Horrific Experience - avoid at all costs!
On Saturday 23rd Dec we visited Timpsons on Ealing Broadway for links to be removed from my watch and a battery inputted, we were told to return in 20 minutes. We did this and the manager (R Murray) informed me when he put the back of the watch on, the minute hand fell off the watch face, he said to come back in 20 minutes and he would fix it free of charge. 20 minutes later we returned to find he couldn't fix it, and we were asked to come back the next day to give him more time to remove the watch face (glass) to access the hands. We returned on Sunday 24th to find he still hadn't fixed this and he was to ask his area manager to look into this, and for us to return a week later (sat 30th dec), we were told if he couldn't fix it we could have the cash replacement out of the till and he did not mention this would potentially need to be sent to the workshop. 30th December, we returned to find the watch had not been repaired but he denied refunding us the money for the (brand new) watch he damaged. When we were finally returned the watch we found this had been scratched and there were deep groove marks surrounding the edge of my brand new watch.
As a result, I requested details to speak to the Area Manager and he would not provide this either, I have now spent several weeks back-and-forth with their exasperating customer service team and I'm no closer to a resolution. Avoid at all costs!
Note - citizens advice have also informed me this service is in breach of the customer rights act 2015! read more