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Business Profile

Watch Repair

Oris USA Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Watch Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have an Oris Aquis 41.5mm (serial number ******** watch that I received as a gift. The watch is covered by a 10 year warranty from ****, and I am experiencing issues with the watch due to manufacturer issues causing the watch to stop despite normal activity (rotor weight insufficient for winding), as well as the minutes hand jumping when the time is being set.I was instructed by Oris after writing to them on 10/23/2024 that I should send the time piece into their Oris USA service center, also known as The Watchmaker / ***************. I created a work order with them on 10/24/2024 and submitted all relevant information on the watch including serial and reference numbers. I was then instructed to pay for shipping, which I did directly through them ($50). Upon receipt of my watch, they send me an email claiming the watch is a grey market piece and that it is up to me to provide burden of proof of purchase, which I cannot as it is a gift. I did my due diligence as a consumer prior to sending the watch it to double check that it had a valid activated warranty, which is does accordingly to Oris own OWA portal.They instructed that they are unable to service the watch due to lack of proof of purchase, even if I were to pay out of pocket. Additionally, they are charging me return postage.The true reason Oris and their service centers wont touch this watch despite it having an active warranty in their own system is because they have to replace the entire movement from ***********, which is a costly thing for them. Given the numerous revisions on this Calibre 400 movement which is touted to have an industry leading 10 year warranty, the whole thing is a marketing gimmick where theyre just looking to preserve their bottom line by producing a substandard product under the facade of a quality warranty,

    Customer Answer

    Date: 01/16/2025

    Better Business Bureau:

    At this time, I have not been contacted by Oris USA Inc regarding complaint ID ********.

    Sincerely,

    ******* ****

Oris USA Inc is NOT a BBB Accredited Business.

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