A customer service horror story
My first step into a more serious watch was getting a Citizen Promaster Dive at the recommendation of a friend. It treated me well for about 18 months, but then the movement stopped working.
I sent it in for warranty repair November of 2025, and received an update in January of 2026 letting me know that the movement had broken and to expect an update by March 2026.
That was the last I heard from them for months. Multiple emails asking for updates that went unanswered, a good handful of phone calls to customer service that did provide any answers.
Finally, around the end of June 2026, I finally received a response, letting me know that they shipped my watch back to me. The provided tracking showed that my watch was sent to someone in California, the opposite side of the US of me. After I responded with this problem, Citizen told me that they did not know the current whereabouts of my watch.
A few more weeks of unanswered emails later, I finally got a response in August 2026. They gave me the option to either have my watch repaired or get a new one of equal or lesser value.
By this point, I’m feeling like I’m owed a new watch, so I selected that option. I responded, telling Citizen what watch I wanted, and that was the last I have heard from them.
This has been the worst customer service experience I have ever even heard of, let alone experienced. I cannot in recommend that anyone ever purchase a Citizen watch. If you ever have to have it fixed, they’ll ghost you faster than that girl you tried to talk to.