Watch Repairs USA
Reviews and Complaints

I wish I knew about this complaints, I would’ve never sent my watch which was panarie , watch beside the value $14,000, was very sentimental gift from my deceased father,who gave it to me about 15 years ago and I send it for service and they send me estimates for me for $1100 which I paid them for repair last year and I keep calling and emailing ( have a record of all my calls and emails) them too. When you gonna send me my watch? finally Sandy I spoke to Sandy I spoke to Ann, after months six months later, they told me they’re going to send it to me and require a signature which is normal for the $14,000 watch and they claim they send it to me and in the estimate and contract I have, indicated maximum $5000 insured my watch with UPS or FedEx apparently the shipping I don’t know what happen to my watch they have the watch somebody from shipping took my watch?. They said UPS deliver UPS admit I spoke to numerous manager (I have the name and the date I spoke to them )they said we lost it. I spoke to UPS on the phone And UPS manager indicate to me exactly. He’s on wart , the driver did not follow the instruction exactly the word of UPS driver did not follow the instruction, and guess what? watch repair USA they did not insure my watch so UPS send them $100 instead of $5000 . What does it say?UPS admit they didn’t deliver that’s why they paid watch repair USA $100 not 5000 because they forgot to insure my watch WOW . .NOW they don’t wanna cover my watch with their insurance or whatever replace my watch they don’t! they don’t want to take responsibility .!so I keep calling talking to Sandy, Ann and leaving numerous messages for RANDY , Still NOTHING. Eventually I get a hold of Randy after 8 months who is the owner of watch repair USA said he will take care of it. Nothing At least he could do to just have his insurance coverage cover my watch but they don’t care they don’t care about sentimental about your watch or about your personal belongings and property they don’t they don’t , so eventually I had to file complaint with the court and I find out the watch the model I had minimum is $8500 plus I paid for legal and courthouse expenses and then he offer me $3000 for $8500 plus legal cost . Why these people still running the business court and government they have to close their business and they have to pay for their mistake and they have to take a responsibility for their mistake. It’s a big shame I don’t know WHY still in business ? If I would search before and see all this complaint from years ago I would never send my watch to this company NEVER. All the time I spent every day to calling all the frustration? Seriously? , they should not only pay for replace your watch or paid a value of your watch. You have to file a complaint for punitive damage in your emotion, your body everything what is stress they give you and what you’re going through. i’m trying to reach out to all the website for complain and find a complaint against this company. This is a shame.

Please pay attention and read the Copy of estimate, I attached bottom of the estimate they (watch repair USA )said shipping $5000 declare value, with signature required.

They are a scam.

I sent my watch into them for a crystal repair. That is the only thing that was requested. after about 2 weeks I finally got a response in my email that they received it. With an "estimate" which included things I did not ask for. They tried to charge me for a "total overhaul" in which they wanted to take apart the movement, clean old oil out and re-oil, replace parts as necessary and reassemble and time test for 72 hours. None of which were requested. And for this they tried to charge me 300 dollars. on top of the 100 dollars for the crystal repair, and my watch was 450 dollars brand new.

So these people wanted me to pay 400+ dollars for a repair on a 450 dollar watch.

When I declined this estimate and told them that I did not request that and only wanted my crystal repaired. I received a response from the woman "Sandra" with one line.

"thank you for your email. I am sorry, The technician does not do partial repairs"

This company is an extortion company and will try and charge you for unneeded repairs and when you refuse these repairs, they will tell you that you have no other option but to pay for them or pay for the return shipping for your watch back.

Do not use this company.

I shipped my Raymond Weil watch to you on December 4th 2022. It was received by Horgan on December 12th. The requested service was battery replacement and Tune Up/Polishing. As of today, January 4th 2023, I have not received any communication from your company. According to your Shipping Instructions, which I followed, you would be sending me a confirmation e-mail of receipt. Then after you evaluate the watch you would be sending me n estimate via e-mail of the cost for the replacement/repairs needed.

I have not heard anything from your company and would like to know the status please. I have no way to call you since there is not a number to call that I can find for your customer service. Please contact me at [protected].

Kind regards,

Michael Dattilo

This company has been holding my watch for four months only promising to send it yet. I paid in full only to have a case replace and I sent the replacement case.This watch retails is about $11,000 value today About 3000. I have all the receipts and response from the email of my proof that I paid in full very hostile people to deal with watch repair USA Illinois is the company

Andrew Lockhart

I sent my watch for estimate in the beginning of September with the estimate of 8 weeks repair. From the beginning of November, I am trying to understand the status of my watch and estimated repair time. I keep getting responses from Sandra that she is checking it with technician. No updates, no estimates. You are sending your expensive watch nowhere.

this is the 5th Time I am calling about a warranty repair. Every time I call I am being told they will check with the technician and they will get back to me in an e-mail.The answer I get, it will be ready in 2 weeks every time. For it to be high priority I've been waiting for it since June. If the watch does not get fixed soon, I want the watch back asap, repair or no repair. Pablo Rivera #345308

Repair number: 346013 (women's Movado watch with band was mailed to Watch Repairs USA for repair of the band alone.

Signup date: 7/8/2022

Service requested: band repair/replace

UPS tracking number: 1Z3662A5YN95325739

Delivery date: 8/16/2022 11:03 am (package lost).

Weight of package: 1oz (proof that there was no watch in lost package or envelope because the package with the watch and band would weight much much more.

Company's Randy Hogan's response on 9/8/22: I am sorry for the loss of this timepiece in the delivery by UPS. We have started a claim with UPS and will act as the middle man for this process. When we file claims with UPS they can take some time. Typically 60 - 90 days. I request that the company returns to my wife a Movado watch with band of equal value or pay $1500.00.

Order# 336050

I sent in my wife's watch and was told it was expected to be repaired and new watch band installed by 04/08/22.

We received an email from "Sandra" on May 31, 2022 stating that our her watch had been repaired, and was sent to Quality Control. I was told once everything was okay and working, it would be taken down to the shipping department and we would be emailed that it was on it's way. It has now been one month past that date and there have been 3 emails sent inquiring about the status, and no replies have been sent to me.

I am not impressed that the website does not provide a phone number with which to contact someone.

I would like the status of the repaired watch and new watch band with the metal Mickey Mouse's afixed on each side of the band

Todd Londerville

I forwarded my expensive Ebel watch to them 2 months ago to replace a battery only. I kept trying to contact them to see the status of the battery replacement and they kept stating that it had not been seen by a technician and they would send an estimate when a technician looked at the watch. I kept sending emails that all I wanted was for the battery to be replaced nothing else. Well, they sent me an estimate for $650+ dollars stating it needed to have general maintenance performed. I stated no, all I wanted was a new battery that maintenance had been done within the year. They responded back that they do not do partial repairs and they would not replace the battery. They then stated in was $70 to send the watch back to me by UPS and I had to pay before they sent me back the watch. They informed me that it would take 7-10 days before they could ship it back to me. This company is fraudulent and will hold your watch hostage, that is, if you get it back. This is a very expensive watch and I am not sure that they will actually send this back to me. I will be contacting the police department in Schaumburg to report this incident tomorrow. Based on the value of the watch this will be a felony conviction.

Sent to Watch Repairs USA, my assembled and working Hamilton hunter style pocket watch in for a cleaning and to see if they could look at the Crystal that seemed to occasionally pop out of bezel. I received a estimate from them for $759 for a complete restoration. I told them just send it back and not to do any work on it. When I received it back, it was dis assembled. I took it then to a local watch store that cleaned it and reassembled my watch for less than $200. All it needed was a cleaning. WARNING, DO NOT SEND YOUR WATCH TO WATCH REPAIR USA!

Sent my Glashutte Original watch in for repair on recommendation from a local watchmaker. Granted the watch had moisture inside so I wasn’t phased by the nearly $1200 quote. Sent the watch in mid June, received it back in August, the crystal was replaced,as requested, though it was an awkwardly large dome, (obviously not an OEM component) so I sent it back them and received the watch back mid September. This time after 2 days of wearing the watch the bezel fell off, without me noticing, luckily I noticed and found the bezel at the end of the evening, the bezel was scratched up from the concrete floor. So once again I sent the watch back,also requesting a polish. When the watch finally came back the entire watches surface was polished off. Originally the watch had 2 surface qualities, polished and brushed steel. Watch Repair USA completely polished the entire watch with no regard to the watches original appearance. To my eye this completely ruined the aesthetic of the watch. When I contacted Watch Repairs USA back they suggested I send the watch back for warranty repair. I asked to talk with a technician so they could explain exactly how they would fix the issue and retexture the watch. I was told they would get back to me. It’s been over a month with no response. I’ve called twice and the only response I get is “We are waiting to hear from our technicians” as for emails, completely ghosted, no response. Finally took my watch back to the local watch maker, who is not a Glashutte dealer so can’t get parts, though he did resurface my watch. He also noted that the stem had some corrosion on it and a gasket was replaced wrong, which would affect the water tightness of the watch.

The work Watch z repairs USA did on my watch depreciated the value of my watch.

i got my estimate through email this morning and it is for a complete overhaul of my watch. i never requested a complete overhaul of the watch, i only requested that the crystal be replaced, and a new battery be installed. i indicated all of what i wanted repaired on the form i sent with the watch when i mailed it. i call your customer service number today to talk to a rather rude lady and i tried to explain to her that i only wanted the crystal replaced and a new battery installed. she told me that the company does not do partial repairs. i then told her that is very misleading because if the company does full overhauls of watches only, then what was the purpose of me filling out a form showing the specific services i wanted completed ? she then repeated that the company will only do full repairs on watches and that " its just how it is!". she also mentioned that to many customers have complained in the past about how they requested specific services from the company, the customer gets their watch back in the mail and it still does not work because the customer did not pay for the right service to get the watch working.

she then told me that my watch was not currently in working condition even though i know for a fact it was working when i put it in the mail despite the crystal being cracked. i then became very angry and told the customer care rep that i wanted my watch shipped back to me. this is not what i want. what i truly want to happen is i only want the watch shipped back to me if the company is unable to only replace the crystal and install a new battery. i am only willing to pay for the services i requested on the form when i shipped the watch to the company. please contact me to let me know if the company will be able to replace the crystal and battery only.

I sent in my hamilton automatic for tune up(runningfast), cleaning and new glass, weeks turn to months, overcharged for repair, now having to send it back three times and it still runs fast? up to 8 minutes a day now? i've asked for a total refund, heard nothing back so far. Never get a straight answer? total lack of customer service and will not correct their mistake
this place is a rip off!

It's been over a year and a half and still no status or return, despite holding my money.

I have plenty of communications and documentation if you desire.

Any thing you can do to help would be appreciated.

As stated above the repair number is: #278957

A status of this pocket watch would be appreciated.

Thanks,
Don Ditter
[protected]@cyberchromeusa.com

YELP REVIEW
UPDATE (8/1/20):
This company deserves zero stars and I can't believe they are still in business. DO NOT USE THIS COMPANY.

This is a long review but want people to be aware of the ordeal that I endured so you can spare yourself the headache. I usually vet companies before doing business with them but given that I had tried a few places prior to Watch Repairs USA, and with no luck at a repair, I was relieved at finding someone who could repair my watch. However, it ended up being a huge headache and took months to get my watch returned. Lesson learned, ALWAYS read the reviews.

To others who are in California, a friend of mine is a prosecutor in the LA County prosecutors office and since they are doing business in California, she said a case could be brought against them in CA, especially if it's a high value item. So if you are in CA, private message me and I can pass along as I am pursuing them until I get a full refund.

TLDR: After stating they could repair my watch, they informed me 8 MONTHS LATER that they could not perform the repair even though I paid $350 in January. They had my watch for 9 months and they returned only after pursuing legal action. They have yet to refund my credit card and they charged $70 to return my watch to me.

Please see below for the detailed communication with them in trying to obtain the return of my watch.
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2/18 and 2/21: Contacted them for updates and received no response.

3/17: Reached out again and demanded the watch back and a refund.

3/18: Received an email that it would be an ADDITIONAL 4-8 weeks with a promised delivery date of 3/24.

3/24: Contacted them as no watch or status update on their website.

3/26: Past the promised delivery date and again asked for the watch to be returned to me. They responded that their offices were closed due to Covid. (Still doesn't explain why nothing was done from December to 3/24)

3/26: I sent the following email in response to their excuses:
What is the repair status of the watch? Has anything been done between 1/28 and 3/21 before the order (closing of non-essential businesses)went into effect? If not, why? Additionally, when the lockdown order is lifted how much longer will it take and what are the steps? Since I've already paid for the repair, I need you to provide a detailed update/explanation. You have had a $3, 000 watch in your possession for 4 months and I'm beyond concerned with your lack of communication and timeliness.

4/3: Received a response but it does not address any of the questions above (response below):
I will work to get you an update as soon as I can. Illinois, like California, New York, Michigan and maybe others is currently on mandatory non-essential business lockdown meaning that our office is currently closed and our staff is only working remotely until the lockdown is lifted.

Once this lockdown is lifted the team will be back to work in the office and I can get you a better update and get your repaired watch back to you.

Our building is a very safe building and all watches are locked in safe areas that cannot be accessed by anyone but our employees.

I am sorry I don't have more information at this time.

Randy

7/8: Reached out again for an update (no response)
Hi Randy -
I understand Phase 3 allowed for businesses to begin operating on 5/29, given that you are able to operate, can you please provide the status of my watch repair?

7/14: Reached out again for an update (you guessed it - no response)
Following up from the unanswered email from 7/8. Please provide an update ASAP.

7/21: Reached out again for an update
This is my third attempt in obtaining a reply regarding the status of my watch repair. You've had my watch since last year and have not replied to any of my last three inquiries. In effect, my watch has been stolen and if I do not hear from you today, I will be filing a report with the prosecutors offices in both Illinois and California and will pursue charges in order to obtain my watch back.

7/23: Received an email stating my watch would be repaired the following week

7/27: Received the following email
We have issued a refund for $279.97 to your credit card. Please allow 4-5 business days for this to show up on your credit card statement.
Refund Notes
We regret that the repair was not successful. This can be due to a number of reasons, most frequently to excessive damage, or an unavailable part. Your watch will ship back to you shortly.
Sincerely,
Watch Repairs USA Billing Department
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ORIGINAL REVIEW:
I sent my Michele watch to Watch Repairs USA in December. I received, approved and paid in full the estimate amount of $350 on 1/28/20 and was notified via email that it would take approximately 4 weeks for repair. As the 4 weeks approached, I continued to check the status of the repair with my case # online via their website. No updates around the 4 week mark so I emailed them regarding the status on 2/18 (no reply), 2/21 (no reply) and 3/17. I only received a reply back to my 3/17 email when I requested my watch be returned and my payment refunded. In their response back, they indicated that the repair would take 4-8 weeks, despite the fact that I have in writing a 4 week estimate. Their terms of service agreement does state that they do not guarantee repair time but what separates them from other vendors that use similiar boiler plate language is that most vendors do not abuse this policy. I can understand that delays that are out of their control can happen (part availability, etc.) but I still haven't been provided an explanation as to why they are so grossly over the promised deadline. An excellent company would proactively communicate when they're missing a deadline, a good company would at least respond to my 2 email inquires, and an inferior company would behave in the manner of Watch Repairs USA. Sadly, I did not read their reviews prior to sending my watch and wish I had, as excessive repair times and poor customer service seem to be standard for this company. Buyer beware.