ComplaintsforCitizen Watch Company of America, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  They lost my watch in transit.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ******* cracked on my eco-drive tactical watch made/sold by Citizen. I found this companys information online for repairs. I mailed the watch in per instructions, got a receipt for it. They told me it would cost $63 (plus some change) to fix it and send back. I paid this amount on August 27th, 2023. I have used the contact us link on their website to get updates but there were no replies. Today is Oct 2, 2023, and am left to assume Ive been scammed by this company. I would like my watch fixed then returned in a reasonable amount of time. Yes they told me it would take 14 days which is fine but its well past 30 days now. If I cannot get the watch repaired I would like it returned along with the repair fees they charged me ($63).Due to this experience I will never purchase a Citizen watch again. If this repair service is a scam then wouldnt it be great if they could somehow be shut down?

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 2, In anticipation of an upcoming diving trip, I mailed my Citizen HyperAqualand Diving Watch (serial number ******, case number ************ to the ******** facility for a battery replacement. 10 days later I received an e-mail that the watch was received and would be evaluated. After two weeks I called the facility to inquire about the status and was told that the watch still had not yet been evaluated. Because the diving trip was approaching (Sept 8), I asked that the watch be returned. On September 5, 2023, *** delivered a package which contained an EMPTY Citizen box. The only theory that makes sense to me it that the box left the ******** facility empty. If it was stolen while in *** custody, I would likely have never received the shipping box, which was properly sealed and appeared normal. I have filed a claim with *** but, again, feel that something happened at *********** facility. I owned this watch for 20 years and it means a lot to me. I would respectfully ask that you attempt to locate my watch. If it cannot be recovered, I would ask that it be replaced with the same model - used/refurbished if necessary. If that is not possible, I would request that you replace it with a comparable diving watch. $279 in **** is comparable to over $800 at present and I cannot afford to buy one now that I am retired. I had used the ******** facility at least twice before for battery replacement and received excellent and prompt service.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i bought this watch in january. i only wore it a few times and it is supposed to be water prof up to 300 meters i went in my daughters pool one time and water got in the case i mailed it in to be repaired and didnt hear from the company for almost 2 months. I finally called them and they said they had been trying to email me. I put my return email on my paper work and hadnt heard from them at all. When i did reach them they said it was my fault because the stem was loose i dont believe that at all. they said i would have to pay 281 to repair the watch. this is ridiculous everything about this company is misleading. terrible customer ********************** and in my case the watch wasnt worn but maybe a dozen times. the warranty should have covered this. Need less to say I wouldnt recomend this company or its service.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a Citizen CZ Smart Watch which stopped working and is well within the 2 year warranty still. I followed the instructions and shipped the watch via **** Priority Mail on May 22, 2023. I packed the watch in a small box, covered in bubble wrap, placed inside another water / tear resistant envelope and finally within a priority mail envelope as recommended by the post office (instead of shipping directly in my own).On May 25 the package was out for delivery but was refused by Citizen. According to **** it was refused because it was damaged. The outer envelope had a small tear only. See attached pictured. I wouldn't even consider this as damaged and have seen much worse on the outside of packages.I called Citizen customer ********************** on May 30 and asked if you can cover the shipping since I have to pay again and this time more because I am going with *** (as recommended by your customer *********************** although the return instructions you provide on your site don't specify a preference for carrier. Your customer ********************** said no to paying for shipping. Now I am stuck with what I paid originally to **** ($9.65) and what I paid to *** today to have it shipped for the 2nd time in a week ($25.75)I feel that the refusal of the original **** shipment was unwarranted. There was hardly any damage. I want Citizen to reimburse me $25.75 for the shipping cost. I am only asking to be reimbursed for the 2nd time I had to ship it via ***.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an eco drive citizen watch and after a certain time screen started scratched they said should be ******** then after certain time the chain ******* ******** ******** ******* ******** ******* bad quality ********* I paid usd *** on that watch, I work at sea, I tried to send to a citizen watch repair they asked me to search on internet so I finally came back to usa and they sent me a bill of usd ** to fix the bad quality watch I said too expensive can find a new one for that. I asked to ******** and they ******* to an ups address that I no longer use it and there is daily fee if I do not go to get package. I want a free new same model watch for all stress caused with this horrible customer service. ******** all the **********

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/10/25) */ The customer's watch, model EWXXXX-XXA, was received on 09/12/2022. This model has a **** manufacture date. The watch was given an estimate for a crystal and band repair per the customer's request. As bands and outer components are not covered by our limited warranty, as they are subject to wear and tear, there would be costs associated with its repair. In addition, the watch is well past the limited 5-year warranty. However, we did lower the cost as an accommodation by approximately **** but the customer elected to decline the repair and asked Citizen to dispose of it. As our company protocol dictates that we must return canceled items and cannot dispose of their property, it was shipped back to the return address provided at the time of service. It is solely left to the customer's discretion if they want to pick-up the package from UPS or leave it as ********* to avoid any fees. We're sorry, but we would not provide a watch at no charge for a canceled repair. Consumer Response /* (3000, 7, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) You guys are selling garbage and still think usd 20 discount will cover it? Why don't you put a label buy sapphire watch to avoid screen scratch as there is no warranty and you are puttint your usd 100 in the garbage?!? I would avoid to buy this junk watch. You run over my message where I clearly says do not ship back it's trash not worth waste time and now ups , me, bbb and citizen involved in the mess of this product. Ups already charged and I want usd 100 refund for the junk watch. Business Response /* (4000, 9, 2022/10/27) */ Each model will have different features, so not all models will incorporate a sapphire crystal. In addition, sapphire crystals are also able to be scratched, as no crystal is scratch-proof. As an external, cosmetic part that is subject to wear and tear, this is not eligible for any type of warranty coverage. As such, all costs associated with the repair would apply; however, in an effort to work with the customer on cost, it was lowered as an accommodation. We would be unable to provide any type of refund on the watch's original purchase or provide a new watch for a repair that was canceled. As stated previously, it is the customer's decision to abandon the package to avoid any fees charged by UPS. Consumer Response /* (4200, 11, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) You guys put restrictions on the warranty exactly cause that's the watch life time after that money on the garbage. I want my full refund first for bad product second for non authorized shipping.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I shipped my Citizen watch to this facility to be ********* I paid for the repair on March 8, 2022. I was notified on March 30, 2022, that my repaired watch had been shipped, tracking # ******************. I have since been informed that my watch has been "lost" by UPS. Citizen Watch says that the package containing my watch was insured for $119 which they claim was the value of the watch. They will not remit to me the $119! Their only offer to me is to give me that much credit on the purchase of another Citizen watch. I DON'T WANT ANOTHER CITIZEN WATCH! THERE ARE NONE THAT I LIKE AND I SHOULD NOT HAVE TO PAY EXTRA TO PURCHASE ANOTHER WATCH THAT I DO NOT WANT! THERE ARE NO CITIZEN WATCHES AVAILABLE FOR $119. The $119 is an undervalue of the lost watch, but at the very least, I should be given the insured amount which Citizen Watch is receiving from UPS for the loss of MY watch.,

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/28) */ ************************************************************************************************************************ Hello, We have spoken to ***** ***** regarding the lost package claim for ********** which contained model **********, **** of ******** We offered to replace watches up to retail value, unfortunately, our website only offers ********* watches, not ****** watches as her lost model. We have recommended that she visits the website of our retailers such as ******** ******** and ***** who offer ****** models so she can find a similar watch. When she finds one, she may contact us with the model number so that we may see if the model is in stock. In the event the model she selects exceeds the $119.99, she is able to pay the difference. ***** and I, ******* *** have reached an agreement that she will contact us when she selects a model to proceed with her replacement at X-XXX-XXX-XXXX, **** ******* *** Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not agree that I was satisfied with the resolution offered. I found a model selling at retailers as they suggested. That model was selling at retail at prices ranging from $87 to $151. I was told that Citizen rejected these prices and would only agree to replace my watch which they lost with the model which I researched at their price of $239.99 meaning that I would have to pay an additional $120 to replace the watch which they lost with this model which is sold at retail for from $87 to $151. The position which Citizen watch has taken in this matter is patently irresponsible and unfair. No. I am not satisfied with this response because in actuality I will have no watch or a watch that I do not want. I purchased the watch which was lost a few years ago. It cost more than $119. Citizen watch assigns whatever value they choose, it seems. No. I am not satisfied with their response. Their answer sounds lovely, but their actions are not. I entrusted my watch to them; they lost it. Their response has been inappropriate and unsatisfactory. Business Response /* (4000, 9, 2022/05/02) */ I emailed ***** ***** via email offering her the following options to further accommodate her. Hi *****, Thank you for your response. As mentioned via phone, to further accommodate and repair your experience with our service center, we can issue a check for the lost model retail value of ******* and refund the amount of ****** which is what you paid to service repair **********. Your second option would be to select a different model of your choice, excluding Limited ******** ******* ******* and Satellite Wave ******* with a retail value of **** instead of the lost model of **** plus the refund of ****** that we have rounded out to ***** Please give me a call or reply to this email with your thoughts on this. Consumer Response /* (2000, 11, 2022/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is the settlement which I originally sought from the company, so I do accept the proposal that a check in the amount of $120 be issued to me and the amount which I paid for the repair of the lost watch ($88.35) be refunded. Consumer Response /* (3000, 17, 2022/07/05) */ On May 2, 2022, I agreed to accept the resolution offered by Marlene W. on behalf of Citizen watch to issue me a check of $120 as compensation for the loss of my watch. It is over 2 months later (July 5) and I still have not received the $120. I have not been dealt with honestly about this matter and am disappointed that I have been dealt with in such a dishonest manner. I have contacted Marlene W. at least twice and each time she assures me that they are "working on it". This is unacceptable. It is unacceptable that the watch was lost. It is unacceptable that UPS was blamed with the loss of the watch. It is unacceptable that I was told that UPS accepted blame for the loss of the watch. UPS informed me that they had not accepted such blame and in fact had never received the watch from Citizen. I asked for proof that UPS had accepted blame and Citizen did not provide such proof. This dishonesty is unacceptable and inexcusable. ***** ***** Consumer Response /* (3000, 20, 2022/07/08) */ I would like to reopen this complaint as the Citizen Watch company has not honored their committment. Business Response /* (4000, 22, 2022/07/15) */ After UPS lost the watch and processed a claim, as is our standard procedure, customer ***** ***** was offered a replacement watch up to the retail value. The customer could not find another model and requested a refund. Due to the unusual nature of the request, we have had difficulty processing the check refund. We will send ***** ***** a check for $120.00 per her request, as we previously stated to her, but it has taken longer than we'd like. We appreciate her patience in this matter, and apologize for the inconvenience this has caused. Consumer Response /* (4200, 24, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This proposed resolution is the same as was promised 3 months ago. I do not feel that Citizen watch has acted in good faith. If they were not prepared to issue a check for $120 they should not have made that commitment. This just seems to be a "run-around" to use a vernacular term. I still, of course, would hope to receive the check as promised, but until I do receive said check I will not consider this issue resolved. My UPS contact assured me that UPS did not lose the watch. I asked Citizen watch to provide me copies of the UPS acceptance of losing the watch and I was never provided with that proof. At this point, I do not feel that Citizen watch has dealt with me honestly and I do not consider the matter resolved until I do receive the check for $120 as promised. I expected them to keep their word and accepted their proposal 3 months ago, but 3 months is an unreasonable amount of time for this and at this point I do not believe that they do, in fact, intend to provide the $120 as promised. Repeated promises are not satisfactory. The matter will not be resolved satisfactorily until I do receive the check.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sent my watch for repair. It still falls under the 5 year warranty. After evaluation, they determined that the dial smear was due to high heat which caused internal damage. They wanted to charge me for repair in the sum of 75.00 dollars and after speaking with them they reduced it to 51.00 dollars. I explained to them that the watch has internal defect which is something I did not cause, the watch has no damage on the outside to indicate damage came from any outside element. The representative states there are inconsistencies in the wording, I find that very disrespectful. This watch has been serviced twice by Citizen since it's purchase which can indicate a faulty product from the date of manufacture.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/21) */ Current repair does not fall within the warranty terms and watches purchased from non-authorized retailers, such as ********* do not have warranty. This information is noted on the Citizen website on the following link - ************************************************ 1/12/2018 - Customer sent in stating second sweep hand was not aligned. Repair done - Aligned second hand. No charge to customer. Service Oder - SOXXXXXXXX 4/5/2018 - Customer sent in stating caseback being wrong way and scratched, link pin broken. Repair done - No issues found with caseback. Broken link pin was replaced. No Charge to customer. Service Order - SOXXXXXXXX 4/5/2022 - Sent in for melted dial. Repairs needed, - Dial replacement. Repair pending approval from customer-This is not a manufacture defect. The damage to the dial is from being exposed to high heat levels. Repair cost stands. No exchanges. Current Service Order - SOXXXXXXXX Consumer Response /* (3000, 7, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not arguing the charges. I would like to know where the heat damage came from? I work in a office and the watch sits in a watch case with my other watches if it's not on my wrist. If it is heat damage, how come other components are not damaged? Your saying the dial is bent because of heat and it's only natural to replace seal in the back once a tech opens it , what about the rest of the components? Did they not get damaged or did they defy the laws of gravity? Please tell me something that is a bit more convincing. at this point is the watch worth 50 dollars to even fix? Business Response /* (4000, 9, 2022/04/22) */ As the customer purchased his watch from an unauthorized dealer *********** it is not eligible for any type of warranty coverage. As such, any repair charges would stand regardless of what's needed. However, as a courtesy, we have lowered the current estimate to $51.59. With regard to the current charges, the dial is melted which may only occur from exposure to high heat. Citizen is not in a position to say when this happened, as we may only note the condition upon receipt. Thankfully, the rest of the components were not damaged due to the heat exposure, so the only parts needed are the dial and gasket. In addition, there will also be labor and freight charges associated with this service. This model retails for $395, so it is up to the customer's discretion if they feel it is worth it to fix for $51.59. Consumer Response /* (2000, 11, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will make the necessary payment of $51.59 but " I am not convinced that it is heat damage". I respect your expertise but I know how well my watches are taken care of. Owning this citizen watch has not been a good experience at all. This will definitely be the first & the last.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/21/21 my fiance bought me a Citizen watch (watch costed $600+). The watch has NOT worked properly since i received it. I have called Company about issue, they told me that I had to send it to them for repair. I have sent item to several times, watch is still NOT working properly. I keep calling them, I talk to a supervisor named *****, she keeps telling me to send watch to her, i have sent watch to them several times, it STILL not working properly. I have reset the watch approximately 20+ times, as per their instructions. They refuse to replace watch, they keep telling me to send it to them for repair. Needless to say, I can NOT use my watch. She didn't buy the watch for me to have to send it for repairs. They refuse to replace watch. Watch has NOT worked properly since I received it. You would think for a $600+ watch it will work properly, it still does NOT work properly. I am NOT satisfied with the watch or the service. I need a watch that works properly.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 25th I contacted the Citizen Watch company to get my Eco watch replaced or ********* The watch was less than a year old, it no longer works, and Citizen claims to have a lifetime warranty. My initial call was with ******** and she offered to mail me a return label so that I could send the watch explaining that they don't ************ send return labels but have in the past and that I needed to wait for a call back. I didn't get the call back. I called them again and ****** excused ******** saying they "offer no guarantee of a call back" which in my view 100% invalidates the offer to call back anyway. ****** did a good job of constantly interrupting me to the point that it was impossible to deal with her. Fed up, I yelled at her, and she hung up. The next day, Oct 26th, I got an unsolicited call from ******* **** identifying herself as a supervisor. I gave Marlene my address and she said that she would mail me a UPS return label via USPS. I never got the ****** When I called ******* again on Nov 11th, she said she mailed it but had no ******** code to prove it. So she said she would mail it again and this time with tracking. I had to give her my address again further ********** that she never sent it the first time. She also would not give me a ticket # saying snidely "we don't give tickets for phone calls". My ticket would be for their faulty watch, not a phone call. I still did not get a return label. The next several times I call, I always get voice mail. She calls me back asking for my address when I have provided it 3x now. Still no return label. I leave a message asking for anyone but Marlene to call me, and no one does and they wonder why I'* irate. The folks over at Citizen Watches have gone out of their way to NOT honor their guarantee. I bought the watch through their Amazon seller account using a gift card & after all of this, I no longer want it repaired or replaced, I now want a full refund of the $129.29 back to my Amazon giftcard balance.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/06) */ I called customer ***** and I am shipping a prepaid via UPS for him to send his watch to my attention and provided him with the tracking number.

*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. ↩