ComplaintsforInvicta Watch Company of America Inc.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a watch on March 11, delivery was done at 6:50 am on March 16, no package was left, I asked my neighbor who also didn't see anything, connected them to figure out a solution within the timeframe(7 days of delivery date).kept reaching out for a month, after a month the contacted me that they couldnt do anything, saying that i reached out to late even though i have records of complaints sent. While they got paid im out of a product i never received

  Business response

  05/08/2024

  Customer order was placed on 3-11-24 ( see attached) shipped on 3-12 and delivered 3-16-24. Our first correspondence front he customer was a month later on 4-16-24 ( see email attached) in which we informed the customer that the time frame of reporting that the package  was not received had past. The customer also filed a chargeback with Pay Pal in which Pay Pal sided with us the merchant (see attached)  A refund will  not be honored. 

   

  Business response

  05/08/2024

  Customer order was placed on 3-11-24 ( see attached) shipped on 3-12 and delivered 3-16-24. Our first correspondence front he customer was a month later on 4-16-24 ( see email attached) in which we informed the customer that the time frame of reporting that the package  was not received had past. The customer also filed a chargeback with Pay Pal in which Pay Pal sided with us the merchant (see attached)  A refund will  not be honored. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a watch online from invictastores.com. It was delivered on April 26. One week later on May 3 the battery was dead and the second hand had stopped ticking. I notified Invicta that I wanted a refund and they replied that all sales are final. Even though they advertised free shipping and returns on orders over $149.00

  Business response

  05/06/2024

  Customer order consisted of "Open Box" ************************ ( see screenshot) these watches are advised to all customers as "final Sale" . We advised this in in communication via email on 4-30-2024. We can not accept that return. Thank you 

  Customer response

  05/06/2024

  invicta did not advertise watches had dead batteries. 

   

  No where in the ordering process does the company mention that sales are final. 

   

  At the top of the website they proclaim free shipping and returns on orders over $149.00

   

   
  Complaint: 21670808
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business response

  05/06/2024

  We have replied to the request - See attached order and our Policy on "open box" items.

  Customer response

  05/06/2024

   
  

  no reputable jeweler would sell a watch with a dead battery. 

   

  Bad business

   

  Complaint: 21670808
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Shop HQ Invoice No.: ********* and ********* Ticket No.: ***** and ***** On April 27, 2023, I purchased two Black Panther clocks as Father's *** gifts. Upon opening the boxes we realized both clocks were defective. I contacted Shop HQ, who advised me that the clocks were still under warranty and to return them to the following address, along with $28 each to cover return shipment..Invicta ********************** ************************************* I waited a couple months before I checked with my bank and was informed, both money orders where cashed on August 8, 2023. I emailed the service department, informing them that not only had I not received my clocks, but both money orders were cashed.I was offered a replacement option, since the Black Panther clocks were no longer available. I received a picture of my only option. Neither was it within the MARVEL Collection, nor was it an acceptable replacement. In November, I receive a phone number for "Invicta ***************** **************. I spoke with ****** and explained the situation, she informed me that the address I was given to send the clocks was incorrect. But she was advise her supervisor of the error and they would reach out to the Invicta **************** to expedite the issuance of a refund.By December, I had yet to received any response, I spoke with *****, who confirmed my previous calls. She stated because of the excessive delays they would forward this up the chain of command for Invicta Sales to be contacted regarding the status of my refund. After many months of communications with "Invicta ***************** I spoke with ****** and explain, since my pleas had fallen on deaf ears, my next recourse would be to contact the Better Business Bureau. ******, then informed me that they are ***** International and do the repairs for Invicta, Mind you, the clocks I purchased are still under warranty, and no longer in my possession. Regards,*****************************

  Business response

  05/17/2024

  I have reach out directly to the customer to find a resolution

  Business response

  05/24/2024

  Refund has been issued to the customer and complaint was satisfactorily resolved. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a replace watch band from Invicta on 1/26/24. It arrive and had dry rot. Jewelry store said it was no good. Contacted Invicta and they asked it I wanted a replacement, i responded yes, never have heard back from them, have tried to teach them multiple times. Info is order #****** thru Invicta web site, it directed me to Invicta watch service center at ************** 17A 5221 *************** ***************. All I want is a replacement or a refund.

  Business response

  03/07/2024

  Good day, Our apologies that this has occurred. We are Invicta Stores the official Retailer for the Invicta brand. Please Invicta watch bands  *************************************************************************; Thank you 

  Business response

  03/07/2024

  Good day, Our apologies that this has occurred. We are Invicta Stores the official Retailer for the Invicta brand. Please Invicta watch bands  *************************************************************************; Thank you
  

  Business response

  03/07/2024

  Hello ****************,

  I am sorry that you are experiencing difficulties with an Invicta purchase.  You purchased this strap from a third party retailer that sell genuine Invicta straps.  It was not a direct purchase from Invicta Watch *** of America.  I have reached out to that retailer with the details that you have provided and I expect that your order will either be refunded or fulfilled with a proper strap.  I will oversee this issue until resolved. 

  Thank you very much,

  Invicta Watch Company of America, Inc.

  Customer response

  04/04/2024

  Issue has been resolved

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 8th I went into the Invicta Store in ******** *******. I had purchased a beautiful watch at another retailer for my daughter for Christmas. The band needed to be sized. While visiting the store in July of 2023. The salesman told us they size Invicta watches at no cost. We entered the store only to be told that there is a 15 dollar charge. We told them we didn't mind and would pay it. The female employee took the watch to the back of the store. For the next 30 minutes we heard loud banging sounds. We inquired with the other employee if she'd ever done this before. He responded with a terrible attitude that she was the manager. We had a flight to catch so time was of the essence. I began to inquire as to why this was taking so long. At this point I had come and gone for nearly 40 minutes. The female employee came out of the back and blamed the tools. We told her we've had this done many times and it never takes this long. The male employee got upset with us. Threatened to call security because we were getting upset with how long it was taking. We asked for the watch back so we could go somewhere else. When we got the watch back, the pins were sticking out, and stuck. We went to another jeweler to have the watch band sized. They told us that the pins had been put in backwards and showed us the damage. These employees need to be reprimanded. Their behavior was unprofessional and their incompetence unacceptable.

  Business response

  01/11/2024

  Dear Customer, Our apoligies that this occurred in our store. We appreciate the feedback and we will use it to improve our services. Please reach out to us if you need any further assistance *************************************** Thank you 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 watches from this company. 2 arrived uickly, the 3rd was lost by the post office. EVEN TOUGH I PAID DELIVERY INSURANCE INVICTA'S RESPONE WAS "YOU ARE ON YOUR OWN" OR BASICALLY "SCREW YOU" how many other people do they collect insurnce money from and then leae out to hang? They shuld be investigted.After spending 6+ hours of my time on the phone and in line at the post office, as well a driving back and forth, they found my watch.It i defective, it lot 6 hours of time in one day. When I contacted Invicta the representative told me it is an automatic watch, I need to keep moving. When I told him I worked two volunteer event, walking over **** step his repone wa to the etent of "You must have not moved your wrist" - SERIOUSLY? he then told me I can not get a replacement and need to rturn it for repair - when I told him that makes my brand new watch a refurbihed item, which Invicta **** cheaper, he kept telling me that i not true.I had to ask for a upervisor 2 times before he would transfer me, probably out of fear that I told him I wanted our recorded call to be reviewed.Invicta should be replacing my watch with the same exact watch,not a different color nd not only refunding my delivery insurance money paid,but the insurance money collected from everyne ever due to their "you are on your own" ttitude wwhen their delivery provider loses an item. After buying wwatches from them, s**** them, I will buy $5 Timex's

  Business response

  12/06/2023

  We are very sorry that this customer had these issues and we are determined to find a resolution.  However, this complaint was filed with the corporate headquarters of Invicta Watch Company of America.  We do not sell watches to end-users.  In order to assist this customer, we need to know what retailer the watches were purchased from and the model number(s).  If the customer has the receipt to share with us, that would be very helpful.

  Business response

  12/07/2023

  Thank you for reaching out. Our apologies that this has occurred. After  the 2 calls made to the customer service department and speaking to a Supervisor  ( attached) we offered you the same watch in Gold and you agreed to have it replaced. In addition is an email sent to us. Being that you have stated here you do not want the Gold one. As per the delivery our packages are shipped via *** /Surepost in which most cases the final destination is made by ***** during this transfer the package was requested by the recipient to be held for pick up see tracking attched  The package shows delivered per the tracking  We ask that you then use the pre  paid label issued to you via email and once we receive the return we will process a full refund. Thank you 

  Customer response

  12/07/2023

   
  Complaint: 20968916
  
  I am rejecting this response because: I did not say I do not want the replacement watch, I said I am not satisfied with it because I wanted the other color. SEND IT.

  I also DID NOT ASK THE POSTBOFFICE TO HOLD THE WATCH FOR PICKUP. I TOLD YOU THAT IN THE ****** THEY LOST IT AND THAT IS HOW THEY CODED THEIR MISTAKE. I HAD TO SPEND HOURS GETTINGVTHEM TO FIND IT. 

  YOU AREVTHE **** WHO CHARGED DWLIVERY INSURANCE AND BEFORE I COULD GET TO THE POST OFFICE TOLD ME I WAS ON MY OWN WHEN YOU SHOULD HAVE BEEN THE **** LOOKING FOR IT. 

  SEND THENOTHER WATCH, YOU WERE NEVER ASKED TO CANCEL IT. ACCEPTING A DIFFERENT REPLACEMENT DOEA NOT, HOWEVER, MEAN I AM SATISFIED. 
  
  Sincerely,
  
  ***********************

  Business response

  12/07/2023

  We ask that you then use the pre  paid label issued to you via email and once we receive the return we will process a full refund. Thank you 

  Customer response

  12/07/2023

   
  Complaint: 20968916
  
  I am rejecting this response because: SEND THE OTHER WATCH, I DO NOT WANT A REFUND. I'LL ACCEPT THE REPLACEMENT BUT NOT LIKE IT AS MUCH. 

  I'LL GET TO THE LIBRARY TO PRINT YOUR LABEL LATER AND SEND THE BROKEN ONE BACK. 

  
  Sincerely,
  
  ***********************

  Business response

  12/07/2023

  As you stated in your email to ** and the BBB you did not want another color. That request has been cancelled, you may return your order and repurchase a watch that you do like. Thank you  

   

  Customer response

  12/07/2023

   
  Complaint: 20968916
  
  I am rejecting this response because: SEND THE OTHER ONE AS PROMISED. STOP MAKING EXCUSES. I NEVER SAID DONT SEND IT. I PAID *** A WORKING WATCH, YOU PLACED THE ***** FOR THE OTHER WATCH. JUST BECAUSE YOU ARE MAD I FILED THIS REPORT DON'T LEAVE ME WITH NO WATCH.
  
  Sincerely,
  
  ***********************

  Customer response

  12/07/2023

   
  Complaint: 20968916
  
  I am rejecting this response because: THERE WAS NEVER ANY REQUEST NOT TO SEND IT, SEND IT. YOU MADE AN AGREEMENT TO DO AO, SEND IT.

  IS THIS TRULY TOUR COMPANIES CUSTOMER SERVICE PROTOCOL TO POUT BECAUSE I FILED A COMPLAINT, BY THE WAY YOU STILL HAVE NOT ADDRESSED CHARGUNG SHIPPING INSURANCE AND THEN NOT HWWLPING WHEN THE POST OFFICE LOSES A PACKAGE. YOU ALSO LIED TO THE BBB AS NOT ALL YOUR PAGAGES ARE SENT THE SAME WAY. *** DELIVERED THE FIRST TWO WATCHES. 

  SEND THE OTHER WATCH OR HAVE YOUR SUPERVUSOR GET AHOLD OF ME, I'M SURE YOUR CUSTOMER RELATIONS SKILLS WILL BE REVIEWED. 

  
  Sincerely,
  
  ***********************

  Business response

  12/07/2023

  Per our conversation at 12:30 pm EST today  we advised you to return the order advise use in  an  email that you have dropped it off and we will process the replacement  for the Gold watch Thanks

  Business response

  12/07/2023

  Per our conversation at 12:30 pm EST today  we advised you to return the order advise use in  an  email that you have dropped it off and we will process the replacement  for the Gold watch Thanks
  
  
  

  Business response

  12/07/2023

  Per our conversation at 12:30 pm EST today  we advised you to return the order advise use in  an  email that you have dropped it off and we will process the replacement  for the Gold watch Thanks

  Customer response

  12/07/2023

   
  Complaint: 20968916
  
  I am rejecting this response because: THEY ARE LIARS, REFUSE TO ADDRESS ME SPENDING 8+ HOURS TRACKING DOWN A PACKAGE THE **** OFFICE LOST AFTER PAYING SHIPPING INSURANCE AND THEM TELLING ME THEY CANT HELP. AND TH WE Y HAVE YET TO EVEN ADDRESS THUS IN ANY OF THEIR RESPONSES, SAYING I ASKED THE POST OFFICE TO H OLD THE PACKAGE WHICH I NEVER DID. THEY BROKE THEIR AGREEMENT TO SEND A DIFFERENT WATCH BECAUSE I FILED THUS COMPLAINT. I HAVE NEVERCDEALT WITH A COMPANY SO SPITEFUL BEFORE. 
  
  Sincerely,
  
  ***********************

  Business response

  12/07/2023

  I believe we have exhausted all means of resolving this after the customer even called today **** at 12:30 pm est and spoke to ***************** in which again we advised we would send the replacement once the return was sent.  Thank you 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went on my first cruise with my wife on November 19th with MSC **********. Before leaving the cruise ship, we went shopping for some gifts on Nov. 24th I bought two watches from Invicta store, one for my dad and another for my brother. They are nice looking watches. I asked the saler if I could bring them back in case they don't like or something else. They said surely I could but never specified where. My brother and dad liked the watch but both thought they were very big to wear therefore wouldn't be useful.I called Invicta store and they said I have to call ************************* I called and the lady told me that I can't bring them back once I leave the cruise and it's part of the cruise policy. There was no indication about this policy anywhere, no signs or explanation whatsoever. After a "supposelly" discount of 70% plus another 35% on the products, I paid $441 and $288 a total of $729 without taxes. Two days later I went to Invicta website and I found out that the same watch is being sold for $189.90 and $139,90 total of $481.02 with taxes. A difference of $248. A Totally rip off. It's a shady move from Invicta. Now I'm stuck with two watches. I just want a refund as I'm not going to keep these watches. Everything was good on my cruise with the exception of this problem with Invicta I later found out.

  Business response

  12/04/2023

  Dear ******,
  
  We apologize for any inconvenience this may have caused. As you may know we do not have control over retail prices that our retail partners set,however all cruise companies & retailers have their own return policies. It is my understanding that on the *** Meraviglia, our retail partner is *** Cruises themselves not Starboard Cruises, therefore you should try reaching out to *** Cruises and provide them with the receipt as well as any other information as they will be the correct department & team to assist you with handling this return.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After buying about 10 watches from your company I have found the majority of your watches of poor quality. I replaced 3 watch bands on one watch that I probably wore 12 times and after the last one the second hands fell off. Today model ****, the second hands fell off as well. I am 77 years old and take care of all my watches and have found your watches of poor quality. Perhaps you should take better care of the ones that you have produced in the past instead of coming out with new ones weekly. ***** you Mr. ***************************

  Business response

  10/10/2023

  Dear ****, 

  We tried to reach you by phone and sent you an email, we wanted to let you know that your genuine Invicta timepiece is backed by a limited three (3) year manufacturers warranty, from the original date of purchase from an authorized retailer, against all manufacturing defects.
  The only components covered under warranty are the hands,dial, and watch movement.

  The manufacturers warranty does not cover the following: ******** crown, case, strap, bracelet, or battery Any damage that results from unauthorized or improper use, service, accident, impact, negligence or normal wear and tear Water damage due to accident, improper use, or negligence.
  
  In the event that you find your watch is not functioning properly during the warranty period, please send your timepiece, along with a service evaluation fee of $28, directly to the Invicta **********************,as follows:
  
  Invicta **********************
   ******************************************************************
  
  Telephone: **************
  Email: ***********************************************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  9/14/23 *** ************ Store.********** salesperson. ************ Purchased chase surer crossfire for $169.90 plus sales tax Charged additional $50.97 plus sales tax for Invincible Lifetime never told what that was nor did or do I want it. Want a refund of the $50.97 plus *** sales taxes!Upon entry in store I as told it was buy one get one free. Found 2 watches to purchase.Extremely confusing listening to sales people and prices! Then was told this watch was $240 other watch was $140 so we would get 2 watches for $380. Then we were told they were a retail store and the buy one get one free would be half price of the original watch so it would be $400 since it retails at $800 for the 2 watches. I didnt really want the 2 watches and said that. Then was told I only had to buy the 1 watch and it would cost $240. I said fine I want the 1 watch. A big deal was made about the box but They packaged it nicely. All I cared about was leaving the store in ************ with a giant reusable bag which shouts hey I just purchased a watch without getting robbed! I did not look at the receipts until the next morning believing watch was $240. Friday 9/15/23 Immediately called ALL phone numbers and NO ONE ANSWERS phone actually HANGS UP on all phones corporate in ** and *** store! This is TOTAL FRAUD DECEPTION on their part! I demand a full refund of the $50.97 plus sales tax!

  Customer response

  09/18/2023

  After spending 2.5 days emailing and calling to no avail, decided I want a full refund of $240.47 as I have no Good Faith nor Trust in this company, store or employees!

  Was just notified via phone by ************, at the store that I was authorized for the fraudulent charge of $50.97 plus sales taxes to be refunded from *********************** the Regional person, after trying to justify the fraudulent charge placed on my card in the sales price.

  I informed her that I am coming back to the store tomorrow September 19, 2023 with the watch, box, reusable bag and all my receipts for a full refund on my charge card of $240.47!

  She said they DO NOT offer refunds only store credit. Unfortunately, that is TOTALLY NOT ACCEPTABLE at this point!. No one mentioned anything about a refund for store credit only, nor was it prominently displayed for customers to see. The cash register areas were totally full of cologne, boxes and other items, whereby there was no way to clearly see any refund policy if that is even where it was or is! This is all confirmed by my daughter who was there at the time with me!
  

  This is a total disgrace and injustice to the CONSUMER!! Invicta should be ASHAMED! Only satisfaction will be my total refund of the $240.47 on my credit card when I go tomorrow.

  Thank you for your help!!

  ***********************

  ************

   

  
  

   

  Business response

  09/19/2023

  Hello **** , We have reached out to the ************ store and see that ***** is assisting you with approval of the full return. We truly apologize for the experience that you had making your purchase. We will really make sure this does not happen again at our stores. Thank you  

  Customer response

  09/20/2023

   
  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.

  I went to the store and received a full refund from **** S for $240.47.

  Thank you for your assistance!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This watch was purchased by my children as a Christmas present.I started wearing the watch as an every day watch the third week of January. I have worn Invicta watches for 10yrs. I noticed the watch was running behind in the month of march. I notified my daughter but the Amazon time limit had expired. I received the screenshot of the purchase and submitted it for repair/ replacement. Paying for the inspection was not comfortable, but I did it.In the mean time I was traveling and Ordered another watch. It works as all the Invicta watches have over the years. I can't get a return email or the person assigned to my claim "****" ************. Please get my watch to me. Equally important, Please respond to this email account with a resolution. I am not interested in Paying the ridiculas invoice attached.

  Business response

  05/19/2023

  Customer has been contacted by our service department for resolution.  

  Customer response

  05/19/2023

   
  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,
  
  ***************************

*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. ↩