New watch - scratched by the jeweller

oatybiscuit

Hi All,

I bought a TAG Heuer watch from Ernest Jones yesterday and noticed today that the sales person scratched it in a lot of places on the strap while taking links out - a couple are fairly deep scratches. I want to take it back as it's not acceptable for the price I paid (or any price for that matter).

What are my rights???

I'm worried they might turn me away...

Thanks.

Stoke

I'm surprised you didn't say something there and then. This might be a tough one as they will turn round and (rightly) ask why you didn't mention it before.

oatybiscuit

Stoke wrote: »

I'm surprised you didn't say something there and then. This might be a tough one as they will turn round and (rightly) ask why you didn't mention it before.

Hi - thanks for ur response. As it says in my post I noticed it today when I had a close look. They are on side of links so not visible unless u look clearly. I bought the watch last evening.

InsideInsurance

Take it back and speak to them but having noticed after taking it out the shop there is a fair chance they will say that they believe you did yourself.

Stoke

Is it just the links scratched or is the watch face scratched too?

visidigi

oatybiscuit wrote: »

Hi - thanks for ur response. As it says in my post I noticed it today when I had a close look. They are on side of links so not visible unless u look clearly. I bought the watch last evening.

If its ont he side of the links it might be they aren't finished in the same way the surface of the strap is.

Mine is heading on for 17 years old now and for sure the sides of the links are far more scratched than the outside of the strap.

Take it in and see what they say, there's no specific rights for you to mention right now, only if they refuse to do anything about it would it be worth beginning to debate if you had a case (and 'only' just getting the time to look closely wouldn't be a reasonable excuse if you bought and collected it in store).

oatybiscuit

Okay here's the update and it's positive:

I've just been to the shop and they have recognised the mistake and have immediately replaced the watch. The staff was very friendly and understanding and did not challenge/question me at all. So I am a happy chappy

Having said that I'm a bit disturbed reading the responses so far - when I bought the watch yesterday I knew I was buying it from reputable jewellers so there was a 'degree of trust'. Also the sales person was extremely helpful and cheerful so I did not feel the need to inspect the watch in so much detail - I did not expect to go home and find cosmetic damage. It would have come across as almost 'cheeky' and bordering on rude (personal opinion) to say I need to inspect the watch that you say is brand new and in pristine condition because I have doubts? May be I'm too nice or laid back when it comes to buying things!??! When you buy gift/treats it's sometimes also easy to overlook minor things in the excitement of the moment. Again may be that's just me!

What is your approach when making in-store purchases? I'm interested in hearing other people's opinions on this..

oatybiscuit

Stoke wrote: »

Is it just the links scratched or is the watch face scratched too?

It was the sides of the links...

Stoke

oatybiscuit wrote: »

What is your approach when making in-store purchases? I'm interested in hearing other people's opinions on this..

If I saw the shop assistant damaging the item (assuming it wasn't something trivial like a box of cereal) I would instantly say "can you be careful" that immediately insinuates I'm not happy and also alerts them to the fact I've noticed, so when I then say "excuse me, you've damaged this" they have very little comeback.

visidigi

oatybiscuit wrote: »

Okay here's the update and it's positive:

I've just been to the shop and they have recognised the mistake and have immediately replaced the watch. The staff was very friendly and understanding and did not challenge/question me at all. So I am a happy chappy

Having said that I'm a bit disturbed reading the responses so far - when I bought the watch yesterday I knew I was buying it from reputable jewellers so there was a 'degree of trust'. Also the sales person was extremely helpful and cheerful so I did not feel the need to inspect the watch in so much detail - I did not expect to go home and find cosmetic damage. It would have come across as almost 'cheeky' and bordering on rude (personal opinion) to say I need to inspect the watch that you say is brand new and in pristine condition because I have doubts? May be I'm too nice or laid back when it comes to buying things!??! When you buy gift/treats it's sometimes also easy to overlook minor things in the excitement of the moment. Again may be that's just me!

What is your approach when making in-store purchases? I'm interested in hearing other people's opinions on this..

If I'm in poundland I wouldn't give a product a second look.

If I'm in a jewller buying a watch from a range that starts at £1,125 and goes up to £12,050 (earnest jones online) then I would inspect it to high heaven before walking out of the shop.

As for being rude or cheeky, its MY money, if I want to inspect it I will. If you won't let me there are plenty other retailers who would.

ess0two

oatybiscuit wrote: »

Okay here's the update and it's positive:

I've just been to the shop and they have recognised the mistake and have immediately replaced the watch. The staff was very friendly and understanding and did not challenge/question me at all. So I am a happy chappy

Having said that I'm a bit disturbed reading the responses so far - when I bought the watch yesterday I knew I was buying it from reputable jewellers so there was a 'degree of trust'. Also the sales person was extremely helpful and cheerful so I did not feel the need to inspect the watch in so much detail - I did not expect to go home and find cosmetic damage. It would have come across as almost 'cheeky' and bordering on rude (personal opinion) to say I need to inspect the watch that you say is brand new and in pristine condition because I have doubts? May be I'm too nice or laid back when it comes to buying things!??! When you buy gift/treats it's sometimes also easy to overlook minor things in the excitement of the moment. Again may be that's just me!

What is your approach when making in-store purchases? I'm interested in hearing other people's opinions on this..

I paid 3k for a Longines watch,suffice to say it got inspected in every minute detail before parting with the cash.