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Business Profile

Watch Manufacturers

JBW

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Watch Manufacturers.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 reached out to JBW to get a change of delivery address (less than 30mins after confirmation) they said they couldn;t change it because it was already shipped. The encouraged me to reach out to *****, ***** pretty much saying they have to call and change the address..They wont

  • Initial Complaint

    Date:09/10/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    14 Aug 2024 I reached out to company to get my watch fixed, mailed it to ****** address, Sept 5 2024 was told watch was ready and and I would receive an invoice to pay, once I confirmed my shipping address, I confirmed my address 3 times without response or invoice,, I would like to complete this transaction and receive my property so I can enjoy it.

    Customer Answer

    Date: 10/09/2024

    The business responded by returning my property 

  • Initial Complaint

    Date:08/19/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 my first timepiece on 8/5/24. I paid extra and was supposed to receive it on 8/7/24 but instead received it on 8/8/****** WEEK LATER on 8/15/24 I noticed a diamond was missing. I had only worn the watch twice. I sent a message on the website and have not heard back from anyone. My watch should not be losing diamonds after two wears and one week of ownership. I saved for this watch and this should be replaced or a refund issued.

  • Initial Complaint

    Date:05/04/2024

    Type:Billing Issues
    Status:
    Answered
    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've never purchased anything from JBW in the past and I keep getting notifications of attempted charges from them

    Business Response

    Date: 05/20/2024

    Hello ******, 

    Apologies for the delay in response. We have not had any prior communication from you from our support platforms. 

    In order for us to locate these transactions we will need more information from you. Can you please provide the dates in which these transactions were attempted. 

    Can you also confirm no fund were withdrawn from your account? 

    We look forward to hearing from you.

  • Initial Complaint

    Date:04/16/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 March 25, 2024, I reached out to JBW for a watch and bangle set that I was gifted not even a month after having delivered. I reported to them that the diamonds were coming out already! The clarity of the diamonds were horrible, looked cloudy and provided pictures as to which they agreed on the defects. I wanted a replacement or refund. After requesting, they sent me a link to the return and offered to send me a replacement. After asking for a refund and not getting anywhere, and they wouldn't even exchange the set, they stopped responding. I have yet to hear from them about my return/refund. At this point, I do not want any of the merchandise and just want my money back. This is my first time buying myself quality jewelry and it literally was c*** !

  • Initial Complaint

    Date:04/08/2024

    Type:Delivery Issues
    Status:
    Answered
    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 JBW watch product # ************ on 4/2/2024 and haven't received my order or any information about it, ***** says they have a shipment order but no package, and JBW isn't answering my emails. I just want the product that they said would be here in two days. I paid money for it to arrive early and it has been a week and it hasn't left their facility, but they have my money! Either send me my product within the next two days or refund my money! Also, that fake customer service number that rings for two to three minutes and then disconnects shows how much they are playing with you and your money.

    Business Response

    Date: 06/05/2024

    Hello there, 

    We recently received your letter regarding this complaint which resulted in a very delayed response. We apologize for this inconvenience.

    I've attached a communication thread between Rufaro and our ************** Rep. *** rep had been responding the same day if not the following day, addressing the concerns ****** was bring to her attention. 

    I can confirm that the order in question was successfully delivered on April 10th under tracking: ********************************************************************************************

    Regarding the timeframe. Sometimes orders can take up to 2 business days to process. Given that your order did not arrive within the timeframe you selected. I've gone ahead and reimbursed you your shipping costs. 

    Please let us know if you have any further questions or concerns. 

     

  • Initial Complaint

    Date:03/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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 bought the jet setter watch and when it arrived it wasnt working. I returned the watch and reordered it. When the reordered watch arrived it was not working either. I still havent received my refund for the first watch I returned. Its a beautiful watch but Im very disappointed in the fact that *** ordered it twice now and neither watch worked.

    Customer Answer

    Date: 04/30/2024

    the batteries in your watches are dead, there are not crowns to keep the button up, so they are just ticking until they die and when they are shipped to the customers, the watch arrives dead. 

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 Reserve Chandelier R6370D for $907.50 on 1/14/2024 with expedited 2 day shipping. Tracking number ************. The package hasnt moved since 1/17/2024 and shows in ***** as delayed. I have emailed the company 3 times now. The first time, I was told that it was delayed and they would provide an update when they had one. I was refunded the expedited shipping fee. I have also tried reaching out on ******** messenger and have called the numbers I found for the company online to no avail. I would like for another watch to be sent out.

    Business Response

    Date: 01/26/2024


    Hi *****,

    Thank you for reaching out. We truly understand your concern regarding the delay in your order. We sincerely apologize for any inconvenience caused by the ***** situation. As per our policy, we are unable to create a replacement while the tracking number still shows recent updates.

    Tracking on your package has updates as of today January 26th. Tracking: ********************************************************************************************

    We'd also like to note that there is currently a winter storm in *******, ** causing major delays in delivery times. You can find an article on this here: **********************************************************************************************************************************************************

    Please be assured that we are actively monitoring the situation, and ***** has confirmed that your order is on its way to you. We've already reimbursed you for the shipping. We appreciate your patience and understanding as we work to resolve this issue. If there are any further updates, we will promptly inform you.

    Customer Answer

    Date: 01/28/2024

    I have reviewed the business response and accept this resolution. 

  • Initial Complaint

    Date:01/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Paid 860 dollars for a timepiece only for it to show up not working. Tried contacting JBW and recieved no correspondence. Was a big JBW supporter but this has changed my views. Horribly let down...

    Business Response

    Date: 01/18/2024

    To whom this may concern: 

    Enclosed is documentation illustrating our prompt responses, consistently within a 24-hour timeframe, to the customer's inquiries regarding their order from QVC. It's essential to note that QVC operates independently from our web orders so our solutions are very limited.

    Recognizing the inconvenience experienced by ****, we have extended the option of a complimentary repair to make up for the inconvenience they've experienced. Our commitment to swift resolution remains our top priority.

    Please be aware that our current response time is within the range of ***** hours. Our team works very hard to adhere to this timeline in addressing customer concerns.

    Thank you for your understanding and cooperation in facilitating the resolution of this matter. If there is any further documentation needed please do not hesitate to reach out. 

    Customer Answer

    Date: 01/19/2024

    The company got into contact with me after my BBB review and offered to inspect and repair st absolutely no cost to me. I ended up taking it to a professional jeweler here in the town I live in to have the battery replaced and it seemed to fix the problem. I'm still waiting to hear if they will reimburse me the money since it arrived not working. 

    Customer Answer

    Date: 01/24/2024

    I am rejecting this response because:   

    The company got into contact with me after my BBB review and offered to inspect and repair st absolutely no cost to me. I ended up taking it to a professional jeweler here in the town I live in to have the battery replaced and it seemed to fix the problem. I'm still waiting to hear if they will reimburse me the money since it arrived not working. 

  • Initial Complaint

    Date:01/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought a JBW watch using Klarna, the watch in short was terrible with a clasp that snagged your skin and made it to tight to wear. I submitted a request for a refund days after, and then shipped the package accordingly, keep in mind, JBW didn't even pay for the return of the item, but seeing how they do business it makes sense why. Nevertheless, the returned watch has been received by them since Jan 2 ****, which coupled with the shipping process, has taken them so far 13 days, and they still havent processed my refund. *** reached numerous times since then, and they havent responded. *** also asked ****** whether they knew whats going on, they said its unusual for a company to do this, and they also said they processed the refund on their end on Jan 1, but it still needs to be confirmed by JBW. Im demanding a refund for the purchase and an apology for the lack of professionalism.

    Business Response

    Date: 01/30/2024

    Hello ********,


    Upon inspecting your return we noticed it was severly damaged with scratches all throughout watch which could have resulted from the sizing that was attempted. Due to the experience you shared we went ahead and honored a one time exception of your damaged watch. Should you ever run into a sizing issue please reach out to us for assistance so we can offer you the best sizing solution.

    Ive gone ahead and processed your refund on January 12th. We kindly ask that you allow 2-5 business days for it to post to your account. Should you have any further questions do not hesitate to reach out.

    Thank you and have a wonderful day.

JBW is NOT a BBB Accredited Business.

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