Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased extra links online with a ***resentative on Sept 30, 2024. After receiving the links, we went to add them to our existing watch band and realized they did not match. I contacted customer ********************** on Oct 17th and they provided me with a *** p***aid return label to return the links for a full refund. I mailed the package to them on Oct 22nd with the p***aid return label. On October 24th, Citizen refused deliver of the package and said receiver did not want per label on the package. On October 30th, I received the package back in my mailbox with a note that said Delivery refused, receiver did not want. On Nov 1st, I called Citizen to explain what had happened and to see why they refused the return with their p***aid label. I was told they would refund my money without a return in the next 7-10 business days. I waiting until Nov 18th and then called again asking for a refund status since it had been more than 7-10 business days. I was told they were expediting my request for a refund and sending me an email that day. I never received an email. I called again on Nov 22nd, asked to speak to management, was told I would get a call back by the end of the day which I never did. I called again on Nov 26th and was told there were no updates to my order case per the **** waiting on hold for approx 20 minutes to try to get a manager on line with the *** I was chatting with and was told ***** was answering him and that he would escalate my case again and I would have a call back by end of day. I once again did not receive an email or phone call back. I am looking to get a full refund of my money for incorrect links that I was told back in October I could get for a total of $41.97.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a Citizens divers watch at Reeds jewelers on September 21, 2023 for $476.00. The crown and stem on the watch broke and came out of the watch. The crown and stem of the watch are critical in changing the date and time. The watch does keep time when you move but if it should ever stop, you can't change the time or the date, making the watch useless. I sent the watch to Reeds, they were unable to repair the watch. I sent the watch to the Citizen watch repair center per the guidelines and form on their website. Citizen has a 5 year limited warranty on their watches. I received an email stating that I must pay $82.68 to repair the stem and crown. I spoke to customer ********************** (*******), who advised she could only deduct a small portion and still have me pay roughly $39.00. I advised I would be sending a letter to Mr. ***** CEO of Citizen and filing with the BBB for not honoring their 5 year limited warranty. It should be noted that I recorded the phone conversation with Citizen's customer ********************** (*******) as she advised I was being recorded as well. I did ask for an email confirmation of what we spoke of and she would have it sent to me within the hour. I have not received any email from Citizen's customer ********************** ********** I have heard that the warranty may not cover the stem and crown but this watch is less than a year old and the watch is useless without the stem and crown working properly. I am asking for the full amount of the repair of $82.68 to be waived.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In late June 2023 I received a Citizen ** smart hybrid watch for my birthday. By mid-July 2024 the watch was having problems and would no longer charge. I sent the watch to Citizen for repair. After a few weeks I received an email stating they did not have the parts to repair my watch and that I could buy another at a discounted rate otherwise my broken product would be returned to me.Reading the Citizen warranty info the ** hybrid smart watches have a 2-year warranty. Furthermore, the same watch I own is still being sold by Citizen on their website.I spent approximately $30 to send my watch to the company for repair despite the 2-year warranty. Being that the company still sells the same exact watch new, they SHOULD be able to repair or replace the watch which is still under warranty.Refusing to honor their warranty terms of service in an attempt to scam customers into buying a replacement, even at a discount is dishonest

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased Citizen watch at ****** on 3-14-23.The watch completely stopped in January 2024. After numerous unreturned phone calls I followed instructions on the Citizen website for returning watch to them for warranty repairs. The original shipped package was refused and retuned to me. They said they refused it because the package was damaged. I re-shipped it. On 3-6-24 I received this email: ******* (Citizen Consumer Support) Mar 6, 2024, 10:44AM PST Hello *****, We are reaching out regarding your watch SO00387919 that was mailed to our repair department. The watch has been evaluated and determmined it is keeping time and date. Your watch is also holding up a charge and was kept in observation to ensure it is keeping time. If no additional parts are needed for your watch please advise so we can return your watch back. Thank you! We appreciate the opportunity to respond to your inquiry and hope this is useful.Sincerely,******* ************* I gave them 'permission' to send my watch back to me. On 4-9-24 I sent email letting them know my watch had stopped again. They sent me a prepaid shipping label and I sent it back to them again. On 5-22-24 I emailed requesting the status of my watch. No response. My watch was delivered back to me on 5-29-24.On 6-5-24 I emailed to let them know I had received my watch but it's still not working properly. It keeps stopping. I have called and emailed 3-4 times since and have not received any response. I even set up an account on their website and can't get any help that way either.This is obviously a faulty watch and should be replaced.Thank you!

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an order: ******** The order was supposed to contained two CZ Smart Hybrid JX2017-56E watched and one Black Silicone Strap 59-S54434. When the package arrived there was only one watch inside the package. I contacted customer ********************** and they said that because of the weight maybe both watches were inside so they reported the entire package as lost even if I told them their is a missing item. I ask if there are images of both items being packed inside the box and they said no. I just want a refund to my original form of payment for my missing item which is 1 CZ Smart Hybrid watch and 1 silicone strap.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new Citizens hybrid watch for Christmas 2023. The charger chord became damaged. I would have been happy to buy another. Citizens part department says chord discontinued (even though watches still being sold new at retail stores). No aftermarket companies sell chord.I now own a several hundred dollar watch that is a paperweight.It is a reasonable expectation to be able to buy a chord for a new electronic device for several years.***********************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought this watch on Nov 26. 2021 for $307.39.The watch has a 5 year warranty, according to citizens warranty policy.The watch stopped working after purchase and I sent it to citizen, who received the watch on Jan 16. 2024. They neglected the warranty, and required me to pay $349.12 for the repair.I tried to call them every day for a week, they never picked up. I emailed them, on the returned email they said they will reply within 1 business days, however they never replied.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a Bulova watch worth 900$ that was purchased less than a month ago. This watch stopped working and even when it is under warranty, the citizen repair department is charging me 330$ to fix it, they said the watch has water damaged and i explained there was only ONE issue 6 months ago where I fell into a Kids pool (1.5 meters deep) but the watch NEVER touched the water, although water was splashed to me.. the watch kept working fine until6 months after then it stopped moving.. the repair center is now using that as an excuse to charge me a repair cost EVEN when the warranty book says that water damage is covered on watches marked "water resistant" and in this case not only is my watch marked with water resistan but also is covered if summerged under water of 30mts or less. I been contacting the repair department via email for one month now, and the team has refused to cover the warranty, i have called and requested supervisors and no one ever contact me.. I will like for Citizen / Bulova to repair my watch under its warranty or i will file a suit with the court of law and hire a lawyer..

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Citizens watch at ****** several months ago. It quit working properly after a couple months. Contacted Citizens about repair or replace as it has a two year warranty. It took a couple of weeks and multiple phone calls before they responded with instructions on how to send it to them. Followed those instructions exactly sending it via ***** However the watch was returned to me, refused by Citizens with no explanation.Have again tried numerous phone calls and emails looking for an answer and have received no response from them.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought an "ECO-DRIVE" watch on a cruise ship. It was under bright lights in the showcase. I was told the charge would last 6 months. It lasted 2 weeks. Citizen watch's website says "easy returns or exchanges". It does not state anything about that applying to online purchases only (per a customer ********************** rep). I was informed that this ECO FRIENDLY watch can be recharged in direct sunlight for **** hours or 200 HOURS, 8 inches from a lightbulb. THAT does not sound very eco-friendly. I feel this charging method and length of time should have been disclosed to the consumer prior to purchase. They will not allow me to return it. It's registered and I have the receipt. They advertise a 30 day money back guarantee. That does not apply if you bought it on a cruise ship. I even offered to accept a store credit to buy another watch that does not require this method of recharging. Further, the customer ********************** reps could not give an amount of time it would stay charged. Customer ********************** gave me an address to return the watch for inspection and possible repair without providing a shipping label. I spoke to a representative today who told me that I could return it for a refund, then transferred me to another rep. I waited 57 minutes for someone to answer then was told again that I cannot return it, contrary to what their website states. There should be a clear disclaimer provided when buying on a cruise ship that Citizen's "easy return and exchanges " does not apply.

*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. ↩