Complaints

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:11/30/2024

  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.

  On or about Oct ***************************************************************************************************** the area. I was assured I could just have a battery installed. I even pointed out before sending it in that the watch was not worth what they post on their website as a repair estimate if the watch required movement replacement. I didn't realize it was a scam because every watch that gets mailed to them receives the same bill after they have your watch. I was told it would be $150 for repair. I paid $130 for the watch new. Why would I pay them $150 when I could buy a new one. The watch is in near perfect condition. But just required a battery ---like every other watch in the entire world. I wasted $15 mailing my watch in to them to be presented with a scam to purchase $150 worth of bogus work. They didn't even open the watch to verify this fact. They just tell everyone that they need movement repair. It's a scam from end to end.

  Business Response

  Date: 12/02/2024

  Dear BBB,

  Each watch that is received at our service center is inspected and reviewed to provide an accurate repair estimate.  For watches that use a battery (silver oxide) or, in the case of Mr. ***** watch, a rechargeable lithium battery, the battery is one of the first items we check.  The rechargeable battery was indeed weak, however there is also a problem with the ** unit within the movement that does not allow the watch to restart or charge.  Accordingly, a movement overhaul is required.  We receive many watches that only require a battery replacement and no other major work, like a movement overhaul.

  In the case of Mr. ***** watch, a movement overhaul is necessary to restore the watch to working specification.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 12/02/2024

  
  Complaint: 22622640
  
  Please tell me why these crooks have such a record for all-time low reviews of service and why in the world they couldn't just tell me what they just did instead of of me having to get the BBB involved? Tell them I want my watch back too.  They don't get to keep the junk they sell.
  
  Regards,
  
  ***** ***

  Business Response

  Date: 12/03/2024

  Dear BBB,

  Please know that Mr. ***** watch is being shipped back today, unrepaired (as the free estimate was declined).  The USPS tracking number is: 9400111899561593938524.

  Sincerely,

  SWA Customer Relations

• Initial Complaint

  Date:11/22/2024

  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.

  Dear *********** sent my watch to the Seiko service center for repair under warranty due to discoloration. However, they informed me that the warranty does not cover discoloration. I then submitted a complaint to the BBB (Complaint ************, but their response was the same.The issue now is that the service center has not returned my watch and is holding it at their facility. I have emailed them three times requesting its return, but they have not responded.I kindly request your assistance in resolving this *********** regards,Zabih

  Business Response

  Date: 11/22/2024

  Dear BBB,

  Based on the customers further comment, we will return the watch today unrepaired.

  As noted in our prior comment the condition of the watch is from normal usage.  The watch is almost two years old and the condition is consistent with typical wear and not a result of product defect. 

  We are sorry that we could not be of assistance to the customer.

  Sincerely,

  SWA Customer Relations.

• Initial Complaint

  Date:08/30/2024

  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.

  I sent my watch in for repair (out of Warranty) and here's the key dates of the issue:* 6/18/24 - Received email - Seiko received watch.* 6/?/24 - Paid $234.58 online (Don't have a date I paid)* 7/2/24 - Received email - Seiko is waiting for 1 part to repair.* 7/22/24 - Received email - Watch is being worked on and will ship in 2-3 business * 8/1/24 - Sent email asking for status, no reply.* 8/7/24 - Sent email asking for status * 8/8/24 - Received email that my watch will need to be replaced with a new watch for $295.00 * 8/9/24 - I called Seiko and the person said the watch was being repaired and will ship soon.* 8/23/24 - I emailed asking for an update, no reply * 8/28/24 - I emailed asking for an update, still no reply as of today (8/30/24).I'm concerned about the Customer ********************** response times and conflicting answers on the status. It feels like the status of the watch is unknown and it may be missing?************ www.SeikoServiceUSA.com

  Business Response

  Date: 09/04/2024

  Dear BBB,

  A replacement watch has been offered to the customer, which he accepted.

  with best regards

  Customer Relations

  Customer Answer

  Date: 09/06/2024

  I received the response below from Seiko this morning.After reading some of the reviews/complaints, Seiko has problems tracking their repairs (and shipments).
  
  
  They are replacing the watch with a new one - though I did pay to have the watch repaired so a "new watch" is still costing me $235. 
  
  
  At this point I'll be happy to get a watch back on my wrist but I now know not to get this watch repaired (if needed) and not to buy from Seiko again. Since I don't have the new watch in my possession, the issue isn't fully resolved, we'll see if they can get the order straight and the correct watch shipped to me.
  
  
  ****
  
  
  
  
  
  
  Received 8/4/2024
  
  
  Hello,
  
  
   
  
  
  Apologies for the delayed response as we were conducting a search for your watch.  Unfortunately we are unable to locate the watch as it seems to have been lost in shipping.  Please visit www.seikousa.com and select a watch that retails s up to $335 as a replacement.  Please reply with your selection and we will send you a new watch at no charge.
  
  
   
  
  
  We sincerely apologize and regret the inconvenience.
  
  
   
  
  
  Regards,
  
  
   
  
  
  *****

• Initial Complaint

  Date:06/06/2023

  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 brand new Grand Seiko SBGC253 on 4-20-2023 for $12,000.00 S/N ******. I wore this watch home from the store and took it off my wrist. I went to bed. I got up and checked over the watch hoping to admire its beauty. Unfortunately, I noticed a gap in the bracelet by the clasp. I contacted the store I purchased it at, went into the store and they said is all they would do is send it in for service. Literally a watch I had on my wrist for a couple hours is being sent out for service? I bought a brand new watch, not a used one. I don't want this watch anymore, I expressed that to the dealer and left without leaving them the watch. I didn't want my brand new watch sent cross country for repair. The shop contacted me the next day asking me to come back saying they would just order a new clasp and repair it in the store. I came back, they took my watch in, they ended up sending it out after telling me a lie. I get the watch back and there are marks from where they appear to have repaired the watch. They didn't even replace the clasp. My dealer told me the clasp would be replaced and it would be replaced at the store. I want a refund from someone, I didn't buy a used watch and am NOT accepting this used watch. Grand Seiko at this time seems to be a trash brand that doesn't deliver any form of customer service or customer satisfaction to their customers.

  Business Response

  Date: 06/07/2023

  Dear BBB,
  We received the watch from Hyde Park Jewelers on May 8th, 2023 with instructions to repair the band/clasp.  Since the band and Clasp are covered under the terms of the warranty, all work was performed on a non-chargeable basis.  The watch was shipped back to **** **** ******** on May 12th, 2023.  Regarding the marks noted by the customer when he received the watch back, it would be helpful to know in what areas (of the watch) he is referring to.  We take pictures of the watch upon receipt and also just before shipping back to the retailer/customer.  The condition of the watch upon receipt showed signs of wear, most notably around the case.  
  Regarding the experience with **** **** ******** I cannot comment, however I will certainly pass the information along to our Grand Seiko sales person in the California area who can provide some further assistance.  
  Any refund for the product would have to be issued by the Grand Seiko dealer it was purchased from.
  Sincerely,
  SWA/GSA Customer Relations
  

  Customer Answer

  Date: 06/12/2023

  I was contacted directly by the business and the issues are resolved, I would like to withdraw my complaint in its entirety. Please let me know if you received this. I appreciate your assistance in this matter.

  
  

• Initial Complaint

  Date:05/10/2023

  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.

  5 month old watch had what I presumed was a defective bracelet issue (links fell off while wearing). Sent in was told the watch band was not covered by the warranty and I had to buy a brand new band for $219.36 plus a service charge of $10, tax for $21.79 and $13.50 shipping. Grand total of $264.65 which is 1/3 of the cost of the watch. I reluctantly agreed however it was not communicated to me that the issue could have been resolved by seating new pins and collars in the area of the watch band that was having issues - it was not the band but the mounting system. When I received the watch back, and after paying $10 to have the band installed (service charge) by SEIKO, they did not even bother to size the band properly which they could have done easily. I took the new watch band and the old watch band to a professional jeweler and he showed me that the band was not defective rather the pins/collars just needed to be replaced. So SEIKO defrauded me of $264.65 for a repair that should have cost a few dollars.

  Business Response

  Date: 05/16/2023

  Dear BBB,

  Upon review of the claim made by the customer, I have decided to authorize a full refund ($264.65) to the customers credit card.

  We apologize for any inconvenience caused to our customer.

  Please allow several days for the credit to appear on the credit card.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ********* ***********

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service 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.

  4/18/23 purchase date for a $725 watch. Terrible customer ********************** with absolutely no attempt to reach out being a disgruntled customer.Order **********************

  Business Response

  Date: 04/27/2023

  Dear BBB,

   

  We will contact the customer so we can assist with the issue he is having.

   

  regards,

  SWA Customer Relations

• Initial Complaint

  Date:03/24/2023

  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 grand seiko watch (model SBGA413) on October 28th, 2021 for $6,900.00 USD from an authorized Grand Seiko dealer. The watch came with a 5 year warranty that explicitly states that the band of the watch is covered under warranty under normal usage. On March 8th 2023, I sent in the watch to the service center be repaired under warranty since there is a failed link on the band. The service center is refusing to cover the band under warranty by saying that this damage is is not covered and that I need to pay $1,156.61 to replace it with a new band. I tried multiple times to get them to provide a reasonable explanation as to how I was at fault, but they kept insisting that this was out of warranty, and that I **************** the band without any proof or reasonable explanation. Aside from the failed link, the watch shows no signs of abusive use - no dents nor indications that the watch has been dropped or damaged. I have attached images of the watch, the warranty information, the service request details, and my email communication with them. I strongly believe that seiko should be responsible to repair the watch under the language of their warranty and its application to this situation. Any help would be greatly appreciated. Thank you!

  Business Response

  Date: 03/27/2023

  Dear BBB,

   

  After further review of the customer's concern, please be advised that we will cover the band replacement on a warranty basis - no cost to ***************

  We apologize for any inconvenience this may have caused ***************

   

  Best regards,

  SWA/GSA Customer Relations

  Customer Answer

  Date: 03/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/19/2023

  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.

  My wife purchased this watch for me when I retired and I wore it less than 20 times since new. The k*** to set the time came loose/ something broke inside, so it wouldn't set. I sent it in to Seiko with a copy of the receipt showing it was still under warranty. They responded that it would cost $356.01 to repair it and that it was out of warranty. I questioned this and they said they would need the warranty card. I told them I had it and would send it and asked if I did so if the repairs would be covered. I received no response. I called customer ********************** and was told the case was broken and that was not covered under warranty. The case was perfect as it had spent most of it's time since I got it in a watch case and was primarily wearing my Casio or Garmin.

  Business Response

  Date: 01/19/2023

  Dear BBB,

   

  Although we received the watch within the three year warranty period, damage to the watch that is result of improper use or any reason that is not a defect in the product is not covered under the terms of the limited warranty.  In this instance, the watch sent in by ******************** had a damaged case, or more specifically, a damaged case pipe/tube.  The condition it is in would not occur during normal use of the watch.  

  As such, we can only service the watch on a chargeable basis which requires the replacement of the case.

   

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 01/19/2023

  
  Complaint: 18836974
  
  I am rejecting this response because:
  

  The watch was rarely worn since new as I wore my Casio at work and Garmin for outdoor activities. It was in no way mishandled. I believe the part in question was poorly made or defective, which caused it fail in such a short period of time.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/23/2023

  Dear BBB,

   

  Please know that we can only assess the warranty status based on the condition of the watch when it is received.  Since the watch was received in a damaged condition we are unable to process the claim on a warranty basis.  Such a condition, where the case tube would become malformed, would not occur during normal use of the watch.  

   

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 01/24/2023

  
  Complaint: 18836974
  
  I am rejecting this response because:

  again the watch was rarely worn. To say it was abused is inaccurate. I found a local reputed watchsmith to replace the push button who will give me a warranty on his work. And this will be hundreds of dollars less than Seiko quoted me.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/26/2022

  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.

  HI,Repair#******* JOB#DEVAN CASE#V1720AJ0 SERIAL#****** BRAND#********************** I purchased Seiko watch on Aug 06 2019. Seiko Solar Two Tone Stainless Steel Chronograph Watch - SSC143 - Men Color: Black/Silver Tone, Size: LARGE, Qty: 1.Due to covid this watch was not used at all for close to 18 months and this watch stopped working.I send the watch for repair to seiko and i got email from them to pay for the service which surprised me.The watch is still under warranty and they say they have moisture inside the watch which i don't understand why.People don't buy 400$ watch to pay 200$ for service when in warranty.Please have this watch serviced and return it back in working condition.

  Business Response

  Date: 05/31/2022

  Dear BBB,

   

  Please know that the customer's ********************** has a large amount of rust inside.  We checked the water resistance and found that it passed, which indicates that the watch was used in a manner not appropriate for its water resistance rating, or the crown was not properly engaged to prevent moisture from entering the inside of the watch. 

  Regretfully this voids any warranty that would have been in effect.  As such, we can only service the watch on a chargeable basis.

  Sincerely,

   

  SWA Customer Relations