I’d imagine that being a Rolex AD comes with the expectation you’re promoting the brand. Very rarely will a customer buy a watch every time they enter a shop. So some will try in that AD and buy in another but it works both ways. Hence, I’d imagine Rolex would want consistency in customer service, and this wouldn’t be the consistency that matches their brand. Billions spent in advertising. So while it is the ADs choice how to behave it is als Rolex’s decision as to whether they still want them to be an AD. I’d personally email Rolex detailing your experience and copy this thread in. It’s not a complaint, simply letting them know of your experience and then let them decide how to act.