Complaints

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Tag Heuer Connected E3 Titanium watch in December of 2020. The watch had a 2 year (24 months) warranty. I have been normally wearing it since then but a couple of months ago, the watch started crashing and restarting itself continuously. I contacted Tag customer care and they asked me to send it for repair. The customer service personnel contacted me a couple of weeks ago telling me that the watch cannot be repaired and offering a different watch at 50% of the original price providing me a couple of newer models that I could choose; none of them included the new model of the watch I sent. The issue is that a $2,600 dollars watch from one of the best watch companies in the world cannot last for less than 30 months. I toll customer service about this and that how can I rely on a watch from which I will have to pay $1,000 dollars every 2 years. This is not how this works for a luxury brand like Tag Heuer. Then I asked to talk to a supervisor which hasn't returned any of my calls. How can be possible that a $2,600 dollars watch from one of the best watch companies in the world last for less than 30 months? It is such a COINCIDENCE to see that a very expensive watch starts malfunctioning a few months after the warranty expires. I'm not satisfied with the resolution they are proposing. Why do I have to pay again? What is the assurance that the next one will not die again a few months after the warranty expires? I would like the watch to be replaced at no cost with more options to select from, including the newer model of the watch I sent. Even Fossil has treated me better than Tag Heuer (one time Fossil couldn't repair my watch and gave me the value of the new watch model in a company card to go and buy a new one at any store). For additional details, please refer to Tag Heuer service ticket number ********. Thank you.

  Business response

  06/13/2023

  Dear Customer,

  We are in receipt of your concerns and sincerely apologize for your experience.  After reviewing the details of the service history we do show a resolution has been proposed and accepted.  

  We remain available for any questions, please contact our ************* team at **************.  

  Best regards,

  ********************

   

  Customer response

  06/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but I haven't received any communication about the proposal Tag Heuer made over the phone nor I haven't received the new watch. Therefore, I would like to keep the case open until I receive the new watch.
  
  Regards,
  
  **********************************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new Tag Heuer Aquaracer quartz 40mm serial ************** from Tag Heuer ******************, ******** on 02 May, 2023, and I love the watch design and everything. After 6 days of purchase. I realize the quartz watch is inaccurate showing time based on the initials set up. Possibly defect detected, so I went online to check other quora or reddit about TAG heuer customers and yes some people had the same issue. I went back to **** to ask for best way of resolving it, it is my 6th day purchase and they refuse to refund the defect watch ( when I purchase the watch they are sales person based on commission for selling me , and I suspect they refuse my return because they don't want to lose the sales target ) so no choice they have to send back to TAG heuer service center and sales person said it will take 6-7 weeks. They refuse to exchange a brand new same model just to replace the possibly defect one, they reject refund, the only way is to send to service center. I am frustrated because after spending couple thousand dollar on brand new luxury watch now I have to send it back and wit 2 months, and this is the after purchase treatment from **** *********************** they just care about selling you and don't care about your feeling after purchase because they probably has been hit their sales target, the attitude is different before and after purchase, especially your watch have issue. They sold me their display shelf watch which has been worn by hundred people daily now there is possible defect, they refuse refund and refuse to exchange a new watch. Now has been 14 days since I purchase it, the watch haven't even appear in Tag website service to track the repair progress. The only helpful staff is ****** from customer service told me to be patient and wit for the watch to reach the factory.TAG heuer **** store in ************* is horrible, I would not buy any tag heuer anymore in the future, this is how they treat you after spending 2K++.

  Business response

  05/19/2023

  Dear Customer, 

  We are sorry to hear your new timepiece is experiencing an issue.  Your watch (WBP1110, serial #******** has arrived at our facility for evaluation.  Once completed a **************** Representative will contact you to discuss the resolution.  

  Best regards,

  ********

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 20th I purchased a Tag Heuer ****************** 1 Chronograph watch, and shortly after receiving it, I notice it was inaccurate by 2 hours everyday. I call Tag Heuer customer service and open up a case to get it serviced under warranty. They verify the authenticity of the watchs serial number and warranty card, and send me a prepaid shipping label. I wanted to ensure the watch would arrive safely so I mailed it in the travel case that it came with. They confirm receipt of the watch via email and start the repair process. A couple weeks pass by and the call to inform the watch is repaired and will be sent overnight. I receive it but not the travel case that I sent it in. I call Tag customer service and they say theyll look for the case and call me back. A day later I get a call saying they couldnt find it anywhere. I request a supervisor contact me, and a ************* calls me the next day, stating much of the same. He says they looked and couldnt find it, and they are not responsible for anything but the watch. This case is part of a limited edition release, so Tag Heuer are the only ones that can provide this case. I emailed ************* the next day asking for his supervisors contact information. No reply is received for days, until I get a phone call from ************* informing me that they still have new inventory available for this limited edition Mario **** release, and asking if I was interested in buying one. I remind him that I already purchased one, and asked why doesnt he take a travel case out of his current inventory, which he just stated was available for sale, and replace my travel case that his team had lost. He then changed the narrative to say the available inventory is also missing the travel case. Tag Heuer is selling a $4300 limited release watch without the case? That is unacceptable and seems like a dishonest response from someone who mistakingly divulged information proving they can replace the exact travel case they lost.

  Business response

  12/20/2022

  Dear Customer,

  
  We thank you for reaching out and advising of your experience.  TAG Heuer will be contacting you directly to provide a resolution.  

   

  Best regards,

  *********************************

  Customer response

  12/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 3k watch from tag 3 years ago. Since then the band has broke twice. The first time they literally charged me ************************************************************************************************** a 3k watch that keeps breaking. Since the band has broken again and of course it another charge to fix it. For a 3k watch two breaks in under 3 years is not acceptable and continuing to charge to fix it feels like a huge scam

  Business response

  08/15/2022

  Dear **************,

   

  We are in receipt of your complaint and apologize for your concerns.  We have reached out to you directly to obtain necessary information required to review the service history.  Kindly reply to our email and we will propose a prompt resolution.

   

  Best regards,

  ********

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a TAG Carrera 02 in December 2021. After wearing it for a couple of months, I realized that its Timekeeping and ************* were very poor. It would lose as much as two minutes per day and the reserve was less than 30 hours. I contacted customer service and after a couple of condescending e-mails (ie Did you fully wind and wear the watch?), I sent the watch for Service via my Retailer on April 8. It was returned on June 10th. The invoice says a Maintenance II Service was performed. I gave the watch a month of use and it still loses 15 seconds per day which is out of advertised specs. I e-mailed **************** and got another condescending reply. I decided to try to call, but after 30 minutes of hold time, I gave up. I would like to discuss this watch with someone from TAG. It is a 60 mile round trip to my Dealer and I do not believe I should bear the burden of shipping to TAG at my expense for a second fix. This was an expensive watch and I expect better.

  Business response

  07/29/2022

  Dear *********************,
  
  We are in receipt of your complaint and sincerely apologize for your concerns.  

  We will have a ************* Specialist reach out to you today to provide the next steps for resolution.  

  Best regards,

  *********************************

  Customer response

  07/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was contacted by the company and have sent the watch in for additional service. I will reopen the case if the watch is not functioning properly when returned.
  
  Regards,
  
  *********************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Tag Heuer Formula 1 watch from the Tag Heuer ************* Boutique on January 15,2022. The price paid for the watch inclusive of taxes is $3621.00. The name of the person who sold me the watch is *********************************. Several weeks later, I noticed the watch had stopped working. I was told the reserve power of the watch is 42 hours so it should be able to hold a charge for that long. Over 42 hours, the watch would stop. This watch is a mechanical movement watch and not a quartz watch which requires a battery. Over a period of several weeks, the watch would stop and it did not hold a charge for 42 hours. I went back to store to speak to ***********************, the store manager. She said the watch should have movement all the time so she said I should buy a watch winder. I was never told of this by the original salesman. Anyway, I purchased a watch winder to place the watch when it is not on my wrist. On many occasions, the watch stopped working while it was in the watch winder. I took the watch back to the store and explained my situation to the manager. She said she will send it to the repair facility. I dropped off the watch on April 22, 2022. By the time it reached the service facility in **********, it was *** 18,2022. I received an email on June 13, 2022, the watch has been repaired and it will be shipped to my home by June 20,2022. I received the watch and receipt stating the watch was taken apart, cleaned and repaired. When the watch arrived, it was not working which is understandable since it took a week for it to ship. So following instructions on how to wind the watch properly, I started wearing the watch and in the evenings, put it in the watch winder. The watch stopped working again while in the watch winder. This has occurred three times since I received the watch. As of now, I am very upset and its pointless to keep sending the watch back since it takes months to get it back. It has been nothing but issues since this watch was purchased.

  Business response

  07/11/2022

  Dear ***********************,

  We are in receipt of your post and sincerely apologize for your concerns.  We have contacted you directly to request an additional evaluation and to provide you q prompt resolution.

   

  Best regards,

  *********************************

  Customer response

  07/11/2022

  
  Complaint: 17548432
  
  I am rejecting this response because:

  Tag Heuer service had the watch for nearly 2 months and they supposedly repaired everything and sent it back to me on June 20. Why would I want to send the watch back? I was already without a watch for 2 months. Obviously there is something wrong with the watch. All the details and repair records were submitted during my initial complaint.
  
  
  Regards,
  
  ***********************

  Business response

  07/14/2022

  Dear ***********************,

  We thank you for submitting the timepiece back for evaluation.  As expressed, TAG Heuer will expedite the evaluation and provide you a prompt resolution.  

  We remain available for any questions.

   

  Best regards,
  *********************************

  Customer response

  07/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory provided Tag Heuer gives a prompt and favorable one that I could agree with. Otherwise, I will re open this case or file a new complaint.  
  
  Regards,
  
  ***********************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I mailed in my watch to Tag Heuer for repair and it arrived at their facility on April 1, 2022. They did not even check in the watch until almost a month later. They then noted it would take 2 months (June 27th) to repair the ******* and do some other basic service work. It is now June 30th and the watch hasn't even had service start yet per their website and nobody reached out to me regarding what was going on with my watch. There has been zero communication from Tag regarding what is going on with my watch and I have tried to talk to someone on the phone (it just hangs up when on hold), ******* (only a response asking my information), and on the service website (after 6 days of waiting they finally responded in one sentence that it wont be done until July, no details, no explanation, nothing). I am fed up with their "service" that I already paid them to complete. At this point, I'm worried they lost my watch and don't know what is going on. How is it that a luxury brand watch company takes 4 months (if it really does take until the end of July) to do basic watch repairs and provides ZERO communication? I need to speak with someone there so they can explain how they have screwed up and whether or not they still have my watch.

  Business response

  07/11/2022

  Dear ****************,

   

  We thank you for reaching out.  This issue has been resolved with you directly.  If you have any questions, please let us know.

  The package is due for delivery today.  

   

  Best regards,

  ******** Domenico 

  Customer response

  07/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 27, 2021 I sent Tag Heuer USA two time pieces to get authenticated and serviced. The timepieces were both in the same small flat rate priority **** shipping box. Included with the timepieces were two warranty cards and two service repair forms. On August 10, 2021 I received an email from Tag Heuer saying that they received only one of my timepieces. I contacted Tag Heuer several times and everyone I spoke to assured me that they only received one timepiece. I bought insurance with **** for the exact amount I paid for both watches and had to open up a claim with them to try and get my money back. **** did an investigation and said they delivered the package to Tag Heuer with no damages. This means Tag Heuer either stole my watch, which I doubt, or lost my watch. I've tried for months asking them where my watch was but they started ignoring me. Also, the only reason I sent the watches were to get authenticated and to this day I have no verification of authentication. I paid over 200 dollars for them to completely ignore the entire reason for me sending the watches in the first place. I was completely surprised that a company of this caliber would treat me this way and just ignore me. I have proof of everything I am saying which I will attach. I'm sure Tag Heuer will continue to deny everything and not fix my issue but I at least wanted to write this complaint so somebody else doesn't get scammed out of thousands like I did. I'm just happy that I didn't send them a family heirloom that would be irreplaceable.

  Business response

  05/26/2022

  Dear ********************,  
  We are in receipt of your post and apologize for your concerns.  As indicated on August 12, 2021, TAG Heuer received one timepiece and the accompanying paperwork related to that timepiece.  We can confirm no damage to the original package.  Additionally, no other timepiece/s  or paperwork were received in that package under **** tracking number 9506111441521208226569. 
  Regarding WAY201F, serial # *******, the authentication was completed and an invoice returned to you with the timepiece indicating the ********************** was performed.  This invoice is the confirmation that the timepiece is authentic. 

  We will reach out to you directly to have you send the supporting information you received from **** for further review. 

  Best regards,

  *********************************

  Customer response

  05/26/2022

  
  Complaint: 17257738
  
  I am rejecting this response because:
  
  I have already sent everything that I have to Tag Heuer. The problem is that I don't have a video of me putting two watches in the box and going to ***** I tried to see if they weighed the box so I could show you that the weight equaled that of two watches but they don't weigh flat rate boxes. So I can't ever 100% prove that I sent you two watches. **** also never recorded the contents of the box, I think they asked me and I said "Jewelry". And I was never told if the watch that you did receive was authentic or not. Someone emailed me and told me that I would get an email from the service department about the authenticity but it never came. I know that I sent you two watches. These are the very first luxury watches that I have ever purchased and I had always wanted Tag Heuer since I was a little kid. It just hurts that I lost so much money on an honest mistake from one of your employees. They probably opened the package, saw the first watch, and then threw the box away thinking they had already gotten all of the contents out. I wrapped them both in a lot of shipping material so it might have just looked like more bubble wrap but there was a watch in there. 

  I completely understand your point of view too. I could just be someone trying to get a free watch or money and steal from you. I'm sure you get many of those people. So I'm not even really angry but more sad. For most of my life I've had to save every ***** and invest it. I would never buy luxury goods. When I finally purchased something beautiful for myself it was lost. So it just hurts. It also taught me a ****** to make sure and have documented proof of contents. 

  
  *************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased 3 of these watches returning each 1. I kept the last watch for about 3 weeks. After 2 weeks the watch on full charge does not last the day. A few days later the rubber on the crown came off. I called Tag and asked to be sent a rubber piece. Tag said they cannot do that. I had to send the watch to above location. No return package provided. I was advised not to send original box as it may not be returned? Really Tag? I sent the watch in and was called and emailed that my watch was in and further personal information was needed. I.E. email address, mailing address. All was provided in the past, in the box, in the return phone calls etc. Keep in mind hold times are very long. A week goes by and I get the same call stating information is needed. I respond by email to be told watch has not been received. Then it was received but not entered into their system. Todays call I was told a supervisor would call me. I asked if that is normal protocol to get watch repaired? She stated she did not know what was going on. I have not been called. I do not know what is happening with the watch. Do not BUY a Tag. I sent the watch in with the blue protective sticker still on the watch. Lets see how it is returned. I do not want the watch anymore. Tag charges Swiss watch prices only to look on the back and it says made in *****. How does that work? Its an overpriced smartwatch that does not function properly. Its flawed and will lose battery life and value. I feel duped. Watch was still within 30 day period and it had to be sent back already. Please keep the watch. A full refund/ return or a beneficial discount to keep the watch desired.

  Business response

  05/27/2022

  Dear ************************,

   

  We are in receipt of your concerns and sincerely apologize for your experience.  We have had a supervisor reach out to you to update you on the proposed resolution.  

  If you have any additional concerns or questions, you may contact me at *************************************.

  Best regards,

  *********************************

  Customer response

  06/01/2022

  
  Complaint: 17254270
  
  I am rejecting this response because:
  
  I have not had any proposed resolutions. I made the complaint after speaking to that person.   
  
  Regards,
  
  ***********************************

  Business response

  06/02/2022

  Dear ************************,

  We did leave you a voicemail message on Friday, May 27th and again today.  Kindly contact us at your earliest convenience.

   

  Best regards,

  *********************************

  Customer response

  06/07/2022

  
  Complaint: 17254270
  
  I am rejecting this response because:
  I have tried to respond and cannot get in touch with anyone. I do not have the luxury of leaving a message.  
  
  
  Regards,
  
  ***********************************

  Business response

  06/08/2022

  Dear **************************************************,

   

  We thank you for your reply and apologize for your continued concerns.  TAG Heuer replaced the watch module as you requested.  It was delivered to you on June 3rd. 

  https://www.fedex.com/fedextrack/?trknbr=571958317294&trkqual=2459733000~571958317294~FX

  Is there a new issue with the replacement?

  You are welcome to contact me directly at ************************************** or ********************, to discuss further.  

   

  Best regards,

  *********************************
  

  Customer response

  06/08/2022

  
  Complaint: 17254270
  
  I am rejecting this response because:
  I asked for a refund?   I dont want any product that has to be returned within a month.  The watch was replaced by your technicians. The battery life was terrible on my watch but your technician said there was nothing wrong with it.  The watch was held for a very long time.  There was a lack of communication or miscommunication throughout this ordeal.  I was asked to confirm the same information more than 5 times.  Id finally get through and no one knew what I was talking about.  Its not easy to get through to Tag. This is not on me.  The product and service is lacking.  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I set Tag Heuer my watch for servicing and it was delivered to them on April 29th. I have made several attempts to get a status update on the service and can not get a hold of tag heuer. On their website, the claim that they are still waiting for the watch to be serviced. If they cant find the watch, I would like the watch to be replaced.

  Business response

  05/23/2022

  Dear Customer,

  We are in receipt of your concerns and apologize for any delays.  Your timepiece was received and an email sent on May 11th to confirm (AFS-22-015300).  It is awaiting evaluation which will be completed today.  

  We remain available for any questions.  You may contact us at ************** or via email at *************************************.  

   

  Best regards,

  ******** Domenico 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩