Shreve & Co. Nightmare: Brand New Rolex Broke, 'Top-Notch' Service Vanished! 😤
My terrible shopping experience at Shreve & Co. has left me incredibly frustrated, and I feel compelled to share my story as a cautionary tale. I was so excited to finally get my first Rolex here, the exact 36mm Datejust I wanted, after Nu, my sales associate, had been absolutely amazing initially. She made me feel like the service and actual follow-through would be TOP NOTCH. However, that couldn't be further from the truth. Just weeks after purchase, the watch developed a critical fault, and the promised "top-notch" follow-through has become a complete nightmare. I've been trying to get this resolved, which led me to engage in this conversation with customer service.
Customer: I'm calling about my Rolex Datejust, the 36mm model I purchased just last month. It's completely stopped working, and I can't believe this is happening to a brand new watch. CS Rep: Oh dear, I'm so sorry to hear that, sir/madam. That's certainly not the experience we want for our customers. Can you please provide your order number or client ID so I can look up your purchase? Customer: It's [Order Number]. I was assured the service and follow-through would be top-notch, especially after waiting for the exact model I wanted. Now I just feel completely let down and ignored trying to get this fixed. CS Rep: I understand your frustration. I see the purchase here. It appears there was an issue with dispatching the warranty details. We sincerely apologize for this oversight. Let me arrange for a pre-paid shipping label immediately so you can send the watch in for a full inspection and repair under warranty. Customer: So I have to send it back? How long will this take? I expected better from Shreve & Co. after such an initial positive experience. I just want my working watch back. CS Rep: We aim to complete repairs within 3-4 weeks once received, though it can vary. I'll personally monitor your case and ensure you receive regular updates. We truly regret this inconvenience and will do our best to expedite the process.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap of trusting initial promises that don't hold up.
From Online Shopping Trauma to BlingCharming Triumph! ✨ The 'Top-Notch' Experience I Deserved!
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