citizenwatch.com Reviews
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Join 204+ 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
204
Total reviews
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citizenwatch.com Reviews
Read real experiences from customers of citizenwatch.com.
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Imran S
March 13, 2026
Disappointed With Citizen Warranty Support
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.
Mr. Davidoff
March 11, 2026
The watch is 0% charge, won’t power on. Citizen violates consumer rights for a warranty
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.
Aidan Lewis
March 6, 2026
Eco drive watch died after two months
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.
Chris Farmer
March 4, 2026
I purchased a watch from the website
I purchased a watch from the website. It arrived dirty and I assume from them removing a link before packaging using unclean hands. Whomever did it also got the plastic buckle cover all tied up in the pins they removed so I essentially had to remove pins to get the plastic off. OVerall just seemed very careless. Not a great first impression whatsoever. I messaged them about this and received no reply. I would guess by their complete lack of interaction on Trustpilot, they simply don't care. I will look elsewhere for future watch purchases.
NT
February 11, 2026
2 Years no service done
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
Ben
February 11, 2026
Bought a watch loop from them ...
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.
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
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