Citizen Watch Company Reviews 

I bought a Citizen Tsuyosa 40 mm last December 27th in a physical store in my hometown, L’Aquila (Italy).

After 2 months, the watch started to lose 5 minutes a day even if I was very careful to not expose it to magnetical interferences, putting it always in a case with other only mechanical/automatic watches.

So I brought it back to the shop to ask for assistance under warranty (02.27.2026). The shop sent it together with other malfunctioning watches on the 2nd March 2026. Since then I’m still waiting to receive it. They said Citizen Assistance orders the required parts from Japan and they can’t replace the entire watch. I’m tired of waiting. I will never buy a Citizen again and I advise you to do the same.

RUNNNN ! WORST COMPANY EVER WHEN YOU SHOP THEY AUTOMATICALLY TAKE OUT THE MONEY OUT YOUR ACCOUNT AND WHEN YOU RETURN A PRODUCT IS A HASSLE TO GET YOUR MONEY BACK I BEEN WAITING FOR A REFUND OF $450 FOR OVER A MONTH AND THEY HAVE BEEN GIVING ME THE RUN AROUND !!!

I sent my watch for repair in January 2026. A service order for repairs was entered and accepted, and the watch moved to repair status. Two months after the status no longer listed anything, it was discovered after repeated emails and phone calls that my watch was lost. A credit in the amount equal to my watch was offered.

Here we are in April, almost May: my original watch lost, and I have no replacement watch, all I have is excuses: System migration (Stated to have been completed April 13th), Unable to move forward, unable to see if the replacement I have chosen is available.

I am extremely disappointed with the after-sales support from Citizen Watch UK regarding a Bulova watch purchased in August 2025.

The watch developed a fault within six months. Since then, I have spent over a month attempting to resolve this through the retailer (Ernest Jones), Citizen UK, and the authorised service centre in the Philippines.

Despite Citizen UK being involved at a senior level, including communication with their Head of After Sales, no practical resolution has been provided.

The only option presented has been to return the watch through an authorised service process involving:

• Around one month shipping
• 3–4 months repair time due to parts delays
• Additional return shipping delays

This results in a potential total timeframe of several months for a basic warranty repair.

I made it clear throughout that I am willing to return the watch. However, the process being offered is not reasonable or practical.

Despite acknowledging the delays, Citizen UK have continued to rely on this same process without offering any alternative solution, even after escalation.

Communication has also been inconsistent, and key questions have gone unanswered.

At this point, it feels like responsibility is being passed between parties rather than resolved.

For a brand of this reputation, the lack of flexibility and inability to provide a workable solution is extremely disappointing.

I am now pursuing this through my bank and formal dispute channels.

Firstly, Citizen Watch does NOT have a customer service department, only a repair department that handles ALL claims. i purchased a promaster from citizen on 2/13/26, arrived on 2/17 with one of the main drivers being "impact and shatter resistant", as well as their claim of "30-day money-back guarantee". What can possibly go wrong? Within the first 3 days the watch fell off the counter and the crystal shattered for which i was told to send it in for an "assessment" (my cost) so they could determine how far the watch fell and how fast, really? and that would determine if it was covered under warranty. Needless to say, they "repaired" the watch, replaced the crystal and returned it on April 7th. The reason this is important is that they keep the watch for more than 30 days, so you cannot return for a refund and of course because "you opened the box", this voids the warranty, and the fact it is now "repaired". In 72 years of living and 50 in business, this is the worst con artist job I have ever seen and coming from a public Japanese company? Absolutely despicable and bottom of the barrel for ripping off seniors and then to lie through their teeth for $450?

Purchased 2 eco divers from citizen over 4 years,both stems on the crowns snapped off, the last watch only had for two years I ordered from Amazon they gave full refund, return to citizen with the invoice from Amazon they've sent me an invoice back to saying the cost me over £180 to repair. The watch went in the bin. citizen rubbish never buy again

As a watch repair shop that orders parts from Citizen on a regular basis, they have horrible service and consistently drop the ball on orders. I have on numerous occasions ordered parts, been told it’s in stock and will take 7-10 business days. That information is then passed on to my customer. However, after 3-4 weeks have passed, I’m told it was never processed, or shipped, or got delayed because of one reason or another. The excuses are consistent and I, as a business person, am left facing my customer to apologize for Citizens’ incompetence. I end up discounting the product myself because of the delay and mixed messaging. It is infuriating. Management is never available and never call back to address the situation.

Watches look very nice. My only complaint is how difficult it is to set the date and time. Who thought up this system? It's impossible. It has put me off buying another watch of this make.

I purchased a $400 Citizen watch on November 23, 2025 from the Citizen store at Woodbury Common, New York. After wearing it only a few times, the dial developed fog inside the watch.
I contacted customer service on January 14, 2026 and mailed the watch for repair the next day. Although they received it within three days, I did not receive confirmation until January 29. After waiting another month, they told me I had to pay $30 for the repair because it was not covered under warranty. I paid the fee just to get my watch back.
As of March 12, I still have not received my watch or any update. It has been almost two months since they received it. This is the worst warranty service I have ever experienced. I will not buy another Citizen watch again.

My CZ Smart Hybrid is completely dead in warranty, and after weeks of emails I still have no repair, replacement or refund. 😔
UK service (tickets #2293675 & #2276784) confirmed the model is discontinued and cannot be repaired, yet no alternative remedy is offered. Cyprus, Germany, Dubai, Malaysia and Global HQ all say they cannot service this watch, while US support (ticket #2263186) wants me to pay €120–180 to ship from Cyprus with no guaranteed outcome.

I bought an eco drive watch and it stopped holding a charge after less than two months. I sent it in for repairs, and I had to pay for shipping. They quoted me about $80 for the repairs, even though it should still be under warranty. After trying to call but never getting a hold of anyone, sending several emails which started off well but then I got ghosted, I have yet to reach a resolution.

I have been chasing this company for 2 years to fix my watch. All I get is people who can barely speak English tell me to do the same thing over and over again. Request: 2241803

Bought a watch loop from them as a replacement and it discoloured within a week. Contacted customer services, who were extremely unhelpful and basically said it was sweat and kept trying to sell me a new watch strap? Why would I given my experience.

I sent my watch in for repair in July 2025.
They didn’t acknowledge its receipt until I called them on it. In mid-Sept they sent me an estimate of $333 for repair. I agreed and paid the invoice.
Oct 1, they said parts were back ordered and wouldn’t be in for 45 days. November 17, parts arrived. They said another 45 days for the repair. On January 7 phoned again (mind each contact was initiated by me. They don’t communicate or respond to emails. I finally found a phone number.) I asked them to return my watch and refund my money. They assured me that the repair would be completed in 1-1.5 weeks. So, after another 2 weeks, I called them back….and after arguing with them, they finally fessed up, and disclosed that my watch had been sent to Japan because that was cheaper for them than repairing it here in Texas, AND that it would be (you guessed it) another 45 days before its return. They went on to say that they HAD BEEN INSTRUCTED NOT TO TELL CUSTOMERS THAT THEIR WATCH HAD BEEN SENT TO JAPAN!!
I asked to speak to a supervisor, and they said they would have one return my call….which never occurred!
I thought Citizen Watch was a reputable company, but based upon my experience, I was seriously mistaken!
To date, they have had my watch for 6 months, and no end in sight.

I would rate my overall experience as marginal...... There was no confirmation that my package was received by Citizen Service.....The time required for analysis of the time piece and the subsequent estimate was excessive (6 weeks and an estimate of $181) for simply requiring a crystal replacement ..... I had the watch returned (unrepaired) and I cleaned and replaced the crystal myself for less than $6.....In general I like Citizen watches, however, the service department is not of the same caliber and should be avoided

Nice looking products, sadly the quality is shocking and the customer service is basically non-existent outside of sending you a copy of the user manual. My watch failed in under 20 days of purchase - citizens only suggestion ( after sending me the manual) was for me at my cost to return the watch to them , where they would then assess whether a warranty claim was valid. UK consumer law clearly states that a customer can return the item for an immediate refund if it is faulty within 30 days of purchase.

A very bad experience with a "Citizen Eco-Drive Solar Men's Watch - Sports Series - Model: AW5000-16L (152034)". Purchased in May. The watch's winder went away a few weeks later.
The watch was sent to Citizen for investigations. Citizen, through the retailer, stated that the watch "must have been affected by an external factor" and therefore the warranty does not apply.
This statement is correct! There was an external factor: I wore it on my wrist instead of leaving it on my desk.
I tried a second time asking how the winder could be accidently removed without damaging the the rest. Same answer.

Conclusion: To put it mildly, the quality of a Citizen watch is poor + The warranty is only valid if the watch does not malfunction. + If you want a Citizen solar watch, try another model and keep an eye on the winder

I bought a Citizen watch for £549.00, just under 4 months after purchase the watch was lost, probably due to a broken braclet or faulty clasp. Citizen have no interest in helping. I either have to accept the loss or pay A £350 excess on my home insurance to replace it.
I will never buy a Citizen product again

I have 4 citizen watches and 3 will not hold time correctly. I've sent one in to citizen for them to have it for 3mos. Saying it was fixed when they sent it back. Just bought my 4th 2 weeks ago and being told to send it in. I will never buy another watch from this subpar company. Their customer service and products are joke

i needed replacement parts for a relatively new citizen watch and was pleased to find they stocked them. the problems started and never stopped when i ordered them...whoever handled the order kept making major errors, i had to redo the order several times over the phone before they were able to get it right...BUT when i went to pay on their link, the problems started all over again with the form not working, clearing my information off, and after forcing me to do numerous attempts to pay, said i'd used too many attempts and had to complete the order by phone, even tho citizen says they can't take phone payment. it's catch 22 and insane. it's as if Barnum and Bailey designed their customer service dept and website payment forms.