OfficialWatches Reviews 286

I have been waiting for over three months for an agreed Cartier Panthère exchange from Official Watches.
The exchange was confirmed in writing and the replacement watch is already registered to my name with Cartier, but the retailer has not delivered it and only offers a refund.
I have raised this with Cartier and Trading Standards.
Thank you for your reply. The exchange was confirmed in writing and the replacement watch, already registered to my name, has still not been delivered. I am waiting for the agreed product, not a refund.

Update – Issue Resolved
I have now collected my replacement Cartier Panthère in person. The watch is genuine, brand new, correctly registered in my name with Cartier, and I also received complimentary travel cases with the handover.
The process ultimately reached a positive conclusion, though it did require persistent follow-up to get there. The handover in store was smooth and the staff member assisting me was polite and helpful.

Purchased a Rolex and had a few serviced and the teams service and professionalism was exemplary.

First class and a stand out experience.

Paul M.

OfficialWatches has a strong reputation for exceptional service, but my recent experience was a mix of positives and negatives. The staff were incredibly welcoming, and their professionalism was evident throughout the process. I did encounter an issue with my watch, which was not the company's fault, but they handled the situation commendably. They offered a full refund and the opportunity to inspect and repurchase after rectification. While their service is generally reliable, this hiccup makes my overall experience a solid three stars.

Wow, where to start, from initial contact to meeting in boutique was all very positive.
On arrival in boutique was made extremely welcome
The whole experience from start to finish was incredibly professional. I have purchased many watches from Authorised Dealers and have to say this by far exceeded any previous dealings.
Unfortunately through no fault of their own I did have an issue with my watch, however the way in which this was handled was truly first class. My watch issue is to be rectified and I am free to inspect and re purchase the watch, meanwhile being fully refunded.
So yes, buy with confidence from these people, you won’t regret it !!

This is the third time I have used Official Watches to procure a quality watch. It was refreshing to find the company (especially George Costas) maintaining their high standards. George sourced me the watch I requested within 48 hrs at a price and delivery that was extremely acceptable and the follow up service after placing my order was exemplary…..great company.

I came to change the battery of my watch and was astonished that it was done in less than 5 minutes... for free...

Hi Guys, just done the deal on the new 50mm titanium Rolex. After trying to get it sorted with 2 other watch shops i tried Official watches, dealt with a guy called George he found me the watch agreed the price and i had it on my wrist within 3 days, excellent service extremely friendly i would highly recommend them 10/10 thanks George all the best Mark

Brilliant service from the guys, they fixed my watch after I broke it and it came back looking like new. Would highly recommend this fantastic family run business.

My husband would not shop for watches anywhere else. Official watches are very professional, highly knowledgeable and he is always delighted with their service.

Fantastic service. The shop is a must visit for anyone interested in a quality watch with great advice to go with it. Many thanks
and Merry Christmas.

I decided to put the Official Watches Buy Back Guarantee to the test today on a watch I bought from them 2 years ago. The Guarantee (after I brought it to their attention today) has now been removed completely from their website. It stated (and I have printed copies before they took it down) "A big factor when choosing any watch is depreciation. Let Official Watches reduce any worry with our Buy Back service. Our Buy Back Service guarantees that we will purchase your watch back from you, at exactly the price you paid if you want to switch up, switch over, or sell completely two years after purchase."

Guess what happened? When I enquired about this I was told initially that there was no such guarantee and then when I referred them to their own website they told me this was written incorrectly. I then quoted further paragraphs from the Guarantee on their website and they removed it altogether.

They stated this was an error and that they would simply not be honouring it.

To give a balanced review I have previously had good dealings with Official when purchasing watches but its sometimes when selling and when the markets are not flying high that puts things to the test. Unfortunately they have failed very miserably here. Be careful!!

After reading the response from OW I felt I had to respond.
The guarantee was on the website as clear as day. It addresses exactly the concern about depreciation, which would normally only happen in a market such as today. It also went on to state "Where's the catch? There isnt one. The commitment is simple. Bring your watch back to us in two years time and we will give you your money back. we've not buried escape clauses in the terms and conditions". But now it appears they only offer this in a rising market where they can buy the watch back at the original price and make more money selling it again at a higher price. I am looking forward to seeing the new "Guarantee" once it is written and to compare how far away that is from the original "Guarantee"
They did offer to sell the watch on a 0% commission basis. However, their feedback was the watch would not achieve the original price so I would make a loss anyway. I questioned what their incentive would be to actually sell the watch and explained that leaving my watch with them indefinitely was not acceptable in a market where clearly some dealers are struggling. I clearly never stated they would go out of business or accused them of wanting to withhold money/ the watch but stated that it would inevitably lead to problems with getting my watch back should that happen. On the basis that they had destroyed trust by completely reneging on the "Guarantee" they had previously offered me and all other customers, I declined this. At no point did I ever demand an instant money transfer. This is a complete lie. The solution I offered was for them to offer me a price in between the current dealers value and actual sale value of the watch. That way I would be happier and not lose as much and they would have a watch which they could then resell and make money themselves. This would have been on the basis of a straight sale with no risk by way of consignment being involved. This was flatly declined by OW .
These various comments by OW are simply a smoke screen to detract from the fact that they had been selling timepieces for a number of years under a guarantee that they were never willing to honour when/ if it was actually needed.

I saw a watch I'd been searching for over some years on the Official Watches website. The exchange of a few emails, with fresh photographs, and a deal was done. The watch arrived promptly and was exactly as described. Mercedes was charming throughout and I've added their website to my favourites.

I needed a service on my IWC contacted George posted the the watch had a message to say that it had arrived two days later had a message to say it’s on it’s way back top service O.W. always my first port of call when I can afford to add to my collection

Collected my first AP yesterday (25th May 2022) Mercedes sourced a discontinued model for me, all communications were prompt and thorough. Delighted with my watch and the experience, I was kept up to date with progress from the start and would highly recommend to either first time buyers or seasoned collectors, thanks again to Official Watches

First time in their shop. Superior service on watch battery replacement. Amazing selection of watches!

My first time here, excellent service, professional and friendly staff. Highly recommend

Great advice on phone and excellent service in-store. Ended up changing battery in my watch gratis. Thank you!

Just purchased a Lange 1 from Official Watches - a quick efficient transaction handled by Mercedes who did me a great deal taking my Rolex LV in part exchange. Highly recommended !

Great experience from start to finish. Very happy with my watch purchase. George was very helpful and professional throughout.

The communication was amazing, any questions I had was answered almost immediately giving the hole experience a lot of ease.