ComplaintsforSeiko Watch of America LLC

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am having a very hard time dealing with the Seiko Service Center on a vintage watch that I had sent in on 11/30/2021. The watch was given repair # ******* and was evaluated for a maintenance/repair. The watch was sent in by me to proactively have it maintained due to it's age and lack of service history to my knowledge. The watch was running accurately without issues at the time of me sending it in. I took pictures of the watch before it went into the mail to Seiko which show the watch hands perfectly aligned and in working order. It's not hard to tell that it was fine from the pictures as the hands of the subdials are at the 12 hour mark. Seiko kept the watch in their possession until 1/14 with no meaningful communication as to what they were doing. On 1/14 they told me on a phone call that the watch was unable to be serviced due to a discontinued part. All is fine up until here. I received the watch on 1/18 and was dismayed at the condition of it. I took pictures immediately showing how the orange seconds hand had been replaced and was not even secured to the watch (it was floating within the case) and that every subdial hand was in an improper position. I thought maybe it was due to the watch having stopped working while in shipment and gave it a chance to run after wearing it and found that the watch was in complete non-working order. I have more videos and pictures to document each of what I've mentioned above. I communicated this to Seiko and received zero accountability whatsoever. They said they would re-attach the floating seconds hand and that they are not responsible since the watch was sent to them in the broken manner that it was sent back to me. I'm shocked to hear this as the timestamped pictures tell a different story. They are sending back my watch in non working order which is now of no value to me. I would be so thankful if the BBB can help to step in and review the case as I've had no success in working with Seiko customer relations.

  Business response

  02/04/2022

  Dear BBB,

  The watch we received from Mr. **** is a very old Seiko mechanical chronograph.  Upon our evaluation in January 2022 it was discovered that a certain part (chronograph wheel) required for a successful repair is no longer available and there is no more stock produced. The watch we received was not functioning and the movement would have required a full overhaul to make the watch operational to manufacture specification.

  When the watch was returned to Mr. **** we were advised (by Mr. ****) that the chronograph hand had become dislodged and was floating inside the case.  Since SWA did not service the watch we would not have performed any work on the hand.  As the watch is very old with worn parts it is possible that the hand could have come dislodged while in transit from SWA to Mr. ****.   As a result, we agreed to re-attach the hand free of charge to Mr. ****.  We received the watch back last week and have shipped it back on 2/3/2022, via UPS with signature required upon delivery.  

  Since SWA returned the watch in the same condition as we received it, and an overhaul was not possible due to the discontinuation of the chronograph hand, regretfully there is nothing we can do to honor the request that Mr. **** is seeking.

   

  Sincerely,

  SWA Customer Relations

  Customer response

  02/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: The watch was sent into the SWA facility in perfect working order with no issues. It was sent in as a proactive measure to ensure that the watch would continue to be usable. The photos I included showed the watch before shipment to SWA, in working order with the hands aligned. The condition of the watch when returned is also captured in pictures and it was hardly in the same condition. The watch is unusable at this point. Also, the seconds hand in question clearly shows that the hand was replaced by some other part and is NOT the original one that was sent in with the watch.

   

  On another note, the fact that SWA claims to not have touched the watch to be able to have damaged the dial area are false. They had to take apart the watch to some extent to find out that they were unable to fix it. 

   

  The pictures are very clear and show that the watch was mishandeled by SWA. BBB team, please go to the link here ******************************************************************************************** and see the pictures of the before and after.
  
  
  
  Regards,
  
  ****** ****

  Customer response

  02/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: as mentioned by SWA, the facts have been stated over and over again. In fact, pictures and videos of the before and after have also been presented more than once. It boggles my mind how pictures of pre-shipment and post-receipt are not being considered fully. If SWA's claims that the watch was returned in the same condition it was received in, then this case should be moved to a shipping insurance claim. And if we move to that resolution, then SWA should file the shipment insurance claim since the damage occurred from their facility to my house.

  Again, there are photos from my end of pre-shipment and post-receipt. It is not my fault that SWA does not take photos of the watches they receive. I will not now or ever accept SWA's deflection of responsibility. The watch was sent to SWA in working order and has been received in non-working, damaged condition.

  The facts of the case are listed below once more for your review.

  I'd like to point to the pictures in the attached link (***************************)
  - I took pictures of the watch before it left in perfect working order on Nov 30, 2021
  - Thew watch was returned to me on 1/18 not working, with hands misaligned, with the seconds hand completely dislodged
  - From the pictures, one can also see that the orange hand on the watch was not even the hand that the watch was sent back with
  - After discussions with Seiko service, the watch was sent back to have the hand replaced but still, the watch is unable to keep time, therefore making it unusable
  
  
  Regards,
  
  ****** ****

  Business response

  03/08/2022

  Dear BBB,

   

  Unfortunately there is no additional information I can provide to assist Mr. **** that has not already been stated.

  We received his watch in an un-working condition and the parts needed to complete the service are no longer manufactured.  We would be happy to assist Mr. **** with the repair if we could, but regretfully there is nothing further we can do due to the unavailability of parts for this very old watch.

  Sincerely,

  SWA Customer Relations

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I have three issues with Seiko that I am seeking help with:1) Seiko would not honor my watch's warranty and forced me to pay for a service that was due to manufacturer defect. The defect was that the crown would fail to s**** down once out of every 3-6 tries.2) During that service (April 2021), Seiko ruined the waterproof seals on the watch (it's supposed to be waterproof to 300 meters) and when I received it back in August 2021, the watch took on water at the pool.3) The watch was sent back to Seiko, who has now had it for a total of 5.5 months. Seiko is unresponsive to inquiries.This watch was purchased on 9/6/2020 at a price of $5,478. That's not a typo, it is a supposedly limited edition, "high quality" watch. Seiko's warranty is 3 years. I do not have a shipping tracking number because the watch was sent to Seiko by my jewelry store, ************ in *********, **.If you can do anything to help, I would greatly appreciate it!! Trying to get Seiko to honor their warranty is a nightmare. I will never do business with them again.

  Business response

  11/01/2021

  Dear BBB,

   

  Please confirm with the customer the full address of the retailer who is handling his watch service.  I also need to confirm the serial number of the **********************.  This is required so I can match his watch correctly with the retailer.  Then I can provide feedback related to the complaint.

   

  Sincerely,

  Customer Relations

   

   

  Customer response

  11/02/2021

  
  Complaint: 16075270
  
  I am rejecting this response because:

  This is not exactly a rejection because Seiko simply requested more information.

  Based on a previous correspondence earlier this summer, I believe the info you need is: Serial- **** Case ********* -GA

   

  The full address of the jeweler is:

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

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

  
  
  
  
  Regards,
  
  *********************

  Business response

  11/03/2021

  Dear BBB,

   

  Please know that the service is being performed on a warranty basis, with no cost to the customer.  The ********************************************* is currently waiting on dial and hands which have been ordered.  Once the parts come in we will complete the service and return the watch to ************* in *********, **.

  We expect to have the watch returned to the jeweler by the end of November.

   

  Sincerely

  SWA Customer Relations

• Initial Complaint

  08/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently bought a seiko watch from ************, received it in a timely manner, although when I got the item there is misalignment in the watch dial and chapter ring. I cannot ‘unsee’ it so to speak. I called customer service and emailed them regarding the issue, and they advised me to just return the item for a refund. Problem is, they would not send me a return label, meaning I have to shoulder the return shipping! I emailed them again but seikousa has not responded yet. Why would I have to pay for the return shipping when it is not my fault that the watch is subpar! This is very poor customer service on the part of seiko. I want to have them send me a return label or pay for the return shipping of the watch.

  Business response

  08/09/2021

  Dear BBB,

  A return shipping label should have been included with the package in case a return/refund is requested.  Please ask the customer to re-check the packaging for the return label.  In the meantime, one of our reps will contact the customer to assist in case the return label was not included with the shipment.

   

  Best regards,

  Customer Relations

  SWA 

  Business response

  08/11/2021

  Dear BBB,

   

  Per customer relations department, a return label has been created and sent to the customer.

   

  Best Regards,

  Customer Relations

  Customer response

  08/16/2021

  [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. I am still waiting on the refund though, which hopefully will push through so it won’t give me any more problems with ************.
  
  Regards,
  
  **** ******

*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. ↩