Rotary Watches Avis 

Great watch at a great price, thank you

Excellent, very pleased

17 April 2025
I ordered a watch online and paid for it via PayPal.

25 April 2025
Watch was delivered and I decided it wasn’t for me so I started the returns process as per the website. A returns number was requested via email to the address for service. This email address is the one shown on the returns part of the website. The email was rejected as non-deliverable because when you click on that address on the website it creates an email to go to a different address (time)

29 April
No response to email of 25th so the email was resent with a note asking for a reply.

2 May 2025
Still no response from Rotary to the emails mentioned above. I then went through their website looking for other email options. So all the correspondence up to this point was resent to 2 new addresses.
The text I sent is below as this just served to highlight more issues with their systems.

“Hi Peers Hardy

I purchased an item online recently. When I saw it, I decided it wasn't for me, so I'd like to return it. I have tried to follow the process as outlined on your website, but so far that has fallen short. Can you help please?

1. Your instructions are to contact "service". (Screenshot below). I clicked on the link to the email address on 25th April and got an email rejection. This was because your link actually created an email message to go to “time” So there's an issue there.
2. I resent the message to the service email address on 29th April. Still no response.
3. So here I am trying again to send to 2 different email addresses. You contact us page says to use email address "customerservicedepartment" , but when you click on that link, it creates a message to go to "contact". You need to look at links on your website because it is making your customer service look poor. So I am sending this email to both addresses in the hope that I get a response.”

12 May 2025
I finally get some response from Michelle Bradney on the “service” address. She gives instructions on how to return the watch, which I comply with and send it via a signed for service. This was at my expense as per their website.

19 May 2025
Follow-up email sent to Michelle as no acknowledgement of receipt of the watch and no information about when they are going to refund me.

Same day I receive a message from Jamie on the “customerservicedepartment” address. He gives me details of the return process I should follow (slightly different to the process I actually followed). However, since the item has already been returned I thanked him for his email and told him that Michelle was dealing with the issue. Part of the return process that was majorly different was that he sent me a link to Royal Mail that would enable me to return and track the item free of charge. So I mentioned that I had already paid for the return: would they please add my postal cost on to the refund that I was due. Jamie acknowledges receipt of my email, apologies for the delays because they are very busy and says he’ll leave it to whoever is dealing with it.

22 May 2025
I get an email from Natasha on the "customerservicedepartment" address telling me how to return the watch etc and asking me to ensure that I keep the postal receipt until such time as I get the watch back. She seems to think it’s going back for repair and I want it back. Not so.

27 May 2025
I reply to Natasha to say that the matter is being dealt with Michelle Bradney. I told her:

“Hi Natasha

Thank you for getting back to me. I have had a really difficult time dealing with your group since the watch was delivered. I started the returns process as per the instructions on your website and did not receive a response (from service) in what I thought was a reasonable time, so I looked for other ways to contact your group, and that's why you had my email. There's probably no need for you to intervene at this stage.”

On the same day I emailed Michelle asking for an update. No response so far, not even an acknowledgement that she received my email.

30 May 2025
Further chase up email sent to Michelle. No acknowledgement received.

3 June 2025 – summary so far
17 April Watch bought.
25 April I have tried to start the returns process.
15 May watch delivered back to Rotary.

Still no refund so I lodged a dispute with PayPal. Within an hour Rotary have refunded the purchase price but not the postage.

Their product has deteriorated in quality and their customer service is absolutely appalling. I can’t recommend them: and even though I have had several of their watches over the years, I won’t be buying another, ever.

Good product, very good service, thank you.

Nice watch looks really well.
Easy to order.

The watch is the usual excellent quality Rotary are renowned for. Add to that the amazing looks, it’s a fantastic watch.
Well worth the wait.

item hasnt arrived despite ordering over a week ago, website down for maintenance constantly, very poor

Website easy to navigate with fairly good descriptions of products, which in themselves are excellent, my wife and I own probably a dozen Rotary watches between us. The price was fantastic, not only a clearance reduction but my extra discount for a first purchase. It would have good to get a dispatch update from Rotary, but the carrier provided their updates. The product arrived within 2 working days, well packaged. All in all a great experience and one to repeat.

Very pleased with watch good value and quick delivery

Really fast and free delivery of a quality watch.

Having bought my son a rotery watch for his 18th birthday I was so dissapointed to see the second hand was lying in the face of the watch and lodged in the skeleton movement.
Clearly a very disappointing experience as I then needed to return watch for a repair.
This was not a cheap purchase £300 , I expected better.
Also to add insult I have to pay for the postage to get it repaired.

Superb service, fantastic price for a brilliant watch.

Item arrived damaged and defective. Despite two emails to Rotary requesting a return, there has been no reply.

Terrible product and desperately poor customer service.

I am writing to express my extreme dissatisfaction regarding the handling of my refund. I returned a faulty watch due to quality issues using Royal Mail, with a postage cost of £4.79. Before sending the item, I was assured by your customer service that the postage fee would be refunded once the return was received.

It has now been two months, and despite sending over 20 emails and reaching out via Instagram, I have received neither a response nor the promised refund. This lack of communication and resolution is completely unacceptable.

Update - received a reply to my complaint email, and they were going to arrange a technician to call! Yeah right, to little to late, what utter incompetence
I am using a qualified original watchmaker to repair, as any trust here ‘gone south’ NOT THE ROTARY COMPANY OF OLD 😩

Emailed to identify if they could provide price for my rotary elite as the date wheel skips date, they responded by advising if i provide a contact number a technician will call me, i confirmed when i would be available which was after 11am same day and 2 DAYS LATER NO CALL 🤷😩

So will now find a local watch retailer and would NOT RECOMMEND THE SERVICE DEPARTMENT at all

I like this watch and I'm glad I bought it. Unfortunately it didn't work and I had to go to a watchmaker who had to change the battery, which is very disappointing.

Good watch company normally offer a free returns, with Rotary you have to pay for that.

Brought my watch online, the delivery was quick and the product arrived safely. The watch itself is fantastic, my first automatic. I’m definitely going to be buying from rotary again, the brand has an iconic history which was another reason I brought my watch and Will definitely buy from here again.

Ordered a lovely pair of his n hers watches for a very special event.
Easy order, swift delivery, quality items, job done.
Highly recommend.
Thanx 😊

Rotary watches are good value for money