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 Watch Repairs USA, and with no luck at a repair, I was relieved at finding someone who could repair my watch. However, it ended up being a huge headache and took months to get my watch returned. Lesson learned, ALWAYS read the reviews.

To others who are in California, a friend of mine is a prosecutor in the LA County prosecutors office and since they are doing business in California, she said a case could be brought against them in CA, especially if it's a high value item. So if you are in CA, private message me and I can pass along as I am pursuing them until I get a full refund.

TLDR: After stating they could repair my watch, they informed me 8 MONTHS LATER that they could not perform the repair even though I paid $350 in January. They had my watch for 9 months and they returned only after pursuing legal action. They have yet to refund my credit card and they charged $70 to return my watch to me.

Please see below for the detailed communication with them in trying to obtain the return of my watch.
---------------------------------------
2/18 and 2/21: Contacted them for updates and received no response.

3/17: Reached out again and demanded the watch back and a refund.

3/18: Received an email that it would be an ADDITIONAL 4-8 weeks with a promised delivery date of 3/24.

3/24: Contacted them as no watch or status update on their website.

3/26: Past the promised delivery date and again asked for the watch to be returned to me. They responded that their offices were closed due to Covid. (Still doesn't explain why nothing was done from December to 3/24)

3/26: I sent the following email in response to their excuses:
What is the repair status of the watch? Has anything been done between 1/28 and 3/21 before the order (closing of non-essential businesses)went into effect? If not, why? Additionally, when the lockdown order is lifted how much longer will it take and what are the steps? Since I've already paid for the repair, I need you to provide a detailed update/explanation. You have had a $3,000 watch in your possession for 4 months and I'm beyond concerned with your lack of communication and timeliness.

4/3: Received a response but it does not address any of the questions above (response below):
I will work to get you an update as soon as I can. Illinois, like California, New York, Michigan and maybe others is currently on mandatory non-essential business lockdown meaning that our office is currently closed and our staff is only working remotely until the lockdown is lifted.

Once this lockdown is lifted the team will be back to work in the office and I can get you a better update and get your repaired watch back to you.

Our building is a very safe building and all watches are locked in safe areas that cannot be accessed by anyone but our employees.

I am sorry I don't have more information at this time.

Randy

7/8: Reached out again for an update (no response)
Hi Randy -
I understand Phase 3 allowed for businesses to begin operating on 5/29, given that you are able to operate, can you please provide the status of my watch repair?

7/14: Reached out again for an update (you guessed it - no response)
Following up from the unanswered email from 7/8. Please provide an update ASAP.

7/21: Reached out again for an update
This is my third attempt in obtaining a reply regarding the status of my watch repair. You've had my watch since last year and have not replied to any of my last three inquiries. In effect, my watch has been stolen and if I do not hear from you today, I will be filing a report with the prosecutors offices in both Illinois and California and will pursue charges in order to obtain my watch back.

7/23: Received an email stating my watch would be repaired the following week

7/27: Received the following email
We have issued a refund for $279.97 to your credit card. Please allow 4-5 business days for this to show up on your credit card statement.
Refund Notes
We regret that the repair was not successful. This can be due to a number of reasons, most frequently to excessive damage, or an unavailable part. Your watch will ship back to you shortly.
Sincerely,
Watch Repairs USA Billing Department
--------------------------------
ORIGINAL REVIEW:
I sent my Michele watch to Watch Repairs USA in December. I received, approved and paid in full the estimate amount of $350 on 1/28/20 and was notified via email that it would take approximately 4 weeks for repair. As the 4 weeks approached, I continued to check the status of the repair with my case # online via their website. No updates around the 4 week mark so I emailed them regarding the status on 2/18 (no reply), 2/21 (no reply) and 3/17. I only received a reply back to my 3/17 email when I requested my watch be returned and my payment refunded. In their response back, they indicated that the repair would take 4-8 weeks, despite the fact that I have in writing a 4 week estimate. Their terms of service agreement does state that they do not guarantee repair time but what separates them from other vendors that use similiar boiler plate language is that most vendors do not abuse this policy. I can understand that delays that are out of their control can happen (part availability, etc.) but I still haven't been provided an explanation as to why they are so grossly over the promised deadline. An excellent company would proactively communicate when they're missing a deadline, a good company would at least respond to my 2 email inquires, and an inferior company would behave in the manner of Watch Repairs USA. Sadly, I did not read their reviews prior to sending my watch and wish I had, as excessive repair times and poor customer service seem to be standard for this company. Buyer beware.

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 Watch Repairs USA, and with no luck at a repair, I was relieved at finding someone who could repair my watch. However, it ended up being a huge headache and took months to get my watch returned. Lesson learned, ALWAYS read the reviews.

To others who are in California, a friend of mine is a prosecutor in the LA County prosecutors office and since they are doing business in California, she said a case could be brought against them in CA, especially if it's a high value item. So if you are in CA, private message me and I can pass along as I am pursuing them until I get a full refund.

TLDR: After stating they could repair my watch, they informed me 8 MONTHS LATER that they could not perform the repair even though I paid $350 in January. They had my watch for 9 months and they returned only after pursuing legal action. They have yet to refund my credit card and they charged $70 to return my watch to me.

Please see below for the detailed communication with them in trying to obtain the return of my watch.
---------------------------------------
2/18 and 2/21: Contacted them for updates and received no response.

3/17: Reached out again and demanded the watch back and a refund.

3/18: Received an email that it would be an ADDITIONAL 4-8 weeks with a promised delivery date of 3/24.

3/24: Contacted them as no watch or status update on their website.

3/26: Past the promised delivery date and again asked for the watch to be returned to me. They responded that their offices were closed due to Covid. (Still doesn't explain why nothing was done from December to 3/24)

3/26: I sent the following email in response to their excuses:
What is the repair status of the watch? Has anything been done between 1/28 and 3/21 before the order (closing of non-essential businesses)went into effect? If not, why? Additionally, when the lockdown order is lifted how much longer will it take and what are the steps? Since I've already paid for the repair, I need you to provide a detailed update/explanation. You have had a $3,000 watch in your possession for 4 months and I'm beyond concerned with your lack of communication and timeliness.

4/3: Received a response but it does not address any of the questions above (response below):
I will work to get you an update as soon as I can. Illinois, like California, New York, Michigan and maybe others is currently on mandatory non-essential business lockdown meaning that our office is currently closed and our staff is only working remotely until the lockdown is lifted.

Once this lockdown is lifted the team will be back to work in the office and I can get you a better update and get your repaired watch back to you.

Our building is a very safe building and all watches are locked in safe areas that cannot be accessed by anyone but our employees.

I am sorry I don't have more information at this time.

Randy

7/8: Reached out again for an update (no response)
Hi Randy -
I understand Phase 3 allowed for businesses to begin operating on 5/29, given that you are able to operate, can you please provide the status of my watch repair?

7/14: Reached out again for an update (you guessed it - no response)
Following up from the unanswered email from 7/8. Please provide an update ASAP.

7/21: Reached out again for an update
This is my third attempt in obtaining a reply regarding the status of my watch repair. You've had my watch since last year and have not replied to any of my last three inquiries. In effect, my watch has been stolen and if I do not hear from you today, I will be filing a report with the prosecutors offices in both Illinois and California and will pursue charges in order to obtain my watch back.

7/23: Received an email stating my watch would be repaired the following week

7/27: Received the following email
We have issued a refund for $279.97 to your credit card. Please allow 4-5 business days for this to show up on your credit card statement.
Refund Notes
We regret that the repair was not successful. This can be due to a number of reasons, most frequently to excessive damage, or an unavailable part. Your watch will ship back to you shortly.
Sincerely,
Watch Repairs USA Billing Department
--------------------------------
ORIGINAL REVIEW:
I sent my Michele watch to Watch Repairs USA in December. I received, approved and paid in full the estimate amount of $350 on 1/28/20 and was notified via email that it would take approximately 4 weeks for repair. As the 4 weeks approached, I continued to check the status of the repair with my case # online via their website. No updates around the 4 week mark so I emailed them regarding the status on 2/18 (no reply), 2/21 (no reply) and 3/17. I only received a reply back to my 3/17 email when I requested my watch be returned and my payment refunded. In their response back, they indicated that the repair would take 4-8 weeks, despite the fact that I have in writing a 4 week estimate. Their terms of service agreement does state that they do not guarantee repair time but what separates them from other vendors that use similiar boiler plate language is that most vendors do not abuse this policy. I can understand that delays that are out of their control can happen (part availability, etc.) but I still haven't been provided an explanation as to why they are so grossly over the promised deadline. An excellent company would proactively communicate when they're missing a deadline, a good company would at least respond to my 2 email inquires, and an inferior company would behave in the manner of Watch Repairs USA. Sadly, I did not read their reviews prior to sending my watch and wish I had, as excessive repair times and poor customer service seem to be standard for this company. Buyer beware.