Highly recommend this store! All the staff were super nice and helpful.Also want to thank Jenny Lei who helped make my dream come true today with my grail Rolex!

On several occasions I have purchased items from your store and my experience has always been great, due to the assistance, I have received from the helpful, friendly, and knowledgeable Jenny. Her patience professionalism and thoughtfulness and knowledge about the products she sold, helped me to decide on items to purchase when I was having second thoughts about making a purchase. She is the consummate professional.

I had a phenomenal shopping experiences today at this boutique. They have good service and great management. I would like to give high praise to my sales associate, Jenny Not only is she extremely helpful and professional. I was able to purchased my first Rolex. Thank you so much Jenny for the outstanding customer service. Highly recommend Jenny as your sales professional.

Great experience on 8/25/21 Beautiful store. Service was top notch from beginning to end. Liz was incredibly professional and helpful, from taking my information to helping me try on watches while enjoying an espresso or glass of champagne. Igor was super knowledgeable and professional as well. I felt very comfortable and not rushed at all. Really made my first purchase feel great. Thank you.

I had the most amazing experience!Jenny L. was very kind and super professional,I’m very happy with my new watch, can’t wait to visit Tourneau TimeMachine again, it was such a pleasure!!!

The staff members are extremely professional, they give good service, especially Rami and Liz who gave me the opportunity to get my dream watch.

I just got my 2nd watch Rolex from Tourneau with his help ‘ IGOR’. He is the sale manager there. And he has helped me look for my wishlish watches since my first rolex datejust. And yes, today i just picked up my another dream watch ‘ rolex submariner date ‘. Which is very rare and very hard to find. But I finally got it!!!!! Very impressed and 100% satisfied. IGOR is the BEST!!! Thank you!!! I will keep coming back for sure!!!!!! ❤️❤️❤️❤️❤️

I know there’s many mixed reviews for this place, but at a time where it’s difficult to find the exact rolex one is looking for, they came through!! Colin was such a great help in finding it for me and having everything set up when I arrived. He went above and beyond and made my purchase great. Definitely great service!!

Love the new place, the service is white glove service, great bar(espresso is great) and of course Jenny Lì is simply the best.. it’s my 3rd piece buying from her(def not done)..My business Partner Frank was sincerely impressed (his 1st piece)Highly recommendedCharles

Fantastic experience shopping here! Cydney was amazing, and helped guide me through the store. She made me feel comfortable and well informed, and the cappuccino was excellent.

Jenny Lei is an outstanding and essential asset to the Torneau, now Bucherer “machine”! She always takes exquisite personal care of me on behalf of my timepiece acquisitions, and I feel privileged to know someone like Jenny in the retail timepiece space with such expert, friendly, helpful knowledge. She is patient and precise! By the way, I’m not writing this because I’m hoping a Daytona shows up! Not at all. I’m writing this because in this crazy world, I genuinely appreciate how Jenny takes care of me, and I’m sure, all of her customers. Five happy stars.

My wife and I had a fantastic experience at Tourneau with Jenny. She made the whole process as seamless as possible - from choosing a piece, ordering, (lots of waiting!) as well as regular updates on delivery and purchase/sizing etc. Jenny provided excellent client service and we very much look forward to working with her, and the great staff in Tourneau, in future.

Great selection of watches, terrible sales service. Bar, coffee, security etc all well staffed, but no one in sight to actually help out with watch sales. I had to ask around for almost 30 min to find someone willing to make a sale.

Bought a pre-owned watch (buy the warranty if you must) after 2 weeks it broke. Was in the shop for a month on my dime, they also replaced a strap I ordered to replace the one it came with. The pin came out of the strap and it fell to the ground today. I love the watch but not their customer service. Love the watch though, and they have great time pieces but don’t trust them anymore. Will be buying and selling all my other pieces elsewhere.

Thank you for your prompt attention and service. I am so pleased with both Rolex purchases from Jenny L. at Tourneau, she was highly attentive and responsive throughout the process. Jenny is a true asset to Tourneau and I look forward to getting more pieces with her in the future.

Worst service place ever ~~~I would never going back this horrible placeThey serving customer by appearance soI went to wempe and got a great deal ~Terrible day ~~~ never again~

I couldnt be happier with my purchase. Rami was highly attentive and responsive to my quest to purchase a highly desired new time piece hardly found anywhere in the country. He was able to procure it within one day of my initial inquiry. He is a true asset to Tourneau and I look forward to doing business with him in the future.

What an Excellent experience at Tourneau, I stopped in a few weeks back to look around as I have had a few pieces on my wish list, the pieces I’ve been looking for are in high demand at this time. Jenny L and I started chatting as she spent a lot of time with me discussing the timepieces I was interested in. She had taken my name down for a few pieces and explained theres a long lead time which I expected. I did not feel rushed one bit. Within less than 2 weeks, Jenny reached out about one of the timepieces that was on my list. When I went in to purchase the watch, the service I received from Jenny was second to none, I felt as if I had been a customer for a decade or more. Jenny L thank you for the great hospitality and taking a timepiece off my wish list! Looking forward to my next visit.

Had a 100% amazing time purchasing my pre-owned Rolex Submariner from Jenny L who is the Rolex sales specialist at this location. The selection was amazing and had found my dream watch on the 2nd floor (must check out both floors!). She was very helpful and had me trying on another watch back and forth before I finally decided on it. It was reassuring to know that they offer a 2 year warranty on their preowned watches and are an authorized dealer. I feel like I got a really good deal and she even threw in a couple extra goodies! Overall, 1 month later I’m still super happy with my purchase, have had zero buyers remorse, and plan to buy from Jenny L again. Absolutely recommended!

A new store and a very beautiful store. Patek Philippe selection is one of the best I have been able to find.

What an amazing store and experience. I have known and worked with Rami at Tourneau (now Bucherer) 57 for a number of years. Great guy - honest and pleasure to purchase from and learn about watches. The new store is spectacular. No detail was spared from the furniture to the art to the watches. It is a place that you want to spend time at having a coffee or drink. If you do, definitely ask for Rami.

Shihan was absolutely terrific. She was knowledgeable and friendly. I would highly recommend visiting the store and asking for her. 10/10

The customer service is awful. The employees excuse for each of my visits, if you can get them to acknowledged you are always I am alone.Thank you for the response, and I am pleased you will be doing an internal review. I want to be more specific on these occurrences at the 601 Madison Ave location. The first was on Wednesday afternoon on 5/12. The security guard would not let me in the store. He told me to come back later, and the reason was that there was only one salesperson on the floor. The second time I was able to enter the store on Friday 5/21, at 4 pm. No one greeted me, and as I stood in front of one salesperson for several minutes, he told me there were three people ahead and me and said nothing else.Thank you for offering me an appointment to assist me in purchasing a timepiece, but I will have to decline. The Rolex Boutique Wempe on Fifth Ave was able to help me make a purchase.

Foremost, I am giving 3 starts for its vast selection of brand, service wise its negative. I suspect that it is because the store is new and the staff were simply not yet trained. I am not against the sales rep, they tried their best but they appeared to be unknowledgeable.I was excited about the brand Bucherer as I saw it in John Wick movie and the Time Machine was featured on Hodinkee. My friend and I went in today hoping to first learn about the Carl F. Bucherer watches, and also want to check out the other brands they carry as well. Upon arrival there was a brief greeting (simply a Hello) by the staff, which is a good thing, I guess, so we thought we are allowed to browse freely, but it turned out that we were simply abandoned. We went straight to the Bucherer section, hoping someone will be there to assist us since it is their house brand. But no, none were to be found, we stayed near the section for a little bit and I thought the sales reps were just too busy (although it was Monday, the store was nearly empty) and we went straight to the second floor. We had to grab a staff and ask for help, the staff was KIND enough to offer us drink while she asked someone else to assist us, the drink never arrived to no surprise. Someone came finally but the rep was not very much helpful, we asked question but rep was uncertain of the answer. I tried a 39mm watch but was told it was 41mm!! My friend wanted to use restroom but he was given wrong direction multiple times and he ended up travelling up and down the floors before finally found the way. We went back to the Bucherer section and waited and waited and finally came an unknowledgeable staff, I asked if the movement is a in house movement but the rep told me to google it for better answer. I decided to give them one more chance and went to the basement to see Nomos, we waited like 10, 15 minutes and of course no staff came to rescue, I finally asked one rep as she came to the display case if I can try one, the rep said yes but ask me to wait for someone to assist (to be fair the rep was in the middle of something, but not with other customers). My tolerance has reached the limit and I had to apologize to my friend for waiting. We left angrily and disappointed. Few blocks away we went into another Bucherer/ Torneau location on Madison, though not great, but was finally able to find out more about the Bucherer caliber.

A Palatial High End Timepiece & Jewelry Boutique with Exceptional Service & Friendly StaffSo I stopped by the Bucherer TimeMachine store at 12 E57th street near Madison Avenue with the intent of locating a few specific timepieces while perusing their vast inventory on display within the sacred walls of this palatial store that consisted of multiple levels of fine timepieces and exquisite jewelry, culminating in an upper level that housed a bar. However I began my search on the lower level of the store.As I wandered from one display case to the next I began to realize that this store had a vast inventory that would require a substantial amount of my time, if I was going find what I needed to buy.My choices were either Panerai or IWC but since I’m very picky and very particular about exactly what I want, I’m also equally hard to please. And so I immediately realized that my search was not going to be easy as it was similar to looking for the proverbial needle in a haystack.The first case that I came across had a Breitling that I had been looking for a while back. A manager on the floor saw me standing by myself looking around and immediately approached me and promised to send me a sales representative to help me out.A few minutes later a young attractive woman showed up and opened the showcase and presented me with the Breitling, then let me try it on. The service was very professional and very friendly and she didn’t pressure me to buy the watch at any point. At one point I mentioned Omega, so she suggested that we go to the upper floor as they had more watches on display there. As soon as we reached the top level I noticed a really elaborate bar with a huge array of liquor and an actual bartender at work. This was a really nice touch!!! I was very impressed.However, what impressed me even more was the huge display of watches on the wall to my left and the very first thing I noticed was IWC right next to Panerai!! Michelle Hung, the sales representative who was assisting me, let me try on several timepieces, beginning with the Omega Speedmaster Coaxial Moonphase Chronograph and then some Panerai and IWC timepieces. We sat at a huge table and she assisted me in trying on one timepiece after the other. I was never rushed even once snd she let me examine each timepiece in detail. I have only seen this kind of great service at Apple so I was beyond impressed.To be honest I must have been in the store for over an hour but my shopping experience was so much fun and I was made to feel very special. Can you just imagine for a moment a store representative giving you a full hour of undivided attention? This alone makes for a 5 star shopping experience.The decor of the store was very lavish and had a very comfortable ambience about it. But without Michelle Hung’s personalized attention to my shopping needs at the store none of the above would be relevant. It is because of representatives like her that customers actually keep coming back. And I will come back because I was able to try on five timepieces that I actually like, I was given ample time to compare them and now I simply have to make a decision on which one I’m going to purchase.To be precise, the service included showing me multiple timepieces, letting me try on all of the timepieces that I requested to examine, removing any plastic stickers that impeded my view of any part of the watch, seating me in a comfortable setting, engaging me in friendly dialogue, understanding my needs as a customer (which included not rushing me and not asking me if I wanted to buy the watch. In other words not putting any pressure on me). In a nutshell, Bucherer representative Michelle Hung complied with every wish a demanding customer has, which, in the realm of fine luxury timepieces is normal. It is this shopping experience that separates Bucherer TimeMachine from other boutiques that sell similar merchandise

PHENOMENAL EXPERIENCE THANKS TO DAMIEN WHOS OVER THERE MAKING GREAT CONNECTIONS AND GIVING ABOVE AND BEYOND SERVICE FOR CUSTOMERS LIKE MYSELF THANK YOU FOR APPROACHING ME JUST TO SHARE KNOWLEDGE ON WATCHES AND FOR YOU UNDERSTANDING I CAME IN NEEDING TO KNOW MORE YOU ARE AN AMAZING SALES REP AND YOU WILL ONLY GET BETTER !!!!!’ HE KNOWS ABSOLUTELY EVERYTHING ABOUT EVERY WATCH AS IF HE OWNS THEM ALLYOU REALLY IMPRESSED ME YOU ARE TRULY IMPRESSIVE IF YOU WANT THE BEST SERVICE DAMIEN IS THE GUY OVER AT 601 Madison ave

Awesome and very professional client service from Rami. I was very pleased and elated by the service. Definitely not the place where folks judge the book by it’s cover. Great job Rami, keep it up. Folks don’t waste your time in introductions to Petty jewelers ( I did) , want to buy Rolex visit Tourneau.

That in September 2020 I met RAMI RIMAN on a visit to the Tourneau Time Machine . I was looking for a particular ROLEX model . I chatted ROLEX with RAMI RIMAN . I asked RAMI to add me to his list of want to be clients. On occasion I would contact RAMI , to say hello and ask ROLEX news. My piece was : 126622 40mm YACHTMASTER SLATE DIAL . About 2 weeks ago RAMI RIMAN contacted me offering me a blue dial YACHTMASTER, he stated he knew I was waiting 6 months. I struggled, but took a pass. I was thinking I may have made a mistake. Yesterday RAMI RIMAN texted advising me that the SLATE DIAL had just arrived, was I interested ? that was at @ noon, I was on the train at 1 30pm . The interaction with RAMI and his associate was warm and professional. I was very happy, very excited, & proud to have had an AD contact me and offer the piece I had been looking for, for 6 + months. The purchase process was easy. Thank you TOURNEAU , thank you RAMI RIMAN . -Sometimes good things do happen. 2021 is going to be a great year. J.D. SMITH 7 MAR 2021 ~

What a pleasurable experience!!! Rami was incredible to work with, I was very undecided on a push gift for my wife and Rami and Lauren took the time to walk me through a few pieces and Lauren was nice enough to wrist model ! Rami’s attention to detail is unmatched, from the initial greeting to the wrapping of the box and hand delivery to my double parked car. Can’t thank you guys enough, she loved the gift!! ❤️

Beautiful store with huge variety of new and pre own watchs.The staffs are so friendly and helpful, everything is above and beyond!!And special thank to Sharmina ( she is amazing )was so kindly help me go to all the watchs I love, I was so happy to pick up a Rolex Explore II tonight.I will comeback to get more for my collection, thank you again!

Great customer service and selection! They also do watch repairs on site and explain everything in detail.

TL;DR Bad Experience/UnprofessionalIve been collecting watches for years and worked with many AD/Boutiques and Ive never publicly left any negative review. However, I feel like I need to this time.On 8/26/2021, I left AP and walked by the newly opened Bucherer TimeMachine store on 57th. Ive never really had a positive experience with Tourneau but thought since Bucherer acquired them, things might have changed since Bucherer in Europe are well known for being very professional and their exceptional customer service.First I walked in and stood there for 5 minutes and nobody seemed to care to come greet or help out. Finally someone came talking to me after I looked at her in the eyes for 20 seconds. After a brief chat she asked another sales to take down my information.While I was putting down my info, the sales looked at my watch and said is that an IWC? (I was wearing an AP quantieme perpetual and holding an AP bag on my hand). I raised my hand so he could have a closer look, he stared at the dial and said its not an IWC?. I said no. He then asked what is it?. I then told him it is an Audemars Piguet and he looked very confused. Clearly he had no idea what the brand was.I am not offended by someone mistaking an AP for an IWC at all, but it did feel like he was not properly trained and knew nothing about watches. Very unprofessional.He then asked what I was looking for. I told him Im kinda interested in the Rolex OP41 with turquoise dial. He immediately said I can tell you it is impossible even before I finished my sentence. After that, he said nothing else, didnt felt like he wanted to engage more so I left.I definitely understand it is not an easy watch to get at the moment and wasnt really expecting to get it from them at all, especially given that I dont have any purchase history with them. However, his attitude still shocked me, clearly they are making too much money and didnt felt like they need to develop new clients.Friends, if you are looking for an AD, there are plenty in the city. Please shop around and hope you get the timepiece you are looking for.

I picked up my 4th watch from Tourneau today which happened to be a popular one that I was on a list for since August 2020. The experience of picking up the watch was amazing and that has held true from my other 3 experiences as well. It has always been great and Im looking forward to more in the future. Couldnt recommend them more as their staff has always been top notch!

Rami R. at Tourneau in NYC is the finest and most knowledgeable salesperson. When I’m looking for a special “milestone” gift, I only trust and buy from him at Tourneau. He knows what is timeless, popular, and valuable for that special purchase. A+. Thanks Rami.

I had a great buying experience. Jenny Lei assisted me. She was very professional and clearly has knowledge about watches. She spent some time showing me different timepieces. I really recommend this place if you are looking to buy a watch. Ask for Jenny she is the right person to advise you, especially if you are a first time buyer. Thanks a lot Jenny!

Repair came back much faster than i was told and much more affordable than I expected. The service is first rate. I feel lucky to have my 15 year old Tourneau watch and to be able to rely on this place to keep it in good shape.

They have been taking care of my watch for 30 years. Always do good work!

RAMI... Is the only person you should deal with. I had a certain Rolex I wanted and he updated me every week on the options. He help me find what I wanted and helped me a lot . I can come in any day and he is so nice. Remember ask for Rami

Although I still go there and make my purchases, I think the place has lost its bizaz. It is hard to get service, but once you do they treat you with respect. The have many brands and plenty of stock. The do all kinds of repairs. Dont expect bargains. The do trades but not with all the watches. I suggest you check the value on line prior to going in the store.

Have worked with Rami a few times after being introduced by a friend. His service was fantastic and am grateful for his candor.

Nice place and wide selections of watches. I was there for service and reception was very kind and helpful but the technician was extremely rude and spoiled.

My especial thanks to Rami Riman for his professionalism, customer care and attention to detail. He definitely made my day, and I am very thankful of his consideration and time. Without any doubts, an asset for Time Machine!

Bought a sought after Tudor BB58 in Blue from Jenny Lei during the holiday season. Ive had no prior purchase history with this AD. I stopped by to see if they had any on display. Jenny took down my info and contacted me 2 weeks later. I was a no nonsense experience. If you need a timepiece, see Jenny. Ill definitely be back when Im ready for my grail.

BUYER BEWARE: SERVICE GUARANTEE IS A SHAM! I purchased a Baume & Mercier watch here in 2011 that included a lifetime of service guarantee (battery change and tune up), which was a key reason for purchasing here. Watch worked perfectly until about 2016, when I took it to the store, and they delivered on their promise. It was serviced and battery was changed at no charge, no questions, and watch was in their records.Well, my watch needed another battery change this year so I went back, and to my surprise, they had “no record” of my watch ever having been purchased there. The clerk looked through his records for some minutes and came back to dismiss the watch as not being from the store. I called his manager, explained I remembered the date of purchase AND the first tune up, which would have been registered in their service logs somewhere. He too, came back saying it was not purchased there. Lucky for them, American Express, the card I used to purchase the watch, does not keep records of individual purchases past 10 years... (FYI) which I strongly suspect they knew that policy as they encouraged me to find proof of purchase with that transaction.The manager even admitted they migrated their CRM a couple of years earlier, and had the audacity to say that no records could have been lost. He offered to tune up my watch complimentary for “this final time.” I encouraged them to look at their video footage and search the transactions from their end - they declined. They stuck to their message and continued to lie!Wasted an hour of my time debating this and a lot of money buying from them. I’d suggest you avoid, there are plenty of nice watch stores a block away!

Very professional staff, Great service.

Horrible customer service.Nobody answers the phone nobody even cares for a place that has luxury watches that cost 10s of thousands of dollars the consumer deserves to be taken care of!

Highly recommended this store. My wife and me we met Jenny Lei and she was super nice and helpful.

The staff here when I went, was very professional. My citizens watch stopped working and I gave them call. Brought my watch in for repair..No more problems with my watch.Take care everyone Be safe.

I came in to return a watch I had purchased online with the intent of buying a different watch instead. I told the woman who processed the return that I wanted to make another purchase. I stayed in the store browsing for ten more minutes. No one came up and offered to help me. In the same time period, two men came in and both were offered assistance within seconds. I do not appreciate this type of treatment and will be making my purchase elsewhere.

I went to their website put my information for a watch that I wanted to surprise my husband for his birthday. I got a quick response from Rami he was very helpful and answered all the questions that we had. Definitely recommend this location.

A variety of luxury watches to all terrain G shock wear. Bit pricey and worth the look for new or used watches. @thatsraul

Better service in Starbucks than that place !

Customer service is sub par. Would not recommend dealing with Rami. The whole experience was extremely underwhelming and after completing my purchase, they never responded again to any emails/inquiries.Staff definitely has a preference when it comes to the type of customer they want to approach. Im just starting out my career and have many years ahead of me of watch collecting. But will be taking my business elsewhere. That is the difference between an administrator, who understands the business, and people who solely do it for commission; short sighted, dont put effort into building new relationships.Would NOT recommend this location. Tourneau at Bryant park offered extremely better service.

Incredibly helpful and knowledgeable staff. They were not pushy in the least, and offered us refreshments throughout. A great place to buy a luxury watch.

Went to the store first week of September, my wife and I wanted to celebrate our anniversary buying a pair of watches and Rami took good care of us, he spent good amount of time with us showing models and giving some honest advice, no pushing to buy whatsoever and very nice place to go and to give yourself or someone a great gift, we purchased a couple of watches for our anniversary and wife is very happy, i strongly recommend this particular store and ask for Rami, great guy and stunning service and attention.

I made an appointment for 3pm for service. Got there, and was told the service person was on lunch and to come back in 30 minutes. Came back in 30 minutes and a line had formed for service. I was told to get in the back of the line. What should have taken me 15 minutes, took me an hour and a half. All because they couldn’t keep an appointment that they confirmed with me 24 hours beforehand. Very unprofessional.

Purchased a Rolex datejust here and it was an outstanding experience. Warm greeting upon entering and was offered a beverage within seconds. Sarah assisted me throughout the whole process and I was in and out with exactly what I wanted in roughly 30minutes. Highly recommended. Thanks guys A+

A good place to see some of the best Swiss watch brands and high-quality horology pieces. I came to get a specific watch model which was not in stock, and I was able to preorder it and get it delivered there with no additional cost.

Very classy place, experienced and informative staff.

Service department people great

Horrible service. My husband and I were turned off by such awful service they offer and went to another location @ 510 Madison ave. The service was by far better at this location and the knowledge that the servicemen offered was far better.

Bought a Patek from here and received superb service from Stephanie. She wasn’t pushy at all but had exactly the right balance of attention and I was very comfortable in my choice. I went to a number of other boutiques across the city and the sales persons were either far too pushy or simply ignored you (Tiffany Patek) because they didn’t believe you would purchase something. The after purchase customer service was also really great and they definitely will be my first port of call when making other purchases.

If you are an average middle class couple looking to buy something affordable , Steven brown is the salesperson you should be talking to. I went in there looking to buy a pre-owner Rolex for my wife , he was extremely patient with us , showed us many of them and went out of this way to help us get the right watch. I don’t know about any other person working there but Steven is highly recommended .

Extraordinary customer service!

My wife and I went into the store in NYC this morning within 10 minutes of the store open its door to possibly trade my GMT-C for the new Rolex GMT Batman. Met a salesman who was extremely arrogant with a greater than thou attitude. A saleslady came to assist who was much more pleasant and offered drinks but we declined. The salesman brought the Batman out for me to inspect and he advised the watch is a rare commodity and it sells for about $12,000 in the open market. I gladly gave him back the watch and left. I will never buy another watch from Tourneau.

This is my second review, first terrible one. Ended up visiting this store three times. During my second visit, I put a required large deposit on a watch to be transferred from another store. During my third visit to buy the watch, I was told the watch I wanted AND PUT A DEPOSIT ON had been sold. Johnny then proceeded to sell me on a watch double the price of the one I was going to buy. Actually comical how terrible of a salesperson he was. After the manager arrived, she said there was nothing that could be done except refund me for my deposit...thanks so much for giving me my money back for a product you already sold! Truly the worst customer service I’ve ever had when buying a luxury item. Save your time and wallet. You can get better prices and the same warranty elsewhere in a lot less time. If only Tourneau could actually offer me a TimeMachine to get the 3 hours of my life back.

WHAT A DISAPPOINTMENT!!!05/21/2020 My timepiece is covered under the TPP program and need of repair. My local LAS VEGAS Tourneau store is still closed for any watch service but OPEN for curbside pick up. Not able to use my TPP that i have paid for going on 3 mths. Contacted all the toll free numbers available to NO avail, even MACIELA that answered the call @ Customer service dont have a clue on the TPP claims procedures. No one @ TOURNEAU knows how to process TPP claims under this climate.Since my timepiece can not be repaired for the last 3 months and counting, under this COVID-19 climate. Tourneau should extend TPP programs that already have been paid for by its customers. That is a fair and honest business practice to do if TOURNEAU really cares about your clients.#TOURNEAU#IRAMELNITSKY#BUCHERERAG

As soon as they have your money they forget about you...I’m still waiting for my Rolex registration card after numerous promises, and several phone calls going on 3 months now. I was originally told it would be 4-6 weeks, but nobody has taken any initiative within the store to resolve. Given a different story each time on why I still have not received it...

They are losing the allure , I remember going to the store on 57 st that is now close and downstairs they have the service department which was very well organized and the service was quick , lately i visit the new place ( new people by the way ) and I couldn’t get a new strap on my watch because ta ta : they didn’t have it .

Very fun time looking at the wide variety of watches. Great sales price on my NEW watch. My salesman was attentive and knows his heavy metal !! Lol

I visited the 5th Avenue store shortly after opening hours and found the staff to be not very experienced in watches not very customer friendly.The saleswoman whom I spoke to seemed bored and annoyed when I was asking information about the watch model I was looking for. They had a few of them in store but trying them on was limited to a few seconds on and off the wrist and the watches were quickly back into the window even before I could get a feeling of the watch on my wrist. This store is not for people who are passionate about watches and who are in for the purchase as much as for the chat with fellow watch enthusiasts. Go there if you want to have the impersonal « give me your credit card, take your watch and leave » type of experience. Take your business to someone else who’ll be grateful for your business and also your interest in watches.

Went in here and a lady replied, “Who makes a master control?” When I’d asked to see a JLC master control at this store. The guys walked around not helping customers. One disappeared behind a wall. Really quite an incredible experience. Please note they were actually selling a master control at this store.

Ordered a watch as a present for my husband online and it was available for pick up in the store- we go to the store to pick up the watch I ordered for his Christmas present and after making us wait more than half hour with people just staring at us (almost a 8K Rolex.)Hanna came to “help” us after making us wait for nothing.The watch was already paid for just to be picked up but she (Hanna tried to sell us something else saying the watch I wanted was not as valuable or weighed as much as the one she was suggesting I buy. By this point I was discouraged and upset because my husband was with me- then I said to Hanna I spoke with Katie earlier to come and pick up the watch. Katie comes into the picture and says she has to check to see if we can take the watch with us today (keep in mind we already paid for this watch in full with their credit card) and I kid you not she seriously says to me “it’s common sense if you order a watch online on a Saturday you can’t pick it up the following Tuesday” - while I’m trying to explain to her before I even ordered the watch it says “available for pickup today” on the day I ordered it. Rather than trying to understand what I am saying and the fact that I spoke to her before I even drove from queens to the city to pick up the watch- she decided to insult me by saying I don’t have common sense- but it’s okay because I’m 25 years old, an immigrant of brown color with the ability to buy a Rolex watch and she thinks she can discourage me but she can’t . She does not represent Rolex and at the very basic cannot provide decent customer service. I think that it is a lack of common sense when someone is trying to pick up a 8K watch and A below than lesser average sales representative cannot just let that happen. But no I guess because it was an online purchase you have no commission to get so you make yourself a complete fool trying to sell me something from the store and convince me to cancel my original purchase.I’m sad to say I can no longer spend a dime at Torneau. I don’t believe they treat all customers this way only if you look a certain way like the way I look.I have to now cancel the order that I already paid for and my husband does not get the watch I bought him in time for the new year at least.But I will support Rolex and find another distributor capable of representing the brand.If you are not someone who can fit into the crowd here don’t walk in there expecting to get treated with a basic level of respect. And it’s not about the money- you can have it but it’s like they’re mad at you for having it. This is how I felt and the only way I can explain how the hell today happened

I have purchased 4 watches at Tourneau over the years and always felt that this was a high end shopping experience with great service. I take my watches for the lifetime battery replacement as needed, and this time three of the four needed replacing. I handed in 3 watches and the lady told me to wait and she would bring them over. 5-10mins later she walks back with 2 watches. I ask where is the 3rd and she says she gave it back to me. Insists I check my bag then goes to the back. I get called over by a manager who treated me like a thief, I was made to empty my entire handbag on the counter in front of other customers. I have never been so shamed and humiliated in all my life, I was shaking. Then the lady comes back and says they found it in the back, someone had apparently put a bag on top of it. Disgusting treatment, I will never return to buy or service another watch here again.

Asked to see a particular Rolex. I was told that they have none. But I could see one if I put down a deposit to purchase one. Que what? I looked at the guy. He looked back on me. It was that sort of a look. Adios. Never need to come back here again.

Shadow of its former self

Fabulous selection of medium to high end watches and timepieces on 3 floors. The staff is friendly, knowledgeable, cheerful and extremely helpful. I experienced no pressure from anyone to Buy right now. I am a collector and enjoyed the opportunity to view the new offerings of so many manufacturers. The store also offers a large selection of pre-owned watches they have serviced and of premium quality.

I purchased a Cartier Solo Tank Watch for $2200.00.. and my Watch is Defective.. the Arm fell off..I returned it for Repairs and it still fell off..Buyer beware.. My watch is now in its box..I gave away $2,200 for a Defective Watch..

One of the best watch stores I have ever seen. Whoa

Definitely great service and staff, I spent almost two months looking for a Rolex watch and after visiting different stores like Wempe, Barneys New York and the Rolex boutique, It was at Tourneau where excellent and quality service was given to me. They dont only have the best and more beautiful time pieces, they also have great professional sales associates. I am so happy with my watch.

Perfect high quality service. Their serviced my Rolex there. High selection of fine watches

Store was empty. Sales professional left me standing outside on sidewalk for 30 minutes and she didn’t even have a customer. Clearly a sale is not that important to them

Purchased my 1st Rolex here, Steven was very friendly and nice to work with. Great and simple buying experience.

Nice and helpful clerks. Impressive collection of many different watch brands. Always a great stop for any taste in watches.

Great while you wait watch clinic for most top of the line, luxury anc super luxury watches. Just be careful...they have a fantastic inventory of renowned brand name luxury watches at competstive prices for men, women and yes young prople too. Their serbice staff is very customer care focused. Its undergoing a redesign right now which should make navigating this huge store easier...and I hope adding more seating / watch repair lab, for the while you wait battery replacement, and minor repair, customers.

Very small pre-owned selection. Half the store was closed since they are moving. Shop assistant was a bit aloof as well.Time in NYC can be better spent elsewhere.

Very professional and reliable watch service department. I have brought watches here for cleaning and band changes. They sell many watch brands and have a large selection of luxury watches.

My husband generally thinks highly of Tourneau he has gotten 3 Rolexs from here. This summer we stopped by since he wanted a two-tone sub. The sales staff seemed completely uninterested in helping him since we all know there is a shortage in the market. It just seemed that the level of customer services had dropped a level or two over the years. He also had his Daytona serviced that day, the over all experience of the service department was not bad.

Love this place, I have a fairly rare watch that never got in the us, replacing the strap was a breeze with the help of Adeel, he manage to contact the closest distribution center, and that didnt work so he send a word for the factory, send my watch all the way to Switzerland and got it back, all of that keeping the same price that he gave me when we thought it was just gonna order the strap and replace it! Best customer service ever

Best and affordable price

Extremely fast battery replacement, very friendly owner, supper reasonable fee, great place! He even set the time and date on my watch. Highly recommend this place.

Absolutely terrible company to deal with now they have closed in Arizona. My warranty is unusable as calls to their repair department go straight to voicemail and never get returned.The store in Scottsdale AZ was great and I loved the staff but the corp people are snobs and have no idea what good customer service is. Oh... thats right, they have my $5000 and there is no store in my area for more business. Why would someone over there care if Im ok?

I stopped in while exploring the city as an out-of-towner. Although I clearly wasnt planning on buying anything, the staff were all extremely helpful and kind. Theyve got so many amazing pieces in one place.

They have it all, any brand you desire; would definitely go there again in search for that one special time-piece.

Had 3 watches to repair, mostly battery issues and really thought Id have to leave them and pick them up. Not so! Fixed all three in a matter of 10 mins. Staff was super efficient.

Professional staff, they managed to give me a great deal on a Rolex that I have had my eye on for some time.Really pleased with the service and would highly recommend.

My experience with this location Tourneau was excellent. I brought my fiance along as she was interested in my potential purchase also. Claudio was the gentleman who assisted me during the entire sale process. He was extremely knowledgeable and accommodating as well. As Claudio learned of our upcoming marriage which was to take place in 3 weeks, he presented my fiance and I with a special gift as he made the final adjustment on my newly purchased watch. Our experience with Tourneau was very good and I would be happy to shop at Tourneau on 57th street again. I also highly recommend Claudio for a salesman as he was a class act and a pleasure to work with.

I loved the store and choice of brands, almost like a dream come true! Would definitely go there again in search for a time-piece.

A watch lovers paradise. Be sure to visit the basement level for the likes of Nomos, Oris and more.

Walked in and walked out. No one seemed to care.. I asked to confirm the location of the other Tourneau and the older bald employee nodded, again without any follow-up, so I bought my Panerai at the Bryant Park location from Roger (nice and normal guy).