Previously, I felt disappointed with the lack of contact and following my visit to the shop in London and I have to say Kelley was amazing. Kelley understood my concerns and quickly took further det... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I am pleased with the watchmakers for the service and restoration of my watch. However, the process time, estimated at 15/25 weeks, which was exceeded to a year, together with the lack of phone and em... See more
First class service from LWR from start to finish. Based on recommendations online I trusted LWR for a battery replacement on my 1999 TAG Heuer F1 Chronograph. High quality fully insured packaging was... See more
Very easy to deal with. We have used this company before for insurance quote for repair to a Breitling watch . On this occasion only required a replacement battery to a Tag Heur but very honest s... See more
Company details
Written by the company
Our main service centre is the building of 16-18 Hatton Garden and houses 12 brand accredited watchmakers, a dedicated vintage department and an entire refurbishment & polishing department. We are proud to be one of the largest and most brand accredited service centres in the world (with service centres in both the UK and USA) and were recently the subject of short documentary made by CNN International which was broadcast across the globe and was also featured in The New York Times. You can drop your watch off at any of our 2 locations in London (Hatton Garden & Canary Wharf), Manchester (Harvey Nichols) or New York (Madison Avenue) and no appointment is required. You will be greeted by one of our technicians who will discuss your required repair and provide you with a detailed receipt once your watch is booked in. Alternatively, you may send your watch to us Free of Charge by ordering our, pre-paid, secure, tracked and insured (to £25,000) postage pack. We pride ourselves on our rapid turnaround time merged with the highest quality craftsmanship. It is rare that any job is 'too large or too small' and we are often able to carry out part repairs such as glass replacements, crown replacements, bracelet adjustments and refurbishment & polishing, without the need for a full service. Battery replacements & water resistance testing are carried out the same day, along with a water & pressure resistance test and receipt.
Drop your watch off at any of our stores or order a Free, Pre-Paid, Tracked & Insured Postage Pack
Written by the company
- Fully tracked & insured secure watch postage pack to get your watch to us
- Our pre paid postage packs are fully tracked & insured (to £25,000) & specifically designed to securely protect and track your watch, whilst in transit to our brand accredited main service centre at 88-90 Hatton Garden, London, EC1N 8PN or if you are based in USA, your watch will go to our US service centre at 515 Madison Avenue, New York, 10022.
- AUTHORISED CARTIER SERVICE CENTRE
- We are delighted to announce that as of January 2020, Luxury Watch Repairs has become an Authorised Cartier Service Centre making us the only Authorised Service Centre on Hatton Garden, allowing us full access to parts and materials directly from Cartier. In order to achieve this status, our service centre has undergone thorough inspections by Cartier and our watchmakers have been certified by Cartier, following a number of weeks of extensive training at the brand's HQ in Switzerland. Our main service centre adheres to the strict guidelines set by the brand for all Cartier servicing and repairs and we are proud to add Cartier to the growing list of leading brands for which we are an Authorised Service Centre.
- NOW OPEN IN MANCHESTER AT HARVEY NICHOLS
- We are pleased to confirm the opening of our new store based on the Ground Floor of Harvey Nichols, Manchester (21 New Cathedral Street, Manchester, M1 1AD). Tel : 0161 828 8825. With an on site workshop, our team of repair consultants, technicians and watchmakers are on hand to assist with any repair or service enquiry and open 7 days a week. We also have a selection of pre owned watches and watch accessories.
- AUTHORISED TAG HEUER SERVICE CENTRE
- We are delighted to announce that in 2024, Luxury Watch Repairs became an Authorised Tag Heuer Service Centre. In order to achieve this status, our service centre has undergone thorough inspections by Tag Heuer and our watchmakers have been certified by Tag Heuer. Our main service centre adheres to the strict guidelines set by the brand for all Tag Heuer servicing and repairs and we are also an authorised service centre for a number of other brands including Rado, Hublot, Zenith Tissot and Cartier.
Our watchmakers have been trained by and specialise in Rolex, Cartier, Tag Heuer, Omega, Hublot & Zenith
We use all original factory parts and components and provide a 3 year warranty with each full service
Our watchmakers and management have worked with some of the largest brands in the world including Rolex, Omega, Breitling, Cartier & Tag Heuer.
We are dedicated to fast turnaround times, exceptional customer service and the best possible prices.
Contact info
16-18 Hatton Garden, EC1N 8AT, London, United Kingdom
- 0207 404 3366
- quote@luxurywatchrepairs.com
- luxurywatchrepairs.com
3.7
Average
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 20% of negative reviews
Typically replies within 1 week
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Sent my Omega in for a new battery
Sent my Omega in for a new battery , before I always used Omega Southampton . I must say it was cheaper and a lot quicker , very fast turnabout . My Omega Seamaster is due a full service at the end of the year and I will have no hesitation in using this company again or recommending . Well done and thank you . Dennis Lumsden
January 5, 2026
Unprompted review
This company is now deleting angry…
This company is now deleting angry Facebook comments. They have gone into administration 2 months ago right about the time they took our watch. They seem to be getting round this by starting a new company and transfering the names. LWR Realisations is now the company in adminstration when really it is Luxury Watch Repairs Ltd. He has switched the names to his new company to keep the PR active. You can find the administrators at PricewaterhouseCoopers LLP. I would ask trust pilot push these reviews to the front as they don't seem to have done a decent bit of work in the last few years. They are no longer an Omega service partner FYI. We still don't have our watch back or any communication 3 months later. You can look at what the owner is going on companies house.
January 18, 2026
Unprompted review
Perfect Degree of Polishing
I am pleased to say that I was very happy with the case and bracelet polish carried out on my Sinn 103 St Sa e.
I am also pleased that it hasn't been over polished. There were some particularly deep scratches on the outside of the clasp, the remnants of which can still be seen and I'm really happy about that.
I don't abuse my watches, but I don't molly coddle them either and marks like this are part of the ownership history and trigger memories made while wearing it.
January 15, 2026
Unprompted review
A first class and good value service as…
A first class and good value service as always. Competitively priced and very efficient. Would definitely recommend.
January 16, 2026
Luxury Watch Repairs always provide a…
Luxury Watch Repairs always provide a prompt and efficient repair service
January 16, 2026
Bait and switch
I chose this company because the prices quoted on their website appeared far more reasonable than going directly through Omega. I specifically requested a few cosmetic issues to be addressed, but that request was ignored and I was instead given a quote for a full service at a higher cost than Omega themselves.
I contacted customer service to explain that I did not require a full service and only wanted the specific cosmetic work completed. I was told this was not possible and that a full service was mandatory. At that point, the only options were to pay over the odds for work I did not want or pay a £25 fee just to have my watch returned.
I opted to have it sent back, which then took over two weeks to arrive. Overall, the experience felt like a bait-and-switch and I would not recommend using this service.
December 17, 2025
Unprompted review
Appalling customer service
watch was sent for repair on the 19th August 24. it was returned in Feb 25 after 25 weeks. The watch started to lose time in April 25 and was returned for repair in May 25. to date despite sending a section 75 claim and having corresponded via voice mail, chat function and email I do not have a date for the return of the watch.
The company simply does not correspond with me in anyway other then an automated reply to emails. I received no response to my section 75 letter. I have now resorted to a letter before court action.
My advice is not to use this company
January 13, 2026
Unprompted review
Please do not use this company
Please do not use this company. My experience has been extremely distressing and I believe their practices are highly questionable.
I sent my Tag Heuer watch to Luxury Watch Repairs over 4.5 months ago simply to have the battery replaced, as this needed to be done by a Tag-approved company. Shortly after they received it, I was told additional work was required and was sent a new bill for just under £500, which they said had to be paid upfront before parts could be ordered.
I asked for a full breakdown of these costs, which they were unable to provide. Feeling pressured and desperate to get the watch back before Christmas, I reluctantly paid.
Since then, communication has been extremely poor. I have emailed and chased numerous times. I was either ignored or repeatedly assured the watch would be returned before Christmas — which never happened. It has now been over four months and I still do not have my watch.
I recently emailed requesting an urgent update and asking for my watch to be returned immediately if the repair has not been completed. I have received no response. When calling, there is only a voicemail saying the phone lines are down.
This watch is of huge sentimental value to my family, and this situation has been absolutely devastating. As I no longer trust this company, I am now preparing to take legal action.
Please do not use this company. I only wish I had read the reviews before sending them my watch.
January 10, 2026
Unprompted review
Utterly appalling service
They have had my Brietling Navitimer (a bequest from my deceased father in law and therefore of significant sentimental value) since June 25. Despite full payment for the quoted service being made in June I am still waiting for my fully serviced watch to be returned. Having tried to get an update on numerous occasions by both email and phone with no success I eventually managed to speak to someone in their customer service department ( customer service - what a joke 🤬) on 15th DEC who after being told by me that unless I got some answers as to when I would see my watch I would have no option other than to report it to the police as stolen. Promising to chase this at their end and come back to me asap their adviser has failed to do so. I have advised them by email today that if I don’t hear from them next week with a date for the return of my watch I will have no other option than to report my watch to the police as stolen.
This company are both unprofessional and unresponsive. Very quick to take your money but thereafter won’t communicate. I have used them previously with another on my Brietling watches and had no issues but my current experience is nothing short of atrocious and I have no confidence I will ever see my valuable watch again.
January 10, 2026
Unprompted review
Excellent
I recently sent my ladies’ Tag watch for a battery replacement and the service was outstanding – absolutely faultless.
I had been hesitant to get a new battery fitted because some places charge an exorbitant amount, but this company offers very reasonable prices. I’ll definitely be visiting again soon to have a few links removed. Extremely pleased and highly recommend!
October 1, 2025
Unprompted review
I have been trying to get in touch and…
Previously, I felt disappointed with the lack of contact and following my visit to the shop in London and I have to say Kelley was amazing. Kelley understood my concerns and quickly took further details to appease the situation. I've received a call today and I have to say, I'm more than happy with the response.
January 9, 2026
Unprompted review
I am astounded at how good the service…
I am astounded at how good the service was! I simply turned up and asked them to replace the battery in my Tag Heuer, and a lovely Irish lady took it, got it done within 20 minutes, chatted with me while I waited - and then told me it was on the house! Her Xmas present to a stranger! Highly recommended!!
January 6, 2026
Unprompted review
Very impressive service from start to…
Very impressive service from start to finish.
Extremely happy with the work carried out and watch was returned looking like new.
January 4, 2026
63048/1085812 -Smethurst
63048/1085812 -Smethurst
This is the second time using Luxury Watch Repairs, giving the benefit of the doubt given the first experience was a bad one. Again they have had my Cartier since 11th June 2025, they responded to 1 email and i have had no replies since. Will not use this company again when i finally get the watch back
January 6, 2026
Unprompted review
My watch has been with them since May
My watch has been with them since May, when I originally sent it there was a minor fault but by the time I went to Hatton Garden location to pick it up/discuss repair a month later there was a new fault. They promised an expedited fix, rather than using their insurance to claim the new damage. I have since been waiting nearly 8 months. Their reply times are glacial with multiple times they have either completely ignored my emails or have failed to follow up on updates. Their phone lines have been closed for weeks despite them claiming they will reopen on 29th December. Avoid at all costs, I wouldn't let them repair a Casio let alone my £2000 watch
For anyone reading this, despite the fact they replied they still have not answered any of my emails or calls.
January 5, 2026
Unprompted review
Reply from Luxury Watch Repairs
Dear F,
Thank you for taking the time to share your feedback, and we’re very sorry to read about your experience. This is certainly not the level of communication or service we aim to provide.
We have been closed for the holiday period and have re-opened today (5th January). Please accept our sincere apologies for the delay in replying to emails and for our phone lines being unavailable during this time — our lines were closed while our team took some time off for the holiday period.
We’ve tried to locate your repair, but as no name, contact details, or repair details were provided when submitting the review, we’ve been unable to identify you or your repair. We have sent you a Find Reviewer request through Trustpilot; however, we have not yet received a response.
Please could you kindly reply to that request so we can locate your repair and look into this as a priority? Once we have your details, we will investigate immediately and also return to update our reply on Trustpilot with a fuller response.
Thank you in advance — we very much want to resolve this for you as soon as possible.
Kind regards,
Luxury Watch Repairs
My Omega constellation is with them.
My Omega constellation is with them.. do not use. They don't reply. I am about to go to the police. Avoid at all costs. Sent in Oct. Apparently in Switzerland now. I now there is no chance I'll see it again. Do not use these people. And btw, you have my watch, I've proof. I screen shotted all you replies. Oh that would be just 1. Send my watch back. I am appalled.
And this service is even worse!
Your customer service team have now contacted me. And I have replied. Do you not communicate?
Clearly not.
Yes I have 2 emails accounts, both I have provided to you. Both feed into the same account. I again have screen shotted all your recent replies...3 months no contact. You clearly should have communicated with each other. You don't. I don't have the information you require, as stated in moving, the onus is on you. You have my name, my address and my watch, which you admit. What I do have is the original box it came in. Which I'm sure will have the serial number. This is beyond. Would you like me to post all screenshots?
This watch I sent in good faith, it's even on my insurance policy. I expect this rectified immediately.
Terrible service
October 1, 2025
Unprompted review
Reply from Luxury Watch Repairs
Dear Jennie Llewelyyn,
Thank you for taking the time to share your feedback, and we’re very sorry to read how concerned you are.
We would like to take this opportunity to clarify the situation for transparency.
As you are aware, you have been contacting us from an email address that is different from the one you originally provided when booking your watch in. We have replied on multiple occasions asking that you respond from the email address we hold on file for you. You have acknowledged these requests but, unfortunately, have continued not to do so.
For security reasons, and to protect both your property and our customers from fraud, we cannot take instructions or discuss repairs from entirely different email addresses. This includes requests to return a watch. Without verification, we simply cannot confirm that such correspondence is genuinely from you.
In an effort to resolve this, we have also attempted to verify you through alternative means. We asked for either:
-the tracking number used when the watch was sent to us
- a photograph of the watch
- the serial number, or at minimum,
- the order number we provided at the very beginning of the process.
You advised that you were unable to provide any of this information and stated that the postal receipt containing the tracking number was “in one of the many boxes” due to you moving office and advised 'I don't need to send you anything more. You have already accepted you have my watch'.
Based on the above, we are sure you can appreciate why we require some form of verification before proceeding. The simplest and quickest option remains to reply to any of our numerous emails from the original email address you provided to us when booking in your watch and you have not advised this is inactive.
The email address used to contact our general enquiries inbox and to post this review is entirely different.
Your watch is securely held, fully documented, and insured. At no point has it been lost. We sincerely hope you will respond via the correct email address so that we can liaise with you immediately and bring this matter to a prompt and proper resolution.
We look forward to hearing from you.
Kind regards,
Luxury Watch Repairs
I’ve used LWR before on both my…
I’ve used LWR before on both my Breitling and my Garrard. The quality of work on amazing and I’m very happy with the return of my Breitling after I dropped it onto a hard floor.
My only gripe if you can call it that was that there seems to have been some issues with staff turnover and leave which affected the usual good communications. I would recommend the service of LWR and wil be continuing to use their services
December 30, 2025
Read the small print
Please read small print ! 14-26 weeks for a service, and yes it took the latter before I got my watch back, emails I sent took ages for a response, eventually travelled into the London shop because was worried the shop was a scam, eventually just before Christmas I got my watch sent back to me and to be honest it was in lovely condition. Please note if you’re happy to be without your watch with minimal contact for 26 weeks then that’s what will happen. For that reason we wouldn’t use them again.
December 24, 2025
Great service
Great service. Completely trustworthy company who I have used twice. Got my watch back perfectly repaired and working beautifully. Pricing is fair and a quotation was provided prior to my committing to the repairs. 100% satisfied
December 24, 2025
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