I went in to purchase a watch for my boyfriend and ended up purchasing one for myself, too. I explained to the sales person that I wanted a couple links taken out of mine since I would never wear it if I walked out and it didn't fit. Once the transaction was complete, I asked for links to be taken out and she brushed me off with a "we're too busy right now," which I understood considering it was a couple days before Christmas. I went to eat and came back hoping someone could help adjust the watch and waited almost one hour. Luis ended up helping me adjust my links and I purchased a couple bracelets that caught my eye while waiting. Luis was apologetic for the wait and for me not having the problem resolved immediately. He was friendly and worked as quickly as he could. He also introduced us to Cathy, the manager, who was also apologetic and went out of her way to make sure we left 100% satisfied. Thanks to Luis and Cathy!