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:07/12/2025

  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.

  I order a watch last wenesday, but not have any description about the band I assume was leather , only yesterday when this company sent me the email with the track number saw the band is plastic, I cant wear since I am allergic to latex.I try to call them let them know, like I will refuse to accept the merchandise and send back, I call different phone number not body answer.

  Business Response

  Date: 07/15/2025

  Good Afternoon,

  The customer's order was successfully delivered on July 12, 2025.

  Our company reached out to the customer with proof of delivery and informed them that they are welcome to return the item for a refund if they choose to do so. A prepaid return label was also issued for their convenience.
  In response to the customer's claim regarding the product description, we would like to clarify that the listing clearly states that the watch features a silicone strap. For your reference, we have attached a screenshot of the product description highlighting this detail.

  *******

   

• Initial Complaint

  Date:05/02/2025

  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.

  I had purchased a watch through Sthrling in November of 2024. Shortly thereafter, there was a mechanical issue with the product that I planned on using a warranty claim to address.The warranty website states "Customers are responsible for a $30 shipping fee to cover the cost of return shipping for warranty repairs." and I posted the payment (refer to the *** attachment). Having thought return shipping meant to and from (as it was unclear) I reached out to the customer service email informing them I never received a shipping label to send it back (refer to email chain attachment), and was told it only covered shipping one way.I proceeded explaining my disappointment and wishing to not proceed with the warranty claim. After over a week I did not receive a response to my email and I followed up, stating that inaction would result in a BBB claim. There has still yet to be a response to my email.

  Customer Answer

  Date: 05/03/2025

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

• Initial Complaint

  Date:04/30/2025

  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.

  I received. watch (with a two year warranty) as a gift from my daughter - mailed from Stuhrling in September 2024. The watch was not keeping proper time so I mailed it to Stuhrling **** and it was delivered to ************************* on April 7, 2025.I have tried to contact them by telephone numbers listed on all of their websites and there is no response to any phone number. I have mailed e-mails on April 21 and April 23 to ************************************ and there has been no response. The original order number for the watch is ******, Model ******.

  Business Response

  Date: 05/08/2025

  Subject: Update on Watch Repairs Tracking Information ***************************************************** you for your patience while we investigated the issue regarding the repair of your watch.

  
  After a thorough review, we found that the watch had been delivered to a mailbox. Fortunately, we were able to successfully locate it, and the necessary repairs have since been completed.

  
  Your watch has now been shipped back to you via ****** You can track the shipment using the following link: ***********************************************************; Delivery shows 5/09/2025.

  
  We appreciate your understanding and are here to assist you with any further questions or concerns.  

  
  Best, 

  ******* 

• Initial Complaint

  Date:04/16/2025

  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.

  I ordered a alligator embossed black leather 22mm strap to replace the one that is worn on my watch. I placed the order on 3/16/25. I recieved a plain black strap around the 21st of March. I've called over 20 times since the 21st of March just to be put on hold each time and then sent to voice. I've sent emails and put a response in their chat box. The price of the watch strap is $35.

  Business Response

  Date: 04/28/2025

  Good Afternoon,

  Please see the attached correspondence with our customer for your reference.

  
  As outlined in the communication history, the customer initially reached out on March 31, 2025. Our customer service team responded the same day, requesting an order number in order to proceed with assisting them. Since we did not receive a response, a follow-up was initiated on April 24, 2025.

  
  Once the customer provided the necessary order details along with proof of the incorrect item received, we promptly generated a return label at our expense to ship the correct item. Please see the attached shipping label for reference. Additionally, the customer was informed that they may keep the incorrect item as a courtesy.

  
  Please let us know if you require any further details.

  Sthrling Original Customer Service Team

• Initial Complaint

  Date:04/10/2025

  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.

  According to your website, the following promotions were offered:10% Discount Code: Sign up for emails and receive a 10% discount ********* 3-Watch Travel Case: Receive a free travel case with any order over $350 using code *************** Watch Strap: Spend $199+ and use code ******** to receive a free watch strap.Based on this information, I purchased two watches exceeding the $350 limit and signed up for email notifications to receive the 10% discount code. However, after speaking with a customer service representative, I was informed that promotions cannot be combined and that this restriction is supposedly stated under the product price.I asked for proof of where it states that promotional codes cannot be combined with sale items, but I have not received a response or evidence supporting this claim.Additionally, I found a non-sale watch that exceeded the price requirements for the promotions, but the promotional codes still did not work.I can provide proof that:The promotional codes do not work as advertised.I received the 10% discount code after signing up for emails.Please clarify your promotional terms and honor the advertised promotions accordingly. I look forward to your prompt response.

  Business Response

  Date: 04/16/2025

  Dear Customer,

  We're sorry to hear about the confusion regarding the use of coupon codes with your recent order.
  
  Please note that, as stated on our website, coupon codes cannot be combined within a single order.
  This policy is outlined in our ************ which you can view here: ****************************************************.
  
  Additionally, items that already have discounted prices cannot be combined with other offers. You can find this information on the product pages and in our promotional terms. For your reference, weve included relevant screenshots in the attachments.
  
  That said, we understand this may have caused some frustration. As a gesture of goodwill, were happy to offer you the travel case you were hoping to receive, complimentary with your order. An order was created and is in the process of being shipped out to you.
  
  We hope this resolves the issue to your satisfaction. At Sthrling, customer satisfaction is a top priority.

  In the event that you're still not completely happy with your purchase, we do offer returns and exchanges within 60 days of the purchase date. To view the terms and to start the process please click here: **********************************************************.
  
  Thank you for choosing Sthrling.
  
  Best,
  ******* *.
  

  
  

  Customer Answer

  Date: 04/26/2025

  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]

   

   Thank you for your prompt response and for providing the travel caseI truly appreciate the gesture. I also want to say that the watches I purchased look even better in person, and Im very satisfied with them.

  
  After reviewing the ************ I now understand that coupon codes cannot be applied to sale items, and I acknowledge that the watches I initially purchased were on sale.
  However, Im still interested in purchasing the Menai 906 Automatic 47mm Skeleton in Gun Metal Grey Dial/Rose Case/Brown Leather Strap, which appears to be a non-sale item. Despite this, the coupon codes still dont work. When I attempt to apply them, neither the travel case nor the free watch strap is added to the cart, and I never received the 10% discount code after signing up for email notifications.
  I also want to note that Im not able to say the situation is fully resolved. The major concern revolves around applying coupons or discounts to Sthrling watches. While the *********** explains that codes do not apply to sale items, the application of discounts seems subjectiveeven for full-priced items like the Menai 906. In short, it's misleading to customers to promote a 10% discount for email sign-up, a free travel case with purchases over $350, and a free watch strap with purchases over $199, only to then require customers to review the *********** to understand that only one discount can be used per order.
  Additionally, I saw the attachment referencing the Modena 4032 Automatic 46mm Skeleton and the note about promotional restrictions, but that message was not visible during my initial purchase nor is it clearly presented during my current attempt to make a second purchase.

  
  Could you please clarify:
  Will I receive the 10% discount code for signing up for email updates?
  Which watches are eligible for the promotional codes (discount, travel case, strap), so I can refine my purchase accordingly?
  Thanks again for your time and assistance, and I appreciate your continued commitment to customer service.

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 05/07/2025

  Dear *** *****,

  Thank you for your feedback.  Were thrilled to hear youre happy with your recent watch purchase!

  We sincerely apologize for any confusion regarding the use of discount codes on our website. To clarify, for signing up for our email updates, you are eligible to receive 10% off your next order. Please use the following one-time use code at checkout: ************* Kindly note that this code cannot be applied to sale items.

  Regarding the previous promotional codes you mentioned, for a free travel case and watch strap, those specific offers have since expired and are no longer active.

  We truly appreciate your support and loyalty, and we hope you continue to enjoy your timepieces. Should you have any further questions or need assistance, please dont hesitate to reach out to our dedicated customer service team at ********************************************************************.

  Best,

  ******* *.
  

  
  

• Initial Complaint

  Date:12/17/2024

  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.

  December 12th I purchased this watch from ***** and it was delivered via *****. I received a picture confirmation of the watch delivery, but when I got home the watch was not there. ******, ****** and this company ********* refused to offer any reimbursement for the watch that was supposedly left on the doorstep.

  Business Response

  Date: 01/02/2025

  Good Morning,

  According to our Company's previous correspondence regarding your order, we have tracked the shipment using ***** Tracking ID ************. As per our conversation, the package was successfully delivered on 12/11/2024. Please refer to the attached tracking details for your reference.

  
  Please note that we are unable to cover the cost of stolen packages. However, if you believe the package was indeed stolen, you may choose to file a police report or submit an Affidavit of Facts supporting the claim of non-delivery to *****. For your convenience, I have also attached the necessary Affidavit of Facts form that you may submit directly to *****.

  Sincerely,

   

  *******

  Stuhrling Customer Support Team

• Initial Complaint

  Date:09/12/2024

  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 placed x2 quantity automatic watch out of warranty repair service orders (order# ******) from Stuhrling's website on August 11, totaling $130. I paid for the total using an Affirm payment plan. I received an automatic email with an RMA number RMA-*********. These service orders were to repair 2 separate Stuhrling model automatic watches that no longer functioned correctly.Later on the same day of ordering, I emailed ****************************************** asking if they would be able to send me an additional RMA number for the 2nd repair service order as I had only received 1 RMA. At this point I had not proceeded to ship in my 2 watches for repair. 3 days later on August 14, having heard no response back, I once again emailed ****************************************** asking them to cancel both repair service orders as I will no longer be shipping my watches in for repair.After not receiving any responses from customer service (even though their RMA and notification emails kept referencing to email this specific address for any questions to customer service), I called into their customer service number on their website ************ and proceeded through their automated line routing system to speak with a representative about an existing order. After waiting approx. 10 min on hold with waiting music, I was directed to voicemail. After leaving a VM requesting cancelation of the order, no return call has been received.My Affirm payment plan continues to ask for overdue payment for a service I longer wanted since the date of purchase, and have not shipped any of my watches to them. I filed a dispute with ****** and refuse to pay the remaining balance on my payment plan accordingly. I need Stuhrling to cancel the order or Affirm to honor the dispute to have this transaction canceled, as nothing has been done. No responses from Stuhrling, no customer service whatsoever, I did not ship them my watches at any point and still have them currently.

  Business Response

  Date: 09/16/2024

  Dear BBB

  
  We appreciate the opportunity to talk about the customer's concerns about their repair service order.

  
  As stated on our website, our repair department was closed from August 6th until August 27th for a comprehensive inventory of all parts. During this period, all communications, including emails and phone inquiries, were paused,and we sincerely apologize for any inconvenience caused.

  
  Upon returning and reviewing the customer's email requesting cancellation,we noted that a chargeback had already been initiated. Legally, once a chargeback is opened, we are required to wait for the bank to resolve the issue before we can process a refund. Had we not been bound by this process, we would have refunded the customer immediately, as the watches were never shipped to us.

  
  I've attached a screenshot of our website showing the notice of the repair department closure. We're sorry this happened, and we're committed to issuing a refund as soon as the bank resolves the chargeback.

  
  We appreciate the customer's understanding and are ready to help in any way if needed.

  
  Sincerely,
  ****************************************************** Team

  Customer Answer

  Date: 09/17/2024

  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 and the matter has been resolved.

  I will re-open this case if for any reason the bank chargeback does not occur within the specified timeframe as mentioned by Stuhrling's response.

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

  
  

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising 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 from Stuhrling for $303.15 in May 2024. I received the watch and it wasn't what I was looking for. The compnay promised a 60 day return window, so I initiated a return. I didn't hear from the company for about a month and had to reach out multiple times to receive the return information. I finally recieved the return information and sent the watch back in June 2024. I never received my refund or any confirmation that they had received the watch. In August 2024 I reached back out to the company inquiring as to why my refund had not been processed. They reached back out asking for the shipping information. I sent the tracking number and proof of delivery. They wrote back and said that my refund would soon be processed and that the matter would be resolved. I have still not received my refund. I have reached back out to the company to inquire why my refund has not been processed yet, I have not received a response. I would really like to have this matter resolved and to have my $303.15 returned to me.

  Business Response

  Date: 09/12/2024

  Dear BBB,

  
  We take customer satisfaction seriously at **********************, and we appreciate the opportunity to clarify this situation.

  
  1)   Timeline and Return Process: The customer purchased the watch on April 17, 2024, and requested a return on May 2, 2024. The return request was approved, and we provided the customer with a Return Merchandise Authorization (***) number, which is required to ensure proper processing of returned products. When we received the returned item, it did not include the *** label, making it impossible for us to identify which order the watch belonged to or initiate the refund process.
  2)   Customer Follow-up and Refund Attempt: In August 2024, the customer reached out to inquire about the refund. Once the customer provided us with the necessary tracking information and proof of delivery, we verified the return and initiated the refund process. However, the customer had simultaneously opened a chargeback through their payment provider. Due to this, we were legally unable to process the refund until the chargeback is closed.

   

  We made multiple attempts to communicate with the customer to explain that we are ready and willing to issue a refund once the chargeback is resolved.Unfortunately, until the chargeback is closed by the customer or their bank, we are unable to proceed with the refund.

  
  Conclusion: Stuhrling has followed all proper procedures,from approving the return promptly to initiating the refund once the return was verified. The delay is due to the customers open chargeback, which prevents us from issuing a refund at this time. We believe this is a misunderstanding, and we are actively working to resolve this matter once the chargeback is closed.

  
  We respectfully request that this complaint be removed from our BBB record,as the situation is out of our control due to the open chargeback, and we have acted in good faith at every step of the process.

  
  Thank you for your understanding.

  
  Sincerely,
  Stuhrling Customer Support Team

• Initial Complaint

  Date:08/28/2024

  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.

  I purchased a watch from this company on August 16 and it was set to be shipped. However it never arrived at ***** and I might been unable to reach anyone within the company for customer service to remedy the issue. I have been calling for over two weeks now its only to be met with a voicemail or a pre-Recorded instruction to send emails which I have sent to at this point today would be number three still no response. This is a $300.00 watch that is seemingly lost and I am out of both. I have a few products from this company but this terrible customer service.

  Business Response

  Date: 08/29/2024

  Good morning,

  We regret to inform you that the customer's shipment appears to be lost in transit.

  This was the final item in stock for this product. We issued a full refund to the customer on August 28, 2024, and extended an offer of a 25% discount on any alternative model available on our website as a gesture of goodwill.

  Attached, please find a copy of our correspondence with our customer, and proof of refund.

  Please let us know if there's anything further we can assist with.
  
  *******
  
  
  

  Customer Answer

  Date: 08/29/2024

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

• Initial Complaint

  Date:02/09/2024

  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.

  I purchased one of their watches while on a Royal Caribbean cruise on January 11th, 2024. Once I disembarked from the ship, I noticed that the watch was running fast. 10 Minutes were added for each hour of real-time. As Royal Caribbean has a strict no-return policy once you disembark they referred me to the manufacturer warranty for all issues. I went to the Stuhrling website to start a claim only to be required to pay a $30 repair fee before am able to send in the watch. I believe this is unfair as the watch was defective right out of the box. A free remedy should be available for a watch with an MSRP of $900 if it comes this way. I have made multiple attempts to contact Stuhrling to sort this matter out with no success. I have made multiple attempts to call the company only to be met with a prerecorded message telling me to send them an email. I even navigated their sales phone tree line to get someone and there was no answer. The email address given on the repair and warranty prerecorded message is different from the contact email that is listed on the website. I have sent emails and follow-up emails to both addresses to no avail. The "chat with us on WhatsApp" link does not work. Whatsapp lists the number as not valid on their platform. There is no way for me to get in contact with them to resolve this. I would like a company representative to reach out to me to discuss my options for this watch. I enjoy it and want it to work properly.

  Business Response

  Date: 02/20/2024

  Please refer to the attached communication with our valued customer.

  Unfortunately, due to unforeseen circumstances, emails from the customer were mistakenly filtered into the spam folder.

  We deeply regret any inconvenience this may have caused.

  To address this issue, our company has taken the initiative to waive any repair fees and extend a site discount to the customer for a future purchase.

  Customer Answer

  Date: 02/29/2024

  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 and the matter has been resolved.

  
  The business contacted me and offered repair service for free. I would like the complaint to show that. 
  
  Thank you,
  **************************;
  

  
  

  Business Response

  Date: 04/18/2024

  Good Afternoon,

  We sincerely apologize for the inconvenience you have experienced!  Our customer service team have been in contact with you via email and offered you a site credit matching the purchase price of the watch.  Please see the attached email correspondence. You will be receiving a separate email for the site credit.  Please be on the lookout for it.

  If there is anything we can assist you with further, please do not hesitate to contact us at: ******************************************.

  Have a wonderful day!

  ***********;

  Customer Answer

  Date: 04/18/2024

  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 and the matter has been resolved.

  
  
  Good afternoon,
  
  Stuhrling has reached out. They provided me with a gift card for their store for the value of the watch's original purchase price. The issue has now been resolved. Thank you for your help.
  
  Thank you,
  **************************;