citizenwatch.com Reviews
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Join 197+ users reviewing Citizen Watch Company. Read verified ratings and real customer experiences on citizenwatch.com before you order.
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1.5 / 5
Average user rating
197
Total reviews
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citizenwatch.com Reviews
Read real experiences from customers of citizenwatch.com.
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Max R
January 28, 2026
Six months at repair site, and still no watch
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.
John Adams
January 8, 2026
Citizen Service Slow & Expensive
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
JC
January 8, 2026
Nice looking products pity there is no customer service
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.
Client
December 18, 2025
A very bad experience with a "Citizen…
A very bad experience with a "Citizen Eco-Drive Solar Men's Watch - Sports Series - Model: AW5000-16L (152034)". Purchased in May. The watch's winder went away a few weeks later. The watch was sent to Citizen for investigations. Citizen, through the retailer, stated that the watch "must have been affected by an external factor" and therefore the warranty does not apply. This statement is correct! There was an external factor: I wore it on my wrist instead of leaving it on my desk. I tried a second time asking how the winder could be accidently removed without damaging the the rest. Same answer. Conclusion: To put it mildly, the quality of a Citizen watch is poor + The warranty is only valid if the watch does not malfunction. + If you want a Citizen solar watch, try another model and keep an eye on the winder
Simon
December 6, 2025
A waste of money
I bought a Citizen watch for £549.00, just under 4 months after purchase the watch was lost, probably due to a broken braclet or faulty clasp. Citizen have no interest in helping. I either have to accept the loss or pay A £350 excess on my home insurance to replace it.I will never buy a Citizen product again
Dale Westhoff
December 1, 2025
I have 4 citizen watches and 3 will not…
I have 4 citizen watches and 3 will not hold time correctly. I've sent one in to citizen for them to have it for 3mos. Saying it was fixed when they sent it back. Just bought my 4th 2 weeks ago and being told to send it in. I will never buy another watch from this subpar company. Their customer service and products are joke
johnny johnny
November 28, 2025
LiKE BARNUM AND BAiLEY DESiGNED THEiR PARTS ORDER DEPT
i needed replacement parts for a relatively new citizen watch and was pleased to find they stocked them. the problems started and never stopped when i ordered them...whoever handled the order kept making major errors, i had to redo the order several times over the phone before they were able to get it right...BUT when i went to pay on their link, the problems started all over again with the form not working, clearing my information off, and after forcing me to do numerous attempts to pay, said i'd used too many attempts and had to complete the order by phone, even tho citizen says they can't take phone payment. it's catch 22 and insane. it's as if Barnum and Bailey designed their customer service dept and website payment forms.
Ridha Kadhim
November 5, 2025
Disappointed with Citizen’s service and…
Disappointed with Citizen’s service and warranty support I sent my Limited Edition Citizen Eco-Drive Perpetual Chrono A-T (No. 1231/2500) for service under order SO00453501. I paid to ship the watch insured and included all required documentation. After their evaluation, Citizen quoted $110.16 for ultrasonic cleaning, strap replacement, and a basic time/date adjustment. The entire process was extremely slow. I shipped the watch in mid-September 2025, but I didn’t receive any acknowledgment until October 15. The estimate arrived October 28. Email replies took days sometimes more than a week with no meaningful updates.I escalated the case, provided proof of purchase, and requested a goodwill discount, especially since this is a numbered, limited-edition piece, but the supervisor still refused any adjustment. For a brand that markets itself as “premium,” this experience felt like zero loyalty recognition, no flexibility, and no real customer care. Even the strap a basic wearable part that naturally wears out was treated as a full-price charge, not as part of long-term product support. After this experience, I can’t recommend Citizen to anyone unless they improve their turnaround time, warranty coverage, and customer service response standards. A premium brand shouldn’t act like a budget repair center.
Basanta Shrestha
November 2, 2025
Don't Ever by Eco-drive citizen watch & make purchase at Paris Jwellery at Sunridge Mall in Calgary
I bought Eco-drive citizen watch costing me close to C$ 450 at Paris Jwellery at Sunridge Mall in Calgary, Alberta, Canada. When I Purchased it, shop changed the battery as it was a bit old so the replaced battery must last at least one year guranteed or even more up to 2-3 years. It was malfunctioned some reason within year or so during COVID time. I wasn't told what type of battery inside and when I visited my home country Nepal and tried to replace the battery, watch repaired shop open the watch but couldn't fix the problem and suggested me to get the battery replacement with the company itself. I brought it at the same shop and left it for the battery replacement from the Citizen Company sometimes around early Sept 2025 as fortunately it was still under warranty (5 years) and received a call after around 2 months from the shop on 1st of Nov saying that the watch has been opened (that I myself informed the shop too) by third party, so to replace gascket and its battery will cost me C$250, whether I agree to pay or not extra C$250. I told the shop that it is too much as I wasn't even told what type of battery inside (I assume just as an ordinary battery) and how long its warranty for; and I can buy another good reliable quality watch with that repair cost instead.Therefore, I never recommend to buy eco-drive citizen watch as well as any kind of purchase from Paris Jwellery at Sunridge Mall in Calgary, Alberta, Canada.
Hernán Rodríguez
September 26, 2025
Not the best
The website looks nice, and the watches that they displaced there look astonishing. I saw some reviews on the internet, but not here, just the reviews on YT and tik tok about them. They said the watches are great for the price, but when i received the watch i didn’t believe those words. I guess those videos were staged or just promoted by them, as the water proof watch was not fully water proof, like how is it possible. Even casio for $100 is water resistant right to 100m down, but their watched couldn’t hold it that much. They look good on my wrist tho, which is why i keep it.
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