Rolex Authorized Service Center

Excellent service and communication. Quick repairs at a reasonable price. Highly recommended.

Very disappointed. I will never set foot in here again and I will tell anyone that will listen about how bad of an experience I had. Brought my watch in there in the middle of Novemeber. Told I’d get a quote and to expect a couple weeks for them to turn it around. I called a few times because they HAD NOT even contacted me once letting me know they even have the watch– let alone what it was going to cost to repair and clean/​polish. Even after my calls. Zero information, zero follow up. I then miss out having the watch for Thanksgiving weekend. December starts, I place another call– nothing. The guy barely even is able to tell me they have the watch. By this point I think he should know my name– I knew his. Same guy answers the phone every time. Let alone that it’s ready and repaired and they’re sorry for the delay. Nothing. Middle of December, now I’m worried I won’t have for Christmas and a family wedding weekend we were attending and New Years event. They provide no information. I just talk to the same guy in the front there who I had already asked the same questions to and he provides no answers and says they will be in touch– he could care less. I then call on the 23^rd, he puts me on hold for a little then comes back on the line and says «may I call you back– I’m going to do some research.» Next thing I know it’s Christmas Eve and I realize the guy never got back to me. I call again and listen to a voice mail saying they’ll be back on January 4^th!!!
Unreal. I then get a call finally when they return around the 4^th/​5^th apologizing kind of and use the excuse that they had the wrong email and couldn’t reach me. And didn’t know what to do because I never responded. Like it was some perfectly excusable reason. And it’s been now 7 weeks and I had reached out to them so many times by phone– ME HAVING TO FOLLOW UP and meanwhile they had my phone number and the correct email on that sheet I filled out originally. Im totally pissed now. He then says I’ll email you the quote and you need to approve what route you want to go: it’s $ 870 to fix the clasp or ~$ 1870 to fix the clasp and clean it and service it. Which by the way if you have had other rolexes serviced before– this is on the very very high end in my experience. My Scottsdale jeweler would polish mine for no charge while I waited sometimes– or over a few hours in an afternoon. And service was $ 495 I believe.
Regardless I tell him it’s absolute bullshit and I’m not paying the full price for this terrible service and to go ahead and just repair the watch (keep in mind that he still hasn’t done the work) — he offers me $ 100 off. Ha. A hundred dollars! Thanks dude. So I get the watch today– they fixed the clasp perfectly fine– looks good and of course didn’t even try to polish anything else as maybe a sorry for keeping your watch for 9 weeks and still charging you $ 800. It still looks like shit. I’ll take it back to Scottsdale next trip unless someone else can recommend a place in Chicago that actually cares.
Oh and by the way they don’t take credit cards so bring check book or a wad of cash to the store like its 1979 again.
The worst service I’ve seen in a while. ⁰⁄₅.

I stopped in today to have the bracelet adjusted on my brand new Explorer. The man at the front desk was very helpful and polite and answered all of my questions. The adjustment was actually done while I waited and it fit perfectly afterwards. Really could not have been happier and I’ll be back come service time! This is a great resource for Chicago area Rolex owners.

Sutter’s is not cheap. Neither was your Rolex. Last February, I sent them my 30 year old Datejust for a much-​needed servicing. They acknowledged receipt and provided an estimate (roughly $ 600) within a day or so. They told me it would be about 3 weeks in-​shop time. It was finished within that time frame, and I sent them a check (no credit cards, please). When I got the watch back a couple days later, it had been repaired, cleaned and adjusted, polished, crystal and crown replaced, and it was running like new. Maybe better. The last time I set the watch was July 1^st. It is now September 29, and the watch is within 1 second of correct time. A well adjusted Rolex can be kept within a few seconds by varying its rest position at night. But only if it’s running just right. Sutter can do that. Don’t take chances — these are THE GUYS for your Rolex.

I have my Dad’s watch, which was grimy and wasnt working. I took it in, and was given a quote, which was just for a regular service. Now, the regular service is 636, which can feel like alot, especially since they only take cash or check… but they made my Dad’s watch look like new! (It also feels significantly lighter, but hey, this is an authorized repair center, and there really was alot of grime, and the band is longer, which is no biggie either) It is a Rolex, you are going to have to pay for service. 636 was really, in relation to how much Grandma’s Hermes Kelly bag cost to refurbish, quite reasonable. Also, the repair was done ahead of schedule. I was given a two week window, which was not bad at all, and they called two days before it was supposed to be ready (granted, right AT closing) so I could have it early. The guy there, while not a comedian by any means, is pleasant (try dealing with the Hermes people and you’ll understand what I mean) and really knows his stuff. A pretty good, easy experience.

They moved two years ago.
New address is:
30 N. Michigan Ave., STE 601
Chicago, IL 60 602
Same telephone: 312−782−7768
Hours:
M-​F 9am to 4pm
Sa & Su Closed
Enjoy.

Quality, timely (no pun) service.
I took my old Rolex in for repair in mid-​May after the crown popped out and the watch stopped. Was given a detailed service quote and ready date. Repairs were completed on the date and the dollar amount matched the estimate. Quality of the work is great — my watch is from the ‘60s or ‘70s (which I hadn’t known before, they told me by the serial #) and it looks/​runs brand new. They include a nice little case, fwiw.
This repair was expensive but it’s part of having an old Rolex and doing the right thing by going to an authorized servicer. They did a great job and I’ll continue to go there for regular service. Also, convenient location between the Randolph and Madison stops.