Larsson & Jennings Reviews 3.755

I ordered my watch in early January. Not realising that it came from the USA. It took a while and I had some problems with customs. I emaile Larsson & Jennings regarding the delay and I must say the company always came strait back to me with any updates. I was very impressed.
I love the stylish square design ofmy watch and I get a lot of compliments.
I can highly recommend this modern contempery style of watch and the company.

We never received the watch we ordered as a Christmas present for our granddaughter. It was sent to Angola instead of Alabama, USA. Not an outstanding experience!!!

I ordered and paid for a watch in January. I didn't receive an order confirmation. When I chased it I received AI generated responses. I kept going until I was transferred to a person. They sent a DHL tracking number but the watch still hasn't arrived. The tracker says it is in customs at Heathrow. DHL UK can't help as ecommerce and you can get through without a shipping number.
Larsson and Jennings are saying you have to contact DHL and DHL saying contact the supplier. I have asked for a refund. End of February and do not have the watch or a refund!

Purchased a watch as a Christmas gift. The watch was defective. I reached out to Larsson & Jennings and they told me they would gladly replace it. First, they told me it would be a couple of weeks. That time went and past. Then I was told a couple more weeks. That time went and past. Now have been told a couple more weeks. It has been almost two months total since I contacted customer service. Liked the watch but the communication with customer service has not been good.

Never received my item

Excellent company to deal with! Bought 3 watches… great customer service!

Placed an order 19th Jan, its now 2nd Feb and no watch has arrived! Ive contacted them via email twice and received no response both times. Having to now raise with my bank to get my money back! What the hell happened to you Larsson and Jennings, you used to be amazing! What a shame!

I ordered a watch on January 9 it’s now January 27 and I have not received tracking for my order. When I try to make a claim there is no response. Terrible customer service. I’m starting to think I was scammed.

I placed an order two days ago. I paid for priority express shipping which is 1-2 days. I have not received my order and have no tracking. There is no customer service number to call and their online chat is an Ai agent who could not help. Asked to chat with a real agent. No real agent joined after 30 mins of waiting g when it says a live agent is joining the chat. I submitted a request on the contact us page and received an automated response from the same Ai agent. This item was a gift which I paid extra for to arrive on time. I’m highly unsatisfied and still don’t have any resolution. I’d be very wary of ordering from this company.

Update 01/25/2026

I have reached out a few times to their support email now regarding my order. Today they have just refunded the priority shipping fee of $9 but I still have no tracking for this item or know when it will ship. This was a gift and the event I needed it for has passed. This is not a satisfactory experience or resolution. I have paid for something I did not receive in the timeframe stated on their website. I have had no response from a non Ai support agent despite contacting them numerous times. I have reported them to the FTC. They have violated the FTC’s Mail Order Rule.

I am extremely disappointed with my experience with this company.
After paying £137 for my order, I was later informed that my parcel was stuck at customs and that I was expected to pay additional customs clearance charges upfront, with a promise of reimbursement later. This was not disclosed at the point of purchase.
When I raised concerns, I was told to contact the courier directly and manage the customs process myself — despite the courier being contracted by the seller and not by me. I do not have an account with the courier, yet the responsibility was repeatedly pushed onto me.
I made it clear that I do not have the funds to make further upfront payments and that this situation is unacceptable. The lack of transparency, poor communication, and refusal to take responsibility for delivery has been extremely frustrating.
I would strongly caution other customers to clarify all potential customs charges and delivery responsibilities before ordering, as this was not made clear to me.

This was my first experience with Larsson & Jennings but it will not be my last. Their service was excellent. I could not have asked for better service. The watch I ordered was just what I expected and arrived very promptly. I needed the band shortened and they took care of that for me equally as promptly. Perfect customer service.

This is now my second or should I say 3rd watch from this company. The first one, purchased in 2022, I had no issues at all. The second one has been a complete nightmare.

At first when I received it, I realized I had made a mistake and purchased the smaller of two watch faces. I wrote them, explained my mishap, and that I wanted to exchange it for the 40mm watch face and now, due to me returning from the East Coast for Christmas would need it shipped to my AZ address. They responded promptly that the 40mm was in stock, gave me a coupon to put towards it, and they politely responded that they understood to send it to my billing address not the one I originally had been visiting. I thought wow they are on the ball. That’s where my headaches with Jossa, the customer service rep started. She said normally it’s done with their exchange portal and that’s where I should begin. BUT their portal after Christmas was disabled. Therefore, I should send the watch with the small clock face back as a return. Once received, I could then reorder the watch face that was bigger. I was told since it technically is an exchange, I’d receive my new shipping costs back. Watching their inventory now in sale status diminish, I decided to order the new watch at the time of the return. I wrote and explained everything thoroughly. The watch with the small face was delivered to the facility & a man signed for it on 1/2/26. They claim it’s still in transit even though I’ve sent her proof they have it there. My new watch still has not been received me. Leaving me paying for two watches now and having neither! It takes days for them to respond and no refunds have been forthcoming, but oh yes they do take their money instantaneously. BEWARE! I heard they are now owned by some other company.

It was really helpful the second time around. I was quite worried about the watch because it didn’t arrive by the required date, which was my wedding. However, I’m happy that it’s finally arriving now. Thank you, Jossa, for the prompt help. This would have been a 5-star experience if compensation had been arranged, as the watch was lost and didn’t arrive by the needed date.

Very poor service. Took my online order then said an item not in stock. I checked and it was. They did not inform me it will ship from USA and not London UK store and now I will have to pay customs duty. Safer to visit the store.hopefully the watches quality will be better than the service. I ordered it over a month and now they tell me about duty but don’t know how much. Surely if they ship to UK often they should have an idea then I might have potentially cancelled my order. Paltry refund offered for the stock confusion, customs and over a month for delivery.Hope the watches quality is better than service.

COMPANY REFUSING TO REFUND FOR PURCHASE THAT NEVER ARRIVED. AI GENERATED RESPONSES ARE ENDLESS. WISH I HAD NEVER ORDERED A WATCH AS A BIRTHDAY PRESENT. SO VERY DISAPPOINTED WITH THEM, ALONG WITH THE FACT THAT THEY ARE TOTALLY UNHELPFUL AND KEEPING MY HARD EARNED MONEY IS DISPICABLE

I bought $119,4 dollars in products on October 2024 for the order #57935-LJ . I did not get those products so I contacted you in June 2025. Then you told me it did not get to my place because the taxes were not paid, and offered me to send the products to an US address instead of a Chilean one.
So I asked for someone in the US to receive those products in their place for me. I gave you an US address. Then you told me the products were not available anymore and offered a gift code. Which I did not accept!! and still when I tried to use it, it did not work. I sent a screenshot to show you it was not working, and still you told me that the code was valid. I don't really mind if it is valid or not if I can't use it.
I HAVE NOT BEEN ABLE TO TALK TO A HUMAN THIS HOLE TIME, AND STILL HAVE SOLUTION.
After that I was so tired. And I still am. I asked for my money back, and you told me you could not give me my money back because you sent me a code. And i NEVER AGREED to get a code instead of my money!!!
I just want my money back, and as I see you are going to keep it, at least a code for the same amount that i can actually use. THIS IS THE WORST COSTUME SERVICE IVE EVER SEEN.
Thanks for nothing

I returned a watch all within their specified timelines and provided the royal mail tracking info. I never received my refund so am £169 out of pocket on the watch and also the cost of the tracked return.

I get so many compliments on my watch. I went for the mixed silver and gold and it goes with everything. So luxe and elegant 🩷

Very fast delivery. Would certainly recommend.

I don’t recommend this watch. I never wore mine and it tarnished in the box in just under a year. I stored it how they recommend and when I reached out they weren’t willing to assist. The watch is unfortunately garbage now. This is very disappointing. Waste of money.