Review Time
I’ve been wanting a L&J watch since seeing them appear on my Facebook a few months ago. My boyfriend just got me one as a gift and I’m honestly kind of disappointed. I believe I received a used watch. It wasn’t packaged well and it has scratches on it already. It is a beautiful watch, but I’m sad because it looks used.
Update: After leaving the below review the manager of customer services contacted me directly to offer a refund or replacement for the watch. I was contacted quickly and the customer service manager was extremely understanding and I am delighted that the exchange watch I ordered is now being processed. Thank you Jhoanna.———————————————————I have bought two watches from this company in the last 10 years, I loved the design and was always complimented on them.Back in August I purchased a third watch, when it arrived (in late September) I realised it wasn’t the size I was hoping for so organised to exchange it for another design of the same price - a straight swap which I thought would be easy to sort.They claimed the returned watch was never received and offered no solution so I was €140 down with no customer service. In November I unexpectedly received an email to say they had received my returned order and were processing the exchange - great news. It’s now mid December and I have still not received the watch I had chosen as an exchange. Very little communication about what is going on, it’s a pity because I had always recommended Larson and Jennings to friends who asked about my watches. I hope they haven’t had the poor experience I have had. I would not be inspired to buy from this company again.
I hardly ever write reviews but it is worth stating - DO NOT buy from this company. TERRIBLE customer service. They only respond late at night or early morning and then once you respond you have to wait another 24+ hours to get a response. A conversation that could be handled in 5 minutes has dragged out a week already. I had trouble getting a link reattached after I removed some to try to make it fit and after hours of trying I finally gave up. When I asked if I could return the item and get a refund they said it wasn’t possible. If I can’t even wear the watch, why would I want to keep it? Their policy is that it must not have been touched. That’s like telling someone they can’t try on a shirt before they buy it, but if they do and it doesn’t fit then they’re stuck with it. The watch still has its original sealing and it hasn’t been turned on. Once they reattach the links it is a perfectly fine watch. They have offered zero assistance and say the same thing over and over in each response message I get every few days. There are plenty of other beautiful watches that are MUCH better quality and at a better price point. Do not waste your time with this company.
Larsson and Jennings' watches have nice designs and are of decent quality, but are not particularly good value-for-money, especially given their inexpensive quartz movements. You can get equally well-made watches for rather less elsewhere—but if you love L&J's designs then go for it: you won't be disappointed.What I dislike about the L&J experience, however, is the constant scammy sales techniques, where the product's nominal price is outrageously high but they always have a 40%-off sale on, 'ending soon' but replaced the next day by another 40%-off sale. This is dishonest and manipulative. Just price the products at a reasonable, fair price and cut the BS.
I saw the Boyfriend Mini Lumous Mixed Gold Green 31MM on Larsson & Jennings UK website was sold out. I reached out to the Customer Service Team to ask when the item would come back in stock as I would have liked to have purchased it for Christmas. Sophie from the team reached out to advise the watch currently in stock, but was only available in their US warehouse. Sophie offered to create an invoice for me and arranged to ship the item directly from the US. To my surprise, the watch arrived on the only 4 days later and in time for Christmas.I cannot say enough how great my experience has been with Sophie from the Customer Service Team and how swift the turn around time was for an international order. I look forward to ordering again in the future.
In August 2024 I bought the Boyfriend Mini Elevate watch with beautiful green display. I adored it. Then last week it began losing time. I was devastated. What separates a great company from good company is the way they deal with problems.Larsson & Jennings is a great company! Their customer services were amazing. They dealt with the issue quickly, efficiently and with empathy. A new watch has been dispatched and I can't wait to receive it. Truly great customer service!!!
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