Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to share the context of this purchase to help clarify the significance and disappointment behind my experience with Breitling.
  
  Years ago, after graduating from college in ****** ****, I proudly purchased a Breitling watch—a symbol of achievement and personal taste. I lost that watch and, for years, never found another that resonated with me the same way. On May 21st, 2025, I purchased a Breitling model that closely resembled my original one, driven by nostalgia and appreciation for the brand’s legacy.
  
  However, since placing my order, I’ve received only one status update. Nearly two weeks have passed with no meaningful communication or indication of when I will receive my watch. I contacted customer support on June 2nd at 1:30 PM and was told the boutique would reach out to me within 24 hours. That deadline has passed with no follow-up.
  
  This is not the level of service I expected from a brand that markets itself as a symbol of luxury and precision. For comparison, when I purchased a *** *****—a watch at half the price—I received frequent updates and had the order fulfilled in under a week.
  
  This is not a request for special treatment or compensation; it’s a formal complaint regarding Breitling’s lack of follow-through and failure to meet basic standards of customer service. I need help in obtaining a clear and honest update and resolution regarding my order. It seems like Breitling is just playing around.
  
  Order Date: May 21, 2025
  First and last status email from Breitling: May 23, 2025
  My First inquiry by phone: May 29, 2025. I was told that the boutique will receive the watch that day.
  My Second inquiry by email: June 2, 2025. I was told that the boutique will contact me within 24 hours.
  Expected Contact: No response as of June 3, 2025
  Resolution Requested: Immediate and accurate update on my order status and timely fulfillment.

  Business Response

  Date: 07/07/2025

  Hello BBB,

  The customer picked up his watch purchase from the Breitling Boutique in ****** on June 5th. 

   

   

   

   

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the delivery of the watch took an unreasonably long time and the order was incomplete—the complimentary notebook was never provided.

  While Giovani at the boutique was courteous, professional, and genuinely attempted to improve the experience by offering a replacement gift, the fact remains that the promised item was not delivered. This was my second—and will be my last—purchase from Breitling.

  The brand no longer reflects the quality, reliability, or customer care it once stood for, and it is no longer worth the premium.
  
  
  
  Sincerely,
  
  
  
  **** ******* ******

  Customer Answer

  Date: 07/08/2025

  I’m not expecting breitling to do anything. So, I wanted to reject the response and close the case. However, I did not have the opportunity to close the case after the rejection. Please close the case for me. Thank you. I also want to express my gratitude and appreciation for all the hard work you (the people that work at the BBB) do for use the consumers. Thank you for giving us a voice. Please keep the good work. 

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $4000 watch in June of 2023, recently the watch face cracked and I sent it to the company to be repaired, initiating the request for repair on 2/19/25. At that time the instructions were to send it in for evaluation, and there was no notification of charges for sending it in to be assessed or for the repair itself. When they received the watch, they acknowledged receipt on 3/10/25 and reached back out stating the quote for repair would be $905 and take 3-4 months to repair (1/4 the price of the watch itself). I declined this option on 3/12/25, and requested for the watch to be sent back to me. They notified me that it would cost me $30 to send the watch back but I never heard back on status of this request. I called on 3/24/25 and spoke with a customer service rep who told me they actually were going to offer me "50% discount, and the total would be $250" for the repair, but then rescinded this offer and said he would just send the watch back. I requested a rushed delivery and have once again not heard back about the status. I have now been without my watch for 6 weeks; I would like my watch returned (fixed) but I also do not feel it is reasonable for a company to request payment for shipping my property back to me without informing me of this once they already have the item in possession. At this point I feel it is reasonable for them to repair the watch and honor the $250 price they told me via phone, and send the watch back in a timely manner.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted my watch for repairs. They use an online hoaky QR. I thought I submitted an approval but apparently I did not. I was warned by the jewerly store it would take months to fix so I was prepared to wait. When I went online and checked my status today they are sending the watch back because I didn't "approve" the repair. NO ONE contacted me from Brietling to attempt to confirm or anything. I spent a lot on shipping getting it out their because it had to be insured, and now they are sending it back because they failed to provide any type of actual customer service on 7k watch!! Unacceptable. I would have gladly approved any work, and thought I had. I want this watch fixed ASAP. Not returned.

  Customer Answer

  Date: 11/20/2024

  Customer Service contacted me this AM.  Their system isn't updated on the link but they assure me it's being repaired and will be returned on 12/3 repaired.  It's showing returning on the 3rd but not repaired and not under warranty, they admit it was miscommunication.  I will follow up if the watch is returned unrepaired but it sounds like the link just isn't working correctly.

   

  Thanks,

  **** *****

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch from the company.
  The company provides a warranty against all defects.
  The watch I own had a part that when pressed got stuck. The watch was attempted to be used as the function was intended to be used, but the part stuck. There was no impact to the watch.
  The watch was sent to the company at my expense to be repaired under warranty.
  The manufacturer stated it was not a manufacturer warranty. They were unable to produce any evidence or other material justifying this decision. I explained that the watch was not impacted or anything and they had no explanation, just that they were denying the warranty coverage.

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1.27.2024 I brought my watch for repair at the Breitling boutique in ********* **. Upon examination the manager Joel S******s said the watch needs to be sent to the corporate office in ***********. I was also told the watch is under warranty and I would not have to come out of pocket. Eight weeks went by with no update on my watch. I called the *********** office to find out the update. I was told the watch the repair would cost $726.20. I mentioned how I was told by Joel the watch was under warranty and no cost would be necessary on my end. The female I spoke to said the warranty is void due to "impact damage". No valid explanation was given as to how they were able to determine that. They refused to honor the warranty. I asked to speak to a manager to dispute this charge and was told the manager was not available. I left my name and number so the manager can get back to me. I was told it will take two business days to receive a response from the manager, its been FIVE days and still no response. The service number is **********

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ********* from Brietling in 5/2022 for $9000. Recently my wife mentioned that my watch was broke. I was wearing it at the time and didn't notice it. The metal bracelet had a link that had fallen out. I wear the watch a few times a week and nothing strenuous. I'm a Realtor and like to look nice for clients. There is nothing else wrong with the watch other than this one little metal clip that essentially fell off at some time. Within the two year Warranty period, I sent it to Breitling for repair. They quoted that I needed a brand new bracelet for $4100. This should be covered under the warranty that exists for the initial 24 months of ownership. I bought this because of the perceived high quality from a respected, luxury watch company. Customer service said it wasn't covered...why?

  Business Response

  Date: 04/26/2024

  Hello, Thank you for your feedback, to advise of the information regarding this concern.

  The requested amount for the damaged bracelet which was paid agreed upon and paid for by the client on March 22, 2024, in additional to the other repair cot for this watch in total amount of $1070.00.

  Repair the damaged bracelet charge was $800.00 not the $4000.00 as claimed.

  Straps and Bracelets are not part of the warranty coverage as stated on our website which can be found on our website under the service tab.  *****************  

   

  Information found on our website for reference:

  The Breitling International Warranty does not cover (hereinafter referred to as “Exceptions”):
  Straps other than metal bracelets
  Wear and tear from normal use and ageing of the watch and/or the metal bracelet and buckle or clasp;

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife puurchased a new Breitling from an authorized online retailer in September 2022 for my 40th birthday gift.
  She gave me this watch December 18th, 2022.
  After wearing it just a couple days I noticed the watch running fast. I corrected it several times then realized there was an issue. I contacted Breitling immediately because we knew the watch was under warranty and the retailer purchased from had a 30 day return policy.
  I shipped the watch to Breitling early January 2023 and explained the issue. They assisted me it would be corrected and finally mid June 2023 I received the watch back. Immediately I noticed the watch still running fast so I contacted Breitling again they said to send it back which I did. They “worked” on the watch until November or December and sent the watch back again. Yet still the same problem with watch running fast. I’m not sure how they cannot see this as I can detect it within 24 hrs but they need 3-6 months. I wrote an email and a manager Nicole Smith contacted just after Christmas to ensure me that this isn’t the standard and she would see what she could do to get the watch replaced for me since there has already been multiple attempt to fix the watch and the issue still persisted. January 2024 I sent the watch back they kept it for a week and sent it back. A representative called and said that the “master watchmaker” worked on it and it’s good to go now. I received the watch back and still runs fast. Approximately 1-2 mins fast per week: I attempted to contact the manager back several times with no response. I sent the watch back again for the 5th time and they sent it back with no information on work performed and you guessed it the watch still runs fast.
  This has now been going on for 15 months and they will not fix my watch that’s under warranty and brand new. This watch has not worked since the day I received it. The company apparlikes to take money but offer no product guarantee. I have filed with ******** ******* also.

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase: 11/24/2023
  Total amount paid (incl taxes): $5046.12
  Product of purchase: timepiece (series number: *******, invoice number: ****************)
  
  I purchased a timepiece at the Breitling Store in ******** **. The store did not have a new timepiece in the original model I wanted (reference number: *************) with an alligator strap. Hence the store manager swapped out another timepiece (reference number: U17325211G1U1) that originally came with a metal bracelet, into alligator straps and claimed that both models were identical.
  
  However, upon checking the warranty card, Breitling's system registered my purchase as with the metal bracelet instead of the alligator strap model. I have reached out to Breitling's customer support to express these concerns as it will devalue my watch should I decide to trade it in the future. Breitling's customer support mentioned that the company could look into creating a new warranty card that matches the correct model and change it in their system for me but after a series of communications, requesting support documents and pictures, I was notified by Breitling that they were not able to create a new warranty card for me nor could they change the watch model registered in their system and they did not provide me with other alternatives despite requesting multiple times for a different solution to fix this matter.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent watch in for battery replacement. Watch was functioning perfectly except for dead battery. Was quoted $700+ for routine maintenance and battery replacement. Declined and just requested battery to be replaced and paid $100. When I received the watch back the hands on the watch would not move. This had never happened before and was not an issue when the watch was sent. Company informed me by phone and email that there was no “warranty” on the battery replacement and I needed to send watch in and pay an additional $700+ to restore it to its previously working condition. I asked to speak with a supervisor and was told none was available and they declined to give me the name of a supervisor.

  Business Response

  Date: 11/21/2023

  Please note that this complaint was addressed while I was on medical leave, hence the delay in response.

  Upon looking at the original diagnosis of the watch repair, the movement was out of criteria for which the compulsory service recommended was a complete service.

  Most likely this was recommended due to the issues the customer noted in the complaint (hands don't move/can't set time). However, the original estimate was refused and just a battery service requested. This is a service we perform but do not guarantee the functionality of the watch or provide a repair warranty for. 

   

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Watch hands had no issues when sent to Breitling. After the watch was disassembled and put back together (and battery replaced) the hands no longer function. Breitling refused to accept any responsibility for damaging the watch and now wants $700 to get the watch functioning again. 

   

  I’ve tried several times to speak to a manager or supervisor. I was called back and told over the phone I would receive a 50% discount on the service then received an email later that no such discount would be provided and no offer made until I sent the watch back.

  I sent the watch back and have been waiting several days for a call from a supervisor which was promised within “24-48 hours” on 11/15. Today is 11/21 and I have not received a call.

  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is now September 28, I still have no idea when my watch will be repaired. When we check the repair (**********) it says it may be complete in November some time. The rude and unhelpful customer service person on the phone cannot and will not tell me the information about my watch unless they contact a boutique about it and then have the boutique contact me. I was told I could only ask them one question per inquiry. Anyhow, I was told by customer service today that it could be much longer for my watch to get repaired. It's not when it was sent off by the boutique, ( March 28th and was received April 5th by the service department) It was explained to me that it will be 6 months from when the order was confirmed and actually sent off for repair (in this case July 6th) I was informed that November is quite early and that I should expect it sometime in January.
  
  At this point I am completely done with Breitling. I find it hard to believe that parts are this scarce. I dont by the excuse that there is a shortage of watch repair folks either. If ********* ***** *** *** can have short turnarounds then I think your company should too. I have an ***** ********* that needed work done, it was done in about 6 weeks. What are my options at this point? Can I get my warranty extended? I am afraid if something happens to this again it may take another year to get service for it. Can I just get a refund for my watch? I will happily buy another brand like *****, or ***** that actually has good customer service.
  
  Has my watch been misplaced? Are you able to get parts for your own proprietary ********** timepieces?

  Business Response

  Date: 11/01/2023

  Please note that this complaint was sent to ****** ******, who has been on medical leave since August 30.
  When the physical letter came my way (I am ******** interim manager) on October 30th, the complaint was already closed.
  To address the complaint itself, the client's completed repair was shipped on 10/19/2023 and received on 10/23/2023 (tracking: ******************).

  Customer Answer

  Date: 11/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******