Daniel Wellington Reviews 

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.

Purchased a watch for my daughter's birthday. It arrived faulty and dead as a dodo. This company refused to exchange it. Instead, they are forcing me to arrange a return and wait two weeks for a refund. Communicating with this company is as useful as a fax machine unplugged in an empty basement.

Avoid Avoid Avoid!

To all at Daniel Wellington customer service for the love of god will someone please respond to the emails...

UPDATE 22.07.26

Not only am I out of pocket for the cost of a new battery, which they refused to reimburse me, but instead have offered me 15% off my next purchase.

Jog on...

1. They did not take my discount code and charged full amount
2. Free return but they say they can not find order with info given to do the return
3.Contact us via email/phone does not work
4.Contact customer service team button takes you to a site that says they no longer exists
5. Item is crap!

Bought earings that were faulty.

Sent them back to get fixed and never heard anything again. They still have the earrings and the money.

Customer service (May-AI Bot chat) doesnt andwer questions and when you ask to complaint it end the conversation. Very bad service and products. Would not recommend.

Very disappointed with my Daniel Wellington watch. After only 2 months of use, the watch hands came loose and detached. I contacted customer service, but they refused to accept it as a warranty claim. I expected much better quality and customer support from a brand like Daniel Wellington. Would not recommend based on my experience.

I was extremely disappointed with my recent Daniel Wellington order. The sterling silver necklace arrived tarnished and appeared to be wrapped in toilet paper rather than proper jewelry packaging. This was not the quality or presentation I expected from a premium jewelry brand. The condition of the item upon arrival was unacceptable, and I will be returning it for a refund. Unfortunately, this experience has caused me to lose confidence in the brand.

On my third watch because I liked the other two so much but this last one turned up damaged (teh second hand wasn't connected and just loose inside the). Contacted them through their website and nothing but silence, no acknowledgement of my request to them, no answer, no nothing. So sad for them to turn a long time customer into a never again customer.
UPDATE: despite saying quite clearly that I get nothing but radio silence from multiple requests via their website, their response was below was… “contact us via our website”. They couldn’t care less about their customers. Shocking.

I made a mistake and ordered the wrong watch. Requested a cancellation within 10 minutes, which their help centre states they can do, particularly if it hasn't be packed or shipped, which I can see it has not. But they've told me I have to wait for it to arrive and ship it back.

I've asked customer service why they can't adhere to their processes, they have stated they're unable to cancel orders.

I've ordered the correct watch because it is a gift. But I won't be using them again.

I purchased a gold plated necklace from Daniel Wellington and when it arrived it already looked pretty used and the gold plating appeared more silver tone than gold so I returned it.

It has been over two weeks with countless emails sent and yet I have still not received a refund. I can see they have accepted the return item as I have the tracking code yet no one will respond to my emails.

Absolutely terrible website and no customer service at all.

Beware: Premium Price for "Mall Watch" Quality and Non-Existent Returns

I recently purchased a timepiece from Daniel Wellington, expecting a quality product for the $400 price tag. Instead, I received what can only be described as a "mall watch"—flimsy, plasticky, and made of suspiciously cheap materials. It feels entirely disposable, with a build quality that doesn't even justify a $5 price point, let alone $400.

To make matters worse, their return process appears designed to prevent refunds. Their return portal consistently fails to "find" my order number, effectively trapping customers with a subpar product. Between the abysmal material quality and the broken return system, this has been a terrible experience. Save your money and buy from a reputable watchmaker instead.

AWFUL customer service. No responses to any messages via various channels and email. My order is still not delivered and DW won’t respond. AVOID purchasing anything from them.

Terrible customer service, cannot reach by phone (there is no telephone number available on the website, while they are obligated to have a workable telephone number on their website in the EU), and being ignored after several emails.. chatbot is useless. Will never buy products from the Daniel Wellington website directly again.