My wife purchased a watch through Zavius Jewelers, in Rockford, IL earlier in June. She was told by them that this was a special order, since they did not carry that item. They ordered the watch, sold it to my wife and kept it in their safe at the store location until 7/15. When we checked the return policy, the receipt said 14 days from date of purchase. I wanted to return the watch for personal reasons however. Since the watch had been on site until three days prior, we hoped this would not be a problem. We were wrong about that, but not for the reason we thought. We were told that the store had to purchase the watch themselves, as they did not carry that line. They said that returns on special orders were not possible and that this situation had never come up before. On 7/21, I drove to the store and spoke to the salesperson, as well as the store manager who confirmed that they would not make an exception, nor would the ""company that we deal with"" that they sourced the piece from. The store suggested that I sell the watch myself on eBay, or that they would try to sell it on consignment.
My issue with this transaction is not that the store did not make an exception to their return policy, the fact is, for this purchase there was no return policy. My wife was not informed of this fact prior to making the purchase. The store would not provide the name of the merchant that the watch came from and have offered no solution. I am deeply disappointed by the store manager's attitude towards this transaction and cannot believe that this is the kind of experience that Tag-Heuer wishes for it's customers.
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