WatchProSite|Market|Digest
WatchProSite|Market|Digest

Jaeger-LeCoultre

A Happy Ending!

 

I sent an email yesterday to JLC’s customer service/complaint address provided on its site and relayed all the details which led to my dissatisfaction with the outcome of a service issue. To my pleasant surprise, I received a phone call this morning from the Commercial Director of JLC’s East Coast division. He was professional, kind and accommodating. He said he spoke to the boutique manager and instructed her to refund the service charge in full (around $2,000) and invited me and my future son-in-law, to whom I gifted my Master Perpetual 8 Day, to participate in a Master Watchmaking Class next year when JLC’s flagship boutique opens in NYC. I couldn’t be more pleased with the outcome and my faith in JLC is totally restored. What an amazing outcome! Thank you Peter and JLC!

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17 Comments view entire thread 

Contact for JLC

 
By: RDSChicago : November 30th, 2023-19:58
I had an extremely disappointing customer experience at the New York City boutique. I would like to send an email to the CEO of JLC or another upper management person responsible for customer relation. Can anyone provide a name and email address? Thank yo... 

Sorry to hear that.

 
By: Thomas_3 : November 30th, 2023-20:23
On their website at the bottom there is a Contact Jaeger-LeCoultre option. I don't know who sees the messages but hopefully it would get passed up the chain of command to the right contact. Good luck.

You too?

 
By: myles721 : November 30th, 2023-20:34
Yeah I think they suck. Bought a Duoface from the boutique manager (don’t know if she is still there) had to exchange it THREE times and then only received a refund after I threatened to post a transcribed conversation from a taped recording I was forced ... 

Why a watch company whose prices are as high as they are want to

 
By: Thomas_3 : November 30th, 2023-20:53
treat customers that way is beyond me. All the apologies in the world don't excuse the way you were treated. There's plenty of other places to spend money on watches.

To be fair it's probably not all JLC's fault

 
By: andrea~ : November 30th, 2023-21:19
The staff of the Rome boutique has always treated me well and they have gone above and beyond for me.

+1

 
By: myles721 : December 1st, 2023-00:33
It’s been 8 years I (think) I’m over it. 🫥

Welcome to the club! I miss my JLC watches but after my service experience through the NYC boutique I couldn't enjoy the watches anymore. There's a reason there's no phone number on the website.

 
By: Fastwong : December 1st, 2023-00:26
FWIW, best luck I had was going through the website. A real person got back to me.... though not sure anything really came of it but at least I got a generic apology... virtually.

Nothing much to add on the official route - via the website.

 
By: Timeout : December 1st, 2023-01:44
I absolutely agree with the advice to try the web contact route. Don’t want to be a downer here - but I wouldn’t hold out much hope. JLC is a large(ish) part of the Richemont Specialist Watchmaker segment of its operations. At around 100,000 watches produ... 

Why such disappointments can happen is no fun when you aspected

 
By: LiftAngle51 : December 2nd, 2023-01:42
you bought from a reliable source. This is all behavior, an unpleasant treatment, not professional, bad. Why such a brands like JLC have people in their international network that ruin customer relationships is what you must avoid as brand. Work to do, or...  

A Happy Ending!

 
By: RDSChicago : December 2nd, 2023-03:08
I sent an email yesterday to JLC’s customer service/complaint address provided on its site and relayed all the details which led to my dissatisfaction with the outcome of a service issue. To my pleasant surprise, I received a phone call this morning from ...