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Business Profile

Watch Repair

Watch Repairs USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Watch Repair.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 61 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Product Issues
    Status:
    Unanswered
    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 vintage ******** watch for a cleaning and new band. The estimate included some repairs that I wasn't aware of and stated that it would take 6-10 weeks. This was toward the end of last year and work was supposed to be started in January. I inquired several times and was told that the work was in process. Now that it is April, the work on my watch has not even been started. I asked for a refund of my money and the return of my watch in the same or better working order. The representative, ******, REFUSED to send back what is my property and refused to issue a refund. I am now questioning if this is a litigable business or not. To refuse to return property is not standard practice of any trustworthy business and the refusal to refund payment for work that is not completed is unethical. This seems like extortion.

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 SEND MY WATCH TOO BE REPAIRED IN 11 16 24 ON THE 12 04 24 I NO PAID 250.OO TO HAVE REPAID THEY SAID IT WOULD 6 TO 8 WEEKS . THEN SAID 3 14 24 NOWS 14 WEEKS LATER NO WATCH WHEN I CALL THEY SAID IET ME CHECK WITH MY TECH.. AS OF TODAY NO ONE HAS GOT BACK TOO ME ALL THEY DO IS HANDUP OUN ME

  • Initial Complaint

    Date:03/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    aug in for repair, back in oct $445.00 spent, in 2 minutes i see its still broken w same issue i ask to repair, sent back in oct of 2024, just recieved today 3/7/25 . While it was there i demanded watch back and they refused to send it back as theyre were parts on order but i insisted as the watch had been there so long ands they were not communicating w me

  • Initial Complaint

    Date:02/21/2025

    Type:Order Issues
    Status:
    Unanswered
    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.
    This company was to perform a watch repair. I sent them the watch they charged me for the repair . Upon receiving the watch back the repair was not done correctly. I call the company to resolve and offered to send pictures I just wanted a refund they refused.

  • Initial Complaint

    Date:02/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 3 watches for repair and was told two of them were done 5 months ago. The third they say needs an adjustment. I was given dates they would return them multiple times and they never return my watches. I have contacted customer service and they tell me they will get back to me with updated status and I never hear back. I cannot get my watches back and cannot get any information about the status of the repair. When I call I can't get anyone that can help me, and they won't let me talk to anyone else. The whole ordeal has been extremely frustrating and need some intervention to help me. I am concerned that they are not going to return my watches and I'm out hundreds of dollars.

  • Initial Complaint

    Date:02/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Sent watch for repair of bezel. They did nothing to repair it, said it never moved. It did. They changed me $30 to send watch back but decided on their own to have it signature only. I was not home and always travel for work. The watch went back to them. They now refuse to send it back without a signature required and want another $30 to keep repeating this cycle. They have now in effect stolen the watch.

  • Initial Complaint

    Date:01/26/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 contacted this establishment to repair my Breitling watch on May 12th 2024. I was given an estimate of $900+ which I paid and sent the watch to them. I received a email saying that the watched was received and later given an estimate of 8 to 12 weeks.4 months later I still had not received the watch. In November some 6 months later I was sent a box that by its lack of an any weight appeared to be empty and I refused the unopened delivery from the shipper **** *** returned the box to the sender and sent an email saying that the box was empty and discarded. This information was relayed to the business and available to track by the same shipping tracking number that they provided. I received an email acknowledging the issue and that someone would be getting a phone call to address the issue; that was in November. As of this day January 26, 2025 (two months later), I have not received a call or any other correspondence to address my lost.

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 to them in October. They said they would have to order parts and as soon as it was repaired they would notify me. I called shortly after Christmas to check on the watch and they told me I should get the watch on Jan. 3rd. I called again on 1/6 and 1/8 and on 1/10. Each time they said they had to check with another department and they would e-mail me the results. I called again today Jan, 13th and I got an voice response saying they would get back with me,

  • Initial Complaint

    Date:12/22/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    Watch was sent for repair. I received a detailed estimate for repair, which I declined. I asked for the watch to be returned, and paid the return shipping. I received the watch back. When I sent the watch for repair, the center chronograph hand was not functioning. All other hands were functional. When the watch was returned to me, the left subdial hand no longer functions. It was functioning when the watch was received by their company, as seen in the attached pics that ***** sent me. I have made numerous contacts with the company by email. ***** is refusing to take responsibility for the damage, and is now not responding to additional messages. I made it clear that I am not seeking a "free" repair of the original issue. I am only seeking repair of the subdial hand that was functioning when the watch was sent to them.

    Business Response

    Date: 01/07/2025

    Mr ******** provided us with a Movado watch for repair.   We received it on November 8th.  Our notes on the watch from the customer.  "Top chronograph button not working, chronograph hand does not move."  My watchmaker reviewed and recommended an overhaul service to repair the chronograph.  The customer declined the estimate and paid return shipping.  We shipped the watch back without a repair on December 6th.  We do not touch a movement to provide an estimate.  We would be happy to honor our estimate we provided to the customer for the overhaul, chronograph repair, new battery and reseal.  

    Customer Answer

    Date: 01/15/2025

     
    Complaint: 22721391

    I am rejecting this response because: This complaint has not been resolved. I have received no further response from the company regarding the damage they did to the watch I sent to them. I expect the company to at least repair the damage caused by them. I am not looking for a free repair of the issue that I initially sent them the watch for. Just the damage they caused. Thanks!

    Sincerely,

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

  • Initial Complaint

    Date:12/18/2024

    Type:Product Issues
    Status:
    Resolved
    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 a battery replacement in perfect undamaged condition. They returned it to me and it looks like a 2 year old tried to pry the back of the watch off. I emailed them and they sent me pictures of when they received the watch and when they shipped out the watch. From there own pictures you can see they received my watch without the damage and shipped it back to me damaged. They want me to ship it back to them to fix it. After checking their bbb profile i see that they have threatened to keep people's watches and i will not return it to them. No chance in hell! I want them to send me a replacement back for the watch and refund my money.

    Business Response

    Date: 01/07/2025

    We have refunded through ****** the entire repair.  We have asked many times to have the customer return the ********************** and we repair any damage.  They have refused.  We are trying to work with the customer but they have not been willing to work with us.  

    Customer Answer

    Date: 01/08/2025

     
    Complaint: 22706260

    I am rejecting this response because:

    Sincerely,

    ****** *****

    Watch repair usa did not willingly refund my money for the repairs.  Their customer service told me that they don't give refunds.  ****** resolution center found in my favor and returned my money. It is not reasonable to expect this company will to take any accountability.  I want the replacement value of my watch.  The scratches, gouging and dents on the back and adjacent side of the watch occurred when the tech removed the back of the watch. The amount of force exerted to open the watch caused harm to the delicate internal components. The company fraudulently claims that repairs needed to be made and parts replaced. The supposed repairs performed were defective and insufficient to restore correct functioning. My watch STILL IS NOT WORKING AND IS DAMAGED! I refuse to give this company another opportunity to (1) steal my watch, (2) try to charge me more money for work that is covered under warranty (3) possibly damage my watch more. I have filed a small claims case and their agent that is listed on the Illinois government website won't give me his email address so that I can have the company served with complaint and summons.  Watch repair usa is trying very hard to avoid being held accountable for the fact that they did not fix my watch and my watch is damaged. I had a beautiful watch before I sent it to them for a battery replacement. This company is not a trustworthy business and I will file as many complaints with an many agencies as possible to stop this company from scamming others.  There are hundreds of bbb complaints that they cause damage, lose, refuse to return, claim the watch was abandoned and charge more money for work that's covered under warranty.  If you want me to return my watch to be repaired by the damage YOU caused, I want collateral.  Give me the replacement value of my watch and you can have the watch you damaged.

    Customer Answer

    Date: 01/12/2025


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. I had to dispute the transaction with ****** to get a refund.  I had to file a better business bureau and ftc complaint.  I literally had to file a small claims case before they agreed to pay for the replacement back for my watch.  The replacement value of the back of my watch was $200 and I agreed to accept $300 because I would need to pay a jeweler to replace it for me.  It is a shame that it had to get this far. 

    Sincerely,

    ****** *****

Watch Repairs USA is NOT a BBB Accredited Business.

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