Review Time
My husband already has one of these watch winders for his watches and thinks it's great so when we were looking for a gift for that 'hard to buy for' friend who also loves watches it was an easy choice. We had a small issue in that when wrapped as a present out of the shipping cardboard box the cable that connects it to the plug wasn't included. When I contacted customer services they were quite sure it had been there in the packaging whilst I am convinced it hadn't been - however - they immediately sent out a new cable directly to my friend who we'd gifted it to so I cannot fault the customer service and the design and function of the piece. Would def recommend and buy again.
My husband already has one of these watch winders for his watches and thinks it's great so when we were looking for a gift for that 'hard to buy for' friend who also loves watches it was an easy choice. We had a small issue in that when wrapped as a present out of the shipping cardboard box the cable that connects it to the plug wasn't included. When I contacted customer services they were quite sure it had been there in the packaging whilst I am convinced it hadn't been - however - they immediately sent out a new cable directly to my friend who we'd gifted it to so I cannot fault the customer service and the design and function of the piece. Would def recommend and buy again.
The webshop turned out to not be 100% up to date with recent product revisions, but without going in to details, i was informed and assisted instantly, outside of office hours, and was offered an additional component free of charge to compensate. This is the kind of dedication and customer service that you love to support. Big thanks and much appreciation!
I have a Roogs watchwinder for a long time now. Still works like a charm. At some point I lost the 220V adapter.I contacted Roogs by e-mail, asking if they would have a spare one to buy.They responded immediately, saying that they also had separate adapters available. One day later, to my great surprise, I found a package containing a new adapter in our mailbox. I then sent an email to thank them and to ask what the costs were.I received a reply saying that it was free of charge. Where can you still find such service!
Reading reviews I would have expected fairly good customer service from Roogs if things go wrong, this however is not my experience.I ordered a two watch winder & the overall quality of the product is good & having ordered during the Black Friday sale I believe it was also well priced.I quickly realised that the winders stop position was out of alignment (stopped at an angle). Roogs advised that this could not be resolved without returning the product & did not want to arrange collection & replacement item due to costs.Instead they suggested a partial refund & at this stage I reluctantly agreed & conceaded that I would have purchase another product (elsewhere) as my son in law said he would have the Roogs winder.Ultimately Roogs then ceased communicating & have never actually made any offer of recompense. They suggested in their messages that I got it for a good price, maybe they believe that this is enough to justify a faulty product.Disappointing after sales service from what on the surface appears to be a professional company operating in a luxury products market.I now have a Wolf winder that operates correctly.Edit: 2 hours following this review Roogs Director contacted me & processed a partial refund of €100!
Update, contrary to your response, I was very clear in where it was to be shipped, as can be seen from the following copied from the WhatsApp exchange had with your office on the Sunday in questions: [13:45, 30/11/2025] ME: I have gone to order it and it has a shipping charge of 60 euros, but Malta is within the EU?[13:56, 30/11/2025] YOU: Yes but some countries are very expensive. If you send me your address we can have a look tomorrow[13:59, 30/11/2025] ME: That is not what your website says, there is no indication that this does not apply to any country within the EU. If you intend to apply a charge to any country within the EU, the above will be construed as misrepresentation.[14:04, 30/11/2025] YOU: Send us your address and we will have a look at it tomorrow. We are now not in the office. Islands and other eu countries has a shipping fee[14:06, 30/11/2025] ME: No, if you ship within the EU, and state clearly that there is Free EU shipping, you can´t apply a fee unless you clearly state that Malta is not included. There are laws against such misrepresentation. I will submit a formal complaint to the relevant ombudsman and take my business elsewhere.[14:10, 30/11/2025] YOU: What country we need to ship to?[14:10, 30/11/2025] YOU: Turkey[14:11, 30/11/2025] ME: Malta. Which is within the EUSince then I have even continued to receive your promotional material via email, each one of which states clearly free shipping within the EU, with no indication of any EU country not being included. Please stop lying. I chose not to buy from ROOGS because their website prominently claims ‘Free EU Shipping’ while still adding a €60 fee at checkout for delivery to Malta, which is part of the EU. The only mention of this exclusion is hidden on a separate page at the very bottom of their site, not where the free-shipping claim is made. When I queried this on WhatsApp, the response was flippant and dismissive, and they simply repeated that ‘islands and other EU countries’ have extra charges, despite this not being clearly disclosed. I have submitted a formal complaint to the European Consumer Centre so that this practice receives regulatory attention. Consumers deserve transparency, and this company’s approach to both information and customer communication falls well short of that.
Motor was broken in the watchwinder. Julia asked if I wanted to send the watchwinder back to them or if they could send the motor to me. With a very clear video from Rogier I fixed the watchwinder myself with the new motor. Also got a present for the inconvenience. Thank you again! This is what I call good customer service.
The care in customer service was outstanding- I had a few questions and found the winder was not what I needed for my watch’s collection - Rogier went through what would be best - sent me video explanations of what to do/ look out for on my winder - it’s was arguably one of the best customer service experiences I have ever had - I will definitely recommend the company if you need a world class watch winder
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ROOGS was created by founder Rogier van Dijk in 2015. With a passion for beautiful timepieces, horology and style Rogier was in constant search for the perfect watch winder for his collection. After years of finding poorly made solutions that didn't quite meet expectations Rogier set out to create his own line of premium watch boxes, watch winders and watch stands. Classic, timeless designs that store, wind and protect your favourite watches while looking great in any interior setting. Creating beautiful watch accessories at accessible price points for every watch enthusiast.See more
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