My terrible expeirance with www.timeandgems.com
Around the first week in June I researched and looked into www.timeandgems.com
Weary about buying a preowned Rolex, I tried to find as much information as possible and thought I'd just go for it. What a BIG MISTAKE!
First let me start out by saying that they have a company policy of a 20% restocking fee.
So I did my part and thought to have researched the company thoroughly. Obviously not enough. Let me just tell you my experience was one of the worst I have ever had, and actually it was more frustrating because there was nothing I could really do. The way their run their business is shady at best. Let me also say that they have a lot of publicity because they are the first to modify Rolex watches and turn them black with some military grade process.
They are also sell on ebay and have a lot of transactions and what seems to be satisfied customers. So I decided to go ahead and make a purchase.
I was buying a Rolex 2 tone date-just for my father. It was a surprise. Unfortunatley, my dad has not happy with the style of watch. This was entirely my fault and thankfully timeandgems offers a 10 day no hassle exchange policy. Great, lets change the watch!
So I talked with Juan and he told me I must ship it back to a different shipping address, not the one that was listed on the package. I was also advised to insure it for up to the watch amount, still sounds like nothing is wrong. Then UPS charged about $70 for insurance and shipping.
Now the problem with this situation is that the package had a return shipping label, not the address Juan told me to send it to. So I had to pay out of pocket. More on this later.
I had to call them several times to check and make sure my watch reached them. So they switched out my watch.
Timeandgems swapped it out for a submariner with no date, received it in a day or so. Let me also state, that trying to get a hold of theses people is impossible. For the life of me I can't understand how such a fine establishment with platinum power rankings on ebay can't answer the phone. But that's not the only issue. If they do pick up, to talk to the person you need to talk to, forget it! They put you on hold for no lie here, a minimum of 7 mins. OR the person you need to talk to is so busy, or their favorite, 'he just stepped out'. I know this is a lie because I talked to Juan and he said Jason (manager) JUST stepped out. Then I called back and talked to Ernesto. Ernesto was by the way the most helpful and genuine person I talked to over there. He seemed to care and helped me out. Anyways, he told me that Jason was there, but busy. Nothing major but lie none the less.
I received the submariner and to our big disappointment, the bezel or dial on the watch was loose! And when I say loose, I mean it was turning with no clicks, tension, and even worse, the bezel is supposed to only turn counter clockwise but this one you could turn both ways with ease. At this point, it felt like a real cheap knock off. Also, the submariner was a few hundred dollars cheaper than the original watch, so I should have been issued a refund. So for even that, I had to call and ask them to send me a check! Is that necessary? Were they hoping I would forget or didn't realize that price difference?
Now I realize that this is what they claim to be a CERTIFIED USED watch. But something that major should have been CHECKED! Or at the very least disclosed!!! According to Juan, it was a minor issue. Really?
After this major flaw in the watch, and my experience with them up until now, I just wanted my money back. So I knew the 20% 'restocking' fee probably would kick in.
It's worth to note, that both the watches were sent back to timeandgems the same day it was received, actually, within hours of arrival. This time I was not going to pay for shipping when the watch was defective. So I demanded a shipping label and they gave me one after waiting again on hold for an eternity. Would have been nice if they provided one the first time.
I wrote them an email asking for some leniency on the 20%. No response. So I wanted to talk to the manager, because no one in sales, especially Juan, can't issue refunds. It took me 2 DAYS to get Jason on the phone. Let me tell you how terrible this was.
I waited 2 different times to talk to Jason, the man who is so busy he can't take a customers phone call, or who is so busy that he is always stepping out of the office. And please, he is to busy to pick up that heavy telephone and call someone back.
After waiting almost 10 mins, again not an exaggeration I had Jason on the phone.
Here's the conversation.
Me: Finally I got you on the phone, did you get my email regarding my refund?
Jason: (abrupt interruption) Listen, I don't have time for this, if you want a refund there is a 20% restocking fee. Do you want a refund or not?
Me: There's nothing you can do? The watches were worn once to try on nothing else and plus the second watch was defective. You can't work something out?
Jason: No. Ill send you your refund minus 20%
I felt like I was talking to some thug and I had done something terribly wrong. I am a paying customer and 'I don't have time for this'? Come on man...
So to say the least, I am still waiting for my check in the mail. AGAIN, I had to call them to remind them to send it to me. I'll have to double check and make sure they took the 20% off my order, and nothing more. They probably won't, but if there was a company to pull something like that, it would be timeandgems.
Never wait for them to call you back either. When they take down your number, they're probably writing it down with an air pen. With the exception of Ernesto, again who was helpful.
Most important, now this is just my honest opinion and I am going against a lot of 'satisfied' customers.
My family has been in the jewelry business and has been for over 20 years. I have seen many watches and Rolexes in my time. I have also seen my fair share of fake Rolex watches. From the very cheap knock offs to the very best imitations. Both the watches I received from timeandgems seemed suspect. I know they advertise that they are appraised and all that. I am saying just from my feel, they seemed real suspect, right up there with the really well made imitations. Minus all the obvious indicators of a fake, the best indicator is the actual band of the watch. It's hard to explain the feel of a well made fake and a real one. Almost like a solid feel, vs a loose stretched out feel. If you have seen and worked on many watches, then you know what I mean. Are they getting away with selling very well made knock offs?
Also, Rolex explicitly states that they NEVER sell online and only authentic Rolex watches come from a certified dealer IN a physical store, face to face, and that goes for used too!
There are so many well made fakes out there, I think that is why Rolex is so stern about sticking to their certified dealers. Just something to think about.
It's safe to say that I am angry with my whole experience and my review might have been venting. But I think my story is a CLEAR reflection of what kind of company you are dealing with. Only if you could have heard our phone conversations, no one would want to buy form them and I'm certain about that. If they are indeed Real Rolex watches, then good luck and I hope you hit no bumps along the way in your purchase.
If you read this and are looking to buy a used Rolex, my suggestion is DON'T. Unless it is from a certified Rolex dealer with a physical location. There is a reason timeandgems only sell used. No need to be certified if you sell used.
Put it this way, my ordeal was so bad, I want to everyone who is thinking about doing business with timeandgems to know how terrible they are. If I would have read something like this, I hope that I would have not purchased through them. Now I'm out $800.
Price: Cheap and low, but I think that reflects the quality of used watch you are buying
Customer service: Non existent. and if there is a sliver of service, it's god awful.
I hope you find this review useful. BUYER BEWARE!
If you want to see what I mean about high quality replicas, check out youtube and search "fake rolex" or "rolex replica"
Remember many people pay hundreds and up to even a couple thousand for top notch replicas.
Take care and good luck!