Rolex UK Head Office (Kings Hill Service Centre)

I had sent a vintage timepiece (ca 1960s) in for servicing. They came back with an estimate saying that they would like to replace the bezel, case, caseback, dial, and hands on the watch. I reminded them that they were dealing with a vintage piece in good working order, and by putting the original movement into what's essentially a new watch, its heritage would be compromised. I then requested them to simply service the watch. They refused, stating that all the replacements were deemed necessary to "repair" the watch. I was unaware that the watch was ever broken or in need of repair. So after two month's worth of time wasted, I asked them to send the watch back to me.

Don't even know what their own watches look like and they make the things. From a company that charges the earth for their watches you would expect a much more personal approach and service, but no the the receptionists hide behind bullet proof glass, they said my watch was a fake but couldn't even tell me why when he tried to point it out that it's a fake, he couldn't he was gob smacked. actually I challenge Rolex to prove my watch a fake I've owned it over 27years it works perfectly like new and never had a service POA via rolex and I sponsored the one of the class winner

As a Rolex customer & Aerial photographer, I couldn't resisting capturing some shots of the Rolex service centre at Kings Hill using my drone last week. The customer service from Rolex has always been excellent & I can't wait to reach the top of the waiting list for my next watch.

It should have been 5 stars bar one person in the service department who "appeared" half asleep when I asked questions on relevant subject matters. (The 2 chaps I spoke to Ian and Craig, my hat off to you).
Well as a new customer on my first time, I cant fault it all bar one or two very minor fripperies, that one can allow the current C19 issues against.
The watch a new old stock grey import from New York, went back to Tudor/Rolex for a full service and refurbishment and came back totally superlative.
The stops were pulled out here and for my £320 I am left partially speechless on the quality of the work.

Telephoned for an update, the receptionist put me through to service, nobody answered , and call was diverted to answer phone. I hung up deflated, leaving no name or contact details, feeling at that point In time, it would have been a futile excercise. Littteraly moments later, to my surprise, a technician returned my call, and delt with the enquiry, efficiently, politely, and professionably. Ten out of Ten Rolex. Great Service.

UPDATE. Received my watch back after having the Bezel re-aligned to 12 o clock. (a common fault I learned after doing some Google searches). now it's perfect and all done free of charge under Rolex
warranty. I would recommend anyone with the same issue to have it done and not to worry about your watch being damaged in anyway. it even came back with a free Rolex travel wallet, which was a nice gesture.
hope this helps to allay any fears.
Andy.

Very helpful staff and brillant communication . Beautiful place. Well worth visiting

You only need one watch apart from when it is for service and repair Rolex used to offer a loan watch ⌚ but not this time ?

Absolutely disgusting!!!
Lume pip fell out of my Tutor BB58 which is a year old. Took to store to send back to Rolex at Kings Hill for repair. Went to collect yesterday from store only to find that although the pip had been replaced, the bezel was loose (no crisp click) and had shocking amounts of back play! What has made me furious however, is that the watch bracelet was NOT my original one. Instead it returned with a clearly older much more heavily used bracelet from another watch. Links were stiff as well as being highly polished where it should be brushed, yet heavily scratched and dented showing clear signs that it had belonged to someone who works at a desk. The store manager was more than happy to send it back again to rolex however I'm so angry and disgusted the more I think about it!