Watch Repairs USA

It was a smooth and organized process resulting in success!

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.

Had my Oris watch repaired for a ridiculous amount of money and an unreasonable amount of time only to find CONDENSATION under the crystal a few months later. Watch was obviously not sealed properly nor pressure tested before being returned. Contacted them immediately and they sent return label. ONLY to hear from them that the watch is the result of my leaving the crown open and that water seeped in! (Have had this watch many years and i would never do that!) Then they had the nerve to tell me it isn't covered by their one year repair and it would now cost me an ADDITIONAL exorbitant amount of money. Plus another $159 to have it cleaned and polished a second time! Or I'd have to pay to have it returned to me and skip the repair! REALLY? Paid again, and again, this took forever even after I was assured it was a HIGH PRIORITY repair! Now have the watch back and the original crystal had a magnifying lens over the date which the replacement does NOT! Would definitely NOT recommend this business! NOTICE THEY ARE NOT BBB recommended either! NOW YOU KNOW WHY!

It was a straight forward, clear process that was completed promptly at a price to which I had agreed.

I sent my Ebel watch to this disaster of a company in mid-June— my watch band/bracelet was broken and I was hoping they could fix it. I then spent the next 5 weeks emailing and calling to find out what the story was with my watch. Every time I called, I was told someone would call me back- and no one did. Finally I got Tom on the phone who said they couldn't fix the band but they were trying to local a replacement bracelet for me. I then called Ebel directly (which I should done to begin with) and was able to order a new bracelet directly through them. I then called back Watch Repair USA to ask them to send my watch back. Right after I asked them to send it back, I get an email from them with a price for fixing the band— even though they already told me it was not fixable. I then spent the next 2 weeks calling to get my watch back— it wasn't sent back to me until I threatened to call the BBB. Also, they charged me $76 to ship my watch back UPS. I just went to the UPS store and they told me the price to ship the box back was actually $12.05. This company is dishonest, deceitful, etc! Do Not Do Business With Them!

Sent them a detailed email of my dissatisfaction and got a reply that were glad I received my watch. No reply to the issues I have

Excellent service and perfect repair work. I've used them for years now, and I would recommend their service.

Not sure why all the negative reviews. Luckily I didn't read them until after I had already sent the watch in. I found my grandpa's old vulcain, manual wind chronograph. The watch had been sitting for 10 years and was not keeping time at all, the case was in bad shape and it needed a new crystal. I sent the watch in, and had great communication during the shipping / receiving process. I got an accurate estimate. It was not cheap, but watch repair is not easy. I can appreciate the skill (and risk) to open up an unknown watch with the promise to fix it. This isn't a warranty repair on an apple watch, this is like MAJOR heart surgery.

Watch was restored / rebuilt and returned within 6 weeks. The case was polished (looks awesome), crystal replaced (perfect) and the watch is keeping time. I couldn't be happier with the results. I am not sure if YMMV depending on which technician works on your watch. But I will not hesitate to work with WatchRepairUSA again. Be suspicious of these negative reviews... I have literally nothing negative to say.

TLDR;
They did what they said they would do, when they said they would do it. I am happy. 5 gold stars

Very pleased with the service and quality of the repair. The watch runs like new and keeps perfect time.

Sent my watch in waited more then 2 months, they never repaired the issue and charged me for something that I could of done anywhere

Repairs and cleaning were excellent...there was a long wait period (over a month)which I assume was the mfg. Fault in getting part to Watch Repairs.

FRAUD ALERT. BBB Rating *F*. 151 complaints in the last 3 years, including mine (Repair #*******). My complaint:

I sent my watch to Watch Repairs USA to be repaired on 17 Jul 21, and approved/paid for the repairs 4 Aug 21. The watch was returned to me 5 Sep 21. I immediately noticed day/date does not work, and it stopped working entirely within 24 hours. It was properly packaged and clearly not damaged in route. Even after calling, the company refused a refund and would only repair it under warranty. However, based on the many other BBB and internet complaints, the company appears completely untrustworthy. I could replace the watch for not much more than they charged to repair it, but I have worn it around the world, to include a year as an advisor in Kabul, Afghanistan. It has sentimental value far beyond its monetary value, and I have absolutely no confidence the watch will be returned, much less repaired. Returning the watch to me in such an obvious state of disrepair is tantamount to fraud, so I thereby request a full refund.
Sent: 9/30/2021 6:02:55 AM

BBB Response:

This message is in regard to your complaint submitted on 9/7/2021 against Watch Repairs USA. Your complaint was assigned ID *******.
Thank you for taking the time to inform us of your experience with this business. Please make note of the case number above and refer to it in all future communications with BBB® regarding this matter.

We regret to inform you that the Better Business Bureau has closed your complaint because we have not received a response from the business. The failure to respond to your concerns is taken quite seriously and may negatively impact their rating with BBB so that other consumers are informed.

You may also contact your Attorney General's Office, any regulatory agencies for this industry, and/or the Federal Trade Commission (ftc.gov) to file a complaint as well. Depending on the nature of your concerns, you may wish to seek legal advice.

Sincerely,

Customer Relations Representative
BBB of Chicago & Northern IL
330 N Wabash Ave, Suite 3120

I sent this company my vintage MOVADO watch for repair over a year ago (March 2021). I paid them almost $1,000 for service. Absolutely no follow up. No watch. Customer Service provides no information when I inquire. I get the same message over and over again. Half the time the messages contradict each other with regard to what the status of the repairs that I requested. I've requested my watch back several times along with a refund of all amounts paid. Goes unresponsive. I'm ready to call a lawyer. These people are crooks.

Proof of Purchase:
Estimate for Repair #*******

Our service technicians have examined your watch and determined it to be in need of the following repairs.

Brand: Movado
Notes: Complete servicing required for automatic watch. Oils dry, weak amplitude. Rebuild self winding mechanism. Replace movement parts as necessary. Refinish dial to best possible condition is optional but recommended. Crystal must be replaced to protect movement going forward. New band. Due to design of watch case, water resistant operation cannot be guaranteed. Due to the special nature of this repair, restoration is estimated to take approx 3-4 months to complete depending on availability of parts and service.

Service Description Price
Overhaul
1 Year Warranty
Full service overhaul - take apart the movement, clean old oil out and re-oil, replace parts as necessary, reassemble and time test for 72 hours.
Movement disassembly required in order to access affected components.

The following repair(s) will be completed during the overhaul process:

Repair and rebuild self-winding mechanism
Replace movement parts as necessary
Cleaning & oiling of the movement
Check parallelism between hands and dial
Calibrate and timing check
$499.99
Crystal Replacement
Replace crystal + installation.
$99.99
Restoration
(Optional) Refinish dial to best possible condition is optional but recommended (takes approx. 8 - 12 weeks).
$299.99
Bands / Straps
Replacement brown lizard grain band + installation. (Substitute)
$59.99
Tune Up
Ultrasonically clean case and band as complementary with overhaul.
$0.00
Subtotal: $959.96
Shipping: $21.69

Total:
$981.65
Abandoned Watch Notice: Watch Repairs USA is not responsible for watches left over one (1) year.

Watch Repairs USA
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I broke the stem (the exterior knob that is turned to adjust the time or date) off my $400 Cyma watch and sent it to Watch Repairs USA for an estimate on replacing it. They came back with a bid (see below) of $599.96 for "everything" they thought it needed. Mind you, it was keeping perfect time, I was having absolutely no problems with it. It had been overhauled just two years earlier, battery replaced 3 months ago, When I got the bid, I told them NO, all I wanted was the stem replaced. Even $99 for that seemed exorbitant. But, they weren't interested in doing such a small job. They offered to cut the $600 price by $70. I asked them to send it back. They advertise no charge for the bid or even shipping. They sent a free mailing label to ship it to them. BUT... if you want it back you have to pay $20.88 return shipping "and handling." Here's their bid:

Brand: Cyma
Notes: Update-$70 Courtesy Discount provided. Crown must be replaced to protect movement going forward. Complete servicing is required. Watch is not functioning properly and movement should be restored to optimal factory standards. Replace battery, gaskets and test water resistance. Approximate repair time is 4-8 weeks from approval. Polishing is performed as best as possible depending on watch finish and condition.

Service Description Price
Overhaul
1 Year Warranty
Full service overhaul - take apart the movement, clean old oil out and re-oil, replace parts as necessary, reassemble and time test for 72 hours.
Movement disassembly required in order to access affected components.

The following repair(s) will be completed during the overhaul process:

Quartz motor repair
Repair circuit board
Check parallelism between hands and dial
Calibrate and timing check
Cleaning & oiling of the movement
$499.99
Stem & Crown
Replacement lock down stem and crown.
$99.99
Battery Replacement
Replace with high quality, long-lasting battery.
$29.99
Seals / Gaskets
Replace gaskets and test water resistance.
$39.99
Tune Up
Cleaning and/or polishing performed as courtesy with overhaul depending on watch finish and condition.
$0.00
This estimate is still valid. Please send your watch back and reference previous repair estimate #******* to accept the estimate.

Subtotal: $669.96
Shipping: Paid
Discount: $70.00

Total:
$599.96
Abandoned Watch Notice: Watch Repairs USA is not responsible for watches left over one (1) year.