ComplaintsforWatchmaxx.com LLC

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Terrible, terrible communication, one of the worse company that i ever dealt with. Bought a omega aquaterra that came with box damaged, since then trying to communicate with the company and no communication at all. I'm trying to return but no communication= no way to return. I already took the do not take tags from the watch so that even makes it more difficult. I wish i knew how this company works as i would purchase from a different company... I wish a partial refund for the broken box

  

  Business response

  01/08/2024

  We sincerely apologize for any inconvenience you've experienced. We understand your concern regarding the broken watch box.

  
  Please note that all watches purchased through **** undergo a thorough inspection by **** Authenticator to ensure authenticity and that both the watch and its packaging are in perfect condition. If any issues are identified during this process, **** rejects the watch and returns it to us.

  
  We understand that your return request was declined by ****, and we empathize with your frustration.

  
  For **** purchases, all inquiries, including returns, need to be initiated through ****'s platform, not our website. We kindly encourage you to reach out to ****'s customer support to discuss this issue further and request assistance.

  
  For more information about ****'s Authenticity Guarantee Program, you can visit *******************************************.

  
  Once again, we apologize for any inconvenience this may have caused, and we appreciate your understanding.

  Customer response

  01/09/2024

  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]

  Obviously that wasn't the case in this situation, the box was damaged and still was sent to me, you asked me to provide the shipping label to make a claim with te shipper, but guess that didn't work out and now your blaming **** process or me the buyer for the bad merchandise that you sent. I will be doing a review on my ******* page of your services, that probably will be easier for you as i'm going to show everything that happened with this purchase.  Attached is the screenshoot of our conversation asking for the shipping label.

   

   

   

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

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

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband bought me a watch for our anniversary and it took weeks to arrive, they got my address wrong the order had an address I didn't enter on the form they managed to *********** to tje local *** but I had to drive to the next town over to pick it up. Fianlly I pick up the watch weeks after my anniversary and right out of the box it won't work , I set time and wond it and nothing happend the watch wouldn't work. I keep all tags on it and stickers and contacted them immediately to return the watch. Once I fill out the return forms I find out I have to pay for the return of the watch which was over 90 00 and they want to charge me ***** for a restocking fee when the watch is broken and can't be sold as is so I fail to understand this fee. Also I didn't just change my mind about the watch is broken and I should not have to pay for its return and insurance to insure its safety. It's very expensive to purchase insurance for the return of this broken watch.

  

  Business response

  12/20/2023

  We sent the customer a label to have the watch returned to us, as of today it has not been returned to us.  If the watch is Brand new and it's indeed NOT working we will NOT charge a restocking 

  Customer response

  12/29/2023

  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]

   Their statement is not true I returned the watch , I paid to have it insured and returned . I also left all tags on the watch and it was never worn and returned exactly as I received it . Now it's been a week since the Watch was returned and they have not refunded any of the $1113.00 they have had  for 36 days when I ordered the watch. Even if they refund me back my money i am still out the ***** dollars I paid to return this broken watch.  I will never do business with this company again . They are fundamentaly dishonest . 

   

   

   

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

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

  

  Business response

  01/19/2024

  The watch was received on 12/27/23 and we issued a FULL refund that day 

  Customer response

  02/23/2024

  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 I received my monies back but I will never do business wirh them again it took 36 days for them to return my money they lied about when they received the watch back I already sent you proff of when it was delivered. The money was not returned for almost one month after I returned the watch , it wasn't until I threatened to sue **************************** ************** *** *** ******* 

   

   

   

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

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

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a Tissot on 9.4 which stated was in stock and for delivery in 2-4 business days. After the business struggled with my address, they sent the item until 9.7 via **** Package got no updates in the delivery process so had to come back to request the business to call *** to start an investigation. Investigation concluded last Friday **** in which the business has to communicate again with *** to share a reference in order to keep moving. No communication has been done by the business to me even when I'm following up. All responses are 3-4 or even 5 days after I request support from the business. I haven't received the item in time, so I'm requesting a refund since there's no interest on the business to expedite the delivery after almost 1 month.

  

  Business response

  09/27/2023

  To whom it may concern,

  we apologize for the inconvenience, we followed up with *** and were told it was delievred see below, 

  "Hello ****
  
  We hope you are having a wonderful day.
  
  We were informed that this parcel ****************** was delivered. The investigation was closed. 
  
  Should you have any further questions or concerns, please feel free to reply to this email. 
  
  Best Regards,
  
  ****** **
  International Customer Associate 
  ************ 
  ******************      "

   

   

   

  Customer response

  09/27/2023

  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 have not received the package, the status of the investigation clearly states on **** "The investigation has been closed. We were unable to contact the receiver. " thus it has no "delivered" status - I'm attaching the evidence directly from *** tracking system. I called *** and they mentioned the sender (Watchmaxx) is missing to share a reference data to continue with the process. Since there is no interest on Watchmaxx to continue following up with *** and no direct communication with me since **** I need the refund.
  

   

   

   

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

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

  

  Business response

  11/17/2023

  we will request the signiture from UPS.  

  Customer response

  12/28/2023

  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]

  LOL and you still keep clinging to something that isn't true and reply after months. BEWARE!! NEVER BUY FROM THIS BUSINESS.
  
  

   

   

   

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

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

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/18/22 I purchased a *********** watch (Model: RV293-BLU-ST/SST / Serial Number: ***** / Condition: New) from WATCHMAXX in the amount of $2,750. I received the watch on 1/23/23. On 2/14/23 I advised WATCHMAXX that the date function of the watch was malfunctioning (i.e. not completely turning over to the new calendar date), and requested a new replacement watch or a full refund. WATCHMAXX refused to provide a new replacement watch or a refund, but instead, insisted on attempting to repair the watch. I agreed to afford WATCHMAXX an opportunity to repair the watch. WATCHMAXX advised in an email that [i]t generally takes 4 to 6 weeks for repairs to be completeddue to current part shortages, it can sometimes take up to 12 weeks for the repair to be completed. On 8/11/23, approximately 24 weeks later, the watch was returned to me. Upon immediate inspection, I observed that the *** hand of the watch was misaligned. I also observed in the few days that followed that the hour, minute, and *** hands all come to a complete stop at approximately 2:29 p.m., while the second hand kept moving. I provided a photograph and video of the aforementioned defects to WATCHMAXX by emails dated 8/11/23 and 8/18/23. To date, WATCHMAXX has failed to replace the watch, repair the watch, or provide a refund. I intend to file a lawsuit for breach of contract, express warranty, and implied warranty of merchantability and fitness for a purposed if I do not receive a full refund by weeks end.

  

  Business response

  09/14/2023

  Please see the last email we sent to the customer Aug 29, and we have not received a response. 

  see below 

   

  "Good Afternoon ******************,
  
  
  We'd like to apologize again for the inconvenience we've had you go through.
  
  
  As per our previous email sent on August 25, we will have to send your watch back to Bell & **** as they are taking responsibility for the repair. We also want to make sure that your watch is correctly repaired and with all original B&R pieces. We will also provide you with the shipping label to send in the watch to us.
  
  
  We would like to offer you another option, where we can ship the manufacturer's warranty card, and you can take the watch to Bell & **** yourself and be in direct contact with them."

   

   

  Customer response

  10/04/2023

  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'm looking for a status update in regard to the above-referenced complaint. The company's response that they will attempt to repair the watch for a second time under warranty is not sufficient. They had 6 months to repair the original defect, and returned the watch in worse working condition then when I sent it back to them for repair. The watch was defective when delivered to me, at this point only a full refund will be sufficient. They have $2,750 of mine, and I have no watch to show for it since it was purchased at the beginning of the year. Do you think this is reasonable?
  
   
  
   I look forward to your reply. 

   

   

   

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

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

  

  Business response

  11/08/2023

  We had given the customer a store credit as agreed. 

  Customer response

  11/09/2023

  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

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the Luminox Nautical Cruiser Blue Dial Rubber Strap Men's Watch , order number ******. The picture of this watch is on their web site has a royal blue face. The watch I received the face is closer to black and not royal blue at all. I started a return and they told me I need to pay for the shipping and insurance to send it back and I do not want to do that. This is a classic bait and switch scenario and is not right. I want them to pay for the shipping and insurance back. When I contacted them they said no here is the link to the listing and below is the picture off what I received ***********************************************************

  

  Business response

  08/22/2023

  We apologize for any inconvenience; however we advertised this as a Blue dial NOT as a royal blue dial and indeed it is a blue dial.  Please review our return policy ************************************************;

   

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint against WatchMaxx **************************** Failures and Breach of Warranty Repair Order #****** Dear Better Business Bureau,I am writing to you today to lodge a formal complaint against WatchMaxx and their inability to adequately service my Oris Propilot watch, which was purchased last year. Despite a 2-year warranty offered by WatchMaxx, the services rendered have been far from satisfactory.Initially, the watch was running too fast, completing a minute in just 30 seconds, and it failed to hold a reserve per the manufacturers specifications. WatchMaxx, honoring their warranty, took the watch for repair and returned it. However, the issue persisted with the watch still running fast and not holding reserve power.Due to the watchs continued malfunctions, I reached out to WatchMaxx, and they again took it for repair. This time, the watch was held for over two months. Upon its return, I found it in a worse state, with visible scratches, a missing screw, and completely non-functional.Despite multiple communications, promises of expediting the repair, and assurances of its perfect functioning, the watch, after a prolonged wait, was returned to me with additional issues. Although the exterior condition had improved and the missing s**** was replaced, a new problem arose where the date setting function failed. Notably, the primary selling point of this watch, the boasted 10-day reserve feature, still fails to perform according to the manufacturers specifications.Over the course of this year, the watch has spent more time under repair than in my possession. This ordeal has deeply eroded my trust in WatchMaxx and their ability to deliver professional service. I believe a more substantial resolution is warranted, as they have proven incapable of appropriately servicing this watch.Thank you for your attention to this matter. I am confident that the Better Business Bureau can assist in reaching a satisfactory resolution.Best Regards,***************************

  

  Business response

  08/23/2023

  We apologize for the inconvenience caused, as you know we dont manufacture our watches and sometimes they have issues that need to be repaired, sometimes even more then once. We test all watches after they are repaired before they ship to make sure they are working correctly. Please send your watch back again and we will have it inspected.  Please Note that on Automatic watches the date cant be set between 9 PM and 3 AM as it can damage the movement.  

   

   

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a watch band for a 19mm Tag Heuer. Paid, and then they shipped flawlessly. It arrived, band was not what i ordered (size was wrong) and I said that the band was 20mm and had a different serial number on the clasp than then band that I ordered. They provided a RA number, and asked that I send them a photo. I said I was willing to exchange for the correct band, or they could refund if they didn't have the band in the size I actually ordered. They just processed a refund and charged me for shipping and restocking fee. Poor practice given they sold me something I didn't order in the first place.

  

  Business response

  07/24/2023

  We are truly sorry for any inconvininace we may have caused, I just checked and no where on the page does it state what watch it fits and that is th reason for the restocking fee. We state it very clearly on our site regarding restocking fee.  Please let me know what the model of your watch is, and I can see if we have that size in stock ,and work something out regardingthe restocking fee. 

   

  Ben

  Customer response

  07/24/2023

  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:

  In the original listing the watch band was described as a 19mm band.   The new listing for the band does not state the size, while the original one did.   Your response is inadequate.

   

   

   

   

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

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

  

  Business response

  08/22/2023

  we will issue a full refund 

  Customer response

  08/23/2023

  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

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rado watch in June of 2022. Less than 10 months later the watch died. I contacted Watchmaxx requesting that they replace the battery, assuming that was the issue. I was advised I could either take a $20 reimbursement (battery replacement and resealing of the watch was $40 at minimum) or pay to ship it back to them ($25 with insurance through their preferred carrier). I opted to take it to someone local and although it cost twice what they were willing to reimburse, I did it. A week after the watch died again. I called Watchmaxx and they instructed me to send it back for repair, at my own cost. First, when I followed up, after I saw it was received, customer service informed me the repair could take up to 12 weeks. I was so frustrated, after already spending $65 extra and I'd had it for less than a year. Then customer service told me that it only needed a battery change, so it wouldn't take that long. It was as if I'd never had a single email exchange or phone call (there were many) with this company. I told them that it does not need a battery change as I'd just done it the week prior and there should be record of the $20 reimbursement. Nobody seemed to know anything each I reached out to them. A couple of weeks later I received an email requesting that I confirm my shipping address. I responded that I was confused as to why they weren't providing me of a summary of the repairs. They said they don't usually provide that. So, I have no idea what they did to my watch. If I ever tried to sell it in good conscience, I'd have no idea what, if any, parts were replaced or if there had been a defect. I've tried four times to solicit this information and each time a different customer service rep says they will get back to me. A week + later I still have no information and they still have the watch. I don't know what to do, but I have a feeling I threw hundreds of dollars out the window doing business with this company. There is clearly no accountability.

  

  Business response

  06/06/2023

  To Whom it may concern:

  I am writing this letter to sincerely apologize for the inconvenience and frustration you have experienced with the watch repair service provided by our company. We deeply regret any inconvenience caused and take full responsibility for the shortcomings in our service.  The repair included a overhaul of the movement which included cleaningand making sure its in working condition. We tested the watch and its in working condition. Please provide us with the shipping address so we can have it sent back to you. 

   

  ***

   

  Customer response

  06/12/2023

  ***,

  While I appreciate the general description of what repairs were made to the watch, I'm still hesitant that a watch that had been purchased just 10 months prior would need such a service? I have concerns about the life span of this particular watch. What guarantee do I have that it will last beyond the two year warranty that came with my purchase? Would you consider a store credit so I could select a watch from another manufacturer?
  

   

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

  Customer response

  06/14/2023

  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:

  I'd hoped for a refund, even a partial one, considering the watch stopped working after only 10 months. As an alternative, I suggested they give me a store credit for the faulty timepiece, so that I could put it toward a different watch. They rejected that solution, and said I could be offered trade-in value.  Normally, I would agree that a refund for a used item isn't reasonable, but when you invest in a quality watch and it stops working after ten months, that is suspect to me. And when I asked for a detailed description of the problem that caused the watch to stop, they only provided me with a general explanation of what was done to the watch as a  "service overhaul". What does that mean? Why would a new watch need such an overhaul? There were no specifics provided. At this point, I give up, but I'd like the record to state that I am dissatisfied with their response. I will never purchase from this company again. Not only did they sell me a faulty watch, I wasted $40 on a battery change it didn't need, plus spent $25 to ship it with insurance to them for repair and now I doubt the longevity of this watch. After the "repair" I was repeatedly ignored when I asked for an explanation of what was wrong with the watch.  It is only because I opened this complaint that I've received the little bit if information I have. This watch was treated with care and never exposed to water and worn once a week, at the most.
  

   

   

   

   

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

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

  Customer response

  12/28/2023

  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 already gave this business the chance to fix this watch. It has stopped working three times in the last ************************************************** not, it is incumbent on them to be sure that what they are representing on their website is in fact, what they sell to customers. The product listing did not note any flaws. Collectively, this watch has either been not keeping time or was in their hands for repair for months. I do not have money to throw away, and I resent them trying to push me off by insisting they get yet another opportunity to repair the watch. They still have not told me what they did to it the last time, which is so frustrating. Why won't they reveal the diagnosed issue when it was in their hands the last time? Or whether any parts were replaced? There is a blatant lack of transparency here. And after all that, it stopped keeping time once more. And now they expect me to send it to them again? Per their customer service department, repairs take up to 12 weeks. I notice that they no longer sell this brand of watch on their website. I wondered why they didn't offer to replace the watch with a new one and now I know why. In short, I just don't trust that they will fix the watch for the long term and I don't feel my purchase is protected.
  

   

   

   

   

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

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

  

  Business response

  01/09/2024

   

  We sincerely apologize for any inconvenience caused by the repair issue with your watch. It's important to note that we do not manufacture these watches; however, we are fully committed to standing behind the products we sell.
  To expedite the repair process, kindly open a repair authorization on our website following our repair policy. Once initiated, we will promptly inspect and repair the watch, ensuring it is returned to you in optimal working condition.
  Your satisfaction is our priority, and we appreciate your understanding in this matter. If you encounter any difficulties or have further questions, please don't hesitate to reach out through our customer support channels.
  Thank you for your continued trust in our products and services.
  
  Sincerely,
  ***

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 3/1/2023 for $1275. The item has not been delivered as of 4/25/2023. Communication has been severely lacking. I want compensation.

  

  Business response

  04/25/2023

  We are sorry for the inconvenience this may have caused, we source our watches from *********** and unfortunately sometimes they get delayed beyond our control, we get no joy misleading our customers and work very hard to provide the most accurate information as we receive it from our suppliers. We received a lot of Tissot yesterday please check if there might be another model that would work for you. 
  Again we are really sorry for all the trouble caused.

  Ben

   

  Customer response

  04/25/2023

  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:

  The item was shown as shipping in 2-4 weeks when I bought it on March 1st. Watchmaxx never once reached out to me to tell me there were delays and never offered a refund even pushing 60 days. I sent multiple contact requests and heard back infrequently and often with misleading information. I have finally submitted a cancellation request, but am still waiting for my money to be returned or I will have to issue a charge back on my card. The lack of communication, misleading information, and holding my money hostage is unacceptable. 

   

   

   

   

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

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

  

  Business response

  04/25/2023

  **** had comminication with the customer on  March 14 and again on April 4 staing both times the watch is still delayed by a couple of weeks as per our supplier. We did not charge the card as we only charge when we ship it's our company policy. 

  
  We do apologize for any inconvenience we may have caused! 

  *** 

   

• Initial Complaint

  04/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a watch from Watchmaxx on March 1st with an expected delivery of March 17th to April 1st. April 4th,5th,6th, and 7th I reached out to Watchmaxx saying this had an expected delivery of March 17th to April 1st and the watch still has not been sourced. All 5 times I spoke to WatchMaxx the customer service reps gave me a different story. This business is a scam. I bought it a month ahead of the expected delivery because the watch was supposed to be a gift. I am forced to not give the gift anymore due to the delay in shipping and incurred additional costs from WatchMaxx. I want them to send me a new one of the same model ASAP.

  

  Business response

  04/25/2023

  We are sorry for the inconvenience this may have caused, we source our watches from *********** and unfortunately sometimes they get delayed beyond our control, we get no joy misleading our customers and work very hard to provide the most accurate information as we receive it from our suppliers. We received a lot of Tissot yesterday please check if there might be another model that would work for you. 
  Again we are really sorry for all the trouble caused.

   

  *** 

*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. ↩