Business Profile

Watch Dealers

Invicta Watch Company of America Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Invicta Watch Company of America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

34 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:03/05/2025
Type:Service or Repair 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 purchased a watch online described as having a unidirectional bezel.That is a bezel that rotates in one direction.The watch arrived and the bezel does not rotate, when contacted the company, Invicta has now stated that they described the watch incorrectly and it in fact has a fixed bezel.I have this in email from Invicta.I would not have purchased the watch if I had known this.Invicta has not indicated any interest in correcting this and has simply stated that they will update the information on the website.I would describe this as a form of false advertising, the product is not as described.
Business Response
Date: 03/06/2025
Good afternoon, Yes we advised the customer of the error description of the bezel on the website. Errors such as these and typos can occur and we try to remedy and provide the solution for the client. We have provided today to customer email a return label for a full refund. Thank you
Customer Answer
Date: 03/06/2025

Complaint: 23025950

I am rejecting this response because:

It is true that the company has appeared to offer a resolution. However, in my opinion this has been wrung out of them under duress and they have fought me all along the way with a very low level of customer care demonstrated.
I therefore have zero faith or trust in the company and will believe that they will honestly refund the total purchase price only when I see the money actually refunded to my credit card.
I am willing to see the case held inactive to give the company time to come good with their actions but would not want to see it closed and then need to open a new one at a later date.
Once the refund has been processed then I would move to close the case immediately.
The company has only itself to blame for my views towards them, I would not hold such views or found it necessary to raise the claims I have done if they had simply responded adequately to a customer complaint to begin with.

Sincerely,

******* ******
Business Response
Date: 03/07/2025
Good afternoon, Yes we advised the customer of the error description of the bezel on the website. Errors such as these and typos can occur and we try to remedy and provide the solution for the client. We have provided today to customer email a return label for a full refund. Thank you
Customer Answer
Date: 03/14/2025

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:01/29/2025
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.
I am writing to express my growing concern regarding the status of my watch, which was submitted to Invicta for a band replacement. The watch holds significant sentimental value as it was a gift from a deceased family member, and it carries many precious memories. Because of this, I have made several attempts to ensure its safe return, but unfortunately, I have yet to receive a response.January 23, 2025: I sent an email to Customer-******************************************** requesting an update. The auto-reply indicated a ***** hour response time, but I have not received any reply, nor have I found any responses in my spam or other email folders.January 21, 2025: I followed up on the original thread with no response.January 13, 2025: I submitted a customer inquiry form through the ********************** website, but again received no response.January 9, 2025: I sent a direct email to *********************************************************** no response.December 6, 2024: I spoke with a customer service representative, who assured me that the matter had been escalated.However, I have not received further communication.December 5, 2024, through December 2, 2024: I made several calls to customer service but continued to receive no concrete answers or updates.November 25, 2024: I reached out for a status update and was again given no tracking number or confirmation of shipment.The watch was submitted for service as outlined in the invoice (Invoice #*****, dated July 16, 2024), with the payment of $195.00 made on July 18, 2024. Despite assurances, the watch has not been returned, and my efforts to resolve this have gone ************* a luxury brand, I am deeply disappointed by the lack of responsiveness and the failure to ensure the safe return of an item that holds immense personal significance. I kindly request immediate attention to this matter, including an update on the status of my watch and the timeline for its return with a shipping tracking number. Invoice #*****
Business Response
Date: 01/30/2025
We have contacted our authorized repair center, ****, regarding Mr. **** ********* watch. They informed us that a band replacement was provided. Mr. ******* was contacted by the repair center, notified about the update, and given the tracking number
Customer Answer
Date: 02/05/2025

Complaint: 22873427

I am rejecting this response because:
The tracking number provided is not associated with ***** and according to the specific tracking information on the Invicta site, a shipping label was created. However, even after a week, it appears that **** has not yet received the item for delivery.
Could you please provide an update on the status of the shipment or any additional information regarding its current location?

Sincerely,

**** *******
Business Response
Date: 02/07/2025
We have reached out to our authorized service center, and they confirmed that Mr. **** ********* watch was shipped via **** and is now in ********, **. Updates on the package location can be tracked using the tracking number provided by our service center.
Customer Answer
Date: 02/11/2025

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:01/16/2025
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.
I purchased a watch from Invicta as a gift and they are refusing to take it back under their return policy. To make matters worse, when asked to speak with a supervisor, they are refusing to return calls, answer emails, or answer social media chat. I have only talked to a low level customer service agent once on email and once on phone and they wont answer now.I purchased a watch on Nov 12, 2024. The watch arrived in my possession on Nov 16, 2024 as verified by the tracking number. I reviewed the watch at this point, was personally happy with my gift purchase, and set it aside until Christmas.Unfortunately, the gift recipient liked the watch look, but it was too large for him. We were going to return it and find something else, likely from Invicta as they had multiple models we liked.I started reaching out on December 26th, the day after Christmas, and received a reply saying it was past the return policy and I would be charged 40% restocking (which is ABSURD) even though it has never been worn and is still wrapped in the protective film/box.I revisited their return policy. Here is how it begins.RETURNS WITHIN THE ************************************ will accept your return for items which have not been worn or have not been altered within 14 days of delivery.Key word there 14 days of DELIVERY. This is standard for online orders as this makes the return policy fair with in store retail purchases as you dont have the item in hand to inspect until it is DELIVERED.A subset of that return policy says:HOLIDAY RETURN POLICY Purchases made between 11/15/24 and 12/29/24 will be eligible for return through 1/20/25. Final Sale merchandise is not eligible for returns or exchanges.This is misleading as the main policy clearly states DELIVERED. Again, because its not IN HAND yet for the policy to begin. So had I bought it from the store on the 16th, it would be eligible. I want to return this watch. I would like a reply. Ghosting me is unprofessional!
Business Response
Date: 01/16/2025
Hello ****,
Our apologies for all of the troubles caused. We will accept the return although it is out side of the Holiday Returns of the purchase date. We will email you a return label. Thank you
Customer Answer
Date: 01/31/2025

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:12/05/2024
Type:Service or Repair 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 a watch to Invicta for repair and it was lost. I sent a receipt to them to verify its value. They declined to refund the repair fee or reimburse me for the value of the watch. I was able to recover the repair fee from ****** but I still have not received a replacement watch or a reimbursement for its value.
Customer Answer
Date: 12/05/2024
Purchase receipt for the watch sent for repair and subsequently lost.
Business Response
Date: 12/30/2024
Mr. ******* ******* sent his watch for repairs to one of our authorized service centers, *****
We have contacted ****, and they confirmed that repairs were completed on Mr. ********* watch. Mr. ******* created the shipping label himself and opted not to purchase insurance for the package. During transit, the package was lost on its return to him via ****. Since no insurance was purchased, the default package value was set at $100.
Despite not purchasing return shipping insurance, Mr. ******* initiated a dispute through ******, seeking a full refund for the repairs, which IWSC processed and refunded.
Return shipping was handled by Mr. ******* via ****. Any reimbursement for the value of the item should be pursued through the carrier.
Customer Answer
Date: 12/30/2024

Complaint: 22644537

I am rejecting this response because:
According to the emails I received from Invicta, they were following up on the claim with **** and would update me accordingly. I never received so much as a tracking number. I was informed via email that they were handling it.

Sincerely,

******* *******
Business Response
Date: 01/10/2025
Our ************** refunded the amount of the repairs. BUT the service center cannot pay for the value of the watch. Mr. ******* opted not to insure his watch on the return so the burden of risk is on him, unfortunately.
Customer Answer
Date: 01/10/2025

Complaint: 22644537

I am rejecting this response because:
They were willing to help track the order or find a replacement until I filed a complaint. How can I be sure that it was ever even shipped back to me?

Sincerely,

******* *******
Business Response
Date: 01/23/2025
Mr. ******* ******* sent his watch for repairs to one of our authorized service centers, IWSC.
We have contacted IWSC, and they confirmed that repairs were completed on Mr. ********* watch. Mr. ******* created the shipping label himself and opted not to purchase insurance for the package. During transit, the package was lost on its return to him via ****. Since no insurance was purchased, the default package value was set at $100.
Despite not purchasing return shipping insurance, Mr. ******* initiated a dispute through ******, seeking a full refund for the repairs, which IWSC processed and refunded.
Return shipping was handled by Mr. ******* via ****. Any reimbursement for the value of the item should be pursued through the carrier.
Customer Answer
Date: 01/24/2025

Complaint: 22644537

I am rejecting this response because:
I guess I should have expected this level of customer service from a ********************** that peddles its products at rest stops on interstate highways, but since Invicta purchased ******* in an effort to establish some credibility in the watch community, they are the only option for factory authorized service, and I had no choice. I'll be sure to tell my friends about my experience.
Sincerely,

******* *******
Business Response
Date: 02/14/2025
There is nothing else to add. We have responded to the complaint. The customer has not provided any additional information.
Initial Complaint
Date:11/08/2024
Type:Service or Repair 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 in my watch for warranty repair. They sent me a bill to repair. So I called and the repair shop said I broke the watch. I was confused saying if it was broken during shipping I had to pay you guys with damage coverage. She said no it was because you changed the time on the watch and it broke a sprocket. I was shocked with disbelief. I said no how can a watch break from changing the time. She stated that i changed the time between 9pm & 3 am. As you can imagine I was confused. I said the watch is kinetic and dies daily." I asked how would the watch know what time it is when it is dead and not operating for 1. For 2 if it was to die between that time how would you change the time? I would have to wear the watch with the wrong time and look like a dufuss that can't tell time" Lets be honest what good is a watch if it is on the wrong it. As you can imagine I am in total disblief. I went to the store that I bought it from they did not know anything about this. I feel like it is a lie they just don't want to fix a watch that is under warranty. The service department said they could not help me get it covered and I would have to call corporate. I have called them over 12 times over a month. Left messages no return call back. I just want my watch to work as it is supposed to work. I also don't understand how the watch will die in less than 8 hours after wearing it all day. Which makes me change the time everytime I wear it. I was never told about this cause if I was told I would break a watch by changing the time I would have not bought it.
Business Response
Date: 11/11/2024
We have reached out to International Watch *************** which is certified by Invicta Watch Group.
They confirmed that Mr. ******** watch is an Invicta Automatic watch, and the watch has stripped date wheel from repeatedly trying to change the date during the date transition. The watch movement was damaged, and gears are missing complete teeth.
Attempting to change the date during the transition time 9:00 PM and 4:00 AM may cause damage to the watchs movement. This is because the quickset mechanism is designed to engage with the date wheel at a specific point in the watch's movement, and attempting to change the date outside of this range can cause the mechanism to jam or break. This rule is explicit in our watch manual and this same rule applies to most automatic watches produced by any other Watchmaker.
Mr. ******* is being charged for the replacement of the watch movement since manufacturers warranty does not cover any damage that results from unauthorized or improper use, service, accident, impact,negligence or normal wear and tears.
Water damage due to accident, improper use, or negligence. This is explicit in our warranty policy and is industry standard.
Customer Answer
Date: 11/12/2024

Complaint: 22532541

I am rejecting this response because:

Sincerely,

******* ********
I never received a manual first off and why would there staff not inform the buyer of such problem. Now it is also funny that the times are changing of what is said. But I downloaded a manual because of my disbelief. It says nothing to that nature in the manual that is online. Again if the watch is died how would it know what the time is. Also how did I purpose or why would I do such a thing to damage my watch if it was know that would damage it. Also why would you design a watch that time can not be changed. But even with that being said again if that watch is dead. How are supposed to change the date and time. Cause I have never changed the time in the middle of the night. It is always in the morning when I wanted to wear the watch to tell the time for the day. Where is there something stating directly that it will be consumers lability for damages by unknown design flaw that will result in internal damage.
From what I have said since day 1 is I would and most all consumers would not buy a watch that if you change the time would cause a failure. This is directly taking advantage of the consumer by not disclosing a fault in there design and then blaming the consumers for something they never knew about. Then trying to charge them for a repair that should be under warranty. Invicta needs to work with there repair company to repair the watch and send it back to me. Further more I think it is ridiculous I had to pay all the shipping for them to even warranty the defected watch. Cause I am not taking blame for doing something I did not do or even know about. Even when I brought the watch to the invicta store where I bought they did not even state anything to this nature that it can be broken from changing the time. Invicta needs to get my watch repaired or full refund needs to be given back.
Customer Answer
Date: 12/11/2024
This should be a negative impact towards the company. They have done nothing but just state something that was not stated during the time of purchase or have supporting evendence showing what they stated. So they a falsely stating there product so that when it breaks there wont be a warranty.
Initial Complaint
Date:09/30/2024
Type:Service or Repair 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 purchased many Invicta watch , one of the last watches I punched was a pro diver watch for boy *****. The bezel fellow and Invicta has a 3 year warranty but only on internal parts. I called and to get the bezel ship to me is its *****, Stand behind your product and why would a very small part cost more that the watch? I may never purchase a Invicat watch again.
Business Response
Date: 10/01/2024
Your genuine Invicta timepiece is backed by a limited three (3) year manufacturers warranty, from the original date of purchase from an authorized retailer. The only components covered under warranty are: the hands, dial, and watch movement This is explicit in our warranty policy and is industry standard, the bezel is not cover by the warranty this item need to be charged for. The price of the spare parts has to cover the cost of parts productions and running the spare parts division of the company.
Initial Complaint
Date:09/27/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 purchased Invicta watch on ****** on October 1, 2021. The watch came with 3 year manufacturer warranty. The watch stopped working about a month ago. Since I really liked that watch and I could not get the same one, I decided to get a warranty repair on it. According to the manufacturer warranty instruction, I had to pay in front as it said in the warranty "for service evaluation and return shipping" a flat fee of $28. To my surprise, once they received my watch, they asked me to pay additionally $80 for repair! On the phone their representative told me that they only cover some parts and not the other... what kind of warranty it is then? And then i told them to keep the watch and just refund me return shipping, she lied saying that they use the fee for evaluation and will not be sending me any money back. This is very dishonorable way to have the business. They do not stand behind their product and do not treat customers right. I would like, as a satisfaction to either received the repaired watch with no additional payment, or reimburse me the cost of the watch + $28 they charged + $5.55 I paid to ship it to them. Total comes to $100.28.
Business Response
Date: 09/30/2024
The watch was presented to our repair facility for warranty repair. The movement of the watch needed to be replaced and that was covered under warranty. The cost to the consumer was $0.00 for the movement. However the Stem and Crown and the Crystal are not covered by the warranty. These items need to be charged for. This is explicit in our warranty policy and is industry standard. For a comparison, the movement of the watch is like the engine of a car, which would be covered by a warranty. But the Stem, Crown, and Crystal are like the windshield wipers and brakes on a car and not covered by the manufacturers warranty.
Customer Answer
Date: 10/01/2024

Complaint: 22350349

I am rejecting this response because:while the company refused to perform repair and replacement of the covered parts only, they also refused to refund the cost of return shipping I paid in advance whenI told them to dispose of the watch and just refund me the shipping back they charge in advance. Basically, they are collecting the shipping money without shipping. Any reputable company would want their product to last at least 3 years. I used to have the watches to last dozens of years before.

Sincerely,

Lyublyana Turiy
Initial Complaint
Date:07/18/2024
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.
By suggestion in your store in ***************, we contacted invicta watch bands for one of my husband's watches..... Not only invicta watch bands sent the WRONG item, we had to pay for shipping to send it back and now the sent us a refund that is not correct? Is that your policy to steel from your loyal customers? Is that a regular practice? We only want the full refund because your company was the one responsible sending the wrong item. Shame on you invicta group! NEVER AGAIN!
Business Response
Date: 07/18/2024
Hello ******************************,
I am sorry that you are experiencing difficulties with an Invicta purchase. You purchased this strap from a third party retailer that sells 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 was informed that the exact band that you had ordered was provided. Since the band was ordered without previous fitment verification, Invicta Watch Bands advised you that the standard return policy would be in place, shipping would not be refunded but the band purchase amount would be upon return.

Thank you,
Customer Answer
Date: 07/18/2024

Complaint: 22008293

I am rejecting this response because the band we ordered was the original RUBBER and they sent a croco leather band!
That was NOT the band we ordered and we expect a refund in the amount of $11.98 missing from the original price of purchase.

Sincerely,

*************************
Business Response
Date: 07/22/2024
Invicta Watch Bands has already refunded the band cost and as per their standard return policy shipping costs are non-refundable.
Customer Answer
Date: 07/24/2024

Complaint: 22008293

I am rejecting this response because:
Please find attached images regarding the original watch.
The wrong item was sent. We paid the shipping of $5.55 to send the wrong item back.
The total invoice was for the amount of $42.08 and was never refunded, only partially.
Why do we have to pay for the shipping when the mistake was on them?
That's how they operate?
Invicta watch bands still owes $11.98 to us.

Sincerely,

*************************
Initial Complaint
Date:05/07/2024
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.
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
Date: 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
Date: 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
Date:05/06/2024
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 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
Date: 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 Answer
Date: 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
Date: 05/06/2024
We have replied to the request - See attached order and our Policy on "open box" items.
Customer Answer
Date: 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,

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

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Invicta Watch Company of America Inc. is NOT a BBB Accredited Business.