Iconic Watches / Ancient and Modern Jewellers Ltd
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Poor customer service & poor quality/reliability of product.
Having spent just shy of £1,000 on a Tag Heuer watch less than 4 years ago I'm disappointed to note I've had to return the watch to Iconic Watches 3 times for repair. The watch is only worn on special occasions a handful of times each year. I was frustrated within 6 months of purchase I had to return the watch due to an issue with the hands sticking together. Sixteen months later I had to return it again as one of the hands completely dislodged within the watch. (Seems reasonable to assume their is an issue within the watch at this point) Less than 20 months later the watch has completely stopped working and has been with the shop for repair since June (to-date). Having highlighted by phone that I had loss trust in the watch and that I had spent close to £80 in postal costs sending the watch back to them, I was then accused by a member of staff (Alison) of being careless in possession of the watch and that the issues encountered were all my fault. This statement was made without any evidence and I was left appalled by such accusations. Certainly not the level of customer service I expected. Furthermore, they are now demanding £75 to return the watch after it's 3rd repair in less than 4 years, and despite having a life-time warranty from the manufacturer. (or so I was led to believe at purchase from their website) I have since I contacted the National Association of Jewellers (NAJ) to complain. They advised me I had to complain to Iconic Watches and received a final response before they would take on my complaint. I wrote to Iconic Watches over 16 days ago to lodge a formal complaint and I requested a written response within 14 days or by 9 August. To date I have yet to receive a response or even a formal acknowledgement. Despite doing weeks of research prior to purchasing my watch and reading several positive reviews online I'm left disappointed with my experience and I want to highlight the issues I've encountered for others to see. I'm a reasonable person and I don't enjoy having to leave negative reviews, however I feel I've done all I can to resolve this matter and I'm now left with no choice but to escalate my concerns. Mr A Orr.