Complaints

This profile includes complaints for The Swatch Group US Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Swatch Group US Inc

  1200 Harbor Blvd Fl 7 Weehawken, NJ 07086-6728

• 

  The Swatch Group US Inc

  55 Metro Way, Suite 1 Secaucus, NJ 07094

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:03/11/2025

  Type:Product 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 sent in my watch for repair at the end of November. Its receipt was documented on 12/4/24 with service number ********. Since then, I have made multiple inquiries about the watch and where it stands in terms of repair. *** already sent them payment of $228 to cover the cost of the repair. After multiple inquiries as to the status of the repair, I received a email from a representative (her name is ******* *********) stating that the parts were received and should be shipped the week of March 10th. She also offered a small discount for the repair as it has not been charged to my credit card yet. I thought this would resolve the issue, but then I got another email this morning that said that they would do their very best to return my watch by 3/28/25. This is a very similar email to ones Ive been getting since late December. I cant believe this company anymore. What I told them was that I either needed them to fix the watch properly and promptly or send the watch back to me with a refund, where I should not be charged for shipping. I have never seen customer service this badly handled.

  Business Response

  Date: 03/13/2025

  We do apologize for the delay in completing the service on Mr. ****** watch but are happy to report that all work was completed this week and the watch shipped yesterday, March 12th via *** tracking 1Z4R24W51399591346. 

  A 20% discount was provided due to the delay, and we thank Mr. **** for his patience as we completed the service

  Customer Answer

  Date: 03/13/2025

  [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:12/26/2024

  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.

  On 12/06 I purchased a watch from ********** in the amount of $481.50. *** tracking showed the watch delivered to Forest Park, GA on 12/14/24. I live in ******** ** which is 45 minutes away from Forest Park. I notified ****** immediately on 12/14 by phone and spoke with Jeremy to inform him I did not receive the watch. I filed a claim with ****** on 12/14 with Jeremy. I also reached out to *** and was told the watch was delivered on 2 different dates. One date is 12/13 in which *** tracking claims someone in Conyers, GA (not my address) signed for the package. I never authorized ****** or *** to deliver the package to another address. The other date *** is stating they delivered the package is on 12/14, again to another city in Georgia that is not Conyers. I am not satisfied with the way ****** handled the situation and I am still out of $481.00 and no watch which was a gift for my husband a retired marine. I had to call ****** today on 12/26 since I have not heard from them since 12/14 only to hear they closed my case based on the *** tracking info. The tracking info clearly shows red flags. You could not have delivered one package to the wrong city and then delivered the same package to the correct city on 2 different dates.

  Business Response

  Date: 01/06/2025

  ****** ******* **** **** ***** **** ******** ******* ***** ****** ****** ************
  
  To whom it may concern:

  
  We are writing in response to *** ****** ********* complaint against our organization. Allow us to provide you with all the facts we have collected after investigating this complaint.
  After reviewing this case, we can confirm the order in question was properly delivered to the address indicated on the order, December 14th, 2024, with *** providing a Proof of Delivery. ****** received a call from *** ********* December 26th, 2024, 12 days after delivery claiming non-receipt. Our company opened a *** claim to further investigate. *** conducted a thorough review and confirmed that the item was indeed delivered to the correct address. As a result, the claim was closed by ****

  
  Following this, our company received a chargeback with ******* After careful review, ****** ruled this case in our favor, confirming that the transaction was legitimate, and the item had been properly delivered.

  
  Recently, the customer has raised new claims, alleging that the package was received however, claiming it was received empty. Our website states the customer has 48 hours to reach out to us regarding their shipment so we can assist accordingly.

  
  We find this information to be inconsistent with the facts established through the *** investigation and the ****** case resolution. Based on the above facts, we stand by our position that the item was indeed delivered to the correct address provided by the customer.

  
  We hope that this matter will be resolved promptly and that the previous rulings will be upheld in our favor. Attached is the POD provided by ****

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 01/09/2025

  
  Complaint* ********
  
  I am rejecting this response because: ****** has not responded with accurate information regarding the facts in this matter, nor have they provided me quality customer service. On 12/13/24, I received a *** notification that the package from ****** had been delivered to my address at 1:52pm. When I got home on the evening of 12/13/24, I contacted ****** and spoke with Jeremy at 6:33pm and explained to Jeremy that I had not received a package. While speaking with Jeremy on the phone that evening I informed him the tracking info showed the package was delivered and signed for in Forest Park, GA which is a city more that 40 miles away from my address in ******** *** Jeremy stated he would enter a claim to *** to have them locate the package. 

  On Saturday 12/14/24, I sent an email to ****** at ************************** stating that I did not receive the watch. I also called ****** again on 12/16/24 at 3:15pm to follow up and to check on the status of the claim. The ****** rep on that day told me the case was closed because the package was delivered on the 14th. I explained to the rep on 12/16 that I was never home on the 13th or the 14th to sign for a package and the rep told me that *** is saying they found the package and delivered it to my address on 12/14. At this point, ****** is stating that the package was delivered to two different addresses, one address in Forest Park, Ga on 12/13/24 and again to my address on 12/14/24. The ****** rep I spoke with on 12/16/24 stated based on the *** error they ******** would file another claim with ****  

  On 12/14, ****** sent me an Auto-reply notification with a Request ID# ******** stating "thank you for contacting us. We will reply as soon as possible."

  This was sent to me after I sent the email to them on 12/14/24.

  On 12/19/24, I received an email from ***** at ****** stating that ****** has opened an investigation with their distribution center.

  On 12/26, I notified ****** again by phone to check the status and was told by the rep he would enter another claim on my behalf. I had not received any communication from ****** at this point since the email they sent on 12/19. I asked to speak with a Manager or Supervisor and was told the supervisor Tabitha was out for the holidays and she would contact me on 1/06/25. To date I have not received any communication from *******

  Regards,

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

  Business Response

  Date: 01/14/2025

  To Whom It May Concern,

  
  We are writing in response to *** ****** ********* complaint against our organization. After thoroughly investigating the matter, we would like to provide the relevant facts and details.
  Upon review, we can confirm that the order in question was delivered correctly to the address specified in the order on December 14th, 2024. *** has provided a Proof of Delivery (POD), confirming successful delivery. *** ******* contacted our company on December 26th, 2024—12 days after delivery—claiming non-receipt of the package. In response, we initiated a *** claim to investigate the situation further. *** completed a detailed review and reaffirmed that the package was delivered to the correct address, resulting in the closure of the claim.
  Subsequently, we received a chargeback through ******* After a comprehensive review, ****** ruled in our favor, determining that the transaction was legitimate and that the item had been properly delivered.

  
  More recently, *** ******* has made new claims, stating that the package was received but was empty. Please note that our website clearly states that customers must report any shipping issues within 48 hours of delivery in order for us to assist effectively.

  
  We find these new claims to be inconsistent with the conclusions drawn from both the *** investigation and the ****** case resolution. Based on these established facts, we stand by our position that the item was delivered as intended to the correct address.

  
  We trust that this matter will be resolved swiftly and that the previous rulings will be upheld in our favor. Attached is the Proof of Delivery from *** for your reference.

  
  Thank you for your prompt attention to this matter.

• Initial Complaint

  Date:12/18/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint regarding Tissot's delivery policy and its lack of consideration for individuals with disabilities.Recently, I purchased a watch for my partner through the Tissot website. Tissot requires a signature for deliveries, which is understandable. However, I have a presignature authorization on file with the delivery service they used ****** as I am medically deaf and unable to hear the doorbell or other delivery attempts. Unfortunately, Tissot overrode my presignature authorization, resulting in three failed delivery attempts. Ultimately, the package was returned to Tissot without ever being successfully delivered, despite my being home for each attempt.I had even placed a note outside explaining my situation as a deaf individual, but this made no difference. In my experience, many *********** in ******* make minimal effort to alert recipients of their arrival, which is precisely why I rely on the presignature authorization to ensure smooth deliveries.When I contacted Tissot customer service to resolve the issue, I received no assistance. My concern is not just about this specific instance but also about the broader implications of Tissot's policy. Overriding presignature authorizations disproportionately affects individuals with disabilities and creates unnecessary obstacles for customers who already face unique challenges.I respectfully request that Tissot review and improve its delivery policy to better accommodate individuals with disabilities and honor presignature agreements, especially when a customer has taken proactive steps to ensure a successful delivery.Thank you for your time and attention to this matter. I hope that by bringing this issue to light, Tissot can make adjustments to its policies that reflect greater consideration for all customers.Sincerely,****** ******

  Business Response

  Date: 12/20/2024

  As we were not aware of any special conditions from the Customer, the watch he ordered was shipped like all of our products are with a signature required.This is to ensure the delivery to the rightful purchaser of the product.
  
  Notably,the Customer, did not contact us at any time during the transaction to request an accommodation so that we could have even looked into an alternative for his purchase and receipt of the watch.
  
  The Customer has written that he has a presignature authorization on file with the delivery service, therefore that understanding/agreement is strictly between him and the carrier. We, as the brand/shipper cannot sway from our contractual shipping conditions.
  
  In an effort to accommodate the Customer we would be happy to contact a local retailer that is located less than ***************************************************************** stock so he purchase and picks up directly. 

• Initial Complaint

  Date:08/23/2024

  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.

  i purchased an omega seamaster 300 from AAFES, the watch was shipped directly from omega and did not come with a manual. i talked to ******* "the concierge" who refused to help me. ***** chose to send me a watch with no manual and he refuses to help me out and get me a manual for my watch. for as much as i spent on this watch, i expect the watch to come with everything it should. he cut me off and refused to help me, i went back into the chat and was connected to him again and then blocked me. if this is how you treat your customers, i want nothing to do with omega. you rip people off, send them incomplete watch packages and then refuse to provide something that YOU, ***** left out.

  Business Response

  Date: 09/04/2024

  The retailer, in this case AAFES, is responsible to provide you with the complete packet of warranty cards, pictogram cards and the operating manual. We have contacted them on your behalf in order that they provide you with the missing booklet.in the interim if some instruction is required to operate the watch the same details can be downloaded at WWW.Omegawatches.com/en-us/customer-service/user-manuals

  Customer Answer

  Date: 09/04/2024

  
  Complaint: 22186243
  
  I am rejecting this response because: the watch was shipped directly from swatch group to me with no manual. how can they provide a manual when the watch is shipped DIRECTLY from swatch group? it is YOUR responsibility to provide it to me. this is absolutely ridiculous how hard this has been. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/06/2024

  We have confirmed the needed book has been sent by the retailer and received by ****************. 

• Initial Complaint

  Date:07/29/2024

  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.

  This complaint extends over 2 years. I have an Omega speedmaster professional moon watch that I have owned and worn for over 50 years. I sent the watch in for service several years ago and the original problem has never been resolved. The watch has been back and forth I believe 14 times with no resolution including several trips to ***********. I have gotten phone calls and emails from various employees but cannot get a response when I return the call or email. Can you assist me with this issue?

  Business Response

  Date: 07/30/2024

  We have received and forwarded ******************** watch to our Omega headquarters in *********** on many occasions since he paid for a complete service of the watch on October 2019.

  Each time the client has the same complaint of the watch not running to its full power reserve of 48 hours with a full wind of the movement. Each time the watch is received in our local workshop it has been tested by turning the watch crown completely until it stops, which for this caliber is normally ******************************************************************************************* just about every instance, however the customer insisted that there was an issue, so we still forwarded it to the brand headquarters for further evaluation. 7 times absolutely nothing was found and only a quality check was done. 3 times a timing adjustment was made for accuracy and 2 times the brand did a complete service just to make sure that nothing was overlooked and to correct a possible issue that could not be found. 

  We understand that **************** has owned this watch for about 50 years, and to that point Omega has been making this caliber or a version of it for an even longer period of time. The Speedmaster family has been a pillar of Omega watches since the 1960's and remains so today. We do believe that there is an issue with the power reserve of the watch, but that is only stems from the fact that the watch is not being fully wound and therefore will not/cannot run the total time that it is supposed to. 

  We are certainly willing to once again send a *** return label free of charge to receive the watch back to our service center for another series of testing to ensure the winding system power reserve are working properly. We will await response and if accepted we will email the label accordingly

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22060667
  
  I am rejecting this response because:
  
  Watch is being fully wound and still does not run for the full 48 hours.  It may run for 12 hours or 2 hours with the same amount of winding.  I resent the statement that that is the explanation for the watchs failure to run for 48 hours.  The watch has been worn for almost 50 years without any issues with winding.  

  We are unable to get return call from company representatives, the only number provided us is a switchboard with no extension for the representative.  

  As an indication of the companys lack of attention to detail, they currently have in their possession the watch they offer to send a mailing label to return to them.
  

  The last email we received from company on 11 Jul 24 found a new problem, the case is corroded and the case back is worn and no longer water resistant.  They estimate a new case will be approximately $2,000.00 i will attempt to attach a copy of that email.  That they have identified this as a new problem is interesting as they have had the watch in their possession and have examined it numerous times since 2019.

  Date: July 11, 2024 at 9:29:38?AM CDT
  To: **********************************
  Subject: Update for Service 300000845
  
  Hello Mr and *****************, 
  
  My name is **** with the Swatch Group.
  
  This email is in regards to the service for your Omega timepiece. 
  
  After further evaluation, due to the case being corroded and the case back being worn the original case is no longer water resistant.
  
  You will need a new case, however this will come at a charge as it is not covered under the previous service warranty.
  
  The new case is approximately $2,000. 
  
  Ultimately, you can keep the original case if you choose, but the watch will not carry any warranty after service nor will it be water resistant.
  
  Please let me know how you would like to proceed with your service.
  
  Thank you for your time,  
  
  ***********************
  Representative / Customer Service
  ****************** U.S.
  **********************************************************************************
  Phone: **************
  
  
  ***********************
  Representative / Customer Service
  ****************** U.S.
  *********************
  ******************
  Phone: **************
  Regards,
  
  *************************

  Business Response

  Date: 08/16/2024

  This watch continues to not only meet but exceed the proper working condition and power reserve.

  In this latest round of testing it ran for 52 hours multiple times, and the standard for this movement is 48 hours!

  The only reason why the customer would not be getting the same result is because he is not fully winding up the watch until the crown can no longer be turned. 

  We have done all we can to test the watch and advise the customer as to what to do

   

• Initial Complaint

  Date:07/15/2024

  Type:Product 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 mailed my omega ******** watch to SGUS, **** ****************************************************************** on 28 March 2024. It was received on 1 April. The problem was a broken watch band. I also requested a new battery.SWAtCH/OMEGA has had myu watch for 3 1/2 months. It is almost impossible to contact OMEGA/SWATCH by telephone. The numbers: ***********/************ are always busy/ I have been on hold for 2-3 hours at a time.OMEGA acknowledges receipt of my watch Svc # ********* and has given me several dates for return of my watch, none of which proved to be correct.

  Business Response

  Date: 07/16/2024

  We do apologize for the extended delay which was due to additional parts that are required to complete the service of your watch. These parts have been received this past just yesterday, July 15, and your timepiece is once again in the workflow. Please allow another 2-3 weeks to complete

  IF you have not already been informed you can use our online service tracking system for updated status including the tracking number once available  

  Link -  swatchgroup-services.biz/en-US/Account/Login/SGUS

   Login - 300000669

  Password - Nvit2wG

  Sincerely,

  
  Swatch Group Customer Service

• Initial Complaint

  Date:07/10/2024

  Type:Product 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 sent my rado watch to be repaired.. I have received an email that the watch needs complete maintenance.. the email has a payment section.. I have tried to put my payment through but the site is not working.. I have tried numerous times to call them and no one answers the phone.. one day I held on the phone for over an hour.. this has been over three weeks now.

  Business Response

  Date: 07/16/2024

  We apologize for the issue and we will have one of our service representatives reach out today

  Customer Answer

  Date: 07/16/2024

  [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:06/25/2024

  Type:Delivery 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.

  On April 30, I placed an order for a SwatchXYou at the Swatch Store in the *********************** in *********. The order number is SO-US12117796.The printed document I received at the time of the purchase indicated the watch will be completed and shipped within 48 hours and to Expect delivery within 3 - 7 business days. As of June 24 I have received NOTHING.I called the ************** number on June 4, 2024 at 11:45 Pacific Time. The rep indicated that AMAZINGLY they had just received my order and that I should receive an email with shipping info within the next one or two days. Neither email nor watch have been received since that day nearly three weeks ago.I called the ************** number on June 12 at 9:28 Pacific Time. This time I was told that my order was created on June 4.I was told that there was a delay caused by a shortage of watch straps but that AMAZINGLY a supply of straps (approximately 250) had just been received and that my watch would soon ship preceded by an email with tracking info. Neither email nor watch have been received since that day nearly two weeks ago.This email has a backstory.My son was born during the Atlanta Olympics in 1996. I bought my wife a Swatch Atlanta Olympics commemorative watch to memorialize the event. 28 years later, my wife and grown son are meeting in ***** for the 2024 ***** Olympics. The watch was to be a charming bookend to commemorate this.Your companys INABILITY to DELIVER what you PROMISED and what you CHARGED me for is going to RUIN this moment.If youre not going to IMMEDIATELY rectify this FAILURE and HONOR Order SO-US12117796 then at least REFUND my purchase price.

  Business Response

  Date: 06/25/2024

  Dear *******
  
  I am writing to sincerely apologize for the delay in processing your recent order.
  
  Unfortunately, we experienced severe delays in our inventory, compounded by a system migration that caused additional delays. I understand how frustrating this must have been for you, and for that, I am truly sorry.
  
  After locating your order, I have escalated the issue to our headquarters and prioritized it. I am pleased to inform you that your watch is currently being printed and will be shipped out tomorrow.
  
  Thank you for your understanding and patience during this time. We greatly value your business and hope to serve you better in the future.
  
  Please accept our sincere apologies once again.
  
  Best regards,

  Customer Answer

  Date: 06/25/2024

  [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:05/30/2024

  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.

  I bought this Swatch Skull watch April 30, 2024 under the impression that the eyes move as fast as the do on their website. I wore the watch for 3 hours & the eyes never moved. I returned the watch, disappointed in the false advertising. I called customer ************** said the eyes only rotate every 2 weeks. The return could not be overturned because the watch had been worn for 3 hours. The website also claims easy returns & customer satisfaction. None of these were achieved with this purchase. I am very disappointed in what was supposed to be a joyous, happy purchase, to lift my spirits during cancer treatment, became an issue of false advertising & bad customer service. It really is true that customer service has really gone down in quality in my lifetime.

  Business Response

  Date: 05/31/2024

  Dear *****

  Thank you for your feedback regarding the "IT's Spooky Time" features on your watch and realized there was some miscommunication about how it works. I want to extend my sincere apologies for any confusion or inconvenience this may have caused.
  To clarify, the "IT's Spooky Time" wheel is designed with 14 positions. Each day, the eyes on the wheel rotate to the next position. This rotation happens gradually each night between 11 PM and 1 AM.
  Here's a more detailed breakdown:
  Each night, the eyes move one position.
  After 7 days, the eyes will have moved to the opposite side of the wheel.
  After 14 days, the eyes will return to their initial position.
  We understand that clear communication is vital, and we are committed to improving our explanations and customer interactions. To make this situation right for you, we would like to offer you the option to return the watch or exchange it for another one of the same value, if that's what you prefer.
  We have sent you an email with a return form and a prepaid *** label. Please specify on the form whether you would like to return the watch or exchange it for another model.
  If you have any further questions or need additional assistance, please don't hesitate to reach out.
  Thank you for your understanding and patience.
  Best regards,

• Initial Complaint

  Date:05/01/2024

  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.

  I received 3 moon swatches at the end of last year in Swatch packaging that I didn't keep one of the watches one of the buttons popped off the watch and when I tried to reach out to the local stores which took hours to get a response to be told to call Customer Service which I do and they ask me the same information that I really don't have to be told there is nothing they can do. I am really not happy with the lack of customer service and would like a fair resolution as soon as possible

  Business Response

  Date: 05/03/2024

  Hello *******
  We sincerely apologize for any inconvenience caused by the issues you're experiencing with your timepiece. Rest assured, we're here to assist you through our warranty process to ensure your satisfaction.
  All Swatch watches come with a 2-year international warranty. To initiate the warranty review and replacement process, please ensure that your timepiece meets the following requirements:
  The purchase was made with an authorized Swatch dealer within the last two (2) years.
  Include a copy of your Proof of Purchase or stamped and dated warranty card for validation.
  Once you've confirmed these criteria, you can proceed by contacting our Customer Care Department at ************** or via email at *****************. Our dedicated team is ready to assist you through every step of the process.
  Upon receiving your timepiece, our Quality team will conduct a thorough inspection. If all requirements are met, we will issue a replacement watch. While we aim to provide a like-for-like replacement, in case your original watch is no longer available, we will offer you the opportunity to choose an alternate replacement from our available inventory.
  Please note the following regarding the replacement process:
  If your selection exceeds the value of the return/warranty item, you will be responsible for covering the difference in cost.
  Swatch will not be able to grant a refund or credit if your selection is less than the value of the return/warranty item. Therefore, please ensure that your chosen replacement item is of equal or greater value.
  We understand the importance of your timepiece to you, and we're committed to ensuring a smooth and satisfactory resolution to this matter.
  Should you have any further questions or require additional assistance, please don't hesitate to contact us.
  Thank you for choosing Swatch. We appreciate your loyalty and patience.
  Best regards,

  Customer Answer

  Date: 05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I don't have any of that information to give I received the items as a gift 
  
  
  
  Regards,
  
  ******* *******

  Business Response

  Date: 05/07/2024

  Dear ******* 

  Our warranty policy mandates the submission of certain documents to validate and process claims efficiently. Unfortunately, without these documents, we are unable to bypass this policy.
  While we understand this may be disappointing news, we assure you that our policy is in place to maintain fairness and consistency for all our customers. Adhering to these guidelines ensures that we can effectively manage warranty claims and provide the highest level of service to everyone.
  However, we remain committed to assisting you in any way we can within the confines of our policy. If there are any alternative solutions or options you would like to explore, please do not hesitate to contact us.

  Once again, we apologize for any inconvenience this may cause and appreciate your understanding in this matter.

  Thank you