Complaints

This profile includes complaints for Timex Group USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Timex Group USA, Inc.

  555 Christian Rd Middlebury, CT 06762-3206

  
• 

  Timex Group USA, Inc.

  420 W 4th St STE A North Little Rock, AR 72114

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:01/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ordered 2 watches directly from Timex on December 2022. One of them was too large and I requested a return. Timex agreed, and sent a return label. The watch was dropped off at **** on December 29th. As per the tracking information and Timex's own site, they received the watch on January 14th. I am yet to hear back from them about a refund. They have made no attempt to contact me. I have sent one email. two or three messages through their site and called four times. One time I was able to speak with a representative who agreed with my complaint and said I would receive an email about my refund within 24 hours. Still nothing. Timex has stole money from me. I just want my refund.

  Business Response

  Date: 02/25/2023

  Dear Ms. ****,

  I am so sorry for the experience. I believe your refund was completed processing on 1/30/2023 and you should have received the refund. My apologies on the delays and lack of response. 

  Sincerly,

  Timex Group Customer Service

  Customer Answer

  Date: 02/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ****** ****

• Initial Complaint

  Date:01/06/2023

  Type:Delivery 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 sent my watch in for repair on 9/11/22. In November, I was told it shipped and was provided a tracking number. After being in transit for days, I reached out to *****. They investigated and said the package was lost. I contacted Timex to see about a replacement or refund. They stated they were still investigating the situation. After calling a few weeks later (in early December), Timex stated that they would send me a replacement and it would probably arrive by Christmas but for sure by Jan 1. The customer service rep said doing a refund would be harder and would have to be by check in the mail and it could take 6+ weeks. I agreed to the replacement. As of Jan 5, I still have not received it. I emailed Timex for an update and they stated that they cannot give me one because their system is being upgraded.

  Business Response

  Date: 09/13/2024

  March 7, 2023: Replacement watch was mailed out ***** / 07-MAR-2023 / ************.

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Delivery 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.

  Terrible customer service. Ordered a watch on 12.06.22. Never rec'd it but they sure did take my money $200. Tried calling and rec'd recording to call during business hours which I did multiple times. Tried using the Chat feature and it timed out after 30 seconds. Called many more times and nothing. Finally left my number for a call back that day. It came 4 days later and I missed the call. Tried that # and it's no longer in service. Have been on hold for 30+ minutes with no confidence that I will ever be able to speak to a human. I want the watch or my money back now.

  Business Response

  Date: 09/13/2024

  Jan 5, 2023: Issued refund in ****** by Rylanan.

  
  

• Initial Complaint

  Date:01/03/2023

  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.

  **** ****** ********* *** ******** ********** ***** Monday, January 2nd, 2023 V.I.P. Corporate Executive TIMEX GROUP USA, INC. *** ********* **** *********** *********** ***** ***** ******** Very Serious Complaint! Dear Timex Group USA, Inc. Executive: Good Morning or Good Afternoon to You! How is your day today in sunny *********** *********** and/or wherever else You are in the World? My day could be going much better, thank you, except due to the Fact that I had received a Brand New Timex Large Display AM/FM Clock Radio from your corporate office within the last year or so and have Never Used It and when I opened it up on Friday, December 30th, 2022 to use, it did Not Work Properly At All! When I set the clock for 9:00 a.m., it woke ME up at 7:30 a.m.! I know that I set it right and even checked it once the alarm clock went off to see if I made a mistake when I had set up the alarm clock and that was Not The Case! I am very angry and upset over this because I need a Working Alarm Clock and I thought that Timex Makes Good, Working, Lasting Products! Now I am Very Confused! All that I want is to have the alarm clock kindly replaced for ME at No Charge! Here is some information that I was able to retrieve from the box for your reference and further review. Timex Large Display AM/FM Clock Radio ****************** *** *** Code: * **** ***** * *******  If You would like ME to return the negligent product back to You for examination, then please provide ME with a ***** or *** label and i will return it right back to your headquarters, No Problem! If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at: Voice/Messages/Text: ***** ********. You may also email ME back at: *************************** or ***************************. You may also write back to ME at: ****** **** ****** **** ****** ********** *** ******** ********** ******

  Business Response

  Date: 09/13/2024

  Sep 12, 2024: Contacted the customer via email and advised to contact *** ************ to seek assistance on how to operate the watch or possible repair.

  
  

• Initial Complaint

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On Nov 3, 2022 I placed an order for a watch (order number ********). The watch arrived sometime between Nov 11-13. On Nov 13th I requested a return label (tracking number **** **** **** **** **** **** **** **). Tracking for the return shows it was received by **** on Nov 18 and received by the company on Nov 19. On Dec 2 I emailed to check the status of my refund and received an automated message saying they would reply as soon as possible. On Dec 19th I attempted to contact Timex via Chat twice, both times I timed out waiting for an agent after less than 2 min of waiting. I then called their customer service number, ###-###-#### when I was initially told there were 10 people ahead of me. I was fine to wait but after a few minutes was forced to give a phone number for a call back. When it came time for the system to repeat my number it was blank/silent. When I failed to confirm the none number, I was put back in the queue, then immediately forced to give my number again. I went through this cycle three times before hanging up. I then sent them a chat message via ******** and received an auto response to contact their customer service. The cost of the watch was $41.33 and I am seeking a full refund.

  Business Response

  Date: 09/13/2024

  Dec 19, 2022: Full refund was issued by Rylanan in ******.

  
  

  Customer Answer

  Date: 09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On Apr 22, 2022 I purchased the *** watch as a wedding present for my husband, costing $272.57. Order #******** On May 25, 2022 I received an email that there was a production error so Timex wa offering a free replacement with the updated version. Additionally, the watch stopped working shortly after anyway. On June 7, 2022 I emailed Timex to let them know I would like to be placed on the list for the replacement. I was informed it would take 4-6 weeks. On Aug 3, 2022 I emailed Timex to check on the status of the replacement. On Aug 4, 2022 they replied that there is no update and they will follow up. On Sep 7, 2022 I sent another email requesting a status update. No response. On Oct 23, 2022 I sent another email requesting a status update. No response. On Oct 24, 2022 I called Timex. It took several hours for me to finally get in touch with a human. They informed me that it would be easier to fully refund me for the watch and have me order another one than to get on the replacement list because it would be quicker. I confirmed my name and address for payment and they confirmed that the refund was getting processed today. On Nov 1, 2022 I emailed Timex to ask for a status update. No response. On Nov 7, 2022 I emailed Timex to ask for a status update. No response. On Nov 14, 2022 I emailed Timex to ask for a status update. I then called them and again was told that the refund would be expedited and processed that same day. On Nov 28, 2022 I emailed Timex to ask for a status update. I then called them again and after another several hours of trying to get in touch with a human, I was told AGAIN that the refund would be processed today. I even had the rep forward me to his supervisor and get confirmation it was going to be processed. As of Dec 15, 2022 I still have no update and no refund check for the $272.57. I tried to call but was told that they were closed and that business hours were 7am-10pm ET. (I called at 3pm ET...)

• Initial Complaint

  Date:12/14/2022

  Type:Billing 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 have been trying to get someone on the phone from Timex for 4 days now and they put you on an automated wait list and never call back. No one ever gets on the phone. I was charged 4 times through my ****** account and I only have one open order with Timex. The amount I should be charged is the one time charge of $120.15. I called ****** and told them and they told me I have to contact the merchant (Timex) to get the issue corrected. I have also emailed Timex twice and have gotten no response. I want my ****** account corrected ASAP so it does not charge my debit card.

  Business Response

  Date: 09/13/2024

  Dec 14, 2022: Customer was educated by the rep that there is only 1 charge for $120.15 and other pending charges are pre-authorization.

  
  

• Initial Complaint

  Date:12/12/2022

  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.

  I bought a watch. It wasn't as quality as I hoped so I returned it. It's now been returned for over 2 weeks (send nearly a month ago) and I still haven't received a refund. I've messaged them several times to no avail. I've emailed, messaged on their chat and called. Nothing. Please give me my money back.

  Business Response

  Date: 09/13/2024

  Dec 13, 2022: Refund was issued by Rylanan in ******.

  
  

• Initial Complaint

  Date:12/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  on 10/30/2022 I ordered a watch online directly from the Timex website. I also ordered the protective service added feature. I was soon told it shipped in a shipping confirmation email and that it was expected soon..On 11/8/22 I received a shipping update -congratulations, your order is going to be delivered tomorrow. It never came. A few days later I checked the 'track order' option and it listed a date that was the day after the day that i was checking on...it still never came..about every other day out of curiousity i 've clicked on track order and for a month now it continues to just say the following day or else the same day that im checking it on. Today , 12/9/22 it says it is going to be delivered on Dec 9 2022. Ive called Timex repeatedly. There is always too long a phone queue (they say) and im told I'll receive a call back. I have not. Ive emailed customer service 3-5 times. Have not heard back. Have tried to chat support about 5-10 times and every time i do i have to fill out a large 'survey' before being connected...and then as soon asim connected it tells me im connected twice adn then it says the chat timed out and it prompts/asks me to start the survey again (which i do fast). it seems to be some fraudulent biz practices here because I paid for something that didnt come and is not coming and they are making it prohibitive to try to reach them (and impossible.) i want a full refund (for watch and the guaranty/ protectiion service) and have emailed them that as well..no replies at all. Also ive gotten some emails from them asking me to review the product i 'received;'

  Business Response

  Date: 09/13/2024

  Dec 30, 2022: Full refund was issued by ******* in ******.

  
  

  Customer Answer

  Date: 09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/06/2022

  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.

  I purchased a Timex watch from ********* on 12/17/21. It had a defect and the clock hands fell off. The warranty through timex who I contacted in may 2021 stated they’d fix the watch or replace it. First they didn’t have parts that worked in that particular watch and wanted to fix it by replacing with a standard color not the special edition I purchased. Then when I said I didn’t want that they gave me the option to choose within the price range offered. I chose 3 and asked for shipping confirmation and they’re ignoring my attempts to just get my watch back. I have correspondence with them since June 2021. I just want this resolved. If they cannot repair it, I’d like a refund.

  Business Response

  Date: 09/13/2024

  Feb 14, 2023: Watch head was replacement and mailed out ***** / 14-FEB-2023 / ************.