Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They hit you with a 10% off banner when you enter their webpage which "appears" to require your email. Once you enter the email, they then ask for your cell phone number for text. If you don't provide it, you don't get the 10%, but they already scammed your email from you.And guess what... after you give them your cell phone... you will find out during the checkout process, that they only will honor the 10% for a few specific watches. What a scam to get your PI AND not honor their promised 10%.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is still in business, they have had numerous class action suits against them, however they still sell watches that claim they are dive watches and they are barely water resistant.

  Business Response

  Date: 03/13/2024

  Hello,

  We are sorry to hear of your experience with our watches. We attempted to look into your order history on our end and could not find any information. Can you provide us with proof of purchase as well as the experience you have had with the product ? We would like to further Review.

  We look forward to hearing from you. 

  Luminox *** 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21369499
  
  I am rejecting this response because: They know they sold my wife the watch, even though they claim they have no records. They are the only company in ******** who sells Navy Seal watches. If you check Reddit regarding this company there are numerous complaints of the same type. Furthermore there was a class action suit against this company for selling cheap water resistant watches as high quality dive watches good to 1640 under water. This is fraudulent. Their brand Navy Seal is misrepresentation promoting a tough diver type watch. These watches are cheap and not waterproof. My goal in filing this is to prevent other consumers from  being swindled by this company and their misrepresentation of the product. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a watch as a gift and it broke while under warranty. Contracted Luminox for repair and was give contacts to send it for repair. Those contacts never responded and Luminox offered no other resolution. Was left with a broke item that was under warranty.

  Business Response

  Date: 02/16/2024

  ******, 

   

  We are sorry to hear about your experience with the gifted watch. However, Proof of purchase is required for any kind of warranty repair. If proof of purchase is not provided the repair center can still fix the timepiece and will provide a quote once the watch is properly evaluated. We are happy to assist with initiating a repair with them. If you would like to have this repair sent to our repair facility. Please email us directly at ******************************* and we can put you in touch with the customer support team there. 

  Please let us know how you would like to proceed. We are happy to help. 

  Luminox *** 

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21243710
  
  I am rejecting this response because: watch was received as a gift and do not have a proof of purchase.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/26/2024

  Unfortunately, that is our warranty policy. Please review our warranty and repair service page on our website. It is attached to this message for your reference. If you have any further questions or concerns please feel free to reach out to us directly at *******************************

  We apologize for any inconvenience. 

  Luminox ***

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Warning: Disastrous Experience with Luminox ******************** Watch Attention Potential Buyers,I feel compelled to share my nightmarish experience with the Luminox ******************** watch. From the start, the first watch never worked, displaying a non-functioning seconds hand that prompted a return and attempted exchange. Shockingly, the replacement I received not only suffered from the same issue but also bore the identical barcode and serial number as the first one.To make matters worse, attempting to address this issue with the company has been an exercise in frustration. The customer service has proven to be of very poor qualityunresponsive and difficult to engage with, leaving my multiple inquiries unanswered. The suspicion that the same defective watch was sent back to me only adds to the authenticity concerns.This serves as a cautionary tale for those considering a purchase. The Luminox ******************** watch not only lacks quality control, but the unresponsive and challenging customer service, coupled with the potential for receiving the same faulty product, are red flags that should not be ignored.Save yourself the hassle and avoid the Luminox ******************** watch at all costs. There are undoubtedly better options out there with reputable companies that value their customers and stand by their products.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently given a Luminox watch as a gift. It stopped working in 2 months so I contacted their company. I spent $39 to return the broken watch to them by *** on Nov 6. On Nov 8, they emailed me to tell me I didn't have a warranty and they would charge $124.78 to fix it, or return the broken watch to me. I chose the return. Since this was a gift, I'm not asking for the purchase price back but they should return my shipping cost. And they should apologize for advertising "quality Swiss" watches when mine only worked for 2 months.

  Business Response

  Date: 11/28/2023

  Our service center is required to request proof of purchase for all warranty repairs. If no proof of purchase is provided the watch is evaluated and the customer is provided with a quote in which they can choose to decline or accept the costs to repair. In this case the customer was unable to provide proof of purchase due to the watch being gifted to him. In his communication with our service center he did not request a refund for any of the shipping charges. The shipping charge is to cover the cost of shipping to and from the repair facility with insurance both ways. This is a non refundable charge.This is listed within our terms and conditions that are accepted  upon initiating a repair through our repair portal. Please see attachments for reference.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20884583
  
  I am rejecting this response because: THEY NEVER RETURNED MY BROKEN WATCH BACK TO ME!!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/01/2023

  The customer needs to go into the repair portal and click the option to decline service in order for the defective watch to be sent back. We have contacted them directly to have the watch mailed back to the customerw.

   

   

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20884583
  
  I am rejecting this response because: I ASKED FOR THE WATCH TO BE SENT BACK TO ME. I DO NOT WANT TO PAY FOR THEM TO REPAIR. I'VE ALREADY PAID TO SHIP IT TO THEM. I WOULD LIKE THE FAULTY WATCH BACK.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Luminox watch from Amazon. 12 months after purchase the watch stopped keeping accurate time. Got an RMA and sent it for a warranty repair. ******** claim was denied with several generic reasons as to why it could have been denied. The only channel of communication with them was via text. When I asked for specifics I have yet to receive an answer. This has gone on for over a month. When I finally do get someone to answer Im asked for more or different information. I finally stopped sending info because Id send what they wanted and get no response or Id send what they asked for and then theyd ask for something else. Ive already provided all the necessary information for them to process the warranty claim. They did however send a quote for repair and I sent payment. After I sent payment I realized the watch shouldve been under warranty and questioned it. Ive only gotten the run around.

• Initial Complaint

  Date:08/30/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on line to buy a Luminox watch but i accidentally hit 2 instead of 1. I was sent 2 of the exact same watch. I contacted the company and I was given a *** return label. I returned the watch Luminox received the watch on August 16th. I have proof of delivery. I have been asking or trying to ask Luminox to please refund the $ back to my account. I get no responses and when I call no one answers so I leave voicemails and nothing. I am a Veteran and I dont understand why this company is ignoring my $800+ I should have back. I did my part I returned the unopened bran new watch. Id like my money now. Not a single email response or return call. 2 weeks gone by

• Initial Complaint

  Date:07/01/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch from luminox. This watch head snapped after just a month of use. I have formally requested a refund and Id happily ship the damaged item back as proof. Luminox has refused both a refund and an exchange and has refused to answer emails regarding a formal complaint. Im about ready to file a chargeback and file criminal charges for theft. Please reach out asap if youd like to avoid this action.

• Initial Complaint

  Date:05/18/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two weeks ago I ordered two watches from Luminox, one of them a collectors/specialty watch. The order has yet to be fulfilled besides for paying for expedited shipping and tracking. Calls and emails go unanswered as to track order status and tracking. This is not the first time I have had trouble with orders but they are a specialty Swiss watch company. Problems like this should not exist. I would be willing to have an exchange of items(s) ordered but I am pretty upset that this has been a repeated issue. So I have filed a complaint on my CC for a refund. I feel this should be now reported to the BBB. I have tried many times to resolve this issue. This is not a basic complaint of poor service at a public establishment. They have incredibly and repeatedly bad service.

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date: 9/2022 Purchase price: $521.22 Issue: Watch is fogging up (see link to class action lawsuit below). Filed warranty claim, paid require $30 professing fee, followed instructions and a sent watch ***** miles away to watch repair facility in ************. Watch has been awaiting repairs since 2/7.I am requesting that Luminox keep the defective watch and instead provide me with an immediate replacement for the following reasons:1) I bought a new premium grade watch less than 5 months ago. I don't want to replace it with a refurbished watch that *** still have issues. 2) I have been without my watch since 2/7 (about 1 month) while it has been in transit or sitting in ************ awaiting repairs. I need a replacement sooner so I can have access to a watch again. Looking forward to a quick and satisfactory resolution to this issue soon.