Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/2024, I contacted Dakota Watch and attached photos of the watch I purchased on 10/9/2023 along with the purchase receipt. My email stated: "The watch carries a 5-year warranty. A month after purchase, the second hand fell off. I returned to the Dakota store where the watch was repaired. On 6/14/2024, the minute hand malfunctioned and now hangs loose on the spindle. I returned to the same store for repair; however, the store is now CLOSED." I requested information on warranty repair. The reply received from Dakota Watch was "Thank you for reaching out to us. Dakota watches do have a 5 year warranty on the internal movement with your proof of purchase. The hands of the watch are not covered under that warranty. It sounds as if the store was fixing for you as a courtesy. The cost of a hand realignment is $15.00 pulse $9.95 return shipping." My complaint is that the hands of the watch should be covered under warranty.

  Business response

  11/26/2024

  We are sorry to hear about *** ******* watch and are more than happy to repair. Dakota watches do have a 5-year warranty on the internal movement only the hands are not part of the internal movement. The cost for this service is $15.00. We did respond to *** ******* email on 7/1/24 with instructions on how to send the watch to us for this repair. *** ***** is welcome to call customer service at ###-###-#### if he would like to discuss this matter with us in person.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I presented on March 3, 2024 needing a battery replaced in a watch. The employee who replaced the battery broke the crystal on the watch. I was told they would be sending the watch out for repairs at no cost to me. I have checked back with the company five different times and each time the company claims they cannot locate the watch. They have never asked to replace or refund any part of the transaction. This was an heirloom, and not replaceable.

  Business response

  08/20/2024

  Mrs. ****** watch repair ****** is completed and will be returning to our ******* **** location in there shipment today 8/20/24. Once it is received at the store location they will give Mrs. ****** a call for her to pick up her item.

  Customer response

  08/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took 3 watches to have batteries replaced in 2 of the watches and to have 2 links taken out of a brand new *** ***** watch. This took place on December 21, 2023. They mistakenly replaced the battery on the *** ***** watch with a regular battery, causing the watch to malfunction. When brought to the business's attention, the manager of the location told me that they would send the watch out for repair because they don't carry *** ***** batteries in their stores. He said it would be 6-8 weeks for the repair to be completed. This was at the end of December. I received a call from the store in early February stating that there wasn't any damage to the watch and that I would have to pay to have the regular battery replaced with an *** ***** battery. I explained to the young lady that it was her mistake for removing the battery when I asked to have links taken out of the watch, not a battery replacement. She replied that I needed to speak with the manager, which I had already done when I took my watch back to them in late December. I asked her for the corporate number, and she replied that I should look it up. I did and contacted corporate, I spoke with a gentleman ( Nacho) and he informed that he was aware of the situation, but was misinformed regarding the service request. I explained the situation to him, gave him dates and associate names and managers name, and he informed me that my watch was at the corporate office. He told me that he would make sure it gets the correct battery replacement and would send it back to the store. I didn't hear anything from the store or corporate as of 3/7/2024, so I contacted Nacho regarding my watch. He said he would look into it and get back with me. It's been 3 months that they have had my watch. I feel this is VERY excessive and poor customer service from the store and corporate. I don't know what to do to get my watch back and in the original working condition it was when I brought it to them.

  Business response

  03/11/2024

  Nacho the regional; did reach out and left a message for *** ******* on Friday 3/8/24 and asked to please call him back. *** ******* will not have to pay for the repair of his watch. As soon as the watch is received back from the repair department we will get it right out to *** *******. We do apologize for all the inconvenience that this matter has caused and look forward on getting this repair resolved and returned as quickly as possible.

*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. ↩