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Business Profile

Watch Repair

WatchRepair.net, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 0 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:03/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    After several weeks of calls and emails, Watchrepair.net reached out to inform me that my watch would be repaired and returned to me this week.  They apologized for the lack of communication.

    Business Response

    Date: 03/18/2024

    As the customer himself commented, we did speak and we apologized for the delayed communication. The watch service was completed and the watch has already been returned to the customer, received by him on March 15, 2024.

    Customer Answer

    Date: 03/19/2024

     
    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,

    ***************************

  • Initial Complaint

    Date:01/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    See atttached

    Business Response

    Date: 01/17/2024

    This is an old issue that was resolved months ago. We already returned this customer's watch to him via **** package 1Z67AW08A693515389, delivered to him on October 17, 2023. The customer was not charged for any service, since he never approved the work, so there was no refund necessary. All the customer paid for was the cost of shipping the watch back to him, which he had paid in advance.

  • Initial Complaint

    Date:08/25/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
     
    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,

    *********************

    Business Response

    Date: 09/07/2023

    We did dispute the customer's chargeback of his original payment since we had done nothing wrong, and the credit card company eventually supported our objection and returned the payment to **. While they were deliberating, the customer's check replacing the credit card payment he had rescinded arrived and we deposited it. It was always our intention that we only keep one payment. Once the credit card payment was returned to us, we intended to return the customer's check payment in the form of our own company check back to him. Unfortunately, we failed to do so in a timely manner, but we have now sent the customer his refund in the form of a company check in the full amount (that check has been deposited by the customer).

  • Initial Complaint

    Date:08/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Panerai Luminor sent for evaluation and polish case. After sending in my watch I was informed the Watch guy was out for ten days. After a month I was told the watch was ready. I paid $300 and when it was sent back, I put on the watch and within 15 minutes it started showing condensation under the ******** I took it to an authorized Panerai dealer and they said it was improperly assembled after inspection and they would have to service it but they are backed up three weeks. Terrible experience with this Watchrepair.net

    Business Response

    Date: 09/07/2023

    Had we serviced this watch we would have ensured its water-resistance prior to returning it to the customer, but our proposal to service the watch was declined. The customer requested that we only lightly refinish his watch for a reduced price and return it to him, which we did, as a courtesy. We did not disassemble it, nor did we take any actions related to the water-resistance of the watch, as we were not commissioned to do so. Nothing we did would have resulted in this watch becoming less water-resistant; this was a pre-existing issue. We have subsequently refunded the customer's refinishing payment in it's entirety, as a gesture of good will.

  • Initial Complaint

    Date:07/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 requested few times for my watch to be retturn to me, and i have not heard back nor my watch was mail back. i sent the watch for evaluation and the price they give me to reapir it was too high, so i requested to get teh watch back unrepair. they have not reach back or sent the watch. Thank you.

    Business Response

    Date: 08/09/2023

    Any customer is entitled to decline the services we propose for any reason, at no charge and with no penalty. We offered this customer a discounted rate, but he declined our service by email on Sunday July 9. We try to respond to all messages in a timely manner, subject to the volume of inquiries and requests we receive on any given day. We responded by email on July 14 that his watch was being returned to us from our off-site shop and would then be returned to him. He received it back on July 19 as-is, as he requested.

  • Initial Complaint

    Date:02/22/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Received email by ********************* for WatchRepair.net stating they would contact me within 5-7 days as to the turn around time to clean and repair my Breitling **** Chronograph watch. So far I have called twice, and was told they would contact me in 1 hour. I never did get a response. I also contacted by email on 02/15/2023. I last contacted by telephone on 02/20/2023. I wish for this issue to be resolved.

  • Initial Complaint

    Date:12/15/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 Panerai in for service and fixing scratches in the case and bezel. After calling a week later, ****, the owner told me it was too late to call and I might wake up his kids. After that, I was placed on an automatic voicemail list. Extremely unprofessional dealing with a 100% disabled member of the military! I'm hoping to even get my watch back. **************** and anti military!

    Business Response

    Date: 01/05/2023

    Customer did request one of our Pelican WatchRepairPacks to safely and securely send in his Panerai watch. This customer called repeatedly at around 1:00 AM. After this customer called 5 times in a row, I thought maybe there was an emergency. (When not in the office, I forward my calls.)  I was a little surprised that this was a customer that had only sent his watch in 1 week before. I was professional and assured him I would give him a call first thing Monday morning during normal business hours. We even joked for a minute and I chalked it up to the customer being anxious.

    To my surprise and annoyance, this customer proceeded to call me back at least 20 times through the night. (I have the call logs). I finally blocked his number which is something I have never done before. It definitely felt like harassment.

    I refused to talk with this customer by phone and instead send him a text and an email professionally explaining that we will NOT be servicing his watch and will be refunding 100% of the money he paid for return shipping & insurance. I also promised to overnight him back his watch, which I did the very next day. 

    This was unfortunate and I simply wanted to extricate myself and my company from dealing with this customer. All of my communications were respectful and professional.  

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