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:10/30/2024

  Type:Delivery 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.

  January 21, 2024, I reached out to ******* ******, the owner of Kolbold Watches, regarding where to send my Cousteau Large Soarway Diver for repair because it was fogging up. I only asked that the watch be resealed, no further repairs or services were requested.
  
  January 22, 2024, ******* ******* advised me to send the watch to:
  I.M. LLC
  PO Box 382
  Monroe, CT 06468
  
  January 29, 2024, Kobold Watch Company sent me an email (please see attached) requesting $300 for repair. I paid the $300 repair fee that same day (receipt attached)
  
  February 29, 2024, Kobold Marketing emailed a response saying the watch should be returned to me at the end of the month.
  
  From that day forward, I have requested the status of my watch numerous times, to the point now I have asked them to just send it back as is, repaired or not. I feel that this company is giving me the runaround. The last correspondence I received from them was on September 20, 2024:
  
  On Sep 20, 2024, at 9:54 PM, Kobold Marketing wrote:
  
  ?
  Hi ******, your watch is done and will ship to our distributor on Tuesday next week, then it will go out to you.
  
  Best wishes,
  Team Kobold
  
  I still have not received the watch, and now they won't respond to my emails. I just want the watch back. Please see attached correspondence and payment receipt.
  
  
  
  

• Initial Complaint

  Date:05/26/2024

  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 first started my dealings with ******* ********************** back in early 2021. For context, I'd been aware of his watch company since 2010 or 2011, as I was a fan of the reboot of Hawaii Five-0, whose main character (portrayed by *****************************) wore a distinct ********************** watch on his wrist (Phantom Black Ops Chronograph). It was a striking and unique piece that got me into watch collecting. Being in high school at the time, the watch commanded a hefty price tag that was out of my reach, but I always said that I would get my hands on one someday. Nearly ten years later, after completing my military trades training, I decided to pull the trigger and place an order with Mr. *********************** He offered me flexible payments through PayPal after agreeing to a a discounted price (which was fulfilled in installments between February and September 2021), and the watch arrived in October 2022. There were several QC issues with the watch upon unboxing, regarding the finish, but I was gutted to find that when I went to wind the watch and set the time, the entire winding stem came out of the case, rendering it inoperable. This occurred in the same post office where it was delivered, and the postal clerk witnessed this as well. This watch was immediately returned, and Mr. ********************** treated it as a suspicious issue, and insisted that it was fine. I received a second Phantom as a replacement in May 2023, and despite this one being more mechanically-sound, the case was not watertight, and one of the chronograph pusher valves snapped during routine use. I alerted Mr. ********************** to this issue, and I was met with accusations of sabotaging his company, and eventually proceeded to tell me that he would send me a final replacement, after field testing it himself, stating that it would be the final watch he would send, and that I will be responsible for any servicing it may require (dishonouring the 10-year warranty). That was in March 2024, and I'm without the watch, and I have been blocked from his social media.

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising 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 sent my $3,600 Kobold watch for repaid. Kobold sent an email quoting $1,250 and said repair would not occur unless I made payment. I thought the $1,250 charge was exorbitant (a scam) and would not authorize payment. Kobold now refuses to return my watch unless I make the $1,250 payment. His retention of my watch is a theft and extortion. I want my watch back. I have now looked on-line and see many complaints with the BBB against Michael K***** for scamming customers and refusing to return watches sent for repair.

  Business Response

  Date: 08/01/2023

  The customer contacted us and requested a quote, which we provided (the prices for overhauls are also listed on our company website). Subsequently, the customer emailed us confirming that he would send payment for the service charges. Since the watch required a dial replacement and since this is a custom order, owing to the fact that the watch is 15 years old, a limited edition and no longer in production, we made arrangements for a new dial to be produced. After not receiving payment from the customer, we followed up twice each time getting a different response. First, the customer indicated payment would be sent by July 21, 2023, then the customer stated that he would make a determination of whether he wished to proceed with the overhaul of his watch. This, again, was after the customer indicated in his previous email that he would remit payment. It appeared from the customer's communications that could not afford the service charge, which is why we offered a more affordable solution of only replacing the broken dial and forgoing the overhaul. In light of the customer's financial difficulties, we even discounted this service (and the cost of the dial) from $750 to $500. If the customer had done even a precursory online search, he would have discovered that competitors charge between $600 and $1,200 for a comparable watch, not including the cost of the dial, and only offering one year warranty coverage versus the three years offered by our company. After we made this rather generous offer, the customer emailed us that he had contacted the Better Business Bureau to complain that his watch was not being returned to him. We have advised the customer that we will, indeed, return his watch with the broken dial. In closing, it does appear that this customer has acted in bad faith as a result of not getting a free service, which is what he demanded (15 years after the purchase of his watch) as is evidenced in the an email in which he states that he expected the watch to be covered by a lifetime warranty. This might lead one to conclusions about the types of watches the customer usually purchases, because there is not a single watch company producing fine watches with  mechanical movements that offers a lifetime warranty on its products. Those types of warranties are reserved for low-quality watches. We are sorry that after receiving 15 years of excellent reliability from his Kobold timepiece the customer balked at the overhaul charge and has elected to act in bad faith. Once the customer's watch is re-assembled, with the original dial, we will return it to him and provide tracking information. 

  Customer Answer

  Date: 08/07/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/06/2023

  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.

  Please do your research prior to ordering ANYTHING from this company. In fact, DON'T order from Kobold. Do NOT believe the website or Kobold's "comeback" story. If you do, at some point, when your frustration peaks, you will get an email or call from the owner, Michael. After doing business with his company multiple times (shame on me) I am convinced he is a con-man (see "Tinder Swindler" or "Inventing Anna"). He will attempt to calm you down with life lessons and condescending advice. I am not the only one who believes this to be true. See this link:
  
  ******************************************************************************* 
  I purchased 3 of his "cheaper" watches over the past 10-15 years. The shady experience I had years ago was shared by both my brother and cousin. Recently, I made the mistake of re-engaging and traded a watch. The one I received is STILL not the one he sold me and the one that remains represented on his website. I also sent 2 of the 3 watches for service recently and had a hard time getting them back. When they were sent back, 1 didn't have the band I had recently purchased (from Kobold) on it, and I have yet to receive it after multiple attempts. It was someone else's used band. In truth, I'm not even sure the watches were serviced. Again, shame on me.
  
  I hope to prevent anyone from being fooled into purchasing any watches from this company. I can only imagine if I had purchased one of his higher-priced "instruments". Do your research and don't be fooled. Or, read this, and find another reputable company and support them.

• Initial Complaint

  Date:12/29/2022

  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 sent in a watch for repair on 08-15-21. Kobold received watch for an estimate and I sent them the funds for the repair. After waiting for a couple months I reached to them and they responded with it would be after the holidays of 2021. Two more months go by its now February to with kobold says they were waiting on parts. After several back forth emails he now refuses to answer. The last contact I had with then was in September 2022. I’ve read the complaints on BBB site and it seems to be an on going complaints with Kobold watch.

  Business Response

  Date: 01/16/2023

  This customer has received his watch as is evidenced by the signature confirmation obtained via USPS.*** (see attachment).

  Customer Answer

  Date: 01/17/2023

  
  
  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. 
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:10/21/2022

  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 own a K***** watch and have had sordid experiences with the company in regard to getting repairs done in a timely manner, I recently sent my watch in for repairs, specifying in the email that they please generate a quote for repairs. As with previous experiences they failed to get back in touch with me and only after multiple attempts did I finally get a response from the repairs department and the company owner, Mr. Mike K*****. Due to my frustration over the lack of correspondence with me regarding the repairs and an estimate for costs, I asked that my watch please be mailed back. Strangely enough, they notified me at that time that the watch had been repaired and that I was to remit payment in the amount of $800.00 via Western Union in Germany so that I could get my watch back. I immediately suspected fraud and notified the Repairs Dept as well as Mr. K***** to please set aside my watch and that I would be filing a complaint through the BBB. As stated earlier, my experiences in the past with K***** Watch have been abysmal. The last repair took 1.5 years to complete and after reviewing other complaints by K***** watch owners I can see that I am far from being alone in my experiences with this company. For the purposes of your investigation, I have saved all email correspondence with K***** Watch Co. that has occurred in regard to this incident. I can furnish, upon request, legacy emails pertaining to my previous experiences with K***** Watch. They help to paint a very lucid picture of a company that has questionable operating practices. The resolution for me is simple-I would like K***** to send my watch back to me and I will be done with them forever. The $800.00 repair cost is extremely exorbitant, especially given the purchase price of the watch in 2010 was $3000.00. Moreover, when I sent the watch in I specifically asked for an estimate for repairs: had I known the repair costs were going to be $800.00 I would have opted out.

• Initial Complaint

  Date:08/24/2022

  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.

  Sent watch in for repairs, including installation of a new dial and servicing. Was told to send the watch in for an evaluation and a quote. Was quoted $1400. I tried several forms of payment, none of which were accepted. They asked me to PayPal the money. I asked for the watch back because I wasn't comfortable with that option. They refused. I sent the money. Almost a year later, I received the watch back without repairs and without the new dial. The company has not responded to my emails or phone calls.

  Customer Answer

  Date: 09/12/2022

  
  Ma’am,
  
  the company has resolved this complaint after you contacted them.
  
  thank you for your help.
  
  *** *******
  

• Initial Complaint

  Date:08/08/2022

  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.

  Sent my watch in for service almost two years ago. Got a couple emails stating that it was close to being sent then excuses then zero. They are a fraudulent business, period.
  
  I want my property back, fixed or not. At this point they simply have stolen from me.

  Business Response

  Date: 09/02/2022

  While we appreciate the opportunity to resolve this matter, the customer appears to be erratic. First, in his BBB complaint the customer states that he mailed in a watch two years ago (2020), when in fact he mailed his watch five years ago. We have always responded to the customer's emails. We have also made the customer aware that the reason for his watch being stolen by former employees is internal sabotage and that we will replace his watch with a brand new watch. The customer then stated that he found this to be extremely generous and agreed to this resolution, only to then change his mind and "consider the matter closed," going so far as declining to receive a watch at all. Quite odd, indeed. Screenshots of emails with the customers are attached. Repeated attempts to contact the BBB case officer did not elicit a response, including to the question if the customer did, indeed, contact BBB to withdraw the complaint (as stated by the customer in an email). 

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I don't want anything to do with this company or its purported leader, Michael K*****. Email threats, calling my telephone, insults, etc. My stolen watch should have been paid for, period. And, thanks for the correction, you have had my watch in the "queue for service" for 5 years, not 2 years, my mistake. Kobold only reached out after I contacted BBB. Interesting, that when the watch was actually stolen nobody from Kobold contacted me.

  I accepted his upsell offer requiring me to send him hundreds of dollars. Then, I realized I would be an idiot to send anything else of value to this company. I had no expectation that any money I sent wouldn't also "get stolen" or whatever tortured, convoluted story Kobold came up with. So I declined, told Kobold our business was concluded and that kicked off several more emails from Kobold after I asked them to stop bothering me. Eventually, given their harassment wouldn't stop, I forwarded his emails to the BBB per their request and I blocked this company.