Luxury Watch Repairs Ltd, London

E Eradicator

I trusted this company with my Omega in September 2023 for a full service and a clasp replacement. Unfortunately, my experience has been deeply disappointing. From the start, they failed to provide proactive updates. The only time I received information was after repeatedly chasing them, and even then, it came weeks after missed deadlines.

Initially, they claimed the delay was due to waiting for the replacement clasp. Frustrated, I tried to cancel the clasp replacement and proceed with just the full service. They agreed, stating it would take 7–10 days, only to reverse their decision five weeks later, saying it was too late to cancel the clasp replacement. They then added it would take another three weeks! That was four months ago.

I eventually contacted Omega directly to verify their accreditation. While they did have accreditation at one point, it was revoked in July 2024. Since then, I have requested my watch be returned in its current state, but I’ve been met with complete silence for over three months.

I’ve begun to suspect they don’t service watches in-house but instead act as a middleman. This might explain the poor communication and delays. However, their behavior has started to feel less like incompetence and more like something closer to fraudulent.

Their overall review score looks decent, but it’s worth noting many of the glowing 5-star reviews are from simple battery replacements.jobs that any watch shop can complete on the same day. Instead of addressing concerns, they often deny knowing the reviewers, casting doubt on their authenticity. They also challenge reviews for defamation which Trustpilot immediately hides, you can appeal the challenge but then Trustpilot takes 10 days to review it and the review gets automatically deleted after 3 days.

Don’t be misled by their Canary Wharf location or their polished appearance. I strongly advise anyone reading this to steer clear and take your business elsewhere. Save yourself the frustration and risk.

Davey2024

Any update on this?

Davey2024

Their recorded message says they don't reopen until the 3rd...

I have never been asked to pay for anything with my watch guy upfront, he is Omega trained, certified and accredited and works at one of the largest independent repair centres in the UK. Literally every jeweller in this area send watches to them.

I cannot speak highly enough of their customer service, professionalism and passion.

Happy to recommend, if you wish?

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

Thank you for all the replies and support. I will wait to see what happens in the new year and if the watch and money are not returned promptly I will take matters further either by going there in person (I am 100 miles from London so don't particularly want to have to do this) or by commencing legal action.

@Davey2024 re the Omega accreditation, when I sent the watch to them in April they were apparently an authorised Omega service centre but when I contacted Omega they informed me that this was no longer the case and any accreditation they had held was removed in July (hardly surprising in view of their service levels!)

P PaulJD

Thank you for all the replies and support. I will wait to see what happens in the new year and if the watch and money are not returned promptly I will take matters further either by going there in person (I am 100 miles from London so don't particularly want to have to do this) or by commencing legal action.

@Davey2024 re the Omega accreditation, when I sent the watch to them in April they were apparently an authorised Omega service centre but when I contacted Omega they informed me that this was no longer the case and any accreditation they had held was removed in July (hardly surprising in view of their service levels!)