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:07/20/2023

  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 new Breitling Ocean at a Breitling retailer in ********** ****** last year’s Summer (2022). Paid over $8k for it. After a couple of months the Chrono stopped working. Sent it for repair to Breitling through the warranty process in February. ETA for the repair through the online tracker was April. Once April came by, ETA changed to May. Had to call in June to figure out where my watch was since the tracker was stuck in May and no news on my watch. I was told that another 4 weeks and got an email with an appology. 4 weeks went by. tracker still in May and no watch in July. Called and was told a service manager was going to call me back and to wait to weeks for my watch. Three weeks later I called again (this week) and was told it is not ready and they don’t know why or when it will be, that someone was going to call me back with an answer AGAIN and no one called and the tracker still says May. I feel robbed, this is an expensive watch that worked properly for a couple of months and here I al after 6 months without it and no news on my repair or anyone from that company that can solve the issue. Why can’t they send a replacement if they can’t fix? 6 months on a repair is not normal and no answers feels like I got stolen $8k.

  Business Response

  Date: 08/07/2023

  Watch was delivered on August 2nd signed by the customer ****** *****.

  Client was notified of the repair timeline, as workshop was waiting on parts from ***********.

  Breitling contacted and apologized to the customer during the process.

  Business Response

  Date: 08/07/2023

  Watch was delivered on August 2nd signed by the customer ****** *****.

  Client was notified of the repair timeline, as workshop was waiting on parts from ***********.

  Breitling contacted and apologized to the customer during the process.

• Initial Complaint

  Date:07/14/2023

  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.

  In March I sent my watch to Breitling Service, the designated service provider from Breitling. I paid in full for repair, cleaning, servicing, polishing, addition of additional bank links, and a COA. I was promised the watch back in late June. As the date approached for the return, I emailed Breitling USA to find out when the watch was shipped. I was then told, via email, that the watch was delayed to late August due to supply chain issues for parts. This was the first notice I received. Since then I have received conflicting information from Breitling about my watch. On June 27, Breitling told me they had all necessary parts. Yesterday, July 13, they told me they were again missing a part. They refunded 25% of my price but still have not returned my watch. They do not answer phone calls. They are not clear in their replies. I filed a complaint with the *********** ********** ** ******** ********** as well. Now, their online chat feature is blocking me from contacting them. I want my watch serviced, cleaned, polished and returned. This is absurd and clearly their business practices leave much to be desired (given what I have read on BBB about them)

• Initial Complaint

  Date:04/17/2023

  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 bought a used *********. First thing I thought would be prudent was having the watch overhauled. As the watch passed through their system, the estimates for repairs literally tripled [each time allegedly finding additional work needed, like a "bent stem" which wasn't "bent" on estimates 1 & 2]. Omitted from every estimate was a price for a "Certificate of Authenticity" (CoA). When I declined the repairs and requested the CoA only, they told me they could not issue the CoA without doing the repairs. I finally got a "supervisor" to approve issuance of the CoA without doing the repairs. This was five (5) months ago. I'm now told it will take another month before I get my watch back. Six (6) months to have a report issued [assuming I get my watch back next month as suggested]. This is one Mickey Mouse operation I will NOT be dealing with again.

  Customer Answer

  Date: 04/17/2023

  * ******* ******
  
  *********** *** **** *****
  

• Initial Complaint

  Date:02/23/2023

  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.

  I purchased a new, very expensive Breitling watch in November, 2021. From the beginning, it has had problems (running fast). It has been to the Breitling Service Department 3 times since May, 2022. Each time, it is there over 2 months and I am told various reasons for the problem and watch is sent back without being fixed. I have spoken to the manager of the service department multiple times and requested an exchange (after the third time I sent it for service) but was told that was not possible. I have spoken to the store I purchased it from (in ****** **) and they suggested I reach out to the Breitling USA President on ********. I did so in November, 2022 but he has not responded to my message. The Service Manager at Breitling (Margaret) has not returned multiple calls. I had previously asked her and I have also asked others if there is someone above her I can talk to about my concerns and I am told there is no one. I have posted on social media but that has not resulted in Breitling reaching out. I just received the watch back today from its third visit to the service center. Paperwork is unclear about what was done and Margaret won't return my calls. I do not yet know if it is fixed but After three attempts I am skeptical. I want my watch replaced and I want someone from Breitling to be attentive and show concern about the repeated issues with my watch. As stated above, it was very expensive and the service I have received has been among the worst of any service I have ever experienced. Note-this is my second Breitling. In 25 years of ownership of the first watch (which I still have) I never had difficulties. I send it to the same service center every other year for maintenance without problems. I am now worried about the service I will or will not receive for that watch...There are no other service centers in the US.

• Initial Complaint

  Date:12/20/2022

  Type:Billing 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 was sent a link from ****************** pretending to be ********************** with an invoice for $1,099.96. I contacted Breitling today to pay over the phone, I have never heard of Breitling using payment methods outside of larger payment merchants such as ********** or ****. I contacted ****** and was informed an account was created today using my Personal information (social security number, address, card number, and phone number) I informed ****** I did not create an account. Breitling customer care is acting just as suspicious stating the person typically handling the payments is out of the office today. I find this hard to believe. At this time I am asking for my watch to be returned and I will pay by and through a boutique directly.

  Business Response

  Date: 01/09/2023

  The repair has been shipped out as instructed by the client on January 5th. The payment for the repair has to be collected by the repair center. Please let me know if you have any questions.

• Initial Complaint

  Date:11/21/2022

  Type:Product 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.

  Purchased a ***** ***** ******** on 10/25/22, for approx. $5.3k.
  
  Within days (maybe 2), the screws in bands links began repeatedly coming loose.
  
  I was tightening myself as best I could but they continued to come loose. On 11/16/22 I was sitting on the floor at a coffee table when a band screw (not one that I had noted as previously having issues - at least 5 noted as having loosening) had unscrewed completely, and extending from the band the screw caught my pants. The screw pulled out of the band completely, the joined links decoupled and my watch fell completely off my wrist. Fortunately there was no damage incurred since I‘d been over a rug, so close to the floor. I called Breitling service to determine what they would do to remedy. I was informed that would have to pack, insure and ship the watch myself, and likely exposed myself claims for additional service at my expense (in the event that the service item fell outside the warranted coverage); from what I can surmise from other Breitling service forums, this is not an unreasonable assumption. I’ve owned this watch for 3 weeks! Had this happened on pavement instead of a rug, I’d almost certainly be out the entire watch, and the cost thereof. It was confirmed by a service member that this was a reasonable assumption. The example I was given was ‘if the crystal had broken it would be deemed cosmetic, not a factor of workmanship, and therefor not covered.’ Seriously? By that logic, this would extend to the watch body/movement itself.. even if the root cause was Breitling’s inability to make a reliable band? If I can’t receive remedy service at no cost to me after 3 weeks for something so basic, but so potentially detrimental to my purchase, then what chance does anyone else have? I don’t want something for nothing. Just send me a new band, and I’ll send back my current one! Stand behind your brand, show your appreciation for a new customer, display initiative and your desire to make things right!

  Business Response

  Date: 12/05/2022

  The client has been contacted.

  The mentioned bracelet problem was resolved.

• Initial Complaint

  Date:10/10/2022

  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 took my Breitling watch in to the Breitling ******* ***** Boutique on 5/13/2022. On 5/19 I received an estimate for my repair for $520, to which I agreed and also received confirmation and details informing me that it would be completed in 8-12 weeks. I was then sent another estimate of $2,219 on 6/3, which I was told to ignore as it was an error. I was then contacted again to say that the original estimate ($520) was incorrect and that the new estimate ($2,219) was in fact the amount that I would be charged for the repair. I had made several decision regarding other watches that I owned based on this original estimate, which then increased 4x. I contacted the ******* ***** Boutique and the Breitling customer service department but have not received any response.
  To agree one price for a repair and then increase it by four times over two weeks later is totally unacceptable.
  Regards
  
  ***** *********

  Business Response

  Date: 10/25/2022

  The
  client has been contacted by the boutique to determine if a wrong estimate was
  presented to him originally.
  We will
  work with the customer directly to attempt to rectify the situation.

• Initial Complaint

  Date:08/19/2022

  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.

  Breitling sabotaged my *** watch!
  
  The last two (2) times I sent my watch to Breitling for a battery change they charged me $540 for a complete service. So this year I took it to my local watch shop to just replace the battery. The jeweler could not get the back off. Said thought it had lock tight on the threads. So when I sent it into Breitling in Connecticut they wanted the $540 again. When I asked only for the battery replacement and to not put lock tight on the back plate, they told me there would be no warranty if the watch has issues later. I agreed.
  
  The day after I got the watch back from them I took it back to my local guy to make sure he could get the back off. We found that they had put some type of sand in the watch and took out my o-ring. See the attached photos. I have the emails back and forth with them that in fact the o-ring should have been reinstalled. They said they didn’t know anything about the sand. Any reasonable person would know that even if that much debris could have gotten into the watch over the years it would not have been exactly the same consistency and color.
  
  I watched him open the watch and when he turned the back over all of the sand but a grain or two fell out. I have never seen such a despicable act by such a large and respected company. They pretty much told me to go away and have tried to block me from the Breitling Forum.

  Business Response

  Date: 09/07/2022

  Thank you for the notice. The repair details were researched and following is the response to the client's concerns:

  The technical
  staff inspected Mr. ********* *** and determined that movement
  overhaul was needed on the piece and not just the requested battery replacement.

  All
  Breilting watches require regular maintenance to assure their proper performance
  The service
  recommendations and their frequency can be viewed on line via the below link:
  *****************************************************

  The
  client declined the quoted service and requested for us to replace the battery
  only (no warranty on the performance of the watch and the water resistance of
  it).
  We confirmed
  with the technical staff that during the evaluation process there are no
  changes made to the condition of the watch (no gaskets are removed).
  We also checked
  with the technical staff regarding the pictured “sand” inside the case back.
  They informed us that the *** case back has open slits in it to mimic the fins of an
  engine turbine.
  The pictured
  yellow particles are result of the skin rubbing against the case back of the watch
  and entering it via the openings (slits).

  Mr.
  ******** watch was returned to him with the battery exchange only.
  The watch
  would have to be returned to us for the quoted service in order for us to repair
  it and clean it.
  Please
  feel free to contact us with any additional questions or concerns you may have.

  Customer Answer

  Date: 09/12/2022

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

  Well obviously the company is being less that honest.  The gasket was removed and not replaced.  I wore the watch for about 30 minutes after I received it back from Breitling, and when my watcher-maker opened the back and tapped it on the pad everything fell out.  No reasonable person would believe I shed that much skin in a thirty minute drive.   Thank you for your efforts anyway.  They were very dismissive and unresponsive  in regard to my complaint, I will warn anyone I can away from the Breitling service center despite their blocking me from the Breitling Forum.

  
  Please register my formal complaint and once again thank you for your efforts on my behalf,
  
  
  Sincerely,
  
  *** *******

   

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