Complaints

This profile includes complaints for Timex Group USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Timex Group USA, Inc.

  555 Christian Rd Middlebury, CT 06762-3206

  
• 

  Timex Group USA, Inc.

  420 W 4th St STE A North Little Rock, AR 72114

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.

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 date of transaction was February 6, 2025. This is the date that i purchased, ordered the watch. However the watch didn't arrive by mail to my house until the month of March 2025. The amount of the watch was 26.54. I paid it online, using a one time gift card. Timex stated the watch will arrive and it was a good deal for that price. The nature of the dispute is that on May 6, 2025, I was wearing the watch and the band just broke on my wrist and it fell down. I then called the company and even sent them a picture of the watch to show that it was broken and told them i wanted a refund, and that i no longer had the gift card. They said they can only refund the money to the original form of payment and i told them many times that i no longer have the gift card because i threw it away. I didn't think of keeping it because i didnt think that my watch was going to break in the two months that i had it. they refuse to offer me a refund on an alternative card or anything and keep saying its our policy. i told them i was not going to mail back the watch but that they could mail me another similar watch and it wouldnt cost anything. Again they refuse to do that also and are being very difficult. they dont want to resolve the problem, they just dont stand by their product and they refuse to give me a refund and refuse to send me another watch. i will make sure to give them a very bad rating for duping and cheating customers with their fake products which break. Now i have a worthless watch that i can't wear.

  Business Response

  Date: 05/13/2025

  Hello ********,

  I hope this finds you well. We sincerely apologize for the inconvenience this has caused you. I was able to look into this case and regarding the refund that was mentioned by the previous representative and supervisor, it's true. We can only issue the refund for an order to the original mode of payment. Since this is a gift card, you would need to coordinate with your bank as to how you can get the funds to your account. 

  As for the other resolution which is replacement, unfortunately, the item you ordered now has low stocks so we could not process the replacement of that particular item.If you'd like to really get a watch, you can choose 3 different options as replacement. You can go up to $15 over the original price of the watch you ordered.

  Please let me know how you would like to proceed.

  Thank you,

  Timex.

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You actuallly want me to spend MORE money on a shitty watch that broke within two months? You've got to be kidding me. I'm going to report you. AND i am going to write such a bad review and notify all my friends and such not to buy from this crooked company who CHEATS customers Its your loss because i am no longer buying from you the way you treated me. ALL you had to do is send me a refund by paypal or such and things would be better. YOU are a terrible company. Actuallyl the worst company i have ever ordered from. I will leave bad reviews Everywhere. YOUR loss.
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 05/13/2025

  Hello ********,

  I am not saying that you will have to pay for another watch, I wanted you to choose a style on the website of that price range so that we can send that watch to you as a replacement once you send the watch back.

  Please let me know the item number so that I can get it arranged.

  Thank you,

  Timex

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a problem with my Timex watch and wanted to send it in for warranty repair. First of all they want to charge me additional fees because they moved their service center out of the US. I don't understand how that's my problem but it is. I sent my watch in 6 months ago. After following up several times and about 2 months ago they finally admitted they lost the watch. Another reply said that they don't have the parts to repair it anymore. In either case they offered to send me a new watch. This was 2 months ago after many more emails they continue to tell me that it's in process and because of the internal shutdown they don't know when anything is going to happen. The email support only seems to have one email address so I always seem to get a different person when I respond to an email. I honestly feel like they are stringing me along until I give up.

  Business Response

  Date: 04/23/2025

  ***** ********,

  I hope this finds you well. We would like to apologize for the long delay in getting your watch fixed and for all the frustration it has caused. I was able to look into your service request and the repair and service team already shipped the watch out today and this is the ***** tracking number ************. Please allow us to deliver the package within the next 5-10 business days.

  We truly appreciate your patience and understanding for this matter.

  Thank you,

  Timex

  Customer Answer

  Date: 05/01/2025

  The issue has been resolved. Timex sent me a replacement watch shortly after being contacted by the bbb. Maybe it was coincidence that they finally did it but this complaint certainly helped get the issue resolved

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This is the latest email: If you provide me the ability I can send the documents mentioned below. This is being sent today 4/4/2025 . the dollar amount is approximate.
  
  The watch is completely dead now.
  
  Why is it that Timex is unable to stand behind its warranty? You say “ we are unable to send a different watch or give you a refund, as that is not an available option” but you don’t seem to have acknowledged that:
  - The watch was purchased with a warranty
  - Well within the warranty period the watch was sent back at my expense for warranty repair
  - Timex took over ONE YEAR to replace the watch. With me following up again and again. This is proven by the attached email which says you are going to send a replace dated 1/11/2024 you got a watch to me approx. one month ago 2/2025 so one year and one month.
  - Now we are less than two months in and the watch has gone completely dead. Picture attached.
  
  So I am having a hard time understanding why you can’t either refund my money or provide another watch.

  Business Response

  Date: 04/08/2025

  Hello Mr. *******,

  I hope this finds you well. We sincerely apologize for the delay of the entire repair process. We encountered some issues that hinders us from completing the repair request as soon as possible. I have already checked your previous communication with our agents and you were requesting for either a replacement or refund. I was able to get the approval for the refund to be processed. The order *********, has a discount code applied to it so instead of paying $76, the total order charged was $57.32.

  I have already requested for the finance team to process the refund. Please expect the credit within 7-10 business days to the original payment when the order was placed.

  Sincerely,

  Timex

   

  Customer Answer

  Date: 04/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as they actually produce the check, this is good.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 watch online March 10th and paid with ***** ***.
  I noted that the address saved in ***** *** for the shipping address was incorrect.
  I called the timex customer support line immediately on March 10th and explained the need for a change and was told they could not change the address or cancel the order
  I emailed the timex customer support email March 10th and explained the need to correct the addres, and they said they would hand the ticket over to the relative team.
  I emailed back on March 11 after I had not heard from them and they said on March 12th that they are not able to modify or cancel the order and that if no one is available to receive it at the incorrect address, I should contact *** to get it re-routed.
  I contacted *** Mar 12 and asked them to adjust it, and they said the shipper had to do the change. They could only make a change is the item was attempted to be delivered.
  I emailed timex again on Mar 12 and relayed ***' message about it, and they said they would process a refund after the item was delivered back to the warehouse.
  The address it will be (wrongly) delivered to is the ******** ******** ******** ** **, so there are no guarantees that it won't just sit in a mailroom forever/be returned.

  Business Response

  Date: 03/14/2025

  Hello ********,

  Thank you for reaching out. We would like to inform you that once an order has been placed, we are unable to make any changes, including to the shipping address.

  
  According to the tracking details, your package is currently available for pickup at the *** Access Point located at **** * ** *** *********** ****** ***. We kindly suggest you try collecting the package from this address at your earliest convenience.

  
  If you are unable to retrieve the package, please let us know. Alternatively, if collecting the package is not possible, you may ask them return the package back to us in order for us to process the refund.

  
  We appreciate your understanding and look forward to your update.

  Thank you,

  Timex

  Business Response

  Date: 03/14/2025

  Hello ********,

  Thank you for reaching out. We would like to inform you that once an order has been placed, we are unable to make any changes, including to the shipping address.

  
  According to the tracking details, your package is currently available for pickup at the *** Access Point located at **** * ** *** *********** ****** ***. We kindly suggest you try collecting the package from this address at your earliest convenience.

  
  If you are unable to retrieve the package, please let us know. Alternatively, if collecting the package is not possible, you may ask them return the package back to us in order for us to process the refund.

  
  We appreciate your understanding and look forward to your update.

  Thank you,

  Timex

  Customer Answer

  Date: 03/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I picked up my item from the *** store but I stand by my complaint that your organization needs to adjust its processes to alleviate customer hassle when orders need to be adjusted.  The inability to make changes will greatly affect customer satisfaction.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Customer Answer

  Date: 03/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I picked up my item from the *** store but I stand by my complaint that your organization needs to adjust its processes to alleviate customer hassle when orders need to be adjusted.  The inability to make changes will greatly affect customer satisfaction.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 watch through the Timex website. The site told me I would receive the watch in 5-10 business days, and that I would receive the tracking info after my purchase. The purchase was made on the 26th of February, I paid over $250 and as of now I have not received anything from Timex other than a form email telling me that they cannot find my order. My calls to their customer service line was met with stonewalling and excuses. They do not respond to my emails other than one autoreply form letter saying they will escalate it - that was back in February.
  
  On a separate note - I would like to understand how Timex can have a 1 star rating from customers and still be listed as A+ by the BBB. I thought the BBB was about helping consumers, not propping up businesses? See attachments of screenshots.

  Business Response

  Date: 03/11/2025

  Dear ********,

  
  I hope you are doing well. Please accept our sincere apologies for the delayed response to your inquiries.

  
  Upon reviewing your order, we can confirm that the package was delivered to your provided address on March 5, 2025. Based on the order details and the information you provided, the order was placed on February 26, shipped on March 3, and successfully delivered within two days.

  
  For your reference, here is the tracking number: ******************.

  
  Please let us know if there is anything else we can assist you with. We appreciate your patience and understanding.

  Thank you,

  Timex

  Customer Answer

  Date: 03/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business. It is of limited value or benefit to me, but since the item has arrived - late  (and the very day it arrived i was told by a timex rep that it had been sent only sent out that day) so evidently there order tracking and customer service is poor, but the item did arrive so I have learned that I should not use timex for watch purchases. But at this point they delivered the item I purchased.

  2/10 service quality. Hopefully watch never breaks because I fear a repair or return would be a nightmare.
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Upon getting to their website, an offer is made for 15% off
  
  After selecting an item that is NOT on their exclusion list, in other words, a valid item,
  "discount code isn’t valid for the items in your cart" is given.
  For this item, t********, that amounts to $45.00 US
  
  Here is the list of excluded items, as of 2/14/2025:
  WELCOME DISCOUNT - Receive 15% off select styles. Discount is excluded from the following product collections and styles: All Straps, All Collaborations, Select Marlin (Excluded: ************ ************ ************ ************ ************ ************ ************* ****** * ******** ********** ************ ************ ************ ************ ************ ************ ************ ************ ***********) and all ******* ***** ** *** ** Automatic Watches and Straps. Discount is calculated as a percentage of retail (list) price prior to taxes. Coupon cannot be combined with other discounts and cannot be applied to previous purchases. Coupon expires 14 days from receipt date and applies only to orders shipped within the U.S. We reserve the right to discontinue discounts at any time.
  
  I feel this is a bait & switch to get email and phone # without giving the discount.

  Business Response

  Date: 02/18/2025

  Hello ******,

  I hope this message finds you in good health. We sincerely apologize if you were unable to use the welcome discount offered to the item you wanted to purchase. Here's a one time code you can use to complete the purchase: *********.

  Please let me know if you have further questions.

  Thank you,

  Timex Customer Service

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a Timex Expedition watch in July of 2023. I started having problems with one of the chronograph function buttons not working a few months later. It occurred to me in June of 2024 that it had a one year warranty that was about to expire in a month, so I contacted them and was provided a shipping label to return the watch.
  
  The tracking showed it arriving at the destination post office within a week and it had a status of "awaiting pickup". When the status didn't change for a couple of weeks I contacted them and was told that their warranty center was moving and it would be picked up when the new location was up and running. That took at least a month.
  
  After they had it in their possession I was told they would contact me with an estimate. I believe that was around August 2024. I was patient, but after hearing nothing by January 2025 I emailed them again. Apparently, their minimum response time for emails is about 2 weeks. The response asked me to reproduce all of the information and a receipt, which I had given them to get a claim number. I provided it anyway, 2 weeks ago.
  
  I've now been waiting 7 months now for a warranty repair, which I consider totally unacceptable. I told them I want my watch back now, fixed or not. I'm optimistic I'll hear back sometime in the next 6 months.

  Business Response

  Date: 02/05/2025

  Hello *****,

  I hope this email finds you well. We sincerely apologize for the delay in getting your watch back to you. I was able to look into your case and the representative you spoke to a few days back and he was able to get the replacement watch in process. As of writing, the warehouse team is just waiting for the inventory team to provide 1 stock and this replacement watch should be mailed out the soonest. 

  Rest assured, we are prioritizing this to be mailed out. We will update you via email once the replacement watch will be mailed out with the tracking details.

  Thank you,

  Timex

  Customer Answer

  Date: 02/12/2025

  I do not consider this case to be resolved at this time. One week ago (Feb 5th) they sent me an email saying that my watch was lost, but they will send me a replacement. They said that I would be notified when the replacement watch shipped. I have not yet received that notification. I will not consider this case resolved until an identical or better replacement watch is in my possession. 

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased 3 watches online from Timex on 1/15/2024. Two watches were working correctly upon arrival, but the women's watch was not. Obviously, they had sent me a watch with a dead battery. I reached out to the company, but they were closed, unsure why because I called during their regular business hours that are posted online, so I sent in a contact form. No one has reached out to me. I took my watch to a local jewelry store and had the battery replaced for $25 and now it is working correctly. I called Timex again yesterday. I spoke to customer care and the rep was not interested in refunding the amount I paid to replace the battery. He offered a discount on my next order or to return the watch, which is unacceptable since I likely won't be purchasing again for quite some time and the watch is working correctly now. I asked for the corporate office number. He gave it to me; I called and again was forced to leave a message. No one from Timex has reached out to me. I would like a refund toward my order of $25 since I had to replace the battery immediately after receiving my order.

  Business Response

  Date: 02/05/2025

  Hello *******,

  I hope this finds you well. We are sorry to hear that you received a non-working watch and you had to get the battery replaced to get it to work. I will need to check this with the quality team to further investigate as to what happened to this particular item. As for the battery replacement that you had to pay, can you please provide me with the receipt so that we can request to the finance team the refund to cover the payment?

  We appreciate your feedback and patience with this matter.

  Thank you,

  Timex

  Customer Answer

  Date: 02/05/2025

  The receipt was sent with the original complaint provided to the BBB.

  Business Response

  Date: 02/05/2025

  Hello *******,

  Thank you for this. I have already forwarded the request to the finance team to issue the refund of $25 back to your account. You should receive an email confirming this and funds should be credited back to your account within 3-5 business days.

  Thank you,

  Timex

  Customer Answer

  Date: 02/06/2025

  Timex has refunded the $25 to my original payment method. Issue has been resolved.

  Customer Answer

  Date: 02/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 02/06/2025

  Yes, refund has been received. 

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Timex sent me the $250 Watch but failed to adjust price per the 20% discount it advertised on my watch. I’ve complained twice to the company directly customer service. But no resolution.
  
  Order No. **********

  Business Response

  Date: 01/08/2025

  Hi Alan,

  I hope this message finds you well. I am reaching out to sincerely apologize for the oversight regarding the discount for your recent order. We deeply value your business and regret any inconvenience this may have caused.

  To make things right, we are pleased to inform you that we will promptly process the discount and apply it to your order. You should see the refund details via email shortly.

  Thank you,

  Timex Customer Service

  Customer Answer

  Date: 01/16/2025

  My complaint vs Timex was finally resolved when they processed the appropriate discount. 

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased what I thought was a ****** watch with a ** *** for a Christmas present. I didn't open the package and it wasn't opened until Christmas day, where I discovered it was actually a camouflage banded watch, which is NOT what I ordered. I contacted Timex and it has taken weeks for anyone to get back to me. They finally sent me a link to start a return, but stated that I would not be reimbursed for shipping, even though it is THEIR fault that I did not receive the watch I ORDERED. When I tried to use the link, it said that I could not return it as I am out of the return window. I am disgusted and will NOT order from this company again. I do EXPECT a full refund and will GLADLY return the watch that I did NOT ORDER in the first place. I have asked for management to contact me, which hasn't occurred. This is the WORST customer service I have ever received. This USED to be a good company, not anymore.

  Business Response

  Date: 01/08/2025

  Hello ******,

  I hope this finds you well. We are sorry to hear about you not receiving the correct item ordered. I sent you an email with the return attached and some reminders to avoid delays in getting your refund. Please respond to the email once the package shows delivered to our facility so that we can issue the refund right away.

  Thank you,

  Timex Customer Service