Luxury Watch Repairs Ltd, London

P PaulJD

Hi everyone, I Just wanted to give a heads up to any UK members about a company called Luxury Watch Repairs Ltd, Hatton Garden, London. I would strongly advise anyone not to use this company if you ever want to see your watch again!

In April of this year I sent my Omega Seamaster watch to them for a full service and replacement bracelet. I was quoted a price of £1,791.60 to carry out the work with an estimated timescale of 15-20 weeks and the quotation terms stated "The service for your watch is an official Omega service and our service centre is fully authorised, approved and recognised by Omega".

With this in mind I agreed to the quotation and paid the full amount for them to go ahead with the work. I have since attempted to contact them to enquire about the delays, initial emails were ignored and when I eventually managed to contact them by phone I was given conflicting reasons for the delay on two different occasions. Quite clearly these were just lies and excuses.

As the company was an Omega authorised repair centre I decided to contact Omega themselves to complain about the poor service only to be told by Omega that the company was no longer an authorised repair centre and any accreditation they had previously had was removed in July of this year.

As they were clearly no longer able to provide the official Omega service that I was paying for I contacted them to request that they return my watch and my money. Again several emails were ignored, promises that someone would call me back were never followed up on, and when I finally did get a response I was told that they had sent my watch to an official Omega service centre to carry out the work and it should be completed in 7 - 10 days. They stated that they would be checking up on progress every few days and keeping me informed. When I asked them to tell me who the company was that would be carrying out the work they refused to give me that information.

This was over 3 weeks ago and I still do not have my watch back and have had no further communication from them. I have attempted to contact them again but yet again my email has been ignored. This is without a doubt the most appalling customer service I have ever encountered and it now seems that after almost 8 months my only course of action is to take expensive legal action to attempt to recover my property and my money.

P PaulJD

Yes that's my next step, I'm also reporting them to Trading Standards

A andrew.leach@dwf

I have similar but worse problems. Just sending a solicitors letter now. Did you get the watch back?

P PaulJD

Sadly, no. On the 3rd of December I received a phone call from Oliver Pollock, the director of the company and I informed him that I wanted my watch and money returned and he eventually agreed that this would be done. On the 12th December I received an email stating that the return would be processed "right away". I have heard no more since then, my email asking why this has not been done was ignored and when I telephoned asking to speak to Oliver Pollock I was told that he was "not available" and as it was now close to Christmas no returns could be processed until the 2nd Of January!

P PaulJD

Sadly, no. On the 3rd of December I received a phone call from Oliver Bollock, the director of the company and I informed him that I wanted my watch and money returned and he eventually agreed that this would be done. On the 12th December I received an email stating that the return would be processed "right away". I have heard no more since then, my email asking why this has not been done was ignored and when I telephoned asking to speak to Oliver Pollock I was told that he was "not available" and as it was now close to Christmas no returns could be processed until the 2nd Of January!