Watch Repairs USAReviews 219

I sent my fathers old wristwatch in for repairs in August of 2021. I was promised "12 weeks" (which should have been my first warning!)

It is now the end of January 2022 and they have not repaired the watch OR returned it!

DO NOT USE THIS SERVICE

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.

I'M SCARED AFTER READING THESE REVIEWS. WILL UPDATE WHEN DONE. I SENT OFF MY MICHELLE WATCH FOR REPAIR. EVEN HAD TO CALL TO ASK FOR ESTIMATE. WAS LIKE 2 WEEKS AND STILL HADEN'T HEARD FROM THEM. IT CAME OUT TO $90 FOR A BEZZELE REPAIR WHICH I'M OK WITH. HOPEFULLY ALL WILL BE OK. I WILL STAY POSITIVE. I WILL UPDATE WHEN I GET MY WATCH BACK. I WOULD REALLY REALLY REALLY HATE TO GIVE A BAD REVIEW, THAT WOULD MEAN I HAD A BAD BAD EXPERIENCE. FINGERS CROSSED.

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

Sent these guys 5 reverso rotary watches for battery replacement after my local guys tried to replace batteries and had difficulty. Watches were brand new. They ended up charging over 700, replaced movement, crystals, and finally batteries. They pass themselves off as rotary authorized and not. After 4 months, finally got them and they're no longer water proof either and paid double shipping as sent in two packages. Beware! Took 4months as well

Had an eta 2824 that was three years old that i hand wound to much and the reverser gears needed lubricated as the rotor was spinning when hand wound. Included this info in my notes upon shipping.the estimate was $402.00 for an un needed rebuild. Declined the rebuild and had them send it back at a cost of $22.00. Got the watch back and removed the rotor and winding bridge and treated the reverser gears with lubeta v105 and was fixed and winding in 30 minutes. I feel that they are charging to send the watch in and back at their steep shipping fee and then to hit you with a complete rebuild that i felt was uneeded just to make money off of you.on top of that it took two months to get the watch back. I would not ever recommend them for any watch repair as i think it is kind of a scam.

I was quoted 344 dollars for a fix on a watch that cost 500 bucks. A Movado Tom O. Repair #*******. In case you have trouble finding the order. After asking for a discount they said no and it was 25 bucks to ship it back. I sat on it for 1-2 weeks and they discounted the repair 50 bucks. I never felt comfortable with this company especially Sandra. I specifically sent an email asking ALL PARTS be returned with the watch and Sandra said the techs ALWAYS return all parts. No parts were returned and I'm not at all shocked. After another Email exchange she said she would have a tech get back
To me. Did the tech? No, it was Sandra, again. She told me they only typically send back watch bands. The invoice stated they replaced the crystal, stem and crown, battery, and seals and gaskets. I doubt they did. I'm only writing this because I told Sandra I would give a fair review, here it is.

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

Over the years, we have received a large number of complaints from customers who first visited this establishment. Their stories are usually similar to those below. For a long time, they were NOT seeing many of our brands watches, but I see they are now adding our name back onto their site. And again, we received two complaints from customers warning us about them in the past few weeks. Don't be fooled by this company and some of the positive reviews. Even a broken watch right twice a day.

The jokers from Watch Repair USA wrote that they can't find my name or order number.

Alon Kahana
[#NNB-878-*******]: Repair #*******

It is the worst company I've ever dealt with. Should be out of business. Owners should be criminally charged for fraud.

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!

Was surprised to find that this watch repair company did not have a higher on-line rating. Everything about my watch repair and refurbishment went very smoothly and I was kept fully appraised on progress throughout. My favorite Fendi watch stopped keeping accurate time after 17 years heavy use with just battery replacements. Local jewelry stores were unable to help. Delighted with USA Repairs workmanship. The S/Steel polish service is definitely worth it. Back like new. Whole process was seamless. Only adverse comment would be on price but can't really complain if I can get another 17 years service!

Based on the price I expected a higher quality of work. My cost for the watch repair was basically a new watch of the same model. What's even more disappointing is that my watch isn't even splash proof. For the price I should've purchased a new one instead. I would not recommend this service to any NAVY SEAL watch repair. I would recommend to purchase a new watch for the same price.

I submitted my Ulysse Nardin for service and repair. The process was smooth and communication very good. I was notified of the work needed as well as costs. The watch was returned on time. Keep in mind when you ship watches overseas for repair, it can take many months. Watch Repairs USA is an excellent alternative.

So pleased with my experience! I was kept informed every step of the way via email, my questions were answered promptly, and my watch arrived on time and looking great. It now keeps great time and looks brand new!

I have a nice tag heuer watch and needed a battery replacement. These guys did a nice job and returned the watch within 2 weeks. Took about 2 weeks total to have a battery replaced. That's OK but the cost seemed high. $129.

I sent my Oris in for repair. Their estimate was twice as much as it should have been, so I asked them to please return the watch. They sent the watch back, but without the crown. I called repeatedly and got emails from Thomas, their "Cusstomer Service Manager" (notice the spelling- can't even get "customer" spelled right, so do you think they care about customer service!?). He sent a picture of the crown in a bag, but not in the box they shipped, so he could have sent any picture and said multiple times they will not send a crown. I guess he thinks I am trying to scam them out of a crown. If I was trying to get something for free, it would not have been a crown lol! Anyway, I am trying to get to the owners and explain what happened. I'll mention what a poor job Tom is doing too, based on the feedback scores on this site, not ONE positive!