Luxury Watch Repairs Avis 

Extremely disappointed. Communication throughout the entire process was terrible. I paid in full and sent my watch to them, then heard very little for months despite repeatedly trying to get updates. The company was 'sold out' to another... After waiting months and months, my watch was eventually returned having not been serviced or even touched. I was left without my watch for all that time for absolutely nothing. I would not recommend this company based on my experience. This review is left on behalf of my dad.

UPDATE:
My watch has been returned to me and the work has been completed to a high degree of quality. I debated moving from 1 star to 4 star but settled on 3. The communication has been incredibly poor, I feel my watch was accelerated due to my review below and as such can't provide 4 stars.

Previous Review:
I am writing this review in the hope of getting a response from management, as all standard communication channels have completely broken down. I sent my Tag Heuer watch to Luxury Watch Repairs on 19th June 2026 for a polish (Order No: 69198). I paid the requested fee of £252 in full. Since that payment was processed nearly two months ago, there has been a total communications blackout. I have received zero updates, my emails are ignored, and I cannot get through to anyone. I require an immediate update on the status of my Tag Heuer and a confirmed delivery date for its return. Please contact me directly to resolve this urgently.

They have had my Tag watch since February 2026 . After weeks of sending emails I eventually got a reply telling me my watch would be delivered back to me in July … guess what … still no watch .
I’ve sent several emails and still no reply . The customer service is just terrible . I have no choice now but to escalate this to the proper authorities.
Chris Marchant

I was quoted 15 to 25 weeks repair for my watch. At the time of writing they have had my watch for 37 weeks. I have been totally unable to get any response to an email or speak to anyone on the phone. They have had several recorded messages with no option to actually speak to anyone. I fully appreciate that specialist watch repairs can occasionally encounter delays. However, delays of this magnitude, combined with an apparent inability or unwillingness to communicate with customers, fall well below the standard of service that I would reasonably expect from a professional organisation. I have written to their MD today by email and by post as recorded delivery raising a formal complaint. I have given them a week to revert. An update on 11th August - despite the recorded delivery being signed for at 0913 on Tuesday 4th August absolutely no response has been received! I am now proceeding with legal redress. If I could change my rating to zero stars I would.

I can only presume the positive reviews are fraudulent.
Today I received my omega watch, which I had presumed they had lost or stolen.
A payment of £972 was made for full service and strap refurbishment. The watch was returned with no work having been carried out. I have had no explanation or communication from this company since the end of last year when they said they were sending the watch to Omega. Quite simply they are deceitful cheating thieves. In this time of AI generated reviews - please do not believe any of the positive comments attributed to this company. Avoid at all costs.

We got there in the end, to be fair the new investors have honoured my watch repair and it came back looking like new,
Kelley who has been the point of contact has been honest and given me real expectations of when I would get my watch back and I thank you for that.
I wish it could have been like when LWR carried out previous watch services but it is understandable why that didn’t happen. I’m sure the team at LWR are looking to the future and getting back to their original level of service.
Good luck.

Truly awful customer service, like next level poor.

Have used before and were slow, but they have really stepped up their game to offer some of the worst customer service I have ever experienced.

ii my mind they have stolen my watch and £1000. Iv not heard from them in months and have sent countless emails.

Im now seeking advice from my solicitor to see if I can make this a criminal matter.

Whatever you do, do not send your watch here.

I paid and submitted my watch for a service at the start of December 2025. I collected my watch in July 2026; seven months later. During this time I was not kept informed on why there was a delay. Numerous emails received no response, online chats were not responded too, when calling the office there was no answer and no facility to leave a message. When I went to collect I had to wait in an empty room for a member of staff to appear. The young lady who served me was polite and friendly, however when I talked about my negative experience I was given no real answer or any form of recourse. I later received a feedback form and I have submitted my response; I have yet to receive a response of any kind
I will not be using this company again

Very impressive, had a few little issues, however kept up to date with said issues, would recommend the service wholeheartedly

11 months ago, sent £1K plus my rolex watch off for a service. Tried several times to receive an update /timeframe of receiving my watch back. ( All to no avail by different communication methods). after finally receiving a different communication from their website, was then informed original company went bankrupt and as a courtesy they took on my case.( They failed to mention the M.D. (and all other details)was same person just a slightly different company name ( these appears to be the same M.O. that all the " Cowboy" companies take ?????. and are allowed to get away with !!!) Very polite response saying Rolex staff had left , therefore unable to give any other information regarding time frames etc. So I'm stuck with response of receiving my unservices watch back ( Minus £1010 money previously paid 11 months ago ) or waiting for undeclared timeframe of a ( Possibly renovated timepiece )

Happy with the battery change on my Longines Hydro Conquest. Very pleased with the secure packaging provided and the speed of service.

Used the company over a few years, no problems, to replace a battery in my Tag watch. Nancy was very helpful, making sure the watch returned to my new address.

Pretty grim, actually. I had all the delays mentioned in other reviews, lack of communication etc. FInally got the Submariner returned and it is sluggish and clearly in need of further work.
The packaging is slick - the service is appalling.

So, following my first review on July 9th, LWR have still not responded to my request to return my watch. They seem to have no time for communications with their customers, but they do have time to read trustpilot as they attempted to flag my first review as 'defamatory' and have it taken down. I am very concerned that this business does not appear to be wholly legitimate, and I have reported it as potential fraud. Currently preparing evidence to submit to the county court, all of which they could avoid just by returning my property as I have requested.

Honestly what a brilliant service. From the packaging to the progress reports and the end result. Cannot fault LWR thank you!

I sent my Cartier back in May. I have tried to contact them via chat and numerous emails but have not received any response in the last 2 months.
Pleased to say it was returned today by DHL.

I am still waiting for my watch to be returned after i declined the repair quote. It's been 3 weeks and no contact. Great service up to this point and looks like a common theme. Cone on LWR get your self sorted and follow through on what is an amazing proposition!!!!!

Excellent comms and updates throughout. Very professional and timely service at very competitive prices, with great aftercare if needed - highly recommended.

Luxury Watch repairs sent back to me my Rolex Datejust On May 13th this year. It was dispatched using DHL Express. It was to be signed for. DHL Express delivered the watch to my home at approximately 12.00 hours on May 14th.

I was not at home. I did not sign for it. It was left on my doorstep. I do not have my watch! I returned home at about 18.30 hours that day. The was no parcel on my doorstep. It had obviously been stolen.

It is now July 21st. Luxury Watch Repairs have failed to respond to any emails for at least six weeks, except for automated replies. I have subsequently had to claim on my own insurance for the stolen Rolex……the replacement cost is approximately £15,500.

This has increased my premiums considerably. Luxury Watch Repairs have failed to respond to my insurers, Hiscox.

As the watch was stolen, I have asked them to refund the cost of the service. They have failed to respond.

I suggest that you do not use this company.

Luxury Watch Repairs will, no doubt, try to get Trustpilot to take down this review. They have done so twice before.

Update 30th July.

LWR have still failed to respond to my request for a refund of the cost of the service on a watch which has been stolen as a result of it being left on my doorstep.

I have now requested a refund from Barclaycard.

I repeat, do NOT use this company

Very quick and efficient service, will use again and would recommend