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:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a watch when it arrived immediately noticed it was fake contacted customer service for return or exchange was asked to ship it back and provide tracking details. They received the item in return never refunded my money or shipped replacement. Had to dispute transaction with ****. This company sell fake replica items and take our money does not provide quality honest service. They were communicating until they received the item in return and have been ignoring me since not to refund my money.

  

  Business Response

  Date: 06/10/2025

  We have looked into your order and see that your order was already refunded since you returned the item. The refund was successfully completed on June 9th, 4 days after we received your item back at our location.

  We also would like to note that the item you received was an authentic Movado watch. The reason you decided to return your item was due to the item being too big, as you stated in your emails when requesting an exchange on May 20th. No mention of a fake watch being sent was ever communicated with our customer service team since we fully stand behind all of our products being 100% authentic. 

  As mentioned previously, originally you opened a rma for an exchange for another watch. You were told before the exchange was approved that the item you would like to exchange for was not currently in stock and would have to be sourced. You agreed to the wait time and your exchange was approved to be send back to us. On June 6th you reached out for an update on your exchange. Since your email was sent at 10:12pm on Friday June 6th our customer service team was unable to respond to you until Monday June 9th, since we are closed on the weekends. On Monday when our business was opened again our customer service team reached out to clarify that you still would like to continue with an exchange. You responded that you would like to be refunded and a refund was processed for you on June 9th. 

• Initial Complaint

  Date:06/08/2025

  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.

  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.  Watchmaxx is an amazing company and I give them a 5 star rating.  
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

  

  Business Response

  Date: 06/09/2025

  We understand that you experienced some difficultly with exchanging your watch. I have looked into your order and I see there was a misunderstanding regarding your initial request for an exchange.

  On June 4th you emailed our customer service team stating that you would like to trade in your watch. Since ********* offers a trade in program our customer service team thought that you were requesting a trade in and provided you with instructions on how to request that option. The trade in option is done through a 3rd party and so the process can take some time.

  All Watchmaxx orders have a 30 day return policy that is available to every customer as long as the security tag is still attached to the watch. Since you already removed the tag we can discuss if an exception can be allowed. In this situation, since you are still within the 30 day return period we can allow you to send the watch back for inspection. If the item is in new condition with no scratches or signs of wear, then we can proceed with an exchange for you. If the watch has signs of wear we can discuss what other options might be available for you. To request the exchange please email ************************** with the subject requesting exchange and your order number.

  We apologize for the confusion you experienced and hope to serve you better in the future.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 16, 2025 I ordered a Oris Aquis Date Automatic Black Dial Rubber Strap Men's Watch from Watchmaxx website. The total after tax with a promo code was $1575.06. The watch was delivered on February 19th. I did not get a chance to open it until the following Friday as it was an anniversary gift from my spouse. Upon opening and setting the time/date I found there was an issue with the watch as the date did not advance. I researched and found this has been a common issue with the movement in this particular watch. I contacted ********* on March 1 and followed their instructions for an exchange. The issued an RMA with specific instructions on 3/4. I followed those and shipped the watch back to them at my expense ($76) tracked and insured. They received the watch on 3/6 yet did not reach out to me. I contacted them on 3/9 and they asked for the tracking number. I transposed 2 numbers on the original email and got them the correct tracking number on 3/10. They responded on 3/11 that they were processing the exchange. On 3/12 i received an email requesting payment for $190.47. I emailed them back and explained that I had already paid in full and was expecting the exchange for the defective watch they had originally sent me. They responded on 3/12 that they needed to reach out to a supervisor for assistance with my case. I followed up again on 3/14 and they responded that their supervisor will reach out to them on Monday. It is now Monday evening and I still have not heard from Watchmaxx. As a customer, I should not have to chase them ******* an aside, the company's **** page offered me the same watch at a better price with a slightly different promo code less than a week later. When I reached out to the company to question this they sent me to Norton Shopping Guarantee which has been very difficult to navigate. The promo code was no longer valid by the time I was able to file the claim so it has been near impossible for me to provide evidence of the lower price.

  

  Business Response

  Date: 03/18/2025

  We deeply apologize for the lack of communication you received throughout your exchange process. We take customer satisfaction very seriously and will look into why communications weren't sent to you.

  As for your exchange, I am please to inform you that there will be no balance that will have to be paid. There was an error on our end and as you stated, since there was an issue with your original watch a new watch will be shipped to you for the price that you originally paid for. We apologize that you were not informed of this before Monday, however please keep in mind that our offices were closed on Friday March 14th and that could be the reason for the delay. In any case we would like to apologize for the fact that you had to chase us for an answer and will make sure to take note of that.

  In regards to your experience with Norton shopping guarantee, we do apologize on behalf of them for the difficulties in filing a claim. We would like to also shed some light on your question regarding the price difference on the watch you purchased. As you previously stated, the price difference was from our officail Watchmaxx website and our Watchmaxx listing on ****. We have different coupons that are only available depending on where you purchase the watch. We have different agreements with **** that can allow us to have bigger coupons on certain items. These items cannot always get the same coupon amount when purchased directly from our site due to various reasons. We do have Norton Guarantee that can help you with that, but as you stated that was very difficult to navigate, which we will also look into.

• Initial Complaint

  Date:12/03/2024

  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.

  ********* sold me a Tag Heuer watch. Had to send it into the manufactuer for repairs (Tag). Tag Heuer reached out saying my watch was a counterfeit. When i reached out to ********* they said supply them with the offical document from Tag and they would refund me. When supplied with the document, they ghosted me and never refunded me. They are selling counterfeit watches!

  

  Business Response

  Date: 12/18/2024

  We understand that you have encountered a rather disturbing problem when you sent your watch to be repaired by Tag Heuer. We understand that it may be frustrating to see the words "counterfeit" on a watch that you purchased.

  After reviewing the official Tag Heuer invoice that you provided I can see that Tag Heuer required proof of purchase to verify your watch. Since you purchased the watch from an unauthorized dealer you probably did not have have a sufficient proof of purchase for them. In addition, the watch was originally purchased in 2021 which means that the watch is no longer covered under Tag Heuer's 2 year warranty policy.

  In the case that there is something wrong with your watch, we would contact our dealers to activate the warranty via Tag Heuer so you would be able to send your watch in for repairs. In this case, since your watch was purchased over 4 years ago we no longer have records of the warranty card and it is quite possible that the warranty was never activated/registered with Tag Heuer.

  Therefore, it is very likely that Tag Heuer was unable to verify your watch from 4 years ago and so they asked you to provide a proof of purchase from them. When you provided that you purchased the watch from an unauthorized dealer they would have likely voided your repair request since the watch was not purchased through an authorized dealer as per their policies.

  We have been in business for over 20 years now, and have not gotten a complaint about an item that we sold being counterfeit. We do take these matters very seriously as we are a business that only sells 100% authentic products.

• Initial Complaint

  Date:10/15/2024

  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.

  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:

  On the website itself, in the return policy, it is written that when purchasing with a final discount, the return is 30 days. Look at the website itself, there is a note about this. And now in their letter they give an answer that it turns out that no return or exchange exists. This is fraud. In their answer to you, they wrote that all their products are of limited quality! There is nothing about this on the website, no information. And this is a direct way of misleading buyers, accordingly, this is fraud. There is no indication on the website that this sale of watches is the last sale and the watches are sold in as is condition, some manufacturing defects are possible, and so on. There is no information about the condition of the watches, whether they are new or used, in working order or sold for spare parts. Absolutely no information. And this is fraud. Misleading the consumer regarding the price, quality of the watch, its condition, operability. 
  There was no designation of last act or final sale on the website. The seller must indicate all this and the rules must indicate. Otherwise, this is manipulation and deception. 

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

  

  Business Response

  Date: 10/15/2024

  I have attached a copy of the email you received when your order was originally placed. Since the item was final sale, you were asked to agree to the terms listed in the email before we continue with your order. I understand that the final sale policy can be a bit unclear, and I'm happy to explain it further for you.

  A final sale means that once an item is purchased, it cannot be returned or exchanged for any reason, this also extends to cancelling your order. We have this final sale policy in place due to the special pricing, clearance, or nature of this item. These items are often marked down significantly or are limited in quality, which is why no returns, exchanges, or cancellations are allowed. While our policy states that we don't accept returns or cancellations for final sale items, I'd be happy to help you find a solution for your specific order. Please reach out to us at ************************** and we will see if we can make a one time exception to our policy and have your order cancelled for you. 

   

  

  Business Response

  Date: 10/29/2024

  If you look at the two attachments I have added to this response, you will see that one of them is the email that was sent to you that states that the item you would like to order is final sale. In this email you are told to reply to the email saying that you understand and agree to the final sale terms, which includes that your purchase is not covered under the standard Watchmaxx return policy. Included in this email is a link that takes you to the Watchmaxx site where you can find our return policy, which clearly states that special orders or items designated as final sale are excluded from the return policy.

  All of our merchandise are brand new unless they are marked as Pre-owned or Store Display. If an item is marked as Pre-owned or Store Display and you would like to know the exact condition of the item, you can reach out to us for more information. If the merchandise is not marked as Pre-owned or Store Display it means that that item is new and in prefect condition. If a new item is not in perfect condition we will replace it or refund your payment under the usual terms of our guarantee policy. Our guarantee policy does extend to any special orders or items designated as final sale, and it can be found on our website, along with our return policy.

  As for your request for a cancellation, we have cancelled your order for you. We apologize for any confusion in regards to your order.

  Customer Answer

  Date: 11/03/2024

  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]

  You know, all the conditions should be stated immediately, in a clear and understandable form for the buyer, not implying double interpretation, without any additional obligations, conditions. 
  the purchase should be clear from the very beginning, as soon as a person gets to your site. In addition, there is only one photo of the product on your site, which makes it difficult to determine the quality of the watch, its condition. I do not agree with the terms
  Please cancel my order. Thank you.

   

   

   

   

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

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

• Initial Complaint

  Date:09/17/2024

  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.

  They are not a customer-forward business. Whoever answers emails is extremely informal and borderline inappropriate. When you spend thousands of dollars, you want confidence in the seller. This seller does not give me any level of confidence. I am not the only one. Do a quick ****** search. Buy local, especially if you aren't located in the same country as this business. Terrible customer service, they ONLY work 4 days a week. Mon-Thursday 9-5 pm

  

  Business Response

  Date: 09/18/2024

  Thank you for your feedback regarding your recent experience with our company. We sincerely apologize if our service did not meet your expectations. We take customer satisfaction very seriously, and we regret that we fell short in this instance.

  We have reviewed the situation and are taking immediate steps to ensure that such behavior is addressed internally. Our goal is to provide every customer with a positive experience, and we will use this feedback to improve our service standards.

  We would appreciate the opportunity to make this right. Please feel free to contact me directly at ******************* so that we can better understand the situation and find a resolution that works for you.

  As for our current hours of operation; we are opened Monday-Thursday, 10:00 AM to 6:00 PM and on Friday we are opened from 9:30 AM to 1:00 PM. Unfortunately at this time we are closed on Saturday and Sunday, as well as Holidays. 

  Thank you for bringing this to our attention, and we hope to restore your trust in our company.

  Sincerely,

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

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

• Initial Complaint

  Date:08/26/2024

  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.

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