ComplaintsforMovado Group, Inc.
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Complaint Details
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Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought a watch that came with a battery that does not work and we have emailed multiple times and they responded once and asked the issue after we told them the issues and then they never responded again so my husband has not been able to use the watch at all so we want a refund.Business response
06/13/2024
Dear ********,
I sincerely apologize for your experience with your timepiece and the communication issue with our team.
We will reach out to you today.
I thank you in advance for your patience and understanding as I work to resolve this matter for you.
Kind Regards,
*******************
Customer Care Manager
**********************
*************
Monday Friday, 9 am through 5 pm,Eastern Standard Time
Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased Movado connect 2 watches for myself and my wife, spend almost $700.00... within a week filed complaint as the watch does not even last on battery for half a day. They recommended some changes and still it is not working. Have tried to resolve this multiple times with the company. But, it has all been in vain. I have not been able to get any resolution. And, after spending $700 on watch, and on movado this is not what I had expected! I need resolution in the sequence of preference 1. no exchange replacement for same value as this has been a ridiculous experience with Movado!2. Please refund me all my money back. 3. Replacement of same value with regular movado watch and not connect... connect is ridiculous!!Initial Complaint
08/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Approximately 20 years I bought a Movado watch at a Movado Outlet store in Myrtle Beach, SC. on Highway 501. I no longer have the receipt but I believe the cost was around $500. I recently took the watch to my jeweler to be engraved and cleaned and was informed the watch was a fake. (Rocky Point Jeweler, Rocky Point, NY). I called the company and was told to send it to NJ to be authenticated. I’m afraid if I send it to them they will keep it. The watch had been purchased for our son who recently died. I had wanted to give it to my grandson for his 21st birthday as a memento from his Dad. I realize after all this time I don’t have any recourse, however, I don’t want this to happen to anyone else. How can you help me with this travesty.Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I would like to report unfair customer service practices by Movado Company and alert any future customers of them. On 05/25/2023 I sent a watch to Movado to be repaired. Repair Number *********/ Account number ********* Per the USPS tracking number **********************, the watch was received by Movado on 05/30/2023 at the Rutherford location. A week after the delivery date I contacted Movado’s' customer service and I was informed that the watch had been received, and it was in the "receiving location" and is waiting for the repair evaluation. After that call, I made several other calls until I was told the watch was lost (package was empty) and I should file a claim with USPS because the package was damaged. I have contacted the local USPS regarding the delivery, and I was advised by Jackie, the post office manager (phone number ###-###-####), that the claim is not going to be granted because the package was not damaged and left undamaged with the individual at the Movado location. USPS sent me a picture of the package showing that the package at the time of the delivery was not damaged. The USPS manager also confirmed that per MOVADO's policy they would never pick up the damaged or empty package from the designated driver. I have made another call to the Movado customers service, sent a few emails, and never received responses from any representatives despite them always assuring me that someone would call me back or respond to my email. Movado does not feel any responsibility for the lost watch. The watch was purchased (Movado Series 800) on 2/19/2013. The retail price of the watch was $1495.00USD. Order number was *********. I spoke to the Movado representatives below: Jonathan R**** - Customer Care Team Lead and Sandra M******* On 07/17 I have received an email from Movado again to file the claim with the USPS even though they already received an information that USPS has successfully delivered undamaged package. And Movado suggested to file a police report for the missing timepiece. The police report should be filed by the Movado because someone mishandled the package at the Movado's location.Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased FOUR watches from Movado Outlet store. 2 purchases in ******, ** and 2 purchased in *******, ** One of the watches I purchased for my wife was a 'Boss' watch for $386+ ************. A week later the watch was reduced during a Presidents Sale to $336.+ I immediately called your corp office, emailed them, and emailed customer service again, asking for a $50 credit. But of course, no reply. I am confused as to the friendliness during my purchases, but the silence with a complaint. I am within my 30 day limit for exchanges/returns but no one will respond. As a result, if I do not hear back from Movado regarding a $50 credit on my credit card and/or store credit, I shall return all FOUR watches and end my shopping experiences with Movado.Initial Complaint
12/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a Movado cuff for my birthday 2 years agowithin in the year discoloration appeared. I am asking that the item be replaced upon return of the discolored cuff.Please furnish me with the address that the item should be returned to.
From: ***************************
Sent: Monday, December 12, 2022 11:08 AM
To: ****************
Cc: ***************************; Better Business Bureau
Subject: gift cuff
I received a Movado cuff for my birthday 2 years agowithin in the year discoloration appeared. I am asking that the item be replaced upon return of the discolored cuff.
Please furnish me with the address that the item should be returned to.Initial Complaint
07/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On July 1st, 2022 i went to movado to have my battery changedat the woodbury common. I got a young man who had file the paper of all the findings on the watch, when he looked at my watch he happened to have the same watch as me, but the only difference was that my watch was not worn a lot versus him who stated that he was wearing his every day. My watch was more shinier than his, when i went back to pick up the watch, he was not even the one to hand me the watch. The watch was put in a black little bag not knowing anyone will take the chance to do such thing. Since i have to leave for a graduation and was going to put the watch on that's when my wife realized it and right away i noticed the same thing. When i went back i noticed all the boxes that weren't checked for scratches have checked, when asked for my copy , i was told that they got rid of it. I am very disappointed about the store and can;t trust it. A watch that's always in its box versus a watch that's being worn everyday will definitely looks different. The manager had the nerve to tell me that person has been there for 6 years which i think has nothing to do with him being dishonest for once. I just need my watch back because this not my watch.Initial Complaint
07/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a brand new Movado time peace 05/03/2022 for $ ****** the first one my wife did not like so she choose a different one for $ 2.321.58 with sale discount. The second purchase was the only one on display in the store the time was set by the store clerk. My wife noticed the time remain the same we thought it could be the battery took it back to the store they said it's a movement problem. The store manager told us they will send it out for repair we told him we do not want a repair or refurbish watch. I pay for a new watch so we want a new watch, he said they will other a new one. Last week I contacted the ********** office they want the watch to send out for repair it's going on two months un excusable plus they told us no refund.Initial Complaint
02/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order ********* which I never received. Called Movado and they did an investigation which they did agree i did not receive the items. I wanted a refund and they told me they can not do refunds only if i dispute it with my credit card. I told the my credit card had nothing to do with me not getting the items. They told me they can resend it. I told them no i already placed and order to replace it with something us. They said only way to get a refund is to dispute it with the Credit card and they will call them and after that I can get a refundInitial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The company does not provide any support for rather upscale items sold. When I ran into needing to change a battery in my watch, there is absolutely no live support. There are instructions online( not very straightforward) to send in the item and that's it. I filled out the online form to be contacted which never happened. This is completely unacceptable for a company selling higher-end watches where I have to struggle to figure out how to get a simple service completed. There is no authorized repair service in the entire ***************** and the place where we paid $1500+ for the watch cannot even send it in.
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Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.