Citizen Watch Company Reviews 

I sent my Citizen Eco‑Drive watch in for service, and the experience left me frustrated and unsure of what I actually paid for. The entire repair process took nearly two months, far longer than I expected. I requested several specific services: a capacitor replacement (critical for Eco‑Drive power storage), a thorough movement cleaning and adjustment, an overhaul, and a band cleaning and buffing. I also asked about options for a band replacement or resizing, as well as a dial refinish or marker replacement if needed.
When the watch finally returned, I was charged under sixty dollars, which seemed unusually low for the list of services I requested. The problem is that I still don’t know what work was actually completed. The service documentation didn’t clarify what they repaired or replaced, and the watch didn’t show any obvious signs of a detailed overhaul or cosmetic refinishing.
The watch works, but the lack of transparency, the long turnaround time, and the vague final report left me disappointed. If you’re considering Citizen Eco‑Drive repair, I recommend pushing for clear communication and detailed service documentation so you know exactly what you’re paying for.

I reached out to Citizen to ask about a problem I was having with an eco drive watch. They suggested I mail it to them so they could repair it but we were afraid to let it out of our site for sentimental reasons. The Customer Care Specialist, Valerie was very understanding and explained that if anyone has tried to remove the battery sometimes it could be replaced incorrectly, which could damage the battery well. Also that the battery is Proprietary and sometimes an incorrect battery would be used which could damage the watch. We had taken it to a jeweler in town to have a link removed and I think they may have tried to remove the battery so Valerie"s heads up was valuable. We took the watch to a watch repair in town and they confirmed that the battery had been removed and replaced incorrectly. They repaired it OK. Bottom line, Valery spent a lot of time and was very professional when assisting us.

I bought a Citizen Tsuyosa 40 mm last December 27th in a physical store in my hometown, L’Aquila (Italy).

After 2 months, the watch started to lose 5 minutes a day even if I was very careful to not expose it to magnetical interferences, putting it always in a case with other only mechanical/automatic watches.

So I brought it back to the shop to ask for assistance under warranty (02.27.2026). The shop sent it together with other malfunctioning watches on the 2nd March 2026. Since then I’m still waiting to receive it. They said Citizen Assistance orders the required parts from Japan and they can’t replace the entire watch. I’m tired of waiting. I will never buy a Citizen again and I advise you to do the same.

RUNNNN ! WORST COMPANY EVER WHEN YOU SHOP THEY AUTOMATICALLY TAKE OUT THE MONEY OUT YOUR ACCOUNT AND WHEN YOU RETURN A PRODUCT IS A HASSLE TO GET YOUR MONEY BACK I BEEN WAITING FOR A REFUND OF $450 FOR OVER A MONTH AND THEY HAVE BEEN GIVING ME THE RUN AROUND !!!

I sent my watch for repair in January 2026. A service order for repairs was entered and accepted, and the watch moved to repair status. Two months after the status no longer listed anything, it was discovered after repeated emails and phone calls that my watch was lost. A credit in the amount equal to my watch was offered.

Here we are in April, almost May: my original watch lost, and I have no replacement watch, all I have is excuses: System migration (Stated to have been completed April 13th), Unable to move forward, unable to see if the replacement I have chosen is available.

I am extremely disappointed with the after-sales support from Citizen Watch UK regarding a Bulova watch purchased in August 2025.

The watch developed a fault within six months. Since then, I have spent over a month attempting to resolve this through the retailer (Ernest Jones), Citizen UK, and the authorised service centre in the Philippines.

Despite Citizen UK being involved at a senior level, including communication with their Head of After Sales, no practical resolution has been provided.

The only option presented has been to return the watch through an authorised service process involving:

• Around one month shipping
• 3–4 months repair time due to parts delays
• Additional return shipping delays

This results in a potential total timeframe of several months for a basic warranty repair.

I made it clear throughout that I am willing to return the watch. However, the process being offered is not reasonable or practical.

Despite acknowledging the delays, Citizen UK have continued to rely on this same process without offering any alternative solution, even after escalation.

Communication has also been inconsistent, and key questions have gone unanswered.

At this point, it feels like responsibility is being passed between parties rather than resolved.

For a brand of this reputation, the lack of flexibility and inability to provide a workable solution is extremely disappointing.

I am now pursuing this through my bank and formal dispute channels.

Firstly, Citizen Watch does NOT have a customer service department, only a repair department that handles ALL claims. i purchased a promaster from citizen on 2/13/26, arrived on 2/17 with one of the main drivers being "impact and shatter resistant", as well as their claim of "30-day money-back guarantee". What can possibly go wrong? Within the first 3 days the watch fell off the counter and the crystal shattered for which i was told to send it in for an "assessment" (my cost) so they could determine how far the watch fell and how fast, really? and that would determine if it was covered under warranty. Needless to say, they "repaired" the watch, replaced the crystal and returned it on April 7th. The reason this is important is that they keep the watch for more than 30 days, so you cannot return for a refund and of course because "you opened the box", this voids the warranty, and the fact it is now "repaired". In 72 years of living and 50 in business, this is the worst con artist job I have ever seen and coming from a public Japanese company? Absolutely despicable and bottom of the barrel for ripping off seniors and then to lie through their teeth for $450?

Purchased 2 eco divers from citizen over 4 years,both stems on the crowns snapped off, the last watch only had for two years I ordered from Amazon they gave full refund, return to citizen with the invoice from Amazon they've sent me an invoice back to saying the cost me over £180 to repair. The watch went in the bin. citizen rubbish never buy again

As a watch repair shop that orders parts from Citizen on a regular basis, they have horrible service and consistently drop the ball on orders. I have on numerous occasions ordered parts, been told it’s in stock and will take 7-10 business days. That information is then passed on to my customer. However, after 3-4 weeks have passed, I’m told it was never processed, or shipped, or got delayed because of one reason or another. The excuses are consistent and I, as a business person, am left facing my customer to apologize for Citizens’ incompetence. I end up discounting the product myself because of the delay and mixed messaging. It is infuriating. Management is never available and never call back to address the situation.

Watches look very nice. My only complaint is how difficult it is to set the date and time. Who thought up this system? It's impossible. It has put me off buying another watch of this make.

I purchased a $400 Citizen watch on November 23, 2025 from the Citizen store at Woodbury Common, New York. After wearing it only a few times, the dial developed fog inside the watch.
I contacted customer service on January 14, 2026 and mailed the watch for repair the next day. Although they received it within three days, I did not receive confirmation until January 29. After waiting another month, they told me I had to pay $30 for the repair because it was not covered under warranty. I paid the fee just to get my watch back.
As of March 12, I still have not received my watch or any update. It has been almost two months since they received it. This is the worst warranty service I have ever experienced. I will not buy another Citizen watch again.

My CZ Smart Hybrid is completely dead in warranty, and after weeks of emails I still have no repair, replacement or refund. 😔
UK service (tickets #2293675 & #2276784) confirmed the model is discontinued and cannot be repaired, yet no alternative remedy is offered. Cyprus, Germany, Dubai, Malaysia and Global HQ all say they cannot service this watch, while US support (ticket #2263186) wants me to pay €120–180 to ship from Cyprus with no guaranteed outcome.

I bought an eco drive watch and it stopped holding a charge after less than two months. I sent it in for repairs, and I had to pay for shipping. They quoted me about $80 for the repairs, even though it should still be under warranty. After trying to call but never getting a hold of anyone, sending several emails which started off well but then I got ghosted, I have yet to reach a resolution.

Habe mir eine Citzien Uhr für 600 € gekauft. Nach acht Monaten ist ein Knopf abgebrochen. Hatte keinen Unfall oder Ähnliches einfach nur vom Tragen. Ein Garantie wurde nicht anerkannt und ich soll ein Haufen Geld für die Reparatur bezahlen. Also Garantieleistung, ein absoluter Witz bei dieser Marke. Sowie die Qualität. Kann jedem nur dringend abraten, sich solch eine Uhr zu kaufen.

I have been chasing this company for 2 years to fix my watch. All I get is people who can barely speak English tell me to do the same thing over and over again. Request: 2241803

Bought a watch loop from them as a replacement and it discoloured within a week. Contacted customer services, who were extremely unhelpful and basically said it was sweat and kept trying to sell me a new watch strap? Why would I given my experience.

I sent my watch in for repair in July 2025.
They didn’t acknowledge its receipt until I called them on it. In mid-Sept they sent me an estimate of $333 for repair. I agreed and paid the invoice.
Oct 1, they said parts were back ordered and wouldn’t be in for 45 days. November 17, parts arrived. They said another 45 days for the repair. On January 7 phoned again (mind each contact was initiated by me. They don’t communicate or respond to emails. I finally found a phone number.) I asked them to return my watch and refund my money. They assured me that the repair would be completed in 1-1.5 weeks. So, after another 2 weeks, I called them back….and after arguing with them, they finally fessed up, and disclosed that my watch had been sent to Japan because that was cheaper for them than repairing it here in Texas, AND that it would be (you guessed it) another 45 days before its return. They went on to say that they HAD BEEN INSTRUCTED NOT TO TELL CUSTOMERS THAT THEIR WATCH HAD BEEN SENT TO JAPAN!!
I asked to speak to a supervisor, and they said they would have one return my call….which never occurred!
I thought Citizen Watch was a reputable company, but based upon my experience, I was seriously mistaken!
To date, they have had my watch for 6 months, and no end in sight.

I would rate my overall experience as marginal...... There was no confirmation that my package was received by Citizen Service.....The time required for analysis of the time piece and the subsequent estimate was excessive (6 weeks and an estimate of $181) for simply requiring a crystal replacement ..... I had the watch returned (unrepaired) and I cleaned and replaced the crystal myself for less than $6.....In general I like Citizen watches, however, the service department is not of the same caliber and should be avoided

Habe mir vor 12 Jahren meine Citizen Eco-Drive Uhr gekauft. Damals eines der einfacheren Modelle, natürlich ohne Funkuhr-Funktion. Seit dem trage ich die Uhr 24/7. Auch Nachts, beim Duschen, Schwimmen, Tauchen, Arbeiten, Sport. Sie wurde bisher nur bei sehr wenigen Gelegenheiten kurz ausgezogen. Das originale Leder-Armband musste natürlich sehr schnell einem feingliedrigem Metallarmband weichen, Leder geht garnicht, das ist auch der einzige Kritikpunkt - wie kann man eine wasserdichte Uhr mit einem Lederarmband ausstatten? Die Uhr läuft mit einer Abweichung von maximal 5 Sekunden, meist weniger, zwischen den Zeitumstellungen, z.B. bei Reisen ca. alle 3 Monate. Alles in allem einfach ein unfassbar nachhaltiges Teil!

Nice looking products, sadly the quality is shocking and the customer service is basically non-existent outside of sending you a copy of the user manual. My watch failed in under 20 days of purchase - citizens only suggestion ( after sending me the manual) was for me at my cost to return the watch to them , where they would then assess whether a warranty claim was valid. UK consumer law clearly states that a customer can return the item for an immediate refund if it is faulty within 30 days of purchase.