May 20, 2025 05:57 PM
2111 Views
On 6th May 2025, I purchased a Rado watch worth ₹;1.60 lakhs from the Ethos store in Pacific Mall, Dehradun, expecting a premium product and a premium buying experience. I chose Rado for its supposed global reputation and Ethos for being a trusted name in luxury retail. But within two weeks, the watch stopped working completely, something completely unacceptable for a so-called luxury brand.
On closer inspection, I noticed a screw had come loose and was visibly floating inside the watch case, causing the watch to stop functioning altogether. Let that sink in: a ₹;1.60 lakh watch failed not because of mishandling or an accident, but because a basic internal part came loose a clear manufacturing defect. This is not just disappointing; it is shocking and disgraceful coming from a brand like Rado.
Instead of standing by their product or honoring the customers' trust, Ethos washed their hands off the issue, saying, Only Rado will handle it, we don't offer replacements. So what exactly is the role of Ethos here? To take your money and vanish when something goes wrong? Where is the accountability?
Let's be clear: I am not asking for a repair under warranty. A brand-new luxury watch should not fail within 10 14 days. If it does, it is defective, and the only ethical, customer-friendly solution is a full refund or an immediate replacement. That's what any responsible brand or retailer would do in countries like the US or UK, where strong consumer protections exist and brands fear reputational damage. In India, however, these global companies behave like they're above accountability.
This entire experience has now made me question:
Was I sold a defective or previously returned product?
Was this watch repaired or repackaged before being sold?
Was the warranty reset or manipulated?
Is this watch even genuine?
Sadly, smaller cities like Dehradun are often treated like dumping grounds, where brands assume customers won't ask questions or fight back. This is an insult to every Indian consumer who trusts these brands with their hard-earned money.
And let's talk about the bigger picture:
If you are considering buying a premium watch in India, don't. You're much better off buying internationally, where brands offer real service, real accountability, and clear replacement policies. In India, brands like Rado, and retailers like Ethos, charge the same premium as in international markets, but when it comes to post-sale service, they provide not even 10% of the value.
This is a clear case of exploiting Indian customers, hiding behind weak consumer laws, and taking advantage of the trust people place in so-called luxury brands.
And Ethos, instead of protecting its customers and standing up for quality, has become nothing more than a fancy retail counter happy to sell you the product, but completely absent when problems arise. This is not just disappointing, it is deeply unethical and unprofessional.
In today's age, people are aware of the actual production costs of these watches. We don't pay a premium just for the physical product we pay for the trust, the craftsmanship, and the service that's supposed to come with it. If that service is missing, and the product quality is questionable, then the entire value proposition collapses.
This was my first experience with Rado, and possibly the last unless both Rado and Ethos step up, take responsibility, and make this right with either a full refund or a new replacement watch. Anything less would prove what this experience already suggests: that these brands are only interested in selling, not in serving.
