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:07/08/2025

  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.

  I was gifted a Seiko Samurai watch in December of 2024. In June 2025 I took the watch swimming. After wearing the watch swimming I noticed condensation forming under the crystal. I reached out to Seiko to file a warranty claim at which time I mailed the watch back for repair. Seiko received the watch and after reviewing informed me that the watch damage was not covered under warranty because I was at fault for the damage. Their customer ********************** informed me the watch was thoroughly inspected and that it passed a pressure test, and that the internals were rusted and therefore needed to be replaced. The cost of this repair was over $349 which is equal to the cost of a new watch. I denied the repair costs and asked them to send the watch back to me. Once I received it back in my possession I took the watch into a reputable jeweler here in ****** for a second opinion. Upon inspection the jeweler informed me that the watch in fact DID NOT PASS the pressure test. This leads me to believe that Seiko did not conduct the pressure test correctly. The jeweler also informed me that there was no rust on the interior of the watch only minor paint damage to the hands. The jeweler told me I would need to reach out to Seiko and have them repair the seals that appeared to be defective allowing water to penetrate the watch. THIS CLEARLY INDICATES THE ***** WAS NOT MY FAULT, but rather a defect in the manufacturing.I reached back out to Seiko customer ********************** and explained what I had found through the jeweler and that I felt they had not done their due diligence in locating the source of the problem. They informed me that their technician DID NOT in fact open the watch up, and did not thoroughly inspect it to locate the source of the damage. Essentially saying they looked at it, did their test and then sent me a bill. I feel that Seiko is not living up to their warranty, I feel that Seiko is trying to railroad me into buying a new watch and defrauding me the customer.

  Business Response

  Date: 07/09/2025

  Dear BBB,

  While the customer is free to seek a separate opinion on the condition of the watch, the determination of whether a watch can be treated as a warranty claim is fully based on our evaluation based on our findings of the watch condition. We do not know what equipment the third party dealer used to check the water resistance capacity of the watch, nor do we authorize independent dealers to work on our product on a warranty basis.  The integrity of the case, case tube, and gaskets were without defect when the watch was inspected at our service center and, upon performing the water resistance test, the watch passed.  Water leakage and the resulting damage to the hands and dial could only have resulted if the crown was not securely in place when exposed to water pressure.  The warranty does not apply to damage while in the possession of the owner not resulting, in our/Seiko's sole opinion, from a defect in material or workmanship (as noted in the warranty that is included with the watch).

  The cost for the service is not only to overhaul the movement, but also to replace the dial and hands that had water damage.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 07/09/2025

  
  Complaint: 23569577
  
  I am rejecting this response because:
  

  Thank you for your detailed response regarding the evaluation of my watch. Id like to respectfully request a reevaluation or a compromise based on the circumstances of this case. While I understand that your assessment concluded the water damage resulted from an unsecured crown, I am confident that the crown was fully secured during use. I have always handled the watch carefully and in accordance with the instructions. If water still entered the watch despite this, it suggests a potential failure in the gasket or sealing systemsomething that may not be revealed in a controlled test but could still represent a defect in materials or workmanship.

  Additionally, while I understand Seiko does not authorize third-party assessments for warranty decisions, the independent inspection I obtained was done in good faith to better understand the issue. Dismissing that perspective entirely feels unreasonable, especially when customers have limited options for seeking answers outside the manufacturer. The fact that water damage occurred at alldespite proper use and within the expected product lifespanraises legitimate questions about the watchs real-world water resistance performance.

  Given these factors, I respectfully ask Seiko to reconsider covering the repair either under warranty or as a goodwill gesture. At the very least, I hope youll consider a substantial reduction in service costs. I believe this approach would reflect Seikos commitment to customer satisfaction and long-term brand trust. Thank you again for your time and consideration, and I look forward to your response.
  
  
  Regards,
  
  ******** ********

  Business Response

  Date: 07/11/2025

  Dear BBB,

  We will handle this repair as a one-time accommodation for the customer.  This is not a warranty repair, but a gesture of good will for the customer.

  The ********************** should be returned to:

  SWA Service Center

  Atta: ******* ******

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

  ******************, *******; 07458

   

  Ms. ****** will be instructed to process the repair as an accommodation for the customer (costs will appear on the invoice when the watch is returned to the customer, but payment is not required).

  Sincerely,

  SWA Customer Relations

   

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  I just wanted to sincerely thank you for covering the repairs to my watch. I really appreciate your willingness to revisit the situation and offer a fair resolution. It means a lot to see a company that stands behind its products and takes care of its customers. I plan on wearing this ********************** for many years to come.
  Thank you again for your support and for standing behind your product.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:04/25/2025

  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 sent Seiko a watch for repair on 8 APRIL 2025 with the original warranty card. I called Seiko to inquire about the repair status and Seiko claims that they did not receive the warranty card and asks for the original receipt from ******'s where I bought the watch from in JAN 2024. I'm certain that the warranty card was included with the watch when I shipped it to Seiko and they seem to have lost the card and wrongfully claim that they did not receive the warranty card thus will not repair the watch under warranty. I have emailed Seiko about this situation and they have not responded to my email, their phone customer ********************** is adamant that I did not send the warranty card and refuses to assist or offer any other solution.

  Business Response

  Date: 04/28/2025

  Dear BBB,

  The warranty was not received with the watch, as we are very careful when we check the contents of the package upon opening.  We would have re-checked the information that was received by the customer but the customer contacted us on April 24th and asked that we return the watch to him unrepaired (the day before he filed the complaint).  It would have been much easier to resolve the situation if we still had the watch.  

  If the customer wishes to return the ********************** with the warranty or valid proof of purchase, then we will be happy to service the watch under the terms of the warranty.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 04/28/2025

  
  Complaint: 23250338
  
  I am rejecting this response because:
  

  I contacted the business and was told that they did not receive the warranty card at that time and their customer ********************** repeatedly told me whether or not I would like to receive the watch back and there was no other choice in this matter, now they are saying it would have been easier if they still had the watch on hand which is unacceptable.

  I filed the complaint as the appropriate course of action because Seiko repeatedly told me that they did not receive the warranty card and if I wanted the watch back which I, of course, had to agree to because it was not necessary to stay on the phone to continue the argument with Seiko customer **********************. I could not imagine in any other situation that I would allow Seiko to keep the watch, that decision would not be logical.
  

  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 04/29/2025

  Dear BBB,

  If the customer would like us to evaluate his ********************** as a warranty claim the watch should be returned to us with a valid proof of purchase from where the watch was purchased.  

  The proof of purchase needs to clearly mark the retailer (must be an authorized Seiko retailer), the date of purchase, the model number, and the price paid for the product.

  Sincerely,

  SWA Customer Relations

• Initial Complaint

  Date:04/16/2025

  Type:Product 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.

  Bought a Seiko watch from Saslows Jewelery in norton va. Started having problems a week later .Took in to store they told me it was something I was doing.two weeks later went back to store they called district manager offered me 20% of a store purchase .I told them I wanted a watch or my money would not do. Sent to Seiko gone almost five months came back not fixed said no warrrty.They estimated value at ******.Had on going promblem of watch quite running would loose 3 or 4 hours and start back running no matter if I was wearing it or not .oh yes and one time I took in to store for problem sent it somewhere called me few days later said was fixed charged me ***** still had same problem.I think they kept telling tales till warty was actually out.I purchased watch .9/12/******* ****** watch got it on sale for 50% off .They said they were discontinuing Seiko.

  Business Response

  Date: 04/18/2025

  Dear BBB,

  In order for us to check this further, we need the serial number of the ********************** in question (i.e. the six digit number located on the back of the watch).

  Thank you.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 04/23/2025

  
  Complaint: 23212306
  
  I am rejecting this response because:  

  
  Serial number of ********************** as requested is 960783
  
  
  Regards,
  
  ****** ***

  Business Response

  Date: 04/23/2025

  Dear BBB,

  Thank you for providing the serial number.

  Please know that we received the customer's ********************** from ************** on November 12th, 2024.  Since no warranty was received with the watch we sent an estimate to ******** to replace the watch.  After two weeks we received no reply from the customer so a follow up email was sent to ********.  Two additional emails were sent asking for approval or rejection of the replacement estimate.  Our service center never received a reply from ******** or inquiry questioning the warranty status.  Consequently, since we never heard from Saslows, we returned the watch unrepaired on March 11, 2025.  

  If the customer/********************** owner would like us to consider a warranty service, the watch should be returned to us with the completed warranty card.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 04/29/2025

  
  Complaint: 23212306
  
  I am rejecting this response because:
  
  I thought that I had a three year warranty with this watch.  Watch was bought 9-12-22.

  Our landline phone, which was the number provided to the store, was down almost all of February and again in March  due to storms and we heard nothing.  I stopped at the store to check on the status of the watch.  At that time they handed me the watch, told me it was not repaired because there was no warranty.   Also told me that they had another repair shop that they could send it to but I told them that I would deal with Seiko myself.   My certificate of limited warranty says first year world wide warrant.  Second and third yearsonly valid for service in the ***.  
  

  If you are not going to honor this warrant, please advise me how much it will be to repair. I hope that you will stand by your product.

  Regards,
  
  ****** ***

  Business Response

  Date: 04/29/2025

  Dear BBB,

  If the customer has the completed warranty card then he may send his watch to us, along with the completed warranty, for warranty service based on the terms of the warranty.

  The warranty is three years from the date of purchase if it was purchased from an authorized Seiko dealer in the **************

  We will be happy to evaluate the watch upon its receipt.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 04/30/2025

  
  Complaint: 23212306
  
  I am rejecting this response because:
  Need shipping address for the watch
  
  
  Regards,
  
  ****** ***

  Business Response

  Date: 05/05/2025

  Dear BBB,

   

  The address is:

  SWA Service Center

  **********

  ******************, *******; 07458

   

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:04/14/2025

  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 purchased a seiko spb143 prospex diver a few months ago, I noticed something was off about the bezel alignment. This watch is advertised as premium quality and craftsmanship and cost me roughly 1400 dollars after tax. I bought it from an authorized dealer and paid a premium price ONLY for the warranty that would come with it. Everyone knows that Seiko has a poor reputation for bezel alignment and when I sent it in to be fixed I was told it was within the MARGIN OF ERROR for this watch. A watch at this price point should have exceptional craftsmanship and every bezel should align perfectly. But not only did they refuse to fix it (even though its not a tough task, simple bezel replacement) they told me I could not even pay to have it fixed much less covered by warranty. Then they told me that I would need to pay them 17 dollars to have it shipped back to me. I had to pay the shipping AND return shipping on a warrantied watch. Then I had a feeling something else would go wrong and just called to verify the address they charged me to send it to, and they did not even put my unit number on the shipping, only the physical address of my complex, so they told me I will have to wait for it to get retuned back to them and then re do the address. VERY poor quality on my watch, TERRIBLE warranty, and EVEN WORSE customer **********************. The agent had an attitude the entire time Im trying to figure out a solution to any part of the situation. I own 5 prospecx watches and Will never buy from seiko again if this is not solved in some manner.

  Business Response

  Date: 04/15/2025

  Dear BBB,

  Regarding the bezel specifications for Seiko dive watch SPB143, there are 120 clicks with a full 360-degree rotation, which is standard for this product as well as standard for other high end dive watches.  Upon inspection of the bezel we found it to be within manufacture specifications in regards to its rotation of movement, torque, as well as space tolerance between clicks.  As the bezel is well within manufacture standards of mentioned criteria, warranty service is not necessary, nor would a bezel replacement have a different function result. Bezel position/alignment is checked in four positions: 3, 6, 9, and 12, whereby all checked positions must meet the standard which, in this case, has been met.

  We are sorry that the customer has not been treated in a satisfactory and professional manner, and this issue will be internally studied and addressed.  Although it is normal practice to ask the customer to pay for shipping/insurance charges for non-warranty shipments, we will be happy to credit Mr. ***** for the $16.05 he submitted to us for the return of his watch.

  If Mr. ***** is still not satisfied with the functioning of his SPB143, he can seek a return/refund from the Seiko authorized dealer in which it was purchased.  

  Sincerely,

  SWA Customer Relations

   

  Customer Answer

  Date: 04/15/2025

  
  Complaint: 23199987
  
  I am rejecting this response because:
  It is irrelevant of you to try and justify exactly how much offset is okay for the bezel, you are just proving me correct that the bezel WAS in fact misaligned regardless of how much it is. I have seen countless videos of bezel replacement on this exact model online. I know it is an easy task especially for someone with all the tools such as the manufacturer. I would have happily paid your 16 dollar shipping if my watch was fixed. The dealer is not offering a refund as I already spoke with him. All I want is a new bezel with the ************************************************** even use the existing bezel I dont care. Its just a matter of taking off , lining up and putting new epoxy on. I could do it myself if I had the tools its literally so simple. I paid 1400 for a watch that does not align and would be such a simple fix. 
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/18/2025

  Dear BBB,

  The customer is welcome to return his ********************** and we will attempt to improve on the alignment.  However, since it is already within specification, there is no guarantee that alignment will be improved.  A new bezel will not improve the alignment as the case and bezel are tooled within a specification that cannot be altered.

  Should the customer wish to return his ********************** for our further inspection, please inform us so that we can make note of its return and handle accordingly.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 04/21/2025

  
  Complaint: 23199987
  
  I am rejecting this response because:
  Before sending it back once again Id like to be clear what Im referring to as alignment, when the timing indicator triangle on the bezel is set at the 12 oclock position, because of the back play in the bezel you must move it to where it is completely stationary or locked in place, when it is then locked in place, it is then unaligned with the dial indices. Ive seen many videos where you simply remove the bezel INSERT, repeat bezel INSERT, then align the INSERT with the corresponding indices so that when it is clicked and bezel is seated in place it aligns with the indices. If I can describe the solution or operation perfectly, then I would hope that your trained technicians could perform this ~30 minute task. Will gladly send my watch back if you agree to pay shipping/send barcode for label as I have already paid service shipping for this watch twice now with nothing having changed. I wish that we could have done this when you had the watch in your possession originally it is unfortunate that I had to go through lengthy process involving BBB but it seems that is the only way to hold a business accountable these days because there is always a refusal to repair an obvious defect in an expensive product. Look forward to trying this again, hopefully everything checks out and I will continue to be a customer in the future. 
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/01/2025

  Dear BBB,

  Please know, as explained in the prior communication, we will be happy to attempt to improve the bezel alignment.  However, please know that the bezel is within specification and an improvement may not be possible. Therefore, we cannot make any guarantees to the customer that an improvement can be made to the bezel which has been assembled according to the specifications for the watch.

  We wish to make the customer satisfied with the product, however improving the alignment will be difficult as it is within specification.

  Thank you.

  Sincerely,

  SWA Customer Relations

• Initial Complaint

  Date:11/30/2024

  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.

  On or about Oct ***************************************************************************************************** the area. I was assured I could just have a battery installed. I even pointed out before sending it in that the watch was not worth what they post on their website as a repair estimate if the watch required movement replacement. I didn't realize it was a scam because every watch that gets mailed to them receives the same bill after they have your watch. I was told it would be $150 for repair. I paid $130 for the watch new. Why would I pay them $150 when I could buy a new one. The watch is in near perfect condition. But just required a battery ---like every other watch in the entire world. I wasted $15 mailing my watch in to them to be presented with a scam to purchase $150 worth of bogus work. They didn't even open the watch to verify this fact. They just tell everyone that they need movement repair. It's a scam from end to end.

  Business Response

  Date: 12/02/2024

  Dear BBB,

  Each watch that is received at our service center is inspected and reviewed to provide an accurate repair estimate.  For watches that use a battery (silver oxide) or, in the case of Mr. ***** watch, a rechargeable lithium battery, the battery is one of the first items we check.  The rechargeable battery was indeed weak, however there is also a problem with the ** unit within the movement that does not allow the watch to restart or charge.  Accordingly, a movement overhaul is required.  We receive many watches that only require a battery replacement and no other major work, like a movement overhaul.

  In the case of Mr. ***** watch, a movement overhaul is necessary to restore the watch to working specification.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 12/02/2024

  
  Complaint: 22622640
  
  Please tell me why these crooks have such a record for all-time low reviews of service and why in the world they couldn't just tell me what they just did instead of of me having to get the BBB involved? Tell them I want my watch back too.  They don't get to keep the junk they sell.
  
  Regards,
  
  ***** ***

  Business Response

  Date: 12/03/2024

  Dear BBB,

  Please know that Mr. ***** watch is being shipped back today, unrepaired (as the free estimate was declined).  The USPS tracking number is: 9400111899561593938524.

  Sincerely,

  SWA Customer Relations

• Initial Complaint

  Date:11/22/2024

  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.

  Dear *********** sent my watch to the Seiko service center for repair under warranty due to discoloration. However, they informed me that the warranty does not cover discoloration. I then submitted a complaint to the BBB (Complaint ************, but their response was the same.The issue now is that the service center has not returned my watch and is holding it at their facility. I have emailed them three times requesting its return, but they have not responded.I kindly request your assistance in resolving this *********** regards,Zabih

  Business Response

  Date: 11/22/2024

  Dear BBB,

  Based on the customers further comment, we will return the watch today unrepaired.

  As noted in our prior comment the condition of the watch is from normal usage.  The watch is almost two years old and the condition is consistent with typical wear and not a result of product defect. 

  We are sorry that we could not be of assistance to the customer.

  Sincerely,

  SWA Customer Relations.

• Initial Complaint

  Date:08/30/2024

  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 sent my watch in for repair (out of Warranty) and here's the key dates of the issue:* 6/18/24 - Received email - Seiko received watch.* 6/?/24 - Paid $234.58 online (Don't have a date I paid)* 7/2/24 - Received email - Seiko is waiting for 1 part to repair.* 7/22/24 - Received email - Watch is being worked on and will ship in 2-3 business * 8/1/24 - Sent email asking for status, no reply.* 8/7/24 - Sent email asking for status * 8/8/24 - Received email that my watch will need to be replaced with a new watch for $295.00 * 8/9/24 - I called Seiko and the person said the watch was being repaired and will ship soon.* 8/23/24 - I emailed asking for an update, no reply * 8/28/24 - I emailed asking for an update, still no reply as of today (8/30/24).I'm concerned about the Customer ********************** response times and conflicting answers on the status. It feels like the status of the watch is unknown and it may be missing?************ www.SeikoServiceUSA.com

  Business Response

  Date: 09/04/2024

  Dear BBB,

  A replacement watch has been offered to the customer, which he accepted.

  with best regards

  Customer Relations

  Customer Answer

  Date: 09/06/2024

  I received the response below from Seiko this morning.After reading some of the reviews/complaints, Seiko has problems tracking their repairs (and shipments).
  
  
  They are replacing the watch with a new one - though I did pay to have the watch repaired so a "new watch" is still costing me $235. 
  
  
  At this point I'll be happy to get a watch back on my wrist but I now know not to get this watch repaired (if needed) and not to buy from Seiko again. Since I don't have the new watch in my possession, the issue isn't fully resolved, we'll see if they can get the order straight and the correct watch shipped to me.
  
  
  ****
  
  
  
  
  
  
  Received 8/4/2024
  
  
  Hello,
  
  
   
  
  
  Apologies for the delayed response as we were conducting a search for your watch.  Unfortunately we are unable to locate the watch as it seems to have been lost in shipping.  Please visit www.seikousa.com and select a watch that retails s up to $335 as a replacement.  Please reply with your selection and we will send you a new watch at no charge.
  
  
   
  
  
  We sincerely apologize and regret the inconvenience.
  
  
   
  
  
  Regards,
  
  
   
  
  
  *****

• Initial Complaint

  Date:06/06/2023

  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.

  I purchased a brand new Grand Seiko SBGC253 on 4-20-2023 for $12,000.00 S/N ******. I wore this watch home from the store and took it off my wrist. I went to bed. I got up and checked over the watch hoping to admire its beauty. Unfortunately, I noticed a gap in the bracelet by the clasp. I contacted the store I purchased it at, went into the store and they said is all they would do is send it in for service. Literally a watch I had on my wrist for a couple hours is being sent out for service? I bought a brand new watch, not a used one. I don't want this watch anymore, I expressed that to the dealer and left without leaving them the watch. I didn't want my brand new watch sent cross country for repair. The shop contacted me the next day asking me to come back saying they would just order a new clasp and repair it in the store. I came back, they took my watch in, they ended up sending it out after telling me a lie. I get the watch back and there are marks from where they appear to have repaired the watch. They didn't even replace the clasp. My dealer told me the clasp would be replaced and it would be replaced at the store. I want a refund from someone, I didn't buy a used watch and am NOT accepting this used watch. Grand Seiko at this time seems to be a trash brand that doesn't deliver any form of customer service or customer satisfaction to their customers.

  Business Response

  Date: 06/07/2023

  Dear BBB,
  We received the watch from Hyde Park Jewelers on May 8th, 2023 with instructions to repair the band/clasp.  Since the band and Clasp are covered under the terms of the warranty, all work was performed on a non-chargeable basis.  The watch was shipped back to **** **** ******** on May 12th, 2023.  Regarding the marks noted by the customer when he received the watch back, it would be helpful to know in what areas (of the watch) he is referring to.  We take pictures of the watch upon receipt and also just before shipping back to the retailer/customer.  The condition of the watch upon receipt showed signs of wear, most notably around the case.  
  Regarding the experience with **** **** ******** I cannot comment, however I will certainly pass the information along to our Grand Seiko sales person in the California area who can provide some further assistance.  
  Any refund for the product would have to be issued by the Grand Seiko dealer it was purchased from.
  Sincerely,
  SWA/GSA Customer Relations
  

  Customer Answer

  Date: 06/12/2023

  I was contacted directly by the business and the issues are resolved, I would like to withdraw my complaint in its entirety. Please let me know if you received this. I appreciate your assistance in this matter.

  
  

• Initial Complaint

  Date:05/10/2023

  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.

  5 month old watch had what I presumed was a defective bracelet issue (links fell off while wearing). Sent in was told the watch band was not covered by the warranty and I had to buy a brand new band for $219.36 plus a service charge of $10, tax for $21.79 and $13.50 shipping. Grand total of $264.65 which is 1/3 of the cost of the watch. I reluctantly agreed however it was not communicated to me that the issue could have been resolved by seating new pins and collars in the area of the watch band that was having issues - it was not the band but the mounting system. When I received the watch back, and after paying $10 to have the band installed (service charge) by SEIKO, they did not even bother to size the band properly which they could have done easily. I took the new watch band and the old watch band to a professional jeweler and he showed me that the band was not defective rather the pins/collars just needed to be replaced. So SEIKO defrauded me of $264.65 for a repair that should have cost a few dollars.

  Business Response

  Date: 05/16/2023

  Dear BBB,

  Upon review of the claim made by the customer, I have decided to authorize a full refund ($264.65) to the customers credit card.

  We apologize for any inconvenience caused to our customer.

  Please allow several days for the credit to appear on the credit card.

  Sincerely,

  SWA Customer Relations

  Customer Answer

  Date: 05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ********* ***********

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service 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.

  4/18/23 purchase date for a $725 watch. Terrible customer ********************** with absolutely no attempt to reach out being a disgruntled customer.Order **********************

  Business Response

  Date: 04/27/2023

  Dear BBB,

   

  We will contact the customer so we can assist with the issue he is having.

   

  regards,

  SWA Customer Relations