Exterior damage on Dior watch

I am writing to formally raise a complaint regarding the handling of my yellow Dior watch, including its additional extensions, which were submitted to Luxity at Menlyn Main for valuation.

At the time of submission, photographs of the watch were taken, and I was expressly informed by their sales representative that the item would be secure and covered under their all-risk insurance while in their custody.

The watch was subsequently sent to a third-party evaluator in Sandton for authentication. Following this process, I received a written cash offer from Luxity, which I formally accepted. Only after my acceptance was I informed that the watch would need to be returned to the third-party evaluator. Thereafter, I received communication from their Head Buyer disputing the authentication, despite the prior offer having been made and accepted.

Upon return of the watch to me, I immediately observed that several exterior mother-of-pearl components and small diamonds appeared to be missing. In addition, the extra extensions that were originally submitted with the watch were no longer included. These concerns were reported in writing to their Manager at the time of collection.

Despite this, subsequent correspondence from Luxity has indicated that the company does not accept responsibility for the condition in which the watch was returned to me. I was instead advised to obtain repair quotations, after which the matter would be “considered.”

I have since consulted two independent repair centres, both of which provided verbal estimates in the range of R500–R800. I was advised that a formal written quotation would require the watch to be booked in for a detailed assessment.

Given that the watch was in their custody, and based on the assurances provided regarding its safety and insurance coverage, I find it unacceptable that it has been returned in a materially altered condition and that accountability has not been acknowledged. I request that this matter be addressed as a priority. Specifically, I expect a clear resolution regarding responsibility for the missing components and associated repair costs, as well as the missing extensions.

I trust that Luxity will treat this matter with the seriousness it warrants and provide a prompt and fair resolution. Before and after pictures are available.