Rolex Service Center New York - New York, New York

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I have a 30 year old oysterquartz datejust that I sent it in for a battery and an estimate of servicing it. It worked when I sent it in. Yes , that is important. After 2 months I got it back with a list that it needed $3,000 worth of repairs. Upon closer inspection, one of the pins holding the band on was missing . 1 end was not attached to the timepiece.when I notified them of this , I was told I had to send the watch back at my expense as they don't send out "parts." really? . More importantly, it now does not run. When in the Carribean, I took it to a jeweler whom I've known for 25 years and who has changed the battery in front of me on numerous occasions over the years while I watched.he installed a new pin free of charge. Never had an issue. Tried to have him change the battery in front of me and the watch still does not run.. now I have a $5,000 doorstop . Thank you Rolex...beware ,it is useless to me now. ......UPDATE JANUARY 2025. I took my watch to an authorized Rolex repair who explained that there were parts missing inside my watch, similar to the pin that held the band on . Quoted me $1500 for parts and labor. What choice do i have?. Pay the money or use the watch and box for a door stop? Not only will I NEVER do business with this place, but my wife's Rolex will NEVER be entrusted to them EVER. You have been warned.... TERRIBLE service....

Linda C.

On August 31, 2024, I entrusted my Rolex to an authorized Rolex Boutique on Michigan Avenue, Chicago, for repair due to an issue with the date adjustment. On September 13, 2024, I was informed that my watch was ready for collection. However, upon arrival, I was notified that the repair could not be completed because a critical component, the Automatic Module, was missing. Throughout my 12 years of ownership, my watch had functioned properly, and to my knowledge, all parts were intact when I handed it over for service.

The Boutique claimed, without providing evidence or cause, that this part had been removed by another jeweler over a year ago. However, my watch had shown no prior issues, and the missing part was only discovered while it was in the care of the Boutique and its service center in New York.

On September 24, 2024, I contacted Rolex Headquarters (HQ) customer service to report this serious issue. I raised concerns not only about the missing component but also about the substandard customer service I received from the Boutique. I explained that while under their care, my watch was reported to have a missing part by the New York service center.

At the time I entrusted my watch to the Boutique, all parts were intact, and the sudden claim that a critical component was missing raised serious concerns about Rolex's handling of my property. Despite being informed that the Automatic Module was missing, the Boutique staff stated that Rolex’s policy does not allow them to replace missing parts, leaving me without a solution.

Seeking clarification, I reached out to the Rolex service center in New York. During their discovery process, they confirmed that there were no records of prior service outside of Rolex or any indication that parts of my watch were not original. This finding reinforced my belief that the Automatic Module went missing while the watch was under the care of the Boutique or Rolex's service center.

I later learned that the director overseeing the Boutique had communicated directly with Rolex HQ in New York, making unfounded claims about the condition of my watch. The claim that the missing part had been removed by another jeweler a year ago was based solely on speculation, with no factual evidence to support it. Given that this director was the last known person to handle my watch before it was sent to New York, these assertions raise serious concerns about the Boutique’s accountability.

Even after informing the Boutique that I had spoken directly with Rolex New York and no longer required their involvement, they persisted in making these unsubstantiated claims. Additionally, I felt intimidated when the director implied that their influence at Rolex HQ would lead them to favor their version of events over my valid concerns as the rightful owner of the watch.

Given the circumstances, it is clear that my property was mishandled either by the Rolex service center or the authorized Boutique. The fact that a crucial part of my watch is now reported missing while in their care raises significant questions about their handling procedures and overall accountability. Rolex HQ should be held responsible for either replacing the missing Automatic Module or providing financial compensation for the lost part and the resulting damage.

Richard E. S.

I brought my Rolex for service under my warranty. Located on the 7th floor. I h ad to first check in with a security guard, furnish my Drivers license, which was scanned for authentication I was then allowed to enter. I then had to fill out a questionnaire about what the problem was with my Rolex. I had to show my Drivers License again. They took my Rolex gave me written receipt for the Rolex and I would be E-mailed with the result of the examination of Rolex with any parts and labor with charges that may apply. I would be E-mailed when the Rolex would be ready for pickup.I I would have to bring the receipt letter with me and my Drivers License when I pickup the Rolex. Excellent Customer Care Service. They offer you water while you're waiting for service. Everyone very polite and respectful.

James H.

STAY AWAY FROM THIS COMPANY!!!
I brought my Rolex Submariner in for a service a few weeks ago.
They don't examine the watch right away and give u a repair estimate. Instead they took a few days and came back to me saying that the watch needed $1200 +/- worth of repairs.
They also suggested that I get a new bracelet for $4500 +/-. I decided not to get a new bracelet for the watch and just go with the recommended repairs.
The watch was sent back to me a few days later and it came with the bracelet detached from the watch! I couldn't believe that they did this!
I spoke to the Rolex repair customer service and they said that they wouldn't put on my bracelet since they felt I needed a new one! They never told me this when I declined the option for a new bracelet. If they had I would have taken the watch back from them at that time.
My remedy per Rolex customer disservice now is to go to a Rolex dealer and have them reinstall the bracelet!
Stay away from this company. They are not to be trusted. I am sorry I ever went to them in the first place.

BTF

VERY SNOBBY, CONDESCENDING, AND COMPLETELY UNHELPFUL.
I would give it ZERO stars if that was an option.

On July 18, 2024, I was referred to this service center by Rolex Customer Service itself, after they carefully assessed my need. It was determined that this service center has the onsite equipment and watchmaker necessary.

That same day I made a special trip to this center, and was immediately greeted by a pleasant and professional staff member who checked my identification before allowing me to enter. However, once inside, the treatment I received from the staff was VERY SNOBBY, CONDESCENDING, AND COMPLETELY UNHELPFUL. I had a couple close family members with me and they were astonished by what they overheard. Not only that, but this week has been an extreme heatwave in NYC and it was very hot outside when we arrived to the center, but no one even offered us water while we were waiting. At one point the staff told me they weren’t paying attention to me when I was talking to them, even though they were looking straight at my face.

I recommend that any service needs be addressed and coordinated by your Rolex AD ANYWHERE else, instead of wasting your time and energy visiting this Service Center in NYC. Your Rolex AD will treat you as a valued customer and if need be send it out to a service center, and you won’t need to waste your time or endure ignorant and disrespectful treatment.

amiel S.

What an absolutely unpleasant experience with the staff, especially the Indian lady at the front desk. Her rude attitude and arrogance are not what I would expect from such a luxurious brand—totally disappointing service.

Vladimir R.

They tried to fix my gold president Rolex day and date three times. Was OK for a couple of months. Then day and date stop working.

Jack L.

Initially, I had my reservations, when deciding if I should have my new timepiece brought in for service, especially when the watch was just recently purchased from an AD. However, after noticing a pointer hand not lining up following reset, my OCD forced me to have it looked at. When I brought my watch in to the service center, the take in process was simple and the staff was very attentive with all my concerns. Once the on-site technician assessed the issue, they shared with me, my options with service timeline and I decided to proceed with the service. When my watch was ready for pick up, an email was sent as notification.

Now what made my experience with this service center and their staff exceptional was the service and professionalism that they exhibited after I picked up my watch and I noticed an issue that needs further attention. To clarify, this issue was not identified during pick up, but after I signed papers that released Rolex of their obligations.

Although, the staff understood very well that because I had already signed my pick up forms that they did not really have any obligations to entertain my concerns, they still went above and beyond to have my issues addressed. I was completely surprised that they valued me as a customer rather than shifting responsibilities and addressed my concerns with no additional cost. Thank you Rolex Service Center New York and your staff for an exceptional experience as I cannot express enough the level of appreciation that I have for the service that was provided. Highly recommend their services.