A Singapore couple received a nasty shock after spending close to S$36,000 on what they believed was an authentic luxury timepiece, only to later discover the watch may not be genuine. The incident has since sparked a wider conversation about the risks of purchasing high-value secondhand goods, and what consumer rights look like in such disputes.
The couple had purchased a Rolex Daytona from Maxi-Cash, a well-known pawnbroking chain in Singapore, for S$35,800. Their intention was heartfelt — they wanted to set the watch aside as a meaningful coming-of-age gift for their 15-year-old son. However, what started as a sentimental investment quickly turned into a distressing ordeal.
The wife, identified only as Madam Tan, aged 50, visited the Maxi-Cash roadshow at Lot One shopping centre in December 2025 alongside her husband, where they completed the purchase.
The Moment Everything Unravelled
According to Shin Min Daily News, Several months later, in March 2026, the couple happened to be in the Orchard Road area and decided to bring the watch to an authorised Rolex service centre for routine servicing — a sensible step for any owner of a high-end luxury watch investment. What they were told next left them stunned.
According to Madam Tan, the service centre staff conducted their standard checks and found that whilst the serial number on the watch matched the one printed on the certificate of authenticity, the number itself did not appear anywhere in Rolex’s official records. On that basis, the staff concluded the timepiece was not genuine and declined to service it. The couple had already paid S$1,600 in servicing fees at this point, adding further financial sting to the situation.
Despite presenting their proof of purchase, the Rolex service staff maintained their position, leaving the couple in a deeply uncomfortable and costly predicament.
A Dispute Over Refunds and Resolution
Madam Tan and her husband promptly visited a Maxi-Cash outlet to raise the matter. She noted that when pawn shop staff asked to take the watch back for internal investigations, the couple declined and instead filed a police report on the spot. They were subsequently advised by the police to follow the pawn shop’s official processes.
Maxi-Cash responded by offering a full refund along with a S$500 goodwill voucher — an offer that Madam Tan turned down. Her reasoning was practical: the refund would be credited back to her credit card account rather than returned in cash, which she found unsatisfactory. More importantly, she expressed that what she truly wanted was a direct one-to-one exchange for a verified, authentic Rolex watch.
“I don’t need the S$500 gift voucher. I hope to get a one-to-one swap, exchanging for an authentic watch,” she was reported as saying.
What Maxi-Cash Has to Say
In response to media queries, a Maxi-Cash spokesperson stated that the company had not received any formal documentation or independent proof confirming the watch was counterfeit — only the verbal assessment of the Rolex service centre staff. The company also noted that it had requested the customer return the watch in its original packaging for further inspection, but this request was declined by the couple.
Maxi-Cash emphasised that it takes product authentication extremely seriously. The company outlined that all secondhand watches undergo a rigorous 16-step verification process carried out by trained experts before being placed on sale. Where necessary, watches are also repaired using genuine Rolex components. The firm added that it continually invests in both equipment and staff training to uphold the quality of its verification standards.
A Cautionary Tale for Luxury Goods Buyers
Madam Tan, who had previously purchased gold jewellery from Maxi-Cash without incident, acknowledged that her past positive experiences were part of why she had felt comfortable making such a significant purchase there. However, she said the ordeal had changed her outlook entirely.
“After this experience, we’ve decided not to buy items from pawn shops,” she stated, adding that she hoped sharing her story would serve as a reminder for others to exercise caution when purchasing secondhand luxury watches or other high-value goods through the secondary market.
For anyone considering purchasing pre-owned luxury items — whether watches, jewellery, or other high-value consumer goods — this case underscores the importance of independent authentication, thorough due diligence, and understanding your consumer rights before committing to any significant financial outlay.