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:12/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 am filing a complaint against Hodinkee Insurance License#******* and its agent ***** ***** license# *******, for committing fraudulent practice in the sales of insurance policy. Through our communication they also coerced me into buying another product for $1000 dollars from ************** auction in order to obtain Hodinkee Insurance coverage. I have communication records via email to prove that they coerced me into buying the product from *******'s auction and after buying such product Hodinkee insurance / ***** ***** then refused to sell me insurance coverage that was originally agreed and confirmed to be sold to me if I bought the product from **************. ***** ***** and Hodinkee Insurance both received Kickback payment from ************** Auction which they work with to commit this fraud against me. Hodinkee Insurance has also committed false advertising as they cannot provide cov erage on any of the insurance products they advertise ,until they obtain approval from a separate company- Chub b insurance. The liability and responsibility all fall in the hands of Hodinkee Insurance and it's agent ***** ***** since they confirmed, verified, and promised me that they will give me insurance coverage If I buy another product.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Hodinkee regarding complaint ID ********.
  
  Sincerely,
  
  ***** *********
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Sold a Tudor Black Bay 58 to Crown and Caliber, a subsidiary of Hodinkee, in June 2024. After weeks of not hearing back from them, I sent an email and was told that the company was no longer in the business of buying watches and that my watch would be sent back to me. I confirmed by address with them and them was told the watch was sent back to me and a tracking number was given. The tracking number provided was for an address in *********, I live in **************. I emailed them several times and tried to call, I've not received a response from Hodinkee/Crown and Caliber.

  Customer Answer

  Date: 10/26/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Hodinkee regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:04/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Hodinkee posted a sales price of $3,400 on instagram. No indication that this is just a deposit, giving the impression that this is full price. Allows you to progress all the way to order screen, still no indication.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 insurance policy through Hodinkee. Without my permission, Hodinkee automatically renewed the policy for an additional year, and I was charged $1,500. I tried multiple times to contact Hodinkee. The only substantive response I received was a printout from their website that purported to support the charge, but did not support their position. My subsequent attempts to contact them resulted in no response.

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Hodinkee regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 ordered an 18mm short watch strap and hodinkee shipped me a 20mm strap - I sent multiple emails with pictures showing they sent the incorrect size and have received no response. The watch strap cost $106 + $15 shipping, and to return items they charge the customer the $15 return label.I am stuck with a size I do not need and do not want to pay the $15 return fee for their mistake.

• Initial Complaint

  Date:02/06/2023

  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.

  On Thursday (2/2/23), I purchased a watch on ****************** It was a Grand Seiko (SBGA413) listed at $3,300. I paid using my credit card, which was charged, and the after-tax total was $3,506. I received email confirmation for the order saying it would ship in the coming days. The order was visible on the "Shop" app (by Shopify). It had the status as placed. By Sunday, the free magazine that was part of the order had started the shipping process, but the watch itself had not. I emailed Hodinkee with no response. On Monday (2/6/22), I called to inquire about shipping of the watch. A customer service rep ******** informed me that I had only paid for half the watch. I said that must be a mistake, I paid for the full $3,300 plus tax and my card had already been charged. He said the watch was $6,600, and required a $3,300 deposit. I said that was not what was listed on the site when I purchased it. He asked if I had screen shots. Luckily, I did have screen shots and provided them via email. ****** spoke with the team and said that a mistake had been made on their side. The listing was posted incorrectly and has since been changed. I said I certainly understand mistakes happen, but I bought a watch at the listed price and was already charged for it. They said they could not ship it unless I paid the additional $3,300 plus tax. I spoke with a supervisor after that (***), who reiterated the same message.Perhaps this was an honest mistake, but either way, I paid for a watch (which cost over $3,500) and was now being told unless I paid twice that amount, I would not receive it. This is wrong. Additionally, it sets a dangerous precedent that Hodinkee, at their discretion, can change prices after purchases. I simply want them to honor the purchase and send me the watch I already paid for. Attached are screenshots of (i) the webpage with other watches ***** mine), (ii) the specific page of my watch, and (iii) my order confirmation and email exchange. All show $3,300.

  Customer Answer

  Date: 03/07/2023

  At this time, I have been contacted directly by Hodinkee regarding complaint ID ********, however my complaint has NOT been resolved because:

  Hodinkee refused to honor the purchase and provided no reassurance that this type of issue would not happen to a future customer. Instead, ********************** forced a refund and said I had "been made whole". They emailed me a gift card code in an effort to justify their actions. I did not ask for that nor do I have any desire to use it (assuming it is even usable). Perhaps more importantly, Hodinkee has now set an internal precedent (if it did not already exist) that, at any time, they can change the price of an item after a purchase has been made. It is the definition of a bait & switch. Best case scenario, it was not intentional in this instance. However, knowing they face no consequences, it is not unreasonable to imagine Hodinkee potentially utilizing this tactic in future situations. Given Hodinkee is an entirely e-commerce shop, they can simply withhold the product after purchase however long they decide. 

  From my calls with customer service, it is clear this is simply a numbers game to Hodinkee. The company does not value the individual customer. They assume most customers, even when having as frustrating of an experience as I did, will likely not follow through to ensure the feedback is relayed to the proper channels. I was even told to go "shout from the rooftops" if that is how I felt. Hodinkee believes they are at a scale where any individual customer feedback has no impact on their business. 
  

  On top of that, they attempted to partially blame the issue on the watch manufacturer Grand Seiko. Hodinkee shared that if a watch was sold at the incorrect retail price, Grand Seiko would find out and it would put their business relationship in jeopardy. Ultimately, it became clear that there may be some truth to that statement, but Hodinkee's decision to not honor the purchase was ultimately because of the cost to them. 

  In summation, my complaint has not been resolved because I never received the watch I purchased. Additionally, nothing from my experience with Hodinkee leads me to believe the company would not repeat their exact actions in this scenario again. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:12/14/2022

  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 placed an order for a Special Edition, Leica Q2 Ghost Set by Hodinkee, on the Hodinkee website, December 1st, 2022. The order never shipped and I've emailed for the last two weeks, over a dozen times, with no response. I called the telephone number listed on the BBB Website for Hodinkee ************ Thursday December 8th and the person promised me someone would call me back the same day. I also called the Shop********* website telephone number ************ and no one picks up the phone. I left a voicemail and no call back or response. So for two weeks I've received no help, no call back, no reply to my emails, etc., I would like to know if my order is going to ship, as it appears they don't have the product (only 150 were made) but I can't get an answer. I would like to cancel this transaction of just under 7k and receive a refund, or please ship my order. I originally went to the website in November and it showed the camera was sold out, but to enter your email address to get updates. I received an email one came into stock and I immediately purchased. This was two weeks ago. I'm starting to feel like this was misleading, a scam, or just a glitch in the system and at this point I just want the product or a refund. I was really excited about this purchase!

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:

  Hodinkee was extremely kind, professional and informative, not to mention patient with me, as I should have never filed this complaint in the first place. I was concerned because I was introduced to this luxury brand via a collaboration with my favorite brand of all time. Once I realized the history, heritage, brand recognition, etc., of Hodinkee, I felt terrible to have knee jerked in the first place. I received directly, not needing the BBB, a formal apology, information regarding my limited edition purchase, a direct contact of the person in charge, for any further questions, etc., This is an excellent company, brand and it's my error to have asked for your help, as they have handled this properly and provided the information I needed. I should have been more patient and it's a matter of the Busy Holiday Season and it's as simple as they are backed up right now, due to the success of their brand, products, etc., Thank you and I apologize realize this is my mistake and not the fault of Hodinkee. 
  
  I would like to withdraw my complaint ID ********. 

  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/01/2022

  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 bought a hodinkee magazine subscription. Their website says I will be charged for the magazine after it is ready for shipment. I got a charge on October 14 and still need to receive the magazine. I had a few items missing from the ***** but I have recovered one so far. So, I used the ONLY way to contact support, asking when the magazine should arrive. Today I have yet to receive an email or the magazine. The scariest part is that I have insurance with them, and I realize their contact form on the website is the only way I can contact them. I want an answer about the magazine or my money back. I also planning to cancel the insurance I have with them because the lack of customer sevice.

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:

  I received a call from *************************** watches' representative and he answered all my concerns. We will follow up on Monday but now I'm receiving the right level of customerservice.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/01/2022

  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.

  This merchant will not respond to any return request, thus violating the original sales agreement.

  Customer Answer

  Date: 11/26/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Hodinkee has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************