In August, I bought a new Rolex for my wife and then wanted to exchange it for a larger model. After an exhausting ordeal in trying to contact customer service, I sent the watch back and they placed the order for the new watch and gave me a delivery estimate of 2-4 weeks.
Jomashop kept the $9300 that was paid and said they would hold on to it and use it as a credit against the new watch. After waiting 6 weeks, they still had not shipped the watch. I could not get customer service by phone or email. Then Jomashop closed for religious observance, after which the humans came back but their voice message system was still on sabbatical (not accepting calls).
I called American Express and filed an inquiry thinking that should get their attention. The Jomashop response: to cancel the sale and refund the purchase less a $750.00 restocking fee. I was told at that point that any inquiry results in a canceled sale per company policy, and that if I place another order they would refund the restocking fee. A week later I received an email: “Good news, we have located your watch.
We expect it to ship in 3-4 weeks”. Well, if you’ve “located” the watch why would it take 3-4 weeks to ship? Clearly more lies, smoke & mirrors so that they could report back to American Express that they were shipping the watch, close the dispute inquiry, and start over again. The fact is they just could not deliver the goods.
I followed American Express’ advice and ceased communications with Jomashop. Buyer Beware! If you absolutely must buy from this company, then know what you want, exactly what you want and by no means should you buy a luxury watch over $4000. Jomashop will charge you an 8% restocking fee on any watch over $4000, and God help you if you need customer service!
One would think that a transaction of this large amount should command a little more attention. In my many years of buying from online retailers I’ve never experienced such indifference towards customers. They just don’t care and will lie to you and tell you what you want to hear just to be able to hang up the phone. It is now mid-December and Jomashop still has not responded to American Express’ request for information.
I got my money back this week, but only because American Express took it back.
I will never do business with Jomashop again. I will see to it that everyone I know and care about never does business with Jomashop.
Monetary Loss: $9300.