Customer’s $12.5k Rolex watch malfunctions twice in 3 weeks; retailer threatens to punch him when he requests a refund


44-year-old Chen spent $12,500 on a second-hand Rolex watch at a store Far East Plaza, only for the watch to malfunction twice within three weeks.

When he returned to the store over the weekend to request a refund, the aggressive store owner, 58-year-old Xu, allegedly threatened to punch him:

“When I asked the owner for a refund, he said he wanted to punch me. I called a friend down to help mediate the situation, but he (the owner) became more aggressive.”

Chen told the Chinese daily that he had purchased the watch for $11,000 in February. He had meant for it to be a gift for his mother.

However, the watch malfunctioned just a few days after his purchase. When he brought it back to the store for repairs, Xu convinced him to buy additional accessories worth $1,500.

Two weeks later, the watch malfunctioned once again.

Angry, Chen returned to the store last Saturday, 21 Oct, around 4.45pm:

“I couldn’t put up with it anymore, and asked for a refund.”

Chen alleged that when he reached the store, Xu declined to attend to him and sent an employee to send him away. Enraged, Chen began scolding the store owner. He added:

“The owner became infuriated and threatened to punch me.
“He told me that he would not return to me the full sum, only 85 per cent of the amount. I was shocked by his belligerent behaviour and agreed to the arrangement.”

It was only after he received the 85 per cent refund that Chen apparently thought about the situation and grew unsatisfied. He called a friend who was nearby to negotiate with the owner:

“My friend is bigger in size than me.
“He asked the owner why he was bullying me, but the owner became more aggressive and told us that he would beat us both up.”

Xu, on the other hand, claimed that he was the victim in the incident. He alleged that Chen called his friend to intimidate him, even after receiving the refund and after declining an offer to repair the watch free of charge:

“I offered to help him repair the watch for free, but he did not want it.
“I refunded him the money and he was still unhappy, calling a friend down to intimidate me.
“His friend said he wanted to fight with me and also insulted me.”

When contacted, a police spokesman confirmed that the police arrived at the scene and advised the parties on their legal recourse.


  1. Your recourse besides engaging your lawyer is to take him to small claim tribunal or Case to arbitrate for you or deal with him with more legal punch jurisdiciuosly is by calling for your lawyer to press for assault and battery too besides the refund in the fair dealing act. And dont forget to seek the help of STPB to blacken the shop with a view to highlight to others not to have any transaction with shop which pays scant respect to customers.

  2. As I kept telling others….DO NOT BUY 2nd hand luxury watches. There are plenty of risk…as we all know…the watches comes with hundreds to thousands of small parts N you never know these parts have been replaced with inferior ones. Also not all features can be used.
    Go for authorised dealers….expensive then arrange for installment plans. Big tickets items can be arranged this way like cars. C’mon don’t be ashamed to pay monthly installment with 1 or 2 years you feel comfortable with.

    • You are right only to a certain extent in saying not to buy second hand luxury watches . As for any deal you need element of luck too as the defective parts may be inherent in the products like even new or flashy cars and even second hand card What is important is that the owner of the shop must do business with a heart and advocate good customer relationship ,and I had a good Friend specialised in Rolex and other high end time pieces fit 30 years and his reputation speaks for himself . So what ones should be aware is to find a reputable dealer than to be taken for a ride

  3. “When he brought it back to the store for repairs, Xu convinced him to buy additional accessories worth $1,500.”

    Accessories like what. GPS? Zoom lens?

  4. WTF..Ai Pi Ai Qing..I rather buy a brand new frm Hourglass even a lower end model than kena this kind of treatment.Do u think..he will refund you..he may hv been trying to sell this shit for decades.

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