Citizen Watch Company Reviews 

i sent my citizan blue angel watch for repair on the 28.08.26, with all my contact details and what i wanted them to do to my watch. I have not had any contact at all from them, i have also sent a copy of my postage certificate and again all my details, STILL NO REPLY. I strongly advize you do not send your watch to them. It looks like my expensive watch as gone. i dont know what i can do now.

Absolut unfähiges Personal, mehrmals per email nach meiner bestellung gefragt, keine antwort. Hätte ich früher mich erkundigt würde ich sicher nicht dort bestellen.

Ich rate sehr stark ab dort etwas zu kaufen, spart es euch.

I purchased a premium Citizen watch a year ago as I paid over $500 for the watch. This March, the watch stopped functioning so I sent it to Citizen for repair. Citizen as informed me that t he repair parts are not avaible and that I should expect to have t he watch back to me repaired by January of 2027 at the earliest. Worst watch experience ever.

I am utterly shocked and astonished by my experience of purchasing a dive watch. When the watch arrived I realised it was not for me, I never wore it and put it back in the box for return. I the day it arrived I was heading out of the UK for a 10 day holiday on my return I returned the watch totally unused. I did not think to document the condition of the watch with photographs. Some time after the return I received a e mail containing a link to photos of a a badly worn watch that bore no resemblance to the watch I returned. The link did not allow me to download said photos. My return application for a full refund was denied. This is blatant dishonesty.

Update on 8/31/26: I had not yet emailed the higher ups at Citizen but I received an email from yet another "customer care" staff member last week. She informed me that the back case was NO LONGER AVAILABLE. What took over 3 months to discover that? I would never purchase another Citizen watch. If you have a problem and need to order parts, just forget it.

Initial posting: I ordered a back case to my Eco Drive watch to Citizen Watch America Torrance and paid for it back on May 14, 2026. I am still waiting and no actual update emails have been received. I was finally told that it was on backorder but no anticipated date was provided. Whenever I emailed their Customer Care department, they provided no specific information, only to say that it's backordered. The last response was that the issue would be escalated. Again, no details were provided and no subsequent updates.
I decided to email Carlo Bonini (CFO and COO) of Citizen Watch America asking for his help. No response. I emailed him a second time but again, no response. At this point, I said the back case didn't need to be specifically engraved with the model number of my watch, that as long as it had Citizen name on the back, that would be acceptable.
I have no idea why no one from Citizens will resolve this situation for me. It's complete BS that a customer is told the case is backordered with no expected receipt date. It appears that many other people are unhappy with their customer service. I don't normally post any reviews but this one deserves to be "on the record". Guess I need to resend the email but this time, to Seth Presser and Adrienne Forrest, so I will see if they respond better than their other corporate officer. Shame on Citizen Watch America!!!!!! This is no way to run a company. We're only talking about a part that was less than $32.

I sent in a 399 dllr Bulova for repair. they kept the watch and never contacted me about it. thieves is what they are!!

Staff is generally friendly, is you can get one's attention. I own 4 Citizen watches between myself and my son. I purchased a Citizen Zenshin from the Citizen Website in Feb 2026. TWO pins fell out at the same time and it appeared when it was resized at the factory or wherever their web sales originate, the bushings were not properly installed. As a result a pin on each side of the clasp fell off, at the same time, which is crazy.

I brought my watch, box and proof of purchase to this store while visitng NYC. I got a lecture from the salesperson about why it failed. I know why it failed. Whomever resized it originally didn't do their job. This salesperson then "fixed" it for me but I didn't notice until trying to wear it later that he put the clasp on backwards.

I returned to this store a few days later (unfortunately, not wearing the backwards clasp watch), but watch shopping with my daughter. After about 15 min of not having a single salesperson make eye contact, we left and bought a watch at Tissot up 5th ave.

Generally unimpressed with Citizen overall and will likely look into better options moving forward. My new watch from Citizen website was improperly resized from purchase and then their in store salesperson put it back together backwards. Despite this, I was ready to buy another for my daughter and couldn't get any help.

I was gifted a Citizen Eco-Drive watch as a college graduation gift from my late grandmother 10 years ago. In that time, the watch solar charger failed. I finally save some money to send it in to be repaired and had the watch sent back with a note saying it was irreparable due to being discontinued and they were looking forward to selling me a new one. Horrible customer service, horrible longevity! Don't expect your watch to last more than 10 years, and definitely don't expect to be able to repair it either.

The capacitor on my Citizen Eco-Drive watch needed replacing as it wasn't holding charge, so I sent it to the UK service centre. After some back-and-forth they sent me a quote for a service, plus replacement of the glass, hands and band, for just over £200. No mention of the capacitor. When I queried this they replied as follows: "We will provide an estimate based on what we believe should be replaced. We have advised for the glass to be replaced because there is a chip. The bracelet is also very worn so we have estimated for a new one. Lastly, as the hands are very marked - we also advise for this." And, when I asked for the capacitor to be replaced: "We do not replace the capacitor only as this would not resolve the issue alone. Within a Service, we replace the whole movement and this includes the capacitor."

I now have the watch back, serviced without the replacements they recommended, and I have examined it very carefully using a 10x/30x trinocular microscope. There is no chip in the glass as they had claimed; there are no marks on the hands (which isn't surprising as the glass has never been removed); and I have been unable to find any evidence of the bracelet being 'very worn'.
I checked with an independent watch repair company and found that they will replace the capacitor without replacing the whole movement.

I suggest that you draw your own conclusions. I will not buy any more Citizen products.

I wish I could give a zero—but I guess there are limits to how low a rating can go.
I will never, ever, ever purchase from this company again. It is my personal belief that the quality of the product is simply not what it used to be. Based on my own experience with their customer service, I think it's time to introduce negative ratings—and in this case, NEG 7 feels just about right.
In today's environment, where quality matters and customer loyalty should too, it's time to move on.
Goodbye, Citizen Watch, and good riddance.

Felipe was no help. Wasted 30 minutes of my life

The worst customer service in the world . What crap they sell and then you have idiots lying to you about replacement promo codes that end being way less than promised. I just threw my Citizen watch in the trash. This was a horror story that went on for months with invoices they were trying to get to paid for no work. Citizen the company sucks.

I will NEVER purchase another citizen watch because of their repair and customer service.
The communication is non existent and the process that they have is the ABSOLUTE worst in the industry. I requested a new crystal and bezel. After having the watch almost 3 months, I called to check on the progress and was informed at that time, that it would be returned unrepaired for those to items. No one contacted me to inform me of this. I wouldn't have known this unless I contacted them. A crystal and bezel replacement shouldn't be that difficult. Citizen your service is beyond pathetic! I would give you zero of it were available!

Crown came off my old Eco Drive watch, so I shipped it to the Service Center for evaluation/repair. Took them over 3 weeks just to acknowledge that they had received the watch, and advised I would get an update within 14 business days. After 20 days, I received a shipping notice and an invoice for $100, with the only details listed as "OLDWATCH". Finally the watch arrived with a letter stating it was too old to be repaired, they no longer stock the parts. SO WHAT AM I PAYING $100 FOR???? I provided all the identifying numbers from the back of the watch when I initially filled out my request for repair - shouldn't that be enough for them to advise, at that point, that they cannot repair it? They gave me a "one time code" that I could use to receive a discount off a new watch, but after factoring in the $100 charge, it amounts to less than what I can get at any number of retailers. I have filed a dispute with my bank on this. Absolutely horrible experience and I will NEVER purchase another one of their products.

I was told be a jeweller that the Eco-drive Citizen watch had had for about ten years needed a new battery but it would have to be carried out by Citizen themselves. Sent it in only to have it returned with a cryptic note saying the model was obsolete and they could do nothing for it. It was not even opened to see what they could do, hiding behind insurance. Very poor customer service and I would not recommend anyone to buy a product from them.

Worst customer service I have ever experienced. Dropped my watch off February 16th for a battery, today June 5th, still do not have it back.
Called customer service and they say it is still in the timeframe of their repair window. Never again will I buy a Citizen watch and will tell everyone I know what a crap company it is.

I purchased a limited edition PCAT watch 8 years ago. First the band consistently broke and had to spend almost as much as the watch to replace the band, may be 4 times or more. Once it snapped after a few weeks but to their credit replaced for free. Also, the movement broke down just a few years after warranty expired and they asked for almost 1/2 of what I paid for repair and only with 1 year warranty. What a piece of crap for a lot of money and terrible customer service for repair. Never again a Citizen watch as it is run by calculating money hungry makers to get more money. Do not be fooled, stay far away and save your money. Looks aren't everything.

Extremely disappointed with my experience with Citizen support.

I received my watch on May 6 with scratches caused during the complimentary sizing process and contacted support immediately the same day. After receiving no response, I had to call myself on May 11 just to get things moving. I shipped the watch back on May 13, and it was delivered back to them on May 14.

During this process, I was under the impression that a replacement unit was available for me. At the time, there was also the same watch available on eBay with 2-day delivery, but I chose to trust Citizen and continue with the replacement process instead.

After waiting nearly two more weeks with very limited updates, I was finally informed on May 26 that the replacement watch did not pass quality control and that a refund would be issued instead.

While I appreciate that Citizen did not send out another flawed watch, the overall handling of the situation was extremely frustrating. This was a limited model that I specifically wanted, and because of the delays and lack of communication, I lost valuable time and the opportunity to secure another one sooner.

Now my only option is importing the watch from Japan at a much higher cost with expensive import fees and long shipping times.

What makes this especially disappointing is that I genuinely supported Citizen and The Citizen lineup. I made videos showcasing the watch, introduced many people to the brand, and had one video alone reach over 140,000 views with many people becoming interested in The Citizen line because of my content.

To support a brand that much and then go through this experience is incredibly disappointing.

Habe die Uhr vor vielen Jahren zum Jubiläum bekommen. Dann hätte ich die Uhr einige Zeit nicht benutzt, der Akku war entladen und die Uhr stehengeblieben. Das Einstellen der Uhr erwies sich als unmöglich. Die Bedienungsanleitung ist viel zu kompliziert und unverständlich. Selbst in einem Uhrengeschäft könnten sie mir die Uhr nicht richtig einstellen. Ein Teil von ca 600 € liegt nun nutzlos herum.
Nie wieder Citizen.

Bought a citizen chandler eco drive recently as I thought it looked good online and was on sale. When I received the watch, it looked better t even then the pictures online. Nice build quality and a very nice military style watch. I am very happy with my purchase