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September 2023 by Kevin W
Had a lackluster visit here back in June and have gone back and forth about sharing my experience.I've been contemplating picking up an IWC Mark series for years and wanted to check out the new Mark XX. I have a local IWC dealer in Cleveland (Alson) that has always treated me well, but this was my first visit to an IWC Boutique.I was staying at the Waldorf Astoria which shares a courtyard with this store. My wife, nephew and I go to enter this boutique and we are behind another customer who showed up on a motorcycle. The door was locked (during opening hours - but maybe this is standard for this entrance), we wait to be rung in, upon entering we are abruptly asked if we are all together or not.. which, fine... but it was an odd line of questioning and it was fairly apparent that my family wasn't with the motorcycle rider, we just all had to wait in line to enter. Not a big deal, but there was no real welcome to the store.I was "helped" by a very well dressed young gentlemen with semi long hair and a pearl-like necklace (I didn't grab his name, nor did he offer it up - he looked well put together and the necklace looked great on him). He seemed a bit bothered by our presence and never asked if he could help us or any of the other pleasantries. I had to find him to see if he could assist me with a Mark XX, to which he did oblige, but again seemed rather annoyed at us being there.After a quick try on - it was clear that he wasn't really enthused with our presence, and since I had my young (18 year old) nephew with me, I wasn't going to keep him in an awkward situation.Needless to say, I was disappointed by my first IWC experience. I've owned many luxury watches (Omega, Breitling, Tudor etc etc) and had my hopes up that the IWC boutique would leave a lasting impression that would make me finally pull the trigger on a Mark XX, but it has sort of left a bit of a bad taste in my mouth.Not that it should matter - but all three of us were dressed smart/sport casual (it was a hot summer day), and I had an under the radar luxury watch on (as I do when I travel). While it shouldn't matter what I wear to determine if I'm assisted or not - that wasn't the issue in this instance.
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December 2022 by Tom Brunzelle
Dreaming. Researching. Dropped in the store with a few questions and was greeted by a team of world-class professionals. What a wonderful store, with the worlds best watches, and a knowledgeable team that knows all the details. Thank you for your time.
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December 2021 by Daryl Ward Snyder
If you want to experience five star customer service, before and after your purchase, get to know IWC representative Alex Baker. There’s nothing more important than follow up and follow through. Alex delivers on both.If an issue comes up, he fixes it quickly and does so with an upbeat attitude.Alex’s desire to provide a memorable interaction emanates from inside him. It’s who he is. That’s a skill and trait that can’t be taught. It’s innate. Any employer who finds an employee like Alex should hold onto him (or her) because they are rare and hard to find.Alex knows how to maximize social media for IWC. We’ve never met face to face, yet I purchased two new IWC watches from him after meeting on Instagram. He even found a buyer for a vintage piece I wanted to sell.Alex also has a great memory. When a rare Panerai was taken in on trade, he remembered I was looking for this model.I look forward to visiting all three of the Richemont boutiques (besides IWC, Panerai and A. Lange & Söhne) on my next trip to Chicago.Hats off to Alex Baker and Team IWC.
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December 2020 by Jordan Valleskey
I purchased my Omega Railmaster here a few weeks ago and love it as my new daily wrist piece. I came to this shop before going to Omega and immediately felt welcomed when I stepped in the door. Staff is extremely friendly and inviting, I didn’t feel like I was being sold to at all. I was helped by James who was highly knowledgeable and professional. He took the time to educate me on a few watches I had questions on. Rich also offered his advice which was very helpful as well. Needless to say I wanted to think about the watch, so I walked to the Omega store but turned around and came back after 5 minutes in there. Completely different experience and I will certainly be returning here in the future.
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December 2020 by Gail Bilenko
My Husband and I have been looking to buy him a nice watch for WHILE, he did a lot of online research, and we have tried on a few timepieces across MANY stores and THANK GOODNESS for Rich! He was soo helpful, He walked us through each of the brands they carry and explained the history of what makes each of the watches special and worth the investment! Andrew couldn't be happier with his new IWC he's already looking forward coming back for another one- Thank you Rich!
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December 2020 by Free Radical
For being a luxury boutique the staff is surprisingly approachable and open. Did not feel pressured once. Didn't feel like my presence there was contingent upon making a purchase. It felt more like I was amongst fellow watch enthusiasts who just wanted to talk about cool watches.
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December 2019 by Daniel Kim
Very pleasant store. The manager Rich helped me pick out this amazing time piece. I also got some gifts by IWC that I really liked.If you want an actual time piece that will last, be sure to stop by the store and check out their selection.
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December 2019 by Jonathan Lutz
This is a must go to place for watch enthusiasts! Absolutely a unique and first class boutique that features IWC, Panerai & Lange & Sohne watches. The store manager Rich was very kind, knowledgeable and professional. He took the time to show me multiple watches and never once pressured me into buying anything. I have been looking for a white dial watch for a long time and on several occasions, almost purchased something I liked, but didn't love, simply because I wanted to fill that space in my collection. I'm glad I waited, as I found the IWC Ingenieur and I absolutely love it. Thank you, Rich, for a great experience. I'm happy with my purchase and will definitely be back for the Perpetual Calendar sometime soon!
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December 2019 by Haris Hanjalic
Great looking store and selection, service was very nice. Didn’t end up purchasing a watch at the time but was treated very professionally.
