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:03/23/2023

  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 purchase an Oris ************************* watch in June 2022. It never functioned properly and was returned to Watchmaxx on 3 occasions. Each time the watch was returned to me it was not working properly. I brought it to an authorized Oris dealer/repair shop who informed me that they would not be able to fix it as it was not obtained through an authorized dealer and that the movement needed to be replaced. I offered to pay for the repair but was told that was not possible as the only available movements are saved for authorized purchases. I informed Watchmaxx of this and requested a refund, credit. or replacement. They agreed and had me return the watch to them. As per usual over the last 10 months, emails, phone calls, attempts to speak with a supervisor, etc. are unsuccessful. I have spent over $3000.00 on this watch that has never worked properly and am unable to do anything about it.

  

  Business Response

  Date: 04/17/2023

  We sent a replacemnt and it was deliverd 3/31, 

  Customer Answer

  Date: 04/20/2023

  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 becauser Answer Here]

   

  I have received the replacement watch. It appears to function properly when manually wound but stops if left to automatic winding despite constant wearing of the timepiece. This is clearly a defective watch but a great improvement over the last one. 

   

   

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

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

  

  Business Response

  Date: 04/20/2023

  We tested the watch before it shipped and it was working perfectly, the cuatmer can send it back so we can see if there is currently a issue. 

• Initial Complaint

  Date:02/22/2023

  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.

  Order # ****** Date: 02-10-2023 Per list it states that this watch comes with box and papers and with 100% authentic, brand new merchandise, complete with the manufacturer's packaging and a minimum 2-year guarantee. Now when I got the watch it only came with the box and no papers meaning original warranty card which would show the date of the watch and SN. Also the website says minimum 2 year guarantee and then I am now told only 1 year. So this is very misleading and they are no help in trying to resolve this issue.

  

  Business Response

  Date: 02/24/2023

  As, clearly listed in multiple locations on our website (shown in the complainants screenshots as well) Our watches come with a watchmaxx warranty, and not the manufacturer warranty. - additionally, the watch was not listed as a brand new watch - it was listed as a store display model, which is listed with a 1 year warranty through watchmaxx.

  The details are part of the terms and conditions that the buyer agreed to when placing the order. If the watch has not been worn, the buyer is welcome to return the watch per our standard return policy.

  Customer Answer

  Date: 02/27/2023

  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]

   As listed in the screen shots I have attached the listing does say along with many parts of their website that they sell 100% brand new watchs and offer a minimum 2 year warranty  also in listing that was attached says box and palates  so this is a lie from the company  

   

   

   

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

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

  Customer Answer

  Date: 03/09/2023

  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]

   

  As attached again above and circled, the watchmaxx guarantee

   states 2 years along with box and papers  which again in any watch world means warranty card so I can prove the year and that this watch is real before I have to get a lawyer involved  

   

   

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

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

  

  Business Response

  Date: 03/10/2023

  like we said numerous times we write specifically on the item page watchmaxx warranty, if the customer is not satisfied he can return it as long as it was not worn.  

• Initial Complaint

  Date:01/17/2023

  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.

  I placed an order for a watch from Watchman on September 9, 2022 for a limited edition Oris ************************* watch in the amount of $2865.00. I utilized Affirm and financed the purchase of this watch. The watch was delivered on 9/12/2022, but within a day or so, it appeared the way was defective and it was not keeping time. I contacted Watchmaxx to inform them of the issue and they advised me to return the watch for an assessment or repair. Honestly, I did not agree with this resolution after only owing the watch for less than 48 hours. The watch was returned and received by Watchmaxx on 9/14/2023 for them to access the issue and determine a resolution. In the interim, I also opened a dispute with ******, being the watch was being financed via a loan with them. One issue I cited, the watch was sold to me as new, but when I registered the watch with the manufacture, Oris it indicated the watch was sold and registered 12/2021. After watch about 2 months waiting for a dispute decision from ******, the dispute was not found in my favor. I contact Watchmaxx regarding the return status of the watch. ******** was contacted on 11/25/2022 to inquire about the return of the watch. The status on the website indicated the repair was completed on 11/17/2022 and returned to them. When inquiring about this, I was told they did not have any information and they would research the status and get back with me with in a few days. Several day had passed and I did not hear back from Watchmaxx. I again contacted them for the status and to no avail, I did not receive a response. I have attempted to call them on multiple occasions as well as I have sent them numerous emails requesting the status/the return of my watch, or a credit to be applied towards a watch of my choosing.Monthly I continue to pay the loan for the watch obtained via Affirm, and Watchmaxx has been paid fully by them. Watchmaxx has been made whole for their product, and I have nothing.

  

  Business Response

  Date: 06/19/2023

  To Whom it may concern,
  As the manager of WatchMaxx.com I just came across this complaint that was never answered.First I want to apologize for not answering this complaint in a timely manner, Please let me know what I can do so you have pleasant experience with WatchMaxx.com. We are truly sorry.

   

  Ben

  Customer Answer

  Date: 06/20/2023

  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:

  [Even though the Merchant responded and expressed he is willing to do whatever it takes to make the situation right, he has not offered a tangible solution.  In the 10 months since purchasing this watch, I have called monthly, left voicemails for Mr. *** and I have even sent a certified letter seeking the status and all have gone unanswered.  I would love to resolve this and close the complaint.  My request at present is a full refund  If Watchmaxx issues a refund this would satisfy me.

  I have provided Watchmaxx with what I feel is a fair and reasonable time to have had the watch repaired and returned to me.  I was even willing to settle for a store credit, but each option and request went unanswered.  I honestly look foward to a resolution.

  V/r,

  **** ]

   

   

   

   

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

  Customer Answer

  Date: 08/04/2023

  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:
  

  
  

  Good Morning *** ********

   

   

   

  WtachMAxx continues to play games with this process.  They stated they emailed me and I never responded to their email.  Upon receiving this email  notice from the BBB, I contacted Watchmaxx this past Monday, July 31, 2023.  I spoke with a member of the customer service team named ******.  I provided him with the details of why I was calling and he informed me they had emailed me to confirm my mailing address.  In seaching my emails and spam, I saw no such email and provided him with another email address to which he could mail me and I would respond.  Upon doing so, I did receive the mail and responded with their request to provide my return mailing address.  

   

  A confirmation email was received and I was informed this information would be passed along to the repair department and I would be receiving a shipping conformation number.  

   

  On 8/3/2023 I again called to inquiry on the status because I had yet to receive the shipping confirmation and again I was told they would get this right over to me, but I have yet to receive acknowledgment of the watch being shipped.

   

  At this point it has been nearly a year since the watch was returned and Watchmaxx continues to avoid doing the right thing by me.  If they are in fact in possession of the watch and are prepared to ship it…, I am asking the BBB to intervene and have them provide you with a tracking number as a means to confirm the item is in route.  

   

  Only once I receive the watch in my possession will I consider this complaint closed.

   

   

  I again thank you for your assistance and have a great day.

   

   

   

   

  V/r,

   
  
  ** *******

  
  

   

  
  

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

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

  

  Business Response

  Date: 08/22/2023

  We shipped the watch back to the custmer 

• Initial Complaint

  Date:12/29/2022

  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 valuing $4,200 on 12/16/2022. Received the watch on 12/19/2022. I returned the watch on 12/22/2022 and have yet to receive a refund. The company is not replying and trying to keep the watch and the money. I have proof they acknowledged that they are in possession of the watch and I have tracking info as well.

  

  Business Response

  Date: 01/03/2023

  To whom it may concern:

  we apologize for any inconvenience, your order was refunded.

   

  Regards,

   

  *** 

   

   

• Initial Complaint

  Date:12/15/2022

  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.

  I purchased a watch from watchmaxx.com on November 25th. Upon delivery I put it on and instantly saw some defects, which I notified the business about. I let them know the watch was not functioning properly and was delivered damaged. I was told to place a request for an exchange, which was subject to restocking fees and additional price increase should the price on the site have changed. I had to initiate the request and pry at the business to get them to process the "exchange".This is a completely unacceptable business practice and is predatory in nature, as they did not fulfill their obligation of delivering a functioning watch. The business is adamant that this is the route that is taken to deal with this issue, and I believe this goes against consumer rights. Can you please assist?

  

  Business Response

  Date: 12/15/2022

  Hi ****,

   

  I reviewd all the email comunication you had with our reresentivitve and we agreed to exchange the watch once we reveice this back. We did not mention anything about a restocking fee?

   

  reagrds,

  
  ***

• Initial Complaint

  Date:11/28/2022

  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.

  On 11/14/2022 I ordered a ******* watch model number ************ advertised on their website for $1500 . On 11/13/2022 I received a ******* watch Model number *********** . I called them a told them of the problem and was told to send a photo of the front and back of the watch and it would be replaced. When I spoke to them on 11/25/2022 they told me it was the same watch and if I don't want the watch return it. All I want is the watch with the model number I ordered. I did see the one I ordered advertised for a $2295 on their web site on 11/25/2022.

  

  Business Response

  Date: 11/28/2022

  Hi *******,

   

  as you emailed this morning "   After speaking with you a few times I called ******* watches and they told me the watch model MW06G1A1018 which you sent me is sold as the watch only without the band. I am inclosing a photo they sent me. I do not want a refund all I want is the watch with the model number I ordered. I do see it on your website today but at a higher price.
  
  **************************************; "

   

  The watch we shipped you is the watch you ordered as you stated above that ******* confirmed it, as seen in the above email you sent us this morning.  The way ************************* watches is, there is a model number for the head and a model number for the bracelet.

  Please let us know if we can further assist you.

   

  ***

   

  Customer Answer

  Date: 01/27/2023

  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]

   The watch still has a different model number and its not the model I ordered. You still advertised the watch with the model number I ordered on your web site bot at a higher price. the list price tag on the one I received was $1895 the list price on the one I ordered is $2295.  Not the same.

   

   

   

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

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

  

  Business Response

  Date: 02/13/2023

  The manufacturer - ******* - sells watches in 2 parts, the head, and the bracelet or strap. - there is a retail price and model number for both parts separately, but once combined the model number and retail price are exactly what the customer ordered and exactly what the customer received

• Initial Complaint

  Date:10/12/2022

  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.

  I was sold a fake luxury watch that was tempered with. I have proof via email where *** asked them prior to purchasing the item if the diamond bezel on the watch is original and they said yes. Emailed attached at the bottom. When I received the item, it was clear that the lied. Now they are saying just bc they added the diamonds afterwards themselves it doesnt make it fake!!! Is that a joke?! Upon confronting the seller they hung up on me and upon return, I was charged a hefty restocking fee. Been a waste of time disputing it with the cc company. They cant continue to scam ppl and try to get away it! I need a full refund. They cannot lie and sell a fake item and upon return charge a hefty restocking fee on top of it.

  

  Business Response

  Date: 06/19/2023

  To Whom it may concern,
  As the manager of WatchMaxx.com I just came across this complaint that was never answered.First I want to apologize for not answering this complaint in a timely manner, the watch purchased is an authentic watch with our own custom diamond, I apologize that we werent clear enough and would like to make it up to you, so you think differently of our company. We are truly sorry.

  ***