Omega Boutique Houston Galleria lost my watch and came through!!

Someone at Omega boutique lost track of what customer aquisition cost means for any business, and how important it is to build customer loyalty for as niche a product as is a luxury watch.

I don't think any watch brand can afford to lose clients based on poor internal logistics (whether its sent via UPS, insuranced X value via XYZ is irrelevant), especially when the industry as a whole is suffering badly.

Customer should never be on the receiving end of the brands' internal mismanagements or errors. And thats clearly what this is.

Omega boutique should have already replaced the Speedmaster free of charge, and included some kind of free credit for its first service - along with a letter of apologies.

Do home insurance policies in the US provide cover for legal expenses? They normally do in the UK. May be worth investigating if you need to resort to the legal system to get made whole again.

Of course, one hopes sanity will prevail and the OB will do the right thing.

Unfortunately a watch isn't worth any more because of sentimental value.....

Just reading this thread - I've not checked the forums in a few weeks.

First, what a kick in the balls for the OP. Sorry for the loss of the watch and the pain of the follow up.

I had to pull up one part of just one of the comments above:


This would constitute insurance fraud here - please check with your insurance company before considering this course of action. Obviously different countries (and states) have different laws relating to insurance claims, not to mention the actual insurance contract.

Second, a specific call-out to Omega themselves. I realise that the loss of the watch in transit is not a fault of yours - I'm sure everyone here does - but a customer trusted you with one of his most prized possessions and, after you accepted that watch, it was lost or stolen. While you can't replace the lost watch, what you can do is offer an acceptable and equivalent replacement while following up with your own insurers for the value of the lost piece. Not only would this be greatly appreciated by your customer but it would also be a glowing recommendation of both your company and your authorised dealers. We would all be praising your commitment to your customers if you simply took that line.

Amazing story...
Just wondered if Omega has a " Classic " division where customers can give their vintage watches for a professional service with classic parts?
( in analogy with Porsche Classic - for vintage cars of the make )

If I misread your original post, I apologise. I thought you were suggesting he get a check from Omega and also claim on his insurance.

That would be my suggestion 😁

Regardless of the depreciated value of your sentimental 2009 model, as a matter of goodwill I'd think they'd at a minimum replace the watch with new one. Especially given the markup on a new one! Your depreciated value (and I get they likely wouldn't be liable nor could a value be assigned both parties would agree upon), would be close to their actual cost of a new one in their display case.

Here's what I'd do:
1. Go up the food chain of managers. What service-oriented organization would want a loyal high-end watch customer screwed due to their shipping vendor's mistake over their hard cost of a Speedy? 2. Demand the offer value in cash. There's probably nothing in their agreement with you that addresses only getting store credit in event of loss/damage. 3. Consider small claims court for the differential or full value. The case is argued by you and the court cost is all you're out if you lose. No atty fee. The limit is high enough to cover the differential between their offer and value of new. Also, these are decided solely by a judge and are a court of equity that can hear the claim of sentimentality. Who knows, you may get a judge that's a watch guy or lady!
4. Before you get the money (but I would have firm offer), tell them you're prepared to make it your life's mission to launch a campaign to get your story out via forums (multiple forums, multiple times), yelp, reviews of the business, social media, complaint to BBB, the list goes on. Businesses take reviews and social media seriously because people read them. This is factual - you can't slander anyone by putting forth factual info you can document.

As far as TV is concerned, personally I wouldn't bother. Not much of a personal interest story for luxury watch getting lost in transit. I don't think the sentimental angle would tip the scales from some competing story about a single mom wrongly evicted, yada yada....

Just my .02, but dang, sorry that happened.



Sent from my iPhone using Tapatalk

you will be fine they will replace it.

I for one will boycott the Houston Omega Boutique. I prefer the NYC OB on Fiifth Ave and the Dallas Omega Boutique at Northpark Mall. I hope the OP receives the compensation he deserves but I will never walk in the Houston Omega Boutique.

***An update***

I finally heard back from the Omega corporate office yesterday. The head of retail and I had a brief discussion as to the recent events. He was very apologetic and forthcoming as to a resolution. This past Monday I had emailed him what I thought would be an appropriate replacement. Without hesitation he approved the replacement timepiece. He stated that I would be able to pick up my new timepiece at my convenience, I would just have to make an appointment with Robert, the store manager. This morning I got in touch with Robert and met him up at the boutique. Robert had my selected watch ready for me, sized while I waited. Some Omega swagg was also included, which definitely made me feel special. We chatted about various other brands of watches, the history of Omega, and the future of the luxury watch industry. As I've stated before, Robert is a good guy...definitely a customer advocate.

In my last post I wrote that there is no watch that can replace what my father gave me, but I expect Omega to make things right. I can confidently say that they did eventually come through and restored my confidence in the brand. Thank you all for reading about my story and giving your input. All comments were very much appreciated.

Now the questions on every member's mind:

Will pudz stick around and become a regular member?

Will pudz at least come back and post photos of his replacement watch?

Enquiring minds want to know.

I want to know what watch he got 🙁

I shall withhold any and all 'likes' on this topic until a wrist pic is produced by the OP! I thought about being more dramatic with a hunger strike...but then I remembered how much I like food.