Tustains

POOR QUALITY CONTROL AND RUDE CUSTOMER SERVICE I purchased an Omega watch from Tustains which was posted to my home address. Upon arrival the crown was found to be faulty so I returned it to the shop for a replacement. Poor QC on Omegas part but happy with the service from Tustains at this stage. Would have been nice if it had been checked prior to dispatch but these things can happen and to be fair could easily be missed A week later I returned to the shop to collect the replacement. Assured in advance the crown was ok on the new watch The replacement, while slightly more functional than the previous watch, had similar crown issues and did not feel right either. The crown was again tight, without any spring when opening/closing and didnt feel or sound like it was winding correctly - in comparison the display model in the shop did not show any of these problems and worked fine (I had requested a new model right at the start) Despite it not being right the owner made it very clear he felt I was being overly fussy. He was very dismissive of the replacement being different to the display model - he didnt compare them or seem to want to understand. I felt under pressure to agree it was ok and also agree that all watches in general are a bit different (something I dont agree, there should be consistency within identical movements), despite my reservations I ended up leaving the shop with the replacement watch despite still not being sure I immediately had a bad feeling regarding the decision so returned 10 minutes later, I was not satisfied with the purchase, particularly due to the high value of the watch, and did not feel it was in the correct working condition I can accept the owner was disappointed that I had left and quickly returned after giving it some additional thought. Trust me - after half a tank of fuel, a now pointless credit check on my file, another watch that doesnt wind and wasting a days annual leave - I was equally disappointed! What I cannot accept is the childish and rude way the owner behaved when I returned by raising his voice in the store and acting in an angry bullying fashion. Like I was some sort of naughty child he was telling off! You could see the embarrassed looks on his colleagues faces as he shouted at me! It was very awkward. Perhaps you should focus your disappointment and anger on your supplier not your customer! At this stage no party is overly happy but you should perhaps give some thought as to why you are the only one raising their voice and acting aggressively! Bottom line if Im not completely satisfied, which I wasnt, then I am legally entitled to a refund - even if you dont agree with me then the least you can be is professional and polite. You were neither There were two opportunities to provide a watch with a functional crown and you failed on both occasions - you fully accepted the first one was faulty, your stance on the replacement exhibiting what is clearly a similar batch issue was shocking. The fact you pointedly checked the replacements crown and told me it was ok is also very concerning! Feeling aggrieved at how I was dealt with I called omega customer service on the way home who kindly laid their hands on a sample watch and clearly stated over the phone you SHOULD be able to both hear and feel the watch smoothly winding. The crown is sprung-loaded and when opened should click out and should need to be compressed prior to closing. Despite your insistence to the contrary there is clearly an issue with the crown spring on the replacement and also the winding function. I hope you return it to omega and dont try to force it on anyone else A quick google of the part number + crown issue also shows similar issues on omega forums - clearly a common fault! Omegas quality control and my expectations aside the sole reason I am writing this review is down to your unprofessional and rude behaviour after I returned to your store. Its not acceptable hence the honest review I would not recommend using Tustains based upon the above poor customer experience
May 1st, 2023

I have just purchased another Tudor from Becky and yet again it was it was a total pleasure doing business. The staff are always friendly and very knowledgeable, so I wouldn't hesitate in recommending Tustains. A++++++++++++++++
Apr 25th, 2023

Had the most wonderful experience having my mothers wedding and engagement rings remodelled. Becky was sensitive in her design bringing out the best features of the rings whilst picking up on my preferences. Im delighted with how it looks. Thank you so much. Sarah
Apr 24th, 2023

Mar 25th, 2023

Great service. Very pleased with purchases
Mar 15th, 2023