The Watch Lab - www.thewatchlab.co.uk

What a fantastic shop, needed a battery replaced. Respresentative went above and beyond to help me.

Very friendly with a big smile. Very very knowledgeable on watches. Professionalism to her job was outstanding.

Well done for sorting out my watch and also your for great conversations.

I had to think long and hard before paying £500 to get my vintage Omega watch serviced.I decided it was now or never so I went ahead with it to be able to pass it on when the time comes.

I first took my watch to their Southampton kiosk for a service on the 11th May 2021 and received it back on the 27th September 2021 (139 days later) supposedly repaired. The watch kept stopping. This is a fault I have never had before so I sent it back for the second time on the 1st October2021 and received it back on the 15th November 2021(45days later). The watch ran for while and then started stopping again.

Back it goes for the third time on the 15th February 2022 and I received it back 29 April 2022 (72 days later). Needless to say it was still stopping.

Back it goes for the fourth time. I asked how long it would take to repair it this time and the counter assistant informed me it would be a whopping 46 weeks (322 days) having no alternative off it went with the assurance that they would let me know when I could collect the repaired watch.

Not having heard after 46 weeks I contacted the Southampton branch was told indeed my watch was ready for collection, in fact they had had it since March 2023 and it had been in a draw there for ten months. Why had they not contacted me? Answer = Their phone was out of order!!! Ten months I don't think so. And yes it is still stopping.

In total the watch has been away for 16 months and now has a fault it never had before, the more they fixed it the worse it got.

I then contacted Customer Services with a letter of complaint asking for a full refund and received an e-mail from Mr who informs me they have concluded "there are no issues with my watch and everything is working as it should. Due to this we are not in a position to issue a refund for the service provided"

Unbelievably Mr says "However in recognition of the poor service you have experienced, I would like to send you some complimentary vouchers as by way of apology"

I don't want free vouchers or an apology I just want my watch repaired that's what I paid for.

How can everything be working as it should if the watch keeps stopping?

The function of a watch is to tell the time if the watch keeps stopping then clearly there is a fault.

Reviewing the answers from The Watch Lab on Trustpilot there seems a lot of sorry's and apologies etc; but no positive action to put things right.

I would welcome a response to this review from The watch Lab I hope this matter can be resolved amicably.

I will not let this go or give up £500 for a now broken watch.

Bought my watch in for a new battery and service, manager was serving us and for some reason was rude, abrupt and condescending .

She was rolling her eyes telling us that she would replace the battery first, and if it didn’t work she would then send i5 away for a service. We explained it does work and I wanted both done anyway.

In the end we said we take the watch somewhere else, it just wasn’t worth the rudeness from this manager in your Southampton store

A great service given from start to finish. After many months of trying to replace a ceramic strap on a DKNY watch, between Mallorca and the UK, and having no luck whatsoever from various watch repairers and jewelers, I finally found The Watch Lab whilst out shopping in Meadowhall. He looked at the watch and said he would definitely try to repair the links, which he managed to do, without it costing the earth, as from previous quotes given running into hundreds of pounds.

I am happy to say, the watch is now on its way back home to Mallorca to a very happy customer.

Thank you.

This is one of the great secrets in the UK for premium watch brand servicing and repairs. I sent in my Ebel watch and they did an outstanding job - great service, great communications and a very fair price.

No complaints and would I recommend this company to others - yes - I already have. Thank you

Visited the york branch for a bracelet replacement which was carried out by a staff member who was extremely friendly and courteous will definitely use again

Absolutely useless , amateur tech ability at most and 2nd rate customer care. The primark of the industry . If you want a battery in a Casio fine but if you own a watch over £500 do the right thing and walk on by .

Ongoing dispute with bank , then off to small claims , save yourself the hassle

I took 2 Tag watches to the Preston Cable Court shop for new batteries to be fitted in July 2019 in August I went to collect them and was informed that one needed a service as the battery had been left in too long so I had the watch done on collecting it on the 19th October, I was told it was done and pressure tested and working and covered by a 2 year guarantee ,the first time I got it wet it steamed up and stopped working. It was then returned on the 15/11/2019 to the same Preston shop for repair under your 2 year guarantee ,today 04/02/2020 I have been informed that they cannot now seal it water tight because of a problem with the crown wheel which now does not seal due to the tube not fitting the hole . But when I collected it in October I was told that it had passed a pressure check and working fine , how can it seal then but not now? please advise on the action you are going to take to sort out the watch as a non waterproof watch is not what I brought into you to have repaired.

A quick resolution would be appreciated as this has been going on since July.

followig a few emails i have now been informed that they cannot guarantee the resealing so the 2 year warranty the give you is worthless

Been given a cost for the repair of my watch i left in in their hands.I went back to collect it after them having it for months being told parts were coming from abroad. Upon collection It was obvious by looking at it instantly that a much cheaper part was fitted. Watch was on a worse state mechanically and wasn’t even working now them being told it would cost me x4 times for them to look at it again. Please note watch was in a WORSE CONDITION AFTER THEY HAD IT FOR MONTHs than when it was first handed to them! Makes me so wary about THE WATCH LAB !!! Are they possibly taking good parts out of the watch and replacing it with ‘cheaper parts’. The chap gave me every excuse under the sun and twisted everything I said. Had they said it’s going to cost me x4 times when I first handed it in I would have taken it to a reputable jewellers. I priced around even their quote of x4’s is much more than some jewellery shops. Don’t be fooled by them and KEEP WELL AWAY from them!

My experience with The Watch Lab is…

My experience with The Watch Lab is rather shocking. Went to branch in Stoke in march this year and left them my watch for repair.

My watch still hasn't been returned, received 2 phone calls in 5 months!!! Have been several times asking for update on repair and all I got is that there is no update and they are chasing manufacturer. For 5 months???!!!

And they charged me £49.00 for vattery replacement in the watch I haven't seen since!!!

I don't even know where my watch is gone and if I ever see it again. Absolutely terrible services, if I would have known this I wouldn't take it there.

Stay away from this company if you want to see you stuff again.