Luxe Watches
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When things go wrong you find out how good a company is
You really get the sense of a company's values and how it deals with customers when something goes wrong! For me that was following the purchase of an expensive Patek Phillipe. I was told over the phone that I had 14 days to return the watch if not satisfied, so I paid the deposit over the phone and the next day drove to the store 130miles away. I'd researched the company, including looking at online reviews and even at Companies House to check they were genuine. Having looked over the Patek in-store with a beautiful salmon coloured dial and described as "Excellent" on the Luxe website, I checked again that there was a 14day return period, and paid the full balance and bought the watch. That weekend as this was my first Patek Phillipe watch and I needed re-assurance, I went to the Patek Salon in Bond street. They pointed out that the 18Carat, PP&Co and 750 Hallmarks were worn away and the watch had probably been over polished. I should perhaps have known to look for these when buying the watch, but being my first Patek watch I was not aware of these hallmarks. I decided that the watch wasn't right for me and the next day emailed Luxe watches that I would return the watch. I went back to the store in Epping and returned the watch and was given a credit note and was advised that once the watch had been checked over their accounts team would be in touch. This is where my problems began. 1 week later and as I had no contact from Accounts I phoned the store and was told that I needed to deal with their Accounts team and I could only contact them by email. What followed was a frustrating and anxious 10days of many un-answered WhatsApp messages to the sales person, phone calls to the store and emails. Eventually I was told that the 14days return period didn't apply as I had gone into the store and purchased the watch. i.e. Distance Selling Regulations didn't apply. I raised a complaint, and informed them that I had been told by the sales person that I had 14days to return the watch. My anxiety grew as this was an expensive watch and I wasn't happy that a watch described as "Excellent" would not have all its Hallmarks. It was my first Patek and I worried that I was going to learn a very expensive lesson and be left with a £27500 Credit note that was no good to me. The sales person I had initially dealt with was on Paternity leave and this is perhaps why things were so dragged out. Eventually I was contacted by the Accounts team and thankfully told that the company would accept my version of events i.e. that I had been given a 14 day return period. Therefore the company & its directors had agreed to provide a full refund back to my credit card. The refund arrived as promised a few days later. Subsequent to all this I requested a call to speak with someone senior and to share my customer journey and experience. The manager who called took on board all my feedback and was apologetic. Back to my first line.... Lots of things went wrong, but Luxe watches respectfully accepted my version of events at face value, provided a full refund and have gone further to the point that I am happy to rate the company as excellent. Thank you to the whole team but especially Jason, Charlie and Andrew.