“Title: Persistent service failure on a £35k purchase – Brent Cross branch
I am writing this to warn other collectors about the lack of after-sales care at this showroom. On 22/02/2022, I purchased a Day-Date (M228239) for £35,850, which arrived with a scratched bracelet. Despite reporting this immediately to the sales representative, Naf, the defect was never rectified.
Instead of fixing a damaged five-figure timepiece, the store’s solution was to repeatedly offer me the "opportunity" to spend more money on other sought-after models (a Submariner in March and a Datejust in November). This created a frustrating cycle where I was expected to continue investing in the group to overlook a faulty product they refused to repair.
The damage has since been inspected and verified by the Rolex Service Centre in London, confirming my complaint was valid from the start. Watches of Switzerland failed in their duty of care and their statutory obligation to provide a pristine product. If you value professional after-sales support, I suggest looking elsewhere.”
