Watch Repairs USA review: Scamming 1

If you’re reading this, I expect you have already decided not to trust your valuable timepiece to Watch Repairs USA. But just in case you suspect that these 1-star reviews might be unfair, let me tell you my story.

If you look back a couple of months you will find another 1-star review from me. Following a $903 repair to my watch (an Omega De Ville), the hour hand shopped advancing, and as I had only worn this watch half a dozen times during the year, I felt that it should be under warranty. I called WRUSA and spoke to Sandra Grady. Now Sandra gives the very real feeling of truly disliking customers. I got the impression that I had interrupted her in some way and she was both irritated and annoyed by my call. She’s an unusual choice to be the voice of ‘Customer Care’, but perhaps she’s the owner’s mother-in-law and he’s too afraid to fire her.

Sandra was very blunt. She wasn’t at all interested in my watch and its problem. She pointed out that it was 14 days after the warranty had expired and told me “Too bad”.

I wrote the earlier review. Several weeks later, there was a reply to my review from Watch Repairs USA LLC (owner) [Randy Horgan] which said “I have set up a warranty label that is in your email. Sorry for any confusion.”

I used the label to send my watch to them on 12/4/23. A few days before Christmas I got an email saying that they were preparing an estimate. I wrote to say that I was under the impression that this was to be a warranty issue. Ann Hines replied that it was indeed a warranty issue and that the email I had received was simply a ‘form letter’. 2 weeks after Christmas I received an invoice for $571.20 to repair my watch. I emailed WRUSA to say this was a warranty repair and Sandra replied saying it wasn’t. “Your warranty expired on 10/11/23”. I called, and Sandra hung up on me.

I sent several emails (all ignored) and more calls (straight to voice mail now) and, since it is plainly very hard to trust these guys, decided that surrender is my best option. I paid the shipping to get my non-working watch back. I’ve now spent over a thousand dollars on Watch Repairs USA and my watch is worse off than it was before I had ever heard of them.

Interestingly, the work performed (so they said) last year is very similar to the work they proposed to do this time. Even though the watch has run for less than 2 weeks since (they say) they serviced it 12 months and 14 days before. Strange that the “oils are dry”, “week amplitude” and the “self-winding mechanism needs rebuilding” again after so short a time.

This is a very badly run company that appears not to care about its customers as much as it cares about its customers’ money. They don’t do good work, or don’t do it at all, and charge a great deal (at least in my case) and then will not stand behind their work. I understand that a warranty period has an end date, but I didn’t expect the old “Bait and Switch”, leaving me where I was 6 weeks ago, but an additional $100 poorer.

It might come as a surprise to you that Watch Repairs USA has an F rating with the Better Business Bureau, even though getting an F is quite hard to do. It takes focus to be that bad!

Lesson learned, even if it was an expensive one – Always check reviews and BBB before doing business with anyone on the internet.

If you go ahead with these guys, I wish you the very best of luck. I think you’re going to need it.