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I am extremely disappointed in the customer service I received from IWC when I brought my Portofino quartz watch to the IWC store in London (Mayfair - 138 New Bond St, Mayfair, London W1S 2TJ) on Sunday 26th Jan 2020. After waiting for 15 days and making four calls to find out the status of the repair, I was informed the watch does not need a new battery, as I had been informed, but rather requires repair of the internal mechanism. I was also told it would now take 4-6 weeks to repair the watch. I find it incredible that it has taken 2 weeks to determine the necessary repair and another 4-6 weeks to then repair the watch. I am very frustrated and this has discouraged me from buying a new IWC Portfofino automatic because I have seen how poor is the customer service is post sales. I have always had a very high opinion of the IWC brand but have had a very negative experience at this point.
Lovely watches, but the staff are uptight and look down on you if they don't believe you can afford their watches, and just not come over and help you.
Had an absolute amazing experience. I recently bought a IWC Le Petit Prince perpetual calendar chronograph limited to 250 in solid 18k gold and also the IWC Big Pilot Heritage bronze limited to 1500 from sales rep Heik. What a great guy and look forward to have a long term relationship with him and this particular boutique. He offered to stay late as we were having issues with the bank card because it was an international card, our banks fault not theirs, and didnt rush us at all. I could go on and on for a page or two praising Heik and this IWC boutique. Over all of I could give them 10 stars I would. Thanks again Heik! Pat and Krissy
Dear Mr. Chan, We are very sorry to hear about your problem at IWC. It would be great if you could provide the serial number of your watch and your email address and we can make sure someone from the customer service team will get in touch with you. Please contact us at [email protected]. Best regards from Schaffhausen
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Spent a while waiting for any service. After I sent my watch in for a fault that had happened before, they did a full servicing without my authorisation, and still had the gall to charge me. Terrible experience from what should be a luxury brand. Shame.
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