Review Time
I ordered my watch in early January. Not realising that it came from the USA. It took a while and I had some problems with customs. I emaile Larsson & Jennings regarding the delay and I must say the company always came strait back to me with any updates. I was very impressed.
I love the stylish square design ofmy watch and I get a lot of compliments.
I can highly recommend this modern contempery style of watch and the company.
I ordered and paid for a watch in January. I didn't receive an order confirmation. When I chased it I received AI generated responses. I kept going until I was transferred to a person. They sent a DHL tracking number but the watch still hasn't arrived. The tracker says it is in customs at Heathrow. DHL UK can't help as ecommerce and you can get through without a shipping number. Larsson and Jennings are saying you have to contact DHL and DHL saying contact the supplier. I have asked for a refund. End of February and do not have the watch or a refund!
Placed an order 19th Jan, its now 2nd Feb and no watch has arrived! Ive contacted them via email twice and received no response both times. Having to now raise with my bank to get my money back! What the hell happened to you Larsson and Jennings, you used to be amazing! What a shame!
I placed an order two days ago. I paid for priority express shipping which is 1-2 days. I have not received my order and have no tracking. There is no customer service number to call and their online chat is an Ai agent who could not help. Asked to chat with a real agent. No real agent joined after 30 mins of waiting g when it says a live agent is joining the chat. I submitted a request on the contact us page and received an automated response from the same Ai agent. This item was a gift which I paid extra for to arrive on time. I’m highly unsatisfied and still don’t have any resolution. I’d be very wary of ordering from this company. Update 01/25/2026I have reached out a few times to their support email now regarding my order. Today they have just refunded the priority shipping fee of $9 but I still have no tracking for this item or know when it will ship. This was a gift and the event I needed it for has passed. This is not a satisfactory experience or resolution. I have paid for something I did not receive in the timeframe stated on their website. I have had no response from a non Ai support agent despite contacting them numerous times. I have reported them to the FTC. They have violated the FTC’s Mail Order Rule.
I am extremely disappointed with my experience with this company.After paying £137 for my order, I was later informed that my parcel was stuck at customs and that I was expected to pay additional customs clearance charges upfront, with a promise of reimbursement later. This was not disclosed at the point of purchase.When I raised concerns, I was told to contact the courier directly and manage the customs process myself — despite the courier being contracted by the seller and not by me. I do not have an account with the courier, yet the responsibility was repeatedly pushed onto me.I made it clear that I do not have the funds to make further upfront payments and that this situation is unacceptable. The lack of transparency, poor communication, and refusal to take responsibility for delivery has been extremely frustrating.I would strongly caution other customers to clarify all potential customs charges and delivery responsibilities before ordering, as this was not made clear to me.
This was my first experience with Larsson & Jennings but it will not be my last. Their service was excellent. I could not have asked for better service. The watch I ordered was just what I expected and arrived very promptly. I needed the band shortened and they took care of that for me equally as promptly. Perfect customer service.
I ordered my watch in early January. Not realising that it came from the USA. It took a while and I had some problems with customs. I emaile Larsson & Jennings regarding the delay and I must say the company always came strait back to me with any updates. I was very impressed.I love the stylish square design ofmy watch and I get a lot of compliments. I can highly recommend this modern contempery style of watch and the company.
Very poor service. Took my online order then said an item not in stock. I checked and it was. They did not inform me it will ship from USA and not London UK store and now I will have to pay customs duty. Safer to visit the store.hopefully the watches quality will be better than the service. I ordered it over a month and now they tell me about duty but don’t know how much. Surely if they ship to UK often they should have an idea then I might have potentially cancelled my order. Paltry refund offered for the stock confusion, customs and over a month for delivery.Hope the watches quality is better than service.
It was really helpful the second time around. I was quite worried about the watch because it didn’t arrive by the required date, which was my wedding. However, I’m happy that it’s finally arriving now. Thank you, Jossa, for the prompt help. This would have been a 5-star experience if compensation had been arranged, as the watch was lost and didn’t arrive by the needed date.
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