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:12/31/2023

  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 tried to place an order for one watch on Dec. 1 (order #Number: *******). It didn't appear to go through so I placed it again. When I received a confirmation email I saw that two watches had been ordered. I called and called and called them to ask that one of these orders to be cancelled, but only got their voice mail. I left a VM, but never received a call back. I emailed several times about the mistake and was finally told that one order could not be cancelled. I received the watches in two different shipments and immediately prepared them both for return for a refunds. When filling out their return form the order numbers that I originally received would not work! It took quite a while for me to uncover the different order numbers that they created without telling me! ********* (********************************* US) received both watches on Dec. 18. I have requested my refunds again and all I get is a form-type email. This company is the most deceptive company I have ever dealt with. Their website information (calling their Customer Champions 9am-5:30pm) is non-existent! I NEVER got to speak with anyone! I want my money back as they have their watches back. They owe me $289.00!

  Customer Answer

  Date: 01/03/2024

  I have now received my refunds and no further action is needed in my case. I will add that if this company would communicate with their customers then complaints against them would not have to be filed in order to get a response.

  Thank you very much!

  ***********************;

• Initial Complaint

  Date:12/05/2023

  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 a new defective watch ******** CHRONO DARK BLUE [item# D02-15-09] from Detamaso Watches [operating as ********* Inc] on 12/04/2023, that Detomaso delivered to me on 01/06/2023. The watch total price paid was $116.07 ($109.50 + tax). This watch was part of order# *****, which included a total of four watches with a total purchase price of $543.78. The product carried a two-year warranty and I notified Detomaso on 03/23/2023 that the watch was defective. Detomaso emailed me a return shipping label on 05/31/2023. I returned the watch and Detomaso emailed me confirmation on 10/17/2023 that the returned watch was received, and that a repaired watch would be email to me in 7-10 business days if it could be repaired. Detomaso later emailed me on 11/06/2023 and said that my refund would be processed within 15 business days. Detomaso did not issue my refund to me and my calls were not returned. Detomaso responded to my follow-up emails on 11/21/2023 saying that they never received any prior emails from me, which of course was not true, and would not answer my request for refund details. I have made every attamept to resolve the issue and get my refund from Detomaso Watches (********* Inc). Detomaso does not reply to most of my emails and does not reply to any of my calls/voicemails. It has been well over 30 business days since I returned the defective product to Detomaso. I also checked with my bank and there have been no attempted deposits from ********* Inc. Emails are attached.

• Initial Complaint

  Date:12/01/2023

  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.

  I purchased a watch from Lilienthal Berlin's website on 5/2/23 for my brother's 50th birthday. My brother reported that the watch was not winding properly. After many back and forth emails with the company they agreed to have the watch returned for a full refund. My brother had also purchased, separately, an alternate watch band from the same company. Both the watch and the band were returned in the same box and the return was verified as received per USPS on 10/18/23. On the same date Lilienthal Berlin stated it would take 15 business days to process the refund. On 11/15 the watch band was finally refunded to my brother's credit card, however to this date the watch itself has not been refunded to my credit card. Lilienthal Berlin now has both the watch and my money.

• Initial Complaint

  Date:11/28/2023

  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.

  My wife bought me a watch from them in 2022. She did not keep the paper work. In 2023 it stopped running. I changed the battery. No improvement. I contacted Detomaso from their web site by phone and email. Phone messages were not returned. On email, before I even got a response to my question, I got an email asking me to rate their customer service. Repeatedly. After several months of this, I finally got an email which included a return shipping label. I sent the watch back with a detailed letter stating that I didn’t want to return the watch, I wanted it repaired. After several weeks of no response, I sent another email. They responded with “we’ll look into it.” And then an email asking me to rate their customer service. When I rate their customer “service” as low as possible, I get no response. They have my watch and do not respond. I don’t know how else to get through to them.

• Initial Complaint

  Date:11/24/2023

  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.

  Order #******* or #**************** Nov 12 2023 purchase date Purchased watch from this company for my husbands fast approaching birthday. Arrived damaged despite company emailing me prior to shipping that watch is inspected. With this damage, either it was shipped knowing I was purchasing it on sale to reflect sale price, or it was worn, returned and not inspected.Emailed company with photos 3 days prior with 0 response. Called today, spoke to rep and was told a full refund can be made and a similar replacement. Watch I purchased is no longer available, and I do not want a different product sent instead and by the time I would send the original watch back and get a replacement, or even purchase a watch elsewhere, my husbands birthday would have come and gone. I offered due to the time restraint and for ease of both parties, if I can get a further discount that would represent the decreased value due to damage. Company emailed after the phone call saying I don't qualify for a discount as the watch went on sale after I purchased it, which is untrue. They offered a $20 credit for a future purchase, however I can guarantee I will never purchase from this company again.

  Customer Answer

  Date: 11/28/2023

  After I had notified the business that I have filed a complaint with the BBB, they have approved a  refund credit. Not sure if this will reflect on my **** or if its a store credit, but I will be contacting my bank to verify this. I will update you regardless.

  Thank you,

  ****** 

• Initial Complaint

  Date:10/17/2023

  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.

  I ordered a watch as a gift that my brother did not like, so I returned it within the 30-day return window. I only purchased the watch because of this 30-day window because I didn't know if he would like it. He didn't, and it was never worn. The company refuses to refund me, claiming wear and tear on the watch, and claiming they have a 14-day return window. Here are the details:9/2: Order #******* for *********** **** (*************) placed ($272.35)9/11: order delivered 10/4-10/6: emailed company to request return, received instructions to get a return shipping label through their online return portal, which didn't work, so the company sent me a return label 10/13: company emailed me that a new shipment of the same watch has been shipped (order ********-*******) on 10/12, I email them back saying I didn't order anything, and then I got a response that someone would be in touch (no one does)10/16: another watch is delivered 10/17: I called and emailed them. They emailed me the following message: "We received your watch and we investigated this matter thoroughly. After careful review, we have decided not to offer a refund for this particular item at this time due to the wear and tear on the item. In addition, this item is no longer within the 14 days of cancelation period."All of the emails are uploaded.

  Business Response

  Date: 11/10/2023

  Dear Sir or Madam,

  we have a cancellation period of 14 days which is also shown in our online store:

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

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

  The customer bought the product on 5th September 2023 and we received his first cancellation request on 4th October 2023. Thus, the customer was no longer within the cancellation period.

  Moreover, the product was checked by our watchmakers and according to them, the product showed signs of beeing worn. Returns that are recieved by us in damaged, altered or soiled condition will not be accepted and will be returned to to the customer.

  That is why we send the product back and refused the cancellation.
  

• Initial Complaint

  Date:06/02/2023

  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 watch on March 3, 2023 and gave it as a gift a week and a half later. I have been in contact with ********** ****** since I gave this product as a gift and found out that the paint was flaking from the band. The product has a two year warranty. I sent the watch back per their instructions, and it was returned to me in the same condition that I sent it to them, and they claimed there were no issues. I didn’t receive it back until 4/22/23. I contacted the company again via email, and sent detailed pictures showing the defects. I was told that a new watch band would be shipped to me asap. After quite some time of not receiving the new watch band, I contacted them again. They claimed there were no defects and didn’t seem to know anything about sending a new band to replace the defective one. I emailed on May 30 again to ask for either a new band, or a label to ship this whole watch back for a full refund, and I have gotten no response after several days.

  Business Response

  Date: 06/06/2023

  After reviewing this specific case, it was found that our team was incorrect in offering an exchange. Our warranty only covers manufacturing defects, but does not cover any wear and tear to the case, strap, or paint. As the strap still worked correctly after review from our returns team, it was deemed in good condition and returned to the customer.
  
  However due to the lack of communication from our customer service team leading to this confusion, we have agreed to have a brand new strap sent at no extra cost to the customer. This will be shipping out in the next 1-2 business days.

  Customer Answer

  Date: 06/09/2023

  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.  I do wish the customer service process had been much smoother, and will unfortunately not be purchasing from here again. I am glad that a new band was sent and hope that its better quality than the first.

  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/23/2023

  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.

  Ordered and payed for two watches, one for me and one for my son. They sent only one in the box, and emailed me that both were delivered. I emailed them immediately explaining that only one was in box. They said they would respond shortly and now nothing, no response or emails to resolve this.

  Business Response

  Date: 04/26/2023

  We deeply apologize for our communication; this is not how our team is expected to handle these issues, and we fully take responsibility for the lack of communication.

  Unfortunately, the second watch that was acknowledged and intended to be sent was fully out of stock when attempting the shipment. While we did offer the customer a chance to exchange to any other available model for immediate shipment, we acknowledge our shortcomings in responding with minimal details about this process which further confused the customer and added even more time in working to correct their experience. As the customer has requested, we have fully refunded this second watch that was ordered.