Citizen Watch Company Reviews 211

Disappointed with Citizen’s service and warranty support I sent my Limited Edition Citizen Eco-Drive Perpetual Chrono A-T (No. 1231/2500) for service under order SO00453501. I paid to ship the watch insured and included all required documentation. After their evaluation, Citizen quoted $110.16 for ultrasonic cleaning, strap replacement, and a basic time/date adjustment. The entire process was extremely slow. I shipped the watch in mid-September 2025, but I didn’t receive any acknowledgment until October 15. The estimate arrived October 28. Email replies took days sometimes more than a week with no meaningful updates.I escalated the case, provided proof of purchase, and requested a goodwill discount, especially since this is a numbered, limited-edition piece, but the supervisor still refused any adjustment. For a brand that markets itself as “premium,” this experience felt like zero loyalty recognition, no flexibility, and no real customer care. Even the strap a basic wearable part that naturally wears out was treated as a full-price charge, not as part of long-term product support. After this experience, I can’t recommend Citizen to anyone unless they improve their turnaround time, warranty coverage, and customer service response standards. A premium brand shouldn’t act like a budget repair center.

I bought Eco-drive citizen watch costing me close to C$ 450 at Paris Jwellery at Sunridge Mall in Calgary, Alberta, Canada. When I Purchased it, shop changed the battery as it was a bit old so the replaced battery must last at least one year guranteed or even more up to 2-3 years.

It was malfunctioned some reason within year or so during COVID time. I wasn't told what type of battery inside and when I visited my home country Nepal and tried to replace the battery, watch repaired shop open the watch but couldn't fix the problem and suggested me to get the battery replacement with the company itself.

I brought it at the same shop and left it for the battery replacement from the Citizen Company sometimes around early Sept 2025 as fortunately it was still under warranty (5 years) and received a call after around 2 months from the shop on 1st of Nov saying that the watch has been opened (that I myself informed the shop too) by third party, so to replace gascket and its battery will cost me C$250, whether I agree to pay or not extra C$250.

I told the shop that it is too much as I wasn't even told what type of battery inside (I assume just as an ordinary battery) and how long its warranty for; and I can buy another good reliable quality watch with that repair cost instead.

Therefore, I never recommend to buy eco-drive citizen watch as well as any kind of purchase from Paris Jwellery at Sunridge Mall in Calgary, Alberta, Canada.

The website looks nice, and the watches that they displaced there look astonishing. I saw some reviews on the internet, but not here, just the reviews on YT and tik tok about them. They said the watches are great for the price, but when i received the watch i didn’t believe those words. I guess those videos were staged or just promoted by them, as the water proof watch was not fully water proof, like how is it possible. Even casio for $100 is water resistant right to 100m down, but their watched couldn’t hold it that much. They look good on my wrist tho, which is why i keep it.

I sent my watch in to the California address that was provided in July. I never once heard from Citizen. The only contact was what I intitiated. I finally got the watch back September 17th.
I have a $1200. watch that they claim they can't repair.
It's an Eco drive with Radio controlled for hr time. Basically satellite to keep the time. This watch is less then 10 years old and I was told in the information with the watch they returned that they can no linger fix it. And they think I would buy another product from them. Fat chance
Hard to believe a company of Citizen stature would refuse to fix something less then 10 yrs old.

Citizen eco drive condensation inside the dial...supposed to be water resistant...terrible watch! Stay away.

Bought Men's Corso Eco-Drive watch in October, 2023. It died by December. Sent it back for warranty repair and it was "fixed" fairly quickly. It died again in late 2024 or early 2025. Sent it back for repair. Was received 4/10/25. Soon I was advised it needed a warranty part and a new crown. I paid $21.56 for crown to be ordered. It took 3 months to get a crown!? Watch was finished a couple of weeks ago and was sent for final QC. Last week I was told watch was in warehouse to be shipped. Still wating for shipment notice. This watch is a LEMON and needs replacement!

Sent a watch in for glass repair and faulty second hand finger, watch out of warranty. Paid over £10 postage, then waited 5 days before the portal sent the estimate of £121.00! been told it will take 30 working days i.e. 6 weeks to get it repaired! Contacted them to request expediting the repair, got a rude email back saying the clock starts from when the estimate is sent and the fee is paid up front - would be another 10 working days! Appalling repair turnaround times and bad practice to require payment before accepting repair! I will never buy from Citizen again!!

Bought a watch from them 2,5 years ago. Of course that it malfunctioned as now seeing reviews it seems like a common thing.
Warranty was supposed to be 3 years, they shipped it with 1 year Global and 2 year Extended warranty (how they call it, local warranty). But they are saying for a country I bought it only applies 1+1.
Seems like a bad quality product and bad customer service.
Best thing I did to save myself was to throw that garbage watch to the garbage.

Brought a Citizen Attesa watch and failed within a week. According to ChatGPT failure rate likely around 3% due to poor battery/capacitors as to the GPS variants are very demanding of them.

Should have learnt my lesson when my then very expensive of the Citizen Eco Drives heavily advertised as not ever needing to change a battery capacitor failed and Citizen walk away from them not providing replacements.

Yep, never need a battery just throw the watch away when the capacitor fails.

Basically Citizen very poor brand and looking at the star rating I am not alone in that opinion.

So if you need a watch strap either leather or metal or a repair do not think Citizen watch company is good. Having had a jewelry store for more than 50 years, I can tell you Citizen is not what they used to be. Their service is terrible and if you are unhappy because they send the wrong part even when it is their fault they want you to pay for shipping back. After waiting 3 months and still getting the wrong watchband twice, I gave up and will not deal with them every again. If you buy watches from them you have to deal with their service department and they stink! I take giving a poor review very seriously but I have to tell the truth here! Argued for 1 1/2 total they were unbelievable

Horrible! While the watches may be fine, customer service is not! I ordered a watch for my husband and I've been fighting with UPS and Citizen to get it. Both places are horrible with customer service. Zero support, zero help. My husband and I both have been lied to time and time again. I will never buy from them again after this experience. I have to wait for it to show back up before they will refund my money. Ridiculous that I have to go without 500.00 all because these two places can't get it together and be honest and do the custom right.

I bought a Citizen Promaster Fugu watch…

I bought a Citizen Promaster Fugu watch and it came without its accompanying scuba tank and box. Feeling as if Citizen support may help I wrote a short email to support and received a reply from a support staff called Poorni. She initially replied and asked for the model number of the watch. I sent her a model number of a watch which came with the scuba tank and its box and also a picture of the box and tank. She replied that that model number only comes with a standard box, and I should contact Shiels if I wanted a standard box. So I replied and said what difference does the model number matter I am asking if you can supply the tank and its box for which I have included a picture. If you do not want to supply or cannot then that is a different story. All I asked was if the box and scuba tank was available to buy separately not which model watch it went with. I have to say Citizen have the worst staff I have ever encountered and they either do not read the question or the whole email and then attempt to push you off to someone else. What harm would it do for this Poorni to check if you can purchase the tank and box separately, instead of dreaming up a complete farce of an answer.

After all they are support, I did not ask for the specific model of watch, only if the scuba tank case and box could be purchased separately.
Citizen have the worst, most unfriendly staff and this Poorni only goes to show how lacking Citizen are in their staff choosing process. This woman was just so rude and off putting, she does not do her job properly and plainly is too busy doing something else to answer support questions. Honestly I will never buy a Citizen watch again, staff are just so rude and unhelpful for a supposedly international watch company they a leave so much to be desired. I have never seen such a disorganized unhelpful company and I recommend if you are going to buy a watch you choose a more reputable company such as Seiko or even a shop owned brand, but you need to take care because Citizen probably make lots of cheap watches and rebrand them. I have 2 Citizen watches and after this I will be selling them as soon as possible. I simply detest this company and their staff. Also Poorni belies the meaning of her name LOVE and Happiness

Date of experience: 26 March 2025

The watch itself has served me well since I bought it ~2.5 years ago. However, I recently had an issue with it, so sent it in to be checked out. To cut a long story short, the service I received was appalling and I've since found it impossible to get any response from Citizen, despite several attempts. If the true quality of a brand is defined by how well it responds to issues reported by its customers, then Citizen clearly has no quality at all.

Purchased Citizen Eco Drive watch thinking that the high price was high quality, until the winding mechanism pulled out along with the shaft less than 2 years after purchase. The watch was under warranty so I took it to the jewellers I purchased it from and they sent it for repairs. The warranty was not honoured and they claimed it to be wear and tear caused by pulling the winder out and back in. Since this happened within less than 2 years and the only times the mechanism was pulled out and pushed back in was when the date needed to be changed, which was once every other month or so, as the time never needed adjusting. I firmly believe this was not a valid argument. The warranty in Australia isn't worth the ink used to print the warranty and is nothing more than a sales gimmick. My advice, never buy a Citizen watch.

Ordered a watch which was too small so returned. Once they received it they accused me of damaging the watch (impossible as I literally had it out the box for 2 minutes) and have refused to give me a full refund, offering just a partial refund for damage. Absolutely disgusting and by the looks of it have done this to others before as well.

I’ll be raising this with my bank and requesting a full refund. Do not buy from these fraudsters.

Replacement watch strap for a £200 watch only available online from Citizen £82.80. Smacks of unfair trading. Need to notify customers that the inevitable replacement costs xx or make sure cheaper high street alternatives are an option. Best check before you buy.

I have purchased the AT0361-06E during a flight with EasyJet, was having a good discount, in september 2024. I didn't wear it and decided to keep it for my father as Christmas gift. My father had this watch for 4 days, he was extremely happy, and then while travelling abroad without having noticed until very late the case of the watch (the glass screen) just fell. He was wearing the watch and the screen just fell, not being dropped or hit something... in the worst case scenario would get scratched or cracked but not as it had happened. I have a similar watch and the screen is very strong, not easy to break. after sending it to Citizen as the watch is being under warranty and was surprised when an estimate of £281 for repairs was sent, which is more than the original purchase. The reason being that a third party has opened the watch or had an impact which from my understanding is they have no idea what happened but just coming up with any reason to do not respect the warranty. It has been very frustrating especially knowing that was a gift and what they are stating is not true. Did any of you come up with such a situation and what was done further from your side?

Bought a watch from their website. The strap didn’t fit so repackaged the watch straight away and returned it. After a few days their so called customer service said I would only get a partial refund as I had scratched the watch. They even sent me pictures. This is a blatant lie. The watch went straight from the box on to my wrist and straight back in the box. This is an obvious scam as others have reported the same thing. Customer services were utterly useless and did nothing to resolve the situation. Just read all the appalling reviews before you think about buying from this worthless watch brand.

I bought two Divemaster Pros in the last four years. Both stems failed. I sent both back. Citizen wanted to charge me the equivelent of a new watch to fix one of them. I asked them to do right by a custiomer who loves the watch. The answer was no.

Just had my 10 years old Citizen Red Arrows watch serviced and repaired.
We got off to a bumpy start where their pricing philosophy and messaging didn't reflect the scope in comparison to the other higher end manufacturers.
This was escalated to a senior manager who quickly resolved the issue. The watch was returned within two weeks looking as good as new.