Citizen Watch Company Reviews 182

Sent a watch in for glass repair and faulty second hand finger, watch out of warranty. Paid over £10 postage, then waited 5 days before the portal sent the estimate of £121.00! been told it will take 30 working days i.e. 6 weeks to get it repaired! Contacted them to request expediting the repair, got a rude email back saying the clock starts from when the estimate is sent and the fee is paid up front - would be another 10 working days! Appalling repair turnaround times and bad practice to require payment before accepting repair! I will never buy from Citizen again!!

Date of experience: July 04, 2025

Bought a watch from them 2,5 years ago. Of course that it malfunctioned as now seeing reviews it seems like a common thing.
Warranty was supposed to be 3 years, they shipped it with 1 year Global and 2 year Extended warranty (how they call it, local warranty). But they are saying for a country I bought it only applies 1+1.
Seems like a bad quality product and bad customer service.
Best thing I did to save myself was to throw that garbage watch to the garbage.

Date of experience: May 15, 2025

Brought a Citizen Attesa watch and failed within a week. According to ChatGPT failure rate likely around 3% due to poor battery/capacitors as to the GPS variants are very demanding of them.

Should have learnt my lesson when my then very expensive of the Citizen Eco Drives heavily advertised as not ever needing to change a battery capacitor failed and Citizen walk away from them not providing replacements.

Yep, never need a battery just throw the watch away when the capacitor fails.

Basically Citizen very poor brand and looking at the star rating I am not alone in that opinion.

Date of experience: May 01, 2025

So if you need a watch strap either leather or metal or a repair do not think Citizen watch company is good. Having had a jewelry store for more than 50 years, I can tell you Citizen is not what they used to be. Their service is terrible and if you are unhappy because they send the wrong part even when it is their fault they want you to pay for shipping back. After waiting 3 months and still getting the wrong watchband twice, I gave up and will not deal with them every again. If you buy watches from them you have to deal with their service department and they stink! I take giving a poor review very seriously but I have to tell the truth here! Argued for 1 1/2 total they were unbelievable

Date of experience: April 28, 2025

Horrible! While the watches may be fine, customer service is not! I ordered a watch for my husband and I've been fighting with UPS and Citizen to get it. Both places are horrible with customer service. Zero support, zero help. My husband and I both have been lied to time and time again. I will never buy from them again after this experience. I have to wait for it to show back up before they will refund my money. Ridiculous that I have to go without 500.00 all because these two places can't get it together and be honest and do the custom right.

Date of experience: April 04, 2025

I bought a Citizen Promaster Fugu watch…

I bought a Citizen Promaster Fugu watch and it came without its accompanying scuba tank and box. Feeling as if Citizen support may help I wrote a short email to support and received a reply from a support staff called Poorni. She initially replied and asked for the model number of the watch. I sent her a model number of a watch which came with the scuba tank and its box and also a picture of the box and tank. She replied that that model number only comes with a standard box, and I should contact Shiels if I wanted a standard box. So I replied and said what difference does the model number matter I am asking if you can supply the tank and its box for which I have included a picture. If you do not want to supply or cannot then that is a different story. All I asked was if the box and scuba tank was available to buy separately not which model watch it went with. I have to say Citizen have the worst staff I have ever encountered and they either do not read the question or the whole email and then attempt to push you off to someone else. What harm would it do for this Poorni to check if you can purchase the tank and box separately, instead of dreaming up a complete farce of an answer.

After all they are support, I did not ask for the specific model of watch, only if the scuba tank case and box could be purchased separately.
Citizen have the worst, most unfriendly staff and this Poorni only goes to show how lacking Citizen are in their staff choosing process. This woman was just so rude and off putting, she does not do her job properly and plainly is too busy doing something else to answer support questions. Honestly I will never buy a Citizen watch again, staff are just so rude and unhelpful for a supposedly international watch company they a leave so much to be desired. I have never seen such a disorganized unhelpful company and I recommend if you are going to buy a watch you choose a more reputable company such as Seiko or even a shop owned brand, but you need to take care because Citizen probably make lots of cheap watches and rebrand them. I have 2 Citizen watches and after this I will be selling them as soon as possible. I simply detest this company and their staff. Also Poorni belies the meaning of her name LOVE and Happiness

Date of experience: 26 March 2025

Date of experience: April 11, 2025

The watch itself has served me well since I bought it ~2.5 years ago. However, I recently had an issue with it, so sent it in to be checked out. To cut a long story short, the service I received was appalling and I've since found it impossible to get any response from Citizen, despite several attempts. If the true quality of a brand is defined by how well it responds to issues reported by its customers, then Citizen clearly has no quality at all.

Date of experience: March 14, 2025

Purchased Citizen Eco Drive watch thinking that the high price was high quality, until the winding mechanism pulled out along with the shaft less than 2 years after purchase. The watch was under warranty so I took it to the jewellers I purchased it from and they sent it for repairs. The warranty was not honoured and they claimed it to be wear and tear caused by pulling the winder out and back in. Since this happened within less than 2 years and the only times the mechanism was pulled out and pushed back in was when the date needed to be changed, which was once every other month or so, as the time never needed adjusting. I firmly believe this was not a valid argument. The warranty in Australia isn't worth the ink used to print the warranty and is nothing more than a sales gimmick. My advice, never buy a Citizen watch.

Date of experience: January 14, 2025

Ordered a watch which was too small so returned. Once they received it they accused me of damaging the watch (impossible as I literally had it out the box for 2 minutes) and have refused to give me a full refund, offering just a partial refund for damage. Absolutely disgusting and by the looks of it have done this to others before as well.

I’ll be raising this with my bank and requesting a full refund. Do not buy from these fraudsters.

Date of experience: March 10, 2025

Replacement watch strap for a £200 watch only available online from Citizen £82.80. Smacks of unfair trading. Need to notify customers that the inevitable replacement costs xx or make sure cheaper high street alternatives are an option. Best check before you buy.

Date of experience: March 05, 2025

I have purchased the AT0361-06E during a flight with EasyJet, was having a good discount, in september 2024. I didn't wear it and decided to keep it for my father as Christmas gift. My father had this watch for 4 days, he was extremely happy, and then while travelling abroad without having noticed until very late the case of the watch (the glass screen) just fell. He was wearing the watch and the screen just fell, not being dropped or hit something... in the worst case scenario would get scratched or cracked but not as it had happened. I have a similar watch and the screen is very strong, not easy to break. after sending it to Citizen as the watch is being under warranty and was surprised when an estimate of £281 for repairs was sent, which is more than the original purchase. The reason being that a third party has opened the watch or had an impact which from my understanding is they have no idea what happened but just coming up with any reason to do not respect the warranty. It has been very frustrating especially knowing that was a gift and what they are stating is not true. Did any of you come up with such a situation and what was done further from your side?

Date of experience: January 28, 2025

Bought a watch from their website. The strap didn’t fit so repackaged the watch straight away and returned it. After a few days their so called customer service said I would only get a partial refund as I had scratched the watch. They even sent me pictures. This is a blatant lie. The watch went straight from the box on to my wrist and straight back in the box. This is an obvious scam as others have reported the same thing. Customer services were utterly useless and did nothing to resolve the situation. Just read all the appalling reviews before you think about buying from this worthless watch brand.

Date of experience: January 15, 2025

Piece of shit starting from customer service to quality. PVD coating is not fully applied on the bracelet, depending on market and this shitty brand company policies for special edition watch you will get either special box or paper one, and customer service doesn't care about discrimination.
Also they hold Frederique Constant and Alpina brands, so avoid those brand also.
From good and serious brand, they are just a junk watch brand. For them even cheap Casio or Lorus are masters od service and quality.

Date of experience: January 17, 2025

Absolute rubbish. I've got watches from grandparents that work still . My citizen watch lasted about 3 years .
They say it doesn't have a longlife span now I'm asking for it repairing before the warranty. I was bought it as a gift and don't have a recipt so what do I do as they said I need a recipt . This wasn't great anyway it worked on and off . The design isn't good . The fact it's eco is a joke as they don't last and needs throwing away how is that eco. I couldn't be anymore disappointed

Date of experience: January 10, 2025

I bought two Divemaster Pros in the last four years. Both stems failed. I sent both back. Citizen wanted to charge me the equivelent of a new watch to fix one of them. I asked them to do right by a custiomer who loves the watch. The answer was no.

Date of experience: January 03, 2025

Just had my 10 years old Citizen Red Arrows watch serviced and repaired.
We got off to a bumpy start where their pricing philosophy and messaging didn't reflect the scope in comparison to the other higher end manufacturers.
This was escalated to a senior manager who quickly resolved the issue. The watch was returned within two weeks looking as good as new.

Date of experience: December 12, 2024

Sent a watch to the service centre to rectify a problem under warranty
They replied saying the issue wasn’t covered as the watch had been opened (it hadn’t)
Their estimated was in excess of £150 saying the watch required a whole new case.
The estimate said various parts of the watch were scratched or dented - the watch was near immaculate
I feel the service centre just supply a crazy price with stupid quotes
I also requested a pin and collar for the bracelet- the said the watch didn’t come with a bracelet so couldn’t supply - ridiculous it’s sold everywhere even by them with a bracelet

Date of experience: December 04, 2024

Customer services non existent and impossible to contact. Poor service and if I had known would never have bought a Citizen watch.

Date of experience: November 22, 2024

I highly regret purchasing a citizen watch, as it has proven to be a poor investment. I bought Citizen Promaster Aqualand Eco-Drive Watch in 2023, and shortly after, the stem and crown detached from the watch. I sent it in for repairs, only to be informed that this issue was not covered by the warranty.

Here are the major problems I've faced with owning a Citizen watch:

Poor Quality of Parts: The overall quality of the parts used in this watch is subpar. The stem and crown, which are essential to the functionality of the watch, broke off far too easily, which speaks to the low-quality craftsmanship.

Limited Warranty Coverage: Despite being marketed with a 5-year warranty, the stem and crown are explicitly excluded from coverage. This is a major flaw in their warranty policy, especially given the importance of these components to the watch’s functionality. It's frustrating to see such crucial parts left out of the warranty.

Parts Availability Issues: After consulting with an experienced watch repair professional, I learned that replacement parts for Citizen watches, especially for critical components like the stem and crown, are not readily available. This severely complicates repairs and makes it harder to fix the watch without going through costly and time-consuming channels.

Lack of Access to Replacement Parts: Citizen seems to deliberately restrict access to replacement parts, leaving customers in a difficult situation when repairs are needed. This means you're often left with no choice but to either live with a broken watch or send it back to Citizen for expensive repairs.

In conclusion, my experience with Citizen has been incredibly disappointing. Between the limited warranty, poor quality of parts, and difficulty in obtaining replacements, this watch has been a frustrating purchase. Based on my experience, I would not recommend Citizen watches to anyone.

Date of experience: December 02, 2024

Feels cheap and breaks easily - shouldn’t cost £150 when they are so fragile

Date of experience: November 11, 2024