Rivoli Group
Reviews and Complaints

Dear,
My name is Salman, yesterday (12/08/2019, approximate time was 2:45 to 3:15 PM) me and my brother visited to your rivoli branch in Ajman city centre and we had a very bad reaction from your sales staffs. Our intention was to buy two watches, when we enter to your shop there was 3 staffs(1 girl and two guys). When we enter to the shop no wishes or welcoming from them. We don't have any problem for that bcs many people coming to malls for just time pass. But we surprised when another customer came some minutes after and that customer was an Imarati. One of your staff rushed to him and wished, treated him very well. Actually that customer was for just looking and asking price and we came to buy at any cost. We asked to your guys why you do this to us. May be they think that we are not going to buy. And the lady staff given a very nice reply that they were in a confusion that who will go to treat us(almost 3 minutes in confusion😊).

This complaint is not for making any troubles to the sales staffs, i really don't want that. But you should aware them to treat all customers in same manner. Not to look their style or nationality. Me and my brothers are also working in sales and we know how to treat a customers. Anyway we left that showroom and gone to Hour Choice branch in Lulu Ajman. They were very nice and we bought two watches, one tissot and another one from Rado. I am attaching the bill of the same and you can see the time of purchase is just after one hour we left your Ajman City Centre showroom. This is my humble request to the management, Please inform your staff to treat every customer same.

Good morning swatch company,
This the below message sent three times to fi rivoli group in united arab emirates in abu dhabi regrading an issue in my watch and I sent it three times and no reply or answer for me as customer preferred to buy from your respected trademark "dear rivoli group,
Good day, I bought a swatch watch from your branch in dalma mall 9/2018 and since that time with good using everything was perfect untill before 2 months I started notice a scratch and injuries to the band and I will show it in pictures, so as any customer I visited the branch to solve that problem as i'm dealing with nice, respectful company but the answer was" sorry we can't do anything for you as band not covered with guarantee "so I wanted to send an email for you guys and consider this issue by find solution to my problem, actually I never use my watch in unprofessional, improbably way to make it become like that,
I waiting your reply,"

Dear Team

I have to express my frustration on owning a Mont Blanc pen. I have bought this pen with great pride and the body keeps cracking almost every year.

Twice I have replaced the body of the instrument with a cost of AED 700. enclosed below is the service done.

Instrument was around AED 1450 and each year spend around AED 700. Extremely unreliable. My experience with RIVOLI after sales service team has been unpleasant.

This is my 2nd time writing a complaint and they have not responded. I think I need to report it to consumer court.

I am contactable on my email [protected]@gmail.com and [protected]

Sent from my iPhone

Begin forwarded message:

From: Service Center
Date: June 6, 2018 at 8:23:38 AM GMT+4
To:
Subject: REGARDING MONTBLANC WRITING INSTRUMENT ROF # 09405RF00902

Dear Customer,

Thank you for choosing Rivoli Group for servicing your MONTBLANC WRITING INSTRUMENT .

Please find attached the Service Report for the Repair order form no. 09405RF00902 for your reference.
We look forward to your continued patronage.

Regards,
Rivoli Customer Care

This is a system generated mail. Please do not reply.

Dear All,

My name is Sameh, I am fond of watches and truly loyal customer of Tissot.
I bought four watches from Tissot for me and my wife.

my complaint is that M/s Rivoli, the exclusive Dealer/Agent of Tissot here in Qatar have imposed very high charges for their regular maintenance service for my automatic watch. Repair Order Form details are as follows: ROF No. 31103RF02232
Their price to do so is QR 395 ( USD 108 ) which is almost double rated compared with previous Dealer/Agent M/s Crono.

I tried my best to negotiate Rivoli to offer me a reasonable price, same like previous Dealer/Agent so that I can pay and get the service done, but they disregarded my request. and the watch is still with them unrepaired.

I hereby request M/s Tissot to contact M/s Rivoli and ask them to offer better and reasonable prices for their services, and, also, pay their best attention to customers, so that I can enjoy wearing it back.

please, do your best to support your customers and feedback at your earliest, return your result of investigation to my email as below.

my email is [protected]@redcoalmana.com;
my contact is [protected]

I bought a watch from Montblonc Ibn Battuta Mall Dubai, 2 months later I realized that it is loosing time, than I went to store in order to ask it's reason. They said that it must be winded in each two days. Anyway, I followed their requirements but it was still losing time.
They requested it to sent their repair center. According to their said because of magnetic environment it can be happened it must me adjust again.
Anyway my watch stayed 1 week in the repair center of Rivoli. They said that its a part from inside should be changed, you should kicked it or dropped but we will fix its problem in warranty. One week later I got my watch but it's proble is same, lose time.
Now I talked with store but I cannot find anyone to get Solutions. I will never buy anything from Rivoli group due to their bad service and I am certainly offer do not go this group to buy anything.
While buying process they are so helpful, after sales awful.

I bought a longines watch as agift for my husband for 6668 uae dirhams from Mirdif city center branch. When he tried it on the strap was small. I immediately contacted the shop. I was told that they dont have bigger strap but they can order for me with extra charge. Knowing how expensive the strap is I decided to return the watch. I was told that I cannot return it I can only exchange it. My husband only wants the type I bought for him and I am willing to exchange with the one with bigger strap. Not having the strap is not our problem.

Your policy says goods can be exchanged if unused I want to exchange it with larger strap.

Dr. Sulayma Albarwani
[protected]@squ.edu.om
+968-[protected]

I bought a Mont Blanc belt that does not sit properly on the pants.
I went back to the Abu Dhabi Mall branch where I bought it from, explained the problem to the staff & supervisor (Naveen) and showed him the problem that he could not ignore or say it is not valid.
he then asked me to take the belt to the customer service as they are the ones who are authorized to take decisions of changing items, however after 3 weeks I received a call informing me that they did not find any problem in the belt buckle and they will not do anything about. (basically, take it or leave it)
I called Mont Blanc head office in Hamburg, they gave me the Mont Blanc complaints email whom I contacted, then again after 2 weeks I received an email informing me that nothing will happen.
the disappointing part of this is that I was never called by anyone to know what is exactly the problem, everyone tells me we checked it and it is fine.
if you refer to Naveen, he has observed the problem and told me that "this is because of your body figure as this requires a slimmer body"
this is an expensive belt (1000AED) and I'm a regular loyal customer of Mont Blanc (I bought 2 wallets, 1 eye glass, 2 pens, 1 belt)
despite sending emails and follow ups, the team is not responding and are VERY unprofessional in their communication.
the belt is still in your custody under receipt number (ROF 09405RF01025)
MODEL 114423
I'm looking for a refund not an exchange and am expecting a phone call from a SENIOR person who can take decisions.
very bad experience, you should provide more trainings to your customer service staff and ensure they respond to emails & complaints in a timely manner.

In addition to the above, I've sent 3 complaints on the Mont Blanc website but never received a response.

you can reach me on [protected]

This is with utter dissatisfaction of service rendered by your store in Mirdif City centre.

Being a loyal customer of Rivoli, had come to your store on 06 October 2018 for purchase of lens for a prescription provided by a doctor.

One Mr. Mohammed had convinced me to buy a lens regular wear, of Airwear 1.59 transitions Sig VII grey Crizal A2 (curved) as I specifically asked for the best for the eyes and I had made the payment of AED 1, 010/- on the same day of 6th October 2018.

On the same day, I had provided the frame (worth AED750/-) to fit the lens, as the frame suggested by your staff for stock available at your store, did not fit my budget.

On 11th October 2018, had come to collect the lens as I was intimated to do so.

Upon trying the lens, the vision was blurry and unclear. Immediately I intimated that the glass was not right and was a disaster as vision was wavy. Another staff also confirmed that this lens was not correct and was not advisable at all to wear for driving.

But since differences at initial stages is bound to be present, I took delivery and confirmed that I would return the lens if I dont feel comfortable to which your staff Ms.Aleksandra agreed as well.

Next day I tried the glasses and removed it immediatelyimmediately, but I was pretty sure I would have rammed somewhere if I only drove with those glasses, it was that bad.

Hence, I went back the very next day 12 October 2018 and returned the glasses and to find a solution.

I was tested with vision once again and the glasses at your store and found a major difference in power since it was curved.

I was suggested to have the lens popped out of the glass and fet a new frame and that Your store would call and intimate me to collect the frame and arrange for replacement or exchange with the store from where I bought the frame, and the day for exchange also was in that week, for which I agreed politely.

On 18th I voluntarily went to your office since I had not recieved any call for the collection of the frame, as as it was close to a month where after I made the purchase the lens and my money was With Rivoli, due to this delay.

On 22nd October recieved a call from your store to contact the people marked this email.

I now am standing on 26 October 2018 still no solution for my purchase.

Crux: Sales person has directly impacted my purchase and has falsely hidden the fact that for person of my age was not fit for a curved lens.

Kindly arrange for a solution in this regards at the earliest as my money and the product is still with Rivoli since 6th October 2018.

I visited the Rivoli eyezone branch in Sahara centre and almost finalised a GUESS sunglasse.we had fer vouchers which we had to reddem but the staff was very rude and impatient.there were 2 lady staff and they were behaving as if we didnt have a status to buy that hence we are using the free vouchers.it was gifted to us by friends and the expiry date was in nxt 2 days.there two ladies were gigling among themselves on us.i want the management to take action on both of them as they dont deserve to be in customercare.please call me on [protected] with the result of the action takem.please check the cameras if u want.thanks

Purchase a tissot watch worth 2800 dirhams and seen that the bezel ring is missing after second day of use. Given for service and they are claiming that the watch may fell down and you have to pay for it. Finally I have given it for servicing and received call that the watch can be repaired if you agree to pay. The watch still looks like brand new and never fell down. Never expected such a poor quality product from tissot and such a bad service from rivoli. Its the second time I am having a bad experience from rivoli.
I will never trust warranty or service from rivoli again and its better to go for other retailers or online retails, at least they are providing better price than rivoli.

I purchased one TOM-FORD Eyewear from Rivoli Eye Zone Mega Mall.

SR. NO : 12114BJO000270.

I purchashed this on 12-1-2018, after 2 to 3 weeks I had to take back the frame seeing a discolouration happening on the side of my frame, when I communicated the same to Rivoli staff, he said he is coming across this first time, then he took my frame and he told we will put some balm provided by company. again after tat next month I had to go with same issue they told I will send it to service centre and try and replace and then after from service centre they did polishing and provided the same frame, but again now its getting discolored when I enquire in diffrent eyezone Tom Ford is a massive brand they are hearing for the first time.
my concern is after buying an expensive frame from an authorised dealer, I should take the frame to the same outlet every 3 weeks to get polished, if it happed with around 1 year could understand. but what is the exact cause, I dont want to come every evertime and just do polishing, do u think its a customer satisfying way to approch this.
I have mont blanc frame but dont have any issue. I really want this to be taken into consideration. rivoli have all the track records of me coming with the same thing.

I have purchased an Anne Klein watch in 2015 . Even within warranty period of 1 year even until present year 2017, the multiple stones surrounding the watch frame keeps falling off. Each time a different stone falls out. This is only an indication that the brand itself or the material used by the brand to stick the stones is not of superior quality. I have returned back the same watch for repair approximately 4-5 times already from the purchase date and this have caused me so much inconvenience and would continue to do so while I am possession of the watch. I am in possession of other watch brands of the same level for about ten years or so, but none of its stone fell out since the time I purchased.

I have addressed this with the Hour Choice branch, Rivoli Group, Anne Klein team - asking for a resolution on this repetitive problem. I proposed for a money back (even not the full amount) as it is not ideal for me to keep the watch anymore with its repetitive issue, however they are not accommodating enough to support their customer even if the reoccurring problem is the brand and product itself. How many times I would have to send the watch over and over again for each stone falling out while in possession of it during my lifetime? I have not requested for a product replacement within warranty period as I was assured that the issue will not happen again after 1-2 repairs. I believe my request is only reasonable as I have already sent the same watch for repair for over 4 times. I truly have lost confidence on both Anne Klein, Rivoli and Hour Choice and will highly encourage people around not to purchase anything from both the brand and store due to their faulty product and poor customer support.

One more thing, they have poor centralized record system to track customer complaints and repair issues. I have returned back the same item around 4-5 times already in the last two years but it is not recorded on their system? How poor is that? I will not be wasting time reporting or complaining about this issue to the concerned body, probably to UAE Ministry of Economy if not deemed important and factual. I just feel the need to communicate my rights as a consumer and be given what is due to me.

Dear rivoli group,
I am writing this in very much disappointment and depression. I had purchased a tissot watch in february this year. Just 15days after the battery stopped working. Okie never mind I had given for repair. The rivoli team repaired it saying it was foc because there was issue with the battery. And time went by today morning, I am looking at watch and it's not working. How am I to trust the watches bought from rivoli. Over 10 years I am buying from rivoli and first time I am facing this issue. I need a proper solution for this issue - refund or a different model watch. I don't require this watch to be repaired and given back to me. Please take an immediate action and inform me asap.

I went to the Rivoli shop in Khalidiyah mall on the 23rd at around 8 30 pm to exchange a watch which I was gifted from someone. It’s the 17th day today after purchase and the salesman and a lady (Ms Dipti and I don’t remember the guy’s name) there told me I can’t exchange the watch because it was more than 14 days from the date of purchase. I explained them the reason that I had traveled to my home country for a short vacation. I requested them to help me as I had travelled all the way from dubai to exchange this as it was purchased from Khalidiyah mall branch. I thought they would help me better because it was purchased from there itself. They told me it was already more than 14 days and there’s nothing they could do about it. They told me to go to some outlet in Dubai and check if they could help us and that there’s nothing extra they could do just because it was bought from this branch itself. I am a regular customer of Rivoli and this isn’t the type of customer service I expect.
I then went to Al Wahda Mall branch Rivoli outlet and met Mr. Praveen who got the approval for exchange and did it for me in a few minutes. I got another watch of my choice which was a few hundred dirhams more than the other exchanged watch. The staff in Al wahda were very friendly and this was the customer service I expect being a regular customer of Rivoli. I’m glad I went to Al Wahda mall and gave it a try instead of going to unknown outlets in Dubai.
So disappointed that the staff in khalidiyah mall didn’t even try to help me when they could actually help.

Date of incident: September 1, 2017
Complaint against a staff named Tony who wears eyeglasses.
Branch: Al Ghurair mall in Deira, Dubai, UAE

I visited your Tissot branch in Al Ghurair mall to ask for the current price of Tissot T-race though I already have one Tissot T-race and a Rado Florence, bought from your kiosk in Lamcy Plaza and Al Ghurair branch, some years ago.

To my surprise, as I entered your shop in Al Ghurair, there was a staff named Tony who never bothered to greet nor smile nor assist me, as your customer. When I was about to ask the price of the Tissot T-race, he just left to talk to another staff. Then that staff was the one who assisted me. I asked this staff if that guy (Tony) speaks English because he never uttered a word and I did not hear what they were talking about, anyway.

When I was talking to this staff who assisted, this Tony asked me if I was saying something. So i told him what I had to say. To make the long story short, his response to me, your customer, was 'Don't lose your manners.' I told him he is the one who doesn't have manners.

Well, is this the way you trained your staff on how to handle customers? A customer was pissed off with the behavior of your own staff and his response was 'Don't lose your manners.' And for your information, he kept saying the same sentence over and over again until I left your shop.

Are you really serious of hiring a staff who has the worst behavior and who do not have manners at all as a front liner of your Tissot shop?

Rivoli Group handles one of the best brands in the world, and you really hired someone like that Tony?

Seriously?!?! It's a shame!

I am writing to convey my extreme displeasure on the way your Company has been handling the damage caused to my Tag Heuer optical frame (model CFlex) that I gave to your Al Wahda mall branch for making new glasses for the frame. I gave the order (Job order 12111BJO000227) on 14.04.2017 and was called on 18.04.2017 to collect it. I was surprised to find that the lenses had wrong power to which the optician apologized and assured it will be fixed in the next few days. As expected, I did get a call in the next few days and when I went to collect the frame, I was shocked to find the frame was stuck together with glue and the fitting was poor to the extent that I thought it was done by an amateur. I refused to take delivery and asked the optician Siddharth to return the frame in original condition without the lenses and refund the money I paid. He agreed and since then I am chasing your staff at the store to get my frame back or compensate me for the loss. It has been over 2 months and the issue is still not resolved. I was told that I can select an alternate frame with value of AED 1, 800 but I cannot find anything in your store of my liking. My requests for refund in cash or replacement of the exact same frame has fallen on deaf ears. I am really upset with this issue and having waited this long, will not hesitate to escalate it to the concerned consumer court/justice body in Abu Dhabi if this issue is not resolved in the next 2 days. I expect a response affirming action taken to close this matter.

Please allow me to start by saying that you have the most horrible customer service in the UAE!
I have given my watch to Rivoli, Ibn Batuta branch on the 19th of December 2016 for a battery change only, and till now I haven’t received it.
I have tried calling the branch where they have advised me to do their job and follow up with the service centre. I have tried contacting the service centre 5 times with no ANSWER!
Repair order number 05113RF02730.
I want an answer asap if you only care about your customers! This is so much unacceptable where you have got all the new look shops with an awful service.
Nihal barhoush
[protected]

On the 13th of January 2016 I gave my Bulova Accutron watch in at the Rivoli Group's Marina Mall (Abu Dhabi) location to have moisture within the clock, removed. There was mechanical absolutely nothing wrong with my watch as it is practically brand new as it was purchased in March 2015.

It has now been 3 months and I still have not received my watch. When I call ([protected] - claim no 05117RF00149) I am told they are awaiting spare parts - no spare parts were required.

I would like my watch back immediately even if no repairs have been done. This is the worst service I have ever been subjected to and will never use, nor refer anyone to use the Rivoli Group.

I have bought 10 watches from the Rivoli Group here in Dubai. 3 of them are from SWATCH brand while the other 7 are TIMEX & Citizen.
the issue that the three SWATCH watchs Glass were broken exactly in the same place within the first yearof use, while the other 5 watches are running Ok since 6 years, so it is a defect in the SWATCH itself and not due to my isage . and when I went to the dealer ( Rivoli Group) they tole me that the glass is not under warranty !

checking with other friends in my company, they had the same problem and one of them through 2 SWATCHs in the past 5 years due to glass broken !

I bought a cirtina 1888 watch in 2008
And as it brand I have beef told that's five years warranty
And it should be registered on the system by me
Now they are asking for the warranty card which no body keep and they ask for almost 300 $
Which is really high almost 40% of the original price
I informed them to return my watch and I will through it and never by any brands distribute by rivoli group
I had very good experience with movado they real gret