Swatch Group Ltd. Reviews 

I have never been so disappointed by a company.

Less than six months after purchasing a brand-new Tissot Classic Dream Lady watch directly from the Sydney boutique, it developed faults not once, but twice. The first time the watch failed it was sent away to Melbourne for repairs, the second time it failed I requested a refund. Instead,Swatch Group (which owns Tissot) refused and repaired the watch without my authorisation, despite my repeated requests for a refund.

The process was lengthy and frustrating. I escalated the matter to NSW Fair Trading, yet Swatch Group still refused to provide a refund. Fair Trading advised that my only remaining options were tribunal proceedings or legal action—an unreasonable burden for an ordinary consumer over a defective watch.

What disappointed me most about the Swatch Group’s response was the complete lack of empathy or even a single apology. The customer service was dismissive and rude.

I am now left collecting a watch I no longer trust from a brand I no longer respect.

The watch was defective. The customer service was worse.

This was my first Tissot purchase and it will absolutely be my last. Buyers should be aware that if something goes wrong with your purchase, you may find yourself trapped in a long and exhausting process with little regard for your preferred resolution.

Swatch are a global company for which you would believe would provide a top rated service , how wrong can you be . Four emails in to my initial query and no reply ! Swatch you need to pull your finger out and sort out your aftercare !!!

Shocking

Order #US13124539 – I received a Swatch watch on September 6 and returned it unused on September 27 (UPS scan 9/28).
Swatch acknowledged in writing that they have leeway to make exceptions but refused a refund because I didn’t contact them within 14 days.
The watch was a gift, opened only to look at, and returned in perfect condition.

I currently own nine watches across Swatch Group brands, including pieces from their luxury lines, and even purchased two additional watches in-store after this order. I’ve always enjoyed the brand, which makes this refusal over such a minor timing issue extremely disappointing.

I expected better customer care from a company with such a respected watchmaking history.

I purchased the Certina C048.407.11.051.01 from an authorized retailer in Poland. After just one week of wearing it, I noticed serious defects: the bezel insert was visibly misaligned or engraved incorrectly, and the bracelet didn’t sit flush with the case lugs — there was a noticeable gap. I sent an email to the service center describing the issue and clearly requesting a warranty replacement with a new, defect-free unit. I received no response for a full week. Only after calling them directly did I receive a shipping label and service request form. I sent the watch in with complete documentation and a detailed explanation of the defects, again requesting a full replacement under warranty.

Once the watch was sent in, communication essentially ceased. I didn’t receive any confirmation that the watch had arrived at the service center or any updates on its status. I had to call them myself to find out whether it even reached the service. After a few days, I was told that “the bracelet had been adjusted.” No mention was made of the bezel issue. When I asked specifically about it, the conversation ended abruptly — and two hours later, a representative called back to inform me that “this is a sports watch and it’s supposed to look like that,” claiming the watch had been compared to three other units.

After I insisted again that the bezel was clearly defective and that the watch was supposed to be replaced entirely, I was suddenly told that the watch had been replaced — but the serial number was still the same, which immediately raised red flags.

The next day, I requested written confirmation of this supposed replacement. The representative promised it would be sent via email, along with documentation in the return package. That email never arrived. When the watch came back, not only did it still have the same defects (misaligned bezel, loose-fitting bracelet), but now it also had new scratches that weren’t there before — I have timestamped photos taken before shipping as proof. The bezel had clearly been tampered with — the triangle at 12 o’clock no longer aligns with the dial index, and now the bezel has noticeable play that wasn’t present before.

The return package included no clear description of the service performed — just a vague note saying “minor service” and a printout of accuracy and water resistance tests. There was no transparency, no accountability.

I then decided to contact Swatch Group HQ in Switzerland directly, sending an email with a full summary of the issue, including the serial number and supporting documentation. I had already submitted a complaint through Certina’s official contact form earlier — and received no reply whatsoever. No confirmation, no response, absolutely nothing. As a last resort, I posted a comment under one of Certina’s official Facebook posts, publicly describing the issue. In response, the Certina social media team asked me to send them my contact details privately, promising that someone from International Customer Service would get in touch.

After providing my details, I was — once again — contacted by the exact same person from the Polish service center who had mishandled my case from the beginning and ignored my prior requests.

It was during that call that she offered me a refund. I refused. I had purchased the watch at a favorable price that is no longer available, and from the very beginning my request was simple: a proper, defect-free replacement under warranty. I made it clear that I felt deceived and misled, and that their entire handling of the case had been unprofessional and dishonest. Her response was silence.

At this point, I have completely lost trust in the Polish Certina service team and their empty promises. I made multiple specific requests and asked clear questions — all were ignored, dismissed, or avoided. I received no clear answers, no documentation, no transparency. The way Certina handles customer service — both in Poland and internationally — is shockingly unprofessional, evasive, and disrespectful. If anyone is considering buying a watch from this brand, they should know that if anything goes wrong, they’ll be completely on their own.

Avoid Certina – Poor Quality, No Warranty Support

I purchased a Certina DS Action Diver 38 mm (C032.807) and wore it carefully for just 5 months.
Never took it swimming, never mistreated it — yet the screw-down crown thread failed.

I brought the watch to Chronos.kz (Almaty, Kazakhstan), an official Certina service center. They refused to accept it under warranty. No explanation, just rejection.

A Swiss brand that promotes reliability, yet fails after 5 months and refuses to honor the warranty?
That’s unacceptable.

I had no choice but to sell the watch to avoid future problems. I’ve since switched to a Seiko Prospex SNE585P1 — solar-powered, sapphire crystal, reliable, precise, and doesn’t need to be touched for years.

Certina turned out to be an unreliable and poorly made watch backed by an even worse service experience.
I’ll never recommend this brand to anyone.

Dreadful service, the Swatch watch I purchased at Duty-free shop at Belfast airport, the strap broke after only three weeks. I contacted customer services, wrote to the company sending them the broken strap. I was totally ignored. I would avoid Swatch watches, poor quality and no customer care at all.
Dr M. Griffin.

The watch was returned literally two days after receiving; they denied a refund claiming the watch was used. Dont buy from these people.

I was having trouble trying to find a particular replacement watch strap. I contacted customer service via email, they replied same day and posted a new strap for me, within a couple of days I received the strap, exactly the one I needed. Fantastic customer service.

Worst buying experience an 0 of 10 customer service. After acquiring a quote for an omega bracelet they charge me a different price that was already disputed with a Customer service rep and his supervisor. After one month calling and writing emails with almost no answers y finally got my bracelet. Terrible customer service. Don’t answer emails and supervisors don’t return your calls. This service for a $850 steel bracelet. If swatch group want to change this review contact me as I was promise by your Customer service rep on July 5 2024

I only wanted to buy a Moonwatch but it’s impossible without visiting a store. The telephone number given doesn’t work, the online chat repeats the same message’visit a store’
This isn’t a 21st Century customer centric retail experience for busy people. Such a shame but money can be spent elsewhere!!

Had my Swatch for about 10 years. The strap buckle broke and I emailed them on Sunday morning and by 3 on the same day they had arranged for a new buckle to be posted to me. Swatch also provide free replacement batteries for life.
Great customer service!

The best people to work with from a retailer perspective, good infrastructure, great staff that respond extremely quick to enquiries, Extranet is fantastic. Swatch Group are miles in front of Richemont and LVMH.

I havd problems with my longines watch after 30 years and send it to uk.swatch group in southampton. I have specifically outlined that I wanted the crown/winder to be looked at, the estimate came at £318 when I called and speak with lauren, asked her I only wanted crown to be looked at she has given me the list of things like watch facia, clock arms, foreign object removal full service etc etc. and they cannot do just the crown. The watch was working perfectly with all those mentioned in the full service estimate. The rules very ridgid and not very accomodating. on top of all that they charge you £18 postage, where post office charges for small package delivery is £5.75 It is too much and very ruthless policy.

Fantastic customer service

Had to send my Hamilton in for repair and they could not have been more helpful.

Sent postage for me to submit watch securely and safely and returned quickly and safely.

Kept updated all way through.

Genuinely couldn’t have asked for better. Very impressed swatch group Southampton

Bought a beautiful MIDO watch in Italy in August whilst on holiday. Automatic and simply stopped working after 3 1/2 weeks. Swatch Group UK in Southampton put me onto their Mido Service Department who sent me a pre paid royal mail envelope with their address and delivery by 1pm next day and high value item which did impress me! Sent it back and they replaced the movement and other parts. Received today by DX Courriers who does passports and high value items. Looks brand new and very impressed. I paid nothing. My two year warranty is working. Very happy.

Brought My TTouch in for a battery replacement ( the first as the watch is barely a year and a half old) over 2 weeks ago. I was told in an arrogant tone that "their procedures" require an inspection as well, which would cost 92$. Called them only to find out that they were "awaiting the parts" and this would take an additional "2 weeks" making this a one month affair. When I asked what the parts were, I was told it was the battery and that it may "have to be ordered from Toronto or France". Her response basically indicated that they had been done nothing and were trying to con me with the "we have to order the parts" comment since it should not take a month to get something as mundane as a standard CR2032 battery and since a new watch should require no parts to repair. Then she said "they had sent me an email about the repairs" but upon checking I have never received any emails and the printout shows my correct email address and phone number. Is this a joke, a service centre that not only does not stock standard batteries and needs a month to get one and cons the customer into unecessary service charges? This is my second TTouch (the first one lasted over 20 years) so I am familiar with the maintenance process. As the only "accredited" service centre, this example of incompetence and gouging is enough to deter anyone from buying the product in Quebec.

Every watch I send them they say, the strap is scratched, the glass is scracthed, wear and tear, some of the watches I have never worn since knew and purchased from high end shops. They do this to cover thier back and I only want a battery and reseal. It takes 3 months to get the watches back. But they always say watch needs a service which is £194. It was serviced 3 years ago. When I say I only want a battery change and seal they say we will not do that unless its serviced! I paid for my Longines 5 times over in battery changes and its had more services than my car! Update I just had a 3rd watch and all I needed was a watch battery. But agine they said it needed a complete service! this is the 3rd watch and every single time they say that the scratch poof glass has a scrath on it! The Braclet is scrathed. Some of the watches I have bought were purchased from new from thier stockists never worn, just needed a battery replacement. I refused the service and they said we cannot replace the battery, this is holding you to ransom effectively. It has in 3 watches cost me £800. I will just find Mr Patel to change the batteries i n future!

Looking for Swatch Moorwatch
Today visited my third Swatch shop
Despite publicity all 3 shops could only offer pink, blue or yellow
Moonwatches can’t be bought via swatch website either
Marketing efforts are only frustrating possible customers.
Good effort!!

Tried to purchase the moon-swatch from both london stores after being told in email that purchases are strictly one per customer, both stores on the day were seen to be selling two and three items each to one customer and these customers were happy to confirm to everyone that they were indeed re-sellers and items would be on ebay later in the day. Offers were being made to security staff to jump queues and bypass controls of one per customer.

I have purchased an expensive watch from Hour Passion store in Gunwarf Quays in Portsmouth - £525.00. They have never told me that the watch is non refundable and when I tried to return it 4 weeks later considering all the bank holidays and living in Southampton the refused the refund, I had full receipt of purchase. They said they can only exchange it as it says on their receipt in small print that watch is exchange only. Mind you receipt is printed after you have purchased the watch!!!! That's a total scam!!! I believe!!!