Rivoli Group review: Watches

I am writing to express my deep disappointment and frustration regarding a recent purchase and subsequent service experience at Rivoli.

I purchased two watches from Rivoli, Sahara Centre outlet, which amounted to a total of 1,500 AED - Brand Kenneth Cole.

I was initially thrilled with my purchase and intended to gift one of the watches to my fiancé on his birthday. However, our excitement turned into disappointment when we discovered that one of the watches was not functioning when I presented it as a birthday gift. In response, we promptly visited your store and were assured by your technician that a new battery would resolve the issue. We left the watch with you, expecting a quick resolution. The following day, I returned to collect the watch, but my fiancé and I decided that a replacement would be a more appropriate solution, considering the watch's brand and reputation.

I discussed this with Mr. Parkash, who initially agreed to arrange for a replacement. Regrettably, it took an astonishing 15 days for him to get back to me with news of the replacement. When I finally returned to the store to receive the supposed "new" watch, I was appalled to discover that it appeared used, stained, and dirty.

This was a stark deviation from the quality I expected from a brand like yours. I expressed my dissatisfaction to Mr. Parkash, and he requested an additional two days to address the issue. After another two days, I visited your store once more, only to find that the watch still had problems. Not only was it in poor cosmetic condition, but the date was also inaccurately set. To add to my frustration, Mr. Parkash was not present, and the staff suggested I rectify the date issue myself.

Moreover, I complaint about this whole situation with one of your call center agent Miss Nikita, she asked me to write an email as well. I wrote the whole scenario and no one reverts. One stupid guy called me and asked me about my email what I have written. He was again inquiring everything, and did nothing.

I must say that this entire experience has been extremely disappointing and embarrassing, especially considering the high regard I held for your brand. It's disheartening to witness such a lack of commitment to customer satisfaction and quality assurance. This situation has not only left me upset but has also tarnished my perception of your brand. I am writing this email in the hope that you can provide some clarity and a satisfactory resolution to this matter. I believe it is only fair that I receive a watch that is both fully functional and in pristine condition, as one would expect when purchasing from a reputed brand like yours.

I look forward to your prompt response and a swift resolution to this unfortunate situation. I trust that you will take the necessary steps to rectify this matter and restore my confidence in your brand.