Lilienthal Berlin Reviews 

There are two parts of my experience: watches & customer service.

Watches itself (Meteor II, lately rebranded to Stellar Blue) are really nice, works well and there isn't any technical issue with them — I'm fully satisfied with them. That's the reason why it is ar least to 2/5.

Unfortunately, I scratched the beautiful blue case and asked customer service about possibility of buying new case or manufacturer's replacing. The reply come in few minutes (well, that was quick): in German, without any try to find a way how to help me and an arrogant note about the warranty does not cover scratches (obviously, it was my fail, not the fail of their product). Tried to continue with communication, but there were only radio silence from the other side.

Well, nice design watches, but poor customer experience in case of anything than buying the product. I recommend to stick to brands with better support.

This company sells really good quality watches and straps. I have purchased several times and got excellent customer service.

I purchased a solar watch. It failed to keep time correctly even though used as directed. Problems happen but the service in both trying to return the watch for repair was cumbersome. They have had the watch now for coming up to three months with no contact from them other than to say it had arrived with them.

I made 3 email enquiries and each time I received a reply within 24 hours. Also, I received my order the day after ordering. On top of this I have a great new watch!

Without doubt the worst customer service experience I have had in a long time.

I returned a watch for repair several months ago and have had to chase for updates at every single stage of the process.

First, I heard nothing until I contacted them. I was then told the repair would begin. After more silence and further chasing, I was informed that the watch was no longer in production and that I would need to choose a replacement.

I selected a replacement. Nothing.

After chasing again, I was told that replacement was out of stock.

I selected another replacement. Again, nothing.

After yet more chasing, I was then informed that my original watch had still not been repaired.

Months later, I am still without a watch and still without a clear answer as to what is happening. The latest update is effectively that the watch remains with them and they cannot tell me when the issue will be resolved.

Delays can happen. Stock issues can happen. Repairs can take time. What is unacceptable is the complete lack of communication and the fact that every update has had to be dragged out of the company through repeated follow-ups.

At this point I have very little confidence that anyone is actually managing the case.

Avoid if good customer service is important to you.

EDIT - The company have stated in the response that I did not reply to their email. This is because the emails bounce every time, meaning I need to create a new complaint through the web form. I have told the company this and requested another email to contact or a number but have been ignored every time. Additionally, I did choose a replacement watch - twice. They have ignored this too.

Edit 2: after yet more ignored emails I looked into taking the company to the small claims court. Lo and behold, someone senior took charge of my case and sent out a brand new watch, the model I had originally requested as the return. Whilst apologetic, customers should not have to threaten legal action to get things done. Original 1 star still stands.

Very nice finishing with all (cover, strap hands, face etc.) and keep on time with only 1sec/3 months error. Good looking and suitably light weighted and with very simple and clear face. Now after 6 months still smile on my face. No need everytime to spend thousands on watches. This is just for every day use or sundays lunches. The piece for jubilees is still Zenith or Patek Philippe, but this Lilienthal beats "too over rated" Rolexes with all features and costs only 10% of them. Really don't know what people sees with Watches like boulders on your wrists and the design is from 50's or 70's.

I bought a Huxley watch and I was made up with it at first then after 3 months I had to have a battery fitted, then it stopped working, got onto the company about a repair, but because it was out of warranty they didn't want to know

Automatic watch broke down within 30 days of buying it. I have tried contacting them over the last 12 days and have only received 1 reply which you can read below

My Invoice number is: 2026-3314486

Customer is: 1992006

Order LT-EU-11556

I was initially very pleased with the look of this watch and its apparent build quality. However, in less than a month the watch's second hand had stopped, and it has stopped 3 or 4 times since and now will no longer start. Since buying it, I have either been wearing it, or it has been in my watch winder. The counterweight is turning in the watch but is not winding it up. For the price I have paid about £270 including an extra strap, I expect a good looking and above all reliable timepiece. I have three other automatic watches, one of which I have owned for about 20 years and have never had any problem with them, but this has broken down within 30 days, so I want to return it and the extra strap for a full refund please. I very much hope you fix these reliability problems with your watches, because they are very aesthetically pleasing and in all other respects excellent, but a faulty movement within 30 days is a very big problem. This has caused a lot of inconvenience for me and I expect this problem to be rectified as soon as possible and to get a full refund including the return postage I will have to pay. Thanks for your ’.

A day later I got a return email:

Dear Duncan,

Thank you so much for your detailed feedback and for letting us know about the trouble with your watch. I'm really sorry that you've experienced these issues, especially so soon after your purchase - that's definitely frustrating and not what we want for anyone who chooses our timepieces.

You have two options we can offer right away:

If you'd like, we can arrange to send you a replacement watch.
If you prefer a refund, I'm happy to provide you with a free return label so you can send both the watch and strap back without any extra cost to you.
Just let me know which option you would like to go with, and I’ll make sure everything is set in motion quickly for you.

Thank you again for your honest words about the design and your overall experience. If you have any other questions or wishes, please feel free to reply here at any time – I’m here to help!

Kind regards
Kristin
Lilienthal Customer Service

I have replied to the above email three times now specifically asking for a refund and have had no reply from lilienthal. It has now been 12 days and they have ignored all three of these further emails. If Lilienthal do get in touch, I will update this feedback further to explain the progress, but as it stands I am very dissatisfied with both the quality of the watch and especially with the inadequate and slow customer service.

I have since had a further email from lilienthal which essentially says very much the same as the last one. As they seem to be having trouble getting emails through I will reply to their last email here. As already clearly stated twice in this review, I want a full refund please. So if you could provide me with a free return label as soon as possible please, I will send the watch back to you and I want my money refunded as soon as possible

As a final update, I have recently received a full refund from lilienthal and they have also offered me a £50 refund on a new watch if I buy another watch from them to apologise for the inconvenience. I will not be taking them up on this offer, but appreciate they are attempting to make amends for the problems I have experienced, so I am improving my score from 1 to 2 stars. In future, if they perhaps offered a coupon code instead, then I believe more people would take them up on the offer, although I would only recommend the cheaper watches if they are already on offer. The Lilienthal watches still look very nice and I hope they improve their reliability in future.

Excellent service from Aslu.

I bought a Black Orange Chronograph in 2020. I only wear the watch at weekends but recently it has stopped working. I contacted customer services by email asking how I could get it repaired. The first response sent me to a website page which told me to ask for a return form from the same email address that I had already contacted. I queried this and was then told they no longer made my watch so it couldn't be repaired. (Odd as I notice they still sell the same watch with a blue face instead of a black one). They offered me a discount towards buying a new watch but following my experience with this company I have purchased a watch from a reliable and well established Japanese company.
After my review and Customer 'service' response, I was indeed contacted by them to tell me that they indeed could not mend my watch and my review was unfair !!?? Certainly doubled my resolve never to deal with this company again.

I never pay full price for a watch so when I saw this discount on the Remix II I had to buy it. Really nice solid watch, great colours and very comfortable. Excellent customer services. I would recommend 100%.

The watches look really stylish, which is why I bought one.
After about a year the restraining band on the strap broke. Soon after that the watch stopped. I was silly and didn’t send it back for repair ( forgot the 2yr warranty). I had it fixed, but this year, the watch stopped again. (3yrs)Battery was fine. It would have cost over £100 to fix, so I haven’t bothered. It was a final gift from my husband. We both thought it would be a lasting gift.
Lilienthal Berlin couldn’t/wouldn’t help.

Customer service is completely unresponsive and provides incoherent answers when they finally answer.

Terrible customer service for so many reasons, quality of watch is very poor for the price.STEER WELL CLEAR. There are lots of other, better alternatives

Update: I was going to remove this review, as following me posting this, Suzanne from customer service did get in touch to try and resolve the issue. They did offer to apply a further discount or refund the watch. I explained the watch had not kept time, and was incorrect at the end of a day. I was also unhappy with the quality of the finish, with the blue finish coming off the ridged edge while changing the date when I first got it. I did give it another week to see if it would 'right itself' but it did not. I returned it on Monday 23rd March via Evri and have emailed twice, with no response or refund of the outstanding 280 that is owed. Happy to share a video of the watch as I packed it up to return it.

FINAL Update: the money has now been refunded and so have revised my star rating

Bought a Huxley blue as a present for my son during Black Friday. Beautiful watch. Stopped working within the month; told they couldn’t replace because no stock left. Choose another as replacement. Ghosted for 2 months but still received promotions. Given a free post code to return original watch. Not optimistic about getting money back :-)

Update: I did get my money back once the watch was returned. They just need their customer response times to keep up with their marketing

I’d been weighing up the Lilienthal Mesh Rainbow watch for some time but was put off by Lilienthal’s very mixed reviews. When the watch was in the sale just before Christmas for £52.50 I decided it was worth a shot.
I’d worn the watch less than 24 hours before the crown snapped off. I must have caught it on something so, technically, it’s my fault but I’ve worn a watch since I learned to tell the time (that’s over 50 years ago) and I have NEVER had such a thing happen - not with cheap watches, not with expensive ones.
I emailed Lilienthal and they said I could return the watch for a repair - at my expense. They couldn’t tell me what the exact cost of the repair would be until I returned the watch but it would be between 24 and 59 Euros. I emailed again and said, given the watch had only cost in the region of £50, I really didn’t feel it was worth paying for a repair - especially now I had lost faith in the quality of the watch.
I then received another email - from Leon - who said, very kindly and as a gesture of goodwill, they would replace the watch free of charge. They would send me a free, insured returns label and as soon as they received the watch, send me a replacement.
I’ve since sent a further 7 emails, plus several “contact us” forms.
The most recent email I received said that they no longer had the same watch in stock so I could opt for a refund instead - that was the 20th January, it’s now the 6th February… guess what? Still no label to return the watch. The link I was told I could use instead of waiting for them to send a label doesn’t work.
I’ve entirely lost faith in Lilienthal - if a label does ever arrive in my inbox and I return the watch, I have very little confidence I’ll actually get a refund.
I’m incredibly glad I didn’t pay full price but I’m still out of pocket by £50+.
The point of this very long review is to say if, like me, you’re on the fence about ordering, given the very mixed reviews… don’t do it. Given the good reviews, some people like their watches but if *anything* goes wrong, I’d say your chances of a resolution are slim to nonexistent.

Edited to add: I have finally received a full refund, without having to return the broken watch. It’s taken almost two months and countless emails but I did get my money back. I will still never buy another Lilienthal watch.

I placed an order at the beginning of December which was a gift for Christmas. I received no updates on the order so chased customer services before Christmas and was told my order was delayed with no estimate for when my order would be shipped. Having not been able to obtain a contact number I chased again via email early January. I was eventually advised my order could not be fulfilled and was cancelled, no refund was received. I have requested an alternative watch as this is an outstanding gift and have been told again that my order has been cancelled, having still not received my refund. I am extremely frustrated with the lack of customer service support especially having to wait until emails are responded to and am still getting nowhere with a replacement order or refund. I would not recommend purchasing a watch from this company.

4th Feb
You have confirmed that my order has been cancelled but I would like to know when I will receive my full refund as this seems to be taking several weeks

After spending months trying to get a stable, well-functioning watch, I finally had to request a refund because the watch still didn't work despite having sent it in for repair, using the warranty, of course.
However, my terrible experience did not end there. After requesting the refund, which they agreed to do, the company decided to refund me to a card and account number that no longer existed, despite having informed them and communicated this through repeated emails. They never wanted to listen to me. I gave them a new account number for the refund, but the company, with its poor management, didn't care and sent me an email stating that the refund had already been made and that it would take 10 business days to reach the account that no longer existed.
A representative of this company wrote to me and told me to try to contact the bank for that card anyway and to check myself whether the money had arrived or not.
Well, after 10 days, and after making phone calls to this bank with which I no longer had any connection, they told me that it never arrived, and that it would be impossible for a canceled, blocked, or closed account to receive money by transfer or whatever, there is no way for that money to arrive, but this money should have been returned immediately with notification to the watch company.
This continues to be frustrating for me, because despite having returned the watch to your facilities, I fulfilled my part of the agreement. However, I still have not received my money, my refund.
I have not received any response from you, and despite having provided you with my new bank account details, you ignored me and continue to ignore me. Terrible.
I feel doubly cheated; I never had a good product in good condition, and now you are keeping my money.

Arturo

03/02

Hello,

I am still waiting for a reply to my email. You have edited your last message, I don't understand why.

My last conversation, using this email address, was with Susanne from customer service.

If you really want to help me, please contact me now at that email address and check the history. You will see that there is already a conversation there.

I don't know what else you want me to do. Go viral? I don't think that's necessary. I trust in this company's good reputation and its ability to find the right solution to my problem.

Thank you.

My watch has broken within the warranty period. I have contacted Lilienthal via the website and email 4 times now and am still waiting to hear how I can have the watch repaired. Very poor service.

Still waiting for any contact from Lilienthal despite their response to this review which says they’ll be in touch ‘right away’.

After a long wait and several emails later I have now been refunded the full amount. Persistence pays off.

Good service