BQ Watches: most-reported complaints
Automated analysis of 295 public Trustpilot reviews published 2021-02-14 to 2026-09-02. TrustScore 5 from 3,711 total reviews — see the Trustpilot page. Quick answer: is BQ Watches legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 37% of the 30 complaints identified in 295 reviews. Other frequent issues include products arriving in poor condition or not matching their description, which together make up the remaining majority of reported problems. Specific examples cited include watches being returned broken or sold as new when they were actually used. Trends for these issues cannot be established due to insufficient review volume.
How to reach BQ Watches
These are the contact details BQ Watches publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01923 709 347, email [email protected], address 74-76 Watling Street, Radlett, WD7 7NP, GB.
The company claimed its Trustpilot profile on 2021-03-02, uses Trustpilot’s paid features, and last replied to a negative review on 2026-03-02 — more than six months ago. Trustpilot ranks it 1 of 131 in Watch Store. We last checked this profile on 2026-09-24 and found 18 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.7★ on Google (0 reviews)
TrustScore over time
5.0 → 5.0 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 1.0d) · 2026-08-15 (100%, 1.0d) · 2026-08-18 (100%, 1.0d) · 2026-08-21 (100%, 1.0d) · 2026-08-24 (100%, 1.0d) · 2026-08-27 (100%, 1.0d) · 2026-08-30 (100%, 1.0d) · 2026-09-02 (100%, 1.0d) · 2026-09-08 (100%, 1.0d) · 2026-09-11 (100%, 1.0d) · 2026-09-14 (100%, 1.0d) · 2026-09-17 (100%, 1.0d) · 2026-09-21 (100%, 1.0d) · 2026-09-24 (100%, 1.0d).
Severity: 20% of this company’s 30 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 4.8 days between the experience and publishing their negative review (31 reviews record both dates).
Measured reply time: across 33 negative reviews that received a public reply, the median wait was 2.2 days — the company profile reports an average of 1 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 33 company replies to negative reviews analysed, 21% engaged with the specific problem and 55% were generic templates.
Review provenance: 265 company-invited reviews in the recent window average 4.99★, while 50 organic (uninvited) reviews average 4.96★.
26% of its 320 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 37% of this company’s complaints vs a 18% median across 164 ranked companies in its sector.
Review velocity: 1,132 of this company’s 3,711 Trustpilot reviews (31%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about BQ Watches?
Support unhelpful
11 reports · 37% of complaints“Incorrect supply of their own postal address leading to an expensive watch going missing for a month”
The company replied on 2023-11-29: “Dear Mr. Bradley, Thank you for taking the time to share your experience with us. We would like to address your concerns and clarify our position on the points you raised: 1. Packaging and Shipping:…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“price on the watch i wanted to exchanged changed 4 times, the price of the watch i wanted to exchange changed 3 times.”
The company replied on 2023-11-02: “Dear James, Our team at BQ Watches is truly sorry to hear about the less than satisfactory shopping experience you encountered during your recent visit. Providing great customer service has always…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“said the watch I wanted to buy was unworn and then admitted it had been polished”
The company replied on 2023-09-11: “Dear ZA, Thank you for taking the time to share your feedback with us. We genuinely appreciate all comments from our customers as they help us improve our services. We're truly sorry to hear about…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Other
7 reports · 23% of complaints“Watch returned not boxed and screen broken. The company are unwilling to take responsibility”
The company replied on 2023-09-21: “We are sorry to hear that you had a negative experience with us. We take customer satisfaction very seriously and we apologise for not meeting your expectations. We understand your concern and we…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“BQ watches are illegally holding back watches”
The company replied on 2023-04-26: “Dear Lee, Thank you for providing us with your feedback. We understand your concerns and we can assure you that we are not illegally holding back watches. We purchased the rights from Watchmaster to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“The lady I dealt with was pushy and would not give any straight answers. In my last call she was rude.”
The company replied on 2023-09-19: “We apologise for any unpleasant experience you had while dealing with us. Our goal is to provide excellent customer service, and it is clear that we have fallen short in this case. We are committed…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Not as described
6 reports · 20% of complaints“the ‘brand new, unworn’ watch I was sold was in fact a ‘used and (badly) polished’ watch.”
The company replied on 2023-10-31: “Hi Matt, We're really sorry to hear about your experience and understand your disappointment. Our ultimate goal is to ensure all of our customers feel satisfied and confident about their purchase. We…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“said the watch I wanted to buy was unworn and then admitted it had been polished”
The company replied on 2023-09-11: “Dear ZA, Thank you for taking the time to share your feedback with us. We genuinely appreciate all comments from our customers as they help us improve our services. We're truly sorry to hear about…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I was sold a ‘retrofit/Frankenstein’ watch”
The company replied on 2025-10-27: “Dear Frances, We deeply apologise for the experience you have had with BQ Watches, it is not our intention to disappoint you in any way. As you've indicated that you wish to keep the Audermars Piguet…”
Our classifier read this reply as a deflection.
Support unreachable
5 reports · 17% of complaints“all calls go to a call centre nothing to do with BQ watches . all they say is they will pass on the message”
The company replied on 2023-08-30: “Hi Doug, sorry for the delay in responding and for the experience suffered. We use an answering service for out of hours calls, and as an overflow if all our staff are busy. Unfortunately, following…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Got an initial response and when asked about the possibility of a part exchange they went quiet.”
The company replied on 2023-09-21: “Thank you for taking the time to share your experience with us. We strive to provide the best customer service possible and apologise if you did not feel like you experienced that. Please reach out…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“This is still to be resolved and I have not had any communication from BQ watches since I refused to pay”
The company replied on 2023-12-18: “Dear Scott, We appreciate you taking the time to leave your feedback and sharing your experience with us. We deeply regret any misunderstanding that may have occurred during this process, and we…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
3 reports · 10% of complaints“tell something like I give 2500 for you watch then get there I give you 400”
The company replied on 2026-02-14: “Dear GM, Thank you so much for your kind review. We are genuinely pleased to hear that you had a positive experience with Spencer and that he was able to assist you to your satisfaction. Thank you…”
Our classifier read this reply as a template response.
“I had £1,000 taken off my price estimate based on your 20 minute testing process”
The company replied on 2026-05-22: “Jeremy, During your meeting, both the conversation and your watch were reviewed again. Upon inspection, the watch was found to be magnetised, which can occur if a watch has been exposed to an…”
Our classifier read this reply as a deflection.
“miss leading ads For watches”
The company replied on 2026-03-02: “We are sorry to read this and respectfully disagree with the characterisation of events. The watch was purchased in person at our Radlett showroom. During your visit you spent around two hours with…”
Our classifier read this reply as a deflection.
Overcharging
2 reports · 7% of complaints“price on the watch i wanted to exchanged changed 4 times, the price of the watch i wanted to exchange changed 3 times.”
The company replied on 2023-11-02: “Dear James, Our team at BQ Watches is truly sorry to hear about the less than satisfactory shopping experience you encountered during your recent visit. Providing great customer service has always…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“the cost far exceeded (I'm not just talking double, more than that) the quote”
The company replied on 2026-08-19: “Thank you for your review, and for the positive comments about your initial dealings with us. Those are appreciated. I'm sorry to hear the process was frustrating and that it didn't match what you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare BQ Watches with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-05.