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Watch Repairs USA
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Watch Repairs USA
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51 complaints
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6:07 pm

Watch Repairs USA - They are holding my watch hostage and have not returned it in over 2 months

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.

Desired outcome: I need my Ebel watch back immediately. I was in Schaumburg on business and asked if I could pick it up and they refused.

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11:09 am
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Watch Repairs USA - After rejecting their estimate charges, received watch back disassembled.

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!

Desired outcome: To warn others so that they don't get ripped off.

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11:14 pm
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Watch Repairs USA - Botched Watch repair

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.

Desired outcome: Refund

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M

Hi Trevor.

With respect, whereas there was originally moisture in the watch, it sounds like they didn't depreciate the value.

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0 1
M

With respect, I don't know that the statement is ignorant but i'd agree that the opinion is irrelevant.

I know you'd like this to be an open and shut case in your favor; unfortunately, it isn't.

You've started by wanting a full refund because, among other things, you sent the watch back to them, "requesting a polish." When you received it back, you were astonished to see the watch polished so it appeared more brilliant and not the duller finished you sent to them. I appreciate you ended up not liking the result. The problem is trying to show they did something wrong. I know you think they did but I'd suggest they did exactly as they were asked in polishing the watch - the whole watch.

So there's where the two sides stand. One side thinks the polish job wasn't as expected, the other believes it was done as requested.

This isn't personal. If you believe it's that clear, file against them and let a judge determine if there was any negligence on their part. You may find a judge would agree with you.

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M

According to our entire dialog, it would seem the polishing is what the ultimate concern became. The polishing was definitely completed. Unfortunately the result wasn't something you envisioned. I can appreciate that even though I may think the result look beautiful.

The only way you may get even a partial payment for the extra expenses is to file in small claims court. There's a lot of people that threaten to sue but very few ever do so. Because the transaction took place from your area, you can file in your local courthouse. They'll be served and have to appear. Technology and the recent pandemic has meant they can likely do so remotely.

It's not a big deal to file and have them served, but I can tell you, based upon the dialog we've had, I think your only chance is if they don't appear. But a judge may disagree.

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0 1
M

I appreciate you providing the additional details, including the photos. It provides a clearer picture of what has taken place and what you may be entitled to.

At most, I think we can agree, you might be entitled to the $650, not a full refund. The issue becomes the fact the entire watch was returned to them "requesting a polish." Whereas you weren't there to provide further specifics, it would be difficult to suggest they did anything wrong. Ultimately the polish was done well, even if the outcome wasn't what you envisioned.

Even though it did cost you a little more, I think the important thing is that you now have a watch you enjoy.

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1 2
M

Appreciate the photos.

Admittedly, I had to take a second look to see the difference. The unused links have a duller finish as to the finished product but, to be frank, I like the polished finished more — and, for the record, I hate spinners.

You said you took it back to a local watch dealer that resurfaced the watch for you. How much did this dealer charge for doing so?

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0 1
M

Appreciate the reply and am sorry for your frustrations.

Do you have before and after photos?

It would be difficult to suggest the value is only based upon "your eye." The appreciated or depreciated value, from a legal standpoint, is the value with a given market.

It would be valuable to show such significant damage to the surface.

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1:09 pm
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Watch Repairs USA - repair number 325689

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.

Desired outcome: finish the job

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Watch Repairs USA - Restoration of watch and leather band

Watch USA received my watch in November 2020 and they charged me for the service. To date, March, 2021, I have no watch or band and when I call I get the complete run around. The manager, "Tom" refuses to come to the phone and the receptionist thinks it is ok to hang-up on people. They have my money, an antique watch and a new band and will not return it.

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9:29 am
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Watch Repairs USA - Repairs

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!

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6:37 pm
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Watch Repairs USA - Repair #278957

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
[email protected]

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11:29 am
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Watch Repairs USA - Watch repair/overhaul

I sent this company my watch and over $200.00 dollar payment in January 2020. I have contacted them numerous times via email and phone. Ay various times I have been told that they needed to email the technician working on the watch. I have been told on at least five occasions that the watch would be ready in one to two or two to three weeks. I finally got...

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2:10 am
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Watch Repairs USA - Took over 9 months to get my $3k watch back (had to threaten legal action)

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...

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7:38 pm
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Watch Repairs USA - Watch repair frauds

This sham company took $630.00 of my money to repair my heirloom antique gold pocket watch. After 5 months of delays and excuses I asked for my money and watch back. These scammers never responded to me. I sent complaints to the Better Business Bureau and to the Attorney General of Illinois where the company is located. It has now been nine months and there...

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4:27 pm
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Watch Repairs USA - Elgin pocket watch repair

Watch Repair USA takes your money and does nothing. I first contacted them on 5 May 2019, they received my pocket watch on 7 May 2019. We haggled over the repair costs, which I thought were excessive and finally agreed on a price to fix this irreplaceable heirloom. They charged my credit card $727.94 on 5 Jun 2019. We were in the midst of moving from NY to...

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11:18 am
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Watch Repairs USA - Fraudulent service

My watch was sent for repair, and paid in advance. After more than two months of complete silence from the company, I began to send emails inquiring into the status of the repairs. I was told alternatingly -- that watch repairs were complete, and the item was being sent to the shipping department -- and that "finishing touches" were still required, necessitating one or two more weeks for completion. After 6 weeks of such stories being alternatingly conveyed (repairs are done/ repairs need 1-2 more weeks), two emails were sent to the supervisor (Randy) asking for clarification, which were ignored. A phone message left for Randy was ignored. When I requested a cessation of all work on my watch and an immediate return of the item, this request was denied.

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10:48 am
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Watch Repairs USA - Repair #271639 - repair not done, charges not refunded

I have an old Doxa watch that used to be my great grandfather's. I wanted it repaired, but the local repair shop could no handle such an old watch. Watch Repairs USA's website suggested sending it to them for an assessment and estimate. I did that, and was told that they would be able to repair it for just shy of $600, paid in advance. Estimated time would...

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3:23 pm
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Watch Repairs USA - they’ve had my watch since october!

Status emails indicate the technician is working on it every time I request an update. Being strung along after spending $450. At this point I don't know if I'll ever get my Movodo watch back! It has priceless sentimental value. Repair #288380. Now I can't even get anyone to answer the phone or my emails. I feel like I am being scammed. I would not recommend this company to anyone! Beware.

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Update by Galaxy_Girl_522
Oct 23, 2020 2:40 pm

I believe it is a miracle we received our watch back. After countless emails and phone calls over several months, we received the watch in non-working condition. Aside from the crystal having a huge smudge on the underside, the winding stem fell out freely into my hand. So, after spending $450 and months of aggravation, I had to take my watch to a real jeweler to actually be fixed. I would never again work with this company.

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12:32 pm
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Watch Repairs USA - lack of communication and fulfillment of services

I had received an email regarding my watch being completed on June 11. It is now July 8 and radio silence. All I was asked was to provide the size of my wrist for a new watch band, to which I answered promptly within 24 hours. I have sent a few messages that have been unanswered and have seem a scary amount of similar stories on almost every online review. Repair #276174

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9:24 pm
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Watch Repairs USA - watch repair

Sent my Tag watch valued at about $2, 000 in for repairs last year. Cost of repairs was $700+. They sent it back twice first time it ran for a few weeks. Second time wasn't working when I got it. They've had it now for about 4 months. I keep asking for a status report fail to give me a response. No one answers the phone. This is getting to be a real problem. May have to file a theft complaint with the state attorneys office. I'm73 years old scams are not tolerated against seniors. In all my years never never allowed my self to get stiffed like this I'm out close to $3, 000. I should have researched this company prior to sending them an expensive watch. I used them a few years ago had no problems. I guess I'm screwed.

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10:31 am
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Watch Repairs USA - declined repair and paid for the return of watch.

Declined repairs and paid for the return of my watch. I have made several attempts to getting in contact with this place. At this time I have reached out to my attorney to start legal actions against Watch Repair USA. This is a joke of a company, who like to rip-off consumers. My repair number is 278607..see below information..

Status for Repair #278607

Current Status: Repair Declined / Awaiting Release To Shipping

Thank you for your payment on May 14, 2019.We will ship back your watch, unrepaired, within the next few business days. A tracking number will be emailed to you as soon as it ships.

Shipping / Contact Information

D******Dixon
**************
Loves Park, IL 61111
United States

Change

Email: [email protected]
Phone: (815) 505-0286
Alt Phone:
Fax:
Preferred Contact Method: Email

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Watch Information

Manufacturer: Ebel
Model Number: 166902
Serial: 11632251
Requested Services: Battery Replacement, Not Running
Notes: Not for sure of problem. My thoughts Battery

Documents on File

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10:25 am
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Watch Repairs USA - watch repair

I sent my wife's Swarovski Watch model # 999971 in November 2018 for repair. I have been inquiring about the watch and am told it will ship next week. This has been going on for 2 months. The Ticket number is 268245. My wife is upset because she loves this watch. I have been trying to speak with someone in authority there but it's impossible ti get anyone on the phone. Please help!

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1:31 pm
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Watch Repairs USA - rado watch - ladies

My wife needed a new battery and a wrist band re-attached on her Rado watch which was under 2 years old and in perfect shape. Because I was having difficulty finding a watch repair shop locally to service this particular watch, I sent item to Watch Repairs USA in Lynbrook, NY, 11563. They received said item on December 12, 2018 which they acknowledged via...

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9:53 am
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Watch Repairs USA - michelle watch with diamond bezel

Horrible service and communication from this company. I sent may watch in back in May 2018 and received a quote. I paid the full repair cost and then nothing. It is now December 21 2018 and still nothing. The only time I heard anything is when I sent in an email for a status. They continue to tell me nothing. I don't even know if they have the watch anymore. I should have done my research since all I see online is pour reviews with the same complaints that we are having with this company. I hope other people spend the time to check this company out before using them. I would tell anyone not to use them. It is a shame that they can just treat people this way.
My next phone call is to the better bbb. Not sure this will help but I just don't know what to do anymore.

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