Watch Repairs USA Reviews 32

I sent my Jean Richard watch in for a repair estimate. After a week, I heard back that they did not have the parts, then proceeded to ask for $32 to have my watch sent back to me. I looked on their website for the fine print that says I will be charged a return fee in the case that they do not provide service. Only thing I could find is a policy that states if the customer declines a repair estimate, the customer must pay a return fee. In my case, they took possession of my watch, said they could not do anything with it, then told me I must pay to get my watch back. That is extortion.

Watch Repairs USA advertised an overhaul for $125. I sent my Citizen watch that I paid $500 originally for 10 years ago and got a bill for almost $900. All I wanted done was a new crystal or have it polished. They wouldn't do that and charged me almost $40 to get it back. I wouldn't use this company and would take it to a local jeweler or watch company that has more accountability to you.

Sent my great grand father watch to just get get Crystal replaced on 12/11/25 and the watch was working. They sent me a $799 estimate to repair it on 3/25/26. I told them I just needed the crystal replaced and they said it needs all kinds of repairs and they can't just replace the $79 crystal. When I called and told them this they said they "ASSessed" the watch when I asked how they assessed it Jennifer the manager could not tell me how they did it she could only say they assessed it. Now I am going to take them to small claims court and we can have a Judge assess how guilty they are.
Here is what it says about them from Google search:

Watch Repairs USA has a polarizing reputation, with many recent reviews (2025–2026) citing severe delays, poor communication, and high costs, resulting in an "F" rating with the Better Business Bureau. While some customers report success with high-end brands like Rolex, numerous others report receiving nonfunctional watches or experiencing months of waiting, say Trustpilot reviewers and Yelp users

This discussion of how Watch Repairs USA works does not represent at all the negative experience I am experiencing. No calls, doesn't answer their phone or emails half the time. I can't even get them to agree to send my watch back even if its still not fixed (3 months thus far.
Bling Talks: Insights from the Jewelers’ World

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Episode 27
17th Apr 2025
How Randy Horgan Built a Watch Repair Empire with Trust & Tech

Waited months for it to be serviced and it came back nonfunctional right out of the box. Service was exorbitant and beyond what was asked for. Now I'm out the money and all I have is a watch that is right twice a day. They get one star for repairing the band which is what I asked for to begin with.

I sent in my Rolex Oysterquartz after Rolex stated they no longer service that series. Watch Repairs USA did a fabulous job. They overhauled the electronics, polished to like new condition, and restored the dial. It keeps perfect time and the old yellowed dial looks new. Highly recommend them.

If there was a lower rating, I would give it. My watch was logged in on 7/26/25. It took over 5 moths for a cleaning and adjustment, plus the $600+. When I received it back it never ran on time and then quickly git worse. Now it's back for "warranty" repair and it's another 2 months without it. They told me this morning that they would check on it, but no response.

My watch was in your shop for almost six months and main problem was not taken care of and still the same. Whatever you did according to your description was not a problem. I still can't do winding manually by hand. You can check my original description of problem when watch was sent to you. $ 516.00 paid for 6 months repair is worthles. Repair #415422. Please, contact, thx

They've had my watch for over 3 months. Impossible to get a status. Worthless, and don't care about customer service. Doubt I'll ever see that watch again

Classic bait and switch- free shipping means being over charged for return shipping and estimate way more than advertised.

Should have read the reviews.
Sent in 2 watches A $200 Chase-Durer and a $30 Chinese knock-off (Jaragar).
Both estimates came back at $700 each!

What a rip-off.

CHARGED ME WAY MORE THAN QUOTED (i got over that), but got the watch back and it didnt work. had to send it back and wait months. wore it 4 times and it doesnt work again. They told me I am out of warranty even though I didnt have the watch for months and they clearly didnt know what they were doing. They just refuse to do anything about it. disgusting to treat people like this. DO NOT TRUST THESE UNETHICAL PEOPLE! Sandra G. was ZERO help at all also. she should not be in customer service! was told owner would call and he never did. would have been easy for them to make some effort to make things right as they clearly didnt know what they were doing with my Panerai Regatta watch. They offered nothing and did nothing. nothing buy a cash grab

Extremely disappointing experience. I sent in a brand-name watch with an ETA 7750 movement for servicing, expecting a cost of around $300 based on previous estimates from a real watchmaker. After 45 days with little communication, I received a quote for $1200, four times the expected amount for a complete overhaul.

The company was slow to respond, and their handling of the watch left me concerned about its condition. Communication was poor throughout the process, and I worried I might not even get my watch back.

I would strongly caution others before using this service. Based on my experience, the company does not demonstrate the professionalism or expertise to handle anything other than a 4$ toy watch.

Horrible service!!!!!!!
I wish I have read these reviews and not going thru the same awful experience as everybody else. No communication, held my watch for over 5 months and I still don't have it, left hand doesn't know what right hand is doing, charges for service not done.
DO NOT USE THEIR SVC!!!

The time in turn a round was great! The task performed was better than expected!!! Would recommend this company to anyone where a local repair shop could not do service.

This company has my watch to replace a crown for over 4 months. When contacted the customer service dept informs that she will get update from tech. No response occurs. This place is a scam

Lost my watch and refuse to reimburse for the watch or refund cost of repairs.

I am writing to formally demand compensation for a watch that was lost during shipping after repairs were completed by your company. The watch was repaired by your business and shipped back to me on or about June 6, 2025. Despite the shipment, the watch was never delivered to me, and more than 90 days have passed since the loss occurred.

As per applicable consumer protection and shipping laws, Watch Repairs USA remains legally responsible for the watch until it is effectively delivered to me. The failure to deliver the watch constitutes a breach of your obligation to ensure proper return of my property.

The watch, valued at $1,000, was lost due to your company’s failure to ensure its safe delivery. Additionally, I paid $700 for the repair services, which are now rendered moot due to the non-delivery of the watch. I am therefore demanding the following:

1. Replacement Cost: $1,000 to cover the full value of the lost watch.

2. Refund of Repair Costs: $700 for the repair services, as the watch was not returned to me.

Please remit payment in the amount of $1,700 within 14 days of receipt of this letter, by September 23, 2025. Payment should be made via [preferred payment method, e.g., certified check or bank transfer] to the address listed above or through an agreed-upon method.

If I do not receive a response or the requested compensation by the aforementioned deadline, I intend to turn this matter over to my attorney, and Watch Repairs USA will be liable for any additional expenses related to the legal action, including but not limited to attorney fees and court costs. I will also pursue further action, which may include filing a claim in small claims court or reporting this matter to the appropriate consumer protection agencies.

Horrible Experience – Do Not Trust Watch Repair USA
If I could give zero stars, I would. My husband sent his Marathon watch to Watch Repair USA in August 2024, along with full payment for the repair. What followed was nearly five months of silence, excuses, and zero communication. We repeatedly tried to get an update, but every attempt was met with either no response or meaningless delays.
When we finally received the watch back—after months of frustration—it was ruined. The second hand no longer works, and the original issue was never repaired at all. In other words, we paid for a “repair” that not only didn’t fix the watch but actually left it in worse condition.
This company’s lack of professionalism, customer service, and basic accountability is shocking. They are quick to take your money but utterly incapable of delivering on their promises.
⚠️ Save yourself the time, money, and stress—do not send your watch here. There are plenty of reputable repair services out there, but Watch Repair USA is not one of them.

I sent them a 70s LeCoultre to have my calendar fixed/replaced because it had stopped advancing. They were a month past their quote to get the watch back to me (which could understand, it's an old watch and not like a collector's item -- I'm sure sourcing parts may have been difficult). After pestering them over and over, I finally received my watch back, and the crystal wasn't fully secured, which I discovered by accident trying to figure out why it made a clunking noise when it moved. What's worse is now the minute hand doesn't advance.

I'm not saying my watch is a rare, expensive piece or anything, but it's valuable to me. If you can't repair it, just say so. Don't return it back to your customer with new damage!

You are warned. Do not send anything!