Thewatchshop Reviews 13

The complete lack of either telephone or email contact details on the website is of a major concern.
There does not seem to be any way of speaking to a representative and as for the chatbot, forget it, not helpful at all.

I submitted a query to customer services on 9/1/25 asking 3 simple questions about an alarm clock because there was very little information about the product on their website. I received an email confirmation stating they would respond within a few days.
After 7 days of hearing nothing back from The Watchshop, on 17/1/25, I replied to my confirmation email chasing up my query with the reference number. The same day I received a reply apologising for the delay and stating my query had been escalated to the appropriate team.
On 20/1/25, I received another email apologising and asking me to allow 48 hours to investigate my query.
Then today I was emailed a standard customer services satisfaction questionnaire!

Now 3 days later from their last email, and 2 weeks after my original query I have still not received any answers to my questions!!
The questions I asked were not difficult. I am sure a competent customer services department with any common sense would communicate with one of their stores to check the alarm clock, or Seiko itself to determine the answers if they were not readily available on the system. This whole situation was caused by a lack of information on The Watchshop website in the first place.

Honestly if the customer services department, do not provide customers with any service, and cannot be bothered answering their questions then they are not fit for purpose. The alarm clock was intended as a gift for someones birthday which by now I would miss.
Appalling is all I can say

Don’t ever ever ever ever buy from this dreadful company. They sent me a faulty watch. Then after three weeks of Back and forth emails, they told me to return it to them. Three weeks after sending it to them they have stopped responding to my emails. I have paid my money and have no watch to show for it. They are owned by Frasers group and I have therefore contacted them. Frasers apparently are unable to help me either!

DO NOT USE THIS COMPANY - My daughter bought me a watch for Xmas last year which stopped working intermittently a few months later. In my experience, Customer Services are shocking - firstly it took months for them to agree to look at the watch and now they have it, I cannot get an answer on how things are progressing. They refuse to use reply facility to an email thread, so the history containing important information disappears and they appear not to read any information sent, instead ask repeatedly for information already provided. A confirmation email does not appear to have ever been sent and there was an issue relating to an order no which obviously we did not have as they had not provided any documentation with that information. Confirmation and Terms and Conditions are a legally requirement obliged therefore I requested a copy of them. They still have not provided them but did agreed for us to send the watch back for investigation as to why it was not working.

Having not heard, I sent a chaser email last night attaching several emails containing all the information they had previously asked for repeatedly however I received another email today again without the history (ie my extensive document was not attached so no-one could see relevant information) asking for the information that was provided. Clearly this is a way of avoiding dealing with these issues.
AS CUSTOMERS WE DESERVE BETTER CUSTOMER SERVICE. THE WATCH WAS PURCHASED IN GOOD FAITH. IT IS SUBSTANDARD, NOT FIT FOR THE PURPOSE IT WAS INTENDED AND DID NOT LAST FOR A REASONABLE AMOUNT OF TIME.
BUY YOUR ITEMS ELSEWHERE PEOPLE.

Great website and a great range of products, but please please please approach with caution!
Ordered my girlfriend a Vivienne Westwood watch which after 3 months stopped working. I had the battery looked at and replaced and the fault was with the watch its self.

Whilst it’s hope the warranty will look into it (started that process today) I would not wish my worst enemy to have to endure the lack of customer service this website offers - Webchat or email (no phone number)
Webchat say they’ll send you returns labels and don’t and the email system is non responsive, they just send you an acknowledgment number and that’s it!
Absolutely appalling but having found out it’s actually under Fraser group umbrella is there any wonder. Another one of Mike Ashley’s cash cows and garbage customer service! Applaud your customer service team!

Great website and easy to navigate around.

L

I recommend as this sight had fast delivery and my item came in perfect condition and looked just like the image on the website.

DISGUSTED!! DO NOT PURCHASE FROM THIS AWFUL COMPANY.

After buying a watch for my nieces 40th birthday I returned it back to them as the bezel came off The watch was still under their so-called 12 month warranty. After numerious phone calls they sent out a returns label and I posted it to them the very next day. Over 5 weeks later and again many phone calls to see when the watch would be repaired, I was told this morning that I would have to pay them £18.45. apparently the bezel coming off isn't covered by the warranty. This watch was in excellent condition with all the packaging and paper work. How can a part dropping off not be covered by a warranty?? When I asked the very rude and most unhelpful customer service guy why I hadn't been contacted and told of this he said nothing. I will never again purchase anything from this company and will advise others not to. This has been an awful experience. I requested the watch be sent back to me and was told it would take 7 - 10 days for The Watch Shop to receive it then another 7-10 days for them to return it to me! I really am speechless at this dire company. Avoid at all costs. Go to a reputable retailer and not these rip off merchants. I have certainly learnt my lesson. I gave it 1 star because there is no 0 to choose on the review site.

Popped in to store and he fixed my watch bracelet without charging me for the service, because "it only took a minute" - 100% would recommend

Fast efficient service. Watch just what the hubby wanted. No problems, would use again.

I bought 2 Sekonda watches from Thewatchshop. Both failed after about 2 years. Not good enough.

Excellent, I can not fault any part of the service I received

I purchased a Ladies Michael Kors Watch and took advantage of the free bracelet adjustment service they offer. I had an email to say that my watch will be delayed for a few days due to it having to be adjusted. Ok I thought, not a problem. 5 Weeks later and I am still waiting for my watch. I have rang and emailed only to be told that they are waiting for links to arrive from Michael Kors. I have since spoken to Michael Kors and they have assured me that they have sent them to the Watch Shop. The watch shop have said that I can have my watch and they will send me the links when they arrive and I can take them to a jewellers to be fitted. I refused. Why would I do that. The watch is no good to me unless it fits. Sending the links to me, when it's better for them to fit them as they have the watch. Makes no sense at all. Lately my emails are being ignored and my calls have the same robotic response by a very rude young girl who refused to give me her name. PLEASE DO NOT BUY from the Watch Shop if you need a bracelet adjustment. This was supposed to be my Christmas Present from my husband. I am so gutted at the unprofessional behaviour