.