I sent a gold watch for servicing and paid in full. Unfortunately, the repair was not completed in a timely manner, and there were prolonged periods with little information about the status. After numerous written requests (including recorded delivery letters), the company eventually confirmed via email that they still have my watch, that the repair was not performed as promised, and that there had been internal changes within the organization. While the staff have been courteous in their replies, the overall experience has been quite frustrating due to delays, insufficient proactive communication, and the necessity for repeated follow-ups just to find out the status and return of my property. I would recommend that anyone considering this service ensure that expectations regarding timelines and communication are clearly established beforehand.
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Our main service centre is the building of 16-18 Hatton Garden and houses 12 brand accredited watchmakers, a dedicated vintage department and an entire refurbishment & polishing department.
We are proud to be one of the largest and most brand accredited service centres in the world (with service centres in both the UK and USA) and were recently the subject of short documentary made by CNN International which was broadcast across the globe and was also featured in The New York Times.
You can drop your watch off at any of our 2 locations in London (Hatton Garden & Canary Wharf), Manchester (Harvey Nichols) or New York (Madison Avenue) and no appointment is required.
You will be greeted by one of our technicians who will discuss your required repair and provide you with a detailed receipt once your watch is booked in.
Alternatively, you may send your watch to us Free of Charge by ordering our, pre-paid, secure, tracked and insured (to £25,000) postage pack.
We pride ourselves on our rapid turnaround time merged with the highest quality craftsmanship.
It is rare that any job is 'too large or too small' and we are often able to carry out part repairs such as glass replacements, crown replacements, bracelet adjustments and refurbishment & polishing, without the need for a full service.
Battery replacements & water resistance testing are carried out the same day, along with a water & pressure resistance test and receipt.See more
