On June 27th, I took my Movado classic museum watch in to Zales Outlet for a routine battery change... The second in the watch's 4 year life, though I must admit, I leave the watch in its original box all the time, I don't wear it.
First, I ask if they are able to replace the battery, the clerk says, "we should be able to, it costs..." then takes my watch in a back room where the manager puts it in a vice and breaks it evidently. The clerk comes back and says they will have to ship my watch out for a week to screw the back of it back on without damaging it. Funny, they showed it to me and the back and crystal were both off of it. I hadn't even given them permission to take it apart, and they had already destroyed it. I demanded the watch back, and the jerk who broke it refused to give it back to me saying he had to send it in for re-assembly. Then he threatened to break it instead, and I said no.
Reluctantly, I agreed to have them ship it off, and I signed an "Insurance receipt" for $350. After a week, they call me and tell me they have replaced my watch with a brand new one, again without my consent. I go into the store, and they had taken my band and put it on a model that sells for $100 less than mine... And can't produce the watch I brought in. Then I request a corporate number to file a complaint, and they give me a number only used for employee benefits and tech support... Another of their stores offered me the correct number and said that the employees at the offending store knew they were giving me a number that is the only one they are forbidden to give.
I complain to Corporate, and they accuse me of being the criminal, refuse to offer me last names of anyone involved. Continue to "investigate" rather than honor my receipt which says they will pay $350 if the item is lost and have the audacity to suggest that the watch they offered me back was not now a "brand new one" but in fact the very one I brought in. This company is made up of spineless cowardly criminals. The numerous rude, disgusting people I have dealt with in their call center and the managers themselves have been the most corrupt I have ever encountered. I felt like I was dealing with the mob, and I probably was. This situation is still unresolved.
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