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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on 3/1/2023 for $1275. The item has not been delivered as of 4/25/2023. Communication has been severely lacking. I want compensation.
Business response
04/25/2023
We are sorry for the inconvenience this may have caused, we source our watches from *********** and unfortunately sometimes they get delayed beyond our control, we get no joy misleading our customers and work very hard to provide the most accurate information as we receive it from our suppliers. We received a lot of Tissot yesterday please check if there might be another model that would work for you.
Again we are really sorry for all the trouble caused.Ben
Customer response
04/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The item was shown as shipping in 2-4 weeks when I bought it on March 1st. Watchmaxx never once reached out to me to tell me there were delays and never offered a refund even pushing 60 days. I sent multiple contact requests and heard back infrequently and often with misleading information. I have finally submitted a cancellation request, but am still waiting for my money to be returned or I will have to issue a charge back on my card. The lack of communication, misleading information, and holding my money hostage is unacceptable.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**************************************
Business response
04/25/2023
**** had comminication with the customer on March 14 and again on April 4 staing both times the watch is still delayed by a couple of weeks as per our supplier. We did not charge the card as we only charge when we ship it's our company policy.
We do apologize for any inconvenience we may have caused!***
Initial Complaint
04/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a watch from Watchmaxx on March 1st with an expected delivery of March 17th to April 1st. April 4th,5th,6th, and 7th I reached out to Watchmaxx saying this had an expected delivery of March 17th to April 1st and the watch still has not been sourced. All 5 times I spoke to WatchMaxx the customer service reps gave me a different story. This business is a scam. I bought it a month ahead of the expected delivery because the watch was supposed to be a gift. I am forced to not give the gift anymore due to the delay in shipping and incurred additional costs from WatchMaxx. I want them to send me a new one of the same model ASAP.Business response
04/25/2023
We are sorry for the inconvenience this may have caused, we source our watches from *********** and unfortunately sometimes they get delayed beyond our control, we get no joy misleading our customers and work very hard to provide the most accurate information as we receive it from our suppliers. We received a lot of Tissot yesterday please check if there might be another model that would work for you.
Again we are really sorry for all the trouble caused.***
Initial Complaint
04/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
3/20/2023 They claimed the Oris Aquis small Second hand watch was brand new which an email states they made a mistake by there agent ****. The watch is actually 6+ years old. I even called and spoke to **** before buying this watch to confirm how old the watch was and he told me 1-2 years *** which is not uncommon for a watch that *** have sat on a store shelf as a lot of high end watches do.They sent the watch in a very small Box which caused damage to the inside watch box which does hold a value. They said they would open a claim with *** and I said for what you caused the damage by not properly packaging the watch box and that thats fraud if they would open a claim. They did anyways. Now Move forward to today 4/6/23 I get a call yesterday from a strange # asking me All Kinds of personal info claiming they are *** asking me to provide pictures and personal info which I already emailed Watch***x weeks ago and I so My said you need to contact sender as I do not feel comfortable speaking to someone who I cannot verify who they are from a weird #.Company never sent in pics and info I sent them and also do not return emails. They also said to me I was approved for a full refund if I want to return the watch like they were gonna charge me and they were going me a favor by not.I want what I paid for a new Oris watch like **** stated. For reading purpose I will give you tracking number when requested on private email as i do not want my personal info being able to be looked up on *** site with that tracking number I want either a billing adjustment for both the damaged box and the watch being older then what I was told or a brand new current model Of this watch which I thought I was buying.Business response
04/17/2023
To whom it may concern:
The watch we shipped the customer was a brand new watch never worn, we apologize our agent mistakenly told him that this style was manufactured 1-2 years ago, we nor any jewelers know when a watch is manufactured, the only one that knows is the brand. We got our delivery of these watches from Oris in January. We will gladly send the customer a replacement box and sent him a label to return the broken one, or credit him for the box. We apologize for any inconvenience we may have caused. Tell us why here...Initial Complaint
03/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchase an Oris ************************* watch in June 2022. It never functioned properly and was returned to Watchmaxx on 3 occasions. Each time the watch was returned to me it was not working properly. I brought it to an authorized Oris dealer/repair shop who informed me that they would not be able to fix it as it was not obtained through an authorized dealer and that the movement needed to be replaced. I offered to pay for the repair but was told that was not possible as the only available movements are saved for authorized purchases. I informed Watchmaxx of this and requested a refund, credit. or replacement. They agreed and had me return the watch to them. As per usual over the last 10 months, emails, phone calls, attempts to speak with a supervisor, etc. are unsuccessful. I have spent over $3000.00 on this watch that has never worked properly and am unable to do anything about it.Business response
04/17/2023
We sent a replacemnt and it was deliverd 3/31,Customer response
04/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becauser Answer Here]I have received the replacement watch. It appears to function properly when manually wound but stops if left to automatic winding despite constant wearing of the timepiece. This is clearly a defective watch but a great improvement over the last one.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
04/20/2023
We tested the watch before it shipped and it was working perfectly, the cuatmer can send it back so we can see if there is currently a issue.Initial Complaint
02/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order # ****** Date: 02-10-2023 Per list it states that this watch comes with box and papers and with 100% authentic, brand new merchandise, complete with the manufacturer's packaging and a minimum 2-year guarantee. Now when I got the watch it only came with the box and no papers meaning original warranty card which would show the date of the watch and SN. Also the website says minimum 2 year guarantee and then I am now told only 1 year. So this is very misleading and they are no help in trying to resolve this issue.Business response
02/24/2023
As, clearly listed in multiple locations on our website (shown in the complainants screenshots as well) Our watches come with a watchmaxx warranty, and not the manufacturer warranty. - additionally, the watch was not listed as a brand new watch - it was listed as a store display model, which is listed with a 1 year warranty through watchmaxx.
The details are part of the terms and conditions that the buyer agreed to when placing the order. If the watch has not been worn, the buyer is welcome to return the watch per our standard return policy.
Customer response
02/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
As listed in the screen shots I have attached the listing does say along with many parts of their website that they sell 100% brand new watchs and offer a minimum 2 year warranty also in listing that was attached says box and palates so this is a lie from the company
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer response
03/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
As attached again above and circled, the watchmaxx guarantee
states 2 years along with box and papers which again in any watch world means warranty card so I can prove the year and that this watch is real before I have to get a lawyer involved
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
03/10/2023
like we said numerous times we write specifically on the item page watchmaxx warranty, if the customer is not satisfied he can return it as long as it was not worn.Initial Complaint
01/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for a watch from Watchman on September 9, 2022 for a limited edition Oris ************************* watch in the amount of $2865.00. I utilized Affirm and financed the purchase of this watch. The watch was delivered on 9/12/2022, but within a day or so, it appeared the way was defective and it was not keeping time. I contacted Watchmaxx to inform them of the issue and they advised me to return the watch for an assessment or repair. Honestly, I did not agree with this resolution after only owing the watch for less than 48 hours. The watch was returned and received by Watchmaxx on 9/14/2023 for them to access the issue and determine a resolution. In the interim, I also opened a dispute with ******, being the watch was being financed via a loan with them. One issue I cited, the watch was sold to me as new, but when I registered the watch with the manufacture, Oris it indicated the watch was sold and registered 12/2021. After watch about 2 months waiting for a dispute decision from ******, the dispute was not found in my favor. I contact Watchmaxx regarding the return status of the watch. ******** was contacted on 11/25/2022 to inquire about the return of the watch. The status on the website indicated the repair was completed on 11/17/2022 and returned to them. When inquiring about this, I was told they did not have any information and they would research the status and get back with me with in a few days. Several day had passed and I did not hear back from Watchmaxx. I again contacted them for the status and to no avail, I did not receive a response. I have attempted to call them on multiple occasions as well as I have sent them numerous emails requesting the status/the return of my watch, or a credit to be applied towards a watch of my choosing.Monthly I continue to pay the loan for the watch obtained via Affirm, and Watchmaxx has been paid fully by them. Watchmaxx has been made whole for their product, and I have nothing.Business response
06/19/2023
To Whom it may concern,
As the manager of WatchMaxx.com I just came across this complaint that was never answered.First I want to apologize for not answering this complaint in a timely manner, Please let me know what I can do so you have pleasant experience with WatchMaxx.com. We are truly sorry.Ben
Customer response
06/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Even though the Merchant responded and expressed he is willing to do whatever it takes to make the situation right, he has not offered a tangible solution. In the 10 months since purchasing this watch, I have called monthly, left voicemails for Mr. *** and I have even sent a certified letter seeking the status and all have gone unanswered. I would love to resolve this and close the complaint. My request at present is a full refund If Watchmaxx issues a refund this would satisfy me.
I have provided Watchmaxx with what I feel is a fair and reasonable time to have had the watch repaired and returned to me. I was even willing to settle for a store credit, but each option and request went unanswered. I honestly look foward to a resolution.
V/r,
**** ]
Sincerely,
*************************
Customer response
08/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Good Morning *** ********
WtachMAxx continues to play games with this process. They stated they emailed me and I never responded to their email. Upon receiving this email notice from the BBB, I contacted Watchmaxx this past Monday, July 31, 2023. I spoke with a member of the customer service team named ******. I provided him with the details of why I was calling and he informed me they had emailed me to confirm my mailing address. In seaching my emails and spam, I saw no such email and provided him with another email address to which he could mail me and I would respond. Upon doing so, I did receive the mail and responded with their request to provide my return mailing address.
A confirmation email was received and I was informed this information would be passed along to the repair department and I would be receiving a shipping conformation number.
On 8/3/2023 I again called to inquiry on the status because I had yet to receive the shipping confirmation and again I was told they would get this right over to me, but I have yet to receive acknowledgment of the watch being shipped.
At this point it has been nearly a year since the watch was returned and Watchmaxx continues to avoid doing the right thing by me. If they are in fact in possession of the watch and are prepared to ship it…, I am asking the BBB to intervene and have them provide you with a tracking number as a means to confirm the item is in route.
Only once I receive the watch in my possession will I consider this complaint closed.
I again thank you for your assistance and have a great day.
V/r,
** *******
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business response
08/22/2023
We shipped the watch back to the custmerInitial Complaint
12/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a watch valuing $4,200 on 12/16/2022. Received the watch on 12/19/2022. I returned the watch on 12/22/2022 and have yet to receive a refund. The company is not replying and trying to keep the watch and the money. I have proof they acknowledged that they are in possession of the watch and I have tracking info as well.Business response
01/03/2023
To whom it may concern:
we apologize for any inconvenience, your order was refunded.
Regards,
***
Initial Complaint
12/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a watch from watchmaxx.com on November 25th. Upon delivery I put it on and instantly saw some defects, which I notified the business about. I let them know the watch was not functioning properly and was delivered damaged. I was told to place a request for an exchange, which was subject to restocking fees and additional price increase should the price on the site have changed. I had to initiate the request and pry at the business to get them to process the "exchange".This is a completely unacceptable business practice and is predatory in nature, as they did not fulfill their obligation of delivering a functioning watch. The business is adamant that this is the route that is taken to deal with this issue, and I believe this goes against consumer rights. Can you please assist?Business response
12/15/2022
Hi ****,
I reviewd all the email comunication you had with our reresentivitve and we agreed to exchange the watch once we reveice this back. We did not mention anything about a restocking fee?
reagrds,
***
Initial Complaint
11/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 11/14/2022 I ordered a ******* watch model number ************ advertised on their website for $1500 . On 11/13/2022 I received a ******* watch Model number *********** . I called them a told them of the problem and was told to send a photo of the front and back of the watch and it would be replaced. When I spoke to them on 11/25/2022 they told me it was the same watch and if I don't want the watch return it. All I want is the watch with the model number I ordered. I did see the one I ordered advertised for a $2295 on their web site on 11/25/2022.Business response
11/28/2022
Hi *******,
as you emailed this morning " After speaking with you a few times I called ******* watches and they told me the watch model MW06G1A1018 which you sent me is sold as the watch only without the band. I am inclosing a photo they sent me. I do not want a refund all I want is the watch with the model number I ordered. I do see it on your website today but at a higher price.
**************************************; "The watch we shipped you is the watch you ordered as you stated above that ******* confirmed it, as seen in the above email you sent us this morning. The way ************************* watches is, there is a model number for the head and a model number for the bracelet.
Please let us know if we can further assist you.
***
Customer response
01/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The watch still has a different model number and its not the model I ordered. You still advertised the watch with the model number I ordered on your web site bot at a higher price. the list price tag on the one I received was $1895 the list price on the one I ordered is $2295. Not the same.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
02/13/2023
The manufacturer - ******* - sells watches in 2 parts, the head, and the bracelet or strap. - there is a retail price and model number for both parts separately, but once combined the model number and retail price are exactly what the customer ordered and exactly what the customer received
Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was sold a fake luxury watch that was tempered with. I have proof via email where *** asked them prior to purchasing the item if the diamond bezel on the watch is original and they said yes. Emailed attached at the bottom. When I received the item, it was clear that the lied. Now they are saying just bc they added the diamonds afterwards themselves it doesnt make it fake!!! Is that a joke?! Upon confronting the seller they hung up on me and upon return, I was charged a hefty restocking fee. Been a waste of time disputing it with the cc company. They cant continue to scam ppl and try to get away it! I need a full refund. They cannot lie and sell a fake item and upon return charge a hefty restocking fee on top of it.Business response
06/19/2023
To Whom it may concern,
As the manager of WatchMaxx.com I just came across this complaint that was never answered.First I want to apologize for not answering this complaint in a timely manner, the watch purchased is an authentic watch with our own custom diamond, I apologize that we werent clear enough and would like to make it up to you, so you think differently of our company. We are truly sorry.***
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Customer Complaints Summary
30 total complaints in the last 3 years.
13 complaints closed in the last 12 months.