Daniel Wellington Reviews 

Worst nightmare! I placed an order through the Daniel Wellington Canada website and received my package couple days ago. Unfortunately, this was an extremely disappointing first experience with the brand.

Out of the four items I ordered, one necklace worth $54 (plus tax) was missing from the package.

The shipping label indicates that the package was packed by Tony Yu at Timex Group Canada Inc.

I have been trying to contact Daniel Wellington Canada through its website, but the customer service process appears to rely entirely on automated AI responses, making it extremely difficult to reach someone who can actually address my concern.

Since I have not received a response from Tony, I decided to look into this further and came across several customer reviews that raised concerns about the handling of orders. This has made me even more concerned about what happened to my missing item.

I am unable to attach here in this review photographs of the package and the label as evidence of what I received.

I paid for all four items, and I expect to receive everything I purchased. It is extremely frustrating to pay for an item and then have it missing from the delivery.

Customers deserve transparency, accountability, and honest business practices. This kind of experience is unacceptable.

I would appreciate an investigation into this matter and either a replacement of the missing necklace or a full refund of $54 plus applicable taxes.

I look forward to a prompt and satisfactory resolution.

I will have to post in Twitter as well because there will be many customers who place an order from canada and they actually lost there money! Not fair!

I purchased a watch from Daniel Wellington and when it arrived it didn’t work. I contacted their customer services and initially their AI response said that it would be covered under the 24 month warranty. I was then transferred to a person and said that I believed the battery was dead (having read other reviews since the watch arrived) but was told that batteries and straps aren’t covered under the 30 day guarantee. I’ve now had to pay for a new battery and they will not reimburse it or even apologise for the issue. I also can’t understand why their AI tool states it’s a 24 month guarantee but I’ve also been told 30 days by customer services. I’d never buy from this company again.

I am extremely disappointed with Daniel Wellington's customer service and return process.
I have been trying to request a return label through their website, but the system does not work. To make matters worse, the phone number they provide does not even belong to Daniel Wellington, and their customer service never replied to any of my emails.
It is unacceptable for a well-known international brand to make something as simple as returning an item this difficult. Customers should not have to spend weeks trying to contact a company just to complete a basic return.
This experience has been incredibly frustrating and has completely changed my impression of the brand.
I hope Daniel Wellington takes responsibility, provides a working return label, and resolves this issue promptly. I would not recommend purchasing from this company based on my experience.

A Disappointing Customer Experience with Daniel Wellington and Blue Dart

I am extremely disappointed with the return experience I have faced after purchasing a watch from Daniel Wellington.

The watch was too small, so I raised a return request. During the pickup process, I received a WhatsApp message containing an 11-digit phone number. Blue Dart tracking then showed "Customer Not Available" and "Door Closed," even though I did not receive any call from the courier.

I also received no call or message from Daniel Wellington to resolve the issue.

As a customer, I believe I deserve a fair return process, clear communication, and respect for the money I have spent.

Why should customers have to repeatedly chase a company and its courier partner just to return a product?

I request Daniel Wellington and Blue Dart to investigate this issue, arrange my return pickup, and resolve my refund request.

I am sharing my experience publicly in the hope that the company takes responsibility and improves its customer service.

#DanielWellington #BlueDart #CustomerExperience #CustomerService #ConsumerRights

I bought a thick chain necklace from Daniel Wellington, but it needs extra links for a proper fit. When I reached out to their customer service for assistance, they were absolutely no help whatsoever.
For an established brand, it is completely unacceptable that they do not offer spare links, extensions, or any viable solutions for customers who need to adjust their jewellery. If you buy from them, be aware that you are completely on your own the moment you walk out the door or place an order. I will not be purchasing from Daniel Wellington again.

The reply below says they have reached out for my order details. This has not happened.

Bought a watch for a special birthday but the watch didn’t work. We contacted customer services but they were most unhelpful, took the watch to a repair shop & the battery was completely dead we bought a new battery at a cost to us & reported this to DW never heard a thing back from them !!!

Extremely Disappointing Delivery and Customer Service

I have now attempted to order the same watch from Daniel Wellington twice, and on both occasions have encountered the same delivery issues. My latest order remains undelivered, despite me being at home and available to receive it. Delivery was scheduled for October 2nd.

DHL has repeatedly recorded unsuccessful delivery attempts without ringing my buzzer or leaving a delivery card. After contacting DHL, I was told it had passed through multiple warehouses and had been at my local one for several days with no delivery attempts made. They directly told me to contact Daniel Wellington as there was nothing they could do despite being held at their warehouse. I was directed back to Daniel Wellington, who have been equally disappointing in resolving the matter.

I submitted a formal complaint on 8th October and, after receiving no meaningful response, had to follow up again. Daniel Wellington’s initial reliance on AI-generated customer service responses only added to my frustration. I had to explicitly request that these responses stop and that I be put in contact with a human representative. It was only today, 16th October, that a human finally responded, suggesting a refund as the resolution.

A refund is not the resolution I am seeking as I’ve already had one refund and had to order the watch again. I want the watch I paid for. I have made this clear from the outset. If DHL cannot fulfil the delivery, Daniel Wellington should take responsibility, arrange for the watch to be sent via an alternative courier, and put this right.

I am posting this review on Trustpilot rather than on the product review section or Daniel Wellington’s own website because the watch has never been delivered. I cannot review a product I have not received according to their website, and the undelivered order does not appear to qualify for a product review.

This experience reflects a serious failure in both delivery management and customer service. Having to chase a company repeatedly, request human intervention, and then be offered a refund instead of the product ordered is simply unacceptable.

I expect Daniel Wellington to take ownership of this situation and deliver the watch through a reliable alternative courier. I should not have to fight this hard to receive something I have paid for.

Great customer service !
Dealt with Krystel who was very efficient, polite and professional. Assisted me with my query and return in a very courteous and polite manner.

After 3 months bracelet felt apart. Shop said it’s my fault and refused arrange a replacement or return. it is extremely disappointing that the merchant accuses me of breaking the bracelet without providing any actual evidence. This is an unfounded attempt to shift the blame for a defective product onto the customer instead of taking responsibility for poor manufacturing quality.
They replied that they will look into this situation, but they again said it’s not their problem and they won’t take a responsibility for that.

The customer service is incredibly incompetent. Take weeks to respond, ask for the same info repeatedly and dont reply until multiple mails and direct messages are sent, they then reply asking the same irrelevant questions, and dont even read or comprehend. I logged a return for 2 bracelets the same day they were received, returned them, received proof of delivery but am still trying to solicit some service or response from them. Its so frustrating, if it wasnt expensive items I would give up because this company is impossible. Never purchasing again. From the 25th August to date, its been the same pattern

I ordered a watch on Friday just arrived a day earlier then it said ,It’s a lovely watch really neat and dainty.good strap nicely packaged ,I couldn’t not find a single fault with this company. Also their tracking was excellent.

The customer service from this brand has been genuinely disappointing. I've never had an experience this poor from a company with such a strong reputation. Definately just a hype.

To start with, returns can only be initiated by email. When I sent mine, I received no acknowledgement, no confirmation that it had been received, and no ticket reference. I've now been waiting several weeks for a response about a return/exchange and have heard nothing at all. The link to Contact Customer Service takes me to ZenDesk webpage which is frustrating.

I won't be buying from this brand again. It seems to be all hype, with no real interest in looking after customers once the sale is made.

⭐ Very disappointing customer service experience

I am extremely disappointed with the way my order has been handled.

I ordered 3 watches together because I invited two of my friends to purchase them with me. Unfortunately, when the order arrived, only 2 watches were included. My two friends received their watches, but the watch I paid for was missing.

What makes this even more disappointing is that it has now been almost a month since I received the order, and I still have not received a proper resolution. I have contacted customer service multiple times, provided the requested information, and even provided both my order email and contact email. Despite this, I am still being asked to wait or being told that my case has been escalated.

I understand that mistakes can happen with orders. What is really upsetting is how long it has taken to actually resolve such a simple issue. At this point, I don't need another apology or another message asking me to be patient. I need action.

Imagine ordering something together with your friends, seeing both of them receive what they paid for, while you are left without your item for almost a month — and having to repeatedly contact customer service just to get a response. It is honestly a very disappointing and frustrating experience.

I sincerely hope the company sees this review and takes responsibility for what happened. Customers should not have to spend weeks chasing a company for an item they have already paid for.

I am still hoping that the company will finally take concrete action and either send the missing watch or provide an appropriate resolution. I would really appreciate seeing this situation resolved rather than receiving another apology and being asked to wait.

Krystal was amazing! Hope this will solve my issues!

I have been waiting for my order, I’ve been emailing, talking on the online chat and NOTHING!!!!!!! My order hasn’t arrived, no tracking number and they’ve taken my money!!!!!

Terrible service! I ordered two bracelets at a promotional offer of 20% off when ordering two items. One was already broken on arrival. I was asked to send it back, so I did. I wasnt refunded the amount I paid. Since I had now only bought one item, they subtracted the 20% so I paid original price on the other bracelet. I want a replacement to the one I returned. But if I buy it now it is not 20% off so I end up paying full price for both items. EUR 25 extra for their faulty bracelet. Impossible to reason with customer service.

Impossible to cancel order after doing it 1hour after purchase. apparently these guys go too fast to arrange order and load trucks and cannot cancel orders. Not sure if this is very legal by the way

Ordered two watches of Daniel Wellington site and they were dispatched by a comedy duo called UPS . Never received my package at all as i was not home at that day . UPS and Daniel Wellington claiming they were delivered by the courier to my back door which i had gate locked . Then i was told it was my front door . I received a photo from them but that is not proof that my parcel was left there by UPS . Tried to contact both of them to no avail as for Daniel Wellington they are washing there hands with it .Contacted UPS today and was abused by one of there managers on the phone . So people AVOID this company DANIEL WELLINGTON at all costs . Avoid UPS at all costs to if u want to receive your parcel . Cant even reply to a review either .

Extremely poor quality watch and ring. Tried to return and no answer to emails to customer service. A $300 watch arrived and looked more like a $20 watch. My birthday gifts and I am extremely disappointed.

Appalling customer service. I ordered a watch direct from the Daniel Wellington UK website in December 2025. I wore it for every day, until it stopped working suddenly after just 7 months. I have tried all the usual suggested methods to “reset” and “rewind” my watch, to no avail. I contacted DW customer service via their website and outlined the issue, and got an AI generated response via email asking me to explain the issue again. They also wanted me to include proof of my order confirmation, clear photos of the front and back of the watch, my full name and address. I provided all of this via email, and got an automated response telling me my watch should be covered under a 24-month warranty and that my concern would be passed on to a specialist team. After 24 hours of waiting for a response, it turned out that the “specialist team” was simply going to fob me off and pass me on to someone else. They told me to contact Timex. They didn’t even bother to forward my concern on to Timex, but instead expected me to contact them myself and explain the issue a third time. I have now sent out a third message (this time to Timex) once again explaining the issue again. I’m unclear why the responsibility to spend time sorting out this issue is falling on the consumer, and why I have to keep repeating myself by copying and pasting the same text into different emails to different “people” (bots) when DW has sold me a poor quality watch that is not functioning properly after less than a year of use. It shouldn’t be this difficult to get a repair/replacement/refund on a watch that cost me over £100. This is the second time I have bought a Daniel Wellington watch (the first was a gift, which I now regret because I’m embarrassed that I gifted someone I love such a low quality piece). I will not be buying another DW watch ever again.