Prestons Reviews 84

I visited Preston’s in Leeds on 5 April and found it very emotional as this would have been a trip I would have been making with my late husband. On arrival we were introduced to Andrew, who I have to say was absolutely fantastic and looked after me and my sister in law in an exceptional manner. He was so so good, took his time, listened to what I had in mind and didn’t rush us at all. He was very professional, yet very caring and I have to say, we were both blown away by the whole experience. I can’t wait for the day when I can pick up my beautiful Rolex which will be treasured and means so so much to me. I can’t thank Andrew enough for the experience on what was initially a very hard thing to do due to the circumstances as he turned it into a happy and delightful day which I will never forget.

Very Poor Service at Guildford Branch -
Disappointed by lack of response to my inquiry despite previous significant purchase at your store. Hope for better service as a loyal customer.

Outstanding Service Fantastic Communication always professional however most of all very human down to earth i felt very welcome comfortable at ease
the whole experience was great fun exciting how it should be however sadly not always is .
Huge shout out and Thank You Zoe your a star a credit to Prestons indeed Rolex
Big Thank you to Andrew great sense of how to make people feel at ease and made welcome Top Man .
Thank you
Kindest Regards
Gerry

James made it a great experience from start to finish, would highly recommend. A1 service.

Tom is a great representative of the Prestons brand. He is always welcoming, and his expertise about horology is second to none. I really enjoyed my experience picking up a new time piece before my travel and look forward to continuing building my relationship with Prestons. Thank you to Tom and the wonderful team at Prestons!

Don’t tarnish all Rolex AD with the same brush

Just had the best experience ever at Preston’s Victoria gate Leeds

I’ve been working towards a Rolex explorer 1 36mm for a few years now and finally pulled the trigger and reached out to Preston’s diamonds Leeds

Initial comms over email from Shannon were amazing, I have a few other watches and know the scarcity vs demand of Rolex

She was informed, genuine and happy to assist in information/ other model considerations etc

After Shannon identifying I was well researched and knew my model choice was right for me, she booked me in for appointment on Tues 21st

The boutique experience was amazing. Niamh (hope that’s how you spell it) spent time getting to know me and my wife, we felt comfortable throughout. (Having had a less positive experience at another ad mid Covid) this was a breath of fresh air

I’d read the blogs, watched the videos, read the hype about ad experiences and can say Preston’s is not your average ad

Niamh showed me a couple of models outside of my preferred to show me options, dial sizes, DJ vs explorer. But as she had actively listened throughout, she was quick to acknowledge that although the other models were stunning IRL, the explorer was the one for me. Dial size, look on wrist was perfect. Niamh shared how to look at the watch on wrist, how it sat and how many links you should be able to see, but also knew it’s just as much about the customers preferences on wrist.

Then….Much to my surprise (expecting a wait list email and a polite, not today) Niamh returned from placing the other display models away, to advise that … in her words… ‘I’ve only ever seen this happen twice before’….. I was able to purchase on the day

I can’t tell you how happy I was and the whole experience has made me a Preston’s customer for life

Thank you Niamh, Shannon and Preston’s Leeds

Prestons Norwich, formerly Winsor Bishop.

Having received a detailed telephone quotation the previous day, I had an appointment to deliver my watch for service. I was received with the usual gushing attention and seated at a consultation table before being moved to "the Rolex area". Just a different table a few feet away. After logging details, the assistant announced the cost of the service which differed from the price quoted the previous day. No explanation could be given for the increase and the assistant manager was called. When I stated that it was yesterday's price that had brought me in and I had no intention of paying more, this individual, quite charmless and officious, re-stated the fact that I would be paying this increased price if, indeed, I wanted the service to be carried out. It was accepted that it was Winsor Bishop's error but that I would need be the one to pay for it.
I politely asked for the bracelet to be re-attached as I did not want them to do the work and from that point, the attitude of both the assistant manager and the assistant was nothing short of appalling. When the watch was returned to me, it was placed on the table in silence and the assistant simply walked away. All told, a level of arrogance that would be hard to find elsewhere.

We wanted a 3 stone ring updated as it was very old fashioned and worn, so having purchased from Prestons Wilmslow before we went there and saw Imogen Massey. Imogen couldn't have been more pleasant and helpful! We were shown various styles of settings and made our choice. Imogen sent our choice of setting and choice of metals to Prestons new workshop in London so they could prepare images for our approval. Even though Imogen was abroad on holiday she still took the time to email the images to us and we agreed to proceed.Our ring was made in time for us to collect it on our wedding anniversary. We are over the moon with our ring, It is absolutely stunning!! So anyone wanting a bespoke piece of jewellery could not do better than Prestons Wilmslow. Thank you to Imogen and Manager Jon for making our experience so wonderful and thank you to their new workshop in London for such a beautiful ring! Not to forget, thank you too for the beautiful flowers!

looking for a Rolex yacht master is been one year ago , so lucky that Preston wilmslow make my dream come true ,one of the lovely sales lady, her name ELLIE EDWARDS book me a appointment to feel for the watch, waI'msn't expect I can purchase anything ,Ellie make my day!!!success purchased my first Rolex watch!! Ellie was so friendly and service has been fantastic!

Picked up a Rolex Air king from Preston’s of Winslow today .Ellie Edwards was amazing.So helpful.The service I had was amazing.Will be back when my next Rolex arrives

I went in whilst visiting Guildford with the intention of buying a new watch. I own several time pieces but was interested in ordering a Rolex. Obviously as I own over 30 watches I was well aware I would need to order and wait. It is one of those brands that you aspire to and I knew what I would be spending cost wise. I went in and said to the lady I know I’m going to need to wait but what would be your recommendation with regards to entering Rolex watches. I was quite rudely told that there was no such thing a an entry level Rolex and that I couldn’t buy anything from the professional range. I didn’t even know there was a professional range that’s the point of going to the AD to get service and help. This lady was really rude and I can’t help but think she probably judged me on my appearance I was just wearing a pair of shorts and a t shirt but I was made to feel really unwelcome. Luckily for me I went to the tag retailer over the road and spent an hour choosing a new watch whilst my wife and I were given a glass of bubbly or 2. Don’t bother with this place go somewhere where they are not rude. I will order a Rolex but I’ll do it with the other chain I used on that day.

This store is beautiful and has lovely things but I found the attitude of the staff in the Wilmslow store to be lacking. I wanted a rolex for my husband and have been waiting for over 2 years for a deepsea which was quoted as being 12 month lead time, when I chased it up I was told it could never come.

I called the Wilmslow Store and made an appointment with Isabella .
I am a returning customer, Isabella was extremely knowledgeable, helpful, friendly and nothing was too much trouble when I was choosing my new Rolex yachtmaster .

Isabella made the purchase a pleasurable experience and we have ordered a new watch for my wife which she is looking forward to .

The staff in the store are so welcoming and I am looking forward to visiting in the near future .

I spent a very pleasant afternoon talking to Candace about my love of Rolex, prior to this Tom had been very helpful in returning emails which were of great help, and I couldn’t have been in better hands. Nothing was too much trouble and I was encouraged to try several watches on to ensure I was choosing the right one for me. I felt I was beginning a lifelong journey with Rolex and will definitely stay with Preston’s along the way.

Went into Prestons Guildford about 6 months ago to buy a Rolex as a well deserved present for my wife. It was a lower end watch but still a substantial investment. We were put on a list, I was unaware you could nit just buy them and walk out. We waited months with no contact from Prestons Guildford. My wife went in several times herself to chase and quite frankly was made to feel unimportant. Finally she was told there was little or no chance of getting a watch. Fair enough they should have told us this on day one and not wasted our time. I can only assume they are supplying a favoured select few with watches. Having given up on a new Rolex we decided to buy two Cartier pre owned tank watches. One fairly high end and and the other new. My wife telephoned to get the watch she wanted into store and tried to arrange an appointment. We actually wanted to buy two possibly three watches and view some new ones. They didn’t bother to call her back. What was supposed to be an enjoyable experience has left my wife not wanting to go in there again. Understandably! I am in the customer service business myself and at this level in the market its quite frankly appalling service . Prestons may find they will have to up their game in the very near future with the potential financial distress all businesses will face in the coming years. Very disappointed from a brand where I expected might higher levels of attention and service.
Update 2nd May 23
I have never ever changed a review before, but this one I have and deservedly so.
This is an example of how people and personalities determine customer service. The Original person my wife was dealing with no longer works at Prestons Guildford.
I have been involved with customer service for about 30 years. I always strive to provide the best service for all of our customers.
Despite the above I decided to go in with my wife and give them one last try. I was greeted by a new member of the team Shahnaz. She was very friendly and welcoming. She could not do enough to help us. We were so please with the watch and the service I decided to buy a Rolex for my wife's birthday. We were also dealing with Candace. I have to say the new team at Prestons Guildford nailed excellent customer service - completely the opposite from our experience months earlier.
We collected the Rolex yesterday. We were entertained with Coffee and Champagne. This gave it a real sense of occasion, as buying a Rolex should be.
What we were not expecting was a bottle of Bollinger to take home (yes the James Bond Champagne) being a Bond fan this was a very nice touch. But then on the way out they asked if we wouldn’t mind waiting for a few minutes as Candace wanted to have a chat. She appeared with a bouquet of flowers for the wife’s birthday, well that was so unexpected. Well done Prestons in Guildford. You turned around my experience, which I know from 30 years in the business is not easy to do. This is customer service at its best. The team at Guildford have made a customer for life. I can confidently recommend Shahnaz or Candace at Prestons Guildford if you are in the market for a watch or fine piece of Jewlery.

Met Maya and received very knowledgeable and professional advice on Rolex models. Would definitely recommend a very enjoyable visit and the tea is excellent too!.

Such a friendly welcome and we would like to single out Tom for his exceptional service. He is clearly very knowledgeable and passionate about the watch brand and made us feel at ease with our purchase.

Just before Xmas 2022,I took my Rolex Sea Dweller into Preston’s Guildford branch for a service,having previously been quoted by Chris the manager £600 for the service,a day after dropping off the watch I received a call from someone called Katie saying that in order to send the watch to their service dept,the need pre authorization from me for a further £650 of “possible” further service work they might have to do ? I refused and told them to contact me whenever that “possible” work was confirmed,as the tone of the call started to deteriorate,I ended the call,she then called me back and offered me £150 discount if I confirmed the pre authorisation,this. I refused as by then I had lost all confidence in Preston’s and told Katie to return my watch ASAP This took over a week as the watch had had been despatched to their service dept,this is not the sort of service level I expect of a high end jewellers and I would not recommend them to anyone !

I was looking for a special bracelet for my wife for Christmas and the service provided was second to none. I was unable to make it to the the showroom but Vicky was very accommodating. Multiple options were given to me with advice along with speedy communication along with delivery. Special mention to Vicky in Guildford for making it all happen. Thank you, C.

I took my Rolex watch for service in Leeds and got the same excellent service from Andrew as previously,who returned it within 4 weeks!
Richard Sykes.