Watch Shop Reviews 

Returns portal doesn’t work. I returned a watch by generating a returns letter. Sent parcel by royal mail tracked. Says delivered however watch shop have stolen it. Denied having received it and not issuing a refund now. Telling me to go to royal mail. They are thieves. Don’t shop here. Especially if you think you might need to return it as you will not get your refund even after sending your watch to them. And there being a confirmation. Thinking of going to courts to get my money back now. Definitely don’t use.

I bought a watch but what I received was not as ordered (no box, wrong manual, no warranty card). It was painful trying to get it returned (took 2 or 3 sessions via the webchat). The watch was sent back and received by them (I have the courier receipt). Something internal to Watchshop has not worked and I keep getting told that there needs to be an internal investigation, and I will get an email in 1 to 3 days. I've contacted them 3 times and I get the same response (not no email). When I explain that nothing is getting done they disconnect the webchat session and I get cut off. No refund, no watch, no email, no explanation. If I could give them 0 stars then I would.

Absolutely shocking customer service , 10
days and still waiting for a reply on returning the fault item . £300 watch that doesn’t work . Very disappointed as had dealings with them before which were good . No contact number for customer service

Great experience with Watch Shop. Quick services. And delivery on time.

This used to be a brilliant website. Now downgraded. No customer service phone number; returns portal doesn’t work and is sending me round in circles with no resolution, no return postal address to arrange my own return. No way that I can see to contact customer service.
Is there a phone number / live chat or email address for customer service?

From the moment I got connected with Rachael I felt reassured that my issue would be resolved. She has kept in constant contact with me and updated me of the process on each step. The matter was resolved today and a refund will be issued. I am truly grateful for the excellent customer service support that Rachael has given to me over the course of my query

Id like to describe my experience from start to finish so you get a better understanding of the quality and service provided by the Watch Shop each step of the way.

I purchased a reasonably premium, steel automatic watch for myself back before Christmas of 2023. After using it for some time, I began noticing a severe lag in time keeping, it would fall behind several minutes over only a few days which would compound further over the space of a couple of weeks. A watch that can’t tell accurate time, pretty fundamental if you ask me, although I did think this may have had something to do with it being an automatic mechanism that I may not have been experienced with so I left it for a while until I noticed the internals of the case began developing severe condensation which would form water bubbles and block the glass internally stopping you from seeing the time (albeit wrong time). This is when I realised I had a seriously faulty unit and decided to contact customer service. They told me I needed to post the watch back, which cost me a fee for tracked shipping. Once the item was delivered, which I could see on the tracking number, I didn’t hear back about any updates, and almost a month went by until I suddenly received a random email by DHL to say I will be receiving a parcel, which was to be my returned “serviced” watch. In the service notes it mentioned that a new mechanism was added but no mention of the faulty water seal which allowed condensation to enter. I thought all was good however, after some time I realised again, the watch was still miss-keeping time and would fall behind by up to 10 minutes over the space of a couple of weeks. I just couldn’t accept this anymore and thus contacted customer service again, but this time demanding a solution other than fixing the piece because clearly this can’t be fixed (since they have tried this already) I once again have had to post this back to the service centre costing me another tracked delivery fee. The big reason for me leaving this review is that once again after over a month since tracking has shown that they have received my watch, they have not contacted me about receiving the watch at their centre, and when I sent an email asking about an update, their customer service representative can’t seem to find the item on their system, and thus he mentions he cannot help me, leaving me high and dry. Im left to have to escalate the issue with a manager in order to find answers and find where my watch is. I’m the one that’s out of money and out of a watch and also out of pocket for 2 tracked delivery fees over manufacturer faults caused by their products and have spent months and months trying to resolve this. Im left to fend for myself and must leave a warning here for anybody else who is looking to purchase from these people. The lack of customer service is unbelievable and it really is a key example of a company that only care about taking your money and do not care at all about looking after your experience or issues.

Bought a watch for Christmas. Stopped working after Christmas. Returned it and they've still not refunded. Customer service don't respond. It's July now. I've sent one more email - not sure if I can get it back on paypal or if I need to go to the Small Claims Court.

UPDATE: Reached out so many times - no reply despite message below

I would give them minus 1 star if I could. Ordered a Radley watch from this company in January 2024. Recently it has started fogging up terribly and there are even drops of water in it. It has not been near any water source even though it says you
can wear it in the bath. I enquired about how I should proceed in trying
to return it as it's covered by a 2 year
guarantee. I gave them the order number and now they are claiming it doesn't exist.

Used to be a really great website next day free delivery now have to pay minimum £4.99. Bought a watch box arrived damage felt embarrassed handing it over as a gift looked very thoughtless from me handing over a ripped box. Wondered what had happened to a once really good business and then saw the bag was from Fraser group and the dots connected. Will look elsewhere in future they are also less value for money than previously. Read other recent reviews before purchasing

AVOID AVOID AVOID!!!

My partner bought a watch back in December which then turned out to be faulty and under warranty. Strap kept opening. Watch shop advised to send back and would refund. They received the watch over 4 weeks ago, my partner has been chasing daily since, providing all relevant info about 8 times as they keep opening new tickets for it. No one ever seems to want to help properly.

They have now since BLOCKED his email and also his work email he has tried to contact them on. Is over £120 out of pocket.

AVOID at all costs, they are scammers and I would highly recommend NEVER SHOPPING HERE.

Order number - K8X4M5VM, Anthony Jones

Don’t reply telling us to email in for support as all our emails seem to bounce back now as blocked!

Order went missing for over a week, evris fault apparently, watchshop not interested in helping really, very lack luster customer services, when item did arrive.. Diesel watch.. packaging seemed second hand and it had a Armani exchange tag on the strap, nice watch and cheap for what it is but do not expect anything special a very no thrills disappointing experience all round...

Same as all the other recent reviews, I received a damaged order and have smashed my head into a brick wall for the past 6 weeks trying to arrange a return and refund. Their email address is now down (showing as blocked to anyone who tries to send anything) so I have passed the dispute to my bank to recover the money.

Edit in response to reply: I have spent 6 weeks trying to contact your customer service team with no luck, the website chatbot is useless and any real person you talk to apparently doesn't have the authority to actually do anything

I purchased a watch from them, but it broke, so I emailed customer service and they asked me to send it back for repair. I sent it back over two weeks ago via DHL, and they said they haven't received it. I have a photo and GPS data to prove the delivery. I'm now out of pocket and without a watch (that I could have taken to an independent watch repair shop).

All their customer service seems AI-driven and doesn't feel like you are talking to a person.

Order number is WSGB00234073207. I am now 1 Month into trying to get some help with my Tissot Watch that has gone wrong 9 months after purchase. In short Watchshop lie to all customers as they state they are an approved Tissot Stockist (THIS IS NOT TRUE). Because they are not a Tissot approved stockist your Warranty with Tissot is invalid (they dont tell you this when you order). I have tried to get them to help but they just lie and pass you from person to person. The person that replies to reviews on here lies that if you quote what she says you will get help. So please please any customer or prospective read the negative reviews on here if you even need help with your Watch after the same you will not get any help and never ever buy a Tissot from them as your Warranty will be invalid.

Update following the reply below, they are 100% not interested in customers and do not help, its a lie.

I bought a Vivienne Westwood watch and it’s still in warranty. I sent it back via special delivery as requested by customer service advisor, and I was told they couldn’t replace it and would refund me back in April 2024. They received the watch on 29 June and I still haven’t received a refund and they keep sending me emails saying we will have to forward this to the correct department, and asking for more details from me. I send the details and then get a return to sender failure notice email back saying it can’t be delivered. This issue is not getting resolved. You have my faulty watch and still haven’t resolved the issue!!

Ok…..purchased one of the watch shops own brand depth charge watches, beautiful watch, love it, however a little after 12 months later, the crown refused to engage. I sent an email to ask if this would be covered by warranty, initially the response was good, I love this watch and just wanted a repair tbh. I then got a series of emails, from an operator, asking for different information each time, the order number, the date of purchase, my address etc.. I responded to all these diligently and factually. After around 4 emails I was informed that they couldn’t help, I’d purchased the watch from a high street store….I hadn’t, I’d purchased it directly from the watch shop website, mail order….i thought how strange? I’ll email and inform them they have the wrong information, my email was returned….i had been blocked, I will try and ring them as the next port of call, but don’t expect much joy, I’ve tried several times to reply to the email, and I get the same answer, recipient unknown, whereas in initial negotiations there was no issue with communication. Slightly miffed tbh, watch wasn’t expensive, around £150, but I’m going to chase this accountability all the way…

Please look at the reply below from the watch shop….as the review clearly states, I have been unable to contact via email as my email has been blocked. I’ve just been asked to “reach out” so I attempted to contact customer service on the 0800 number they provide, this 0800 number had been withdrawn, as they have launched a new online help service….its like the biggest merry go round. Please advise how I can “reach out”, btw I can’t leave an email address or order number in a review…:

My partner bought a watch back in December which then turned out to be faulty and under warranty. Strap kept opening. Watch shop advised to send back and would refund. They received the watch over 4 weeks ago, my partner has been chasing daily since, providing all relevant info about 8 times as they keep opening new tickets for it. No one ever seems to want to help properly.

They have now since BLOCKED his email and also his work email he has tried to contact them on. Is over £120 out of pocket.

AVOID at all costs, they are scammers and I would highly recommend NEVER SHOPPING HERE.

Order number - K8X4M5VM

I ordered an Armani Exchange watch last week, but I received a faulty item with a non-working clock. I reported this issue to the customer service team, who arranged an exchange. However, the replacement I received was also defective.

I have repeatedly asked them to send a proper item because I need it as a gift for my dad's birthday. Additionally, I am extremely dissatisfied with the customer service team's approach, as they keep ending the chat without providing any resolution.

Absolutely disgusting customer service! My watch was delivered to me damaged I got in touch with customer service they told me to send the watch back and they would check it for the damage if it was from their side i would be refunded if not the watch would be returned back to me.
This issue has been going on for over 2 months I have sent them proof that I have returned the watch to the address given and it has been received by someone from their end. However there has been no resolution from their end all I keep getting are emails to say my case has been transferred to another team. As of this moment I am no longer able to send any emails to their customer service don’t know if I have been blocked from doing so!