Watch Shop Reviews 

UPDATE:
I've finally had my issue resolved. I reached out via Facebook messenger which seemed to allow for much better communication than my attempts via web chat and email, and was finally able to speak to some staff from the management team. The team were able to help me out and get everything sorted quickly and professionally so I have no complaints.

My below review still applies to anyone trying to get help and support via the email service or chat system so I can only bump this from a 1-star to a 3-star review, but for anyone struggling to get the support they need I would highly recommend reaching out through Facebook.

ORIGINAL REVIEW (1-Star):
I've had an absolutely terrible customer experience with this company which is partially due to the fact that they no longer have a phone line to contact them.

I have been trying to resolve an issue for a month now, I've had email responses from:
- Sinenhlanhla
- Syukry
- Andiswa
- Haiqal
- Mazrul

I am told that they will look into the issue urgently, then I wait for a week with no response and send a follow up email asking for an update. They ignore my follow up email asking for an update so I try to contact the support via the help chat, who then closes the old ticket "to avoid confusion" and tells me they will look into it. No response again means I send a follow email which seems to be ignored and once again try to contact through online support. I've just had another email asking me for more information which I have already provided multiple times but now I am unable to send a reply as my email couldn't be delivered. It's possible that they have now blocked my email address and so I have no way to provide them any more information.

This has been a complete mess from start to finish, and I would never recommend anyone order anything from this website if they don't want to risk being taken for a ride by customer services. I'm currently £467.39 out of pocket and am absolutely fed up trying to deal with this company.

This company has become questionable for me, as a family we have made many purchases with them however we bought a £420 watch which quickly developed a fault they asked us to return it for repair or refund - that was 8 weeks ago and all they keep doing is fobbing me off with ‘sorry for the delay ‘ emails, there's no phone number to speak to anybody - I'm currently feeling robbed.

I purchased a Gents Executive Watch for my husband. After giving it to him, we noticed a chip in the glass of the watch face, but on the underneath (so no damage we could have caused) so I am contacting them to check about the warranty as the watch was only purchased a few weeks ago. I have tried contacting them via live chat but I can't even get through to an agent because my order number is wrong, yet that is what I was given on my emails. So I have been emailing them which is a dreadfully slow process. They also claim that my order number is incorrect even after sending them two screenshots of my email showing that as the order number.. So I'm currently in a position where I have a damaged watch and they appear not even to take acknowledgement that they sold me the watch.

Purchased a watch

Wore the watch in the shower and it was apparent there was water ingress.
Contacted watch shop and was told to return the watch.

5 weeks later I have sent proof of purchase and proof or recorded delivery return numerous times!

Little to no response back! No phone number to call and I haven’t got a response to emails for a while now

Now seeking legal action.

Steer clear at all costs!

I wish I just burnt my money

At least I would have got something in return

Thanks for your reply to my complaint but you are asking me to contact you. The whole reason I am posting on here is that I can’t contact you because I don’t have any order number and you don’t reply to my email messages. Also your telephone number is invalid.
What am I supposed to do?
You have my email address and I have today posted a letter to you that contains my contact information that you should have already!

I bought a watch from the watch shop before they were taken over by Frasers Group! (apparently that is a huge mistake if you have an issue!) It was faulty on first use and returned under warranty immediately. I have photographic proof of it being received by them with it's box, warranty card and all invoices back in early March. To-date is has been impossible to seek a refund or my repaired watch back. Every contact has the same standard reply that 'is it being escalated as we were taken over by Frasers Group.' I have supplied bank details 3 times for a refund in reply and got email to say I would get money back finally on 10 June. Oh what lies! I have not received anything and KEEP getting told 'enquiry being escalated to the right team!' I am beyond frustrated and very very upset - this watch was a gift for someone and now they have nothing and I am out of pocket. I have reported to Trading Standards and not sure where to go next. Please avoid like the plague as there is ZERO after sales service, a standard reply email you will get for returns and you cannot talk to anyone about this ever. Next stop the media I think too! Oh and a reply to this will say email in etc... I have sent over 40 emails now and lost will to live with this horrendous company who have no respect for their customers.

never refunded my money after waiting for 3 months

Bought a watch that came with warranty, after around two months light use the second hand came lose. I contacted watchshop via online chat and I was assured by the agent they would get back to me end of that day, they never.
It's so I emailed and got a reply asking me for information already givej, it's now th end of the following day and sweet silent.
Hopefully they will honour their warranty because the small claims court is a hassle when the watch comes with a warranty that the item page says they honour.
Hopefully they will act with honour and give me a reason to change my trustpilot rating.

Update

They asked me to contact via the email address .
I did the two/three days ago and no help whatever.
26th July 2024
A little update
When I purchased the watch watchshop website states they honour the manufacturer warranty but trying to get them too is abit of a nightmare.
Two weeks I ago I got a email telling me they can not repair the watch but if I return they will just refund me
My request of a return and replacement was denied
I then got a email telling me I couldn't return for a refund and they were still looking into the claim
Since then I have heard nothing.
Please if you buy a watch from watchshop bear in mind that if their is a issue with your watch then getting it repaired or replaced or refunded is a absolute nightmare.
I could understand if I want to keep the faulty watch but I simply want it repaired or replaced as per terms of their website when I purchased.

Update 1st September.

Watchshop are claiming clearpay has refunded me but when I ask for proof none is fourth coming. I also provided them with proof in the form of communication from clearpay stating they have not refunded me which has resulted in watchshop ignoring me.
Citzern advice are not involved and helping me to process the small claims court. Also they have reported watchshop to trading standards for I believe breech of contract for their failure to supply goods in working order and for failure to honour the warranty the watch came with.
Will update when more updates are available

Bargain price @Swatch and then priced matched as found cheaper...quality delivery service too..

Do not buy from this website. I ordered a watch but wasn't satisfied with the product. I returned it immediately and received confirmation that it had been received. It's been over 2 months, I still don't have a refund and my emails are being ignored. Either it's a scam or they have the worst customer service.

Only gave 1 star as there wasn't an option for zero stars. I bought a Vivienne Westwood watch from you in 2021..... It's now in the repair shop as its stopped working !! I emailed you and got no response. I would NEVER recommend you to anyone.

Watch developed fault in second month of ownership. Contacted company with details. Subsequently asked twice over ensuing weeks for information already supplied. Have chased twice and have heard nothing back. It seems policy is to ignore and you’ll go away. Currently £75 out of pocket.

Appalling customer service. I ordered an EA watch and they sent me a wrong model with leather straps. After trying to query with them, they said the watch I ordered is now out of stock, so they said we can offer a 15% off the item they sent to me and also give a 10% off code with free delivery, to which I agreed. Then they turned around and said sorry we can't offer you the discount and closed the chat. Disgusting customer service

I bought a watch from this online shopping website as my daughter's birthday gift. So exquisite. We all love this pink watch.

Update upon dely, 7.6.
Purchase price was with VAT included ant that is what I payed, their GTC states that for UK and EU Vat is included, this means no import/customs fee as EU rules are like that. Parcel value on the label at the package had NET amunt listed, so at delivery I got charged for the 25%vat value (which I payed at order checkout. So I payed VAT for 2 times. As there is issue since the begining with the logging into my account due their web page changes i have no invoice nor order details. Invoice was not in the package. Now, when i'm asking CS to deliver me invoive for my purchase, the answer i got is that leaves you speachless how incometent and lousy they are:
Hi Valentina,
Thank you for getting in touch regarding your order, I hope you are well.
​I have not that you placed the order outside of the UK, sadly we do not have Vat invoices for orders outside of the UK.
Thank you for your understanding. If you have any further questions or concerns, please don't hesitate to reach out to us.
Have a great day!
Kind regards,
Ntombifuthi
Customer Service
Shame on you. This incometent CS saga is going on for a month already.
Do everyone a favor and close a company.
***
Made a purchase and received no confirmation email of purchase. The next day I recieved EVRI email - expecting Sports direct parcel and when I logged into my accont order was visible. But the next day when i wanted to log in into my account i got system message that they are improving web page customer experience and that i have to change my password, and that passw change link was sent to my email. Which it wasn't. I still couldn't log in so i pressed reset password link and the reset link also never arrived. I tried several times but no luck. Now I'm receiving message stating the email address or password I had entered was incorrect, gave my email address multiple times and although they stated it had been resent a few times I still had nothing through. I contacted CS, got reply next day from Sopiko (useless Sopiko!!!) asking for my full name and billing data, when I sent it and also asked for invoice i got silence!!! The same issue as Michelle wrote below!!
It's been 3 days of silence, and i have parcel handed over to EVRI but no order confirmation neither invoice! I'm from Croatia so I can be facing customs inquiries as i have no proof of submited IOSS.
Solve my problem and answer my ticket nr. [#11939299] ASAP.

Made a purchase and received no confirmation email of purchase. Had contact from the Facebook page and via email, stating the email address I had entered was incorrect, gave my email address multiple times and although they stated it had been resent a few times I still had nothing through. Paid for next day delivery and my watch wasn’t delivered!
So I’m now £300 out of pocket and my partner has no 40th birthday present

Please avoid like the plague. Returned a watch for repair under the guarantee as advised. Sent by special delivery 6 weeks ago and I have had NO update regarding this. I have chased via 'that's function several times to be told it's being escalated to the right team for an update. They have STOLEN my watch. I have proof of delivery back to them.. yet no update or reply. Am absolutely furious. This was a special gift that failed on first use. Will be involving authorities now. Total customer failure. Please avoid. They just want your cash not your loyalty!!!

This is now my 4th negative Trustpilot review and I will continue writing them until I receive my refund.
You will see the response to my last review hasn’t been acknowledged, it’s just a standard response they’ve sent which is probably just copied and pasted.
I’ve now sent 6 emails with all the order information to customer services and I’ve had no replies back. It’s absolutely shocking!
Please don’t buy anything from Watch Shop. You’ll not get your money back if you have any issues - be warned.

You've told a pack of lies I spoke to delivery company they've never received a watch off you and I've been looking at your Facebook everybody else is getting the same message I'm still waiting for my refund over a month and a half this was your reply
You replied on Wed 17/04/2024 08:33
You replied on Wed 17/04/2024 08:33
WatchShop CS
​
You
​
Hi Kevin,

Thank you for the message again, so sorry its been lost with Evri
​
As we have no stock to replace - we need to refund now

We can do it via Pay Pal today or back to your bank account in 5-7 days

Whats best?

Never buy of this website!!!!! Bought a watch and still not here been ages waiting for absolutely disgusting service! They don’t reply and ignore you!!! SCAM SCAM SCAM!!!!!! Will be taking them to court!