Customer reviews mentioning customer support
English keywords: support, customer service, customer care, response, respond, responded, reply, replied. Most recent experience first, regardless of rating.
Terrible customer service
Terrible customer service. Twice now I have lost a nose pad and tried to get it replaced. After a ton of emails they refuse to replace their own parts and won’t even sell you a replacement. That in itself is idiotic, but to make you jump through all these hoops by email (“send us pictures,” “explain what’s going on,” “send another picture”). Seriously just send me a replacement nose pad. Then after all that they are like “we don’t replace nose pads.” WTF just say that and don’t waste my time.
MVMT service is terrible
I received an MVMT Raptor Automatic watch as a gift about 5 years ago. I wanted a new band/strap because the original silicone strap is worn. I wrote MVMT and was told that MVMT didn't have a band/strap for my watch "in stock" and suggested I go to Macy's, Amazon, or a local jeweler for a strap/band. I looked at MVMT's website again and saw that MVMT still sells Raptor Automatics with different straps/bands and sells some straps/bands separately. I asked MVMT which of the replacement bands would fit my watch. MVMT replied that any bands/straps that would fit my watch are unavailable for individual purchase even though the straps/bands are sold along with the watch if one buys a brand new watch. And the coup de grace is that MVMT gave me a misleading size for my strap/band, which I measured as 22mm wide but having a lug width of only 15mm (MVMT just told me 24mm and did not note the difference in lug width and strap/band width). I don't know how MVMT stays in business.
Return label broken for weeks
Return label broken for weeks – no refund, no solution
I have been trying to return my order (#154071909) for several weeks now. The return label generated on MVMT's own website cannot be sent by email or printed – a technical bug that MVMT's own support team has acknowledged affects multiple customers.
Despite contacting support numerous times, I keep receiving the same generic response: "our team is working on it" and "we'll circle back once it becomes available." No label. No refund. No timeline.
MVMT's own policy states a refund should be processed within 10 business days of receiving the return. I cannot even send the return because THEIR system is broken. Yet the responsibility is placed entirely on me as the customer.
This appears to be a known, ongoing issue that the company is failing to resolve. I have now sent a formal demand letter citing EU consumer protection law (Directive 2011/83/EU) and will initiate a chargeback with my payment provider if this is not resolved within 5 business days.
If you are considering buying from MVMT: be aware that their return process is unreliable and their customer service does not resolve issues – they only delay them.
I had an absolutely terrible experience...
I had an absolutely terrible experience with this watch company. Everything about this process has been frustrating from start to finish. Their customer service is beyond awful—slow, unhelpful, and completely dismissive of legitimate concerns.
Their shipping policy is misleading at best. What they advertise is not what they actually deliver. I waited far longer than promised, and when I reached out for help, I got vague responses and zero accountability. Even when trying to resolve the issue, they refused to make it right in any meaningful way.
It honestly feels like once they have your money, they stop caring. Between the delays, lack of transparency, and poor communication, I would never order from them again.
Save yourself the headache and buy from a company that actually values its customers.
Awful company
Awful company. First they sent me a watch over Christmas that was not sent in time, the Watch did not work, I was told to take videos of me trying to wind or get the watch working, which did not work. Then they said they would send me a replacement watch head, Witch working with their customer. Service department is awful. Come to find out that they sent me an email five days later stating they can no longer do so but because the watch has been sold out. Absolutely awful company to work with based on customer service, products, and just overall big picture. I thought I was gonna love this company and it’s been nothing but a terrible experience.
Buy a Seiko
Buying from this company was a terrible idea. The watch stopped working after my dad wore it for a few weeks. By then the window to return had closed, so I sent it back for a replacement. The customer service reps told me they didn’t receive it a few weeks after I returned it. I bought my dad a Seiko, not wanting to deal with it anymore. Then, a month later I sent an email just to follow up and say that I don’t know how the watch could’ve gotten lost in the mail. They said they had received it...
TLDR: get a Seiko instead.
Helpful and Responsive Customer Service
I had an issue with my watch band after attempting to resize it and reached out to MVMT for help. While the situation was a bit frustrating at first, Lyka stepped in and completely turned the experience around. She was patient, understanding, and ultimately helped get a replacement band approved for me.
I really appreciate Lyka’s professionalism and willingness to make things right. Great customer service like this goes a long way — thank you!
One of the most disappointing purchases...
One of the most disappointing purchases I’ve made in years.
I bought two MVMT Classic II ceramic watches as an early Christmas gift for my father, expecting a premium product based on the price and branding. What I received instead was shockingly cheap and poorly designed.
To start, no tools were provided to adjust the band, which is inexcusable for a ceramic watch that requires careful resizing. After spending additional money on a proper link-removal kit, we attempted to resize the band—only for the ceramic links to literally shatter during normal, careful adjustment. Ceramic is supposed to be durable; this felt brittle and poorly manufactured.
Because of how fragile the material clearly is, we were afraid to even attempt resizing the second watch, making it effectively unusable out of the box.
To make matters worse, the clasp on the black watch will pop open with minimal movement—even something as simple as shaking water off your hand. A watch that can’t stay on your wrist is not just low quality, it’s unsafe and impractical.
Between the fragile construction, lack of included tools, broken clasp, and overall cheap feel, these watches are nowhere near the quality MVMT advertises. Despite all of this, customer service has refused to issue a refund.
Save your money. This is fashion branding wrapped around a poorly made product with even worse customer support.
Ordered a watch, didnt received package, customer service didn't really cooperate with the situation
EDIT: first I gave a 1 star because customer service didnt want to help with a missing package. After a lot of messages between MVMT and the parcel delivery company, MVMT finally send a replacement watch. The only downside was I couldnt pick the one I wanted anymore, because it was out of stock and I couldnt get my money back otherwise. Next to that I could only pick the same price range watch, even if I wanted to pay a little more for an other watch. That wasn't possible. So I got a watch, not the one I wanted, otherwise I would lose my money.
So thats why 2 stars now.
No Regrets Here!
Own several of these watches and haven’t had an issue with any of them. My one small criticism, and it’s small, is some of the bands run a little short. And I’ve had to get extenders or extra links. Other then that I’m totally satisfied, and wear them daily. Customer service is very responsive as well.