Lilienthal Berlin Reviews 

A good product and competetively priced. However, the order process is haphazard at best. Confirmation of the purchase with receipt is provided promptly but from then on there is no communication or tracking information provided. I have ordered a watch and a seperate order for a strap some 5 days ago (delivery is promised in 1-3 days) and have emailed asking for an update on the delivery. As yet I have had no response. Disappointing.

Since writing my review I had a very swift response and apology from Lilienthal who promptly addressed the issues I had raised and offered compensation. My order is now complete and I'm very satisfied.
Nick S

I am really frustrated because it's been 6 days since I made my order
but it has n't been shipped ,even though Lilienthal Berlin's web site promises
''Shipping in 1-3 business days''.
So I asked them to inform me about the shipping date or get a full
refund if it's not available or it will be more delayed for shipping.
All i get until now is a generic mail that my Lilienthal Berlin order is currently being prepared for shipment,
sending me the invoice for my records and... asking me to make a payment if i didn't already (lol).

And a final update:
Lilienthal Berlin sent me yesterday an email informing me at last that my watch has been already shipped giving me a UPS tracking number.
And indeed.. it has been shipped the day before and i'm expecting to get it on my hands the next week.
Now i'm happy for it,but it seems that they need to watch more often their inmail box.
(13th of May)
Finally it arrived today,16 days after my placement order and i can already say that it trully has a state of the art design.
So i'm giving them 3 stars instead of 1,because they replied and acted almost immediately after my complaints.
A little more professionalism on your communication and after sale services,Lilienthal Berlin.You have to keep your customers satisfied.
@future customers:you really have to annoy them via mail every single day in order to be informed.

This is not a transparent, honest, or customer centric company. Will not be a returning customer.

I paid for expedited shipping through the website, and it still hasn't shipped, 7 business days later. My purchase email stated I would receive it within 2 days. I opened an issue with them, and customer service sent me a generic response saying it's going through final inspection days ago, and that I would receive an update once it finally ships. Still hasn't shipped, and wasn't even offered a refund for the extra shipping costs I paid for. I can only imagine what would happen if there was an issue with the watch when I finally receive it.

***PLEASE BE AWARE THIS COMPANY AGGRESSIVELY TRY TO SCRUB POOR REVIEWS BY CHALLENGING THEM UNDER GERMAN LAW, THEIR TRUE SCORE IS LIKELY MUCH LOWER THAN IS ON HERE***

impossible to contact customer service

like with other reviewers they take payment and then you hear nothing from them

am going to ask paypal to intervene.

*edit : they have refunded me

the " feedback at...." is the address that seems to be the one to use.

I ordered the Chronograph Dark Silver White watch with a dark brown leather dark strap. It arrived fairly promptly. It was a Christmas gift. The recipient thought the watch was beautiful but didn't like how it operated so I had to return it. Since the large "second hand" was not moving, it gave the impression that the watch was stopped. Instead of having all the static images, a simple video of the watch in operation on the advertising web site would have avoiding ordering this watch and then having to return it. Also, the watch was completely unreadable in any low light conditions - that is inexcusable. As noted in other reviews, support was very slow in responding.

I wouldn't even give 1 star, but an under zero score if it was possible. This company is run by a bunch of clowns.

My friends knew I wanted to buy a chronograph from Lilienthal and bought me one for my birthday, which was in January. When they processed the order, it said 3-5 working days to receive it, but the order confirmation already said to them it would take 6-12 weeks to receive it, which was their first disappointment.

I had to wait for this watch for a few weeks but, surprisingly, after a few weeks, I received it. It is beautiful, although I think that the mesh is way too long compared to any other watch I have ever seen, which denotes a lack of detailing.

However, the day after I got the watch, I decided to put it in function, and that's when I noticed that the movement was misaligned. To let you understand, when it's 4'o clock, the hours pointer stays between the 3 and 4 lines, rather than being straight on the 4, which means the watch never actually shows the correct time.

I immediately contacted them and they promptly replied asking me for details of the order but once I provided them (had to ask my friends), that's when things went south, as they stopped replying and to get a response I had to harass their social media guy via Instagram at every email.

At some point, they proposed a solution: I should return the watch, and get a refund, then order again, which would mean waiting 6-12 weeks to receive it. When I refused, they proposed I return the watch, not receive a refund, but still wait 6-12 weeks to receive it, which is unheard of.

As I refused again, they stopped answering at all and as of now, it's nearly a week since my last email to them, which is still unanswered.

These people are clowns and shouldn't even be allowed to trade in the UK. Thankfully, they have sent me a return label, so I will be returning my watch this week, but as I am reading other reviews, should they not refund the money (which has happened to plenty of other customers) I will immediately take them to court.

ADVICE FOR THE LILIENTHAL MANAGEMENT: shut down forever and go work for someone to learn how customer service works, you bunch of clowns.

REPLY TO LILIENTHAL: it is not available because you keep shipping to the customer who is next in line and you kept putting me at the back of the queue once again. You didn't finish with my order therefore that should have the priority because I came before those that were after me.

THEY SUBSEQUENTLY TRIED TO BRIBE ME WITH A 50% OFF THE ORDER IF I TOOK DOWN THE REVIEW. CAN YOU IMAGINE? CLOWNS UNTIL THE END

Edit:
I'll leave the original review below, so it makes sense, but the company did respond by email quickly but it ended up in the spam. Although the watch was late, it did arrive as advertised, and the email did explain that basically it was due to it being a popular version of the watch.
Given that the company did quite well on resolving the query about lateness, and then did deliver to the amended timescale, I have updated the review to 5*.

Original review:
The watches look nice but it’s not been delivered. It was clearly advertised as 8 day delivery and 3 weeks on, nothing.
No reply to emails. This customer service is very disappointing as it’s for a birthday present. If it doesn’t arrive soon I’m going to have to cancel and go elsewhere but I don’t hold out much hope of getting my money back.

I recently purchased a Lilienthal-Berlin chronograph and extra (mesh) band. The watch took quite some time to arrive but eventually did and was quite nice, except that the extra band differed radically from the photo and didn't remotely match the watch case.

The e-mail accompanying my watch's delivery notice stated that "...our Customer Champions are available daily, Monday - Friday from 9am to 5:30pm EDT." When I tried calling that number, a message stated that "Our customer champions are currently working with limited phone support availability. If you wish to speak with a representative via telephone we can be reached from 9am-11:30am EDT."

When I tried calling during those hours, I got the same message ending with "GOODBYE" and a dial tone! This happened several times on different days. I finally wrote them an e-mail detailing the situation as they suggested that this would produce the fastest results. To date, now nine full days later, I have received ZERO CONTACT from this company which claims to be responding to customers' queries with the "utmost urgency."

While the watch itself seems quite nice, I most definitely will not be purchasing another from this company, let alone a replacement band. I can only imagine the frustrations one would encounter should the watch ever cause problems.

ADDENDUM: In light of the subsequent reply to my review from Lilienthal-Berlin and their subsequent follow-up consisting of sending an apology plus a return label for mis-matched extra band, and also in light of the quite-nice quality of the chronograph, I will amend my initial review to four stars. They do seem to be trying and perhaps were simply swamped over the holiday season when this purchase was made.

First class service from Karoline. Would highly recommend!

I would agree with other reviewers. Buy a watch from this company and you are potentially flushing money down the toilet. I purchased a watch. The watched stopped working after two months. I returned it for repairs or replacement. I never heard back from them They basically stole my money.

I recently ordered a "Huxley Blue Orange" watch as a gift and the delivery took more than I expected. But the customer service was very operative, helpful, and friendly. As a delay compensation, they added an extra free-of-charge strap to my order. The watch itself is stylish, high quality, and accurate. As already mentioned in the comments, the only negative point is that the date window is too small.

My wife ordered me a watch 8 days ago and still hasn't received an order confirmation email, much less a tracking number. We both contacted customer service. She received a computer-generated email advising her to be patient and to have "an amazing day." I am amazed, as a matter of fact. Most online companies acknowledge a purchase instantly and take no more than three days to send a shipping notice with tracking.
Update: My wife says the watch arrived. That's wonderful. Shipping turned out to be speedy. Still, it would've been nice to have an order confirmation email and a shipping notice to save us some worry.

I recently purchased a Huxley Blue/Orange watch. It arrived promptly and so far has performed well with one major exception. The reason I was particularly drawn to this watch was the photo showing the level of luminosity in low light levels. I wanted a watch that I could tell the time at night in the dark. The level of luminosity is extremely poor with hands barely visible. The photo in the advert is extremely misleading ! All other aspects of the watch are fine.

This watch,the Huxley, was delivered on 26/10/2023 and stopped working a few days later. I sent them an email and got a standard reply.However, when I got through to customer service their response was very positive. They arranged for the free return and repair of the watch.

I ordered a watch for my sister ( our maiden name is Lilienthal) it was beautiful and she is so proud of her new heirloom to pass down to her children and grandchildren.

I ordered a watch on 31/08/23 and was informed that it was being despatched on 01/09/23. Having not received the watch by 12/09/23 and with no tracking information supplied. I sent an Email inquiring as to the status of the order. I received two stock replies one stating that my case would be looked into, and could expect a reply 'as quickly as possible'.
Having been sent no further information regarding status I sent another two emails [15th, 19th Sept.] which have been ignored.
I think this customer service is abysmal and makes me wonder as to the quality of the product sold if it is comparable to the service levels that accompany it.

I will now start the process of recovering my money, although my expectations are not high given my experiences with Lilienthal up till now.

A watch from Lilienthal has now arrived.
Lilienthal enclosed an extra strap as an apology for the inconvenience caused.
Because of their efforts to rectify the situation and to keeping me informed as to the progress of my complaint. I will give them a better rating in the belief that "all's well that ends well"

Red Huxley with steel strap. Purchased on sale. Watch arrived unsecured in packaging, no protective coating on watch face or band. The clasp had protective wrap on it. A couple minor scratches on the band. Nice color. Date window very small, would be nicer without it.

It is a nice looking watch, very lite. Aside from a couple minor scratches on the band it was worth what I purchased for. The dial is very nice.

Edited on 11 Oct., 2023
I was satisfied with my purchase based on the price I paid. As I stated the band had a couple minor scratches. A dial with no date window and no second hand would be nice, in my opinion. The watch could be shipped in tighter packaging where it would stay in place during transit instead of moving around. I am sure that is where the scratches on the band occured. A protective film around the band and on the face would prevent that from happening. Better packaging and protective film would be worth a few dollars more. To be honest I have considered purchasing another watch, this time with a leather band.

I bought a watch and the same day the hour hand jammed on the second hand so stopped. They told me to return it and I followed the instructions and did so. Two weeks later I have heard nothing. No acknowledgement they have received the return nor any refund. This is dreadful customer service

UPDATE
Following this review Lilienthal got in touch. They apologised for not acknowledging a return but explained the watch had been held up in Customs without their knowledge. They undertook to sort out that problem and refunded me in the meantime. They also offered a replacement watch at a discount. The lady who corresponded with me - Susanne - was exceptional. She helped me sort out the necessary details and ordered a new watch which I am delighted to say arrived today and is perfect. I am very pleased.
My only decision was whether to upgrade from my one star to four or five. Well despite the fault with the first watch - which is occasionally going to happen - I have chosen five stars due to the excellent new watch and the superb customer service provided.
I would now recommend Lilienthal to anyone.

The crown came off my 3 month old watch. I returned it, following their instructions. Nine weeks later I have still not received the watch back and no reply to my email asking when I can expect to have it returned. This is unacceptable customer service.
Lilienthal have now provided me with a new watch and a complementary watch strap, so I am now a satisfied customer.

I purchased one of their $400.00 watches approx. 8 months ago for my husband for Christmas which he wears only for special occasions.
I noticed recently that the watch is losing color in certain places like the metallic strap, which no one expects from a watch of this caliber and so, thinking that I must have gotten a lemon, I emailed to have a replacement band sent to me.
I was told by customer service that the 24-month warranty period on the watch does not cover any material or manufacturing defects and that I can purchased a replacement . So I asked how is it that a watch that costs $400 and is worn infrequently and begins to lose its color, is not considered a material defect? Is this something that someone who purchases a Lilienthal Berlin watch should expect from this brand? I then asked for the 'verdict' to be reconsidered and the strap replaced. I am still waiting on a response to this and it's been a month. I have to say that I shocked and extremely disappointed by Lilienthal Berlin's response in this situation.

Sept. 2023
I'm happy to update that I've been contacted by Lilienthal Berlin about my case and have to extend my heartfelt thanks to Katarina for all that she's done to rectify the situation, all the while demonstrating the level of customer service that you expect from a company and product of this caliber. My husband and I are thrilled that he will be able to continue wearing his stylish watch for years to come. Thank you, Lilienthal Berlin for showing that you truly care about customer service!