Citizen Watch Company Reviews 

I sent my watch in for repair and to add 2 additional links at the same time, that I supplied, I was given a very reasonable quote. I paid online and the turnaround was fantastic. Received my watch in immaculate condition safely packed. Also kept informed throughout the process, thank you service team you’ve been great and very professional. Keep up the fantastic work. I would defiantly use the Citizen service department again.

I bought a Citizen smartwatch which suffered a scratch on the glass. The watch was under 1 year old and under guarantee. I sent it back for repair, postage cost £8.50. Citizen refused to fix it, even though the glass should be scratchproof. In addition, very poor customer service: delays, failure to refer to manager, took over 3 weeks to get it back - unrepaired. Hugely disappointing - the glass should be scratchproof. Will buy Seiko next time - their quality is far better in my experience.

Avoid, avoid, avoid! I bought a brand new Eco Drive watch from a shop on a cruise ship. When I got home a week later I took it out of the box to find it wasn't working. It didn't charge. Sent it off to Citizen Repair Centre - yes, they really don't have any local authorised repairers - together with my guarantee. They claim that someone opened the back and so the Guarantee is void!! That's their word. Someone in an anonymous centre can make that call and so decide to charge for a repair! A new capacitor required, so they say. If that's the case, why didn't the one in the brand new watch work?! So, Citizen can't make a proper watch that works brand new; they can say whatever they want to void a guarantee and force you to pay them more for a repair. Disgusting. Buy a proper watch from a reputable brand.

Their Eco Drive watches are great. Accurate to 60 seconds a year and never need a battery replacement. I've bought about 5 over the years (1 x for me, the others as presents) and they've all been perfectly reliable. Just beware of buying online - if you can't adjust the bracelet to fit you'll have to pay to have it done. If you buy it in a shop, they'll do it for free.

The five year guarantee isn't worth the paper it wrote on, it says This guarantee applies only to defects arising from faulty material or workmanship, one marker had fallen of the face of the watch, H Samuel sent it back to Citizen saying good condition light scratch on the back, Citizen had the watch two month and wanted £75 to stick it back, I told them we're to go.

Ich war seit 27 Jahren ein Fan von Citizen Uhren. Meine erste Eco-Drive hatte ich in 1997 gekauft, zweite in 2010. Meiner Frau habe ich in der Zeit auch zwei Citizen Eco-Drives geschenkt.
In Mai 2024 habe ich Citizen Service in Deutschland nachgefragt ob ich alle Uhren zur Wartung zuschicken kann, angenommen wurde nur Herren Eco-Drive H610 (Baujahr 2010). Die restlichen kann ich wohl entsorgen.
Als die Uhr beim Service ankam wurden mir zwei Optionen angeboten: 1. Batterienwechsel, 2. Werktausch.
Ich habe mich für die zweite Option entscheiden. Die Wartung hat fast zwei Monate gedauert wo ich selbst regelmäßig nachfragen musste wie der Stand der Wartung ist. Zum Schluss schickte mir Citizen die Rechnung von der Option 1. Als ich nachgefragt hatte warum die Option 1, wurde laut Citizen innerhalb von zwei Tagen Option 2 umgesetzt.
Als ich endlich meine Uhr erhielt, hatte ich festgestellt, dass der Minutenzeiger ggü. Sekundenzeiger um 15 Sekunden versetzt ist und in der Mitte der Zifferblattglases innen drei Haare kleben. Bei der Servicequalität bringt das Reklamieren auch nichts mehr.
Aus meiner Sicht hat Citizen somit alle aufgearbeiteten Vorteile eliminiert.
Nie mehr Citizen!!!

Bought a citizen dive watch mainly for its big easy to read dial, as a wheelchair user it wasn't hard used,1 year and two days later it went wrong, I couldn't return it to the shop as I bought it on a cruise ship,so I sent it off to the UK Citizen repair depot on the 20th June, Communication with this company is not good ,unless you ask no updates are forthcoming, the latest, having asked today is that it was dispatched on the 5th but somehow it is on its way back to them to be dispatched again. This experience has not given me any faith in this company and if Eventually I do get my watch back will sell it and buy something else and I can assure you it will not be a Citizen

Ich habe seit einigen Jahren eine Quartz World Time Uhr, bei der die digitalen Anzeigen noch funktionieren, allerdings die Zeiger-Anzeige nicht mehr. Die Uhr wurde vom Händler zu CITIZEN geschickt. Nach Wochen kam die Uhr zurück mit der Aussage, es gibt keine Ersatzeile mehr. Auch meine direkte Nachfrage bei CITIZEN wurde lapidar beantwortet, - die Uhr sei so alt und nicht mehr zu reparieren. Alle meine zum Teil über 30 Jahre alten Uhren laufen noch einwandfrei, - mir fehlt jegliches Verständnis. Zur Not hätte ich ja noch akzeptiert, wenn man mir zum Sonderpreis eine neue Uhr im Austausch angeboten hätte, - aber Kulanz ist bei CITITZEN wohl ein Fremdwort. Daher mein Fazit: Nie wieder ein Produkt dieser "Weltfirma"

I never received my 795.00$ pro master geo trekker watch! If, it was shipped, I never received a text message, email, or notification, of its imminent and final arrival.
After, contacting UPS, they weren’t helpful at all! The automated system wouldn’t allow me to speak with an agent and abruptly ended the call! Please give me some type of resolution! It would be greatly appreciated!

Habe 2021 eine Eco Drive gekauft, für immerhin 400 €. Beim Auspacken ohne Funktion, da wurde das Werk auf Garantie getauscht. April 2024 erneut ohne Funktion! Bis zum Erhalt des Kostenvoranschlags hat es 4 Wochen gedauert, da habe ich erfahren dass das Werk erneut getauscht werden soll, diesmal auf meine Kosten, sollte 165 € zahlen.
Habe ich dankend abgelehnt! Nie mehr Citizen, absolut kein Verlass.

Probably the best customer service I have ever experienced. So happy with the way they helped. Jewellers I purchased my watch from were not helpful but the immediate response and following help I received can not be faulted. I will not hesitate to purchase a citizen watch again, but this time directly from them other than a retailer.

Hello everyone as you can read all the reviews this a unprofessional poor company I have bought watch from argos and it stopped working in couple of days connected to Citizen for warranty and they booked for reaping had to postage i posted my watch paid extra for insurance after one week they sent my watch in same condition they didn't even open the box I have tried to contact customer services several times no one answering Wow unbelievable

Worst company ever. Bought a $500 watch and in less than 3 years the most important button on the watch just fell off. Tried to get it fixed in my 5 year warranty and they refused to fix for free saying it was caused by wear and tear. Told me I should’ve read my terms and conditions. What a joke. Will never buy a citizen watch again. They used to be good quality not anymore. I now have a $500 paperweight.

Very surprised after being a a returning customer after having bought 5 or 6 watch over 30 years. Citizen UK refused /ignored to follow up a very simple complaint about setting a new 600 GBP watch . Ignored the request for a an instruction manual that was relevant to the watch and instead sent a useless generic one that bears no resemblace to the watches model . Citizen Managers in the UK ignored the request for help from within their Citizen own UK team . Got fobbed off with "our manager will contact you but is on holiday presently" only to receive no follow up after 3 weeks. A complete and utter shambolic mess. As for the stars rating if there was a zeo stars rating I would give it zero. They can have the watch back . Very, very poor customer service. They very clearly are not interested in returning customers once they have your money. Be warned !!!!!

update from Citizen Head of After Sales Steve Tougher.

"Dear Martin
Thank you for taking time to write your email.

Yes, I take full responsibility for our team and take it all on the chin. If you’d like to discuss each point further then please provide a convenient number and I will call to discuss.
Kind regards
Steve

All very good but every single valid point of criticism made he wasn't prepared to admit it in an email or even reply to my reply !!!!!!!!

I sent my Citizen Aqualand in for a new battery and service. I rang them initially and was told, despite the buttons no longer been available, that they should be able to do the work, as long as the watch is okay (the watch is near mint and has only been used with care).

Anyway they wouldn't entertain it in the end and sent it to my old address, despite me updating the online form and having a redirect in place. Surely someone on the planet can repair modern timepieces, otherwise why buy older watches? I get genuine parts may no longer be available, but you would have thought other parts would be available that could be used, especially as the warranty has long expired.

I definitely don't recommend the UK service centre. I hope I can retrieve my watch, that it has not been damaged unnecessarily, and that I can find someone that is competent, and doesn't give excuses. Rant over.

Citizen doesn't answer!!! I have an eco drive that is a dive computer. When it was time to change the battery, the watchmaker recommended by citizen sent me back the watch without the battery. I contacted the after-sales service on the citizen website. They didn't reply. I'm ashamed for citizen, which makes good products that die as soon as the battery stops working. The sun can't do everything. Marketing and making products with ecoresponsibility is shameful!!!

These cowboys had my watch for 32 days to get fixed, I heard absolutely nothing from them in that time, I proceeded to make contact myself with no help whatsoever, after heated arguments I was told the problem was a replacement watch battery which they need £40 to replace the battery, but here’s the funny thing about that as they wanted me to pay for a battery before they even diagnosed the problem, my take on the matter was they hadn’t attempted to fix anything so I demanded my watch to be returned, I buy many citizen watches for my collection and after this experience I won’t be buying any more, poor customer support,

Bought my wife a Citizen EcoDrive in September 2021. In January the winder came out whilst I was changing the time. Returned to Citizen, through the shop from which we purchased the watch, and Citizen say the fault is not covered by their 5 year guarantee and the shop could not persuade them otherwise.

I was gifted a Citizen Promaster watch 3yrs ago £170
The watch boasts 300m Dive but suffered condensation after just swimming & stopped working.
Returned to Citizen for repair and was quoted £111.
I couldn't see the sense in retaining such an unreliable watch given costs.
Citizen apologised & offered me 25% discount on my next Citizen watch??
Why would I waste money on another Citizen Watch??