Watch Shop Reviews 

he returns portal is still down, meaning I’ve had no choice but to pay out of pocket to send back a faulty item. Watchshop responded to my comment, asking for more details as if they wanted to help, but it’s been 48 hours, and I’ve heard nothing. Clearly, they just reply to look good but have no intention of actually fixing anything. I’m sure I’ll have another battle ahead trying to get my return postage refunded.

Honestly, I feel completely ripped off. I ordered a watch as a gift and even paid an extra £12 for delivery. It arrived in a cheap plastic bag—not great for the price, but I overlooked it. The real issue? The watch doesn’t work, and the battery is dead (wish I had checked the reviews beforehand). I reached out to customer service via chat, spent 30 minutes waiting, and was eventually given a refund link that apparently takes two weeks to process. When I told them the link wasn’t working, they admitted there was an issue with it! So now I’m stuck with a faulty watch that I can’t even return. Absolute joke—steer clear!

Ordered a michael kors watch
Paid for next day delivery. Didn't arrive for 2 days
The watch does not work . Tried countless times since the 14th March 25 to contact them without success
This is now the 16th
I will be requesting a full refund
Customer service is atrocious

Purchased a watch for a Xmas present after 2 weeks it stopped working I had 5 attempts to contact them through customer service and email no response,I sent in a small claims court appeal and finally has a response they did not apologise for the faulty item but expected me to go and purchase another battery at my expense finally they said they would refund me if I sent the watch back .I would avoid this company as they sell faulty goods and do not take responsibility for them and care nothing about customer service

Purchased a Seiko watch for £380. The watch was only worn on occasion and was not damaged. The watched stop working after five months. Went through the Watchshop (Frasers Group) return procedure and sent a video, as requested. They received the watch on Saturday, by Tuesday it was back at home. They stated their dedicated Techs had inspected the watch and it was not within the return policy! This was a lie as even the time on the watch had not been even changed from the video sent. I am sure most buys don't have a issue, but if you do. Good luck!

This company's after sales service is hopeless. Simple requests go round and round in circles. All I want to do is purchase a lume for a depthcharge watch. Three months, endless emails, requests for information that is not needed, no progress. Avoid.

Attempting to return a watch but the online returns portal would not work. Emailed and no response. There is no phone number or option to talk to anyone in customer service. Ridiculous.

I wrote weeks ago and have still had zero help. The package arrived in poor condition. I don’t want it and it should be a simple return process. I cannot understand why they’re making this so difficult!

Update: Portal still not working, so left with no option but to pay further money to return faulty item. Despite commenting on my post and asking for more details to try and help, 48hrs later and I have heard zero back from Watchshop. Clearly commenting to 'look good' with no intention of actually doing anything. No doubt there will be a further update when I have to fight for postage costs to be returned. Go elsewhere people!

Awful and can't help thinking I have been scammed. Bought a watch for a present and paid £12 extra for delivery. Came in a plastic bag which is rubbish for the price but could overlook that. The watch doesn't work and battery is dead (wish I read reviews first). Contacted customer services chat and was on for about 30mins. Was given a link and told it would take 2wks to process the refund. I explained this wasn't working and was then told there was a problem with it!!! So I have a watch I can't currently return. Awful and I have been totally ripped off

I returned a faulty watch to them in October 2024 and was promised a refund. I have not received refund just messages from different people saying that they are looking into it.
Don’t touch these people, they are totally dishonest.
They have my watch and my money
I am confused now as to whether “watch shop on line” and “watch shop” are 2 different companies

I purchased a watch from the watch hut which stopped working after 9 months. when I searched for the web site to contact them I was directed to Watch shop. After contacting customer services, which was quite simple, they then send you several mails requesting purchase info, who purchased and price and where from etc, etc. then a day or two later the whole process starts again - I went through this 4 times and got absolutely nowhere - shocking none existent customer service department. Keep away from this site.

Update!

Receive the nice reply from watch shop, as it seems everyone who has a bad experience does. Now asking me to supply them the same info again as previously sent 4 times in order for them to try and assist!
They have no interest in assisting anyone, just attempting to look that way.

AVOID

They send out generic reply (below) to anyone who leaves a bad review - its then not possible to reply to them even after they ask for information to try and help resolve the issue.

Ordered a watch which didn't work. Took to a watch shop to see if it was the battery and they couldn't even get the back off. Have been trying to arrange a return for weeks but their customer service is shocking. Will be doing a charge back on my credit card.

Edit - 23.05.25 after finally arranging a return and sending the watch back they responded saying it's not a manufacturing fault and will be sending it back to me. DO NOT BUY FROM THIS COMPANY!

Terrible customer service. I will be taking this further and have reported to trading standards.

Shame you can't give lower stars, I orded a watch for my nieces 21st birthday, it arrived very quickly this was probably the problem, when I opened the box it had a receipt in the box from timpsons for a watch repair, it had links taken out and wasn't even working, this was a watch someone must have have sent back, I have been trying to get in touch to return the watch for a refund, they make it so difficult to get in touch with the, I recieved a Email to say there was dealing with it but not heard anything since, I have seen on the reviews on hear them saying get in touch by Facebook and X but I don't have either of them, so I'm without a gift for my niece.
I replied to the message that watchshop sent me,I did this straight away, for people who said they want to resolve it nothing seems to be happening, every time I contact them I get the same message, we are busy also the telephone number and Email given on trustpilot don't work phone just cuts off and Email comes back to say it can't be sent.

Item arrived broken and the box badly damaged.
The returns portal wasn't working at the time, so customer services advised me to send it back via recorded delivery to their returns department.
The item is showing as having been delivered 6 weeks ago via Royal Mail, however the returns department must have misplaced it, as they cannot find the item and are refusing to give a refund for it.
The only response I am getting from the customer services team is to contact Royal Mail (despite the evidence that it has been delivered to them).

*Update - Naturally I have heard absolutely nothing from customer services since I gave them the additional details they requested to sort it out.

I purchased a Michael Kors watch from them after a month it stopped working I have filled in 2 contact forms as there is no contact Telephone N0 I had a response telling me that the recieved my email and have heard nothing since ,very poor customer service the watch is in guarantee but they will not respond

Faulty goods, deceitful customer ‘service’ agents and illegal trading practices. It’s astounding that Trading Standards haven’t stopped them operating yet. After months of trying to either fix or obtain a refund for a defective watch, I am now having to take a legal action.

FRAUDSTERS! This used to be a good company until it was acquired by Mike Ashley’s Fraser Group! Sent me a faulty watch as a Christmas present and have refused to refund it despite video clearly showing the date doesn’t work! As you can see from all the recent 1* reviews they do this to all their customers and are in breach of the Consumer Rights Act 2015! Do not buy your watch from here!

Ordered a watch, was delivered next day, which was great. However it was faulty and didn't work. The return portal does not work, which ever browser I use. The 'lite' version also doesn't work. There has been no response to attempted contact, and the phone number on this site doesn't work. Really disappointing, as I have used this site historically. Clearly customer service is not a priority anymore. In future I will pay more and go elsewhere, and definitely not use a 'Fraser Group' company. Wasted money.

Update:
Having been contacted via Trust pilot (they are totally unwilling to share any email or phone numbers). I have provided contact details, to have heard absolutely nothing. This approach must surely be in breach of consumers rights? As things stand I have a faulty product with no method of return, or refund.

Update 31/01/2025.
No further contact or communication from Watch shop. It appears that senior management have taken the organisational decision to intentionally remove methods of communication/contact for customers.
So my only remaining option is to pursue a refund through my bank, although providing evidence of communication is near on impossible due to invalid email addresses, and non functioning portals.

In summary. Spend a few quid more and shop elsewhere. The Fraser Group of companies do not provide after sales care in any form.

Watch was faulty. I was told to post it back and I will be refunded the postage I had to pay. However, I was then told I would only get a voucher. Fraud and very inconvenient. I shouldn't be out of pocket for a faulty watch. Avoid

Purchased two watches. On the first wearing of one watch, the face came away from the strap and my local jeweller was unable to repair as the screw piece was lost when it broke. This was within two weeks after purchase. Contacted these jokers only to never receive a response. I still have my ticket number from the first time I sent them a message - no response over a month later. I simply wanted to return both watches as I have absolutely no faith the other watch will last either. Their website states contact must be made before returning faulty items, rather than just using the standard returns process. Given I received no response and knowing my rights, I raised a dispute claim via my bank. I have now received a full refund from my bank and am still in possession of the watches. This company is by far the worst I have dealt with in a long time. I used to purchase from them regularly before they were bought out by a bunch of low life Eastern European thieves. Given I work in the banking industry myself, actually in fraud detection and prevention, it is of absolutely no coincidence that the vast majority of bank accounts were closed for fraud and suspected fraud (business accounts included) are those opened by Eastern Europeans. All cheats and con merchants. Well I'm having the last laugh since I've been refunded and haven't even returned the watches. Maybe if they had actually responded and behaved how a business is supposed to behave, they'd have their goods back by now. This company now is a real lesson in how to absolutely ruin a business. Their recent reviews all speak for themselves. Any positive reviews were mostly received under the previous ownership. Don't touch this lot. They clearly could not care less about doing the right thing. They respond to negative reviews here with copy and pasted nonsense and zero intention to actually do anything about the issues people have been having. I advise anyone with the same issues to not even bother contacting them - CONTACT YOUR BANK OR CREDIT CARD COMPANY. You will get your money back via the chargeback scheme. I have reached out to Trading Standards about this company. I am confident they are selling faulty watches and very old stock which is not stated on the descriptions. They need to be investigated. Buy your watch from anywhere but here.

The watch itself is good, it was in a presentation box. The box was broken as it was only in a plastic delivery bag, Watchshop would not replace, will never use again