Luxury Watch Repairs Anmeldelser 

I’ve used this company before, so when my watch needed a service in June 2025, I was happy to pay £450 by bank transfer and sent the watch via their “free” insured postal service. Despite numerous call, promises that it’s almost ready…last time I was able to contact them was January 2026…my watch, is still with them. I’ve sent several emails skiing them to return the watch but nothing only an email saying my email will be dealt with in 2-3 days! 11 months down the line still no watch. I’m doubting that the watch is still with them. In Autumn last year the LWR company was taken over and was in financial difficulties. As far as I know they are now trading under LWR Holdings Ltd. This is a parent company. They said that they would honour any outstanding repairs as a “gesture of good will!” That was in January 2026. I’ve even contacted a business trading in the same street to find out if in fact they are still in Hatton Gardens….and yes, they are open but not answering any calls. It’s disgusting what they are doing to people who’ve paid good money in good faith and keeping our property. As I paid by bank transfer I can’t even claim my money back form the bank. What do we do from here? Don’t touch them with a barge pole!

DO NOT SEND YOUR WATCH TO THIS COMPANY!!
REF Order#65684
I paid £840 for a repair on my Omega Seamaster in October 2025. I have constantly chased for updates and was told on 2nd March the repair was due to be completed that week. Since then I have had no updates or communication, I have emailed numerous times and despite receiving automated replies confirming my emails have been received there has been no reply. Phone lines are just a recorded message and online chat is never answered. I have spoken to a serving police officer who has advised to report the company to the police as "permanently depriving the rightful owner of the property." which I intend to do. I will also be contacting trading standards and watchdog. How a company can just cease comms is beyond me - very stressful experience - DO NOT SEND YOUR WATCH!!

Update 22/07/2026
Shortly after I submitted the above review I was contacted by the company apologising profusely about the situation. The reason given for the delay was the the company has been taken over once again and this had resulted in the lack of communication and delays. I was advised that the watch repair was now being outsourced "as a goodwill gesture" and would be completed in 8 to 10 weeks with regular updates on the progress.
It will come as no surprise that we are now at the 10 week stage and I have had zero communication with the company despite me chasing for updates.
Just to add as well that after I submitted the first review the company tried to have it removed for "Defamatory Content"... fortunately Trust Pilot reviewed and determined it was not.

Still waiting for a repair after a year. Cannot get anyone to answer the telephone, respond to emails or answer the chat service.
I am now concerned regarding my Rolex Watch. I have a receipt for it back in May 2025.

I sent my watch for an estimate. This was too high, and I requested its return and paid the return charge. This was on April 07 this year, and on 11 May, I have heard nothing from them despite four emails requesting information about its return. The telephone number refers to the email address that hasn't generated a response.

I am delighted to say that my watch is now being returned, and I received a call today to apologise for the delay due to a lack of staff.

Watch was with LWR for approx 30 weeks, with the actual rapier taking 5 weeks longer than their quoted 15-20 week period.

Comms with this company are atrocious. Phones have message that short staffed and ask to use web chat. Web Chat never gets a response and emails are rarely answered.

My watch was returned after ‘vigorous’ testing and checks with the 24hr dial and main dial saying 2 different times….

Unable to get in touch with company for 2 weeks since return of watch to raise this issue, despite them sending an email wanting me to leave a positive review and seeking my comment on service.

I’d avoid using at all costs!! This was my first watch I sent to LWR, and it’ll be the last.

I will be seeking a full refund.

Acknowledging response below, and note that you acknowledge information that I have submitted by email today, however no one has been kind enough to respond to email which is typical of you.

To clarify, I have been advised by Trading Standards to request the 50% reduction in payment AND my watch repaired properly, given the extended time you have had watch, and failure to repair properly.

Can’t reach anyone by phone, rarely get a response via email, web chat is a waste of time. I did eventually get my watch back with some deep scratches to the bezel.. should have sent my watch to the manufacturer. Luxury watch repair was cheaper but now I know why. It also took 6 months to finally get my watch back and they tried to extend the process further. Absolutely shocking business..

Recently sent a Cartier, that I haven’t used for two year as stopped working, to Luxury Watch Repairs. Secure insured packaging both ways, watch fixed, communication at each stage. Would highly recommend using this company.

Excellent service. Postage pack arrived quickly and had update on receipt of my watch and how to pay for work soon after I’d posted it. Had updates on progress. Only a battery change but watch checked and cleaned before returning.
I’d recommend this company.

The quality of the work is exceptional / unquestionable. I did find it slightly challenging to get status updates with prolonged lead times. However once I connected with a employee (vs generic info emails) then the communication improved. I will definitely use again.

Luxury Watch Repairs is a company I have used before to have the battery replaced in my Omega Ladies Watch.
On contacting them they sent me a prepaid special delivery padded package to return my watch to have the battery replaced, they kept in touch by email to confirm my watch had arrived with them, for which I was grateful for.
My watch was returned along with a very useful watch case for storing when not in use, my watch certainly looked like new again after being polished I was very impressed.
Thank you very much for a good job well done.

Susan Conner
Brechfa House
Brechfa
Carmarthenshire.

Great service with full updates what was happening with my watch and it was returned looking super shiny and brand new

Great job with the changing of my watch battery.

Brilliant!

From start to finish the process was really simple.

Like many I wanted to be sure I was sending my expensive watch to someone genuine so I did research before hand.

Greta price, fast return... Can you recommend highly enough!

Reasonable price for my battery replacement in my Tag
Very speedy turnaround and case supplied for transportation was excellent protection for my watch

Great communication and great service too ! Recommend

This company serviced my TAG watch. As I am not close to their store, I sent it through the post. It was all done through secure signed for delivery. Customer service was great, I was kept informed all the way through and the watch was returned to me in a lovely case, again through secure delivery. Highly recommended.

Update 24 May 26
After 3-4 more attempts to contact via email and phone, Luxury Watch Repairs have not responded to my requests for update. It has now been 33 weeks since I sent my watch to them and almost 3 months since the last communication from them. I have now sent the details of this situation to the Consumer Champions team at The Guardian, in hope that they may see fit to investigate on my behalf, and all of the others with similar experiences who have posted on TrustPilot.

Sent my Breitling watch to be repaired on 29 Sep 25 with a timeline of 15-25 weeks. It has now been 30 weeks and the sporadic email responses have completely stopped. Last communication from LWR was on 4 March with a commitment to provide me with a further update in 4 weeks time. Am starting to feel like I have been scammed. Order number is 65403 and the surname matches the name on my profile on TrustPilot. Would be wonderful to have a response and know that my watch is actually being repaired. Have paid £800 for this service and am naturally concerned.

AVOID! sent my tag watch to this company back in September 2025, paid over £500 for service and repairs, was told my watch would be returned to me within 15-20 weeks. 34 weeks have now elapsed. Due to sentimental value of my watch and also the value of my watch I have given them a last chance to return my watch regardless of whether the work has been done. I will issuing legal proceedings and reporting as theft if it is not returned to me within the next 3 working days. I’ve literally had enough now. It’s disappointing when you think you’re using what you think is a reputable company.

Very easy to deal with.
We have used this company before for insurance quote for repair to a
Breitling watch .
On this occasion only required a replacement battery to a Tag Heur but very honest straight up service & even followed up to make sure watch received satisfactorily.
Will definitely use again.

I’ve used this company over at least 3 years and previously the service and especially communications were excellent.

They have failed to reply to emails for over 2 weeks. I visited the Hatton Garden location to find a note on the door explaining I list scan a QR and make an appointment. None available for days, what a waste of my time. I wish they would take calls or reply to emails. When I dropped my watch off, there was a very upset couple who’d travelled from Oxford waiting for someone to open the shutter, this was at 11am and no one was answering the phone or even a note on the door.