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I received a Tissot watch I bought as genuine. It had no manufacturers label as proof of authenticity and there is no record of the warranty on the manufacturers online site. Therefore it is fake. I contacted them and asked for them to receive the watch back but they ghosted me.
I want to share my very bad experience with SwissGallery.ae so others can avoid the hassle I went through.
I placed an order after confirming with them on WhatsApp that delivery would take 5 to 9 days. However, after tracking the order for over a month, I still received nothing. When I tried to contact them through WhatsApp and email, they completely stopped responding.
Frustrated, I filed a complaint with Dubai Customer Rights, but unfortunately, they couldn’t help because the merchant’s trading license details were missing from the website and emails.
Next, I raised a dispute with my bank, providing all the evidence, and thankfully the bank accepted the case, informing me the process could take 45–120 days. While waiting, I also filed an eCrime report with Dubai Police, providing all the purchase details. After two weeks, the police began investigating and uncovered the business details:
License No: 1380985
Business Name: SWISS PALACE FOR WATCHES EST.
Thanks to Dubai Police, the merchant was forced to accept the bank dispute, and after three months, I finally got my money back.
⚠️ Warning to buyers:
I purchased a TAG Heuer Aquaracer from SwissGallery.ae, and had it verified by TAG Heuer’s official service center in Dubai. They confirmed the watch was counterfeit, citing dial, movement, and alignment issues.
I paid AED 6,500 believing it was genuine, as advertised. Fortunately, I retained the invoice and have submitted a refund request.
Until resolved, I strongly recommend others avoid SwissGallery.ae unless they provide official warranty cards and proof of authenticity from TAG Heuer.
Learn from this—always verify luxury watches directly with the brand after purchase.
Website says 24/7 customer support
Guys never reply, even when you raise a ticket they don’t respond!
Extremely poor customer support, staff must all be given a warning
I got an email saying flight with my product has arrived at the UAE airport but it’s been 2 days, maybe the watch got lost at immigration and needs Marhaba service
Will never order from here again and I urge everyone else never to order from these guys!!
On [DECEMBER 2, 2024], I placed an order with Swiss Gallery AE, but the experience since then has been nothing short of frustrating and disappointing.
Here are the key issues I have encountered:
1. Lack of Communication from Merchant: Despite repeated attempts to reach the merchant for updates or assistance regarding my order, they have failed to respond adequately to my queries. Only for them to email, 29 days later and shipping the item without prior confirmation.
Communicated with them via whatsapp:
+971 50 470 1400
Emailed them via:
info@swissgalleryDOT(ae)
(I indicated this just in case you would have to ask again if I messaged the correct contact number and email address)
2. Blocked on WhatsApp: I have made several attempts to reach out for resolution, only to find myself blocked on WhatsApp. Cutting off any potential for dialogue and resolution. 2 of my friends tried reaching out to the merchant and their messages went through. Still, no resolution. However, in my desperate attempt, my husband (thru his own number) contacted them regarding the same issue (without disclosing the connection to my order), and the team responded.
3. Denial of Help: When I sought assistance from the merchant, they explicitly said “no” and denied offering any support, leaving me stranded with no solution.
I have informed them that I am no longer be accepting the item because of my experience with them but they informed Tabby that they can’t cancel it because of their terms. Which I believe supersedes any dissatisfaction and disrespect a customer experienced with them.
Never consider ordering here for they don’t care about what you feel.
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