In-Time Watch & Jewellery Repairs Avis 410

Watch strap lifting away from face. Took it to two shops in Westfield, one said it needed to go to repair centre (six week lead time), the other said it needed a part to be ordered (two week lead time). Went to Fenwicks in Colchester - she took one look, diagnosed the problem and fixed it within 10 minutes.

Trish and her cover Hammad are just the best. Nothing is too much trouble including helping me specify a bespoke strap for a very unusual watch by Charriol which had a really uncomfortable bracelet and zero customer service. I ordered what Trish recommended and then Hammad fitted the strap. It looks superb! Thank you both and thank you Trish for the continuing first class maintenance of my watch collection!

Took a very very tarnished silver bike chain bracelet in for cleaning. I was served by Trish. I can't believe how good the result is like brand new. Excellent customer service by Trish and after 42 years in retail I know what good service looks like.

Excellent service, care and communication, with very reasonable prices. I fully recommend this company. Very professional and personable.

Diesel "Big Daddy" that nobody else wanted to touch.
4 batteries replaced in an hour. Watch cleaned as well!
Excellent service and customer care.
I can highly recommend this service and the price was much better than an "exclusive" jeweller who backed out of the task.
Thank you.
I will give all my time to this service and expertise from now going forward.

Great service . Very knowledgeable technician . strap replaced within an hour. quality of work exceptional.

Price better than competitors in Colchester .

Moderate pricing depending on watch make and repair needed .

Will definitely use again …

For In Time Cardiff
Really impressed by the work done by Jam changing a battery on a Longines VHP quartz. Significantly cheaper and quicker than the cost and time quoted by Longines, and in fact recommended by my Longines dealer. Jam was very up front about the fact that the watch may need to go to his head office (it didn't) and the timescale to sort. He also pressure checked the watch for me and polished the case and bracelet.
I can't recommend Jam and In Time Cardiff highly enough.

I have recently been in touch with trading standards following my extremely unfortunate experience with In Time watch repairs. Please be sure to have plenty of pictures of your watch as I am now in dispute over the watch given to me not be the original I placed to sent to Tag for repair. Extremely disappointed with this service!

Be aware ,took gucci watch for a new battery to cardiff branch and was quoted £60 which I declined.
New battery fitted by local jeweller for £5.99 with 12 month warranty.

Took my watch into in time today to have the strap shortened, I was greted by a very friendly man he said it take about 30 mins and how much it would cost, I return after 30 mins the watch had been cleaned and polished, he asked me to try it on I thought it was ok but he was not happy with the fit and sorted it until he was happy with the fit, the member of staff was very professional and very helpful. This is the first time I have used this company but it will not be the last. Thank you one very happy customer

My recent experience with this company has been a rollercoaster of emotions. While my overall ordeal has been riddled with mismanagement, lack of communication, and considerable distress, I feel compelled to highlight the stark difference in service I received when dealing with the manager, Diar. His professionalism, attention to detail, and genuine effort to address my concerns were a breath of fresh air and far exceeded the lackluster service I endured previously.

This situation arose from the mishandling of a deeply sentimental piece of jewelry. My pendant, featuring a carefully selected and irreplaceable diamond, was mishandled, resulting in the loss of the original stone. From the outset, the process to rectify this has been fraught with delays, poor communication, and repeated failures to address my concerns. However, during my visit to the branch today, the service I received was completely different.

Diar took the time to listen to me, acknowledged the unfinished prong that I had repeatedly pointed out in emails, and assured me that it could be polished—a solution that should have been addressed earlier during the repair process. His professionalism stood out as an example of how this matter could and should have been handled from the beginning.

That said, I am still far from satisfied with the overall experience. Despite assurances that the replacement diamond is identical, I can see visible differences. The certificate provided is insufficient, and I am left with no detailed breakdown of the repair process, as I repeatedly requested. It is also worth noting that the store’s tidier appearance today—compared to the day my stone was lost—suggests that improved management could have prevented this ordeal in the first place.

I am acting on legal advice to ensure that this matter is resolved appropriately. While I am hopeful it can be handled internally, the company must recognize the level of distress this has caused and take immediate steps to rectify their negligence.

This experience has been deeply frustrating, and while Diar deserves recognition for his efforts, it is clear that the company’s processes and overall customer care require significant improvement. I hope my feedback prompts them to take corrective action to prevent other customers from facing similar situations.

My experience with David, the so-called "National Development Manager," has been nothing short of appalling. He has been the most ignorant and dismissive individual I have encountered throughout this entire ordeal. Despite the gravity of the situation—a sentimental item being mishandled and lost due to sheer negligence—David has continuously disregarded my concerns and failed to provide any meaningful resolution.

What makes this even worse is his repeated attempts to undermine the severity of the situation by referring to it as a "mere mistake." This blatant minimization of what was a deeply distressing and avoidable incident is disrespectful and entirely unprofessional.

His lack of communication, acknowledgment of critical matters, and refusal to address my concerns with urgency and care reflects a shocking disregard for customer service. A manager in such a role should embody leadership, accountability, and empathy—all qualities David has entirely failed to display.

This experience has been disgraceful, and I would strongly advise others to think twice before trusting this company if this is the standard of service their "National Development Manager" provides.

Great to get 'watch ready' text whilst shopping

Well finally Customer service is still around!!!
What excellent service given by Trish at the Crystal peaks branch.
My faith in customer service has been restored.
Her knowledge and care was outstanding.
Thank you Trish.

Once again Trish to the rescue watch working again no problems just a smile and a chat, thank you Trish you’re a joy to know. If you have watch problems or jewellery that needs rescuing please try Trish she is so knowledgeable and helpful. Thanks again Trish its very much appreciated.

I had fantastic service from Hannah in the Colchester lab. Hannah replaced my leather strap on my watch and transferred the buckle over too. Nothing was to much trouble.

Absolutely pleased with the cleaning of my Love Links bracelet.
I had previously tried to clean it myself and the result was horrendous. So bad I thought I would never wear it again.
I had a chat with Trish who assured me she loved a challenge and she could restore it to its former glory for me. Which she certainly has. Excellent service Trish.

Another example of ***** service from Hannah at the Colchester Fenwick store. Somehow I managed to break the lug on my Panerai but, cool as ever, Hannah managed to fix it. Impressive knowledge and skills once again.

Absolutely great guys !! Would recommend to everyone this is my second watch from lostintime.

So nice a friendly and most important trust worthy really made my second purchase special and give me a great price on my trade in thanks again 👍

Oxford Street, John Lewis branch. Rather rude and disinterested service. I have a Pierre Cardin watch. It's important to me sentimentally and cost around £500. There is a problem with the clip that holds the battery. I told this to the repairer. He barely looked at the watch and commented "it might need a new movement...it isn't an expensive watch is it?" I considered the comment rude -was he asking or telling me, he needs to focus on the subtleties of language. I said it cost £500 a few years ago. He just quickly gave it back and added "think about it, it's £150 to change the movement". Having not even taken the back off the watch, nor noticed it was an original Pierre Cardin watch, I feel he was generally disinterested and I was wasting his time. I want to tell that gentleman directly - work on your language when dealing with customers as any watch may be precious in value or sentiment for that person. I was literally with him 2 minutes. Lowest star possible from me.

Took my pandora's bracelet to be cleaned received excellent service from Trisha who did a excellent job my bracelet was like new was really impressed I am totally going to recommend intime to my family and friends