ComplaintsforCitizen Watch Company of America, Inc.
Watch Repair
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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
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
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
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 $349.12 for the repair.I tried to call them every day for a week, they never picked up. I emailed them, on the returned email they said they will reply within 1 business days, however they never replied.Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a Bulova watch worth 900$ 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
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
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.Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 3/15/2023 I sent my watch in for repair. The watch was cleaned, and the ******* was replaced. I received the watch back and left it in the box until I needed to send my second watch in for repair. At this time I discovered the inner bezel was missing. When calling I found no one wanted to have anything to do with me. I would like my watch put back in the shape it was when I sent it in plus the repairs I paid for. Invoice # SO00343619 PO # RG202313327 *** ******* See PictureInitial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Bulova watch from Amazon in June of 2021. The watch has served me well, but the battery died recently after two years of use. When I tried to open the case to replace the battery, three screws removed with ease, and the fourth wouldn't budge. I took the watch to a professional watch repair person. She couldn't remove the s**** either. I called Citizen (the parent company of Bulova) and was given instructions for sending the watch in for evaluation. I assumed this would be processed as a warranty claim -- the watch was basically faulty from the time it left the factory with this bad s**** A couple weeks later, however, I received an email with an invoice stating it would cost $66 for repair and return of the watch. I called Citizen back and explained why I thought this should be a warranty claim and was told they determined a weak battery had been installed by a third party. I assured her the watch had not been worked on since I purchased it in 2023. Besides, my issue wasn't the battery itself, rather it was ACCESSING the battery. The representative said the case should never be opened by a consumer or third party. It should only be opened by one of two repair locations in ********** or *****. I explained that this was unacceptable, and that I should be able to replace the battery of my watch on my own or at any repair shop I wish. She said those were the terms of the warranty and that Citizen was unwilling to budge.Bottom line: Neither I nor a professional were able to open the case to repair this watch. That is a manufacturing defect, and the watch needs to be repaired or replaced at Citizen's expense not mine.Initial Complaint
11/03/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
PAid for 2 link for a watch . Was changed and told the order was ****** / never heard back from citizen . Called customer ********************** to be transferred to 8 different people then no one answers the phone
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Customer Complaints Summary
23 total complaints in the last 3 years.
15 complaints closed in the last 12 months.