ComplaintsforBreitling USA, Inc.
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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a watch from the company. The company provides a warranty against all defects. The watch I own had a part that when pressed got stuck. The watch was attempted to be used as the function was intended to be used, but the part stuck. There was no impact to the watch. The watch was sent to the company at my expense to be repaired under warranty. The manufacturer stated it was not a manufacturer warranty. They were unable to produce any evidence or other material justifying this decision. I explained that the watch was not impacted or anything and they had no explanation, just that they were denying the warranty coverage.Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 1.27.2024 I brought my watch for repair at the Breitling boutique in ********* **. Upon examination the manager Joel S******s said the watch needs to be sent to the corporate office in ***********. I was also told the watch is under warranty and I would not have to come out of pocket. Eight weeks went by with no update on my watch. I called the *********** office to find out the update. I was told the watch the repair would cost $726.20. I mentioned how I was told by Joel the watch was under warranty and no cost would be necessary on my end. The female I spoke to said the warranty is void due to "impact damage". No valid explanation was given as to how they were able to determine that. They refused to honor the warranty. I asked to speak to a manager to dispute this charge and was told the manager was not available. I left my name and number so the manager can get back to me. I was told it will take two business days to receive a response from the manager, its been FIVE days and still no response. The service number is **********Initial Complaint
03/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a ********* from Brietling in 5/2022 for $9000. Recently my wife mentioned that my watch was broke. I was wearing it at the time and didn't notice it. The metal bracelet had a link that had fallen out. I wear the watch a few times a week and nothing strenuous. I'm a Realtor and like to look nice for clients. There is nothing else wrong with the watch other than this one little metal clip that essentially fell off at some time. Within the two year Warranty period, I sent it to Breitling for repair. They quoted that I needed a brand new bracelet for $4100. This should be covered under the warranty that exists for the initial 24 months of ownership. I bought this because of the perceived high quality from a respected, luxury watch company. Customer service said it wasn't covered...why?Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My wife puurchased a new Breitling from an authorized online retailer in September 2022 for my 40th birthday gift. She gave me this watch December 18th, 2022. After wearing it just a couple days I noticed the watch running fast. I corrected it several times then realized there was an issue. I contacted Breitling immediately because we knew the watch was under warranty and the retailer purchased from had a 30 day return policy. I shipped the watch to Breitling early January 2023 and explained the issue. They assisted me it would be corrected and finally mid June 2023 I received the watch back. Immediately I noticed the watch still running fast so I contacted Breitling again they said to send it back which I did. They “worked” on the watch until November or December and sent the watch back again. Yet still the same problem with watch running fast. I’m not sure how they cannot see this as I can detect it within 24 hrs but they need 3-6 months. I wrote an email and a manager Nicole Smith contacted just after Christmas to ensure me that this isn’t the standard and she would see what she could do to get the watch replaced for me since there has already been multiple attempt to fix the watch and the issue still persisted. January 2024 I sent the watch back they kept it for a week and sent it back. A representative called and said that the “master watchmaker” worked on it and it’s good to go now. I received the watch back and still runs fast. Approximately 1-2 mins fast per week: I attempted to contact the manager back several times with no response. I sent the watch back again for the 5th time and they sent it back with no information on work performed and you guessed it the watch still runs fast. This has now been going on for 15 months and they will not fix my watch that’s under warranty and brand new. This watch has not worked since the day I received it. The company apparlikes to take money but offer no product guarantee. I have filed with ******** ******* also.Initial Complaint
12/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of purchase: 11/24/2023 Total amount paid (incl taxes): $5046.12 Product of purchase: timepiece (series number: *******, invoice number: ****************) I purchased a timepiece at the Breitling Store in ******** **. The store did not have a new timepiece in the original model I wanted (reference number: *************) with an alligator strap. Hence the store manager swapped out another timepiece (reference number: U17325211G1U1) that originally came with a metal bracelet, into alligator straps and claimed that both models were identical. However, upon checking the warranty card, Breitling's system registered my purchase as with the metal bracelet instead of the alligator strap model. I have reached out to Breitling's customer support to express these concerns as it will devalue my watch should I decide to trade it in the future. Breitling's customer support mentioned that the company could look into creating a new warranty card that matches the correct model and change it in their system for me but after a series of communications, requesting support documents and pictures, I was notified by Breitling that they were not able to create a new warranty card for me nor could they change the watch model registered in their system and they did not provide me with other alternatives despite requesting multiple times for a different solution to fix this matter.Initial Complaint
10/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Sent watch in for battery replacement. Watch was functioning perfectly except for dead battery. Was quoted $700+ for routine maintenance and battery replacement. Declined and just requested battery to be replaced and paid $100. When I received the watch back the hands on the watch would not move. This had never happened before and was not an issue when the watch was sent. Company informed me by phone and email that there was no “warranty” on the battery replacement and I needed to send watch in and pay an additional $700+ to restore it to its previously working condition. I asked to speak with a supervisor and was told none was available and they declined to give me the name of a supervisor.Business response
11/21/2023
Please note that this complaint was addressed while I was on medical leave, hence the delay in response.
Upon looking at the original diagnosis of the watch repair, the movement was out of criteria for which the compulsory service recommended was a complete service.
Most likely this was recommended due to the issues the customer noted in the complaint (hands don't move/can't set time). However, the original estimate was refused and just a battery service requested. This is a service we perform but do not guarantee the functionality of the watch or provide a repair warranty for.
Customer response
11/21/2023
Complaint: ********
I am rejecting this response because:Watch hands had no issues when sent to Breitling. After the watch was disassembled and put back together (and battery replaced) the hands no longer function. Breitling refused to accept any responsibility for damaging the watch and now wants $700 to get the watch functioning again.
I’ve tried several times to speak to a manager or supervisor. I was called back and told over the phone I would receive a 50% discount on the service then received an email later that no such discount would be provided and no offer made until I sent the watch back.
I sent the watch back and have been waiting several days for a call from a supervisor which was promised within “24-48 hours” on 11/15. Today is 11/21 and I have not received a call.
Sincerely,
**** ******Initial Complaint
09/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It is now September 28, I still have no idea when my watch will be repaired. When we check the repair (**********) it says it may be complete in November some time. The rude and unhelpful customer service person on the phone cannot and will not tell me the information about my watch unless they contact a boutique about it and then have the boutique contact me. I was told I could only ask them one question per inquiry. Anyhow, I was told by customer service today that it could be much longer for my watch to get repaired. It's not when it was sent off by the boutique, ( March 28th and was received April 5th by the service department) It was explained to me that it will be 6 months from when the order was confirmed and actually sent off for repair (in this case July 6th) I was informed that November is quite early and that I should expect it sometime in January. At this point I am completely done with Breitling. I find it hard to believe that parts are this scarce. I dont by the excuse that there is a shortage of watch repair folks either. If ********* ***** *** *** can have short turnarounds then I think your company should too. I have an ***** ********* that needed work done, it was done in about 6 weeks. What are my options at this point? Can I get my warranty extended? I am afraid if something happens to this again it may take another year to get service for it. Can I just get a refund for my watch? I will happily buy another brand like *****, or ***** that actually has good customer service. Has my watch been misplaced? Are you able to get parts for your own proprietary ********** timepieces?Initial Complaint
07/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a new Breitling Ocean at a Breitling retailer in ********** ****** last year’s Summer (2022). Paid over $8k for it. After a couple of months the Chrono stopped working. Sent it for repair to Breitling through the warranty process in February. ETA for the repair through the online tracker was April. Once April came by, ETA changed to May. Had to call in June to figure out where my watch was since the tracker was stuck in May and no news on my watch. I was told that another 4 weeks and got an email with an appology. 4 weeks went by. tracker still in May and no watch in July. Called and was told a service manager was going to call me back and to wait to weeks for my watch. Three weeks later I called again (this week) and was told it is not ready and they don’t know why or when it will be, that someone was going to call me back with an answer AGAIN and no one called and the tracker still says May. I feel robbed, this is an expensive watch that worked properly for a couple of months and here I al after 6 months without it and no news on my repair or anyone from that company that can solve the issue. Why can’t they send a replacement if they can’t fix? 6 months on a repair is not normal and no answers feels like I got stolen $8k.Business response
08/07/2023
Watch was delivered on August 2nd signed by the customer ****** *****.
Client was notified of the repair timeline, as workshop was waiting on parts from ***********.
Breitling contacted and apologized to the customer during the process.
Business response
08/07/2023
Watch was delivered on August 2nd signed by the customer ****** *****.
Client was notified of the repair timeline, as workshop was waiting on parts from ***********.
Breitling contacted and apologized to the customer during the process.
Initial Complaint
07/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In March I sent my watch to Breitling Service, the designated service provider from Breitling. I paid in full for repair, cleaning, servicing, polishing, addition of additional bank links, and a COA. I was promised the watch back in late June. As the date approached for the return, I emailed Breitling USA to find out when the watch was shipped. I was then told, via email, that the watch was delayed to late August due to supply chain issues for parts. This was the first notice I received. Since then I have received conflicting information from Breitling about my watch. On June 27, Breitling told me they had all necessary parts. Yesterday, July 13, they told me they were again missing a part. They refunded 25% of my price but still have not returned my watch. They do not answer phone calls. They are not clear in their replies. I filed a complaint with the *********** ********** ** ******** ********** as well. Now, their online chat feature is blocking me from contacting them. I want my watch serviced, cleaned, polished and returned. This is absurd and clearly their business practices leave much to be desired (given what I have read on BBB about them)Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a used *********. First thing I thought would be prudent was having the watch overhauled. As the watch passed through their system, the estimates for repairs literally tripled [each time allegedly finding additional work needed, like a "bent stem" which wasn't "bent" on estimates 1 & 2]. Omitted from every estimate was a price for a "Certificate of Authenticity" (CoA). When I declined the repairs and requested the CoA only, they told me they could not issue the CoA without doing the repairs. I finally got a "supervisor" to approve issuance of the CoA without doing the repairs. This was five (5) months ago. I'm now told it will take another month before I get my watch back. Six (6) months to have a report issued [assuming I get my watch back next month as suggested]. This is one Mickey Mouse operation I will NOT be dealing with again.Customer response
04/17/2023
* ******* ****** *********** *** **** *****
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Customer Complaints Summary
20 total complaints in the last 3 years.
9 complaints closed in the last 12 months.