IWC Schaffhausen Reviews 24

If I could give no stars I would!
Terrible customer service. No communication from them . I would expect much better service. Don't waste your money and time purchasing anything from here !!!

My fiancee treated me to a second IWC watch when shopping at Selfridges, Oxford Street, London. The assistant was very helpful and we purchased the Mercedes F1 watch, plus a strap and a new strap for my Portofino. As we all know both the watches and straps are expensive.
Now comes the poor customer service, having paid upfront for the second strap for my Portofino it still has not arrived.
IWC I find it absolutely incredulous for a company that prides itself on the quality of their products you do not pride yourself on duty of care and professionalism to your customers.
WHERE IS MY STRAP, this has tainted my experience of IWC and my fiancee is now of the mindset that future presents will not be from your company.
Please reply and provide an update as what corrective measures you are going to take.

Recently, I purchased my first IWC timepiece at LvLuxury in Vegas. I excitedly purchased the 42mm Black Ceramic and loved it being a Genta fan. I was very excited (past tense) to purchase more.

I went on to their website and I was able to purchase the IW328908 Ingenieur Automatic 40 Limited to 1000 pieces. I paid it right then and got corfirmation ORDER NUMBER 12417753 ORDER DATE 2025-07-04 IW328908 - Ingenieur Automatic from IWC's website.

Few days after, IWC cancelled my order! I know it was a novelty item but IWC also have few other Novelty items for sale online like the IW324903 Ingenieur Automatic 35.

After this incident, do you think I would buy more IWC pieces? This was soo upsetting after I purchased Black ceramic and ordered & PAID for the IW328908! I would not buy another IWC and I might as well return my recent purchase at an Authorized Dealer in Vegas!

Bad business IWC! I would have purchased at least 3 more pieces that I would have loved to added to my collection that included 3 Patek, 4 Vacheron, 3 Rolexes, Cartier, Omega etc etc.. to name a few in my collection.

This act is not acceptable from any company unless you want to lose customers which you did lose a future customer.

Very upsetting and very dissatisfied. I will write feedback and reviews on my HONEST experience.

Watch was bought new, then after 6 months the bolts/screws that hold the bezel on fell off! Having a 3 yr warranty I thought this would surely be covered. Had to pay $$$s just to have them look at it. Then they told me I needed to pay again for them to repair it! I protested and asked about the 3 yr warranty? No reply. Asked again...no reply! Then after months had passed they said I had to pay them for the repair, OR pay them to send it back! OR they would destroy the watch...utter bandits and thieves. Paid, got the watch back un-repaired and never bought another IWC watch again!

Same as other reviews. Watch stopped working after one year.Sent back for repair on warranty. Before sending for repair replaced band. Nothing was covered under warranty. Watch was listed as damaged due to small scratch on crystal - I do wear the watch everyday btw so not unexpected but not the cause of the mechanism not working anymore. And, the band was listed as having normal wear- brand new remember. Repair took six months and again nothing covered under warranty. What a sham!!!! Poor quality time piece and a joke to say there is a warranty. Customer service non- existent. Total joke for what is marketed as a high end watch.

First of all the old watches are impeccable. Mine was trouble free for 25 years. But it finally stopped and I sent it off to IWC repairs in Texas. They charged me $800 and the watch as never been the same since. It stopped again a year later ( I wear it once a week) and I sent it in the 2nd time and they pretended all it needed was a battery. ( Two repair places said the watch was not working and they could not fix it). So they are incapable of actually restoring a watch to its previous quality and lie about the fact they can't really fix it to last. By only putting "battery replacement" on the Invoice means there is no warranty on whatever they did do. (Is my take on this whole fiasco).

Don’t allow anyone else to service their watches, yet seemingly incapable of serving their watches themselves despite charging a very fat fee. Over the last 2 years my watch has spent more time with them than with me and still not fixed.

The current management is a disgrace and not worthy of the legacy of fine watches they’ve built in the past.

With regret don’t go anywhere near them

Horrendous service and product quality. Never buy from IWC!

I have owned an IWC Ingenieur IW322503 since 2014. After six months the crown fell off the watch, and to my amazement I found this is simply glued on!

The watch was returned to Selfridges and subsequently repaired, however, in September last year the crown fell off again. I immediately took the watch back to IWC in Bond Street, who were apparently aware of the issue with this particular model, and agreed to send the watch for repair.

A month later, to my astonishment, I receive an invoice for £1,330 to repair not only the crown, but the oscillating weight, which has apparently been damaged due to moisture. Bearing in mind this watch has only been worn a handful of times, is in pristine condition, and never been near water, I was obviously amazed to hear this feedback, especially since the watch was in perfect working order when I handed it to IWC.

I instantly replied querying what has caused this issue to be told, after a few weeks of back and forth, that the watch is not water resistant due to an ineffective seal and moisture has got inside through the damaged crown.

Despite confirming that the crown has been a factor in the damage of the watch, IWC ignored my concerns with the quality of their product and instead continue try and pass this cost to me. They even brushed passed the fact that they have acknowledged this issue. Instead referring to meaningless jargon to try and deter their customer. To me, given IWC are aware of the issue with the crown, and have highlighted this in writing, the liability for repair obviously lies with them.

Fed up with getting nowhere, I asked IWC to simply repair the damaged crown and return the watch to me. Given the crown is just stuck on you wouldn't expect this to be an issue. However, IWC are holding me to ransom. They advised that due to the moisture damage to the rotor (a new issue), the complete service is mandatory, the crown can not be changed on its own. To me this is complete rubbish! They just want money for nothing and are trying to find every way possible to get something.

I have dealt with a number of watch manufacturers over the years including Rolex, Patek and AP and I have never experienced service like this. Yes, my watch is outside of warranty, however clearly IWC are aware that the build quality of this particular watch is not up to standard. Every third party I have referred this issue to (all working in the industry) agree that the liability lies with IWC. They all state that IWC are trying to get round the fact that it is their fault.

When paying c.£8,400 for a watch you would expect water resistant seals, as well as other parts of the watch to last, especially if the watch is kept in excellent condition, and in a safe place. I have a Casio watch from 30 years ago which still works and remains water resistant for Christ sake !

Their latest email talks about the fact that apparently moving in short periods of time between hot and cold environments (like aircon) can cause the gasket to expand and contract. They also refer to their website which states that if you swim or wash with your watch that you should check water resistance regularly. Whilst my own watch has never been worn in such a manner, why would a manufacturer make a watch that, in my mind, isn't sufficient for purpose. Ridiculous!

I will continue to push back until IWC accept the fact that the build quality of their watch is insufficient, and the fault indeed lies with them. Never will I buy another IWC watch, and I will ensure that my experience to date is passed on via various channels so that other investors are made aware.

It also surprised me that IWC do not seem to have a complaints department. I wonder why.....

IWC are the most unprofessional and unhelpful watch company I have dealt with to date, and have basically conned me out of money with a substandard product.

If anyone has endured an experience like me with IWC I encourage them to voice their concerns.

Thankyou kerry.
All i can say is excellent service.
The watch has been pristine. All involved including kerry were first class
Many thanks. Iwc in. Rolex out

SIMPLY AWESOME

Greatly informed and advised me regarding my timepiece.
Trustworthy.

Just saw the offering of a traineeship, wasn't interested but the title made me laugh "sales assistant traineeship". It's highly underpaid (700€/month) with 40h per week.
I just know they don't care about their people.

Wanted to get an replacement strap for my IWC, but it's apparently impossible to order this from their website. I have a profile, have registred my watch, my address etc., but having tried to make an order 5 times now, I've given up.
Tried to use the contact form, but 4 weeks later I'm still waiting for feedback from "customer support". Tried to contact them via Facebook, but that was also a dead-end with a "bot". I'm not impressed with this lack of after sales service or support, from what supposedly should be a premium brand. The second star is given because I'm happy with my watch.

Avoid this manufacture. Watch strap pin fell off on a 4 month old watch.
I have been trying for three months now to get it fixed under warranty, still waiting.
Pathetic customer service, obviously!
I’ve owned numerous Rolex’s over the last 35 years, with no issues at all.
If you want a quality watch and back up service buy a Rolex !

I was looking for a sports watch three year ago and decided to go for the IWC aquatimer, basically because of the cool look of the watch. But I really regret this, the aquatimer has a so called “quick release system” and this construction is so badly engineered that it releases it self with internal or external pressure. I have dropped my watch two times because of this, one time when I got a soft kick on my wrist from my 7 year old boy and another time when I was just closing my car door. The two incidents cost me 1500€ in services as the buff from hitting the ground made the stones of the dial to fall off.

To avoid this from happening again IWC recommended me to buy a new strap, as I did from the online store. When the strap finally arrived I realised that IWC have messed it up the order and shipped me the two parts in different sizes, one part in XS and the other in M... I tried to explain this to IWC service but they only send an impersonal generic mail back without any excuse of the order they messed up. For me to get my money back or the correct part I ordered I had to first call IWC and then go through a time consuming return process. The experience with the IWC concierge service has been horrible and you would expect more from a so called premium product. I can not recommend IWC to anyone and I would definitely not buy an IWC watch again.

I have two very nice vintage IWC watches. I had both recently overhauled by IWC, one sent to Switzerland (as it’s pre-1960) and the other in London. Total cost was in excess of £2500 for both watches, but my logic was that the manufacture’s 12 guarantee was worth having. I had to wait 3 months for each watch, but with COVID, kind of expected.

Unfortunately the watch serviced in London developed a fault. Watch sent back to IWC, who are happy to repair but with a cost of £590 vat!

If you want shoddy late service and a worthless guarantee, please deal with IWC, otherwise try a local dealer

Absolutely shocking, wouldn’t go near IWC or any of their other brands which includes Cartier. Such a shame as the quality of the watches they’ve made deserves so much better

After returning a watch via online purchase, I have been waiting for the refund for 1 month. An absolutely unorganized store, processing poor. Telephone support friendly but complicated to achieve something. For me it is clear that I can no longer buy or recommend IWC.

IWC Service,

I have handed my watch in for repair/service in South Africa on the 9th of January.

I had to follow up for a quotation with the local agent, and finally received the quote on the 30th of January.

Since then I have tried to contact them for a service update, but until now not been succesful...

I also contacted IWC in Schweiz, but again no reply or support from them...

It is amazing that you invest Euro 8,000 in a watch and that they don't understand that the service needs to follow the so called quality of the watch...

So, I can not recommend that you buy IWC do to the "global" aftersales service.

Carsten Hovgaard