Watch Shop Reviews 

Son purchased a watch on next day delivery on Dec 15th. Nothing has arrived, no support from customer services. No numbers to call and colleagues not responding to messages, or initially respond then don't follow through. Would give no stars if that was an option. Now trying to find a replacement Christmas gift at short notice and attempting to recover the money through the bank. Very disappointing and frustrating. We want the money back or delivery of the item purchased. At present we have neither!

Raised an issue as my order is now over a week late with no updates after paying for next day delivery. Received emails and messages to leave further info and then they ignore everything! I need this resolved via a phone call.

My husband purchased a Month Blanc smart watch early in the year. After 2 months it stopped working. He returned it and was told it couldn’t be replaced so a refund would be processed. It’s been months of back and forth with emails but still no refund, just excuses.
It’s a lot of money so I’m now going to Watchdog. I am also going to instruct my solicitor. This is not a good company. Go elsewhere. UPDATE 27/12/24.. So now I have been passed from pillar to post since this initial review and I learn Watchshop is now owned by Sports Direct. Still no refund of just short of £900. Now taking it to Trading Standards.

Ordered a watch for my daughter - received the item promptly but it is faulty and does not work. Tried contacting someone several times but to no avail. Only option appears to be a chatbot which keeps replying with someone will eventually get back. When is the question??? Simply want to exchange for the same functional watch. Shouldnt be so difficult.

AVOID THIS COMPANY. IF YOU HAVE AN ISSUE WITH YOUR WATCH YOU WILL NOT BE REFUNDED.

Nikelo, Sebenzile and Sebastian are the worst customer service team I have ever dealt with. I wish I could give them 0 stars.

I contacted them about a broken Casio watch on the 28th October with clear images of how the resin body had sheared with details of when I bought the watch, how it’s still under warrantee and that I would like a refund as well as sending the watch to them.
It’s now 6th December and we have exchanged 20+ emails with many of them explaining how “response times are longer than usual” and they are actively addressing my concern” yet doing NOTHING to resolve the issue.

It’s a £30 watch. The time spent “actively addressing the concern” has probably cost the company double if not more what the watch costs.

I would normally move on and let the money go but I have now grown curious to see if they will ever be able to resolve such a basic customer service requirement.

I have explained in my emails several times that the reason they are so back logged is because they’re spending all their time telling people they are dealing with their queries and doing NOTHING about them and then each time I get the same response of them being backlogged!

I have put in a separate complaint on their website and had the same response of acknowledging my query and if there’s anything they can do to resolve the issue to get in touch even though I literally stated what they could do in my original complaint.

It’s clear from seeing the reviews on here many people have had the same problems as me. This customer service team are completely incompetent.

I should also make it clear that if they explained why the broken watch didn’t come under the warranty when I first sent the pictures of the fault or when I then sent them the actual watch after that, I would have accepted the loss and probably purchased another watch with them straight away. Instead they’ve drawn this out for coming up to 2 months…!

EDIT 16.12:
After they replied to my review 6 days ago, apologising and requesting my order number, I have sent them the relevant email and nothing has been followed up BUT I have been sent an automated feedback response (assuming someone there has confirmed this query has been resolved?!). I have once again put that my issue hasn’t been addressed at all, stated my order number, my case/query numbers and included a link to this review so they can see how they are literally sending me and themselves in perpetual circles not being able to complete even the most basic customer service tasks…

Just received my parcel and the watch and the box is literally smashed to pieces

Purchased a Tissot mans watch June 2023 value of £500.00 watch went faulty in Sept 2024, 2 year guarantee. I have now mailed the watch shop customer service 30 times, after much discussion was asked to return the watch which I did on the 28th October 2024 its now the 4th December 2 months later and I have no watch no refund and no response from my emails.
I feel completely disappointed with service provided I will not buy from them again cannot recommend this company to anyone. They are not honest and go out of their way to delay and defraud customers.

I bought a Calvin Klein watch from them for my sister. When I checked it after it arrived it looked like it’s been used. Pathetic

Terrible after sales service , no contact number to speak to anyone and when you do email they don't respond. Once a great company to deal with , we have bought lots of watches over the years but this will be our last time of purchasing from them , they are now part of sports direct and seam to have followed there policy in no reply . Save your money and buy elsewhere.

Absolutely shocking customer service. No number and website doesn’t even work properly. I’m trying to return a watch as the paperwork was missing, when I click on return ‘my order can’t be found’. I’ve sent several emails asking how to go about sending the watch back, refunds, sent them pictures of the box and watch etc. I’ve managed to get a ‘Lite’ version of a label but since I generated it on apparently an order that doesn’t exist. To make sure I have done things correctly and I won’t get scammed out of my money, I just needed to speak to someone but instead I’ll just sit around praying I may receive an email. All I want to do is send the watch back and get a refund. It should not be this hard! Avoid this company, go to a brick and mortar store

Ridiculously bad products and customer service. Bought a watch and it became faulty very quickly. Sent it off for repair but when it came back it was no better. The hideous customer service - who I was on chat to for an hour - said they couldn't help and just abruptly ended the chat. How infuriating. So I have a broken watch and no offer of help. My advice - never buy anything from this charlatan company.

I’ve never known poor service like this. Last Christmas we bought a Vivienne Westwood watch from Watchshop. In June it stopped working. Unfortunately we couldn’t find the order email ( didn’t expect to have to keep it as for such a quality watch). However we were able to confirm details and proof of purchase to watchshop from our bank. Several emails over months and they agreed to have it sent back to be inspected. It now appears lost at their end. Given the time gone by I can’t find the tracking details but I do have the receipt for sending it back. The package I sent them had the watch, print out of emails , proof of purchase and still had the bar code etc on the box. We have finally lost patience today when we found a complaints phone number which - yes, you may have guessed - does not work. I would warn anyone about dealing with this company. We feel completely let down and quite ripped off.

This shop is the worst I ever experienced in terms of customer service. You get a feeling that they are actively trying to make you so tired with your request that you give up.

My watch stopped working after 1 year. It could be just the battery, but I cannot change the battery within the warranty period without losing the warranty.

So I reached out to the shop 2 months ago and still haven't gotten any constructive solution. Generally I have been repeatedly asked to submit information about my order that I already sent. And after each response I don't hear back for another 2-3 weeks.

Basically I am close to give up now and have just wasted 400 EUR..

I’ve bought two watches from watcshop but never again,the Hamilton watch is no longer working and for about the last four months I’ve been in correspondence for them to resolve the issue but they have just been dragging their heels from the very beginning.I asked could I get it replaced or a refund and for the last four months I still can’t get a clear answer I’ve dealt with four different people and I just get due to high amount of emails it may take longer than normal to reply.Their customer service is absolutely stinking,I would never get another watch from them nor would I recommend them,they have to be the worst company I’ve dealt with.I also asked for a contact number for a manager but nothing totally disgraceful

Dreadful service. Watch was faulty while under warranty. They took a week to email me. I had already sent all the info they asked for in the email. Over the period of 4 weeks they have asked 3 times for the same info - all delay tactics. Latest email stated they cannot help as they cannot find the order. Utter rubbish. And no number you can call. A complete scam. Don't risk buying from them is my advice.

WARNING: DO NOT BUY FROM THIS COMPANY!

They're either scamming costumers or their customer service are instructed not to actually help customers and dismiss all their claims.

Now I'll proceed to explain:
1) I have purchased a watch from this shop, they've used EVRI to mail me the watch. Despite receiving email confirmation from EVRI that it was delivered I never actually received the product (no surprise there, in 3 times I've done purchases online that were sent by EVRI, all 3 were not delivered - 3 out of 3, that must be a record).
2) After contacting and trying to sort this out with EVRI, which unbelievably took around 3 weeks, they told me to contact the sender at which point I decided to contact watchshop.
3) First thing that left me speechless was that there is (almost) no way to contact watchshop, I've searched and searched online and was unable to find an working email address or a phone number (you can find a phone number if you google but it is disconnected or doesn't work). Only thing I could find was a useless chatbot that wasn't equipped to help me properly. It's almost as if they don't want you to contact them. In the end I found a suggestion here in Trustpilot to use their facebook/messenger account, which is how I managed to contact them (although the communication was very unprofessional and unhelpful as further described below).
4) Brief detail of the interactions I had with them detailed below. Note this happened over the course of 5 days - they were quick to reply, I'll give them that, although it is not hard given they pretty much toyed with me or instantly dismissed all my claims:
- First they asked me for details of the order, which I provided.
- Then they replied that according to the courier it was delivered and asked me to check outside and ask neighbours, etc. This had already been done a number of times, even before I originally raised any kind of claim and then again a few times when raising the issue with EVRI as they repeatedly ask you to do this. I replied to them I had already done that more than once.
- They replied they'd opened an investigation and that I needed to complete and send a form caled "Denial of receipt". I completed it and sent it.
- They then replied with the most hilarious reply I've ever received from a customer support service: something along the lines that "after a thorough investigation they've concluded that the delivery was complaint and my claim was rejected" and their conclusion was based "on a proof of delivery that it was handed" to me, and on this message they attached a picture of a package and someone's hand picking up that package. In this picture you cannot see the address, the package is way too big to even be a watch (which is what I ordered) and you do not see a person or a face- the picture is obviously a fake evidence, just some random picture of a package and random person's hand pretending to receive a package. Obviously I understood straight away these guys were playing me and replied that it was not me and that the picture was not evidence of nothing, that is was just a random picture anyone coud take.
- The following day (a Friday) they replied they were going to investigate it further and asked me to fill in a denial or receipt form and send them - again I found it hilarisous as this was the same form I had sent a few days ealier. I replied that this form had been send in an earlier interaction with them. They repied they would investigate it.
- I received a message the following Monday at 3am that upon further investigation the claim was rejected as the courier advised they delivered. That was it, their thourough investigation was done over the weekend and it was (allegedly) asking the courier the same thing they asked a few days back (not sure why, were they expecting a different response?).

It became crystal clear to me that either this shop/site is now running a scam (and I say now because I know of people who used it in the past and got their orders without issues) or they have the worst and most incompetent customer service I've seen who are instructed to dismiss customers claims whatever the claim.

Needless to say I will do whatever is in my power - be it through raising online awareness, complaining directly to house of fraser group and through scam preventing government institutions - to make sure they stop their fraudulent practices.

Ordered a Michael kors watch, evri, sent email saying damaged, cannot get in touch with watch shop, not happy. Filled in the online chat, why can you not be able to speak to their customer services

Absolutely shocking aftersales service. After two months of raising a case and sending a watch back to them, yet to receive an acknowledgement or response to the outcome. Not responding to emails and unable to reach anyone to speak to. No moneyback, no watch, avoid and spend your money elsewhere.

Bought a watch for my daughters 16th birthday.It arrived and when i went to set it up and check that it worked it didnt.Contacted customer services via their portal cos heaven forbid you get to speak to any body and what a waste of my life this quickly became.After 20 mins of trying to get anybody to reply i was then put in touch with a chap who said i could return the watch and for a replacement would have to wait as long as 7 days.No good birthday in 4 days.Said i would order another watch now and send this back but will you cover the postage so i was given a code to enter on the returns portal.Didnt work and the portal did not even recognise my order.
Had to wait till next day to speak to customer services as no body replied to any requests for futher assistance.This second run in with customer service was even worse as after a lengthy typing i was asked to provide a video of the watch not working and i had to send it via email as he was moving the conversation to email.Well never heard again.
Going back to the returns portal still no luck unless i used the Lite version which has no options at all for return postage using codes so ive had to bite the bullet and swallow more postage.This whole crap show has cost me £20 in carriage fees for a £40 watch which hasnt arrived yet so not even sure if thats going to work. Not Happy,Not Happy at all.

I ordered my mum a michael Kors watch it was sent via evri who thought it was acceptable to leave in the front garden when we got home it wasn't there emailed the watch shop and did get a claim number not heard anything since this was 2 weeks ago emailed again and still nothing i am a college student and have never used this site before and won't ever again customer service is shocking asked for a refund awaiting a response