For those of you that don’t know, Tourneau is a high end watch store, and for the life of me I can’t figure out how they stay in business. This Christmas re-affirmed my disgust for this company and I would love to know how they pay their bills.
My wife bought me a nice Omega for Christmas. She wasn’t sure I’d like it, so she wanted to know the return policy. There IS no return policy. So, my wife said she wouldn’t buy it. Given the cost of the item, she (rightly, in my opinion) stated that she wouldn’t pay the price of the watch with no ability to return it for a refund if I didn’t like it. The manager came out and wrote on the receipt “return for refund approved”, and my wife bought the watch.
Turns out, I didn’t like the watch. Now, I’ve been to Tourneau before, and I would never buy a watch from them because their sales approach is so abrasive, they sell everything at full retail (which is insane these days, with the web options that are out there), and they also told me I couldn’t return a watch if I bought one. So, I went somewhere else to buy a watch for my wife. The same watch, for approximately 30% less, with the ability to return it for full refund if my wife didn’t like it. Little did I know my wife would go into that same store and deal with the nonsense of the Tourneau “touch”.
She went back on the 26th to return the watch, only to discover that the person who checked her out at the cash register scratched out “refund” and wrote “exchange”. So, the store salesperson said “there is nothing I can do. You can exchange this for a watch of equal or greater value, but I cannot give you a refund.” Well, that set my wife off. It also set off the next customer in line, who had his receipt similarly changed at the last minute without his knowledge (scratched out “refund”, wrote “exchange” over the correction).
This is a high-end store in a high end mall. The male customer took over the verbal barrage that I would have been a part of if I happened to be there, but according to my wife, he did just fine. After a 10 minute stand-off, and demands to see the manager went ignored (and a larger crowd forming to return Christmas presents forming), the salesperson finally went in the back, got the manager to approve the exchanges and my wife and the other guy both got the refunds they deserved.
So fuck you, Tourneau, up your corporate ass with a red-hot poker, fuck your bait-and-switch sales tactics of scratching out “refund” and writing in “exchange” on the receipt, and fuck your salespeople and business model which basically says “we don’t care about you or your return business. We just want to sell you this watch and then tell you to piss off.”
Tangentially, I would also like to say “Fuck you” to any and all customers of this company that have purchased items from them and kept them in business, especially those that have been hoodwinked into buying a watch they weren’t crazy about because a salesperson convinced them that they couldn’t return a watch for a refund but would have to settle for an exchange without complaining to the BBB or anyone else for that matter. Get a fucking backbone! This company should have its doors shut and padlocked.
How they remain in business is beyond me. I would love to know if any of you dopers have dealt with this outfit, and if so, can you explain to me how they make money? I am writing a complaint to the mall management, Tourneau management, and the BBB, but I doubt I will have much impact. But what they do is WRONG, and it should not be tolerated. Fuckers!