Daniel Wellington Reviews 

Do not order if you live in South Africa. They make it look like you are ordering from with SA but you are not and returning your items involves 10 steps and you'll face blockers at every point!

Fabulous customer service, thank you so much Daphney.
Quality product & very prompt exchange after I had made the wrong purchase of a replacement strap. I have had 2 DW watches for many years & love them both!

Exceptional service from Pauline, I couldn’t get hold of UPS for my collection…Pauline scheduled the collection for me, made sure to see my case to end.Giving feedback, assuring me, very patient.She took care of me, she made sure I was updated on everything. I cannot complain at all….The service I received is just as spectacular as their products….I am definitely spending my refund on some jewellery from their collection 👌

Thank you sooo much

Very reliable assistance in reporting complaints, high level of customer care and support throughout the entire process. Consultant Bettina is great!

Excellent service, clear and precise feedback. Very helpful and friendly staff.

The watch was very beautiful unfortunately I chose the wrong size strap so it was too big and I had to return it. The customer service took long to respond to emails but I got my refund so I’m happy, I’ll be looking out for specials to buy another watch.

The watch took over a month to arrive and customer service was appalling. Numerous alternative watch companies offer equal or superior quality and provide satisfactory customer support. I strongly advise AGAINST purchasing from this company.

If I could give zero stars, I would. I’ve been waiting almost a month for a refund with absolutely no communication from Daniel Wellington. Every update has only come because I followed up myself. Terrible customer service—avoid if you expect any level of support

Non existent after sales support, watch strap failed after 12 months, replacement strap on the website has been out of stock for 2 years and when contact the company they just send AI responses and don't follow up. Avoid.

The watches are beautiful, packaging too. But less than a month in the watch wouldn’t clip close properly. I sent it back for repair and theu lost it. Then I had to contact them after a month asking where it was, I tried waiting as long as possible before contacting them due to Christmas, I had sent my watch on the 12th of December. They said they lost it and will send me a replacement. I had two different places messaging me at once. The repair team sent me two options of replacement and the DW team for some reason were also in the email thread when I responded with the watch I wanted, the customer service said I am sorry I don’t understand your email, what do you mean ‘I have selected this watch’ I was just so pissed off. They would also take forever to respond.
I have finally received a watch back, without a box, without a screw driver to adjust it to my wrist.
It was my first and last order..
never again

The service was great an always answering quickly! They helped me out with a lost package and sent me a refund.

Very bad experience with this watch brand. We have purchased a watch but ended up returning it about a month ago. To this date, we have not received a refund, nor do they answer on their emailing portal. It says they answer within 2 days, and we have been waiting weeks for a response. Terrible. I have done the online customer support many times and no one responds back.

I bought my daughter one of your beautiful watches for Christmas. Unfortunately, it was a bit too small for her taste.
I received wonderful, exceptional service regarding returning the watch to you and receiving a refund. Special thanks to Rea and Kyla.
It is a pleasure to deal with such a good, honorable company. Thank you!

I have always loved Daniel Wellington and so I decided to spoil myself and buy a watch. It took some time getting to me but that was due to delays from the courier, not DW themselves. Upon receiving the watch I followed the instructions to adjust the watch strap but the strap would not clip closed. I then reached out to DW customer service where Josie assisted me. She suggested going into my nearest branch where I found out the strap was faulty. I continued to be in contact with her where she gave me the option of returning my watch for an exchange or sending me a new strap. I can’t commend her enough. She was very helpful, kind, quick to reply, and the problem was solved timely. It’s comforting to know that your customers are looked after. I am very excited to be able to wear my gorgeous watch. I will definitely be purchasing more beautiful and timeless pieces. Thank you Josie!

I have been now trying to send my watch back for 7 days! It’s within the time to return however the QR won’t work at any post office. I have contacted your team via email! Serval times now.. no contact number to call for support. Just AI all the time!! I see you write a generic reply to these.. and trust me when I say I have also clicked on the link you send and emailed with no reply!
Will never buy again and I recommend nobody else does

Extremely upset. I purchased a watch for myself and my son purchased two watched for himself on December 24th. It’s been a month. There is no way to track the order or get information on the status. I keep being told that due to high demand it’s taking time. Now they’re saying after a month that the order was cancelled because they ran out of stock. I have not been refunded. They took $200 from me and $400 from my son. The only customer service response I get is an automated ai chat bot! Do not ask me to fill out another contact form! I’ve had various emails with “May” back and forth about the status with no concrete information. You used to be a reputable brand!

Terrible customer service, which is all AI generated emails that lack substance and any meaningful assistance. The responses deny clear advertisements on their websites and the watch is mediocre.

Worst service. I ordered a birthday gift for my boyfriend. And showed that it would be shipped in 1-2 days now its been more than 1 week. And whenever i tried to contact support they just reply we will take care if it . The order is just showing unfulfilled from last 1 week . Was a big mistake ordering.

Very frustrated, I bought a watch for my wife as a present in Sept 2024 which looks lovely but unfortunately the quality is poor. Adhesive on the strap failed just 6 weeks later so it is unwearable (the watch wasn't being worn at the time.)
I contacted DW customer services (which is initially a mission in itself) asking for a refund but they didn't answer my question just giving me details for it to be repaired. Resigned to not getting a refund I sent it off in November and was contacted by their repair partner 3 or 4 weeks later to be told I would have to pay for the repair and postage.
I contacted DW again asking why I had to pay for a manufacturing defect and yet again they failed to engage with the question.
It is now mid-January 2025 and the watch still hasn't been repaired. It's now over 3 months since it broke and we have no refund or watch!

Actually the worst service ever. Period. They have been horrible to deal with. I ordered an item on Jan4/25 and have seen nothing come back to indicate the item has shipped. Contacted the useless customer service email 3xs to get a response filled with lies and fake promises. The last email I sent I haven’t even received a response as I asked for an actual phone number so I could speak to a human being. Nothing.
I have no product and no idea if it’s even coming to me at this point.
Again, the worst service ever. Can’t stress it enough. And i want to be nice here, but it infuriates me, and by reading other reviews clearly I’m not the only one this is happening to.

Reply to DW response: thanks for replying here but why no response from your actual
Website? I HAVE emailed and have heard nothing back. Why do I have to come on trustpilot to get an answer? If you’re concerned with your reviews you aren’t doing much to turn around these negative experiences people are having. It’s Tuesday the 21st. Order placed 3 weeks ago. Lets see how much longer i have to wait for shipping details and I will update again here.