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:02/18/2025

  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.

  Watch mail to International Watch Service on Nov. 26, 2024. Wacth not unwarranty per phone call in December 2042. Mail a check in the amount of $28.00 fro postage and handling for the return of my Watch. I have bee unable to reach International Wacth my phone or email. I have email Nubeo Sopport team, they sent me back to International. Todate International Repair has not sent me any info.

  Business Response

  Date: 02/18/2025

  Hello, This watch has been located under ticket *****. The Nubeo Warranty does state that all repairs whether it be under warranty or not is subject to a $28 evaluation and return shipping charge. I do not show record of any payment or check sent to us for this amount. Due to this, the watch has not been returned. We also do not have a proper phone number or email for this customer. The information tied to this BBB complaint will be added to the repair ticket for streamlined communication. 

  Thank you, 

• Initial Complaint

  Date:12/30/2024

  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 sent my Invicta 25824 watch to this company for repair many months ago and paid in advance as they required. They have not returned it. Multiple phone calls resulted in various excuses. They said they shipped it in September but it never arrived and the tracking number was faulty. Finally in November, they printed a USPS shipping label, but USPS has not received the item. I want my watch returned, or a replacement.

  Business Response

  Date: 01/21/2025

  The system continually would not allow me to respond. I would get a server error.

   

  The new tracking number for the customer's item is **********************.

   

  Thank you

   

  **** *****|Account Manager Toll Free:**************|Desk:385.290.3145 LwenInternational Watch Service Center|****************************   Customer **********************:M-F 10:00AM- 3:00PM (MDT) *********************************************************************************************************************************************************************************************************************************************************************************************************************************** Email responses are typically between ***** hours excluding weekends FixMyWatch.com ILoveWatches.com

• Initial Complaint

  Date:05/15/2024

  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 called to see if the could fix two invicta watches that where missing a retaining pin and needed ********************** in one . They looked it up told be to send them in and laid $***** and followed the info she directed. I received an email two weeks later telling me that where not going to fix them and they sent them back without batteries replacement. I called the rep was very u helpful to say the least and told me i was double change and ohh well. now im out ***** after they told me they. could repair my watches they did nothing and took my money.

  Business Response

  Date: 05/21/2024

  Hello *******,
  
  I looked into this situation for you. We did indeed declare no parts on your watches and send them back without doing any repairs. The $87.97 that you paid was for inbound *** shipping labels with $1000 of insurance that you elected to purchase, the $28 evaluation and return shipping fee that is required on all repairs per Invicta warranty policy. You were given the goods and services that you had paid for. I do apologize that we were unable to repair your watches.I do see that you shipped both watches under one label as well as we combined shipment on the way back. I can offer a partial $20 refund for those labels that were not used. 

  Thank you, 

  Customer Answer

  Date: 05/21/2024

   
  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.  just be advised one of the watches where sent in for battery change and was sent back without changing the battery so now have to take it to someone else so im out all the time and money to send it in for battery change and nothing being done but sending back and forth what a wait if time.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/28/2023

  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.

  In early August 2023, I sent in my Momentum watch to be repaired as it had moisture buildup under the face. Momentum told me I should send it to Lowen / IWSC for repair. I paid $18.95 to have the watch shipped and evaluated. It has been over two-and-a-half months and I still haven't received it. Every time I call it's at least an hour wait, many times it's longer and I leave a callback number and rarely get called back. The only way I can get them to call me is if I call Momentum (the watch manufacturer) and tell them I can't get a hold of them. It's been nothing but a hassle over the last 2.5 months. They never reply to email, they've billed mee incorrectly, they told me their watch repair guy was out, etc., etc. It's always excuses. At this point I don't expect the repair to be done right, if at all. I also don't know if I'll ever actually see the watch. Communication is essentially non-existant.

  Business Response

  Date: 10/30/2023

  Good afternoon,

  It was a pleasure speaking with you. Just a written copy of what we discussed. I truly do apologize that this was such a lengthy ordeal. I have refunded the battery that you have paid for and also took care of the crown, tube and stem at no charge for the hassle. I do believe that the water leak originally came from the weakened tube. 

  The repairs are complete, and I am personally doing the quality control and shipping your watch myself. I would expect a return tracking number tomorrow 10/31/2023. 

  Feel free to reach back out to me at ************************** or ###-###-#### for direct communication. 

  Thank you, 

• Initial Complaint

  Date:09/11/2023

  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.

  Hello, In July I reached out to Nubeo for a watch repair. They referred me to this company to get it repaired. After going back and forth thru several emails I should have seen the red flags. First they got my address wrong and didn't read the email I sent. Once I Got them to update the dashboard with my correct address I paid them the 211.00 on August 4th for the repair. Now couple months (August 28th) later the watch has been "repaired" but the tracking information they provide - which is not an actual USPS tracking number shows it was delivered at 6:32am. This company uses their own "Tracking website" so you can't personally track it on the usps website. I live in a rural area. Post office does NOT run at 6:32am in the morning. All packages are delivered to my mailbox in the PM. I also get emailed all deliveries incoming to my mailbox from USPS and not a single email letting me know that I got this package in route to me. I've called every day since September 5th being "1st" inline on the phone for more 2 hours at a time. I've sent an email everyday since September 5th with out a single response from anyone. See the attachments: a)emails going back and forth about getting my address updated and asking for help b)Also the print off of the tracking information on their website. c)Nubeo emails

  Business Response

  Date: 09/15/2023

  Good afternoon,

  We apologize for the frustration and the hassle this process has been. Despite our customer service team correctly revising the address, it still went to the original address in McKinney Tx. We have already been working with Nubeo on replacement protocol. There should be an update next week as I am asking them to prioritize. 

  Thank you, 

  Customer Answer

  Date: 09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: Business is waiting on a response from manufacture. They are reaching out to manufacture for replacement. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/25/2023

  Good Morning, 
  We are still working with the manufacture for replacement protocol. 

  Please stand by. 

   

  Thank you,

  Customer Answer

  Date: 09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: because they still haven't gotten a response on replacement. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/29/2023

  Good Morning,

   

  We are still working with the manufacture on a replacement watch. I was able to track down where the watch was shipped to. It went to Tomes Auto Group as our shipping team pulled the wrong address off the reused box. I am trying to work with them as well on getting the original watch back. Hopefully one of those paths will be successful. 

   

  Please stand by. 

   

   

  Customer Answer

  Date: 09/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I clearly stated not to ship the watch there, "If it was shipped there I would never see it again" - Either a) compensation for the lost watch because I made sure the address was updated before I even paid and before I even shipped the watch to this company or B) Another Nubeo watch of the same value needs to be provided. 

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

  Business Response

  Date: 09/29/2023

  Good afternoon,

   

  Those are both already being perused. It takes time, neither of those options are something that we can just do quickly. I need a copy of the proof of purchase. You will need to reach out to WatchGang for an invoice reprint. They will not release it to me. Please send it here or to **************************

   

  Thank you, 

  Customer Answer

  Date: 10/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not have receipt from Watch Gang as I bought this from a co-worker. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/19/2023

  Good afternoon,

  Our claim policy for missing and damaged watches requires proof of purchase to make the claim. Since the consumer is unable to provide a proof of purchase, we cannot do a monetary pay out. As you can see through the prolonged complaint correspondences, the only option at this point is to wait for Nubeo (the manufacture of the watch), to be able to provide a replacement watch. This process has already been started. We have explained to the customer several times that this is the case. We still do not have a timeframe for when a replacement watch is available. I personally have seen replacement watches take 9-12 months. The alternative option is I can refund the original $211.00 that the customer paid however, if issued, that would close the replacement watch procedure. 

  Thank you, 

   

   

  Customer Answer

  Date: 10/20/2023

  
  Complaint: ********
  

  Hello, I bought the watch from a friend who won the watch from Watch gang. So Yes, no receipt can be provided from WatchGang. Fact of the matter remains - the company did not ship to the correct address. I clearly stated multiple times that the address that was on file was not correct and even ensured that it was updated before I shipped the watch out to said company. So, no I do not accept a credit of $211.00 for a watch repair for a watch that's no longer in my possession because of policies and procedures were not followed.  I reached out to Nubeo watches - took a couple days to get a response since I figured this would be this company would "Cop out" - Nubeo stated that they no longer produce this watch. Clearly states on their website it was a limited run. So, I don't think you've contacted Nubeo because the rep I talked too several times mentioned they would have told you from the very beginning that there would not be another watch made especially for a 1 off run.  So clearly, we're just trying to push aside my claim for 9-12 months hoping I just go away. 

  I will either accept another Nubeo watch or watch of the same value or the $1500.00 I paid my friend for the watch. Which I can produce a receipt for. Because at the end of the day, Obviously the company policy should be updated if the said company loses it in shipping. NO reason I should take it in the shorts because I did everything right from the beginning making sure TWICE before I shipped it . the address was updated. Basically this is theft. 
  

  Sincerely,
  

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

  Business Response

  Date: 10/20/2023

  I do truly apologize for the mess that this process has been. I myself would feel the same way that you do about this. We indeed have reached out to Nubeo for replacement options. Even if a watch is a limited run, there are still multiples made to repair any of these that need repair. If they were limited edition with no spare parts they would never be able to be fixed. We are still looking for replacement options. That process has never stopped, and it takes time. We are not denying a replacement. I believe that the miscommunication is caused by the BBB's profile settings that make you accept or reject after a response is sent. There should be a "in process" alternative.  I just tried to call the BBB to explain this and extend the expiration date however, they are closed today. I will try again on Monday when they are open. 

  Please patient as I do have faith that we will be able to get you a suitable Nubeo replacement.  

   

  Thank you

  Customer Answer

  Date: 11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:Could I get this reopen please? Complaint # ********  - The business is supposed to be getting with the watch manufacturer for a replacement and it will take several days. Last message I receive from business is that they were going to get hold of BBB to see if they could leave it pending til an answer from the watch manufacture
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/09/2023

  Good afternoon,

   

  Still pending replacement options. 

   

  Thank you

• Initial Complaint

  Date:08/31/2023

  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.

  see Attached document

  Business Response

  Date: 08/31/2023

  Hello,

  This complaint mentions an "see attached document." There is no document attached. Please reattach and resend.

  Thank you,