I have just moved to the area and was referred to this jeweler by a friend that had recently purchased an engagement ring for his girl-friend. I had a Movado watch that I had bought for my husband two years ago for our wedding day. He had only worn it that one time... Our wedding day. It was never worn again. We realized that the watch wasn't keeping time, and therefore I called Lance's and asked if they were a Licensed Movado Dealer and could professionally replace the battery. They said that they were and to bring it in.
They are not a licensed movado dealer and do not stand behind there mistakes!!! Do not believe anything they say! They are crooks!!!
Evidently, the man that took my watch to replace the battery, in the process damaged the face of the watch, the movement, and terribly scratched the back, as well. I did not notice this at the time, since the gentleman never brought my watch back to me, but instead walked out and proceeded to tell me that the battery was not the problem, and they would need to send it to their watch maker. (Which I assumed was Movado, since I was told earlier they were an authorized dealer.)
I was called two days later with a price of $190.00 to fix the movement, refinish the face and replace the battery. At this time, I realized that this was NOT Movado! I was furious! But, instead of getting mad on the phone with the watchmaker, I called the jeweler that I had originally bought the watch from and stated what had happened.
My jeweler, who is an authorized Movado dealer, opened the watch in front of me and showed me the damage that the amateurs did. THEY RUINED MY HUSBAND'S WATCH!!! They didn't know how to appropriately replace the battery and ruined the movement and face.
I called LANCE'S back and spoke with Alecia, which was very professional, however I had to call her back because it had been 4 days since I explained to her what had happened. They were un-resourceful and told me that I was lying and the watch was tampered with. It is evident that these people are crooks and are only after money and not customer loyalty. It is also evident that when they are given the opportunity to correct a mistake, because mistakes happen, they won't even attempt, but instead try to put the blame on the customer.
The worst part of the story happens to be, now, since I was lied to in the beginning about them being a licensed Movado dealer, and THEY WERE/ARE NOT... I have to pay out of pocket $200.00 to Movado to have them fix my watch that only needed a battery replaced in the first place.
Because they are not a licensed movado dealer, lance"s jewelers voided my warranty with movado by tampering with my watch and in the process ruined the movement, face, and back of the watch. My husband only wore it once, and that was for our wedding day.
This place is a pathetic excuse for customer service and customer advocacy.
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