Luxury Watch Repairs Avaliações 6.403

I sent my £2,000 watch to Luxury Watch Repairs for a service. It came back with the model number missing from the back seal. I provided clear before and after photographs as evidence, but was given incorrect assurances and charged £24 for return delivery to resolve the issue — which it didn’t.

Despite sending multiple emails and a formal complaint, I have received no response whatsoever. I have now been forced to issue a Letter Before Action.

I would strongly caution anyone considering using this company, particularly for high-value watches.

For clarity, I did not use my full name in my review, so I ask you to remove it immediately from your response. You have taken this from private records and used in a public context where it is not necessary. Please ensure that any use of my personal data complies with your obligations under UK GDPR. Particularly in relation to data minimisation, necessity and proportionality.
The service exceeded the agreed timeframe, and upon return, multiple visible scratches remained. These were not deep and, as confirmed independently by a specialist watch retailer, could have been removed without compromising the structure or shape of the watch. As such, the result falls significantly below the “near showroom condition” described.
I have made repeated attempts to resolve this matter over a period of approximately six months, which have largely gone unanswered. Only after pursuing your online chat was I able to obtain a response.
I would also like to clarify that at no point have I made any threats. I simply stated that I would leave a factual review reflecting my experience, which I am fully entitled to do.
While you have suggested returning the watch for re-inspection, I am not prepared to do so. You have already had a reasonable opportunity to carry out the service to an acceptable standard, and given the lack of engagement over the past six months, it is not reasonable to expect me to place further reliance on your service.
Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill. I do not believe this standard has been met, and pictures prove this.
I am therefore seeking a partial refund to reflect the substandard outcome of the work carried out.
If I do not receive a satisfactory response, I will proceed with a claim via the Small Claims Court without further notice.
I would prefer to resolve this matter amicably and without escalation.
If you wish to contact me, I suggest you email me.

Terrible .. they’ve had my watch for over 4 months , now questioning if they are even still in buisness and will I get my watch back . No ability to call anyone and emails go unanswered for approx 3-4 weeks each time .

EDIT as of 21 April , given Luxury Watch repairs reply to my poor review ..

I replied to your ‘need further info’ to my thread here with the reference number as requested only to then receive the reply that you don’t recognise that reference number .

That is your reference number from a quote received by you and to say that it is not recognised is total nonsense , and why can I get someone’s sort of reply on Trustpilot yet not from you to my MANY ongoing emails dating back to January 2026 .

I will now seek a solicitor to try to get my vintage Cartier watch back from you .

Great service to get my Raymond Weil watch fixed - which I was unable to do locally!

Despite sending multiple emails detailing my experience, I have now been asked via Trustpilot to provide further information. This request was received from Luxury Watch Repairs. In response, I have already forwarded a selection of the emails previously sent to Luxury Watch Repairs.

However, all relevant details are clearly included within my original review and a plethora of recorded emails with the company.

Given this, I find the request for additional information unnecessary and, at this stage, appears to be a delaying tactic—particularly as I am approaching a point at which I intend to pursue legal action.

I am very pleased with the work carried out to replace the battery in my Omega Seamaster, especially the quick turnaround and safe delivery by your nominated carrier. It was also useful to have tracking updates directly from DHL to ensure I could be at home to receive the package.

Sent an antique Rolex watch for repair it’s now been 18 months and no watch.
No answer to phone calls, Not answering emails anymore. Payed in excess of £1000 to get the watch repaired as it belonged to my mother and has great sentimental value. Keep asking for it to be returned but have stopped answering my emails.
PLEASE DO NOT SEND YOUR WATCH TO THIS COMPANY AS IT IS A TOTAL CON
AND YOU WILL BE RIPPED OFF

Watch was collected as expected, no issues, battery changed and emails answered regarding collection

I had a persistent problem with the bracelet clasp on my Rolex Oyster Perpetual DateJust watch.

I visited the workshop on Hatton Garden. Very friendly and professional service. Understood the problem and I had a fix within 10 minutes at no-charge!

They have previously cleaned my watch on several occasions and always done a great job.

I thoroughly recomend Luxury Watch Repairs.

My Rolex was serviced by Luxury Watch Repairs last year and apart from the fact there was hardly any communication to inform you of when you would see your watch again, the service seemed ok. How can I tell?
Well, I can tell now, due to the fact my watch steamed up suddenly on Thursday, whilst I was sitting down at home. I read you have to deal with this quickly, otherwise, further damage is caused to the watch.
Since then I have been trying really hard to get in touch with this company via email (you cannot contact them via the phone, as no one answers!). I have now resorted to filling in their enquiry form (they must be monitoring these), and hope someone takes is seriously. I am now completely left on my own with a watch that needs urgent attention due to their lack of workmanship regarding sealing the watch. What a disaster!

Simple process and reliable service at a reasonable price

Superb service from start to finish communication was brilliant sending my watch was easy with the secure packaging supplied. Couldn't be happier

I would give no stars if possible. They have had my watch since September 2025. I gave up on having it repaired and asked for it to be returned to me immediately. That was a month ago. After an initial response promising immediate dispatch, nothing. Now they are ignoring my increasingly frantic emails.

Very easy service, well recommended. Professional and will use again.

This was a perfect process from start to finish. Sent my watch away for a new battery and they emailed me a picture of it to say it had landed safely. It came back super quick and I’d definitely recommend them and will be using them again. Many thanks

Have had my wife’s Rolex for months. No response at all but was assured they were still trading. Order number 66307.

Can’t fault them. I’ve used r the hem several times now and each time they do above and beyond. I trust them with my watches and they have been and are always fully transparent in their costs. If you own an expensive timepiece these are the people you want servicing your watch. Thank you.