Unclear communication and disappointing handling of a 2021 in-person request
In June 2021, I visited the F.P. Journe boutique in Geneva in person and discussed an Octa Lune 40mm in platinum with salmon/rose gold dial.
The watch was discussed and configured together with the sales representative at the boutique, precisely because I wanted to avoid requesting a model with an unrealistic waiting time. The written email I received afterwards from the boutique stated: “I confirm that we have taken note of your order for an Octa Lune, in a 40mm Platinum case, with a rose Gold dial.” It also mentioned that I would be kept informed regarding production and delivery.
In the same email, I was also told that, “exceptionally”, my name had been added to the waiting list for an Elégante 48mm in Titalyt, while the estimated waiting time for that model was over eight years. Looking back, and considering what I have now been told, I find this very hard to take seriously. It gives the impression that terms such as “order” and “waiting list” were used in a way that created expectations which were not actually supported by the boutique’s process.
During these five years, I did call the boutique a few times to ask for updates. Each time, I was simply told that the watch was not yet available. At no point was I told that my request was only a “wish”, or that I was expected to remain frequently in touch or visit the boutique in Geneva in order to improve my chances of allocation.
It was only after almost five years, and only after I explicitly asked for clarification by email, that I was told this was in fact only a “wish” attached to my profile, with no delivery estimate, no commitment, and no real possibility of updates unless I remained frequently in touch with the boutique or visited Geneva.
I live in Zurich and Geneva is not a city I visit frequently. I do not consider it reasonable to be expected to drive almost three hours to a boutique simply in order to remain visible as a client. If I happen to be in Geneva and have time, I may visit the boutique, but I do not think this should be treated as a necessary condition to keep a five-year request alive.
I fully understand limited production and high demand. What I find unacceptable is the lack of clarity. If this was only a wish with no timeline and no realistic expectation, this should have been clearly explained in 2021, not almost five years later.
In my opinion, asking clients to “build a relationship” mainly through frequent contact or visits to the boutique, while providing no clear information about their request, is not a serious way to manage expectations.
This review is based on my personal experience and on my written correspondence with the F.P. Journe Geneva boutique.