I bought my wife a vintage Cartier watch from Pragnells in Dec 24 for a special birthday. We have other Cartiers owned for decades and have found them to be trouble free and this particular watch stood out as singularly attractive piece. I have also previously bought a brand new watch from Pragnells and had another one serviced by them. My wife was unable to wear the watch on her birthday as the bracelet needed a spare link adding. This took about 5 hours to fit and we had to visit the shop 3 times before they managed to fit it. They admitted it had proved extremely difficult to fit, although a few months later changed their story to say they had just been very busy.My wife subsequently wore the watch 3 times. but each time the clasp came open during wearing. Each time my wife removed the watch from her wrist, wrapped it in tissue and placed in her hand bag. At this point we decided to return the watch, but as my wife picked the watch up, the diamond set crown wheel fell out! Fortunately, we were at home and able to locate the crownwheel.We returned the watch to Pragnells and heard nothing except a couple of holding emails until after 5 months we received an email to say the watch had suffered from accidental damage which was not covered by warranty and we were to pay approx £1,200 for repairs!! As you can imagine I was absolutely livid at this and demanded a refund. What had set out to be a special present had clearly fallen well short of expectations, made worse by Pragnells treatment of us.The current position is that Cartier have apparently returned the watch to Pragnells, although we are not privy to the extent of repairs. Pragnells have shared an extract from Cartiers investigation of the watch indicating faults and damage. The General Manager has told me the watch is now better than when we purchased it, suggesting to me that it must have been defective when we bought it.Understandably, we would prefer not to have anything further to do with this watch as we no longer trust the watch, or Pragnells response in the event of further issues. We want a refund, but the best Pragnells will offer is a credit to our account, or the watch back with a two year guarantee.
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Founded in 1954, our showrooms in Stratford-upon-Avon, London's Mayfair, and Leicester offer exquisite masterpieces, fine jewellery, engagement rings, antiques and bespoke jewellery services, and, as an Official Retailer of Rolex and Patek Philippe, the showrooms represent the very best in luxury Swiss timepieces.
