Goodmorning, I had some problems with my shipment, due to the fat I wasn’t home when the postman arrived, but the customer service was impeccable and they managed to ship me another model with n... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I received a next day response from Rosefield on a query I raised on a heirloom watch I had bought for my wife. The speedy and helpful responses continued from Rosefield over the next few days resulti... See more
Company replied
Ordered a watch and two personalized bracelets. When the shipment arrived, one of the bracelets were missing. I took pictures and emailed customer support, who responded quickly and fixed their ware... See more
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Great customer service - special mention for Ida , the first watch was stolen from the box , the second went missing but finally 3 rd watch arrived in time for Christmas . It’s a beautiful watch . Goo... See more
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Company details
Written by the company
Are you looking for luxurious and affordable women’s watches? Find a great selection of ladies watches at ROSEFIELD. Free worldwide shipping.
Contact info
H.J.E. Wenckebachweg 133, 1096AM, Amsterdam, Netherlands
- support@rosefieldwatches.com
- www.rosefieldwatches.com
4.0
Great
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A Rocky Start That Ended Better Than I Could Have Expected
When the watch I ordered as a special Christmas gift for my wife arrived, I was so disappointed to see that the engraving was completely wrong. It was a frustrating experience, especially because the gift has a lot of sentimental value—we’re celebrating 10 years of marriage this year!
But everything changed once I got in touch with Anne from customer service. She was incredible. She explained the issue in a clear and honest way, apologized sincerely, and went above and beyond to fix things. Not only did she arrange for a replacement watch with the correct engraving, but she also told me I could keep the original one as well.
Her kindness and effort to make things right really surprised me. It’s rare to find customer service that feels this personal and genuine. What started as a disappointing situation ended up being a really positive experience, all thanks to Anne.
I can’t recommend this company enough. Mistakes happen, but it’s how they’re handled that really matters, and Anne absolutely nailed it. Thank you for turning things around and saving the day!
December 21, 2024
Unprompted review
Reply from ROSEFIELD
Thank you so much for sharing your experience! We're truly sorry that the engraving on such an important gift was incorrect—it’s completely understandable how frustrating that must have been. However, we’re so happy to hear that Anne was able to turn the situation around and provide the level of service you deserve, especially for such a meaningful occasion.
Your kind words about Anne's efforts mean a lot to us, and we’ll make sure she knows how much her dedication and kindness are appreciated. It's wonderful to hear that the situation ended on a positive note and that the replacement watch met your expectations.
Thank you for trusting us with such a special gift, and congratulations on your 10th anniversary! We’re honored to be a part of your celebration and wish you and your wife many more years of happiness together.
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Website easy to navigate with lovely…
Website easy to navigate with lovely products. customer service was amazing Very helpful and prompt and eager to help which is rare. Highly recommend!
December 20, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for your wonderful review! We're delighted to hear you found our website easy to navigate and enjoyed our products. It's especially great to know our customer service made a positive impression—we strive to provide helpful and prompt support. Your recommendation means so much to us! If you ever need assistance again, we're here to help. Have a great day!
My parcel was no where to be found so I…
My parcel was no where to be found so I contacted the Rosefield support team on WhatsApp, they updated me in saying that my parcel was lost in transit but they would be able to send a replacement with express shipping free of charge. My package arrived 3 days later!
December 20, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for sharing your experience! We're so sorry your parcel was lost in transit, but we're glad our support team could quickly assist and resolve the issue for you. It's wonderful to hear your replacement arrived so swiftly! If you ever need anything else, we're here to help. Enjoy your new items!
Excellent customer service
Excellent customer service! So helpful and lovely to deal with!
December 17, 2024
Unprompted review
Reply from ROSEFIELD
Thank you so much for your kind words! We're thrilled to hear that you had a positive experience with us. Your satisfaction is our top priority, and it's always a pleasure to assist lovely customers like you. If you ever need anything else, don’t hesitate to reach out. Have a fantastic day!
Do not buy from this company!
Do not buy from this company!!
The items never arrive, they take your money instantly but take 2 weeks to reply to you when the item hasn’t arrived after 2 weeks and another 2 weeks to give you the refund!
The other reviews are also dodgy as most of them say their item never arrived or came with an empty box but they gave them a good review for good customer service??
Avoid at all costs unless you want money stolen from you for at least a month!
Shop somewhere else like goldsmiths who are reliable or even go in store!
December 18, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for your feedback. We are sorry to hear that you have not received your order, and that your experience with us was not a positive one. We understand how disappointing that can be.
Please note that our support team has replied to each of your emails and messages in the stated timeframe - from 24 to 48 hours, as indicated on our contact page. With heavy heart I have to inform you that we are not able to reply to your message immediately, due to volume of workload, after you have submitted them.
Your refund was issued on the 18th of December, 24 hours after you have stated your wish. The refund processing time takes up to 14 business days. Please, keep in mind that this timeframe depends solely on the payment method used to place the order. Sadly, the refund processing time is not something we can impact, since it depends of the payment method you have used. For some payment methods it is processed after few minutes, for others more time is needed. We hope that this has provided you sufficient information about your case. Should you have any further questions, please reach out to our support team directly. Have a great day!
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Item not received
I am the same as Ann here. I ordered on the 29th also and haven’t had any satisfaction on any of the mediums of contact. First I was told it was lost in transit and then I was told the delivery company could not deliver. I am yet to receive a response that doesn’t appear to be AI generated.
December 17, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for your feedback. We are sorry to hear that you are still waiting for your order. We understand how disappointing that can be. We have requested your order information here, that would allow us to find the order in question and check the status of it, so we can investigate this and assist you further.
Due to an ongoing strike with a parcel company we use, and a storm Darragh, the deliveries to some countries are affected by this, and a processing delay has taken place. All parcels, and not just ours are affected by this. The carrier and our team are working on providing assistance and sorting this our. Thank you in advance for your understanding.
Please note that our response time takes from 24 to 48 hours, as stated on our contact page. Due to volume of workload, we are not able to immediately reply to your request, after you have submitted it.
But please do not worry, once the needed information have been provided we will investigate this and assist you further. Have a great day!
I have not received my order which was placed on 29th November 2024
I ordered a watch on 29th November for my daughter for Christmas. I still have not received the watch and no reply to my emails. The tracking information has not changed since 6th December. I need to have this watch delivered before Christmas.
December 16, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for your feedback. We are sorry to hear that you are still waiting for your order. We understand how disappointing that can be. We have requested your order information here, that would allow us to find the order in question and check the status of it, so we can investigate this and assist you further.
Due to an ongoing strike with a parcel company we use, and a storm Darragh, the deliveries to some countries are affected by this, and a processing delay has taken place. All parcels, and not just ours are affected by this. The carrier and our team are working on providing assistance and sorting this our. Thank you in advance for your understanding.
Please note that our response time takes from 24 to 48 hours, as stated on our contact page. Due to volume of workload, we are not able to immediately reply to your request, after you have submitted it.
But please do not worry, once the needed information have been provided we will investigate this and assist you further. Have a great day!
Returning items is a headache and so far impossible for me! Returned by customs for no reason. Waste of money.
I had made a purchase for watches and accidentally ordered two of the same order. UK49176 and UK49175. I returned both to the address given however it was returned by customs with no explanation this week. It was despatched on 22/10/24 by parcel force and I have been waiting for a refund since then. All it says on the package is custom back! This is absurd. I have paid 45 pounds to return this package and I feel hopeless now because how am I meant to take this package to Netherlands if France (Retour afzender) is returning from customs?? I do not want to spend 45 pounds again for this to be refused.
I have returned the item because the quality was substandard to what is shown on instagram ads. The return process in itself has been a nightmare, waiting two months to receive the unwanted items back. I'm writing this review to highlight these issues so other people who are considering purchasing multiple items from rosefield with a plan to return some, to reconsider!
December 11, 2024
Unprompted review
Reply from ROSEFIELD
Hello, that you for your feedback. How disappointing to hear that your orders have been refused by the Dutch customs. With heavy heart I have to inform you, that we as a private company, are not able to influence the operational process of a state regulated facility. But please do not worry. We will get to the bottom of this issue, and find a solution for you, so that you can send the 2 orders back to us for the refund. Please respond to the email our support team has sent you, so that we can resolve this issue, and assist you further. Have a great day!
Delivery!
Ordered a watch on the 29th Nov. Received an email the following day to say it had been dispatched. I have had nothing since. The tracking has not changed since the 30th Nov.
I ordered a second watch on the 3rd December and I received that watch today. So where is the watch I ordered on the 29th November ? If missing then will you send a new one in time for Xmas.
Order number EU62422
Update. Issue dealt with professionally.
November 29, 2024
Unprompted review
Reply from ROSEFIELD
Hi, thank you for your feedback. We understand that the lack of updates on the tracking link is quite concerning and frustrating. Please do not worry. Our dedicated support team has reached out to you via email and offered solutions for the issue on hand. Please reply directly to the email of our support team member, so that we can fulfill your wish. Should you have any further questions or remarks, please contact our support team directly. Have a great day!
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#Z28241208220558396 - awaiting update on delivery
#Z28241208220558396
Ordered a necklace on the 8th Dec had no response and unable to log into scout to check delivery, also email on site does not work.
Robert Taylor
December 8, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for your feedback. We are sorry to hear that you have not received any update on your order. We understand how disappointing that can be. We have requested your order information here, that would assist us in locating your order and check the status of it, since the provided number (#Z28241208220558396) does not match any criteria in our system. Please provide it, so we can investigate this and assist you further.
We offer several contact options: via email (support@rosefieldwatches.com), via WhatsApp and via social media. Please make sure that you have entered the correct contact email if you are trying to reach out to us via that communication channel. Our response time, regardless of the selected channel is from 24 to 48 hours. Due to volume of workload, we are not able to immediately reply to your request, after you have submitted it.
But please do not worry, once the needed information are provided we will investigate this and assist you further. Have a great day!
Update: Thank you for sending the requested information. We have doublechecked our system, and no active order can be found with the order information you have provided us. We would kindly ask you to check the order confirmation again, and if you have indeed contact the correct shop. There is an online store with a name similar to ours, and in the past it has happened that the customers have mixed us up. If the order confirmation came from Rosefield, please reach out to our customer support with a screenshot of the order confirmation email. Have a great day!
Turned my frown upside down
I placed an order on December 4th, got an email stating that it’s been shipped on December 6th; it’s been 6 days since then and my order is yet to arrive. Initially, the estimated arrival date provided by the carrier (UPS) was December 11th (yesterday) but, few days before then, the estimated date was changed to December 13th. Currently, my package is stuck in Koeln, Germany, with no estimated arrival date. All I’m seeing is “we’re experiencing a delay and we’ll deliver your order as soon as possible”. I am incredibly frustrated. At least, specify what kind of delay it is so that I can reason with you. I’ve emailed the company to report this but they’re yet to respond. I ordered an item from Yukon bags on December 7th; the package passed through Koeln, Germany, with no trouble, with the same carrier (UPS) and is due to arrive tomorrow. So why is it that only my Rosefield order is experiencing delay without a known cause? I am fed up.
Update:
My order was refunded on December 17th because it was thought to be lost in transit but it eventually arrived on December 19th and I emailed the company asking for the return procedure but they told me to keep it as compensation for the troubles. That’s really generous and it feels like getting a Christmas present from a stranger. In addition, it’s a very beautiful watch.
Thank you, Rosefield.
December 7, 2024
Unprompted review
Reply from ROSEFIELD
Hi there, thank you for your feedback. We are sorry to hear that your experience with us was not a positive one, we understand how disappointing that can be. Since no order number was provided by you, we have requested this information to review this case again. Please provide it, so we are able to check this again.
Please note that if the customer reaches out to us regarding a delayed parcel, we immediately start an investigation with the carrier. Since the carrier is not owned by us, but is an individual company, some days are needed until the investigation is concluded and the carrier has informed us about the further steps. Since the parcel is delayed by the carrier, and not us, we would advise you to contact them as well. Given that the parcel is with them, they are the only ones that can provide you with the exact information on the nature of the delay.
Please do not worry, once we have received the needed information to review this case, we will use all tools that are at our disposal to assist you further. Have a great day!
Great support
Had an issue with delivery which was sorted promptly by customer care on a instagram and rectified swiftly. Thanks again.
November 30, 2024
Unprompted review
Reply from ROSEFIELD
Hi there, thank you for your feedback. We are sorry to hear that your experience with is was not a positive one, we understand how frustrating that can be. Our response time ranges from 24 to 48 hours, as stated on our contact page. Due to volume of workload, we are not able to reply immediately to your request after it was submitted. Our dedicated team will take care of this! After checking the carrier tracking link, we saw that it was to not updated in a while. We suspect that the order was lost in transit. Please do not worry, we will clear this with the carrier directly. Our support team has already replied to your message, and offered a solution to ensure a delivery in time, and your satisfaction in this matter. We hope that this will improve your experience with our Brand and that it will reflect on your rating. Should you have any further questions, please reach out directly to our support team. Have a great day!
My package was empty
My package was empty, and i went to the servicecenter. And got in the 24 hours response and got an new package on my way in less than 3 days.
December 9, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for sharing your experience! We're so glad our team was able to resolve the issue quickly and get your new package on its way. Your satisfaction is our priority, and we appreciate your patience and trust in us. We look forward to serving you again!
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Reply from ROSEFIELD
Thank you for your kind words! We’re thrilled to hear that you had a fantastic experience with our service. Your satisfaction is our top priority, and we’re always here to help whenever needed.
We hope to assist you again in the future. Have a wonderful day!
Awful customer service
Awful customer service!
Bought a watch strap after receiving one of their watches for my birthday. Got 2 items and waited over 2 weeks for them to arrive, had no correspondence from the company so emailed them only to be told my order was lost. They eventually agreed to resend the items, which also didn't arrive correctly, received only one item. After going back and forth with customer service managed to get both only for the strap to be wrong despite it being labeled as though it would fit my watch. Wouldn't recommend this company at all
September 10, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for sharing your feedback. We’re truly sorry to hear that your experience with us didn’t meet your expectations and understand how disappointing this must have been.
Due to the high volume of shipments, our team is unable to manually track each parcel. Each order has an estimated delivery timeframe (for the UK, it is 6 to 8 business days). If that timeframe is exceeded, the carrier notifies us, and we investigate the issue and inform the customer.
In your case, you contacted us four days after placing your order to let us know that the tracking link had not been updated. Unfortunately, at that time, we were unaware that the parcel was lost, as the carrier had not informed us. Once you reported the issue, we immediately arranged a replacement order.
The replacement order was delivered without 1 item in it. We presume that the missing item was lost in transit, since our warehouse has videos of the packaging process, were it is visible that the strap was packed. Given that the parcel is checked by the UK customs, it can be that the box was not closed properly, and the item fell out in transit. We have issued a replacement strap immediately after you have informed us about it.
Regarding the replacement strap, we noticed that the incorrect size was ordered. You selected a strap for the regular Octagon watch with a width of 14 mm, while your watch is the Octagon XS, which requires a 12 mm strap. This size information is listed on the product page. We understand this mix-up can be frustrating, and we offer a return for a refund in such cases. You have 60 days from receiving your order to return it.
If you need help with the return process or have any further questions, please feel free to contact our support team. We’re here to assist you.
We truly hope you’ll give Rosefield another chance in the future. Thank you for your understanding, and have a wonderful day!
Excellent brand
Excellent brand and amazing customer service.
Highly recommend this brand
November 19, 2024
Unprompted review
Reply from ROSEFIELD
Thank you so much for your wonderful feedback! We're delighted to hear you love the brand and our customer service. Your recommendation means the world to us! 💖 If you ever need assistance, we're always here to help!
This is my first time ordering from…
This is my first time ordering from Rosefield and I am so happy with their customer service. I will be ordering again soon. Anne helped me out after I lost a watch piece.
November 15, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for your kind words! We're thrilled to hear that you had a great first experience with us. Anne will be delighted to know she could assist you. We look forward to your next order and are always here if you need any help. Enjoy your watch!
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The watch strap was broken which causes…
The watch strap was broken which causes the watch to fall on the street and broke. After a clear explanation and data sent, I received a new watch at no cost! What a good service!
November 14, 2024
Unprompted review
Reply from ROSEFIELD
Thank you for sharing your experience! We're sorry to hear about the unfortunate situation with your watch but are delighted that our team could assist you and provide a resolution. Your satisfaction means the world to us, and we're glad you appreciated the service. Enjoy your new watch, and feel free to reach out if you need anything else!
Reply from ROSEFIELD
Thank you for your kind words! We're delighted to hear you found our service efficient and helpful. If there's anything else we can assist you with, please don’t hesitate to reach out. Have a wonderful day!
Phenomenal experience
Phenomenal experience, absolute customer first! Had an issue with return and not only they refunded me they also sent the product back. Which is a great watch!
November 16, 2024
Unprompted review
Reply from ROSEFIELD
Thank you so much for your wonderful feedback! 🌟 We're thrilled to hear that you had a phenomenal experience and that our team could resolve your issue to your satisfaction. We're delighted that you love the watch, and it means the world to us to know we could turn things around for you.
If you ever need assistance in the future, we're always here to help. Enjoy your beautiful watch, and have an amazing day! 😊
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