The Hour Glass
17 reviews
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I have been on an expression of interest list for 4 years for a Submariner. I have friends who have been on the same list for less than 2 years and received their watches. It seems as though they only sell Rolex to their friends Probably with a kick back.
Follow-up · Still terrible. No one has contacted me. The list is only applicable to people who the shop assistant is friends with so a total farce.
- +1
I usually avoid leaving negative reviews, but my experience with this company in Adelaide has left me deeply disappointed and upset. I first learned about The Hour Glass when I saw their opening sign in Rundle Mall, prompting me to reach out to their head office on February 2, 2024, regarding a watch I wanted for my collection. They confirmed my… Read more
request, and shortly after, their boutique opened in Adelaide.
On the opening day, the service was disappointing; the staff were still in the process of setting up the store. I informed them about my previous request, but they were unable to find it in their system. They took my details again, assuring me they would contact me once the watch became available. However, it was clear that they were using a tactic to boost their five-star reviews on Google. After leaving the store, I received an email asking me to rate their service, which felt misleading.
Many of the glowing reviews seem to come from people who are merely hoping to acquire high-end watches, but when you dig deeper, you'll find that customers like me have not received their desired pieces. As my wife’s birthday approached, I decided to purchase a watch for her, priced just under $40k, which was in stock. However, the store manager again refused to sell it to me, suggesting I wait until after her birthday. Afterward, when the watch was finally available, the store manager was persistently messaging me to rush to the store. When I finally arrived on Thursday, the watch was handed over in a way that felt anything but premium—more like buying something cheap from Bunnings, where even the management is more competent. To top it off, Annie's laugh when I mentioned hoping to see them again for my own watch was absolutely shameless; she just brushed it off, saying it was a long way to go.
Throughout this frustrating ordeal, I referred thousands of dollars in business to them but received no acknowledgment in return. Last month, in complete frustration, I sent an email to withdraw all my requests. I've seen other customers who visited after me walk away with their watches while I remained in limbo. It was a regrettable mistake to give this company a chance. If you're looking for a Rolex or even a mid-range model, do yourself a favor and visit the Adelaide Arcade Rolex store instead; they are locally owned and far more reliable.
Their generic responses to complaints only add to my frustration. I reached out via email last month and received no apology. Their standard reply stating they take feedback seriously and requesting my contact details feels insincere and does nothing to address the issue. It's painfully clear that this company is more focused on trapping customers into buying other watches rather than providing authentic service. I urge you to save yourself the trouble and avoid this establishment.
30.06.25
I would like to express my dissatisfaction with my recent experience at the store. I have all the evidence showing that the store manager pressured me to purchase a watch, despite my being outside of Adelaide. She called me on a Sunday, and I clearly communicated that the earliest I could come in was Thursday. I also made it known that I am willing to spend more money on your brand as long as I can acquire the watches I want for my collection.
Before sharing this review, I waited over a year without any communication from the team. I believe that [Name Removed] does not reflect the level of professionalism expected in this role. I urge others to be cautious of this seemingly upscale showroom and their insincere customer service. Please consider your needs carefully before making purchases
Just purchased a Tudor from Aleu at The Hour Glass Melbourne store - an all-round excellent choice of superior product made easy with a truly helpful and knowledgeable sales experience. Love the watch and I have to endorse the fine young gentleman that was a superb professional salesman. His across range product knowledge made my decision easier… Read more
and what was best suited to my needs. Aleu was a very personable and professional representative relevenat to the type of products you sell. All round very happy customer. Gerard
The Hour Glass Brisbane Boutique – I recently purchased a watch from The Hour Glass Brisbane Boutique. As we have been a regular customer for more than 15 years, their bespoke customer service, product knowledge, and attention to fine details has always been exceptional. On every visit we were politely greeted by the staff and addressed on a first name basis by Kevin Wang and… Read more
Sharon Pestana. I would highly recommend their boutique to all who are seeking to purchase a watch from an established and renowned purveyor of fine watches.
Watch purchase – Exceptional service . Quality product. Thanks Felix.I can't wait until next time !! Show details
Thank you for the experience! – I purchased my very first Rolex 2 weeks ago at the Brisbane Hourglass for a very special occassion. Kevin was good enough to advice me to pick three of the styles that I like so there is a bigger chance of getting at least one. I was told there is no timeframe how long the wait will be. I wasn't expecting one of the styles to arrive so soon but… Read more
lo and behold after 1 week Kevin sent me a message to advice that the watch has arrived! Thanks to Kevin for his patients and assistance, I didn't feel rushed into buying. I love the one I got and will enjoy wearing this. Thank you also to Sharon who was kind enough to assist us with the purchase on the day. The staff at Hourglass Brisbane has been very welcoming to customers like me. Overall it was a nice experience.
Outstanding service Pascal – Our experience purchasing a watch at The Hour Glass was excellent. Pascal was an outstanding salesperson, professional, with a high level of knowledge about the product. Show details
Poor experience - very disappointing – Shopping at the Hour Glass Sydney is a real hit and miss affair. The staff are arrogant, wouldn’t know the meaning of great customer service and have no interest in going the extra mile to help the customer. Wanting to buy a Rolex, and continually told there is no stock, however, there are customers there (obviously known to the staff) who were… Read more
happily collecting new watches. We were told there is an “Expressions of Interest” list, but no one EVER calls you back, you can email and call and you get no response. Go there in person and you are made to feel like you are imposing on their precious time. The manager of this store needs to review their staff and their processes and do better!
Incredible watches, attentive and knowledgeable service, made for an extremely pleasurable watch buying experience – I purchased a Zenith Defy Classic and am extremely happy with my purchase. Jesse was the sales person who assisted me and his professionalism and knowledge of all the watches I looked at was impeccable. I would highly recommend The Hour Glass and in particular, Jesse. My only regret is not doing it sooner. Show details
Fantastic Service – I purchased a black by 58 (blue) from Bella at the hourglass Brisbane today. Bella was extremely patient and professional in my dealings with her. This is not (by far) one of the more expensive pieces in the boutique, yet Bella was comfortable to spend a considerable amount of time with me so as to ensure that my choice was correct for me. Thank you very much for your time today Bella. I am extremely happy with my purchase. Show details
Would only use Hour Glass and Nathan! – I found Nathan excellent in product knowledge regarding watches . Nathan has sold me and my friend a few pieces. Nathan has showed a genuine interest in understanding what type of watch i was looking for. I will continue to go back to Nathan at Hour Glass Sydney! Nathan has now managed to secure my wife's Rolex (image attached). Another job well done. Show details
All about the experience! – Bella is the ultimate professional. Superbly knowledgeable and ensured my experience in my latest purchase was considered in every way. Very happy to have someone like her assist me with great support also from the rest of The Hour Glass Boutique. 10/10 Show details
Fantastic service at the Hour Glass – Very excited about buying my new Zenith Defy Skyline from the Hour Glass in Brisbane. The level of professionalism combined with genuine enthusiasm and care was exemplary. In particular Pascal in the lead up to the purchase and then at the store with Stuart who worked through the final pieces with attention to the little things that make for a great customer experience. Definitely recommend the Hour Glass to friends and family. Show details
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Perfect watch buying experience, again. Thankyou Bella – Where do i start, Thankyou Bella, again. I expressed an interest in a particular watch that I wanted a couple of months ago, unbelievably I received a call this week saying that the watch i wanted had arrived, i truely wasn't expecting the Hour Glass to source this particular watch so quickly. My wife and I have purchased two watches previously,… Read more
on both occasions we where guided by Bella with her knowledge, patients and excellent customer service. I would honestly recommend The Hour Glass and especially Bella to anyone who would like to explore the experience of purchasing a luxury watch and fantastic customer service that is lacking in many other stores.
Awful experience - look elsewhere – I love watches but this was a truly bad experience. I was a new prospective buyer at The Hour Glass, with no purchase history at their boutique. I was hoping to purchase a particular watch, an F.P. Journe, for whom The Hour Glass acts as exclusive distributors in Australia. I understood this particular model to be in high demand and most likely… Read more
unavailable. As such, I made it very clear I was happy to consider any other watch from the brand that was available, and that this was to celebrate a special personal milestone.
After a quick conversation over the phone I was invited into the Melbourne boutique to meet an employee, let’s call her R, who collected a variety of details, including why I was interested in the particular brand. I was repeatedly told about how important customer service was to The Hour Glass and promised a follow up call with someone from the Sydney boutique with more experience with the brand, however before having a chance to view any watches I was quickly rushed out. Unfortunately, the promised call also never came.
A few days later I tried to take matters into my own hands and contact the Sydney boutique directly. After around ten unsuccessful phone calls to their main business line (seriously, the number is listed online, give it a try) I finally got through to someone. She sounded bored and mildly irritated, and quickly told me she was unable to help personally, however promised that someone would reach out to me. To their credit, they did attempt a call a few hours later which I missed; I tried calling back immediately, for which there was no pick-up, and several times afterwards. There has been no pick-up, nor has there been a follow-up since.
At this point I should have thrown in the towel, but being exclusive distributors of F.P. Journe I pressed on and tried to contact someone through the website. I was sent a prompt albeit canned template response which noted that, although the watch was unavailable, the sales representative would be happy to “make myself available" to welcome me to the Sydney boutique, or alternatively arrange a virtual consultation. Great, progress! Without wanting to miss my one chance at contact I quickly fired back a response listing a few times I would be available; close to a week later, however, I still have not received a reply to this.
To bring things full circle, a few days after this I called R back to explain the process I’d been through. I was repeatedly cut off over the phone and forcefully reminded, without a hint of irony, how important customer service was to the Hour Glass. I was told the reason no one had reached out to me was that the watch was unavailable (which I already knew). Perhaps sensing my disappointment and frustration, I was asked to send an email with a formal expression of interest in F.P. Journe and the particular watch I was looking at, and promised the store manager would reach out to me on Saturday. At this point if you’re still around, you may be unsurprised to hear that no one called on Saturday, nor did anyone reply to the emailed expression of interest.
Perhaps there is a problem with their CRM, perhaps there is a problem with their phone line and email server. More likely, if my experience is anything to go by, the deeper issue is a fundamental lack of interest in the timepieces they’re selling and/or a unique indifference for the customer (or at least new customers). This would have been an egregious experience at a second-hand car dealer, never mind a high-end watch dealer.
I strongly recommend Watches of Switzerland who have passion, knowledge and a genuine willingness to help.
First Class Personal Service – This store has everything in your dreams, we were looked after by the wonderful trainee Pascal a very kind knowledgeable young man who was super friendly, it certainly didn't take to long for my husband to settle on the gorgeous Jaeger-LeCoultre which he know wears with pride, the patience and care given was exceptional and we would highly recommend this beautiful store! Show details
Fantastic watch store – A fantastic watch store in Brisbane. It has nice collection of luxury and more modestly priced time pieces. The staff are friendly, knowledgeable and supportive. A special thank you to Bella and Amanda for patiently guiding me through my selection of Rolex watches. I have also bought my first Oris dive watch at a great price and could not be happier. I will definitely be purchasing more watches through this store. Highly recommended!
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