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Review 3/25/2010
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Mar 25th 2010: Communicated with Jason Smith for over a week by email about a particular two tone GMT watch that I saw on their auction. The auction expired without selling, so I arranged an appointment with Jason Smith at Time and Gems to see/buy the watch during my trip From Texas to Palm Springs on March 25th. I made and confirmed by email the March 25th noon appointment with Jason Smith, and called early this morning before they opened to let Jason know I was coming, as I was about to fight several hours of traffic during my drive from Palm Springs to Time and Gem's office in LA. I left a messeage for Jason Smith about 0730 or so to let him know I was still coming to my appointment. After 3 1/2 Hours of bumper to bumper traffic, I called Time and Gem about 11:00 and spoke to Jason Smith. I told him I was 30-45 mintues out, he then said he SOLD THE WATCH!!!!!!!!!!!!!!!!!!!!!!!!! Give me a break! He said, "sorry man." Where is the customer service??? My head almost exploded. If you have more sense than I do, stay away from Jason Smith and Time and Gem. He is a loser trying to make a sale, without regard to customer service! STAY AWAY!!!!!
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Business's response - on 6/17/2010
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I'm very sorry about your experience. It was an honest mistake on our part. We sell many watches every day and sometimes we make mistakes in terms of communication. 99% of the time, if someone wants to put a hold on the watch we recommend putting a deposit down, otherwise there is no guarantee that it will not be sold. This was one of those cases. However the lack of communication and your subsequent drive to only find out that the watch was already sold is inexcusable and I apologize for that.
I assure you that your experience is not indicative of our customer service and I'd like to do whatever we can within reason to make up for it.
We'd like to offer you a 10% discount on any watch in our inventory and feel free to contact me personally if you need help finding a watch in the future.
Austin, Sales Manager
Timeandgems.com
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