“Got this watch for christmas. After only using it a few weeks I noticed that the minute hand was a bit lose and wiggled back and forth. Returned it to the store it was bought, and recieved another one. The exact same problem occured right away on that watch. I then contacted Daniel Wellington support. After several e-mails and a waiting time of over a month they decided to send me a new watch. This one has the exact same issue.
When being in contact with DW, it was impossible to get them to understand what was wrong. I would predict it's easier for me, as a Swede, to explain Japans electionsystem, in Arabic (a language I don't speak) to a French person, than to get DW to understand what's wrong with the watch.
It's a beautiful piece, but the fact that it's broken from the start, and that the support is horrible, leads to the one star rating. If it was possible to give zero, I would.”
Dear Marcus,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear about the recurring issue with the minute hand and the inconvenience you've faced—not only with the product but also with the support process.
We completely understand how frustrating and disappointing this must be, especially when it happens multiple times. This is certainly not the level of quality or service we aim to provide, and we deeply regret that you’ve had to go through this.
Your feedback is very important, and we will be passing it along to our quality control and customer service teams to help prevent this from happening again. In the meantime, if there's anything we can do to assist you further or if you'd like us to take another look at the issue, we would be more than happy to help. Please let us know the best way to make this right for you.
Again, we sincerely apologize for your experience and appreciate your patience and honesty.
“The watch itself was good, but the whole experience of how it was shipped was disappointing. It arrived in a thin, cheap bubble mailer that I was surprised that it even protected the watch. No wrapping, no thank you card, no customer unboxing experience at all. I’ve brought this watch as a 21st gift, I did expect spending over $200 that there would be better packaging, it honestly felt like it was a cheap, dropped shipped purchase. Which would stop me from buying from this brand again.”
