Good customer communication! 2/10/2026 Shipping took longer that I expected, but the good thing is the communication from Elizabeth. She responded to every email I sent promptly. it seems like a... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Device arrived in perfect condition and looks fantastic my only reason for not giving five stars is there is a rather long delay for shipping.
This is a great watch. It is what I ordered. They delivered on what they promised. The only, small, iss ue I had was the tracking. The web site said the watch was sent out on the 31st of the month. Wh... See more
Products are great. Quality is impeccable. However, communication with them leaves a lot to be desired. Responses from thur customer service team is very laggy. Information they provided me with rega... See more
Company replied
Company details
Written by the company
At NeoLux Watch & Co., we seamlessly merge the timeless sophistication of luxury watch design with the trusted precision and reliability of Seiko movements. Specializing in custom-mod timepieces, we incorporate exceptional movements such as NH35, NH38, VK61, VK63, VK64, and NH70 into our creations, drawing inspiration from iconic designs like Submariner, Nautilus, Aquanaut, GMT, Marine Master, Datejust, Day-Date, Daytona, Yacht Master, Santos, Speedmaster, Seamaster, Moonwatch, Ballon Bleu, Royal Oak, and more. Our dedication to craftsmanship is reflected in our use of premium materials, including scratch-resistant sapphire crystal and robust 904L stainless steel, ensuring each watch is both visually captivating and built to endure. Whether you’re a collector seeking a truly unique piece or a connoisseur looking for a personalized homage to classic luxury models, NeoLux Watch & Co. offers the perfect harmony of elegance, performance, and customization. Explore the art of precision and style redefined. Experience the evolution of luxury watchmaking with our custom-mod creations, where innovation and craftsmanship meet for the modern era. Join us in celebrating the meticulous artistry and passion behind every timepiece we produce.
Contact info
United States
- neoluxwatch.com
3.6
Average
170 reviews
Replied to 70% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The shipping time was quick and I couldn’t be more pleased
The shipping time was quick and the quality of my watch i couldn’t be happier. Definitely will be purchasing again. Great job
October 21, 2025
Fantastic watch
Fantastic watch. Great weight and mechanism. I immediately bought a different watch from NeoLuxWatch. Easy to start an amazing collection of watches from this site.
October 21, 2025
Unprompted review
Very poor quality watch and bad…
Very poor quality watch and bad customer service. The watch comes wrapped in plastic and there is no way to checkout the watch without removing the plastic. Once you take the plastic off, they will refuse to accept a return. Beware and done buy from them. Find another vendor!
October 24, 2025
Unprompted review
Reply from NeoLux Watch & Co.
Hi, Kabir!
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback.
As I checked, our customer support team has been trying to reach out to you by email/phone number but no responses from you.
At NeoLux Watch & Co., we take quality and customer satisfaction very seriously. Please reach out to us directly at contact@neoluxwatch-cs.com with your order number so we can look into this immediately and make things right.
Our team is here to ensure every customer receives the level of service and craftsmanship we’re known for. We’d love the chance to turn your experience around.
Thank you for bringing this to our attention.
— The NeoLux Watch & Co. Team
Cheap made watch
October 16, 2025
Reply from NeoLux Watch & Co.
Hi, Jonathan!
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback.
At NeoLux Watch & Co., we take quality and customer satisfaction very seriously. Please reach out to us directly at contact@neoluxwatch-cs.com with your order number so we can look into this immediately and make things right.
Our team is here to ensure every customer receives the level of service and craftsmanship we’re known for. We’d love the chance to turn your experience around.
Thank you for bringing this to our attention.
— The NeoLux Watch & Co. Team
Submariner
I’m new to the watch collecting world and I was hesitant to make this purchase. I received the watch a few days ago and I’m extremely happy with it. I will be buying more watches from Neolux in the future.
One month later. I’ve been wearing the watch daily and I love it!!!!!
October 14, 2025
Will absolutely purchase again and…
Will absolutely purchase again and highly recommend! Easy order, tracking, and the watch is perfect! Exactly as advertised or better. Great job, thank you NeoLux! Well done!
October 13, 2025
Fake watch
I bought a watch and received it about six months ago. The watch didn’t feel like the quality I had hoped for. I realized it was just a cheap watch from China. I wrote a review here, and right away the company Neowatch wanted me to remove it. They kept bothering me, saying they would send a better watch if I deleted the review. I removed it, and now a couple of months have passed, and I still haven’t received a new watch. This just proves what a scam company this is. Probably the biggest scam company on the market.
April 28, 2025
Reply from NeoLux Watch & Co.
Hi, Mats!
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback.
As I checked, our customer support team has been trying to reach out to you by email/phone number but no responses from you.
At NeoLux Watch & Co., we take quality and customer satisfaction very seriously. Please reach out to us directly at contact@neoluxwatch-cs.com with your order number so we can look into this immediately and make things right.
Our team is here to ensure every customer receives the level of service and craftsmanship we’re known for. We’d love the chance to turn your experience around.
Thank you for bringing this to our attention.
— The NeoLux Watch & Co. Team
The product i received is trash
The product i received is trash, the worker i dealt with is trash🤦♂️. Buy at your own risk🤔
July 16, 2025
Unprompted review
Defective product, deceptive service – company begged me to remove my honest review
I had a terrible experience with NeoLux Watch & Co. I ordered a watch on Sept 27, 2025, and it took almost three weeks to arrive (far longer than the 4–7 business days they advertised). On Oct 12, their support promised me a 10% discount for the delay. When the watch finally came, it was defective out of the box – the spring bar pin that connects the band was missing and the case was scratched. I emailed their support on Oct 16 about the issue and initiated a return.
Instead of a swift refund, I got excuses. First, they insisted “No, it’s not broken… just follow this video” to fix it myself (email from Oct 15, 2025). When I made it clear the watch was truly defective and couldn’t be fixed, I suddenly started receiving pleading emails. On Oct 16, 2025, a NeoLux rep literally begged me to delete my negative review, saying “This will negatively affect my work… I could lose my job. I have old parents to feed… Please help me remove the review”. This was shocking and highly unprofessional. She even offered to “do anything… help you with a refund” if I would remove the review (Oct 17, 2025 email). It felt like a bribe to silence me.
Even after I stood my ground, the return process was a mess. I never got the promised return shipping label. I had to escalate through my bank to get my money back. Once I filed a chargeback, the company emailed (Oct 18, 2025) that my order was “cancelled due to the chargeback” and told me to “keep it as a gift” – basically abandoning their own product rather than doing the right thing.
Bottom line: I received a broken watch, endured slow shipping and poor communication, and then was pressured intensely to withdraw my honest review. No customer should have to go through this. I cannot recommend NeoLux Watch & Co. to anyone – buyer beware.
October 17, 2025
Unprompted review
The delivery and communication have not…
The delivery and communication have not been good lately. Next time, I will have to read the real review before buying.
October 10, 2025
Reply from NeoLux Watch & Co.
Hi!
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback.
At NeoLux Watch & Co., we take quality and customer satisfaction very seriously. Please reach out to us directly at contact@neoluxwatch-cs.com with your order number so we can look into this immediately and make things right.
Our team is here to ensure every customer receives the level of service and craftsmanship we’re known for. We’d love the chance to turn your experience around.
Thank you for bringing this to our attention.
— The NeoLux Watch & Co. Team
A question I asked my self is about the…
A question I asked my self is about the value for money.
October 8, 2025
Reply from NeoLux Watch & Co.
Hi!
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback.
At NeoLux Watch & Co., we take quality and customer satisfaction very seriously. Please reach out to us directly at contact@neoluxwatch-cs.com with your order number so we can look into this immediately and make things right.
Our team is here to ensure every customer receives the level of service and craftsmanship we’re known for. We’d love the chance to turn your experience around.
Thank you for bringing this to our attention.
— The NeoLux Watch & Co. Team
Bad Customer Service
Shipping and communication has been poor this time around. I will likely need to look elsewhere for my next purchase.
October 9, 2025
Reply from NeoLux Watch & Co.
Hi!
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback.
At NeoLux Watch & Co., we take quality and customer satisfaction very seriously. Please reach out to us directly at contact@neoluxwatch-cs.com with your order number so we can look into this immediately and make things right.
Our team is here to ensure every customer receives the level of service and craftsmanship we’re known for. We’d love the chance to turn your experience around.
Thank you for bringing this to our attention.
— The NeoLux Watch & Co. Team
Horrible customer service
Horrible customer service. My watch was put away for awhile until my retirement this summer and when I got it out it didn’t work at all. It could not be wound or set time or date. The movement was completely shot. So, I realized I had a month of their infamous 1 year warranty and quickly reached out. They ghosted me for over 20 attempts to contact. I posted a review and they finally returned my inquiries claiming that they had never received them, however they seemed to know all about the issue. The sent 3 different tracking numbers for a replacement watch. 2 never got picked up and 1 ended up not even being addressed to me. So, I reached out again and - nothing. Buyer beware!
UPDATE: It only took ten minutes for them to reply after 20 emails and a month and here they go calling me names and denouncing my profession. Let me put the rest of their response up so you can see what kind of people work at NEODUD WATCH:
If you don’t remove your false review, I’ll make sure your face will be on our social media channels, make sure you delete all your social media accounts before doing something bad. We have all your information now. You will hear from our lawyers soon. Thank you for your attention to this matter!
Here’’s what they originally said:
Sep 7 at 12:07 PM
You don’t have to worry! We will definitely send you another one, you can believe on us. However, if you leave the review there and it will damage our store heavily until the watch arrives. Please do us a favor and understand how a review can destroy a business that’s been built for years by many employees. Thank you so much!
Sep 7
Sep 7 at 12:14 PM
Hello!
You can leave another review if you don’t receive it. Simple as that. We make sure you’ll be satisfied. Please help me! Thank you so much!
Neolux
Sep 7
Sep 7 at 1:15 PM
Hello,
I have successfully submitted the video to our internal team, they will review to approve your replacement request. Don’t worry! I make sure we’ll get this solved for you.
Neolux
Sep 10
Sep 10 at 10:48 AM
Hello!
This is the tracking number of the replacement:
393030193877
Fedex
Please help us to remove the review as promised. Thank you for your effort!
Neolux
Sep 11
Sep 11 at 9:36 PM
Hello!
I’m sorry that I sent you wrong tracking number:
Here is the correct one:
393082111749
Thank you for understanding
AND NOW:
If you don’t remove your false review, I’ll make sure your face will be on our social media channels, make sure you delete all your social media accounts before doing something bad. We have all your information now. You will hear from our lawyers soon. Thank you for your attention to this matter!
Such sweet and HONEST people. There’s four outright lies from them and more in the response below. I’ve published the truth here. The rest is up to them.
*By the way none of the tracking goes to my address or my name. All I want is a working watch. I have offered to send it back in the box they send the replacement in, but they just don’t want to be good people.
Final Update: Neolux customer support has been stalking me online. They have threatened me and accessed my social media. They have removed their accusations of lying from this site because it blatantly portrayed their stalking behavior. I just wanted what I paid over 300 usd for. DO NOT BUY ANYTHING FROM NEOLUX.
August 25, 2025
Unprompted review
Zero to Negative stars is more…
Zero to Negative stars is more appropriate for Neolux company. Do not do business with them. They do not honor any warranty and you have to post a negative review to get them to respond to any communications. Then they immediately call you a liar and say your review is fake. Avoid this company at all costs. There are a bunch of REPUTABLE mod companies online, not Neolux!
September 1, 2025
Unprompted review
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