A heartfelt plea for help has been sent our way, and it's a story that tugs at the heartstrings. A beloved Omega watch, a symbol of love and a cherished memory, has been lost in the maze of repair shops for far too long.
RH, from South Wales, shares her husband's journey with a precious Omega watch, a wedding gift from 1970. The watch, a cherished possession, had been broken since 2010, and attempts to repair it locally were unsuccessful. Determined to surprise her husband on his 80th birthday in 2024, RH decided to take action.
She discovered Luxury Watch Repairs in London, enticed by glowing reviews. With a heartwarming plan to give the repaired watch as a surprise, she sent it off in July 2024. But here's where it gets controversial: the watch, valued at £1,305, has been missing since, with no clear timeline for its return.
RH has tirelessly communicated with Luxury Watch Repairs, but the answers remain elusive. In October, she received a glimmer of hope, an email stating the watch was in quality control and would be dispatched soon. Yet, as of December 2025, the watch remains absent.
The watch, an Omega Genève, holds immense sentimental value. It was a romantic alternative to a wedding ring, a stylish choice to mark a special occasion. But the repair process has turned into a stressful saga, with delays far exceeding the initial estimate of 40 weeks.
Luxury Watch Repairs initially sent the watch to Omega in Switzerland, but it was returned, deemed too old and damaged for repair. With RH's permission, it was then sent to a trusted repair partner, where it has been ever since.
Our intervention led to a breakthrough. Luxury Watch Repairs provided a detailed account of the watch's journey and its current status. After persistent efforts, the watch was finally recovered and returned to RH in January, a staggering 19 months after it was sent for repair.
RH's husband, now 81, received the watch as a gift for St Dwynwen's Day, the Welsh equivalent of Valentine's Day. The watch, looking brand new, brought tears of joy and gratitude. Luxury Watch Repairs acknowledged the delay and offered a £500 refund as a gesture of goodwill.
This story serves as a reminder to keep records when sending items for repair. The Consumer Rights Act 2015 ensures that all consumer services must be provided with reasonable care, skill, and within a reasonable time. If an item isn't returned promptly, and informal resolutions fail, consumers have the option to file a small claim. Citizens Advice provides template letters to guide this process.
Have you encountered similar situations? Share your experiences and thoughts in the comments. We'd love to hear from you and discuss potential solutions to ensure such delays don't happen again.
