Complaints

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:12/19/2023

  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 watch for my husband for Christmas in Nov 2022. The watch comes with a warranty. The movement in the watch stopped working. We went to the company's website in Oct 2023 and clicked the link for warranty repair. We filled in all the information to request a repair for the watch. We also entered our credit card information and paid the required $30.00 for the service. The company took our money, but we have not received any information on how to send the watch in for repair. We have tried calling their customer service line, but the phone just goes to voicemail. It doesn't matter what option you choose, it just goes to voicemail every time. I left a message and have not received a call back. My husband sent an email to their customer service and the only response he received was an email asking him how he's enjoying his watch. We want the company to honor their warranty and fix his watch. My husband filed the initial request for repair. His name is *********************.

  Business Response

  Date: 12/19/2023

  Dear ********,

  We sincerely apologize for the inconvenience caused by your defective timepiece and any lack of instructions regarding the return process. We have successfully located *********** Authorization #*************, The email address confirmation associated with this *** is ******************************************, and instructions were sent to that email address when the Return Authorization was created. For your convenience, we have attached a copy of the the *** which include return instructions  for your reference.
  
  The holiday season has resulted in a high volume of inquiries, and our customer service team is currently experiencing a significant workload. As a result, it may take some time to receive a response. To expedite the process, we recommend reaching out to us via email at ******************************************. Rest assured that all emails are addressed in the order they are received.
  
  We take pride in providing exceptional customer service and will make every effort to meet your satisfaction. Once again, we apologize for any inconvenience caused and appreciate your patience.
  
  Sincerely,

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

• Initial Complaint

  Date:12/06/2023

  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.

  This is the email I sent to Stuhrling: "******************* purchaser ********** of Stuhrling watch on the Carnival Dream, 2/13/2023. . On 10/9/23 I contacted ******************* and paid the $30 and began the process of the repair, the watch hands stick. It was shipped to me by ***** on 10/19/23. The watch still has the SAME problem. The hands STILL stick. I am VERY DISSATISFIED . I want a new watch or a credit for another watch . This is my repair number, RMA *********, tracking number of repair - ***********2,If i do not receive a satisfactory response, quickly, I will contact the BETTER BUSINESS BUREAU AND CARIVAL CORP. I did leave 2 messages on the phone numbers on your web site. Respectfully,***** and ***************** *************"I received NO RESPONSE

  Business Response

  Date: 12/12/2023

  Good Afternoon,

  Our customer service team promptly addressed the customer's concerns regarding the defective watch.  Email correspondence history is attached.

  We regretfully informed the customer that we are unable to replace the watch with a new one due to the unavailability of this specific model.

  It is important to note that the customer had ************************ purchased the watch from a third-party Authorized seller. However, we do offer repair services for watches that are still under warranty through our website. In this case, since the watch was still under warranty and exhibited the same repair issue as before, we would have gladly provided a replacement if it were in stock. Unfortunately, the model in question is currently out of stock.
  
  As a company committed to delivering exceptional customer service, we wanted to ensure the customer's satisfaction. Therefore, in addition to our repair services, we went the extra mile by sending the customer a Gift Card in the amount of $100. This Gift Card can be utilized for any future purchase on our site, allowing the customer to choose an alternative product that meets their needs. We take pride in our dedication to providing outstanding customer service and believe that our actions in this situation exemplify our commitment.

  Best Regards,

  ******

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did receive a $100 gift card.  I paid $115 for the watch and $30 to have it repaired, which they were unable to do. I think I am still due $45. Thank you

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 12/18/2023

  Good Morning,
  
  In response to the customer's request for an additional $45.00 for repairs and adjustment to the total purchase price of the watch, we would like to provide clarification. When a customer sends in a watch for repair, it is important to note that the $30.00 fee is specifically allocated for covering shipping and handling expenses. This fee is not intended to cover any repair costs. It is crucial to note that this policy applies to all watches that are sent in for repairs under warranty.

  Based on our records, the watch in question was repaired and thoroughly tested before being returned to the customer.  As part of our unwavering commitment to providing exceptional customer service, we have taken additional steps to address the situation. In recognition of the inconvenience caused, we have gone above and beyond by offering a $100.00 gift card. This gift card can be utilized for any future purchase of a timepiece on our website, irrespective of the fact that the watch was originally purchased from a third-party authorized seller. We firmly believe that this resolution is not only fair but also highly satisfactory, demonstrating our dedication to customer satisfaction.
  
  If the customer finds this resolution unacceptable, they have the option to forfeit the $100 gift card and send the watch in for repairs again. Please note that we currently do not have this specific model in stock, but we will gladly perform the necessary repairs once the watch is received.

   

  Customer Answer

  Date: 12/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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.

  My parents gave me a Stuhrling watch for Christmas in 2022, and it was a very nice watch, but after about 6 months it stopped working. I got a new battery for it, and I thought that would fix the problem, but it turned out that the ******* was cracked. My wife and I both emailed the company back in June and never got a response. I made at least 2 or 3 calls to customer service and left a message, and no one ever called me back. I even called back and left a message on the other line which was for people interested in buying a product, and still no one called me back. I eventually had to take it to a local jewelry store and had to pay $170 to get it fixed, after being told by another jewelry store that they couldn't get the parts for it. I feel that their customer service department should be more proactive in returning phone calls and responding to emails. It has been almost 3 months since we first tried to call them and still never got a callback or response to the emails. After this experience, I was not about to mail my watch to that address, because I had no way of knowing that I would ever hear from anyone

  Business Response

  Date: 09/18/2023

  Good Morning,

  We apologize for any inconvenience caused by the reported difficulty in reaching our customer service. Our records indicate that the customer contacted our customer service department via email on Monday, July 3, 2023 at 2:30pm, specifically regarding repair issues and instructions on where to send the item for repairs. Our customer service department answered the email in a very timely manner. Our standard response time is within 48 business hours. In this particular case, it appears that our customer service team responded to the email on the same day it was received and provided a link for the customer to submit a repair request.  Additionally, the customer claims that the item was received as a gift and a 2-year warranty was purchased. To date we did not receive a repair request from the customer. 

  Please see the customers original email and our response as follows:

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

   

  
  
  We would like to clarify that our company provides a 2-year warranty for products purchased from authorized sellers with proof of purchase, at no additional cost. To review the details of our warranty coverage, please visit Warranty & Repairs page on our website at: *****************************************************************;

  To verify the order and model of the watch, our company requires proof of purchase, which typically includes an order number. However, since the item was received as a gift, we understand that an order number may not be available. In such cases, providing a photo of the watch can help us in the verification process.
  
  We would like to inform you that our warranty does not cover crystals, as stated in the Exclusions section of our Warranty Policy. It is important to note that if the watch was sent for repairs to an unauthorized dealer, the warranty will be voided. This is because repairs conducted by unauthorized dealers can potentially affect the movement of the watch, leading to complications. In that case, we can offer to repair the watch out of warranty with associated charges: 

  For Quartz watches, the repair cost would be $45.00, which includes parts, repairs, and shipping and handling fees.
  
  For Automatic watches, the repair cost would be $65.00, covering parts, repairs, and shipping and handling fees.
  
  For Complications watches, the repair cost would be $85.00, which includes parts, repairs, and shipping and handling fees.
  
  To submit a repair request, we kindly ask the customer to follow the prompts provided on our website. Please visit the following link: ******************************************************. This will guide the customer through the necessary steps to initiate the repair process. If the customer should require any further assistance or have additional questions, please do not hesitate to reach out to our customer service team at ************************************************************.

   

  Thank you.

  Customer Answer

  Date: 09/20/2023

  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 and the matter has been resolved.

  My wife for some reason never received those emails, but please be advised that I also called customer service on more than one occasion as stated in the complaint and no one ever called me back, even after I left a message on the other number showing an interest in purchasing a product.  My watch is repaired now, so I don't need the repair service, but as a consumer, I would recommend that you reach out to the appropriate department that handles those phone messages and make sure people are returning calls.  It can be very stressful and frustrating when a customer has to make multiple calls and they never hear back from anyone.  Thank you for responding to my complaint

  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/11/2023

  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 first contacted ********* December 25th 2022. Sent pictures of my watch January 31 2023. February 7th ******* said to sent my watch in which I did.They received it on the 18th. February 22nd they said it was to old which it was only 2 years old and ***** said they would mail it back! They have lost my watch and ! I sent them comparable watches they make as this was a gift to me. I have retained all the emails since day one, they are now ignoring my emails and phone calls. I hope you have some weight with they. Sincerely *************************

  Business Response

  Date: 04/12/2023

  Consumer confirmed the business contacted him. 

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   

  I got a email that said ********* had found my watch since you contacted them. They are sending it back? When I receive my watch I will contact you. Thank you. William 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 04/19/2023

  Dear *************************,

  
  You had reached out to Stuhrling Original on December 25th 2022 with a repair issue. 

  
  On January 5, 2023 our company responded to your request for repairs by asking you to provide us with photos of the defective watch so that they can be forwarded to our claims department for review in order to proceed to the next step. 

  
  On January 31, 2023 you had responded back with photos of the watch.

  
  On February 7, 2023 Stuhrling Original had sent you an email which provided you with a link which would have taken you to the correct channel to start *********** request as follows: 
  *******************************************************

  Unfortunately, you did not go through the correct process for *********** Request.  You chose to mail back your watch without completing the Repair Request,which resulted in not getting an RMA number. Had you have gone through the correct channel to process *********** request, you would have seen that On the Repair Request Page it clearly states that a repair charge and/or a shipping and handling payment is required for all watches out of warranty. 

  
  In addition, the following is the Guarantee of Repair on our Warranty and Repairs Page:

  
            2. Guarantee of Repair:
  Stuhrling Original does not guarantee that we can repair your watch. We must first inspect your watch to determine: the needed repairs to ensure the watch functions correctly, the availability of the parts to complete the repair, and the cost to complete the repair. If, in the judgment of the Stuhrling original, your watch cannot be repaired, due to lack of parts, you agree to pay the return shipping for the watch. In the event that you do not want to proceed with the repairs, you are responsible for the return shipping costs.

  
  Our complete Warranty & Repairs Coverage can be viewed on our site and by following this link: *********************************************************

  
  Unfortunately, your watch could not be repaired since this model #***.331564  is discontinued and there are no available parts.  The last time our company stocked and sold this watch was in June 2014. 

  
  I believe Stuhrling Original responded to you in a very timely manner and were very fair in trying to help resolve your issue. 

  None of your emails were ignored as you indicated in your complaint. Again, had you have gone through the correct channel then the process would have been quicker and more efficient on all ends. The defective watch was shipped back to you at our expense.  Normally the customer would be held responsible for return shipping charges as you can see on the Guarantee of Repair section of the Warranty and Repairs page. 

  
  Please see your tracking information for delivery details as follows:
  *****************************************************************************************

  
  Best Regards,
  *******

• Initial Complaint

  Date:09/19/2022

  Type:Delivery 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.

  Ordered a watch two weeks ago andthere is no indication that it has even been shipped. Have attempted to contact by email and multiple Voicemails. No response from either, reported them to Paypal and now I have to go through that process. Not a legite company, Order #*****

  Business Response

  Date: 09/22/2022

  Dear Customer,

  We understand your frustration in regards to not hearing back from us in a quicker timeframe.  We generally respond within ***** business hours. According to our records, you had initially reached out to us on September 15, 2022 - which was Thursday evening. This led into the weekend...  We responded back to you on Monday September 19, 2022 that we will open a track and trace investigation with **** regarding your shipment, and if there is no tracking movement within the next two days we offered to issue you a full refund.  On September 21, 2022 the order showed that it was delivered successfully.  We had communicated this information to you as well.  

  We apologize for any inconvenience this may have caused you, and understand your frustration.  If you are still unsatisfied with your order please note our return policy as follows:

  So that you have plenty of time to make sure your purchase is perfect, we offer a 30-day money back guarantee on all ************* orders purchased from ************** If you need to return your order for any reason,we are happy to provide you with an exchange or full refund to your original payment method. All products must be returned in brand new, unworn, and undamaged condition. Please click the link below to learn more about our return policy and start the return process for your watch:
  
  ********************************** 

  Please note: our company policy is we do not provide return labels for returned items.

  
  Thank you,

  *******

   

• Initial Complaint

  Date:08/31/2022

  Type:Delivery 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.

  In May of 2020, my wife was watching the Today Show *************** She saw a Stuhrling pocket watch said to be worth $ ****** on sale for $89.00. My birthday was coming up. She ordered a Stuhrling pocket watch for me on 5-5-2020. When we received the pocket watch, the swing out stand was loose & one of the 2 screws was stripped & fell out. I called about it & got an immediate response. They sent another watch & I returned the first one. The first week of Dec., 2021 the second watch stopped working. The watch came with a 2 year warranty. I called & was able to speak with someone & a RMA was opened on 12-9-2021. I shipped the ************ received it on 12-20-2021. ! paid the $20.00 fee for shipping/handling with a credit card. On 1-5-2022 I received an Email that the watch was repaired & shipped & a tracking number was included. I never received the watch. After waiting a bit, I called & was told they couldn't find the watch & that it was lost. I was sent another watch & did receive it. About 2 1/2 months ago the the ring on the watch that the chain attaches to broke. None of the 3 watches have made it through the 2 year warranty period. I have called numerous times & this time I have not been able to speak with anyone. I have left messages & received no contact. It's as though no one is even there. Is the company out of business or are they avoiding me & backing their warranty? I am getting quite P--- off. I would like to have a good, quality watch & I don't think I should Have to spend another $20.00 for shipping & handling, since none of the previous watches have held up. Stuhrling's claim that the watch is worth $****** is a sham & should be discontinued. After having the second watch for a while, I was curious about the the claimed value & found the same watch on Amazon for the every day price of $84.95.

  Business Response

  Date: 09/06/2022

  Dear Customer,

   

  We are very sorry to hear that you are having difficulty reaching us by phone in regards to your defective timepiece.  

   

  Please use the following link tor reach our Warrant & ****************** and we will repair your watch free of charge.  

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

   

  As a courtesy, you may use the following discount code which will waive the shipping and handling fee.  

  Discount Code:******

   

  Regarding your claim to have found the same watch, Model #A053.1 on Amazon for a price of $84.95, please note this particular watch is not sold on Amazon.  It is very possible that the one you saw on Amazon looks similar.  Stuhrling manufactures over ***** different watches, many incredibly similar but with changes to case material, movement, strap or dial. Watches looking alike could sell for a large price difference.

   

  Best Regards, 

  *******

   

   

   

• Initial Complaint

  Date:08/16/2022

  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.

  On July 7, 2022 I paid $250 for watch. It broke in less than 4 days. The face fell off as well as the minute and hour hands. I spent $30 on a warranty repair claim and sent it in to the company via ***** (also more money). It arrived on August 2nd.I received a package today from Stuhrling thinking that it would be my repaired watch but they sent me a used watch, with scratches all over it. It also did not come in the original Stuhrling box in which I was instructed to send the box in. This box cost $50 on the website.This company is ripping people off.

  Business Response

  Date: 08/24/2022

  The customer was offered a replacement watch at no charge and a credit for the repair fee as a courtesy.  The customer was emailed a prepaid return label to return the defective watch to us at no cost to them.  Upon receipt, we will replace the watch at no charge. 

  Please see the attached correspondence via WhatsApp Business.