261 Customer Reviews
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Review from Jackson C
1 star07/09/2024
Sent my watch to Hurley Roberts & received confirmation from them that that they received my watch for repairs April 28th. Approved Hurley Roberts to proceed with repairs they noted & paid $307.65 for repairs to watch on April 28th in response to their email. Since this last corespondance (April 28th), I have NOT received a status update about completion of my repairs or when I can expect them to be completed. Hurley Roberts has now had my watch for 2.5 months & other than an automatic email stating that their company is understaffed & in the process of upgrading their facility I have NOT heard from them or have any way to contact them for a status update because all I receive is an automated email or voicemail when I call their service number.All I want is for Hurley Roberts to contact me & let me know when my watch repairs will be completed & when I will be receiving my watch. At the very least, if they can NOT complete my repairs in a timely manner then they need to refund what I paid for the repairs & send my watch back to me. This current level of service & lack of communications is completely unacceptable & makes Hurley ******************************** Watch look REALLY bad. Please help me resolve this issue, your help would be GREATLY appreciated.Very Sincerely,******* ************** Sneads Ferry, **
Hurley Roberts Service Co. Response
07/10/2024
Dear *******,
We are very sorry for the missed communications unfortunately during our system upgrade we were unable to reply as we would have liked.
There was a delay in getting the parts we needed for the repair of your older Citizen Dive Watch.
The good news is that we expect to get the final parts we need by the end of this week if not early next week.
Repairs at this point in time take about 2-3 weeks from when we get all the parts in, but we will complete the repair sooner if at all possible.
Then your watch will go through a brief quality control, and should it pass it will ship soon after.
When it ships you will automatically get an email with tracking information.Review from Doug B
1 star07/03/2024
Poor Repair Service, Inadequate Customer **********************, and refuses to return un-repaired watch and down payment. I contacted Hurley on Jan. 5, 2024 and shipped my watch to them which they received on Jan. 17, 2024. After several phone calls, I finally received an invoice of $331.65 to repair my watch on Feb. 26, 2024. I paid the full invoice on Feb. 26, 2024 in order that Hurley would begin the repair. In reality however, Hurley did nothing. On Apr. 28, 2024 I requested another status of my watch. I received a Hurley reply on May 17, 2024 stating that all the parts for my repair had not been received and hopefully in the next 1-2 weeks they would. 2-3 weeks later, the watch may be repaired. On May 17, 2024 I directed Hurley to return my un-repaired watch and refund my $331.65 payment. On June 21, 2024 I requested the status of my un-repaired watch return along with my $331.65. No Response received. Now, July 1, 2024 I receive a email stating my watch has been shipped. When I responded and asked if my $331.65 refund was included in this shipment, Hurley stated that the watch had been repaired, against my two previous instructions on May 17th and June 21st. This company is a sham and does not produce a quality service nor customer satisfaction. DO NOT USE this company.Hurley Roberts Service Co. Response
07/05/2024
Dear ****,
We are sorry about the miscommunication with your watch repair and the long time frame for the repair itself.
There was a delay due to the back ordering of parts, but we did repair your watch as soon as we could.
Hopefully you will; despite our miscommunication in your request to have your watch returned un-repaired, enjoy your repaired and perfectly functioning Citizen Watch for many more years to come.
Review from Abraham S
1 star07/03/2024
This company has my watch since March. I have not heard from them since. I have tried every way to contact . This is not the way to conduct business.Hurley Roberts Service Co. Response
07/05/2024
Dear *******,
It looks like we had sent you an estimate for the repair of your watch since March when you sent your watch in and never heard back from you.
Upon further inspection it looks like you just paid for the repair of your watch.
We will be moving your watch along in the repair cycle and will be endeavoring to get it repaired as soon as we can.
Thank you for your patience and understanding.
Review from Richard J
5 stars06/30/2024
excellent customer **********************/ quality of work first rate/ if the need arose again I would have no reservations on doing business with this companyHurley Roberts Service Co. Response
07/01/2024
Dear *******,
Thank you so much for your review !
It means a lot to us when our customers are satisfied with no only our work but also our customer **********************.
Please enjoy your watch for many years to come.
Review from Deanna V
1 star06/27/2024
In February 2024 I sent a Citizen watch for repair (one they have repaired in the past). I received an email verifying the watch had been received along with a quote for work to be done. I paid for the work. I've sent numerous emails with my status showing watch case number and serial number from their website stating no status is available at this time. Phone calls are automatically answered with a recording of an auto-response saying they're doing an upgrade with no way to leave a message. I've heard nothing via email or status update. I just want the watch and my money back.Review from Randy P
1 star06/22/2024
Around 3-10-24 I sent them a Citizen dive watch for repair. I received an email on 3-20-24 saying the watch had been logged in to their system. On 3-26-24 I received a quote for work to be done. On 3/27/24 I approved the quote and paid for the work. Their receipt said simple repairs would take three weeks and complex repairs would take up to 12 weeks. This was a battery and gasket replacement so should not be considered complex. I have not heard from then since then. Calls are answered with a recording and emails are either bounced or receive an auto-response saying they're doing a "business upgrade" and that they will get back to me in 5-7 business days. My first attempt to email to request an update was on 5/8/24. I still receive the same email and recorded phone messages. A family member that lives in the ******* went to the address I shipped the watch to and she said that they were no longer at the address. The only communication I've heard about this repair was when I registered a complaint with BBB and they said it would be another three weeks (after having it for three months) until it went to "Quality Control. At least I've heard something, although I tend to not believe it.Hurley Roberts Service Co. Response
06/24/2024
We are sorry about the issues with our communications.
It was entirely unexpected that our system upgrade caused the issues that it did and we are and have been working our best to resolve them.
Also in regards to your family member who went to our old location we no longer have a storefront for walk-ins due to security reasons the same as the factory service center in ***********
The primary delay in the repair of your watch was a back order of part.
This is not uncommon for a 22 year old watch.
It would actually be more likely that the parts have been discontinued being that Citizen Watch typically discontinues parts for their watches after about 10 years from the date of manufacture.
This would mean parts in the most part would have stopped being made around 12 years ago.
With that being said and as you were informed we were able to obtain the parts we needed for the repair and service of your watch despite this due to our continuous efforts and perseverance.
The repairs will take about 3 weeks as mentioned but of course we will try and complete them sooner if at all possible.
Then your watch will go through a brief quality control, and should it pass it will ship soon after.
When it ships you will automatically get an email with tracking information.
As an official Citizen Watch service center we pride ourselves on still servicing these older Citizen dive watches and getting them back to dive ready standards as is required.
I hope we have addressed your concerns and hope you have a nice day.
Review from Bob J
5 stars06/18/2024
Hurley: Professional, Accurate, Responsive, value-driven, outstanding, honest My wife was given a Citizens Eco-Drive watch by our youngest son several decades ago. It was a special gift. After quite some time, it would not keep time. No matter how long we left it in the sun, it stopped after a few hours. We took it to a fine local jewelry store and they quoted $250 to replace the capacitor After six months of excuses, we asked for the watch back and found Hurley Roberts Service was a Citizens authorized repair facility. In all my 80 years of dealing with repair facilities, I have never known a better organization. The bottom line was that they returned it for much less and in only six weeks, and it works like new.But that is not the whole story. Every communication I initiated was returned in one business day. Their website had me fill out an information sheet. The next day I received the estimate. This was not an ordinary estimate. It was complete. It was thorough. It looked like a medical exam. It described every facet (pun intended) of the watch and band. I prepaid for the repair. Even though they said some repairs might take 12 weeks, I got impatient and asked about the repair at four weeks. The next day, I got the answer that they were redoing their systemsthey apologized!.After six weeks, I got an e-mail it was being shipped. It arrived in two days, perfect.Hurley Roberts Service Co. Response
06/19/2024
Dear ***,
Thank you so much for your kind words !
It means the world to us when our customers are happy not only with our repairs but also our customer **********************.
Please enjoy the watch for many more years to come.
Review from Mark H
4 stars06/17/2024
The repair/service was more than I could have asked for. My primary concerns were the length of time it took to complete the service and the lack of communication from your end. Occasional updates, even just notices that you were still waiting on parts, would have eased my frustration and anxiety. Additionally, a more realistic estimate of the time to complete the repair would have been nice. I'll still recommend your service and plan on sending additional watches to you for repairHurley Roberts Service Co. Response
06/18/2024
Dear ****,
Thank you so much for your review !
With our new system we are working on finalizing a way for customers to request and get a status update for their repairs any time they want !
We are sorry for the long time it took for the completion of the repair of your watch, but we are happy to hear that you are pleased with our services.
Please enjoy your watch for many years to come
Review from Joyce D
5 stars03/31/2024
Extremely good and honest, watch service company. Have used this company a few times and Ive always been happy. Highly recommended.Hurley Roberts Service Co. Response
04/01/2024
Dear *****,
We are so happy that you decided to use our services again and even more so that you are still very happy with our services.
Please continue to enjoy your watch for many more years to come.
Review from Barry R
5 stars03/29/2024
Excellent service. Very satisfied with cost and timeliness of repair.Hurley Roberts Service Co. Response
04/01/2024
Dear *****,
We are very happy to hear that you are please with our services !
Please enjoy your watch for many years to come.
Customer Review Rating
Average of 261 Customer Reviews
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