Citizen Watch Company Reviews 211

Sorry that I did not look at the poor Citizen Service Centre reviews before I sent my older watch to them for a service. They are apparently returning the watch to me as the watch is considered obsolete although they never bothered to telephone me to this effect. They refused to tell me when the model was first introduced and to indicate when it was discontinued. They also indicate the watch was badly scratched and the case damaged which was not the case.
I am surprised that despite all the poor reviews Citizen have not felt the need to respond to these adverse comments or indeed to improve their poor servicing standards.
I shall not be considering purchasing another Citizen watch in the future.

I purchased a new Citizen watch but not from a "authorized Dealer" and within a few months the day.date mechanism failed on the Day part. As they offer a 2 YEAR WARRANTY I was not concerned and sent it to them for repair.
The response was NO WARRANTY as I had not purchased it from an "AUTHORIZED DEALER" they would not honor the warranty and quoted more for the watch repair than the cost of the watch. They can tell when the watch was made by the serial number so they must be able to tell if the watch was still within the 2 year period.
I had a TISSOT watch that was over 50 years old and they still were willing to try to repair it but unfortunately the parts needed were no longer available. They still offered me a special deal on a replacement and returned my old one as it was a 21st birthday present. I shall never buy a CITIZEN watch again and would advise anyone else to avoid them as well.
Looking at the other reviews, which I wish I had done before I purchased it more that 50% of reviewers found them poor, not a good recommendation I guess,

not a company to be trusted, as their warranties are not worth the paper they are written on, or the screen space they use to promote them.
bought an "eco" watch from Argos & after many many months or arguing, Citizen wants to charge to look at and rectify the "Fault".
A 5 YEAR WARRANTY means that even after 3 years the watch is under the warranty, this is blatantly trying to rip off customers.

First of all, I have been a citizen customer for a few years now and I own a few of their watches; that being said, I realized that one of my watches was not working properly and I sent it to California to be fixed.

1-) I was never notified that the watch arrived in the facility, so I had to contact them a week after the watch was delivered and check because I did not know if the watch was lost in the mail. After my request, I was notified that the watch was in the facility and it was being checked. Very poor communication in their end.

2-) a few days later, I am presented with a 200+ dollar bill stating all the broken pars due to water damage in a watch that I barely used and was not exposed to water since the last repair from citizen a few years ago (by the way, I had to send the watch twice that time to California because the first repair was NOT well performed)
I requested more information regarding the water damage and Kimberly replied: "The stem and crown are broken and the case tube is loose which causes a breach to the case. Due to that breach there was subsequent water damage, so the movement requires replacement as well. "
Her response was very shocking since the stem was an issue the first time I sent it in 2015 for a similar repair therefore I assume the stem and crown assembly in not well-design.

3-) Upon the request to get my broken parts back(THEY ARE MINE ANYWAY) I was told that I could get everything but the movement. I insisted that they are still mine regardless of being broken or not. As a mechanical engineer, I would like to observe the possible failure points in my watch and understand the reasons why m watch failed. I thought I was going to be granted with something that I own but they prefer to hold the parts and keep the customer in Limbo.

I would say that I do not think I will ever buy a product from Citizen again; my experience was really bad and I expected a better customer service from the California office. It is annoying to encounter this situation and realize that I was just a money source for them and not a customer they want to keep.

I bought a Citizen Eco Drive, World Time, radio controlled watch at least 15 years ago. It has always worked perfectly and keeps time to the second. Despite the battery being guaranteed for 5 years mine is still showing full charge after 15+ years. I have traveled all over the world with it and never take it off to swim or do physical work.

However recently I went to Disney World in Florida where the watch and I were subject to many violent movements on the rides particularly in the rocket launch simulator. Afterwards I noticed that the watch was not showing the correct time or date and attempts to re-set it proved unsuccessful. I eventually sent it back to the Citizen service centre in the UK and it came back a few days later working perfectly.

A great product and great service. Thanks Citizen

This is the warranty below from Citizen Watches which will NEVER APPLY to your BROKEN watch ! Read carefully “warranty at their option
”If the watch exhibits a defect in workmanship or material that is not a major failure, Citizen will, at its option, either regulate, adjust, repair, or replace the movement, as necessary within a reasonable time after the watch is returned during the warranty period.
0 stars would be my overall  rating for Citizen. (Watch & Service) Bought a waterproof citizen watch less than 3 years ago, and had to return it because there was water moisture under glass.Thinking that this was still under their 5 year warranty, I was wrong! ! ! At their option they decide the warranty. It cost me over $95.00 for repairs,postage ,handling etc.etc.They had my watch at their repair facility in Markham Ontario Canada ,since Feb 20th and no-one ever contacted me until I called them on March 11 2019 inquiring about my watch. Turn around time as stated on their website 10-12 days. A joke! More like 42 days! If I had not called them today March 11 my watch would never have been worked on or returned yet.I called customer service 2 times today.The 1st time I waited 20 min ,and was hung up on for some reason.I then called them back and waited another 25 min. Sent them a email and also they never responded ! Finally a representative told me they were too busy! If there repair department is so Busy then you know right away there watch quality is Cheap!Everyone are returning their watches for repair service!!Won’ t buy a another watch from them again thats for sure!There 5 year warranty is a big farce! There is No Warranty!There quality is very Poor! The Customer service there is None!!Turnaround time to recieve your watch is 42 days and not 10-15 days as stated!PS : and they will also overcharge you on the Postage!

I bought a citizen ecodrive 18 months ago and it nowhas condensation in it from being in my bag when I went swimming. NOT WITH MY SWIMMING KIT.

I am told its my fault as the crown was not wound down tight. I have had cheap watches that have been better.

They want £150 to fix it and for some reason charge me for new hands, glass and dial. Surely drying out a watch £300 watch should be cheaper.

Whats worse, its impossible to talk to tgem, just accept or reject their quote.

A jeweller told me it was a fault with the watch.

DO NOT BUY ONE IF THESE RUBBISH WATCHES AS THEY DO NOT HONOUR THEIR GUARANTEE.

What a terrible service! i have waited over 15min to get a support. First agent didn't even speak english. I explained that i needed to have the battery exchanged on a short notice. They just laughed at me as if i was asking was from another planet. Seriously, having a battery replaced over a weekend should be doable, right?
what a terrible company. Never again.

I had some issues with customer services at Citizen USA in California. I sent two watches for the depth sensor to be replaced. One of them could not be fixed because Citizen had discontinued it so they offered me half a price on a watch from the online store, which I bought before realizing like the video explains, prices are higher than anywhere else. At this point they fixed the other one but sent it with a rotten rubber strap that it was NOT the one I sent it with and wanted to charge me 45 bucks for a new one. After like 10 back and forth emails, the customer care lady told me that if I was trying to get a new strap for free that was not going to happen. I replied that i did not want a new one, I wanted mine back. They told me to send the watch back to them (on my pocket) which I replied NO WAY. I purchased a $10 band on ebay as good as the original one and I'm soooo done with Citizen.

I bought a citizen watch for 300 euro. After wearing it for 3 days I saw that the titanium band had already wear out places. I do bureauwork so nothing which should cause this wear on the band.
Citizen tells me the band is not included in the warrant. I could though buy a new band as a coulance for 78 Euro. Which I refused of course.
Very disappointing. I will never buy a citizenwatch again.

Citizen Watch - Constant Delay of Shipment (Finally cancelled order)
Delay of shipment
Ordered the Aqualand watch in Aug and was told the watch was in stock and it would ship out right away. 4 weeks later no watch. Called Citizen and was told the watch was now backordered 7-8 weeks. 8 weeks later no watch. Called Citizen and was told to expect 60 days delay from the time of order. Canceled order. Terrible customer service. Customer service did not seem to care whether I canceled the order or not. Will not buy another Citizen watch and will take my monies elsewhere.

I bought my Citizen Eco Drive watch from a local Argos about 13 or 14 years ago. I paid £39.99 for it which was a sale price as it had previously been around £60.00.
I had gone through a few watches in the past couple of years and as I had just turned 40 I decided to treat myself to a good one.
I had been looking at Seiko watches but noticed that Citizen gave the longest guarantee which told me that they must have more faith in their products. So I bought the Citizen and I’m glad that I did.
That watch had been on my wrist for well over a decade, on almost every day apart from a few times when I had to take it in for repairs to the strap or pins (my own fault). I wore it constantly. In bed, at work, playing sports, in the pool, in the shower... and it never once let me down. It was a great watch. My only criticism would be that the calendar number (date) is a bit too small to read, but I do wear reading glasses now.
About a year ago I bought myself a new smart watch so my old Citizen has just been left on the side. It’s still going but it’s in need of a service which I’d like to give it (depending on cost)
I’ve never had any issues with my old eco drive watch so I’ve never had to get in touch about repairs or warranty.
So far it’s cost me less than £4 for each year that I’ve had it. Not bad eh ?

My name is Valko Manolov and I am very satisfied with the Citizen watch repair crew in Markham, Ontario. I sent my Navy Hawk AT eco-drive watch for repair. Huge thanks to the repair shop Manager, Jeff for the fast and efficient service and don't forget his colleague Phil. Highly recommend this company.

First of all, I will agree with all of the terrible service reviews below.After sales company is absolutely useless.Had a citizen solar powered wristwatch which was problematic very soon after purchase-watch for only 2 years and not wearing it much because I own other 5watches , I have a 5 years Guarantee and 5 years warranty I bought . I had to take my watch for repairs to H Samuel in Eastbourne which in turn returned to Citizen Watch Co (by h Samuel to have the problem resolved. the shop assistant told me that there is also a wore off on the strap and it is not covered neither under warranty nor the grantee which I bought especially to cover any damage in the strap and they said it is ware and tear . I went to other company and they told me it is a manufacturer problem because the silicon strap designed to stay longer .Not what you would expect from a new watch I used only for few times over last 2years as I am having other watches to use so please Don't waste your money on baying a citizen watch or to buy watches again from H Samuel East sussex the watches are expensive and warranty is useless

This is one of the best companies I have dealth with over many years of buying in traditional shops and via eCommerce. I find their products to be of high quality but best of all when dealing with their customer service, they are always helpful and have not let me down once. I have a 20 year old watch that they still service every couple of years with a new batteyr and reseal etc and dealing with thier customer service is always great. They could show some other reatilers how it should be done. Please keep looking after me and my watch! (Citizen ProMaster Dive watch)

After sales company is absolutely useless. Because I had mislaid my receipt for my 4 year old citizen watch which was no longer holding it's charge they refused to repair it under warranty. I had registered the watch when I first bought it but they claimed they were not prepared to trace the serial number to enable the repair to be carried out under warranty. They maintained the watch was only losing its charge because it needed a service. The cost was to be £124! What's the point of registering the watch under guarantee then? Very unhelpful company. I'll never buy another citizen watch again because of them. You're OK unless something goes wrong and then you're treated with utter disdain.

Had a watch for only 12 months the paint wore off on the strap and they said it was my fault. Not what you would expect from a £500 watch after such short time . Don't waste your money on one they are cheap and warranty is worthless.

If I could give zero stars , I would.
First of all, I will agree with all of the terrible service reviews below. Very poor in not honoring their warranty and blaming us for the problem with the watch.
We bought two (2) water resistant watches because of the extended time spent in water. During our time in the islands, my wife was unaware that the crown had come off her watch. At the end of the day, she noticed water inside the watch. This watch never left her wrist until that day. A few days later we found the crown on the floor. After reviewing the warranty, and feeling it was a manufacturer defect causing the crown to just come off, we sent the watch in for warranty work.
After a few weeks we received a service cost breakdown from Citizen to an amount over $300. I could buy a brand new watch for this amount. I called the service department to question the charges and remind them it should be under warranty.
The service rep told me their was so much damage internal to the watch that they could not warranty it. She was more focused on the rusty internal parts needing replacement than the root cause of the water damage, the crown coming off. When I brought this point up, she went as far as blaming us of “cutting off” the crown. This comment completely flabbergasted and infuriated me. After hearing how upset I was on this comment, she backtracked to saying we must have accidentally knocked the crown off the watch. I asked her “Are the crowns supposed to come of these watches?”, which she didn’t attempt to answer. (That makes me wonder if Citizen has other watches with this same problem of the crown coming off.) She then tried to discount some of the parts to lower the total cost of the repair, but stated they would not repair the watch for free. Continuing to insist that this should be warranty work and covered, she stated that it was our fault for not “noticing the crown coming off” and in turn our fault “allowing the watch to go into the water.” WHAT? (deep breath)
I told her that Citizen will not be getting any more of my business, money or support and to ship the watch back me. (which I’m sure is now a box parts)
Bottom line- the watches are nice. If you buy one, put it in a display cabinet for all to see.
But if you wear it in your everyday life, make sure you throw away the warranty card, because it means nothing to Citizen. Especially when the manufacturer gets to make their determination as to what it will cost and who is to blame on warranty work above doing the right thing (standing behind their name and watches).
Find another watch maker that will stand by their watches without question, blame or conjecture. You’ve been warned!!

I sent an EcoDrive watch that was no longer recharging in to the Service Department. I received an acknowledgement that they had received it and were undertaking repairs. This notice gave no idea of any timescale for the repair. I reverted to another watch and filed the acknowledgement. I chased it up on the 26th July when I thought they had had the watch a long time and was told they had returned it, delivery was supposedly on the 11th of February. Your representative looked into the matter and discovered your carrier had delivered it to a ‘Mr Still’ according to their records. I was given no notification that it had been delivered. While I accept that the length of time between sending it in and chasing it up was excessive, I had no idea how long it would take.
If I had some idea that usual repair time was a matter of days I would have chased it up sooner. Perhaps in future the initial receipt should say that in most cases repairs take x working days?

I sent my watch in for repair when the hour hand stopped moving.

I received their estimate quickly and made payment on their online portal. The work was carried out very quickly and the watch sent back within 7 days of payment!

The story does not end their, unfortunately their courier misplaced my watch and after a couple of days of fruitless chasing I contacted Citizen. Immediately on receiving my email Alice from Citizen had contacted the courier and called me to advise progress. Due to this intervention my parcel was found and delivered to my home that same evening!

Thank you all - The watch has great sentimental value, being a gift from my wife - your excellent service and intervention with the courier, in my mind set new standards in customer service!