Luxury Watch Repairs Reviews 6,501

I received a quote of £560 from LWR for the service and repair of my vintage Ulysse Nardin watch in October 2024. Despite numerous requests and being informed that the repair works were on track to be completed within the 42 week timescale it wasn't until August 2025 when I received a meaningful update from the Director. He advised that the repairs were near completion and it would take another 2 to 4 weeks and he would call back with an update. The promised call back didn't happen and like many other disgruntled customers I tried to obtain further updates but with very little success as they rarely respond to emails and their telephone lines are not operational. Having discovered that the company went into Administration in the Autumn of '25 I had a telephone with the previous Director in Dec '25 who confirmed the change of ownership and that he was working for the new company. He agreed to update me on the progress of matters in early January '26 - it didn't happen and it wasn't until Feb '26 and only after intervention by the Administrators did I get another update advising that they "...no longer had a watchmaker to complete the work but were looking into 3rd party options". I chased and chased for an update until at the end of May '26 I sent a Letter Before Action requesting the return of my watch...they ignored that request. I reported the matter to Trading Standards and informed the Police and in a final attempt to get my watch back prior to instructing Solicitors I once again spoke with the Administrators last week. I updated them on the situation and my proposed action. My watch was returned the following day by DHL. After 19mths and having paid in excess of £560 it's not working and it would appear to have been untouched whilst in their possession. Avoid this company at all costs.

Very prompt service. Quicker than any local company. Will use again in the future.

Shocking service, they kept my watch for 9 months and only returned it to me when I involved trading standards and the administrators. They told me that my watch was repaired and had been double checked for quality but it was in a worse state when it was returned then before I sent it. I cannot set the time as the winder just whirls round without engaging the hands, which was not happening before I sent it. They refuse to refund my service charge and I am now going to have to pay another firm to repair their work. I wish that I had never had any contact with this firm.

Extremely happy with the service and can't imagine using any other! Great customer service. Thank you for making it so easy.

Avoid avoid avoid!!! I sent my Rolex datemaster watch for a service in June 2025. Initially communications were good and I had a quote to repair and service of around £1000, which was paid in full, and an estimated time of 12 to 16 weeks for repair and return. Since then, communication has been virtually non-existent, countless emails and phone calls remained unanswered. I sent a final email to ask for my watch to be sent back, which they actually did. It's been over a year, £1000 spent, and no service or repair completed. If I could rate less than one star, I would. Probably fine for a battery replacement, but for watch repairs or servicing, don't bother!

I was excited to have my pride and joy a Rolex submariner cleaned and serviced, I wear it with pride. So I found luxury watch repair, I sent the watch in the next day I received an email to say the parcel had arrived, a few hours later I get a new email to say my watch has gone missing apparently in transit ????, ive provided everything they have asked for to prove the watch was sent and owned by me ive now not been able to get any response from them for several days and although ive asked they wont give me there insurance companies details. They may be legitimate but theres something that doesn't add up, the insurance they claim you have doesn't seem to really be in place.

Exceptional service from all involved.
Immediate turn round after service of my watch and returned immediately.
What not to like?

So i posted about how awful this company is and continues to be so, they tried to then contact Trust pilot to remove my review as it was classed as harmful, this was rejected.
30 weeks in now and still no watch returned, was being tested on Monday, still no communication or update. AVOID AVOID AVOID AVOID

Before you even think about using this business go onto the Companies House website and search for them by name. You will find 3 businesses using the name LWR with another word added to the LWR name, all at the Hatton Garden address.

All I'm going to say is draw your own conclusions. Lets see how long before LWR object to this comment and get it removed. That should tell you all you need to know about this business that they get comments removed.

I'm still waiting on my refund of £492 after having my wife's Cartier collected in November 2025. I wish I could show the screenshot of the text promising the refund on 6/11/25

I submitted my Omega Seamaster 300 automatic for a service in December 2025 and paid five hundred and eighty-eight pounds for a service. Six months later and no watch, no contact and no response from web form, Instagram or email. I have raised an incident with the Police. I would strongly advise you seek alternative provider

I finally got in touch with them after a watch buyer I know called into their office and they had not done anything to my Rolex despite having it since August 2025.
I received an email from Scott on 30/09/2025 who said the watch was in process at the repair centre and would take 20 x 25 weeks to complete!
They said they would start and then keep me regularly updated and I have heard nothing since!
I have phoned, emailed and tried live chat and still no reply although the automated email reply promises contact within 2 days.
I would just like them now to return the watch and then I can get it repaired by somebody that I can trust.
Trustpilot say they contact around 20% of people who give them poor reviews so I hope they do that with me.
My quote number is QU-64422/109313

Like many others I have used LWR successfully over the years . Unfortunately my latest experience is shockingly awful . No response to any emails including their progress or management escalation channels . I visited the Hatton Garden site on Friday 5 June but no one answers the door bell. There is a QR code to book an appointment. I’ve done this but doubt very much if anyone will be there to meet me. I just want my watch back but fully expect to have to engage a lawyer to progress .Very frustrated and disappointed with LWR.

I am mystified about the number of positive reviews posted since January 2026.: If you have a watch under repair presently it is possible but unlikely that it will be completed (In my case this is what has happened), any up front payments for such repairs will not be refunded and IF you get the watch back you will have to all intents and purposes lost that money. If you have a watch presently in the hands of LWR, you can demand to get it back (repaired or not) - IT IS NOT THEIRS TO KEEP.
So to the story: My watch was sent in to be repaired in March 2025, the estimated cost of this was put at just over £1000. I paid this and waited for the repair. After a few enquires an answer eventually arrived in December 2025 announcing the creation of  Luxury Watch Repairs (Holdings) Ltd. This set off alarm bells and after some sleuthing and help from a well placed lawyer friend, we discovered the truth. 
After some further spadework, I received my watch back from LWR yesterday June 5th 2026. It has not been repaired (in fact I suspect it is in worse condition than it was when I sent it in 15 months ago). The  £1000 I paid for the repairs has been swallowed up and as far as I am concerned, lost.

Great company to deal with, watch was collected, repaired and returned in a timely manner.

Great service every time. Very satisfied with the turnaround. I will be using LWRs again.

WELL HERE I AM AGAIN AFTER OVER 700 EMAILS.
THIS SO CALLED COMPANY HAS HAD MY MOTHERS 1920s 9ct GOLD ROLEX FOR 20 MONTHS AND NO SIGNS OF IT EVER BEING RETURNED. I JUST HOPE EVERYONE TAKES NOTICE AND DOES NOT SEND A WATCH TO THEM.
I HAVE HAD NO CHOICE BUT TO CONTACT A SOLICITOR AND START LEGAL PROCESS FOR THE RETURN OF THE WATCH (if they still have it) OR FULL REFUND AND COMPENSATION PLUS LEGAL FEE,S.
ONCE AGAIN THIS IS MY ORDER NUMBER - 53980
I WILL WILL LET EVERYONE KNOW HOW MY SOLICITOR GETS ON.

Luxury Warch Repairs- please reply to my emails and phone calls.
Graham Hoole.
You have had my Brietling watch for a number of months and I would like it back before I instigate legal proceedings against your company and your directors. I have called you numerous times, left messages and emailed you. No replies.
Thank you.

SCAM! Do not fall for it like I did. I sent my watch in January and recieved a email from them acknowledging receipt of the item.

I haven't heard from them since despite multiple attempts via email, phone and google review. The shop is closed/doesn't exist. Please help other by reporting this to the National Cyber Security and get the website taken down

Very straightforward from start to finish of the process. Good communication on progress & delivery times & very happy with the price & work carried out.