Daniel Wellington Reviews 891

I placed an order with Daniel Wellington in November and refused delivery of one of the watches. I was informed that my refund had already been processed, however to date I still have not received it.

Despite providing my order number multiple times and responding to every email request, the matter remains unresolved. I later discovered that another delivery was accepted while I was away, which I immediately reported and made available for collection so the refund could be fast-tracked yet no courier has been arranged and no clear communication has been provided.

I have followed up repeatedly by email and have received either no response or generic replies with no action. I am now sitting with the product in my possession and no refund, months after the original purchase.

This has been one of the most frustrating online shopping experiences I have had. I am simply asking for what I am owed the refund for a returned product but I have had to chase this for weeks with no resolution.

I would appreciate Daniel Wellington urgently arranging the collection of the parcel and processing my refund without further delay.

Ordered the wrong straps for my watch. Immediately contacted the support and we communicated through everything, so I ordered the new straps in the right size and they issued a refund on my firat wrong order! Big thanks to Jazz from DW! Very supportive and nice communication!

I ordered something that didn't quite turn out how I thought it would. I emailed them that very night and I got a response early the next morning. Literally by afternoon my issue was resolved. Response time is great! I'm Really happy with the customer service, the agent who was helping me was the best.

Good luck trying to get a response out of them if literally anything at all goes wrong with your purchase. I’ve been emailing them daily begging for an update since the 28th of December with no response. Tried opening a new ticket and it immediately got closed and delighted to the same useless person who’s “handling” my inquiry.

I have been trying to contact this company regarding 2 issues since 27th & 29th December. One item faulty and the other I require a longer strap for a watch.

After a long wait I am now being told that a faulty item a bracelet does not come under warranty (30 days). A faulty item is a faulty item should surely be replaced. I have explained both items were Christmas gifts and I am therefore very disappointed in this bad customer service and have not received a reply regarding the second issue of watch strap.

Overall very disappointing

Cannot believe that I completed the forms now 4 times and as instructed by the reply below sent. However nothing received but more emails asking me to complete the same form over and over.

I need replacement bracelet as the original is faulty product. Not sure how many forms I need to complete for this to be understood and replacement sorted.

A small handful of days over the return period I politely asked for an exchange for an unused item. Not a refund.

I never heard back despite sending 4 emails. Then after trying a US email I was redirected to a UK team who told me to contact another UK team who also haven’t responded.

2 weeks and zero support. Bizarre. Will never use again.

The customer service response was very quick and they kept communication with me throughout my refund process.

Very quick response, even if It was Sunday. The customer service assistant was very polite and ready to help! Excellent experience, really rare to find!

Immediate responses even on a weekend. Earrings are beautiful.

Am writing this to warn other customers. I have been a loyal Daniel Wellington customer for years, but the way I have been treated recently is disgraceful.
I ordered a watch as a wedding gift from my husband. Due to a recurring technical bug on their website, the delivery address was set to a point 3.5 hours away from my home in Épinay-sur-Seine, despite me entering my details correctly. This is the second time this bug has happened.
I spent over 10 days calling UPS and emailing support to fix their mistake. Even though UPS confirmed the parcel is being returned to the sender, Daniel Wellington decided to issue a silent refund without my consent, claiming the item is now "out of stock." They refused to reship my wedding gift to my home address, despite their clear responsibility for the website error.
A refund does not replace a wedding gift or the hours wasted. They have lost a loyal customer due to their lack of professionalism and empathy.

3 weeks into trying to reach Daniel Wellington customer service, and 15 emails later and no one has contacted me. I have an issue with my order that I need resolved and I just keep getting AI answers. They are a despicable company. DO NOT BUY ANYTHING FROM THIS COMPANY. They will take your money and if there is a problem, you’ll never be able to reach them.

Great contact with the customer service department. All issues resolved. I recommend :)

Customer service is very fast to answer my questions and quickly to solve it! The product design I like it very much

More than 45 days have passed since the product was returned. After the return is confirmed, I have been waiting for the funds for about a month and I still have no money. I can't hear a meaningful answer through the e-mail contact. This was my first and last purchase of products from this company. I'm from Poland

I made a purchase and realised my address was incorrect.

I sent an email and it was responded to immediately and my address was corrected.

The delivery was faster than expected. Much appreciated.

I love the watch, I ordered the bangle in the same week the watch arrived, its delivery was pretty past ❤️. Thank you for the great service!

I have no idea how this company is still running. Put 2 orders on December 1 on the Canadian website, followed up a few days later because like everyone else, did not receive any tracking information. Maui responds saying its ready for shipping. December 9 I receive a notification from UPS saying they are yet to receive the packages. What the hell is going on here? Terrible customer service with slow and not so useful updates. Ive asked twice now to cancel both orders for a refund and no response. This is really a scam and everyone should put in a formal complaint against the company.

EDIT: I did receive the packages, 3 weeks late. The bracelets and watch were beautiful. I am happy with the products but disappointed with the overall experience.

Terrible customer service. Near impossible to get a response from their team for a really basic issue.
Very dissapointing.

Daniel Wellington, you’ve failed miserably. I was charged for a purchase (my wife’s Christmas gift) that I’d made online (Canadian webpage); and like so many others on this forum, was told that I would receive a shipping update within 1-2 days.

It’s now been a week - and I have yet to receive any update. To make matters worse, I was just informed that they cannot locate my order - not based on my email, nor my order number. Yet, there was no issue in charging my card. Currently awaiting a response, however, by the sound of it - I’ll be waiting a while.

This is beyond ridiculous and frankly, extremely stressful. I would absolutely NOT recommend. Terrible, terrible customer service.

I bought during the Black Friday sale and received the wrong order. Customer service was extremely slow, being ignored several times. Because it was a gift, I specifically asked if my original item was still in stock, they assured me it was and that dispatch would be prioritised, so I didn’t go elsewhere.

After two weeks, they now tell me it’s actually out of stock. What a complete waste of time. I won’t be buying from them again, no matter how beautiful the watches are. They really need to fix their stock management and customer service.

I received a brand-new Daniel Wellington watch with a visible defect inside the glass. This is clearly a quality control failure. Instead of offering a replacement for the faulty item they sent, customer service told me to return it, wait for a refund, and place a new order.
The issue was entirely caused by the company, yet the burden and delay are put on me — the customer. I needed this as a gift before travelling abroad, and now I’m left without a solution.

This experience shows a lack of responsibility and customer care. Very disappointing from a brand that claims to value quality and satisfaction.