Luxury brands are often associated with exclusivity, elegance, and top-tier customer service.
But sometimes, the experience doesn’t quite match the reputation, especially when customers feel judged before they even step through the door.
One Malaysian man recently found himself in such a situation, and he didn’t hold back from sharing it online.
In a now-viral TikTok video, the man claimed he was denied entry to a Rolex boutique at Pavilion Kuala Lumpur.
According to him, a Sales Assistant (SA) blocked him from entering the store, and things took a turn for the worse when one of the staff members made an unexpected remark.
If you’re looking for Tissot or G-Shock, they’re not here, okay,” the staff reportedly told him.
That comment didn’t sit well with the man, who was left stunned by the assumption.
He questioned why a staff member, who isn’t even the owner, would say such a thing to a potential customer.
Rather than argue further, he decided to take his business elsewhere.
He headed to another luxury boutique just around the corner, Cartier, and to his surprise, received a much warmer welcome.
The difference in treatment was so stark that he felt compelled to highlight it in his video.
And it didn’t stop there. In the comments section, some netizens revealed that the man actually ended up purchasing a Cartier watch worth several thousand ringgit, a subtle flex that spoke louder than any response could.
This isn’t the first time Rolex has come under fire for being overly exclusive.
Globally, the brand is known for its tight purchasing policies.
According to luxury reseller Love Luxury, customers often face limited choices when buying Rolex models off the shelf.
Redesigned or rare models are typically reserved for selected individuals, rather than being available to the general public.
Even special edition watches are only sold for a limited time, making them even harder to get.
For those hoping to widen their options, the pre-owned market offers more variety but at a significantly higher price, especially for in-demand or limited-edition pieces.
At the end of the day, luxury may come with a high price tag but good customer service shouldn’t.
Watch the clip here:
