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Business Profile

Watch Repair

Citizen Watch Company of America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Watch Repair.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Citizen watch (Model BI5050-54E) on ****** on February 24, 2023. The watch came with a five-year limited warranty. The watch is advertised to be water resistant for up to 100M but after roughly 2 years of use, you could clearly see water/moisture aggregating inside the glass. I contacted Citizen and a service request was created. I mailed the watch on June 7, 2025, and it was received by Citizen on June 12, 2025. On June 16, 2025, I received a repair quote in the amount of $113.04 (or roughly 60% higher than the retail price of this watch). I contacted the company's customer **********************, summarizing the issue and noting that the underlying problem was the result of moisture getting inside the watch (which issue is supposed to be covered by the limited warranty). Citizen's customer ********************** responded two days later, offering to repair the watch for $47.92 but, again, not providing any explanation of why the warranty would not cover the repairs. I (again) asked for an explanation but have not received a response in over a week's time. Unpleasantly surprised to say the least.

  • Initial Complaint

    Date:06/23/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Nov of 2024 I bought a watch for my wife Christmas present. she wore the watch twice and the glass fell off. early Feb 2025 I sent the watch back as they requested and insurer it. they never contacted me so I contacted them. *** had already told me it was delivered and signed for. a month later I get an estimate for over ****** they claim the glass was cracked and so was the lacquer bracelet. luckily I had taken pictures and provided it to them. so they will be fixing the glass for around ***** but not the cracked bracelet because the pictures were not clear. and now the parts are on back order, 1st it was the glass, then it was the washers and now it is the pins. believe or not I got and email telling it was under repair on 2 occasions. this time days apart they contradict themselves again and here we are 4 months later and we begin to wait once again.

  • Initial Complaint

    Date:06/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sent this to get it fixed. It was sent it in March. I paid and i have not received it back. It was defective when we bought it. It lost time in the beginning

  • Initial Complaint

    Date:06/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sent my Boluva watch in to get repaired to their specified address back in January. In ********** the watch got tested to see what needed repairs (just the glass face of the watch) and without informing me, they shipped it off to ***** "to their other repair facility" where it sat on a shelf until 4/17. That is the day they finally ordered the piece to repair my watch, I then got informed the parts were on back order and if it takes 60 days to repair the watch, I will be informed. I have reached out multiple times asking for updates on my watch repair and it was through me reaching out that I find out the watch isn't even in ********** anymore. I do not have the new address for the facility the watch is current in. I have asked for a refund multiple times because I don't agree with how this company is handling the situation but they refuse. At this point I have no idea where my watch is, when it will be fixed, how long to expect it to take, or any other useful information for my repair.

  • Initial Complaint

    Date:06/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The movement stopped functioning on my Citizen automatic watch and so it could no longer be used to tell time. Fortunately, the watch was less than 2 years old (purchase receipt attached), which is still well within the 5 year warranty Citizen ostensibly covers this product under.I followed the repairs process on Citizen's website and mailed the watch (at my own expense) to Citizen's repair center on January 31, 2025. The company confirmed receipt of the item via email (attached) and has had possession of it for over 4 months now. Every time I call their customer **********************, a representative tells me that they are waiting on a "backordered part" but that it should be arriving soon. Despite having called back at least 6 times and asking for some sort of resolution, their customer ********************** keeps pushing out the expected repair date. In early February I was told it would be a maximum of 6-8 weeks until I had my watch back. That time frame has long since passed and I have wasted a lot of time waiting on hold with their customer ************************ want my ********************** back and working, or a replacement equivalent watch, or a refund. This warranty is useless if it isn't honored. Please help!

  • Initial Complaint

    Date:05/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to a Citizen store and explained that my watch had stopped working. They gave me a business card and told me to send it in because the watch would be repaired for free under warranty. After spending money to ship the watch, Citizen told me it was not covered under warranty and would be ~$180 to repair. I was obviously disappointed so I tried to resolve amicably. I suggested that we split the bill, Im willing to pay half in spite of what I was told but the people Im talking to refuse to help. Quote SO00440976, Request *******.

  • Initial Complaint

    Date:05/14/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a watch in Nov 28 and was delivered to me sometime in Dec 2024. On Feb 6, 2025, I contacted Citizen Watch because I saw defects on the watch and was told to send it in for repairs. Unfortunately, until now they have not returned the watch yet. I emailed their customer **********************, but have not received any replies. The watch has been with them longer than I have it. In fact I only used the watch 6 - 7 times (weekends) and it has been with them for over 3 months. If they can not repair the watch, I believe it is fair to send me a new replacement (not used or repaired) since the watch is very new, or refund me the amount I paid for it.

  • Initial Complaint

    Date:01/28/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I agreed to buy a replacement watch when I was offered a "special"because my watch could not be repaired. However, when I met with my Physical Therapist, I could not use a watch like this. She wants (as does my Physician) to wear an alert watch. Unfortunately the watch from Citizen came sooner than I was told. I called ***** and explained the situation. He worked with his Supervisor and they, thankfully, authorized a return. I was called on December 24 and asked for my Credit Card Number and I gave it-- believing the money would come back to me. It is January 28, 2025 and I have not received a refund. This process started on November 7, 2024. The new watch was received by Citizen, never used, on 12/9/2024. $192.84- the shipping fee (8.00?) is owed the me. I am appalled that after 8-10 calls o this company that they are still hanging on to the watch. This refund was promised and I gave my information more than once. Please understand that I am a medical fall risk and I need this refund as I explained and was approved by Citizen.

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to follow up on the refund of $316.99 that was promised to me for my lost order from Citizens. I have received several emails confirming that a full refund would be issued to my ********** ending in 3999. Additionally, I have a lost package claim notification from *** stating that the item was lost in transit.I kindly request that the full refund be processed as promised by your customer ********************** team.Thank you for your attention to this matter.

  • Initial Complaint

    Date:12/17/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sent my dive computer watch for repair and paid ******. It was sent back to me tested and repaired but flooded in the shower the day before using it to scuba dive. This error could have caused bodily harm or death. The company agreed to refund ****** on November 11th. At this time I still have not received a credit refund and have been told their IT is working on it. They claim their system is not able to process refund credits. I requested a refund check and was told not an option. They just keep saying if they get the system working I will get my refund. I have emails and have called in once a week to no avail. It is now December 16th.This is very poor business practice and even poorer customer ********************** accountability. Please help get my refund so this terrible repair error can be put to rest.

Citizen Watch Company of America, Inc. is NOT a BBB Accredited Business.

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